Client Relationship Management Flashcards

A new client says they want to "get in shape." What is the best next step for a performance specialist?

Answer: Ask open-ended questions to turn the vague goal into specific, measurable targets

Open-ended questioning clarifies what the client actually wants so goals can be made specific and measurable.

Which communication style best builds trust during an initial consultation?

Answer: Active listening with reflective summaries of what the client said

Active listening and reflecting back shows the client they are understood, which builds rapport and trust.

What is the primary purpose of an informed consent form?

Answer: To ensure the client understands the risks, benefits, and nature of the services

Informed consent documents that the client knows the risks and benefits and agrees to participate voluntarily.

A client shares sensitive medical information during intake. How should it be handled?

Answer: Kept confidential and disclosed only with the client's written permission or as legally required

Client health information must be kept confidential unless the client authorizes release or the law requires it.

Which approach to client motivation is most associated with long-term adherence?

Answer: Supporting intrinsic motivation through autonomy, competence, and connection

Intrinsic motivation supported by autonomy, competence, and relatedness predicts better long-term adherence.

A client misses three sessions in a row without notice. What is the most professional response?

Answer: Reach out with a supportive check-in to understand barriers

A supportive check-in re-engages the client and identifies barriers while preserving the relationship.

What is the best way to set professional boundaries with clients?

Answer: Clearly communicate availability, communication channels, and policies from the start

Setting expectations up front prevents misunderstandings and protects both parties.