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Establish customers’ interest in sustainable travel and tourism options

URN: PPLTT60
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about promoting customers’ awareness of sustainable travel and tourism options such as eco-friendly accommodation, alternative forms of transport which reduce carbon emissions, community-based tourism and eco-tourism. This involves being able to find out whether customers have an interest in sustainable travel and tourism options, discussing their needs, wants and preferences, and applying your knowledge to be able to explain the key features and benefits of the sustainable options available from or through your organisation, and finally confirming customers’ interest in sustainable travel and tourism options based on the information you have provided.

This standard does not involve selling the sustainable travel and tourism options, or processing any associated bookings.

This standard is for travel consultants and travel agents for both leisure and business / corporate travel.

When you have completed this standard, you will have demonstrated your understanding of and your ability to:
• Establish customers’ interest in sustainable travel and tourism options

Performance criteria

You must be able to:

1. Ask questions to establish customers’ interest in sustainable travel and tourism options 2. Confirm if your customer has an interest in exploring sustainable travel and tourism options 3. Provide options for sustainable travel and tourism which reflect the customers’ potential interests and explain their features and benefits 4. Confirm with the customers’ if they wish to progress the sustainable travel and tourism options

Knowledge and Understanding

You need to know and understand:

1. The meaning of sustainability in the travel and tourism industry and common terms used in association with that type of travel and tourism 2. The types and variety of sustainable travel and tourism options 3. How travel and tourism businesses can contribute positively to sustainability e.g. reduce or offset their carbon footprint 4. The awards and initiatives which support / promote / recognise sustainability in travel and tourism 5. The types and meaning of sustainability certificates in travel and tourism 6. The value and benefits of sustainable travel and tourism for holiday makers, business travellers, the UK and global economy, the environment and destinations and communities 7. The key reasons why customers wish to purchase / experience sustainable travel and tourism products and services 8. The sources of information relating to sustainable products and services and how to access, use and interpret them 9. The features and benefits of the range of sustainable products and services offered by or through your organisation 10. The characteristics and selling points of different sustainable travel and tourism options 11. Your organisation’s policies and procedures relating to the promotion and sale of sustainable products and services, and the importance of following them 12. How to use questioning techniques and listening skills to identify customer potential needs for sustainable travel and tourism products and services 13. How to establish a rapport, when providing sustainable travel and tourism options and explaining their key features and benefits to customers 14. The importance of providing accurate and up to date information on sustainable travel and tourism products and services, and potential consequences of misrepresentations during discussions with customers 15. When and how to maximise opportunities to enhance the customer experience

Scope/range

Sustainable travel and tourism options:

a) Transport
b) Accommodation
c) Attractions
d) Culture & Heritage
e) Community
f) Wildlife & Nature

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

PPLTT01 Sell travel-related products and services
PPLTT02 Process travel services bookings


External Links

Version Number

2

Indicative Review Date

30 Jun 2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT60

Relevant Occupations

Bookings or Reservations Administrator, Customer Service Occupations, Leisure and Travel Service Occupations, Leisure, Travel and Tourism, Personal Service Occupations, Tourism Assistant, Tourism Information Officer, Travel Adviser

SOC Code

6212

Keywords

collect, maintain, tourism, information, data