Unit G 21 037 Provide hairdressing consultation services

Unit G 21 (037): Provide hairdressing consultation services Session 2

Services in your salon What are the services in provided in your salon?

Acts and Regulations • With all the services you provide in your salon and all the products you use or sell there acts and regulations that have to be adhered to. • Work in pairs and find out using books or internet the main points within each legislation/act and how they affect us.

Acts and Regulations • • • Sale and Supply of Goods Act 1994 The Sale and Supply of Goods to Consumers Act 2002 The Consumer Protection Act 1987 General Products Safety Regulations 2005 The Data Protection Act 1998 The Trades Description Act 1968

Acts and Regulations • The Sale and Supply of Goods Act

Acts and Regulations • Consumer Protection Act 1997 • General products safety regulations 2005

Acts and Regulations • Trades Descriptions Act

Data Protection

Features and benefits of services and products • • Features - something about the product or services/characteristics. Benefits - what it will do/is good for advantages for the client. Write down a product and a service from your salon and give examples of the above for each. When you have finished you can swap with a partner and see if they agree with your answers.

Referring clients to other salons • All salons differ in the services they offer. • What services does your salon NOT carry out that you could refer? • Where would you refer them to?

Rules of confidentiality • What are your rules of confidentiality?

Rules of confidentiality • • Do not reveal clients information to others Why? Damage will be caused to professional image How? Loss of clients What will this mean? Potential legal action

Pricing structure • • Depends on costing of various expenses. Experience of stylists. Reduced rate for training nights. Calculate clients bill so she knows the cost of the service but never quote until you are sure of the prices.

Method of calculating charges of service • • Identify service client requires. Identify charge by appropriate member of staff. If not sure confirm with colleague. Ensure all services are included in charge.

Importance of effective Communication • Give accurate information • To clarify the information they have been given • To enable service to be carried out • To establish roles responsible of others within the service

Vocabulary • Use level of voice to suit client. • Use expressions containing non technical language. • Don’t use jargon when client wont understand.

How to adapt vocabulary • • Keep to subject. Pronounce words correctly. Adapt language style to suit client. Allow others the opportunity to share their views.

How to show you are listening • • Maintain eye contact Respond to comments Respond to body language Ask relevant questions

Identify what a client wants • • Assessment of client needs by questioning Using different questioning techniques Clarifying clients requests Communication and listening techniques

Questioning the client • Consultation When? Why? How? • Questioning techniques answers recorded? What type? • Open/closed questioning • Clarification • Communication Where are

How would you identify the clients intentions

How do you move a discussion forward • • • Stick to the subject matter eg Talking about clients cut Summarise the points made ‘so Janet you would like your hair cutting shorter into a funky style like the picture you have shown me’ Develop those points further ‘do you want me to leave the fringe slightly longer than the picture’ or ‘this cut would look even more funky with some copper highlights in, what do you think? ’

Advise and consult with clients • • Always remember your legislations Recommend products you have knowledge of Complete good consultation Complete record cards Discuss costing prior to treatment Communication ALWAYS WEAR YOUR SMILE