Professional Image Part 4

In a conversation with a customer, it would be best to talk about:

• Your company's achievements and awards
• customer's beauty needs and how your product or service can meet those needs

• Your favorite hobbies and interests
• Your personal problems and issues

Repeating back to the client in your own words what you think he/she is telling you is called:

• Passive listening
• Selective listening
• Inattentive listening
• Reflective listening

In handling a client who is dissatisfied with a service, the ultimate goal is to:

• Make the client happy

• Get him or her out of the salon as quickly as possible

• Argue with the client and prove them wrong
• Ignore the client's dissatisfaction and hope they forget about it

If you need to speak with your manager about an issue or problem, it is recommended that you do what beforehand?

• Think of possible solutions

• Discuss with colleagues instead
• Wait until the last minute
• Think of possible excuses

The verbal communication also known as the needs assessment is the:

• Communication evaluation
• Client consultation

• Verbal assessment
• Assessment of wants

To resist being pulled into drama in the workplace, always remain:

• by yourself

• emotional and reactive
• aggressive and confrontational
• objective

When communicating with coworkers, what two things should you try to be at the same time?

• honest and sensitive

• assertive and aggressive

• adverse and controversial

• oblivious and withdrawn

The document also known as the client questionnaire, consultation card, or health history form is the client:

• entrance form

• intake form

• record card

• welcome form

How long should you allow to do the client intake/client consultation?

The type of communication that can be more important than verbal is:

(a)