Good communication skills reduce potential workplace _______.

• harmony

• compatibility

• conflict

• consistency

In handling a client who is dissatisfied with a service, the ultimate goal is to ________.

• convince the client that you are right and she is wrong

• make the client happy and willing to return for future services

• get the client out of the salon as quickly as possible

• fully satisfy the client, regardless of the cost

Effective human relations and communication skills build _______, accelerate professional growth, and promote a positive work environment.

• strong values

• professional ethics

• stimulating conversations

• lasting client relationships

The sixth step of the 10-Step Consultation Method is ________.

• review the intake form

• determine and rate the client's preferences

• show and tell

• discuss upkeep and maintenance

a practical step fro effectively communicating in the workplace is to _________.

• be inattentive

• believe in yourself

• talk more and listen less

• react instead of responding

The ability to understand people is _______ to operating effectively in many industries.

• the key

• irrelevant

• incidental

• unimportant

To earn a client's ________ and loyalty, be consistent by always having a positive attitude.

• money

• affection

• trust

• respect

If a client requests a specific cut or color that she has seen on a celebrity that cannot be achieved, you should ________.

• create your own design ignoring what the client has specified that she would like

• refuse the service and tell the client this cut or color would not work for her

• perform the service since this is what the client has requested

• create a plan, offer alternative looks, and set future goals

You may want to schedule clients who are ________ late for the last appointment of the day or ask them to arrive earlier than their actual appointment time.

• habitually

• never

• rarely

• occasionally

When you meet an older client for the first time, you should ___________.

• address the client by the honorific

• address the client solemnly

• address the client by their first name

• ask how the client wishes to be addressed