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WorksheetsChapter 4 Communicating for Success
Total questions: 36
Worksheet time: 18mins
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.
A consultation with a first-time client should be scheduled at least 15 minutes before the actual appointment.
a)
true
b)
false
11.
Record any formulations or products used, including the strength and any specific techniques followed, on the Rolodex.
a)
true
b)
false
12.
When meeting a client for the first time, always introduce yourself.
a)
true
b)
false
13.
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
14.
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
15.
If a client arrives late, you should establish a precedent by refusing to complete the service under any circumstances.
a)
true
b)
false
16.
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
17.
Never argue with a client or try to force your opinion on him/her.
a)
true
b)
false
18.
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
19.
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
20.
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
21.
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
22.
The act of transmitting information in the form of symbols gestures or behaviors in order to express an idea or concept so that it is satisfactorily understood is known as______.
a)
sign language
b)
communication
c)
listening
d)
speaking
23.
An important strategy to use when conducting a client consultation is known as_____.
a)
interrupting regularly
b)
avoiding eye contact
c)
talking loudly
d)
reflective listening
24.
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
25.
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
26.
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
27.
When conducting a client consultation with a first-time client how much time should you schedule for the consultation
a)
five to fifteen minutes
b)
fifteen to twenty minutes
c)
twenty to thirty minutes
d)
forty-five to sixty minutes
28.
What is the very first thing you should do when meeting a new client?
a)
hurry
b)
smile
c)
prepare
d)
saunter
29.
When is it appropriate to argue with clients?
a)
when they are late
b)
when they arrive on the wrong day
c)
when they are dissatisfied
d)
absolutely unquestionably never
30.
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
31.
As you interact and communicate with fellow coworkers remember to treat everyone with_____.
a)
respect
b)
indifference
c)
aloofness
d)
criticism
32.
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
33.
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
34.
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
35.
The best way to understand others is to begin with a firm understanding of_______.
a)
your parents
b)
yourself
c)
cosmetology
d)
anthropology
36.
Poeple who are rude insensitive and generally unfeelinged are usually_____.
a)
mature
b)
immature
c)
responsible
d)
insecure
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