Unit of competency details

SIBXPSM502A - Manage treatment services and sales delivery (Release 2)

Summary

Releases:
ReleaseStatusRelease date
2 (this release)Current 12/Dec/2011
(View details for release 1) Replaced09/Dec/2010

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by SHBXPSM002 - Manage treatment services and sales deliveryNot Equivalent • Unit updated to meet the Standards for Training Packages. • Performance criteria re-ordered and rationalised to remove duplication.• Knowledge evidence changed substantially to better target what is required. 30/Mar/2016

Training packages that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  09/Dec/2010 
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Modification History

Not applicable.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to maintain and improve the delivery of treatment services and associated sales in a personal services environment. It describes the function of managing optimum staff treatment performance, product sales, and managing product and equipment development.

Application of the Unit

This unit applies to personal services businesses, such as beauty salons, hairdressing salons, nail salons and spas.

Personal services managers may also be small business owners, and are required to apply initiative and judgement across a broad range of management functions.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Nil

Employability Skills Information

This unit contains employability skills

Elements and Performance Criteria Pre-Content

Elements and Performance Criteria

Element 

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 Maintain and improve treatment services and sales delivery.

1.1 Communicate, implement and regularly review policies and procedures for treatment services and sales delivery.

1.2 Seek and use customer feedback to improve the provision of treatment services and sales delivery.

1.3 Plan and implement an adequate resource allocation  for treatment service provision in line with salon policy.

1.4 Consult with and involve the workplace team in taking decisions to overcome problems and adjust treatment service provision.

2 Maintain and improve salon turnover and profit margin.

2.1 Set product and service pricing based on analysis of client age demographic, hourly expenses, seat or treatment area time and target profit margin .

2.2 Set, monitor and regularly review team and individual staff member s services and retail sales target turnovers .

2.3 Provide feedback  to individual staff members on progress towards targets and general sales and treatment service performance.

2.4 Encourage staff members to take responsibility for meeting client requirements and increasing their average client bill.

2.5 Research and implement staff incentive and reward schemes to increase client re-booking as appropriate to the salon.

3 Manage contingencies.

3.1 Address and resolve treatment and service-related complaints  that have been referred by staff according to salon policy.

3.2 Seek and use feedback on client satisfaction to improve future operations and services.

3.3 Monitor and evaluate corrective actions for effectiveness and use for future operational planning.

4 Coordinate staff training and support.

4.1 Negotiate staff product and treatment training with suppliers and educators to support the introduction of new equipment, products and services.

4.2 Recognise opportunities to increase the sales, safety  and treatment service capabilities of members of the staff team and arrange relevant training.

4.3 Allocate a workplace mentor or supervisor  to staff undertaking training to ensure on-the-job and off-the-job training and practice occur according to a predetermined training plan.

5 Provide a harmonious and productive working environment.

5.1 Maintain sufficient supply of stock to support services and sales delivery and meet customer requirements.

5.2 Regulate access to and use of professional products that minimise waste and support organisation s environmental sustainability targets.

5.3 Maintain staff salaries and working conditions in line with current awards, legislation and salon policies.

5.4 Encourage team members to assist each another in achieving optimum service levels according to workplace procedures.

5.5 Establish, promote and maintain workplace programs for cleaning, storing and maintaining tools and equipment according to relevant legislative requirements and manufacturer specifications.

5.6 Replace or repair faulty equipment as soon as practicable and with minimum disruption to the work of the team.

5.7 Maintain complete and accurate records  and provide access to authorised personnel.

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills 

The following skills must be assessed as part of this unit:

  • communication skills that take into account the culture, background and abilities of suppliers, staff and clients, while demonstrating communication techniques, including:
  • listening and questioning techniques
  • verbal and non-verbal communication skills
  • negotiation techniques
  • literacy skills to:
  • research, analyse and interpret product and equipment information
  • prepare reports
  • document results
  • numeracy skills to:
  • calculate fixed and variable costs
  • calculate team and individual target turnover
  • determine and monitor stock level requirements
  • interpret and maintain data
  • record-keeping skills relating to:
  • product suppliers
  • stock
  • technology skills to use salon business and marketing software as planning and evaluation tool
  • contingency planning skills to:
  • service casual clients
  • evaluate corrective actions taken for effectiveness and apply to future service planning
  • problem-solving skills to deal with unresolved treatment and service-related complaints that are referred on by team members
  • planning and organising skills to:
  • train staff to:
  • enhance staff existing treatment and service capabilities
  • support the introduction of new equipment, products and services
  • keep records
  • plan resources to roster staff to service treatment booking
  • technology skills to use salon business software for research, planning and evaluation.

Required knowledge 

The following knowledge must be assessed as part of this unit:

  • hourly expenses for the business
  • seat or service area time and target profit margin as described in the range statement, in the context of the particular business
  • range, availability and environmental impact of new products and services
  • salon policies and procedures in regard to:
  • sales and service delivery
  • environmental sustainability
  • quality assurance and control
  • stock maintenance and control
  • pricing
  • rostering staff
  • local health regulations
  • legislative requirements relating to occupational health and safety.

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

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

Evidence of the following is essential:

  • maintaining, monitoring and evaluating service and sales delivery
  • communicating treatment service, and sales plans and targets, along with providing feedback on performance and outcomes to the team and individual members
  • proactively implementing strategies to improve service and sales delivery and outcomes
  • regularly and accurately maintaining records and interpreting data on service and sales delivery
  • negotiating and arranging the ongoing supply of professional and retail products and goods according to workplace policy
  • using systems for:
  • maintaining, monitoring and evaluating the supply of stock
  • monitoring and organising staff training and development.

Context of and specific resources for assessment 

Assessment must ensure:

  • that competency is consistently demonstrated over a period of time, over a range and variety of complex tasks/projects and situations and observed by the assessor or the technical expert working in partnership with the assessor as described in the Assessment Guidelines
  • that competency is demonstrated in the workplace or a simulated workplace environment in a range of situations which may include client interruptions and involvement in other related activities normally expected in the workplace.

Assessment must ensure access to:

  • multiple clients with a diverse range of beauty or hairdressing services requirements
  • information on professional and retail products and suppliers
  • appropriate text and online resources
  • electronic salon appointment, point-of-sale and client record system
  • relevant workplace documentation, including:
  • awards
  • health regulations
  • occupational health and safety regulations
  • training agreements
  • workplace policies and procedures.

For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package.

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:

  • direct observation of learners performing a range of tasks in an actual or simulated salon environment, over sufficient time to demonstrate handling of a range of contingencies, including observing the person integrating and applying the skills and knowledge described in this unit in the workplace
  • a portfolio of evidence demonstrating the planning, implementation and evaluation of workplace strategies designed to improve service and sales levels, including the collection and analysis of customer feedback
  • case studies related to specific service and sales scenarios
  • third-party reports from technical experts
  • written and oral questioning appropriate to the language and literacy level of the learner, to assess the required skills and knowledge of this unit.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

  • SIBXPSM501A Lead teams in a personal services environment.

Range Statement

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, if used in the performance criteria, is detailed below. Essential operating conditions that 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) may also be included.

Resource allocation  may include:

  • staff
  • stock range and levels
  • workstations
  • equipment
  • technology
  • financial resources.

Client age demographic  may include:

  • 18-25
  • 25-35
  • 35-45
  • 45+.

Hourly expenses  must include:

  • variable expenses
  • fixed costs
  • hours that the business is open.

Seat or treatment area time and target profit margin  must include:

  • average time that a client occupies a seat or individual treatment area per hour in the service environment
  • the average seat or individual treatment area 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.

Treatment and service -related complaints  may include:

  • dissatisfaction with a service result
  • adverse treatment results
  • 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 treatment skills
  • dissatisfaction with an operator's attitude.

Sales  may include:

  • treatment services
  • retail sales.

Safety  may include:

  • operator safety
  • client safety
  • environmental safety practices.

Workplace mentor or supervisor  may include:

  • more experienced operator from the team
  • team or salon manager
  • salon owner/manager.

Complete and accurate records  may include:

  • electronic records
  • hard copy records.

Unit Sector(s)

Cross-Sector

Competency Field

Personal Services Management

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