Communication and Entrepreneurship
Communication questions test the consultation, complaint handling and the basics of starting a business. The examiner looks for structure, empathy and documentation.
Consultation skills
- Open questions first, such as what bothers you about your skin, then closed questions to confirm facts.
- Active listening: summarise, reflect back and avoid interrupting. Note allergies, medication, pregnancy and previous reactions.
- Explain in plain language, state the price and duration, and obtain consent before touching the client.
- Body language: open posture, appropriate eye contact, uncrossed arms, phone away.
Complaints and entrepreneurship
- Complaint handling: listen without defending, apologise for the experience, act to resolve, follow up and record.
- Business basics: market survey covering location, competitors and pricing; a business plan; funding such as MUDRA loans; licences such as Shops and Establishments, GST, trade licence and fire NOC; branding and social media.
- SWOT analysis: strengths, weaknesses, opportunities and threats.
Worked example
A client says her colour looks too orange two days later. Reasoning: do not argue or blame the lighting. Listen, examine under daylight, explain the likely cause as underlying warmth exposed during lift, offer a toner at no charge if it is your error, book it, and record the correction and the client's reaction. A calm, documented response protects both the reputation and the record.
Traps
Interrupting and diagnosing; promising a medical outcome; arguing about a complaint in front of other clients; starting a salon without checking licences; copying a competitor's price without knowing your own costs.