Unit 3: People Skills and Sales

This unit focuses on communication skills and high levels of customer service, how to develop your own customer service skills and how to recognise opportunities to use customer service skills during a flight. You will also develop an understanding of selling techniques in relation to in-flight products and services.

You will examine how to deal with common complaints and concerns relevant to passengers on flights and appreciate the difficulties for both crew and passengers of being in a confined and restricted environment.

You will develop an understanding of how to recognise opportunities for selling during a flight  and will examine different selling techniques including how to approach different types of passengers and how to present features and benefits of the in-flight products and services.

Lastly, you will develop your knowledge of in-flight payments systems and learn how to calculate payments in different currencies.