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communicating for success

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