Assessor Resource

AVII2006B
Conduct in-flight retailing

Assessment tool

Version 1.0
Issue Date: April 2024


Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements, including OH&S, customs and security regulations along with customer service principles and protocols to the conduct of in-flight retailing.

Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.

Work is performed under some supervision usually within a team environment.

Work involves the application of customer service principles and procedures, relevant regulations and protocols to the conduct of in-flight retailing on commercial aircraft across a variety of operational contexts within the Australian aviation industry.

This unit involves the skills and knowledge required to conduct in-flight retailing on a commercial aircraft in accordance with relevant regulatory requirements, including assessing customer needs, promoting products and customer services, handling payments, handling complaints, completing administrative requirements, carrying out stocktaking procedures, reconciling money/stock, ordering and storing stock, and maintaining security of goods and revenue. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant regulatory requirements pertaining to in-flight retailing

Relevant OH&S, hygiene and environmental procedures and regulations

Relevant customs, quarantine, equal opportunity and anti-discrimination regulations

Principles of customer service and effective selling

Airline procedures and standards for in-flight retailing, including selling, stocktaking, stock/money reconciliation, customs, security and administrative processes

Saleable products, amenities and services including their features, characteristics and pricing

Risks that exist when conducting in-flight retailing and related risk control procedures and precautions

Problems that may occur when conducting in-flight retailing and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when conducting in-flight retailing

Read and interpret instructions, regulations, procedures and other information relevant to in-flight retailing

Interpret and follow operational instructions and prioritise work

Complete documentation related to in-flight retailing

Operate electronic communication equipment to required protocol

Work collaboratively with others when conducting in-flight retailing

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may occur when conducting in-flight retailing in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when conducting in-flight retailing

Apply precautions and required action to minimise, control or eliminate hazards that may exist when conducting in-flight retailing

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies, situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required when conducting in-flight retailing

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Service may be provided:

on any passenger-carrying aircraft type in commercial service

during short and/or long haul services

in any category of service including economy, business class and first class

in any allowable operating and weather conditions

in accordance with regulatory and operational requirements

Performance may be demonstrated on:

an approved cabin service simulator

a passenger-carrying aeroplane

Payments for products may be made:

in Australian currency

in foreign currency

by credit card

by travellers cheque

Questioning techniques may include:

open questions (useful for gaining new information)

closed questions (useful for gaining commitment or confirming needs/understanding)

limiting questions (useful for offering alternatives, such as to verify/clarify information before recommending, to enable focus on particular passenger's needs, to provide control and direction)

leading/rhetorical questions (useful for focusing on a particular need; answer is implied in question)

active listening

checking understanding

Advice to passengers on aspects of saleable products/amenities may include:

features

benefits

match to customer's needs

price

payment methods

Security procedures for the protection of saleable amenities may include:

stock procedures

stowage

bond store locks and keys

Persons consulted during in-flight retailing may include:

passengers

other crew members

relevant ground staff

aircraft resourcing staff

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:

company procedures

enterprise procedures

organisational procedures

established procedures

standard operating procedures

Information/documents may include:

relevant regulations pertaining to in-flight retailing including regulations pertaining to trade practices and the operation of carts in aisles

airline in-flight retailing and security procedures and instructions including procedures and precautions for credit card transactions

job specification

OH&S procedures

operational manuals for equipment used during in-flight retailing

information on saleable products, amenities and services

information on currency conversion/exchange rates

sale catalogues

stocktake checklists and procedures

customs requirements

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

relevant regulations pertaining to in-flight retailing, including CASA regulations relating to retail operations on aircraft (i.e. the operation of carts in aisles)

relevant OH&S legislation

taxation legislation including GST

relevant trade practices regulations

equal opportunity and anti-discrimination legislation

relevant customs and quarantine regulations

relevant Australian Standards

industrial relations and workplace compensation legislation

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Appropriate questioning techniques are used to determine customers' needs and product preferences in accordance with workplace procedures 
Individual needs of customers are accurately assessed and suitable products are identified 
Advice is courteously provided to customers on products available for sale in accordance with workplace procedures and trade practices regulations 
Products and services available to customers are effectively promoted in accordance with workplace procedures 
Selling techniques appropriate to the product and customer are employed, in order to make sale in accordance with workplace procedures 
Customers are courteously advised of amount due in accordance with workplace procedures 
Payments for products are processed in accordance with workplace procedures, including credit card transactions where applicable 
Currency conversion rates are correctly applied during transactions where applicable 
Correct change is returned to customer, where appropriate 
Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures 
Complaints are promptly and sensitively identified and received in accordance with workplace procedures 
Complaints are handled and/or reported to senior personnel in accordance with workplace procedures 
Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures 
Reconciliation of money and stock is completed in accordance with workplace procedures 
Appropriate documentation of financial transactions and reconciliations is completed, in accordance with workplace procedures and customs requirements 
Pay-in procedures are accurately performed in accordance with workplace operational and security procedures 
Stocktaking procedures are carried out accurately, in a timely manner and in accordance with workplace procedures and regulatory requirements 
Any shortfalls are checked and reported as required 
Required stocktaking documentation is completed in accordance with workplace procedures and customs requirements 
Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements 
Uplifted stock is received and checked for quality and quantity 
Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures 
Uplifted stock is correctly stored and in accordance with workplace procedures 
Stock is handled and stored using safe manual handling methods in accordance with OH&S regulations 
Compliance is maintained with security procedures for the protection of saleable amenities and revenue at all times in accordance with workplace procedures 
Breaches in security are promptly identified and reported and appropriate action is taken in accordance with workplace procedures 

Forms

Assessment Cover Sheet

AVII2006B - Conduct in-flight retailing
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVII2006B - Conduct in-flight retailing

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: