Conduct in-flight retailing

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AVII2006, 'Conduct in-flight retailing'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Conduct in-flight retailing' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Assess customer needs

1.1

Appropriate questioning techniques are used to determine customer needs and product preferences in accordance with workplace procedures

1.2

Individual needs of customers are accurately assessed and suitable products are identified

1.3

Advice is courteously provided to customers about products available for sale in accordance with workplace procedures and trade practices regulations

2

Promote products and customer services

2.1

Products and services available to customers are effectively promoted in accordance with workplace procedures

2.2

Selling techniques appropriate to the product and customer are employed, in order to make sale in accordance with workplace procedures

3

Handle payments

3.1

Customers are courteously advised of amount due in accordance with workplace procedures

3.2

Payments for products are processed in accordance with workplace procedures, including credit card transactions

3.3

Currency conversion rates are correctly applied during transactions

3.4

Correct change is returned to customer

3.5

Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures

4

Handle complaints

4.1

Complaints are promptly and sensitively identified and received in accordance with workplace procedures

4.2

Complaints are handled and/or reported to senior personnel in accordance with workplace procedures

4.3

Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures

5

Complete administrative requirements

5.1

Reconciliation of money and stock is completed in accordance with workplace procedures

5.2

Appropriate documentation of financial transactions and reconciliations is completed, in accordance with workplace procedures and customs requirements

5.3

Pay-in procedures are accurately performed in accordance with workplace operational and security procedures

6

Carry out stocktaking procedures

6.1

Stocktaking procedures are carried out accurately, in a timely manner and in accordance with workplace procedures and regulatory requirements

6.2

Shortfalls are checked and reported as required

6.3

Required stocktaking documentation is completed in accordance with workplace procedures and customs requirements

7

Order and store stock

7.1

Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements

7.2

Uplifted stock is received and checked for quality and quantity

7.3

Faulty or incorrect goods delivered are promptly identified and appropriate action is taken in accordance with workplace procedures

7.4

Uplifted stock is correctly stored in accordance with workplace procedures

7.5

Stock is handled and stored using safe manual handling methods in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations

8

Maintain security

8.1

Compliance is maintained with security procedures to protect saleable amenities and revenue at all times in accordance with workplace procedures

8.2

Breaches in security are promptly identified and reported, and appropriate action is taken in accordance with workplace procedures