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Chapter 4
| Question | Answer |
|---|---|
| Effective human relations and _____ skills build lasting client relationships, accelerate professional growth, and promote a positive work environment. | Communication |
| In cosmetology, _____ is the cornerstone of success. | Customer service |
| An important practical step that promotes effective communication is to _____ | Talk less and listen more |
| The act of successfully sharing information between two people, or groups of people, is known as _____? | Effective communication |
| Every new client should complete a client _____, also called a client questionnaire, consultation card, or health history form. | Intake form |
| The _____ is the clients permanent progress record of services received and contains the results, formulations, products used during services, as well as any sensitivities or allergies. | Service record card |
| A client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns may be best described as having a _____ style | Classic |
| What verbal communication with a client assist in determining the clients needs and how to achieve the desired results? | Client consultation |
| When should a client consultation be performed? | During each salon visit and service |
| What is a collection of photos and images of a stylists work that she or he can use during the consultation to assist a client in making decisions about style and color? | Professional portfolio |
| During which step of the consultation should you ask the client what at-home products she or he uses? | 4. Analyze the clients hair |
| Listening to the client and then repeating in your own words, what you think the client is telling you is known as _____ | Reflective listening |
| When making recommendations to a client regarding hair style or color, which of the following criteria should be used? | Lifestyle, face shape, and hair type |
| In which step of the client consultation would you counsel clients on salon maintenance, lifestyle limitations, and home maintenance commitments? | Discuss upkeep and maintenance |
| When handling a scheduling mixup with a client, it is recommended that you _____ | Never argue and always be polite |
| What is one of the first steps you should take when a client is dissatisfied with a service | Ask for specifics |
| 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 |
| Maintaining inappropriate client relationship means that you do not attempt to fulfill the role of _____ with any quiet | Counselor |
| Honesty is the best policy, but practicing _____ will ensure that you think before you speak. | Sensitivity |
| 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 |
| Which relationship has a vested interest in the success of the stylist? | Salon manager |
| When communicating with your salon manager, you should be open and honest, have correct information, and never _____. | Complain about colleagues |
| A _____ is the person who is responsible for hiring and training staff, and will also be instrumental in helping you achieve your professional goals. | Salon manager |
| The most opportune time to discuss increasing your client bookings, raising your pay scale, or the possibility of future advancement with your salon manager is _____. | During your evaluation meeting |
| What is the first step and the 10 step consultation method? | 1. Review the intake form |
| What is the second step in the 10 step consultation method? | 2. Perform a needs assessment. |
| What is the third step in the 10 step consultation method? | 3. Determine and rate the clients preferences. |
| What is the fourth step in the 10 step consultation method | 4. Analyze the clients hair |
| What is the fifth step in the 10 step consultation method? | 5. Review the clients lifestyle |
| What is the six step in the 10 step consultation method? | 6. Show And tell. |
| What is the seventh step in the 10 step consultation method? | 7. Make recommendations as part of the needs assessment. |
| What is the eight step in the 10 step consultation method? | 8. Make color recommendations. |
| What is the ninth step in the 10 step consultation method? | 9. Discuss upkeep and maintenance. |
| What is the tenth step in a 10 step consultation method? | 10. Review the consultation |
Created by:
Amwill247