Assessor Resource

SITTTSL002
Access and interpret product information

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the performance outcomes, skills and knowledge required to access product information on tourism, travel, hospitality, or events products to fulfil sales or operational needs. It requires the ability to identify sources of information and to interpret specific details of the products.

The product can include any international or domestic product sold by any tourism, travel, hospitality, or events business. The breadth and depth of product knowledge and its application will vary according to the industry sector, workplace and job role. This unit is not about having an in-depth knowledge of products, but focuses on the ability to source and interpret information.

The unit mainly applies to frontline sales and operations personnel who operate with some level of independence and under limited supervision. It does, however, describe a fundamental operational function and those individuals who work with very little independence under close supervision would also use this skill.

This includes visitor information officers, travel consultants, corporate consultants, inbound tour coordinators, account managers for professional conference organisers, event coordinators, tour guides, hotel guest relations officers, tour desk officers, and reservations sales agents.

Personnel selling travel insurance to a client must meet the requirements of the Financial Services Reform Act (2001).

No other occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

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



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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access product information.

1.1.Identify sales or operational need for product information.

1.2.Identify and use a range of methods to access sources of product information.

1.3.Select sources according to commercial agreements and specific needs.

1.4.Source specific product information to meet sales or operational need.

2. Interpret product information.

2.1.Read and interpret general and specific details about the product and use information to meet sales or operational need.

2.2.Interpret jargon or specifications in product information and apply accurately to sales or operational activity.

2.3.Identify and assess any customer, sales or operational risks that relate to the product.

2.4.Record and store information for future use.

3. Update product knowledge.

3.1.Obtain information to update own knowledge of product features on an ongoing basis.

3.2.Source and access information on current and emerging customer technologies.

3.3.Share new or updated product information with colleagues.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research and interpret current, relevant and accurate product information in response to at least three different sales-related and operations-related enquiries

use at least two of the following sources to access product information for each of the above enquiries:

computerised reservations systems (CRS)

internet or intranet

global distribution systems (GDS)

international government tourism authority information systems

organisation-designed information systems, such as inventory control databases

principal or supplier of the product

product library

social media websites

state and federal government tourism authority information systems

interpret and correctly use industry terminology and common abbreviations in response to each of the above enquiries for product information

share and interpret product information with colleagues

complete activities within commercial time constraints and deadlines determined by the customer or organisation.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of product information and specific product types

industry accepted terminology, codes and abbreviations for the major categories of tourism, travel, hospitality or event products and services

features and benefits of tourism, travel, hospitality or event products

major product categories:

accommodation

banquets and catering

conferences and incentives

cruising

food and beverage

vehicle rental

wholesale and touring

sales or operational needs for product information in the tourism, travel, hospitality or event industry relating to:

booking a supplier service for the customer

credentials of the tourism operator in minimising negative environmental, social and cultural impacts

hiring special equipment

issuing air tickets

issuing crew documentation

issuing customer documentation for tourism, travel, hospitality or event products

promotional products

providing specific product information and advice for destinations, food and beverage, or events and functions

travel add-ons:

flight fuel emissions offset fee (‘carbon neutral’)

pre-payment of baggage charges

pre-payment of in-flight meals

pre-travel seat selection

travel insurance

planning functions

preparing quotations

processing and monitoring event registrations

processing a reservation from a customer

processing financial transactions

providing advice on customer use of new technologies

travel insurance products:

primary components of the Financial Services Reform Act 2001 and organisational responsibility for supplying product disclosure statements and providing accurate information on the provisions of the insurance policy

methods to obtain product information:

accessing and reading promotional information, such as travel guide books, product brochures or product updates

accessing the internet and intranet

attending professional development activities:

product launches

promotional seminars

trade shows

workshops

conferences

familiarisations

contact with other organisations:

suppliers

principals

tourist information offices

formal study

informal discussions with colleagues and customers

liaising with trade and general media

personal on-site observation or exploration

reading or listening to trade and general references

watching television, videos or films

sources of specific product information

special jargon or specifications:

common abbreviations used in the tourism, travel hospitality and event industries

industry terminology and codes

technical capacity of equipment

use of the 24-hour clock

risks relating to the sale or operation of tourism, travel, hospitality and event products:

fluctuations in exchange rates

limitations in participation due to:

incapacity, age, disability

special licence requirements

non-operation of the product

product price increase

products that cause negative environmental, cultural or social impacts:

damage to environmentally or culturally sensitive areas or sites

damage to roads, tracks and fire trails

disturbance or injury to fauna

introduction of exotic and feral species

noise disturbance to the local community

physical damage to flora

pollution from vehicle emissions and unmanaged waste

trivialisation of culture

safety risk to customer in participating in activities

seasonal non-availability of the product

unclear product provision, deposit, payment and cancellation terms and conditions

unclear product, tax and levy costs.

Skills must be demonstrated in an operational tourism, travel, hospitality or events environment. This can be:

an industry workplace

a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

computers and information systems currently used by the tourism, travel, hospitality and event industries to store product-related information

the internet

industry sources of product information

printers and scanners

storage for computer data

customers and colleagues with whom the individual can interact; these can be:

customers and colleagues in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access product information.

1.1.Identify sales or operational need for product information.

1.2.Identify and use a range of methods to access sources of product information.

1.3.Select sources according to commercial agreements and specific needs.

1.4.Source specific product information to meet sales or operational need.

2. Interpret product information.

2.1.Read and interpret general and specific details about the product and use information to meet sales or operational need.

2.2.Interpret jargon or specifications in product information and apply accurately to sales or operational activity.

2.3.Identify and assess any customer, sales or operational risks that relate to the product.

2.4.Record and store information for future use.

3. Update product knowledge.

3.1.Obtain information to update own knowledge of product features on an ongoing basis.

3.2.Source and access information on current and emerging customer technologies.

3.3.Share new or updated product information with colleagues.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research and interpret current, relevant and accurate product information in response to at least three different sales-related and operations-related enquiries

use at least two of the following sources to access product information for each of the above enquiries:

computerised reservations systems (CRS)

internet or intranet

global distribution systems (GDS)

international government tourism authority information systems

organisation-designed information systems, such as inventory control databases

principal or supplier of the product

product library

social media websites

state and federal government tourism authority information systems

interpret and correctly use industry terminology and common abbreviations in response to each of the above enquiries for product information

share and interpret product information with colleagues

complete activities within commercial time constraints and deadlines determined by the customer or organisation.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of product information and specific product types

industry accepted terminology, codes and abbreviations for the major categories of tourism, travel, hospitality or event products and services

features and benefits of tourism, travel, hospitality or event products

major product categories:

accommodation

banquets and catering

conferences and incentives

cruising

food and beverage

vehicle rental

wholesale and touring

sales or operational needs for product information in the tourism, travel, hospitality or event industry relating to:

booking a supplier service for the customer

credentials of the tourism operator in minimising negative environmental, social and cultural impacts

hiring special equipment

issuing air tickets

issuing crew documentation

issuing customer documentation for tourism, travel, hospitality or event products

promotional products

providing specific product information and advice for destinations, food and beverage, or events and functions

travel add-ons:

flight fuel emissions offset fee (‘carbon neutral’)

pre-payment of baggage charges

pre-payment of in-flight meals

pre-travel seat selection

travel insurance

planning functions

preparing quotations

processing and monitoring event registrations

processing a reservation from a customer

processing financial transactions

providing advice on customer use of new technologies

travel insurance products:

primary components of the Financial Services Reform Act 2001 and organisational responsibility for supplying product disclosure statements and providing accurate information on the provisions of the insurance policy

methods to obtain product information:

accessing and reading promotional information, such as travel guide books, product brochures or product updates

accessing the internet and intranet

attending professional development activities:

product launches

promotional seminars

trade shows

workshops

conferences

familiarisations

contact with other organisations:

suppliers

principals

tourist information offices

formal study

informal discussions with colleagues and customers

liaising with trade and general media

personal on-site observation or exploration

reading or listening to trade and general references

watching television, videos or films

sources of specific product information

special jargon or specifications:

common abbreviations used in the tourism, travel hospitality and event industries

industry terminology and codes

technical capacity of equipment

use of the 24-hour clock

risks relating to the sale or operation of tourism, travel, hospitality and event products:

fluctuations in exchange rates

limitations in participation due to:

incapacity, age, disability

special licence requirements

non-operation of the product

product price increase

products that cause negative environmental, cultural or social impacts:

damage to environmentally or culturally sensitive areas or sites

damage to roads, tracks and fire trails

disturbance or injury to fauna

introduction of exotic and feral species

noise disturbance to the local community

physical damage to flora

pollution from vehicle emissions and unmanaged waste

trivialisation of culture

safety risk to customer in participating in activities

seasonal non-availability of the product

unclear product provision, deposit, payment and cancellation terms and conditions

unclear product, tax and levy costs.

Skills must be demonstrated in an operational tourism, travel, hospitality or events environment. This can be:

an industry workplace

a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

computers and information systems currently used by the tourism, travel, hospitality and event industries to store product-related information

the internet

industry sources of product information

printers and scanners

storage for computer data

customers and colleagues with whom the individual can interact; these can be:

customers and colleagues in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.

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
Identify sales or operational need for product information. 
Identify and use a range of methods to access sources of product information. 
Select sources according to commercial agreements and specific needs. 
Source specific product information to meet sales or operational need. 
Read and interpret general and specific details about the product and use information to meet sales or operational need. 
Interpret jargon or specifications in product information and apply accurately to sales or operational activity. 
Identify and assess any customer, sales or operational risks that relate to the product. 
Record and store information for future use. 
Obtain information to update own knowledge of product features on an ongoing basis. 
Source and access information on current and emerging customer technologies. 
Share new or updated product information with colleagues. 

Forms

Assessment Cover Sheet

SITTTSL002 - Access and interpret product information
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

SITTTSL002 - Access and interpret product information

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: