Elements and Performance Criteria
- Source information on cruise operations and trends.
- Read and interpret information on the historical progression of cruising as a type of holiday.
- Source information on the historical progression of cruise ship design and features and benefits of modern ships.
- Research historical, current and emerging product development and market trends for domestic and international cruises.
- Identify cruise industry governance issues that affect customer participation.
- Use information when selling to dispel stereotypical imaging of cruises and handle purchase resistance.
- Develop knowledge of cruise destinations.
- Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.
- Source information on cruise lines and product diversity within regions and identify client appeal for a diversity of customer types.
- Obtain information on key operational features of cruise destinations including seasonality, visa, health, safety and regulatory issues.
- Source information on features and benefits of key ports of call within cruise destinations.
- Obtain information on features of turnaround ports for cruise destinations.
- Develop knowledge of cruise itineraries.
- Obtain and interpret information on cruise itineraries to meet different customer needs.
- Source information on the features and benefits of shore excursion options for specific cruises.
- Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of a diversity of customer types.
- Obtain and interpret information on pre and post cruise transportation, accommodation and touring options including packages.
- Interpret any jargon or specifications in product information and accurately apply these to sales or booking activities.
- Research aspects of on board ship life.
- Identify the features and benefits of on board accommodation options including location and categories.
- Seek information on food and beverage venues and options including pre-purchased packages.
- Obtain information on facilities and services available on board.
- Evaluate on board activities and entertainment options for different types of cruise customers.
- Anticipate customer questions and seek scope of information to service a diversity of customer types.
- Provide information and advice on cruise options.
- Accurately identify the specific information and advice needs of the customer.
- Promptly provide current and accurate information and targeted customer advice on cruise products and destinations.
- Provide appropriate scope and depth of information to meet customer needs.
- Provide targeted advice on features and benefits of cruise products and destinations to counter purchasing objections.
- Refer customers to current sources of health, safety, visa and regulatory information.
- Update knowledge of cruise destinations and products.