18 questions
Your personal image should be controlled and based upon:
choices others make for you
choices you make yourself
choices your peers prefer
none of the above
Which of the following is NOT a component of personal appearance?
good posture
fashion image
cleanliness
arrogance
The ability to deal with people without offending them is known as:
tact
nonverbal communication
apprehension
industriousness
If a customer begins gossip, you should:
inform her, you do not want to hear about someone else's life
redirect the conversation in another, less harmful direction
ignore her
participate in the conversation
Non verbal communication refers to:
thoughtfulness
lip reading
"cues" or physical actions
self-awareness
For a Receptionist, what would be the most appropriate way of answering or receiving a caller.
"Good morning, Hair-1, Janelle speaking"
"Janelle speaking, How may I help you."
"God morning, Hair-1"
"Good morning, Janelle speaking."
To promote confidence, you must be arrogant
true
false
It is important to address your client by their name.
true
false
When making an appointment it is necessary to restate the appointment time, day, date, and service, to the customer.
true
false
Hand wringing and nail biting are signs of apprehension.
true
false
If a customer is nervous you can help them relax by using non-verbal cues, such as smiling and nodding of the head.
true
false
How you say something is just as important as what you say.
true
false
The purpose of the receptionist's job is to serve as a contact between client and operator, between operator and management, and between operators themselves.
true
false
A positive response is defined as a statement that places emphasis on the unpleasant part of the problem rather than the desire to help the client.
true
false
If you establish eye contact with the customer it will most likely make them feel uneasy
true
false
Choose those responsibilities below that match the duties of a receptionist:(four answers are correct)
Answer the phone
Smile
Count the cash drawers
Fix the magazines
Greet the clients
Choose those responsibilities below that match the duties of a receptionist:(four answers are correct)
Get coffee or water
Tell stylists the client is here
Fix broken clippers
Wash & Dry towels
Tidy up always
Choose those responsibilities below that match the duties of a receptionist:(one answer is correct)
Provide rides home for the clients
Read magazines
Handle complaints
Read your personal messages on your phone
Make personal phone calls with business phone