1-5
good communication skills reduce potential workplace______________.
a. harmony b. compatibility c. conflict d. consistency
conflict
the ability to understand people is _____________ to operating effectively in many industries.
a. the key b. incidental c. secondary d. unimportant
the key
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. haircolor expert b. counselor c. professional acquaintance d. polite listener
counselor
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
intake
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
be polite and never argue about who is correct
in handling a client who is dissatisfied with a service, the ultimate goal is to_____________.
a. convince the client that u are right and shes 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
make the client happy and willing to return for future services
to earn a client's __________ and loyalty, be consistent by always having a positive attitude.
a. money b. affection c. trust d. respect
trust
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
change the subject
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
consultation
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
be aware of your body language
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
lasting client relationships
if a client requests a specific look that they have seen on a celebrity but that connect be achieved, you should __________.
a. create ur own design, ignoring what the client has specified b. refuse the service and tell the client this cut or color wouldn't work for them c. perform the service, since this is what the client has requested d. create a plan, offer alternative looks, and set future goals
create a plan, offer alternative looks, and set future goals
as you interact and communicate with coworkers, you should be honest and______
a. oblivious b. sensitive c. frightened d. adversarial
adversarial
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
it is recommended that you allow how much time in your schedule to do the client consultation
a. 1-3 mins b. 3-5 mins c. 5-15 mins d. 15-20 mins
1. before starting the actual service
2. 5-15 minutes
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 client's lifestyle
review the consultation
the sixth step of the 10-step consultation method is ____________.
a. review the intake form b. determine and rate the client's preferences c. show and tell d. discuss upkeep and maintenance
show and tell
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
never
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
think of possible solutions
the first step of the 10-step consultation method is to ___________
a. perform a needs assessment b. analyze the client's hair c. review the client intake form d. review the client's lifestyle
review the client intake form
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
believe in yourself
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
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
1. ask how the client wishes to be addressed
2. objective
a. direct b. effective c. strong d. overt
effective
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
communicate effectively