advise on beauty services workbook v1 jan 2011

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The Australasian College Nails. Beauty. Makeup. Hair

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Activity Work Book Advise on Beauty Services WRBCS306B V.1 Jan 2011

WRBCS306B

Advise on Beauty Services

Activity Work Book

DATE: ______________________________

STUDENT NAME: ______________________________

STUDENT ID: ______________________________

OUTCOME: ______________________________

ASSESSOR NAME: ______________________________

ASSESSOR SIGNATURE: ______________________________

STUDENT SIGNATURE: ______________________________

FEEDBACK:

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

______________________________________________________________________


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Learning activity A1.2

Think about the different cosmetic sections in a workplace and list them in the first column of

the table below. In the second column, list the variety of individual products you might find

in each section. An example is provided for you.

Cosmetic products

Cosmetic section Products within this section

Skincare moisturisers toners cleansers eye creams exfoliating products


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Think about the different types of beauty service provided in a workplace and list them in the

first column of the table below. In the second column, list the variety of specific services

within each category. Two types of service are already listed.

Beauty Services

Type of service Specific services

Facials

Manicures

Discuss your findings with your supervisor or trainer.


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Think about the sources of product and service knowledge and discuss these with yourcolleagues. List the products and services offered in a workplace in the first column of the

table below. In the second column, list the sources of knowledge about each one.

Product or service Source of information



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What do you look for when making a choice of cuticle cream, moisturising cream, eye make-

up remover or lipstick? Think about one type of product and list some of the factors you

would consider in making a decision to buy.


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Fill out the following summary sheet for three different brands of lipstick. Find out the

colours, ingredients and price of each brand.

Lipsticks

Brand name

Colours

Special ingredients

Price

From this sheet, and your knowledge of client needs, you can develop an understanding of

which product will appeal to different groups of clients. You can then apply this knowledge

when a client asks for advice on which lipstick to buy.

Asking appropriate questions to find out exactly why clients want to purchase a product

allows you to match products and services to client needs and wants effectively.


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Imagine you have a client who is getting married. She wants to enhance her eyelashes but is

not sure whether to have an eyelash tint or false eyelashes. The client generally prefers a

casual style and is going to a beachside resort for her honeymoon. Describe the advantages

and disadvantages of each of these options in the space below.

Eyelash tint

Advantages Disadvantages

False eyelashes

Advantages Disadvantages

Which treatment do you think the client would choose and why?

Discuss your suggestions with your supervisor or trainer.


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Select a product from Learning activity A1.2 and either describe how two different salons

might advertise or promote the product, or collect different examples of advertising for the

same product.

Salon 1


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Salon 2

List at least four things that would influence a client to buy the product or choose to have the

service from either of the salons you identified.



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Research the general client services offered by four different beauty businesses and list these

below. Ask your fellow students, trainer or supervisor for suggestions.

How important is each general client services you have identified in deciding whether to

purchase products or services from a beauty business? Score each general client service from

one to six, where one is extremely important and six is not important at all. An example is

given in the table below:

Rating of general client services

General client service Importance

rating

Buy one, get one free 2

Compare your research and scores with fellow students. You may find quite a difference in

the factors which people find appealing. This proves how important it is to provide a variety

of services and features to cater for all client types.


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List the general client services which you scored at 1, 2 or 3 and state why these are

important to you.

Discuss your high scoring factors with your fellow students, colleagues or trainer or

supervisor and explain why you feel certain services are more likely to influence clients.

Remember - clients have different needs and preferences and these change on a regular basis.

You need to monitor your clients needs and wants and the changing trends in the

marketplace constantly. Many different venues offer the same products and services at

competitive prices so you need to offer something extra to encourage clients to purchase their

products or services from you.


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Learning activity B1.1

Choose a particular skin or nail care product. Think about your own specific needs in each of

the six categories, described above, as you consider purchasing the product, then complete

the following table.

Needs analysis for __________________________________ (name of product)

Category Need

Safety

Performance

Appearance

Comfort

Economy

Durability

Once you have completed the table, discuss your needs with your fellow students, colleagues,

supervisor or trainer. Ask whether they agree with your findings, or if they consider other

features to be more important.


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Client expectationsExpectations of service play a major part in the decision making process of the client.


Imagine you are planning to visit Waxon, a new beauty salon in your area, to receive a leg

waxing treatment. Consider what expectations you have of the salon and the person who will

perform the leg waxing. List six of these expectations in the following table and give each

expectation a rank of one to six, with one being the most important and six the least important

expectation in the decision making process.

Client expectation Ranking (1 - 6)


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The following table shows a list of questions that you may ask a client. Write in the column

provided whether the question is open, closed or reflective.

Question Type of question

(open, closed or reflective)

Is this the first time you havepurchased eye cream?

Where did you see the advertisement for our free gift

with a purchase?

When did you first notice the defect in your spray

bottle?

Have you ever had your legs waxed?

You said that you were more than happy with this

brand. Would I be correct in saying that you would

prefer this same brand again?

Is this a gift for your son?

How much would you like to pay for a new fragrance?

You said that you were not satisfied with your lastmoisturiser. Could you tell me what you consider

important in a moisturiser?


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Learning activity C1.1

Select two of the following types of product, and if possible two slightly different lines orbrands, for example the most expensive night moisturising cream and a less expensive option

made by the same cosmetic firm:

cuticle cream skin tonic nail varnish eye cream night facial moisturising cream.Describe the features and benefits of each product and the type of client requirements and

preferences that each product would suit. Explain how you would promote each product to a

client.

Product type:

Brand or line A:

Features and benefits:

This product would suit a client with the following requirements and preferences:

I would recommend the product to the client by:


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Brand or line B:




Product type:

Brand or line A:





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Brand or line B:




Discuss your suggestions with your trainer or supervisor to check that you identified the

correct features and benefits, recommended the product for the appropriate client

requirements and preferences and that you used a suitable promotional strategy.


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Select two of the following types of services, and if possible two slightly different specific

services in each area - for example - nail services - acrylic nails or gel nails.

nail services make-up services pedicure services lash and brow services.Describe the features and benefits of each service or treatment and the type of client

requirements and preferences that each service would suit. Explain how you would promote

each service a client.

Specific service A:


This service would suit a client with the following requirements and preferences:

I would recommend the service to the client by:

Specific service B:





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Specific service C:




Specific service D:




Discuss your suggestions with your trainer or supervisor to check that you identified the

correct features and benefits, recommended the service for the appropriate client

requirements and preferences and that you used a suitable promotional strategy.


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Role play recommending and presenting a product with a fellow student, colleague or yourtrainer or supervisor and ask them to give you feedback on your demonstration and

explanation techniques. Summarise the feedback below.

Elements of the role play: Feedback received:

Presentation of products

Introduction to products

Explanation of features

Explanation of benefits

Response to questions

Discuss the feedback with your supervisor or trainer.


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Identify four products. List the basic and specialised knowledge for each product in the tablebelow. Select the product knowledge for each item that you consider to be the most important

when giving advice to clients.

Specialised knowledge of products

Product name Basic product knowledge Specialised product knowledge


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What steps should you take to ensure that you comply with all the relevant legislation when

recommending and demonstrating products and services?

Ask your trainer or supervisor to check your responses and discuss the effect of these laws

and regulations on your role when advising clients about beauty products and services.


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How can you verify second-hand knowledge to ensure that the information is accurate?

Anecdotal information, that is information passed on in conversation with colleagues and

clients, is a useful source of specialist product and service knowledge. You need to use your

own professional judgement in choosing whether to accept and use anecdotal comments.

List the different ways you can think of to verify second-hand knowledge.

Discuss your responses with your trainer or supervisor as they may be able to give additional

ways to verify information.



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In the following table, write down how you would advise a client and demonstrate the use of

products and services. Imagine that the client has no prior knowledge of the product or

service.

Product 1 Question Answer

Eye cream Why do people use eye cream? Eye cream is specifically designed to

suit the delicate skin around your

eyes which tends to be drier and

finer therefore requiring a specialist

product.

Is it advisable to use a normal eye

cream if I have combination skin?

Why/why not?

Do I need to use it at night?

Why/why not?

How would you demonstrate this product?


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Product 2 Question Answer

Concealer Do I put it on before or after

foundation?

Do I ever need to put it on again

during the day?

Why is it necessary to use if I

already use foundation?

How would you demonstrate this product?

Service 1 Question Answer

Leg waxing Is it a safe procedure?

How soon will the hairs grow

back?

When can I return for another

service?

How would you demonstrate this service?


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Service 2 Question Answer

Eyelash tint Will the tint product affect my

eyes?

How long will it last?

Is there a better way to enhance

my eyelashes?

How would you demonstrate this service?

Consult with your trainer or supervisor to ensure that your answers to the questions are

appropriate. Note below any suggested changes.


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Read the following case studies and describe the additional questions you would ask and

exactly what product or service advice you would offer, and why.

Case study 1

Janelle approached a client in the cosmetics section and asked if she could assist her.

Yes. I need a hand cream because I have really dry skin and its flaky as well. What sort

of creams do you recommend?'

Janelle notices that the client's hands are dry. She also notices redness on the palms and

some areas of broken skin.

Additional questions:

Product or service advice:


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Case study 2

Toni welcomed her client into the treatment room.

I am so sick of my chipped nails, complained theclient. I wear nail varnish all the timebut they just get worse and worse. What should I do?

Toni observed that her client's nails, which appeared chipped, were also very short and

brittle.


Product or service advice:


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Case study 3

David listened carefully to his client as she described the skin care range she has been

using.

The eye cream seemed to dry my skin out rather than moisturise it and my nose and chin

feels really greasy after using the night moisturiser I was recommended. What do you

think I should do?


Product and service advice:

Discuss your answers with your trainer or supervisor.


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What steps have you taken to increase and maintain your product knowledge? What actions

do you plan to take in the future to ensure that you continue to improve your ability to advise

clients professionally?

Write down the steps you have taken and what you intend to do in the future to enhance your

product knowledge.

An example is given to get you started:

I have started to read trade articles and increase my product knowledge.

Areas where Iwill attempt to change in the future.I will remember to practise using lots of open questions.

Discuss these plans with your trainer or supervisor.

advise on beauty services workbook v1 jan 2011

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