By Fatskills Exam Guides Team — the exam nerds behind 28,500+ quizzes and 2.1M practice questions across 500+ global exams.
Although there are many small and medium-sized stores in the retail sector, large businesses with stores in many locations make millions of dollars in sales each year. Computer technology is becoming more important to the retail industry. Computers are used to keep track of sales and inventory, re-order stock, and study sales trends. The retail industry has been changing in the last few years, as companies compete with each other for a share of the market.
Selling on the Internet is increasing.
Equipment Sales professionals use a wide variety of equipment. It can be as simple as a pen and paper. More and more, however, people working in sales need to understand and use a growing list of tools. Even familiar tools are becoming more complicated. Tools are items we use to help us work better and more quickly.
Supplies Supplies are quite different from equipment. They are items that are used up. A receipt book is an example. It is used to record sales. One copy goes to the customer or client, one stays with the company as a record of the sale for tax and bookkeeping reasons. Supplies are re-ordered as needed.
Technology Can a sales associate work without technology? Think about what people do on the job. What technology is absolutely necessary? At the very least, retail stores need a telephone and a calculator. Fax machines and email are important to exchange information quickly. Computers do everything from keeping track of sales to asking another computer to restock inventory. Databases help to keep a record of customers’ numbers. When salespeople can’t contact a customer, they may lose a sale.
Sales associates use technology for a variety of purposes. Some of these purposes are: - keeping track of sales calculating percentages such as discounts updating inventory preparing a database of customers accessing email for company information and updates searching the internet for trends to see what the competition is up to calling customers and - other stores faxing information analyzing sales entering schedules and payroll
Calculator Basics In this section, you will be shown how to use the basic functions on a calculator. Most calculators are a lot alike, but there will be some keys that will differ. On your calculator, please look for the following basic functions. The most basic functions of a calculator include the number keys, the decimal point key, the clear keys, the function keys (+, − , x, ÷ ), and last, but not least, the equal key (=). There are 10 (0 – 9) number keys on a calculator. You must press one number at a time to enter a number into the calculator. These numbers will be displayed on the screen. If you make a mistake, you can use the clear key. Your calculator has four or more function keys. These are on every calculator ( +, − , x, ÷). Clear keys allow you to erase mistakes. Some clear functions include: - On/Clear (ON/C): press this once to turn on your calculator; after it is on, this key works as a clear key. - Clear: everything is cleared off of the display, except the memory. You may press this when you want to start over. - Clear entry (CE): this function clears only what you have just entered.
You may use this when you made a mistake in your last entry - Look on your calculator and find the above clear buttons. - A decimal point is used to separate whole numbers from decimals. You must place this between dollars and cents. - The equal key is one of the most important and basic calculator keys. This key is used to display the final answer of the equation.
Calculating Dollars and Cents There are no buttons for dollar signs or commas on calculators. A decimal point is used to separate the dollars from the cents. There is no decimal point needed for an even dollar amount. For amounts less than a dollar, you put a decimal point and then the cents. Most basic calculators leave out the ending zero when it gives you an answer. For example, if you enter 9.50, and press a function key or the equal key, the screen will show 9.5. 9.5 means $9.50.
Addition With A Calculator When you are using a calculator, you will probably have more than two numbers to add together. Simply clear the display, enter one of the numbers, press the add key, enter another number, press the add key. Do this for all the numbers you need to add up. You will notice that the subtotal is shown on your screen. You can copy this subtotal down at any time before you enter the next number. When adding on a calculator it does not matter how you enter the numbers. It will always produce the correct answer. For example, if you enter 3+4+5+6=18, or if you enter it like this 6+5+4+3=18, the answer will be the same.
Subtraction With A Calculator When using a calculator for a subtraction equation it is quite similar to using a calculator for addition. You must first clear the display, enter the number you want to subtract from, press the subtract key, enter the number to subtract, and then press the equal key.
Multiplication With A Calculator Multiplying on a calculator is very similar to adding on the calculator. You can place the numbers in any order and you will have the same answer. You press the times button (x) after each number and at the end of the equation, press the equal button (=).
Division with Calculators On your calculator you will find a division symbol. This symbol will look like this: ÷ . When dividing on a calculator, you have to enter the numbers in the correct order.
You must always begin with the number to be divided, when using your calculator.
Simple Averages on a Calculator Finding the average on a calculator takes two steps. The first step is to add up the numbers. Then you divide the total by how many numbers are in the group. The general formula is Total of the numbers [÷] How many numbers [=] Average
Decimals with a Calculator
Place Values
Rounding Decimal Numbers When multiplying and dividing, some answers may show many numbers after a decimal. When this happens, you will have to round your answer. Here are some pointers to help you round correctly. Look for the next number after the first two numbers after the decimal. if the number is 5 or more, round the number up to the next higher number. if the number is 4 or less, keep the number to the left the same. drop all the other numbers to the right.
Percents At Work Fractions, Decimals, and Percents Percents, fractions, and decimals show parts of something. 99/100 means the same as 0.99 or 99%.
Cash Registers Cash registers are used to calculate the sales total for merchandise, record and receive payments from customers for goods and services, and give correct change. There are many brands and models. An older manual cash register displays the amount charged for goods, taxes, and total. Newer cash registers are fully functional computers called Point-of-Sale (POS) terminals. They have many features, including the ability to update inventory and keep records on each customer. Most retail stores provide on-the-job training for new cashiers. The new cashier will work with, or “shadow” an experienced cashier until they are comfortable with the functions of the cash register. Some stores offer computer-based training for new cashiers.
Cash Register Terminology Tender Type: Tender type is the method of payment. It could be cash, cheque, credit, or debit card. PLU: PLU is a key on the keyboard that is programmed to do Price Look Ups. When a cashier needs to look up the price of an item for a customer, entering the product code after selecting the PLU key will bring up the price. Void: The void key on a cash register allows the cashier to remove a single item from a list of purchases or can be used to delete the entire transaction. Subtotal: Subtotal is the cost of the purchase before taxes. Total: Total is the cost of the purchase including taxes. POS: Computerized cash registers are called Point-of-Sale terminals.
Barcode A barcode is a Universal Product Code Identification Number (UPC) that is encoded by using a series of lines with different widths and spacing. The product’s barcode determines the type and cost of the product being sold. When a barcode is scanned into the computer, it will display the description of the product as well as the price. Stores can use this information to keep track of inventory. If a barcode is damaged and doesn’t scan, there is also a number at the bottom of the barcode that can be entered manually. This number will also bring up the product information and price.
Inventory Database Some retail stores have entered product information into the computer as a database. This is similar to the way customer information is stored. This inventory database can be used when there is no barcode on an item. Below is an example of how items are listed in an inventory database. Inventory is usually stored under the name of the supplier.
Parts
Customer Display The customer display is the screen that shows the customer the total of the purchase. It can also be set to display how much change the customer should receive.
Main Display The main display is what the cashier sees. It can be programmed to show date and time, what mode the cash register is in, subtotals, and totals.
Mode Switch The mode switch allows the cash register to be used in different modes. A mode key is entered into the switch to change the modes. - CAL Use the cash register as a calculator. - REG Use this mode for regular transactions. - Off To turn the cash register off. - RF To do a refund transaction. - PGM To program the keys on the keyboard, set the date and time - X Read or print the sales data without clearing the memory. - Z Read or print the sales data, then clear the memory.
Cash Drawer The cash drawer opens when the ‘total’ key on the keyboard is pressed. You will usually find 4 slots so that you can separate $50, $20, $10, and $5 dollar bills. This cash tray will lift up so that the cashier can put in checks, debit and credit card transactions, and bigger bills. Coin holders will be in front of the bill slots so that the coins can be organized and separated.
Keyboard When a cash register is purchased, it can be programmed to meet the needs of the retail establishment. The system can also be programmed to generate different reports. For example, a larger store may want a report on the total sales for each department in that store. Some of the keys that are common to most keyboards are Void, Tax, Sub-total, Total, Refund, and PLU.
Receipt When a sale is completed, a receipt will be printed. Generally, the receipt will have the store name and address, the price of the individual items, subtotal, taxes, and a total.
Cash Register Maintenance Cash registers have a printer that prints the receipts. The paper rolls have to be replaced when they run out. Ink cartridges have to be replaced when the printing on the receipt starts to fade. Instructions for changing these items can be found in the cash register manual.
Types Of Transactions There are many transactions that can be done using a cash register. Here are a few examples. - Cash transaction – The customer will be paying with cash. - Cheque, credit, or debit card – The customer will be paying either by cheque, credit, or debit card. - Split tender – The customer will be paying using a combination of cash, cheque, credit, or debit card. - Refund – The customer is returning an item and the money they paid will be returned to them, or a store credit will be given. - Void – An incorrect entry was made when the cashier was entering the information into the cash register. A void will allow that entry to be deleted. - Reports – A report can be generated throughout the day to show sales data without resetting the cash register to ‘zero’. Another report is generated at the end of the day to show sales data and then resets the cash register to ‘zero’ for the next business day.
Point-Of-Sale Terminals (POS) Point-of-sale terminals have replaced the older style cash registers in many retail stores. A wide range of models can be found in every type of retail establishment. A popular model with fast food restaurants is the touch pad system that lists menu items on the keyboard. One of the newer features of computerized cash registers are receipts that list the items by name as well as the price. The software loaded on the computerized system will determine the POS terminal’s capabilities and features.
Parts Customer Display The customer can see the total of his purchase on this screen. Monitor Displays the information the cashier is entering into the cash register. ON/OFF Button Turns the cash register on or off. Cash Drawer Contains the cash, coins, cheques, credit and debit card transactions. MSR Slot The magnetic card stripe reader is used for credit cards. When the credit card is “swiped”, the computer confirms that the card is valid, and that the credit card company accepts the customer’s purchase. Debit cards have a separate reader. Keyboard The programmable keyboard allows the cashier to enter information into the cash register. Bar Code Reader Scans the information from the products into the cash register. Receipt The receipt displays the store name and address, itemized list of the purchases, sub-total, taxes, and total.
Features
Bar Code Scanning A POS with a bar code scanner can calculate the sale then transfer the information to the store system that keeps track of inventory.
Credit Card Processing Credit cards are scanned into the POS system. The authorization number and signature line are printed on the customer credit card slip. The customer signs this slip, and the cashier places the slip in the cash drawer. The POS system also prints a receipt at the same time, which is given to the customer. Customer Data Customer information can be entered into the computer. This information can be used to inform customers of upcoming sales and special discounts. Item Quantity And Price Lookup The quantity key is used when a number of the same item is purchased. The cashier will enter the number, e.g. 6, and press the quantity key. At this point, only one item needs to be scanned or entered. Price Lookup allows the cashier to find the price of an item by scanning the bar code. Pop-ups Some POS systems have “pop-ups”, or small boxes that come up on the screen. These pop-ups ask you to do certain things before you can continue with the sales transaction. For example, a pop-up may say, “check customer signature” or, “offer extended warranty”. A pop-up also has an “OK” button that you will need to touch or click on before you can enter another item.
Processing Transactions You will need to enter a password to start a transaction on your Point-ofSale terminal. Once you have entered your user password, you are ready to process sales transactions. 1. Enter the items into the computer either by scanning using a barcode reader or by manually entering the item codes. 2. Total the sale. 3. Select the type of payment the customer will be using, make change, if it is a cash payment, the receipt will print, and you will be ready for the next transaction.
Computer Basics Computers can be found in almost every workplace. In a retail setting, these machines can be a computerized cash register or a system that runs the store’s inventory program. They can also be training tools for new employees, a system that allows you to write documents, access the Internet, and send emails. A computer is made up of hardware and software. The hardware are the parts of the machine and software are the programs that run on the computer.
Computer Hardware Central Processing Unit (CPU): the processor and the memory of the computer. Memory Chips: hold information that the computer needs to use. These chips are connected directly to the processor. Input: input is data that is entered on a computer using a keyboard and a mouse. Output: output is data that is transferred from a computer to other parts, such as a monitor or a printer. These devices allow the user to see the data. Mass Storage Device: These disks or tape drives can permanently store vast amounts of data. Storing information on disks prevents the data from being lost during a computer breakdown or power outage.
Computer Software Computer programs are software applications. There are numerous kinds of applications that allow users to complete a wide variety of tasks. The most widely used application is word processing. The most common word processors include Microsoft Word, and Libreoffice Writer. Word processors have replaced the typewriter as the way to create documents. The documents can be corrected and revised with great speed and efficiency. Other popular software found in a retail environment includes spreadsheet and database applications.
Why are Computers useful in the Retail Industry? Most cash registers today are connected to computers. They are called Point of sale terminals or POS terminals. They can provide: - Quick and accurate sales transactions - Inventory control - Price look-up and product availability
Many retailers use computers for: - E-mail - Internet browsing - Computer-based training material
How to Operate a Computer Your computer training will depend on the tasks that you are expected to do. Many companies offer in-house computer-based training for specific software applications that are only used by their company. More formal computer training may be needed if you will be working with word processors or spreadsheets.
The Internet The Internet can connect retailers and customers across great distances in a very short period of time. Whether the retail company is small or large, the Internet has proved to be a valuable tool. A home page for the business can be created on the Internet so customers have access to merchandise and services on-line. Customers are able to do banking, shopping, and even order take-out food. Internet use is increasing every day. You will need a browser to use the Internet.
Browser A browser is a computer program that allows you to access the Internet. It will display web pages, record the sites that you have visited, and allow you to bookmark a particular site for speedy access the next time. Google Chrome and Firefox are examples of browsers that are available.
Email Email is electronic mail that is sent between computer users. It is a convenient, quick way to send and receive memos, documents and other information. It can be sent to a single user or to a list of people instantly. There are many email programs for computers, for example, Microsoft Outlook and Gmail. In a retail setting, email is a convenient way for management to pass on updated information regarding upcoming sales, updated store policies, or any other general information to the sales staff. Some businesses also email information to their customers.
Email Etiquette Writing letters and using the telephone have practices that guide their use. Using ‘yours sincerely’ in a letter, or announcing your name and/or number when you answer the telephone help promote good communication between you and your co-workers or clients. Electronic mail, however, is a new form of communication. The number of new users is increasing every day. Few people are aware of appropriate practices. These practices, (often called ‘network etiquette’, or ‘netiquette’) are important because it is easy to send email messages very quickly, and not think about how a message will be received. For example, if you intend something in fun, will the humour be evident? If not, it could be quite offensive. A simple practice is the use of what are known as ‘smileys’: for example, :-), means that what you wrote is a joke. Here are some suggestions for good email etiquette: Make the subject line a headline. Good emailers summarize their message into a single subject line of no more than 5-8 words. This headline tells the story of the message, just like a newspaper headline is the lead story in a sentence.
Eliminate the middle mail. If I send you a message that asks if we can get together at a certain time, don’t respond immediately and say, “Let me check my date book and get back to you.” Reply only after you have checked your date book and can answer the question or provide the information needed by the original email. Be courteous in all email. “Flame mail” (angry messages that insult or ridicule), is now common in cyberspace. Don’t be rude, be as polite face to screen, as you would be face to face. Be careful what is said and promised. All email accounts at your work are the property of the employer, who is within his rights to read all email sent to his email accounts. Be careful what you say and to whom you say it. This is especially important for those sending messages to or receiving messages at an email address at work. If you have your own business, be careful not to promise anything that cannot be done since email is as valid as a stamped letter in a court of law. Do not send unsolicited files. There is nothing more annoying for an Internet user than to have to wait for 10 minutes while a file he didn’t ask for is downloaded.. Ask the person for permission before sending a file via email. Do not overuse fonts, colours, and clipart in email messages. The occasional word, coloured for emphasis, or simple clipart in an email message is acceptable, but when every message received from an individual looks like modern art, it’s time for a change. Use fonts, colours, and clipart sparingly. Do not respond to spam messages. Spam is the nickname given to all unsolicited commercial email messages sent to you. They have earned the name spam as a result of their “canned” appearance. If you frequently receive spam, you might be tempted to ask the spammer to remove you from the list. This is the worst thing you could do. A reply to a spam message only confirms to the spammer that your email account is valid. Instead, simply hit the delete button.
Do not use too much punctuation!!! You'll see lots of email messages where people put a dozen exclamation points at the end of a sentence for added emphasis. Exclamation points are just another way to end a sentence. If something is important, it should be pointed out in the email message. Do not use too many abbreviations. Abbreviations have become common with email. Only use abbreviations that are common to the English language, such as FYI (for your information) and BTW (by the way), and only with people who you know will understand them. Use smileys carefully. Smileys are simple strings of characters that are put in the email to show the writer's feelings. The most common example is :-). Turn your head to the left and you should see a happy face (the colon is the eyes, the dash is the nose and the parentheses is the mouth). Smileys are usually found at the end of sentences. Use them carefully, because their translations are not universal (a misinterpreted smiley could cause flame mail). Use the appropriate salutation. In a non-business situation, simply use the person’s name. You may also use “Dear” and the person’s name (e.g., “Dear Virgil” or just “Virgil”). In a business situation, use the following as a guide: If you normally address a person as Mrs./Mr./Miss/Ms. Smith then that's the way to address them in email. If you normally call them by their first name then either omit the salutation or simply use their name or “Dear” and their name. If you are unsure, then stick to the formal salutation. It's the safest bet. Use a signature to identify yourself. Since it is not possible (yet) to sign your email, users will sometimes include their name and company name at the bottom of all email messages. You will sometimes see a user's signature that contains a quote (as in “...the secret to life is that there is no secret.”) after the person's name. This has become a fairly common practice. If you choose this option, choose a quote that says something about you. Keep it short.
Continue the thread. Once you send that first email, you will probably get an answer. If you want to reply, what should you do? Do not start a new email message. This breaks the link (called a thread) between the original message, the answer, and your new response. Without the link, it can get difficult for the users on each end to follow the sequence of messages, especially after several exchanges. The correct thing to do is to click on the reply button, which is the same thing as creating a new message, but keeps the thread.
(Not so much used nowadays) Faxes A fax is a document that is transmitted across a phone line. The fax machine at one end sends the document, and a fax machine at the other end receives the document. At the sending end, a photo sensor records whether the space on the paper is black or white. It encodes this information and transmits the data over the phone line. At the receiving end, the fax machine decodes the information and a mechanism marks the paper with black dots.
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