Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AVII2006B Mapping and Delivery Guide
Conduct in-flight retailing
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | AVII2006B - Conduct in-flight retailing |
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Description | This unit involves the skills and knowledge required to conduct in-flight retailing on a commercial aircraft in accordance with relevant regulatory requirements, including assessing customer needs, promoting products and customer services, handling payments, handling complaints, completing administrative requirements, carrying out stocktaking procedures, reconciling money/stock, ordering and storing stock, and maintaining security of goods and revenue. Licensing, legislative, regulatory or certification requirements are applicable to this unit. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements, including OH&S, customs and security regulations along with customer service principles and protocols to the conduct of in-flight retailing.Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.Work is performed under some supervision usually within a team environment.Work involves the application of customer service principles and procedures, relevant regulations and protocols to the conduct of in-flight retailing on commercial aircraft across a variety of operational contexts within the Australian aviation industry. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
Competency Field | I - Customer Service |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Assess customer needs |
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Element: Promote products and customer services |
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Element: Handle payments |
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Element: Handle complaints |
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Element: Complete administrative requirements |
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Element: Carry out stocktaking procedures |
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Element: Order and store stock |
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Element: Maintain security |
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