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, and/or

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 and/or equipment, and/or

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 written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace

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 to advising on and constructing fares for customers including trade practice and consumer protection requirements

Relevant OH&S procedures and guidelines

Workplace procedures and policies for advising on and constructing fares for customers

International and Australian tourism and transport industry policies and regulations

Workplace travel products and services

Applicable insurance and public liability

Relevant consumer law and trade practice requirements

International regulations affecting Australian tourism operations

Air, coach, ferry, tram and rail fare structures and schedules

Procedures for quotation development

Applicable health regulations

Information on agents commissions

Equipment, and materials used when advising on and constructing fares for customers, and precautions and procedures that should be followed in their use

Problems that may occur when advising on and constructing fares for customers, and appropriate action that can be taken to resolve the problems

Documentation and record requirements

Communication and negotiation requirements when advising on and constructing fares for customers

Required skills:

Communicate and negotiate effectively with others when advising on and constructing fares for customers

Read and interpret instructions, procedures and information relevant to advising on and constructing fares for customers

Interpret and follow operational instructions and prioritise work

Complete documentation related to advising on and constructing fares for customers including the preparation of travel documentation

Work collaboratively with others when advising on and constructing fares for customers

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

Promptly report and/or rectify any identified problems that may arise when advising on and constructing fares for customers in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail

Carry out sales and refund procedures

Design and construct itineraries

Construct fares

Process coupons

Carry out research and analysis relevant to advising on and constructing fares for customers

Select and use relevant office and communications equipment and materials when advising on and constructing fares for customers

Adapt to differences in equipment in accordance with standard operating procedures

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

Fares/itineraries to be constructed may include:

air

bus

coach

ferry

rail

tram

combinations

In providing advice to suit the needs of the customer the following types of fares must be considered:

published fares

constructed fares

net fares

promotional fares

Information used when advising on and constructing fares for customers may include:

market trend information

customer requirements regarding tour packages

agency and outlet agreements

workplace budget and business objectives information

Travel documentation may include:

tickets

pre-paid ticket advice

miscellaneous charge orders

credit card charge forms

All documentation issued must be in accordance with:

International Air Transport Association/Domestic Agency Program Australia and Australian transport regulations

Transport provider information includes:

air, coach, rail, ferry guides

fare manuals

computerised data

general travel information

Document details include:

tickets

miscellaneous charge orders

pre-paid ticket advice

credit card charge forms

Consultative processes may involve:

customers and potential customers

other workplace personnel

supervisors and managers

representatives of other transport agencies and organisations

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 and forms

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 advising on and constructing fares for customers

work instructions, job description and induction materials

air, coach, rail, ferry guides, fare manuals, computerised data and general travel information

travel documentation

information related to advertising and promotional activities within the industry

tickets, miscellaneous charge orders, pre-paid ticket advice and credit card charge forms

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

emergency procedures

Applicable regulations and legislation may include:

relevant codes and regulations pertaining to advising on and constructing fares for customers, 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