8. Joanna, a new client of Harvey's, has just asked Harvey if she can see some examples of her requested service from his previous clients. What should Harvey have prepared before the consultation to meet Joanna's request?

a. a collection of online befbre/after images from his colleagues

d. a menu of services with prices

9. Why does a client who is overly late for an appointment or habitually late for appointments cause problems?

d. Because beauty professionals depend on appointments and scheduling to maximize work hours.

a. Because clients who cannot arrive on time do not deserve the services of a beauty professional.

b. Because beauty professionals must be strict and rigid in all of their business practices.

c. Because clients must show their loyalty to beauty professionals with their eveiy action.

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

a. React instead of responding.

11. Participate proactively in your career and in your success by.

d. communicating your desires and interests

a. not thinking too much about either one

c. approaching the evaluation pessimistically

12. What is reflective listening?

b. listening to the client and then repeating, in your own words, what you think the client is telling you

a. pretending to listen to the client while actually beginning to concentrate on their styling

c. having your assistants listen to the client and then asking them to tell you what the client said

d. ttying to remember what clients requested without actually having to ask them to repeat it

13. Which of the following should be done to try to resolve an unhappy client problem?

b. Find out why the client is unhappy.

a. Tell the client it cannot be fixed, even if you think it can.

c. Strongly assert your opinion.

d. Politely but firmly argue your points.

14. Why is it important to take your temperature as part of effectively communicating in the workplace?

b. Because if you are tired or upset, your interactions with clients might be affected.

a. Because when you do, you trust your judgment.

c. Because some clients are clear about what they want, but others might not be.

d. Because when you do, you stick to what you believe is right.

17. Not crossing your arms when listening to clients or team members is an example of.

a. being aware of your body language

b. always remembering that listening is the best relationship builder

d. speaking clearly and loudly enough fbr people to hear

18. Devon is a student studying for a career in beauty and wellness. Why will the ability to understand people be especially important in the field that Devon has chosen?

b. Because in the field of beauty and wellness, customer service is the cornerstone of success.

a. Because the field of beauty and wellness is the only one in which understanding people is important.

c. Because the ability to understand people guarantees profitability in the field of beauty and wellness.

d. Because in order to properly upsell beauty and wellness clients, they must be understood.

19. When reflective listening, it is important to.

c. not interrupt while the client is speaking

a. try to prevent the client from saying too much

b. focus on other things while the client is speaking

d. steer the client into choices you think are best

20. As a beauty professional, which of the following is TRUE of the clients you are most likely to attract?

b. They will not necessarily be the same age as you.

a. They will often be tardy to their appointments.

c. They will have an opposite style to yours.

d. They will have similar tastes as yours.

21. When should the client intake form be started?

a. the moment a new client calls to make an appointment

b. the moment the new client comes in for the first visit

c. the moment the new client's first services are completed

d. the moment the new client requests a second appointment

22. When should a client consultation be performed?

d. at part of eveiy single service

a. only during the initial client appointment call

b. only during the initial client visit

c. only for the first few client visits

23. What is the FIRST step in the 10-step consultation method?

a. Analyze the client's characteristics.

b. Discover and rate the client's preferences.

24. Kevin has noticed that his most loyal client, Judith, is regularly 20 to 25 minutes late for her prescheduled midmorning appointments. When this happens, it throws off the rest of Kevin5s day of appointments, often upsetting his other clients. Although he has politely mentioned to Judith the affect that her tardiness inevitably causes on his schedule, she continues to be reliably tardy. Which of the following would be Kevin's BEST option?

b. Always schedule Judith fbr the last appointment of the day.

a. Tell Judith he cannot continue to provide services to her.

c. Keep asking Judith to arrive on time.

d. Do nothing, and hope fbr the best.

25. What should you do if clients arrive late and you have the time to take the appointment without jeopardizing other appointments?

c. Politely advise the clients of the late policy.

a. Politely tell the clients you can no longer accept their business.

b. Ask the clients to reschedule anyhow.

d. Provide the clients with services without mentioning their tardiness.

26. Treatment brochures are MOST often.

a. created by beauty professionals

d. kept on hand in case of emergency

27. What should you NOT do at the end of your employee evaluation meeting?

d. Keep your self-evaluation to yourself.

a. Thank your manager fbr taking the time to do the evaluation.

b. Thank your manager fbr the feedback.

c. Thank your manager fbr the guidance.

28. When should you try to upsell services?

b. when working with a new client with whom you are not familiar

c. when a client absolutely does not want to talk about adding on other services

29. t is 12:20 in the afternoon, and Javier's client Hannah has just arrived 20 minutes late for her appointment. Javier will need exactly 1 hour with Hannah, and his next appointment is at 2:00 PM. What should Javier do?

c. Agree to keep HannalVs appointment and politely remind her of the late policy.

a. Refuse to keep Hannah9s appointment and politely tell her that she must reschedule.

b. Refuse to keep Hannah's appointment and politely tell her that she can no longer be his client.

d. Agree to keep Hannah9s appointment and not bring up the fact that she was late.

30. Which of the following is MOST important regarding your workspace?

b. It should be clean and uncluttered.

a. It should have as many samples of products in it as possible.

c. It should be adorned with personal items that tell a lot about you.

d. It should have lots of family pictures fbr the client to admire

31. Olivia has worked at the same place for nearly 15 years. In all of that time, she has never once had a negative run-in with a manager or coworker. Gretta, Olivia's coworker for nearly all of the 15 years, finds it hard to believe Olivia has managed to avoid negative interactions with any of the other professionals. In Gretta's opinion, Olivia too often remains neutral, completely avoids joining in on good gossip, keeps her private life very private, and always takes everything very personally. Which of Gretta's observances of Olivia is the one that actually should be avoided in order to effectively and peacefully interact with coworkers?

d. Olivia's taking things very personally

a. Olivia's insistence on remaining neutral

b. Olivia5s avoidance of good gossip

c. Olivia's private life being kept private

32. Quinton opened his own business six months ago. In all of his training sessions with new employees, Quinton is sure to instruct them to perform client consultations with every single new client. He makes sure that all beauty pros perform an in-depth client consultation with clients immediately following their first service. In doing so, the professionals are to prepare by having on hand a variety of styling books, pamphlets, brochures, and a portfolio of their work. Where does Quinton go wrong in his training?

c. He shouldn5t have had the beauty pros wait until after the first service to conduct client consultations.

a. He shouldn't have had the beauty pros prepare fbr the client consultation by having styling books on hand.

b. He shouldn't have had the beauty pros prepare fbr the client consultation by having swatch books on hand.

d. He shouldn't have had the beauty pros conduct client consultations with every single new client.

33. Which of the following should you NOT do at your employee evaluation?

a. Approach your manager cautiously and shyly.

b. Ask when you can take on more services.

c. Ask when your pay scale might be increased.

d. Ask when you might be considered fbr promotion.

35. Which of the following would be the LEAST appropriate response to a client who starts gossiping?

d. Quietly join in the gossiping.

b. Start talking about the styling you're doing.

c. Give a quick tip fbr treatment and home care.

36. Stephanie wants to become a better communicator at work. She feels as though her poor communication skills have led to numerous clients abandoning her as their beauty pro and her business as their place to go for beauty and styling services. You are Stephanie's close friend. Which of the following pieces of advice would LEAST help Stephanie in her quest toward better communication skills and practice?

a. Good communication skills completely eliminate any potential workplace conflict.

b. Communicating effectively is the basis of all long-lasting relationships with clients.

c. Effective communication fosters a positive team environment.

d. Effectively expressing ideas is a necessary skill fbr career advancement.

37. Kallie has just had a long conversation with her new client, Amanda. Kallie's goal during this initial meeting was to ascertain Amanda's needs and how to achieve her desired results. In which of the following did Kallie just participate?

b. the golden rules of communication

38. Beauty professionals should study and have a thorough understanding of communicating for success for all of the following reasons EXCEPT:

b. Good communication skills, although increasing workplace conflict, better prepare workers to deal with it.

a. Effective communication fosters a positive team environment.

c. Learning how to communicate effectively can help beauty professionals improve retail sales.

d. Effectively expressing ideas is a necessary skill fbr career advancement.

39. Which of the following is most often NOT true of much older clients?

c. They prefer personal over professional conversation.

a. They like to hear please and thank you.

b. They do not like gum chewing.

d. They can be sensitive to verbiage about aging.

40. Sheila's employee evaluation is approaching. Because she knows it will benefit her good standing on the job, she very much wants to interact with her manager in the best possible way during this evaluation. Which of the following should she AVOID doing during this evaluation?

c. asking her manager to skip the guidance portion of the evaluation

a. asking her manager when she can take on more services

b. asking her manager when her pay scale might be increased

d. asking her manager when she might be considered for a promotion

41. Which of the following is NOT one of the important guidelines for interacting and communicating with your manager?

a. Ignore constructive criticism.

42. What is the BEST first step for a beauty professional to take toward helping a client to make choices that reflect a personal sense of style?

d. creating a "client template"

43. Miranda's instructor has told her that to be an effective beauty pro, she must project a professional demeanor, wear a smile every day, be aware of her body language, remember that listening is the best relationship builder, speak clearly and loudly, and use correct English. Which of the following is Miranda's instructor attempting to get her to follow?

b. the golden rules of communication

d. the 10-step consultation method

44. Larissa has been told by her manager to keep several points in mind when interacting and communicating with coworkers. Which of the following did Larissa5s manager most likely NOT tell her to do as part of her efforts to do so effectively?

d. Share your private life with them.

46. Brooke started work at her current establishment three weeks ago. In that time, she has noticed that much of the staff avoids conversations with her, and some even turn and walk the other way when they see her coming. She5s not sure why this is. Since she started working there, she has always been sure to stick up for herself whenever she feels disrespected, even going so far as to take an "eye for an eyes, mentality into interactions with coworkers. What is Brooke doing wrong?

b. She is reacting instead of responding.

a. She is talking less and listening more.

c. She is not believing in herself.

47. is the FIRST step in making meaningful on the job communication a reality.

d. Behaving in a professional manner

c. Treating evei-yone with respect

48. Ambiguity policy as a beauty pro is to allow her clients to be no more than 15 minutes late before they are required to reschedule. She does, however, build in a bit of extra time in between clients to allow for someone who is less than 15 minutes late. When this does happen, she keeps the appointment and politely reminds the client of her late policy. When clients are more than 15 minutes late, she also usually keeps the appointment and simply reschedules the subsequent clients with her apologies. Where is Abigail going wrong?

d. She should not keep appointments fbr very tardy clients at the expense of subsequent clients.

a. Her 15-minute policy should really be a 5-mimite policy.

b. She should not build in any extra time to allow fbr slightly tardy clients.

c. She should not mention her late policy when clients show up tardy.

50. As Eliot is escorting his new client, Gilbert, to his station, he is relieved to see that it is just how it should be according to the recommendations of both his instructors from school and the shop5s manager. Which of the following MOST LIKELY describes how Eliot's workstation looks?

b. freshly cleaned and uncluttered

a. cluttered with strategically chosen products according to Gilbert's profile

c. filled with more expensive products than Gilbert had spoken about so that Eliot can upsell

d. carefillly arranged with personal items so that Gilbert can get an idea of Eliot5s personality

51. Which of the following is NOT true of the service record card?

c. It is intended fbr the client's use.

a. It is the clienfs permanent progress record of services received.

b. It is completed by the beauty professional performing the service.

d. It is updated with each client visit.

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