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. Promote products and services.

1.1. Take opportunities to build business by developing relationships with new and prospective clients.

1.2. Establish rapport and relationship with clients and express a genuine interest in client needs and requirements.

1.3. Maintain professional ethics with clients to promote salon image and credibility.

1.4. Clarify client needs and preferences to maximise sales opportunities.

1.5. Maximise sales opportunities by promoting new and additional products and services where beneficial to clients.

1.6. Give clients space and time to evaluate purchase and service decisions, while using time to maximum advantage for client and salon.

2. Build a return client base.

2.1. Provide prompt service to clients to meet identified needs, according to salon customer service standards.

2.2. Enhance customer commitment, trust and credibility of salon by delivering good technical and personal service.

2.3. Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services.

2.4. Use customer feedback and in salon observation to evaluate products, services and promotional initiatives and identify changes in clients needs and expectations.

2.5. Enhance team effectiveness by sharing market, product and service knowledge with colleagues.

2.6. Suggest product and service adjustments to meet client needs for future planning, according to salon policy.

2.7. Participate in setting salon and personal targets and regularly monitor personal progress towards achieving positive outcomes.

3. Manage and use information about clients.

3.1. Determine and record client information where appropriate to provide personalised service.

3.2. Explain benefits, terms and conditions of loyalty programs to eligible clients.

3.3. Assist clients with loyalty program enrolment documentation.

3.4. Process loyalty program documentation, according to workplace procedures.

3.5. Promote enhanced products and services based on client data and their eligibility under loyalty program guidelines.

Required skills

communication skills to:

develop a rapport with clients

interact with and engage clients in discussion regarding their requirements

source information

use open-ended 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

overcoming customer objections

technology skills to:

access client management and reward systems databases

conduct internet-based 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 add-on 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 third-party reports of on-the-job 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 day-to-day 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:

SIHHIND303A Co-ordinate clients and services

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.

Clients may include:

women

men

children

people from a range of social, cultural or ethnic backgrounds and with a range of physical and mental abilities.

Client needs and requirements may include:

dissatisfaction with previous service or product

haircut design

colour

hair treatments

other services

changed service times

home hair care products

future bookings for services.

Professional ethics may include:

honesty

positive statements

confirmed appraisals of products and services.

Formal and informal research may include:

discussions with colleagues

reading salon information

researching product and service information brochures

hair and fashion magazines

internet

industry associations and networks

attending trade shows and industry events

distributing surveys and questionnaires.

Products, services and promotional initiatives may include:

new products

techniques

add-on services

special offers or packages

loyalty schemes

salon targets.