Chapter 4. Communicating for success

Salon manager

A ______ is the person who is responsible for hiring and training staff, and will also be instrumental in helping you achieve your professional goals. A. Team leader B. Marketing mentor C. Salon manager

Classic

A client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns may best be described as having a(n) _____ style. A. Modern B. Old-fashioned C. Classic

Talk less and listen more

An important practical step that promotes effective communication is to _____. A. Use nonverbal signals B. Have a written trail of records C. Talk less and listen more

Analyze the client's hair

During which step of the consultation should you ask the client what at-home products he or she uses? A. Review client's lifestyle B. Show and tell C. Analyze the client's hair

Communication

Effective human relations and ______ skills build lasting relationships, accelerate professional growth, and promote a positive work enviroment. A. Marketing B. Communication C. Technical

Intake form

Every new client should complete a client, _____' also called a client questionnaire, consultation card, or health history form. A. Financial statement B. Intake form C. Personal history

Sensitivity

Honesty is always the best policy, but practicing ______ will ensure that you think before you speak. A. Meditation B. Loyalty C. Sensitivity

Neutral

If a dispute arises among your salon team members, it is important for you as a fellow team member to remain respectful, objective, and ______. A. Informative B. Vocal towards management C. Neutral

Customer service

In cosmetology, ______ is the cornerstone of success. A. Customer service B. Education and training C. Management skills

Discuss upkeep and maintenance

In which step of the consultaion would you counsel clients on salon maintenance, lifestyle limitations, and home maintenance commitments. A. Suggest options B. Discuss upkeep and maintenance C. Review the consultation

Reflective listening

Listening to the client and then repeating, in your own words, what you think the client is telling you is known as ______. A. Productive communication B. Question and answer C. Reflective listening

Counselor

Maintaining an appropriate client relationship means that you do not attempt to fulfill the role of _____ with any client. A. Counselor B. Manager C. Stylist

Service record card

The ______ is the client's permanent progress record of services received and contains the results, formulations, products used during services, as well as any sensitivities or allergies. A. Service record card B. Client's intake form C. Client medical history

Effective communication

The act of successfully sharing information between two people, or groups of people, is known as ______. A. Reflective listening B. Mirroring C. Effective communication

During your evaluation meeting

The most opportune time to discuss increasing your client bookings, raising your pay scale, or the possibility of future advancement with your manager is ______. A. Via e-mail B. After work C. During your evaluation meeting

Professional portfolio

What is a collection of photos and images of a stylists work that she or he can use during the consultation to assist a client is making decisions about style and color? A. Fashion magazine B. Swatch book C. Professional portfolio

Ask for specifics

What is one of the first steps you should take when a client is dissatisfied with a service? A. Cancel future appointments B. Ask for specifics C. Avoid discussing the issue

Review and intake form

What is the first step in the 10-step consultation method? A. Analyze the client's hair B. Review and intake form C. Discuss maintenance

Client consultation

What verbal communication with a client assists in determining the client's needs and how to achieve the desired results? A. Client consultation B. Intake interview C. Personal assessment

Complain about colleagues

When communicating with your salon manager, you should be honest and open, have correct information, and never, _____. A. Attempt to problem solve B. Be willing to compromise C. Complain about colleagues

Never argue and always be polite

When handling a scheduling mix up with a client, it is recommended that you _____. A. Downplay the issue B. Defend your point of view C. Never argue and always be polite

Photos

When making color recommendations to a client, it is important to ensure that you both are speaking the same language. Using ______ is one way to eliminate the possibility of a color mistake. A. Swatch books B. Product labels C. Photos

Lifestyle, face shape, and hair type

When making recommendations to a client regarding hair style or color, which of the following criteria should be used? A. Lifestyle, occupation, and daily schedule B. Lifestyle, face shape, and hair type C. Hair type, body type, and lifestyle

During each salon visit and service

When should a client consultation be performed? A. Before the first salon visit and service. B. After each salon visit C. During each salon visit and service

Salon manager

Which relationship has a vested interest in the success of the stylists? A. Salon manager B. Product distributors C. Teacher

Generational differences

Your older clients may not like gum chewing, slang, or the use of yeah instead of yes. Awareness of these _____ will help you remain professional with all clientele. A. Cultural biases B. Social protocol C. Generational differences