SITTTVL004 - Sell tourism products or services

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SITTTVL004 - Sell tourism products or services

Assignment Cover Sheet

Student ID
Student Name
Unit	SITTTVL004 - Sell tourism products or services
Assessment Task - Title/Number
Trainer/Assessor
Date Submitted

Note: Plagiarism/Cheating is a serious offence. If a student is found plagiarising/cheating, it may result in a penalty of suspension/cancellation of student’s enrolment. In submitting their work, students must be aware of college’s Plagiarism and Academic Misconduct Policy available in student handbook, college’s website and student administration.

Declaration of Originality:

By submitting this assignment for assessment, I acknowledge and agree that:

§ This assessment task/work is submitted in accordance with the college’s Plagiarism and Academic Misconduct Policy. I also understand the serious nature of academic dishonesty (such as plagiarism) and the penalties attached to being found guilty of committing such offence

§ No part of this assessment task/work has been copied from any other source without acknowledgement of the source

§ No part of this assessment task/work has been written by any other person, except to the extent of team and/or group work as defined in the unit/assessment task

§ A copy of the original assessment task/work is retained by me and that I may be required to submit the original assignment to the trainer/assessor upon request

§ The trainer/assessor may, for the purpose of assessing this assessment task/work:

o Provide a copy of this assignment to another member of the faculty for review and feedback; and/or

o Submit a copy of this assignment to a plagiarism checking service. I acknowledge that a plagiarism checking service provider may then retain a copy of this assessment task/work on its database for the purpose of future plagiarism checking

Late submission: Late submission without a prior approval of the trainer/assessor will not be accepted and may delay the assessment outcome. You may also need to resubmit work as per college’s Reassessment Policy.

I declare that this assessment is my own work.

Student signature:

Date:

Admin Use Only

Received | Date Stamp Comments (if any)

Assessment Summary
Read all the instructions below before attempting the assessment task. Assessment tasks are tools used to determine if you have the knowledge and skills to complete tasks to industry standards within the workplace. Your trainer/assessor will help you throughout this task and it is your responsibility to provide enough evidence to justify a competent decision by the trainer/assessor. If you do not understand the questions or what is required, ask your trainer/assessor for assistance. For group assessments, all students are to contribute to the assessment tasks. You can work in groups up to a maximum of four people.

You are to complete all tasks by the due date and assessments must have a coversheet attached. If you think you do not have enough time to complete the tasks by the due date, discuss with the trainer/assessor the reasons of why you cannot submit on time.

Writing your responses

When answering questions, ensure that your answers are detailed enough to so the assessor can draw a conclusion that you have the knowledge and/or skills to demonstrate competency. Handwritten answers must be written in blue or black pen. When producing reports, ensure that your project has a title page, table of contents, page numbers, reference list, ensuring that your answers thoroughly match the questions asked.

Answer all questions in your own words to avoid plagiarism. Plagiarism is copying someone else’s work or ideas and saying that it your own work. Sources of work must be properly referenced, outlining the source of your ideas. Penalties may include having to resubmit the assessment task again, repeating the Unit of competency, or for repeat plagiarism, expulsion from Australian College of Hospitality & Business Management.

Marking of Assessments

On submission of your assessment will be marked for a result of either Satisfactory (S) or Not Yet Satisfactory (NYS). If you receive a NYS result, you will be asked to redo the tasks again. To achieve a competent result with this unit, all tasks need to be completed and marked as satisfactory. Your trainer/assessor will provide feedback to you on each task, outlining where you must improve to achieve a Satisfactory (S) result. When all tasks are marked as Satisfactory (S), you will receive a result of Competent (C) for this unit otherwise, you will be marked Not Yet Competent (NYC). Assessments submitted to the trainer/assessor after the due date may not be accepted, and you may have to pay a resubmission fee / adjustment may apply.

Students with Special Needs

If leaners/learners have any special needs (e.g. physical disability, learning difficulty) regarding assessment, they should be directed to discuss these with the Course Coordinator. The college will endeavour to make all possible and reasonable adjustments to any aspect of assessment in order to address those needs. Some examples of additional support could include:

§ Language, literacy and numeracy (LLN)

§ Assistive technology

§ Additional materials or tutorials

§ Assistance in using technology for online delivery components.

Reasonable adjustment

Reasonable adjustment refers to any modification made to the learning environment, certification requirements, training delivery or assessment method to help learners with a disability access and participate in education and training on the same basis as those without disability (IBSA, 2015). The Disability Standards for Education 2005 were formed under the Disability Discrimination Act 1992. They clarify the obligations of training providers to ensure that learners who have a disability are able to access and participate in education and training on the same basis as those without disability.

Some examples of reasonable adjustments could include:

§ Personal support services, e.g. a reader, Auslan interpreter, a scribe

§ assistive technology or special equipment, e.g. screen readers, magnifiers, alternative keyboards

§ modifying the presentation method, e.g. visual, oral, print, electronic

§ adjustments to timeframes, e.g. providing materials prior to class, extended time limits

§ adjustment of the physical environment, e.g. specific furniture, arrangement of classroom.

The determination of “reasonableness” requires judgement that must take into account the impact on the RTO and the need to maintain the integrity of the qualification. While reasonable adjustments can be made to the ways in which evidence of performance is gathered and demonstrated, the criteria for making Competent/Not Yet Competent decisions (and/or awarding grades) should not be altered in any way. That is to say, the standards expected should be the same irrespective of the group and/or individual being assessed (Disability Standards for Education 2005).

Skill Recognition and Credit Transfer

Appropriate credit(s) may be granted to eligible students against each unit of competency on presentation of evidence of successful completion of the same unit in an equivalent or higher qualification. Under the Australian Qualifications Framework, this qualification recognises competencies achieved as part of a Nationally Recognised Qualification from other institutes or universities.

Students may also apply for Recognition of Prior Learning (RPL) by providing evidence that they have the required skills and knowledge in the specific areas of competency through work/industry experience and/or completed eligible assessments in equivalent or higher qualification.  

Please refer to college’s RPL/Credit Transfer Policy for more information and applicable procedures. The policy is available either through the faculty coordinator or college’s website

Academic Policies and Procedures

Applicable policies and procedure related to this course including plagiarism, assessments, appeals and complaints, can be found with the course coordinator as well as in the “Policies and Procedures” section of the college’s website.

Submission of Work

All the written works must be submitted in a hard copy, and an additional soft/electronic copy if required by the trainer/assessor, with an accompanying “Assessment Cover Sheet”. Each Assessment Cover Sheet should be signed by the student and must contain student details and date of submission.

Material submitted for assessment—Word processed assignments, reports, essays, projects, etc. must contain student’s name, ID (if available). Within the context of these assessment tasks, the assessor fulfils the role of client, manager or supervisor, as applicable. Work submitted for “approval” within this context must demonstrate care and attention to detail, such that the student inspires confidence that the work is being undertaken competently.

Where soft copy/electronic files are submitted, students are encouraged to name the files according to established procedure. This would typically include a course or unit code, assessment or submission code, and in the case of multiple files an alphanumeric identifier. Multiple files may also be required to be submitted within an enclosing folder (with similar, appropriate naming conventions) or archive format—e.g. zip. Follow submission guidelines in each assessment task for specific instructions.

Unit Overview

This unit describes the performance outcomes, skills and knowledge required to proactively sell tourism products and services. It requires the ability to identify specific customer needs, suggest a range of products to meet those needs, provide current and accurate product information and close the sale.

The product can include any international or domestic product sold by any travel organisation. The organisation could be a principal (the supplier) or an agent selling products on behalf of the principal. The sale may be made for a single product or multiple products making up a complete package or itinerary.

This unit applies to frontline sales or operations personnel who operate with some level of independence and under limited supervision. This includes travel consultants, inbound tour coordinators, reservations sales agents and owner-operators of small travel organisations.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

The sale of travel and tourism products is subject to specific regulations under several federal and state or territory pieces of legislation:

§ personnel selling travel insurance to a client must meet the requirements of the Financial Services Reform Act (2001)

§ inbound tour operators (ITOs), irrespective of their location, selling tours that operate within Queensland are subject to the Queensland Tourism Services Act (2003). They must register with the Queensland Office of Fair Trading. This law also applies to tour guides residing anywhere in Australia when working in Queensland and selling local products. ITO personnel and guides do not need to meet any training or certification requirements.

Learning Outcomes

On successful completion of this unit, the learner/trainee will be able to;

§ Identify customer product needs

§ Suggest products that meet customer needs.

§ Provide specific product information and advice.

§ Sell the product.

§ Follow up sales opportunities.

As well as demonstrating the performance criteria, to be assessed as competent, the learner must demonstrate their ability to apply the required knowledge and skills in a range of situations.  These are summarised in the Competency Standards section below.

Prerequisite Requirements

This unit does not have a pre-requisite.  

Performance Criteria

The following performance criteria specify the required level of performance for each of the elements of competency:

Element	Performance Criteria
1. Identify customer product needs	1.1. Establish rapport with customer to promote goodwill and trust. 1.2. Use communication techniques relevant to the sales environment in which transaction is taking place. 1.3. Determine customer needs, preferences and expectations. 1.4. Identify appropriate products to meet customer needs and specific information and advice relevant to these products. 1.5. Identify and refuse 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 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. 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 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. Identify where appropriate and make follow-up contact with customer. 5.2. Provide required after sales service according to organisational procedures.

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

§ identify the tourism product requirements of at least three different customers, each in a different sales environment

§ sell a combination of at least three different tourism products from the list in the knowledge evidence to each of the above customers

§ during each of the above customer service interactions:

§ communicate with customers to correctly interpret their requirements

§ use different sales techniques in response to different customer types

§ integrate product information in the sales process

§ complete above sales within commercial time constraints and deadlines determined by the customer or the organisation.

Knowledge Evidence

The following knowledge must be assessed as part of this unit:

§ types and characteristics of tourism products:

§ accommodation

§ attractions

§ air product

§ cruise product

§ tours

§ transportation

§ travel insurance

§ vehicle rental

§ features of and communication techniques for different sales environments

§ sales techniques:

§ opening techniques

§ qualifying

§ recognising buying signals

§ strategies to focus customer on specific products

§ selling intangible products

§ selling add-ons, upgrades and complementary products

§ overcoming customer objections

§ closing techniques

§ ethical and legal commitments relating to the sale of tourism products:

§ consumer protection

§ products that breach environmental laws

§ products that are known to cause negative environmental, cultural or social impacts

§ products that breach known or advised customer cultural or religious taboos

§ those dealing with Australian-based customers, the general characteristics of the main social and cultural groups in Australian society and the key aspects of their cultural and religious protocols and preferences for tourism products

§ those working in inbound tourism, the general characteristics of the main inbound tourist markets and the key aspects of their cultural and religious protocols and preferences for Australian tourism products

§ considerations for selling specific products relevant to the specific industry sector and organisation:

§ negotiated costs

§ contractual arrangements

§ commissions and margins

§ preferred supplier or agent arrangements

§ primary components of consumer protection laws that relate to selling tourism products and, organisational responsibility for supplying products as described or substituting suitable products

§ primary components of and actions that must be adhered to by tourism organisations under the Criminal Code Act 1995 for child sex offences outside Australia

§ requirements for inbound tour operators and guides selling and delivering Queensland-based products:

§ primary components of and actions that must be adhered to by tourism organisations under the Queensland Tourism Services Act 2003

§ requirements where travel insurance is a product:

§ primary components of the Financial Services Reform Act 2001 and, organisational responsibility for supplying product disclosure statements and providing accurate information on the provisions of the insurance policy

§ formats and inclusions used to present information to customers and, styles that cater for those with special needs.