Chapter 4 - Communicating For Success (Milady)

30 Questions | Total Attempts: 802

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Communication Quizzes & Trivia

30 Questions


Questions and Answers
  • 1. 
    New clients should be instructed to arrive ______ minutes early so they can complete the client intake form
    • A. 

      15

    • B. 

      30

    • C. 

      5

    • D. 

      10

  • 2. 
    What should you do if you find yourself at odds with a coworker ?
    • A. 

      Ask other coworkers to take your side

    • B. 

      Take things personally

    • C. 

      Ignore the coworker

    • D. 

      Seek help from someone you respect 

  • 3. 
    When working with older clients, as a general rule you should ?
    • A. 

      Address them by their first name

    • B. 

      Keep the topics of conversation professional

    • C. 

      Say yes instead of yes

    • D. 

      Focus the conversation on aging skin

  • 4. 
    The ______ is the client's permanent progress record of services received, results, formulations & products use during the service.
    • A. 

      Client questionnaire

    • B. 

      Consultation card

    • C. 

      Client intake form

    • D. 

      Service record card

  • 5. 
    Which question should you ask when determining how the client feels about the manageability of his or her hair?
    • A. 

      How would you rate the manageability of your hair on a scale of 1 to 10, where 1 is poor & 10 is excellent ?

    • B. 

      How manageable is your hair?

    • C. 

      Do you feel that your hair is manageable enough for your lifestyle?

    • D. 

      Would you say that your hair is very manageable, somewhat manageable, not very manageable, or not at all manageable ?

  • 6. 
    What is the unlimited goal when you encounter a client who is dissatisfied?
    • A. 

      To fix the problem causing the client to be unhappy

    • B. 

      To get the client to agree that you are right

    • C. 

      To make the client happy

    • D. 

      To get the client to schedule another appointment quickly 

  • 7. 
    The _______ is the communication with the client that determines the client's needs & how to achieve the desire results.
    • A. 

      Portfolio

    • B. 

      Service Record Card

    • C. 

      Client Consultation

    • D. 

      Client intake form 

  • 8. 
    Which term refers to bundles of hair dyed to match particular haircolor shades offered by a manufactured ?
    • A. 

      Hair Types

    • B. 

      Hues

    • C. 

      Swatches

    • D. 

      Upkeep

  • 9. 
    When your clients are your peers, you should ?
    • A. 

      Freely use slang

    • B. 

      Maintain a professional demeanor

    • C. 

      Engage in gossip about mutual friends

    • D. 

      Offer relationship advice

  • 10. 
    Once the service is completed & the client is satisfied, you should?
    • A. 

      Greet your next client

    • B. 

      Make product recommendations

    • C. 

      Record the results on a service record card

    • D. 

      Complete the client intake form

  • 11. 
    What should you do if your client is gossiping ?
    • A. 

      Ask the client to remain silent

    • B. 

      Change the subject as soon as you can

    • C. 

      Offer advice about the client's personal life

    • D. 

      Listen attentively & share your own gossip

  • 12. 
    You should ask your client how much time they want to spend on their hair each day as part of which steps of the 10-step consultation method?
    • A. 

      Review the consultation

    • B. 

      Show & tell

    • C. 

      Review the client's lifestyle

    • D. 

      Determine & rate the client's preferences 

  • 13. 
    Generally, clients are asked to reschedule an appointment if they are more than _____ minutes late?
    • A. 

      30

    • B. 

      15

    • C. 

      10

    • D. 

      5

  • 14. 
    When receiving services at a cosmetology school, the client may be asked to sign a _____, indicating that he or she is aware that the service is being provided by a student 
    • A. 

      Client intake form

    • B. 

      Consultation Card

    • C. 

      Release statement

    • D. 

      Service record card

  • 15. 
    What should you do at the end of your employee evaluation ?
    • A. 

      Make recommendations about what the manager can do to improve his or her performance 

    • B. 

      Get up & leave quietly 

    • C. 

      Thank your manager for taking the time to do the evaluation

    • D. 

      Suggest to your manager that you be granted a pay increase

  • 16. 
    Which of the following is NOT one of the practical steps for effectively communicating in the workplace?
    • A. 

      Take your temperature 

    • B. 

      Talk less, listen more

    • C. 

      React instead of responding 

    • D. 

      Believe in yourself 

  • 17. 
    Which question should you ask when analyzing a client's hair?
    • A. 

      What at-home products do you use?

    • B. 

      How would you rate the manageability of your hair on a scale of 1 to 10?

    • C. 

      Do you spend a great deal of time outdoors?

    • D. 

      When was the last time you loved you hair ?

  • 18. 
    When communicating with your coworkers, you should do all of the following EXCEPT?
    • A. 

      Discuss your personal life

    • B. 

      Treat everyone with respect

    • C. 

      Be honest & sensitive

    • D. 

      Remain objective

  • 19. 
    Which of the following is NOT one of the golden rules of communication ?
    • A. 

      Always remember that talking is the best relationship builder 

    • B. 

      Be aware of your body language

    • C. 

      Speak clearly & loudly enough for people to hear

    • D. 

      Wear a smile every day

  • 20. 
    Listening to the client & then repeating, in your own words, what you think the client is telling you is known as?
    • A. 

      Effective Communication

    • B. 

      Reflective Listening

    • C. 

      The client consultation

    • D. 

      A needs assessment 

  • 21. 
    To earn a client's trust & loyalty, you should always
    • A. 

      Be honest with them about how you are feeling

    • B. 

      Introduce them to other people they may interact with in the salon

    • C. 

      Offer them a discount

    • D. 

      Give them a tour of the salon every time they visit

  • 22. 
    Which term refers to the act of successfully sharing information between two or more people so that the information is understood?
    • A. 

      Body language

    • B. 

      Reflective listening

    • C. 

      Effective communication

    • D. 

      Client consultation

  • 23. 
    How many additional services should you suggest during the 10-step consultation method?
    • A. 

      No more than one

    • B. 

      None

    • C. 

      At least four

    • D. 

      At least two

  • 24. 
    If a client scheduling mix-up occurs, you should ?
    • A. 

      Blame the client

    • B. 

      Take the client anyway even if your schedule is full

    • C. 

      Refrain from arguing about who is correct

    • D. 

      Blame the receptionist 

  • 25. 
    When making recommendations to a client, which of the following is NOT an example of criteria you will base your suggestions on?
    • A. 

      Lifestyle

    • B. 

      Hair Type

    • C. 

      Face Shape

    • D. 

      Education

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