Client Care and Communication

During a conversation, what percentage of what we are communicating comes from the tone we use?

• 7 %

• 38%

• 55%

• 100%

Which one of the following is considered to be a type of multimedia communication?

• A consultation

• A DVD

• A poster

• A price list

Which one of the following is an example of negative body language?

• Staring

• Giggling

• Nodding

• Waving

Which one of the following is an example of negative behaviour?

• Being efficient

• Being proactive

• Being argumentative

• Being assertive

When you give instructions?

• Stand beside the person

• Use technical abbreviations

• Write them down

• Speak clearly and not rush

Which one of the following is an example of an open question?

• What is your skin care routine?

• Is this what you use on your face?

• Do you use this product on your skin?

• You can use this product on your skin

In relation to the storage of record cards, the Data Protection Act applies to records that are:

• Stored in an electronic database

• Stored in a filing cabinet

• Stored in the reception area

• Stored in a lockable cupboard

A client complains that they were sold a moisturiser that had already been opened. Who should the client be referred to?

• The receptionist

• Another therapist

• The product company's representative

• The salon manager

Which one of the following would not be required on a consultation card?

• The clients mobile number

• The clients marital status

• The products used during the treatment or service

• Any contra-indication to the treatment

Where is the best place to carry out a consultation?

• The main reception

• In the relaxation room

• In the treatment room

• In the retail area