chapter 4 cosmo
during which step of the consultation should you ask the client what at-home products s/he uses ?
analyze the clients hair
what is one of the first steps you should take when a client is dissatisfied with a service ?
ask for specifics
a client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns may best be described as having an _______ style.
classic
what verbal communication with a client assists in determining the clients needs and how to achieve the desired result?
client consultation
effective human relations and _____ skills build lasting client relationships, accelerate professional growth, and promote a positive work environment.
communication
when communication with your salon manager, you should be open and honest, have correct information, and never _____
complain about co-workers
maintaining an appropriate client relationship means that you do not attempt to fulfill the role of ______ with any client
counselor
in cosmo, _________ is the cornerstone of success.
customer service
in which step of the consultation would you counsel clients on salon maintenance, lifestyle limitation, and home maintenance commitments?
discuss upkeep and maintenance
the most opportune time to discuss increasing your client bookings, raising your pay scale, or the possibility of future advancement with your manager is _____
during a evaluation meeting
when should a client consultation be performed ?
during each salon visit and service
the act of successfully sharing information between 2 people, or groups of people, is known as _____
effective communication
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
generational differences
every new client should complete a client ______, also called a client questionnaire, consultation card, or health history form
intake form
when making recommendations to a client regarding hair color or style, which of the following criteria should be used?
lifestyle, face shape, and hair type
if a dispute arises among your salon team members, it is important for you as a fellow team member to remain respectful, objective, and _____
neutral
when handling a scheduling mix-up with a client, it is recommended that you ______
never argue and always be polite
when making color recommendations to a client, it is important to endure that you both are speaking the same language. Using _____ is one way to eliminate the possibility of a color mistake.
photos
what is a collection of photos and images of a stylists work that s/he can use during the consultation to assist a client in making decisions about style or color ?
professional portfolio
listening to the client and then repeating, in your own words, what you think the client is telling you is known as _____
reflective listening
what is the first step in the 10-step consultation method ?
review the intake form
a ____ is the person who is responsible for hiring and training staff, and will also be instrumental in helping you achieve your professional goal.
salon manager
which relationship has a vested interest in the success of the stylist ?
salon manager
honesty is always the best policy, but practicing ____ will ensure that you think before you speak.
sensitivity
the _____ is the clients permanent progress record if services received an contains the results, formulations, products used during services, as well as any sensitivities or allergies.
service report card
an important practical step that promotes effective communication is to ______
talk less listen more