SHBHIND003 — Develop and expand a client base
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What an assessment for SHBHIND003 must cover
63 assessable components: 3 elements (18 performance criteria), 14 performance evidence and 26 knowledge evidence requirements, plus 5 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Promote products and services.
- 1.1Take opportunities to build business by developing relationships with new and prospective clients.
- 1.2Establish rapport and express a genuine interest in client needs and requirements.
- 1.3Maintain professional ethics with clients to promote salon image and credibility.
- 1.4Clarify client needs and preferences to maximise sales opportunities.
- 1.5Maximise sales opportunities by promoting new and additional products and services beneficial to clients.
- 1.6Give clients space and time to evaluate purchase and service decisions, while using time to maximum advantage for client and salon.
2 Build a return client base.
- 2.1Provide prompt service to clients to meet identified needs, according to client service standards.
- 2.2Enhance customer commitment, trust and credibility of salon by delivering professional technical and personal service.
- 2.3Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services.
- 2.4Use customer observation and feedback to evaluate products, services and promotional initiatives and identify changes in client needs and expectations.
- 2.5Enhance team effectiveness by sharing market, product and service knowledge with colleagues.
- 2.6Suggest product and service adjustments to meet changing client needs.
- 2.7Participate in setting salon and personal targets and regularly monitor personal progress towards achievement.
3 Manage and use information about clients.
- 3.1Determine and record client information to provide personalised service.
- 3.2Explain benefits and conditions of loyalty programs to eligible clients.
- 3.3Assist clients with loyalty program enrolment.
- 3.4Process loyalty program documentation, according to organisational procedures.
- 3.5Promote enhanced products and services based on client data and their eligibility under loyalty program guidelines.
Performance evidence
- Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
- proactively promote these types of hair products and services to clients:
- hair and scalp treatments
- new haircut designs
- home hair care products
- loyalty programs
- rebooking services
- research two new products and two new services using at least two of the following methods:
- reading trade, hair and fashion magazines
- attending trade shows and industry product launches
- reading product and service information
- obtaining information from professional industry associations
- discussions with colleagues
- share the information collected with colleagues, through informal discussions.
Knowledge evidence
- Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
- full details of the salon’s:
- products and services range
- client loyalty programs
- client management database
- role of hairdressers and barbers in maximising business performance through effective sales and promotion
- different client types and their product and service preferences
- professional ethics for promoting hair products and services:
- honesty about ability of products and services to meet client preferences and needs
- using positive statements
- using confirmed appraisals of the efficacy of products and services
- ways of presenting and promoting products and service to meet different client communication styles
- sales techniques:
- opening techniques
- recognising buying signals
- strategies to focus customer on specific products and services
- selling add ons and complementary products
- overcoming customer objections
- closing techniques
- methods used to research new products and services:
- reading trade, hair and fashion magazines
- attending trade shows and industry product launches
- reading product and service information
- obtaining information from professional industry associations
- discussions with colleagues
- organisational client service policies and procedures.
Foundation skills
- Reading skills: research and interpret unfamiliar documents about new and emerging hair products and services.
- Oral communications skills: ask open and closed probe questions and actively listen to determine and meet customer preferences interact with and engage clients in discussions to build rapport and relationships.
- Numeracy skills: analyse sales data to set and monitor sales targets.
- Initiative and enterprise skills: proactively seek opportunities to improve sales and service delivery and profitability.
- Technology skills: use the system functions of client management and loyalty databases.
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing SHBHIND003
What does an assessment tool for SHBHIND003 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SHBHIND003 needs to address all 63 unit components: 3 elements with 18 performance criteria, 14 performance evidence requirements, 26 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for SHBHIND003?
Auditori pulls the current release of SHBHIND003 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SHBHIND003 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing SHBHIND003 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SHBHIND003, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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