Provide assistance at the self-service payment point in a retail organisation

This standard is about assisting customers who use self-service payment points in your retail organisation, ensuring customer queues are monitored effectively as well as supporting customers who require help.

It is also about observing customers who are acting suspiciously.
This standard is for payment point support staff.

When you have completed this standard you will be able to demonstrate your understanding of and ability to:

• Provide assistance at the self-service payment point in a retail organisation

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1. monitor and manage customer flow at the queuing areas of the self-service payment point area following your workplace procedures
2. inform waiting customers when payment points become available following your workplace procedures
3. observe customer behaviour during transactions, being aware of the following:
   • confusion
   • frustration
   • suspicious behaviour
   • age of customers when purchasing age restricted goods
4. follow your workplace procedures for dealing with customers when providing assistance including for the following:
   • items with security tags
   • authorisation of age restricted items
   • resetting of self-service point after a forced halt of transaction
   • carrier bag purchases
5. monitor and report customers who are acting suspiciously in line with your workplace procedures
6. offer additional services to customers following your workplace procedures
7. treat customers with respect following your workplace procedures throughout the payment process
8. balance the need to give attention to individual customers with the requirement to acknowledge customers who are waiting for help
9. keep the payment point area free of obstructions and debris following your workplace procedures

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1. your workplace procedures for monitoring queues
2. your workplace procedures for the purchase of carrier bags
3. types of suspicious behaviour displayed at the self service area
4. when colleague assistance is required
5. how to authorise items that are of high value, age restricted or require security tags removing following your workplace procedures
6. the relevant legislation for the sale of age-restricted goods
7. how to reset self-service equipment when errors occur following your workplace procedures
8. the types of payment accepted at the self-service payment point
9. your workplace procedures for identification of counterfeit payments
10. your workplace procedures for security and housekeeping of the self-service areas

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3

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2030

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Current

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Original

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Skillsmart Retail

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PPL.C224

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Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers

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7111

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Retailing; retailers; provides; providing; gives; giving; serves; serving; checkouts; check outs; tills; cashiers; operators; payments; pays; paying; fraudulent; counterfeit

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