Communication and Customer Service
This domain tests consultation, active listening, expectation management and complaint handling. Questions give a client statement and ask for the best professional response, so tone and sequence matter as much as knowledge.
Consultation skills
Greet the client, use open questions ('What would you like to change?'), then closed questions to confirm facts. Paraphrase the request, check allergies, medications, pregnancy and previous reactions, and explain the plan, products, time and price before consent.
Professional communication
Match the client's language where possible - English, Hindi, Assamese or Bengali - avoid jargon, maintain appropriate eye contact and body space, and keep a neutral, non-judgemental tone about skin tone, hair texture or budget.
Complaints and service recovery
Listen without interrupting, empathise, apologise for the experience, ask what outcome the client wants, act within your authority, record the complaint and follow up. Do not blame a colleague or argue in public.
Confidentiality and boundaries
Do not discuss one client with another, do not share images or records without written consent, and do not pressure a client into extra services.
Worked example
A client says the colour is 'too dark' two days later. Reasoning: listen, thank her, check the record card and the actual formula, then explain realistic corrective options - a mild cleanse or toner - with cost, time and risk. Offer a patch test if a new product is used, book the correction, document the conversation and follow up afterwards. Avoid promising an instant fix beyond what the hair can safely tolerate.
Traps that cost marks
- Defensive replies such as 'the lighting in here is fine'.
- Promising a result you cannot guarantee.
- Discussing a client's treatment in a public area.
- Upselling before the client's stated need is met.