Chapter 4

Reflective listening

An important strategy to use when conducting a client consultation is:

Respect

As you interact and communicate with fellow co-workers, remember to treat everyone with:

Ask for specifics

If a client is dissatisfied with the service and you are trying to find out why, what is one of the first steps you should take?

Remain neutral

In dealing with conflicts that may occur between your co-workers, it is important to:

Positively

One of the ways you can participate proactively in your career success is by approaching your employee evaluations sessions:

Insecure

People who are rude, insensitive, and generally unfeeling are usually:

Communication

The act of transmitting information, in the form of symbols, gestures, or behaviors, in order to express an idea or concept so that it is satisfactorily understood is known as:

Yourself

The best way to understand others is to begin with a firm understanding of:

Client consultation

The most important communication you will have with your clients is:

Smile

What is the very first thing you should do when meeting a new client?

Personal portfolio

What tool can be used to put your clients at ease about your technical abilities?

Problem-solver

When bringing issues or problems to your supervisor, or salon manager, it is important to be a:

5-15 minutes

When conducting a client consultation with a first-time client, how much time should you schedule for the consultation?

Never

When is it appropriate to argue with clients?

Total look

When you help the client select a hairstyle that is reflective of her body shape and entire lifestyle, you are subscribing to the ............... concept.