Commercial Services. Australia Post Retail Essentials elearning Script Module: Financial and. Topic: Travel Money

Transcription

1 Australia Post Retail Essentials elearning Script Module: Financial and Commercial Services Topic: Travel Money Script Updated: 29/4/11 Revised by: Erika Ford

2 TITLE SCREEN #1 Financial Services Travel Money Welcome to Financial Services - Travel Money. Customers travelling outside of Australia may require foreign currency in order to pay for goods or services while they are away from home. This module outlines the foreign currency services available at your outlet we call these services Travel Money. MAIN MENU SCREEN #2 "This is the Main Menu, please work through the topics in the order that they are presented if you are doing this lesson for the first time. Alternatively, if you are revisiting this lesson, you may go directly to the topics of interest. " Learning Objectives... 3 Navigation... 3 Introduction... 4 Foreign Money Travellers Cheques Cash Passport AMEX GlobalTravel card... 22

3 Learning Objectives By the end of the Financial and Commercial Services training module, you will be able to: complete a money order for various amounts describe the range of financial services quickly locate the conditions associated with each financial service ask appropriate questions of customers to determine whether one or more of the financial services meets their needs and describe suitable services using the features and benefits approach. The Financial and Commercial Services training module has six learning topics: Money Orders Postbillpay Bank@Post Money Transfer Travel Money Reloadable Pre Paid Visa Card. NAVIGATION SCREEN #4 SUBTITLE Navigation GRAPHIC #2 The Navigation buttons and information icon are displayed You only need to use three buttons to work through this module. Click the Next button to move forward, click on the Back button to move backwards, and click the Menu button to move to the previous Menu. Move the cursor over the information icon to learn more about the displayed topic. Your progress will be shown in a Progress bar in the left bottom section of the screen. Press the Next button now to start. You only need to use three buttons to work through this module: Click the Next button to move forward and Click on the Back button to move backwards Click the Menu button to move to the previous Menu. For more information about a displayed topic move the cursor over the information icon. Your progress will be shown in a Progress bar in the left bottom section of the screen. Press the Next button now to start.

4 INTRODUCTION SCREEN #5 SUBTITLE: Our range of travel money services GRAPHIC #3 Person in overseas location "Australians travel overseas frequently. Many of our customers travel overseas for recreation or business purposes. Travelling can be fun however it can also be risky. For example, it can be dangerous to carry cash when travelling overseas and if the cash is lost or stolen it s usually gone forever. Travellers may have a variety of currency needs foreign money for use when they arrive at their destination. (for simple things like a cup of coffee or a trolley for their luggage). traveller s cheques for budgeted costs or larger purchases (like accommodation or shopping) or a cash passport or GlobalTravel card (to provide ongoing access to foreign money without carrying large amounts at any one time). We have services to meet these customer needs your job will be to identify the customer s needs, match these needs with the appropriate services, describe the services to the customer in a benefit oriented manner and to efficiently process the transactions related to these services. Arranging access to foreign currency either as cash, traveller s cheques or through a cash passport or GlobalTravel card before leaving home takes the guess work out of foreign exchange rates and helps customers to work within a fixed budget. Exchange rates are provided online through the Australia Post counter sales system or via the Australia Post website so customers will have certainty about how much spending money they have available at any time in their travels. The Travelex Cash Passport and the American Express GlobalTravel Card can both be used to make purchases overseas as well as withdraw cash through ATMs. Many customers go overseas for recreation or business purposes. If cash is lost or stolen - it s usually gone forever. Travellers may have a variety of currency needs: foreign money for use when they arrive at their destination traveller s cheques for budgeted costs or larger purchases a cash passport or GlobalTravel card to provide ongoing access to foreign money.

5 You will need to identify the customer s needs and match these needs with the appropriate services. Arranging access to foreign currency before leaving home takes the guess work out of foreign exchange rates and helps customers to work within a fixed budget. Exchange rates are provided online through the Australia Post counter sales system and also via the Australia Post website so customers will have certainty about how much spending money they have available at any time during their travels. SCREEN #6 SUBTITLE: Our range of travel money services GRAPHIC #4 Sample of each travel money service (i.e. foreign money, travellers cheques, Cash Passport) Foreign currency Customers can order foreign currency at participating postal outlets. Australia Post acts as an agent for the American Express Foreign Currency Service which offers a specific variety of currencies that can be selected to suit the traveller s destination. Travellers cheques Australia Post processes orders for travellers cheques on behalf of American Express (commonly referred to as AMEX). Travellers cheques are one of the safest forms of travel money - if lost or stolen they can be readily replaced virtually anywhere in the word, usually within 24 hours. They can be used in millions of shops, hotels and restaurants worldwide to pay for goods and services. Alternatively, customers can cash their cheques at selected banks, foreign exchange bureaux, travel agents and AMEX Travel Service offices worldwide. Foreign currency Customers can order foreign money using the American Express Foreign Currency Service, available at participating postal outlets. Travellers cheques Australia Post processes orders for travellers cheques on behalf of American Express (commonly referred to as AMEX). Travellers cheques are one of the safest forms of travel money: lost or stolen cheques can be readily replaced, usually within 24 hours

6 can be used in millions of shops, hotels and restaurants worldwide to pay for goods and services can be cashed at selected banks, foreign exchange bureaux, travel agents and AMEX Travel Service offices worldwide. SCREEN # 1 06B SUBTITLE: Our range of travel money services GRAPHIC # Cash passport Australia Post accepts applications for Travelex Cash Passports to provide an additional travel money option to our customers. A Cash Passport is a prepaid travel money card that provides a safe and easy way for people to access foreign money overseas. Customers purchase the card in a specific foreign currency for a pre-determined amount. The card acts like a debit card it is PIN protected and can be used to withdraw cash at over one million Visa ATM s around the world. The cash passport will be activitated within 2 hours of purchase. GlobalTravel Card This is a pre paid card that provides travellers with a convenient, secure way to manage their money while travelling. This card can be used in conjunction with traveller s cheques and foreign currency. GlobalTravel Cards can be used anywhere outside Australia where American Express cards are accepted. Customers can activate their card by calling American Express or via their website. Cash passport Australia Post accepts applications for Travelex Cash Passports. A Cash Passport is a prepaid travel money card that: provides a safe and easy way for people to access foreign money overseas can be purchased in a specific foreign currency for a pre-determined amount acts like a debit card it is PIN protected can be used to withdraw cash at over one million Visa ATMs worldwide will be activated within 2 hours of purchase. GlobalTravel Card The travel card is a prepaid, reloadable card that provides customers with a secure way to manage their foreign currency while travelling.

7 SCREEN #7 SUBTITLE Identifying the needs of customers who travel GRAPHIC #5 Different customers with different needs. All may travel overseas Unless customers travel regularly, organising travel money can be time consuming and confusing. Be alert for clues that customers may be planning an overseas trip. Obvious signs are when they come in to arrange or collect a Passport. Or perhaps they frequently send or receive mail from overseas. Other times they are purchasing an Australiana gift or perhaps they are a backpacker. When you notice signs that customers may be interested in travel money, mention the service to them using, for example, a simple question, such as Do you travel overseas at all? If the customer indicates that they do travel overseas, you could mention the service using a one liner such as Did you know that you can arrange your travel money here?" Unless customers travel regularly, organising travel money can be time consuming and confusing. Be alert for customer clues such as: passport applications sending or receiving International mail Poste Restante users (often backpackers use this service). Ask questions: Do you travel overseas at all? Mention the travel money services: Did you know that you can arrange your travel money here?" SCREEN #8 SUBTITLE Meeting the needs of customers who travel GRAPHIC #6 Counter Operator with customer On other occasions, customers may ask you directly about the service after they have seen one of the point-of-sale brochures. However customers are frequently busy and may not notice the brochures so it s better that you take the initiative to mention the service.

8 Mention some of the features and benefits of ordering travel money from Australia Post during your brief conversation with the customer and relate these benefits to any particular needs that the customer has mentioned. Click on each of the displayed features to learn more, then click Next to continue. Customers may ask about travel money. However it s better that you take the initiative and mention the service. Mention features and benefits of buying travel money then translate these into benefits for the customer. Click on each of the displayed features, then click Next to continue. FEEDBACK Local convenience and saving time Preparing for an overseas trip can be a complex task. Australia Post enables customers to purchase travellers money locally while doing other business at Australia Post such as paying bills and organising for their mail to be held - so using Australia Post s services saves customers valuable time. Local convenience and saving time Travel money can be purchased locally while doing other business. This saves customers time. Efficient Cash Passport cards are issued to the customer at the time of purchase and can be used as soon as they are activated by Travelex, usually within two hours of purchase. Orders for AMEX travellers cheques or foreign currency placed at Australia Post Outlets, before 12 noon Eastern Standard Time, are ready for the customer to collect at your outlet after 4 pm the next day in most cases. So customers have the re-assurance that their travellers cheques will be reliably provided in time for their trip. Efficient Cash passports can be used as soon as they are activated. Orders for travellers cheques or foreign currency can be available for collection at the postal outlet as soon as 4pm the next business day (if ordered before 12 noon). So, customers are re-assured that their travel money will be ready to take with them.

9 Maximum convenience and security Travel experts suggest that carrying travellers cheques or a cash passport and some cash is the best mix for overseas travel as it combines maximum convenience and security. Maximum convenience and security Travel experts suggest that carrying travellers cheques or a cash passport and some cash is the best mix for overseas travel as it combines maximum convenience and security. Peace of mind If travellers cheques or a cash passport are lost or stolen they can be readily replaced virtually anywhere in the world. Customers using either of these services also receive the added benefit of emergency assistance from their currency provider not just for financial emergencies (such as a missing/stolen cheque or card) but for other emergencies (such as medical or legal emergencies). Details are provided with the particular item purchased. Peace of mind If travellers cheques or a cash passport are lost or stolen they can be readily replaced virtually anywhere in the world. Customers receive the added benefit of emergency assistance from their currency provider - details are provided with the particular item purchased. Economical American Express travellers cheques are cashed commission free at American Express outlets around the world and at Australia Post outlets. Economical Travellers cheques can be cashed commission-free at American Express outlets and Australia Post outlets.

10 SCREEN #9 SUBTITLE Meeting the needs of customers who travel GRAPHIC #7 Counter Operator with customer It s possible that customers using travel money services may have other needs that can be met by Australia Post. For example, they may need a Passport or some Australian gifts to give overseas hosts. They may also need us to hold or redirect their mail while they are overseas. Mention these services and products while you are performing the transaction for the customer. This can be done with a simple one-liner. For example, Do you already have your passport? Do you need a mail (hold, or redirection) while you are travelling? Have you seen our range of Australiana gifts? Do you know that you can get overseas phone cards from Australia Post? Customers travelling overseas have other needs that we can meet. Mention services and products while you are performing the travel money transaction. Do you already have your passport? Do you need a mail holing or redirection service while you are travelling? Have you seen our range of Australiana gifts? Do you know that you can get overseas phone cards from Australia Post? QUESTION #1 SUBTITLE Self-assessment GRAPHIC #8 Hand making delivery of an American Express package to a customer What are the benefits to customers of purchasing travel money from Australia Post? Please select the correct answer(s), then click Next to continue.

11 What are the benefits to customers of purchasing travel money from Australia Post? Please select the correct answer(s), then click Next to continue. A. Convenience - local shop B. Peace of mind - purchasing from a trusted, reliable source C. Saves time - fast delivery of travellers cheques and foreign currency or fast activation of Cash Passport or GlobalTravel cards D. Efficient - customers can do other business at the same time CORRECT ANSWER = ABCD FEEDBACK IF LEARNER IS CORRECT Correct. FEEDBACK IF LEARNER IS INCORRECT ON 1st ATTEMPT Incorrect. Please try again. FEEDBACK IF LEARNER IS INCORRECT ON 2nd ATTEMPT Not quite. All of these are benefits of the service. It s important to mention those most relevant to the customer s needs. FOREIGN MONEY SCREEN #S2_10 SUBTITLE Introduction GRAPHIC #9 Images of cheques and foreign currency. Sample netpos TMO screen Customers can order foreign currency at participating Australia Post outlets. We act as agents of American Express in providing this service to customers. Foreign currency can be bought in most common currencies including United States Dollars, Great Britain Pounds and the European Euros. Currency orders must be for a value between 200 and 1500 Australian dollars. You can use the netpos Travel Money Online system to: calculate the exchange rate that will apply to the transaction place an order for foreign currency.

12 Australia Post provides an agency service for American Express Foreign Currency at participating postal outlets. Foreign money can be bought in most common currencies including: United States Dollars (USD) Great Britain Pounds (GBP) European Euros (EUR). Foreign currency orders must be between AU$200 - $1500 in value. Use the netpos Travel Money Online (TMO) system to: calculate the exchange rate that will apply to the transaction place an order for foreign currency. What are AU$ and AUD? Each country has its own currency. In Australia we use Australian Dollars. In situations where we are describing money from other countries as well as Australia we use shorthand to describe each currency. So to describe Australian Dollars we use AU$ or AUD. Other examples are: American Dollars are US$ or USD European Euros are EU or EUR Pounds Sterling are GB or GBP. SCREEN #S2_11 SUBTITLE Placing an order GRAPHIC #10 Images of order forms (crossed through); $0 commission; name and address details in TMO; cash (ticked), card scanner (with ticks next to cash & cheque, cross next to credit), cheques (crossed); proof of identification. Ordering foreign currency at our outlets is a simple process for the customer. There are no order forms and we do not charge the customer commission for these transactions. Customers placing an order for American Express Foreign Currency will need to supply their name and address details along with their payment. Payment can be made by cash and/or EFTPOS (Cheque and Savings Accounts only). You will need to notify the customer of when to collect their currency (the details will be displayed in netpos when you place the order) remind them that they will require proof of identification when collecting their order.

13 Ordering foreign currency at our outlets is a simple process for the customer. There are no order forms. American Express Foreign Currency orders are $0 commission transactions. Customers will need to supply their name and address details. Payment can be made by: Cash EFTPOS Debit Card (Cheque and Savings Accounts only). Notify the customer of when to collect their order (the details will be displayed in netpos when you place the order) they will require proof of identification when collecting their order. QUESTION #2 SUBTITLE Self-assessment GRAPHIC #11 / Are customers charged a commission fee for placing an order for American Express Foreign Currency at Australia Post? Please select the correct answer. Yes No CORRECT ANSWER = No FEEDBACK IF LEARNER IS CORRECT Correct. FEEDBACK IF LEARNER IS INCORRECT Incorrect. Customers are charged $0 commission for American Express foreign currency ordered at a postal outlet.

14 TRAVELLERS CHEQUES SCREEN #S3_12 SUBTITLE Introduction GRAPHIC #12 Image of AMEX Travellers Cheques; example of TMO system Customers can both order and cash American Express travellers cheques at participating postal outlets. The cheques can be ordered in a variety of foreign currencies to suit most travel destinations. An order minimum and maximum value applies (between 200 and 6000 Australian Dollars). You can use the netpos Travel Money Online system to: check the types of currencies available as travellers cheques calculate the exchange rate that will apply to purchase transactions place an order for travellers cheques enquire about the status of an existing order calculate the exchange rate that will apply to travellers cheques being cashed at your outlet process transactions to cash American Express travellers cheques. Customers can cash up to 1000 Australian Dollars worth of travellers cheques per day provided the funds are available at the outlet. No commission is charged for the purchase of travellers cheques a commission fee is payable for travellers cheques being cashed at your outlet. Customers can order or cash American Express (AMEX) Travellers Cheques at participating postal outlets. AMEX Travellers Cheques are available in a variety of foreign currencies and the order value must be between AUD$200 AUD$6000. You can use the netpos Travel Money Online (TMO) system to: check the types of currencies available calculate the exchange rate for purchase transactions place an order for travellers cheques enquire about the status of an existing order calculate the exchange rate that will apply to travellers cheques being cashed at your outlet process transactions to cash AMEX Travellers Cheques.

15 Customers can cash up AU$1000 worth of travellers cheques per day provided the funds are available at the outlet. No commission is charged for the purchase of travellers cheques a commission fee is payable for travellers cheques being cashed at your outlet. SCREEN #S3_02 SUBTITLE Placing an order GRAPHIC #13 Examples of netpos TMO screens (not intended as a simulation) To place an order for American Express Travellers Cheques customers will need to: provide you with their name and address details (there is no order form for this service) pay for the order by cash and/or EFTPOS Debit Card (Cheque and Savings Accounts only) orders cannot be paid for by cheque or credit card. American Express Travellers Cheques orders are $0 commission transactions. The TMO system will identify when the travellers cheques will be ready for collection notify the customer of the time and advise them that they will need to provide their order confirmation (printed on their receipts) and proof of identity when collecting their order. To place an order for American Express Travellers Cheques customers need to: provide you with their name and address details pay for the order by cash and/or EFTPOS Debit Card(Cheque and Savings Accounts only) orders cannot be paid for by cheque or credit card. American Express Travellers Cheques orders are $0 commission transactions. Notify the customer of the time for collection of their order and advise them that they will need to provide their order confirmation and proof of identity when collecting their order.

16 SCREEN #S3_03 SUBTITLE Cashing travellers cheques GRAPHIC #14 Travellers cheques and proof of identification To cash American Express Travellers Cheques: the customer presents their travellers cheques (up to 10 cheques may be presented for a single transaction) ask the customer to countersign each cheque in your presence verify the customer s signatures on the cheques (if you are uncertain about the signature ask for additional proof of identity such as a passport) process the transaction in netpos the exchange rate and commission amount will be automatically calculated by the system pay the customer. Unused AMEX Travellers Cheques purchased at a postal outlet can be cashed fee-free on presentation of the original Customer Order Confirmation Receipt. To cash American Express Travellers Cheques: the customer presents their travellers cheques (up to 10 cheques may be presented for a single transaction) ask the customer to countersign each cheque in your presence verify the customer s signatures on the cheques (if you are uncertain about the signature ask for additional proof of identity such as a passport) process the transaction in netpos the exchange rate and commission amount will be automatically calculated by the system pay the customer. Unused AMEX Travellers Cheques purchased at a postal outlet can be cashed fee-free on presentation of the original Customer Order Confirmation Receipt. POP UP S3_03_01 What is countersigning? American Express Travellers Cheques have the security feature of signature confirmation. Cheques are signed by the purchaser (when they are received). Each cheque has an additional signature space for the customer to sign when they are using the cheque. This process is called countersigning.

17 QUESTION #Q3_01 SUBTITLE Self-assessment GRAPHIC #15 AMEX Travellers Cheques / What are two methods of payment can a customer use to pay for their American Express Travellers Cheques? Please select the correct answers, then click Next to continue. A. Cash B. EFTPOS Debit Card C. Cheque D. Credit Card CORRECT ANSWER = A B FEEDBACK IF LEARNER IS CORRECT Correct. FEEDBACK IF LEARNER IS INCORRECT ON 1st ATTEMPT Incorrect. Please try again. FEEDBACK IF LEARNER IS INCORRECT ON 2nd ATTEMPT Incorrect. Cash and EFTPOS Debit Cards are the only payment methods we can accept for the purchase of AMEX Travellers Cheques. QUESTION #Q3_02 SUBTITLE Self-assessment GRAPHIC #16 Customer at counter / A customer would like to order some AMEX Travellers Cheques. You are not sure what limits apply to the value of travellers cheques. Where would you locate this information? Please select the correct answer. A. AMEX Travellers Cheques Terms & Conditions brochure B. netpos Help screens C. your supervisor D. contact the American Express helpdesk

18 CORRECT ANSWER = B FEEDBACK IF LEARNER IS CORRECT Correct. FEEDBACK IF LEARNER IS INCORRECT ON 1st ATTEMPT Incorrect. Please try again. FEEDBACK IF LEARNER IS INCORRECT ON 2nd ATTEMPT Incorrect. The correct answer is b. Your netpos help screens provide this information. CASH PASSPORT SCREEN #S4_01 SUBTITLE Introduction GRAPHIC #17 Image of cash passport (as per Retail Information Guide); Cash Passport information brochure Customers can purchase or reload Travelex Cash Passports at participating postal outlets. Each cash passport is issued in a specific currency either US Dollars, GBPounds Sterling, Euros, New Zealand Dollars or Australian Dollars and minimum and maximum purchase/reload amounts apply. You can use the cash passport information brochure or training manual to check the limits that apply to each currency. Zero commission applies when purchasing or reloading a Travelex Cash Passport in a foreign currency. However, a fee applies for an Australian Dollar card. Usage fees apply to all cash passport accounts. These fees are outlined for the customer in the Cash Passport information brochure. Customers are automatically issued with two cards linked to the same Cash Passport account. Either card can be used to operate the account if one card is lost or stolen the second card can continue to be used while a replacement card is arranged. Customers can purchase or reload Travelex Cash Passports at participating postal outlets. Each cash passport is issued in a specific currency (USD, GBP, EUR, NZD or AUD).

19 Minimum and maximum limits apply to both the purchase and reloading of cash passports use the cash passport information brochure or training manual to check the limits that apply to each currency. Travelex Cash Passport are issued fee-free (if in a foreign currency). Usage fees apply to all cash passport accounts - these fees are outlined in the Cash Passport information brochure or training manual. Customers are automatically issued with two cards linked to the same cash passport account. Either card can operate the account if one card is lost or stolen the second card can continue to be used while a replacement card is arranged. What is a Travelex Cash Passport reload? Customers who already have a Travelex Cash Passport can deposit additional funds to their account this is called a reload. SCREEN #S4_02 SUBTITLE Processing an application GRAPHIC #18 Sample application form; proof of identification (totalling 100 points); Cash Passport ATM Card Terms and Conditions brochure: EPOS receipt; Travelex Cash Passport envelopes inside Card Wallet. To apply for a Travelex Cash Passport, customers complete an application form and present this form along with proof of identification and payment. (Application forms are enclosed in the Cash Passport ATM Card Terms and Conditions brochure.) Process the customer s application, carefully following the prompts on the netpos screens and completing all required information. Cash Passports must be paid for with either cash or an EFTPOS debit card (cheques and credit cards cannot be used). Once you have finalised the payment transaction in EPOS provide the receipt to the customer together with the Travelex Cash Passport envelopes. The cards will be activated by Travelex usually within 2 hours of purchase. They can then be used at any Visa ATM worldwide. To apply for a Travelex Cash Passport, customers complete an application form and present this form along with proof of identification and payment.

20 Process the customer s application, carefully following the prompts on the netpos screens and completing all required information. Cash passports must be paid for with either cash or an EFTPOS debit card (cheques and credit cards cannot be used). Finalise the payment transaction in EPOS, then provide the receipt to the customer together with the Travelex Cash Passport envelopes. The cards will be activated by Travelex usually within 2 hours of purchase. They can then be used at any Visa ATM worldwide. SCREEN #17 SUBTITLE Reloads and deactivation GRAPHIC #19 Cash Passport Application Form completed details including checkbox for reload is ticked; Cash Passport Deactivation Authorisation completed details including nominated bank account Customers can reload an existing Travelex Cash Passport at your outlet by: completing and presenting an application form (the same form as is used for a new Cash Passport) they should tick Reload of an existing card presenting one or two of the Cash Passport cards numbers and paying for the transaction by cash or EFTPOS Debit Card. Follow the prompts on your counter terminal to process the transaction in netpos and EPOS. If a customer no longer requires their Travelex Cash Passport then they can arrange to have the card deactivated. To deactivate a card the customer should present a completed authorisation form. Process the details through the netpos system, retain the authorisation form and return the card to the customer if they present one. Australia Post does not issue any refunds on deactivated Cash Passport cards. Travelex will finalise the account deactivation and transfer any remaining funds to the customer s nominated bank account. Reload a Travelex Cash Passport Customers can reload an existing Travelex Cash Passport at your outlet by: completing and presenting an application form they should tick Reload of an existing card presenting one or two of the cash passport numbers paying for the transaction by cash or EFTPOS Debit Card.

21 Follow the prompts on your counter terminal to process the transaction in netpos and EPOS. Deactivate a Travelex Cash Passport If a customer no longer requires their Travelex Cash Passport then they can arrange to have the card deactivated. To deactivate a card the customer must present a completed authorisation form (Cash Passport Deactivation Authorisation available at your outlet). Presentation of the Travelex Cash Passport card is optional. Australia Post does not issue any refunds on deactivated cash passport cards. Travelex will finalise the account deactivation and transfer any remaining funds to the customer s nominated bank account. QUESTION #Q4_01 SUBTITLE Self-assessment GRAPHIC #20 Counter Operator / What are the only accepted payment methods for Travelex Cash Passports? Please select the correct answer(s), then click Next to continue. A. Cash B. EFTPOS Debit Card C. Cheque D. Credit Card CORRECT ANSWER = A B FEEDBACK IF LEARNER IS CORRECT Correct. FEEDBACK IF LEARNER IS INCORRECT ON 1st ATTEMPT Incorrect. Please try again. FEEDBACK IF LEARNER IS INCORRECT ON 2nd ATTEMPT Incorrect. Cash and EFTPOS Debit Cards are the only payment methods we accept for the purchase of Travelex Cash Passports.

22 QUESTION #Q4_02 SUBTITLE Self-assessment GRAPHIC #21 / A local supermarket owner has asked to reload his Travelex Cash Passport. He would like to use a business cheque to pay for the transaction (this is the way he usually pays for transactions at your outlet). Can we accept this payment method? Please select the correct answer. Yes No CORRECT ANSWER = no FEEDBACK IF LEARNER IS CORRECT Correct. FEEDBACK IF LEARNER IS INCORRECT Incorrect. Cash and EFTPOS Debit Cards are the only payment methods we can accept for the purchase or reload of Travelex Cash Passports. AMEX GLOBALTRAVEL CARD SCREEN # S5_01 SUBTITLE Global Travel Card Introduction GRAPHIC # VOICE OVER GlobalTravel Cards can be purchased at selected Australia Post outlets nationally. The GlobalTravel card is available in three currencies, US Dollars, GBPounds Sterling or Euros. There is no commission associated with travel cards when they are purchased from Australia Post and the exchange rate is locked when funds are loaded or reloaded. Funds on the card will never expire and there are no inactivity fees. The travel card give customers access to the exclusive American Express Global Assist services. These services include General/Travel Assistance, Medical Assistance (for information only, not medical advice) and Emergency Financial Assistance such as ATM directories, foreign exchange rates etcetera. Card balances can be checked online or over the phone 24 hours a day 7 days a week. The GlobalTravel Card is issued in specific currency USD, GBP or EUR.

23 There is no commission charged when travel cards are purchased from Australia Post. Funds on the card will never expire and there are no inactivity fees. The travel card give customers access to American Express Global Assist services including: - General/Travel Assistance - Medical Assistance (for information only, not medical advice) - Emergency Financial Assistance e.g. ATM directories, foreign exchange rates. Balances can be checked online or over the phone 24 hours a day 7 days a week. SCREEN # S5_02 SUBTITLE Processing a transaction GRAPHIC # Graphic as per #18 or similar Processing a transaction VOICE OVER To purchase a travel card, customers need to be over 18 years of age and provide one primary identification document such as a current passport or current Australian Drivers Licence. A secondary identification document, such as a full Australia birth certificate (not an extract), Medicare card, proof of age card or telephone account, must also be provided. Payment can be made in cash or EFTPOS (cheque or savings account only) and the card can be activated on the next business day after purchase, by calling American Express. To purchase a travel card: Customers need to be over 18 years of age to purchase a GlobalTravel card. One primary and one secondary form of identification is required. Payment can be made by cash or EFTPOS (cheque or savings account only). The card can be activated at midday on the next business day after purchase by contacting American Express.

24 SCREEN # S5_03 SUBTITLE Topping up the card GRAPHIC # VOICE OVER A GlobalTravel card can be reloaded at any participating Australia Post outlet by presenting the card and an Australian drivers licence. If the customer does not have a drivers licence, a primary and secondary identification documents will be required. If reloads are performed in person at an Australia Post outlet, funds will be available on the card after 12pm on the next business day. Reloads can be paid for by cash or EFTPOS (cheque or savings accounts only) Cards can be loaded anywhere, anytime via BPAY. Minimum and maximum limits apply to both the purchase and reloading of GlobalTravel cards. These limits can be found on the Australia Post website. The conditions for Global Travel Cards are as follows: GlobalTravel cards can be reloaded at any participating Australia Post outlet. Identification is required. If performed in person at Australia Post, funds will be available after 12 pm on the next business day. Payment can be made by cash or debit card only. Cards can be reloaded online via BPAY. Minimum and maximum limits apply.