CHS Client Consultation Skills 3 — Questions and Answers
Question 1: During a consultation, a client mentions they are currently taking blood thinners. Why is this information relevant to the stylist?
- It affects which shampoo to recommend
- It may increase scalp sensitivity and bleeding risk during services (Correct answer)
- It determines how long to process color
- It is not relevant to hair services
Correct answer: It may increase scalp sensitivity and bleeding risk during services
Blood thinners increase sensitivity and bleeding risk, which matters for scalp treatments or services involving the scalp.
Question 2: What does the term 'active listening' mean in a client consultation?
- Talking continuously to fill silence
- Fully concentrating, understanding, and responding to what the client says (Correct answer)
- Taking notes while the client speaks without making eye contact
- Repeating the client's words verbatim back to them
Correct answer: Fully concentrating, understanding, and responding to what the client says
Active listening involves full engagement with the client's communication to accurately understand their needs.
Question 3: A client complains midway through a color service that the foils feel very hot and burning. What should you do?
- Assure the client it is normal and continue
- Immediately remove the foils and rinse the hair (Correct answer)
- Wait a few more minutes to finish processing
- Add more developer to cool the foils down
Correct answer: Immediately remove the foils and rinse the hair
A burning sensation indicates a scalp reaction and continuing the service risks chemical burns.
Question 4: Which of the following is an example of an open-ended consultation question?
- Do you want a trim?
- Have you colored your hair before?
- Tell me about the look you're trying to achieve. (Correct answer)
- Is your hair dry?
Correct answer: Tell me about the look you're trying to achieve.
Open-ended questions invite clients to describe in detail rather than respond with yes or no, yielding richer information.
Question 5: A new client wants a dramatic color change from dark brown to platinum blonde in one visit. What is the most responsible response?
- Agree and apply maximum bleach immediately
- Explain that the process may require multiple sessions to maintain hair integrity (Correct answer)
- Decline the service entirely
- Apply a single bleach pass and promise to finish next time
Correct answer: Explain that the process may require multiple sessions to maintain hair integrity
Attempting to lift dark hair to platinum in one session often causes severe damage; a multi-session plan protects hair health.
Question 6: Why should a stylist avoid using technical jargon when consulting with a new client?
- It is unprofessional to use industry terms
- Clients may not understand the terminology, leading to miscommunication (Correct answer)
- Jargon makes consultations take longer
- It is against most state licensing regulations
Correct answer: Clients may not understand the terminology, leading to miscommunication
Using plain language ensures the client fully understands the proposed service and can provide informed consent.
Question 7: A client's inspiration photo shows a style that would require cutting off 10 inches, but the client says they only want to 'trim the ends.' How should you handle this discrepancy?
- Cut to match the photo without discussion
- Trim the ends only and say nothing about the photo
- Clarify with the client which goal takes priority — length preservation or achieving the photo's style (Correct answer)
- Suggest the client find a different stylist
Correct answer: Clarify with the client which goal takes priority — length preservation or achieving the photo's style
Clarifying conflicting goals before starting prevents surprises and ensures the client is satisfied with the outcome.
CHS Client Consultation Skills 3
During a consultation, a client mentions they are currently taking blood thinners.
Why is this information relevant to the stylist?