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Assessment T-1.8.1 Travel Agency Operations, Assessment Task 1, v2 Last updated on 28/02/2018 Page 1 Details of Assessment Term and Year Time allowed 2 weeks Assessment No 1 Assessment Weighting 50% Assessment Type Project with Role Play and Presentation Date 14th November 2018 Room 105 George St Details of Subject Qualification SIT40116 Certificate IV in Travel and Tourism Subject Name Travel Agency Operations Details of Unit(s) of competency Unit Code SITTIND001 Source and Use Information on the Tourism and Travel Industry SITTTSL005 Sell Tourism Products and Services SITTTSL006 Prepare Quotations Details of Student Student Name College Student ID Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: ___________________________ Date: _______/________/_______________ Details of Assessor Assessor’s Name Assessment Outcome Results Competent Not yet Competent Marks /50 FEEDBACK TO STUDENT Progressive feedback to students, identifying gaps in competency and comments on positive improvements: ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my right to appeal and the reassessment procedure Signature: ____________________________ Date: ____/_____/_____ Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Student did not attend the feedback session. Feedback provided on assessment. Signature: ____________________________ Date: ____/_____/_____ T-1.8.1 Travel Agency Operations, Assessment Task 1, v2 Last updated on 28/02/2018 Page 2 Purpose of the Assessment The purpose of this assessment is to assess the student in the following learning outcomes: Competent (C) Not yet Competent (NYC) SITTIND001 Source and Use Information on the Tourism and Travel Industry 1.1.Identify sources of information on the structure and operation of the tourism and travel industry. 1.2.Access specific information of relevance to the tourism and travel industry to assist operational duties 1.3.Obtain information on features of current and emerging tourism products and services relevant to job role. 1.4.Use knowledge of the tourism and travel industry and its products and services to enhance the quality of work performance. 2.1.Obtain information on laws specifically relevant to the tourism and travel industry and work compliantly. 2.2.Seek information on industry quality assurance schemes and use it to benefit own organisation. 2.3.Access information on career planning and equal employment opportunity (EEO) law. 2.4.Obtain information on ethical industry practices and conduct day-to-day tourism and travel activities according to those practices. 3.1.Source and access information on current and emerging technologies that impact on operational duties. 3.2.Use information on technology to suggest new and improved workplace practices. 3.3.Use current and emerging technology in day-to- day work activities to enhance the quality of work performance. 4.1.Identify and use a range of opportunities to update knowledge of the tourism and travel industry. 4.2.Monitor current issues and trends for the industry. 4.3.Share current tourism and travel issues and trends with colleagues. T-1.8.1 Travel Agency Operations, Assessment Task 1, v2 Last updated on 28/02/2018 Page 3 SITTTSL005 Sell Tourism Products and Services 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. 2.1.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. 3.1.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. 4.1.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. 5.1.Where appropriate, make follow-up contact with customer. T-1.8.1 Travel Agency Operations, Assessment Task 1, v2 Last updated on 28/02/2018 Page 4 5.2.Provide required after sales service according to organisational procedures. SITTTSL006 Prepare Quotations 1.1.Create records to administer customer details and requirements. 1.3.Negotiate costs with suppliers according to commercial agreements and relationships, and within scope of individual responsibility. 1.4.Calculate commissions or mark-up net costs according to organisational procedures to determine a profitable selling price. 1.5.Calculate any additional taxes, special fees and other charges. 1.6.Calculate any required currency conversions. 1.7.Calculate final cost of product or service package or itinerary. 1.8.Check product or service package or itinerary calculation against all individual product and service components 1.9.Keep detailed records of method of calculation, according to organisational formats. 2.1.Prepare quotation to reflect required customer inclusions. 2.2.Promptly provide quotation to customer according to organisational procedures and formats. 2.3.Include accurate details of cost of product and service provision, and conditions and limitations of quotation. 2.4.Offer secondary quotations with options, as appropriate. 2.5.Record details of quotation accurately and file according to organisational procedures. 2.6.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste. 3.1.Adjust and update quotations to take account of changed requests or arrangements. 3.2.Provide most up-to-date quotation to customer inclusive of current conditions and limitations. 3.3.Record all details of adjusted quotations and file. T-1.8.1 Travel Agency Operations, Assessment Task 1, v2 Last updated on 28/02/2018 Page 5 Assessment/evidence gathering conditions Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment. Resources required for this Assessment • Computer with relevant software applications and access to internet • Weekly eLearning notes relevant to the tasks/questions Instructions for Students Please read the following instructions carefully • This assessment has to be completed In class At home • The assessment is to be completed according to the instructions given by your assessor. • Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term. • Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. • If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. • Please refer to the College re-assessment and policy for more information (Student handbook). T-1.8.1 Travel Agency Operations, Assessment Task 1, v2 Last updated on 28/02/2018 Page 6 Assessment Matrix – your lecturer will use this matrix to assess your satisfactory competence. Calculate gross, net, commission Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. 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