Worksheetschapter 4 communicating for success
Total questions: 20
Worksheet time: 10mins
Name
Class
Date
1.
Effective human relations and communication skills build lasting client relationships, aid in your growth, and help prevent misunderstandings.
a)
true
b)
false
2.
Communication is the act of effectively sharing information between two people, or groups of people, so that it is effectively understood.
a)
true
b)
false
3.
To earn a client’s trust and loyalty, you need to always approach a new client in a formal and reserved manner.
a)
true
b)
false
4.
The client consultation is the communication that determines the client’s needs.
a)
true
b)
false
5.
The work and consultation area needs to be freshly cleaned and uncluttered.
a)
true
b)
false
6.
Reflective listening is the process of repeating back to the client, in your own words, what you think she is telling you.
a)
true
b)
false
7.
If a client does not fully realize that her choice in a service will not benefit her, it is your obligation to find a way to bluntly let her know.
a)
true
b)
false
8.
The communication with a client that is used to determine the client’s needs and desired results is called a client consultation
a)
true
b)
false
9.
A consultation with a first-time client should be scheduled at least 15 minutes before the actual appointment.
a)
true
b)
false
10.
Record any formulations or products used, including the strength and any specific techniques followed, on the Rolodex.
a)
true
b)
false
11.
When meeting a client for the first time, always introduce yourself.
a)
true
b)
false
12.
The first step in the client consultation process is to ask the client what he/she likes least and most about his/her current look.
a)
true
b)
false
13.
Encouraging a client to flip through photo collections and point out finished looks that he/she likes and why is called the show and-tell step of the consultation.
a)
true
b)
false
14.
If a client arrives late, you should establish a precedent by refusing to complete the service under any circumstances.
a)
true
b)
false
15.
If a client shows up at an incorrect time or day and you have other appointments, politely explain his/her mistake and offer to reschedule.
a)
true
b)
false
16.
Never argue with a client or try to force your opinion on him/her.
a)
true
b)
false
17.
Your job and your relationship with your clients are very specific: The goal is to advise and service clients with their beauty needs, and nothing more.
a)
true
b)
false
18.
Behaving in a _____________ is the first step in making meaningful, in-salon communication a reality.
a)
sarcastic tone
b)
laid back
c)
professional manner
d)
angry
19.
At the end of a client consultation, you should not begin the service until you have reviewed everything that you have agreed upon, received the client’s _____________, and have asked the client for feedback on the consultation process.
a)
confirmation
b)
credit card information
c)
recipe for mac and cheese
d)
groovy dance moves
20.
Effective human relations and communication skills will help all of the following except
a)
Building lasting client relationships
b)
Accelerating professional growth
c)
Slapping your client for being late
d)
Promoting a positive work environment
100 %
