Work Book Answers for Ch 4 1. Build lasting client relationships; aid in your growth as a salon practitioner; help prevent misunderstandings and unnecessary tension. 2. Understanding people; Customer service is central to success. 3. c) yourself 4. mutual respect and understanding 5. happy, calm; worried, overwhelmed, anxious, angry 6. respectful, trustworthy, honest 7. Respond and not react; believe in yourself; talk less, listen more; be attentive; take your own temperature. 8. False 9. Communicate with your heart, and problem solve with your mind; a smile is worth one million times more than a sneer; it is easy to make an enemy, but it is harder making a friend; see what happens when you ask for help instead of just reacting; show people you care by listening and trying to understand their point of view; tell people how great they are; being right is different from acting righteous; for every service you do for others, do not forget to do something for yourself; laugh often; show patience with other people’s flaws; build shared goals, be a team player and a partner to your clients; always remember that listening is the best relationship builder. 10. The act of successfully sharing information between two people, or groups of people. 11. Voice inflictions, facial expressions 12. The first time you meet that person. 13. B) polite, friendly, inviting 14. Always approach the client with a smile; always introduce yourself; sat aside a few minutes to take the clients on a tour of the salon; introduce them to people that my be helping them during their time in the salon; be yourself. 15. Client questionnaire or consultation card 16. Release statement; so that the client knows that they are being helped by someone who is still learning. 17. The verbal communication that determines the desired results. 18. True 19. B) every visit 20. Be prepared 21. Books; swatches 22. .. 23. The intake form client filled out; client’s current style; ask client what they like most and least about their current style; texture, thickness, manageability, and condition; ask about career and lifestyle; encourage to look through books and point out styles; make valid style suggestions; color recommendations; explain maintenance of style; repeat everything agreed upon. 24. The client’s reactions and things you might want to do again 25. Try not to control the circumstances, but to communicate past the issues 26. One tardy client could make the rest of the clients that day late. 27. Ask to reschedule; take the client only if it wouldn’t interfere with another client’s schedule; if clients are usually late, schedule them last or ask them to come earlier then their scheduled time. 28. Be polite and never argue the point of which one of you is correct 29. False 30. Find out why the client is unhappy; tactfully explain the reasons why you cannot make changes; call on a more experienced stylist or salon manager for help 31. True 32. Professional manner 33. Boundaries 34. Treat everyone with respect; remain objective; be honest and sensitive; remain neutral; seek help from someone you respect; do not take things personally; keep your private life private. 35. Be a problem solver; get your facts straight; be open and honest; do not gossip or complain about colleagues; check your attitude; be open to constructive criticism. 36. Well-run salons 37. True 38. Yes; so that you can improve more and show the manager your desire. 39. They are too nervous, intimidated, or unprepared. 40. Thank your manager for taking the time to evaluate you and for their feedback. | 
