Ch 4

Question 1

Effective human relations and _____ skills build lasting client relationships, accelerate professional
growth, and promote a positive work environment. a. marketing
b. organizational
c. communication
d. technical

Answer 1

c. communication

Question 2

In cosmetology, _____ is the cornerstone of success.

a. customer service
b. education and training
c. management skills
d. networking

Answer 2

a. customer service

Question 3

An important practical step that promotes effective communication is to _____.

a. explain procedures in as much detail as possible
b. have a written trail of records
c. use nonverbal signals
d. talk less and listen more

Answer 3

d. talk less and listen more

Question 4

The act of successfully sharing information between two people, or groups of people, is known as
\_\_\_\_\_. 
a.  reflective listening 
b.  mirroring 
c.  mutual respect 
d.  effective communication

Answer 4

d. effective communication

Question 5

Every new client should complete a client \_\_\_\_\_, also called a client questionnaire, consultation card,
or health history form. 
a.  financial statement 
b.  intake form 
c.  personal history 
d.  liability assessment

Answer 5

b. intake form

Question 6

The _____ is the client’s permanent progress record of services received and contains the results,
formulations, products used during services, as well as any sensitivities or allergies. a. service record card
b. client intake form
c. client medical history
d. client progress report

Answer 6

a. service record card

Question 7

A client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns
may best be described as having a(n) _____ style.
a. modern
b. old-fashioned
c. classic
d. clean

Answer 7

C. Classic

Question 8

What verbal communication with a client assists in determining the client’s needs and how to achieve
the desired results? 
a.  Client consultation 
b.  Intake interview 
c.  Scheduling call 
d.  Personal assessment

Answer 8

a. Client consultation

Question 9

When should a client consultation be performed? a. Before the first salon visit and service

b. During each salon visit and service
c. After each salon visit and service
d. Whenever the client asks for it

Answer 9

b. During each salon visit and service

Question 10

What is a collection of photos and images of a stylist’s work that she or he can use during the
consultation to assist a client in making decisions about style and color?
a. Fashion magazine
b. Trade show brochure
c. Professional portfolio
d. Swatch book

Answer 10

c. Professional portfolio

Question 11

What is the first step in the 10-Step Consultation method?

a. Analyze the client’s hair.
b. Review the intake form.
c. Show and tell.
d. Discuss maintenance.

Answer 11

b. Review the intake form.

Question 12

During which step of the consultation should you ask the client what at-home products she or he uses?

a. Determine the client’s preferences.
b. Show and tell.
c. Analyze the client’s hair.
d. Review the client’s lifestyle.

Answer 12

c. Analyze the client’s hair.

Question 13

Listening to the client and then repeating, in your own words, what you think the client is telling you is
known as \_\_\_\_\_. 
a.  productive communication
b.  question and answer 
c.  attentive feedback 
d.  reflective listening

Answer 13

d. reflective listening

Question 14

When making recommendations to a client regarding hair style or color, which of the following
criteria should be used?
a. Lifestyle, face shape, and hair type
b. Face shape, occupation, and complexion
c. Hair type, body type, and lifestyle
d. Lifestyle, occupation, and daily schedule

Answer 14

a. Lifestyle, face shape, and hair type

Question 15

When making color recommendations to a client, it is important to ensure that you both are speaking
the same language. Using _____ is one way to eliminate confusion and eliminate the possibility of a color mistake.
a. swatch books
b. photos
c. product labels
d. models

Answer 15

b. photos

Question 16

In which step of the consultation would you counsel clients on salon maintenance, lifestyle limitations,
and home maintenance commitments? 
a.  Discuss upkeep and maintenance. 
b.  Suggest options. 
c.  Review the consultation. 
d.  Make color recommendations.

Answer 16

a. Discuss upkeep and maintenance.

Question 17

When handling a scheduling mix-up with a client, it is recommended that you _____.

a. avoid discussing the issue
b. have a third-party weigh in
c. never argue and always be polite
d. cancel the appointment

Answer 17

c. never argue and always be polite

Question 18

What is one of the first steps you should take when a client is dissatisfied with a service?

a. Downplay the issue.
b. Defend your point of view.
c. Ask for specifics.
d. Cancel future appointments.

Answer 18

c. Ask for specifics.

Question 19

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.
a. generational differences
b. cultural biases
c. social protocols
d. outdated practices

Answer 19

a. generational differences

Question 20

Maintaining an appropriate client relationship means that you do not attempt to fulfill the role of
\_\_\_\_\_ with any client. 
a.  stylist 
b.  manager 
c.  counselor 
d.  professional

Answer 20

c. counselor

Question 21

Honesty is always the best policy, but practicing _____ will ensure that you think before you speak.

a. meditation
b. sensitivity
c. transparency
d. loyalty

Answer 21

b. sensitivity

Question 22

If a dispute arises among your salon team members, it is important for you as a fellow team member to
remain respectful, objective, and _____.
a. neutral
b. informative
c. supportive of management
d. vocal towards management

Answer 22

a. neutral

Question 23

Which relationship has a vested interest in the success of the stylist?

a. Salon manager
b. Client
c. Product distributor
d. Teacher

Answer 23

a. Salon manager

Question 24

A _____ is the person who is responsible for hiring and training staff, and will also be instrumental in
helping you achieve your professional goals.
a. appointment scheduler
b. team leader
c. salon manager
d. marketing mentor

Answer 24

c. salon manager

Question 25

When communicating with your salon manager, you should be open and honest, have correct
information, and never \_\_\_\_\_. 
a.  complain about colleagues 
b.  attempt to problem-solve 
c.  take criticism without a defense 
d.  be willing to compromise

Answer 25

a. complain about colleagues

Question 26

The most opportune time to discuss increasing your client bookings, raising your pay scale, or the
possibility of future advancement with your manager is _____.
a. while you are with a frequent client
b. via e-mail
c. after work
d. during your evaluation meeting

Answer 26

d. during your evaluation meeting