NZQA Expiring unit standard
21854 version 5
Page 1 of 3
Title
Demonstrate knowledge of maximising hospitality sales and service
opportunities to customers
Level
3
Credits
4
Purpose
People credited with this unit standard are able to describe how
to maximise sales and service opportunities using hospitality
product knowledge, and describe the effect of communication
skills on providing sales and service opportunities to hospitality
customers.
Classification
Hospitality > Hospitality - Generic
Available grade
Achieved
Explanatory notes
1
Definitions
Establishment requirements – any policy, procedure, or agreed requirement, either
written or oral, that is made known to the candidate prior to assessment against this
unit standard.
Customers – refer to both internal and external customers within the hospitality
industry.
2
References
Legislation that can be used as references for this unit standard includes but is not
limited to the – Health and Safety in Employment Act 1992, Privacy Act 1993, Human
Rights Act 1993, Fair Trading Act 1986.
Outcomes and evidence requirements
Outcome 1
Describe how to maximise sales and service opportunities using hospitality product
knowledge.
Evidence requirements
1.1
Products and/or services offered by the establishment are identified and
described in accordance with establishment requirements.
1.2
Customer’s needs are identified in accordance with establishment
requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
21854 version 5
Page 2 of 3
1.3
Types of value-added benefits of products or services are described in terms of
their relevance and potential value to the customer, the employee, and the
establishment.
1.4
Opportunities to maximise the promotion or sale of products and/or services are
described in terms of customer needs and establishment requirements.
1.5
Methods and/or techniques for selling products or services are described in
terms of their relevance to different types of hospitality establishments.
Outcome 2
Describe the effects of communication skills on providing sales and service opportunities
to hospitality customers.
Evidence requirements
2.1
Types of verbal communication skills that assist in the provision of sales and
service opportunities are described in accordance with establishment
requirements.
2.2
Types of non-verbal communication skills that assist in the provision of sales
and service opportunities are described in accordance with establishment
requirements.
2.3
Types of questions that assist in confirming that customer’s requirements are
met by the information provided are described.
Range
questions include but are not limited to – open questions, closed
questions.
Replacement information
This unit standard has been replaced by unit standard
27953.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
21854 version 5
Page 3 of 3
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
26 July 2005
31 December 2016
Rollover and
Revision
2
18 July 2008
Rollover and
Revision
3
19 September 2008
Review
4
20 November 2009
31 December 2016
Review
5
12 December 2013
31 December 2016
31 December 2016
31 December 2016
Consent and Moderation Requirements (CMR) reference
0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016