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Elements and Performance Criteria

Required Skills

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

The following skills must be assessed as part of this unit

sales techniques

fundamental communication techniques specifically active listening and questioning

literacy skills to read and interpret the content and format of complex product information documents including rate schedules and supplier tariff sheets and sufficient to read plain English documents that relate to legislative requirements of tourism product sales

writing skills to present product options to the customer such as in the form of an itinerary

numeracy skills to calculate any fees that will apply to the sales and related product coordination activities

The following knowledge must be assessed as part of this unit

broad and working knowledge of the principles of selling and sales communication especially as they relate to intangible products

broad and working knowledge of the legal liability and implications of consumer legislation and regulations relating to selling tourism products appropriate to the particular industry sector and job role

special laws relating to the sale of prohibited products and services eg Child Sex Tourism Law

product knowledge appropriate to the organisation or industry sector

content and format of product information

formats and styles of information presentation including styles that cater for those with special needs eg presenting information in large print or providing information electronically

considerations in selling such as negotiated costs contractual arrangements or preferred supplier or agent arrangements that may be in place

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

ability to communicate with the customer and correctly interpret the customers requirements

ability to apply sales techniques in response to a range of different customer situations

underpinning product knowledge

understanding of consumer liability issues

demonstration of selling skills for multiple products and services and to meet varying customer needs

project or work activities that show the candidates ability to sell tourism products and services within the context of the particular industry sector in which they are working or seeking work for those undertaking generic preemployment training assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

completion of sales activities within typical workplace time constraints

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped industryrealistic office environment using appropriate computers printers information programs publications and software programs currently used in the tourism industry to assist the sales function or demonstration within the applicable sales environment for the sector eg a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors

interaction with customers to demonstrate selling techniques

use of relevant and current product information to support the sales process including brochures timetables tariffs and product sales kits

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of the candidate using various sales techniques to sell a product or service

project and roleplay activities that allow the candidate to demonstrate selling skills including sourcing initial and subsequent products to suit changing customer requests and finalising the sale

written and oral questioning or interview to test knowledge of the consumer regulations that apply and communication principles that underpin sales

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Any related Tourism Sales and Operations units to which this unit has strong links for example

SITTTSLA Source and provide international destination information and advice

SITTTSL003A Source and provide international destination information and advice

SITTTSLA Source and provide Australian destination information and advice

SITTTSL004A Source and provide Australian destination information and advice

SITTTSLB Prepare quotations

SITTTSL006B Prepare quotations

SITTTSLB Receive and process reservations

SITTTSL007B Receive and process reservations.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Range Statement


The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Ethical and legal commitments may relate to the sale of:	child sex tourism products or services products that breach environmental laws products that are known to cause negative environmental, cultural or social impacts such: damage to environmentally or culturally sensitive areas or sites disturbance or injury to fauna physical damage to flora introduction of exotic and feral species damage to roads, tracks and fire trails pollution from vehicle emissions and unmanaged waste noise disturbance to the local community trivialisation of culture.

Fees determined by the organisation may include:	service fee transaction fee itinerary preparation fee visa and passport handling fee loyalty program (e.g. frequent flyer) redemption fee product booking fee amendment, cancellation or reconfirmation fee courier fee credit card fee communication fee.

Specific customer needs may relate to:	preferences of different cultures and nationalities family status disability age gender available budget time available special interests.

There is a broad range of products and services sold within the tourism industry, including:	transportation airfares travel insurance brochured tour packages specially tailored itineraries inclusive products or optional touring products transfers accommodation entertainment tours cruises hire cars entrance to attractions or sites tour guiding services activities meals functions special items with customer's corporate branding venue bookings speaker services audiovisual services meeting or event equipment special event consumable items catering.

Sales:	may be made for: a single product or service multiple products and services making up a complete itinerary individual customers groups one-off touring arrangements series tours incentive tours meetings conferences
	could be: face-to-face on the phone in writing by fax by email or other electronic transmission related to the sale of a destination related to the sale of a specific product.