WorksheetsCommunicating for Success Assessment
Total questions: 18
Worksheet time: 9mins
Name
Class
Date
1.
Beauty professionals should study and have a thorough understanding of communicating for success for all of the following reasons EXCEPT:
a)
Effective communication fosters a positive team environment.
b)
Good communication skills, although increasing workplace conflict, better prepare workers to deal with it.
c)
Learning how to communicate effectively can help beauty professionals improve retail sales.
d)
Effectively expressing ideas is a necessary skill for career advancement.
2.
Which of the following is NOT one of the practical steps for effectively communicating in the workplace?
a)
React instead of responding.
b)
Believe in yourself.
c)
Talk less and listen more.
d)
Be attentive.
3.
Not crossing your arms when listening to clients or team members is an example of ______.
a)
being aware of your body language
b)
always remembering that listening is the best relationship builder
c)
using correct English
d)
speaking clearly and loudly enough for people to hear
4.
Which of the following is NOT true of the service record card?
a)
It is the client’s permanent progress record of services received.
b)
It is completed by the beauty professional performing the service.
c)
It is intended for the client’s use.
d)
It is updated with each client visit.
5.
What is the BEST first step for a beauty professional to take toward helping a client to make choices that reflect a personal sense of style?
a)
speaking with the client
b)
consulting with the manager
c)
doing a little research
d)
creating a “client template”
6.
The discussion with the client that determines the client’s needs and how to achieve the desired results is the ______.
a)
service record
b)
client intake
c)
total look concept
d)
client consultation
7.
Treatment brochures are MOST often ______.
a)
created by beauty professionals
b)
designed by business owners
c)
provided by manufacturers
d)
kept on hand in case of emergency
8.
Which of the following is MOST important regarding your workspace?
a)
It should have as many samples of products in it as possible.
b)
It should be clean and uncluttered.
c)
It should be adorned with personal items that tell a lot about you.
d)
It should have lots of family pictures for the client to admire.
9.
What is the FIRST step in the 10-step consultation method?
a)
Analyze the client’s characteristics.
b)
Discover and rate the client’s preferences.
c)
Perform a needs assessment.
d)
Review the intake form.
10.
What is reflective listening?
a)
pretending to listen to the client while actually beginning to concentrate on their service
b)
listening to the client and then repeating, in your own words, what you think the client is telling you
c)
having your assistants listen to the client and then asking them to tell you what the client said
d)
trying to remember what clients requested without actually having to ask them to repeat it
11.
When speaking with an unhappy client about a scheduling mix-up, it is important to ______.
a)
stay detached
b)
get emotional
c)
be very firm
d)
assume the blame
12.
Once in a while, you will inevitably encounter a dissatisfied client. Remember the ultimate goal:
a)
Your expertise must shine.
b)
Always be upselling.
c)
Make the client happy.
d)
Refuse to accept any blame.
13.
As a beauty professional, which of the following is TRUE of the clients you are most likely to attract?
a)
They will often be tardy to their appointments.
b)
They will not necessarily be the same age as you.
c)
They will have an opposite style to yours.
d)
They will have similar tastes as yours.
14.
Which of the following is NOT something beauty professionals should do as they interact and communicate with coworkers?
a)
Treat everyone with respect.
b)
Avoid gossip.
c)
Remain neutral.
d)
Be willing to share their private life.
15.
Which of the following is NOT one of the important guidelines for interacting and communicating with your manager?
a)
Ignore constructive criticism.
b)
Be a problem solver.
c)
Get your facts straight.
d)
Be open and honest.
16.
When is it appropriate to go to your manager with a complaint about a coworker?
a)
always
b)
never
c)
after you have tried everything to handle the problem yourself
d)
anytime a coworker has done something to upset you
17.
Which of the following should you NOT do at your employee evaluation?
a)
Approach your manager cautiously and shyly.
b)
Ask when you can take on more services.
c)
Ask when your pay scale might be increased.
d)
Ask when you might be considered for promotion.
18.
What should you NOT do at the end of your employee evaluation meeting?
a)
Thank your manager for taking the time to do the evaluation.
b)
Thank your manager for the feedback.
c)
Thank your manager for the guidance.
d)
Keep your self-evaluation to yourself.
100 %
