Provide and sell non-food products on board an aircraft
URN: PPLCC04
Business Sectors (Suites): Aviation Operations in the Air - Cabin Crew
Developed by: People 1st
Approved on:
2021
Overview
This standard is about providing information about non-food products and raising passengers' interest in products. This involves interacting with passengers in a way which demonstrates the customer service values of the airline and providing accurate information on products. You should know and understand the needs of the different types of passenger and the product information to be able to promote and maximise sales, as well as accepting and processing payments after closing the sale.
This standard is for all members of the cabin crew.
When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Provide and sell non-food products on board an aircraft
Performance criteria
You must be able to:
1. Interact with passengers in a way which demonstrates the customer service values of the airline at all times
2. Direct passengers to the retail services available on board the aircraft in line with the airline’s procedures
3. Present product information to the passenger in a way that meets their needs and identifies the benefits of the product
4. Promote and sell products in a way which will attract passengers and maximise sales in line with airline’s procedures
5. Listen and respond to passengers' comments, questions and needs
6. Follow the airline’s retail procedures for selling products and processing sales (inc. suggesting alternatives, agreeing sales)
7. Accept and process payments in line with relevant legal requirements and the airline’s procedures
8. Maintain the security of products and payments in line with the airline’s procedures and relevant legal requirements
9. Carry out your work in accordance with relevant consumer protection, trades description, environmental and health and safety legislation, risk assessment requirements, codes of practice and airline policies
Knowledge and Understanding
You need to know and understand:
1. Communication techniques and how to adapt these to the needs of different customers and situations
2. The product information, price information, products availability and limitations on allowances
3. The differences between duty-free, tax-free and duty-paid products
4. The customs regulations relevant to location
5. The airline's procedures for selling non-food products
6. How to maximise sales of non-food products
7. The age and local restrictions on non-food products
8. The different of methods of payment accepted by the airline
9. The airline 's procedures for accepting payments
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
2
Indicative Review Date
2026
Validity
Current
Status
Original
Originating Organisation
GoSkills
Original URN
GSKCC04
Relevant Occupations
Transportation Operations and Maintenance, Transport Operations and Maintenance
SOC Code
6213
Keywords
cabin crew, airlines, products