Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Ethical and legal commitments may relate to the sale of:
child sex tourism products or services
products that breach environmental laws
products that are known to cause negative environmental, cultural or social impacts such:
damage to environmentally or culturally sensitive areas or sites
disturbance or injury to fauna
physical damage to flora
introduction of exotic and feral species
damage to roads, tracks and fire trails
pollution from vehicle emissions and unmanaged waste
noise disturbance to the local community
trivialisation of culture.


Fees determined by the organisation may include:
service fee
transaction fee
itinerary preparation fee
visa and passport handling fee
loyalty program (e.g. frequent flyer) redemption fee
product booking fee
amendment, cancellation or reconfirmation fee
courier fee
credit card fee
communication fee.


Specific customer needs may relate to:
preferences of different cultures and nationalities
family status
disability
age
gender
available budget
time available
special interests.


There is a broad range of products and services sold within the tourism industry, including:
transportation
airfares
travel insurance
brochured tour packages
specially tailored itineraries
inclusive products or optional touring products
transfers
accommodation
entertainment
tours
cruises
hire cars
entrance to attractions or sites
tour guiding services
activities
meals
functions
special items with customer's corporate branding
venue bookings
speaker services
audiovisual services
meeting or event equipment
special event consumable items
catering.


Sales:
may be made for:
a single product or service
multiple products and services making up a complete itinerary
individual customers
groups
one-off touring arrangements
series tours
incentive tours
meetings
conferences

could be:
face-to-face
on the phone
in writing
by fax
by email or other electronic transmission
related to the sale of a destination
related to the sale of a specific product.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to communicate with the customer and correctly interpret the customer's requirements
ability to apply sales techniques in response to a range of different customer situations
underpinning product knowledge
understanding of consumer liability issues
demonstration of selling skills for multiple products and services and to meet varying customer needs
project or work activities that show the candidates' ability to sell tourism products and services within the context of the particular industry sector in which they are working or seeking work; for those undertaking generic pre-employment training, assessment must cover a range of industry contexts to allow for a broad range of vocational outcomes
completion of sales activities within typical workplace time constraints.


Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic office environment using appropriate computers, printers, information programs, publications and software programs currently used in the tourism industry to assist the sales function or demonstration within the applicable sales environment for the sector, e.g. a conference venue for the Events sector or touring environment for the Guiding and Tour Operations sectors
interaction with customers to demonstrate selling techniques
use of relevant and current product information to support the sales process, including brochures, timetables, tariffs and product sales kits.


Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of the candidate using various sales techniques to sell a product or service
project and role-play activities that allow the candidate to demonstrate selling skills, including sourcing initial and subsequent products to suit changing customer requests and finalising the sale
written and oral questioning or interview to test knowledge of the consumer regulations that apply and communication principles that underpin sales
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Any related Tourism Sales and Operations units to which this unit has strong links, for example:
SITTTSL003A Source and provide international destination information and advice
SITTTSL004A Source and provide Australian destination information and advice
SITTTSL006B Prepare quotations
SITTTSL007B Receive and process reservations.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.