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Evidence Guide: SITTTSL005A - 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

 

SITTTSL005A - Sell tourism products and services

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

Identify customer needs.

  1. Accurately identify specific customer needs and preferences, including cultural needs and expectations.
  2. Identify any customer requirements which, if met, would breach ethical and legal commitments.
  3. Establish rapport with the customer to promote goodwill and trust.
  4. Disclose any fees determined by the organisation to ensure charges for sales and product coordination activities are clearly understood by the customer.
Accurately identify specific customer needs and preferences, including cultural needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish rapport with the customer to promote goodwill and trust.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Disclose any fees determined by the organisation to ensure charges for sales and product coordination activities are clearly understood by the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest products to meet customer needs.

  1. Undertake any required research to source information to meet specific customer needs.
  2. Tailor product options to the customer's specific needs.
  3. Make any product suggestions according to current organisation promotional focus and any preferred product arrangements where appropriate.
  4. Make the customers aware of additional products and options that may enhance their itinerary.
  5. Provide all options within the appropriate or agreed timeframe.
  6. Present all options in a format and style most appropriate to the particular customer and according to organisation procedures.
Undertake any required research to source information to meet specific customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tailor product options to the customer's specific needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make any product suggestions according to current organisation promotional focus and any preferred product arrangements where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make the customers aware of additional products and options that may enhance their itinerary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide all options within the appropriate or agreed timeframe.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present all options in a format and style most appropriate to the particular customer and according to organisation procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide product information and advice.

  1. Accurately identify the specific product information and advice needs of the customer.
  2. Provide current and accurate product information and advice, including relevant product conditions in a timely manner.
  3. Ensure the scope and depth of the information are appropriate to customer needs.
  4. Present the information and advice in an appropriate format and style.
  5. Clearly explain and promote product features and benefits to the customer.
  6. Provide additional information to address customer questions and objections.
  7. Select and use techniques at the appropriate time to close the sale with the customer.
  8. Identify and act on opportunities to enhance the quality of service to customers.
Accurately identify the specific product information and advice needs of the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide current and accurate product information and advice, including relevant product conditions in a timely manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure the scope and depth of the information are appropriate to customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present the information and advice in an appropriate format and style.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clearly explain and promote product features and benefits to the customer.

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide any required after sales service according to organisation 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 skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to communicate with the customer and correctly interpret the customer's requirements

ability to apply sales techniques in response to a range of different customer situations

underpinning product knowledge

understanding of consumer liability issues

demonstration of selling skills for multiple products and services and to meet varying customer needs

project or work activities that show the candidates' ability to sell tourism products and services within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes

completion of sales activities within typical workplace time constraints.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills within a fully equipped industry-realistic office environment using appropriate computers, printers, information programs, publications and software programs currently used in the tourism industry to assist the sales function or demonstration within the applicable sales environment for the sector, e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors

interaction with customers to demonstrate selling techniques

use of relevant and current product information to support the sales process, including brochures, timetables, tariffs and product sales kits.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate using various sales techniques to sell a product or service

project and role-play activities that allow the candidate to demonstrate selling skills, including sourcing initial and subsequent products to suit changing customer requests and finalising the sale

written and oral questioning or interview to test knowledge of the consumer regulations that apply and communication principles that underpin sales

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Any related Tourism Sales and Operations units to which this unit has strong links, for example:

SITTTSL003A Source and provide international destination information and advice

SITTTSL004A Source and provide Australian destination information and advice

SITTTSL006B Prepare quotations

SITTTSL007B Receive and process reservations.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Required Skills and Knowledge

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

The following skills must be assessed as part of this unit:

sales techniques

fundamental communication techniques, specifically active listening and questioning

literacy skills to read and interpret the content and format of complex product information documents, including rate schedules and supplier tariff sheets, and sufficient to read plain English documents that relate to legislative requirements of tourism product sales

writing skills to present product options to the customer, such as in the form of an itinerary

numeracy skills to calculate any fees that will apply to the sales and related product coordination activities.

The following knowledge must be assessed as part of this unit:

broad and working knowledge of the principles of selling and sales communication, especially as they relate to intangible products

broad and working knowledge of the legal liability and implications of consumer legislation and regulations relating to selling tourism products appropriate to the particular industry sector and job role

special laws relating to the sale of prohibited products and services, e.g. Child Sex Tourism Law

product knowledge appropriate to the organisation or industry sector

content and format of product information

formats and styles of information presentation, including styles that cater for those with special needs (e.g. presenting information in large print or providing information electronically)

considerations in selling, such as negotiated costs, contractual arrangements or preferred supplier or agent arrangements that may be in place.

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. Bold italicised wording in the performance criteria is detailed below.

Ethical and legal commitments may relate to the sale of:

child sex tourism products or services

products that breach environmental laws

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

damage to environmentally or culturally sensitive areas or sites

disturbance or injury to fauna

physical damage to flora

introduction of exotic and feral species

damage to roads, tracks and fire trails

pollution from vehicle emissions and unmanaged waste

noise disturbance to the local community

trivialisation of culture.

Fees determined by the organisation may include:

service fee

transaction fee

itinerary preparation fee

visa and passport handling fee

loyalty program (e.g. frequent flyer) redemption fee

product booking fee

amendment, cancellation or reconfirmation fee

courier fee

credit card fee

communication fee.

Specific customer needs may relate to:

preferences of different cultures and nationalities

family status

disability

age

gender

available budget

time available

special interests.

There is a broad range of products and services sold within the tourism industry, including:

transportation

airfares

travel insurance

brochured tour packages

specially tailored itineraries

inclusive products or optional touring products

transfers

accommodation

entertainment

tours

cruises

hire cars

entrance to attractions or sites

tour guiding services

activities

meals

functions

special items with customer's corporate branding

venue bookings

speaker services

audiovisual services

meeting or event equipment

special event consumable items

catering.

Sales:

may be made for:

a single product or service

multiple products and services making up a complete itinerary

individual customers

groups

one-off touring arrangements

series tours

incentive tours

meetings

conferences

could be:

face-to-face

on the phone

in writing

by fax

by email or other electronic transmission

related to the sale of a destination

related to the sale of a specific product.