Foundations: Communications for Success Exam Review Flashcards
Good communication skills reduce potential workplace _______.
a. harmony
b. compatibility
c. conflict
d. consistency
The answer is c:
Conflict
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
The answer is b:
Make the client happy and willing to return for future services
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
The answer is d:
Lasting client relationships
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
The answer is c:
Show and tell
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
The answer is b:
Believe in yourself
The ability to understand people is _____ to operating effectively in many industries.
a. the key
b. incidental
c. secondary
d. unimportant
The answer is a:
The key
To earn a client’s ______ and loyalty be consistent by always having a positive attitude.
a. money
b. affection
c. trust
d. respect
The answer is c:
Trust
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
The answer is d:
Create a plan, offer alternative looks, and set up future goals
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
The answer is a:
Habitually
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
The answer is d:
Ask how the client wishes to be addressed
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
The answer is c:
Objective
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
The answer is b:
Counselor
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
The answer is a:
Change the subject
As you interact and communicate with coworkers, you should be honest and ________.
a. oblivious
b. sensitive
c. frightened
d. adversarial
The answer is b:
Sensitive
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
The answer is c:
Think of possible solutions
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
The answer is b:
Effective
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
The answer is a:
Intake
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
The answer is c:
Consultation
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
The answer is a:
Before starting the actual service
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
The answer is c:
5-15 minutes
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
The answer is c:
Review the client intake form
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
The answer is b:
Communicate effectively
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
The answer is b:
Be polite and never argue about who is correct
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
The answer is a:
Be aware of your body language
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
The answer is a:
Review the consultation
