This unit involves the skills and knowledge required to conduct in-flight retailing in compliance with relevant regulatory requirements of national operating standards.

It includes assessing customer needs, promoting products and customer services, handling payments, handling complaints and completing administrative requirements. It also includes carrying out stocktaking procedures, reconciling money/stock, ordering and storing stock, and maintaining security of goods and revenue.

This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of flight crew and contributes to safe and effective performance in complex aviation operational environments.

Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.

Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.

Licensing, legislative, regulatory or certification requirements are applicable to this unit.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice	Yes	No	Comments/feedback
Appropriate questioning techniques are used to determine customer needs and product preferences in accordance with workplace procedures
Individual needs of customers are accurately assessed and suitable products identified
Advice is courteously provided to customers about products available for sale in accordance with workplace procedures and trade practices regulations
Customers are courteously advised of amount due in accordance with workplace procedures
Payments for products are processed in accordance with workplace procedures, including credit card transactions
Currency conversion rates are correctly applied during transactions
Correct change is returned to customer
Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures
Complaints are promptly and sensitively identified and received in accordance with workplace procedures
Complaints are handled and/or reported to senior personnel in accordance with workplace procedures
Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures
Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements
Uplifted stock is received and checked for quality and quantity
Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures
Uplifted stock is correctly stored in accordance with workplace procedures
Stock is handled and stored using safe manual handling methods in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations
Compliance is maintained with security procedures to protect saleable amenities and revenue at all times in accordance with workplace procedures
Breaches in security are promptly identified and reported, and appropriate action is taken in accordance with workplace procedures
Appropriate questioning techniques are used to determine customer needs and product preferences in accordance with workplace procedures
Products and services available to customers are effectively promoted in accordance with workplace procedures
Customers are courteously advised of amount due in accordance with workplace procedures
Complaints are promptly and sensitively identified and received in accordance with workplace procedures
Reconciliation of money and stock is completed in accordance with workplace procedures
Stocktaking procedures are carried out accurately in a timely manner and in accordance with workplace procedures and regulatory requirements
Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements
Compliance is maintained with security procedures to protect saleable amenities and revenue at all times in accordance with workplace procedures

Assessment Cover Sheet

AVII0008 - Conduct in-flight retailing

Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVII0008 - Conduct in-flight retailing

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: