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In which of the following ways can you BEST participate proactively in your career and in your success?
A. By avoiding self-evaluation
B. By approaching the evaluation pessimistically
C. By not thinking too much about either
D. By communicating your desires and interests
By communicating your desires and interests.
At the end of your employee evaluation meeting, you should NOT _____.
A. thank your manager for the feedback
B. thank your manager for the guidance they gave you
C. thank your manager for taking the time to do the evaluation
D. keep your self-evaluation to yourself
Keep your self-evaluation to yourself
If a client starts gossiping, try all of the following EXCEPT ______.
A. quietly joining in on the gossiping
B. talking about the styling you’re doing
C. giving a quick tip for treatment and home care
D. changing the subject
Quietly joining in on the gossiping.
At your employee evaluation, you should NOT ____.
A. ask when your pay scale might be increased
B. ask when you might be considered for promotion
C. ask when you can take on more services
D. approach your manager cautiously and shyly
Approach your manager cautiously and shyly.
As the time for your employee evaluation draws near, you should ______.
A. perform a self-evaluation
B. try to delay your upcoming evaluation
C. try not to take the evaluation too seriously
D. dramatically improve your behavior
Perform a self-evaluation
Which of the following is most often NOT true of much older clients?
A. They prefer personal over professional conversation.
B. They can be sensitive to verbiage about aging.
C. They do not like gum chewing.
D. They like to hear please and thank you.
They prefer personal over professional conversation.
Which of the following is the first step in making meaningful in-spa or salon communication a reality?
A. Treating everyone with respect
B. Being honest and sensitive
C. Behaving in a professional manner
D. Remaining objective
Behaving in a professional manner
To practice reflective listening, you should ________.
A. listen to the client and then repeat, in your own words, what you think the client told you
B. have an assistant listen to the client and then ask them to tell you what the client said
C. try to remember what the client requested without actually having to ask them to repeat it
D. pretend to listen to the client while actually beginning to concentrate on their styling
Listen to the client and then repeat, in your own words, what you think the client told you.
Which of the following is MOST important when reflective listening?
A. Trying to prevent the client from saying to much
B. Not interrupting while the client is speaking
C. Focusing on other things while the client is speaking
D. Steering the client into choices you think are best
Not interrupting while the client is speaking
As beauty and wellness professionals interact and communicate with coworkers, they should NOT _____.
A. avoid gossip
B. remain neutral
C. treat everyone with respect
D. be willing to share their private life
be willing to share their private life
It is appropriate to go to your manager with compliant about a colleague _____.
A. anytime a colleague has done something to upset you
B. under no circumstances
C. anytime at all
D. after you have tried everything to handle the problem yourself
after you have tried everything to handle the problem yourself.
Among the important guidelines for interacting and communicating with your manager are all of the following EXCEPT _____.
A. getting your facts straight
B. ignoring constructive criticism
C. being a problem solver
D. being open and honest
Ignoring constructive criticism
As part of effectively communicating in the workplace, it is important to take your temperature because _____.
A. when you do, you trust your judgment
B. when you do, you stick to what you believe is right
C. some clients are clear about what they want, but others may not be
D. if you are tired or upset, your interactions with clients may be affected
If you are tired or upset, your interactions with clients may be affected.
When you trust your judgement, uphold your values, and stick to what you believe is right, you show that you _____.
A. take your temperature
B. believe in yourself
C. talk less and listen more
D. are attentive
believe in yourself
Which of the following is NOT one of the reasons why professionals should study and have a thorough understanding of the communicating for success?
A. Good communication skills, while increasing workplace conflict, better prepares workers to deal with it.
B. Learning how to communicate effectively can help beauty professionals improve retail sales.
C. Effective communication fosters a positive team environment.
D. Effectively expressing ideas is a necessary skill for career advancement.
Good communication skills, while increasing workplace conflict, better prepares workers to deal with it.
The practical steps for effectively communicating in the workplace include all EXCEPT which of the following?
A. Believe in yourself.
B. Talk less, listen more.
C. Be attentive.
D. React instead of responding.
React instead of repsonding
The first step in the 10 step consultation method is to ____.
A. review the intake form
B. discover and rate the client's preferences
C. perform a needs assessment
D. analyze the client's characteristics
review the intake form
Generally, if clients are more than _____ late, they should be asked to reschedule.
A. 1 hour
B. 5 minutes
C. 30 minutes
D. 15 minutes
15 minutes
If a client arrives late and you have the time to take the appointment without jeopardizing other appointments, you should ______.
A. politely tell the client you can no longer accept his or her business
B. politely advise the client of the late policy
C. provide the client with services without mentioning his or her tardiness
D. politely ask the client to reschedule anyhow
politely advise the client of the late policy
Most importantly, your workspace should ____.
A. be adorned with personal items that tell a lot about you
B. have lots of family pictures for the client to admire
C. be clean and uncluttered
D. have as many samples of products on it as possible
be clean and uncluttered
You should NOT try to upsell services ______.
A. ever
B. when working with a repeat client who values and trusts your opinions
C. when a client absolutely does not want to talk about adding on other services
D. when working with a new client whom you are not very familiar with
when a client absolutely does not want to talk about adding on other services
At which of the following interactions is it BEST to determine the clients needs and how to achieve the desired results?
A. Client consultation
B. Service record
C. Client intake
D. Total look concept
Client consultation
A client consultation should be performed _____.
A. at every single service salon or spa visit
B. only for the first few client visits
C. only during the initial client visit
D. only during the initial client appointment call
at every single service salon or spa visit
Clients who are overly late for an appointment or habitually late for appointments cause problems because _____.
A. clients must show their loyalty to beauty professionals with every action they take
B. beauty professionals depend on appointments and scheduling to maximize work hours
C. beauty professionals must be strict and rigid in all of their business practices
D. clients that cannot arrive on time do not deserve the services of a beauty professional
beauty professionals depend on appointments and scheduling to maximize work hours.
The ultimate goal when you encounter a dissatisfied client is to _____.
A. make the client happy
B. never accept any blame
C. let your expertise shine
D. always be upselling
make the client happy
The service record card is all EXCEPT which of the following?
A. It is the client’s permanent progress record of services received.
B. It is completed by the beauty professional performing the service.
C. It is updated with each client visit.
D. It is intended for the client’s use.
It is intended for the clients use.
One way of demonstrating that you ______ is not crossing your arms when listening to clients or team members.
A. use correct English
B. believe listening is the best relationship builder
C. are aware of your body language
D. speak clearly and loudly enough for people to hear
are aware of your body language
What should you do when speaking with a very unhappy client about a scheduling mix up?
A. Stay detached
B. Assume the blame
C. Get emotional
D. Be very firm
Stay detached
The client intake form should be started the moment a new client.......
A. requests a second appointment
B. comes to the salon or spa for the first time
C. calls to make an appointment
D. completes their first in-person services
calls to make an appointment
When trying to resolve an unhappy client problem, you should.......
A. strongly assert your opinion
B. find out why the client is unhappy
C. politely but firmly argue your points
D. tell the client it cannot be fixed, even if you think it can
find out why the client is unhappy.
As a beauty and wellness professional, which of the following will be true of the clients you are most likely to attract?
A. They will have different tastes as yours.
B. They will not necessarily be the same age as you.
C. They will often be tardy to their appointments.
D. They will have an opposite style of yours.
They will not necessarily be the same age as you.
As a beauty and wellness professional, what is the BEST first step to take toward helping your client to make choices that reflect a personal sense of style?
A. Creating a "client template"
B. Consulting with your manager
C. Speaking with the client
D. Doing a little research
Doing a little research