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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Assess customer needs
  2. Promote products and customer services
  3. Handle payments
  4. Handle complaints
  5. Complete administrative requirements
  6. Carry out stocktaking procedures
  7. Order and store stock
  8. Maintain security

Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

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

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

interpreting and following operational instructions and prioritising work

modifying activities depending on workplace contingencies, situations and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

reporting and/or rectifying problems, faults and malfunctions promptly, in accordance with workplace procedures

responding appropriately to cultural differences in the workplace

selecting and using required personal protective equipment conforming to industry and WHS/OHS standards

working collaboratively with others

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


Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

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

principles of customer service and effective selling

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

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

relevant regulatory requirements for in-flight retailing

relevant WHS/OHS, hygiene and environmental procedures and regulations

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

saleable products, amenities and services including their features, characteristics and pricing.