Ch 4 - Communicating For Success

Question 1

What do you earn when you approach a new client with a smile on your face

Answer 1

Trust and loyalty

Question 2

When should a client fill out an intake form

Answer 2

Before receiving services

Question 3

What is considered a legal document

Answer 3

Consent form

Question 4

What does everyone in the salon deserve from you

Answer 4

Respect

Question 5

What is an appropriate action in the event of unethical behavior on the part of the manager, such as sexual harassment or misappropriating funds

Answer 5

Challenge the managers authority

Question 6

What is an example of a positive nonverbal cue

Answer 6

Good eye contact

Question 7

When should you make amends

Answer 7

When you are wrong

Question 8

What must you master in order to thrive in the field of aesthetics

Answer 8

Art of communication

Question 9

What is based on trust

Answer 9

Strong professional relationships

Question 10

How can you ensure continued patronage from your clients

Answer 10

By perfecting professional communication

Question 11

When should a client be asked to reschedule his or her appointment

Answer 11

When he or she arrived more than 15 minutes late

Question 12

What is a good description of a client who should be scheduled at the end of the day

Answer 12

Someone who is never sure of the services they want

Question 13

What should you argue with a client

Answer 13

Never

Question 14

What is a goal of the “assess” consultation step

Answer 14

Determine your clients objectives

Question 15

What is body language

Answer 15

Nonverbal communication such as frowning

Question 16

What is an example of sensitivity

Answer 16

Choosing your words carefully

Question 17

What is true of listening

Answer 17

It is the best relationship builder

Question 18

According to the golden rules of human relations what does every action being

Answer 18

Reaction

Question 19

What is also known as a client questionnaire

Answer 19

Intake form

Question 20

What is a primary ingredient for success

Answer 20

Ability to express your ideas in a professional manner

Question 21

What is customer service important

Answer 21

It is central to success

Question 22

What is a attitude adjustment

Answer 22

Modification when emotions are interfering with work

Question 23

What is constructive criticism

Answer 23

Guidance offered by supervisors to improve your job performance

Question 24

What do you exercise when you ensure that client information is kept private

Answer 24

Confidentiality

Question 25

What do you exercise by not picking a side in a conflict

Answer 25

Neutrality

Question 26

What is goal of the “maintenance” consultation step

Answer 26

Discuss home care

Question 27

What type of cue is a smile

Answer 27

Positive nonverbal

Question 28

What type of cue are hand gestures used to scold

Answer 28

Negative nonverbal

Question 29

What is a goal of the “preference” consultation step

Answer 29

Discuss products the client uses

Question 30

What is our emotional state when we feel secure

Answer 30

Happy, calm, confident

Question 31

What should you remember when someone seems insensitive

Answer 31

At this particular time, the person is feeling insecure

Question 32

What should you avoid doing when confronted with bad behavior

Answer 32

Overreacting

Question 33

What are you able to do when you believe in yourself

Answer 33

Trust your judgment and uphold your own values

Question 34

Why should you be attentive with all clients to learn what they want

Answer 34

All clients are different

Question 35

What is the act of successfully sharing information between people

Answer 35

Communication

Question 36

What should happen before beginning any part of the service

Answer 36

Client consultation

Question 37

Why should client consultations be performed with as much privacy as possible

Answer 37

To avoid breaches of confidentially

Question 38

When does the “review” step occur in the consultation process

Answer 38

At the beginning

Question 39

What is reflective listening

Answer 39

Repeating in your own words what you think that client has said

Question 40

When does the “repeat” step occur in the consultation process

Answer 40

At the end

Question 41

Why is the “repeat” step the most critical of the consultation process

Answer 41

It ultimately determines the services you will perform

Question 42

What is proven by the fact that human beings desire to interact with other people with they feel secure

Answer 42

Human beings are social animals

Question 43

When should n you ask for help according to the golden rules of human relations

Answer 43

When you feel overwhelmed