You should ask the client what at-home products she uses as part of which step of the consultation?

Under the Australian Consumer Law, you have certain rights to cancel a service.

If you have a major problem with a service or a minor problem that can't be fixed within a reasonable time you have the right to cancel a service contract, when it is:

provided with an unacceptable level of care and skill
unfit for the purpose you asked for
not delivered within a reasonable time when there is no agreed end date.

Suppliers should give any refunds in the same form as your original payment.

You can also ask for compensation for damages or loss caused by the problem.

You must pay for services you’ve received under a service contract that worked as expected.

You can’t cancel a service contract or get a refund if the problem was outside the control of the provider or if you:

changed your mind
insisted on having a service provided in a particular way, against the provider’s advice
failed to clearly explain your needs to the provider.

If you have a problem with a service, take the following steps:

Contact the service provider verbally or in writing to explain the problem. If the provider cannot fix the service in a reasonable time, state that you want to cancel the service contract.
If relevant, also ask the service provider to compensate you for any damages or losses caused by the problem.
If you’ve paid for the service and it has already started or been delivered, negotiate a refund to cover the services that failed and any advance payments.
Show proof of purchase with a receipt or bank statement.

Businesses often sell related goods and services together as a package. Sometimes a problem develops with one part of the package — the product or service.

If you return goods due to a major problem, you have the right to cancel any service contracts they were provided with.
If you cancel a contract for unsatisfactory services, you must return any goods connected with the service—even if there is no problem with the goods.
If you have paid any money for the goods, the business must give you a refund.

It is your responsibility to return the goods, unless this would involve a significant cost. In such cases the business is responsible for collecting the goods.

Make a consumer complaint

Consumer rights & guarantees
Prices & receipts

30 Questions | Total Attempts: 825

New clients should be instructed to arrive ______ minutes early so they can complete the client intake form
What should you do if you find yourself at odds with a coworker ?
- Ask other coworkers to take your side
- Seek help from someone you respect
When working with older clients, as a general rule you should ?
- Address them by their first name
- Keep the topics of conversation professional
- Focus the conversation on aging skin
The ______ is the client's permanent progress record of services received, results, formulations & products use during the service.
Which question should you ask when determining how the client feels about the manageability of his or her hair?
- How would you rate the manageability of your hair on a scale of 1 to 10, where 1 is poor & 10 is excellent ?
- How manageable is your hair?
- Do you feel that your hair is manageable enough for your lifestyle?
- Would you say that your hair is very manageable, somewhat manageable, not very manageable, or not at all manageable ?
What is the unlimited goal when you encounter a client who is dissatisfied?
- To fix the problem causing the client to be unhappy
- To get the client to agree that you are right
- To get the client to schedule another appointment quickly
The _______ is the communication with the client that determines the client's needs & how to achieve the desire results.
Which term refers to bundles of hair dyed to match particular haircolor shades offered by a manufactured ?
When your clients are your peers, you should ?
- Maintain a professional demeanor
- Engage in gossip about mutual friends
- Offer relationship advice
Once the service is completed & the client is satisfied, you should?
- Make product recommendations
- Record the results on a service record card
- Complete the client intake form
What should you do if your client is gossiping ?
- Ask the client to remain silent
- Change the subject as soon as you can
- Offer advice about the client's personal life
- Listen attentively & share your own gossip
You should ask your client how much time they want to spend on their hair each day as part of which steps of the 10-step consultation method?
- Review the client's lifestyle
- Determine & rate the client's preferences
Generally, clients are asked to reschedule an appointment if they are more than _____ minutes late?
When receiving services at a cosmetology school, the client may be asked to sign a _____, indicating that he or she is aware that the service is being provided by a student
What should you do at the end of your employee evaluation ?
- Make recommendations about what the manager can do to improve his or her performance
- Thank your manager for taking the time to do the evaluation
- Suggest to your manager that you be granted a pay increase
Which of the following is NOT one of the practical steps for effectively communicating in the workplace?
- React instead of responding
Which question should you ask when analyzing a client's hair?
- What at-home products do you use?
- How would you rate the manageability of your hair on a scale of 1 to 10?
- Do you spend a great deal of time outdoors?
- When was the last time you loved you hair ?
When communicating with your coworkers, you should do all of the following EXCEPT?
- Discuss your personal life
- Treat everyone with respect
Which of the following is NOT one of the golden rules of communication ?
- Always remember that talking is the best relationship builder
- Be aware of your body language
- Speak clearly & loudly enough for people to hear
Listening to the client & then repeating, in your own words, what you think the client is telling you is known as?
To earn a client's trust & loyalty, you should always
- Be honest with them about how you are feeling
- Introduce them to other people they may interact with in the salon
- Give them a tour of the salon every time they visit
Which term refers to the act of successfully sharing information between two or more people so that the information is understood?
How many additional services should you suggest during the 10-step consultation method?
If a client scheduling mix-up occurs, you should ?
- Take the client anyway even if your schedule is full
- Refrain from arguing about who is correct
When making recommendations to a client, which of the following is NOT an example of criteria you will base your suggestions on?