SRV FSV. Training and performance records VET programme leading to the issuance of the Federal VET Diploma in Commerce Travel agencies.

Transcription

1 Training and performance records VET programme leading to the issuance of the Federal VET Diploma in Commerce Travel agencies Version 2012 SRV FSV Swiss Federation of Travel Agents

2 Editor and copyright: Swiss Federation of Travel Agents Orders: Fédération Suisse du Voyage Etzelstrasse 42, 8038 Zurich T mail@srv.ch All rights reserved, unless used within the scope of training programmes at the host companies

3 Table of Contents Introduction 2 Meaning and purpose... 2 Target group... 2 Content of the training and performance records... 2 Training objectives 3 1 Training plan Travel Agencies branch Overall objective: Branches and business operations Specific objectives Manage the equipment / goods or services Advise customers Process orders Implement marketing and public relation measures Perform tasks relating to staff administration Implement financial processes Perform administrative and organisational tasks Apply the knowledge acquired on their branch and company Methodological competences Social and personal competences Description of the taxonomic levels Planning and monitoring 53 Working and learning situations 54 Working and learning situation template Process modules 63 Training logbook template Process module form Industry courses 73 Qualification procedure 75 Bases Work experience written Work experience oral HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

4 INTRODUCTION Introduction Social and personal competences Technical competences Methodological competences Meaning and purpose Holders of the Federal VET Diploma in Commerce adopt a service-minded approach to business management processes. Their responsibilities include advising customers, handling specific branch-related tasks and performing administrative work. Drawing from shared competences, they emphasise different aspects depending on the branch, company strategy and personal skills. They are customeroriented, take personal initiatives and are willing to pursue lifelong learning. In order to meet these requirements, holders of the Federal VET Diploma in Commerce must possess professional competences. These competences are comprised of three elements: technical competences, methodological competences as well as social and personal competences. The pie chart opposite illustrates the links between the technical, methodological, interpersonal and individual components. Abbreviations CFC Federal VET Diploma CI Industry courses DFP Training and performance records MSP Methodological, social and personal competences OFFT Federal Office for Professional Education and Technology STA Working and learning situation UF Process module Target group The training and performance records (DFP) are used by apprentices, trainers and persons in charge of industry courses. They replace the standard methodological handbook which was used up until now. Content of the training and performance records The training and performance records not only contain the guidelines that apply to the Travel Agencies branch but also the training objectives (with partial skills) at the host company and industry course centres. In addition, they contain templates for the work-based training. The training and performance records are available in an electronic format at HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

5 TRAINING OBJECTIVES Training objectives Please note The use of the masculine gender includes the feminine and is employed solely to facilitate reading. The term customer is intended to mean persons who are internal and external to the company, as well as the organisations in which the commercial employee works. A detailed description of the methodological, social and personal competences (MSP) is given in the chapter entitled Training objectives on pages 50 to 52. The taxonomic levels C1 to C6, which are used to determine the level of requirements for the performance objectives, are explained in the chapter entitled Description of the taxonomic levels on page 52. Rules concerning the mandatory and optional performance objectives of the work-based training portion In the professional organisation responsible for training and examinations of the Travel Agency branch, the Branches and business operations area of training is comprised of 18 mandatory performance objectives, which must be dealt with and attained by all learners, and of 15 optional performance objectives for the work-based training portion. Out of the 15 optional performance objectives, 7 must be dealt with and attained. The choice of the optional objectives is made by the person in charge of the work-based training at the host company when preparing each apprentice s individual training programme. When making his choice, the person in charge of the work-based training takes into account the possibilities available at the host company and, where possible, the apprentice s preferences and skills. The training programme is prepared at the beginning of the work-based training portion for each apprentice. At the beginning of a new semester, changes in the company or performance are taken into account with regard to the implementation of the training programme. Modifications are not authorised during the semester. The mandatory and optional performance objectives, which are defined for each semester, constitute the basis of the working and learning situations (STAs) and the process modules (UFs) in the calculation of the performance grade of the work-based portion on the one hand and, on the other, of the work experience oral competence area. The work experience written competence area includes the mandatory performance objectives of the work-based training portion and the performance objectives of the industry courses. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

6 1 Training plan Travel Agencies branch 1.1 General objective: Branches and business operations Organise business processes and / or service processes. As far as Holders of the VET Diploma in Commerce are concerned, the adoption of a service-minded and customer-oriented approach to business processes is of paramount importance. Holders of the VET Diploma in Commerce are proficient with the business processes that form part of their scope of work and know the corresponding requirements. To this end, they have general technical and specific branch-related competences and use the appropriate working tools. Thanks to their professional behaviour, they perform their tasks in a targeted manner when advising customers, processing files and performing administrative duties Specific objective: Manage the equipment / goods or services Holders of the VET Diploma in Commerce are conscious of the importance of an adequate management of the equipment / goods within the perspective of sustainable development. They are fully conversant with all the stages of this process and perform their tasks in an efficient and targeted manner in accordance with company procedures and legal provisions. Note on the numbering used The numbering system used in these training and performance records is based on the Federal Office for Professional Education and Technology training plan. Work-based portion 1.1 General objective: Branches and business operations Specific objectives Performance objectives Partial skills Methodological, social and personal (MSP) competences (see pages 50 to 52) 2.1 Efficient and systematic work 2.2 Network thinking and action 3.5 Learning skills 3.6 Environmental awareness HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

7 1.1.1 Specific objective: Manage the equipment / goods or services Work-based portion performance objectives Partial skills Industry course performance objectives OPTIONAL Buy equipment and catalogues (C5) I buy equipment and catalogues in accordance with company procedures and I perform the following tasks: - ask for price offers and compare them - clarify the terms and conditions and delivery deadlines - verify the deliveries - place a claim in the event of wrong deliveries and correct them - verify and record the invoices in the accounts Ask for price offers I ask for at least two price offers from different suppliers in accordance with company procedures. I compare the price offers and prepare a summary in the form of a brief report which will help my superior to make a decision Order the goods I order the goods based on the price offer received. When I receive the order within the deadlines, I verify that all the goods have been delivered. I verify the delivery slip as well as the invoice which I record in the accounts in accordance with the accounting system. I put the goods away in the place provided for this purpose Put in a claim following deliveries I put in a claim in writing in the event of wrong deliveries and clearly state the demands. OPTIONAL Stock / manage the equipment and catalogues (C5) I manage the storage of the equipment and catalogues in an appropriate manner. I help with and I monitor the performance of the following stages: - process orders - keep the stocks up to date - manage the stocks - prepare the inventory Manage the stocks (tour operator catalogues, office equipment and, where applicable, travel documents) I verify the office equipment, the travel documents and tour operator catalogues in stock in an autonomous manner Prepare the inventory I prepare a complete inventory and keep it up to date Keep the stocks up to date I regularly verify the equipment in stock using the inventory and I order the articles that we may run out of in a timely manner. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

8 1.1.2 Specific objective: Advise customers Holders of the VET Diploma in Commerce are aware of the fact that customers are the most important groups of interest for a company. They handle their requests in an appropriate manner and to their satisfaction. They have good knowledge of the products and services, are experienced in providing advice to customers and have client-geared sales skills. In addition, they adopt a professional approach to the quality of the service to which they attach a great deal of importance. Methodological, social and personal (MSP) competences (see pages 50 to 52) 2.3 Successful advisory and negotiating skills 3.2 Communication skills 3.4 Polite behaviour HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

9 1.1.2 Specific objective: Advise customers Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Start a discussion with a customer (C5) I successfully start a discussion with a customer. In so doing, I abide by the following stages: - quote the phases of the discussion - greet the customers - reply to the customer s demands - clarify their needs Know the objectives of the various phases of the discussion as well as the procedure to follow I conduct a discussion with a customer in an autonomous manner and abide by the various phases of the sales transaction Reasons for journey I list the various reasons for a journey. I quote the reasons why customers travel Qualities required for a discussion with a customer I know the personal qualities which enable me to conduct a discussion with a customer successfully and with purpose Identify and take into account factors that are likely to disturb the discussion I list the possible disturbances and for each one of them suggest a solution to remedy them Greet the customers I introduce myself to the customer politely and give my name. I also memorise the customer s name Enquire about the customer s needs I apply various questioning techniques during the discussion with the customer. I listen to the customer calmly, I ask questions to clearly understand his needs and I prepare an accurate summary using my notes Start a discussion with a customer (C5) I successfully start a discussion with a customer. In so doing, I abide by the following stages: - quote the phases of the discussion - greet the customers - reply to the customer s demands - clarify their needs I quote the three types of discussion and am able to apply them. I am aware that I not only express myself orally but also through by body language, the tone I use and my diction (3 types of discussion). I explain how the various types of discussion will affect the person I am talking to. I quote the levels of discussion. I know how the messages are transmitted and perceived. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

10 1.1.2 Specific objective: Advise customers Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Conduct a discussion with a customer (C5) I successfully conduct a discussion with a customer. In so doing, I abide by the following stages: - enquire about the customer s needs - present the travel proposals / advise the customer - present variations, show the added value of my own solutions and refute possible objections - negotiate the objections and prices Knowingly create a relationship of trust Based on the advice given, I highlight the behaviours that are likely to create a relationship of trust Direct a discussion I direct a discussion with a customer by communicating in a conscious and targeted manner and by observing the effect produced on the customer as well as his reactions during the discussion Enquire about the customer s needs I advise the customer and ensure that I grasp his ideas and problems. I conduct these discussions with clear objectives and in a spirit of partnership Arguments, proposals and alternatives With regard to their purchases, customers are guided by reason and feelings. I am capable of responding to them spontaneously with appropriate arguments, proposals or alternatives. The customer s needs are taken into account Submit the best price offer I submit the best price offer to the customer based on an analysis of his needs Convince the customer During a discussion with a customer, I present our services or our products using pertinent arguments that are geared to the customer s wishes Explain the price I am capable of carrying out an accurate calculation of the price of the customer s trip based on various price lists and of showing the added value of my solution compared with other products or services Conduct a discussion with a customer (C5) I successfully conduct a discussion with a customer. In so doing, I abide by the following stages: - enquire about the customer s needs - present the travel proposals / advise the customer - present variations, show the added value of my own solutions and refute possible objections - negotiate the objections and prices HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

11 1.1.2 Specific objective: Advise customers Work-based portion performance objectives Partial skills Industry course performance objectives Conduct a discussion with a customer (C5) (cont d) Refute objections during the discussion with a customer During a discussion with a customer, I react in a professional manner to objections by staying calm, by showing that I understand the customer s request and by objectively pointing out the characteristics of our products / services. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

12 1.1.2 Specific objective: Advise customers Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Bring a discussion with a customer to an end (C5) I successfully bring a discussion with a customer to an end. In so doing, I abide by the following stages: - finalise the booking / decide on the options / set up an appointment - show the customer out - decide on the subsequent procedure Know the need for and use of taxes I explain in a convincing manner to a customer why he has to pay administration charges or booking and advisory taxes (TRC in French) and the difference between these two types of taxes. I explain, using a personal example and comprehensible terms, which internal expenses are covered by the taxes and what is the influence of the billing of taxes on the annual financial statements of my host company Finalise The objective of any discussion with a customer is to result in a booking, an option or an appointment. In all events, I at least ask for the customer s name, address, telephone number and address. I find the right time to finalise the booking and work actively to this end General Contract and Travel Terms and Conditions (CGCV in French) During the advisory stage, I draw the customer s attention to the general contract and travel terms and conditions before finalising the booking. I inform him of his rights and obligations Enter the file / important information regarding the booking in a structured manner I enter the information in the form of keywords, in comprehensible terms and in the right order. Fellow colleagues who have no knowledge of the file can understand what has been written Bring a discussion with a customer to an end (C5) I successfully bring a discussion with a customer to an end. In so doing, I abide by the following stages: - finalise the booking / decide on the options / set up an appointment - show the customer out - decide on the subsequent procedure HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

13 1.1.2 Specific objective: Advise customers Work-based portion performance objectives Partial skills Industry course performance objectives Bring a discussion with a customer to an end (C5) (cont d) Information to be given to the customer after the booking When the booking has been made, the customer is informed of the subsequent procedure Show the customer out To conduct the discussion in an absolutely professional manner up until the end, I must be careful about my behaviour during this last phase. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

14 1.1.3 Specific objective: Process orders Holders of the VET Diploma in Commerce are responsible for ensuring that orders are processed smoothly. They process them in successive stages in line with company procedures making sure that the deadlines and requirements in terms of quality are complied with. In so doing, they work in an autonomous and efficient manner using the appropriate tools. Methodological, social and personal (MSP) competences (see pages 50 to 52) 2.1 Efficient and systematic work 2.2 Network thinking and action 3.2 Communication skills 3.3 Team skills HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

15 1.1.3 Specific objective: Process orders Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Fulfil customers orders (C3) I fulfil customers orders in an autonomous and appropriate manner. The following tasks are typically part of a customer s order: - enter the customer s personal information - make the booking - enter the order and process it - prepare the confirmation of the order and invoice - verify the payments - prepare the travel documents, verify them and issue them - follow up the order Process a customer s file I process a customer s file with various bookings in an autonomous manner. I proceed with the bookings, I prepare the necessary documents, I verify the invoices and I send the invoice or invoices to the customer in accordance with company procedures Make a booking in the system Various systems are used in the travel agencies branch to make bookings with travel operators, local agents, airline companies, etc. I am capable, on the systems used at my host company, to book, modify and cancel - package tours - arrangements in a modular system - flights - individual services Prepare company-specific documents in an autonomous manner I prepare the following documents for a customer s file in an autonomous manner and obtain the necessary guidelines and information for this purpose: - price offer - confirmation invoice - travel documents - travel programme Verify the payments I know the payment verification stages and explain the possible repercussions / consequences if this work is not carried out Follow up when the customer returns When the customer returns, I decide on the most appropriate follow-up procedure and implement it in an autonomous manner. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

16 1.1.1 Specific objective: Process orders Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Prepare price offers (C3) I prepare price offers for customers in an autonomous and appropriate manner by following the following stages: - prepare the price offers - carry out the follow up on a price offer Prepare price offers I am able to submit a price offer which has been prepared in accordance with company procedures to a customer Presentation and content I ensure that the presentation is easy to read, I verify the content with regard to spelling mistakes and I ensure that the prices calculated are accurate. I submit the price offer to my superior to be checked before sending it to the customer Follow up on a price offer I ask the customer (in accordance with company procedures) if they authorise me to book the journey for them. OPTIONAL Manage customer claims (C4) I react in a polite and professional manner to customer claims. I look for a solution in line with internal company procedures and in accordance with my competences. I launch the following relevant stages where applicable: assess the results, inform my superior, the service provider and the partner company React to claims I react calmly and objectively to complaints, claims, objections or criticisms, whether they come from persons who are external to the company, customers or persons who work at the host company, and deal with them in order to find a solution Manage claims Once the claim has been accepted, I deal with it immediately. I comply with company procedures and act in a quick and competent manner Reason for a claim I identify the vital detail which has led to a general claim by the customer and explain it orally Manage customer claims (C4) I react in a polite and professional manner to customer claims. I look for a solution in accordance with my competences. I quote the subsequent stages to be implemented (assess the results, inform my superior, the service provider and the partner company). HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

17 1.1.3 Specific objective: Process orders Work-based portion performance objectives Partial skills Industry course performance objectives Manage customer claims (C4) (cont d) Opportunities of a claim I put forward, in a few keywords and without working tools, three arguments explaining why a claim may also be synonymous with opportunity. To this end, I take into account the possible repercussions of a claim Accusations should be avoided When customers complain, I do not accuse third parties or react hastily without having clarified the situation beforehand. I quote the proper reactions. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

18 1.1.4 Specific objective: Implement marketing and public relation measures There are no performance objectives for the Travel Agencies branch Specific objective: Perform tasks relating to staff administration There are no performance objectives for the Travel Agencies branch. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

19 1.1.6 Specific objective: Implement financial processes Holders of the VET Diploma in Commerce are well aware of the importance of processing financial information correctly. They conscientiously perform tasks in the financial area in line with company procedures. Methodological, social and personal (MSP) competences (see pages 50 to 52) 2.1 Efficient and systematic work 3.1 Willingness to perform 3.5 Learning skills HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

20 1.1.6 Specific objective: Implement financial processes Work-based portion performance objectives Partial skills Industry course performance objectives OPTIONAL Manage the cash register (C4) I manage the cash register conscientiously and accurately. I can, in particular, perform the following tasks: - count the beginning cash amount in the cash register - manage the cash register - verify the cash register and know the procedure in the event of discrepancies - balance the cash register Count the beginning cash amount in the cash register I count the beginning cash amount in the cash register in accordance with company procedures Manage and verify the cash register I manage the cash register in a conscientious manner and I know the correct procedure to follow in the event of possible discrepancies. I inform my superiors in a timely manner Balance the cash register I balance the cash register in accordance with company procedures. OPTIONAL Process invoices (C3) I process invoices in an autonomous manner from their receipt to the year-end closing of accounts, including entering them in the accounts: - quote the positions - convert foreign currencies - explain the accounting system - manage refunds - quote the opportunities and the problems which are raised when purchases are bought using a foreign currency Convert foreign currencies I convert the price of certain services in a foreign currency into CHF using the official list of exchange rates of a bank or in accordance with company procedures Explain the terms creditors / debtors I explain the difference between creditors and debtors Know the tasks linked to accounting documents Using a flow chart, I show, in an autonomous manner, the route of an invoice including when it is entered into the accounts up until it is filed. My flow chart is complete and contains at least 5 stages Explain the accounting system of the host company I explain to a person who is external to my company the structure and content of the accounting system of my host company. I illustrative the most important costs by means of various cost centres Convert foreign currencies I convert the price of certain services in a foreign currency into CHF using the official list of exchange rates of a bank or in accordance with company procedures. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

21 1.1.6 Specific objective: Implement financial processes Work-based portion performance objectives Partial skills Industry course performance objectives Process invoices (C3) (cont d) Purchases made in a foreign currency I know the opportunities and problems raised when making significant purchases in a foreign currency. OPTIONAL Explain the means of payment at the host company (C2) I explain the advantages and disadvantages of the following means of payment in relation to the service providers and / or customers and I am capable of handling them: - cash - credit card and debit card - vouchers - REKA Check / REKA Card - bank - direct debit electronic payment method (LSV) Know the means of payment I know the different means of payment used at my host company and am capable of listing their advantages and disadvantages Processing payments I am capable of processing payments with the common means of payment by applying the company procedures and terms and conditions which apply to the use of electronic working tools Enter the payments into the accounts I am capable of entering incoming payments properly into the accounts in accordance with the available accounting system Know the reminder system I know the principle of the reminder system and am capable, by following the instructions given by my superior, of sending a reminder and monitoring it. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

22 1.1.7 Specific objective: Perform administrative and organisational tasks Holders of the VET Diploma in Commerce are well aware of the fact that administrative and organisational tasks must be carried out efficiently and accurately. They perform this work with the necessary care and diligence. They confine themselves to the recommendations given and use the tools in an appropriate, efficient and eco-friendly manner. Methodological, social and personal (MSP) competences (see pages 50 to 52) 2.1 Efficient and systematic work 2.4 Effective presentation skills 3.1 Willingness to perform 3.3 Team skills 3.6 Environmental awareness HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

23 1.1.7 Specific objective: Perform administrative and organisational tasks Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Prepare and manage the correspondence (C5) I prepare the documents listed below in an accurate and autonomous manner in accordance with company procedures and legal provisions, and then I forward them to their addressees: - s - letters - fax confirmations, etc Prepare documents I prepare all sorts of documents as well as letters in an autonomous manner and in accordance with company procedures Verify the documents Before printing the documents and letters, I verify their format, style, content, spelling and hyphenations. To this end, I use the assistance programmes available Choose the means of communication I quote the situations at my host company in which I send a letter, an or a fax message and I justify my decision. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

24 1.1.7 Specific objective: Perform administrative and organisational tasks Work-based portion performance objectives Partial skills Industry course performance objectives OPTIONAL Administer data and documents (C3) I manage the data and documents in a proper and safe manner. To this end, I use my host company s backup and filing system in accordance with company procedures and legal provisions Security of electronic data For security reasons, the data must not only be stored on the computer on which I work. I know the means or techniques used by my host company to create a backup of the data on a computer which is either linked or not to a network. I describe them in my own words Security of the host company s data Ensuring the security of data means protecting them against illegal access and loss. On the computer I use at my host company, I explain to a lay person the means I use to protect my electronic documents, in other words the data that I use for my work, from any illegal access. I set out orally why it is necessary to file written documents and / or create a backup of the data stored on the computer Filing system I present the possibilities available to file written and electronic data and information and explain their respective advantages and disadvantages. OPTIONAL Plan and organise the work (C5) I indicate where I have to obtain information and how I manage it. I plan appointments, I prepare daily schedules and I am capable of analysing and describing business processes Manage information I distinguish between salient information for my host company or my work and information that is not and I classify it in order of priority. I sort this information and file it if necessary. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

25 1.1.7 Specific objective: Perform administrative and organisational tasks Work-based portion performance objectives Partial skills Industry course performance objectives Plan and organise the work (C5) (cont d) Obtain information I choose the appropriate means that are available at my host company (Internet, Intranet, specialised literature, etc.) to obtain information Plan appointments and keep them I am proficient with the tool used at my host company to plan appointments. I manage the appointments properly and make them in such a way that they are kept Prepare a work schedule I prepare a daily, weekly or monthly personal schedule in an autonomous manner. I justify the usefulness of such planning Filing criteria Using examples I have chosen, I am capable of quoting criteria to create a filing system. I also indicate which filing criteria are particularly suited to certain types of archives. I also point out that a quick access to information must always be guaranteed. OPTIONAL Handle the mail and packages (C3) I handle incoming and outgoing mail in accordance with company procedures Incoming mail I handle the incoming mail in accordance with company procedures (open it, stamp it, etc.) and I sort it for an internal distribution Send packages I wrap and send postal packages in accordance with the rules in force Outgoing mail I handle the outgoing mail in accordance with company procedures and I stamp it properly in line with the applicable rates. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

26 1.1.7 Specific objective: Perform administrative and organisational tasks Work-based portion performance objectives Partial skills Industry course performance objectives OPTIONAL Proficiency with technical devices (C3) I am proficient in the use and straightforward upkeep of my host company s technical devices Using the telephone At my host company; I use the telephone in a professional manner and provide information on its functions Know how to use the technical devices I have studied the various functions of the devices that are available at my host company. I am capable of solving the problems indicated by error messages on the device in question Use the printer / the photocopier in an eco-friendly manner I decide myself and according to the situation whether it is pertinent or not, from an ecological point of view, to make photocopies or print documents. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

27 1.1.7 Specific objective: Perform administrative and organisational tasks Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Process customer data (C5) I manage customer data in a clear and transparent manner. In so doing, I use the host company s systems and tools in a targeted manner to perform the following tasks: - enter, manage, structure, classify and update customer data - process the data in a confidential manner in accordance with legal provisions and company procedures Customer file I know the value of a complete customer file that is managed in a serious manner and am capable of performing this task. In addition, I explain its importance for the company and put forward proposals for its use at a marketing level Manage a customer file I manage a customer file based on a template in an autonomous manner. So that the customer is able to enjoy an optimum all-round service, this file must be complete Use of the host company s data I have asked my host company which data I am entitled to forward or not. I explain using pertinent examples the loss or damage that can be caused to the host company and its employees if confidential, non-authorised information is disclosed. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

28 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Holders of the VET Diploma in Commerce are well aware of the fact that it is important to know their company, the competition and their branch. They use their knowledge in this field to implement the business processes, perform the administrative tasks and advise customers in a competent and autonomous manner. Methodological, social and personal (MSP) competences (see pages 50 to 52) 2.1 Efficient and systematic work 2.2 Network thinking and action 2.4 Effective presentation skills 3.2 Communication skills 3.3 Team skills 3.5 Learning skills HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

29 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Use their knowledge of the products and services of the host company (C3) I use my knowledge of the products and services of my host company Know the products and services as well as their advantages I know the products and services of my host company and explain their advantages Describe the products and services I choose common products and services of my host company to explain how they are prepared, distributed or sold and their specific characteristics Know the selling methods I indicate the advantages and disadvantages of various selling methods (direct sale, overthe-counter sales, Internet, etc.) Use their knowledge of the products and services of the host company (C3) I quote various selling methods and present their advantages and disadvantages. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

30 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Use their knowledge of the products and services of the branch (C3) I use my knowledge of the products and services of my competitors Know the technical terms I use my branch s usual technical terms properly and explain them Know the products of the competition I quote the main services or products of at least one competitor. Using prospectuses / documents at my disposition, I explain how the services and selection policy of the competitor are different or identical to those of my host company to a customer in a convincing manner Present the additional advantages compared with the products of the competition I know that many products and services are interchangeable as far as their primary function is concerned. This is the reason why I clearly explain the additional advantages of the common products of my host company which differentiate them from the products of the competition Use their knowledge of the products and services of the branch (C3) I use my knowledge of the products and services of the branch. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

31 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Use their knowledge of the host company (C2) I explain to a lay person the main characteristics of my host company. My direct superior tells me the characteristics of the following list that I am required to use: - objectives of the company - legal form / ownership relationships - position on the market - main strong points Know the economic objectives of the company I present the objectives of my host company in the following areas: - products and services - position on the market - relations with customers or other aspects of the company Know the quality assurance system I obtain information on how my host company ensures the quality of our services / products. Using examples, I present the consequences that result from that for our company and explain them in a comprehensible manner Know the image of the host company I present the image that my host company wants to give. I show how I can contribute to a positive image of my host company through my work and behaviour Interpret organisation charts I interpret the organisation chart of my host company in an autonomous manner. MANDATORY Use their knowledge in the field of aviation (C4) I perform the following tasks in the field of aviation: - make bookings, modify them and verify them - use flight plans - interpret airfares Information on the types of check-in, the national and international organisations that work in the field of aviation and baggage allowances I inform a customer in detail about the: - the various check-in possibilities - the following organisations that work in the field of aviation: IATA, ICAO and FOCA [Federal Office of Civil Aviation]: type of organisation and sectors of activity) - provisions in terms of baggage and free baggage allowance Use their knowledge in the field of aviation (C4) I perform the following tasks in the field of aviation: - make bookings, modify them and verify them - use flight plans - interpret airfares HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

32 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives Use their knowledge in the field of aviation (C4) (cont d) Types of aircraft, city codes, airline companies and airports I know the main - types of aircraft - cities - airline companies - airports based on the codes that are submitted to me and vice versa Consult, interpret and provide the flight plans and airfares with global directions properly I interpret and provide all the details of the following properly: - airfares, including global directions, rules and classes - flight plans with intermediate stops, connecting flights, time differences and manual calculation of the flight time - English expressions which are specific to air traffic Alliances between airline companies, including HUB systems and frequent flyer programmes I inform on the following in a detailed and comprehensible manner: - alliances between the airline companies that serve Switzerland - HUB systems - frequent flyer programmes Schedule airline companies, charter airline companies and low-cost airline companies (LCC) I explain the differences between the aforementioned concepts by quoting their respective advantages and disadvantages. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

33 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives Use their knowledge in the field of aviation (C4) (cont d) Calculation of airfares I explain how an airfare is calculated taking into account: - the miles and routing system - the reading direction of the airfares - the types of airfares - the monetary system - the terms of payment - and all the detailed indications which are linked to each other Correctly interpret electronic tickets I explain the information to be found on the electronic ticket receipt that is presented to me Use the booking systems (CRS / GDS) I am proficient with the main applications of the system used at my host company to consult, book and modify bookings, for example: - decode the airline companies, types of aircraft, cities and countries - consult and interpret the flight plans properly - consult and interpret the availability of the flights properly - consult the airfares and interpret the rules properly - prepare a flight dossier with the minimum information in an autonomous manner - modify or cancel a flight dossier HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

34 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives MANDATORY Use their knowledge on local service providers (C3) I point out and explain to my customers the offers concerning: - the hotels and serviced accommodation - the roads Define and describe specific notions I define and describe, in comprehensible terms for a lay person and without using documents: - the notion of hotel accommodation - the notion of serviced accommodation - various types of hotels with the corresponding infrastructure - various categories of hotels with their characteristics and their differences Hotel chains and hotel groups I explain the difference between a hotel chain and a hotel group Central hotel reservations office and hotel brokers I explain the difference between a central reservations office and a hotel broker Technical terms in the hotel industry I define the following terms for example: - various types of board (including English and American terms and abbreviations) - double bedroom, bedroom with twin beds, bedroom with three beds, suite, Junior suite and an additional bed (with the French translations) Rent holiday flats Using a holiday home catalogue, I advise a client in detail on the booking and rental terms and conditions that apply to their choice Use their knowledge on local service providers (C3) I use my knowledge on - the hotels and serviced accommodation - the roads in a targeted manner when I advise my customers. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

35 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives Use their knowledge on local service providers (C3) (cont d) Inform the customer about the various types of rental cars and camper-vans as well as their rental terms and conditions During an advisory stage, I inform the customer in detail using the prospectus or the website of the car rental supplier: - about the various car rental companies, motor-home companies and camper-van companies in the country of their choice - about the various categories of vehicles and prices offered by the chosen rental company for the journey of his choice - about the rental terms and conditions of the company chosen for the vehicle of his choice and the type of prices wanted Possible additional services and collection of the vehicle Using the prospectus or website of a supplier, I provide a customer who is interested in renting a car or camper-van / motor-home with a detailed explanation of: - the possible additional services - the deadlines concerning the collection and return of the vehicle from and to the chosen rental company Insurance for the rental cars and camper-vans / motor-homes Using the prospectus or website of a supplier, I inform the customer about possible insurance policies and their cover. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

36 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives Use their knowledge on local service providers (C3) (cont d) Advantages and disadvantages of a motor-home or a camper-van and size advised for the vehicle During a discussion and using a prospectus, I provide a customer with detailed advice on - the advantages and disadvantages of travelling in a motor-home / camper-van - the difference between a camper-van and a motor-home - the advised size of the vehicle, including equipment, for this customer and the journey chosen Camper-van / motor-home equipment and equipment of the campground I describe - the equipment normally to be found in a camper-van / motor-home - the equipment / facilities that are generally to be found on a campground in a specific country Swiss coach operators equipment in the coaches and types of coach trips I describe - renowned Swiss coach operators and their position on the market - the types of tour coach operators possible and their equipment - the types of coach trips and the types of customers they are aimed at Sale of a coach trip Using a prospectus on coach trips, I provide the customer with a detailed description of: - the advantages and disadvantages of a coach trip, the range of offers and the special services provided by the chosen supplier - the organisation of the trip chosen, its price as well as possible extra charges or discounts HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION

37 1.1.8 Specific objective: Apply the knowledge acquired on their branch and company Work-based portion performance objectives Partial skills Industry course performance objectives OPTIONAL Use their knowledge in the railway sector (C3) I point out and explain offers in the railway sector to my customers European train connections Using a timetable, I correctly provide information on international train connections from Switzerland to neighbouring countries The range of European offers I advise customers in an in-depth and comprehensible manner on the current European train services and know the tariff provisions for a one-way trip and return ticket Trains and types of special trains I give a detailed description of the properties, characteristics, types of tariffs, train connections and types of national and international trains Railway services I describe the services such as: - check-in at the train station with or without a boarding card, including selling points - lounges, etc Rail network I quote the borders of international rail connections from Switzerland to neighbouring countries Use their knowledge in the railway sector (C3) I use my knowledge on various products in the railway sector in a targeted manner when I advise my customers. HOLDERS OF THE FEDERAL VET DIPLOMA IN COMMERCE TRAVEL AGENCIES VERSION