Pivot Point Communicate with Confidence Quiz

"No-Show" clients can be handled with all of the following strategies EXCEPT:

• making reminder calls ahead of time

• offering other available appointment times

• informing client of cancellation policy

• never discussing the missed appointment

Adjusting your behavior to ensure your messages are being understood, and adapting your approach is referred to as:

• flexing

• reflecting

• fixing

• interacting

All of the following topics are considered to be controversial for discussion with the client EXCEPT:

• religion

• politics

• personal problems

• hair care products

Ann, a loyal client, has just arrived late for her appointment. How should a salon professional handle this situation?

• leave out steps to save time

• ignore talking about the situation

• discuss issue at front desk in front of others

• explain what services you have time to complete

As soon as you notice a discussion is getting off-track, you should:

• talk louder

• remain silent

• try harder to make your point

• bring it back to the main issue

If a person matches their actions with their words, it is an example of:

• respect

• integrity

• etiquette

• commitment

Not making assumptions about people based on appearances reflects use of:

• respect

• integrity

• etiquette

• commitment

Paraphrasing to summarize the meaning of what has been communicated is known as:

• using tact

• reflective listening

• using overtones

• one-way communication

Persevering through difficult times is an example of:

• respect

• integrity

• etiquette

• commitment

Practicing good manners in the workplace is referred to as :

• flexing

• conflict resolution

• reflective listening

• professional etiquette