SITTTSL002: Access and interpret product information.

Answers for section “access product information” true/false

1 2 3 4 5 6 7 8 9 10
T/F T T F T F T T T F F
Multipl D D D D
e choice

Answers for section “interpret product information”

1 2 3 4 5 6 7 8 9 10
T/F F T F T F F T T F T
Multipl B C A A
e choice

Answers for section “Update product information”

1 2 3 4 5 6 7 8 9 10
T/F T F T F F T T T T T
Multipl D D D D
e choice

Formative assessments

ACTIVITY 1.

Identify a least 10 situations where product information is required for sales or operational
need.

1. A hotel might have a policy for employees to sell products when guest book in
2. When making a reservation in a hotel it is important to specify all the information,
since for example not specifying the time of check-in or check-out could generate
more costs to the client or their dissatisfaction
3. When products are changed or updated all employees will receive further training
on information product and procedures
 4. When organisations provide in-house training for new employees during their
induction.
5. Selling of products could also include mentioning discounts for staying extra nights,
special on shopping tours, sightseeing or day trip to wineries.
6. The product specification encourages the consumer to get involved with the brand,
since its social, cultural and environmental impact will be made known, and
depending on how positive this impact is, the consumer will be more attracted to the
bran
7. Polices and procedures for selling products should be explained to new employees
when they commence work.
8. When buying a flight ticket, it is important that it includes the amount of weight that
can be carried in the luggage, this way the buyer will be able to know if it is
necessary to pay to carry all the suitcases that he needs
9. For a family that wants to make a reservation in a hotel is important to know in
advance the characteristics, if they have children, they will surely want a park or
swimming pool to enjoy, if a grandparent goes, they may want areas with easy
access and without tobacco smoke, for what all the information should be on the
hotel website.
10. If a couple acquires a tourist plan to celebrate their anniversary, but this plan does
not specify that the accommodation in the hotel is multiple, the couple will surely
be upset, so it is important to clarify all the information when selling.

ACTIVITY 2

1. Using the Table, identify specific tourism products in your nearest capital city or
elsewhere in Australia for the categories given.

Tourism product Example

Transportation Coach Greyhound/Pioneer
Air Qantas Airways
Rail Amtrak (USA rail)
Car hire Budget rent a car
Ferry Spirit of Tasmania
Cruises Cunard
Touring Trafalgar Tours
 products
Accommodatio Hyatt hotels
n
Travel Cover-more insurance services
insurance
Attractions Natural Grand Canyon
Built Sydney Opera House

Special Events Olympics

Recreational Skiing in Thredbo
activities
Convention
Darling Harbour- Sydney
facilities
Currency and Thomas cook- currency Exchange
banking
services

2. List at least 10 sources of products information available to workers in the travel and
tourism industry

1. National, regional and state tourism organisations

2. Updates of trade journals like Travel Trade and Travel Week.
3. Tour brochures and other publications like in-flight magazines
4. Watching television, video and films
5. Guide book
6. Travel literature: personal travel narratives, memoirs, biographies and photographic
records of specific places or journeys
7. Websites: Airlines, Hotels
8. Business / Tourism conferences/ seminars
9. Informal discussion with well-travelled colleagues, customers and others is a very
valuable source of current destination information.
10. Social media, blogs, influencers.

3. You work for a convention firm. You need to organise a business conference for 100
people flying into Darwin from various states across Australia. They will require air
flights/accommodation/ a venue/ catering. What major sources of product information do
you think you would need to access? Identify a least four.

1. Contact with other organisations, including suppliers, principals and tourism

information offices
2. Accessing the internet and intranet
3. Accessing and Reading promotional information, including travel guide books, and
product brochures and updates
4. Informal discussion with collages

4. What methods are used to obtain information on products? Identify a minimum of five
methods.

1. Internet, intranet and extranet

2. Central reservation system (CRS)
3. Social media websites
4. Principal or supplier of the product
5. Organisation-designed information systems, for examples inventory control
database

ACTIVITY 3

1. Why should workers in the travel and tourism industry source information according to
commercial agreements?

Because a commercial agreement is a mutual consent between two or more parties in which
they are obligate to do or restrain from doing particular things. Most often commercial
agreement is for exchange of goods or services. Commercial agreement usually lead to
commercial contracts which are legally binding. Includes information on: details of the
parties involved, fees, services to be provided and service legal agreement.

2. Where would you obtain specific product information from? Identify a least two

1. Supplier: brochures, information kits, websites, social media sites, confidential

tariffs and others.
 2. Organisation-designed information systems: inventory control database, products
and services manuals and price list.

ACTIVITY 4

1. List at least eight general or specific details about products you could see to meet sales or
operational needs.

1. Costs, tariffs and rates

2. Taxes and levies imposed
3. Terms, conditions and rules
4. Point of conclusion or disembarkation
5. Features and benefits
6. Booking procedures
7. Technical specifications for audiovisual and other meetings and events equipment
8. Scheduling information
9. Route

2. Interpret and provide a plain English explanation for the given travel and tourism
jargons.

Jargon Explanation
TWN Twin room with 2 beds
TPL Triple room: a room with 3 single beds or 1
double and 1 single bed.
D, B Dinner, bed and breakfast
BNE Brisbane
LHR London (Heathrow)

3. Convert these 24-hour clock times to 12 clock times.

24 hour clock time 12 hour clock time

1105 11:05 a.m
2330 11:30 p.m
0915 09:15 a.m
1810 06:10 p.m
2045 08:45 p.m
0725 07:25 a.m
ACTIVITY 5

1. What is the role of travel and tourism workers in identifying and assessing any customer,
sales or operational risks that relate to the product?

Some organisation provides written information about travel risk and require the customers
to sign a disclaimer statement to acknowledge they accept the risks associates with
travelling. The customer signing a disclaimer does not remove the legal responsibilities of
the organisation to ensure a safe environment for their consumers. It does though, if legal
action is taken, provide evidence in court that the customer was fully informed.

2. What information is required to be recorded and stored and why is it required to do so?

All information and documents that are provided to customers regarding risks that relate to
the product need to be stored securely. Organisations working in the tourism industry often
keep a travel log when conducting outback tours or sight-seeing trips. The operator will log
details of the trip, what information has been supplied to the costumer, and what documents
have been signed.

The images and good feedback from costumer who have already experience what
organisation offers. The images and good feedback can be hosted on websites or printed on
the brochures. These images and feedback are going to be unique selling point for the
product and services in future. It can inspire people to jump in and experience what is offer.

ACTIVITY 6

1. Provide at least seven ways that workers in the travel and tourism industry can update
their knowledge of product feature on an ongoing basis.

1. Participating in industry seminars

2. Training courses
3. Networking with colleagues and suppliers
4. Observe competitors
5. Discussion with experienced industry personnel
6. Read industry magazines
7. Attend trade fairs
2. What is the value of continuously updating product knowledge?

The industry and customers need are constantly changing. Tourism and travel professional
must learn to pre-empt changes so they are able to constantly meet their customer’s needs
and expectations. When a customer service asks a specific question about a product o
service, you should be able to provide them with accurate up-to-date information.

3. List a least three sources of information on current and emerging customer technologies
that travel and tourism workers can access.

1. Subscribe to travel and tourism magazine or a website to receive email updates

about tourism and travel information
2. Visit other travel and tourism organisations and look at the technologies they use
and talk to your suppliers.
3. Attend industry trade shows, the newest technologies will often be launched al
trade shows and fairs.

4. Why is information sharing important?

Sharing information is an essential element of effective teamwork. Individual’s knowledge

can be use to add value to the customer/gest experience, as a individual’s knowledge
expands their skills increase, they increase their value to the organisation.

Information sharing is one the best ways to continually develop product knowledge and to
assist other staff members in developing their product knowledge, constantly updating
knowledge of the main products/services offered and observing customers and customers
feedback, make sure that employees are always aware of the reason why customers
purchased from their business.

SUMMATIVE ASSESSMETN 1

Question 1.

Choose one product and identify the critical information that customers need about that
product. List a least four.
Product: Tourism

1. Large hotels can provide accommodation.

2. Specific information and advice for: destinations, food and beverage and events.
3. Providing specific information and advice about the credentials of the tourism
operator in minimising negative environmental, social and cultural impacts.
4. Processing financial transactions

Question 2.

Jargon Explanation
TWN Twin room with 2 beds
TPL2 2 triple room with 3 single beds or 1
double and 1 single bed.
D,B Dinner, Bed and breakfast
BNE Brisbane
LHR London (Heathrow)
Fly drive package Package that includes airline transport to
the destination and return, and the use of a
rental vehicle while in the destination
IATA International Air Transport Association-
Worldwide trade association of
international airlines.
Inbound tour operation These firms put together “packages” of
services often called “Ground content”
(accommodation, transfers, sightseeing,
meals) for overseas travellers to a country
Itinerary Plan of a journey, travel route
Net fare The price of a fare exclusive of agency’s
commission
Package tour Prearranged combination of travel and
tourism services organised for individuals
or groups
Service fee Some agencies charge their client a fee for
the provision of services, such as
organising visas.
Tariff Rate charged for accommodation
 SGL Single room- a room with one bed
TPL Triple room: with 3 single beds or 1 double
and 1 single bed
Visa A official stamp, or sometimes a loose-leaf
document, placed inside a passport to help
obtain approval for entry to a country upon
arrival.

Question 3.

Choose three travel or tourism products that are sold in the industry and devise a list of
feature and corresponding rational and emotional benefits.

Products: Tours, hospitality and transportation.

1. Reduce stress and anxiety

2. Increase your communication and social skills
3. You learn constantly
4. Source of happiness: happiness is found in the memories and experiences that our
brain stores.
5. Open your mind: when we travel, we are more open to the new,
6. Correct planning saves us money

Question 4.

Prepare a list of at least six major product categories in tourism

1. Transport: coach, vehicle hire, vessels.

2. Tour operations
3. Hospitality
4. Events
5. Tourism
6. Cruise ships

Question 5.

List a least five sales and operational need for product information related to travel
 1. Processing a reservation from a customer
2. Planning functions
3. Selling hospitality products to the customer
4. Selling travel add-ons
5. Issuing: air tickets, crew documentation, customer documentation

Question 6.

What legislative aspects apply to travel insurance when it is an offered product? (30 words)

Any organisation that sells travel insurance to a retail client must meet the requirements of
the Financial Services Reform Act (2001). In particular, sales personnel must complete a
course delivered by the insurance provider.

Question 7.

What are the methods to obtain products information related to tourism, travel and
hospitality? List a least five

1. Automated information systems, for example Visnet (used by some Visitors

Information Centres), Tourplan (Used by inbound tour operators)
2. Trade Publications such as Traveltrade, Insight, Tourism, Travel week.
3. Internet
4. Tourism bureaux
5. Trade brochures or products launches

Question 8.

Consider air travel as the specific product information and list a least four sources of
information for this specific product.

1. Internet
2. Social media website
3. Contact with other organisation, including suppliers, principals and tourism
information offices.
 4. Attending professional development activities: promotional seminars, trade shows,
conference and others.

Question 9.

24 hour 12 hour
1015 10:15 a.m
2230 10:30 p.m
0415 04:15 a.m
1610 04:10 p.m
2145 09:45 p.m
0225 02:25 a.m

Question 10.

What are the risk related to the sales or operation of tourism, travel, hospitality and event
products? List a least six

1. Fluctuations in exchange rate

2. Product price increase
3. Products that cause negative environmental, cultural or social impacts such as:
damage to environmentally or culturally sensitive areas o sites
4. Safety risk to customers in participating in touring activities, for example adventure
activities
5. Unclear product, tax and levy costs
6. Non-operation of the products, for example cancelled tour departure

SUMMATIVE ASSESSMENT 2

1. Part 1

Put together a list of jargon and industry terms/descriptions that often need to be interpreted
for costumers, with an explication of what they mean and how this can be important for
customers. (1 page)

 DBL: Double Room. It is important for the client to know the types of rooms
  Rack rate: The official published tariff of an accommodation property. with this rate
the consumer can make a budget
 Sabre: World´s largest computerised reservation system, wholly owned by America
Airlines. With system it is easy to make reservations
 Y: Economy class. So that the consumer can easily recognize the class in which it is
located
 XPT: Type of rail service offered within New South Wales. So that the consumer
knows the services available
 Refund: Money returned to a passenger when reserved travel and tourism services
are cancelled or, for some reason, are no used. This amount might be less than
originally paid if cancellation charges or other conditions apply.
 RO. Room Only. It is important for the client to know the types of rooms
 Single supplement: Additional amount of mount of money to be paid by a client for
single occupancy of a room, especially when participating in a tour which specifies
double occupancy or” twin share”
 Tour wholesaler: These firms “package” service from other sectors of the tourism
industry for sale to local travellers for use in Australia and overseas
 Add-ons: Extra for which and additional charge is made, eg meals on a tour.
 BBR: Bank Buying Rate – a series of rate for converting a local currency into a
foreign currency.
 Clue cards: Cards providing key commands/instructions for the operation of a
computer reservation system.
 FIT: Fully or foreign independent tour-prepaid trip where the itinerary is planned to
the traveller’s specifications
 Inclusive tour: package tour including all tour components such a transport,
accommodation, sightseeing, opportunities, meals taxes and gratuities.

2. Part 2.

List the process that you would take to meet a customer’s information needs when they
were at an early stage of exploring the opportunities for a golfing holiday. Are there any
legislative requirements relating to customers information?
XML transactions currently support travel arrangements for flights, cars rental, hotels, and
cruises. The conventional business processes for journey involves three basic measures for
the traveller or travel supplier: Additionly to these basic measures, the travel supplier must
include any satisfaction procedures like ticketing or alternative activities connected with
purchasing inventory or solutions. Changing or canceling an itinerary are variants of the
standard process. Another variant of the typical process is the execution of sessioned or
sessionless transactions. The type of transactions used can affect the security model of the
customer software. Particular CRS functions, such as registering to sessions, can offer
security, in addition to client identification.

Security functions are not a part of a linear journey procedures and are often employed as
part of the purchasing, booking, and satisfaction procedures. The shopping and planning
stages frequently involve an iterative procedure of comparing, contrasting, and removing
various possibilities. The type of traveler and their personal preferences frequently drives
the company processes for creating specific travel arrangements. Support for traveler
personal preferences and business process might also drive their design and development of
journey programs. The next diagram illustrates the fundamental functions in the process.
Rather, this diagram gives an overview of the fundamental measures which could be
involved with a particular travel itinerary or query.

Some vacationers need only portions of a given process, and travel software may be
specially made to accommodate this variation. For instance: A company traveler might
return to a preferred site to make bookings for a trip they make monthly. This business
traveler doesn't need to spend some time in the planning or shopping phases since the
traveler requires specific reservations. A corporate journey application may be designed to
allow users to plan and shop for journey, but not allow them the capacity to book
reservations.

The sale of some tourism products and services is subject to specific regulation under
several federal and state or territory pieces of legislation. In most States and Territories,
organisations that sell air tickets must meet the requirements of relevant state or territory
Department or Office of Fair Trading to hold a travel agent's licence
Any inbound tour operator (ITO), no matter where the business is located, who sells and
organises the operation of tours within Queensland is subject to the Queensland Tourism
Services Act (2003). ITOs must register with the Queensland Office of Fair Trading. All
tour guides residing in any part of Australia are also covered by this law when working in
Queensland. ITO business operators and guides do not need to meet any training or
certification requirements, however ITOs and guides may be fined if they participate in
unconscionable conduct when selling Queensland-based tourism products and services.
This unit covers the sale of any type of tourism product or service to any destination.
Therefore, training and assessment must take into account the specific requirements of
tourism-related legislation as it applies to selling the product or destination.

After having clear everything necessary for the consumer to enjoy their golf vacations, such
as round trip tickets, food, hotel and accommodation, all under the regulations indicated
above, the client will be able to travel and enjoy their vacations planned and budgeted.