T9. PROCESOS VENTA Cobro de los productos vendidos al consumidor particular o final

Cobro de Productos Vendidos al Consumidor Final

• This topic covers the process of collecting payment for products sold to individual or final consumers.
• Learning objectives include understanding the cash handling process at the start of a shift, using standardized procedures, verifying available change and product prices, identifying loyalty programs, using point-of-sale (POS) terminals, performing cash drawer audits, etc.
• Different payment processing methods are examined, along with loyalty programs, which are intended to foster customer retention by offering discounts or exclusive deals to repeat buyers.

Introduction

• The focus is on the process of collecting payments from customers and loyalty program establishment and management.
• Overview of currency and payment details and how to perform calculations with POS devices (e.g., transactions, returns, and change).
• Details of various methods of payment (e.g.: different currency bills and coins, POS, and credit/debit cards, etc.) are explored, and processes like completing sales transactions and handling returns.

Coins and Bills of Legal Tender in Spain

• The study covers Spanish currency (the euro) and important features and characteristics of legal tender bills and coins.
• Common denominations (e.g., 5, 10, 20, 50, 100, 200, 500 euro bills; and various cent coins) are discussed.
• Important roles of the central bank and how it affects the general economy are examined.

Prevention of Counterfeit Bills

• Commonly counterfeited bill denominations in the EU are highlighted (20€, 50€, and 100€).
• Safeguards against counterfeit bills, such as security features, watermarks, thread, and special inks, are emphasized.
• Best practices for identifying authentic bills are detailed, including visual inspection and using specialized detection tools.

Mental Calculation for Faster Cashier Operations

• Mental calculation aids in completing cash transactions swiftly and correctly.
• Approximations, rounding, and quick calculations are necessary tools to ensure efficient and quick payment processing.

Point of Sale (POS) Terminal Operations

• This section explains how POS systems carry out cash handling procedures with customers, including functions like registering goods, making changes, and producing receipts.
• Different inputs into POS devices (e.g. barcodes, manual input, etc.) are discussed, as well as their uses.
• The software and functions available on the POS are detailed including creating a sales receipt and verifying correct transaction amounts.

Handling Returns and Refunds

• Procedures for issuing refunds or returns through POS systems are examined. Steps, like processing returns or issuing refunds, are detailed along with the use of a debit or credit card to process a return.
• The system for refunds (e.g., partial, total, etc.) is elaborated.

Customer Loyalty Programs

• Strategies for building loyalty programs and how to utilize these systems in a retail setting are highlighted.
• Benefits of loyalty programs (e.g., discounts, points) are outlined as well as their effective use in promoting store sales and customer retention.
• How to implement a loyalty program and how it works are explored (e.g., using POS systems to enroll customers in the program and generating customer loyalty cards.)

Cash Drawer Audits and Reporting

• The process of auditing cash drawers to account for all incoming and outgoing cash is explained.
• Steps to take in closing cash drawers, counting cash on hand, and verifying that the number of receipts and bills are correctly accounted for by reporting to supervisors are described.

Use of Electronic Payment Methods

• The exploration of different electronic payment methods is discussed.
• The benefits of utilizing electronic payment processors and POS devices, like credit/debit cards, online payments, etc. are outlined from a business perspective.

POS Tickets and Receipts

• How to create, print, or send a purchase receipt using the POS system is described.
• The structure of a POS receipt (including products, prices, taxes, and totals) is examined.

Refunds and Returns

• Explanations are provided to handle both cash and electronic transactions.
• The process of handling returns and refunds with loyalty points programs is detailed.

Handling Customer Payments

• This covers how to handle cash transactions efficiently and safely.
• Focus on cash handling safety and security, like checking for counterfeit bills, and how to count money accurately.

Staff Roles and Responsibilities

• The roles and responsibilities of the staff working at the cash register in relation to handling money transactions are clearly defined.
• Key responsibilities, including monitoring cash flow, are emphasized as well as ways to resolve conflicts regarding cash handling procedures.

Methods of Compensation

• Salary details for workers at POS or cash register registers.
• The details of different methods of compensation and payment for personnel who handle cash are examined

Procedures for Cash Drawer Audits

• Steps involved in conducting cash drawer audits properly are examined.
• The procedures for verifying and auditing the cash drawer are covered including comparing actual cash amounts to the recorded amounts to check for discrepancies.

Employing Loyalty Programs

• Strategies, benefits, and use cases for POS or loyalty cards in various businesses are elaborated.
• Procedures and examples of loyalty programs in a business setting (e.g., offering discounts or rewards points for repeat customers) are provided.

Knowledge of Products Sold

• The importance of having a thorough understanding of the products being sold, including their features, usage, and any special considerations.
• Benefits of having knowledgeable staff on handling sales, product returns, and solving any customer questions about their purchase.

Organization of the Workday

• This covers topics like working hours (e.g.: shifts, breaks, overlapping shifts, etc.)
• How different businesses implement scheduling and planning for the cash register staff.

Staff in Charge of the Cash Register

• The duties and responsibilities of people in charge of the cash register.
• Ways to ensure quality customer service standards are met.

Basic Oral Expression Techniques

• Techniques of effective verbal communication skills utilized in dealing with customers at a cash register.
• Includes conversational examples and practical exercises, highlighting the importance of clear and polite communication.