Milady Chapter 4 // Cosmetology flashcards |

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Client Consultation

"needs assessment"; the verbal communication with a client that determines what the client's needs are and how to achieve the desired results.

effective communication

The act of sharing information between two people (or groups of people) so that the information is successfully understood.

reflective listening

Listening to the client and then repeating, in your own words, what you think the client is telling you.

insecure

People who create conflict wherever they go typically do so because they are feeling _____.

make the client happy enough to pay for the service and return in the future

In handling a client who is dissatisfied with a service, what is the ultimate goal?

Show and Tell

What is step 6 of the 10-step consultation method?

hair color

What is NOT primary criteria to consider when suggesting hairstyle options to a client?

key

The ability to understand people is ______ to the success of a cosmetologist.

trust

To earn clients' ______ and loyalty, you should set aside a few minutes to take new clients on a quick tour of the salon, smile, and be yourself.

diplomatically

If a client requests a specific cut or color that she has seen on a celebrity, you should _____ explain whether the look is right for the client.

late

If you have clients who are habitually _____, it is recommended that you ask them to arrive earlier than their actual appointment time.

honorific

When you meet an older client for the first time, it is recommended that you address her with a ______, such as "Mrs. Smith."

slang

It is best to avoid using ______ terms when conversing with clients.

counselor

As a cosmetologist, do not attempt to fulfill the role of ______, career guide, parental sounding board, or motivational coach for your clients.

suggest a mini relaxation service

If, during a discussion, a client is revealing increasingly personal details, it is recommended that you change the subject or ______ to help take her mind off of her troubles.

sensitive

You should be open and honest in all of your communications with coworkers, but you must also be ______ to circumstances in which being direct would be hurtful.

think of possible solutions

When you need to speak with your manager about an issue or problem, it is recommended that you ______ beforehand.

intake form

What is the document also known as a client questionnaire or consultation card?

guests

Instead of the term "client", patrons of day spas are commonly called what?

clients

What is the term commonly used for patrons of medical spas?

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