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Evidence Guide: SHBXPSM002 - Manage treatment services and sales delivery

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

 

SHBXPSM002 - Manage treatment services and sales delivery

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

Develop and implement quality client service practices.

  1. Develop policies and procedures, in line with organisation’s personal services values, for sales and quality treatment provision and communicate to staff.
  2. Seek and use client feedback to improve sales and service and share information with staff.
  3. Encourage staff to take responsibility for meeting client needs and to assist each other to achieve optimum service.
  4. Monitor staff efficiency and service to ensure standards are met.
  5. Resolve treatment and service related complaints referred by team members.
  6. Assess effectiveness of client sales and service practices, including corrective actions.
  7. Identify, in consultation with staff, systematic problems and adjust practices to improve service quality.
Develop policies and procedures, in line with organisation’s personal services values, for sales and quality treatment provision and communicate to staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek and use client feedback to improve sales and service and share information with staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage staff to take responsibility for meeting client needs and to assist each other to achieve optimum service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor staff efficiency and service to ensure standards are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve treatment and service related complaints referred by team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess effectiveness of client sales and service practices, including corrective actions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, in consultation with staff, systematic problems and adjust practices to improve service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain and improve sales and profits.

  1. Price services based on hourly expenses, treatment time, target profit margin and analysis of client demographic.
  2. Set, communicate, and regularly review staff product and treatment sales targets and periods.
  3. Monitor progress towards targets, provide feedback on performance and encourage staff to increase their average client bill.
  4. Implement staff incentive schemes to increase product sales and client re-booking.
Price services based on hourly expenses, treatment time, target profit margin and analysis of client demographic.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set, communicate, and regularly review staff product and treatment sales targets and periods.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor progress towards targets, provide feedback on performance and encourage staff to increase their average client bill.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement staff incentive schemes to increase product sales and client re-booking.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordinate staff training and support.

  1. Recognise opportunities to increase sales, safety and treatment service capabilities and arrange relevant staff training.
  2. Organise staff product and treatment supplier training to support the introduction of new equipment, products and services.
  3. Allocate a mentor or supervisor to staff in training to ensure on and off-the-job training are blended according to a training plan.
Recognise opportunities to increase sales, safety and treatment service capabilities and arrange relevant staff training.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise staff product and treatment supplier training to support the introduction of new equipment, products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate a mentor or supervisor to staff in training to ensure on and off-the-job training are blended according to a training plan.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resource and maintain work operations to support sales and service delivery.

  1. Maintain staff salaries and working conditions in line with current awards, legislation and organisational policies.
  2. Plan, allocate and maintain adequate resources and stock for optimum sales and service.
  3. Assess current workloads and allocate work to utilise strengths and attributes of individual team members.
  4. Regulate access to and use of treatment products to ensure waste minimisation for profitability and environmental sustainability.
  5. Establish and communicate systems for cleaning, storing and maintaining tools and equipment for optimum use and according to manufacturer instructions.
  6. Repair or replace faulty equipment as soon as practicable without disruption to service levels.
  7. Maintain accurate records for sales, service and operational issues.
Maintain staff salaries and working conditions in line with current awards, legislation and organisational policies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan, allocate and maintain adequate resources and stock for optimum sales and service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess current workloads and allocate work to utilise strengths and attributes of individual team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regulate access to and use of treatment products to ensure waste minimisation for profitability and environmental sustainability.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and communicate systems for cleaning, storing and maintaining tools and equipment for optimum use and according to manufacturer instructions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Repair or replace faulty equipment as soon as practicable without disruption to service levels.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain accurate records for sales, service and operational issues.

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. Develop and implement quality client service practices.

1.1.Develop policies and procedures, in line with organisation’s personal services values, for sales and quality treatment provision and communicate to staff.

1.2.Seek and use client feedback to improve sales and service and share information with staff.

1.3.Encourage staff to take responsibility for meeting client needs and to assist each other to achieve optimum service.

1.4.Monitor staff efficiency and service to ensure standards are met.

1.5.Resolve treatment and service related complaints referred by team members.

1.6.Assess effectiveness of client sales and service practices, including corrective actions.

1.7.Identify, in consultation with staff, systematic problems and adjust practices to improve service quality.

2. Maintain and improve sales and profits.

2.1.Price services based on hourly expenses, treatment time, target profit margin and analysis of client demographic.

2.2.Set, communicate, and regularly review staff product and treatment sales targets and periods.

2.3.Monitor progress towards targets, provide feedback on performance and encourage staff to increase their average client bill.

2.4.Implement staff incentive schemes to increase product sales and client re-booking.

3. Coordinate staff training and support.

3.1.Recognise opportunities to increase sales, safety and treatment service capabilities and arrange relevant staff training.

3.2.Organise staff product and treatment supplier training to support the introduction of new equipment, products and services.

3.3.Allocate a mentor or supervisor to staff in training to ensure on and off-the-job training are blended according to a training plan.

4. Resource and maintain work operations to support sales and service delivery.

4.1.Maintain staff salaries and working conditions in line with current awards, legislation and organisational policies.

4.2.Plan, allocate and maintain adequate resources and stock for optimum sales and service.

4.3.Assess current workloads and allocate work to utilise strengths and attributes of individual team members.

4.4.Regulate access to and use of treatment products to ensure waste minimisation for profitability and environmental sustainability.

4.5.Establish and communicate systems for cleaning, storing and maintaining tools and equipment for optimum use and according to manufacturer instructions.

4.6.Repair or replace faulty equipment as soon as practicable without disruption to service levels.

4.7.Maintain accurate records for sales, service and operational issues.

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. Develop and implement quality client service practices.

1.1.Develop policies and procedures, in line with organisation’s personal services values, for sales and quality treatment provision and communicate to staff.

1.2.Seek and use client feedback to improve sales and service and share information with staff.

1.3.Encourage staff to take responsibility for meeting client needs and to assist each other to achieve optimum service.

1.4.Monitor staff efficiency and service to ensure standards are met.

1.5.Resolve treatment and service related complaints referred by team members.

1.6.Assess effectiveness of client sales and service practices, including corrective actions.

1.7.Identify, in consultation with staff, systematic problems and adjust practices to improve service quality.

2. Maintain and improve sales and profits.

2.1.Price services based on hourly expenses, treatment time, target profit margin and analysis of client demographic.

2.2.Set, communicate, and regularly review staff product and treatment sales targets and periods.

2.3.Monitor progress towards targets, provide feedback on performance and encourage staff to increase their average client bill.

2.4.Implement staff incentive schemes to increase product sales and client re-booking.

3. Coordinate staff training and support.

3.1.Recognise opportunities to increase sales, safety and treatment service capabilities and arrange relevant staff training.

3.2.Organise staff product and treatment supplier training to support the introduction of new equipment, products and services.

3.3.Allocate a mentor or supervisor to staff in training to ensure on and off-the-job training are blended according to a training plan.

4. Resource and maintain work operations to support sales and service delivery.

4.1.Maintain staff salaries and working conditions in line with current awards, legislation and organisational policies.

4.2.Plan, allocate and maintain adequate resources and stock for optimum sales and service.

4.3.Assess current workloads and allocate work to utilise strengths and attributes of individual team members.

4.4.Regulate access to and use of treatment products to ensure waste minimisation for profitability and environmental sustainability.

4.5.Establish and communicate systems for cleaning, storing and maintaining tools and equipment for optimum use and according to manufacturer instructions.

4.6.Repair or replace faulty equipment as soon as practicable without disruption to service levels.

4.7.Maintain accurate records for sales, service and operational issues.

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

develop and document and overarching client service and complaint resolution policy

develop procedures for delivery of three specific and different treatments

take responsibility for managing all aspects of sales and service delivery over six, three hour work periods

across those work periods:

resolve any referred client complaints

collect and evaluate customer feedback from at least twelve clients

at the conclusion of the six work periods, determine and report on how sales and service practices could be improved

for two different personal services treatments and two associated products:

calculate and determine a profitable selling price

determine staff sales targets for a one month period and produce documents which clearly present targets

monitor staff sales data and performance and provide weekly feedback on progress towards target

identify training options provided by the suppliers

develop a staff incentive scheme to increase product and service sales

identify systems, that minimise down-time, for cleaning and maintaining equipment associated with the two treatments.

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

principles of quality client service

professional service standards expected of personal services personnel

format, contents and use of:

client service and complaint resolution policies and procedures

procedures for the delivery of specific treatments

sales target schedules

sales reports

methods to:

monitor adherence to client service standards and policies

collect client feedback

resolve treatment and service related complaints

for personal services businesses and the organisation in particular:

applicable industrial awards and working conditions

human, equipment and stock resources required to provide treatments relevant to the business type and how to effectively allocate these for service periods

typical volume of work and staffing levels required to effectively service clients

types of fixed and variable business costs

profit margins

sales targets for turnover and profit

methods to determine price structure for personal services treatments:

calculating fixed and variable business costs

calculating opening hours for business

determining average per hour seat or treatment area service time for clients

average treatment time to cover hourly expenses and achieve a profit

methods to determine staff sales targets in line with business turnover and profit objectives

format and content of sales and stock reports and use in analysing sales performance for individual staff members

staff incentive schemes used by personal services businesses

supplier and other options used to provide personal services staff with product, treatment, equipment, sales and safety training

systems for cleaning, storing, repairing and maintaining equipment used in the personal services industry.