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Communicating
communicating for success
| Question | Answer |
|---|---|
| Transmitting information through symbols, gestures, or behaviors is called: A. rituals B. communion C. communication D. sign language | C. communication |
| When you communicate, you engage in all the following processes except: A. receiving messages B. meditation C. establishing relationships D. sending messages | B. meditation |
| An important first step in communicating with your client is: A. clarification B. advising C. making a sale D. giving your opinion | A. clarification |
| Repeating back to the client in your own words what you think she is telling you is called: A. repetition B. reflective listening C. mimicking D. impersonation | B. reflective listening |
| To determine the results your client is looking for, set aside time at the begining of each appointment for a: A. gossip session B. gripe session C. client consultation D. personal discussion | C. client consultation |
| During the client consultation, be prepared with certain items, including: A. pictures of yourself B. your diploma C. the salon's tardiness policy D. styling books | D. styling books |
| A person who prefers elegant, sophisticated clothing is categorized as having: A. a lack of imagination B. high expectations C. a classic style D. a large budget | C. a classic style |
| A client with young childeren who is not working outside the home will most likely choose: A. a layered style B. a dramatic look C. a low-maintenance style D. short hair | C. a low-maintenance style |
| Keeping thorough, accurate consultation cards for your clients helps: A. with remainder calls B. when you meet a new client C. build good client relationships D. keep your day on schedule | C. build good client relationships |
| When scheduling a new client: A. run a credit check B. allow extra time for a consultation C. call to be sure she's coming D. require payment beforehand | B. allow extra time for a consultation |
| Ideally, a special space should be set up for a consultation area and equipped with: A. salon supplies B. shampoo bowl C. hair color swatches D. old magazines | C. hair color swatches |
| If you learn during the consultation that your client does her own color services at home: A. refuse to work on her hair B. ask how often and with what products she colors C. offer to redo it for free D. laugh and shake your head | B. ask how often and with what products she colors |
| One of the most important aids to use in your consultation is: A. food and drink B. a sales pitch C. shears and comb D. a mirror | D. a mirror |
| The best way to maintain the information gained during a consultation is by: A. recording it on a consultation card B. getting the receptionist to track it C. having the manager keep track D. asking the client to write it down | A. recording it on a consultation card |
| The personal skills that will contribute to your success do not include: A. being honest and ethical B. smiling and being courteous C. giving others the benefit of the doubt D. always having the right answer | D. always having the right answer |
| If your client arrives past the limit for lateness, generally the best policy is to: A. let the client wait until you're free B. demand an explanation C. squeeze the client in D. ask them to reschedule | D. ask them to reschedule |
| The ultimate goal when dealing with an unhappy client is to: A. keep them from telling anyone else B. convince her that she's satisfied C. get her to pay for the service and return D. get her out of the salon | C. get her to pay for the service and return |
| One of the guidelines for dealing with a dissatisfied client is to: A. find out specifics B. tell her how great she looks C. suggest she give it time D. argue to prove you're right | A. find out specifics |
| Calling on your manager for help with a client is: A. useful when all else has failes B. a bad career move C. the first thing to do D. potentially embarrassing | A. useful when all else has failes |
| In addition to developing good personal skills with your client, it is important to: A. build relationships w/coworkers B. avoid working w/irritating coworkers C. keep all personal information to yourself D. share the latest gossip w/your coworkers | A. build relationships w/coworkers |
| Guidelines for personal interaction with your coworkers include all the following except: A. sharing personal problems B. remaining neutral C. treating everyone with respect D. not taking things personally | A. sharing personal problems |
| Being objective with your coworkers: A. makes clients uncomfortable B. creates a cold atmosphere C. creates barriers D. cuts down on disagreement | D. cuts down on disagreement |
| One of the responsibilities of the salon manager is: A. getting involved in all issues B. looking out for stylists she likes C. keeping the business running smoothly D. resolving all personal problems | C. keeping the business running smoothly |
| When having a problem with a coworker, approach your manager: A. as soon as the problem arises B. for help in solving the problem C. to get it off your chest D. to tattle on the coworker | B. for help in solving the problem |
| To prepare for an employee evaluation: A. do a self-evaluation B. stay late C. flatter your manager D. cover up any mistakes | A. do a self-evaluation |
Created by:
hodges900
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