Milady Chapter 4

true

A consultation with a first-time client should be scheduled at least fifteen minutes prior to the actual appointment.

true

A fundamental factor in human relations has to do with how secure we are feeling.

gossip, unprofessional

A person who engages in __________ appears ____________, which will make others less likely to respect, trust or rely on that person.

true

A smile can be your best asset. Wear one every day.

maintain boundaries

Because the salon is a close-knit community in which people spend long hours working side by side, it is important to:

professional manner

Behaving in a _______is the first step in making meaningful, in-salon communication possible.

true

Communicating effectively is the basis of all long-lasting relationships with clients and coworkers.

true

Communication is the act of effectively sharing information between two people, or groups of people, so that it is effectively understood

true

Effective human relations and communication skills build lasting client relationships, aid in your growth, and help prevent misunderstandings.

say that they both make good points but that they should decide for themselves

Gary and Anna are arguing over the best way to organize the storage area. Gary thinks everything should be organized by product type, while Anna thinks the most frequently used products should be placed in the most accessible area, and less frequently used products should be placed toward the back. As they argue, Gary asks Shondra for her opinion. What should Shondra do?

15

Generally, clients are asked to reschedule an appointment if they are more than ____ minutes late.

make a note of it on the service record card.

If Danielle reviews the client intake form and sees that Rachel is using a prescription shampoo to treat a case of dandruff, Danielle should:

1:45

If Rachel's appointment was scheduled for 2:00, what time should she have been instructed to arrive at the salon?

refrain from arguing about who is correct

If a client scheduling mix-up occurs, you should:

boundaries, work

In the salon community, working closely for long hours with your coworkers, it is important to maintain _________ and remember that the salon is ultimately the place where you _______.

reflective listening

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

15

New clients should be instructed to arrive _____ minutes early so they can complete the client intake form.

false

Not every new client needs to fill out a client intake form.

​record the results on a service record card

Once the service is completed and the client is satisfied, you should:

ask her manager for advice

Over the past week, Anna has been very curt with Shondra, and when she asks if she has done something to offend her, Anna tersely replies, "No, everything is fine." What should Shondra do?

well run

Salons that are __________conduct frequent and thorough employee evaluations.

talk to one of her friends from outside of the workplace

Shondra has been having a difficult time with her boyfriend, and she would like to talk to someone and get their advice about what to do. What should Shondra do?

true

Show people you care by listening to them and trying to understand their point of view.

false

Talk more, listen less.

client consultation

The _____ is the communication with a client that determines the client's needs and how to achieve the desired results.

manager

The ____________ has the most responsibility regarding the salon's overall operation.

show and tell

The sixth step of the 10-Step Consultation Methods is

false

To earn a client's trust and loyalty, you need to always approach a new client in a formal and reserved manner.

select a single style option you feel the client will like best.

To properly prepare for a consultation, you should do all of the following except

take her on a tour of the salon

What else should Danielle have done before giving Rachel the client intake form?

analyze the client's hair

What is the fourth step of the 10 - Step Consultation Method?

to make the client happy

What is the ultimate goal when you encounter a client who is dissatisfied?

Thank your manager for taking the time to do the evaluation​.

What should you do at the end of your employee evaluation?

reiterate everything she and Rachel have agreed on

When Danielle comes to the end of Rachel's consultation, she should:

immediately change what the client dislikes if it is possible to do so.

When a client is unhappy, it is recommended that you

discuss your personal life

When communicating with your coworkers, you should do all of the following EXCEPT:

education

When making recommendations to a client, which of the following is NOT an example of criteria you will base your suggestions on?

"What I heard you say is . . ."

When reviewing the consultation with the client, it is recommended that you reiterate everything you have agreed on, using a phrase such as

solutions

When seeking advice about an issue or problem, think of _________ beforehand.

keep the topics of conversation professional

When working with older clients, as a general rule you should:

​Always remember that talking is the best relationship builder.

Which of the following is NOT one of the golden rules of communication?

React instead of responding

Which of the following is NOT one of the practical steps for effectively communicating in the workplace?

"How manageable would you say your hair is on a scale of 1 to 10, with 1 being not manageable and 10 being very manageable?"

Which question should Danielle ask Rachel to determine how manageable her hair is?

How would you rate the manageability of your hair on a scale of 1 to 10, where 1 is poor and 10 is excellent?

Which question should you ask when determining how the client feels about the manageability of his or her hair?

swatches

Which term refers to bundles of hair dyed to match particular haircolor shades offered by a manufacturer?

effective communication

Which term refers to the act of successfully sharing information between two or more people so that the information is understood?

Review the client's lifestyle.

You should ask your clients how much time they want to spend on their hair each day as part of which step of the 10-step consultation method?

deserve respect

Your colleagues are professionals who __________.

constructive criticism

__________ will help you achieve professional goals and ensure the salon's success.

treat everyone with respect

___________ is a guideline you should keep in mind as you interact with coworkers.

Completing a self-evaluation

_____________demonstrates that you are serious about your growth and opportunities to grow.

at least two

​How many additional services should you suggest during the 10-step consultation method?

​service record card

​The _____ is the client's permanent progress record of services received, results, formulations, and products used during the service.

​service record card

​The client intake form is NOT also known as a:

introduce them to other people they may interact with in the salon

​To earn clients' trust and loyalty, you should always:

review the consultation

​What is the last step of the 10-step consultation method?

​Perform a self-evaluation.

​What should you do as the time for your employee evaluation draws near?

Review the intake form

​What should you do first when completing the 10-step consultation method?

seek help from someone you respect

​What should you do if you find yourself at odds with a coworker?

change the subject as soon as you can

​What should you do if your client is gossiping?

​release statement

​When receiving services at a cosmetology school, the client may be asked to sign a _____, indicating that he or she is aware that the service is being provided by a student.

maintain a professional demeanor

​When your clients are your peers, you should:

​What at-home products do you use?

​Which question should you ask when analyzing a client's hair?