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Ch. 4 - Communication for Success

Milady's Standard Cosmetology
STUDY
PLAY
In the cosmetology industry, understanding people is key to:
customer service
If a client scheduling conflict arises,
never argue about who is correct
To offer the latest styles and beauty trends, it is important for the practitioner to:
read books and articles on fashion
To help people feel secure around you, be respectful, honest, and:
trustworthy
When handling an unhappy client, the ultimate goal is to:
make the client happy enough to pay for the service and return
A photographic collection of previous services is a:
portfolio
The best customer-service approach with an aggressive client is:
agree with the client
The best way to resolve problems with colleagues is:
to speak directly and privately
Mastering reflective listening skills helps you to be on target with services and build:
deep trust with your clients
Effectively sharing information between two or more people is:
communication
During an employee evaluation be prepared to participate proactively by:
communicating your desires and interests to your employer
To help clients achieve a new look they desire, you may suggest:
additional services
The form used to record detailed information on new clients and service clients is called a(n):
client questionnaire
After a service, important and relevant information should be recorded on the:
client record card
The most important verbal communication between a practitioner and client is the:
client consultation