WorksheetsCh. 4 Communicating for success- Milady
Total questions: 23
Worksheet time: 2hrs 55mins
Name
Class
Date
1.
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
2.
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
3.
The work and consultation area needs to be freshly cleaned and uncluttered.
a)
true
b)
false
4.
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
5.
A consultation with a first-time client should be scheduled at least 15 minutes before the actual appointment.
a)
true
b)
false
6.
Record any formulations or products used, including the strength and any specific techniques followed, on the Rolodex.
a)
true
b)
false
7.
When meeting a client for the first time, always introduce yourself.
a)
true
b)
false
8.
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
9.
If a client arrives late, you should establish a precedent by refusing to complete the service under any circumstances.
a)
true
b)
false
10.
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
11.
Never argue with a client or try to force your opinion on him/her.
a)
true
b)
false
12.
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
13.
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
14.
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
15.
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
16.
The most important communication you will have with your client is the_______.
a)
client consultation
b)
initial greeting
c)
sales pitch
d)
friendly chit-chat
17.
What tool can be used to put your client at ease about your technical abilities.
a)
style book
b)
fashion magazine
c)
personal portfolio
d)
letters of recommendation
18.
When you help the client select a hairstyle that is reflective of her body shape and entire lifestyle you are subscribing to the____concept.
a)
big picture
b)
fashion personality
c)
seasonal color
d)
total look
19.
If a client is dissatisfied with the service and you are trying to find out why what is one of the first steps you should take?
a)
gloss over the problem
b)
ask for specifics
c)
try to cover up the issue
d)
promise to do better
20.
As you interact and communicate with fellow coworkers remember to treat everyone with_____.
a)
respect
b)
indifference
c)
aloofness
d)
criticism
21.
In dealing with conflicts that may occur between your coworkers it is important to______.
a)
get involved
b)
take sides
c)
remain neutral
d)
offer opinions
22.
When bringing issues or problems to your supervisor or salon manager it is important to be_______.
a)
an antagonist
b)
a complainer
c)
a problem-solver
d)
a tattle-tail
23.
One of the ways you can participate proactively in your career success is by approaching your employee evaluations sessions_______.
a)
fearfully
b)
skeptically
c)
apprehensively
d)
positively
100 %
