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COS2210 Client Services & Sales 1

Intermediate · 1 credit · HRH - Health, Recreation, and Human Services

Description
Students will demonstrate basic principles of client service, consultation and retail sales related to the various sectors of the cosmetology industry. Note: Course must be delivered and assessed by a certified journeyperson instructor if a hairstylist trade pathway is being followed.
Prerequisite
COS1010: Personal & Professional Practices

Outcomes The student will:

  • 1 identify and describe the various aspects of appropriate client service

    • 1.1 describe professional conversation and topics to avoid

    • 1.2 define rapport and how it is used to improve relations with others

    • 1.3 list and identify the factors that influence good human relations in the workplace

    • 1.4 describe and identify personality patterns and personality type indicators

    • 1.5 describe and demonstrate the procedures in greeting a client

    • 1.6 identify and describe the roles and responsibilities of management and personnel in cosmetology and esthetics related businesses; e.g., hairstylist, estheticians, wholesalers

  • 2 identify and demonstrate courtesy, attention, respect and efficiency (CARE) principles

    • 2.1 explain why service is important in the cosmetology industry

    • 2.2 distinguish between sales ability and the ability to provide service

  • 3 describe and demonstrate an appropriate client consultation

    • 3.1 explain the importance of an appropriate client consultation

    • 3.2 discuss appropriate legislation related to the Personal Information Protection Act (PIPA)

    • 3.3 develop client record system; e.g., name, address, birth date, type of service, previous appointments, release forms

    • 3.4 develop a procedure for a client consultation

    • 3.5 demonstrate a client consultation

  • 4 identify and demonstrate attention, interest, desire and action (AIDA) as it relates to sales and service practices

    • 4.1 explain the importance of client satisfaction to the success of a business

    • 4.2 explain the importance of record keeping to individual cosmetologists and to salon managers and operators

    • 4.3 describe the importance of services related to client building; e.g., appointments, telephone etiquette, sales receipts

  • 5 describe and demonstrate strategies designed to promote and achieve client satisfaction for retail selling and display merchandising

    • 5.1 identify and describe sales and service practices performed by salon personnel; e.g., cosmetologists, managers, operators, salon assistants, apprentices, receptionists

    • 5.2 distinguish among personal selling, retail selling and display merchandising

    • 5.3 describe and demonstrate promotional strategies that can be used by cosmetology businesses

    • 5.4 demonstrate personal selling, retail selling and display merchandising strategies

    • 5.5 identify and describe the roles and responsibilities of management and personnel in cosmetology related businesses; e.g., hairstyling or esthetic salons, wholesalers

    • 5.6 identify and demonstrate receptionist duties; e.g., rebooking clients, retailing, release forms, complying with PIPA, customer service, telephone etiquette

  • 6 demonstrate basic competencies

    • 6.1 demonstrate fundamental skills to:

      • 6.1.1 communicate

      • 6.1.2 manage information

      • 6.1.3 use numbers

      • 6.1.4 think and solve problems

    • 6.2 demonstrate personal management skills to:

      • 6.2.1 demonstrate positive attitudes and behaviours

      • 6.2.2 be responsible

      • 6.2.3 be adaptable

      • 6.2.4 learn continuously

      • 6.2.5 work safely

    • 6.3 demonstrate teamwork skills to:

      • 6.3.1 work with others

      • 6.3.2 participate in projects and tasks

  • 7 identify possible life roles related to the skills and content of this cluster

    • 7.1 recognize and then analyze the opportunities and barriers in the immediate environment

    • 7.2 identify potential resources to minimize barriers and maximize opportunities

Program of Studies 2010. Source document, © Alberta Education.