Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to
Store policy and procedures in regard to:
selling hair/beauty/cosmetic products
product demonstration
Relevant sources of information may include:
store or supplier's product leaflets/manuals
fashion magazines
manufacturer's representatives
hair/beauty shows
Internet
customer feedback
designated staff members
Legislative requirements may include:
consumer law
environmental protection
occupational health and safety
industry codes of practice
waste disposal
pricing procedures including Goods and Services Tax (GST) requirements
Type of store may include:
pharmacy
department store
hairdressing or beauty salon
Store merchandise range may include:
hair products
beauty products
cosmetic products
Hair products may include:
hair colour
shampoos and conditioners
styling aids such as mousses, gels, hairsprays
hair ornaments
brushes, combs, blow dryers
Beauty products may include:
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 may include:
face and body make-up, pre make-up products and stabilizers
brushes, sponges
applicators
pallets
lash curlers, artificial lashes, tweezers
magnifying mirrors
containers/trays, make-up boxes
pencil sharpeners
Product information may include:
brand options
application procedures/techniques
benefits and effects of various products
customer personal requirements
guarantees
price
ingredients
Store service range may include:
product advice for home care treatments
hair, skin and nail care advice
colour coordination for hair and make-up products
advice on current fashion/trends, basic design elements
Knowledge of basic design elements may include:
line, direction, focal points, balance
camouflage of skin or hair faults
Customer requirements may include:
occasion eg, casual/professional/day/evening
colour preferences/style
durability/function/usage
cost
lifestyle
physical characteristics which may include allergic reactions, and/or a need or desire to use natural products
product preference
culture/ethnicity
Customer follow up may include:
contact by store representative
return appointments for the customer
Customers may include:
people with routine or special requests
people with special needs
regular and new customers
people from a range of social, cultural or ethic backgrounds and physical and mental abilities

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Continually updates and applies product knowledge to provide comprehensive advice to customers and staff.
Consistently applies store policies and procedures and industry codes of practice in regard to sales/customer service procedures.
Consistently advises customers and informs sales team members of skin and hair care essentials.
Consistently and accurately 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.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:


Store policies and procedures, in regard to:

sales/customer service
methods of dealing with special needs/requests of customers
customer complaints
store services and procedures
Store product range, including product types, properties, features, benefits and ingredients
Design principles, common face and body shapes and their application to store product range
Fashion trends relating to store product range
Store range of complementary products
Application methods where applicable, for store product range
Relevant legislation and statutory requirements
Relevant industry codes of practice
Relevant occupational health and safety legislation/regulations/codes of practice

Skills in:

Interpersonal communication skills
Handling customers with special needs, including difficult customers

Literacy skills in the following areas:

reading and understanding product information

Assessment process
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.

Integrated competency assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRSS15B can be assessed with other units that make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
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
occupational health and safety legislation/regulations/codes of practice
Access to an appropriate range of hair/beauty/cosmetic products
Access to a range of customers with different requirements

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Information on products and services needs to be communicated to customers and staff. (2)

Collecting analysing and organising information
Product information needs to be collected, analysed and organised. (2)

Planning and organising activities
Researching and making comparisons between products requires activities to be planned and organised. (2)

Working with others and in teams
Team work will be applied when working with others to gain product information. (2)

Using mathematical ideas and techniques
Calculating costs of products will require the use of mathematical ideas and techniques. (2)

Solving problems
Identifying customer requirements and determining suitable products will require problem solving skills. (2)

Using technology
Accessing product information through the Internet and computer requires the use of technology. (2)