Milady Exam Review, Ch. 4, Communicating for Success

One important golden rule of communication for building a successful beauty industry career is to _____. A. Be aware of your body language B. Speak softly C. Use casual grammar and slang D. Be casual and comfortable

A. Be aware of your body language

When should the client consultation be performed? A. Before the actual service B. During the service C. After the service D. When booking the appointment

A. Before the actual service

If a client is revealing increasingly personal details, one recommended strategy is that you _____ or find a reason to excuse yourself, and when you return, change the subject or suggest a mini relaxation service. A. Change the subject B. Reveal a personal detail C. Discontinue the service D. Turn on a loud machine

A. Change the subject

You may want to schedule clients who are _____ late for the last appointment for the day or ask them to arrive earlier than the actual appointment time. A. Habitually B. Never C. Rarely D. Occasionally

A. Habitually

The ability to understand people is _____ to operate efficiently in many industries. A. The key B. Irrelevant C. Incidental D. Unimportant

A. The key

It is recommended that you allow how much time in your schedule to do the client consultation? A. 3-5 minuets B. 5-15 minuets C. 1-3 minuets D. 15-20 minuets

B 5-15 minuets

If you are involved with a scheduling mix-up , always remember to _____. A. Be polite while arguing that you are correct B. Be polite and never argue about who is correct C. Be assertive and argue that you are correct D. Be aggressive , but refrain from arguing

B. Be polite and never argue that you are correct

A practical step for effectively communicating in the workplace is to ______. A. Be inattentive B. Believe in yourself C.talk more and listen less D. React instead of respond

B. Believe in yourself

As a cosmetologist, do not attempt to fulfill the role of _____, career guide, parental sounding board, or motivational coach for any of your clients. A. Hair color expert B. Counselor C. Professional acquaintance D. Polite listener

B. Counselor

The ninth step of the 10 step consultation method is to ______. A. Review the consultation B. Discuss upkeep and maintenance C. Make color recommendations D. Review the client's lifestyle

B. Discuss upkeep and maintenance

The act of successfully sharing information between two people (or groups of people) so that the information is understood is called ______. A. Direct communication B. Effective communication C. Strong communication D. Overt communication

B. Effective communication

In handling a client who is dissatisfied with a service, the ultimate goal is to _____. A. Convince the client that you are right and she is wrong B. Make the client happy and willing to return for future services C. Get the client out of the salon as quickly as possible D. Fully satisfy the client, regardless of the cost

B. Make the client happy and willing to return for future services

As you interact and communicate with coworkers, you should be honest and ______. A. Oblivious B. Sensitive C. Frightened D. Averse

B. Sensitive

The ____ is the communication with a client that determines the client's needs and how to achieve the desired results. A. Client conversations B. Client communication C. Client consultation D. Client conference

C client consultation

You reactions to situations beyond your control and your ability to ______ in the face of challenges are critical to being successful in a people profession. A. Stand up B. Communicate effectively C. Control fear D. Remain assertive

C. Communicate effectively

Good communication skills reduce potential workplace ______. A. Harmony B. Compatibility C. Conflict D. Consistency

C. Conflict

The third step of the 10 Step Consultation Method is to ______. A. Perform a needs assessment B. Analyze the clients hair C. Determine and rate the client's preferences D. Review the client's lifestyle

C. Determine and rate the client's preferences

When interacting and communicating with coworkers, make every effort to remain ___ and resist being pulled into spats or cliques. A. Assertive B. Aggressive C. Objective D. Aloof

C. Objective

The sixth step of the 10-Step Consultation Method is _____. A. Review the intake form B. Determine and rate the client's preferences C. Show and tell D. Discuss upkeep and maintenance

C. Show and tell

When communicating with your salon manager about an issue or problem, it is recommended that you ___ beforehand. A. Coverup your mistake B. Think of possible excuses C. Think of possible solutions D. Think of who you can blame

C. Think of possible solutions

To earn a client's _____ and loyalty, be consistent by always having a positive attitude. A. Money B. Affection C. Trust D. Respect

C. Trust

When you meet an older client for the first time, you should ____. A. Address the client by the honorific B. Address the client solemnly C. Address the client by their first name D. Ask how the client wishes to be addressed

D. Ask how the client wishes to be addressed

If a client requests a specific cut or color that she has seen on a celebrity that cannot be achieved, you should ____. A. Create your own design ignoring what the client has specified that she would like B. Refuse the service and tell the client this cut or color would not work for her C. Perform the service since this is what the client has requested D. Create a plan, offer alternative looks, and set future goals

D. Create a plan, offer alternative looks, and set future goals

Effective human relations and communication skills build ______, accelerate professional growth, and promote a positive work environment. A. Strong values B. Professional ethics C. Stimulating conversations D. Lasting client relationships

D. Lasting client relationships

The document also known as a client questionnaire, consultation card, or health history form is the client ______. A. Intake form B. Welcome form C. Greeting form D entrance form

a. Intake form