- SIRXRPK002A - Recommend hair, beauty and cosmetic products and services
Recommend hair, beauty and cosmetic products and services
This unit applies to frontline service personnel who provide involves the application of specialised product knowledge to provide accurate advice to customers and other sales staff on hair, beauty and cosmetic products. It requires sales and service team members to apply a depth of specialist or general product knowledge and a need for experience and skill in offering advice to customers.
Elements and 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.
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
store policy and procedures in regard to:
sales and customer service
methods of dealing with special needs and requests of customers
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 TrainingÂ 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
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:
application procedures and techniques
benefits and effects of various products
method of production
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
hair and beauty shows
designated staff members.
Comparisons between products and services may relate to:
features and effects of products and services
method of application
storage requirements and shelf life.
Product range may include:
hair products such as:
shampoos and conditioners
styling aids such as mousses, gels and hairsprays
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
lash curlers, artificial lashes, tweezers
containers and trays, make-up boxes
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
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:
hazardous substances and dangerous goods
Trade Practices and Fair Trading Acts
Therapeutic Goods Act
industry codes of practice
pricing procedures, including GST requirements.
Store policy and procedures in regard to:
selling hair, beauty and cosmetic products
interacting with customers
Follow-up may include:
contact by store representative
return appointments for the customer.
Retail Product Knowledge
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.