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Chapter 4
Communicating For Success
| Question | Answer |
|---|---|
| In cosmetology, customer service is central to success. | True |
| A consultation need only be performed prior to the client’s first service and salon visit. | False |
| When discussing haircolor with a client, photos can be confusing. | False |
| Older clients do not like gum chewing, slang, or the use of yeah instead of yes. | True |
| A fundamental factor in human relations involves a person’s sense of ______. | security |
| An important aspect of human relations is to: | talk less, listen more |
| The act of successfully sharing information between two people, or groups of people, is known as: | effective communication |
| The client consultation is also known as the: | needs assessment |
| Prior to sitting at your station, every new client should fill out an intake form, also called a: | consultation card |
| A client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns is said to have what kind of style? | classic |
| The first step in the 10-step consultation method is: | review the intake form |
| You should ask the client what at-home products she uses as part of which step of the consultation? | analyze client’s hair |
| Counseling clients on salon maintenance, lifestyle limitations, and home maintenance commitments is part of which step of the consultation? | discuss upkeep and maintenance |
| When suggesting options to a client, which of the following criteria should be used? a. lifestyle c. hair type b. face shape All answers are correct. | All answers are correct. |
| When handling a scheduling mix-up with a client, it is recommended that you: | never argue and be polite |
| When communicating with your salon manager, you should do all of the following EXCEPT: | complain about colleagues |
| The verbal communication with a client that determines the client’s needs and how to achieve the desired results | client consultation |
| Term commonly used by spas because of the amount of time clients spend there | guest |
| Collected photos of a stylist’s work | portfolio |
| Listening to a client and then repeating, in your own words, what you think the client is telling you | reflective listening |
Created by:
mztina216