Foundations: Communications for Success Exam Review Flashcards

1
Q

Good communication skills reduce potential workplace _______.

a. harmony
b. compatibility
c. conflict
d. consistency

A

The answer is c:

Conflict

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2
Q

In handling a client who is dissatisfied with a service, the ultimate goal is to_______.

a. convince the client that you are right and she is wrong
b. make the client happy and willing to return for future services
c. get the client out of the shop as quickly as possible
d. fully satisfy the client, regardless of the cost

A

The answer is b:

Make the client happy and willing to return for future services

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3
Q

Effective human relations and communication skills build _____, accelerate professional growth, and promote a positive work environment.

a. strong values
b. professional ethics
c. stimulating conversations
d. lasting client relationships

A

The answer is d:

Lasting client relationships

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4
Q

The sixth step of the 10-step consultation method is ______.

a. review the intake form
b. determine and rate the clients preferences
c. show and tell
d. discuss upkeep and maintenance

A

The answer is c:

Show and tell

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5
Q

A practical step for effectively communicating in the workplace is to ______.

a. be inattentive
b. believe in yourself
c. talk more and listen less
d. react instead of responding

A

The answer is b:

Believe in yourself

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6
Q

The ability to understand people is _____ to operating effectively in many industries.

a. the key
b. incidental
c. secondary
d. unimportant

A

The answer is a:

The key

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7
Q

To earn a client’s ______ and loyalty be consistent by always having a positive attitude.

a. money
b. affection
c. trust
d. respect

A

The answer is c:

Trust

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8
Q

If a client requests a specific look that they have seen on a celebrity but that cannot be achieved, you should ______.

a. create your own design, ignoring what the client has specified
b. refuse the service and tell the client this cut and color would not work for them
c. perform the service, since this is what the client has requested
d. create a plan, offer alternative looks, and set up future goals

A

The answer is d:

Create a plan, offer alternative looks, and set up future goals

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9
Q

You may want to schedule clients who are ______ late for the last appointment of the day or ask them to arrive earlier than their actual appointment time.

a. habitually
b. never
c. rarely
d. occasionally

A

The answer is a:

Habitually

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10
Q

When you meet an older client for the first time, you should _______.

a. address the client by the honorific
b. address the client solemnly
c. address the client by their first name
d. ask how the client wishes to be addressed

A

The answer is d:

Ask how the client wishes to be addressed

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11
Q

When interacting and communicating with coworkers, make every effort to remain ________ and resist being pulled into spats and cliques.

a. assertive
b. aggressive
c. objective
d. aloof

A

The answer is c:

Objective

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12
Q

As a beauty professional, do not attempt to fulfill the role of ______, career guide, parental sounding board, or motivational coach for any of your clients.

a. hair color expert
b. counselor
c. professional acquaintance
d. polite listener

A

The answer is b:

Counselor

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13
Q

If a client is revealing increasingly personal details, one recommended strategy is that you ______ or find a reason to excuse yourself, and when you return, start a new conversation topic or suggest a mini relaxation service.

a. change the subject
b. reveal a personal detail
c. discontinue the service
d. turn on a loud machine

A

The answer is a:

Change the subject

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14
Q

As you interact and communicate with coworkers, you should be honest and ________.

a. oblivious
b. sensitive
c. frightened
d. adversarial

A

The answer is b:

Sensitive

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15
Q

When communicating with your manager about an issue or problem, it is recommended that you _____ beforehand.

a. cover up your mistakes
b. think of possible excuses
c. think of possible solutions
d. think of who you can blame

A

The answer is c:

Think of possible solutions

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16
Q

The act of successfully sharing information between two people (or groups of people) so that the information is understood is called _____ communication.

a. direct
b. effective
c. strong
d. overt

A

The answer is b:

Effective

17
Q

The document also known as a client questionnaire, consultation card, or health history form is the client _____ form.

a. intake
b. welcome
c. greeting
d. consultation

A

The answer is a:

Intake

18
Q

The client _______ is the communication with a client that determines the client’s needs and how to achieve the desired results.

a. conversation
b. communion
c. consultation
d. conference

A

The answer is c:

Consultation

19
Q

When should the client consultation be performed?

a. before starting the actual service
b. during the service
c. after the service
d. when booking the appointment

A

The answer is a:

Before starting the actual service

20
Q

It is recommended that you allow how much time in your schedule to do the client consultation?

a. 1-3 minutes
b. 3-5 minutes
c. 5-15 minutes
d. 15-20 minutes

A

The answer is c:

5-15 minutes

21
Q

The first step of the 10-step consultation method is to ________.

a. perform a needs assessment
b. analyze the clients hair
c. review the client intake form
d. review the clients lifestyle

A

The answer is c:

Review the client intake form

22
Q

Your reactions to situations beyond your control and your ability to _____ in the face of challenges are critical to being successful in a people profession.

a. stand up
b. communicate effectively
c. control your fear
d. remain assertive

A

The answer is b:

Communicate effectively

23
Q

If you are involved with a scheduling mix-up, always remember to _____.

a. be polite while arguing that you are correct
b. be polite and never argue about who is correct
c. be aggressive and argue that you are correct
d. be aggressive but refrain from arguing

A

The answer is b:

Be polite and never argue about who is correct

24
Q

One important golden rule of communication for building a successful beauty industry career is to ______.

a. be aware of your body language
b. speak softly
c. use casual grammar and slang
d. be casual and comfortable

A

The answer is a:

Be aware of your body language

25
Q

The final step in the client consultation is to _______.

a. review the consultation
b. discuss upkeep and maintenance
c. make color recommendations
d. review the clients lifestyle

A

The answer is a:

Review the consultation