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Elements and Performance Criteria

  1. Prepare for financial transactions
  2. Promote products and services
  3. Sell products or services
  4. Process refunds
  5. Reconcile financial transactions

Required Skills

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Regulations and codes of practice relevant when selling products and services

Relevant OHampS procedures and guidelines

Workplace procedures and policies for selling products and services

Overview of the tourism industry and franchising arrangements

Australian and international transport industry guidelines

Workplace products and services

Applicable insurance and public liability

Relevant consumer laws and trade practice requirements

Transport system fare structure and schedules

Advertising policies

Equipment and materials used when selling products and services and procedures and precautions that should be followed in their use

Problems that may occur when selling products and services and appropriate action that can be taken to resolve the problems

Documentation and record requirements

Communication and negotiation requirements when selling products and services

Required skills

Communicate and negotiate effectively with others when selling products and services

Network with others in travel agencies and sales outlets

Read and interpret instructions procedures and product information relevant to the sale of products and services

Interpret and follow operational instructions and prioritise work

Complete documentation and entry of data related to the sale of products and services

Work collaboratively with others when selling products and services

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems or objections that may arise when selling products and services in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies and environments

Work systematically with required attention to detail

Carry out research activities required when selling products and services

Market and promote products and services

Create promotional layouts

Select and use relevant office and communications equipment and materials when selling products and services

Adapt to differences in equipment in accordance with standard operating procedures

Evidence Required

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

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies and other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials andor equipment andor

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through appropriately simulated activities at the registered training organisation andor

in an appropriate range of situations in the workplace


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.

Work may be conducted:

in a range of work environments

Goods and services may include:

tickets

vouchers

items sold on an occasional basis such as surplus equipment or stock

marketing or promotional items

Equipment may include:

point of sale equipment

ticket machines

pricing equipment

electronic calculators

Customers may include:

employees or external customers

Service entitlements may include:

tickets for travel or admission

vouchers to be exchanges for services

Consultative processes may involve:

customers and potential customers

other workplace personnel

supervisors and managers

representatives of travel agencies and sales outlets

official representatives

Communication in the work area may include:

phone

fax

email/internet

electronic data interchange (EDI)

face-to-face communication and memos

signed communications

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

workplace procedures and policies for selling products and services

work instructions, job description and induction materials

pricing information including catalogues and computerised information

published or computerised information on available products and services

manufacturers specifications for office and communications equipment and materials

relevant OH&S requirements and policies

relevant codes of practice and regulations, including trade practice and consumer protection regulations

award, enterprise bargaining agreement and other industrial arrangements

customer service and quality assurance procedures

Applicable regulations and legislation may include:

relevant codes and regulations pertaining to sales of products and services, including trade practice and consumer protection requirements

relevant state/territory OH&S legislation

workplace relations regulations including equal opportunity, equal employment opportunity and affirmative action legislation

workers compensation regulations