Sydney Business & Travel Academy (SBTA)

Sydney Business & Travel Academy (SBTA) Sell products andservices Session 12 with Sue Cameron MBA AFAIM TAA

Agenda for Session 12 • Complete Session 11 on After Sales Service and Q&A • General Feedback on your presentations • Using the e-learning portal • Legislation relating to selling products and services 2

Revision Q&A • What are some examples of after sales service? • What sort of things can you do to maximise sales opportunities? • What’s another word for an add-on? • How can you get customer feedback? • What is the purpose of customer feedback?

Feedback on Presentations • Generally very good and you are all very intelligent people • Top marks (22/25) go to Tracey, Boon, Ray and Ruth • Those with under 13/25 it was mainly because of your English speaking skills. Kelly is expecting you to visit her (she is not in today)

Using the e-learning portal • Demonstration for new students • Go to browser (i.e. Internet Explorer or Firefox etc.) and enter http://elearning.sbta.com.au/www/index.php • Then enter your user and name and password • Click on Sell products and services and then click on Files • Ask them to come up and do it (this is coaching a skill)

Definitions • Legislation: • It can mean both the making of laws and the law by governments in parliament – which are called statute law • There are 2 types of courts – Civil and Criminal

Definitions • Act: Is an action taken by the parliament to create a law • It is not the A.C.T which is the Australian Capital Territory (although that’s were the Federal government of Australia is located who make most of the laws)

Definition • Contravene: • This is a legal word which means breaking the law

Definitions • Welfare: • Health, happiness, and good fortune; well-being • Regulation: • A governmental order having the force of law • Reference: The Free Dictionary website (August 2012) • http://www.thefreedictionary.com/regulation

Legislative requirements • These can also be called legislative regulations • This means because they are the law you must comply (i.e. do it)

The Trade Practices Act • The Trade Practices Act 1974 has as its objective the enhancement of the welfare of Australians through the promotion of competitionand fair trading and the provision for consumer protection

The Trade Practices Act 1974 regulates: • Anti-competitive behaviour: the actions of businesses to reduce competition in the market place • Price fixing: businesses entering into agreements with competitors to fix the price of a good or service • Anti-competitive agreements: arrangements that is likely to reduce competition, or have the purpose of reducing competition

The Trade Practices Act 1974 regulates: • 4. Unfair trading: behaviour that may mislead or deceive consumers • 5. False representations: any wrongful claims made about the price, benefits, standard, quality, value or grade of goods or services that may unfairly influence a consumer’s purchasing decision • (This law has recently been renamed the Consumer and Competition Law 2012)

What is a rip off? • It is slang for Being cheated

Legislative requirements • Sale of Goods Act • In general, the legislation in each state or territory does not make a distinction between a consumer and a corporation • That is, the legislation applies whether goods are purchased for personal use or for resale

Sale of goods legislation • This legislation is concerned with defining what goods are, the contract of sale and rules to determine lawful ownership of goods • It specifies the duty of the seller to deliver the goods and the duty of the buyer to accept delivery and pay for the goods

The Australian Competition & Consumer Commission • If a customer has a complaint about the way an organisation has conducted its business that they feel has not been adequately addressed by the organisation, they can take their complaint to the Australian Competition and Consumer Commission (ACCC), which administers the Trade Practices Act and is empowered to bring action against those who contravene the law

Other Laws relating to Tourism • Other relevant legislation affecting the tourism industry include: • Smoking legislation – where most states and territories have now introduced laws restricting smoking and its effects on non-smokers • Liquor licensing laws – each state has its own laws governing the sale of alcohol. Be aware that there are some differences!

Other Laws relating to Tourism • Child sex tourism legislation • Many countries around the world now have legislation in place that makes child sex tourism and its associated practices criminal acts, even if not conducted in that country • This means anyone assisting, organising, benefiting or participating in child sex tourism

Other Laws relating to Tourism • Equal opportunity and anti-discrimination acts • Legislation in each state and territory which prevents one person being treated differently or less favourably than another in the same situationbased on a difference between the parties

Definition • Discriminate- to treat one person differently or less favourably than another in the same situation based on a difference between the parties, such as race, sexual preference, gender, age, marital status, political convictions or religious beliefs, • Each State has an Equal Opportunity Commission to deal with these matters.

Other Laws related to Tourism • Water restrictions Act • Occupational health and safety(the new law is called the Work, Health and Safety Act 2011) • Trading hours Act 2008 • Corporations Act 2001

Organisational policies • Each business establishes its own guidelines for the sale and distribution of goods and services • These policies are generally developed in line with legislative requirements but are also influenced by the desire to sell; that is, make a profit

Department of Fair Trading • If you do not get satisfaction to your complaint from the organisation where you purchased your goods then you can contact the Department of Fair Trading in your State • The NSW website is: • http://www.fairtrading.nsw.gov.au/default.html

Next week • Mainly revision for the exam on Thursday • Have a lovely weekend and see you Monday at 5.pm

Sydney Business & Travel Academy (SBTA)