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Elements and Performance Criteria

  1. Calculate costs of products and services.
  2. Provide quotations to customer.
  3. Update and amend quotations.

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

literacy skills to read and interpret documents such as customer files customer requests and complex product costing information

writing skills to create customer files and document complex customer requests complex costings and complex written quotations including the conditions specifically applicable to the quotation

numeracy skills to calculate complex costing components

The following knowledge must be assessed as part of this unit

key principles and elements of calculating costs and components of quotations

product knowledge appropriate to the specific tourism or hospitality industry sector and the products included in the quotation

negotiated cost of supply contractual arrangements and preferred supplier arrangements in place

industry commission and markup procedures appropriate to the specific industry sector

quotation systems and procedures appropriate to the specific industry sector

broad and working knowledge of legal and consumer protection issues that relate to providing quotations and to the products covered by the quotation

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 prepare and provide multiple accurate quotations in response to multiple customer requests covering a range of tourism products and services and ideally as a component of integrated work activity

knowledge of industry practices in relation to commissions markup and fees

project or work activities that show the candidates ability to prepare quotations 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 quotations within typical workplace time constraints and the deadlines determined by the customer and the organisation

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 quotations 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

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

use of a full range of operational documentation egdetails of supplier contracts and customer files

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

evaluation of integrated activities completed by the candidate including sourcing information on destinations selling products and issuing documents

evaluation of a range of quotations prepared by the candidate

case studies to assess ability to provide accurate quotations in response to particular customer requests or for a series of customer files

written and oral questioning or interview to test knowledge of the principles that underpin quotation procedures and the consumer protection regulations that would apply

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 for example

SITTTSLA Sell tourism products and services

SITTTSL005A Sell tourism products and services

SITTTSLB Receive and process reservations

SITTTSL007B Receive and process reservations

SITTTSLB Control reservations or operations using a computerised system

SITTTSL010B Control reservations or operations using a computerised system.

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.

Customer records may be:

a computer file

a manual file.

Quotations:

may be for a broad range of products and services, including:

single product or service

multiple products and services making up a complete itinerary

inclusive products or optional touring products

groups

individuals

one-off touring arrangements

series tours

incentive tours

meetings

conferences

may be prepared:

manually

using a computer

may be provided by:

telephone

verbally in a face-to-face context

fax

email or other electronic transmission

mail

internal communication.

Special fees and charges 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 fee

cancellation fee

reconfirmation fee

courier fee

credit card fee

communication fee.

Some examples of products and services included in quotations are:

domestic products and services

international products and services

transportation

transfers

accommodation

entertainment

tours

cruises

entrance to attractions or sites

tour guiding services

activities

meals

functions

special items with customer's corporate branding

venue hire

speaker services

audiovisual services

meeting or event equipment

special event consumable items

catering.

Conditions and limitations of the quotation (initial and subsequent) may include:

inclusions

exclusions

cost of items that are subject to availability

prices subject to change

inclusion of fees, taxes and levies

general conditions and rules

payment requirements

date of current quotation

life and expiry date of quotation

changes of conditions of pre-existing quotation or booking

changes to provision of pre-existing booking

legislative requirements such as cooling-off period after acceptance of quotation

methods of customer accepting quotation.