WorksheetsCh 4
Total questions: 25
Worksheet time: 4hrs 10mins
Which of the following is NOT one of the practical steps for effectively communicating in the workplace?
talk less listen more
Take your temperature
React instead of responding
Believe in yourself
Which question should you ask when analyzing a client's hair?
When was the last time you loved your hair?
How would your rate the manageability?
What at-home products do you use?
Do you spend a great deal of time outdoors?
Listening to the client and then repeating, in your own words, what you think the client is telling you is known as:
reflective listening
a needs assessment
a client consultation
effective communication
What is the ultimate goal when you encounter a client who is dissatisfied?
to get the client to agree that you are right
to get the client to schedule another appointment quickly
to fix the problem causing the client to be unhappy
to make the client happy
If a client scheduling mix-up occurs, you should:
blame the client
blame the receptionist
refrain from arguing about who is correct
take the client anyway even if your schedule is full
Once the service is completed and the client is satisfied, you should:
greet your next client
record the results on a service record card
complete the client intake form
make product recommendations
What should you do at the end of your employee evaluation?
Thank your manager for taking the time to do the evaluation.
get up and leave quietly
suggest to your manager that you be granted a pay increase
make recommendations about what the manager can do to improve his/her performance
Which question should you ask when determining how the client feels about the manageability of his or her hair?
Do you feel that your hair is manageable enough for your lifestyle?
How would you rate the manageability of your hair on a scale of 1 to 10, where 1 is poor and 10 is excellent?
Would you say your hair is very, somewhat, not very or not manageable at all?
how manageable is your hair?
Generally, clients are asked to reschedule an appointment if they are more than ____ minutes late.
10
5
15
30
Which term refers to bundles of hair dyed to match particular haircolor shades offered by a manufacturer?
upkeep
swatches
hues
hair types
What should you do if you find yourself at odds with a coworker?
ignore the coworker
take things personally
seek help from someone you respect
ask other coworkers to take your side
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?
review the clients lifestyle
determine and rate the client's preferences
show and tell
review the consultation
What is the last step of the 10 step consultation method?
show and tell
review the intake form
discuss upkeep and maintenance
review the consultation
What should you do first when completing the 10 step consultation method?
perform a needs assessment
determine and rate the client's preferences
review the intake form
analyze the client's hair
New clients should be instructed to arrive ___ minutes early so they can complete a client intake form.
30
5
10
15
The ___ is the communication with a client that determines the client's needs and how to achieve the desired results.
client consultation
client intake form
portfolio
service record card
When working with older clients, as a general rule you should:
address them by their first name
keep the topics of conversation professional
focus the conversation on aging skin
say yeah instead of yes
What should you do as the time for your employee evaluation draws near?
try not to think about it
evaluate how well the salon operates as a business
perform a self evaluation
ask for a raise
The client intake intake form is NOT also known as a:
health history form
client questionnaire
consultation card
service record card
Because the salon is a close-knit community in which people spend long hours working side by side, it is important to:
gossip
maintain boundaries
take sides in disputes
take things personally
Which of the following is NOT one of the golden rules of communication?
wear a smile everyday
always remember that talking is the best relationship builder
be aware of your body language
speak clearly and loudly enough for people to hear
When communicating with your coworkers, you should do all of the following EXCEPT:
be honest
discuss your personal life
remain objective
treat everyone with respect
The ___ is the client's permanent progress record of services received, results, formulations, and products used during the service.
client questionnaire
consultation card
client intake form
service record card
To earn clients trust and loyalty, you should always:
offer them a discount
introduce them to other people they may interact with in the salon
give them a tour of the salon every time they visit
be honest with them about how you are feeling
Which term refers to the act of successfully sharing information between two or more people so that the information is understood?
body language
effective communication
reflective listening
client consultation
