Chapter 3 Foundations Exam Prep Communicating For Success

At which of the following interactions is it best to determine the clients needs and how to achieve the desired result? A. Client consultation B. Service record C. Client intake D. Total look concept

A. Client consultation

A client consultation should be performed __________. A. At every single service salon or spa visit B. Only for the first few client visits C. Only during the initial client visit D. Only during the initial client appointment call

A. Every single service salon or spa visit

Which of the following is not one of the reasons why professionals should study and have a thorough understanding of communicating for success? A. Good communication skills, while increasing workplace conflict, better prepares workers to deal with it B. Learning how to communicate effectively can help beauty professionals improve retail sales C. Effective communication fosters a positive team environment D. Effectively expressing ideas is a necessary skill for career advancement

A. Good communication skills, while increasing workplace conflict, better prepares workers to deal with it.

To practice reflective listening, you should _________. A. Listen to the client then repeat, in your own words, what you think the client told you B. Have an assistant listen to the client and then ask them to tell you what the client said C. Try to remember what the client requested without actually having to ask them to repeat it D. Pretend to listen to the client while actually beginning to concentrate on their styling

A. Listen to the client then repeat, in your own words, what you think the client told you

The ultimate goal when you encounter a dissatisfied client is to _________. A. Make the client happy B. Never accept any blame C. Let your expertise shine D. Always be upselling

A. Make the client happy

As the time for your employment evaluation draws near, you should _________. A. Perform a self evaluation B. Try to delay your upcoming evaluation C. Try not to take the evaluation too seriously D. Dramatically improve your behavior

A. Perform a self evaluation

If a client starts gossiping, try all of the following except ________. A. Quietly joining in on the gossip B. Talking about the styling you're doing C. Giving a quick tip for treatment and home care D. Changing the subject

A. Quietly joining in on the gossip

The first step in the 10-step consultation method is to ___________. A. Review the intake form B. Discover and rate the client's preferences C. Perform a needs assessment D. Analyze the clients characteristics

A. Review the intake form

What should you do when speaking with a very unhappy client about a scheduling mixup? A. Stay detached B. Assume the blame C. Get emotional D. Be very firm

A. Stay detached

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

A. They prefer personal over professional conversation

Which of the following is most important when reflective listening? A. Trying to prevent the client from saying too much B. Not interrupting while the client is speaking C. Focusing on other things while the client is speaking D. Steering the client into choices you think are best

B. Not interrupting with all the client is speaking

Clients who are overly late for an appointment or habitually late for appointments cause problems because ___________. A. Clients must show their loyal to beauty professionals with every action they take B. Beauty professionals depend on appointments and scheduling to maximize work hours C. Beauty professionals must be strict and rigid in all of their business practices D. Clients that cannot arrive on time do not deserve the services of a beauty professional

B. Beauty professionals depend on appointments and scheduling to maximize work hours

When you trust your judgment, uphold your values, and stick to what you believe is right, you show that you ___________. A. Take your temperature B. Believe in yourself C. Talk less and listen more D. Are attentive

B. Believe in yourself

When trying to resolve an unhappy client problem, you should ________________. 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

Among the important guidelines for interacting and communicating with your manager are all of the following except _________. A. Getting your facts straight B. Ignoring constructive criticism C. Being a problem solver D. Being open and honest

B. Ignoring constructive criticism

If a client arrives late and you have the time to take the appointment without jeopardizing other appointments you should __________. A. Politely tell the client you can no longer accept his or her business B. Politely advise the client of the late policy C. Provide the client with services without mentioning his or her tardiness D. Politely ask the client to reschedule anyhow

B. Politely advise the client of the late policy

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

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

One way of demonstrating that you ___________ is not crossing your arms when listening to clients or team members. A. Use correct English B. Believe listening is the best relationship builder C. Are aware of your body language D. Speak clearly and loudly enough for people to hear

C. Are aware of your body language

Most importantly, your workspace should ________. A. Adorned with personal items that tell a lot about you B. Have lots of family pictures for the client to admire C. Be clean and uncluttered D. Have as many samples of products on it as possible

C. Be clean and uncluttered

Which of the following is the first step in making meaningful in spa or salon communication a reality? A. Treating everyone with respect B. Being honest and sensitive C. Behaving in a professional manner D. Remaining objective

C. Behaving in a professional manner

The client intake form should be started the moment a new client ____________. A. Request a second appointment B. Comes to the spa for the first time C. Calls to make an appointment D. Completes their first in spa services

C. Calls to make an appointment

You should not try to upsell services ____________. A. Ever B. When working with an old client who values and trust your opinion C. When a client absolutely does not want to talk about adding on other services D. When working with a new client home you're not very familiar with

C. When a client absolutely does not want to talk about adding on other services

Generally, if clients are more than ____ late, they should be asked to reschedule. A. One hour B. Five minutes C. 30 minutes D. 15 minutes

D. 15 minutes

It is appropriate to go to your manager with a complaint about a colleague ___________. A. Anytime a colleague has done something to upset you B. Under no circumstances C. Any time at all D. After you have tried everything to handle the problem yourself

D. After you have tried everything to handle the problem yourself

At your employee evaluation, you should not _______. A. Ask when your pay scale might be increased B. Ask when you might be considered for promotion C. Ask when you can take on more services D. Approach your manager cautiously and shyly

D. Approach your manager cautiously and shyly

As beauty and wellness professionals interact and communicate with coworkers, they should not _________. A. Avoid gossip B. Remain neutral C. Treat everyone with respect D. Be willing to share their private life

D. Be willing to share their private life

In which of the following ways can you best participate proactively in your career and in your success? A. By avoiding self evaluation B. By approaching the evaluation pessimistically C. By not thinking too much about either D. By communicating your desires and interests

D. By communicating your desires and interests

As a beauty and wellness professional, what is the best first step to take towards helping your client to make choices that reflect a personal sense of style? A. Creating a 'client template' B. Consulting with your manager C. Speaking with the client D. Doing a little research

D. Doing a little research

As part of effectively communicating in the workplace, it is important to take your temperature because ____________. A. When you do, you trust your judgment B. When you do, you stick to what you believe is right C. Some clients are clear about what they want, but others may not be D. If you are tired or upset, your interactions with clients may be affected

D. If you are tired or upset, your interactions with clients may be affected

The service record card is all except which of the following? A. It is the clients permanent progress record of services received B. It is completed by the beauty professional performing the service C. It is updated with each client visit D. It is intended for the client's use

D. It is intended for the client's use

At the end of your employee evaluation meeting, you should not _________. A. Thank your manager for the feedback B. Thank your manager for the guidance they gave you C. Thank you manager for taking the time to do the evaluation D. Keep your self-evaluation to yourself

D. Keep your self-evaluation to yourself

Do practical steps perfectively communicating in the wordplace includes all except which of the following? A. Believe in yourself B. Talk less, listen more C. Be attentive D. React instead of responding

D. React instead of responding