Principles and Practises of Hairdressing

Which one of the following best describes why the client’s needs should be identified

• To promote the most expensive products.
•  To maintain an efficient service.
• a.  To be able to advise on the cheapest service.
• a.  To be able to give the most suitable advice.

Which one of the following does not portray a good personal professional image?

• a.  Wearing hair in a style to reflect the industry. 
• a.  Maintaining a clean and smart appearance. 
• a.  Wearing excessive amount of jewellery. 
• a.  Maintaining a pleasant and helpful attitude.

If a client has a blank look on their face, they may be

• confused
• angry
• happy
• sad.

Why is it important to communicate effectively?

• To ensure that accurate information is given and received.
• To maintain a professional service.
• Impress clients on own communication skills
• Carry out a quick service and cover more clients. 

What are the possible consequences of a breach in client confidentiality?

• Improved business with larger client base.
• Loss of business and potential legal action.
• Employees given time off due to legal action.
• Accurate information passed on, no action will be taken.

What techniques are used to show listening sensitively and closely to others?

• Use relaxed and casual body language following the main points of others. 
• Record the conversation in case something is missed that needs to be discussed later.
• Use eye contact, respond to comments with verbal and non-verbal means, ask relevant questions.
• Interrupt the conversation of others to show listening and understanding of what is being said.

What of the following would an angry person most likely display? 

• Shouting
• Smiling
• Listening
• No expression.

Which one of the following best describes how to handle an angry client? 

• Don’t get involved with the situation. 
• Stay calm and don’t interrupt whilst they explain their problem.
• Listen to what they have to say and argue the point with them. 
• Remove yourself as quickly as possible from them and call the police.

Clients should always be greeted 

• in a friendly manner
• by a professional hand shake
• at the door of the salon
• by their first name.

Which one of the following body language signs suggests confusion?

• Nodding the head.
• Shrugged shoulders.
• Arms folded across the chest.
• Raising a clenched fist.