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Evidence Guide: AVII2006B - Conduct in-flight retailing

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVII2006B - Conduct in-flight retailing

What evidence can you provide to prove your understanding of each of the following citeria?

Assess customer needs

  1. Appropriate questioning techniques are used to determine customers' needs and product preferences in accordance with workplace procedures
  2. Individual needs of customers are accurately assessed and suitable products are identified
  3. Advice is courteously provided to customers on products available for sale in accordance with workplace procedures and trade practices regulations
Appropriate questioning techniques are used to determine customers' needs and product preferences in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Individual needs of customers are accurately assessed and suitable products are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advice is courteously provided to customers on products available for sale in accordance with workplace procedures and trade practices regulations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote products and customer services

  1. Products and services available to customers are effectively promoted in accordance with workplace procedures
  2. Selling techniques appropriate to the product and customer are employed, in order to make sale in accordance with workplace procedures
Products and services available to customers are effectively promoted in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Selling techniques appropriate to the product and customer are employed, in order to make sale in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle payments

  1. Customers are courteously advised of amount due in accordance with workplace procedures
  2. Payments for products are processed in accordance with workplace procedures, including credit card transactions where applicable
  3. Currency conversion rates are correctly applied during transactions where applicable
  4. Correct change is returned to customer, where appropriate
  5. Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures
Customers are courteously advised of amount due in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Payments for products are processed in accordance with workplace procedures, including credit card transactions where applicable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Currency conversion rates are correctly applied during transactions where applicable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Correct change is returned to customer, where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle complaints

  1. Complaints are promptly and sensitively identified and received in accordance with workplace procedures
  2. Complaints are handled and/or reported to senior personnel in accordance with workplace procedures
  3. Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures
Complaints are promptly and sensitively identified and received in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaints are handled and/or reported to senior personnel in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete administrative requirements

  1. Reconciliation of money and stock is completed in accordance with workplace procedures
  2. Appropriate documentation of financial transactions and reconciliations is completed, in accordance with workplace procedures and customs requirements
  3. Pay-in procedures are accurately performed in accordance with workplace operational and security procedures
Reconciliation of money and stock is completed in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate documentation of financial transactions and reconciliations is completed, in accordance with workplace procedures and customs requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Pay-in procedures are accurately performed in accordance with workplace operational and security procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Carry out stocktaking procedures

  1. Stocktaking procedures are carried out accurately, in a timely manner and in accordance with workplace procedures and regulatory requirements
  2. Any shortfalls are checked and reported as required
  3. Required stocktaking documentation is completed in accordance with workplace procedures and customs requirements
Stocktaking procedures are carried out accurately, in a timely manner and in accordance with workplace procedures and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Any shortfalls are checked and reported as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Required stocktaking documentation is completed in accordance with workplace procedures and customs requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Order and store stock

  1. Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements
  2. Uplifted stock is received and checked for quality and quantity
  3. Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures
  4. Uplifted stock is correctly stored and in accordance with workplace procedures
  5. Stock is handled and stored using safe manual handling methods in accordance with OH&S regulations
Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Uplifted stock is received and checked for quality and quantity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Uplifted stock is correctly stored and in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Stock is handled and stored using safe manual handling methods in accordance with OH&S regulations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain security

  1. Compliance is maintained with security procedures for the protection of saleable amenities and revenue at all times in accordance with workplace procedures
  2. Breaches in security are promptly identified and reported and appropriate action is taken in accordance with workplace procedures
Compliance is maintained with security procedures for the protection of saleable amenities and revenue at all times in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Breaches in security are promptly identified and reported and appropriate action is taken in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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/or 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 equipment, and

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 activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant regulatory requirements pertaining to in-flight retailing

Relevant OH&S, hygiene and environmental procedures and regulations

Relevant customs, quarantine, equal opportunity and anti-discrimination regulations

Principles of customer service and effective selling

Airline procedures and standards for in-flight retailing, including selling, stocktaking, stock/money reconciliation, customs, security and administrative processes

Saleable products, amenities and services including their features, characteristics and pricing

Risks that exist when conducting in-flight retailing and related risk control procedures and precautions

Problems that may occur when conducting in-flight retailing and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when conducting in-flight retailing

Read and interpret instructions, regulations, procedures and other information relevant to in-flight retailing

Interpret and follow operational instructions and prioritise work

Complete documentation related to in-flight retailing

Operate electronic communication equipment to required protocol

Work collaboratively with others when conducting in-flight retailing

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 occur when conducting in-flight retailing in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when conducting in-flight retailing

Apply precautions and required action to minimise, control or eliminate hazards that may exist when conducting in-flight retailing

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies, situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required when conducting in-flight retailing

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.

Service may be provided:

on any passenger-carrying aircraft type in commercial service

during short and/or long haul services

in any category of service including economy, business class and first class

in any allowable operating and weather conditions

in accordance with regulatory and operational requirements

Performance may be demonstrated on:

an approved cabin service simulator

a passenger-carrying aeroplane

Payments for products may be made:

in Australian currency

in foreign currency

by credit card

by travellers cheque

Questioning techniques may include:

open questions (useful for gaining new information)

closed questions (useful for gaining commitment or confirming needs/understanding)

limiting questions (useful for offering alternatives, such as to verify/clarify information before recommending, to enable focus on particular passenger's needs, to provide control and direction)

leading/rhetorical questions (useful for focusing on a particular need; answer is implied in question)

active listening

checking understanding

Advice to passengers on aspects of saleable products/amenities may include:

features

benefits

match to customer's needs

price

payment methods

Security procedures for the protection of saleable amenities may include:

stock procedures

stowage

bond store locks and keys

Persons consulted during in-flight retailing may include:

passengers

other crew members

relevant ground staff

aircraft resourcing staff

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:

company procedures

enterprise procedures

organisational procedures

established procedures

standard operating procedures

Information/documents may include:

relevant regulations pertaining to in-flight retailing including regulations pertaining to trade practices and the operation of carts in aisles

airline in-flight retailing and security procedures and instructions including procedures and precautions for credit card transactions

job specification

OH&S procedures

operational manuals for equipment used during in-flight retailing

information on saleable products, amenities and services

information on currency conversion/exchange rates

sale catalogues

stocktake checklists and procedures

customs requirements

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

relevant regulations pertaining to in-flight retailing, including CASA regulations relating to retail operations on aircraft (i.e. the operation of carts in aisles)

relevant OH&S legislation

taxation legislation including GST

relevant trade practices regulations

equal opportunity and anti-discrimination legislation

relevant customs and quarantine regulations

relevant Australian Standards

industrial relations and workplace compensation legislation