Develop and expand a client base

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIHHIND304A, 'Develop and expand a client base'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Develop and expand a client base' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria


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.