Unit of competency Outline

Date retreived
22/07/2026 7:04 AM AWST

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Sell tourism products and services

Sell tourism products and services

Unit of competency
National Code
SITTTSL005
State Code
AWQ89
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
03/03/2016
View on TGA
State Implementation and Classification
Approved Date
12/07/2016
Field of Education
080501 - Sales
Original Release Date
12/07/2016
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to proactively sell tourism, travel, hospitality or event products. 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 unit only covers sales skills and not related product and destination knowledge which is covered in other units.The product can include any international or domestic product sold by any tourism, travel, hospitality, or event 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, visitor information officers, account managers for professional conference organisers, event coordinators, tour guides, restaurant managers, banquet coordinators or managers, resort activities coordinators, tour desk officers, reservations sales agents, and owner-operators of tourism organisations.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.
Notes
Elements and Performance Criteria
1. Identify customer product needs.
  • 1.1.Establish rapport with customer to promote goodwill and trust.
  • 1.2.Determine customer needs and preferences, including cultural preferences and expectations.
  • 1.3.Identify appropriate products to meet customer needs and specific information and advice relevant to these products.
  • 1.4.Identify 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 any 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.Promptly 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 at the appropriate time 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.Where appropriate, 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
WF722 SITTTSL303 Sell tourism products and services Unit of competency
Replaced By
State Code National Code Title Type
OEB08 SITTTVL004 Sell tourism products or services Unit of competency