CH3F IQ Questions

Which of the following should you NOT do at your employee evaluation? A. Approach your manager cautiously and shyly. B. Ask when you might be considered for promotion. C. Ask when your pay scale might be increased. D. Ask when you can take on more services.

A. Approach your manager cautiously and shyly.

When Gilbert asked his instructor what she meant when she told him to regularly "take his own temperature" when it comes to trying to communicate effectively on the job, what was most likely her response? A. Be aware of how tired or upset you might be about something else before interacting with any clients. B. When you are a good listener, you are fully focused on what other people are saying. C. Trust your judgment and uphold your values so that you stick to what you believe is right. D. What usually calms down difficult clients is complete and consistent agreement with them.

A. Be aware of how tired or upset you might be about something else before interacting with any clients.

______ is the FIRST step in making meaningful on the job communication a reality. A. Behaving in a professional manner B. Treating everyone with respect C. Remaining objective D. Being honest and sensitive

A. Behaving in a professional manner

Which of the following is NOT one of the important guidelines for interacting and communicating with your manager? A. Ignore constructive criticism. B. Be a problem solver. C. Be open and honest. D. Get your facts straight.

A. Ignore constructive criticism.

Which of the following is MOST important regarding your workspace? A. It should be clean and uncluttered. B. It should have as many samples of products in it as possible. C. It should be adorned with personal items that tell a lot about you. D. It should have lots of family pictures for the client to admire.

A. It should be clean and uncluttered.

Once in a while, you will inevitably encounter a dissatisfied client. Remember the ultimate goal: A. Make the client happy. B. Your expertise must shine. C. Always be upselling. D. Refuse to accept any blame.

A. Make the client happy.

Kendra's instructor has told the class repeatedly that, in her opinion, the most important step of the 10-step consultation method is the second step. Which of the following is the most important step of this method, according to Kendra's instructor? A. Perform a needs assessment. B. Review the intake form. C. Discover and rate the client's preferences. D. Analyze the client's characteristics.

A. Perform a needs assessment.

Brooke started work at her current establishment three weeks ago. In that time, she has noticed that much of the staff avoids conversations with her, and some even turn and walk the other way when they see her coming. She's not sure why this is. Since she started working there, she has always been sure to stick up for herself whenever she feels disrespected, even going so far as to take an "eye for an eye" mentality into interactions with coworkers. What is Brooke doing wrong? A. She is reacting instead of responding. B. She is talking less and listening more. C. She is not believing in herself. D. She is not being attentive.

A. She is reacting instead of responding.

As a beauty professional, which of the following is TRUE of the clients you are most likely to attract? A. They will not necessarily be the same age as you. B. They will have similar tastes as yours. C. They will have an opposite style to yours. D. They will often be tardy to their appointments.

A. They will not necessarily be the same age as you

Joanna, a new client of Harvey's, has just asked Harvey if she can see some examples of her requested service from his previous clients. What should Harvey have prepared before the consultation to meet Joanna's request? A. a portfolio of his work B. tea or coffee C. a collection of online before/after images from his colleagues D. a menu of services with prices

A. a portfolio of his work

When is it appropriate to go to your manager with a complaint about a colleague? A. after you have tried everything to handle the problem yourself B. never C. always D. anytime a colleague has done something to upset you

A. after you have tried everything to handle the problem

Not crossing your arms when listening to clients or team members is an example of ______. A. being aware of your body language B. using correct English C. speaking clearly and loudly enough for people to hear D. always remembering that listening is the best relationship builder

A. being aware of your body language

When reflective listening, it is important to ______. A. not interrupt while the client is speaking B. focus on other things while the client is speaking C. steer the client into choices you think are best D. try to prevent the client from saying too much

A. not interrupt while the client is speaking

Many establishments set a limit on the amount of time they allow clients to be late before requiring them to reschedule. Generally, if clients are more than ______ late, they should be asked to reschedule. A. 5 minutes B. 15 minutes C. 1 hour D. 30 minutes

B. 15 minutes

It is 12:20 in the afternoon, and Javier's client Hannah has just arrived 20 minutes late for her appointment. Javier will need exactly 1 hour with Hannah, and his next appointment is at 2:00 PM. What should Javier do? A. Refuse to keep Hannah's appointment and politely tell her that she can no longer be his client. B. Agree to keep Hannah's appointment and politely remind her of the late policy. C. Agree to keep Hannah's appointment and not bring up the fact that she was late. D. Refuse to keep Hannah's appointment and politely tell her that she must reschedule.

B. Agree to keep Hannah's appointment and politely remind her of the late policy.

Why is it important to take your temperature as part of effectively communicating in the workplace? A.: Because when you do, you stick to what you believe is right. B. Because if you are tired or upset, your interactions with clients might be affected. C. Because when you do, you trust your judgment. D. Because some clients are clear about what they want, but others might not be.

B. Because if you are tired or upset, your interactions with clients might be affected.

Which of the following should be done to try to resolve an unhappy client problem? 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.

B. Find out why the client is unhappy.

Which of the following is NOT true of the service record card? A. It is the client's permanent progress record of services received. B. It is intended for the client's use. C. It is updated with each client visit. D. It is completed by the beauty professional performing the service.

B. It is intended for the client's use.

What should you NOT do at the end of your employee evaluation meeting? A. Thank your manager for taking the time to do the evaluation. B. Keep your self-evaluation to yourself. C. Thank your manager for the guidance. D. Thank your manager for the feedback.

B. Keep your self-evaluation to yourself.

Olivia has worked at the same place for nearly 15 years. In all of that time, she has never once had a negative run-in with a manager or coworker. Gretta, Olivia's coworker for nearly all of the 15 years, finds it hard to believe Olivia has managed to avoid negative interactions with any of the other professionals. In Gretta's opinion, Olivia too often remains neutral, completely avoids joining in on good gossip, keeps her private life very private, and always takes everything very personally. Which of Gretta's observances of Olivia is the one that actually should be avoided in order to effectively and peacefully interact with coworkers? A. Olivia's insistence on remaining neutral B. Olivia's taking things very personally C. Olivia's avoidance of good gossip D. Olivia's private life being kept private

B. Olivia's taking things very personally

Which of the following should you do as your employee evaluation draws near? A. Try not to take the evaluation too seriously. B. Perform a self-evaluation. C. Try to delay the evaluation. D. Dramatically improve your behavior.

B. Perform a self-evaluation.

What should you do if clients arrive late and you have the time to take the appointment without jeopardizing other appointments? A. Provide the clients with services without mentioning their tardiness. B. Politely advise the clients of the late policy. C.: Politely tell the clients you can no longer accept their business. D.: Ask the clients to reschedule anyhow.

B. Politely advise the clients of the late policy.

Which of the following is most often NOT true of much older clients? A. They like to hear please and thank you. B. They prefer personal over professional conversation. C. They can be sensitive to verbiage about aging. D. They do not like gum chewing.

B. They prefer personal over professional conversation.

When you ______, you trust your judgment, uphold your values, and stick to what you believe is right. A. take your temperature B. believe in yourself C. talk less and listen more D. are attentive

B. believe in yourself

Harriet is attempting to deal with a client who is unhappy after her service. Which of the following should Harriet AVOID in this situation? A. trying to find out why the client is unhappy B. insisting that, despite what the client thinks, the service was exceptional C. if the problem cannot be fixed, honestly explaining why D. if the problem can be fixed, doing so immediately

B. insisting that, despite what the client thinks, the service was exceptional

When speaking with an unhappy client about a scheduling mix-up, it is important to ______. A. get emotional B. stay detached C. be very firm D. assume the blame

B. stay detached

When should you try to upsell services? A. always B. when working with a new client with whom you are not familiar C. never D. when a client absolutely does not want to talk about adding on other services

B. when working with a new client with whom you are not familiar

Kevin has noticed that his most loyal client, Judith, is regularly 20 to 25 minutes late for her prescheduled midmorning appointments. When this happens, it throws off the rest of Kevin's day of appointments, often upsetting his other clients. Although he has politely mentioned to Judith the affect that her tardiness inevitably causes on his schedule, she continues to be reliably tardy. Which of the following would be Kevin's BEST option? A. Tell Judith he cannot continue to provide services to her. B. Do nothing, and hope for the best. C. Always schedule Judith for the last appointment of the day. D. Keep asking Judith to arrive on time.

C. Always schedule Judith for the last appointment of the day

Why does a client who is overly late for an appointment or habitually late for appointments cause problems? A. Because beauty professionals must be strict and rigid in all of their business practices. B. Because clients who cannot arrive on time do not deserve the services of a beauty professional. C. Because beauty professionals depend on appointments and scheduling to maximize work hours. D. Because clients must show their loyalty to beauty professionals with their every action.

C. Because beauty professionals depend on appointments and scheduling to maximize work hours.

Beauty professionals should study and have a thorough understanding of communicating for success for all of the following reasons EXCEPT: A. Effective communication fosters a positive team environment. B. Learning how to communicate effectively can help beauty professionals improve retail sales. C. Good communication skills, although increasing workplace conflict, better prepare workers to deal with it. D. Effectively expressing ideas is a necessary skill for career advancement.

C. Good communication skills, although increasing workplace conflict, better prepare workers to deal with it.

Which of the following would be the LEAST appropriate response to a client who starts gossiping? A. Start talking about the styling you're doing. B. Give a quick tip for treatment and home care. C. Quietly join in the gossiping. D. Change the subject.

C. Quietly join in the gossiping.

Larissa has been told by her manager to keep several points in mind when interacting and communicating with coworkers. Which of the following did Larissa's manager most likely NOT tell her to do as part of her efforts to do so effectively? A. Treat everyone with respect. B. Remain objective. C. Share your private life with them. D. Be honest and sensitive.

C. Share your private life with them

Sheila's employee evaluation is approaching. Because she knows it will benefit her good standing on the job, she very much wants to interact with her manager in the best possible way during this evaluation. Which of the following should she AVOID doing during this evaluation? A. asking her manager when she can take on more services B. asking her manager when she might be considered for a promotion C. asking her manager to skip the guidance portion of the evaluation D. asking her manager when her pay scale might be increased

C. asking her manager to skip the guidance portion of the evaluation

The discussion with the client that determines the client's needs and how to achieve the desired results is the ______. A. service record B. total look concept C. client consultation D. client intake

C. client consultation

Zoey is studying for a career in beauty and wellness. Which of the following will be the basis of all long-lasting relationships with Zoey's clients and coworkers? A. marketing skillfully B. upselling productively C. communicating effectively D. styling expertly

C. communicating effectively

Participate proactively in your career and in your success by ______. A. avoiding self-evaluation B. not thinking too much about either one C. communicating your desires and interests D. approaching the evaluation pessimistically

C. communicating your desires and interests

What is reflective listening? A. pretending to listen to the client while actually beginning to concentrate on their service B. having your assistants listen to the client and then asking them to tell you what the client said C. listening to the client and then repeating, in your own words, what you think the client is telling you D. trying to remember what clients requested without actually having to ask them to repeat it

C. listening to the client and then repeating, in your own words, what you think the client is telling you

Kallie has just had a long conversation with her new client, Amanda. Kallie's goal during this initial meeting was to ascertain Amanda's needs and how to achieve her desired results. In which of the following did Kallie just participate? A. the golden rules of communication B. show and tell C. the client consultation D. the total look concept

C. the client consultation

Miranda's instructor has told her that to be an effective beauty pro, she must project a professional demeanor, wear a smile every day, be aware of her body language, remember that listening is the best relationship builder, speak clearly and loudly, and use correct English. Which of the following is Miranda's instructor attempting to get her to follow? A. the total look concept B. the 10-step consultation method C. the golden rules of communication D. client-intake practices

C. the golden rules of communication

Which of the following is NOT something beauty professionals should do as they interact and communicate with coworkers? A. Remain neutral. B. Avoid gossip. C. Treat everyone with respect. D. Be willing to share their private life.

D. Be willing to share their private life.

Stephanie wants to become a better communicator at work. She feels as though her poor communication skills have led to numerous clients abandoning her as their beauty pro and her business as their place to go for beauty and styling services. You are Stephanie's close friend. Which of the following pieces of advice would LEAST help Stephanie in her quest toward better communication skills and practice? A. Communicating effectively is the basis of all long-lasting relationships with clients. B. Effective communication fosters a positive team environment. C. Effectively expressing ideas is a necessary skill for career advancement. D. Good communication skills completely eliminate any potential workplace conflict.

D. Good communication skills completely eliminate any potential workplace conflict.

Which of the following is NOT one of the practical steps for effectively communicating in the workplace? A. Be attentive. B. Talk less and listen more. C. Believe in yourself. D. React instead of responding.

D. React instead of responding.

What is the FIRST step in the 10-step consultation method? A. Perform a needs assessment. B. Discover and rate the client's preferences. C. Analyze the client's characteristics. D. Review the intake form.

D. Review the intake form.

Abigail's policy as a beauty pro is to allow her clients to be no more than 15 minutes late before they are required to reschedule. She does, however, build in a bit of extra time in between clients to allow for someone who is less than 15 minutes late. When this does happen, she keeps the appointment and politely reminds the client of her late policy. When clients are more than 15 minutes late, she also usually keeps the appointment and simply reschedules the subsequent clients with her apologies. Where is Abigail going wrong? A. She should not build in any extra time to allow for slightly tardy clients. B. She should not mention her late policy when clients show up tardy. C. Her 15-minute policy should really be a 5-minute policy. D. She should not keep appointments for very tardy clients at the expense of subsequent clients.

D. She should not keep appointments for very tardy clients at the expense of subsequent clients.

When should a client consultation be performed? A. only for the first few client visits B. only during the initial client visit C. only during the initial client appointment call D. as part of every single service

D. as part of every single service

What is the BEST first step for a beauty professional to take toward helping a client to make choices that reflect a personal sense of style? A. consulting with the manager B. creating a "client template" C. speaking with the client D. doing a little research

D. doing a little research

As Eliot is escorting his new client, Gilbert, to his station, he is relieved to see that it is just how it should be according to the recommendations of both his instructors from school and the shop's manager. Which of the following MOST LIKELY describes how Eliot's workstation looks? A. carefully arranged with personal items so that Gilbert can get an idea of Eliot's personality B. filled with more expensive products than Gilbert had spoken about so that Eliot can upsell C. cluttered with strategically chosen products according to Gilbert's profile D. freshly cleaned and uncluttered

D. freshly cleaned and uncluttered

Treatment brochures are MOST often ______. A. designed by business owners B. created by beauty professionals C. kept on hand in case of emergency D. provided by manufacturers

D. provided by manufacturers

When should the client intake form be started? A. the moment the new client comes in for the first visit B. the moment the new client requests a second appointment C. the moment the new client's first services are completed D. the moment a new client calls to make an appointment

D. the moment a new client calls to make an appointment

Martha's instructor has told her that she should take practical steps for effectively communicating in the workplace. Which of the following is LEAST likely to be one of the steps Martha's instructor mentioned? A. to believe in herself B. to respond instead of reacting C. to be attentive D. to talk more and listen less

D. to talk more and listen less