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Evidence Guide: SHBHIND003 - Develop and expand a client base

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SHBHIND003 - Develop and expand a client base

What evidence can you provide to prove your understanding of each of the following citeria?

Promote products and services.

  1. Take opportunities to build business by developing relationships with new and prospective clients.
  2. Establish rapport and express a genuine interest in client needs and requirements.
  3. Maintain professional ethics with clients to promote salon image and credibility.
  4. Clarify client needs and preferences to maximise sales opportunities.
  5. Maximise sales opportunities by promoting new and additional products and services beneficial to clients.
  6. Give clients space and time to evaluate purchase and service decisions, while using time to maximum advantage for client and salon.
Take opportunities to build business by developing relationships with new and prospective clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish rapport and express a genuine interest in client needs and requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify client needs and preferences to maximise sales opportunities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Build a return client base.

  1. Provide prompt service to clients to meet identified needs, according to client service standards.
  2. Enhance customer commitment, trust and credibility of salon by delivering professional technical and personal service.
  3. Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services.
  4. Use customer observation and feedback to evaluate products, services and promotional initiatives and identify changes in client needs and expectations.
  5. Enhance team effectiveness by sharing market, product and service knowledge with colleagues.
  6. Suggest product and service adjustments to meet changing client needs.
  7. Participate in setting salon and personal targets and regularly monitor personal progress towards achievement.
Provide prompt service to clients to meet identified needs, according to client service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest product and service adjustments to meet changing client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in setting salon and personal targets and regularly monitor personal progress towards achievement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage and use information about clients.

  1. Determine and record client information to provide personalised service.
  2. Explain benefits and conditions of loyalty programs to eligible clients.
  3. Assist clients with loyalty program enrolment.
  4. Process loyalty program documentation, according to organisational procedures.
  5. Promote enhanced products and services based on client data and their eligibility under loyalty program guidelines.
Determine and record client information to provide personalised service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain benefits and conditions of loyalty programs to eligible clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist clients with loyalty program enrolment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process loyalty program documentation, according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

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

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 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 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 client service standards.

2.2.Enhance customer commitment, trust and credibility of salon by delivering professional 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 observation and feedback to evaluate products, services and promotional initiatives and identify changes in client 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 changing client needs.

2.7.Participate in setting salon and personal targets and regularly monitor personal progress towards achievement.

3. Manage and use information about clients.

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

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

3.3.Assist clients with loyalty program enrolment.

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

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

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

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

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 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 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 client service standards.

2.2.Enhance customer commitment, trust and credibility of salon by delivering professional 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 observation and feedback to evaluate products, services and promotional initiatives and identify changes in client 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 changing client needs.

2.7.Participate in setting salon and personal targets and regularly monitor personal progress towards achievement.

3. Manage and use information about clients.

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

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

3.3.Assist clients with loyalty program enrolment.

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

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

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

proactively promote these types of hair products and services to clients:

hair and scalp treatments

new haircut designs

home hair care products

loyalty programs

rebooking services

research two new products and two new services using at least two of the following methods:

reading trade, hair and fashion magazines

attending trade shows and industry product launches

reading product and service information

obtaining information from professional industry associations

discussions with colleagues

share the information collected with colleagues, through informal discussions.

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

full details of the salon’s:

products and services range

client loyalty programs

client management database

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

different client types and their product and service preferences

professional ethics for promoting hair products and services:

honesty about ability of products and services to meet client preferences and needs

using positive statements

using confirmed appraisals of the efficacy of products and services

ways of presenting and promoting products and service to meet different client communication styles

sales techniques:

opening techniques

recognising buying signals

strategies to focus customer on specific products and services

selling add ons and complementary products

overcoming customer objections

closing techniques

methods used to research new products and services:

reading trade, hair and fashion magazines

attending trade shows and industry product launches

reading product and service information

obtaining information from professional industry associations

discussions with colleagues

organisational client service policies and procedures.