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

communication skills to source information and determine customer needs and preferences through observation questioning and active listening

appropriate personal presentation and use of nonverbal communication

selection and use of appropriate communication medium including email and telephone and appropriate tone and style for different purposes and target audience

formal and informal research skills

conflict resolution techniques

managing own work tasks timing and workflow

problemsolving techniques to deal with contingencies difficult service situations and customer complaints

The following knowledge must be assessed as part of this unit

any legal issues that impact on the sale of products and services

indepth knowledge of organisation products and services

general knowledge of the market for different types of products and services

different stated and unstated customer preferences and needs and ways of meeting requirements

protocols service rituals and service culture and expectations in relevant industry context

expectations of socially and culturally diverse customers

role of frontline staff in maximising business performance through effective upselling and promotion

ways in which different services present and promote products

client management and reward systems such as customer databases promotions and loyalty programs

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 provide a total quality service experience

knowledge of different customer preferences and ways to meet both stated and unstated requirements

ability to use selling techniques to promote products and services within a specific tourism or hospitality context

ability to handle and resolve complaints and difficult customer service situations

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills while undertaking normal job tasks eg upselling while providing food and beverage service promoting the hotel or park restaurant while at reception advising guests of special features or events while issuing tickets to a theme park or other attraction or promoting through the development of menus specials or other special products or services

work activities that allow interaction with multiple and diverse customer types to allow the candidate to respond to a range of requirements and customer service situations

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 providing service to customers

oral or written questions to determine product and service knowledge

case studies to test knowledge of appropriate products and services for different contexts customers and situations

roleplays in which the candidate promotes products and services and demonstrates upselling techniques

projects to develop menus promotional ideas or suggestions for a particular product or service

project to research customer preferences for a particular organisation or context

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

SITXCOM Work in a socially diverse environment

SITXCOMA Deal with conflict situations

SITXCOM003A Deal with conflict situations.

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

Formal and informal research may include:

Products, services and promotional initiatives may include:

Customer preferences, needs and expectations:

Product and service knowledge may relate to:

Promoting products and services may include:

Selling techniques include up-selling and suggestive selling and may involve:

Complaints or difficult customer service situations may include:

Communication techniques may include:

Organisation constraints may include:

Customer information may include:

Promotional initiatives may include: