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esthetics state board > Ch 4 - Communicating For Success > Flashcards

Ch 4 - Communicating For Success Flashcards

1
Q

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

A

Trust and loyalty

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2
Q

When should a client fill out an intake form

A

Before receiving services

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3
Q

What is considered a legal document

A

Consent form

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4
Q

What does everyone in the salon deserve from you

A

Respect

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5
Q

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

A

Challenge the managers authority

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6
Q

What is an example of a positive nonverbal cue

A

Good eye contact

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7
Q

When should you make amends

A

When you are wrong

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8
Q

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

A

Art of communication

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9
Q

What is based on trust

A

Strong professional relationships

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10
Q

How can you ensure continued patronage from your clients

A

By perfecting professional communication

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11
Q

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

A

When he or she arrived more than 15 minutes late

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12
Q

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

A

Someone who is never sure of the services they want

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13
Q

What should you argue with a client

A

Never

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14
Q

What is a goal of the “assess” consultation step

A

Determine your clients objectives

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15
Q

What is body language

A

Nonverbal communication such as frowning

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16
Q

What is an example of sensitivity

A

Choosing your words carefully

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17
Q

What is true of listening

A

It is the best relationship builder

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18
Q

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

A

Reaction

19
Q

What is also known as a client questionnaire

A

Intake form

20
Q

What is a primary ingredient for success

A

Ability to express your ideas in a professional manner

21
Q

What is customer service important

A

It is central to success

22
Q

What is a attitude adjustment

A

Modification when emotions are interfering with work

23
Q

What is constructive criticism

A

Guidance offered by supervisors to improve your job performance

24
Q

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

A

Confidentiality

25
Q

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

A

Neutrality

26
Q

What is goal of the “maintenance” consultation step

A

Discuss home care

27
Q

What type of cue is a smile

A

Positive nonverbal

28
Q

What type of cue are hand gestures used to scold

A

Negative nonverbal

29
Q

What is a goal of the “preference” consultation step

A

Discuss products the client uses

30
Q

What is our emotional state when we feel secure

A

Happy, calm, confident

31
Q

What should you remember when someone seems insensitive

A

At this particular time, the person is feeling insecure

32
Q

What should you avoid doing when confronted with bad behavior

A

Overreacting

33
Q

What are you able to do when you believe in yourself

A

Trust your judgment and uphold your own values

34
Q

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

A

All clients are different

35
Q

What is the act of successfully sharing information between people

A

Communication

36
Q

What should happen before beginning any part of the service

A

Client consultation

37
Q

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

A

To avoid breaches of confidentially

38
Q

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

A

At the beginning

39
Q

What is reflective listening

A

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

40
Q

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

A

At the end

41
Q

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

A

It ultimately determines the services you will perform

42
Q

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

A

Human beings are social animals

43
Q

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

A

When you feel overwhelmed

esthetics state board (23 decks)

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