Chapter 4 Test

When is it appropriate to argue with clients?

• When they are late
• When they arrive on the wrong day
• When they are openly dissatisfied
• Absolutely, unquestionable never

Listening to the client and then repeating, in your own words, what you think the client is telling you, is known as________.

• associative communication
• targeted assimilation
• repetitive feedback
• reflective listening

The best way to understand others is to begin with a firm understanding of ______.

• business
• yourself
• cosmetology
• the brain

The most important communication you will have with your clients is a _________, which will help you to determine the client's needs and achieve the desired results.

• client consultation
• follow-up meeting
• sales pitch
• open house

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

• respect
• scrutiny
• aloofness
• competitiveness

If a client is dissatisfied with a service, what is one of the first steps you should take?

• Try to minimize the problem
• Ask for specifics
• Talk to your attroney
• Guarantee that it will never happen again

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

• Clean your work area
• Wear a smile
• Prepare the client for service
• Inform the client of the fees

_____________ is effectively the basis of all long- lasting relationships with clients and coworkers.

• Management
• Communication
• Training
• Advertising

In dealing with conflicts that may occur between your coworkers, it is important to____________ .

• get involved

• take sides

• remain neutral

• offer advice

A proactive method for moving toward a successful career is to approach your employee evaluation sessions with a(n) _____________.

• defense if needed

• healthy skepticism

• certain amount of apprehension

• positive attitude