SITTTSL005A: Assessment Introduction You will be assessed on your ability to sell and promote tourism products and services to customers; use of selling techniques; and your understanding of tourism industry terminologies such as: ‘promotional tools’, ‘add-ons’, ‘anti-competitive’ and ‘conditions of sale’. You will discuss customer evaluation techniques and the purpose of familiarisation trips (‘famils)’ in relation to successful promotion and sale of tourism products, services and facilities, and their ‘value’ to a competitive tourism business. You will be required to obtain two (2) brochures on one (1) destination – either Thailand or Bali. These brochures will be required to complete this assessment. It is recommended you make your selection of brochures from touring or package brochures from wholesalers such as Creative Holidays, Freestyle Holidays, Qantas Holidays, etc. Tasks/Questions Part A: Legislation (30 marks) 1. Briefly explain the primary aims of the Competition and Consumer Act 2010 (formerly known as the Trade Practices Act 1974). 6 marks 2. Discuss the responsibility an employee has to ensure compliance with the Competition and Consumer Act 2010 (formerly known as the Trade Practices Act 1974). 5 marks 3. Identify three (3) practices you consider unethical and explain why. 9 marks 4. Explain ‘anti-competitive’ behaviour as it could occur in the tourism industry. 5 marks 5. Discuss the primary role of the ACCC (Australian Competition and Consumer Commission) as it applies to the tourism industry. 5 marks Part B: Short answer questions (20 marks) 1. Describe the difference between ‘upselling’, ‘downselling’ and ‘add-ons’ (or ‘extras’) when selling a tourism product or service to a customer. Provide an example for each of these. 9 marks 2. Outline five (5) attributes of a successful sales person. 5 marks 3. There are many factors that can influence customer preferences, needs and expectations when making a decision to travel. List three (3) factors (or motivations) that influence people to make certain choices when travelling. 3 marks 4. What are “conditions of sale”? Explain why is it important for a client to be informed about conditions of sale? 3 marks Part C: The selling process (50 marks) 1. Successful selling incorporates a range of principles and sound knowledge of what is required for a ‘competitive advantage’. A ‘competitive advantage’ exists when a business is able to deliver the same benefits as competitors but at a lower cost (cost advantage), or deliver benefits that exceed those of competing products (differentiation advantage). Thus, a competitive advantage enables the business to create superior value for its customers and superior profits for itself. First consider the following techniques of the selling process: · Capturing the client’s attention · M.

1. SITTTSL005A: Assessment
Introduction
You will be assessed on your ability to sell and promote tourism
products and services to customers; use of selling techniques;
and your understanding of tourism industry terminologies such
as: ‘promotional tools’, ‘add-ons’, ‘anti-competitive’ and
‘conditions of sale’.
You will discuss customer evaluation techniques and the
purpose of familiarisation trips (‘famils)’ in relation to
successful promotion and sale of tourism products, services and
facilities, and their ‘value’ to a competitive tourism business.
You will be required to obtain two (2) brochures on one (1)
destination – either Thailand or Bali. These brochures will be
required to complete this assessment. It is recommended you
make your selection of brochures from touring or package
brochures from wholesalers such as Creative Holidays,
Freestyle Holidays, Qantas Holidays, etc.
Tasks/Questions
Part A: Legislation (30 marks)
1. Briefly explain the primary aims of the Competition and
Consumer Act 2010 (formerly known as the Trade Practices Act
1974). 6 marks

2. 2. Discuss the responsibility an employee has to ensure
compliance with the Competition and Consumer Act 2010
(formerly known as the Trade Practices Act 1974). 5 marks
3. Identify three (3) practices you consider unethical and
explain why. 9 marks

3. 4. Explain ‘anti-competitive’ behaviour as it could occur in
the tourism industry.
5 marks
5. Discuss the primary role of the ACCC (Australian
Competition and Consumer Commission) as it applies to the
tourism industry. 5 marks

4. Part B: Short answer questions (20 marks)
1. Describe the difference between ‘upselling’, ‘downselling’
and ‘add-ons’ (or ‘extras’) when selling a tourism product or
service to a customer. Provide an example for each of these. 9
marks
2. Outline five (5) attributes of a successful sales person. 5
marks

5. 3. There are many factors that can influence customer
preferences, needs and expectations when making a decision to
travel. List three (3) factors (or motivations) that influence
people to make certain choices when travelling. 3 marks
4. What are “conditions of sale”? Explain why is it important
for a client to be informed about conditions of sale? 3 marks

6. Part C: The selling process (50 marks)
1. Successful selling incorporates a range of principles and
sound knowledge of what is required for a ‘competitive
advantage’. A ‘competitive advantage’ exists when a business
is able to deliver the same benefits as competitors but at a lower
cost (cost advantage), or deliver benefits that exceed those of
competing products (differentiation advantage). Thus, a
competitive advantage enables the business to create superior
value for its customers and superior profits for itself.
First consider the following techniques of the selling process:
· Capturing the client’s attention
· Maintaining their interest
· Creating a desire for your products/services
· Differentiation
· Recognising ‘buying’ signals
· Closing the sale
· After–sales service
Select two (2) of these techniques. Explain your understanding
of what they are and provide relevant examples that effectively
demonstrate each. 8 marks

7. 2(a). Explain what a familiarisation trip (famil) is in the
tourism industry. 3 marks
2(b) Discuss the purpose of famils in relation to the successful
promotion and sale of tourism industry products, services and

8. facilities. In your response, provide one (1) specific industry
scenario to demonstrate your understanding of a famil’s value
or competitive advantage it can bring to your business. 5 marks
3. A brochure is considered an essential selling tool when
trying to convey details of a product or service to a customer.
It is important to ‘personalise’ the brochure for your customer
to ensure they remember specific information when they take it
home to peruse. Outline three (3) ways of ‘personalising’ a
brochure for your customer.
6 marks
4. From your Thailand or Bali brochures that you have
obtained, you will need to “sell” a suitable resort or hotel and

9. related activities to your customers.
Lucy and Max are planning their honeymoon to Asia. They are a
young, adventurous, active couple who enjoy eating out,
shopping, sightseeing and water sports. They are interested in
staying at a romantic 4-star resort for their 10-night
honeymoon. You will need to select a suitable destination and
resort from either of the Thailand or Bali brochures that
matches their requirements.
a. Identify the brochure that you will use to meet Lucy and
Max’s preferences, needs and expectations. 1 mark
b. Identify one (1) preference that Max and Lucy would
consider when planning their trip. Explain why this would be
one of their preferences, taking into account their motivation
for travelling. 3 marks
c. List three (3) open questions that you would ask your
customers to obtain more information about their travel

10. likes/dislikes and the types of activities that interest them. 6
marks
d. Select a hotel or resort that you think would be suitable for
Lucy and Max and briefly describe its location, physical
features and suitability. 6 marks
e. When recommending this hotel or resort to your customers,
consider which features you will highlight and discuss with
them. List five (5) features and briefly outline the benefits
according to your customers’ preferences, needs and
expectations. 10 marks

11. f. Select a day tour that you think would be suitable for your
customers and explain why you have chosen this tour. 2 marks
2 LA014044, Assessment; SITTTSL005A, Ed1 © New
South Wales, Department of Education and Training 2011,
Version 1, June 2011
LA014044, Assessment; SITTTSL005A, Ed1 1
© New South Wales, Department of Education and Training
2011, Version 1, June 2011