Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SHBXCCS004 Mapping and Delivery Guide
Recommend products and services

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency SHBXCCS004 - Recommend products and services
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to develop and update knowledge of the organisation’s product and service range and to recommend products and services suited to customer needs. Products and services will vary according to the particular business type but can include any from a hair, barbering, beauty or cosmetics range.This unit applies to all businesses that sell hair, barbering, beauty or cosmetic products and services and to sales and service personnel working at all levels.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in a retail store or personal services environment; this can be:

an industry workplace or

a simulated retail store or beauty, hairdressing or barbering workplace, set up for the purpose of skills assessment.

Assessment must ensure use of:

customers with whom the individual can interact; these can be:

paying customers in an industry workplace or

individuals who participate in role plays or simulated activities within a training organisation

sufficient customer traffic to allow for prioritisation of tasks so that customers are served effectively in a logical sequence

activities that require the individual to work with commercial speed, timing and productivity to serve customers efficiently

computers, the Internet and online information systems to search for product information

display and storage locations, shelf facings and signage for hair, barbering, beauty or cosmetic products, as relevant to the business type

a diverse commercial range of hair, barbering, beauty or cosmetic products, as relevant to the business type

product and service information which can be:

manufacturer support materials; product leaflets, brochures, booklets

product labels

price lists

product and service manuals

organisational procedures for recommending hair, barbering, beauty or cosmetic products and services.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors; and:

have at least three years full time employment experience in the beauty, hairdressing, barbering or retail industry where they have applied the skills and knowledge covered in this unit of competency; this cannot include any indentured traineeship or apprenticeship period.
Prerequisites/co-requisites
Competency Field Client Services
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Develop knowledge of the product and service range.
  • Access current and accurate information on organisation’s range of products and services.
  • Interpret information on features, benefits and customer costs and compare various products and services.
  • Use product information to develop knowledge of product performance, purpose and directions for use.
  • Check regularly for new additions or changes to range and update knowledge.
       
Element: Recommend products and services.
  • Use questioning and active listening to determine customer requirements and preferences.
  • Select and suggest products and services suited to customer requirements.
  • Describe features and benefits of products and services to encourage purchase.
  • Provide information on product or service performance, purpose and directions for use according to product information.
  • Identify and utilise opportunities to demonstrate and apply products to customers.
  • Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.
  • Encourage and confirm customer bookings for organisation’s service range.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop knowledge of the product and service range.

1.1.Access current and accurate information on organisation’s range of products and services.

1.2.Interpret information on features, benefits and customer costs and compare various products and services.

1.3.Use product information to develop knowledge of product performance, purpose and directions for use.

1.4.Check regularly for new additions or changes to range and update knowledge.

2. Recommend products and services.

2.1.Use questioning and active listening to determine customer requirements and preferences.

2.2.Select and suggest products and services suited to customer requirements.

2.3.Describe features and benefits of products and services to encourage purchase.

2.4.Provide information on product or service performance, purpose and directions for use according to product information.

2.5.Identify and utilise opportunities to demonstrate and apply products to customers.

2.6.Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.

2.7.Encourage and confirm customer bookings for organisation’s service range.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, and:

access and correctly interpret information from two different sources about four different products or services from the organisational range

interact with four different customers, each with different product and service requirements, to recommend suitable products or services to be chosen individually or jointly from a range of:

hair products and services, or

barbering products and services, or

beauty products and services, or

retail cosmetic products and services.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources and format of product and service information:

manufacturer support materials:

product leaflets, brochures, booklets

internet sites

product labels

price lists

product and service manuals

discussions with customers, staff members and product suppliers

details of organisational product and service range:

location

brand options and comparable types

purpose

features and benefits

ingredients, at a basic level of understanding

performance, as claimed by manufacturer

directions for use

costs

procedural details for services offered, including times for delivering services

basic aspects of Australian Consumer Law as it applies to performance claims, guarantees and product returns

organisational procedures for recommending hair, barbering, beauty or cosmetic products and services.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop knowledge of the product and service range.

1.1.Access current and accurate information on organisation’s range of products and services.

1.2.Interpret information on features, benefits and customer costs and compare various products and services.

1.3.Use product information to develop knowledge of product performance, purpose and directions for use.

1.4.Check regularly for new additions or changes to range and update knowledge.

2. Recommend products and services.

2.1.Use questioning and active listening to determine customer requirements and preferences.

2.2.Select and suggest products and services suited to customer requirements.

2.3.Describe features and benefits of products and services to encourage purchase.

2.4.Provide information on product or service performance, purpose and directions for use according to product information.

2.5.Identify and utilise opportunities to demonstrate and apply products to customers.

2.6.Respond to customer queries and provide appropriate scope and depth of information to satisfy needs.

2.7.Encourage and confirm customer bookings for organisation’s service range.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Access current and accurate information on organisation’s range of products and services. 
Interpret information on features, benefits and customer costs and compare various products and services. 
Use product information to develop knowledge of product performance, purpose and directions for use. 
Check regularly for new additions or changes to range and update knowledge. 
Use questioning and active listening to determine customer requirements and preferences. 
Select and suggest products and services suited to customer requirements. 
Describe features and benefits of products and services to encourage purchase. 
Provide information on product or service performance, purpose and directions for use according to product information. 
Identify and utilise opportunities to demonstrate and apply products to customers. 
Respond to customer queries and provide appropriate scope and depth of information to satisfy needs. 
Encourage and confirm customer bookings for organisation’s service range. 

Forms

Assessment Cover Sheet

SHBXCCS004 - Recommend products and services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SHBXCCS004 - Recommend products and services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: