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. Research store product range.

1.1.Develop and maintain product knowledge by accessing appropriate sources of information.

1.2.Research and apply comparisons between products and services according to product information.

2. Identify hair, beauty and cosmetic products.

2.1.Identify store product range according to product information.

2.2.Convey product information to customers and other staff members as required.

3. Recommend hair, beauty and cosmetic products and services.

3.1.Use questioning and active listening to identify customer requirements.

3.2.Evaluate products and services according to customer requirements and product information.

3.3.Demonstrate features and benefits of products to customer to create a buying environment.

3.4.Apply detailed specialised product knowledge to provide accurate advice to customers regarding product performance, according to manufacturer information and legislative requirements.

3.5.Explain and demonstrate products according to store policy and procedures and legislative requirements.

3.6.Identify and utilise opportunities to advise on or demonstrate and apply products to customers who are unfamiliar with aspects of product use.

3.7.Follow up with customer, where required, according to store policy.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills

interpersonal skills to:

develop and maintain product knowledge

recommend hair, beauty and cosmetic products through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

handle customers with special needs, including difficult customers

literacy skills to:

read and understand product information

read and understand store policy and procedures

numeracy skills in regard to estimating quantities

Required knowledge

store policy and procedures in regard to:

sales and customer service

methods of dealing with special needs and requests of customers

customer complaints

store services and procedures

store product range, including product types, properties, features, benefits, ingredients and application methods

design principles, common face and body shapes, fashion trends and their application to store make up product range

store range of complementary products

relevant legislation and statutory requirements, including Australian Consumer Law

relevant industry codes of practice

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

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

Evidence of the following is essential:

continually updates and applies product knowledge to provide comprehensive advice to customers and staff

consistently applies store policy and procedures and industry codes of practice in regard to sales and customer service procedures

advises customers and informs sales team members of skin and hair care essentials

advises customers on the use and application of hair, beauty and cosmetic products, including hair, skin and nail care advice, colour coordination for hair and make-up products and advice on current fashion trends and design elements

consistently advises on product performance and features and benefits of products according to store policy and procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant sources of product information

relevant documentation, such as:

store policy and procedures manuals

industry codes of practice and relevant legislation

an appropriate range of hair, beauty and cosmetic products

a range of customers with different requirements.

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:

observation of performance in the workplace

third-party reports from a supervisor

a role play

customer feedback

written or verbal answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

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

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 in the performance criteria is detailed below.

Product knowledge may include:

brand options

application procedures and techniques

benefits and effects of various products

method of production

guarantees

price

ingredients

elements of design such as:

line, direction, focal points, balance

camouflage of skin or hair faults.

Sources of information may include:

store or supplier product leaflets and manuals

fashion magazines

manufacturer representatives

product labels

hair and beauty shows

internet

customer feedback

designated staff members.

Comparisons between products and services may relate to:

features and effects of products and services

method of application

price

storage requirements and shelf life.

Product range may include:

hair products such as:

hair colour

shampoos and conditioners

styling aids such as mousses, gels and hairsprays

hair ornaments

brushes, combs

blow dryers

beauty products such as:

skin care products for face and body

home care skin treatments

home care remedial products

sunscreen and tanning products

nail, hand and foot care products

cosmetic products such as:

face and body make-up, pre-make-up products and stabilisers

brushes, sponges

applicators

pallets

lash curlers, artificial lashes, tweezers

magnifying mirrors

containers and trays, make-up boxes

pencil sharpeners.

Customers may include:

people with routine or special requests

people with special needs

regular and new customers

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

Staff members may include:

new or existing staff

full-time, part-time or casual

people with varying levels of language and literacy

people from a range of cultural, social and ethnic backgrounds.

Customer requirements may include:

occasion (e.g. casual, professional, day or evening)

colour preferences and style

durability, function and usage

cost

lifestyle

physical characteristics, including allergic reactions

product preferences, including desire to use natural products

culture and ethnicity.

Services may include:

product advice for home care treatments

hair, skin and nail care advice

hair, skin and nail care treatments

colour coordination for hair and make-up products

advice on current fashion trends and basic design elements.

Legislative requirements may include:

consumer law

environmental protection

hazardous substances and dangerous goods

Trade Practices and Fair Trading Acts

Therapeutic Goods Act

WHS

industry codes of practice

waste disposal

pricing procedures, including GST requirements.

Store policy and procedures in regard to:

selling hair, beauty and cosmetic products

interacting with customers

product demonstration.

Follow-up may include:

contact by store representative

return appointments for the customer.