Chapter 4: Workbook Questions

True or False: The salon manager is usually the person with the least responsibility regarding the salon's day-to-day operation.

False

Why should you avoid using slang expressions when speaking with clients?

Older clients in particular don't like chewing loudly, slang, or the use of the "yeah" use "yes". They also like hearing "please" and "thank you".

True or False: It is unwise to become a client's counselor, career guide, parental sounding board, or motivational coach.

True

True or False: Staff members should support management and the salon by following the rules and guidelines that are set.

True

True or False: The client consultation is one of the most important part of any service.

True

Which conversational topics are considered neutral and appropriate for use with a client in the salon?

1. A new movie that was just released 2. A new color line in the salon is offering 3. Your client's upcoming vacation

Most of a stylist's ________________________ will depend on his or her ability to communicate successfully with a range of people.

Achievements

What is one strategy for dealing with an aggressive client?

Agree with him or her

What is the best way to decide how to address new clients?

Ask clients up front what they would like you to call them.

How should you act the first time you meet a client?

Be Polite, genuinely friendly, and inviting

What should you do when scheduling mix-up occurs?

Be polite and never argue about who is correct.

Even though a scheduling mix-up may have the client fuming, you need to stay ____________ and move the conversation squarely into resolving the confusion.

Detached

How often should a client consultation be performed?

Every visit

You are performing a consultation on a stylish, younger female client and she uses a slang term to describe how she would like to look. You have no idea what she means at all. What should you do?

Explain that you have never heard that expression before and ask her what does it mean.

One key to a successful client consultation is making sure the consultation area is _______________ and uncluttered.

Freshly cleaned

Why do you think it is important to offer a client at least two additional services to complete or improve a style?

It completes the look or improves in some way. In addition to color, this could be a texture service for the added movement or complement your client's new style. Be sure to offer two or more additional services.

Before making a recommendation to a client about a particular look or style, wait for the client to give you _________________ to do so.

Permission

A happy client means____________________________ for both you and the salon.

repeated business

True or False: To become a successful stylist, you should only work with clients who share your own age, style, and social background.

False

Communicate professionally by using the __________________________ and thoroughly explaining the features and benefits of the products and services provided.

Proper Terminology

How can you make the most of the client consultation dialogue?

Be well prepared

Why is the intake form a valuable source of information about a client?

The salon requires information before you can begin the service, and its important to arrive 15 minutes ahead of the appointment to fill out the consultation.

Should you rate yourself in the weeks and months ahead of your evaluations?

Yes, so you can assess your progress and performance.

The key to operating effectively in many professions is to understand _________________. Why is it especially true for cosmetologist?

______________= People 1. Customer service is central to success.

Explain the steps you need to take to earn clients' trust and loyalty.

1. Be Consistent: Always have a positive attitude and introduce yourself and use the clients name throughout the service. 2. Introduce clients to people they may have interactions with while in the salon, including potential providers for other services such as skin care or nail services.

What things should you strive for when dealing with your manager?

1. Be a problem solver 2. Be honest and open 3. Get your facts straight 4. Do not gossip or complain about colleagues 5. Be open to constructive criticism

What points should you keep in mind as you interact and communicate with coworkers?

1. Treat everyone with respect 2. Remain objective 3. Be honest and sensitive 4. Remain neutral 5. Avoid gossip 6. Seek help from someone you respect 7. Do not take things personally 8. Keep your private life private

A new client should arrive approximately _________ ahead of his or her appointment to complete the clients intake form.

15 Minutes

Which of the following is an example of the client's styling parameter?

Hair Types

Why do many professionals never take advantage of the crucial communication opportunity to discuss future advancement with their managers?

They're too nervous and unprepared to discuss these types of issues.

How else do people communicate?

Voice inflections, facial expressions, body language, or visual tools.

At the end of the client consultation, you should not begin the service until you have reviewed everything that you have agreed upon, received the client's __________________________, and have asked the client for feedback on the consultation process.

Confirmation

Listening to a client and then repeating, what do you think a client is telling you is called____________________________.

Reflective Listening

What types of salons make it a priority to conduct frequent and thorough employee evaluations?

Salons that run really well

The client's permanent progress record of services received including allergies or sensitive, results, formulations, and products used during the service or purchased for home used is called the ________________________.

Service record card

True or False: One guideline for building trust in a dissatisfied client is to try to find out why the client is unhappy by asking for generalities.

True

True or false: Without both older and younger clients, and ones from different social groups, you will not be able to build a solid client base for future business.

True

List three things that effective human relations and communication skills will help.

1. Client relationships 2. Accelerate professional growth 3. Promote a positive work environment

Every new client should fill out a client intake form, also called a _______________________, ________________________, or health history form.

1. Client-Questionnaire 2. Consultation

Behaving in a ___________________________ is the first step in making meaningful, in-salon communication a reality.

Professional Manner

In the salon community, working closely for long hours with your coworkers, it is important to maintain_____________________ and to remember that the salon is ultimately your place of ____________________.

1. Boundaries 2. Business

List Seven reasons why it is important for cosmetologists to study and have a through understanding of communicating for success.

1. Communicating effectively: The basis of long-lasting relationships with clients and coworkers. 2. The communication process will help stylists with the consultation process with clients. 3. Effective communication: Fosters a positive team environment. 4. Good communication skills reduce potential workplace conflict. 5. Learning how to communicate effectively can help stylists improve retail and service sales. 6. Practicing professional communication ensures that clients will enjoy their experience, encourages their continued patronage. 7. Effectively expressing ideas is a necessary skill for career advancement.

What two ways are appropriate ways of dealing with unhappy clients?

1. Find out why the client is unhappy 2. If the problem cannot be fixed, honestly and tactfully explain why.

What items should you have on hand for use in the client consultation?

1. Have a variety of styling books and digital images. 2. Show a variety of style options. 3. Have a portfolio 4. A swatch book or ring is a great tool to discuss hair color options

List ways which tardy clients can be handled so that you do not lose their business or ruin your day's schedule.

1. If clients are 15 minutes late, they should be asked to reschedule 2. If a client arrives late and you have time for the second appointment without realizing other appointments, politely advise the client of the late policy. 3. As you get to know your clients, you will learn who is habitually late. You may want to schedule such clients for the last appointments of the day or ask them to arrive earlier than the appointment. If your running late, have the receptionists call your clients and let them know and the receptionists can give them a chance to reschedule or come a little later than their schedule time.

List the golden rules of the communication to build a successful beauty industry career.

1. Project a professional demeanor at all times. 2. A smile can be your best asset, wear one everyday. 3. Be aware of your body language. 4. Always remember that listening is always key. 5. Speak clearly and loudly enough for the people to hear you. 6. Use correct English!

List five practical steps for effectively communicating in the workplace and explain what each one means to you.

1. Respond instead of reacting: Respond in a respectful way instead of reacting to a situation because it is not worth reacting for. 2. Believe in yourself: If you believe in yourself and not think negative you will be able to achieve anything. 3. Talk less, listen more: Pay full attention to what the client says and always be a good listener. Do not talk about your personal life and make some conversation but not a lot. 4. Be attentive: Some clients are really clear and firm about what they want, some are really demanding. If you have an aggressive client, ask your manager for some advice. Ask the client what can you do to make the service better. 5. Take your temperature: Take care of your personal conflicts first so that you can take the best possible care of your clients.

List the 10-Step Consultation Method:

1. Review the Intake Form: After the service, record any information or products that were used. Also make notes on the service record card (some salons will have a joint intake form and service record card). 2. Perform a Needs Assessment: Discover what they client wants and needs. 3. Determine and Rate the Client's Preferences: Determine what services that will be best for your clients. 4. Analyze the Client's Hair: Ask your clients what hair products do they use for their hair. Analyze the thickness, texture, manageability, condition, and strong growth patterns. 5. Review the Client's Lifestyle: Describe your personal style? How often do you shampoo your hair? Do you swim often? What are your styling abilities? How much time do you spend doing your hair each day? 6. Show and Tell: If a desired look cannot be achieved, create a plan and offer alternative looks and set future goals. Encourage your client to look through style books to see what they might like. Monitor the choices to make sure that it is feasible for the client's hair types. 7. Make Recommendations: Ask the client if you can make some recommendations. Before any suggestions, wait for him or her to give you permission first to do so. Once you have the okay, base your recommendations on the client's needs and desires such as lifestyle, hair type, and face shape. 8. Recommend Color: If the client already has color in their hair find out how long it has been in their hair and when was it last applied. When talking about color be really careful because you want to make sure you and the client are agreeing and understanding the same information. 9. Discuss Upkeep and Maintenance: Let the client know that throughout the service you will be educating them on various products that you would recommend for home use and at the end of the service, they will have the opportunity to choose those home care products that they need. 10. Review the Consultation: Review everything that you have agreed upon by using a phrase. Always take your time and ask your client for feedback on the consultation process. (This is the most critical step of the consultation because it determines the ultimate services.

A self-evaluation demonstrates that you:

Are serious about your improvement and growth

A client requests a hairstyle that they have seen on a friend or celebrity that will not suit the client. What should you do?

If the style cannot be achieved, make a plan, offer looks, and set future goals.

At the conclusion of the service, what information should you record on the service record card?

Note anything you did that you want to do again, and things you would do differently next time. Also make a note of the final results and any retail products that the clients purchased.

Explain why tardy clients create a problem:

One tardy client can set back an appointment calendar and make stylists late for other services. Being late can be really hard and stressful.

Explain the three step plan for making retailing recommendations to a client.

Step 1: Once you have chosen the product you have for the client, explain to them this is what I recommend. Step 2: Explain why you recommend the product. Refer back to the concerns the client expressed during the consultation. Step 3: Describe how the client should use the product at home.

It helps to remember that managers are __________________________.

Stylists

Define Effective Communication.

Successfully sharing information between two people or groups so that the information is understand completely.

At the end of the meeting, you should____________________________________________________ and for the feedback and guidance they gave you.

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

What is the purpose of the client consultation?

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

In some cosmetology schools, the client intake form may be accompanied by a ___________________________. What is its purpose?

___________________________= Release statement Purpose: The client acknowledges that the services is being provided by a student who is under consultation.