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Course overview
Requirements
- Minimum of Grade 10
Curriculum for this course
55 Lessons
04:57:46 Hours
01 Interact with Customers- US 114903
13 Lessons
01:19:56 Hours
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1.1 Accessibility Standard for Customer Service
00:01:33
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1.2 The Ten Commandments of Customer Service
00:04:43
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1.3 Important things to know when interacting with customers
00:02:39
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1.4 Customer Service Policy
00:01:31
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1.5 Customer Service Standards
00:01:48
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1.6 Customer Friendly Attributes
00:00:35
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1.7 Customer Friendly Presentation
00:00:31
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1.8 Presenting a positive image of your organisation
00:10:46
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1.9 Clean and Maintain house keeping standards
00:07:53
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1.10 Respond to customer enquiries in a positive manner.
00:01:11
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1.11 Creating a Positive Customer Environment
00:08:20
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1.12 Ten ways to communicate more effectively with customers and co-workers
00:08:26
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Formative Assessment - 114903 Quiz
0:30:00
02 Process payment at a Point of Sales (POS)-US 114894
22 Lessons
01:12:42 Hours
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2.1 Perform start and end of day functions at POS.
00:02:43
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2.2 Security and administration procedures for POS floats are implemented at start and end of day. SO1, AC1
00:01:07
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2.3 Procedures for signing on/opening POS are initiated before accepting any customers. SO1, AC2
00:02:22
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2.4 . Cash is sorted and packed at POS according to organization’s specifications. SO1, AC3
00:02:25
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2.5 All required stationery/equipment is checked and made available before starting to accept customers. SO1, AC4
00:01:39
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2.6 The work area, stationery and equipment meet the housekeeping standards
00:02:39
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2.7 The work area, stationery and equipment meet the housekeeping standards
00:02:04
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2.8 Process payment at POS.
00:05:34
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2.9 Change is correctly calculated and given to the customer according to organization procedures. SO2, AC3
00:01:30
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2.10 The customer's transaction is finalized according to organization’s specifications. SO2, AC4
00:01:02
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2.11 . The organization’s requirements in terms of customer service are adhered to. SO2, AC5
00:02:40
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2.12 Minimise losses at a POS
00:01:19
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2.13 Ways in which shrinkage and losses occur are explained in relation to the process of processing payment. SO3, AC2
00:01:31
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2.14 Ways to prevent shrinkage and losses are demonstrated while processing payment. SO3, AC3
00:00:49
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2.16 Authorization levels are adhered to in terms of the acceptance of payments. SO3, AC4
00:00:36
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2.17 POS irregularities are actioned according to organization procedures. SO3, AC5
00:00:39
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2.18 Refunds are handled according to organization’s procedures. SO3, AC6
00:03:44
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2.19 Replenish cash at a POS float.
00:02:19
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2.20 Perform cash
00:01:13
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2.21 The takings are reconciled according to the organization’s procedures. SO5, AC2
00:02:44
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2.22 Variances between actual and expected takings are investigated and actioned according to the organization’s requirements and limits. SO5, AC3
00:02:03
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Formative Assessment - 114889 Quiz
0:30:00
03 Record Transactions- US 114889
19 Lessons
01:26:08 Hours
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3.1 Prepare to record transactions at the point of sale and perform end of day procedures
00:00:00
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3.2 Store procedures for recording transactions are initiated before accepting any customers
00:01:32
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3.3 All end of day procedures are implemented according to store's procedures
00:02:53
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3.4 The work area, stationery and equipment are checked if they meet the housekeeping standards
00:00:34
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3.5 Record Transaction
00:03:25
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3.6 Errors in recording of transactions are identified and corrected according to organisational procedures
00:03:24
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3.7 Documentary proof is issued to the customer and handled according to organization’s procedures
00:03:05
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3.8 Security measures applicable to the recording of transactions are implemented according to organisation's procedures
00:06:29
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3.9 INTERACT WITH CUSTOMER WHEN RECORDING TRANSACTIONS
00:08:35
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3.10 The customer's transaction is actioned according to organisation's procedures
00:02:53
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3.11 The transaction is completed in accordance with the organisation's procedures
00:02:41
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3.12 Customer's queries regarding methods of payment are answered or directed to the appropriate resource
00:02:13
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3.13 Record transaction to prevent shrinkage and losses
00:02:48
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3.14 Shrinkage and loss prevention measures are implemented while recording transactions
00:01:42
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3.15 Actions to prevent shoplifting are implemented according to organisation policy and procedures while recording transactions
00:02:45
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3.16 Maintain Stock balances while recoding trantsaction
00:04:21
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3.17 Stock flow through the organisationbusiness is explained as it is required by the organisation
00:03:44
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3.18 Stock records are maintained to enhance the supply chain following organisational procedures.
00:03:04
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Formative Assessments
0:30:00
Summative Assessment
1 Lessons
00:59:00 Hours
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Test
0:59:00
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