“Providing Inclusive Education

in a Changing World”

Assessment Workbook for

Consultation and Client Care

Unit code:
CCC02
Student Name: Muriuki Mercy Wambui
Student ID Number: 120563
Centre Name: Nibs Technical College
Start Date:
Completion Date:

Consultation and Client Care 1

Unit Aim
The aim of this unit to provide Learners with the knowledge, understanding and skills to provide
effective consultations and client care.

Assessment Workbook Guidance

Achieving Knowledge and Understanding Learning Outcomes
You are required to evidence your knowledge and understanding against all Assessment Criteria in this
workbook. Space has been provided for you to record your responses to each Assessment Criteria.
If the space provided is not sufficient, please continue on a separate page and attach this evidence
to your workbook.

Achieving Practical Learning Outcomes and the Minimum Range

Your assessor will assess your performance of practical tasks by observing your activities. The
minimum number of competent assessments required for each Assessment Criteria in this unit is
three. You must provide a detailed account of the activities that took place for each assessment in the
Learner Activity Log section of this workbook. Your Assessor will also provide comments and sign off
to confirm the accuracy of your account in the space for Assessor comments.
Criteria may not always naturally occur during a practical observation. In such instances you will be
asked questions to demonstrate your competence. Your assessor will document that the criteria
that have been achieved through oral questioning. Your assessor will sign off this unit in the Unit
Declaration section of this workbook when all criteria have been competently achieved.

Minimum Range
All minimum ranges must be practically evidenced through direct observation. The minimum range is
indicated in each practical Learning Outcome. A checklist has been provided for you to record the date
of the assessment where the range has been observed.

2 Consultation and Client Care

 LO1 Know how to
communicate with clients
Knowledge
AC 1.1 
Outline forms of communication used with clients.

You must outline a minimum of two forms of communication used with clients.


1.Verbal communication this is the speaking manner and tone in a professional,

supportive, respectful and sensitive to clients.
2.Non-verbal-this doesn't use word of mouth they include eye contact,body
language,have good listening skills.

AC 1.2 State the importance of communicating and behaving in a professional manner.

You must state a minimum of 3 reasons it is important to communicate and behave in a

professional manner.

1.This helps with client recommendations and returning clients.

2.It helps in improving on the ambiance.
3.Helps improves the salon reputation.

AC 1.3 
Describe how to use consultation techniques to identify treatment/service
objectives.

You must describe how to use a minimum of 4 consultation techniques to identify

treatment and service objectives.
1.Listening-paying attention to the client's responses to ensure the therapist offers the
service needed and meets client's expectations.
2.Visual aids-this is the use of shade charts style books and use of collection of
pictures this helps give the client a better visual of what they want.
3.Questioning-the therapist uses open closed and probing questions to better
understand the client's needs and wants.
Consultation
4.Advice- the therapist gives advice to the client to achieve and Client
the desired Care and
results 3

give alternative options when necessary

 LO1 Know how to
communicate with clients
Knowledge
AC 1.4  tate the importance of using effective communication to identify individual client
S
needs, expectations and to support the client journey.
 ou must state a minimum of 3 reasons it is important to use effective communication
Y
to identify client needs and expectation.
1.To manage client expectations on desired outcomes -so as to avoid any
misunderstandings and ensure client satisfaction.
2.Ensuring satisfaction and how this can prevent dissatisfaction and prevents legal
actions on the salon or the therapist this might inflict bad reputations to the client.
3.Discussing client concerns -to ensure that the client is satisfied and comfortable
AC 1.5 Define the term ‘personal space’.

You must describe the term personal space.

This is the space between client and therapist and positioning of client should be a
suitable location for consultation and caters to the client's comfort and ensures client's
privacy.

AC 1.6 State the importance of providing clients with clear advice and recommendations.
You must state a minimum of 4 reasons it is important to provide clients with clear

advice and recommendations.

1.Returning clients -this ensures that the client is satisfied and returns to the salon
again after their service.
2.This prevents legal actions+that the salon or the therapist or employer may incur if
they give false recommendations.
3.This reduces or prevents financial penalties that may lead to loss of business.
4.Helps in increase of income due to return of clients and no financial penalties .

4 Consultation and Client Care

 LO2 Know how to consult
and advise clients
Knowledge
AC 2.1 
State the importance of completing client treatment/service records.

You must state a minimum of 4 reasons for completing client treatment/service records.


1.This improves the professional image.

2.This ensures correct use of products, equipment and tools.
3.This promotes achievement of desired outcome.
4.It can be used for future references.

AC 2.2 
Describe the information that is included on a record card.

You must describe a minimum of 6 types of client information included on a client


record card.

1.Personal details like their full name, address, telephone number,date of birth.
2.Their medical information like known allergies, regular medication.
3.Their treatment received to date in the spa .
4.Products used in previous and current treatment.
5.Current treatment aims and their outcomes.
6.Also their personal notes on likes and dislikes.
AC 2.3  Describe how client records are stored.

You must describe a minimum of 2 methods of storing client data/records.



1.They can be done on electronic devices like computers this is a safe method since it
can be backed up and easily accessible at any time.
2.By manual recording like use of files, consultation sheets this is also a safe and
secure way of storing.

Consultation and Client Care 5

 LO2 Know how to consult
and advise clients
Knowledge
AC 2.4 
Explain the factors that may restrict, prevent or affect the treatment/service.

You must explain a minimum of 3 factors that may restrict, prevent or affect the

treatment/service.

1.Existence of contra-indications such as recent cuts or bruises, excessive amount of

pustules this may affect since you don't want to worsen the condition and should refer
to a medical specialty.
2.Previous treatment or services if the client has undergone major cosmetic surgery
this may hinder because it needs time to recover and if tampered with may cause
AC 2.5 
accidents. State the importance of completing tests.

 You must
3.Lifestyle factors state
-this a minimum
may includeoftheir
2 reasons it is important
professional life ortodiet
complete tests.affect the
and can
results of the treatment.
1.To prevent any contra-actions and preserve the client's health, safety and
well-being of client
2.The invalidation of insurance policy if not carried out

AC 2.6 
State the importance of identifying and recording contra-indications.

You must state a minimum of 3 reasons to identify and record contra-indications.



1.To ensure the health, safety and well-being of client

2.To know if the treatment must be restricted or prevented to provide accurate
treatment
3.To provide a safe treatment for the client

6 Consultation and Client Care

 LO2 Know how to consult
and advise clients
Knowledge
AC 2.7 
State who to refer to for different contra-indications.

You must explain a minimum of 2 reasons it is important to refer a client


for medical advice.

1.Clients must obtain a diagnosis and advice from a qualified medical professional
example a general practitioner, trichologist or dermatologist
2.All potentially contagious conditions must be referred to avoid infecting others

AC 2.8 
State the importance of referring a client for medical advice.

You must state a minimum of 2 reasons it is important to maintain client confidentiality.



1.To enhance once professionalism

2.For client satisfaction

Consultation and Client Care 7

 LO2 Know how to consult
and advise clients
Knowledge
AC 2.9 
State the importance of client confidentiality.

You must outline a minimum of 2 types of legislation that affect how information is used

during client consultations..

1.Data protection act

2.Consumer legislation

AC 2.10 
Outline legislation that affects how information is used during client consultation.

1.Consumer legislation act

2.Data protection act

8 Consultation and Client Care

 LO3 Be able to consult
and advise clients
Practical

Assessment You must practically Assessment 1 Assessment 2 Assessment 3

Criteria (AC) demonstrate that you are able to: Date: Date: Date:
AC 3.1 Communicate in a manner that
builds confidence and trust and
maintains goodwill.
AC 3.2 Establish client requirements
for treatments/services and
products using appropriate
communication techniques.
AC 3.3 Complete consultation
documentation and client
records.
AC 3.4 Identify factors that may
restrict or prevent the choice
of treatments/services or
products.
AC 3.5 Advise the client on any factors
that may restrict, prevent or
affect the choice of treatment/
service or product.
AC 3.6 Provide the client with clear
recommendations for referral
when required.
AC 3.7 Recommend and agree a
service/treatment or product.

Consultation and Client Care 9

 LO4 Know how to evaluate the
quality of the consultation process
Knowledge
AC 4.1 
Describe how to review quality standards in the hairdressing and beauty sector.

You must describe a minimum of 3 quality standards and how these are applied

in the hairdressing and beauty sector.

1.Review and evaluation through feedback from clients using different methods in
order to promote high service standards
2.Improves client satisfaction and enhance client experience.
3.Ensures efficiency of work practices, continuous improvement of services

AC 4.2 
Explain the importance of reviewing the quality of the consultation process.

You must explain a minimum of 3 reasons it is important to review the quality of the

consultation process.

1.To enable the organization to understand client perception of challenges

2.To determine how effective customer service is within the organization and client
expectations
3.To enable identification of client improvement

AC 4.3 
Describe methods used to gain client feedback.

You must describe a minimum of 4 methods to gain client feedback.



1.Client consultation documentation

2.Comments box
3.Feedback survey
4.Suggestion boxes

10 Consultation and Client Care

 LO4 Know how to evaluate the
quality of the consultation process
Knowledge
AC 4.4 
Explain the importance of gaining feedback from clients on the quality of the
consultation service.
You must explain a minimum of 4 reasons it is important to gain feedback from clients

on the quality of the consultation service.

1.Client retention this may increase the income revenue of the salon
2.Improves client satisfaction
3.Influence innovation and changes to consultation for treatment and services
4.Clients feel valued and hence making them return or refer clients to the spa.

Consultation and Client Care 11

 LO5 Be able to evaluate
the effectiveness of the
consultation process
Practical
Assessment You must practically Assessment 1 Assessment 2 Assessment 3
Criteria (AC) demonstrate that you are able to: Date: Date: Date:
AC 5.1 Collect client feedback on the
quality of the consultation
process.
AC 5.2 Review client feedback on
the quality of the consultation
process.
AC 5.3 Provide justified
recommendations for
improvement of the consultation
process based on client
feedback.

12 Consultation and Client Care

 Learner Activity Log
This section is for you to complete with the details of the activities you have
been assessed on and any additional evidence e.g., photographs, written
client feedback or witness testimonies. You must provide detailed accounts
of the activities undertaken for assessment.

TOP TIPS

Ensure the dates of your

Learner Activity Log match your
assessment dates

Ensure your Learner Activity Logs

provide a clear description of the
activities you have carried out

Ensure you add additional

evidence to each activity log,
this could be photographs, client
feedback or witness testimonies

Consultation and Client Care 13

 Learner Activity Log
Assessment 1 Date:

Assessor Comments:

14 Consultation and Client Care

 Learner Activity Log
Additional evidence:

Consultation and Client Care 15

 Learner Activity Log
Assessment 2 Date:

Assessor Comments:

16 Consultation and Client Care

 Learner Activity Log
Additional evidence:

Consultation and Client Care 17

 Learner Activity Log
Assessment 3 Date:

Assessor Comments:

18 Consultation and Client Care

 Learner Activity Log
Additional evidence:

Consultation and Client Care 19

 Unit completion declaration
I certify that the evidence submitted Learner signature: Date:
for this unit is my own. I understand
that false declaration is a form of
malpractice.
I certify that the work submitted for this Assessor signature: Date:
unit is that of the Learner stated.
I understand that false declaration is a
form of malpractice.
Comments: Internal Quality Assurer Date:
signature:

Comments: External Quality Assurer Date:

signature:

20 Consultation and Client Care

 Teaching Content
LO1 Know how to communicate with clients
Communication techniques:
l Verbal: speaking manner and tone, professional,
supportive, respectful, sensitive to client, open
questioning related to treatment.
l Non-verbal: eye contact, body language, listening
skills, visual checks, manual, questioning techniques,
professional, client care.
l Written: visual aids, magazines, client records.

Importance of communicating and behaving in

a professional manner: client satisfaction, salon
reputation, client recommendations and returning
clients, improve on ambiance.
Consultation techniques:
l  uestioning: open, closed, probing.
Q
l Listening: attention to the client’s responses.
l Language: appropriate level of language complexity and
technical/non-technical language used with the client.
l Reference to records/history of hair: hair tests, touch,
satisfaction and how this can prevent dissatisfaction and
feel, look of treatment/service area. prevents legal action, the need to treat various clients
l Advice: offered to client to achieve the desired results.
differently, especially with respect to linguistic, cultural
l Visual aids: shade charts, style book, portfolio,
and other barriers (for example, hearing or sight issues).
collection of pictures, mood board.
Personal space: Space between client and therapist,
Individual client needs: positioning of client, suitable location for consultation,
l  udience: all clients accessing the hair and beauty
A client’s comfort, client’s privacy, unobtrusive.
industry service(s). Client recommendations: based on client
l Equality, diversity and inclusivity:
requirements, test results, identified influencing factors,
•H ow to meet the requirements/needs of individuals achievable, desirable, realistic, previous history of
regardless of gender, disability, age, religion, ethnicity, treatments/services, client commitment, lifestyle factors
hair and skin characteristics/classifications.
l Type of recommendation: treatment advice, aftercare
•H  ave an awareness of the ways in which cultural, racial
and socio-economic background can impact on client and home care advice.
expectations. l Importance of recommendations: future treatment
l Perceptions: notions of beauty, stereotypes and needs, retail recommendations, prevent contra-actions,
perspectives, the factors impacting on client’s improve results, maintain treatment longer, client care,
requirements. client satisfaction, client expectations, profits (link
l Expectations: clarify client expectations, advise and sales), insurance reasons, completion of consultation
plan according to expectations, managing client process, returning clients, new business, impact
expectations so they are realistic; methods of improving of poor communication (loss of clients, no
working practices, review performance, training. new clients, legal action, financial
l Service objectives: type of treatment or service. penalties, loss of business).
Importance of effective communication to identify
client needs, expectations and support the client
journey: managing client expectations on desired
outcomes, discussing client concerns, ensuring client

Consultation and Client Care 21


LO2 Know how to consult and advise clients
Client records:
l Importance of keeping and updating client records:
professional image, correct use of products,
equipment and tools, preventing contra-actions,
promoting achievement of desired outcome, legal
implications, used for future reference, maintaining
high service standards.
l Information included: full name, address, telephone
number, date of birth, and gender identity, medical
information (regular medications, known allergies/
hypersensitivities), emergency contact ICM Level
2 Certificate and Diploma in Beauty Therapy Page
14 of 121 information, treatments received to date,
current treatment aims and outcomes, products used,
personal notes including likes and dislikes.
l Storage: manual, electronic, authorised access, secure
storage.
Factors that restrict, prevent or affect service/
treatment: existence of contra-indications, condition
of skin/nails/hair, previous treatments/services, lifestyle
factors, outcome of test results.
Importance of tests: to prevent any contra-actions
and preserve the health, safety and wellbeing of client,
the invalidation of insurance policy if not carried out.
Importance of identifying and recording contra-
indications: to ensure the health, safety and well-being
of client, to know if the treatment must be restricted
or prevented to provide an accurate, suitable and safe
treatment.
22 Consultation and Client Care
Teaching Content
Importance of referring clients for medical advice:
refer, never diagnose potential conditions, clients must
obtain a diagnoses and advice from a qualified medical
professional e.g. general practitioner, trichologist,
dermatologist, pharmacist, all potentially contagious
conditions must be referred.
Client confidentiality: data protection, storage and
use of sensitive information, type of information client
access to records, record cards, methods used to
destroy sensitive data, authorised access.
Legislation: data protection, consumer legislation.
LO3 Be able to consult and advise clients
Communication to build client confidence and
trust: actively listening to clients, use of open and
closed questions to elicit information, empathy towards
client’s point of view, demonstrating a positive attitude
and willingness to help, building rapport with clients,
responding positively to each client’s concerns, building
trust with a client e.g. listening, behaving in a respectful
manner, meeting timelines, communicating honestly.
LO4 Know how to evaluate the quality of the
consultation process
Quality standards: review and evaluation through
feedback from clients using different methods in order
to promote high service standards, improve client
satisfaction and enhance client experience, awareness
of the differences between client satisfaction and
client care including understanding goals of collecting
feedback and giving clear messages, efficiency of
work practices, continuous improvement of services
Importance of review: to enable the organisation
to understand client perception of challenges, to
determine how effective customer service is within
the organisation and client expectations, to enable
identification of client improvements, to build
a more loyal client base, to enable the client
to feel valued.
 Teaching Content
Feedback:
l  ethods: client consultation documentation,
M
comments box, feedback survey, online, paperbased,
suggestion boxes, emails/letters.
l Other: analysis of repeat business, client satisfaction,
increased client base, sales targets, sales objectives
analysis, complaints.
l Importance of: improves client satisfaction, clients
feel valued, influence innovation and changes to
consultations for treatments/services, goal setting
related to feedback, continuous improvement,
personal development, client retention, positive
organisational reputation, organisational growth.

LO5 Be able to evaluate the quality of the

consultation process
Analysis: use of client feedback, use of other service
indicators, presentation of data.
Recommendations for improvement: based on
client feedback, interpretation of data collected.

Consultation and Client Care 23