Communicating For Success~ Ch.4
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People who create conflict wherever they go typically do so because they are feeling:
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Fatigued
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Restless
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Insecure
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Trustful
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This quiz, titled 'Communicating for Success~ ch. 4', assesses key skills in handling client relations and conflict resolution in cosmetology. It focuses on understanding the causes of conflict, effective client service strategies, and essential consultation steps, crucial for cosmetologists aiming to enhance client satisfaction and service quality.
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- 2.
In handling a client who is dissatisfied with a service, the ultimate goal is to:
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Convince the client that you are right and she is wrong
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Make the client happy enough to pay for the service and return in the future
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Get the client out of the salon as quickly as possible
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Fully satisfy the client, regardless of the cost
Correct Answer
A. Make the client happy enough to pay for the service and return in the futureExplanation
The ultimate goal in handling a dissatisfied client is to make the client happy enough to pay for the service and return in the future. This means that the focus should be on resolving the client's concerns and providing a satisfactory solution that meets their needs and expectations. By doing so, the client is more likely to have a positive experience, continue using the service, and potentially recommend it to others. The goal is not to convince the client that they are wrong or to rush them out of the salon, but rather to prioritize their satisfaction and build a long-term relationship.Rate this question:
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- 3.
All of the following are golden rules of human relations except:
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Being right is the same as acting righteous.
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A smile is worth a million times more than a sneer.
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Always remember that listening is the best relationship builder.
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Laugh often.
Correct Answer
A. Being right is the same as acting righteous.Explanation
(pg. 48 textbook)Rate this question:
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- 4.
Step 6 of the 10-step consultation method is:
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Review the intake form.
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Determine the client's preference.
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Show and tell.
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Discuss upkeep and maintenance.
Correct Answer
A. Show and tell.Explanation
(pg. 54 textbook)Rate this question:
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- 5.
All of the following are primary criteria to consider when suggesting hairstyling options to a client except:
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Lifestyle
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Face shape
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Hair type
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Hair color
Correct Answer
A. Hair colorExplanation
When suggesting hairstyling options to a client, it is important to consider their lifestyle, face shape, and hair type. These factors play a significant role in determining which hairstyles would suit the client best and meet their preferences and needs. However, hair color is not a primary criteria to consider when suggesting hairstyling options. While hair color can influence the overall look and style, it is not as crucial as the other factors mentioned above in determining suitable hairstyling options for a client.Rate this question:
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- 6.
The ability to understand people is _______ to the success of a cosmetologist.
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Key
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Irrelevant
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Incidental
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Unimportant
Correct Answer
A. KeyExplanation
The ability to understand people is crucial to the success of a cosmetologist. By understanding their clients' needs, preferences, and desires, a cosmetologist can provide personalized services and create a positive experience for them. This understanding helps in building trust and loyalty, leading to repeat business and positive word-of-mouth referrals. Without this key ability, a cosmetologist may struggle to meet clients' expectations and may not be able to establish a successful career in the industry.Rate this question:
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- 7.
To earn clients' _______ and loyalty, you should set aside a few minutes to take new clients on a quick tour of the salon, smile, and be yourself.
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Money
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Affection
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Trust
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Respect
Correct Answer
A. TrustExplanation
To earn clients' trust and loyalty, it is important to make them feel comfortable and valued. By taking new clients on a quick tour of the salon, smiling, and being genuine, you are showing them that you are trustworthy and reliable. Trust is crucial in building long-term relationships with clients, as it establishes a sense of confidence and reliability in your services. By earning their trust, clients are more likely to continue patronizing your salon and recommend it to others.Rate this question:
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- 8.
If a client requests a specific cut or color that she has seen on a celebrity, you should _______ explain whether the look is right for the client.
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Democratically
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Diplomatically
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Directly
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Distinctly
Correct Answer
A. DiplomaticallyExplanation
Diplomacy-- also known as tact-- is the ability to deliver truthful, even sometimes critical or difficult, messages in a kind way.Rate this question:
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- 9.
If you have clients who are habitually _______, it is recommended that you ask them to arrive earlier than their actual appointment time.
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Late
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Loud
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Punctual
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Unfriendly
Correct Answer
A. LateExplanation
If clients are habitually late, it is recommended to ask them to arrive earlier than their actual appointment time. This allows for a buffer period, ensuring that even if they are late, they will still arrive on time for their appointment.Rate this question:
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- 10.
When you meet an older client for the first time, it is recommended that you address her with a(n) _______, such as "Mrs. Smith."
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Honorable mention
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Honor
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Honorarium
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Honorific
Correct Answer
A. HonorificExplanation
When meeting an older client for the first time, it is recommended to address her with a honorific, such as "Mrs. Smith." An honorific is a title or form of address that shows respect and politeness towards someone, especially when they are older or hold a certain position of authority. Using an honorific like "Mrs." acknowledges the client's age and shows courtesy and professionalism in the interaction.Rate this question:
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- 11.
It is best to avoid using _______ terms when conversing with clients.
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Casual
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Respectful
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Slang
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Professional
Correct Answer
A. SlangExplanation
When conversing with clients, it is important to maintain a professional tone and language. Using slang terms may come across as unprofessional and can potentially create a negative impression. Therefore, it is best to avoid using slang terms when interacting with clients.Rate this question:
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- 12.
As a cosmetologist, do not attempt to fulfill the role of _______, career guide, parental sounding board, and motivational coach for your clients.
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Haircolor expert
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Counselor
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Professional acquaintance
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Polite listener
Correct Answer
A. CounselorExplanation
As a cosmetologist, it is not appropriate to fulfill the role of a counselor for your clients. While it is important to listen to your clients and provide support, it is not your responsibility to provide guidance, advice, or motivation beyond the scope of your expertise in cosmetology. Your main focus should be on providing haircare services and expertise, rather than taking on the role of a counselor.Rate this question:
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- 13.
If, during a discussion, a client is revealing increasingly personal details, it is recommended that you change the subject or _______ to help take her mind off of her troubles.
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Suggest a mini relaxation service
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Reveal a personal detail of your own
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Walk away from the client
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Turn on a loud machine
Correct Answer
A. Suggest a mini relaxation serviceExplanation
When a client is revealing increasingly personal details during a discussion, it is recommended to suggest a mini relaxation service to help take her mind off of her troubles. This can be a helpful and supportive approach to provide a distraction and create a more comfortable environment for the client. By offering a relaxation service, such as deep breathing exercises or guided meditation, it can help the client to relax, refocus their thoughts, and potentially alleviate some of their stress or anxiety.Rate this question:
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- 14.
You should be open and honest in all of your communications with coworkers, but you must also be _______ to circumstances in which being direct would be hurtful.
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Oblivious
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Sensitive
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Frightened
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Averse
Correct Answer
A. SensitiveExplanation
In order to maintain positive relationships with coworkers, it is important to be open and honest in communication. However, there are situations where being direct can be hurtful. Therefore, it is necessary to be sensitive to these circumstances and choose a more tactful approach. Being sensitive allows for effective communication while considering the feelings and emotions of others involved.Rate this question:
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- 15.
When you need to speak with your manager about an issue or problem, it is recommended that you _______ beforehand.
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Core up your mistakes
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Think of possible excuses
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Think of possible solutions
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Think of who you can blame
Correct Answer
A. Think of possible solutionsExplanation
When you need to speak with your manager about an issue or problem, it is recommended that you think of possible solutions beforehand. This is because approaching your manager with potential solutions shows that you have taken the initiative to think critically about the problem and are proactive in finding a resolution. It demonstrates your problem-solving skills and can help facilitate a more productive and collaborative conversation with your manager.Rate this question:
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- 16.
The act of successfully sharing information between two people so that the information is understood is called:
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Direct communication
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Effective communication
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Strong communication
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Overt communication
Correct Answer
A. Effective communicationExplanation
Effective communication refers to the act of successfully sharing information between two people in a way that ensures understanding. It involves clear and concise expression, active listening, and the use of appropriate verbal and nonverbal cues. Effective communication is essential in building strong relationships, resolving conflicts, and achieving common goals. It promotes mutual understanding, trust, and cooperation among individuals or groups.Rate this question:
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- 17.
The document also known as a client questionnaire or consultation card is the:
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Intake form
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Welcome form
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Greeting form
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Entrance form
Correct Answer
A. Intake formExplanation
The document referred to as a client questionnaire or consultation card is commonly known as an intake form. This form is typically used to gather essential information about the client before a consultation or treatment session. It helps the service provider understand the client's needs, medical history, preferences, and any specific concerns or goals they may have. The intake form plays a crucial role in ensuring that the service provided is tailored to the client's individual requirements and helps establish a productive and effective client-provider relationship.Rate this question:
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- 18.
The verbal communication also known as the needs assessment is the:
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Client conversation
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Client communion
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Client consultation
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Client conference
Correct Answer
A. Client consultationExplanation
(pg. 52 textbook)Rate this question:
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- 19.
Instead of the term client, patrons of day spas are commonly called:
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Guests
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Tenants
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Visitors
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Day trippers
Correct Answer
A. GuestsExplanation
Day spas often refer to their customers as "guests" because they aim to create a welcoming and relaxing environment for them. The term "guests" implies a sense of hospitality and personalized service, which aligns with the experience that day spas strive to provide. It also reflects the idea that patrons are not just clients, but individuals who are invited and valued in the spa setting. This term helps to foster a positive and customer-centric atmosphere, enhancing the overall experience for the individuals visiting the day spa.Rate this question:
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- 20.
The term commonly used for patrons of medical spas is:
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Guests
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Tenants
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Visitors
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Clients
Correct Answer
A. ClientsExplanation
The term commonly used for patrons of medical spas is "clients" because it implies a professional relationship between the individual seeking services and the establishment providing them. Unlike terms such as "guests" or "visitors," which suggest a more casual or temporary nature, "clients" indicates a regular and ongoing connection with the medical spa. Additionally, "clients" implies a level of trust and reliance on the expertise and services offered by the spa, which aligns with the professional and specialized nature of medical spa treatments.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Mar 11, 2017Quiz Created by
Stefanie
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