Sell travel-related products and services
URN: PPLTT01
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on:
2021
Overview
This standard is about selling business and / or leisure travel-related products and services. This involves identifying customers’ needs, promoting the features and benefits of relevant products and services and identifying opportunities for maximising sales, as well as effectively closing the sale.
This standard is for all staff in contact with customers and responsible for ensuring that customers’ needs are met in line with available products or services.
When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Sell travel-related products and services
Performance criteria
You must be able to:
1. Identify and offer travel-related products and services that best match the customer's needs in line with organisational procedures
2. Identify any additional customer requirements
3. Provide customers with responses to queries, and solutions to issues if necessary
4. Communicate to the customer information on travel-related products and services, costs, legal requirements that best match the customer's needs in line with organisational procedures
5. Explain the features and benefits of travel-related products and services that match customer’s needs and provide opportunities for customers to discuss and explore them
6. Identify opportunities to upsell or sell additional travel-related products and services to meet customer needs and expectations and maximise revenue through business incentives and sales campaigns
7. Maximise opportunities to enhance customer experience throughout the selling process
8. Respond to any concerns customers may have with the travel-related products or services being sold in line with organisational procedures
9. Sell travel-related products and services that match customer needs and are in line with organisational policies
10. Calculate the total cost of the travel-related products and services selected and present them to customers
11. Explain to customers relevant terms, conditions and legal requirements relating to the sale
12. Confirm customer’s understanding of the travel-related products or services being sold
13. Confirm customers’ intention to buy travel-related products and services
14. 14. Record, process and store customer information in accordance with the organisation's procedures and current legal requirements
I
Knowledge and Understanding
You need to know and understand:
1. How to use questioning techniques and listening skills to identify customer needs for travel-related products and services
2. Your organisation's procedures relating to the sale of travel-related products and services and the importance of following them
3. Your organisation’s preferred suppliers
4. Where to find information on the travel-related products and services and additional travel-related products and services offered by your organisation
5. The key features and benefits of travel-related products and services and additional travel-related products and services offered by your organisation
6. The key features of UK, global and specialist destinations
7. How to use different types of selling techniques
8. How to communicate effectively with customers in different sales situations
9. How a range of travel and additional travel-related products and services can be combined to match the needs of customers, and what constitutes a ‘package’
10. How your organisation maximises revenue through business incentives and sales promotions
11. How to identify opportunities for enhancing the customer experience
12. The specific terminology, codes, legislation and regulations which are relevant to the range of travel-related products and services offered by your organisation
13. Where to find information on relevant travel-related health and security precautions and what information to give customers
14. How to use and interpret websites, brochures and timetables to provide information and costings
15. The characteristics and selling points of different booking options offered by your organisation
16. How to identify and interpret booking conditions and specific restrictions relating to the travel-related products and services offered by your organisation
17. How to accurately cost travel, accommodation and additional travel-related products and services, and the importance of doing so
18. Your organisation’s procedures for presenting costs and information on booking conditions to customers
19. How to influence customers' decisions and overcome objections
20. The importance of providing accurate and up to date information to customers, and the consequences of misrepresentation
21. The value of Air Travel Organisers' Licensing (ATOL) and the protection ATOL offers customers
22. The role and importance of the Civil Aviation Authority (CAA), European Aviation Safety Agency (EASA), International Air Transport Association (IATA), Association of Train Operating Companies (ATOC) and ABTA
23. The importance of maintaining customer confidentiality and the implications of current data protection legislation
24. The relevant legislation when dealing with or advising customers
25. The contractual responsibilities of the lead passenger
26. The relevant trade codes of practice when selling leisure or business travel
27. The Data protection, legal requirements for recording storing and protection of customer details
Scope/range
Travel-related products and services includes:
a) Package holidays
b) Travel e.g. air, coach, bus, rail, tram, ferry, cruise
c) Accommodation e.g. hotels, self-catering, guesthouses, cruise and B&Bs, caravan, camp sites and holiday centres
d) Accommodation services e.g. room types, cabin types, facilities and meal basis
e) Sustainable optionsf) Accessible optionsAdditional customer requirements include:a) Dietary
b) Health
c) Mobility impairment
d) Visual impairment
e) Hearing impairment
f) Speech impediment
g) Learning difficulties
h) Travelling with assistance animals
i) Pregnantj) Travelling with pushchairsKey features of UK destinations:
a) The names and locations of UK towns and cities
b) The names and locations of gateway airports, railway stations and seaports
c) Climate and physical features
d) The names and locations of tourist attractions
e) The names, location and timing of special events e.g. festivals, sporting
f) The names and location of resortsg) The names and location of national parksKey features of global destinations include:a) The names and location of continents, countries, oceans and seas
b) The location of capital and other major cities and transport hubs
c) The location of major resorts, tourist attractions and special events
d) Types of accommodation available and grading schemes
e) The different time zones
f) Climate
g) Main physical features
h) Currencies
i) Languages
j) Local cultures and customsk) Passport, visa and other entry requirementsSpecialist destinations include:a) Adventure, activity and extreme sport holidaysb) Health and wellnessc) Experiential tourismd) Eco-tourisme) Food tourismf) Music tourismg) Community-based tourismh) Sporting eventsi) Festivals and other special eventsj) Historical, cultural, genealogical and architectural interestk) Business centres and conference destinationsSelling techniques include:a) Establishing rapportb) Investigating needsc) Matching up needs and wantsd) Presenting features and benefitse) Offering alternativesf) Upsellingg) Gaining commitment and closing the saleAdditional travel-related products and services include:a) Airport services and facilitiesb) Car hire / rentalc) VIP / Business loungesd) Car parkinge) Transport to and from departure pointf) Private transferg) Chauffeur servicesh) Other transporti) Accommodationj) Free all inclusivek) Butler servicesl) Upgrades e.g. cabin, drinks, mealm) Airline extrasn) Meetings, incentives, conferences and exhibitions (MICE)o) Eventsp) Passportsq) Visasr) Insurances) Foreign exchanget) Pre-bookable excursions and ticketsu) Tour operators' extrasv) Ski packsw) Sporting packages
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
People 1st
Original URN
PPLTT01
Relevant Occupations
Leisure and Travel Service Occupations, Personal Service Occupations, Senior Customer Service Adviser, Senior Travel Adviser
SOC Code
6212
Keywords
Sell, travel-related, products,services