Chapter 4 - Communicating For Success (Milady)
30 Questions
- 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
Questions: 100 | Attempts: 35586 | Last updated: Jun 27, 2022
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Sample Question________can be defined as behavior and attitude patterns exhibiting standards and character marked by pride in oneself and one's career, respect for the people served, and commitment to the continued development of skills in the pursuit of excellence.
Questions: 30 | Attempts: 24306 | Last updated: Mar 22, 2022
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Sample QuestionWhich of the following are essential elements of communication? (Select all that apply)
Questions: 10 | Attempts: 17244 | Last updated: Mar 22, 2022
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Sample QuestionWhich one of these is a form of verbal communication?
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