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LAPT
London Academy of Professional Training
Certificate
Certificate in Retail Practice and Point of Sale
REF: RET-C05
• Retail Centres
• Retail Operations & Loss Prevention
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| 4Subjects | 55Chapters | 488Classes | 400Total Marks | 60%Pass Mark | LifetimeValidity |
At a Glance
| Reference | RET-C05 |
| Award | Certificate |
| Assessment | 400 marks — 240 to pass (60%) |
| Prerequisites | None |
| Validity | Lifetime |
| Awarding Body | LAPT — London Academy of Professional Training |
Curriculum
| 1 | Introduction to Retail and Retail Etiquette | 15 chapters · 126 classes 100 marks |
• 1 Understanding the Principles of Retail Etiquette — 4 classes
› 1.1 Exploring the Importance of Retail Etiquette
› 1.2 Recognizing and Respecting Customer Needs
› 1.3 Communicating Effectively with Customers
› 1.4 Applying Retail Etiquette in Real-world Scenarios
• 2 Developing Effective Customer Interaction Techniques — 4 classes
› 2.1 Understanding Customers: Identifying Needs and Expectations
› 2.2 Building Rapport: Techniques for Positive First Impressions
› 2.3 Active Listening: Mastering the Art of Effective Communication
› 2.4 Guiding the Sale: Integrating Etiquette with Persuasive Upselling
• 3 Strategies for Enhancing Customer Experience through Upselling — 4 classes
› 3.1 Understanding the Principles of Upselling
› 3.2 Identifying Opportunities for Effective Upselling
› 3.3 Communicating Value to Enhance Customer Experience
› 3.4 Assisting Customers with Returns
• 4 Retail Sales Procedures for Age-Restricted Products — 4 classes
› 4.1 Understanding Age-Restricted Products
› 4.2 Legal Requirements for Sales
› 4.3 Identifying Customer Age
› 4.4 Best Practices for Compliance
• 5 The Retail Sector and Store Formats in India — 10 classes
› 5.1 What Retail Is and Why It Matters
› 5.2 Organised and Unorganised Retail in India
› 5.3 Kirana Stores, Supermarkets and Hypermarkets
› 5.4 Department Stores and Specialty Shops
› 5.5 Malls, High Street and Market Locations
› 5.6 Online and Omnichannel Shopping Basics
› 5.7 Franchise, Chain and Independent Stores
› 5.8 Who Shops Where and Why
› 5.9 Festival Seasons and Retail Peaks
› 5.10 Mapping Formats in Your Own Town
• 6 Store Roles, Departments and Career Paths — 10 classes
› 6.1 Who Works in a Store
› 6.2 Sales Associate Duties
› 6.3 Cashier and Billing Staff Duties
› 6.4 Stockroom and Warehouse Roles
› 6.5 Visual Merchandiser and Display Roles
› 6.6 Supervisor and Store Manager Roles
› 6.7 Head Office and Support Functions
› 6.8 How Departments Depend on Each Other
› 6.9 Entry Jobs and Promotion Routes
› 6.10 Planning Your First Year in Retail
• 7 Personal Grooming and Hygiene at Work — 10 classes
› 7.1 Why Personal Hygiene Matters in a Shop
› 7.2 Daily Washing, Dress and Hair Care
› 7.3 Hand Washing at Key Moments
› 7.4 Nails, Jewellery and Accessories Rules
› 7.5 Oral Care and Fresh Breath
› 7.6 Hygiene When Handling Food or Open Goods
› 7.7 Working Well When Unwell
› 7.8 Cleaning Uniforms and Footwear
› 7.9 Hygiene Checks Before Each Shift
› 7.10 Personal Hygiene Routine Practice
• 8 Professional Appearance, Uniform and Conduct — 10 classes
› 8.1 How First Impressions Are Formed
› 8.2 Wearing the Uniform Correctly
› 8.3 Name Badges and Identity Cards
› 8.4 Dress Standards Without a Uniform
› 8.5 Posture, Smile and Body Language
› 8.6 Punctuality and Attendance Habits
› 8.7 Mobile Phone and Personal Item Rules
› 8.8 Honesty and Respect at Work
› 8.9 Dealing with Compliments and Criticism
› 8.10 Self-Check of Appearance and Conduct
• 9 Workplace Communication and Telephone Manners — 10 classes
› 9.1 Speaking Clearly and Politely
› 9.2 Listening Without Interrupting
› 9.3 Polite Words for Everyday Situations
› 9.4 Answering the Store Telephone
› 9.5 Taking Messages and Passing Them On
› 9.6 Writing Short Notes and Notices
› 9.7 Using Messaging Groups Properly
› 9.8 Speaking to Seniors and Colleagues
› 9.9 Communicating Across Languages in a Store
› 9.10 Role-Play of Telephone and Counter Talk
• 10 Helping Customers Find Products on the Shop Floor — 10 classes
› 10.1 Learning the Store Layout by Heart
› 10.2 Reading Aisle Signs and Category Labels
› 10.3 Answering Where Is It Questions
› 10.4 Walking a Customer to the Product
› 10.5 Giving Directions Without Leaving the Floor
› 10.6 Checking if an Item Is Out of Stock
› 10.7 Offering Alternatives When Items Are Missing
› 10.8 Keeping Aisles Clear for Shoppers
› 10.9 Helping Customers with Heavy Items
› 10.10 Floor Assistance Practice Session
• 11 Basic Business Support Tasks in a Store — 10 classes
› 11.1 Why Store Records Matter
› 11.2 Filing Bills, Invoices and Delivery Notes
› 11.3 Keeping a Daily Task Diary
› 11.4 Handling Stationery and Office Supplies
› 11.5 Photocopying, Scanning and Printing Documents
› 11.6 Maintaining Staff Notice Boards
› 11.7 Sorting Incoming and Outgoing Post
› 11.8 Keeping Contact Lists Up to Date
› 11.9 Basic Spreadsheet Entry for Store Data
› 11.10 Practice with a Mock Store Office
• 12 Using Store Equipment, Devices and Basic Software — 10 classes
› 12.1 Common Tools Found in a Shop
› 12.2 Price Gun and Label Printer Use
› 12.3 Barcode Scanners and Handheld Devices
› 12.4 Switching Devices On and Off Safely
› 12.5 Using the Store Intercom and Radios
› 12.6 Logging Into Store Software Properly
› 12.7 Password Care and Shared Device Rules
› 12.8 Reporting Faulty Equipment
› 12.9 Basic Cleaning and Care of Devices
› 12.10 Equipment Handling Skills Check
• 13 Opening, Closing and Daily Store Routines — 10 classes
› 13.1 Why Routines Keep a Store Running
› 13.2 Opening Checks Before Customers Arrive
› 13.3 Preparing the Shop Floor for Trading
› 13.4 Setting Up Counters and Displays
› 13.5 Shift Handover and Briefings
› 13.6 Lunch, Breaks and Floor Cover
› 13.7 Closing Checks at the End of the Day
› 13.8 Securing Cash, Keys and Premises
› 13.9 Tidying and Cleaning at Closing
› 13.10 Running a Full Day Routine in Simulation
• 14 Shop Rules, Pricing Basics and Consumer Rights — 10 classes
› 14.1 Why Stores Have Rules
› 14.2 Understanding MRP and Selling Price
› 14.3 Reading Price Tags and Shelf Labels
› 14.4 GST Bills and What They Show
› 14.5 Customer Rights Under the Consumer Protection Act
› 14.6 Honest Description of Products
› 14.7 Store Policies Customers Ask About
› 14.8 Whom to Ask When Unsure
› 14.9 Respecting Customer Privacy
› 14.10 Explaining Rules Politely to Customers
• 15 Welcoming Every Customer Respectfully — 10 classes
› 15.1 Different Customers, Different Needs
› 15.2 Serving Elderly Shoppers with Patience
› 15.3 Helping Customers with Disabilities
› 15.4 Assisting Parents with Small Children
› 15.5 Customers Who Speak Another Language
› 15.6 Avoiding Assumptions and Bias
› 15.7 Offering Seating, Water and Help
› 15.8 Respecting Religious and Cultural Needs
› 15.9 Calling for Help When You Cannot Assist
› 15.10 Inclusive Welcome Practice Scenarios
| 2 | Team Working and Personal Development in Retail | 12 chapters · 120 classes 100 marks |
• 1 Why Teamwork Matters in a Store — 10 classes
› 1.1 What a Retail Team Does Together
› 1.2 Shared Goals of the Store
› 1.3 Roles Within a Team
› 1.4 How One Person's Work Affects Others
› 1.5 Customers Notice Team Spirit
› 1.6 Trust and Reliability Among Colleagues
› 1.7 Cooperation Across Departments
› 1.8 Common Teamwork Problems
› 1.9 Qualities of a Good Team Member
› 1.10 Team Strengths Self-Review
• 2 Communicating Within the Retail Team — 10 classes
› 2.1 Clear Spoken Instructions
› 2.2 Active Listening to Colleagues
› 2.3 Asking for Help Politely
› 2.4 Passing on Customer Requests
› 2.5 Using Staff Notice Boards and Logs
› 2.6 Messaging Groups and Their Etiquette
› 2.7 Daily Briefings and Huddles
› 2.8 Giving Updates on Stock and Prices
› 2.9 Handling Gossip and Rumours
› 2.10 Team Communication Exercise
• 3 Shifts, Rotas and Handovers Between Colleagues — 10 classes
› 3.1 How Rotas Are Planned
› 3.2 Reading Your Weekly Schedule
› 3.3 Swapping Shifts Fairly
› 3.4 Arriving Ready and On Time
› 3.5 Handover Notes Between Shifts
› 3.6 Covering Breaks and Absences
› 3.7 Working Peak and Festival Hours
› 3.8 Fair Sharing of Late Shifts
› 3.9 Recording Hours Worked Accurately
› 3.10 Shift Handover Role-Play
• 4 Sharing Tasks and Supporting Colleagues — 10 classes
› 4.1 Dividing Daily Store Tasks
› 4.2 Offering Help Without Being Asked
› 4.3 Asking Colleagues for Support
› 4.4 Supporting New Joiners
› 4.5 Working With Different Personalities
› 4.6 Respecting Differences in Age and Background
› 4.7 Recognising When a Colleague Is Struggling
› 4.8 Sharing Credit and Praise
› 4.9 Taking Responsibility for Mistakes
› 4.10 Task Sharing Simulation
• 5 Resolving Disagreements Among Colleagues — 10 classes
› 5.1 Why Conflicts Arise at Work
› 5.2 Spotting Early Signs of Tension
› 5.3 Staying Calm in a Disagreement
› 5.4 Listening to the Other Side
› 5.5 Finding Common Ground
› 5.6 When to Involve a Supervisor
› 5.7 Avoiding Blame and Personal Remarks
› 5.8 Rebuilding Trust After a Dispute
› 5.9 Company Grievance Routes
› 5.10 Conflict Resolution Role-Play
• 6 Working Together to Meet Store Targets — 10 classes
› 6.1 Understanding Daily and Weekly Targets
› 6.2 Breaking Targets Into Team Tasks
› 6.3 Reading Sales and Service Boards
› 6.4 Staying Motivated When Targets Slip
› 6.5 Helping Each Other During Busy Spells
› 6.6 Quality Standards Within Targets
› 6.7 Using Time Wisely as a Team
› 6.8 Reporting Progress Honestly
› 6.9 Celebrating Team Achievements
› 6.10 Target Planning Workshop
• 7 Self-Assessment and Setting Learning Goals — 10 classes
› 7.1 Why Retail Staff Keep Learning
› 7.2 Listing Your Current Skills
› 7.3 Spotting Your Skill Gaps
› 7.4 Learning Styles and Study Habits
› 7.5 Setting Clear Short-Term Goals
› 7.6 Setting Longer-Term Career Goals
› 7.7 Choosing Learning Activities
› 7.8 Finding Time to Learn Around Shifts
› 7.9 Keeping a Learning Diary
› 7.10 Drafting Your Personal Learning Plan
• 8 Following a Personal Training Plan — 10 classes
› 8.1 Reading a Store Training Plan
› 8.2 Agreeing Training Dates With a Supervisor
› 8.3 Learning Through On-the-Job Practice
› 8.4 Online and Classroom Training Options
› 8.5 Taking Notes and Revising
› 8.6 Practising New Skills Safely
› 8.7 Asking Questions During Training
› 8.8 Recording Training Completed
› 8.9 Reviewing Progress With Your Supervisor
› 8.10 Updating Your Plan After Review
• 9 Receiving and Using Feedback — 10 classes
› 9.1 Why Feedback Helps Growth
› 9.2 Types of Feedback in Retail
› 9.3 Accepting Feedback Without Defensiveness
› 9.4 Asking for Feedback Actively
› 9.5 Turning Feedback Into Action Points
› 9.6 Customer Comments as Feedback
› 9.7 Supervisor Appraisal Basics
› 9.8 Recognising Your Own Strengths
› 9.9 Tracking Improvement Over Time
› 9.10 Feedback Conversation Practice
• 10 Helping Colleagues Learn New Skills — 10 classes
› 10.1 Why Coaching Colleagues Matters
› 10.2 Spotting What a Colleague Needs to Learn
› 10.3 Showing, Telling and Letting Them Try
› 10.4 Breaking a Task Into Easy Steps
› 10.5 Giving Encouraging Feedback
› 10.6 Checking Understanding With Questions
› 10.7 Buddying New Staff in Store
› 10.8 Sharing Product Knowledge
› 10.9 Being Patient With Slow Learners
› 10.10 Peer Coaching Role-Play
• 11 Developing Your Customer Service Skills — 10 classes
› 11.1 What Good Service Skills Look Like
› 11.2 Self-Rating Your Service Skills
› 11.3 Learning From Experienced Colleagues
› 11.4 Learning From Customer Reactions
› 11.5 Improving Listening and Questioning
› 11.6 Building Product Knowledge Habits
› 11.7 Managing Stress During Rush Hours
› 11.8 Setting Service Improvement Goals
› 11.9 Recording Service Achievements
› 11.10 Service Skills Action Plan
• 12 Leading a Team Temporarily — 10 classes
› 12.1 Stepping In When a Supervisor Is Away
› 12.2 Limits of Temporary Authority
› 12.3 Giving Clear Instructions to Colleagues
› 12.4 Allocating Tasks Fairly
› 12.5 Keeping Standards High on the Floor
› 12.6 Handling Problems That Arise
› 12.7 Motivating Colleagues During a Shift
› 12.8 Keeping Records of the Shift
› 12.9 Reporting Back to the Manager
› 12.10 Temporary Team Leader Simulation
| 3 | Point of Sale, Cash Handling and Payments | 16 chapters · 122 classes 100 marks |
• 1 Understanding Cash Handling Basics — 4 classes
› 1.1 Introduction to Cash Handling Principles
› 1.2 Identifying and Using Cash Handling Tools
› 1.3 Implementing Secure Cash Handling Practices
› 1.4 Handling Cash Discrepancies and Errors Effectively
• 2 Implementing Cash Handling Procedures — 4 classes
› 2.1 Understanding the Importance of Cash Handling Procedures
› 2.2 Identifying Risks and Safeguards in Cash Transactions
› 2.3 Implementing Efficient Cash Handling Steps
› 2.4 Monitoring and Adjusting Cash Handling Procedures
• 3 Advanced Cash Handling and Security Measures — 4 classes
› 3.1 Identifying and Handling Counterfeit Currency
› 3.2 Implementing Secure Cash Drawer Procedures
› 3.3 Mastering Transaction Documentation and Tracking
› 3.4 Conducting End-of-Day Reconciliation and Reporting
• 1 Overview of Payment Systems — 6 classes
› 1.1 Types of Payment Systems
› 1.2 Digital Payment Innovations
› 1.3 Understanding Payment Gateways
› 1.4 Impact of E-Commerce on Payments
› 1.5 Regulatory Framework for Payments
› 1.6 Future Trends in Payment Systems
• 2 Ensuring Accuracy in Transactions — 6 classes
› 2.1 Importance of Transaction Accuracy
› 2.2 Common Transaction Errors
› 2.3 Techniques for Error Prevention
› 2.4 Verification Processes in Transactions
› 2.5 Auditing Transactions Effectively
› 2.6 Feedback Mechanisms for Accuracy
• 3 Security Best Practices — 6 classes
› 3.1 Identifying Security Vulnerabilities
› 3.2 Implementing Secure Payment Protocols
› 3.3 Role of Encryption in Security
› 3.4 Physical Security Measures
› 3.5 Cybersecurity Awareness for Staff
› 3.6 Incident Response Planning
• 4 Staff Training on Payment Procedures — 6 classes
› 4.1 Developing Training Programs
› 4.2 Effective Communication Techniques
› 4.3 Role-Playing Payment Scenarios
› 4.4 Assessing Staff Competence
› 4.5 Continuous Learning Opportunities
› 4.6 Feedback and Improvement Strategies
• 5 Handling Payment Discrepancies — 6 classes
› 5.1 Identifying Payment Discrepancies
› 5.2 Root Cause Analysis Techniques
› 5.3 Communication with Customers
› 5.4 Resolving Disputes Effectively
› 5.5 Documenting Discrepancies
› 5.6 Preventing Future Discrepancies
• 9 Working Out Prices, Discounts and GST at Billing — 10 classes
› 9.1 Reading MRP, Selling Price and Unit Price
› 9.2 Calculating Percentage Discounts
› 9.3 Applying Buy One Get One and Combo Offers
› 9.4 How GST Is Added or Included
› 9.5 Reading GST Rates on Product Categories
› 9.6 Checking Weights, Measures and Price per Kilo
› 9.7 Rounding Rules at the Till
› 9.8 Handling Price Mismatches
› 9.9 Mental Maths Shortcuts for Billing
› 9.10 Billing Calculation Practice
• 10 Operating the Billing Counter and Processing Orders — 10 classes
› 10.1 Counter Layout and Daily Set-Up
› 10.2 Logging Into the Billing System
› 10.3 Scanning and Entering Items Correctly
› 10.4 Handling Items That Will Not Scan
› 10.5 Taking Customer Orders and Advance Payments
› 10.6 Applying Coupons and Loyalty Cards
› 10.7 Printing and Explaining the Tax Invoice
› 10.8 Managing Queues and Waiting Customers
› 10.9 Voiding and Correcting Entries
› 10.10 Full Billing Transaction Practice
• 11 Accepting UPI, Card and Wallet Payments — 10 classes
› 11.1 Payment Methods Used in Indian Stores
› 11.2 Accepting UPI and QR Code Payments
› 11.3 Confirming a UPI Payment Has Arrived
› 11.4 Using Card Machines and PIN Entry
› 11.5 Contactless and Tap-to-Pay Payments
› 11.6 EMI and Split Payment Handling
› 11.7 Handling Failed and Pending Payments
› 11.8 Giving Payment Receipts
› 11.9 Spotting Fake Payment Screens
› 11.10 Payment Method Role-Play
• 12 Packing and Packaging Goods for Customers — 10 classes
› 12.1 Why Good Packing Protects Sales
› 12.2 Choosing Bags, Boxes and Wrapping
› 12.3 Packing Fragile Items Safely
› 12.4 Packing Food and Frozen Goods
› 12.5 Separating Chemicals From Food Items
› 12.6 Gift Wrapping Skills
› 12.7 Reducing Plastic and Waste in Packaging
› 12.8 Packing Quickly at Peak Times
› 12.9 Sealing Delivery Orders Securely
› 12.10 Packing Speed and Quality Practice
• 13 Assisting Customers at Self-Checkout — 10 classes
› 13.1 How Self-Checkout Works
› 13.2 Welcoming Customers to Self-Checkout
› 13.3 Helping With Scanning and Weighing Items
› 13.4 Resolving Scanner and Weight Errors
› 13.5 Age and Approval Checks at Self-Checkout
› 13.6 Helping With Card and UPI Payment
› 13.7 Watching for Theft and Mistakes
› 13.8 Keeping Self-Checkout Clean and Stocked
› 13.9 Dealing With Frustrated Customers
› 13.10 Self-Checkout Assistance Practice
• 14 Cashing Up and Closing the Till — 10 classes
› 14.1 Why Cashing Up Is Done Daily
› 14.2 Counting Notes and Coins Correctly
› 14.3 Counting Methods and Denominations
› 14.4 Reading the End-of-Day Report
› 14.5 Matching Cash, Card and UPI Totals
› 14.6 Recording Floats and Cash Drops
› 14.7 Preparing the Bank Deposit
› 14.8 Handling Counterfeit Note Checks
› 14.9 Securing the Till and Cash Room
› 14.10 Cashing Up Simulation
• 15 Checking Takings and Evaluating Cash Practices — 10 classes
› 15.1 What Takings Include
› 15.2 Reconciling Takings With Sales Reports
› 15.3 Spotting Patterns in Cash Differences
› 15.4 Investigating Shortages and Overages
› 15.5 Evaluating Opening and Closing Procedures
› 15.6 Checking Voids, Refunds and Discount Logs
› 15.7 Reviewing Staff Handling Practices
› 15.8 Recommending Cash Handling Improvements
› 15.9 Documenting Findings for the Manager
› 15.10 Takings Review Exercise
• 16 Monitoring the Payment Point and Secure Register Use — 10 classes
› 16.1 Why Payment Points Need Monitoring
› 16.2 Access Control to Registers and Tills
› 16.3 Supervising Cash Pick-Ups and Float Changes
› 16.4 Monitoring Override and Manager Approvals
› 16.5 Watching for Sweethearting and Till Fraud
› 16.6 Keeping Customers' Card Details Safe
› 16.7 Managing Service Area and Queue Space
› 16.8 Supporting Cashiers During Peak Hours
› 16.9 Handling Payment Point Incidents
› 16.10 Payment Point Audit Practice
| 4 | Returns, Refunds, Credit and Customer Accounts | 12 chapters · 120 classes 100 marks |
• 1 Returns and Refund Policy and Customer Rights — 10 classes
› 1.1 Why Stores Accept Returns
› 1.2 Reading a Store Returns Policy
› 1.3 Customer Rights Under Consumer Law
› 1.4 Returns for Defective Versus Unwanted Goods
› 1.5 Non-Returnable Goods and Hygiene Items
› 1.6 Time Limits and Conditions for Returns
› 1.7 Explaining the Policy Politely
› 1.8 Policy Differences Between Stores and Online
› 1.9 Staff Authority Levels for Returns
› 1.10 Policy Explanation Practice
• 2 Assisting Customers Who Want to Return Goods — 10 classes
› 2.1 Welcoming a Returning Customer
› 2.2 Finding Out Why the Item Is Being Returned
› 2.3 Staying Calm With Unhappy Returners
› 2.4 Checking What Evidence the Customer Has
› 2.5 Explaining the Options Available
› 2.6 Handling Gift Returns
› 2.7 Returns Without a Bill
› 2.8 Returns of Items Bought Online
› 2.9 Sending Customers to the Right Counter
› 2.10 Returns Customer Role-Play
• 3 Checking Condition, Proof of Purchase and Eligibility — 10 classes
› 3.1 Verifying the Bill or Invoice
› 3.2 Checking Purchase Date and Batch Details
› 3.3 Inspecting Packaging and Tags
› 3.4 Spotting Used, Damaged or Tampered Goods
› 3.5 Testing Electrical and Electronic Items
› 3.6 Checking Warranty Cards and Serial Numbers
› 3.7 Detecting Return Fraud Patterns
› 3.8 Recording Findings Objectively
› 3.9 When to Refer to a Manager
› 3.10 Return Inspection Practice
• 4 Processing Refunds to the Original Payment Mode — 10 classes
› 4.1 Refund Options Explained
› 4.2 Refunding Cash Purchases
› 4.3 Refunding Card and UPI Payments
› 4.4 Refund Timelines and Customer Expectations
› 4.5 Partial Refunds and Deductions
› 4.6 Reversing GST and Discount Values
› 4.7 Using the Refund Function in the System
› 4.8 Manager Approval and Override Rules
› 4.9 Preventing Refund Fraud
› 4.10 Refund Processing Simulation
• 5 Exchanges, Credit Notes and Price Differences — 10 classes
› 5.1 When an Exchange Is Better Than a Refund
› 5.2 Exchanging for the Same Item in Another Size
› 5.3 Exchanging for a Different Item
› 5.4 Handling Price Differences Up and Down
› 5.5 Issuing a Credit Note or Gift Voucher
› 5.6 Credit Note Validity and Terms
› 5.7 Recording Exchanges in the System
› 5.8 Exchange Limits During Sale Periods
› 5.9 Explaining Credit Note Use to Customers
› 5.10 Exchange Conversations in Role-Play
• 6 Returns Records, Damaged Goods and Supplier Returns — 10 classes
› 6.1 Why Returns Records Matter
› 6.2 Logging Returned Items Correctly
› 6.3 Segregating Returned Stock
› 6.4 Deciding Resale, Repair or Write-Off
› 6.5 Reintroducing Resalable Goods to the Floor
› 6.6 Returning Faulty Goods to Suppliers
› 6.7 Claiming Credit From Suppliers
› 6.8 Reporting Return Rates to Management
› 6.9 Reducing Returns at the Source
› 6.10 Returns Records Exercise
• 7 Credit, EMI and Hire-Purchase Options Explained — 10 classes
› 7.1 Why Retailers Offer Credit
› 7.2 Credit Cards, Store Cards and Instalment Plans
› 7.3 How EMI and No-Cost EMI Work
› 7.4 Hire Purchase and Lease Basics
› 7.5 Interest, Fees and Total Cost of Credit
› 7.6 Role of Banks and Finance Companies
› 7.7 Rules for Responsible Lending
› 7.8 Explaining Borrowing Features Clearly
› 7.9 Comparing Credit Options for a Customer
› 7.10 Credit Options Explanation Practice
• 8 Identifying a Customer's Credit Needs — 10 classes
› 8.1 Why a Customer May Need Credit
› 8.2 Asking Questions About Budget and Plans
› 8.3 Checking the Customer's Interest Without Pressure
› 8.4 Matching the Product to an Affordable Plan
› 8.5 Recognising Unaffordable Commitments
› 8.6 Explaining Alternatives to Borrowing
› 8.7 Documenting the Customer's Choice
› 8.8 Respecting Customer Confidentiality
› 8.9 Referring Complex Cases to Finance Staff
› 8.10 Credit Needs Interview Role-Play
• 9 Processing Credit and Hire-Purchase Applications — 10 classes
› 9.1 Documents Needed for a Credit Application
› 9.2 Know Your Customer Checks
› 9.3 Filling in Application Forms Correctly
› 9.4 Explaining Terms Before Signing
› 9.5 Submitting Applications to Finance Partners
› 9.6 Credit Approval, Rejection and Waiting Time
› 9.7 Telling Customers About Rejections Politely
› 9.8 Delivering Goods After Approval
› 9.9 Keeping Application Records Safe
› 9.10 Application Processing Simulation
• 10 Promoting Store Credit Cards and Insurance Add-Ons — 10 classes
› 10.1 Features and Benefits of a Store Credit Card
› 10.2 Identifying Customers Who May Benefit
› 10.3 Presenting the Card Honestly
› 10.4 Explaining Charges, Interest and Rewards
› 10.5 Insurance Products Linked to Cards and Purchases
› 10.6 Explaining Cover, Exclusions and Costs
› 10.7 Helping Customers Apply for a Card
› 10.8 Avoiding Mis-Selling of Financial Products
› 10.9 Handling Customer Objections to Cards
› 10.10 Card Promotion Role-Play
• 11 Setting, Monitoring and Acting on Customer Credit Accounts — 10 classes
› 11.1 What a Customer Credit Account Is
› 11.2 Opening a Customer Account in the System
› 11.3 Setting Credit Limits
› 11.4 Monitoring Account Balances Regularly
› 11.5 Spotting Late and Missed Payments
› 11.6 Sending Reminder Messages Politely
› 11.7 Stopping Further Credit When Needed
› 11.8 Escalating Overdue Accounts
› 11.9 Legal Limits on Debt Collection Practices
› 11.10 Account Monitoring Exercise
• 12 Processing Account Payments and Reconciling Accounts — 10 classes
› 12.1 Receiving Payments Against Customer Accounts
› 12.2 Part Payments and Advance Payments
› 12.3 Allocating Payments to the Right Invoices
› 12.4 Issuing Receipts and Statements
› 12.5 Comparing Store Ledger With Customer Records
› 12.6 Finding and Fixing Account Errors
› 12.7 Handling Disputed Entries
› 12.8 Month-End Account Reconciliation
› 12.9 Writing Off Small Balances Properly
› 12.10 Account Reconciliation Practice
| LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom info@lapt.org • +44 7513 283044 • lapt.org |
UKPRN 10067351 • Company 4984798 Curriculum current at the date of issue. |