Chapter 4 communicating for success

The act of transmitting information in the form of symbols gestures or behaviors in order to express an idea or concept so that it is satisfactorily understood is known as______.

• sign language 
• communication
• listening
• speaking

An important strategy to use when conducting a client consultation is known as_____.

• interrupting regularly
• avoiding eye contact
• talking loudly 
• reflective listening

The most important communication you will have with your client is the_______.

• client consultation
• initial greeting
• sales pitch
• friendly chit-chat

What tool can be used to put your client at ease about your technical abilities.

• style book
• fashion magazine 
• personal portfolio
• letters of recommendation

When you help the client select a hairstyle that is reflective of her body shape and entire lifestyle you are subscribing to the____concept.

• big picture
• fashion personality
• seasonal color
• total look

When conducting a client consultation with a first-time client how much time should you schedule for the consultation

• five to fifteen minutes
• fifteen to twenty minutes
• twenty to thirty minutes
• forty-five to sixty minutes

What is the very first thing you should do when meeting a new client?

• hurry
• smile
• prepare
• saunter

When is it appropriate to argue with clients?

• when they are late
• when they arrive on the wrong day
• when they are dissatisfied
• absolutely unquestionably never

If a client is dissatisfied with the service and you are trying to find out why what is one of the first steps you should take?

• gloss over the problem
• ask for specifics
• try to cover up the issue
• promise to do better

As you interact and communicate with fellow coworkers remember to treat everyone with_____.

• respect
• indifference
• aloofness
• criticism