Communication Skills
Eye rolling is an example of:
Nonverbal Communication
Every new client should fill this out:
Client Intake Form
This is the general amount of time to wait for a client to arrive before cancelling or rescheduling:
15 minutes
TRUE OR FALSE:
You should discuss your personal life and relationships at work.
FALSE
A questionnaire used to disclose the client's contact information, products used, preferences, and lifestyle:
Client Intake Form
This is the best relationship builder:
Listening
This should be performed before every service:
Consultation
Even if the client may be wrong, you should never do this:
Argue
Perform a ___ ________ before your employee evaluation begins.
Self-evaluation
The client's record of services received, formulas, and products purchased/used:
Service Record Card
Welcome your clients with this form of nonverbal communication (hint: in your book this is known as your best asset):
A smile
Ask for this visual tool from your client to better understand their needs:
Reference photo
If a client is talking about an inappropriate topic, you should:
Change the subject
There may be times in the workplace when you're persuaded to choose sides. It is important that you:
Remain neutral
The act of sharing information between two people (or groups of people) so that the information is successfully understood:
Effective Communication
Reflecting on your mood and how it may affect your interactions is known as:
Taking your temperature
This is not intended for client use, and filled out by the professional performing the service:
Service Record Card
This is the ultimate goal when a client is unhappy:
Make the client happy
At the end of your employee evaluation, make sure to say this to your manager:
Thank you
Communication with a client that determines what the client's needs are and how to achieve the desired results:
Client Consultation
Be consistent by always having a:
Positive attitude
This is the final step in the 10-step consultation method:
Review
Reiterate everything that was spoken about to ensure you and your client are on the same page.
You need to do this when speaking with an upset client:
Stay detached
This is the first step in making meaningful in-shop communication a reality:
Behaving in a professional manner
Listening to the client and repeating, in your own words, what you think the client is telling you:
Reflective Listening