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F3 Communication
Communication for Success
| Question | Answer |
|---|---|
| Beauty professionals should study and have a thorough understanding of communicating for success for all of the following reason EXCEPT: | Good communication skills, although increasing workplace conflict, better prepare workers to deal with it. |
| Which of the following is NOT none of the practical steps for effectively communicating in the workplace? | React instead of responding |
| When you _______, you trust your judgement, uphold your values, and stick to what you believe is right. | Believe in yourself |
| Why is it important to take your temperature as part of effectively communicating in the workplace? | Because if you are tired or upset, your interactions with clients might be affected |
| Not crossing your arms when listening to clients or team members is an example of__________. | being aware of your body language |
| Which of the following is not true of the service record card? | It is intended for the client's use |
| When should the client intake form be started? | the moment a new client calls to make appointment |
| What is the BEST first step for a beauty professional to take toward helping a client to make choices that reflect a personal sense of style? | doing a little research |
| The discussion with the client that determines the client's needs and how to achieve the desired results is the _____________. | client consultation |
| When should a client consultation be performed? | a part of every single service |
| Treatment brochures are MOST often __________________. | provided by the manufacturers |
| Which of the following is MOST important regarding your workspace? | It should be clean and uncluttered |
| What is the FIRST step in the 10-step consultation method? | Review the intake form |
| What is reflective listening? | listening to the client and the repeating, in your own words, what you think the client is telling you. |
| When reflective listening , it is important to __________? | not interrupt while the client is speaking |
| When should you try to upsell services? | when working with a new client with whom you are not familiar |
| Why does a client who is overly late for an appointment or habitually late for an appointment cause problems? | Because beauty professionals depend on appointments and scheduling to maximize work hours |
| What should you do if clients arrive late and you have the time to take the appointment without jeopardizing other appointments? | Politely advise the client of the late policy. |
| Many establishments set a limit on the amount of time they allow clients to be late before requiring them to reschedule. Generally, if clients are more than ___________ late, they should be asked to reschedule. | 15 minutes |
| When speaking with an unhappy client about a scheduling mix-up, it is important to __________. | stay detached |
| Once in a while, you will inevitably encounter a dissatisfied client. Remember the ultimate goal: | Make the client happy |
| Communication with a client that determines what the client's needs are and how to achieve the desired result is called a _______ ______________. | Client Consultation |
| This is known as a client questionnaire, consultation card or health history form; used in beauty and wellness services as questionnaire that discloses the clients contact information. | Client intake form |
| The act of sharing information between 2 people (or groups of people) so that the information is successfully understood | Effective communication |
| Listening to the client and then repeating, in your own words, what you think the client is telling you | Reflective listening |
| The clients permanent progress record of services received, results, formulation, and products purchased or used | Service record card |
Created by:
mcipsccusa