Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVII0008 Mapping and Delivery Guide
Conduct in-flight retailing

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AVII0008 - Conduct in-flight retailing
Description
Employability Skills
Learning Outcomes and Application 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.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field I – Customer Service
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Assess customer needs
  • 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
       
Element: Handle payments
  • 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
       
Element: Handle complaints
  • 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
       
Element: Order and store stock
  • 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
       
Element: Maintain security
  • 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
       
Element: Individual needs of customers are accurately assessed and suitable products identified
       
Element: Advice is courteously provided to customers about products available for sale in accordance with workplace procedures and trade practices regulations
       
Element: Promote products and customer services
  • Products and services available to customers are effectively promoted in accordance with workplace procedures
       
Element: Selling techniques appropriate to the product and customer are employed in order to make sale in accordance with workplace procedures
  • Customers are courteously advised of amount due in accordance with workplace procedures
       
Element: Payments for products are processed in accordance with workplace procedures, including credit card transactions
       
Element: Currency conversion rates are correctly applied during transactions
       
Element: Correct change is returned to customer
       
Element: 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
       
Element: Complaints are handled and/or reported to senior personnel in accordance with workplace procedures
       
Element: Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures
       
Element: Complete administrative requirements
  • Reconciliation of money and stock is completed in accordance with workplace procedures
       
Element: Appropriate documentation of financial transactions and reconciliations is completed in accordance with workplace procedures and customs requirements
       
Element: Pay-in procedures are accurately performed in accordance with workplace operational and security procedures
       
Element: Carry out stocktaking procedures
  • Stocktaking procedures are carried out accurately in a timely manner and in accordance with workplace procedures and regulatory requirements
       
Element: Shortfalls are checked and reported as required
       
Element: Required stocktaking documentation is completed in accordance with workplace procedures and customs requirements
  • Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements
       
Element: Uplifted stock is received and checked for quality and quantity
       
Element: Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures
       
Element: Uplifted stock is correctly stored in accordance with workplace procedures
       
Element: 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
       
Element: Breaches in security are promptly identified and reported, and appropriate action is taken in accordance with workplace procedures
       

Submission Requirements

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

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

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 
 

Forms

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: