Chapter 3 Communicating for Success EXAM

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?

Agree to keep Hannah’s appointment and politely remind her of the late policy.

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?

He shouldn’t have had the beauty pros wait until after the first service to conduct client consultations.

______ is the FIRST step in making meaningful on the job communication a reality.

Behaving in a professional manner

When reflective listening, it is important to ______.

not interrupt while the client is speaking

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 collection of online before/after images from his colleagues

Once in a while, you will inevitably encounter a dissatisfied client. Remember the ultimate goal:

Make the client happy.

Treatment brochures are MOST often ______.

provided by manufacturers

Why is it important to take your temperature as part of effectively communicating in the workplace?

Because if you are tired or upset, your interactions with clients might be affected.

What is the FIRST step in the 10-step consultation method?

Review the intake form.

What is reflective listening?

listening to the client and then repeating, in your own words, what you think the client is telling you

Which of the following is NOT something beauty professionals should do as they interact and communicate with coworkers?

Be willing to share their private life.

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?

She is reacting instead of responding.

As a beauty professional, which of the following is TRUE of the clients you are most likely to attract?

They will not necessarily be the same age as you.

Miranda’s instructor has told her that to be an effective beauty pro, she must project a professional demeanor, wear a smile every day, be aware of her body language, remember that listening is the best relationship builder, speak clearly and loudly, and use correct English. Which of the following is Miranda’s instructor attempting to get her to follow?

the golden rules of communication

Which of the following is NOT one of the important guidelines for interacting and communicating with your manager?

Ignore constructive criticism.

Which of the following should you do as your employee evaluation draws near?

Perform a self-evaluation.

The discussion with the client that determines the client’s needs and how to achieve the desired results is the ______.

client consultation

Which of the following should you NOT do at your employee evaluation?

Approach your manager cautiously and shyly.

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.

15 minutes

Harriet is attempting to deal with a client who is unhappy after her service. Which of the following should Harriet AVOID in this situation?

insisting that, despite what the client thinks, the service was exceptional

Beauty professionals should study and have a thorough understanding of communicating for success for all of the following reasons EXCEPT:

Good communication skills, although increasing workplace conflict, better prepare workers to deal with it.

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?

Because in the field of beauty and wellness, customer service is the cornerstone of success.

When Gilbert asked his instructor what she meant when she told him to regularly “take his own temperature” when it comes to trying to communicate effectively on the job, what was most likely her response?

Be aware of how tired or upset you might be about something else before interacting with any clients.

When should the client intake form be started?

the moment a new client calls to make an appointment

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?

the client consultation

Why does a client who is overly late for an appointment or habitually late for appointments cause problems?

Because beauty professionals depend on appointments and scheduling to maximize work hours.

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?

Always schedule Judith for the last appointment of the day.

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?

not welcoming constructive criticism

When should you try to upsell services?

When should you try to upsell services?

Which of the following is NOT one of the practical steps for effectively communicating in the workplace?

React instead of responding.

When should a client consultation be performed?

at part of every single service

Which of the following would be the LEAST appropriate response to a client who starts gossiping?

Quietly join in the gossiping.

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?

to talk more and listen less

Not crossing your arms when listening to clients or team members is an example of ______.

being aware of your body language

As Eliot is escorting his new client, Gilbert, to his station, he is 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?

freshly cleaned and uncluttered

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?

Share your private life with them.

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?

She should not keep appointments for very tardy clients at the expense of subsequent clients.

Which of the following is NOT true of the service record card?

It is intended for the client’s use.

Participate proactively in your career and in your success by ______.

communicating your desires and interests

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 for nearly all of the 15 years, 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?

Olivia’s taking things very personally

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?

doing a little research

When is it appropriate to go to your manager with a complaint about a colleague?

after you have tried everything to handle the problem yourself

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?

Good communication skills completely eliminate any potential workplace conflict.

When you ______, you trust your judgment, uphold your values, and stick to what you believe is right.

believe in yourself

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?

Perform a needs assessment.

Which of the following is MOST important regarding your workspace?

It should be clean and uncluttered.

What should you NOT do at the end of your employee evaluation meeting?

Keep your self-evaluation to yourself.

When speaking with an unhappy client about a scheduling mix-up, it is important to ______.

stay detached

Which of the following should be done to try to resolve an unhappy client problem?

Find out why the client is unhappy.

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?

communicating effectively

What should you do if clients arrive late and you have the time to take the appointment without jeopardizing other appointments?

Politely advise the clients of the late policy.

Which of the following is most often NOT true of much older clients?

They prefer personal over professional conversation.

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?

asking her manager to skip the guidance portion of the evaluation