WorksheetsCommunicating for Success Assessment
Total questions: 53
Worksheet time: 27mins
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.
When you ______, you trust your judgment, uphold your values, and stick to what you believe is right.
a)
are attentive
b)
talk less and listen more
c)
take your temperature
d)
believe in yourself
4.
Why is it important to take your temperature as part of effectively communicating in the workplace?
a)
Because when you do, you trust your judgment.
b)
Because if you are tired or upset, your interactions with clients might be affected.
c)
Because some clients are clear about what they want, but others might not be.
d)
Because when you do, you stick to what you believe is right.
5.
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
6.
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.
7.
When should the client intake form be started?
a)
the moment a new client calls to make an appointment
b)
the moment the new client comes in for the first visit
c)
the moment the new client’s first services are completed
d)
the moment the new client requests a second appointment
8.
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”
9.
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
10.
When should a client consultation be performed?
a)
only during the initial client appointment call
b)
only during the initial client visit
c)
only for the first few client visits
d)
at part of every single service
11.
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
12.
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.
13.
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.
14.
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
15.
When reflective listening, it is important to ______.
a)
try to prevent the client from saying too much
b)
focus on other things while the client is speaking
c)
not interrupt while the client is speaking
d)
steer the client into choices you think are best
16.
When should you try to upsell services?
a)
always
b)
when working with a new client with whom you are not familiar
c)
when a client absolutely does not want to talk about adding on other services
d)
never
17.
Why does a client who is overly late for an appointment or habitually late for appointments cause problems?
a)
Because clients who cannot arrive on time do not deserve the services of a beauty professional.
b)
Because beauty professionals must be strict and rigid in all of their business practices.
c)
Because clients must show their loyalty to beauty professionals with their every action.
d)
Because beauty professionals depend on appointments and scheduling to maximize work hours.
18.
What should you do if clients arrive late and you have the time to take the appointment without jeopardizing other appointments?
a)
Politely tell the clients you can no longer accept their business.
b)
Ask the clients to reschedule anyhow.
c)
Politely advise the clients of the late policy.
d)
Provide the clients with services without mentioning their tardiness.
19.
Many establishments set a limit on the amount of time they allow clients to be late before requiring them to reschedule. Generally, if clients are more than ______ late, they should be asked to reschedule.
a)
5 minutes
b)
15 minutes
c)
30 minutes
d)
1 hour
20.
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
21.
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.
22.
Which of the following should be done to try to resolve an unhappy client problem?
a)
Tell the client it cannot be fixed, even if you think it can.
b)
Find out why the client is unhappy.
c)
Strongly assert your opinion.
d)
Politely but firmly argue your points.
23.
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.
24.
Which of the following is most often NOT true of older clients?
a)
They like to hear please and thank you.
b)
They do not like gum chewing.
c)
They prefer personal over professional conversation.
d)
They can be sensitive to verbiage about aging.
25.
Which of the following would be the LEAST appropriate response to a client who starts gossiping?
a)
Change the subject.
b)
Start talking about the service you’re doing.
c)
Give a quick tip for treatment and home care.
d)
Quietly join in the gossiping.
26.
______ is the FIRST step in making meaningful on the job communication a reality.
a)
Being honest and sensitive
b)
Remaining objective
c)
Treating everyone with respect
d)
Behaving in a professional manner
27.
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.
28.
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.
29.
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
30.
Which of the following should you do as your employee evaluation draws near?
a)
Dramatically improve your behavior.
b)
Perform a self-evaluation.
c)
Try to delay the evaluation.
d)
Try not to take the evaluation too seriously.
31.
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.
32.
Participate proactively in your career and in your success by ______.
a)
not thinking too much about either one
b)
avoiding self-evaluation
c)
approaching the evaluation pessimistically
d)
communicating your desires and interests
33.
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.
34.
Zoey is studying for a career in beauty and wellness. Which of the following will be the basis of all long-lasting relationships with Zoey’s clients and coworkers?
a)
upselling productively
b)
styling expertly
c)
marketing skillfully
d)
communicating effectively
35.
Devon is a student studying for a career in beauty and wellness. Why will the ability to understand people be especially important in the field that Devon has chosen?
a)
Because the field of beauty and wellness is the only one in which understanding people is important.
b)
Because in the field of beauty and wellness, customer service is the cornerstone of success.
c)
Because the ability to understand people guarantees profitability in the field of beauty and wellness.
d)
Because in order to properly upsell beauty and wellness clients, they must be understood.
36.
Martha’s instructor has told her that she should take practical steps for effectively communicating in the workplace. Which of the following is LEAST likely to be one of the steps Martha’s instructor mentioned?
a)
to believe in herself
b)
to respond instead of reacting
c)
to be attentive
d)
to talk more and listen less
37.
When Parker asked their instructor what she meant when she told them to regularly “take their own temperature” when it comes to trying to communicate effectively on the job, what was most likely her response?
a)
When you are a good listener, you are fully focused on what other people are saying.
b)
Trust your judgment and uphold your values so that you stick to what you believe is right.
c)
Be aware of how tired or upset you might be about something else before interacting with any clients.
d)
What usually calms down difficult clients is complete and consistent agreement with them.
38.
Peter’s instructor has told him that to be an effective beauty pro, he must project a professional demeanor, wear a smile every day, be aware of his body language, remember that listening is the best relationship builder, speak clearly and loudly, and use correct English. Which of the following is Peter’s instructor attempting to get him to follow?
a)
client-intake practices
b)
the golden rules of communication
c)
the total look concept
d)
the 10-step consultation method
39.
Kallie has just had a long conversation with her new client, Amanda. Kallie’s goal during this initial meeting was to ascertain Amanda’s needs and how to achieve her desired results. In which of the following did Kallie just participate?
a)
show and tell
b)
the golden rules of communication
c)
the client consultation
d)
the total look concept
40.
Joanna, a new client of Harvey’s, has just asked Harvey if she can see some examples of her requested service from his previous clients. What should Harvey have prepared before the consultation to meet Joanna’s request?
a)
a collection of online before/after images from his colleagues
b)
a portfolio of his work
c)
tea or coffee
d)
a menu of services with prices
41.
As Eliot is escorting their new client, Gilbert, to his station, they are relieved to see that it is just how it should be according to the recommendations of both his instructors from school and the shop’s manager. Which of the following MOST LIKELY describes how Eliot’s workstation looks?
a)
cluttered with strategically chosen products according to Gilbert’s profile
b)
freshly cleaned and uncluttered
c)
filled with more expensive products than Gilbert had spoken about so that Eliot can upsell
d)
carefully arranged with personal items so that Gilbert can get an idea of Eliot’s personality
42.
Kendra’s instructor has told the class repeatedly that, in her opinion, the most important step of the 10-step consultation method is the second step. Which of the following is the most important step of this method, according to Kendra’s instructor?
a)
Review the intake form.
b)
Perform a needs assessment.
c)
Discover and rate the client’s preferences.
d)
Analyze the client’s characteristics.
43.
Kevin has noticed that his most loyal client, Judith, is regularly 20 to 25 minutes late for her prescheduled midmorning appointments. When this happens, it throws off the rest of Kevin’s day of appointments, often upsetting his other clients. Although he has politely mentioned to Judith the affect that her tardiness inevitably causes on his schedule, she continues to be reliably tardy. Which of the following would be Kevin’s BEST option?
a)
Tell Judith he cannot continue to provide services to her.
b)
Always schedule Judith for the last appointment of the day.
c)
Keep asking Judith to arrive on time.
d)
Do nothing, and hope for the best.
44.
It is 12:20 in the afternoon, and Javier’s client Hannah has just arrived 20 minutes late for her appointment. Javier will need exactly 1 hour with Hannah, and his next appointment is at 2:00 PM. What should Javier do?
a)
Refuse to keep Hannah’s appointment and politely tell her that she must reschedule.
b)
Refuse to keep Hannah’s appointment and politely tell her that she can no longer be his client.
c)
Agree to keep Hannah’s appointment and politely remind her of the late policy.
d)
Agree to keep Hannah’s appointment and not bring up the fact that she was late.
45.
Harriet is attempting to deal with a client who is unhappy after her service. Which of the following should Harriet AVOID in this situation?
a)
trying to find out why the client is unhappy
b)
if the problem can be fixed, doing so immediately
c)
insisting that, despite what the client thinks, the service was exceptional
d)
if the problem cannot be fixed, honestly explaining why
46.
Larissa has been told by her manager to keep several points in mind when interacting and communicating with coworkers. Which of the following did Larissa’s manager most likely NOT tell her to do as part of her efforts to do so effectively?
a)
Treat everyone with respect.
b)
Remain objective.
c)
Be honest and sensitive.
d)
Share your private life with them.
47.
Jovan is nervous about his first day of work. He hopes to remember all that he learned in classes and training, especially in interactions with his manager. Which of the following should Jovan AVOID when communicating with his manager?
a)
being a problem solver
b)
getting his facts straight
c)
not welcoming constructive criticism
d)
avoiding both gossip and complaining about colleagues
48.
Sheila’s employee evaluation is approaching. Because she knows it will benefit her good standing on the job, she very much wants to interact with her manager in the best possible way during this evaluation. Which of the following should she AVOID doing during this evaluation?
a)
asking her manager when she can take on more services
b)
asking her manager when her pay scale might be increased
c)
asking her manager to skip the guidance portion of the evaluation
d)
asking her manager when she might be considered for a promotion
49.
Stephanie wants to become a better communicator at work. She feels as though her poor communication skills have led to numerous clients abandoning her as their beauty pro and her business as their place to go for beauty and styling services. You are Stephanie’s close friend. Which of the following pieces of advice would LEAST help Stephanie in her quest toward better communication skills and practice?
a)
Good communication skills completely eliminate any potential workplace conflict.
b)
Communicating effectively is the basis of all long-lasting relationships with clients.
c)
Effective communication fosters a positive team environment.
d)
Effectively expressing ideas is a necessary skill for career advancement.
50.
Brooke started work at her current establishment three weeks ago. In that time, she has noticed that much of the staff avoids conversations with her, and some even turn and walk the other way when they see her coming. She’s not sure why this is. Since she started working there, she has always been sure to stick up for herself whenever she feels disrespected, even going so far as to take an “eye for an eye” mentality into interactions with coworkers. What is Brooke doing wrong?
a)
She is talking less and listening more.
b)
She is reacting instead of responding.
c)
She is not believing in herself.
d)
She is not being attentive.
51.
Quinton opened his own business six months ago. In all of his training sessions with new employees, Quinton is sure to instruct them to perform client consultations with every single new client. He makes sure that all beauty pros perform an in-depth client consultation with clients immediately following their first service. In doing so, the professionals are to prepare by having on hand a variety of styling books, pamphlets, brochures, and a portfolio of their work. Where does Quinton go wrong in his training?
a)
He shouldn’t have had the beauty pros prepare for the client consultation by having styling books on hand.
b)
He shouldn’t have had the beauty pros prepare for the client consultation by having swatch books on hand.
c)
He shouldn’t have had the beauty pros wait until after the first service to conduct client consultations.
d)
He shouldn’t have had the beauty pros conduct client consultations with every single new client.
52.
Abigail’s policy as a beauty pro is to allow her clients to be no more than 15 minutes late before they are required to reschedule. She does, however, build in a bit of extra time in between clients to allow for someone who is less than 15 minutes late. When this does happen, she keeps the appointment and politely reminds the client of her late policy. When clients are more than 15 minutes late, she also usually keeps the appointment and simply reschedules the subsequent clients with her apologies. Where is Abigail going wrong?
a)
Her 15-minute policy should really be a 5-minute policy.
b)
She should not build in any extra time to allow for slightly tardy clients.
c)
She should not mention her late policy when clients show up tardy.
d)
She should not keep appointments for very tardy clients at the expense of subsequent clients.
53.
Olivia has worked at the same place for nearly 15 years. In all of that time, she has never once had a negative run-in with a manager or coworker. Gretta, Olivia’s coworker, finds it hard to believe Olivia has managed to avoid negative interactions with any of the other professionals. In Gretta’s opinion, Olivia too often remains neutral, completely avoids joining in on good gossip, keeps her private life very private, and always takes everything very personally. Which of Gretta’s observances of Olivia is the one that actually should be avoided in order to effectively and peacefully interact with coworkers?
a)
Olivia’s insistence on remaining neutral
b)
Olivia’s avoidance of good gossip
c)
Olivia’s private life being kept private
d)
Olivia’s taking things very personally
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