Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Ethical and legal commitments may relate to:
child sex tourism products or services (child sex offences outside Australia)
consumer protection
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
damage to roads, tracks and fire trails
disturbance or injury to fauna
introduction of exotic and feral species
noise disturbance to the local community
physical damage to flora
pollution from vehicle emissions and unmanaged waste
trivialisation of culture
products that breach known or advised customer cultural or religious taboos
selling air tickets
selling Queensland based products
selling travel insurance.
Specific customer needs may relate to:
age
available budget
disability
family status
gender
preferences of different cultures, nationalities and religions
special interests
time available.
Products and services offered within the tourism, hospitality and events industry are diverse and may include:
accommodation
activities
airfares
brochured tour packages
cruises
entertainment
entrance to attractions or sites
event management services
food, beverage and catering
functions
inclusive products or optional touring products
meals
meeting or event equipment
speaker services
special event consumable items
special items with customer’s corporate branding
specially tailored itineraries
technical equipment and services:
audio-visual
pyrotechnics
rigging
sound and lighting
special effects
stage design and construction
venue styling
tour guiding services
tours
transfers
transportation
travel insurance
vehicle rental
venue hire.
Sales and product coordination feesmay include:
amendment, cancellation or reconfirmation fee
communication fee
courier fee
credit card fee
itinerary preparation fee
loyalty program (e.g. frequent flyer) redemption fee
product booking fee
service fee
transaction fee
visa and passport handling fee.
The sale:
may be made for:
a single product or service
conferences
events
groups
incentive tours
individual customers
meetings
multiple products and services making up a complete itinerary
oneoff touring arrangements
series tours
could be:
by email or other electronic transmission
by fax
facetoface
in writing
on the phone
related to the sale of a destination
related to the sale of a specific product.

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
proactively sell multiple and diverse tourism, hospitality or event products to meet the different requirements of customers
communicate with customers, correctly interpret their requirements and use a range of sales techniques in response to different customer types
integrate product knowledge into the sales process
demonstrate knowledge of the primary components of relevant legislation and actions that must be adhered to by businesses
complete sales activities within commercial time constraints and deadlines determined by the customer or the organisation.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event business operation or activity which sells products and services
a real or simulated tourism, hospitality or event industry environment where products are sold; for example:
a conference venue for the events sector
a reservations area or call centre
touring environment for the guiding and tour operations sectors
a retail shopfront or mobile sales situation for the retail travel sector
an office environment as defined in the Assessment Guidelines
current plain English regulatory documents distributed by government regulators, relevant to the industry sector
customers with whom the individual can interact and to whom they can sell products.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
activities that allow assessment of the individual’s ability to source initial and subsequent products to suit changing customer requests
direct observation, using role plays, of the individual using various sales techniques to sell products or services
written or oral questioning to assess knowledge of the primary components of relevant legislation and actions that must be adhered to by organisations
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITHKOP404 Plan catering for events or functions
SITTTSL301 Provide advice on international destinations
SITTTSL302 Provide advice on Australian destinations
SITTTSL304 Prepare quotations
SITTTSL305 Process reservations
SITXCCS303 Provide service to customers
SITXEVT401 Plan in-house events or functions.