COS3280 Client Services & Sales 2

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

Description: Students distinguish between sales and service techniques that encourage positive client responses and demonstrate effective sales and service techniques. Note: Course must be delivered and assessed by a certified journeyperson instructor if a hairstylist trade pathway is being followed.
Prerequisite: COS2210: Client Services & Sales 1

Outcomes The student will:

1 design a client survey and develop a client profile that identifies client demographics and level of satisfaction with the salon
- 1.1 create a tool to survey the demographics of clients; e.g., address, age
- 1.2 create a tool to survey the client’s level of satisfaction with the salon, considering:
  - 1.2.1 service
  - 1.2.2 attention
  - 1.2.3 friendliness
  - 1.2.4 cleanliness
  - 1.2.5 professionalism
- 1.3 analyze the data collected and prepare a report that includes recommendations for action
- 1.4 use the prepared report to develop a profile of clients who use the salon and include details of frequency of use and levels of client satisfaction
- 1.5 demonstrate service techniques that evoke positive responses in a client
2 develop and implement a plan to enhance client satisfaction and increase the sales of services, cosmetics and products for personal grooming
- 2.1 create a plan to increase the level and quality of sales and services offered to clients and to enhance the public image and appearance of the salon
- 2.2 describe and demonstrate techniques used to:
  - 2.2.1 close a sale
  - 2.2.2 offer reassurance and support for purchasing decisions
  - 2.2.3 address after-sale and follow-up services
  - 2.2.4 select and implement one or more parts of the plan
3 evaluate outcomes of the plan in relation to enhancing client satisfaction and increasing the sales of services, cosmetics and products for personal grooming
- 3.1 create a tool for evaluating each part of the plan
- 3.2 evaluate the plan in relation to:
  - 3.2.1 client satisfaction
  - 3.2.2 client use of salon
  - 3.2.3 sale of services
  - 3.2.4 sale of products
- 3.3 make appropriate changes, if required, to the plan
4 demonstrate basic competencies
- 4.1 demonstrate fundamental skills to:
  - 4.1.1 communicate
  - 4.1.2 manage information
  - 4.1.3 use numbers
  - 4.1.4 think and solve problems
- 4.2 demonstrate personal management skills to:
  - 4.2.1 demonstrate positive attitudes and behaviours
  - 4.2.2 be responsible
  - 4.2.3 be adaptable
  - 4.2.4 learn continuously
  - 4.2.5 work safely
- 4.3 demonstrate teamwork skills to:
  - 4.3.1 work with others
  - 4.3.2 participate in projects and tasks
5 create a transitional strategy to accommodate personal changes and build personal values
- 5.1 identify short-term and long-term goals
- 5.2 identify steps to achieve goals