Australia Post Retail Essentials Using Counter Sales Systems - WebPOS. elearning Script

Transcription

1 Australia Post Retail Essentials Using Counter Sales Systems - WebPOS elearning Script Author: Madeline Smirnow Date: 28 April 2011

2 Subject Matter Experts Script review notes This script contains the text and voice-over content for an existing elearning module in the Retail Essentials training programme. Your input has been sought as a Subject Matter Expert (SME) about the information covered by this module. We ask that you review the content of the module with a particular focus on ensuring that, from the perspective of retail staff in Australia Post outlets, the must know information is complete and correct. We recommend the following process for reviewing the module: Review the elearning module from the Retail Essentials CD. Review this script (see notes below about the format of script content and SME questions). Note amendments directly into the script (using tracked changes) by either directly altering the wording or inserting comments to indicate where changes are required. Using an electronic copy to record your alterations is preferred; however a hard copy with amendments is also acceptable. Compile supporting documentation (electronic versions are our first preference) e.g. Retail Information Guides, service brochures, other training resources. Submit edited script and supporting documentation to National Retail Training. Script Format VOICE-OVER and DISPLAYED TEXT The content of the voice-overs and text are written in black text. You should read and correct any errors in content or wording. Usually the voice-over is more expansive than the displayed text on the screen and is written as separate content. If the voice-over and displayed text are the same they only appear once and this is indicated in the header. Supplementary information Supplementary information may be displayed in a pop-up on the screen after the trainee clicks on a link. This information is indicated in the script with a. GRAPHIC The script contains descriptions of suggested graphics/video to be used. If you require a change of graphic please consider whether you are also able to supply source material as part of the supporting documentation. SUBJECT MATTER EXPERT QUESTION SUBJECT MATTER EXPERT QUESTION Are stock advances still used in Retail shops? In some instances we will direct questions to you about the content. You should answer the questions directly in the script and alter any related content that needs to be changed.

3 Table of Contents 1.0 What is WebPOS Accessing WebPOS Navigating WebPOS Transactions in WebPOS TITLE Using Counter Sales Systems WebPOS VOICE-OVER Welcome to WebPOS. MAIN MENU 1 The menu with options is displayed VOICE-OVER 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. DISPLAYED TEXT What is WebPOS? Accessing WebPOS Navigating WebPOS Transactions in WebPOS LEARNING OBJECTIVES SCREEN #0_01 2 This screen will be accessed via a button option from the Main Menu VOICE-OVER/DISPLAYED TEXT By the end of this elearning, you will be able to: describe what WebPOS is access WebPOS from EPOS navigate around WebPOS enter a transaction. 3

4 SCREEN # S0_02 SUBTITLE: Navigation DEVELOPER S NOTES: Accessed from button on left bottom of the Main Menu. VOICE-OVER You only need to use three buttons to work through this module. Click the Next button to move forward, click the Back button to move backwards and click the Menu button to move to the previous Menu. Your progress through each section of this module is shown by a progress bar in the bottom left-hand corner of the lesson screen. Click the Next button now to continue. DISPLAYED TEXT You only need to use three buttons to work through this module: Click the Next button to move forward. Click the Back button to move backward. Click the Menu button to move to the previous menu. A progress bar is shown in the bottom left-hand corner of the lesson screen. Click Next to continue. 4

5 1.0 What is WebPOS? SCREEN # S1_01 SUB-TITLE Overview The Channel Enablement Point of Sale (POS) Upgrade is one of the most significant investments that Australia Post has made for the management of the people, processes and systems that serve our customers. WebPOS is a web-based application that is used to perform many functions previously performed in EPOS and other legacy systems. This is the second step in a strategic plan to replace the existing Point of Sale system, EPOS, with a flexible modern system. SCREEN # S1_02 SUB-TITLE Retail information There is also a shift in the way retail information is received by outlets. Most information will be accessible via Postlink or the SAP Portal via an outlet messaging system. There is a reduction in the amount of information provided in physical formats such as mail and fax, with information being accessed online instead, through an improved Postlink. 5

6 SCREEN # S1_03 SUB-TITLE WebPOS Transactions Developer Note: Please highlight each process step in sync with voice over. In Phase 2 of the Channel Enablement Point of Sale Upgrade, WebPOS is being introduced to provide a more modern and flexible system. It has been designed to be simpler and more logical to use. WebPOS is used to perform the following functions: Australian Money Orders Identity Services Postage Assessment Article Barcode Scanning Bulk Mail Lodgement. WebPOS is integrated with EPOS and netpos to ensure you can navigate smoothly across the different applications when serving customers. 6

7 SCREEN # S1_04 SUB-TITLE EPOS In Phase 2, all transactions commence from EPOS. To start a transaction from EPOS, either: scan the barcode of an item or form enter the relevant transaction code (or) select a menu item. EPOS will automatically select the appropriate system for the transaction. This could be the existing netpos or EPOS systems, or the new WebPOS system. Once you have entered all relevant information for the transaction, you will return to the EPOS Method of Payment (MOP) screen to finalise the transaction. SCREEN # S1_05 SUB-TITLE Key Concepts The following are key concepts relating to WebPOS for Phase 2 of the Channel Enablement Point of Sale (POS) Upgrade: Your terminal is a Windows environment, where applications such as EPOS and WebPOS display in individual windows. You can switch between these windows if required. WebPOS is used to perform Postage Assessment, Bulk Mail Lodgement, Article Barcode Scanning, Identity Services and Australian Money Order transactions, at point of sale, in all EPOS enabled outlets. Unlike netpos, any WebPOS transaction code can be added to the EPOS mini menu, so that it is handy when you need it. You may commence transactions from EPOS via a barcode scan, use menu selection such as F8 (postage assessment) or use existing transaction codes, such as *6000 (Bulk Mail Lodgement), *22 (issue Money Order) WebPOS launches automatically and links seamlessly to and from EPOS and netpos as required. Once WebPOS steps are complete, the system returns to EPOS to finalise the transaction, including making a payment (if required), printing the receipt and recording the transaction. Before returning to EPOS to complete the method of payment (MOP), WebPOS allows you to review and alter information entered into transaction screens. Once you return to EPOS (prior to method of payment), you can only void transactions if errors have occurred. 7

8 2.0 Accessing WebPOS SCREEN # S2_01 SUB-TITLE WebPOS & EPOS Relationship Let s practise working with windows The EPOS screen displays and the EPOS counter window is selected in the task bar. You will now switch between the EPOS and netpos window. You click the netpos tab in the task bar to open netpos. 8

9 SCREEN # S2_02 SUB-TITLE The Close button The netpos window displays. It contains the last transaction you accessed. Notice the Close button at the bottom of the screen. If you click the Close button in the middle of a transaction, the transaction window shuts down without any warning. All entered data will be lost. Note Do not use this button to close any of your windows in WebPOS - only use it if the system does not react and needs to be forcibly shut down. SCREEN # S2_03 SUB-TITLE Launching WebPOS VOICE OVER As mentioned earlier, WebPOS is launched automatically from EPOS when you: scan the barcode of an item or document presented. select the relevant menu item (eg F8 for postage assessment). enter the appropriate transaction code in EPOS. When launched, the WebPOS transaction window is displayed. Once you have completed the required transaction steps in WebPOS, press F12 to return to EPOS to finalise the Method of Payment and print the receipt. DISPLAYED TEXT WebPOS is launched automatically from EPOS when: scan the barcode of an item or document presented. select the relevant menu item (eg F8 for postage assessment). enter the appropriate transaction code in EPOS. When launched, the WebPOS transaction window is displayed. Once you have completed the required transaction steps in WebPOS, press F12 to return to EPOS to finalise the Method of Payment and print the receipt. 9

10 3.0 Navigating WebPOS SCREEN # S3_01 SUB-TITLE Navigating WebPOS Fotolia_ _Subscription_L.jpg When using WebPOS, you can: scan the relevant barcode: enter information into fields using the keyboard, press Enter to proceed. Use function keys such as F1 (help) and F12 (confirm) left-click the mouse to select fields and Function Menu items eg F1 Help, F12 Confirm. Transactions can be entered by scanning the barcode or manually inputting the barcode number. When information has been entered into the required fields, press Enter to proceed. Use function keys such as F1 (help) and F12 (confirm). SCREEN # S3_02 SUB-TITLE Screen Layout 10

11 Developer Note: Please highlight each individual screen section in sync with voice over. The WebPOS screen itself consists of the following 5 main sections: Developer Note: Highlight Entry Bar in sync with voice over. The Entry Bar is your main typing area at the top of the screen. Focus on this area when processing a transaction quickly. The field name displays above the Entry Bar. Type the relevant information or scan the barcode on the item. Scanning the barcode enables information to be captured quickly and accurately. If you are not able to scan the barcode, most forms contain a keying line under the barcode which you can enter instead. Developer Note: Display and highlight barcode with keying line in sync with voice over. SCREEN # S3_03 SUB-TITLE Entry Bar To make changes to an entry you can type straight over it; you don t have to delete anything. The Entry Bar is not case sensitive unless specified for a field. All text entered is converted to UPPER case. 11

12 SCREEN # S3_04 SUB-TITLE Transaction Pane Developer Note: Highlight Transaction Pane in sync with voice over. The Transaction Pane takes up the left side of the WebPOS screen. It displays the transaction code and the transaction name. Notice the three different colours: Orange: indicates the currently active field. This is the field that will be updated with the information you enter into the Entry Bar. Green: is used to indicate default values and selections made. You can change these values at any time by selecting the field. Grey: is a non-editable field which is populated automatically according to the transaction and selections made. While all grey fields are non-editable, you can change the values in some by changing earlier fields. Developer Note: Highlight each of the different colour fields in sync with voice over. 12

13 SCREEN # S3_05 SUB-TITLE Messages Pane Developer Note: Fade in new screenshot and highlight each individual screen section in sync with voice over. Developer Note: Highlight Messages Pane in sync with voice over. The Messages Pane is located close to the Entry Bar so it is most visible to you. It displays crucial error messages and warnings relating to the field that is currently being entered or validated. Take note of all messages displayed. Red error messages require immediate action in order to proceed. Developer Note: Fade in and out the following messages displaying in Messages / Instructions Pane in sync with voice over. 13

14 Black messages are only warnings. You must heed the warning but it will not stop you from progressing. SCREEN # S3_06 SUB-TITLE Instructions Pane Developer Note: Highlight Instructions Pane in sync with voice over. The Instructions Pane displays instructional information on the current transaction screen. It is important to refer to this information, particularly when unsure of the requirements for a particular transaction. It may also remind you of business rules or suggestions for additional services that might interest the customer. 14

15 SCREEN # S3_07 SUB-TITLE Function Menu Developer Note: Highlight Function Menu in sync with voice over. The Function Menu displays available options related to the current transaction step being performed. Function Menu selections can be made by either pressing the corresponding function key on your keyboard (eg F1, F10) or selecting the required Function Menu option with your mouse. The Function Menu is also used to move back to EPOS at the end of a transaction to complete the Method of Payment (MOP) process via the F12 Confirm menu item. Developer Note: Fade in F12 Confirm Function Menu item in sync with voice over. 15

16 SCREEN # S3_08 SUB-TITLE Progress Indicator Developer note: Highlight Progress Indicator in sync with voice over. The Progress Indicator displays the maximum number of screens contained in a transaction. The current and previously viewed screens in the transaction sequence are marked red. This is to help you know where you are in the transaction. This is particularly useful for transactions containing multiple screens, such as many ID verification transactions. Some transactions may not have a Progress Indicator. When you move between WebPOS screens within a transaction, data you have entered is still stored and displays when re-accessing those screens. Let s see how you move between screens Notice the red and grey arrows pointing up and down in the Transaction Pane. Use the Page Up / Page Down arrows to move backwards and forwards through a transaction. 16

17 If a Page Up / Page Down arrow is red next or previous screen., it can be used to move to the If a Page Up / Page Down arrow is grey it is inactive, and you need to complete the current fields correctly before proceeding to the next screen. SCREEN # S3_09 SUB-TITLE Screen Layout - Summary Voice Over WebPOS transactions are displayed in a separate window from EPOS. The Entry Bar is your main typing area at the top of the screen. The Transaction Pane on the left of the screen displays the transaction code, the transaction name and the fields that need to be completed for the transaction. Keep an eye on the Messages and Instructions Panes. The Messages Pane is rarely used but when it does it contains important information or error messages (displayed in red) for the current field. The Progress Indicator displays on first and subsequent screens of multi-screen transactions to indicate where you are up to. Use the Function Menu to access help or additional functions. The Page Up / Down arrows allow you to navigate back and forth between screens. Displayed Text The Entry Bar is the main typing area The Transaction Pane displays the transaction code and name Keep an eye on the Messages and Instruction Panes The Messages Pane contains important information or error messages The Progress Indicator displays on first and subsequent screens to indicate where you are up to Use the Function Menu to access help or additional functions The Page Up / Down arrows allow you to navigate back and forth between screens. 17

18 SCREEN # Q3_01 SUB-TITLE Self Assessment Screen Layout Is the following statement True or False? Error messages display in red in the Instructions Pane. Please select the correct answer. a) True b) False CORRECT ANSWER B FEEDBACK IF THE LEARNER IS CORRECT Correct. Error messages display in red in the Messages Pane. FEEDBACK IF THE LEARNER IS INCORRECT Incorrect. The correct answer is b) False. Error messages display in red in the Messages Pane. 18

19 4.0 Transactions in WebPOS SCREEN # S4_01 SUB-TITLE Entering Information Fotolia_ _Subscription_L.jpg Developer Note: Display images in sync with voice over. WebPOS is: barcode, keyboard, and mouse driven. There is generally more than one way to perform most actions in WebPOS. For example, you can select the next field by pressing Enter or left-clicking the field with the mouse. To select Function Menu items you can use the mouse or the function keys on the keyboard. To commence a transaction you can enter a transaction code on the keyboard or scan the barcode. In each case you can select the option that best suits your preference. SCREEN # S4_02 SUB-TITLE Keyboard Actions <insert keyboard graphic> The following two keys have special purposes in WebPOS transactions: Enter confirms your data entries and proceeds within the transaction Esc this will cancel the current function, or: o restore the original / default value if changing a field o display a warning with the following options: select No to continue with the transaction or select Yes to close the transaction and return to EPOS. In most cases the Tab key duplicates the function of the Enter key. It can be used to advance to the next field. For the purposes of this training, the Tab key will not be used. Here are a few additional keyboard shortcuts that may help you when entering WebPOS transactions: 19

20 Function keys F1 F12 access Function Menu items Up / Down arrow keys move up / down between fields Page Up / Page Down keys move to the previous / next screen Y / N keys use to select Yes or No if a warning message displays. Developer note: Please highlight the keys on the keyboard graphic in sync with voice over. The F1 key is available for every screen. F1will open Quick Help. Quick Help contains help, instructions and rules for the current transaction. Quick Help is available at all times, even when the system is offline. SCREEN # S4_03 SUB-TITLE Entry Bar Information is entered in WebPOS transactions using the Entry Bar. Let s see how this works. Developer Note: Entry Bar change in sync with voice over. 20

21 SCREEN # S4_04 SUB-TITLE Entering Information Press Enter and the text is displayed in the Transaction Pane. The next field is now highlighted in orange. Continue to enter information for subsequent fields. It is recommended to complete fields in the order they are presented. Sometimes, the information you enter in a field changes the subsequent options that are available. When using the mouse to select fields, there is no requirement to double-click in fact, double-clicking has no effect. A single left-click on the relevant field is enough to select it; then enter the required information and click the next field or press Enter. 21

22 SCREEN # S4_05 SUB-TITLE Option Prompts For some fields, possible entry options are suggested in brackets in the Entry Bar. Developer Note: Highlight Entry Bar in sync with voice over. Enter the applicable option from those suggested and press Enter. In this example, the only option available is a Y for yes. This is not the same as a default value for a field. A default value is where the field is already completed for you. Click the Next button to continue. 22

23 SCREEN # S4_06 SUB-TITLE Field Defaults Let s now have a look at how default values work. Some fields default to the most commonly entered value. You can see that there is already a 1 in the Quantity field. To accept the default value, press Enter. To change the default entry for a field, enter another value in the Entry Bar and press Enter. 23

24 SCREEN # S4_07 SUB-TITLE Entering Data Let s have a look at how numbers, dates, words and amounts are entered in WebPOS. Let s practise entering numbers Enter and press Enter. Developer Note: Entry Bar change in sync with voice over. 24

25 SCREEN # S4_08 SUB-TITLE Entering Data In this example, enter the letter A and press Enter. Developer Note: Entry Bar change in sync with voice over. 25

26 SCREEN # S4_09 SUB-TITLE Entering Data Depending on the transaction and required fields, you can enter numbers, signs or letters in the Entry Bar. All text entered will be converted automatically by the system to UPPER case. Any exception will be clearly specified on screen against that field. Once the required field is selected, enter the text and press Enter. Developer Note: Entry Bar change in sync with voice over. 26

27 SCREEN # S4_10 SUB-TITLE Data Entry Your text entry is displayed in the Transaction Pane and the next field is selected. For telephone number and date fields, the required format is indicated in the field. In a phone number field, enter a 10 digit number which includes the area code. Either a mobile or land line number is acceptable. For date fields, the format is usually the following (Day/Month/Year): DD/MM/YY, or DD/MM/YYYY. Any text you enter displays automatically in the correct format, eg NN NNNN NNNN. You do not need to enter brackets or spaces; this is done automatically by WebPOS. Enter the phone number or date and press Enter. 27

28 SCREEN # S4_11 SUB-TITLE Data Entry The number automatically displays in the correct format. Next we will explore weight and amount entry. Click the Next button to continue. 28

29 SCREEN # S4_12 SUB-TITLE Enter Weights & Values Sometimes you may have to enter weights and amounts into WebPOS. Enter amounts such as weight and dollar values in WebPOS in exactly the same format as in EPOS. You do not have to type the currency symbol but you must enter a decimal point. For example, to enter $106.95, you would type To enter 3.56kg, type 3.56 All digits after the decimal point default to zero ( 0 ). If there are no numbers entered, eg if 3 was typed, 3.00 would be displayed in the system. If all digits you enter come after the decimal point, such as an amount of grams or cents, you do not need to enter any zeros before the decimal point. For example, to enter 750g, type.75 then, press Enter. The selected weight or amount field updates. Developer Note: Entry Bar change in sync with voice over. 29

30 SCREEN # S4_13 SUB-TITLE Summary Use the keyboard, scanner and mouse to enter information. Watch the Entry Bar as you enter information this reflects the field you are up to in the Transaction Pane. Press Enter / Tab to move to the next field. The Esc key either cancels the transaction or clears changes made to the current field, depending on where you are in the transaction. Once all fields are complete, select F12 to confirm the transaction and complete the EPOS Method of Payment (MOP). When re-entering data in a field, just retype the full word or number; the system will overwrite the previous entry. Dates and numbers are formatted automatically Enter dollar and weight amounts in the same format as in EPOS, including the decimal point. Do not type the dollar symbol( $ ). SCREEN # Q4_01 SUB-TITLE Self Assessment In WebPOS, the correct entry for a 560g article is: a) 560 b) c).56 d) 5.6 CORRECT ANSWER C FEEDBACK IF THE LEARNER IS CORRECT Correct. Amounts are entered in the same format as in EPOS, including the decimal point. FEEDBACK IF THE LEARNER IS INCORRECT Incorrect. The correct answer is displayed. Amounts are entered in the same format as in EPOS, including the decimal point. 30

31 SCREEN # Q4_02 SUB-TITLE Self Assessment Is the following statement True or False? Text entries in WebPOS are not case sensitive unless specified. Please select the correct answer. a) True b) False CORRECT ANSWER A FEEDBACK IF THE LEARNER IS CORRECT Correct. FEEDBACK IF THE LEARNER IS INCORRECT Incorrect. Text entries in WebPOS are not case sensitive unless specified for a particular field. 31

32 SCREEN # Q4_03 SUB-TITLE Self Assessment Now it s your turn to try entering information. In this scenario, a customer has requested the purchase of an Australian Money Order. Please enter the following information: Money Order No: Amount: $ Payee Type: 1 Named Payee. Payee Name: SASHA KING. Developer Note: Please display scenario text throughout the exercise. Enter the Money Order No. CORRECT ACTION Enter in the Entry Bar and press Enter. FEEDBACK IF THE LEARNER IS CORRECT Correct. FEEDBACK IF THE LEARNER IS INCORRECT ON 1 ST ATTEMPT That s not quite right. Please try again. FEEDBACK IF THE LEARNER IS INCORRECT ON 2 ND ATTEMPT Incorrect. You need to enter in the Entry Bar and press Enter. 32

33 Developer Note: Entry Bar change. SCREEN # Q4_04 SUB-TITLE Self Assessment Enter the Amount. CORRECT ACTION Enter in the Entry Bar and press Enter. FEEDBACK IF THE LEARNER IS CORRECT Correct. FEEDBACK IF THE LEARNER IS INCORRECT ON 1 ST ATTEMPT That s not quite right. Please try again. FEEDBACK IF THE LEARNER IS INCORRECT ON 2 ND ATTEMPT Incorrect. You need to enter in the Entry Bar and press Enter. 33

34 SCREEN # Q4_05 SUB-TITLE Self Assessment Accept the default Payee Type. CORRECT ACTION Press Enter. FEEDBACK IF THE LEARNER IS CORRECT Correct. FEEDBACK IF THE LEARNER IS INCORRECT ON 1 ST ATTEMPT That s not quite right. Please try again. FEEDBACK IF THE LEARNER IS INCORRECT ON 2 ND ATTEMPT Incorrect. You need to press Enter. 34

35 SCREEN # Q4_06 SUB-TITLE Self Assessment Enter the Payee Name. CORRECT ACTION Enter SASHA KING in the Entry Bar and press Enter. FEEDBACK IF THE LEARNER IS CORRECT Correct. FEEDBACK IF THE LEARNER IS INCORRECT ON 1 ST ATTEMPT That s not quite right. Please try again. FEEDBACK IF THE LEARNER IS INCORRECT ON 2 ND ATTEMPT Incorrect. You need to enter SASHA KING in the Entry Bar and press Enter. Developer Note: Entry Bar change. 35

36 SCREEN # Q4_07 SUB-TITLE Self Assessment Well done! You have successfully entered the required information. 36