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Communicating for Success
Chapter 4
25
Cosmetology
Professional
08/15/2011

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Term
communication
Definition
Transmitting information through symbols, gestures, or behaviors is called:
Term
meditation
Definition
When you communicate, you engage in all the following processes except:
Term
clarification
Definition
An important firt step in communicating with your client is:
Term
reflective listening
Definition
Repeating back tot he client in your own words what you think she is telling you is called:
Term
cliet consultation
Definition
To determine the results your client is looking for, set aside time at the beginning of each appointment for a:
Term
styling books
Definition
During the client consultation, be prepaired with certain items, including:
Term
a classic style
Definition
A person who prefers elegant, sophisticated clothing is categorized as having:
Term
a low-maintenance style
Definition
A client with young children who is not working outside the home will most likely choose:
Term
build good client relationships
Definition
Keeping thorough, accurate consultation cards for your clients helps:
Term
allow extra time for a consultation
Definition
When scheduling a new client:
Term
hair color swatches
Definition
Idealls, a special space should be set up for a consultation area and equipped with:
Term
ask how often and with what products she colors
Definition
If you learn during the consultation that your client does her own color services at home:
Term
a mirror
Definition
One of the most important aids to use in your consultation is:
Term
recording ti on a consultation card
Definition
The best way to maintain the information gained during a consultation is by:
Term
always having the right answer
Definition
The personal skills that will contribute to your success do not include:
Term
ask them to reschedule
Definition
If your client arrives past the limit for lateness, generally the best policy is to:
Term
get her to pay for the service and return
Definition
The ultimate goal when dealing with an unhappy client is to:
Term
find out specifics
Definition
One of the guidelines for dealing with a dissatisfied client is to:
Term
useful when all else has failed
Definition
Calling on your manager for help with a client is:
Term
build relationships with coworkers
Definition
In addition to developing good personal skills with your clients, it is important to:
Term
sharing personal problems
Definition
Guidelines for personal interaction with your coworkers include all the following except:
Term
cuts down on dissagreement
Definition
Being objective with your coworkers:
Term
keeping the business running smoothly
Definition
One of the responsibilities of the salon manager is:
Term
for help in solving the problem
Definition
When having a problem with a coworker, approach your manager:
Term
do a self-evaluation
Definition
To prepare for an employee evaluation:
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