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Certificate Retail Centres Retail Operations & Loss Prevention

Certificate in Retail Practice and Point of Sale

4 Subjects
55 Chapters
488 Lessons
400 Marks

LAPT — London Academy of Professional Training

Certificate in Retail Practice and Point of Sale
Enquire Now View Brochure Download PDF
Total Marks400
Subjects4
Chapters55
Classes488

About This Certification

A professional certification programme delivered through LAPT-accredited centres worldwide.

Course Curriculum

4 subjects • 55 chapters • 488 classes
01
Introduction to Retail and Retail Etiquette
15 chapters • 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
02
Team Working and Personal Development in Retail
12 chapters • 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
03
Point of Sale, Cash Handling and Payments
16 chapters • 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
04
Returns, Refunds, Credit and Customer Accounts
12 chapters • 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
Certificate in Retail Practice and Point of Sale
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