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.
Service may be provided:
on any passenger-carrying aircraft type in commercial service
during short and/or long haul services
in any category of service including economy, business class and first class
in any allowable operating and weather conditions
in accordance with regulatory and operational requirements
Performance may be demonstrated on:
an approved cabin service simulator
a passenger-carrying aeroplane
Payments for products may be made:
in Australian currency
in foreign currency
by credit card
by travellers cheque
Questioning techniques may include:
open questions (useful for gaining new information)
closed questions (useful for gaining commitment or confirming needs/understanding)
limiting questions (useful for offering alternatives, such as to verify/clarify information before recommending, to enable focus on particular passenger's needs, to provide control and direction)
leading/rhetorical questions (useful for focusing on a particular need; answer is implied in question)
active listening
checking understanding
Advice to passengers on aspects of saleable products/amenities may include:
features
benefits
match to customer's needs
price
payment methods
Security procedures for the protection of saleable amenities may include:
stock procedures
stowage
bond store locks and keys
Persons consulted during in-flight retailing may include:
passengers
other crew members
relevant ground staff
aircraft resourcing staff
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures
Information/documents may include:
relevant regulations pertaining to in-flight retailing including regulations pertaining to trade practices and the operation of carts in aisles
airline in-flight retailing and security procedures and instructions including procedures and precautions for credit card transactions
job specification
OH&S procedures
operational manuals for equipment used during in-flight retailing
information on saleable products, amenities and services
information on currency conversion/exchange rates
sale catalogues
stocktake checklists and procedures
customs requirements
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant regulations pertaining to in-flight retailing, including CASA regulations relating to retail operations on aircraft (i.e. the operation of carts in aisles)
relevant OH&S legislation
taxation legislation including GST
relevant trade practices regulations
equal opportunity and anti-discrimination legislation
relevant customs and quarantine regulations
relevant Australian Standards
industrial relations and workplace compensation legislation

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement

Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace