Sell tourism products and services

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 SITTTSL005, 'Sell tourism products and services'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Sell tourism products and services' 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. 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.