Milady Chapter 4 Flashcards

Which of the following are the three things that effective communication skills will help?

You think you understand what people want, but you cannot always satisfy their __/.

Once you get to know your clients really well, you will always be able to understand what they want.

The key to operating effectively in many professions is to _________ ________.

The best way to understand others is to begin with a firm understanding of ________.

What are good relationships built on?

What emotions do you feel when you are secure?

How can you help people feel secure?

5 ways to handle ups and downs of human relations: 1. respond instead of _______.

_______ in yourself.

_______ less, _______ more.

Be ________.

Take your own _______.

What is a strategy for dealing with an aggressive client?

The deciding factor in whether a relationship is going to be rewarding or demoralizing is how much the other party is willing to give.

List the 11 golden rules of effective human relations.

What is effective communication?

Besides communicating with words, how else do people communicate?

What is one of the more important communication encounters you will have with a client?

How should you act the first time you meet a client?

5 steps to earn trust and loyalty: 1. Approach client with a ______.

An intake form completed by every new client is also called what?

In some cosmetology schools, the consultation card may be accompanied by a _____________ statement.

How long before a new client should arrive to fill out consultation cards?

What is the purpose of a client consultation?

The client consultation is the single most important part of any service.

How often should a client consultation be performed?

A happy client means __________ for you and the salon.

How can you ensure your time is well spent during the client consultation?

What tools should you prepare for use in the client consultation?

What should you do if an older client requests a hairstyle that is currently popular among teens?

One key to a successful client consultation is making sure the client is _________ during the process.

What is the 10-step consultation method?

Before making a recommendation to a client about a particular look or style, you must obtain the client's ________ to do so.

Examples of a client's styling parameters?

What is reflective listening?

Why is it important to offer at least 2 additional services to complete or improve a style?

What are the three steps for retail recommendations?

At the end of a client needs assessment, you should not begin the service until the client _______ with your plan for proceeding.

What information should you record on the consultation card?

Why are tardy clients a problem?

List ways to handle tardy clients in order not to lose business or ruin your day's schedule.

Which term is generally used for clients in different types of salons?

What should you do when a salon mix-up occurs?

A key to resolving a scheduling mix-up is to stay _______ and not make the situation personal.

Once you master all your hairstyling skills, you will never have an unhappy client.

Which are appropriate ways to deal with an unhappy client?

Successful stylists only work with clients who share their own age, style, and social background.

What is the best way to address new clients?

You do not need to follow the same basic rules of professionalism when dealing with younger clients.

Why should you avoid slang?

What should you do if a younger client uses slang you are unfamiliar with?

It is unwise to become a client's counselor, career guide, parental sounding board, or motivational coach.

Which are neutral appropriate topics?

Behaving in a ____________ manner is the first step in making meaningful, in-salon communication possible.

Maintain ___________ and remember the salon is ultimately the place where you ________.

What are the guidelines for communicating with fellow staffers?

What does it help to remember about a manager?

If you disagree with rules in the salon, it is okay to confide in your clients.

What are things to strive for when dealing with a manager?

What kind of salons conduct frequent employee evaluations?

Is it acceptable to ask to see the criteria on which you are to be evaluated?

Should you rate yourself in the weeks and months prior to evaluation?

Why do many professionals never see the evaluation as an opportunity to discuss future advancements?

What should you do at the end of the meeting?