Chapter 4 - Communicating For Success (Milady)

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  • 1/30 Questions

    When your clients are your peers, you should ?

    • Freely use slang
    • Maintain a professional demeanor
    • Engage in gossip about mutual friends
    • Offer relationship advice
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About This Quiz

Chapter 4 - Communicating for Success (Milady) focuses on effective communication techniques in client management. It covers initial client interactions, handling conflicts, engaging with diverse age groups, maintaining service records, and evaluating client satisfaction to enhance service quality.

Chapter 4 - Communicating For Success (Milady) - Quiz

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  • 2. 

    What should you do if your client is gossiping ?

    • Ask the client to remain silent

    • Change the subject as soon as you can

    • Offer advice about the client's personal life

    • Listen attentively & share your own gossip

    Correct Answer
    A. Change the subject as soon as you can
    Explanation
    When your client is gossiping, it is important to redirect the conversation by changing the subject as soon as possible. Gossiping can be unprofessional and can potentially damage relationships or reputations. By shifting the topic, you can steer the conversation towards more productive and positive discussions. This approach helps maintain a professional atmosphere and ensures that the focus remains on relevant matters.

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  • 3. 

    Because the salon is a close-knit community in which people spend long hours working side by side, it is important to?

    • Maintain Boundaries

    • Take sides in disputes

    • Gossip

    • Take things personally

    Correct Answer
    A. Maintain Boundaries
    Explanation
    In a close-knit community like a salon, it is crucial to maintain boundaries. This means establishing clear limits and guidelines for personal and professional interactions. By maintaining boundaries, individuals can ensure a respectful and professional environment where everyone feels comfortable and valued. It helps to prevent conflicts, misunderstandings, and potential gossip. It also fosters a sense of professionalism and allows individuals to focus on their work rather than getting involved in personal disputes or taking things personally.

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  • 4. 

    When communicating with your coworkers, you should do all of the following EXCEPT?

    • Discuss your personal life

    • Treat everyone with respect

    • Be honest & sensitive

    • Remain objective

    Correct Answer
    A. Discuss your personal life
    Explanation
    When communicating with coworkers, it is important to maintain a professional boundary and avoid discussing personal matters. This is because personal discussions can distract from work-related tasks and create an unprofessional environment. It is essential to focus on work-related topics and maintain a level of professionalism while interacting with coworkers.

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  • 5. 

    New clients should be instructed to arrive ______ minutes early so they can complete the client intake form

    • 15

    • 30

    • 5

    • 10

    Correct Answer
    A. 15
    Explanation
    New clients should be instructed to arrive 15 minutes early so they can complete the client intake form. This allows them enough time to fill out the necessary paperwork before their appointment or meeting. By arriving 15 minutes early, it ensures that the client does not feel rushed or stressed while completing the form and allows for a smooth transition into the meeting or appointment.

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  • 6. 

    What should you do at the end of your employee evaluation ?

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

    • Get up & leave quietly 

    • Thank your manager for taking the time to do the evaluation

    • Suggest to your manager that you be granted a pay increase

    Correct Answer
    A. Thank your manager for taking the time to do the evaluation
    Explanation
    At the end of your employee evaluation, it is important to express gratitude towards your manager for taking the time to conduct the evaluation. This shows appreciation for their effort and acknowledges their role in providing feedback and assessing your performance. It also helps to maintain a positive and professional relationship with your manager.

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  • 7. 

    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 

    Correct Answer
    A. Seek help from someone you respect 
    Explanation
    When you find yourself at odds with a coworker, seeking help from someone you respect is the best course of action. This person can provide guidance and advice on how to handle the situation professionally and effectively. They may be able to mediate the conflict or provide insights on how to improve the relationship with your coworker. Asking other coworkers to take your side can create a divisive environment and escalate the conflict further. Taking things personally or ignoring the coworker will not address the issue and can negatively impact your work environment.

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  • 8. 

    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

    Correct Answer
    A. Education
    Explanation
    When making recommendations to a client, the criteria for suggestions are usually based on factors such as lifestyle, hair type, and face shape. Education, on the other hand, is not typically considered as a criterion for making recommendations. The client's level of education does not directly impact their preferences or suitability for certain products or services. Therefore, education is not an example of criteria that would be used to base suggestions on.

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  • 9. 

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

    • Hair Types

    • Hues

    • Swatches

    • Upkeep

    Correct Answer
    A. Swatches
    Explanation
    Swatches refer to bundles of hair dyed to match particular haircolor shades offered by a manufacturer. Swatches are used as samples to help customers select the desired haircolor shade that matches their natural haircolor. By comparing the swatch to their own hair, customers can make a more informed decision about which haircolor shade to choose.

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  • 10. 

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

    • Body language

    • Reflective listening

    • Effective communication

    • Client consultation

    Correct Answer
    A. Effective communication
    Explanation
    Effective communication refers to the act of successfully sharing information between two or more people so that the information is understood. It involves the use of clear and concise language, active listening, and appropriate body language to convey messages accurately. Reflective listening is a technique used within effective communication to ensure understanding by paraphrasing and summarizing what the speaker has said. Body language and client consultation are related to effective communication but do not encompass the entire concept.

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  • 11. 

    Listening to the client & 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 

    Correct Answer
    A. Reflective Listening
    Explanation
    Reflective listening is the act of attentively listening to the client and then paraphrasing or summarizing what they have said in your own words. This technique helps to ensure that you have understood the client's message accurately and allows for effective communication. It also demonstrates empathy and shows the client that you are actively engaged in the conversation. Reflective listening is an essential skill in client consultations as it helps to establish rapport, build trust, and gather the necessary information for a needs assessment.

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  • 12. 

    When working with older clients, as a general rule you should ?

    • Address them by their first name

    • Keep the topics of conversation professional

    • Say yes instead of yes

    • Focus the conversation on aging skin

    Correct Answer
    A. Keep the topics of conversation professional
    Explanation
    When working with older clients, it is important to maintain a professional approach in conversations. This shows respect and helps create a comfortable environment for the clients. By keeping the topics of conversation professional, it ensures that the discussions are appropriate and relevant to the client's needs and concerns. This approach also helps to build trust and credibility with the clients, as they feel that their concerns are being taken seriously and addressed in a professional manner.

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  • 13. 

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

    • 30

    • 15

    • 10

    • 5

    Correct Answer
    A. 15
    Explanation
    Clients are generally asked to reschedule an appointment if they are more than 15 minutes late. This is a common practice to ensure that the schedule of the service provider is not disrupted and to maintain a fair and efficient system for all clients. Being 15 minutes late can significantly impact the flow of appointments and cause delays for other clients, hence the need for rescheduling.

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  • 14. 

    If a client scheduling mix-up occurs, you should ?

    • Blame the client

    • Take the client anyway even if your schedule is full

    • Refrain from arguing about who is correct

    • Blame the receptionist 

    Correct Answer
    A. Refrain from arguing about who is correct
    Explanation
    When a client scheduling mix-up occurs, it is important to refrain from arguing about who is correct. Blaming the client or the receptionist will not solve the problem and may strain relationships. Instead, it is better to focus on finding a solution and resolving the issue in a professional and respectful manner. This approach allows for open communication and collaboration, which can help in finding a mutually agreeable resolution.

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  • 15. 

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

    • Portfolio

    • Service Record Card

    • Client Consultation

    • Client intake form 

    Correct Answer
    A. Client Consultation
    Explanation
    Client consultation is the process of communicating with the client to understand their needs and determine the best way to achieve the desired results. During a client consultation, the stylist or service provider gathers information about the client's preferences, expectations, and any specific requirements. This information helps in customizing the service or solution to meet the client's needs effectively. It is an essential step in establishing clear communication and building a strong client-provider relationship.

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  • 16. 

    What should you do as the time for your employee evaluation draws near?

    • Try not to think about it 

    • Perform a self-evaluation

    • Evaluate how well the salon operates as a business

    • Ask for a raise

    Correct Answer
    A. Perform a self-evaluation
    Explanation
    Performing a self-evaluation is important as the time for an employee evaluation approaches. It allows individuals to reflect on their own performance, strengths, and areas for improvement. By conducting a self-evaluation, employees can gain a better understanding of their contributions to the company and identify areas where they can excel. This self-assessment can also help in preparing for the evaluation meeting with the employer, as it provides an opportunity to discuss achievements, goals, and any challenges faced. Overall, performing a self-evaluation demonstrates professionalism, self-awareness, and a proactive approach towards personal and professional growth.

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  • 17. 

    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 

    • Client intake form

    • Consultation Card

    • Release statement

    • Service record card

    Correct Answer
    A. Release statement
    Explanation
    When receiving services at a cosmetology school, the client may be asked to sign a release statement, indicating that he or she is aware that the service is being provided by a student. This release statement serves as a legal document that acknowledges the client's understanding and acceptance of the potential risks involved in receiving services from a student. By signing the release statement, the client agrees to hold the cosmetology school and its students harmless for any adverse outcomes that may occur during the service.

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  • 18. 

    Which of the following is NOT one of the golden rules of communication ?

    • Always remember that talking is the best relationship builder 

    • Be aware of your body language

    • Speak clearly & loudly enough for people to hear

    • Wear a smile every day

    Correct Answer
    A. Always remember that talking is the best relationship builder 
    Explanation
    The golden rules of communication include being aware of body language, speaking clearly and loudly enough for people to hear, and wearing a smile every day. However, the statement "Always remember that talking is the best relationship builder" is not one of the golden rules of communication.

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  • 19. 

    How many additional services should you suggest during the 10-step consultation method?

    • No more than one

    • None

    • At least four

    • At least two

    Correct Answer
    A. At least two
    Explanation
    During the 10-step consultation method, it is recommended to suggest at least two additional services. This is important because it allows the service provider to offer a more comprehensive and personalized experience to the client. By suggesting additional services, the provider can address any specific needs or preferences the client may have, and enhance their overall satisfaction. Suggesting at least two additional services ensures that the client has options to choose from and can select the ones that best suit their requirements.

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  • 20. 

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

    • Client questionnaire

    • Consultation card

    • Client intake form

    • Service record card

    Correct Answer
    A. Service record card
    Explanation
    A service record card is the client's permanent progress record of services received, results, formulations, and products used during the service. It serves as a comprehensive record that helps track the client's history, preferences, and any changes in their treatments over time. This card is essential for both the client and the service provider to ensure consistent and personalized service delivery. It allows the service provider to refer back to previous treatments and products used, ensuring continuity and customization in future services.

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  • 21. 

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

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

    • How manageable is your hair?

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

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

    Correct Answer
    A. How would you rate the manageability of your hair on a scale of 1 to 10, where 1 is poor & 10 is excellent ?
    Explanation
    The question "How would you rate the manageability of your hair on a scale of 1 to 10, where 1 is poor & 10 is excellent?" is the most appropriate question to determine how the client feels about the manageability of their hair. This question allows the client to provide a specific rating, indicating their level of satisfaction with the manageability of their hair. The scale of 1 to 10 provides a clear range for the client to express their opinion, making it easier to assess their perception of their hair's manageability.

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  • 22. 

    What is the unlimited goal when you encounter a client who is dissatisfied?

    • To fix the problem causing the client to be unhappy

    • To get the client to agree that you are right

    • To make the client happy

    • To get the client to schedule another appointment quickly 

    Correct Answer
    A. To make the client happy
    Explanation
    The unlimited goal when encountering a dissatisfied client is to make them happy. This means going above and beyond to address their concerns, resolve any issues, and ensure their overall satisfaction. The focus is on finding a solution that meets the client's needs and exceeds their expectations, rather than simply proving oneself right or scheduling another appointment. The ultimate aim is to leave the client feeling valued, heard, and content with the resolution provided.

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  • 23. 

    Once the service is completed & the client is satisfied, you should?

    • Greet your next client

    • Make product recommendations

    • Record the results on a service record card

    • Complete the client intake form

    Correct Answer
    A. Record the results on a service record card
    Explanation
    After completing a service and ensuring client satisfaction, it is important to record the results on a service record card. This helps in maintaining a record of the services provided, which can be useful for future reference. It allows the service provider to keep track of the client's preferences, previous treatments, and any specific requirements. This information can be valuable in providing personalized and consistent services to the client in the future.

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  • 24. 

    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?

    • Review the consultation

    • Show & tell

    • Review the client's lifestyle

    • Determine & rate the client's preferences 

    Correct Answer
    A. Review the client's lifestyle
    Explanation
    Asking the client how much time they want to spend on their hair each day is part of reviewing the client's lifestyle. This step involves understanding the client's daily routine, commitments, and preferences to determine a hairstyle that suits their lifestyle. By asking about the time they are willing to invest in their hair, the stylist can suggest a hairstyle that is practical and manageable for the client.

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  • 25. 

    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 of 1 to 10?

    • Do you spend a great deal of time outdoors?

    • When was the last time you loved you hair ?

    Correct Answer
    A. What at-home products do you use?
    Explanation
    When analyzing a client's hair, asking about the at-home products they use is important because it provides insight into their hair care routine and the products they are using. This information can help determine the client's hair type, condition, and any specific concerns they may have. It also allows the stylist to recommend suitable products or identify any potential issues caused by the current products being used.

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  • 26. 

    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 

    Correct Answer
    A. React instead of responding 
    Explanation
    Reacting instead of responding is not one of the practical steps for effectively communicating in the workplace. Reacting typically involves an emotional and impulsive response, while responding involves a thoughtful and measured approach. Effective communication in the workplace requires active listening, understanding others' perspectives, and responding in a calm and professional manner. Reacting instead of responding can lead to misunderstandings, conflicts, and breakdowns in communication.

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  • 27. 

    To earn a client's trust & 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

    Correct Answer
    A. Introduce them to other people they may interact with in the salon
    Explanation
    Introducing clients to other people they may interact with in the salon helps to build trust and loyalty. By doing so, the client feels more comfortable and familiar with the staff, creating a sense of connection and personalization. This also shows that the salon values their clients and wants to ensure they have a positive experience. Introducing them to other staff members also demonstrates transparency and professionalism, as it allows the client to know who will be involved in their service. Overall, this practice helps to establish a strong relationship with the client, increasing the likelihood of their trust and loyalty.

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  • 28. 

    What should you do first when completing the 10-step consultation method?

    • Analyze the client's hair

    • Perform a needs assessment

    • Determine & rate the client's preferences

    • Review the intake form

    Correct Answer
    A. Review the intake form
    Explanation
    The first step in completing the 10-step consultation method is to review the intake form. This is important because the intake form provides valuable information about the client's preferences, hair history, and any specific concerns or requests they may have. By reviewing the intake form, the stylist can gather essential information that will guide the rest of the consultation process and help them understand the client's needs and expectations. This step sets the foundation for a successful consultation and ensures that the stylist is well-prepared to analyze the client's hair and perform a needs assessment.

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  • 29. 

    What is the last step of the 10-step consultation method?

    • Show & Tell

    • Discuss upkeep & maintenance

    • Review the intake form

    • Review the consultation

    Correct Answer
    A. Review the consultation
    Explanation
    The last step of the 10-step consultation method is to review the consultation. This step involves summarizing the key points discussed during the consultation and ensuring that both the client and the service provider are on the same page. It allows for any clarifications or adjustments to be made before moving forward with the actual service. This step helps to ensure that the client's needs and expectations are fully understood and that the service provider is prepared to deliver the desired results.

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  • 30. 

    The client intake form is NOT also known as a?

    • Health history form

    • Service Record Card

    • Client Questionnaire

    • Consultation Card

    Correct Answer
    A. Service Record Card
    Explanation
    The client intake form is a document used to gather important information about a client's health history, preferences, and goals. It is commonly referred to as a health history form, client questionnaire, or consultation card. However, it is not known as a service record card. A service record card typically contains information about the services provided to a client, such as the date, type of service, and any notes or recommendations.

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Quiz Review Timeline (Updated): Jul 8, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Jul 08, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 11, 2020
    Quiz Created by
    Angelicahurtado5
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