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Evidence Guide: SITTTSL016 - Provide specialist advice on cruises

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

 

SITTTSL016 - Provide specialist advice on cruises

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

Source information on cruise operations and trends.

  1. Source information on cruise ship design and features, and benefits of modern cruise ships.
  2. Research current and emerging product development and market trends for domestic and international cruises.
  3. Identify cruise industry governance issues that affect customer participation.
Source information on cruise ship design and features, and benefits of modern cruise ships.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research current and emerging product development and market trends for domestic and international cruises.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify cruise industry governance issues that affect customer participation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop knowledge of cruise destinations.

  1. Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.
  2. Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.
  3. Obtain information on key operational features of cruise destinations.
  4. Source information on features and benefits of key ports of call of cruise destinations.
  5. Obtain information on features of turnaround ports for cruise destinations.
Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain information on key operational features of cruise destinations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source information on features and benefits of key ports of call of cruise destinations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain information on features of turnaround ports for cruise destinations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop knowledge of cruise itineraries.

  1. Obtain and interpret information on cruise itineraries to meet different customer needs.
  2. Source information on features and benefits of shore excursion options for specific cruises.
  3. Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.
  4. Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.
  5. Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.
Obtain and interpret information on cruise itineraries to meet different customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Source information on features and benefits of shore excursion options for specific cruises.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research aspects of on-board ship life.

  1. Identify features and benefits of on-board accommodation options, including location and categories.
  2. Seek information on food and beverage venues and options, including pre-purchased packages.
  3. Obtain information on facilities and services available on board.
  4. Evaluate on-board activities and entertainment options for different types of cruise customers.
  5. Anticipate customer questions and establish scope of information to service diverse customer types.
Identify features and benefits of on-board accommodation options, including location and categories.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek information on food and beverage venues and options, including pre-purchased packages.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain information on facilities and services available on board.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate on-board activities and entertainment options for different types of cruise customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate customer questions and establish scope of information to service diverse customer types.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and advice on cruise options.

  1. Accurately identify the specific information and advice needs of the customer.
  2. Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.
  3. Provide appropriate scope and depth of information to meet customer needs.
  4. Refer customers to current sources of health, safety, visa and regulatory information.
Accurately identify the specific information and advice needs of the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate scope and depth of information to meet customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customers to current sources of health, safety, visa and regulatory information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update knowledge of cruise destinations and products.

  1. Use formal and informal research to continually update cruise destination and product knowledge.
  2. Seek feedback from colleagues and customers on experiences with cruise destinations and products.
  3. Share new or updated product information with colleagues.
Use formal and informal research to continually update cruise destination and product knowledge.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback from colleagues and customers on experiences with cruise destinations and products.

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. Source information on cruise operations and trends.

1.1.Source information on cruise ship design and features, and benefits of modern cruise ships.

1.2.Research current and emerging product development and market trends for domestic and international cruises.

1.3.Identify cruise industry governance issues that affect customer participation.

2. Develop knowledge of cruise destinations.

2.1.Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.

2.2.Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.

2.3.Obtain information on key operational features of cruise destinations.

2.4.Source information on features and benefits of key ports of call of cruise destinations.

2.5.Obtain information on features of turnaround ports for cruise destinations.

3. Develop knowledge of cruise itineraries.

3.1.Obtain and interpret information on cruise itineraries to meet different customer needs.

3.2.Source information on features and benefits of shore excursion options for specific cruises.

3.3.Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.

3.4.Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.

3.5.Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.

4. Research aspects of on-board ship life.

4.1.Identify features and benefits of on-board accommodation options, including location and categories.

4.2.Seek information on food and beverage venues and options, including pre-purchased packages.

4.3.Obtain information on facilities and services available on board.

4.4.Evaluate on-board activities and entertainment options for different types of cruise customers.

4.5.Anticipate customer questions and establish scope of information to service diverse customer types.

5. Provide information and advice on cruise options.

5.1.Accurately identify the specific information and advice needs of the customer.

5.2.Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.

5.3.Provide appropriate scope and depth of information to meet customer needs.

5.4.Refer customers to current sources of health, safety, visa and regulatory information.

6. Update knowledge of cruise destinations and products.

6.1.Use formal and informal research to continually update cruise destination and product knowledge.

6.2.Seek feedback from colleagues and customers on experiences with cruise destinations and products.

6.3.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. Source information on cruise operations and trends.

1.1.Source information on cruise ship design and features, and benefits of modern cruise ships.

1.2.Research current and emerging product development and market trends for domestic and international cruises.

1.3.Identify cruise industry governance issues that affect customer participation.

2. Develop knowledge of cruise destinations.

2.1.Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.

2.2.Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.

2.3.Obtain information on key operational features of cruise destinations.

2.4.Source information on features and benefits of key ports of call of cruise destinations.

2.5.Obtain information on features of turnaround ports for cruise destinations.

3. Develop knowledge of cruise itineraries.

3.1.Obtain and interpret information on cruise itineraries to meet different customer needs.

3.2.Source information on features and benefits of shore excursion options for specific cruises.

3.3.Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.

3.4.Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.

3.5.Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.

4. Research aspects of on-board ship life.

4.1.Identify features and benefits of on-board accommodation options, including location and categories.

4.2.Seek information on food and beverage venues and options, including pre-purchased packages.

4.3.Obtain information on facilities and services available on board.

4.4.Evaluate on-board activities and entertainment options for different types of cruise customers.

4.5.Anticipate customer questions and establish scope of information to service diverse customer types.

5. Provide information and advice on cruise options.

5.1.Accurately identify the specific information and advice needs of the customer.

5.2.Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.

5.3.Provide appropriate scope and depth of information to meet customer needs.

5.4.Refer customers to current sources of health, safety, visa and regulatory information.

6. Update knowledge of cruise destinations and products.

6.1.Use formal and informal research to continually update cruise destination and product knowledge.

6.2.Seek feedback from colleagues and customers on experiences with cruise destinations and products.

6.3.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:

obtain and document current, relevant and accurate information for at least four cruise products each in different cruise regions as listed in the knowledge evidence including:

itinerary and ports of call

cost

accommodation categories and locations

on-board features and facilities:

food and beverage

retail outlets

entertainment

availability of child and family activities

fitness, health, beauty and spa services

visa requirements, including those for ports of call

provide tailored domestic or international cruise product information and advice to meet the requests of customers from at least four different customer types in the following list:

singles

couples

families

groups

special interest

retirees

complete activities 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:

current and emerging product development and market trends for domestic and international cruises

basic aspects of cruise industry governance issues that affect customer participation:

passenger safety and security

environmental impact practices

fuel laws

health and sanitisation policies

medical facilities

operational safety practices:

bridge access

life boats

life jackets

muster stations

securing heavy objects

responsible conduct of gambling

responsible service of alcohol

security

waste management

objectives, primary contents and enforcement of the Passenger Bill of Rights

sources of information on cruise products and destinations:

cruise line operators and the use of business development managers

local sales agents

distribution and marketing networks

government tourism authorities

social media

sources of information on current health and safety issues for cruise destinations:

travel warning advice issued for Australian travellers by the federal government

health advisory notices and vaccination information issued by local and international bodies

sources of information on regulatory issues affecting customer participation in cruise destinations:

passport and visa requirements

customs and quarantine

each of the following geographical cruise regions:

the Americas

Europe

Australia, New Zealand, South Pacific and Antarctica

Asia and the Indian Ocean:

major cruise operators and their product style and target market

major turnaround ports

main ports of call (cruise itinerary)

major shore excursions for the main ports of call

common objections to purchasing cruise holidays:

cost

sea-sickness

feelings of confinement or boredom

only for the elderly and rich

unique features of cruising as a type of holiday

concept of a cruise ship as a destination and an on-board experience

key characteristics of:

ocean cruises

river cruises

adventure, expedition and niche cruises

features and benefits of major types of on-board facilities and services:

accommodation locations and categories

food and beverage venues

retail outlets

fitness, health, beauty and spa services

entertainment activities

kid's clubs and family activities

features of key ports of call:

areas of environmental, social or cultural significance or sensitivity

banking and currency information

facilities for customers with special needs

local customs

local economy

local facilities

major cities, towns and tourist areas and precincts

major gateways for and transport networks within the region and destination

major man-made and natural tourist attractions

special features of the host community

special regional features

key maritime terminology, jargon and common abbreviations for cruise products:

accommodation types

on-board facilities and services

operational features of the itinerary

operational features of the ship

ship specifications

key operational features of cruises:

health and safety issues

regulatory issues

seasonality

visas

profile of different types of cruise passengers listed in the performance evidence and their cruise product preferences.