| Question | Answer |
| How many additional services should you suggest during the 10-step consultation method?
no more than one
none
at least four
at least two | no more than one |
| Listening to the client and then repeating, in your own words, what you think the client is telling you is known as:
effective communication
reflective listening
the client consultation
a needs assessment | reflective listening |
| What should you do if you find yourself at odds with a coworker?
Ask other coworkers to take your side.
Take things personally.
Ignore the coworker.
Seek help from someone you respect. | Seek help from someone you respect. |
| When communicating with your coworkers, you should do all of the following EXCEPT:
discuss your personal life
treat everyone with respect
be honest and sensitive
remain objective | discuss your personal life |
| When your clients are your peers, you should:
freely use slang
maintain a professional demeanor
engage in gossip about mutual friends
offer relationship advice | maintain a professional demeanor |
| You should ask your clients how much time they want to spend on their hair each day as part of which step of the consultation method?
Review the consultation
Show and tell
Review the client's lifestyle
Determine and rate the client's preferences | Review the client's lifestyle |
| New clients should be instructed to arrive _____ minutes early so they can complete the client intake form.
15
30
5
10 | 15 |
| When working with older clients, as a general rule you should:
address them by their first name
keep the topics of conversation professional
say yeah instead of yes
focus the conversation on aging skin | keep the topics of conversation professional |
| Which question should you ask when analyzing a client's hair?
What at-home products do you use
How would you rate the manageability of your hair on a scale
Do you spend a great deal of time outdoors
When was the last time you loved your hair | What at-home products do you use? |
| What should you do first when completing the 10-step consultation method?
Analyze the client's hair.
Perform a needs assessment.
Determine and rate the client's preferences.
Review the intake form. | Review the intake form. |
| When making recommendations to a client, which of the following is NOT an example of criteria you will base your suggestions on?
lifestyle
hair type
face shape
education | education |
| Which of the following is NOT one of the practical steps for effectively communicating in the workplace?
Take your temperature.
Talk less, listen more.
React instead of responding.
Believe in yourself. | React instead of responding. |
| To earn clients' trust and loyalty, you should always:
be honest with them about how you are feeling
introduce them to other people they may interact with in the salon
offer them a discount
give them a tour of the salon every time they visit | introduce them to other people they may interact with in the salon |
| What is the last step of the 10-step consultation method?
Show and tell.
Discuss upkeep and maintenance.
Review the intake form.
Review the consultation. | Review the consultation. |
| The _____ is the client's permanent progress record of services received, results, formulations, and products used during the service.
client questionnaire
consultation card
client intake form
service record card | service record card |
