Required skills

communication skills to

develop a rapport with clients

interact with and engage clients in discussion regarding their requirements

source information

use openended questions to establish client needs

listen and interpret verbal clues from clients regarding their hair including

objectives

problems

challenges

suggest services and products from the salon range

explain home hair care maintenance techniques and products

literacy skills to source research and interpret information

selling techniques including

opening and closing techniques

identifying buying signals

strategies to focus customer on specific merchandise

addons and complimentary sales

addons and complimentary sales

overcoming customer objections

technology skills to

access client management and reward systems databases

conduct internetbased research

Required knowledge

the salon product and services range

common customer preferences and needs

ways of meeting requirements

salon service standards

role of hairdressers in maximising business performance through effective sales and promotion

ways in which to present and promote products and services

client management and reward systems

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

maintaining a returning client base

using client information to improve personal sales and service provision

adding new clients and increasing addon sales

using formal and informal research to update knowledge of products and services

Context of and specific resources for assessment

Assessment must ensure access to

a salon or a simulated salon environment that includes a range of work situations such as client interruptions and involvement in other related activities normally expected in the salon

a fully equipped salon which includes as a minimum

a fully functional client reception area with

telephone

client information and booking system

retail products range

a basin services area

equipment and work stations suitable for services including

client consultation

hair and scalp treatments

haircutting

hair design

hair colouring

hair lightening

reformation

a supply of clean towels

a supply of clean client gowns or wraps

hairdressing products and equipment

relevant documentation such as

salon service standards

salon procedures

sufficient client traffic to allow the learner to plan for and deal with multiple tasks simultaneously

For further guidance on the use of an appropriate simulated environment refer to the Assessment Guidelines in this Training Package

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of the candidate recommending products and services and to clients

case studies to test knowledge of appropriate products and services for different contexts clients and situations

project to develop promotional ideas for a particular product or service

written or verbal questions appropriate to the language and literacy level of the learner to test knowledge which may include

product and service knowledge

salon service standards

review of portfolios of evidence and thirdparty reports of onthejob performance

Guidance information for assessment

A unit of competency describes an individual skill but people rarely perform one skill at a time Many skills are combined on a daytoday basis in the workplace as part of work processes This does not mean that each skill described by a unit of competency is prerequisite to another they are related skills

Holistic assessment with other units relevant to the industry sector salon and job role is recommended for example

SIHHINDA Coordinate clients and services

SIHHIND303A Co-ordinate clients and services

Clients may include:

Client needs and requirements may include:

Professional ethics may include:

Formal and informal research may include:

Products, services and promotional initiatives may include: