Ch 4

 Which of the following is NOT one of the practical steps for effectively communicating in the workplace? 

• talk less listen more

• Take your temperature

• React instead of responding

• Believe in yourself

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

• When was the last time you loved your hair?

• How would your rate the manageability?

• What at-home products do you use? 

• Do you spend a great deal of time outdoors?

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

• reflective listening 

• a needs assessment

• a client consultation

• effective communication

 What is the ultimate goal when you encounter a client who is dissatisfied? 

• to get the client to agree that you are right

• to get the client to schedule another appointment quickly

• to fix the problem causing the client to be unhappy

• to make the client happy 

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

• blame the client

• blame the receptionist

• refrain from arguing about who is correct

• take the client anyway even if your schedule is full

 Once the service is completed and the client is satisfied, you should: 

• greet your next client

• record the results on a service record card 

• complete the client intake form

• make product recommendations

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

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

• get up and leave quietly

• suggest to your manager that you be granted a pay increase

• make recommendations about what the manager can do to improve his/her performance

 Which question should you ask when determining how the client feels about the manageability of his or her hair? 

• Do you feel that your hair is manageable enough for your lifestyle?

• How would you rate the manageability of your hair on a scale of 1 to 10, where 1 is poor and 10 is excellent? 

• Would you say your hair is very, somewhat, not very or not manageable at all?

• how manageable is your hair?

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

• 10

• 5

• 15

• 30

 Which term refers to bundles of hair dyed to match particular haircolor shades offered by a manufacturer? 

• upkeep

• swatches

• hues

• hair types