Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Sell tourism products or services

KHU-TOU-0158

Australian Equivalent

SITTTVL004

Elements

Learning Outcomes

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 skill

Elements & Learning Outcomes

E1Identify customer product needs.

0158.E1.O1Establish rapport with customer to promote goodwill and trust.

0158.E1.O2Use communication techniques relevant to the sales environment in which transaction is taking place.

0158.E1.O3Determine customer needs, preferences and expectations.

0158.E1.O4Identify appropriate products to meet customer needs and specific information and advice relevant to these products.

0158.E1.O5Identify and refuse any customer requests which, if met, would breach ethical and legal commitments.

E2Suggest products that meet customer needs.

0158.E2.O1Use product knowledge to tailor product options to specific customer needs.

0158.E2.O2Make product suggestions according to current promotional focus and organisational preferred product arrangements.

0158.E2.O3Make customer aware of additional products that may enhance their request and maximise the sale profitability.

0158.E2.O4Source additional information to meet specific customer needs.

E3Provide specific product information and advice.

0158.E3.O1Provide appropriate scope and depth of current and accurate product information and advice, including relevant product conditions, to meet customer needs.

0158.E3.O2Suggest alternative products if desired products are unavailable.

0158.E3.O3Present all options in a clear format and style.

0158.E3.O4Disclose any sales and product coordination fees in a clear and accessible manner.

E4Sell the product.

0158.E4.O1Clearly explain and promote product features and benefits.

0158.E4.O2Provide additional information to address customer questions and objections.

0158.E4.O3Select and use techniques to close the sale with the customer.

0158.E4.O4Identify and act on opportunities to enhance the quality of service to customers.

E5Follow up sales opportunities.

0158.E5.O1Identify where appropriate and make follow-up contact with customer.

0158.E5.O2Provide required after sales service according to organisational procedures.