Element

Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1 Maintain and improve treatment services and sales delivery.

1.1 Communicate, implement and regularly review policies and procedures for treatment services and sales delivery.

1.2 Seek and use customer feedback to improve the provision of treatment services and sales delivery.

1.3 Plan and implement an adequate resource allocation for treatment service provision in line with salon policy.

1.4 Consult with and involve the workplace team in taking decisions to overcome problems and adjust treatment service provision.

2 Maintain and improve salon turnover and profit margin.

2.1 Set product and service pricing based on analysis of client age demographic, hourly expenses, seat or treatment area time and target profit margin.

2.2 Set, monitor and regularly review team and individual staff member’s services and retail sales target turnovers.

2.3 Provide feedback to individual staff members on progress towards targets and general sales and treatment service performance.

2.4 Encourage staff members to take responsibility for meeting client requirements and increasing their average client bill.

2.5 Research and implement staff incentive and reward schemes to increase client re-booking as appropriate to the salon.

3 Manage contingencies.

3.1 Address and resolve treatment and service-related complaints that have been referred by staff according to salon policy.

3.2 Seek and use feedback on client satisfaction to improve future operations and services.

3.3 Monitor and evaluate corrective actions for effectiveness and use for future operational planning.

4 Coordinate staff training and support.

4.1 Negotiate staff product and treatment training with suppliers and educators to support the introduction of new equipment, products and services.

4.2 Recognise opportunities to increase the sales, safety and treatment service capabilities of members of the staff team and arrange relevant training.

4.3 Allocate a workplace mentor or supervisor to staff undertaking training to ensure on-the-job and off-the-job training and practice occur according to a predetermined training plan.

5 Provide a harmonious and productive working environment.

5.1 Maintain sufficient supply of stock to support services and sales delivery and meet customer requirements.

5.2 Regulate access to and use of professional products that minimise waste and support organisation’s environmental sustainability targets.

5.3 Maintain staff salaries and working conditions in line with current awards, legislation and salon policies.

5.4 Encourage team members to assist each another in achieving optimum service levels according to workplace procedures.

5.5 Establish, promote and maintain workplace programs for cleaning, storing and maintaining tools and equipment according to relevant legislative requirements and manufacturer specifications.

5.6 Replace or repair faulty equipment as soon as practicable and with minimum disruption to the work of the team.

5.7 Maintain complete and accurate records and provide access to authorised personnel.

Required skills

The following skills must be assessed as part of this unit:

communication skills that take into account the culture, background and abilities of suppliers, staff and clients, while demonstrating communication techniques, including:

listening and questioning techniques

verbal and non-verbal communication skills

negotiation techniques

literacy skills to:

research, analyse and interpret product and equipment information

prepare reports

document results

numeracy skills to:

calculate fixed and variable costs

calculate team and individual target turnover

determine and monitor stock level requirements

interpret and maintain data

record-keeping skills relating to:

product suppliers

stock

technology skills to use salon business and marketing software as planning and evaluation tool

contingency planning skills to:

service casual clients

evaluate corrective actions taken for effectiveness and apply to future service planning

problem-solving skills to deal with unresolved treatment and service-related complaints that are referred on by team members

planning and organising skills to:

train staff to:

enhance staff existing treatment and service capabilities

support the introduction of new equipment, products and services

keep records

plan resources to roster staff to service treatment booking

technology skills to use salon business software for research, planning and evaluation.

Required knowledge

The following knowledge must be assessed as part of this unit:

hourly expenses for the business

seat or service area time and target profit margin as described in the range statement, in the context of the particular business

range, availability and environmental impact of new products and services

salon policies and procedures in regard to:

sales and service delivery

environmental sustainability

quality assurance and control

stock maintenance and control

pricing

rostering staff

local health regulations

legislative requirements relating to occupational health and safety.

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.

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

Evidence of the following is essential:

maintaining, monitoring and evaluating service and sales delivery

communicating treatment service, and sales plans and targets, along with providing feedback on performance and outcomes to the team and individual members

proactively implementing strategies to improve service and sales delivery and outcomes

regularly and accurately maintaining records and interpreting data on service and sales delivery

negotiating and arranging the ongoing supply of professional and retail products and goods according to workplace policy

using systems for:

maintaining, monitoring and evaluating the supply of stock

monitoring and organising staff training and development.

Context of and specific resources for assessment

Assessment must ensure:

that competency is consistently demonstrated over a period of time, over a range and variety of complex tasks/projects and situations and observed by the assessor or the technical expert working in partnership with the assessor as described in the Assessment Guidelines

that competency is demonstrated in the workplace or a simulated workplace environment in a range of situations which may include client interruptions and involvement in other related activities normally expected in the workplace.

Assessment must ensure access to:

multiple clients with a diverse range of beauty or hairdressing services requirements

information on professional and retail products and suppliers

appropriate text and online resources

electronic salon appointment, point-of-sale and client record system

relevant workplace documentation, including:

awards

health regulations

occupational health and safety regulations

training agreements

workplace policies and procedures.

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

Methods 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 learners performing a range of tasks in an actual or simulated salon environment, over sufficient time to demonstrate handling of a range of contingencies, including observing the person integrating and applying the skills and knowledge described in this unit in the workplace

a portfolio of evidence demonstrating the planning, implementation and evaluation of workplace strategies designed to improve service and sales levels, including the collection and analysis of customer feedback

case studies related to specific service and sales scenarios

third-party reports from technical experts

written and oral questioning appropriate to the language and literacy level of the learner, to assess the required skills and knowledge of this unit.

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

SIBXPSM501A Lead teams in a personal services environment.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Resource allocation may include:

staff

stock range and levels

workstations

equipment

technology

financial resources.

Client age demographic may include:

18-25

25-35

35-45

45+.

Hourly expenses must include:

variable expenses

fixed costs

hours that the business is open.

Seat or treatment area time and target profit margin must include:

average time that a client occupies a seat or individual treatment area per hour in the service environment

the average seat or individual treatment area time required to cover hourly expenses and achieve an acceptable profit margin.

Target turnover may be measured:

daily

weekly

monthly

according to individual salon policy.

Feedback may include:

verbal feedback

written feedback

team turnover charts or graphs

access to online turnover statistics.

Treatment and service-related complaints may include:

dissatisfaction with a service result

adverse treatment results

allergic reactions to product

damage to client apparel

dissatisfaction with waiting and/or service time duration

dissatisfaction with a retail product

cost-related complaints

dissatisfaction with an operator's treatment skills

dissatisfaction with an operator's attitude.

Sales may include:

treatment services

retail sales.

Safety may include:

operator safety

client safety

environmental safety practices.

Workplace mentor or supervisor may include:

more experienced operator from the team

team or salon manager

salon owner/manager.

Complete and accurate records may include:

electronic records

hard copy records.