SHBXPSM002 — Manage treatment services and sales delivery
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What an assessment for SHBXPSM002 must cover
63 assessable components: 4 elements (21 performance criteria), 12 performance evidence and 24 knowledge evidence requirements, plus 6 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 Develop and implement quality client service practices.
- 1.1Develop policies and procedures, in line with organisation’s personal services values, for sales and quality treatment provision and communicate to staff.
- 1.2Seek and use client feedback to improve sales and service and share information with staff.
- 1.3Encourage staff to take responsibility for meeting client needs and to assist each other to achieve optimum service.
- 1.4Monitor staff efficiency and service to ensure standards are met.
- 1.5Resolve treatment and service related complaints referred by team members.
- 1.6Assess effectiveness of client sales and service practices, including corrective actions.
- 1.7Identify, in consultation with staff, systematic problems and adjust practices to improve service quality.
2 Maintain and improve sales and profits.
- 2.1Price services based on hourly expenses, treatment time, target profit margin and analysis of client demographic.
- 2.2Set, communicate, and regularly review staff product and treatment sales targets and periods.
- 2.3Monitor progress towards targets, provide feedback on performance and encourage staff to increase their average client bill.
- 2.4Implement staff incentive schemes to increase product sales and client re-booking.
3 Coordinate staff training and support.
- 3.1Recognise opportunities to increase sales, safety and treatment service capabilities and arrange relevant staff training.
- 3.2Organise staff product and treatment supplier training to support the introduction of new equipment, products and services.
- 3.3Allocate a mentor or supervisor to staff in training to ensure on and off-the-job training are blended according to a training plan.
4 Resource and maintain work operations to support sales and service delivery.
- 4.1Maintain staff salaries and working conditions in line with current awards, legislation and organisational policies.
- 4.2Plan, allocate and maintain adequate resources and stock for optimum sales and service.
- 4.3Assess current workloads and allocate work to utilise strengths and attributes of individual team members.
- 4.4Regulate access to and use of treatment products to ensure waste minimisation for profitability and environmental sustainability.
- 4.5Establish and communicate systems for cleaning, storing and maintaining tools and equipment for optimum use and according to manufacturer instructions.
- 4.6Repair or replace faulty equipment as soon as practicable without disruption to service levels.
- 4.7Maintain accurate records for sales, service and operational issues.
Performance evidence
- develop and document and overarching client service and complaint resolution policy
- develop procedures for delivery of three specific and different treatments
- take responsibility for managing all aspects of sales and service delivery over six, three hour work periods
- across those work periods: resolve any referred client complaints
- across those work periods: collect and evaluate customer feedback from at least twelve clients
- at the conclusion of the six work periods, determine and report on how sales and service practices could be improved
- for two different personal services treatments and two associated products: calculate and determine a profitable selling price
- for two different personal services treatments and two associated products: determine staff sales targets for a one month period and produce documents which clearly present targets
- for two different personal services treatments and two associated products: monitor staff sales data and performance and provide weekly feedback on progress towards target
- for two different personal services treatments and two associated products: identify training options provided by the suppliers
- for two different personal services treatments and two associated products: develop a staff incentive scheme to increase product and service sales
- for two different personal services treatments and two associated products: identify systems, that minimise down-time, for cleaning and maintaining equipment associated with the two treatments
Knowledge evidence
- principles of quality client service
- professional service standards expected of personal services personnel
- format, contents and use of: client service and complaint resolution policies and procedures
- format, contents and use of: procedures for the delivery of specific treatments
- format, contents and use of: sales target schedules
- format, contents and use of: sales reports
- methods to: monitor adherence to client service standards and policies
- methods to: collect client feedback
- methods to: resolve treatment and service related complaints
- for personal services businesses and the organisation in particular: applicable industrial awards and working conditions
- for personal services businesses and the organisation in particular: human, equipment and stock resources required to provide treatments relevant to the business type and how to effectively allocate these for service periods
- for personal services businesses and the organisation in particular: typical volume of work and staffing levels required to effectively service clients
- for personal services businesses and the organisation in particular: types of fixed and variable business costs
- for personal services businesses and the organisation in particular: profit margins
- for personal services businesses and the organisation in particular: sales targets for turnover and profit
- methods to determine price structure for personal services treatments: calculating fixed and variable business costs
- methods to determine price structure for personal services treatments: calculating opening hours for business
- methods to determine price structure for personal services treatments: determining average per hour seat or treatment area service time for clients
- methods to determine price structure for personal services treatments: average treatment time to cover hourly expenses and achieve a profit
- methods to determine staff sales targets in line with business turnover and profit objectives
- format and content of sales and stock reports and use in analysing sales performance for individual staff members
- staff incentive schemes used by personal services businesses
- supplier and other options used to provide personal services staff with product, treatment, equipment, sales and safety training
- systems for cleaning, storing, repairing and maintaining equipment used in the personal services industry
Foundation skills
- Reading skills to:: interpret complex information about industrial awards and working conditions.
- Writing skills to:: develop and document comprehensive customer service policies and procedures using language easily understood by all staff.
- Oral communication skills to:: ask open and closed probe questions and actively listen to clarify ambiguities and understand customer complaints resolve customer complaints in a professional and constructive manner.
- Numeracy skills to:: analyse complex sales and budgetary data to set staff sales targets, and to calculate fixed and variable costs to set profitable selling prices.
- Planning and organising skills to:: coordinate multiple and potentially competing operational priorities for a team.
- Initiative and enterprise skills to:: proactively seek opportunities to improve sales and service delivery and profitability.
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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Questions about assessing SHBXPSM002
What does an assessment tool for SHBXPSM002 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SHBXPSM002 needs to address all 63 unit components: 4 elements with 21 performance criteria, 12 performance evidence requirements, 24 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 SHBXPSM002?
Auditori pulls the current release of SHBXPSM002 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 SHBXPSM002 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing SHBXPSM002 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 SHBXPSM002, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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