chapter 4 cosmo

during which step of the consultation should you ask the client what at-home products s/he uses ?

analyze the clients hair

what is one of the first steps you should take when a client is dissatisfied with a service ?

ask for specifics

a client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns may best be described as having an _______ style.

classic

what verbal communication with a client assists in determining the clients needs and how to achieve the desired result?

client consultation

effective human relations and _____ skills build lasting client relationships, accelerate professional growth, and promote a positive work environment.

communication

when communication with your salon manager, you should be open and honest, have correct information, and never _____

complain about co-workers

maintaining an appropriate client relationship means that you do not attempt to fulfill the role of ______ with any client

counselor

in cosmo, _________ is the cornerstone of success.

customer service

in which step of the consultation would you counsel clients on salon maintenance, lifestyle limitation, and home maintenance commitments?

discuss upkeep and maintenance

the most opportune time to discuss increasing your client bookings, raising your pay scale, or the possibility of future advancement with your manager is _____

during a evaluation meeting

when should a client consultation be performed ?

during each salon visit and service

the act of successfully sharing information between 2 people, or groups of people, is known as _____

effective communication

your older clients may not like gum chewing, slang, or the use of yeah instead of yes. awareness of these _____ will help you remain professional with all clientele

generational differences

every new client should complete a client ______, also called a client questionnaire, consultation card, or health history form

intake form

when making recommendations to a client regarding hair color or style, which of the following criteria should be used?

lifestyle, face shape, and hair type

if a dispute arises among your salon team members, it is important for you as a fellow team member to remain respectful, objective, and _____

neutral

when handling a scheduling mix-up with a client, it is recommended that you ______

never argue and always be polite

when making color recommendations to a client, it is important to endure that you both are speaking the same language. Using _____ is one way to eliminate the possibility of a color mistake.

photos

what is a collection of photos and images of a stylists work that s/he can use during the consultation to assist a client in making decisions about style or color ?

professional portfolio

listening to the client and then repeating, in your own words, what you think the client is telling you is known as _____

reflective listening

what is the first step in the 10-step consultation method ?

review the intake form

a ____ is the person who is responsible for hiring and training staff, and will also be instrumental in helping you achieve your professional goal.

salon manager

which relationship has a vested interest in the success of the stylist ?

salon manager

honesty is always the best policy, but practicing ____ will ensure that you think before you speak.

sensitivity

the _____ is the clients permanent progress record if services received an contains the results, formulations, products used during services, as well as any sensitivities or allergies.

service report card

an important practical step that promotes effective communication is to ______

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