CF 4 Communication for Success

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Which term refers to the act of successfully sharing information between two or more people so that the information is understood?

• Client consultation
• reflective listening
• effective communication
• body language

The _____ is the communication with a client that determines the client’s needs and how to achieve the desired results.

• client intake form
• service record card
• client consultation
• portfolio

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

• upkeep
• hair type
• hues
• swatches

You should ask your clients how much time they want to spend on their hair each day as part of which step of the 10-step consultation method?

• Determine and rate client's preferences
• Review the consultation
• Review the client's lifestyle
• Show and tell

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

• reflective listening
• client consultation
• a needs assessment
• effective communication

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

• 10
• 30
• 5
• 15

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

• Blame the client
• blame the receptionest
• refrain from arguing about who is correct
• take the client anyway even if your schedule is full

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

• to fix the problem causing the client to be unhappy
• to make the client happy
• to get the client to agree that you are right
• Get the client to schedule another appointment quickly

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

• focus the conversation on aging skin
• say yeah instead of yes
• address them by their first name
• keep the topic of conversation professional