Unit of competency Outline

Date retreived
23/07/2026 7:19 AM AWST

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Sell tourism products or services

Sell tourism products or services

Unit of competency
National Code
SITTTVL004
State Code
OEB08
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
10/06/2022
View on TGA
State Implementation and Classification
Approved Date
18/10/2022
Field of Education
080501 - Sales
Original Release Date
18/10/2022
Nominal Hours
40
Description
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.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and 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.
No information
No information
Replaces
State Code National Code Title Type
AWQ89 SITTTSL005 Sell tourism products and services Unit of competency