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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
38 cards
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Questions
38
Answers
1
Beginning with a firm understanding of _____ is the best way to understand others.
Technical Skills
Psychology 101
Yourself
Stereotypes
2
If/When a client reveals increasingly personal details it is recommended to:
excuse yourself; return and change the subject
suggest a relaxation service (conditioning service, massage)
change the subject back to hair/skin/nails
listen carefully, take notes, & give advice
3
Which relationship has a vested interest in the success of the stylist?
Salon Manager
Product Distributor
None of These
Client
4
When greeting an older client for the first time, it is suggested to:
call them client.
ask how they would like to be addressed.
call them by their first name.
call them by the honorific ( Mrs. Crouch).
5
The act of successfully sharing information between 2 people/groups of people, is known as ____
effective communication
mutual respect
mirroring
reflective listening
6
When there is a disagreement in the salon, it's important to remain respectful, objective, &:
neutral
informative
a part of the conversation
vocal towards management
7
What is the first step in the 10-Step Consultation method?
Show and tell.
Review the intake form
Discuss maintenance
Analyze the client’s hair
8
Maintaining appropriate client relationship means we don't fulfill the role of:
counselor
parental sounding board
professional
therapist
9
The __ concept is when you help a client select a hairstyle that reflects body type & lifestyle
fleeky
makeover
total look
standard
10
the communication with client/helps you to know the client’s needs & how to achieve results?
Personal assessment
Client consultation
Scheduling call
Intake interview
11
New clients should fill out a consultation card/health history form also called client _____.
liability assessment
intake form
personal history
financial statement
12
When should a client consultation be performed?
Before the service at the front desk
After each salon visit and service
A part of each salon visit and service
Whenever the client asks for it
13
Which tool allows the client to see YOUR abilities as a designer?
Google
a magazine
letter of recommendation
personal portfoli
14
When making recommendations to clients regarding style/color focus on hair type, face shape &
Personal opinions
Lifestyle
Body Type
Complexity of technique
15
____ is key to operating effectively in many industries.
The ability to master every technique
Changing who you are for each individual client
The ability to understand people
The ability to make money
16
Using _____ is one way to eliminate confusion and eliminate the possibility of a color mistake.
photos (worth 1000 words) & descriptive terms
swatches to show exactly what color their hair will be
models
terms like short, long, or red
17
Wearing a ___ is the first thing we should do when greeting a new guest.
smile
PPE
smock
apron
18
Most older clients don't like:
conversations about their hair care needs.
chewing gum.
conversations about your love life.
using slang words.
19
Communicating with a salon manager, you should be open, honest, have correct information &:
be willing to compromise
take criticism without a defense
attempt to problem-solve
point out other's
20
The client consultation is also know as the
Needs assessment
Personal encounter
Sales pitch
Intake interview
21
Client who prefers simple/sophisticated clothing/monochromatic colors may best be described as
trendy
modern
classic
edgy
22
Photos of stylist’s work that used during consultation to assist making decisions about service
Trade show brochure
Swatch book
Professional portfolio
Fashion magazine
23
We Should have a princess lunch🤪
False
True
24
Listening to the client & repeating in own words, or mirroring what the client is telling you:
reflective listening
attentive feedback
productive communication
question and answer
25
An important practical step that promotes effective communication is to _____.
explain procedures in as much detail as possible
use nonverbal signals
have a written trail of records
talk less and listen more
26
The consultation should be scheduled for:
1-3 minutes
5-15 minutes
25-30 minutes
beginner stylists
27
Which consultation step involves focusing on maintenance & lifestyle limitations of the client
Discuss Upkeep and Maintenance
Hair Analysis
Review the Consultation
Review the Intake Form
28
One important golden rule for successful communication in the beauty industry is to:
be overtly aggressive
be aware of body language/non-verbal communication.
speak softly
use casual grammar/slang
29
Scheduling a client that is __ late; at the end of the day or ask to arrive earlier than appt.
rarely
habitually
occasionally
never
30
The _____ is the client’s permanent record of services recieved/products used during services
client medical history
service record card
client intake form
client progress report
31
Effective human relation and _____ skills build lasting client relationships.
marketing
communication
technical
organizational
32
When handling a scheduling mix-up with a client, it is recommended that you _____.
have a third-party weigh in
never argue and always be polite
avoid discussing the issue
cancel the appointment
33
A fundamental factor in human relations involves a person’s sense of
Security
Color
Fear
Style
34
What is one of the first steps you should take when a client is dissatisfied with a service?
Ask for specifics
Defend your point of view
Downplay the issue
Cancel future appointments
35
When is it appropriate to argue with a client?
when they are late
when you are correct
when they are dissatisfied
absolutely never
36
The most opportune time to discuss an increase in pay scale and future advancement is:
in between clients
via e-mail
at the end of the day
during an employee evaluation
37
Which step of the consultation should you suggest products according to hair analysis?
Determine the client’s preferences
Review the client’s lifestyle
Show and tell.
Analyze the client’s hair
38
In cosmetology, _____ is the cornerstone of success
customer service
management skills
networking
technique
