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Milady Chapter 4: Communicating for Success Flashcards | StudBud
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Milady Chapter 4: Communicating for Success
Milady Chapter 4: Communicating for Success
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Marketti #cosmetology #Milady #Chapter4 #CommunicatingforSuccess
Flashcards
37 cards
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Questions
37
Answers
1
____ is key to operating effectively in many industries.
The ability to master every technique
The ability to understand people
Changing who you are for each individual client
The ability to make money
2
New clients should fill out a consultation card/health history form also called client _____.
financial statement
intake form
personal history
liability assessment
3
The _____ is the client’s permanent record of services recieved/products used during services
client intake form
client progress report
client medical history
service record card
4
Communicating with a salon manager, you should be open, honest, have correct information &:
take criticism without a defense
be willing to compromise
point out other's
attempt to problem-solve
5
Client who prefers simple/sophisticated clothing/monochromatic colors may best be described as
trendy
classic
modern
edgy
6
In cosmetology, _____ is the cornerstone of success
technique
management skills
customer service
networking
7
One important golden rule for successful communication in the beauty industry is to:
speak softly
be overtly aggressive
be aware of body language/non-verbal communication.
use casual grammar/slang
8
When is it appropriate to argue with a client?
when they are late
when you are correct
when they are dissatisfied
absolutely never
9
Wearing a ___ is the first thing we should do when greeting a new guest.
apron
smock
PPE
smile
10
A fundamental factor in human relations involves a person’s sense of
Security
Color
Style
Fear
11
The most opportune time to discuss an increase in pay scale and future advancement is:
during an employee evaluation
via e-mail
in between clients
at the end of the day
12
An important practical step that promotes effective communication is to _____.
use nonverbal signals
explain procedures in as much detail as possible
talk less and listen more
have a written trail of records
13
When should a client consultation be performed?
A part of each salon visit and service
Before the service at the front desk
Whenever the client asks for it
After each salon visit and service
14
When there is a disagreement in the salon, it's important to remain respectful, objective, &:
informative
a part of the conversation
neutral
vocal towards management
15
When making recommendations to clients regarding style/color focus on hair type, face shape &
Complexity of technique
Lifestyle
Body Type
Personal opinions
16
Photos of stylist’s work that used during consultation to assist making decisions about service
Professional portfolio
Fashion magazine
Swatch book
Trade show brochure
17
Most older clients don't like:
using slang words.
conversations about your love life.
chewing gum.
conversations about their hair care needs.
18
When handling a scheduling mix-up with a client, it is recommended that you _____.
cancel the appointment
never argue and always be polite
avoid discussing the issue
have a third-party weigh in
19
the communication with client/helps you to know the client’s needs & how to achieve results?
Personal assessment
Client consultation
Intake interview
Scheduling call
20
The consultation should be scheduled for:
1-3 minutes
5-15 minutes
beginner stylists
25-30 minutes
21
Beginning with a firm understanding of _____ is the best way to understand others.
Stereotypes
Yourself
Technical Skills
Psychology 101
22
Which relationship has a vested interest in the success of the stylist?
Salon Manager
None of These
Product Distributor
Client
23
The act of successfully sharing information between 2 people/groups of people, is known as ____
effective communication
mutual respect
reflective listening
mirroring
24
When greeting an older client for the first time, it is suggested to:
call them by the honorific ( Mrs. Crouch).
call them client.
ask how they would like to be addressed.
call them by their first name.
25
If/When a client reveals increasingly personal details it is recommended to:
suggest a relaxation service (conditioning service, massage)
excuse yourself; return and change the subject
change the subject back to hair/skin/nails
listen carefully, take notes, & give advice
26
Which tool allows the client to see YOUR abilities as a designer?
personal portfoli
a magazine
Google
letter of recommendation
27
Listening to the client & repeating in own words, or mirroring what the client is telling you:
reflective listening
attentive feedback
question and answer
productive communication
28
Which consultation step involves focusing on maintenance & lifestyle limitations of the client
Review the Intake Form
Review the Consultation
Discuss Upkeep and Maintenance
Hair Analysis
29
Scheduling a client that is __ late; at the end of the day or ask to arrive earlier than appt.
never
rarely
habitually
occasionally
30
The __ concept is when you help a client select a hairstyle that reflects body type & lifestyle
total look
standard
makeover
fleeky
31
Which step of the consultation should you suggest products according to hair analysis?
Determine the client’s preferences
Show and tell.
Review the client’s lifestyle
Analyze the client’s hair
32
Maintaining appropriate client relationship means we don't fulfill the role of:
counselor
parental sounding board
therapist
professional
33
The client consultation is also know as the
Sales pitch
Intake interview
Personal encounter
Needs assessment
34
What is the first step in the 10-Step Consultation method?
Discuss maintenance
Analyze the client’s hair
Show and tell.
Review the intake form
35
Using _____ is one way to eliminate confusion and eliminate the possibility of a color mistake.
swatches to show exactly what color their hair will be
terms like short, long, or red
photos (worth 1000 words) & descriptive terms
models
36
What is one of the first steps you should take when a client is dissatisfied with a service?
Downplay the issue
Cancel future appointments
Defend your point of view
Ask for specifics
37
Effective human relation and _____ skills build lasting client relationships.
technical
organizational
marketing
communication
