SHB 30115 Certificate III in Beauty Services SHB 30315 Certificate III in Nail Technology SHB 30215 Certificate III in Make-up WRB 20104 SHB 40115 Certificate IV in Beauty Therapy SHB 50115 Diploma of Beauty Therapy WRBCS 201 B – PROVIDE MANICURE AND PEDICURE SERVICES SHBXCCS 001 Conduct salon financial transactions LEARNING MATERIAL Initial Impact P/L PO Box 301 Balnarring 3926 ABN © 2016 P/L 37 006 210 Initial Impact 920 Student name: . . . . Student ID: . . . Date: . . . Student name: . . . . Student ID: . . . Advise on beauty products and services Date: . . . 1
UNIT SCOPE Element 1. Operate point of sale equipment. 1. 1 Open and close point of sale terminal. 1. 2 Clear point of sale terminal and transfer tender. 1. 3 Conduct cash handling processes. 1. 4 Maintain change supplies and cash float in point of sale terminal. 1. 5 Attend to active point of sale terminals. 1. 6 Complete records of transaction errors. 2. Complete point of sale transactions. 2. 1 Enter sales information into point of sale equipment. 2. 2 Communicate payment required and identify method of payment. 2. 3 Process cash and noncash transactions. 2. 4 Issue correct change, receipts and complete sale documentation as required. 3. Complete refund. 3. 1 Explain refund policy and procedure to client. 3. 2 Confirm refund requirements and options for exchange with client. 3. 3 Complete transaction to issue refund, receipts and sales documentation as required. 4. Remove takings from register or terminal. 4. 1 Balance register or terminal at designated times throughout business operation. 4. 2 Separate and secure cash float from takings prior to balancing. 4. 3. Supply change to register or terminal as required. 4. 4 Interpret register or terminal reading or print out. 4. 5 Remove and transport cash and noncash documents according to organisational security policies and procedures. 5. Reconcile takings. 5. 1 Count cash and calculate noncash documents. 5. 2 Determine balance between register or terminal reading and sum of cash and noncash transactions, and record takings. 5. 3 Report discrepancies to supervisor. Foundation skill – 6 6. Student demonstrated foundation skills when they used numeracy skills to estimate the total cost of transaction to determine accuracy of point of sale equipment and count change required during cash transactions. Conduct salon financial transactions 2
Conduct financial transaction In this unit you will develop the skills and knowledge to conduct operations at the point of sale also known as the cash register. You will; 1. Operate point of sale equipment. 2. Perform point of sale transactions. 3. Complete sales. 4. Remove takings from register or terminal. 5. Reconcile takings. ETPOST machine There are 6 steps in operating point of sale equipment (POSE). 1. Opening and closing a point of sale terminal. 2. Clearing and transferring tender. 3. Handling cash. 4. Maintaining change and organising the cash float. 5. Completing transaction error documentation. 6. Maintaining supplies of point of sale terminal (POST) documentation. Conduct salon financial transactions 3
Activities that may occur at the POS (point of sale) • Recording goods selected by clients. • Product scanning. • Clients pay for goods. • Complete payment transactions on POST. • Complete payment transactions on paper. • Answer enquiries. • Process returns and exchanges. • Handle telephone enquiries. • Make, change or cancel appointments. Scanner Important information recorded by POST (point of sale terminal). • Quantity of goods or services sold. • Operator identification – who made the sale. • Description of the goods or services sold. • Price of the goods or services. • Discounts or variations to prices. • Date and time of transaction. • Stock name or code of the goods or services sold. • Store name and/or number. • GST. Terminal Conduct salon financial transactions 4
Types of POST transactions (point of sale terminal transactions) • Cash sales. • EFTPOS ( electronic funds transfer at point of sale). • Credit cards sales (Bankcard, Master Card, Visa, Diners, American Express and numerous store cards). • Debit cards (money is taken directly from savings or cheque account of the card holder). This is also known as EFTPOS (electronic funds transfer point of sale). • Lay-by, cheque sales, gift vouchers, refunds, reward cards. Organising and preparing a cash float. A cash float is a set amount of money made up of a range of denominations of coins and notes placed in the POST at the beginning of the day. The float ensures that the business has change for the first clients of the day. The float is separated from the takings at the end of the day. When opening the POST, you need to record the different denominations used to make up the float on a cash float record sheet. This tells the denomination, the numbers of the denomination and the total amount. Conduct salon financial transactions 5
CASH FLOAT RECORD DATE: NOTES $100. 00 $50. 00 $20. 00 $10. 00 $5. 00 TOTAL NOTES COINS $2. 00 $1. 00 0. 50 0. 20 0. 10 0. 05 TOTAL COINS NOTES COINS TOTAL FLOAT NUMBER AMOUNT Hi tech scales 1 3 8 9 $50. 00 $60. 00 $80. 00 $45. 00 $235. 00 25 40 20 40 50 40 $50. 00 $40. 00 $10. 00 $8. 00 $5. 00 $2. 00 $115. 00 $235. 00 $115. 00 $350. 00 Calculator Conduct salon financial transactions 6
Workplace policies Opening a POST. • Turning on and opening the POST. • Gathering supplies of merchandise you require – pens, POST documentation and other equipment. • Organising the float. Closing a POST. • Putting away documentation, pens etc. • Cleaning the area. • Replenishing items – carry bags, documentation, appointment cards. • Producing a register reading. • Removing the float. • Counting the days takings. • Balancing the POST. • Turning off equipment. Security for your POST. • Minimum cash kept in POST. • Removal of excess cash and non- cash from POST. • Lock POST while unattended. • Keep float in POST. • Keep additional change for POST in a secure place elsewhere. • Do not leave the POST drawer open too long. • Always count cash away from public sight. • When taking cash to the bank never follow a set time pattern. Conduct salon financial transactions Receipt printer 7
POST documentation • Cash sale dockets and receipts. • Credit card vouchers. • Lay-by. Paying off a purchase over a period of time while the goods stay at the place of purchase. • Gift vouchers. When a friend pays for the goods or service as a gift for someone. • Credit notes. When a client has returned goods and is given a credit note for purchasing a replacement product. • Client return forms. • Stock transfer forms. • Order forms. • Invoices. • Void transaction forms. • Cash on delivery forms (COD). • Delivery dockets. • Change slips. • Cash float record sheets. Label printer Conduct salon financial transactions 8
Most procedures for EFTPOS transactions involve the following steps; • Swiping the card through the POST. • Asking the client for account type and the amount of cash withdrawal if this is part of store policy. • Entering the details of the transaction. • Asking the client to check the amount on the EFTPOS pad window, enter their unique Personal Identification Number (PIN) and press OK. Processing a credit card transaction using a manual imprint machine may involve the following actions; • Check the card against the fraudulent and stolen card master list supplied by the card companies. • Check the card validity dates. • If the total purchase amount exceeds your store floor limit, phone the authorisation centre and make a note of the authorisation number. A floor limit is the maximum amount that may be processed on a credit card without authorisation. This differs with every business. • Select the correct voucher for the card type and validate the voucher through the imprint machine. • Check that all the copies of the voucher are clear and complete. • Ask the client if they sign or have a pin number. • Have the client sign the voucher or enter their pin number. ETPOST Machine • Check the client’s signature against the signature on the card. • Give the customer copy to the client and return card. • Place voucher in the correct compartment of the POST. Conduct salon financial transactions 9
Completing transaction error documentation Mistakes can happen. These may include; • Giving incorrect change to a client. • Keying inaccurate data into the POST. • Having incorrect price labels on the goods. • Using the wrong voucher for a manual credit card transaction. CORRECTING ERRORS ERROR Wrong change given to client CORRECTIVE ACTION Recount change back to client. Verify original amount given. Apologise to client. PREVENTION ACTION Operator should always count the change back to the client. Keep the amount given on the register, give change and then place the amount given into the register. Incorrect data keyed into the POST Incorrect price Reverse the sale. Key in correct amount. Only happens if the price differs on the same item. You must sell at the lower price. Tear up the wrong voucher making sure that the numbers cannot be used by others. Re-do with the correct voucher. Take more care. Go slowly and concentrate. Check stock prices. Make adjustments. Incorrect voucher used for a manual client card transaction Conduct salon financial transactions Be more careful. Concentrate. 10
Workplace policies may cover; • The types of credit card accepted. • A credit card floor limit, that is the maximum amount that may be processed on a credit card without permission. • Credit card surcharges. • EFTPOS cash withdrawal limits. • Personal cheque limits. • Gift voucher change limits. • Change given for exchanges and refunds. Personal hand written cheques. These are becoming less common. The store policy may involve obtaining information and identification from the client and writing that information on the back of the cheque. • Client’s name. • Home address. • Home telephone number and mobile. • Driver’s licence number and expiry date. Making a cash sale. • Enter each amount for the items into the register. • Verbally state the total price. • Verbally state the amount of cash received from the customer. • Give the correct change to the client with the cash register receipt. • Close the register draw. Conduct salon financial transactions 11
Applying legislation Workplace policies and procedures incorporate current legislation such as cash purchases, EFTPOS, credit cards, layby, gift vouchers, exchanges and returns. Legislation under the Fair Trading Act 1999 outlines the requirements for; • Receipts to be given to the client. • Lay-by requirements. • Refund requirements. Other legislation, which may apply to your work include; • The Trade Practices Act. • The Prices Surveillance Act. • The Privacy Act. • The Occupational Health and Safety Act. • GST legislation. These codes and laws are available through the Australian Competition and Consumer Commission (ACCC), retail industry associations or the Ministry of Fair Trading in your State or Territory. Conduct salon financial transactions 12
Refunds and returns Under the law the retailer has certain rights and obligations in relation to refunds. A business is not obligated to give a return in the following circumstances. 1. The client changes their mind about a purchase. 2. The product was sold at a reduced price due to a slight fault. 3. The client does not have proof of purchase. 4. The client used the product incorrectly. Clients have a right to expect a refund when; • The products have a basic fault, which a normal inspection did not reveal at the time of sale. • The products are not fit for the particular purpose stated by the client before the purchase. • The products did not match a sample shown or a description given to the client. When handling client requests for exchange or refunds you may need to ask some questions. • Has the client followed the manufacturers’ instruction on how to use the product? • Was the fault due to something the client failed to do? • Was the fault due to the clients misuse of the product? • Has the shelf life or warranty period of the product been exceeded? Conduct salon financial transactions 13
Lay-bys Lay-by is a way that clients can buy goods from you without paying the total price immediately. They can pay an initial deposit to hold the goods and then make regular payments over a period of time until the remainder of the purchase price is paid. The client can then take delivery of the goods. The amount of deposit is different in every business and will be stated in its policies and procedures. 10 Tips for offering lay-bys to your clients. 1. The lay-by statement given to a client should include a description of the goods. 2. The statement should detail the price of the goods. 3. The statement should include the first payment made and the balance outstanding. 4. The statement should detail when other payments are due. 5. The statement should outline any cancellation charge, or how such a charge will be calculated. 6. The client cancel a lay-by before the goods are delivered, or if the goods are damaged and the client has not been notified. 7. The cancellation charge should be reasonable. 8. The supplier should refund the money as soon as possible minus any cancellation charge. 9. The supplier can only cancel a lay-by if it stops trading, if the client breaches the contract, or if the goods are no longer available. 10. If the supplier cancels the lay-by all money should be refunded and no cancellation fee charged, unless it is a breach by the customer. Conduct salon financial transactions 14
Information Privacy Principles (IPPs) The IPPs regulate how Australian and ACT government agencies manage personal information. They cover how and when personal information can be collected, how it should be used and disclosed and storage and security. They also allow individuals to access that information and have it corrected if it is wrong. IPP 1: manner and purpose of collection. The information must be necessary for the agency's work, and collected fairly and lawfully. IPP 2: collecting information directly from individuals. An agency must take steps to tell individuals why they are collecting personal information, what laws give them authority to collect it, and to whom they usually disclose it. This is often done by what is called an IPP 2 notice. IPP 3: collecting information generally. An agency must take steps to ensure the personal information it collects is relevant, up-to-date and complete and not collected in an unreasonably intrusive way. IPP 4: storage and security. Personal information must be stored securely to prevent its loss or misuse. IPPs 5 - 7: access and amendment. These principles require agencies to take steps to record the type of personal information that they hold and to give individuals access to personal information about them. Personal information can be amended or corrected if it is wrong. IPPs 8 - 10: information use. These principles outline the rules about keeping accurate, complete and up-to-date personal information; using information for a relevant purpose; and only using the information for another purpose in special circumstances, such as with the individual's consent or for some health and safety or law enforcement reasons. IPP 11: disclosure. This principle sets out when an agency may disclose personal information to someone else, for example another agency. This can only be done in special circumstances, such as with the individual's consent or for some health and safety or law enforcement reasons. Conduct salon financial transactions 15
GST – Goods and services tax The Australian Federal Government levies a value added tax of 10% on the supply of most goods and services by businesses registered for Goods and Services Tax (GST). The revenue from this tax is distributed to the States. State governments do not levy any sales taxes though they do impose stamp duties on a range of transactions. The GST rate of 10% will be charged on most goods and services consumed in Australia. If the business is registered for GST, it needs to include GST in the price it charges its customers for goods and services they purchase from the business (called sales). The business will be able to claim a credit for the GST it has paid on the business expenses and other inputs (called a GST credit). The business pays the difference between GST charged on sales and GST credits to the Tax Office periodically. There are two types of sales. 1. Suppliers of GST-free goods and services will not have to pay GST when they make a sale but they will be entitled to GST credits. 2. Suppliers of input taxed goods and services do not have to charge GST on sales but they will not be entitled to claim GST credits from their purchases of inputs. Conduct salon financial transactions 16
The Workplace Health and Safety Act Laws. It is the responsibility of all people who work in the beauty industry to take steps to follow health and safety practices. This includes the employer, employees, manufacturers and suppliers of products and equipment. Health and Safety Laws are to protect people from occupational illness and disease and they apply to every workplace. There are three parts to the Health and Safety Legislation. 1. Acts, particularly the Workplace Health and Safety Act 1989 (The Act). 2. The Regulations made under the Act. 3. Approved Codes of Practice. Acts are government laws which set out the general duties that those in the workforce must follow to maintain safe and healthy workplaces. 1. Occupational Health and Safety Act (1985). 2. Dangerous goods Act (1985). 3. Equipment (Public safety Act)(1994). Regulations set compulsory minimum requirements for specific hazards and work practices in relation to work health and safety. The regulations that apply to the hair and beauty industry are; 1. Occupational Health and Safety: Hazardous Substances 2004. 2. Notification of Accidents System. 3. Occupational Health and Safety Regulations 1996. Conduct salon financial transactions 17
Reconciling takings Reconciling or balancing the takings involves counting the cash and non-cash tender. It means matching the actual takings to the POST by reading and documenting the takings accurately. When counting cash. • Choose a suitable place where there are no distractions and away from customers. • Group each denomination of coins and notes and place them in separate plastic bags and secure with a rubber band. • Separate the different types of non-cash transactions into categories such as cheques, credit vouchers, gift vouchers etc. • When a refund has been given or a transaction voided, make sure that the amount refunded or voided has been deducted from the day’s takings when balancing your POST. • Separate cash float from takings prior to balancing the register. • Produce a cash register reading or print out. • Determine balance between register reading and sum of cash and non cash transactions and record the takings. Non-cash transaction documents Credit card Cheque Debit card Key information to check on documentation Credit card imprint is readable. Client signature. Total of sale noted. Date noted. Drivers license. Client signature. Address and telephone number. Total of sale amount. Approval. Conduct salon financial transactions 18
Beyond the initial sale Customer service. There can only be one type of customer service provider. Those who give wonderful service. There are 9 points to allow you to give wonderful service. 1. Customers want to know that what they buy will be right for them. 2. Customers need to feel that what they buy will improve their way of life. 3. Customers like to feel good about themselves and that they are intelligent. 4. Customers want to trust and like the person they are talking to. 5. Customers want to understand how things work in simple terms. 6. Customers like to have praise and to be recognised as being important. 7. Customers who make regular purchases from a business like to feel as though they are part of the business. 8. Customers like predictable situations, knowing that they will get consistent good service from the store. In a hairdressing or beauty salon it is essential to establish a strong customer focus policy which includes financial transactions for all staff to follow. Conduct salon financial transactions 19
Sustainability is the ability to maintain a certain status or process in existing systems. The most frequent use of the term sustainability, is connected to biological or human systems in the context of ecology. The ability of an ecosystem to function and maintain productivity for a prolonged period is also sustainability. Sustainability in general refers to the property of being sustainable. The widely accepted definition of sustainability or sustainable development was given by World Commission on Environment and Development in 1987. It defined sustainable development as "forms of progress that meet the needs of the present without compromising the ability of future generations to meet their needs. “ Practically, sustainability refers to three broad themes, economic, social and environmental, that must all be coordinated and addressed to ensure the long term viability of a community and the planet. The primary goal of sustainable is using renewable natural resources in a manner that does not eliminate or degrade them or otherwise diminish their usefulness for future generations. Sustainable work practices; • Safe disposal of all waste materials to minimise negative impact on the environment. • Efficient use of energy, water and other resources used to minimise negative impact on the environment. • Ensuring the practice of waste minimisation and recycling is conducted to reduce impact on the environment. • Comparing availability of products, equipment and services and adjusting their use to minimise negative impact on the environment. This completes the learning material for this unit. Authors copyright is claimed in all forms of media. Moral rights are claimed in all forms of media. Intellectual property rights are asserted and maintained in all forms of media. Conduct salon financial transactions 20
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