Trainee Evidence Guide

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Trainee Evidence Guide
Unit Standard 23769 Demonstrate knowledge of the sales function
within a tourism workplace
Level 3, Credit 3, Version 1
This evidence guide aims to assist you in preparing for assessment against this unit
standard. It outlines the requirements for each element in the unit standard and the
knowledge you need to have before you are assessed.
1. Purpose of the unit standard:
People credited with this unit standard are able to demonstrate knowledge of the sales
function within a tourism workplace.
2. Special notes from the unit standard
Upselling refers to a practice in sales aimed at convincing the customer to buy a higher
priced item than the one originally enquired about.
Suggestion selling refers to a practice in sales in which the salesperson seeks to increase
the value of the sale by suggesting related lines, special promotions, or seasonal
merchandise to complement the original purchase.
Workplace objectives incorporate the vision, mission statement, and business objectives of
the workplace.
Assessment against this unit standard will be carried out under controlled conditions.
Controlled conditions means that the candidate is supervised during the assessment.
3. Resources
The following resources may be useful when completing this assessment:
• Personal Job Description
• Workplace policies and procedures manual
• Copy of your performance appraisal
4. Sources of evidence may include
•
•
•
Written assessment of knowledge
Performance Appraisals
In-house training and personal improvement plans
Instructions:
All tasks are to be carried out in accordance with enterprise requirements, the enterprise
being the workplace setting the standards required.
Read though the checklist on the following pages; if you can confidently tick all the boxes
then you are ready to be assessed. If not, you will need to complete additional work before
you are assessed.
© ATTTO – ATTTO Setting the standard for training in Aviation, Tourism, Travel and Museums
Moderated by ATTTO – October, 2008. EG Edition 2 – updated February 2009.
Page 1 of 4
The column labelled evidence is there for you to make notes about the type of evidence you
are going to supply. This is optional.
If you are unsure of any requirements you may contact your assessor or workplace mentor
for further clarification.
© ATTTO – ATTTO Setting the standard for training in Aviation, Tourism, Travel and Museums
Moderated by ATTTO – October, 2008. EG Edition 2 – updated February 2009.
Page 2 of 4
Evidence Checklist for US 23769
Performance criteria
Evidence
Element 1: Demonstrate knowledge of the sales function within a tourism workplace.
1.1
You will be required to describe the purpose of the selling function in terms of its contribution to
the achievement of your tourism workplace objectives.
Your answer must incorporate comments on the relevant business vision, mission statement,
and business objectives of the business relevant to the role you perform within your tourism
workplace.
1.2
You must describe the role each individual undertakes as a sales person in terms of its impact
on workplace image and success.
You must describe how the image you as an individual project impacts on the overall success
of your workplace and workplace image.
1.3
You must describe the characteristics of effective sellers and their impact on sales to tourism
workplace customers. These include:
Attitude
Communication skills
Customer service skills
Motivation
Personality
Product knowledge
Technical skills
Other (Please specify)
Your answer must include all the characteristics that are listed above plus any others that are
relevant to the role you perform.
© ATTTO – ATTTO Setting the standard for training in Aviation, Tourism, Travel and Museums
Moderated by ATTTO – October, 2008. EG Edition 2 – updated February 2009.
Page 3 of 4
Evidence Checklist for US 23769
1.4
You must be able to describe the concepts of up-selling and suggestion selling in terms of their
significance to workplace objectives within your role in a tourism workplace.
Up-selling is a practice in sales aimed at convincing the customer to buy a higher priced item
than the one originally enquired about.
Suggestion selling is a practice in sales in which the salesperson seeks to increase the value
of the sale by suggesting related lines, special promotions, or seasonal merchandise to
complement the original purchase.
Your answer must include the description of both up-selling and suggestion selling and give
examples from your workplace.
1.5
You must be able to identify the difference between benefits and features in terms of the
products offered within your role in the tourism workplace.
You will need to identify the features and benefits of at least three (3) products from your
tourism workplace.
1.6
You must identify add-ons in terms of products that you sell within your role in the tourism
workplace.
You will identify the features and benefits of at least three (3) add-ons products from your
tourism workplace that may compliment the product offered.
© ATTTO – ATTTO Setting the standard for training in Aviation, Tourism, Travel and Museums
Moderated by ATTTO – October, 2008. EG Edition 2 – updated February 2009.
Page 4 of 4