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Evidence Guide: SITTTSL002 - Access and interpret product information

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!

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SITTTSL002 - Access and interpret product information

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

Access product information.

  1. Identify sales or operational need for product information.
  2. Identify and use a range of methods to access sources of product information.
  3. Select sources according to commercial agreements and specific needs.
  4. Source specific product information to meet sales or operational need.
Identify sales or operational need for product information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use a range of methods to access sources of product information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select sources according to commercial agreements and specific needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source specific product information to meet sales or operational need.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret product information.

  1. Read and interpret general and specific details about the product and use information to meet sales or operational need.
  2. Interpret jargon or specifications in product information and apply accurately to sales or operational activity.
  3. Identify and assess any customer, sales or operational risks that relate to the product.
  4. Record and store information for future use.
Read and interpret general and specific details about the product and use information to meet sales or operational need.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret jargon or specifications in product information and apply accurately to sales or operational activity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and assess any customer, sales or operational risks that relate to the product.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and store information for future use.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update product knowledge.

  1. Obtain information to update own knowledge of product features on an ongoing basis.
  2. Source and access information on current and emerging customer technologies.
  3. Share new or updated product information with colleagues.
Obtain information to update own knowledge of product features on an ongoing basis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source and access information on current and emerging customer technologies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share new or updated product information with colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access product information.

1.1.Identify sales or operational need for product information.

1.2.Identify and use a range of methods to access sources of product information.

1.3.Select sources according to commercial agreements and specific needs.

1.4.Source specific product information to meet sales or operational need.

2. Interpret product information.

2.1.Read and interpret general and specific details about the product and use information to meet sales or operational need.

2.2.Interpret jargon or specifications in product information and apply accurately to sales or operational activity.

2.3.Identify and assess any customer, sales or operational risks that relate to the product.

2.4.Record and store information for future use.

3. Update product knowledge.

3.1.Obtain information to update own knowledge of product features on an ongoing basis.

3.2.Source and access information on current and emerging customer technologies.

3.3.Share new or updated product information with colleagues.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access product information.

1.1.Identify sales or operational need for product information.

1.2.Identify and use a range of methods to access sources of product information.

1.3.Select sources according to commercial agreements and specific needs.

1.4.Source specific product information to meet sales or operational need.

2. Interpret product information.

2.1.Read and interpret general and specific details about the product and use information to meet sales or operational need.

2.2.Interpret jargon or specifications in product information and apply accurately to sales or operational activity.

2.3.Identify and assess any customer, sales or operational risks that relate to the product.

2.4.Record and store information for future use.

3. Update product knowledge.

3.1.Obtain information to update own knowledge of product features on an ongoing basis.

3.2.Source and access information on current and emerging customer technologies.

3.3.Share new or updated product information with colleagues.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research and interpret current, relevant and accurate product information in response to at least three different sales-related and operations-related enquiries

use at least two of the following sources to access product information for each of the above enquiries:

computerised reservations systems (CRS)

internet or intranet

global distribution systems (GDS)

international government tourism authority information systems

organisation-designed information systems, such as inventory control databases

principal or supplier of the product

product library

social media websites

state and federal government tourism authority information systems

interpret and correctly use industry terminology and common abbreviations in response to each of the above enquiries for product information

share and interpret product information with colleagues

complete activities within commercial time constraints and deadlines determined by the customer or organisation.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of product information and specific product types

industry accepted terminology, codes and abbreviations for the major categories of tourism, travel, hospitality or event products and services

features and benefits of tourism, travel, hospitality or event products

major product categories:

accommodation

banquets and catering

conferences and incentives

cruising

food and beverage

vehicle rental

wholesale and touring

sales or operational needs for product information in the tourism, travel, hospitality or event industry relating to:

booking a supplier service for the customer

credentials of the tourism operator in minimising negative environmental, social and cultural impacts

hiring special equipment

issuing air tickets

issuing crew documentation

issuing customer documentation for tourism, travel, hospitality or event products

promotional products

providing specific product information and advice for destinations, food and beverage, or events and functions

travel add-ons:

flight fuel emissions offset fee (‘carbon neutral’)

pre-payment of baggage charges

pre-payment of in-flight meals

pre-travel seat selection

travel insurance

planning functions

preparing quotations

processing and monitoring event registrations

processing a reservation from a customer

processing financial transactions

providing advice on customer use of new technologies

travel insurance products:

primary components of the Financial Services Reform Act 2001 and organisational responsibility for supplying product disclosure statements and providing accurate information on the provisions of the insurance policy

methods to obtain product information:

accessing and reading promotional information, such as travel guide books, product brochures or product updates

accessing the internet and intranet

attending professional development activities:

product launches

promotional seminars

trade shows

workshops

conferences

familiarisations

contact with other organisations:

suppliers

principals

tourist information offices

formal study

informal discussions with colleagues and customers

liaising with trade and general media

personal on-site observation or exploration

reading or listening to trade and general references

watching television, videos or films

sources of specific product information

special jargon or specifications:

common abbreviations used in the tourism, travel hospitality and event industries

industry terminology and codes

technical capacity of equipment

use of the 24-hour clock

risks relating to the sale or operation of tourism, travel, hospitality and event products:

fluctuations in exchange rates

limitations in participation due to:

incapacity, age, disability

special licence requirements

non-operation of the product

product price increase

products that cause negative environmental, cultural or social impacts:

damage to environmentally or culturally sensitive areas or sites

damage to roads, tracks and fire trails

disturbance or injury to fauna

introduction of exotic and feral species

noise disturbance to the local community

physical damage to flora

pollution from vehicle emissions and unmanaged waste

trivialisation of culture

safety risk to customer in participating in activities

seasonal non-availability of the product

unclear product provision, deposit, payment and cancellation terms and conditions

unclear product, tax and levy costs.