Milady's Standard Cosmetology- Chapter 4
Comminicating for success
- 1.The ability to understand people is the key to
- A.
Human relations
- B.
Operating inactively
- C.
Tension and misunderstanding
- D.
Operating effectively
- 2.You are in a better position to do you job professionally when you
- A.
Pay no attention to the motives and needs of others
- B.
Clearly understand the motives and needs of others
- C.
Pay some attention to the needs of others
- D.
Clearly ignore the motives and needs of coworkers
- 3.Central to a styist's success is
- A.
Excellent customer service
- B.
Some customer service
- C.
Excellent coworkers
- D.
Ability to create conflict
- 4.The single most important communication tool that should be done prior to any client service is the
- A.
Body language
- B.
Release statement
- C.
Station preparation
- D.
Client consultation
- 5.A form used to record information on a new clent is also known as
- A.
Client questionnaire
- B.
Client appointment
- C.
Client request
- D.
Client recommendation
- 6.Listening to a client and then repeating in your own words is what you think the client is telling you is known as
- A.
Valid suggestion
- B.
Reflective listening
- C.
Reflective thinking
- D.
Narrow selections
- 7.To reiterate everything to a client during the consultation process means to
- A.
Repeat in measure precise terms
- B.
Repeat in rapid intense terms
- C.
Ignore the clients needs
- D.
Demonstrate the end results
- 8.If you experience any problems with colleagues, the best way to resolve them is to
- A.
Ignore them and try not to speak to them
- B.
Speak with them directly and privately
- C.
Behave disrespectfully toward them
- D.
Speak to coworkers about them
- 9.The individual in the salon that has the most responsibility for how the salon is run in terms of daily maintenance operations and client service is the
- A.
Salon servicer
- B.
Salon manager
- C.
Salon client
- D.
Business partners
- 10.Communication can be defined as
- A.
The art of effectively sharing information between two or more people
- B.
The ability to solve problems and take quick action
- C.
The art of ineffectively sharing information between two or more people
- D.
The ability to trick the clients into having extra services
- 11.An excellent time to discuss your progress with the salon owner or your employer is during a
- A.
Coffee break
- B.
Lunch meeting
- C.
Employee evaluation
- D.
Client evaluation
- 12.In the event that a situation is beyond your control, the key to handling your reactions is to
- A.
Communicate past the issue
- B.
Argue with the client
- C.
Communicate that you are unhappy
- D.
Ignore the clients needs
- 13.In handling a client who is dissatisfied with a service, the ultimate goal is to
- A.
Argue with the client
- B.
Make the client happy
- C.
Make the client leave
- D.
Ask for specifics
- 14.A good customer service practice is to develop if you are behind schedule is to
- A.
Have the client wait in the reception area until you are available
- B.
Call to inform you client about the delays
- C.
Have the client run other errands until you are available
- D.
Let the client wait and be inconvenienced
- 15.To be successful, its important for your career to
- A.
Participate proactively by communicating your desires and interests
- B.
Be shy and not share your thoughts or questions with the salon manager
- C.
Be unprepared to discuss you desires and interests with the salon manager
- D.
Ignore positive feedback from the salon managers and coworkers
Back to top