Student Assessment SITTTSL002 Access and interpret product information Document Info Author: Lenka Menyhartova Legal Name: Australian Online Institute Pty. Ltd. CRICOS Provider: 02679C RTO: 21594...

attached


Student Assessment SITTTSL002 Access and interpret product information Document Info Author: Lenka Menyhartova Legal Name: Australian Online Institute Pty. Ltd. CRICOS Provider: 02679C RTO: 21594 E-mail: [email protected] Phone: +61 3 9662 1401 Address: AOI Institute 108 Bourke Street Melbourne VIC 3000 Document version: > For version history and document details please visit following link: http://versioncontrol.aoi.edu.au Always check for the most recent version of this document. © 2022 AOI Institute 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, and so on. For more details about our project talk to our friendly staff or visit our website. Contents Student Instructions4 Scenario 15 Scenario 29 Scenario 312 Student Instructions 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 access product information on tourism, travel, hospitality, or events products to fulfil sales or operational needs. It requires the ability to identify sources of information and to interpret specific details of the products. To attain competence in the unit ‘Access and interpret product information’ you must: · Successfully complete the Theory Assessment (via the exam portal) · Successfully complete the Case Study Scenario 1 You work for a local travel agency. You have clients from Geelong, an elderly couple John and Maria, who are planning their road trip across the Europe. They have booked a flight ticket already and now they would like to plan their European road trip. They will be landing at Vienna International Airport in Austria and will depart 6 weeks later from Charles de Gaulle International Airport in Paris. They plan to visit following countries: · Austria · Switzerland · Germany · Luxembourg · Belgium and · France As they prefer to go on a road trip, they would like to travel by car across the Europe. They have few options on their minds, they would like get a convertible or a large luxury car. They do not have particular budget to meet as they are using their lifetime savings and have no financial constraints. Task 1 At this stage they are only planning and considering different options available to them. Your task is to research car hire options to suit their needs and travel destinations. Research what car hire options are available to meet John and Maria’s needs. During your research, consider following: · The limits on the rentals (i.e. mileage) · Possibility of returning the car to a different location in a different country · Preferred car option · Costs · Additional costs (e.g. insurance excess) · Extras provided (GPS, insurance excess, waiver etc.) After you have completed the research and found 2 (two) products and/or services that meet the couple’s needs complete following tasks. Task 2 Describe the sources of information used to find relevant information on product or service. For each source briefly describe the information that you have accessed from that particular source. Describe in detail at least 2 (two) products and/or services you found that will meet the couple’s requirements and needs. Car Hire Option 1 Car Hire Option 2 Compare the 2 (two) proposed options and highlight the main differences Provide at least 3 (three) different examples of relevant industry terminology and common abbreviatios used in the car hire industry that you came across and explain their meaning Interpret all specifications from the proposed options so they can be easily understood by the elderly customers Are there any smartphone apps that can be useful for the couple while using the rental car? If yes, specify which and describe their features. Your colleague Katja is also researching car hire options for her customer who is planning to travel to Spain. Write an e-mail to your colleague and briefly share the information and information sources that you have used during your research. This e-mail should help to direct your colleague to right information sources which could provide assistance to her in her research work. Scenario 2 Based on the situation from Scenario 1, the couple is now happy with the car hire option that you have found for them. Now they require you to find a relevant travel insurance that will cover them for following events: · Zero excess on car hire cover in case of damage or accident · Portable electronic devices in total value of 3000 AUD · Luggage and personal belongings in value of 5000 AUD · Cancelled or delayed flights · Unexpected medical emergency · Injury inflicted by a adrenaline sport activity like parasailing or bungee jumping You are required to research and provide details for at least 2 (two) options. After you have completed the research and found 2 (two) options for insurance cover that meet the couple’s needs, complete following tasks. Task 1 Describe the sources of information used to find relevant information on insurance product. For each source briefly describe the information that you have accessed from that particular source. Describe in detail at least 2 (two) products and/or services you found that will meet the couple’s requirements and needs. Insurance Cover Option 1 Insurance Cover Option 2 Compare the 2 (two) proposed options and highlight the main differences Provide at least 3 (three) different examples of relevant travel insurance terminology and common abbreviatios that you came across and explain their meaning Interpret all specifications from the proposed options so they can be easily understood by the elderly customers Are there any smartphone apps that can be useful for the couple to access the insurance information or contact the insurance company in case of emergency? If yes, specify which and describe their features. Your colleague Frank is also researching travel insurance options for his customer who is planning to travel to Portugal. Write an e-mail to your colleague and briefly share the information and information sources that you have used during your research. This e-mail should help to direct your colleague to right information sources which could provide assistance to him in his research work. Scenario 3 Based on the previous scenarios, your clients have asked you about the current information on the visa requirements and vaccination requirements for entering all of the countries they wish to visit. Your task is to research the international government tourism authority information system and find out the current requirements for entering ALL of the countries they wish to visit, including: · Document requirements (e.g. valid passport, declarations, statements etc.) · Visa requirements · Current classification of Australia according to the health status of the country and virus circulation (i.e. green, orange, red or scarlet) · Vaccination requirements · COVID-19 tests requirements (type of the test and period they must take it) · Isolation requirements Task 1 Specify the international government tourism authority information systems used to find relevant information on the above requirements for entering the countries your clients wish to visit. Briefly describe the information that you have accessed from these particular sources. Describe in detail the requirements you found that are necessary for the entry to ALL of the countries. For each country include all of the above 6 requirements as mentioned in the Scenario 3. Austria Switzerland Germany Luxembourg Belgium France As the situation for entry requirements can change any day, are there any smartphone apps that can be useful for the couple to access the current information? If yes, specify which and describe their features. Your colleague Peter is also researching travel and entry requirements options for his customer who is planning to travel to Austria. Write an e-mail to your colleague and briefly share the information and information sources that you have used during your research. This e-mail should help to direct your colleague to right information sources which could provide assistance to him in his research work. Student Assessment SITTTSL002 Access and interpret product information Student Assessment SITTTSL002 Access and interpret product information Student Assessment SITXCCS008 Develop and manage quality customer service practices Document Info Author: Lenka Menyhartova Legal Name: Australian Online Institute Pty. Ltd. CRICOS Provider: 02679C RTO: 21594 E-mail: [email protected] Phone: +61 3 9662 1401 Address: AOI Institute 108 Bourke Street Melbourne VIC 3000 Document version: > For version history and document details please visit following link: http://versioncontrol.aoi.edu.au Always check for the most recent version of this document. © 2022 AOI Institute 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, and so on. For more details about our project talk to our friendly staff or visit our website. Contents Student Instructions4 Scenario5 Student Instructions 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 develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. To attain competence in the unit ‘Develop and manage quality customer service practices’ you must: · Successfully complete the Theory Assessment (via the exam portal) · Successfully complete the Case Study/Practical Demonstration (Trainer to observe) Scenario You have been hired by a small startup company “Happy Feet Walking Tours” who need your assistance with a development of some organisational policies and procedures. Happy Feet is a dynamic travel company providing walking tours around Melbourne. Its team of experts shows domestic and overseas clients interesting places and hidden gems of Melbourne CBD. They are proud of their excellent customer service and expert knowledge. Organisational chart They have the website and booking system ready to go. However, they need to develop their policies and procedures in the following areas: · Complaints · Refund and cancellation · Privacy Those policies will be published on the website and accessed when needed by staff or clients. General instructions for students Some of the tasks require practical demonstration of your