CPG Client Communication & Business Management 2

Question 1

A client calls to complain that their dog's haircut looks uneven after leaving the salon. What is the best first response?

Accepted Answer

Apologize and offer a complimentary corrective appointment

Answer

Acknowledging the concern and offering a complimentary correction demonstrates professionalism and a commitment to client satisfaction.

Question 2

When setting pricing for grooming services, which factor is LEAST relevant?

Accepted Answer

The client's personal income level

Answer

Pricing should be based on business costs, time, and market rates — not on assumptions about individual clients' finances.

Question 3

A new client fails to mention their dog is aggressive during intake. The dog bites the groomer mid-appointment. Who bears primary responsibility?

Accepted Answer

The client, for withholding known behavioral information

Answer

Clients have a legal and ethical duty to disclose known aggression, making them primarily liable for harm resulting from withheld information.

Question 4

What is the purpose of a grooming release form signed by the client?

Accepted Answer

To document the client's acknowledgment of risks and consent to services

Answer

A release form documents informed consent and acknowledgment of risks but does not fully waive legal liability for groomer negligence.

Question 5

A client requests a breed-standard trim but the dog's coat is severely matted. What should the groomer do?

Accepted Answer

Explain that dematting or a shorter clip is required and get client approval before proceeding

Answer

Groomers must communicate coat condition issues and obtain client consent before altering the original service plan.

(CPG) Certified Professional Groomer Practice Test