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Evidence Guide: SITTTSL008 - Book supplier 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!

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SITTTSL008 - Book supplier products and services

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

Administer customer file and identify booking requirements.

  1. Interpret existing or create new records of customer booking requirements.
  2. Prepare and issue customer documents.
  3. Update the financial status of customer records.
  4. Identify all supplier services required by customer.
  5. Identify details of specific products and services confirmed with customer.
  6. Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.
  7. Select suppliers according to negotiated arrangements to maximise the profitability of the sale.
Interpret existing or create new records of customer booking requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and issue customer documents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update the financial status of customer records.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify all supplier services required by customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify details of specific products and services confirmed with customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select suppliers according to negotiated arrangements to maximise the profitability of the sale.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Request products and services.

  1. Request products and services from suppliers using appropriate method.
  2. Provide full details of required booking to ensure customer receives correct product or service.
  3. Request return confirmation of booking from supplier.
  4. Make requests for multiple services in the most practical sequence.
  5. Identify flow-on impacts and book alternative dates and products when desired products are unavailable.
Request products and services from suppliers using appropriate method.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide full details of required booking to ensure customer receives correct product or service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Request return confirmation of booking from supplier.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make requests for multiple services in the most practical sequence.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify flow-on impacts and book alternative dates and products when desired products are unavailable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record requests and confirmations.

  1. File records of all bookings, including requests and confirmations, according to system and procedural requirements.
  2. Monitor files to ensure all confirmations are received and follow up outstanding confirmations.
  3. Note and schedule future action to be taken for bookings.
File records of all bookings, including requests and confirmations, according to system and procedural requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor files to ensure all confirmations are received and follow up outstanding confirmations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Note and schedule future action to be taken for bookings.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update and finalise bookings.

  1. Make and record necessary amendments or adjustments to bookings.
  2. Action supplier payments within designated deadline.
  3. Advise suppliers of final customer details and booking requirements.
  4. Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.
Make and record necessary amendments or adjustments to bookings.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action supplier payments within designated deadline.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise suppliers of final customer details and booking requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.

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. Administer customer file and identify booking requirements.

1.1.Interpret existing or create new records of customer booking requirements.

1.2.Prepare and issue customer documents.

1.3.Update the financial status of customer records.

1.4.Identify all supplier services required by customer.

1.5.Identify details of specific products and services confirmed with customer.

1.6.Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.

1.7.Select suppliers according to negotiated arrangements to maximise the profitability of the sale.

2. Request products and services.

2.1.Request products and services from suppliers using appropriate method.

2.2.Provide full details of required booking to ensure customer receives correct product or service.

2.3.Request return confirmation of booking from supplier.

2.4.Make requests for multiple services in the most practical sequence.

2.5.Identify flow-on impacts and book alternative dates and products when desired products are unavailable.

3. Record requests and confirmations.

3.1.File records of all bookings, including requests and confirmations, according to system and procedural requirements.

3.2.Monitor files to ensure all confirmations are received and follow up outstanding confirmations.

3.3.Note and schedule future action to be taken for bookings.

4. Update and finalise bookings.

4.1.Make and record necessary amendments or adjustments to bookings.

4.2.Action supplier payments within designated deadline.

4.3.Advise suppliers of final customer details and booking requirements.

4.4.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.

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. Administer customer file and identify booking requirements.

1.1.Interpret existing or create new records of customer booking requirements.

1.2.Prepare and issue customer documents.

1.3.Update the financial status of customer records.

1.4.Identify all supplier services required by customer.

1.5.Identify details of specific products and services confirmed with customer.

1.6.Where no specific product or service has been confirmed, select appropriate suppliers to ensure customer needs and quoted prices are met.

1.7.Select suppliers according to negotiated arrangements to maximise the profitability of the sale.

2. Request products and services.

2.1.Request products and services from suppliers using appropriate method.

2.2.Provide full details of required booking to ensure customer receives correct product or service.

2.3.Request return confirmation of booking from supplier.

2.4.Make requests for multiple services in the most practical sequence.

2.5.Identify flow-on impacts and book alternative dates and products when desired products are unavailable.

3. Record requests and confirmations.

3.1.File records of all bookings, including requests and confirmations, according to system and procedural requirements.

3.2.Monitor files to ensure all confirmations are received and follow up outstanding confirmations.

3.3.Note and schedule future action to be taken for bookings.

4. Update and finalise bookings.

4.1.Make and record necessary amendments or adjustments to bookings.

4.2.Action supplier payments within designated deadline.

4.3.Advise suppliers of final customer details and booking requirements.

4.4.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.

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

process three bookings for different products or services listed in the knowledge evidence from initial request to finalisation of the bookings, including at least one for:

a single product or service

a combination of at least four products or services making up one complete package or itinerary

service requests and return confirmations efficiently for each of the above bookings

issue the following paper-based or electronically transmitted customer documents tailored to each of the above bookings:

confirmation letters

credit notes

information packs

invoices

receipts

keep accurate records of above bookings and confirmations

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

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

the specific industry sector and organisation:

different types of reservations and operations systems used to administer the booking of supplier services:

computerised reservations system (CRS)

email

fax

global distribution system (GDS)

internet and intranet

mail

telephone

booking systems and procedures

features of products and services sold

sources of product and service information

sources of negotiated cost of supply, contractual arrangements and preferred supplier arrangements

relationship between the organisation and the supplier

different supplier services that are booked:

accommodation

activities

airline flights

charter flights

cruises

entertainment

entrance to attractions or sites

event management services

food, beverage and catering

functions

meals

meeting or event equipment

speaker services

special event consumable items

special items with customer’s corporate branding

technical equipment and services:

audio-visual

pyrotechnics

rigging

sound and lighting

special effects

stage design and construction

venue styling

tour guiding services

tours

transfers

transportation

vehicle rental

venue hire

different types of bookings that are made for:

conferences

events

group bookings

incentive tours

inclusive tours or optional tours

individuals

meetings

one-off touring arrangements

series tours

industry terminology and common abbreviations used in bookings and confirmations

primary components of consumer protection laws that relate to the provision of products and services, specifically organisational responsibility to:

supply products and services as described

substitute suitable products and services when unavailable

processes involved in updating the financial status of bookings:

checking that the customer has fully paid

generating and issuing invoices and credit notes for changed arrangements

receiving, processing and recording payments

supplier payment actions:

issuing an electronic miscellaneous document (EMD)

reviewing internal orders

requesting payment from the accounts department

self-administering the payment

sending payment by cheque or electronic transmission

key booking details:

any pre-negotiated costs and payment details

customer details

nature of product or service to be provided

special requests or requirements

in the case of a service, date, time and location of its commencement and conclusion

return confirmation inclusion details:

cost

date, time and location of commencement and conclusion of service

payment method and deadline

any special requests

formats and inclusions used in supplier booking requests, and styles that cater for those with special needs.