Unit of competency Outline
Date retreived
24/07/2026 12:44 AM AWST
24/07/2026 12:44 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage treatment services and sales delivery
Manage treatment services and sales delivery
Unit of competency
National Code
SIBXPSM502A
SIBXPSM502A
State Code
D4802
D4802
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
03/05/2011
Field of Education
080501 - Sales
Original Release Date
03/05/2011
Nominal Hours
54
Description
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.
Notes
Elements and Performance Criteria
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.
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.
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.
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.
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.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWX94 | SHBXPSM002 | Manage treatment services and sales delivery | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S782 | SIB50210 | Diploma of Salon Management | Qualification |