Chapter 4 Milady

If a client scheduling mix-up occurs, you should:

• blame the client

• take the client anyway even if your schedule is full

• refrain from arguing about who is correct

• blame the receptionist

When receiving services at a cosmetology school, the client may be asked to sign a _____, indicating that he or she is aware that the service is being provided by a student.

• client intake form

• consultation card

• release statement

• service record card

The _____ is the client's permanent progress record of services received, results, formulations, and products used during the service.

• client questionnaire

• consultation card

• client intake form

• service record card

How many additional services should you suggest during the 10-step consultation method?

• no more than one

• none

• at least four

• at least two

Which question should you ask when analyzing a client's hair?

• What at-home products do you use?

• How would you rate the manageability of your hair on a scale of 1 to 10?

• Do you spend a great deal of time outdoors?

• When was the last time you loved your hair?

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

• effective communication

• reflective listening

• the client consultation

• a needs assessment

When working with older clients, as a general rule you should:

• address them by their first name

• keep the topics of conversation professional

• say yeah instead of yes

• focus the conversation on aging skin

What should you do at the end of your employee evaluation?

• Make recommendations about what the manager can do to improve his or her performance.

• Get up and leave quietly.

• Thank your manager for taking the time to do the evaluation.

• Suggest to your manager that you be granted a pay increase.

Generally, clients are asked to reschedule an appointment if they are more than ____ minutes late.

• 30

• 15

• 10

• 5

When making recommendations to a client, which of the following is NOT an example of criteria you will base your suggestions on?

• lifestyle

• hair type

• face shape

• education