NTISthis.com

Evidence Guide: SITTTSL005 - Sell tourism products and services

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

 

SITTTSL005 - Sell tourism products and services

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

Identify customer product needs.

  1. Establish rapport with customer to promote goodwill and trust.
  2. Determine customer needs and preferences, including cultural preferences and expectations.
  3. Identify appropriate products to meet customer needs and specific information and advice relevant to these products.
  4. Identify any customer requests which, if met, would breach ethical and legal commitments.
Establish rapport with customer to promote goodwill and trust.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine customer needs and preferences, including cultural preferences and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify appropriate products to meet customer needs and specific information and advice relevant to these products.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify any customer requests which, if met, would breach ethical and legal commitments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest products that meet customer needs.

  1. Use product knowledge to tailor product options to specific customer needs.
  2. Make any product suggestions according to current promotional focus and organisational preferred product arrangements.
  3. Make customer aware of additional products that may enhance their request and maximise the sale profitability.
  4. Source additional information to meet specific customer needs.
Use product knowledge to tailor product options to specific customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make any product suggestions according to current promotional focus and organisational preferred product arrangements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make customer aware of additional products that may enhance their request and maximise the sale profitability.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source additional information to meet specific customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide specific product information and advice.

  1. Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs.
  2. Suggest alternative products if desired products are unavailable.
  3. Promptly present all options in a clear format and style.
  4. Disclose any sales and product coordination fees in a clear and accessible manner.
Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest alternative products if desired products are unavailable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly present all options in a clear format and style.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Disclose any sales and product coordination fees in a clear and accessible manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sell the product.

  1. Clearly explain and promote product features and benefits.
  2. Provide additional information to address customer questions and objections.
  3. Select and use techniques at the appropriate time to close the sale with the customer.
  4. Identify and act on opportunities to enhance the quality of service to customers.
Clearly explain and promote product features and benefits.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide additional information to address customer questions and objections.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and use techniques at the appropriate time to close the sale with the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and act on opportunities to enhance the quality of service to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up sales opportunities.

  1. Where appropriate, make follow-up contact with customer.
  2. Provide required after sales service according to organisational procedures.
Where appropriate, make follow-up contact with customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide required after sales service according to organisational procedures.

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. Identify customer product needs.

1.1.Establish rapport with customer to promote goodwill and trust.

1.2.Determine customer needs and preferences, including cultural preferences and expectations.

1.3.Identify appropriate products to meet customer needs and specific information and advice relevant to these products.

1.4.Identify any customer requests which, if met, would breach ethical and legal commitments.

2. Suggest products that meet customer needs.

2.1.Use product knowledge to tailor product options to specific customer needs.

2.2.Make any product suggestions according to current promotional focus and organisational preferred product arrangements.

2.3.Make customer aware of additional products that may enhance their request and maximise the sale profitability.

2.4.Source additional information to meet specific customer needs.

3. Provide specific product information and advice.

3.1.Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs.

3.2.Suggest alternative products if desired products are unavailable.

3.3.Promptly present all options in a clear format and style.

3.4.Disclose any sales and product coordination fees in a clear and accessible manner.

4. Sell the product.

4.1.Clearly explain and promote product features and benefits.

4.2.Provide additional information to address customer questions and objections.

4.3.Select and use techniques at the appropriate time to close the sale with the customer.

4.4.Identify and act on opportunities to enhance the quality of service to customers.

5. Follow up sales opportunities.

5.1.Where appropriate, make follow-up contact with customer.

5.2.Provide required after sales service according to organisational procedures.

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. Identify customer product needs.

1.1.Establish rapport with customer to promote goodwill and trust.

1.2.Determine customer needs and preferences, including cultural preferences and expectations.

1.3.Identify appropriate products to meet customer needs and specific information and advice relevant to these products.

1.4.Identify any customer requests which, if met, would breach ethical and legal commitments.

2. Suggest products that meet customer needs.

2.1.Use product knowledge to tailor product options to specific customer needs.

2.2.Make any product suggestions according to current promotional focus and organisational preferred product arrangements.

2.3.Make customer aware of additional products that may enhance their request and maximise the sale profitability.

2.4.Source additional information to meet specific customer needs.

3. Provide specific product information and advice.

3.1.Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs.

3.2.Suggest alternative products if desired products are unavailable.

3.3.Promptly present all options in a clear format and style.

3.4.Disclose any sales and product coordination fees in a clear and accessible manner.

4. Sell the product.

4.1.Clearly explain and promote product features and benefits.

4.2.Provide additional information to address customer questions and objections.

4.3.Select and use techniques at the appropriate time to close the sale with the customer.

4.4.Identify and act on opportunities to enhance the quality of service to customers.

5. Follow up sales opportunities.

5.1.Where appropriate, make follow-up contact with customer.

5.2.Provide required after sales service according to organisational procedures.

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

proactively sell international and domestic destination products from the list in the knowledge evidence to meet the requirements of at least three different customers

demonstrate the following skills during each of the above customer service interactions:

communication with customers to correctly interpret their requirements

use of different sales techniques in response to different customer types

integration of product knowledge into the sales process

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

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

types of international and domestic destination products:

accommodation

activities

airfares

brochured tour packages

cruises

entertainment

entrance to attractions or sites

event management services

food, beverage and catering

functions

incentive tours

inclusive products or optional touring products

meals

meeting or event equipment

speaker services

special event consumable items

special items with customer’s corporate branding

specially tailored itineraries

technical equipment and services

tour guiding services

tours

transfers

transportation

travel insurance

vehicle rental

venue hire

sales techniques:

opening techniques

recognising buying signals

strategies to focus customer on specific products

selling intangible products

selling add-ons and complementary products

overcoming customer objections

closing techniques

ethical and legal commitments relating to the sale of tourism products:

consumer protection

products that breach environmental laws

products that are known to cause negative environmental, cultural or social impacts

products that breach known or advised customer cultural or religious taboos

selling air tickets

those dealing with Australian-based customers, the general characteristics of the main social and cultural groups in Australian society and the key aspects of their cultural and religious protocols and preferences for tourism products

those working in inbound tourism, the general characteristics of the main inbound tourist markets and the key aspects of their cultural and religious protocols and preferences for Australian tourism products

regarding the specific industry sector and organisation:

considerations for selling specific products:

negotiated costs

contractual arrangements

preferred supplier or agent arrangements

primary components of consumer protection laws that relate to selling tourism products and, organisational responsibility for supplying products as described or substituting suitable products

primary components of and actions that must be adhered to by tourism organisations under the Criminal Code Act 1995 for child sex offences outside Australia

inbound tour operators and guides selling and delivering Queensland-based products:

primary components of and actions that must be adhered to by tourism organisations under the Queensland Tourism Services Act 2003

where travel insurance is a product:

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

formats and inclusions used to present information to customers and, styles that cater for those with special needs.