Provide basic business support and services

URN: SKAHDBRBNS2
Business Sectors (Suites): Hairdressing and Barbering,Retail,Beauty therapy
Developed by: SkillsActive
Approved on: 30 Mar 2021

Overview

This standard coexists alongside, Implement and maintain safe, hygienic and effective working practices. This standard is for Hair and Beauty professionals providing basic business support and services to promote the smooth running of the business. The benefits are increased customer satisfaction and business growth. You will also be required to do a post procedure evaluation and reflection for continuous improvement. Users of this standard will need to ensure that their practices reflect up-to-date information and emerging technologies, policies, procedures and best practice guidance.

* The main outcomes are:*

  1. Assist in promoting products and services
  2. Attend /respond to customer enquiries
  3. Make appointments for services
  4. Handle payments from customers
  5. Assist with stock takes, ordering and deliveries
  6. Liaise with the team
  7. Handle paperwork and administrative tasks

Performance criteria

You must be able to:

Health and Safety

1.     maintain your responsibilities for health and safety in accordance with legislative requirements

Assist in promoting products and services

2.     provide clear information and deal with customer enquiries

3.     assist with promotional events/displays/social media posts

4.     inform customers of promotions

Attend /respond to customer enquiries

5.     attend to people in a polite manner

6.     identify the purpose of enquiries

7.     confirm appointments informing the relevant person

8.     refer enquiries which cannot be dealt with to the relevant person for action

9.     record messages and pass them to the relevant person in a timely manner

10.   provide clear information

11.   give confidential information only to authorised people

12.   balance the need to give attention to individuals whilst ensuring others are not left without attention

Make appointments for services

13.   deal with all requests for appointments

14.   identify customer requirements for the service requested

15.   confirm the customer has had relevant tests when scheduling appointments

16.   arrange for the customer to have relevant tests, when necessary, within the limits of your own authority

17.   schedule appointments in a way that satisfies the customer, the practitioner and ensure the most productive use of commercial time

18.   confirm that the appointment details are acceptable to the customer

19.   record appointment details to meet your organisation's requirements
Handle payments from customers

20.   calculate total charges for the customer

21.   inform customers of charges

22.   visually inspect purchases for condition and quality as they are processed for payment

23.   establish the customer's method of payment and acknowledge receipt of payments

24.   ensure accepted payments are correct

25.   record information about the sale to meet the organisation's requirements

26.   gain authorisation for accepting non-cash payments when the value exceeds the limit you are able to accept

27.   inform customers when authorisation cannot be obtained for non-cash payments

28.   identify and resolve, where possible, any discrepancies **in payments within the limits of your own authority

29.   refer payment discrepancies which you cannot resolve to the relevant person for action

30.   give the correct change and issue receipts when required by customers

31.   follow cash point security procedures at all times

32.   identify and report low levels of change in time to avoid shortages

Assist with restocking, stock takes, ordering and deliveries

33.   carry out stock take, re-stocking, stock rotation and maintenance

34.   record orders following the organisation's policies and procedures

35.   identify and resolve, where possible, any discrepancies which you cannot resolve to the relevant person for action

36.   research and assist with purchasing products, tools and  equipment in accordance with legislation and regulatory guidelines

37.   check off a delivery ensuring all items have been received and are of good condition

Liaise with the team

38.   take part in meetings

39.   take minutes of meetings

40.   inform staff members of customer arrival and assist in greeting and completing necessary paperwork

41.   undertake duties to help the smooth running of the business including housekeeping duties

Maintain administration and records

42.   carry out stationery stock take and order including consultations and customer record cards

43.   adhere to legislation related to personal data

44.   update social  media accounts under the direction of a senior member of staff, to include:

44.1 in accordance with cyber security and organisational policies and procedures

45.   follow/carry out risk assessments in accordance with legislative requirements and organisational policies and procedures


Knowledge and Understanding

You need to know and understand:

Health and Safety

1.     the health and safety responsibilities in accordance with legislative requirements

Assist in promoting products and services

2.     the importance of providing clear information when dealing with customer enquiries

3.     how to plan a promotional event/display/social media post

4.     how to promote and inform customers of promotions

 Maintain the reception/virtual reception

5.     your organisation's procedures for:

5.1 maintaining the reception/virtual reception  

5.2 customer care

6.     the limits of your authority when maintaining the reception/virtual reception

7.     how to maintain and rotate stock to meet the organisational requirements

8.     manual and digital booking services and technologies and who to refer software issues too

Attend to customers and make appointments for services

9.     the importance of effective communication has on the business reputation and success

10.   how and when to ask questions

11.   the importance to speak clearly in a way that promotes understanding

12.  how to show you are listening closely to what people are saying to you

13.   how to adapt what you say to suit different situations

14.   how to show positive body language

15.   the organisation's  procedures and limits of authority for:

15.1 maintaining confidentiality

15.2 taking messages 

15.3 making and recording appointments

15.4 carrying out tests

15.5 authorising non-cash payments when these are ‘over limit’

15.6 personal safety

15.7 dealing with suspected fraud

15.8 dealing with payments and discrepancies

15.9 reconcile credit notes and purchase ledger

16.    the importance of confirming and making appointments correctly

17.    the types of information required to make an appointment

18.    the importance of taking messages and passing them on to the right person in a timely manner

19.    who to refer to with different types of enquiries

20.    the person in your organisation to whom you should refer problems or issues that arise

21.    the importance of checking that customers have had tests for specific services

22.    the services available and their duration and cost

23.    the products available for sale and their cost

24.    the importance of maintaining customer interest through promotional activities and new technologies

25.    how to balance giving the correct amount of attention to individual customers whilst maintaining a responsibility towards other customers in busy trading periods

Handle payments from customers

26.    the digital payment portals, associated risks in accordance with legislative requirements and organisational policies and procedures

27.    common methods of calculating payments including point of sale technology and physical calculations

28.    how to keep cash and other payments safe and secure

29.    the types of payment that you are authorised to accept

30.    how to gain electronic authorisation for payment cards

31.    how to identify and deal with discrepancies

32.    how to deal with customers offering suspect tender or suspect non-cash payments

33.    consequences of failure to handle payments correctly

Assist with restocking, stock take, ordering and deliveries

34.     the principles on restocking, maintaining appropriate stock levels, rotating and managing stock, to include:

34.1 reference to shelf life and/or expiry dates

35.    how to record orders following the organisation's policies and procedures

36.    how to identify and resolve, where possible, any discrepancies which you cannot resolve to the relevant person for action

37.    the importance of researching and purchasing products, tools and  equipment in accordance with legislation and regulatory guidelines

38.    how to check off a delivery ensuring all items have been received and are of good condition

Liaise with team

39.    the importance of adhering to scheduled activities, rooming and equipment, to include:

39.1 how to deal with problems and who to refer too

40.    the importance of taking part in meetings

41.    how to take the minutes for a meeting

42.    how and when to inform staff members of customer arrival and assist in greeting and completing necessary paperwork

43.    the importance of being proactive and undertaking duties to help the smooth running of the business. including housekeeping duties

Maintain administration and records

44.    how to carry out stationery stock take and order including consultations and customer record cards

45.    the importance of maintaining customer confidentiality and data protection in accordance with legislative requirements

46.    how the update social  media accounts and create promotional posts

47.    the cyber security required in accordance with data legislation

48.    how to follow requirements set out within risk assessments


Scope/range

Enquiries

  1. in person
  2. by telephone
  3. digitally

Appointments

  1. in person
  2. by telephone
  3. digitally
  4. mobile apps
  5. social media

*Methods of payment

  1. cash
  2. card
  3. banking portal
  4. mobile apps
  5. social media
  6. non-cash payments
  7. credit notes

Scope Performance


Scope Knowledge


Values


Behaviours


Skills


Glossary


Links To Other NOS


External Links


Version Number

3

Indicative Review Date

31 Mar 2024

Validity

Current

Status

Original

Originating Organisation

SkillsActive

Original URN

SKACHB13

Relevant Occupations

Hairdressers and Related Occupations, Hairdressing and Barbering, Receptionist, Nail Technician, Beauty Therapist, Barber

SOC Code

6221

Keywords

basic business, support, services, reception, virtual reception, receptionist