Chapter 4 - Communicating for Success

Many salons set a limited amount of time that they allow a client to be late before they require them to reschedule. what is the common time limit?

15 minutes

How much time is it recommended that you set aside for the client consultation?

5-15 minutes

When using the 10-step consultation method, what should you do next after discussing the client's personal preferences??

Analyze the clients hands and fingertips

Clients with dramatic style generally _____________________>

Choose nail designs that demand greater attention

Which is not one of the golden rules of human relations?

Communicate from your head and problem solve from your heart

When we feel secure, we act in a ________manner.

Confident

Effective communication is defined as a act of _____>

Sharing information between two people or groups

Why is it best to avoid the use of slang?

The same word can have a different meaning across cultures

When faced with an unhappy client in a situation where you are unsure of what to do , it is recommended that you call on ________________ or the salon manager for suggestions.

a more experienced nail technician

A periodic review of an employee's behaviors and activities important to the salon is called ___________________.

an employee evaluation

The client consultation form is also sometimes called ________.

an intake form

When interacting with the salon manager, you should___________

be open to constructive criticism

If you get involved in a scheduling mix up, you should_________________

be polite and refrain from arguing

when should you do your client consultation?

before the service starts

A good way to handle the ups and downs of human relations is to __________

believe in yourself

A client consultation form can best be described as a __________.

client questionnaire

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.

communicate

Clients are coming to you for services and paying for your expertise, which means you need to ________-every time they come to see you.

court them

During the client consultation you should _____________

discuss the client's nail history

You can communicate through words, voice inflections, ______________, body language, or visual tools.

facial expressions

Many beauty professionals do not take advantage of the crucial communication opportunity with their supervisor to discuss their___________

future advancements

When you meet a client for the first time, you need to be _______>

genuinely friendly

If you are running late and you know it will cause delays for a later client, it is recommended that you _________________

have the receptionist call or text the client, explain the situation,and ask if she would like to reschedule

If a client has a problem with the service and you cannot change what she dislikes, you should _____________

honestly and tactfully explain why the problem can not be fixed

People who create conflict most likely feel _________

insecure

Effective human relations and communication skills build ____ accelerate professional growth, and help prevent misunderstanding in the workplace.

lasting client relationships

Toward the end of the client consultation, you should counsel the client on the _____________associated with a given nail style or service as well as salon and home maintenance commitments needed to keep their nails looking their best at all times.

lifestyle limitations

Always remember that _____________is the best relationship builder

listening

As the time for your review draws near, it is recommended that you __________________.

perform a self- evaluation of your performance

A primary purpose of the client consultation is to have a conversation that will clue you in on his or her needs and ________

personal preferences

Before the clients get to your station for the consultation you should ______

put out a variety of pictures showing different nail shapes, lengths, and designs

To help your client make choices that reflect a personal sense of style, it is recommended that you __________.

research different fashion styles and determine which best suits the client

The salon manager is generally the person with the most responsibility regarding ____________

salon's overall operation

A fundamental factor in human relations involves a person's sense of _________________

security

When interacting with your co-worker's it is recommended that you _____________.

seek help from someone you respect when you are at odds with a coworker

Which of these steps in the consultation process involves encouraging clients to flip through your photo collections to discuss what they like and why?

show and tell

A person who prefers classic styling in clothing would likely want a ______ with respect to her nails, make up, and hair.

simple and sophisticated look

If your tardy client arrives and you have the time to take her without jeopardizing other clients' appointments, you should _______________

take her but let her know why in a pleasant manner

When a new client visits the salon for the first time, you should ______

take him or her on a quick tour of the facility

At the end of an evaluation performance review meeting, ____________________

thank the manager for the feedback and guidance

The client consultation form typically does not ask _________

the clients age

You should perform a client consultation____________

to some degree, as part of every service

Mutual respect, which transforms a good nail technician into a ___________ and colleague, naturally follows

trusted advisor

When you believe in yourself, you trust your judgement, __________________< and stick to what you believe is right.

uphold your values

Regardless of whether or not you like someone, your colleagues are professionals who deserve _______________.

your respect