Lesson Plan for Perform POS Operations

Start Time Duration Day 1 9:00 AM 0:30:00 Welcome & Self-Introduction 9:30 AM 0:10:00 Course Overview - Training Objectives, Training Agenda CE 1 : Operate POS Equipment 9:40 AM 0:10:00 Introduction of POS system, identify the different parts of POS register Presentation, Show PPT, POS register, Trainer's Guide & Tell Presentation, Show PPT, POS register, approved & & Tell unapproved cleaning agents & aids Presentation , Show PPT, POS register & Tell Presentation Presentation PPT, Friendly & warm voice + smile PPT, POS register, Trainer's Guide Topic Methods Resources

9:50 AM 0:10:00 Benefits of system, Care & Maintanence 10:00 AM 0:15:00 Explain & locate the different funtion keys/ icons on POS screen

10:15 AM 0:15:00 Morning Teabreak 10:30 AM 0:15:00 Explain the common terminologies used by Cashiers Presentation, Discussion PPT

Morning Cashier's duties - Prepare the POS 10:45 AM 0:10:00 register with Float for daily transactions, Handling of Float & its applied SOP Cashier Sign ON/OFF function, product entry 10:55 AM 0:10:00 into POS - scan or manual entry, quantity purchases 11:05 AM 0:30:00

Presentation , Show PPT, Cash Handling Book & Tell

Presentation , Show PPT, POS register, product barcodes & Tell

Perform error corrections for transaction void, Presentation , Show PPT, POS register, product barcodes price over-ride & record error corections & Tell Presentation , Discussion PPT

11:35 AM 0:20:00 Service Recovery - apologise for the delay 11:55 AM 1:00:00 Lunch Break 12:55 PM 0:05:00 Energiser (Do 'Tropical Fruits' Song) 1:00 PM 0:15:00 1:15 PM 0:30:00 Recap on all the topics covered, conduct Question & Answers to clarify any doubts

Lots of energy Discussion PPT, Question List

Explain & complete documents relating to error Presentation , Show PPT, POS register, Transaction Void corrections & Tell Receipt, Overprint Records CE2 :Perform POS Transactions

1:45 PM 0:30:00 Perform different payment modes 2:15 PM 0:30:00 Complete transaction payment at credit card machine, Perform HSBC Cashback

Presentation , Show PPT, POS register, product barcodes, & Tell samples of credit cards Presentation , Show PPT, POS register & Tell PPT, POS register, product barcodes, samples of credit cards

2:45 PM 0:30:00 Handle different types of customers' purchase Role-play 3:15 PM 0:15:00 Afternoon Teabeak 3:30 PM 1:00:00 Perform different types of discount 4:30 PM 0:20:00 Discuss the different typres of customers' requests

PPT, POS register, product barcodes, Presentation , Show samples of credit cards & discount & Tell cards Discussion Samples of credit cards & discount cards

Perform error corrections for refund & 4:50 PM 0:40:00 exchange in accordance to SOP. Complete documentation. 5:30 PM 0:30:00 Record & complete the relevant document according to SOP

Presentation , Show PPT, POS register, product barcodes, & Tell, Role-play SOP Presentation , Show PPT, Refund Book & Tell

Lesson Plan for Perform POS Operations

Start Time Duration 6:00 PM Class Dismissal Topic Methods Resources

Lesson Plan for Perform POS Operations

Start Time Duration Day 2 Welcome & Recap on all the topics covered on 9:00 AM 0:40:00 Day 1, conduct Question & Answers to clarify Discussion any doubts PPT, Question List Topic Methods Resources

Define & explain the relevant Fair Trading Act, Presentation , Show 9:40 AM 0:40:00 relate the daily tasks to comply with Fair PPT, Fair Trading Act Handbook & Tell Trading Act 10:20 AM 0:15:00 Morning Teabreak CE 3 : Wrap & Pack Goods 10:35 AM 0:20:00 Wrap & pack customers' purchases appropriately Role-play Presentation, Discussion POS register, sample products, samples of credit cards & discount cards, plastic bags POS register

10:55 AM 0:20:00 Arrange for Home Delivery 11:15 AM 0:20:00 Complete documentation according to SOP CE 4 : Balance register at close of shift Explain shift handover process, demonstrate 11:35 AM 0:30:00 the steps, instruct learners to perform as per shown 12:05 PM 0:20:00 Complete documentation according to SOP 12:25 PM 1:00:00 Lunch Break 1:25 PM 0:15:00 Energiser (Do 'Hey Baby' Song) 1:40 PM 0:30:00 Recap on all the topics covered, conduct Question & Answers to clarify any doubts

Presentation, Show PPT, POS register, Daily Cash Till & Tell Summary

Presentation, Show PPT, POS register & Tell, Role-play Presentation, Show PPT, POS register, Daily Cash Till & Tell Summary

Lots of energy Discussion PPT, Question List

Explain End-Of-Day procedure, demonstrate 2:10 PM 0:45:00 the steps, instruct learners to perform as per shown 2:55 PM 1:00:00 Complete documentation according to SOP 3:55 PM 0:15:00 Afternoon Teabeak 4:10 PM 0:20:00 Recap on all the topics covered, conduct Question & Answers to clarify any doubts

Presentation , Show PPT, POS register, In Store Processor & Tell, Role-play Presentation , Show PPT, POS register, In Store Processor, & Tell, Role-play Daily Cash Till Summary

Discussion

PPT, Question List

4:30 PM 0:15:00 Allow learners to conduct self-study to prepare for the assessment 4:45 PM 1:10:00 Brief on Assessment Criteria & conduct Hands-on Assessment Presentation POS register, Test Script, Stopwatch, Assessment Record Evaluation Form, Fond Farewell + smile

5:55 PM 0:05:00 Distribute Evaluation Form & collect completion forms 6:00 PM Class Dismissal

Trainer's Guide for Perform POS Operations

Start Time Duration Day 1 9:00 AM 0:30:00 Welcome & Self-Introduction 9:30 AM 0:10:00 Course Overview - Training Objectives, Training Agenda Trainer Self-Intro, Learners to conduct self- Presentation introduction to all See & explain from LG 2-3
Presentation PPT, Friendly & warm voice + smile PPT, POS register, Trainer's Guide

Topic

Trainer's Action & Key Notes

Methods

Resources

CE 1 : Operate POS Equipment Introduction of POS system, 9:40 AM 0:10:00 identify the different parts of POS register Benefits of system, Care & 9:50 AM 0:10:00 Maintanence Explain & locate the different 10:00 AM 0:15:00 funtion keys/ icons on POS screen 10:15 AM 0:15:00 Morning Teabreak Parts to show are - Customer display, LCD touch screen monitor, printer, scanner, register drawer
Presentation, Show & Tell PPT, POS register, Trainer's Guide

Illustrate the maintenance steps to the Presentation, different parts of POS, show both approved Show & Tell and unapproved cleaning agents and cleaning aids (LG 4-6) Indicate the different function keys & where Presentation , Show & Tell are they found (LG 7-9) Prepare the product barcodes for hands-on practice

PPT, POS register, approved & unapproved cleaning agents & aids

PPT, POS register

10:30 AM 0:15:00

Highlight on the differences between X & ZExplain the common Presentation, Reading; Z - Reset No., Once-a-day, @ Discussion terminologies used by Cashiers night ONLY (LG 10) Emphasis on the importance of SOP compliance & show the various sections of the Cash Handling Book & Daily Cash Till Summary (LG 11-13)

PPT

Morning Cashier's duties Prepare the POS register with 10:45 AM 0:10:00 Float for daily transactions, Handling of Float & its applied SOP

Presentation , Show & Tell

PPT, Cash Handling Book, Daily Cash Till Summary

Cashier Sign ON/OFF function, product entry into POS - scan or Demonstrate the steps after explaining from Presentation , 10:55 AM 0:10:00 Show & Tell manual entry, quantity slides, instruct learners to perform steps with purchases the prepared product barcodes (LG 14-17) Perform error corrections for Presentation , 11:05 AM 0:30:00 transaction void, price over-ride Demonstrate the steps after explaining from Show & Tell & record error corrections slides, instruct learners to perform the error corrections, reinforce SOP compliance & Service Recovery - apologise for importance to perform service recovery. Ask Presentation , 11:35 AM 0:20:00 learners to show basic service recovery. (LG Discussion the delay 18-21) 11:55 AM 1:00:00 Lunch Break 12:55 PM 0:05:00 Energiser (Do 'Tropical Fruits' Song) Action Song (Watermelon x2, papaya x2, apple is red-, lemon is yel-low, tropical fruits-)
Show

PPT, POS register, product barcodes

PPT, POS register, product barcodes

PPT

Lots of energy

Recap on all the topics covered, Focus on accuracy of product entries, Price Discussion 1:00 PM 0:15:00 conduct Question & Answers to Over-ride & Transaction Voids clarify any doubts 1:15 PM 0:30:00 Explain & complete documents relating to error corrections Focus on SOP & compliance to audit Presentation , requirements when completing the Overprint Show & Tell Records (LG 22-24)

PPT, Question List PPT, POS register, Transaction Void Receipt & Overprint Records

Trainer's Guide for Perform POS Operations

Start Time Duration CE2 :Perform POS Transactions Perform different payment 1:45 PM 0:30:00 modes Complete transaction payment at 2:15 PM 0:30:00 credit card machine, Perform HSBC Cashback Handle different types of customers' purchase Explain the acceptance of the various types Presentation , Show & Tell of payment mode on LG 25 -29
PPT, POS register, product barcodes, samples of credit cards

Topic

Trainer's Action & Key Notes

Methods

Resources

Presentation , Show & Tell

PPT, POS register

2:45 PM 0:30:00

Demonstrate the steps after explaining from slides, instruct learners to perform the transactions, reinforce on the differences on Role-play the various card payment, role-play on cashier with difficult customers (LG 30-51)

PPT, POS register, product barcodes, samples of credit cards PPT, POS register, product barcodes, samples of credit cards & discount cards Samples of credit cards & discount cards PPT, POS register, product barcodes, SOP

3:15 PM 0:15:00 Afternoon Teabreak Perform different types of 3:30 PM 1:00:00 discount 4:30 PM 0:20:00 Discuss the different typres of customers' requests Perform error corrections for refund & exchange in accordance to SOP. Complete documentation. Foucs of the terms & conditions applied to Presentation , the various discounted cards & the accepted Show & Tell payment mode. Ask learners to share their encounters on the various type of Discussion customers' requests (LG 52-63) Highlight on the types of refunds. Demonstrate the steps after explaining from Presentation , Show & Tell, the slides, learners to perform the Role-play transactions. (LG 64-70)
Presentation , Show & Tell

4:50 PM 0:40:00

5:30 PM 0:30:00

Focus on SOP & compliance to audit Record & complete the relevant requirements when completing the Refund document according to SOP Forms + additional info to Finance Class Dismissal

PPT, Refund Book

6:00 PM Day 2

Welcome & Recap on all the Focus on Staff Discount, Choice Card, topics covered on Day 1, 9:00 AM 0:40:00 Refund types. Learners to use LG 71 & state Discussion conduct Question & Answers to the types of refund clarify any doubts Define & explain the relevant Focus on Honouring the lower price, Fair Trading Act, relate the daily Presentation , 9:40 AM 0:40:00 expiring/ expired products, misleading info & Show & Tell tasks to comply with Fair Trading mispresentation (Use LG 13) Act 10:20 AM 0:15:00 Morning Teabreak CE 3 : Wrap & Pack Goods Wrap & pack customers' 10:35 AM 0:20:00 purchases appropriately Demonstrate the different ways to pack purchases (LG 72). Group learners in pairs Role-play to role-play customer - cashier in a transaction Emphasis that our home delivery is FREE Presentation, but customer has to pay the full amount prior Discussion to delivery (LG 73-74) Emphasis that the information stated on the Presentation, Show & Tell form is legible Prepare the sample products, plastic bags for role-play

PPT, Question List

PPT, Fair Trading Act Handbook

POS register, sample products, samples of credit cards & discount cards, plastic bags POS register

10:55 AM 0:20:00 Arrange for Home Delivery Complete documentation according to SOP

11:15 AM 0:20:00

PPT, POS register, Home Delivery Form

Trainer's Guide for Perform POS Operations

Start Time Duration Topic Trainer's Action & Key Notes
Methods Resources

CE 4 : Balance register at close of shift Ask 2 learners to role-play how they do shift Presentation, Show & Tell, 11:35 AM 0:30:00 Explain shift handover process, handover at their stores. Get the rest to demonstrate the steps, instruct observe & state the rights & wrongs, if any. Role-play learners to perform as per shown (LG 75-76) 12:05 PM 0:20:00 Complete documentation according to SOP Explain the rationale of the respective forms Presentation, Show & Tell & importance to SOP compliance Action song (Hey-, Hey- Baby, I wanna know oh-on, if you be my girl?!)

PPT, POS register

PPT, POS register, Daily Cash Till Summary

12:25 PM 1:00:00 Lunch Break 1:25 PM 0:15:00 Energiser (Do 'Hey Baby' Song)
Show Lots of energy

Recap on all the topics covered, Focus on acceptable types of home delivery Discussion 1:40 PM 0:30:00 conduct Question & Answers to items, Audit requirements & SOP to Shift clarify any doubts Handover.
Presentation ,

PPT, Question List

2:10 PM 0:45:00 Explain End-Of-Day procedure, Reinforce on the actual submission time & Show & Tell, demonstrate the steps, instruct the key data to check before confirmation of Role-play learners to perform as per shown sales (LG 77-79) 2:55 PM 1:00:00 Complete documentation according to SOP

PPT, POS register, In Store Processor

Focus on SOP & compliance to audit Presentation , requirements when completing the forms & Show & Tell, Role-play reports + additional info to Finance, if any

PPT, POS register, In Store Processor, Daily Cash Till Summary

3:55 PM 0:15:00 Afternoon Teabeak Focus on SOP & compliance to audit Recap on all the topics covered, requirements when handling any POS Discussion 4:10 PM 0:20:00 conduct Question & Answers to functions. Emphasis that should learners clarify any doubts encounter any difficulties, they should inform their supervisors immediately! Allow learners to conduct self4:30 PM 0:15:00 study to prepare for the assessment 4:45 PM 1:10:00 Brief on Assessment Criteria & conduct Hands-on Assessment

PPT, Question List

Be around to answer/ address any last minute enquiries Highlight on the fields that the learners have to fill in. Ensure all adminstrative info are in Presentation order! Count & ensure that all the learners return the Evaluation Forms.
POS register, Test Script, Stopwatch, Assessment Record Evaluation Form, Fond Farewell + smile

5:55 PM 0:05:00 Distribute Evaluation Form & collect completion forms 6:00 PM Class Dismissal