MAINTAIN PRODUCT
INFORMATION INVENTORY
D2.TTA.CL2.12
Slide 1
Subject elements
This unit comprises five Elements:

Identify the function of product information inventory in
the travel and tourism business

Source and interpret products and information for
inventory

Enter product information onto inventory systems

Update product information inventory

Supply inventory information
Slide 2
Assessment
Assessment for this unit may include:

Oral questions

Written questions

Work projects

Workplace observation of practical skills

Practical exercises

Formal report from supervisor
Slide 3
Element 1:
Identify the function of product
information inventory in the
travel and tourism business
Slide 4
Identify the function of product
information inventory in the travel
and tourism business
Performance Criteria for this Element are:

Describe the role of product information inventories

List the businesses involved with product
information inventories

Identify the formats of product
information inventories
Slide 5
Role of product information
The tourism industry is one of the largest industries in the
world and for many countries is its major economy and
employer.
Industry knowledge is a vital pre-requisite for effective
performance within the industry.
Slide 6
Role of product information
The idea of obtaining product knowledge is so that you
can use it for:

Your benefit

The benefit of the venue

The ultimate benefit of the customers
Slide 7
Product knowledge
Importance of product knowledge
Developing and maintaining product knowledge is a very
important element of providing excellent levels of customer
service in the tourism industry.

How can you maintain product knowledge?

How do you know what information to collect?
Slide 8
Importance of product information
Importance of identifying and accessing product
knowledge

To demonstrate professionalism

To answer routine questions

To provide destination information and advice

To provide specific product advice

To provide additional information

To advise customers of up-coming events

To make recommendations and suggestions
Slide 9
Importance of product information
Importance of identifying and accessing product
knowledge

Selling tourism products

Quote specific individual tourism product prices

Booking and coordinating services

Receiving and processing reservations

Processing financial transactions

Issuing customer travel documentation
Slide 10
Importance of product information
Importance of identifying and accessing product
knowledge

Issuing itineraries

Explain the features of the products

To generate repeat business from customers

To generate referral business

To comply with general operational requirements
Slide 11
Product information inventories
Role of product information inventories

Whilst having product knowledge itself is essential for
any tourism operator, in many cases most product
knowledge required by staff to help meet the needs of
customers will be kept in appropriate 'information
systems' that can be accessed by staff when required
Slide 12
Product information inventories
Role of product information inventories

Providing a readily accessible and current database of
information that staff can use in their selling
endeavours

Optimising the potential for staff to make accurate
bookings and sales that best comply with identified
client requests

Enabling staff to respond professionally
to client requests for information

COMPLETE ACTIVITY 1
Slide 13
Travel and tourism businesses
Identify travel and tourism businesses
When compiling product information for your 'product
knowledge' data bases, it is essential to identify the different
types of businesses in which your potential customers may
use.

What types of businesses do you seek product
information from?
Slide 14
Travel and tourism businesses
Transportation

Airlines

Cruise operators

Railway operators

Bus lines

Car rental businesses

Limousine hire

Taxis
Slide 15
Travel and tourism businesses
Suppliers and providers of support and ancillary
services

Travel insurance providers

Finance providers

Currency exchange

Conference and similar venues

Interpreters
Slide 16
Travel and tourism businesses
Accommodation

Hotels and motels

Guest houses

Bed and breakfasts

Caravan parks and camping grounds

Resorts

Time share properties

Apartments, villas and cottages

Conference and exhibition centres
Slide 17
Travel and tourism businesses
Attractions and Theme Parks

Museums and galleries

National parks, wildlife parks and gardens

Theme parks

Heritage sites and centres

Sport and activity centres

Aquarium and zoos
Slide 18
Travel and tourism businesses
Tour Operators

A tour operator typically organises sightseeing tours and
accommodation in a particular destination or region

They act as a middle person between the Wholesaler and
the Principal or Supplier of the product
Slide 19
Travel and tourism businesses
Inbound Tour Wholesaler

An Inbound Tour Wholesaler packages products to form a
trip for an overseas market travelling to a specific country
Outbound Tour Wholesaler

An Outbound Tour Wholesaler negotiates product from
International Suppliers for clients in a specific travelling to
an international destination
Slide 20
Travel and tourism businesses
Retail Travel Agents

A Retail Travel agent is the go-between between the
client and the Wholesaler

It is the Retail agent who obtains all the relevant details
from a client to enable them to make a booking through a
Wholesaler
Slide 21
Travel and tourism businesses
Local, regional and national information services

These information services exist to assist the public and
Travel agents in obtaining information on a particular
region from the experts

This can be at a local, regional or national level
Slide 22
Travel and tourism businesses
MICE

Meetings

Incentives

Conventions

Exhibitions
Slide 23
Travel and tourism businesses
Ministries of Tourism

Each country within the ASEAN region will have
dedicated government ministry specifically focused on the
tourism industry

Their role is to regulate and manage the industry
Slide 24
Travel and tourism businesses
Tourism Boards

Coordinate the efforts of hotels, airlines and
travel agents to develop the tourism industry of
the country

Initiate new marketing ideas to promote image
aboard

Provide travel agent licensing and tourist guide
training

Promote the development of infrastructure and
tourist attractions

Organise events to attract visitors
Slide 25
Travel and tourism businesses
Industry Authorities

Authorities are established, either by a government or
working closely with government to provide services
relating to the tourism industry
Slide 26
Travel and tourism businesses
Industry Associations
Industry associations are bodies that all businesses can elect
to join that serve specific and over-arching industry sectors.

Representing the industry

Offer legal advice

Provide training

Identify cost savings

COMPLETE ACTIVITY 2
Slide 27
Formats of product information
Identify the formats of product information inventories
Before we look at the actual information that can be sourced
from the different types of tourism businesses, it is important
to consider:

The system your organisation will use to 'collect, file and
store' product information

The types of information we seek from each business

The desired format of the information
Slide 28
Formats of product information
Identify the formats of product information inventories
The overall goal of any product storage system is for staff to
provide up-to-date and accurate quotations and advice for
your customers by knowing:

Where to look for the product information

How to interpret the information

Who to contact for clarification

Present the quotation and advice in professional
and understandable terms to your customer
Slide 29
Formats of product information
Formats of product information inventories
Quite simply formats of product information inventories may
include:

Manual systems

Computerised systems

Combination of the above
Slide 30
Formats of product information
Manual systems
Manual systems are information compiled by
your organisation, either through the collection of
hard or electronic files which are stored
methodically in the organisation for further use.
What are examples of information stored in:

Hard copy format

Electronic format
Slide 31
Formats of product information
Manual systems

Brochures, flyers and pamphlets

Product manuals

Supplier information and sales kits

Confidential and general industry tariffs

Preferred contracts or agreements

Clue cards

Fare sheets

Industry publications, advices and notices

Videos
Slide 32
Formats of product information
Manual systems

Posters

Timetables

Atlases and maps

Travel literature

Travel Guides

Newspapers and magazines

Internal databases

Online product training modules
Slide 33
Formats of product information
Computerised systems
There are endless systems that can be used to retrieve
information from, depending on the exact needs of the client,
including but not limited to:

Internet websites

Computerised Reservation System (CRS)

COMPLETE ACTIVITY 3
Slide 34
Element 2:
Source and interpret products
and information for inventory
Slide 35
Source and interpret products and
information for inventory
Performance Criteria for this Element are:

Identify information that may be entered onto a
product information inventory

Request businesses to supply required product
information

Interpret product information received from
businesses

Review and evaluate product information

Obtain additional product information
Slide 36
Identify product information
Identify product information to gather
Before seeking information from each of these types of
businesses it is important to identify the types of information
that you require from each to help you advise your clients in
their future travel needs.

What types of product information do you want to gather?
Slide 37
Identify product information
Destination information

General destination information

Statistical information

Currency

Maps

Travel guides

Events
Slide 38
Identify product information
Destination information

Languages

Safety

Government information

Time zones

Communications
Slide 39
Identify product information
Local community information

Local attractions

Shopping and retail areas

Events and festivals

Eateries

Supermarkets

Local transport

Activities

Places of worship
Slide 40
Identify product information
International destination information
When providing information on international destinations to
your customers, you will need to advise them of the
government regulations that apply when people wish to leave
the country.

What information do you need to gather and explain to
clients wishing to travel overseas?
Slide 41
Identify product information
Tours

Company name, name of tour and duration

Departure date, time and location address

End date, time and location address

Type of accommodation e.g. single, twin-share

Tour company specific baggage labels

Hotel list

Tour information booklet

Included services
Slide 42
Identify product information
Attractions
Attractions can include:

Historic sites

Scenic location

Special event
Tourist attractions can be:

Natural

Man-made
Slide 43
Identify product information
Activities

What are examples of tourism related activities?
Slide 44
Identify product information
History
Many people are interested in history, and therefore
information on the history of a destination can be important to
customers

What are examples of history that attracts tourism?
Slide 45
Identify product information
Geographical features

Mountain ranges

Lakes

Rivers

Caves

Waterfalls

Rock formations

Beaches

National parks
Slide 46
Identify product information
Local customs and culture
Every destination will have customs that are specific to that
place and that particular culture.
What are examples of:

Local customs?

Local culture?
Slide 47
Identify product information
Climate
It is important that you understand the weather conditions
and patterns of the destination.

Why is this important?

How can you identify climatic conditions?
Slide 48
Identify product information
Accommodation

Room types

Tariffs

Products and services

Room facilities

Location and distance to attractions

Packages

Blocked dates

Seasons and times

Minimum purchase
Slide 49
Identify product information
Accommodation

Booking and stay requirements

Property name and address

Room type and category

Number of nights

Check-in and check-out dates

Check-in and check-out times
Slide 50
Identify product information
Accommodation

Day use or late check-out if applicable

Inclusions

Extra charges payable direct

Special requests

Special promotions
Slide 51
Identify product information
Amenities and services
Amenities and services refer to the provision of basic
services for travellers including:

Toilets

Water

Electricity

Food and beverage including restaurants,
cafes, bistros

Medical services
Slide 52
Identify product information
Amenities and services

Banks and post offices

General safety facilities including fire, police emergency
services

Entertainment

Sporting facilities

Shopping
Slide 53
Identify product information
Airlines

Airline or combination of airlines

Airport codes

Airline codes

City codes

Flight numbers

Schedules / timetables

Destinations

Routing
Slide 54
Identify product information
Airlines

Origin and destination

Code share flights

Normal fares

Discounted fares, including infants, children,
students, pensioners and groups

Fares for unaccompanied children

Promotional fares and packages

Taxes
Slide 55
Identify product information
Airlines

General air travel rules and restrictions

Class of travel

Stopovers

Mileage restrictions allowed

Minimum and maximum stays

Ticketing time limit

Payment conditions
Slide 56
Identify product information
Car hire

Company, category, type

Pick-up and drop-off depots

Pick-up and drop-off dates and times

Inclusions and exclusions

Special requests

Notes
Slide 57
Identify product information
Cruises

Name of the ship and voyage number

Embarkation date, time and port address

Disembarkation date, time and port address

Grade/category and cabin type and number

Passenger dining preference

Pre-booked special requirements
Slide 58
Identify product information
Transfers

Name of company providing the transfer

Local address and local telephone contact

Type of transfer

Pick-up date, time and location

Drop-off date, location

Special instructions in relation to transfer
Slide 59
Identify product information
Rail

Name of Pass

Duration and type of pass

Validity dates
Slide 60
Identify product information
Travel Documentation
Besides having product knowledge on hand about various
travel and tourism options that can be provided to clients, it is
also essential to have travel related documentation on file as
well.
Travel documentation will relate to:

Non-air documentation

Air documentation
Slide 61
Identify product information
Industry statistics

Types of tourism businesses

Types and demographics of customers

Top destinations

Hotel occupancy percentages

Reasons for stays

Current industry information

Destination countries
Slide 62
Identify product information
Industry statistics

Departure months

Length of stay

Type of organisation for the trip

Transport mode

Accommodation type

Expenditure

Popular tourist attractions

COMPLETE ACTIVITY 4
Slide 63
Requesting product information
Requesting product information from tourism
businesses

Once you have identified the types of tourism businesses
and their product and service information in which you
wish to gather, it is now time to contact them and request
information which you can add to your product
information inventory
Slide 64
Requesting product information
Objectives when contacting tourism businesses

Making contact with tourism businesses

Introducing your business to the organisation

Identify if the tourism business 'fits' your company profile
or image

Gain an understanding of the tourism products and
services they provide
Slide 65
Requesting product information
Objectives when contacting tourism businesses

Understand their 'promotional message' and how to
promote their products and services

Discuss contractual agreements and terms and
conditions for working together

Requesting product information
Slide 66
Requesting product information
Making contact with tourism businesses

Telephoning targeted businesses

Making face-to-face requests of sales staff that visit the
office

Making e-mail requests

Registering to receive information,
newsletters and up-dates.
Slide 67
Requesting product information
Introducing your business to the organisation

Name of company

Location

Licence Number

Key contacts

Products and services provided

Identification of clients

Competitive advantages of your organisation

What you are seeking in a partnership
Slide 68
Requesting product information
Identify if the tourism business 'fits' your
company profile or image

For any successful partnership to take place,
both companies must work with companies that
match or reflect their own image and vision

When companies work together, the practices of
one of the businesses will impact on the brand
of the other

The key is to provide mutual benefit
Slide 69
Requesting product information
Gain an understanding of the tourism products and
services they provide
One of the most important aspects of contacting a tour
company is to gain an understanding of what they can offer
to your client.

Identify key features and benefits

Ask questions

Arrange familiarisations
Slide 70
Requesting product information
Understand their 'promotional message' and how to
promote their products and services

Identify their promotional activities

Identify their special offers
Slide 71
Requesting product information
Discuss contractual agreements and terms and
conditions for working together

Commercial agreements

Contract of sale

Contract rates

Incentives

Bookings, confirmation and conditions
Slide 72
Requesting product information
Requesting product information

Once all necessary arrangements have
been made it is now time to request
product information.

Try to make the formats selected the most
'user friendly' and cost effective

Brochures are one of the most commonly
requested formats of product information

COMPLETE ACTIVITY 5
Slide 73
Interpret product information
Need to interpret product information
Once you have received the product information from tourism
organisations it is now time to interpret what has been
received.

Why is this important?

What should be interpreted?

How can you interpret information?
Slide 74
Interpret product information
Purpose of interpreting product information
This serves a number of purposes including:

Gaining further understanding of their offering

Identifying any questions you may have

Identify the key selling points in which you may convey to
clients
Slide 75
Interpret product information
Methods to interpret product information

Understanding resources, including interpreting
codes, abbreviations, acronyms and individual
supplier terminology

Converting currencies

Interpreting terms and conditions

Understanding limitations and elements of
products and services, especially packages and
deals

Identifying fees and charges
Slide 76
Interpret product information
Interpreting codes, abbreviations and terminology

Phonetic alphabet

The 24-hour clock

Airport city codes

Airline codes

COMPLETE ACTIVITIES 6&7
Slide 77
Interpret product information
Interpreting codes, abbreviations and terminology

Cruise ship terminology

Tours terminology

Car hire terminology

Rail travel terminology

Accommodation terminology

Insurance terminology
Slide 78
Interpret product information
Travel related costs

Destinations and duration of travel

Standard of product or service

Rates

Costs and tariffs

Inclusions
Slide 79
Interpret product information
Travel related costs

Specials

Packages

Discounts

Peak and low season rates

Premiums

Commissions and group rates
Slide 80
Interpret product information
Travel requirements

Entry

Passport

Visas

Vaccination information services

Warnings

Advisory bulletins

Customs information

Finance

Travel insurance
Slide 81
Interpret product information
Booking conditions

How to book – who to contact

Amount of deposit required

Prices and validity

Assumption of risk

Exclusion of liability

Payment deadline

Ticketing deadline
Slide 82
Interpret product information
Booking conditions

Extension ticketing deadline

Cancellation by the supplier

Force Majeure

Cancellation by the travel agent

Cancellation charges

Availability of any type of change to booking
Slide 83
Interpret product information
Booking conditions

Availability of changes to class of booking

Types of booking amendments

Amendment fees

Complaints

Authority of suppliers and tour leaders

Baggage allowance
Slide 84
Interpret product information
Booking conditions

Excess baggage charges

Health, fitness and age limits

Publicity

Privacy

Governing law
Slide 85
Review product information
Review and evaluate product information

Assessing currency of the information provided

Determining degree of usefulness of the
information

Identifying new information that is needed to
supplement existing product information

Considering the applicability of information to
client queries and needs

Judging accuracy and honesty of the
information provided by suppliers.

COMPLETE ACTIVITY 8
Slide 86
Obtain additional product information
Need to obtain additional product information

Whilst tourism businesses will provide the majority of
information in which you may need to accurately inform
clients of possible products and services provided by a
range of suppliers, at times you may be required to obtain
additional product information
Slide 87
Obtain additional product information
Need to obtain additional product information
This may result from:

Direct questions from potential customers

Questions from potential customers

Points raised by tourism staff requiring clarification

Additional information regarding a location
which is not detailed in
individual company's materials
Slide 88
Obtain additional product information
Methods to obtain additional product information

Making telephone calls

Sending e-mails

Internet research

Interrogation of the internal database

Asking network of contacts

Subscribing to industry magazines, newsletters, updates
Slide 89
Obtain additional product information
Sources of additional product information

To date, we have explored the methods
involved in collecting product information
directly from tourism related businesses

In this section we will look at other useful
sources of information which can be used to
expand and enhance the current product
knowledge you have acquired
Slide 90
Obtain additional product information
Sources of additional product information

Colleagues, supervisors and managers

Representatives

Developing your own industry network

Networking with industry colleagues

Conferences and seminars

Information services

Computerised information systems
Slide 91
Obtain additional product information
Sources of additional product information

Accommodation guides

Travel publications

TV programs

Educationals / familiarisations

Product launches

Trade shows

Local community information

COMPLETE ACTIVITY 9
Slide 92
Element 3:
Enter product information onto
inventory systems
Slide 93
Enter product information onto
inventory systems
Performance Criteria for this Element are:

Load data onto the product information inventory
system in accordance with host enterprise policies and
procedures

Verify completeness, accuracy and currency of
information entered onto the product information
inventory
Slide 94
Load information into inventory system
Load data onto the product information inventory
system
Once the relevant product information has been sourced,
reviewed and evaluated, it must be filed for future use as
deemed most appropriate by the enterprise and in-keeping
with any relevant policies and procedures.
Slide 95
Load information into inventory system

Every tourism operator will have their own method of
filing and storing information

Every office will have a system of filing all information
so that it is easy to retrieve
Slide 96
Load information into inventory system
Options for storing product information
As previously mentioned the product information inventory
systems may be:

Manual filing systems

Computerised systems

Combination of the above
Slide 97
Load information into inventory system
Loading product information considerations

Timing of data entry and up-dates, including
update schedules

Authorities to enter data, including designation
of individuals and positions within the business

Identification of specific data that must and
must not be entered onto the system

Complying with operational requirements
of the data system

Version controls to note dates material
was last edited/up-dated.
Slide 98
Load information into inventory system
Manual filing systems

Public area displays

Back of house storage areas

Filing cabinets

Suspension files

Personal information manual

Contact details of tourism businesses

COMPLETE ACTIVITY 10
Slide 99
Load information into inventory system
Computerised systems
A Global Distribution System (GDS) is a network operated
by a company that enables automated transactions
between third parties and booking agents in order to
provide travel-related services to the end consumers

What are examples of GDS systems
Slide 100
Load information into inventory system
Global Distribution Systems
The major GDS systems include:

Travelport (Galileo, & Apollo)

Travelport (Worldspan)

Amadeus

Sabre

COMPLETE ACTIVITY 11
Slide 101
Load information into inventory system
Policies and procedures
All tourism organisations will have a range of
policies and procedures relating to the way in which
product information will be managed.
In summary:

A policy is a rule or statement

A procedure is a step by step instruction on how
a specific incident or activity should be
conducted
Slide 102
Verify information accuracy
Verify completeness, accuracy and currency of
information
It is of vital importance that the information you provide to
your customer is:

Accurate

Readily understood by the customer

Provided in a timely manner

Provided in an appropriate format and style

Provided in an appropriate depth and scope
Slide 103
Verify information accuracy
Methods to ensure accuracy of information

Identify date in which current information
was compiled

Checking version of the brochure or
information

Checking on the website for accurate 'real
time' information

Contacting the supplier to verify information

COMPLETE ACTIVITY 12
Slide 104
Element 4:
Update product information
inventory
Slide 105
Update product information
inventory
Performance Criteria for this Element are:

Monitor product information inventory

Request additional allocations

Remove information from product
information inventory

Input up-dates and other product information
changes as they arrive
Slide 106
Update information inventory
Monitor product information inventory

Given that the role of tourism staff is to provide
information to clients it is essential that the information
provided remains current and accurate

Whilst it is essential that any information collected and
used for analysis be relevant and current, it is also
important to ensure that information inventories are upto-date
Slide 107
Update information inventory
Methods to monitor product information inventory

Assessing completeness, accuracy and currency of
the product information

Verifying source of information

Monitoring bookings, allotments/allocations and
requests

Ensuring regular up-dates in accordance with
supplier schedules and seasonal demands

Ensuring all products and services offered are
supported by suitable and sufficient product
information inventory
Slide 108
Update information inventory
Monitor current issues

Attend all meetings that you are required to attend

Read the memos

Monitor the media

Fine tune your own personal radar

Form your own informed opinion

Talk to supervisors and management

Talk to customers

Read the newsletters and updates

COMPLETE ACTIVITY 13
Slide 109
Update information inventory
Request additional allocations
Whilst you may have a scheduled time in which to replace
and update brochures or minimum par level for when
brochures need to be replenished, at times you will need
to request additional allocations of brochures or other
promotional materials.

What are reasons for additional allocations?

What are strategies for handling low levels
of product information inventory?
Slide 110
Update information inventory
Remove information from product information
inventory
As part of product inventory management, it is essential
that any 'outdated' or inaccurate copies of brochures or
information be removed immediately.

How can this be achieved?
Slide 111
Update information inventory
Methods to remove information

Deleting information regarding products and
services that have been removed from the service
menu

Over-writing dated information with revised
information

Removing out-of-date information

Complying with designated host enterprise
guidelines

Removing hard copy material that supports and
reflects product information inventory data
Slide 112
Update information inventory
Meeting needs of product supplier when removing
information

Supplier may want outdated copies to be:

Returned to them

Shredded or destroyed

Marked in a manner that identifies them as invalid
or outdated

Placed in normal waste

Recycled in line in with organisational values
Slide 113
Input up-dates and changes
Updating information
In a number of cases whilst the bulk of information in a
brochure may be relevant, aspects of them may need
to be updated or changed.

What are reasons for updates and changes?

How can they be made to existing brochures?
Slide 114
Input up-dates and changes
Reasons for updates

Price changes

Changes to products and services

New packages

Updated facilities

New attractions

Changes in visa requirements

New management

New awards

Stories of interest

New agreements with partner organisations
Slide 115
Input up-dates and changes
Input up-dates and other product information

Adding new information as soon as possible

Ensuring related hard copy material is
removed or amended

Updated with new promotional information or
pages

Amended by removing selected pages

Ensuring accuracy of data entry

COMPLETE ACTIVITY 14
Slide 116
Element 5:
Supply inventory information
Slide 117
Supply inventory information
Performance Criteria for this Element are:

Identify internal personnel to whom product
inventory information advice may be provided

Identify frequency with which product
inventory information advice may be provided

Prepare and distribute reports and product
information to internal personnel

Provide assistance to internal personnel
Slide 118
Supply inventory information
Input up-dates and other product information
Now that the product information inventory is complete
and up to date, it is vital that any staff members who will
be using this information to help clients is well versed in:

Its location

Access

Use
Slide 119
Supply inventory information
Considerations when supplying product information
Before we determine what information needs to be
communicated to internal personnel it is vital to:

Identify internal personnel needing access to product
information inventories

Identify their role in the management of
product information inventories

Identify frequency in which product information
inventory is to be communicated
Slide 120
Supply inventory information
Identify internal personnel

Head office

Managers, supervisors and owners

Sales staff, including counter-staff, ticketing
officers and other client-contact staff

Marketing department

Accounting department, including individual
responsible for price setting
Slide 121
Supply inventory information
Identify roles in the management of product
information inventories
The roles may include updating information relating to:

Categories of tourism businesses

Geographical locations

Formats of product information

Current industry trends, announcements

Visa and travel updates

COMPLETE ACTIVITY 15
Slide 122
Identify communication frequency
Identify frequency for communicating
information
Whilst new product information may appear
each and every day, there will normally be
designated times in which to:

Pass this information on to staff

Informs staff of the key aspects of the
information

Provide advice how this information can
be used to the benefit of the client
Slide 123
Identify communication frequency
Identify frequency in which product information
inventory is to be communicated
The frequency for the communication of product
information will take into consideration:

Prepared schedules for disseminating internal
information, including staff briefings, schedules staff
meetings and management meetings

Complying with immediate demand where
no prior notice exists
Slide 124
Communicate information
Importance of communicating product information

It is vital that all necessary procedures, guidelines and
information developed for the maintenance and use of
product information inventory are communicated to
those who are providing information to clients
Slide 125
Communicate information
Importance of communicating product information
The type of communication used must ensure that all the
necessary people who will be impacted:

Know about it

Understand their role

Understand how product information
inventory will be used
Slide 126
Communicate information
Prepare reports
There is a wide selection of reports that
management and staff can look at that will
provide valuable information in regards to
product knowledge

What is the purpose of reports?

What types of reports can be prepared?

What information is contained within these
reports?

Who needs these reports?
Slide 127
Communicate information
Methods to communicate information

Formal meetings

SOP's

Staff briefings at the start and end of shifts

One-on-one or group discussions

Training sessions

Informal communication during a shift

Discussing new product information when it
arrives

Presentation by suppliers

Youtube clips and videos
Slide 128
Communicate information
Information to communicate

Guidelines for the management and use of product
information inventory

Procedures for the use and explanation of
information

New products and services on the market

Review of new formats of information arriving at
the store

Key pieces of information in new products and
services to be communicated to clients

Specific examples of good or bad service
provided by suppliers
Slide 129
Communicate information
Information to communicate

Changes to prices of products and services

Changes to products

Changes to promotions

New information relating to travel

Changes to booking protocols
Slide 130
Providing assistance
Providing assistance
Even when information is communicated about new or
changes to existing products information inventory, at
times staff will need further assistance to ensure the
information is used in the best available manner.

What are reasons for providing assistance?
Slide 131
Providing assistance
Types of assistance

Providing information as required

Clarifying information and information that is
potentially conflicting

Explaining how to present information to clients

Making recommendations

Verifying information sourced by staff

COMPLETE ACTIVITY 16
Slide 132