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Evidence Guide: WRHSM501A - Manage hairdressing 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

 

WRHSM501A - Manage hairdressing services and sales delivery

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

Maintain and improve hairdressing services and sales delivery.

  1. Policies and procedures for services and sales delivery are implemented, communicated and reviewed on a regular basis.
  2. Customer feedback is sought and used to improve the provision of services and sales delivery.
  3. Resource allocation for quality client service provision is adequate and maintained in line with salon policy.
  4. Decisions to overcome problems and adjust service provision are made in consultation with the workplace team.
Policies and procedures for services and sales delivery are implemented, communicated and reviewed on a regular basis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer feedback is sought and used to improve the provision of services and sales delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resource allocation for quality client service provision is adequate and maintained in line with salon policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Decisions to overcome problems and adjust service provision are made in consultation with the workplace team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain and improve salon turnover and profit margin.

  1. Product and service pricing is set, based on analysis of the client age demographic, hourly expenses, seat time and target profit margin.
  2. Team and individual staff member's hairdressing services and retail sales target turnovers are set, monitored and reviewed regularly.
  3. Feedback is provided to individual staff members on progress towards targets and general sales and service performance.
  4. Staff members are encouraged to take responsibility for meeting client requirements and increasing their average client bill.
  5. Staff incentive and reward schemes to increase client re-booking are researched and implemented as appropriate to the salon.
Product and service pricing is set, based on analysis of the client age demographic, hourly expenses, seat time and target profit margin.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Team and individual staff member's hairdressing services and retail sales target turnovers are set, monitored and reviewed regularly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback is provided to individual staff members on progress towards targets and general sales and service performance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Staff members are encouraged to take responsibility for meeting client requirements and increasing their average client bill.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Staff incentive and reward schemes to increase client re-booking are researched and implemented as appropriate to the salon.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage contingencies.

  1. Technical and service-related complaints that have been referred by staff are addressed and resolved according to salon policy.
  2. Feedback on client satisfaction is sought and used to improve future operations and services.
  3. Corrective actions are monitored and evaluated for effectiveness and used for future operational planning.
Technical and service-related complaints that have been referred by staff are addressed and resolved according to salon policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback on client satisfaction is sought and used to improve future operations and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Corrective actions are monitored and evaluated for effectiveness and used for future operational planning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate the supply of product.

  1. Cost, supply and payment arrangements with product suppliers are negotiated and implemented according to salon policy and communicated with relevant staff.
  2. Records of suppliers and stock are monitored for accuracy and legibility, and action is taken where necessary.
  3. Factors affecting the supply of stock are identified and immediate corrective action is taken where actual problems with supply are indicated.
  4. New suppliers and products are identified and developed to maintain and improve the salon sales and services range.
Cost, supply and payment arrangements with product suppliers are negotiated and implemented according to salon policy and communicated with relevant staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records of suppliers and stock are monitored for accuracy and legibility, and action is taken where necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Factors affecting the supply of stock are identified and immediate corrective action is taken where actual problems with supply are indicated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

New suppliers and products are identified and developed to maintain and improve the salon sales and services range.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordinate staff training and support.

  1. Staff technical and product training is negotiated with suppliers and educators to support the introduction of new products and services.
  2. Opportunities to increase the sales, safety and technical or customer service capabilities of members of the staff team are noted and relevant training is arranged.
  3. Apprentices are allocated a workplace mentor/supervisor to ensure on-the-job and off-the-job training occurs according to a predetermined training plan.
Staff technical and product training is negotiated with suppliers and educators to support the introduction of new products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to increase the sales, safety and technical or customer service capabilities of members of the staff team are noted and relevant training is arranged.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apprentices are allocated a workplace mentor/supervisor to ensure on-the-job and off-the-job training occurs according to a predetermined training plan.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide a harmonious and productive working environment.

  1. Sufficient supply of stock is maintained to support services and sales delivery and meet customer requirements.
  2. Access to and use of professional products are regulated to minimise waste.
  3. Staff salaries and working conditions are maintained in line with current awards, legislation and salon policies.
  4. Team members are encouraged to assist one another to achieve optimum service levels according to workplace procedures.
  5. Tools and equipment are cleaned, stored and maintained according to relevant legislative requirements, and recommended schedules and procedures.
  6. Faulty equipment is replaced or repaired as soon as practicable and with minimum disruption to the work of the team.
  7. Complete and accurate records are maintained and made available to authorised personnel.
Sufficient supply of stock is maintained to support services and sales delivery and meet customer requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access to and use of professional products are regulated to minimise waste.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Staff salaries and working conditions are maintained in line with current awards, legislation and salon policies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Team members are encouraged to assist one another to achieve optimum service levels according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tools and equipment are cleaned, stored and maintained according to relevant legislative requirements, and recommended schedules and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Faulty equipment is replaced or repaired as soon as practicable and with minimum disruption to the work of the team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete and accurate records are maintained and made available to authorised personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide describes the underpinning knowledge and skills that must be demonstrated to prove competence. It is essential for assessment and must be read in conjunction with the performance criteria, the range statement and the assessment guidelines of the relevant Training Package.

Overview of assessment

A person who demonstrates competency in this unit of competency will be able to integrate a full range of operational management strategies and tasks to maintain and improve hairdressing services and sales delivery in a hairdressing salon. They will develop strategies, communicate them to the salon team and create a productive work environment that offers a range of hairdressing products and services, along with a high level of customer service to clients. Demonstrated knowledge of sources of product supply, relevant hairdressing awards, relevant legislation and statutory requirements, and service and product pricing and stock control procedures is also required.

Specific evidence requirements

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

demonstrated ability to consistently maintain, monitor and evaluate service and sales delivery

consistent communication of service and sales targets/plans along with the provision of feedback on performance and outcomes to team members and/or individual staff

proactive implementation of strategies to improve service and sales delivery and outcomes

regular and accurate maintenance of records and interpretation of data on service and sales delivery

demonstrated ability to negotiate and arrange the supply of professional and retail products and goods according to workplace policy

demonstrated ability to use systems for maintaining, monitoring and evaluating the supply of stock

demonstrated ability to maintain systems for monitoring and organising staff training and development.

Context of assessment

For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include the hairdresser and/or an experienced person at the workplace.

Competency should be demonstrated in the workplace or a simulated workplace environment in a range of situations that may include client interruptions and involvement in other related activities normally expected in the workplace. For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package.

Specific resources for assessment

Competency for this unit should be assessed through access to:

a fully equipped and staffed working hairdressing salon or simulated salon environment

hairdressing products, tools and equipment

multiple clients with a diverse range of hairdressing services' requirements

information on professional hairdressing and retail hair care products and suppliers

relevant workplace documentation including:

awards

health regulations

occupational health and safety regulations

training agreements

workplace policies and procedures

a hard copy or electronic salon appointment and point-of-sale system.

Relationship to other units

This unit requires an assessment outcome that includes evidence of the ability to develop and integrate a full range of operational management strategies and tasks to maintain and improve hairdressing services and sales delivery in a hairdressing salon.

:

none.

:

none.

Method of assessment

The following assessment methods are suggested.

Observation of the learner performing a range of tasks in an actual or simulated salon environment, over sufficient time to demonstrate his/her handling of a range of contingencies. Tasks may include:

observation of the person integrating and applying the skills and knowledge described in this unit in the workplace.

Third-party reports from a supervisor.

Workplace project involving the collection and analysis of customer feedback.

Answers to specific questions about skills and knowledge.

Case studies related to specific service and sales scenarios.

Evidence required for demonstration of consistent performance

For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.

It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.

Evidence should be gathered as part of the learning process.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

Required Skills and Knowledge

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

Skills may include:

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

listening and questioning techniques

verbal and non-verbal communication skills

negotiation techniques

literacy skills with regard to:

researching, analysing and interpreting product and equipment information

preparing reports

documenting results

numeracy skills with regard to:

calculating fixed and variable costs

calculating team and individual target turnover

determining and monitoring stock level requirements

interpreting and maintaining data

resource planning skills

contingency planning skills

problem solving skills

staff training planning and organisational skills

record keeping skills.

Knowledge may include:

sources of product supply

range and availability of new products and services

salon policies and procedures in regard to:

sales and service delivery

supply specifications

quality assurance and control

stock maintenance and control

pricing

rostering staff

local health regulations

legislative requirements

occupational health and safety.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance.

The following variables 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. Bold italicised text from the performance criteria is detailed here.

Resource allocation may include:

hairdressers

apprentice hairdressers

salon assistants

stock range and levels

work stations

equipment

technology

financial resources.

Client age demographic must include:

1825

2535

3545

45+.

Hourly expenses must include:

a calculation based on the variable expenses and fixed costs, by the hours that the business is open.

Seat time and target profit margin must include:

the average time that a client is on a seat per hour in the salon

the average seat 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.

Technical and service-related complaints may include:

dissatisfaction with a service result

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 technical skills

dissatisfaction with an operator's attitude.

Workplace mentor/supervisor may include:

a more experienced hairdresser from the team

a team or salon manager

a salon owner/manager.

Complete and accurate records may include:

electronic records

hard copy records.