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 SITTTSL005A, '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
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Identify customer needs. | 1.1 | Accurately identify specific customer needs and preferences, including cultural needs and expectations. |
1.2 | Identify any customer requirements which, if met, would breach ethical and legal commitments. | ||
1.3 | Establish rapport with the customer to promote goodwill and trust. | ||
1.4 | Disclose any fees determined by the organisation to ensure charges for sales and product coordination activities are clearly understood by the customer. | ||
2 | Suggest products to meet customer needs. | 2.1 | Undertake any required research to source information to meet specific customer needs. |
2.2 | Tailor product options to the customer's specific needs. | ||
2.3 | Make any product suggestions according to current organisation promotional focus and any preferred product arrangements where appropriate. | ||
2.4 | Make the customers aware of additional products and options that may enhance their itinerary. | ||
2.5 | Provide all options within the appropriate or agreed timeframe. | ||
2.6 | Present all options in a format and style most appropriate to the particular customer and according to organisation procedures. | ||
3 | Provide product information and advice. | 3.1 | Accurately identify the specific product information and advice needs of the customer. |
3.2 | Provide current and accurate product information and advice, including relevant product conditions in a timely manner. | ||
3.3 | Ensure the scope and depth of the information are appropriate to customer needs. | ||
3.4 | Present the information and advice in an appropriate format and style. | ||
3.5 | Clearly explain and promote product features and benefits to the customer. | ||
3.6 | Provide additional information to address customer questions and objections. | ||
3.7 | Select and use techniques at the appropriate time to close the sale with the customer. | ||
3.8 | Identify and act on opportunities to enhance the quality of service to customers. | ||
4 | Follow up sales opportunities. | 4.1 | Where appropriate, make follow-up contact with the customer. |
4.2 | Provide any required after sales service according to organisation procedures. | ||