SITTTSL005 Student Assessment XXXXXXXXXXPage 1 of 6AOI Institute XXXXXXXXXXVer. 1.00Student AssessmentSITTTSL005 Sell tourism products and servicesSITTTSL005 Student...

Attached. Please finish the assignment and provide solution to every single tasks of the assignment and provide all the required documents such as excels and ppt and etc as per the assessment requirement. Thanks.

SITTTSL005 Student Assessment Page 1 of 6 AOI Institute Ver. 1.00 Student Assessment SITTTSL005 Sell tourism products and services SITTTSL005 Student Assessment Page 1 of 6 AOI Institute Ver. 1.00 In order to be assessed as Competent (C) in this unit, you need to provide evidence which demonstrates that you can perform the required competencies to the required standard. Competency depends on consistently demonstrating the skills, attitude and knowledge that enables you to complete workplace tasks confidently in a variety of situations. This unit describes the performance outcomes, skills and knowledge required to proactively sell tourism, travel, hospitality or event products. 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. To attain competence in this unit you must: Successfully complete the Theory Assessment via the student portal Successfully complete the Written Assessment (Task 1, Task 3) Successfully complete the Practical Assessment (Task 2) – Trainer to observe Overview You are working for Happy feet – Walking Tours company (http://happyfeet.ozstudy.com.au/). Due to the pandemic, your booth in the city shopping mall was closed, however, you are operating from home. The company is allowed to operate under some strict conditions. You can take groups of no more than 9 guests plus one tour guide. Also, everyone in the group must wear a face mask and each tour guide must carry a hand sanitiser that can be shared in the group and measure each group member's temperature before commencing the tour. The tour requests are arriving via the online reservation portal in your mailbox. The booth face-to-face experience was replaced with Skype meetings. That means that most of the sales are concluded over the Skype call. Your task is to process and respond to the incoming sales inquiries, contact the prospective customer over the Skype, and close the sales with follow up email. Task 1 - Written You will receive three requests from prospective clients. Your task is to read them carefully and analyse the customer needs. Write a response to each client and invite them for a Skype videoconference. In your response: Establish rapport with customer to promote goodwill and trust Explain the current situation during the pandemic with the tours Invite them for a Skype videoconference with the purpose to clarify the details and discuss their needs Submitting your work Task 1 and Task 3 Compile all three e-mails from Task 1 and all three emails from Task 3 into a single word document and upload one single document via the student portal. E-mail 1 Hi, My name is John. I have seen your website on walking tours around Melbourne. We would like to book one for my family of four next week on Wednesday. We will be leaving Melbourne for our flight to Sydney later that night at 8 pm. I hope that works for you and you can squeeze us in. Oh btw, do you offer family discounts? Regards John E-mail 2 Hi, My name is Evelyn. My family is here to visit me from China. I would like to show them around my city. And I thought that it will be better if I entrust a professional company – like yours. I am not sure which tour is better for them, I am happy to leave this decision to you. Regards Evelyn E-mail 3 Hi, I am Yoshi and I will be in Melbourne this Friday for a seminar. I am an architect from Tokyo and I am interested in Melbourne’s unique architecture. I am interested in the “Astonishing Architecture” tour. I have tried to book in via an online booking system but the page shows no vacancy on Friday. So I was wondering if you can squeeze me into one of the existing groups. Thank you Yoshi Few facts that you need to consider when drafting your response John John has the whole afternoon before his flight back home with his family. Maybe it will be worthwhile to suggest more than one tour. He appears to be savvy with his money so maybe a good family discount will buy him in. Evelyn You need to confirm more details with Evelyn i.e. group size, dates etc. She did not mention her budget but she may be interested in more than one tour. Remember her family may not speak English well. Yoshi The Friday tour is full. But Saturday is available at 9am. Saturday tour can be arranged with a specialist in architecture as a tour guide. This could be a good trade-off for Yoshi who was initially interested in the Friday tour only. Task 2 - Role Play After you have sent the e-mail with the response to each of the prospective clients you will be conducting an online video conference with each client. Your task is to complete the sales with each client. Listen carefully to the client’s needs and address them according to company’s policies and procedures (please refer to the Sales Policy and Procedure uploaded under the Resources in your student portal). Your trainer will schedule a video meeting over Skype which will take approximately 30 minutes to serve three different clients. Your trainer will act as the client, you will act as the company’s sales representative. During the video conference: Demonstrate professional communication and interpersonal skills with your customers and correctly interpret their requirements Build upon the customer’s email and determine their needs, preferences and other expectations by asking open ended questions Identify appropriate tours that meet their specific needs and provide alternatives if the desired tour/date is not available Integrate your knowledge of the tours into the sales process and provide relevant information about the tour to the customer (all the tour details and benefits). Refer to the tours’ information on http://happyfeet.ozstudy.com.au/. Identify customer’s objections and address them effectively Identify any opportunity to enhance the quality of service to the customer and act upon it Use different sales techniques in response to different customer types, for example: Up-selling where you encourage your customers to purchase a comparable higher-end product than the one in question Cross-selling/add-on sale where you invite your customers to buy related or complementary items to the main product or service Summary close where you summarise the major benefits Assumptive/direct close where you feel confident about the sale proceedings and assume the customer wants to make the purchase Availability/alternative close where you ask your customer if you can check if there is a space on the tour Incentive close where you offer packages that are heavily discounted if they coincide with their travel arrangements Instructions for the Trainer/Assessor Name: John Details: John would like to kill the time in Melbourne with his family before the flight. They will check out from the hotel at 10am and have no plans for the rest of the day until their flight at 8pm. He is keen to take 2 tours if the price can be discounted for a family of four. Name: Evelyn Details: Evelyn’s family has 11 members. One member – her grandmother is bounded to a wheelchair. It's 2 more than the maximum group allowed under the restrictions. Evelyn would like to squeeze the extra 2 if she pays more money. She does not want to separate the family. She will offer to pay extra to accept them together. Most of them speak only basic English. In the end, she will agree that the grandpa and grandma will take a separate custom tour with Chinese speaking tour guide. At a slower pace and less intense, it will be a better option for everyone. Name: Yoshi Details: Yoshi is leaving on Monday so he will be ok with a Saturday booking. He is excited about having the specialist tour guide arranged for him. He is asking if an extended itinerary can be arranged at extra cost. Task 3 - Written After the successful sales video conference, you need to follow up with your clients. You need to send them an after sale e-mail in which you will confirm what you have agreed over the conference call. You must finalise the sales process within commercial time constraints and deadlines determined by the Happy Feet – Walking Tours policy and procedure (within 24 hours after the sales video conference). Details to include in your email are: Reassure the customers and congratulate them on their decisions Tour name Tour date and time Tour duration How many people booked in Tour costs (per person and total including GST) Meeting place Any special arrangements and discounts Offer of 10% discount for future tours for repeat customers Submitting your work Task 1 and Task 3 Compile all three e-mails from Task 1 and all three emails from Task 3 into a single word document and upload one single document via the student portal. Trainer Observation Checklist Did the student: Participate in the sales video conference with 3 clients? Demonstrate professional communication and interpersonal skills with their customers and correctly interpret their requirements? Build upon the customer’s email and determine their needs, preferences and other expectations by asking open ended questions? Identify appropriate tours that meet their specific needs and provide alternatives if the desired tour/date is not available? Integrate their knowledge of the tours into the sales process and provide relevant information about the tour to the customer (all the tour details and benefits)? Identify customer’s objections and address them effectively? Identify any opportunity to enhance the quality of service to the customer and act upon it? Use different sales techniques in response to different customer types (e.g. upselling, cross-selling, summary close, assumptive/direct close, availability/alternative close, incentive close)? Complete sales within commercial time constraints and deadlines determined by the customer or the organisation? SITTTSL005 Sell tourism products and services Copyright notice This student workbook was compiled from various sources under the Statutory Education Licence. This book is distributed by AOI Institute to enrolled students for training purposes only. Any redistribution by other party, paid or unpaid of this workbook or its part, is subject to relevant copyright agreement. Please visit copyright.com.au for more information. This document can be printed by AOI Institute student for study purpose only. Our dedication to lowering AOI Institute’s carbon footprint AOI Institute is dedicated to reducing our carbon footprint. As you may have noticed, we have minimised the printed materials and moved towards the digital office. This includes the introduction of digital signatures, online enrolment process, online application forms, electronic assessment dropbox