Assessment Knowledge Module
Unit R10 (M/502/5799)
Understanding how the smooth operation
of a payment point is maintained
Version 1 – December 2016
R10 (M/502/5799) Assessment Version 1 – December 2016 © BIIAB
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Assessment Feedback Record
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R10 (M/502/5799) Assessment Version 1 – December 2016 © BIIAB
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Unit R10 Understanding how the smooth operation of a payment point is maintained
Unit Purpose
The purpose of this unit is to enable you to understand how the smooth operation of a payment point is maintained. If you are not currently employed,
you will need to choose an organisation and base your answers around it.
What you need to know and understand:
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•
•
•
•
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how a payment point is made ready for trading
how to deal with queries raised at the payment point
the routine monitoring of a payment point
what actions should be taken at the payment point when abnormal operating conditions apply
how the accuracy of till operation is monitored
how to implement end-of-shift procedures at a payment point
What you need to complete
In order to meet the assessment requirements for this unit you will need to complete this Assessment Knowledge Module, giving full and detailed answers
to each question.
Your assessor will assess the Assessment Knowledge Module and give you feedback on how well you have done, and what you need to do in order to
develop further.
After you have completed the Assessment Knowledge Module and your assessor has confirmed that you have met the requirements of the unit, you will
need to sign and date at the bottom of the Assessment Feedback Record.
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Unit Content
Learning Outcome
1. Know how a payment point is
made ready for trading
Assessment Criterion (AC)
1.1 Describe typical procedures for
opening up a payment point
1.2 Explain the key principles for
establishing an effective staffing
rota for a payment point
2. Know how to deal with queries
raised at the payment point
2.1 Describe the types of queries
raised at the payment point by
staff and customers and explain
how these queries are resolved
2.2 Describe procedures for dealing
with claims by customers that
incorrect change was given
• learner statement
• questions and answers
3.1 Explain the reasons for
monitoring payment point
activity
3.2 Describe the routine monitoring
procedures of a payment point
3.3 Describe the problems which
routine monitoring of a
payment point can uncover,
and explain how these
problems can be resolved
• learner statement
• questions and answers
• professional discussion
3. Understand the routine
monitoring of a payment point
R10 (M/502/5799) Assessment Version 1 – December 2016 © BIIAB
Suggested Assessment Methods
• learner statement
• questions and answers
Assessment Guidance
For each criterion, the assessor and
learner need to ensure that the
descriptors (describe, explain) have
been fully addressed.
For each criterion, the assessor and
learner need to ensure that the
descriptor (describe) has been fully
addressed.
2.1:
Learners must describe three examples
of the types of queries raised at the
payment point by a) customers and b)
staff, and give an explanation of how
each example can be resolved.
For each criterion, the assessor and
learner need to ensure that the
descriptors (explain, describe) have
been fully addressed.
3.1, 3.2:
Learners must give three different
routine monitoring procedures of the
payment point and explain their
reasons.
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Learning Outcome
Assessment Criterion (AC)
4. Know what actions should be
taken at the payment point
when abnormal operating
conditions apply
4.1 Explain what is meant by
abnormal operating conditions
in relation to the payment point
4.2 Describe the actions to be taken
at the payment point when
abnormal operating conditions
apply
5.1 Describe the main types of till
discrepancy and explain how
these occur
5.2 Describe the measures for
evaluating the accuracy of till
operation
5.3 Describe the measures for
dealing with till discrepancies
• professional discussion
For each criterion, the assessor and
learner need to ensure that the
descriptors (explain, describe) have
been fully addressed.
• learner statement
• questions and answers
• professional discussion
For each criterion, the assessor and
learner need to ensure that the
descriptor (describe) has been fully
addressed.
6.1 Describe the methods used at
the payment point at the end of
a shift or close of business
• learner statement
• questions and answers
5. Understand how the accuracy of
till operation is monitored
6. Know how to implement end-ofshift procedures at a payment
point
R10 (M/502/5799) Assessment Version 1 – December 2016 © BIIAB
Suggested Assessment Methods
Assessment Guidance
5.1:
Learners must describe the two main
types of till discrepancies and explain
how these happen.
For each criterion, the assessor and
learner need to ensure that the
descriptor (describe) has been fully
addressed.
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Important note: Professional discussion is mentioned in the suggested assessment methods in order to give both you and your assessor choice in how the
answers are presented. Whilst it is a recommended method, it is not mandatory and you and your assessor may choose the following approaches:
1. Question and answer: if you wish to answer the questions as set out in the Assessment Knowledge Module, you may use the boxes or tables in
order to write your answers. If you and your assessor wish to use voice recorders to give your answers, this is also permissible as long as there is an
indication in the Assessment Knowledge Module of where the questioning can be found. You may choose to answer some questions via
written/typed question and answer and still take advantage of professional discussion as set out in the Assessment Knowledge Module.
2. Professional discussion solely: if you wish to present your answers via professional discussion for the whole Assessment Knowledge Module, that
too is permissible, providing there is an indication in the Assessment Knowledge Module of where the discussion can be found.
Background to unit
The smooth operation and effective management of the payment point is an essential function for any retailer; it promotes good customer relationships
and supports the overall operations of the organisation. By completing this unit, you will learn how to open and close the payment point at the end or start
of a shift, understand the types of queries that commonly need to be resolved and understand how to deal with unexpected events that can severely
disrupt normal till operations.
In addition to this, you will learn how to identify common issues that can lead to till discrepancies and understand how these can be investigated and
controlled.
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1. Whether a payment point is being opened at the start of the day or later on during the day, there are typical procedures that must be followed.
In the space below, describe the procedures that should be followed when opening a payment point. Your description must include the till point and the
payment area.
(AC1.1)
2. An effective way to manage the payment points in a retail business is to produce a daily staff rota and agree this with your team members. In the space
below, explain the main principles required when creating a staff rota, specifically for the payment point.
(AC1.2)
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3. The payment point is a common place for customers to raise queries and complaints, and it is also a place where staff often experience problems that
require additional support from the manager.
Complete the table below to describe three examples of the types of queries raised at the payment point by (a) customers and (b) staff. Give an
explanation of how each example can be resolved.
(AC2.1)
Description of queries raised by customers at the payment point
Explanation of how the query can be resolved
1.
2.
3.
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Description of queries raised by staff at the payment point
Explanation of how the query can be resolved
1.
2.
3.
4. When operating a payment point, it is not uncommon for customers to complain that they have been given the incorrect change.
In the space below, describe how you must deal with this situation.
(AC2.2)
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5. A vital role for any supervisor or manager is routinely to monitor the payment point throughout the day.
Complete the table to describe three different routine monitoring procedures of a payment point and explain why each procedure is followed.
(AC3.1, 3.2)
Description of a routine monitoring procedure of a payment point
Explanation of reason for the monitoring procedure
1.
2.
3.
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6. Prepare to have a discussion with your assessor to:
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•
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(a) describe the problems which routine monitoring of a payment point can uncover, and (b) explain how these problems can be resolved
explain what is meant by abnormal operating conditions in relation to the payment point
describe the actions to be taken at the payment point when abnormal operating conditions apply
You can make notes in the boxes below to help you to prepare for this discussion.
R10 (M/502/5799) Assessment Version 1 – December 2016 © BIIAB
(AC3.3, 4.1, 4.2)
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7.
Occasionally, a retailer has to deal with till discrepancies. In the space below, describe the two main types of till discrepancies and explain how these
happen.
(AC5.1)
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8.
Prepare to have a discussion with your assessor to:
•
•
describe the measures for evaluating the accuracy of till operation
describe the measures for dealing with till discrepancies
You can make notes in the boxes below to help you to prepare for this discussion.
R10 (M/502/5799) Assessment Version 1 – December 2016 © BIIAB
(AC5.2, 5.3)
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9. When closing a payment point, either at the end of the trading day or at the end of a shift, there are specific procedures that need to be followed.
In the space below, describe the methods used to close a payment point.
(AC6.1)
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