Chapter 4: Communicating for Success - Milady

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

record the results on a service record card

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

reflective listening

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

refrain from arguing about who is correct

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.

release statement

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:

service record card

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

swatches

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

Always remember that talking is the best relationship builder.

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

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

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

15

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

15

What should you do if your client is gossiping?

Change the subject as soon as you can.

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

Perform a self-evaluation.

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

React instead of responding.

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?

Review the client's lifestyle.

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

Review the intake form.

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

Seek help from someone you respect.

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

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

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

What at-home products do you use?

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

at least two

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

discuss your personal life

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

education

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

effective communication

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

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

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

keep the topics of conversation professional

When your clients are your peers, you should:

maintain a professional demeanor

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

maintain boundaries