Multiple Choice
Identify the
choice that best completes the statement or answers the question.
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1.
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The ability to understand people is key to operating effectively and central to
success and:
a. | talking loudly | c. | listening | b. | customer service | d. | fashion service |
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2.
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Good relationships are built on mutual respect and:
a. | skepticism | c. | understanding | b. | fear | d. | confidence |
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3.
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An important aspect of human relations and reflective listening is to:
a. | talk more, listen less | c. | interrupt often | b. | avoid eye contact | d. | talk less, listen
more |
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4.
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The act of effectively sharing information between two people, or groups of
people, is known as:
a. | listening | c. | speaking | b. | language | d. | communication |
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5.
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When servicing a client for the first time, a visual tool to showcase your
technical skills is a:
a. | portfolio of your work | c. | sales pitch | b. | letter of recommendation | d. | style book |
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6.
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The single most important part of any service that should always be completed
before any service is undertaken is the:
a. | client consultation | c. | sales pitch | b. | initial greeting | d. | friendly
conversation |
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7.
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After the consultation and service, client formulations and specific techniques
should be recorded on the:
a. | client request form | c. | sales receipt | b. | intake form | d. | sales invoice |
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8.
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Listening to the client and then repeating in your own words what the client is
telling you is known as:
a. | valid information | c. | reflective listening | b. | casual conversation | d. | repeating
information |
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9.
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Counseling clients on salon maintenance, limitations, and home maintenance
commitments needed to keep the best look is called:
a. | preparation | c. | indifference | b. | criticism | d. | upkeep |
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10.
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During the consultation process, to reiterate everything discussed to the client
means to:
a. | apply pressure to the client | b. | repeat in measured, precise
terms | c. | repeat in rapid, intense terms | d. | ignore personal
conversation |
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11.
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When handling a schedule conflict with a client, it is recommended to:
a. | cover up the issue | c. | never argue and be polite | b. | argue with the
client | d. | cancel the
appointment |
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12.
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When dealing with difficult or unhappy clients, the best approach to use is to
be:
a. | aloof and disinterested | c. | honest and
tactful | b. | very argumentative | d. | opinionated and rude |
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13.
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When handling a conflict or problem with a coworker, it is best resolved:
a. | directly and privately | c. | by covering up issues | b. | publicly and
openly | d. | by gossiping with
others |
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14.
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As an employee, the correct time to discuss your performance, desires, and
progress is during the:
a. | lunch hour | c. | employee breaks | b. | staff meeting | d. | employee
evaluation |
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