Required skills

communication skills including active listening and open and closed probe questioning to

determine and meet customer preferences and special requirements

select and use appropriate verbal and nonverbal language to respond to different cultural needs

develop rapport and sell suitable products and services

initiative and enterprise skills to make follow up contact with prospective purchasers

literacy skills to

read and interpret product features benefits and conditions and plain English regulatory documents

write all options in a clear format and style such as a basic itinerary providing a product and service overview

numeracy skills to interpret and calculate any sales and product coordination fees

planning and organising skills to promptly source and provide customer information

problemsolving skills to

identify and suggest alternative products and services when the customers desired products are unavailable

address customer objections

Required knowledge

sales techniques including

opening techniques

recognising buying signals

strategies to focus customer on specific products and services

selling intangible products

selling addons and complementary products

selling addons and complementary products

overcoming customer objections

closing techniques

for those dealing with Australian based customers the general characteristics of the main social and cultural groups in Australian society and the key aspects of their cultural and religious protocols and preferences for tourism products

for those working in inbound tourism the general characteristics of the main inbound tourist markets and the key aspects of their cultural and religious protocols and preferences for Australian tourism products

for the specific industry sector and organisation

considerations for selling specific products such as negotiated costs contractual arrangements or preferred supplier or agent arrangements

primary components of consumer protection laws that relate to selling tourism products including organisational responsibility for supplying products as described or substituting suitable products when unable

primary components of and actions that must be adhered to by tourism organisations under the Criminal Code Act for child sex offences outside Australia

for inbound tour operators and guides selling and delivering Queensland based products

primary components of and actions that must be adhered to by tourism organisations under the Queensland Tourism Services Act

where travel insurance is a product

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

a range of formats for and inclusions of information presented to customers including styles that cater for those with special needs

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

Overview of assessment

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

Evidence of the ability to

proactively sell multiple and diverse tourism hospitality or event products to meet the different requirements of customers

communicate with customers correctly interpret their requirements and use a range of sales techniques in response to different customer types

integrate product knowledge into the sales process

demonstrate knowledge of the primary components of relevant legislation and actions that must be adhered to by businesses

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

Context of and specific resources for assessment

Assessment must ensure use of

a real or simulated tourism hospitality or event business operation or activity which sells products and services

a real or simulated tourism hospitality or event industry environment where products are sold for example

a conference venue for the events sector

a reservations area or call centre

touring environment for the guiding and tour operations sectors

a retail shopfront or mobile sales situation for the retail travel sector

an office environment as defined in the Assessment Guidelines

current plain English regulatory documents distributed by government regulators relevant to the industry sector

customers with whom the individual can interact and to whom they can sell products

Method of assessment

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

activities that allow assessment of the individuals ability to source initial and subsequent products to suit changing customer requests

direct observation using role plays of the individual using various sales techniques to sell products or services

written or oral questioning to assess knowledge of the primary components of relevant legislation and actions that must be adhered to by organisations

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

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

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector workplace and job role for example

SITHKOP Plan catering for events or functions

SITTTSL Provide advice on international destinations

SITTTSL Provide advice on Australian destinations

SITTTSL Prepare quotations

SITTTSL Process reservations

SITXCCS Provide service to customers

SITXEVT Plan inhouse events or functions

Ethical and legal commitments may relate to:

Specific customer needs may relate to:

Products and services offered within the tourism, hospitality and events industry are diverse and may include:

Sales and product coordination feesmay include:

The sale: