Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
sources of information on venues, seating and performances/sessions/events
information systems used by venues in relation to seating and ticketing
product knowledge of venue facilities, seating layout and prices as appropriate to the organisation
product knowledge of venue performances/sessions/events times as appropriate to the organisation
broad understanding of the different types and styles of performances/sessions/events as appropriate to the organisation or industry sector
special facilities and services available to people with special needs
procedures and systems for determining availability of tickets
ticket issuing systems, as appropriate to the organisation
payment, refund and exchange policy and procedures
literacy skills sufficient to accurately interpret seating and ticketing information
numeracy skills sufficient to calculate numbers of seats, advise on pricing information.
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
WRRS1B - Sell products and services
CUEFOH07A - Process financial transactions
CUEFOH08A - Process incoming customer orders
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to access appropriate information on venue facilities, and all operational aspects of the performance/session/event - times, prices, ticketing categories
provision of accurate seating and ticketing advice and issuance of tickets within industry-realistic timeframes
ability to provide information and advice which matches customer needs and requests.
Method and context of assessment
The assessment context must provide for:
practical demonstration of skills in providing information for multiple ticketing products to meet varying customer needs
processing requests within typical workplace time constraints, e.g. serving a physical or telephone queue of customers waiting to access seating and ticketing information
interaction with and involvement of a customer group to whom information and advice can be provided.
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate providing information and advice and issuing tickets
case studies to assess ability to match product to customer needs/requests
review of documentation, information manuals or notes kept by the candidate
written or oral questions and tests to assess knowledge of information sources and actual knowledge of venues, ticketing products and prices
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
Assessment of this unit requires access to:
typical industry information storage systems for venue, ticketing and performance/session/event information.
tickets/passes.
Key competencies in this unit
Key competencies are built into all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (1)
Reading seating plans.
Communicating ideas and information (2)
Explaining various issues to customers.
Planning and organising activities (1)
Organising equipment and materials.
Working with others and in teams (1)
Sharing information with colleagues.
Using mathematical ideas and techniques (1)
Dealing with seating plans.
Solving problems (1)
Handling ticket equipment breakdown.
Using technology (1)
Using automated ticketing machine.
Underpinning skills and knowledge
Assessment must include evidence of the following knowledge and skills:
sources of information on venues, seating and performances/sessions/events
information systems used by venues in relation to seating and ticketing
product knowledge of venue facilities, seating layout and prices as appropriate to the organisation
product knowledge of venue performances/sessions/events times as appropriate to the organisation
broad understanding of the different types and styles of performances/sessions/events as appropriate to the organisation or industry sector
special facilities and services available to people with special needs
procedures and systems for determining availability of tickets
ticket issuing systems, as appropriate to the organisation
payment, refund and exchange policy and procedures
literacy skills sufficient to accurately interpret seating and ticketing information
numeracy skills sufficient to calculate numbers of seats, advise on pricing information.
Linkages to other units
This unit has strong linkages to the following units, and combined training and/or assessment is recommended:
WRRS1B - Sell products and services
CUEFOH07A - Process financial transactions
CUEFOH08A - Process incoming customer orders
Critical aspects of evidence
The following evidence is critical to the judgement of competence in this unit:
ability to access appropriate information on venue facilities, and all operational aspects of the performance/session/event - times, prices, ticketing categories
provision of accurate seating and ticketing advice and issuance of tickets within industry-realistic timeframes
ability to provide information and advice which matches customer needs and requests.
Method and context of assessment
The assessment context must provide for:
practical demonstration of skills in providing information for multiple ticketing products to meet varying customer needs
processing requests within typical workplace time constraints, e.g. serving a physical or telephone queue of customers waiting to access seating and ticketing information
interaction with and involvement of a customer group to whom information and advice can be provided.
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate providing information and advice and issuing tickets
case studies to assess ability to match product to customer needs/requests
review of documentation, information manuals or notes kept by the candidate
written or oral questions and tests to assess knowledge of information sources and actual knowledge of venues, ticketing products and prices
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).
Resource requirements
Assessment of this unit requires access to:
typical industry information storage systems for venue, ticketing and performance/session/event information.
tickets/passes.
Key competencies in this unit
Key competencies are built into all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment.
Level 1 = Perform
Level 2 = Administer and Manage
Level 3 = Design and Evaluate
Collecting, organising and analysing information (1)
Reading seating plans.
Communicating ideas and information (2)
Explaining various issues to customers.
Planning and organising activities (1)
Organising equipment and materials.
Working with others and in teams (1)
Sharing information with colleagues.
Using mathematical ideas and techniques (1)
Dealing with seating plans.
Solving problems (1)
Handling ticket equipment breakdown.
Using technology (1)
Using automated ticketing machine.