Foundations Test Bank Ch 3

Beauty professionals should study and have a thorough understanding of communicating for success for all of
the following reasons EXCEPT:

Which of the following is NOT one of the practical steps for effectively communicating in the workplace?

When you ______, you trust your judgment, uphold your values, and stick to what you believe is right.

Why is it important to take your temperature as part of effectively communicating in the workplace?

Not crossing your arms when listening to clients or team members is an example of ______.

Which of the following is NOT true of the service record card?

When should the client intake form be started?

What is the BEST first step for a beauty professional to take toward helping a client to make choices that
reflect a personal sense of style?

The discussion with the client that determines the client’s needs and how to achieve the desired results is the
______.

When should a client consultation be performed?

Treatment brochures are MOST often ______.

Which of the following is MOST important regarding your workspace?

What is the FIRST step in the 10-step consultation method?

What is reflective listening?

When reflective listening, it is important to ______.

When should you try to upsell services?

Why does a client who is overly late for an appointment or habitually late for appointments cause problems?

What should you do if clients arrive late and you have the time to take the appointment without jeopardizing
other appointments?

Many establishments set a limit on the amount of time they allow clients to be late before requiring them to
reschedule. Generally, if clients are more than ______ late, they should be asked to reschedule.

When speaking with an unhappy client about a scheduling mix-up, it is important to ______.

Once in a while, you will inevitably encounter a dissatisfied client. Remember the ultimate goal:

Which of the following should be done to try to resolve an unhappy client problem?

As a beauty professional, which of the following is TRUE of the clients you are most likely to attract?

Which of the following is most often NOT true of much older clients?

Which of the following would be the LEAST appropriate response to a client who starts gossiping?

______ is the FIRST step in making meaningful on the job communication a reality.

Which of the following is NOT something beauty professionals should do as they interact and communicate
with coworkers?

Which of the following is NOT one of the important guidelines for interacting and communicating with your
manager?

When is it appropriate to go to your manager with a complaint about a colleague?

Which of the following should you do as your employee evaluation draws near?

Which of the following should you NOT do at your employee evaluation?

Participate proactively in your career and in your success by ______.

What should you NOT do at the end of your employee evaluation meeting?

Zoey is studying for a career in beauty and wellness. Which of the following will be the basis of all
long-lasting relationships with Zoey’s clients and coworkers?

Devon is a student studying for a career in beauty and wellness. Why will the ability to understand people be
especially important in the field that Devon has chosen?

Martha’s instructor has told her that she should take practical steps for effectively communicating in the
workplace. Which of the following is LEAST likely to be one of the steps Martha’s instructor mentioned?

When Gilbert asked his instructor what she meant when she told him to regularly “take his own temperature”
when it comes to trying to communicate effectively on the job, what was most likely her response?

Miranda’s instructor has told her that to be an effective beauty pro, she must project a professional demeanor,
wear a smile every day, be aware of her body language, remember that listening is the best relationship
builder, speak clearly and loudly, and use correct English. Which of the following is Miranda’s instructor
attempting to get her to follow?

Kallie has just had a long conversation with her new client, Amanda. Kallie’s goal during this initial meeting
was to ascertain Amanda’s needs and how to achieve her desired results. In which of the following did Kallie
just participate?

Joanna, a new client of Harvey’s, has just asked Harvey if she can see some examples of her requested
service from his previous clients. What should Harvey have prepared before the consultation to meet
Joanna’s request?

As Eliot is escorting his new client, Gilbert, to his station, he is relieved to see that it is just how it should be
according to the recommendations of both his instructors from school and the shop’s manager. Which of the
following MOST LIKELY describes how Eliot’s workstation looks?

Kendra’s instructor has told the class repeatedly that, in her opinion, the most important step of the 10-step
consultation method is the second step. Which of the following is the most important step of this method,
according to Kendra’s instructor?

Kevin has noticed that his most loyal client, Judith, is regularly 20 to 25 minutes late for her prescheduled
midmorning appointments. When this happens, it throws off the rest of Kevin’s day of appointments, often
upsetting his other clients. Although he has politely mentioned to Judith the affect that her tardiness
inevitably causes on his schedule, she continues to be reliably tardy. Which of the following would be
Kevin’s BEST option?

It is 12:20 in the afternoon, and Javier’s client Hannah has just arrived 20 minutes late for her appointment.
Javier will need exactly 1 hour with Hannah, and his next appointment is at 2:00 PM. What should Javier do?

Harriet is attempting to deal with a client who is unhappy after her service. Which of the following should
Harriet AVOID in this situation?

Larissa has been told by her manager to keep several points in mind when interacting and communicating
with coworkers. Which of the following did Larissa’s manager most likely NOT tell her to do as part of her
efforts to do so effectively?

Jovan is nervous about his first day of work. He hopes to remember all that he learned in classes and training,
especially in interactions with his manager. Which of the following should Jovan AVOID when
communicating with his manager?

Sheila’s employee evaluation is approaching. Because she knows it will benefit her good standing on the job,
she very much wants to interact with her manager in the best possible way during this evaluation. Which of
the following should she AVOID doing during this evaluation?

Stephanie wants to become a better communicator at work. She feels as though her poor communication
skills have led to numerous clients abandoning her as their beauty pro and her business as their place to go
for beauty and styling services. You are Stephanie’s close friend. Which of the following pieces of advice
would LEAST help Stephanie in her quest toward better communication skills and practice?

Brooke started work at her current establishment three weeks ago. In that time, she has noticed that much of
the staff avoids conversations with her, and some even turn and walk the other way when they see her
coming. She’s not sure why this is. Since she started working there, she has always been sure to stick up for
herself whenever she feels disrespected, even going so far as to take an “eye for an eye” mentality into
interactions with coworkers. What is Brooke doing wrong?

Quinton opened his own business six months ago. In all of his training sessions with new employees, Quinton
is sure to instruct them to perform client consultations with every single new client. He makes sure that all
beauty pros perform an in-depth client consultation with clients immediately following their first service. In
doing so, the professionals are to prepare by having on hand a variety of styling books, pamphlets, brochures,
and a portfolio of their work. Where does Quinton go wrong in his training?

Abigail’s policy as a beauty pro is to allow her clients to be no more than 15 minutes late before they are
required to reschedule. She does, however, build in a bit of extra time in between clients to allow for
someone who is less than 15 minutes late. When this does happen, she keeps the appointment and politely
reminds the client of her late policy. When clients are more than 15 minutes late, she also usually keeps the
appointment and simply reschedules the subsequent clients with her apologies. Where is Abigail going
wrong?

Olivia has worked at the same place for nearly 15 years. In all of that time, she has never once had a negative
run-in with a manager or coworker. Gretta, Olivia’s coworker for nearly all of the 15 years, finds it hard to
believe Olivia has managed to avoid negative interactions with any of the other professionals. In Gretta’s
opinion, Olivia too often remains neutral, completely avoids joining in on good gossip, keeps her private life
very private, and always takes everything very personally. Which of Gretta’s observances of Olivia is the one
that actually should be avoided in order to effectively and peacefully interact with coworkers?