Operate Retail Technology Information and Competencies. Module - SIRXICT001A. Overview 2 Maintain Retail Equipment 2

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1 Operate Retail Technology Information and Competencies Module - SIRXICT001A In order to achieve competency in this module you must complete the following activities Contents Page Number Overview 2 Maintain Retail Equipment 2 Activities 1-3 Functions of Retail Equipment Activities Activities 1-2 Handling Breakdowns Activity 1 6 Activity 1-2 True or False Identifying Keyboard Layout 7 Activity 1 Operate Data Equipment Activities Activities 1-2 Equipment Functions and Usage 10 Activity 1 Key Terms and Concepts 12 Complete the table 1

2 Operate Retail Equipment Overview This unit involves the operation of a variety of retail equipment. It encompasses the identification of the correct equipment required for a given task, maintenance required and operating competencies Critical aspects of assessment Evidence of the following knowledge and skills is considered essential to demonstrate competency in this unit. Operating a range of store retail equipment according to store policy and procedures and industry codes of practice. Operating and maintaining a range of store retail equipment according to manufacturers' instructions and design specifications Applying store maintenance program and reporting of faults/problems. Consistently applying safe work practices, in the operation and maintenance of store retail equipment, according to occupational health and safety legislation/ regulations/codes of practice. Reading and interpreting operation manuals to solve routine faults/errors and to maintain and use the equipment effectively. Using keyboard skills to enter and edit data accurately. Completing tasks in set time frame. Maintain Retail Equipment The retail industry is a highly competitive industry. To maintain this competitiveness the industry has always been at the forefront of new technologies. Retail equipment has become so sophisticated that one piece of equipment has not only replaced several older pieces but it has also reduced the number of staff needed to run the store. Today, computer based systems are so multi functional that many tasks have become automated. Self Checkouts or checkouts totally operated by the customer are now being assessed in Australia and if successful will also reduce the need for many Point of Sale operators. These systems operate in European countries and operate in many Australian Libraries and Capitol city Airports Maintain Retail Equipment Activity 1 Why is it important to be at the forefront of new technologies? Activity 2 List three places were Self Checkouts are already operating? Activity 3 List 2 advantages and 2 disadvantages that the new technology brings the retail industry 2

3 Functions of Retail Equipment The main functions that need to be carried out by retail equipment in workplaces are: Point of sale transactions ticketing stock control pricing ordering product identification markups/ markdowns security information records interstore/warehouse communications Equipment Point of Sale Terminal, (POS) Functions The point of sale terminal is where the cash or payment is collected from the customer. As you can see in the photo the POS terminal comprises of a number of pieces of equipment. Scanners and Barcodes Docket Printers Scanners are an electronic system that recognizes and reads the product barcodes. A barcode is a series of lines that vary in thickness and spaces that contain information about that particular product. This can be made by the business or comes from the supplier already coded. Printers produce written copies of the sale. This written copy can be given to the customer and forms the receipt or proof of purchase for the customer. Portable Data Units (PDF) PDF's (Portable Data Units) They enable you to undertake stocktakes without the labour intensive counting and to compile stock orders easily by scanning the item directly off the shelf. Electronic Shelf Labeling System Prices of products are printed electronically. Pricing Guns Self Checkout Pricing guns can be manual or electronic and are used to price goods. Most stores work with bar codes for price identification but some small retailers still use the above manual style of pricing gun. Allows the customer to serve themselves creating quicker service and reducing queues. Digital Camera Shops and some supermarkets are already using this technology. Electronic Article Surveillance (EAS) systems Electronic Article Surveillance (EAS) systems are designed to help retailers boost their sales and protect their profits by increasing open merchandising opportunities while reducing shoplifting and internal theft. 3

4 Activity 1 - Name the piece of equipment Description Electronic system that recognizes and reads the product barcodes. Printers produce written copies of the sale Equipment Name Most retail outlets are now automated with instant transactions taking place between the bank and the business. Aseries of lines that vary in thickness and spaces that contain information about that particular product. This can be made by the business or comes from the supplier already coded. Customers scan their own items bag and pay for them all at the one place Prices of products are printed electronically. Designed to help retailers boost their sales and protect their profits by increasing open merchandising opportunities while reducing shoplifting and internal theft. Activity 2 Equipment used at retail stores checklist In the spaces below, answer the following points: 1. What special equipment is used in the store? 2. What function does the equipment perform why is it important in the store 3. How is the equipment actually used does it have special instructions that need to be followed? Store 1: Fruit and Vegetable Store Store 2: Cosmetics Store 4

5 Activity 3 - List 6 main functions that need to be carried out by retail equipment in workplaces? Activity 4 - List 3 pieces of retail equipment that perform multiple tasks and the functions performed Retail Equipment with multiple uses Functions Performed Operating Retail Equipment There are many different models of equipment and each model will have its own particular features so it is difficult to be competent on every piece of equipment available. When you begin training on new equipment you should become familiar with the procedures of each piece. A procedure is a particular course of action that you need to become aware of. For each piece of new equipment you need to know; The functions of the equipment and how to go about completing them. Any Occupational Health and Safety issues eg Does the equipment give off fumes such that a mask is required or to operate the equipment safely you may need to wear eye protection. The quickest and the most efficient way to use the equipment If you are unsure, you need to ensure that you ask your supervisor or consult the manufacturers manual. Activity 1 - What is a procedure? Activity 2 - List the three things that you need to know for each new piece of equipment Activity 3 - True or False Statement There are many different models of equipment and each model will have its own particular features. It can be difficult to be competent on every piece of equipment available. True or False When you begin training on new equipment you are not required to become familiar with the procedures of each piece 5

6 Handling Breakdowns Reasons for equipment failure One of the main reasons it is so important to operate retail equipment efficiently and effectively is to avoid equipment breakdowns and failures. Equipment may fail for many reasons but broadly speaking these reasons can be broken into 4 groups. 1) Overuse retail outlets, because of the high costs involved with purchasing equipment, may rely on their equipment too heavily and the demands on the unit become too great. 2) Incorrect operating procedures due to inadequate training or bad work habits can contribute to the short operating life of equipment 3) Lack of maintenance Again the costs involved sometimes contribute to this factor. However simple routine housekeeping may be all that is required to keep the equipment in working order. Awareness of any routine maintenance will help to avoid major problems. 4) Equipment faults Effects of equipment failure When equipment fails or breaks down it not only impacts on the operator eg the task may take longer but it also affects customers and the workplace generally eg. it may cause the loss of services and create time delays. General procedures for handling breakdowns Equipment today is so sophisticated it is often necessary to call in professional help to avoid further complications. In the case of all breakdowns the following general procedures apply: 1. Understand and be aware of what problems may occur with the specific piece of equipment you are using. As you are using the equipment pay attention to what is happening. 2. Fix it This should only be attempted if you are authorized to do so or it is a simple malfunction. If you are unsure of what to do ALWAYS consult the appropriate person or follow the manual supplied by the manufacturer. 3. Report it If you are unable to solve the problem you need to report it the appropriate member of staff. Handling Breakdowns - Questions Go to fset.htm Scroll down to the bottom of the page and click on the photocopier Answer the following Activities in regards to Simons Story Activity 1 The faulty photocopier scenario checklist a) What should Simon have done to avoid getting in trouble from his store manager? b) Why was Louise angry with Simon? c) Did Alison follow the correct procedure for dealing with the faulty photocopy machine? YES/NO Give reason for you answer. 6

7 Activity 2 - What are the four main reasons why equipment breaks down? Activity 3 - Place the following consequences under the correct headings, Effects on a business or Effects on the customer when retail equipment fails. Customers may become annoyed with staff or business Loss of sales They may not return to the business in the future. Loss of profit Stressed staff may make further mistakes Cost of repairs Customers may leave the store without making a purchase Bad image for the business Stress on the staff They may become frustrated and take this out on staff causing them stress Effects on a business Effects on the customer Activity 3 - True or False Statement You should try and fix any machine that breaks down You should pay attention to what is happening as you are using the equipment. You don t need to report problems you can t solve with faulty equipment You should be aware of what problems may occur with the specific piece of equipment you are using Awareness of any routine maintenance will help to avoid major problems. One of the main reasons it is so important to operate retail equipment efficiently and effectively is to avoid equipment breakdowns and failures. True or False 7

8 Identifying Keyboard Layout Many pieces of retail equipment operate through the use of a keyboard. Eg calculators, POS terminals, computers, PDT units are just a few. It is important that you are familiar with the setup of these keyboards. This knowledge will help you develop the skills needed to be efficient in their use. Not only is this personally beneficial but your employer benefits from an efficient and effective operator. Most keyboards have very similar layouts. They differ only when the equipment has had specific keys programmed to perform special functions. These programmed keys save operators time and allow them to provide the customer with a more efficient service. In general the functions can be broadly grouped as in the exercise below. The keyboard for this exercise is a simplified version of what can be found in smaller retail stores. You will need to read the function of each set of keys and then click on each to see the keyboard face. Activity 1 - Use arrows to show what headings are used to describe the following keys on the register below. The first one is done for you. Sale Presets, Discount presets, Error function keys, Numerical pad, Media keys, Pre-set cash amounts 8

9 Operate Data Equipment Correct pricing of merchandise is essential to the efficient running of a retail business. With the advances in technology this task has become very automated and equipment such as that above is now commonplace in many businesses. These devices are accurate, cost saving and labor saving. The input of data into these devices needs to be carefully monitored as mistakes can be very costly eg. Supermarkets are bound by a Code of Practice and if data has been incorrectly entered then the supermarket will stand to lose money. Activity 1 Investigate what is the customer entitled to if they are charged more than the displayed price? Activity 2 - What is the name of the code developed by the Australian Supermarket Institute? Activity 3 -What impact does incorrectly entered data have on a Supermarket? 9

10 Equipment Functions and Usage Activity 1 For this activity you will need to visit the Book Store, (Building B) and Cafeteria and answer the following Activities in regards to at least 3 pieces of retail equipment that is used in both shops. Book Store Equipment 1 What is the equipment name? What function does the equipment perform - why is it important in the store? How is the equipment actually used - does it have special instructions that need to be followed? Who is authorised to use the equipment, or where it is stored? Book Store Equipment 2 What is the equipment name? What function does the equipment perform - why is it important in the store? How is the equipment actually used - does it have special instructions that need to be followed? Who is authorised to use the equipment, or where it is stored? Book Store Equipment 3 What is the equipment name? What function does the equipment perform - why is it important in the store? How is the equipment actually used - does it have special instructions that need to be followed? Who is authorised to use the equipment, or where it is stored? 10

11 Cafeteria Equipment 1 What is the equipment name? What function does the equipment perform - why is it important in the store? How is the equipment actually used - does it have special instructions that need to be followed? Who is authorised to use the equipment, or where it is stored? Cafeteria Equipment 2 What is the equipment name? What function does the equipment perform - why is it important in the store? How is the equipment actually used - does it have special instructions that need to be followed? Who is authorised to use the equipment, or where it is stored? Cafeteria Equipment 2 What is the equipment name? What function does the equipment perform - why is it important in the store? How is the equipment actually used - does it have special instructions that need to be followed? Who is authorised to use the equipment, or where it is stored? 11

12 Activity 2 Price marking equipment used in retail stores You will need to visit the Tafe Bookshop, or a retail store of your choice to answer the following Activitys. a) How are prices marked on items? (manual written or printed stickers, or by barcode) b) How are prices recorded at the point of sale? (are they scanned or entered into the register) c) What procedure is followed when a price changes? (for example, at sale time) d) What happens when a price comes up as incorrect when entered at the point of sale? Key Terms and Concepts Australian Code of Practice for Computerised Checkout Systems in Supermarkets: A voluntary code developed by the Australian Supermarket Institute in conjunction with the Trade Practices Commission. It states that if the shelf price is lower than the price charged at the point of sale the customer can receive that item for free. If there are multiples of the same item then the customer receives the first item free and the other ones at the lower price. This code is also supported by major retail associations in each State and Territory. Bar code: a series of stripes and spaces that when scanned reveals product information eg price, identifications such as size, model etc. EDI (Electronic data interchange): stock control function. The exchange of data internally or between branches of a business. Discount: an amount reduced on the item being sold. Often expressed as a percentage. EFTPOS (electronic funds transfer at point of sale): the automatic transfer of funds from the customer s savings or credit account to the business at the point of sale. Technology: a broad term used for the equipment that automates retail functions eg POS terminal scanners etc PDF (Portable Data Terminal): a piece of equipment that is multi functional with stock control as its major function. POS (Point of Sale): the place where goods are exchanged for payment POST (Point of Sale Terminal): Equipment that is used to complete a sale. Refund: money returned to the customer because they have paid too much or returned the goods. May also be in the form of a credit note. Scanner: a piece of equipment used to examine and identify information by means of a beam of light or X-ray. Stock Control: the complete monitoring of the movement of stock from ordering to the goods being sold. 12

13 Activity 1 Complete the Table Key Term EFTPOS (electronic funds transfer at point of sale) POS (Point of Sale) Concept The complete monitoring of the movement of stock from ordering to the goods being sold. An amount reduced on the item being sold. Often expressed as a percentage. A voluntary code developed by the Australian Supermarket Institute in conjunction with the Trade Practices Commission. It states that if the shelf price is lower than the price charged at the point of sale the customer can receive that item for free. If there are multiples of the same item then the customer receives the first item free and the other ones at the lower price. This code is also supported by major retail associations in each State and Territory. Scanner EDI (Electronic data interchange) A broad term used for the equipment that automates retail functions eg POS terminal scanners etc The money returned to the customer because they have paid too much or returned the goods. May also be in the form of a credit note. 13