Sr. Ch. 4 Test Review

In cosmetology, _____ is the cornerstone of success.

• customer service

• education and training

• management skills

• Networking

Your older clients may not like gum chewing, slang, or the use of yeah instead of yes. Awareness of these _____ will help you remain professional with all clientele.

• generational differences

• cultural biases

• social protocols

• outdated practices

A client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns may best be described as having a(n) _____ style.

• modern

• old-fashioned

• classic

• Clean

Listening to the client and then repeating, in your own words, what you think the client is telling you is known as _____.

• productive communication

• question and answer

• attentive feedback

• reflective listening

What is the first step in the 10-Step Consultation method?

• Analyze the client’s hair.

• Review the intake form.

• Show and tell.

• Discuss maintenance.

What verbal communication with a client assists in determining the client’s needs and how to achieve the desired results?

• Client consultation

• Intake interview

• Show and tell.

• Personal assessment

Effective human relations and _____ skills build lasting client relationships, accelerate professional growth, and promote a positive work environment.

• marketing

• organizational

• communication

• Technical

What is a collection of photos and images of a stylist’s work that she or he can use during the consultation to assist a client in making decisions about style and color?

• Fashion magazine

• Trade show brochure

• Professional portfolio

• Swatch book

During which step of the consultation should you ask the client what at-home products she or he uses?

• Determine the client’s preferences.

• Show and tell.

• Analyze the client’s hair.

• Review the client’s lifestyle.

What is one of the first steps you should take when a client is dissatisfied with a service?

• Downplay the issue.

• Defend your point of view.

• Ask for specifics.

• Cancel future appointments.