AVII0008 — Conduct in-flight retailing

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What an assessment for AVII0008 must cover

55 assessable components: 8 elements (26 performance criteria), 20 performance evidence and 9 knowledge evidence requirements. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Assess customer needs

1.1Appropriate questioning techniques are used to determine customer needs and product preferences in accordance with workplace procedures
1.2Individual needs of customers are accurately assessed and suitable products identified
1.3Advice is courteously provided to customers about products available for sale in accordance with workplace procedures and trade practices regulations

2 Promote products and customer services

2.1Products and services available to customers are effectively promoted in accordance with workplace procedures
2.2Selling techniques appropriate to the product and customer are employed in order to make sale in accordance with workplace procedures

3 Handle payments

3.1Customers are courteously advised of amount due in accordance with workplace procedures
3.2Payments for products are processed in accordance with workplace procedures, including credit card transactions
3.3Currency conversion rates are correctly applied during transactions
3.4Correct change is returned to customer
3.5Appropriate precautions are taken to minimise/identify incidences of credit card fraud in accordance with workplace procedures

4 Handle complaints

4.1Complaints are promptly and sensitively identified and received in accordance with workplace procedures
4.2Complaints are handled and/or reported to senior personnel in accordance with workplace procedures
4.3Appropriate follow-up action is taken to ensure a positive outcome in accordance with workplace procedures

5 Complete administrative requirements

5.1Reconciliation of money and stock is completed in accordance with workplace procedures
5.2Appropriate documentation of financial transactions and reconciliations is completed in accordance with workplace procedures and customs requirements
5.3Pay-in procedures are accurately performed in accordance with workplace operational and security procedures

6 Carry out stocktaking procedures

6.1Stocktaking procedures are carried out accurately in a timely manner and in accordance with workplace procedures and regulatory requirements
6.2Shortfalls are checked and reported as required
6.3Required stocktaking documentation is completed in accordance with workplace procedures and customs requirements

7 Order and store stock

7.1Internal requisitions are correctly placed in accordance with workplace procedures and customs requirements
7.2Uplifted stock is received and checked for quality and quantity
7.3Faulty or incorrect goods delivered are promptly identified and appropriate action taken in accordance with workplace procedures
7.4Uplifted stock is correctly stored in accordance with workplace procedures
7.5Stock is handled and stored using safe manual handling methods in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations

8 Maintain security

8.1Compliance is maintained with security procedures to protect saleable amenities and revenue at all times in accordance with workplace procedures
8.2Breaches in security are promptly identified and reported, and appropriate action is taken in accordance with workplace procedures

Performance evidence

adapting to differences in equipment and operating environment in accordance with standard operating procedures (SOPs)
applying relevant legislation and workplace procedures
communicating effectively with others
using questioning techniques, including: active listening, checking understanding, closed questions, leading/rhetorical questions, limiting questions, open questions
using sales techniques to promote inflight products, including: benefits, features, match to customer needs, payment methods, price
completing relevant documentation
identifying and correctly using relevant equipment
implementing contingency plans
implementing work health and safety (WHS) procedures and relevant regulations
interpreting and following operational instructions and prioritising work
modifying activities depending on workplace contingencies, situations and environments
monitoring and anticipating operational problems and hazards and taking appropriate action
monitoring work activities in terms of planned schedule
operating electronic communications equipment to required protocol
reading, interpreting and following relevant regulations, instructions, procedures, information and signs
reporting and/or rectifying problems, faults and malfunctions promptly in accordance with workplace procedures
responding appropriately to cultural differences in the workplace
selecting and using required personal protective equipment (PPE) conforming to industry and WHS standards
working collaboratively with others
working systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Knowledge evidence

airline procedures and standards for in-flight retailing, including selling, stocktaking, stock/money reconciliation, customs, security and administrative processes
principles of customer service and effective selling
effective communication skills
problems that may occur when conducting in-flight retailing and appropriate action that should be taken in each case
relevant customs, quarantine, equal opportunity and anti-discrimination regulations
relevant regulatory requirements for in-flight retailing
relevant WHS/OHS, hygiene and environmental procedures and regulations
risks that exist when conducting in-flight retailing and related risk control procedures and precautions
saleable products, amenities and services, including their features, characteristics and pricing

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing AVII0008

What does an assessment tool for AVII0008 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AVII0008 needs to address all 55 unit components: 8 elements with 26 performance criteria, 20 performance evidence requirements, 9 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for AVII0008?

Auditori pulls the current release of AVII0008 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for AVII0008 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing AVII0008 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of AVII0008, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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