Par cipant Handbook

Not for Sale - For Internal Circula on only

Sector
ELECTRONICS

Sub-Sector
Consumer Electronics
Occupa on
POS Machine Installa on Technician
Reference ID: ELE/Q 3203, Version 1.0
NSQF Level 4

POS Terminal Machine

Installer
 Published by

All Rights Reserved,

First Edi on, October 2016

Printed in India at

Copyright © 2016
Electronics Sector Skills Council of India
Address - 602-608, 6th Floor, Ansal Chambers-II, Bhikaji Cama Place, New Delhi - 110066
Email - info@essc-india.org
Phone - 011-46035050
Disclaimer
The informa on contained herein has been obtained from sources reliable to ESSCI. ESSCI disclaims all
warran es to the accuracy, completeness or adequacy of such informa on. ESSCI shall have no liability for
errors, omissions, or inadequacies, in the informa on contained herein, or for interpreta ons thereof.
Every effort has been made to trace the owners of the copyright material included in the book. The
publishers would be grateful for any omissions brought to their no ce for acknowledgments in future
edi ons of the book. No en ty in ESSCI shall be responsible for any loss whatsoever, sustained by any
person who relies on this material. The material in this publica on is copyrighted. No parts of this
publica on may be reproduced, stored or distributed in any form or by any means either on paper or
electronic media, unless authorized by the ESSCI.

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 Skilling is building a be er India.
If we have to move India towards
development then Skill Development
should be our mission.

Shri Narendra Modi

Prime Minister of India

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 Par cipant Handbook

Skilling Content: PARTICIPANT HANDBOOK

Job Role / Qualification Pack: ‘POS Terminal Machine Installer’ QP No. ‘ELE/Q 3203 NSQF Level 4’

30 Mar 2017
29 Mar 2019

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 POS Terminal Installer

About this Book

This Par cipant Handbook is designed training for the specific Qualifica on pack(QP).Each Na onal
Occupa onal (NOS) is covered across unit/s.
Key Learning objec ves for the specific NOS mark the beginning of the unit/s for that NOS. The symbols
used in this book are described below.

Symbols Used

Key Learning Steps Time Tips Notes Unit

Outcomes Objec ves

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 Par cipant Handbook

Acknowledgements
The need for having a standard curriculum for the Job Role based Qualifica on Packs under the
Na onal Skills Qualifica on Framework was felt necessary for achieving a uniform skill based training
manual in the form of a par cipant handbook.
I would like to take the opportunity to thank everyone who contributed in developing this handbook for
the QP POS Terminal Machine Installer. The handbook is the result of reless pursuit to develop an
effec ve tool for impar ng the Skill Based training in the most effec ve manner.
I would like to thank Sunshine Digital team and the team at the ESSCI along with the industry partners
for the reless effort in bringing the handbook in the current format.

CEO
Electronics Sector Skills Council of India

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 POS Terminal Installer

Table of Contents
S.No Modules and Units Page No

1. Introduc on 1
Unit 1.1 – Introduc on to the POS Terminal Machine and its Importance 3
Unit 1.2 – Role of a POS Terminal Machine Installer 4

2. Prepara on for Installa on (ELE/N3205) 9

Unit 2.1 – Prepara on for Installa on 11

3. Installa on of the POS machine (ELE/N3206) 17

Unit 3.1 – Installa on of the Terminal via PSTN Model Verifone 200C 19

Unit 3.2 – Installa on of the Terminal via GPRS Model Ingenico ICT220 31

Unit 3.3 – Installa on of the Terminal via Mobile GPRS Model of VX 675 40
Unit 3.4 – VOID Process 45
Unit 3.5 – Se lement of Payment 55

Unit 3.6 – Precau ons for Machine & Troubleshoo ng Process 63

Unit 3.7 – Documenta on Procedures & Record Keeping 66

4. Customer Service 85
Unit 4.1 – Customer Service 87

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1. Introduc on
UNIT 1.1 - Introduc on to the POS Terminal Machine and its
Importance
UNIT 1.2 - Role of a POS Terminal Machine Installer
 Par cipant Handbook

Key Learning Outcomes

At the end of this module, you will be able to:

1. Explain why POS terminal machines are becoming popular
2. Explain the func on of a POS terminal machine
3. Describe the role and responsibili es of a POS Terminal Machine Installer

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UNIT 1.1: Introduc on to the POS Terminal Machine and its

Importance
Unit Objec ves
At the end of this module, you will be able to:
1. Explain why POS terminal machines are becoming popular
2. Explain the func on of a POS terminal machine

1.1.1 Introduc on to the POS Terminal Machine and

its Importance
Plas c Money has been steadily becoming popular in our country as well as all over the world. With the
recent economic developments with respect to demone za on and limits on cash based transac ons,
more and more people are rapidly adop ng the use of cashless mode of money transfer. The
Government is also ac vely encouraging people to use cashless modes of money transfer for the benefit
of a transparent economy.
One of the most popular mode of cashless money transfer these days is the use of plas c money i.e. use
of hard cards such as credit cards and debit cards.

Fig.1.1: Credit card samples

These cards are issued by banks and connected to the bank accounts of the card holders. When the card
holder purchases something from a merchant, the merchant swipes or inserts the card on an electronic
card reader machine also called the 'Point of Sale (POS) Terminal Machine' special designed to take
informa on of the card, the merchant and the sale and pass on to the bank. The bank verifies the
informa on and approves the transac on and transfers the money.

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UNIT 1.2: Role of a POS Terminal Machine Installer

Unit Objec ves

At the end of this module, you will be able to:
1. Describe the role and responsibili es of a POS terminal machine Installer

1.2.1 Role of a POS Terminal Machine Installer

When a merchant wants a point of sale machine to be installed, he/ she contacts the bank, which in turn
contacts a service provider who is responsible for ensuring that the machine is delivered to the merchant
and installed as per the requirement sent by the merchant to the bank.
At the service provider's premises, the so ware is uploaded and the machine is configured by the
technical personnel, who then hands over the machine and its accessories to the POS Terminal Machine
Installer.

Fig: 1.2: Installer receiving the installa on

kit from the Service provider

The job of the POS Terminal Machine Installer is to fix an appointment with the merchant, take the
machine to the merchant's premises and install it. They will also provide a demonstra on cum training to
the merchant so that they are able to comfortably operate the machine on their own. A er successful
installa on, they will complete the relevant documenta on and take the feedback and signature of the
merchant and submit back to the office of the service provider.

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Fig.1.3: Installer fixing an appointment Fig.1.4: Installer taking necessary

with the merchant over phone documenta on and feedback

This training program will train the POS Terminal Machine Installer in all the above tasks as well as
provide inputs on best prac ces while interac ng with the customer.

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Summary

Introduc on
Ÿ People are rapidly adop ng the use of cashless mode of money transfer.
Ÿ The Government of India is encouraging people to carry out cashless transac ons for a
transparent economy.
Ÿ Popular mode of cashless transac on is the use of plas c money, i.e. credit and debit cards issued
by banks to the account holders.
Ÿ For transac ons the card holder swipes or inserts the card on an electronic card reader machine
called the 'Point of Sale (POS) Terminal Machine'
Role of a POS Terminal Machine Installer
Ÿ The POS Terminal Machine Installer collects the machine and its accessories from the service
provider of the POS Terminal Machine.
Ÿ The role of the POS Terminal Machine Installer is to fix an appointment with the merchant, and do
the following:
¡ Install the machine
¡ Provide a demonstra on cum training to the merchant
¡ Complete relevant documenta on
¡ Take the feedback and signature of the merchant and
¡ Submit the related documents to the service provider.

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Exercise

1. Answer the following:

a. What is plas c money?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
b. Explain the term “POS Terminal Machine”?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
2. Choose the correct word:
a. The merchants contact the _____________________ when they want to install a POS Terminal
Machine.
I. Service provider
ii. Bank
iii. Installer
b. The job of the installa on execu ve is to:
I. Only install and leave the premises
ii. Install, demonstrate, take feedback and necessary documents
iii. Demonstrate

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2. Prepara on for
Installa on
Unit 2.1 - Prepara on for Installa on

ELE/N3205
 Par cipant Handbook

Key Learning Outcomes

At the end of this module, you will be able to:

1. Obtain informa on about the merchant venue, contact details and type of POS terminal
machine to be installed from an authorized source
2. Iden fy different types of POS terminal machines and usage viz PSTN, Desktop GPRS and Mobile
GPRS
3. Collect all the tools and equipment required for installa on of the POS terminal machine
4. Take appointment from the merchant and reach the agreed venue with all the required
materials on me

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Unit 2.1: Prepara on for Installa on

Unit Objec ves

At the end of this module, you will be able to:
1. Obtain informa on about the merchant venue, contact details and type of POS terminal
machine to be installed from an authorized source
2. Iden fy different types of POS terminal machines and usage viz PSTN, Desktop GPRS and Mobile
GPRS
3. Collect all the tools and equipment required for installa on of the POS terminal machine
4. Take appointment from the merchant and reach the agreed venue with all the required
materials on me

2.1.1 How to Prepare for the Installa on Job?

Before ge ng ready for the task the installa on execu ve should know the following:
1. Where the installa on is required?
2. What are the things needed for installa on?
3. What are the different types of terminals?
4. What are the steps?

2.1.2 Installa on Informa on

1. Reach the support office on the specified date and me in proper official a re.
2. Greet the concern person and request for the sealed machine pack and its related documents for
installa on.

Fig.2.1: Installer at the service provider office Fig.2.2: Taking necessary documents and machine package

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3. Note down the contact details from the installa on request form.

Fig.2.3: No ng down details of the merchant

4. Call the merchant for installa on appointment and confirm your visit date and me
5. Be courteous in your call and introduce yourself properly
6. Ask the client over phone on any related queries on address/documents/ facili es required for
installa on

Fig.2.4: Call the merchant and fix an appointment

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2.1.3 Collec on of Materials for Installa on

The installa on execu ve must collect the pre-configured machine and accessories from the technical
team of the service provider. He/she must also collect the documents that he/she must fill a er the
installa on.

Fig.2.5: Machine package and necessary documents for installa on

2.1.4 Types of POS Terminals

There are three types of POS terminals:
Ÿ PSTN – needs a fixed-line phone connec on
Ÿ Desktop GPRS – needs a sim card & it's a non-movable terminal.
Ÿ Mobile GPRS – needs a sim card & an inbuilt ba ery, which can also be used as a mobile
terminal.
For a successful transac on, any POS terminal would need to connect and communicate to the issuing
and acquiring banks. There are many types of service providers which may have different working
procedures and methods.
In the proceeding chapters, we will discuss about the first three types of POS terminals
1. PSTN Model Verifone V200C
2. GPRS model Ingenico ICT220
3. Mobile GPRS Verifone VX 675
The steps of installa on are covered in the subsequent units.

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2.1.5 At the Merchant's Premises

A er obtaining the materials and informa on for the installa on the installa on execu ve must reach
the merchant premises at the specified me of the appointment.
At the merchant's premises the installa on execu ve should:
1. Be punctual and greet the merchant in a courteous and professional manner on arrival

Fig.2.6: Greet the merchant

2. Handover the sealed machine pack to the merchant

3. Open the seal in front of the merchant and show the machine before star ng the installa on
process.

Fig.2.7: Open the package in front of the merchant

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Summary

Prepara on for installa on

Ÿ The POS Terminal Machine Installer should be aware of the following:
¡ Place of installa on
¡ Materials/Accessories required for installa on
¡ Different types of terminals
¡ Installa ons process
Ÿ For the Installa on informa on, they should:
¡ Reach the support office mely and in formal a re
¡ Greet the concerned person and request for the packed machine and its accessories.
¡ Note down the contact details from the installa on request form.
¡ Call the merchant for installa on appointment and confirm your visit date and me
¡ Be courteous and introduce yourself on call.
¡ For any related queries on address/documents/ facili es required for installa on, ask the
merchant over phone.
Ÿ Collec on of materials for installa on
¡ Collect the pre-configured machine and accessories from the technical team of the service
provider.
¡ Collect the forms to be filled post-installa on of the POS terminal machine.
Ÿ Types of POS terminals:
¡ PSTN – needs a fixed-line phone connec on
¡ Desktop GPRS – needs a sim card & it's a non-movable terminal.
¡ Mobile GPRS – needs a sim card & an inbuilt ba ery, which can also be used as a mobile
terminal.
Ÿ Various service providers.
Ÿ Different working procedures and methods.
Ÿ At the merchant's premises the installa on execu ve should:

¡ Be punctual and courteous

¡ Handover the packed POS Terminal Machine and accessories to the merchant
¡ Open the seal in front of the merchant and display the machine before star ng the
installa on process.

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Exercise

1. Answer the following:

a. List the points of what the installa on execu ve should know before going out to the field for
installa on:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
b. What are the 3 different types of POS terminals?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________

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3. Installa on of the POS
Terminal Machine
UNIT 3.1 - Installa on of the terminal via PSTN Model Verifone
200C
UNIT 3.2 - Installa on of the Terminal via GPRS Model Ingenico
ICT220
UNIT 3.3 - Installa on of the Terminal via Mobile GPRS Model of
VX 675
UNIT 3.4 - VOID Process
UNIT 3.5 - Se lement of Payment
UNIT 3.6 - Precau ons for Machine & Trouble Shoo ng
UNIT 3.7 - Documenta on Procedures & Record-Keeping

ELE/N3206
 Par cipant Handbook

Key Learning Outcomes

At the end of this module, you will be able to:

1. Verify the seal of the POS terminal machine box as well as the contents in front of the merchant
2. Connect the POS Terminal Machine correctly as per the type of machine while taking all due
precau ons
3. Check if the POS terminal machine is connected and working
4. Demonstrate how to apply VOID op on for Credit card only
5. Do se lement of payments at the end of day
6. Prac ce safety measures while connec ng and using the POS terminal
7. Troubleshoot connec ng and detec ng problems
8. Do documenta on process for Installa on Cer ficates, Customer Service report forms etc.

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UNIT 3.1: Installa on of the Terminal via PSTN Model

Verifone 200C

Unit Objec ves

At the end of this module, you will be able to:
1. Install terminal via PSTN of model Verifone 200C in the merchant's premise
2. Demonstrate and show how to start using the terminal to the merchants
3. Generate sale print-slip

3.1.1. Installa on – PSTN Model Verifone 200C

Step 1
Open the box; it should contain the following items:

Fig.3.1: Items inside the package of PSTN Model - Verifone 200C

1. 1 telephone connec on wire

2. 1 Adapter which would be connected to the modem from the terminal
3. Terminal
4. 3 paper rolls as shown in figure above

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Step 2
Plug in the adapter into the electrical board.

Fig.3.2: Plugging the Adapter into the electrical board

Note: Inform the merchants that they should not use the adapter for mobile charging or for any other
purpose.

Step 3
Look at the back side of the terminal, there is a flap cover on it.

Fig.3.3: The back side of the Terminal

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Open the flap cover carefully by pushing the clip upwards.

Fig.3.4: Opening the back flap of the terminal

Note: There are two points in the flap cover which locks the main terminal once it is inserted correctly,
and it might get broken and result in loss or damage of the en re terminal if it is inserted wrongly

Step 4
On the back of the main terminal, inside the flap cover, you will find the serial number and barcode of
the device.

Fig.3.5: Barcode inside the terminal

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You will find five ports inside the device (port 1, 2, 3, 4, 5) having different func ons.

Fig.3.6: Different types of Ports inside the Terminal

For installa on, you will need the following ports:

1. The charging point which has a charging mark on it.

Fig.3.7: The charging port with a charging mark inside

the terminal

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2. The telephone port on the extreme le which has a telephone mark on it. The three other ports
for the technical team to use.

Fig.3.8: The telephone port with a telephone mark inside the terminal

Note: Do not connect or insert into any other device.

Step 5
Take the charger and insert into the charging port.
Keep the terminal aside as it will take some me to switch on the device.

Fig.3.9: Plugging in the charger point

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Step 6
Switch on the device
Connect the telephone line at the connec on port of the telephone
Keep in mind that when you connect the PSTN line, a phone call goes to the bank server. Therefore, it
is necessary to check the working condi on and connec on of the telephone.
Dial the respec ve number to call the respec ve bank.
Example: In the picture below a call is made to the Axis Bank at 011-44284428

Fig.3.10: A connected telephone

You will hear a ringing tone followed by a fax tone (beep sound) as this is a server-based connec on.
Ensure that the landline has STD facili es ac vated; if not then kindly ask the merchant to get it
ac vated.
A er establishing the telephone connec on, find a spli er device which helps to connect telephone
and POS terminal parallely another device where telephone can be connected.

fig 3.11: A spillter which split the telephone line into parralel line.

NOTE: This spilter need to bring by the merchant itself.

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Step 7
The wire from the phone port should be connected into the telephone port on the back of the
terminal.

Fig.3.12: Connec ng into the telephone port

Fig.3.13: Connect wires into the telephone port

Note: At the end, the whole process should look like the picture below. The wires should be inserted
correctly into the adaptor port and the telephone port respec vely.

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Step 8
To open the flap cover, push the lock upwards and the cover opens with a clicking sound.

Fig.3.14: Opening the flap cover Fig.3.15: Opening the lock

Step 9
Place the given roll inside the device and leave a small por on of paper outside the flap cover. Lock
the cover; clicking sound ensures that it has been closed correctly.

Fig.3.16: Placing the roll Fig.3.17: Device ready to use

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3.1.2. Start using the Terminal- Demonstra on

For the demonstra on, you will be given a test card. you will need the sample test card to swipe and see
how it works.

Fig.3.18: Sample Test Card

Step 1
Switch on the terminal (Model 200C), when the terminal is switched on, the first thing it shows in the
screen is the amount.

Fig.3.19: Start screen image of Model Verifone 200C

Note: It should be noted that, every different model might have different star ng point.

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Step 2
Insert sales amount, for e.g. Rs.11.11 paise.

Fig.3.20: Screen image a er inser ng the amount

Step 3
Press the “Green” bu on on the terminal, and a
m e s s a ge w i l l b e d i s p l aye d o n t h e s c re e n
“SWIPE/INSERT CARD”.
Swipe the Test Card on the machine.
Note: Remember the black strip on the card should
always face the machine.

Step 4
A er swiping of the card, new screen will appear as
"ENTER PIN”
Customer needs to enter the pin & then press the
green bu on again for further process.

Fig.3.21: Swipe the card with the BLACK

strip facing towards the terminal

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Step 5
Wait for “PLEASE WAIT” message on the screen and it will automa cally get “CONNECTED” and
“APPROVED” therea er.

Fig.3.22: Screen images while connec ng to the service

provider

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Step 6
A er the approval as discussed in Step 4, the Merchant’s copy gets printed immediately, and a
message for op ons to print on the screen gets displayed.

Fig.3.23: Print slip a er the approval

If the customer does not need the “Customer Copy”, press the
“Op on 2”, and the machine will not print.
If the customer needs the “Customer Copy”, press “Op on 1”
for the print
Step 7
The “Customer's Copy” should be given to the customer and
the “Merchant's Copy” should be kept with the merchant.

Fig.3.24: Sample of Merchant's

and Customer's copy

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UNIT 3.2: Installa on of the Terminal via Desktop GPRS Model

Ingenico ICT220

Unit Objec ves

At the end of this module, you will be able to:
1. Install terminal via desktop GPRS Model Ingenico ICT220 in the merchant's premises
2. Insert SIM card into the machine
3. Operate and swipe cards to receive payment
4. Read and understand screen display prompts
5. Know and determine usage of the GREEN and RED bu ons

3.2.1 Installa on - Desktop GPRS Model Ingenico ICT220

Step 1
Connect the adapter into the electrical outlet

Fig.3.25: Desktop GPRS Model Ingenico ICT220 Fig.3.26: Connec ng the Adapter
machine kit for installa on

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Step 2
Turn back the machine to find two flap covers.
This is a GPRS enabled machine so you will find a SIM slot inside with a serial number and the
machine's model number with a barcode.

Fig.3.27: Inser ng the SIM card into the terminal

Note: This will be needed during the documenta on process.

Step 3
Open the second flap carefully by gently pushing the locks upwards

Fig.3.28: Opening the second back flap of the terminal

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There will be many ports inside, of which the basic use will be only the adapter port.

Fig.3.29: The Adapter port

Note: The other ports will be required only when there is a technical problem.

Step 4
Connect the adapter line into the adapter port.

Fig.3.30: Inser ng the Adapter point

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A er the connec on is placed you should hear a BEEP sound which confirms the connec on and
then it will connect with the network.

Connecting
Network

Fig.3.31: Screen image of connec ng to the service provider

Note: Make sure to check the availability of the networks, e.g. Vodafone. Airtel, IDEA, Reliance, etc.

Step 5
A er the connec on is established, the screen will display “SWIPE CARD”, DATE, & TIME op ons and
NETWORK”.

Sale

Fig.3.32: Screen image of “SWIPE CARD” prompt

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3.2.2. Swipe the Card to Receive Payment

Step 1
Swipe the card ver cally from the right side of the machine, ensuring the black strip of the card faces
towards the machine.

Fig.3.33: Swipe the card with the BLACK strip facing towards the terminal

PAN number gets displayed on the screen of the machine which is supposedly the number of the
card.

PAN/Card
Number

Fig.3.34: Screen image of PAN card display

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Step 2
The machine will display “Sale” and ask the
merchant to “Enter the Sale Amount”.

Enter Amount

Fig.3.35: Screen image of “Enter Sale Amount” prompt

Enter the exact sales amount and press the

“Green” Bu on to connect.

Fig.3.36: Press “Green” bu on

Then wait for the machine to connect to the

host server.

Fig.3.37: “Receiving” Screen image

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Step 3
A er swiping of the card, new screen will
appear as "ENTER PIN”
Customer needs to enter the pin & then press
the green bu on again for further process.

Fig.3.38: “Approved” screen image

Step 4
The machine will receive approval from the
s e r ve r a n d w i l l d i s p l ay a m e s s a g e
“APPROVED”.

Fig.3.39: Display a message “APPROVED”

The machine will display “Sale Prin ng Merchant Copy” and start prin ng.

Printing

Fig.3.40: Screen image of “SALE” and print slip

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Step 5
The machine will ask to whether to print “Customer Copy” or not by asking “Yes” or “No”.

Printing

Fig.3.41: Screen image of Customer copy- YES or NO prompt

Press “Green” bu on on the machine to print and “Red” bu on to avoid prin ng.

Fig.3.42: Press Green for YES and Red for NO

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The customer/cardholder copy gets printed.

MID no: Merchant Iden fica on Number
TID no: Terminal Iden fica on Number

Fig.3.43: Merchant's MID and TID numbers

Note: The details of the transac on gets printed on both the copies, the details include: Date, me, MID
no., TID no., Batch no., and Invoice no.
The “Merchant Copy” should be withheld with the merchant and the “Customer Copy/Cardholder Copy”
should be handed over to the customer.

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UNIT 3.3: Installa on of the Terminal via Mobile GPRS Model

of VX 675
Unit Objec ves
At the end of this module, you will be able to:
1. Install the terminal via Mobile GPRS model of VX 675 in the merchant's premise
2. Operate the device for transac ons
3. Read and understand screen display prompts
4. Know and determine usage of the GREEN and RED bu ons

3.3.1 Installa on of the Terminal via Mobile GPRS

Model of VX 675
This is a portable device with in-built ba ery in the terminal which is chargeable. It is used at petrol
pumps, online shopping delivery team because it is a handy tool and can be used in a similar manner as a
mobile phone. The ba ery and sim card is installed in the backside of the device. The cover is locked in
posi on with the help of a screw. The s cker placed below the screw is printed with machine's serial
number. A charging port is present at the side of the device. Ensure to tell the merchant that it should be
charged for about 5-6 hours before using it for the first me.
The basic working of the device is as follows:
Step 1. To switch on the device, long press the green bu on. The screen is illuminated a er few seconds.

Fig.3.44: Switch on the device

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Step 2. As this device is ba ery operated, it goes on standby mode when you are using it and the me
frame for the same is 10 minutes. To retreat the device from standby mode, press the green bu on once.

Fig.3.45: Standby mode

Step 3. When the device is switched on, the screen shows ba ery op on on the top right and top le
shows the signal strength.

Fig.3.46: Signal strength

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Step 4. To charge the device plug in the charger in the charging port on the side of the device. As soon as
it is plugged in, the percentage ba ery sign changes to charging op on.

Fig.3.47: Percentage ba ery sign and charging op on

Step 5. To switch off the device, long press the red bu on; you will hear the con nuous beep-beep
sound from the device.

Fig.3.48: Switch off the device

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Step 6. The menu op ons appear as soon as the device is switched on.

Fig.3.49: Menu op ons

Step 7. Swipe the card towards right side of the machine.

Fig.3.50: Swipe the card

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Step 8.
A er swiping of the card, new screen will appear as "ENTER PIN”
Customer needs to enter the pin & then press the green bu on again for further process.

Step 9. A er swiping, the device asks to enter the amount. Press the green bu on a er entering the
amount to process the payment.

Fig.3.51: Entering the amount

Step 10. The device prints the receipt and asks for prin ng a customer copy.

Fig.3.52: Prin ng a customer copy

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UNIT 3.4: VOID Process

Unit Objec ves

At the end of this module, you will be able to:
1. Cancel transac on and use the VOID op on
2. Select the cards op on in the screen prompt i.e. CREDIT/AMEX
3. Read and enter invoice number of the VOID transac on
4. Take print slip for record keeping

NOTE: Void op on is only valid on credit card transac on & not valid on other transac on

3.4.1 VOID Process for Verifone 200C

Step 1. Click the hash (#) bu on which flashes the menu on the screen with the second op on as Void.

Fig.3.53: Menu for void

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Step 2. Click 2 to select the op on. Now click the green bu on to process the request. A ques on with the
op ons of credit/amex card flashes on the screen, select whichever is applicable.

Fig.3.54: Se lement successful

Step 3. Then, the device asks for invoice number. Enter the invoice number and press the green bu on.
The details of transac on appear on the screen; press green bu on to confirm.

Fig.3.55: Selec on of host

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Step 4. A er the device connects to the server, the report gets printed and the screen shows the
message of approval.

Fig.3.56: Entering the invoice number

Step 5. The device asks for the Merchant and Customer copy to be printed; select whichever is
applicable.

Fig.3.57: Transac on details

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Step 6. The screen menu returns to the sale screen.

Fig.3.58: Approval of void transac on

3.4.2 VOID Process for Ingenico ICT220

Step 1. Press “Green” bu on to go back to the

menu and scroll up and down to select
“Void” from the op ons

Fig.3.59: Screen image of “VOID” op on

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Step 2. Press “Green” bu on to confirm the selected op on

Step 3. Scroll and select CREDIT or AMEX op on, whichever is applicable

Fig.3.60: Screen image to select type of credit card

Step 4. Enter the Invoice no. printed on the Merchant's Copy

Enter Invoice

Fig.3.61: Screen image to enter the invoice number

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Step 5. The PAN/Card no. from which the

transac on was done gets displayed on
the screen

Fig.3.62: Screen image of the PAN card number of the

transacted bill

Step 6. Press the “Green” bu on to display the

transacted amount on the screen

Fig.3.63: Press “Green” bu on to view the transacted amount

Step 7. Confirm the amount by pressing the

“Green bu on” to proceed Void steps
or press “Red” bu on to cancel

Fig.3.64: Screen image shows the transacted amount

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Step 8. A er confirma on the transac on needs to get approved by the server, and the Merchant and
Customer copy gets printed

PRINTING.

Fig.3.65: Screen image shows prin ng of merchant and customer copy

Step 9. Press “Red” bu on to come back to the “Sales” menu

Fig.3.66: Press “Red” bu on to go back to sales menu

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3.4.3 VOID Process for Model VX 675

Step 1
The screen shows the menu with sales, se lement and void. Press top second bu on to navigate to
the third op on of void; press green bu on.

Fig.3.67: Menu for void

Step 2
Select credit/debit, whichever applicable, and press green bu on.

Fig.3.68: Void menu

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Step 3
Enter the invoice number and green bu on to process the request.

Fig.3.69: Entering the invoice number

Step 4
The transac on detail appears, press the green bu on.

Fig.3.70: Transac on details

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Step 5
The merchant copy and the customer copy gets printed. The screen returns to the previous screen
with menu op ons.

Fig.3.71: Merchant copy customer copy

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UNIT 3.5: Se lement of Payment

Unit Objec ves

At the end of this module, you will be able to:
1. Close payment se lements at the end of the day
2. Take out print slip of the day's transac on

3.5.1 Se lement of Payment Ingenico VX675

Step 1.
To close the sales account, the merchant needs to se le all the transac ons at the end of the day

Step 2.
Press “Green” bu on on the machine for se lement

Fig.3.72: Press “Green” bu on for se lement

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Step 3.
Use the up and down key on the machine to scroll and select “Se le All” from the menu

ADJUST

Fig.3.73: Press “SETTLE ALL” bu on

Step 4.
Press “Green” bu on the machine to confirm selec on

Fig.3.74: Press “Green” bu on to confirm

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Step 5.
Press “OK(Green)“ bu on to print se lement or to cancel print press “Stop(Red)” bu on

Step 6.
A detailed summary receipt of the overall transac ons done by the merchant in a day gets printed

Fig.3.75: Sample print slip of the whole day's transac on- se lement

Step 7.
The screen will display debit/credit batch empty to confirm full and final se lement of the
transac ons

ADJUST

Fig.3.76: Screen image for confirma on of “Se le All”

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Step 8.
Press “Red” bu on to go back to “Sales” menu

Fig.3.77: Press “Red” bu on to go back to sales

3.5.2 Se lement of Payment Verifone 200C

Step 1.
Click the hash (#) bu on which flashes the menu on the screen with the first op on as Se lement.

Fig.3.78: Menu for se lement

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Step 2. Click 1 to select the op on. Now click the green bu on to process the request. A ques on with
se lement of all hosts flashes on the screen; Click 1 for the same.

Fig.3.79: Se le all hosts

Step 3. For the detailed report, press the green bo on. The device connects to the server and the
request is processed.

Fig.3.80: Detailed report required

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Step 4. A er the device connects to the server, the report gets printed and the screen shows the
message of “successful” followed by “batch empty” message and details.

Fig.3.81: Device connected to the server

Note: The process gets completed only when the se lement is successful.

Step 5. The screen menu returns to the sale screen.

If there is any communica on error while transac ng or connec ng then the merchant needs to contact
the technical team.
Note: It is very important to reconcile the day's se lement every evening. If they do not do it mely it
may hamper the next day's se lement.

Fig.3.82: Se lement successful

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3.5.3 Se lement of Payment Verifone VX 675

Step 1. The screen shows the menu with sales, se lement and void. Press top second bu on to navigate
to the second op on of se lement; press bu on number 2.

Fig.3.83: Op on of se lement

Step 2. The screen asks to se le all hosts, press whichever applicable.

Fig.3.84: Se le all hosts

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Step 3. Press 1 for detailed report. The report gets printed.

Fig.3.85: Report printing

Step 4. Press 1 to process the se lement and the confirma on flashes over the screen. The screen
returns to the previous screen with menu op ons.

Fig.3.86: Connec ng the charger

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UNIT 3.6: Precau ons for Machine & Trouble Shoo ng

Unit Objec ves

At the end of this module, you will be able to:
1. Prac ce safety measures while connec ng and using the POS terminal
2. Troubleshoot connec ng and detec ng problems

3.6.1 Precau ons for Machine

Step 1. Avoid contact with water.
Step 2. Wire should not be stretched and should come out from the top of the machine.

Fig.3.87: Do not stretch the wire and it should come

out from the top of the machine.

Step 3. Place the upper and lower panel properly.

Fig.3.88: Properly place the lower and upper panel

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Step 4. Machine should be kept on a clean and

dry place.
Step 5. Adapters should be ghtly connected to
the electric board.

Fig.3.89: Place the machine in a clean and dry place

3.6.2 Troubleshoo ng Process

Step 1. Card should be properly swiped for
detec on

Fig.3.90: Swipe the card properly for detec on

Step 2. Network should be proper for good

connec vity.

SUDHARSHAN GARME

Fig.3.91: Check the network connec vity

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The merchant's applica on form duly filled along with the following details:
Step 1. Name of the Merchant and proprietor/legal heir of the establishment.
Step 2. Iden ty proofs, address proofs, business establishment proofs/licenses etc.
Step 3. Duly signed and stamped in the designated space given in the form.
Note: Stamped form along with the visi ng card is compulsory to be submi ed.

Fig.3.92: Installa on execu ve guiding the merchants to fill the forms

Step 4. Note down the device number found inside the back of the terminal as shown in Step 4 while
installing the Terminal.

Fig.3.93: Device number

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UNIT 3.7: Documenta on Procedures & Record-Keeping

Unit Objec ves

At the end of this module, you will be able to:
1. Do documenta on process for Installa on Cer ficates, Customer Service report forms etc.
2. Know the purpose of each and every column in the forms
3. Collect customer ID proofs, licenses of establishments, ADHAAR, PAN card from the customer
4. Note device numbers, SSCN number of ba ery
5. Locate and note MID and TID numbers from the print slip
6. Keep all collected documents in a safe place for recordkeeping

3.7.1 Documenta on Procedures

Step 1.
While installing the machine, the following documenta on needs to be done before leaving their
premises.

Fig.3.94: Forms for documenta on process

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Step 6. Note down the MID number and the TID number
The MID number is the merchant number given by the respec ve bank which can be found in the printed
receipt..
Step 7. Handover the Original Merchant's copy to them for safekeeping and records.
Two types of cer ficates have to be filled - Installa on Cer ficate and Customer Service
Report

Fig.3.95: Installa on Report and Customer Service report

Ÿ Installa on Cer ficate should be filled and brought back

Ÿ Customer Service Report should be handed over to the customer

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3.7.2 Procedures for filling up Installa on Cer ficate

1. Fill in the “Terminal Date”, i.e. the date on the machine

Fig.3.96: Installa on report form

2. Fill in the “Terminal Time”, i.e. the me on the

machine

Fig.3.97: Space for Terminal date

3. Fill in the “Date” and “Time” of service on

the form

Fig.3.98: Space for Terminal me

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4. Fill in the name of the Bank providing the

server

Fig.3.99: Space for bank name

5. Duly fill in the Merchant's full name and

detailed address for installing the machine

Fig.3.100: Space for Merchant's name and address

6. Fill in the details of the machine: Type, serial

no., assessory type, assessory serial no.,
and no. of ba eries, their SSCN number

Fig.3.101: Space for machine Type, serial no., assessory

type, assessory serial no., and no. Of ba eries,
their SSCN number

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Example:
Assessor y type: Ba ery
Assessor y serial no: Serial no. of the ba ery
7. Men on the distance in kilometers from the SSD

Fig.3.102: Space for distance in KMs in SSD

Note: Solid State Drive (SSD)

8. Clearly note down the name of the contact person and phone numbers

Fig.3.103: Space for contact person details

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9. Write down the name of the proprietor,

address, and phone number

Fig.3.104: Space to write down the name of the proprietor,

address, and phone number

10. Note down the name of any other Bank

who is also providing machine to the
merchant

Fig.3.105: Space to write down any other Bank who is also

providing machine

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11. Men on the total number of person being demonstrated for the training process
12. Fill in the Technical Owner, MID and TID no., and test batch no./amount from the document
provided
Note: Inform the merchant that the MID number is like an iden ty number for the merchant and
it is mandatory to provide the MID number every me they need to contact the customer care of
the bank, otherwise they will not be able to assist the merchant.
The TID number is of the terminal which can also be found in the slip.

Fig.3.106: Space to write down the name of terminal owner Fig.3.107: Space to enter the technical owner,
MID and TID numbers

13. Enter five transac on amounts provided in the document

Fig.3.108: Space to enter the transac on amounts

men oned in the document

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14. Please note down the types of training provided, e.g. sale, se lement, void, etc.

Fig.3.109: Space to men on the types of training &

demonstra on provided

15. Men on any remarks, if any

Fig. 3.110: Space for any remarks and observa on

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16. Request the merchant to confirm proper installa on and training by filling in the following
details:
a. Name
b. Date and Time of installa on
and training
c. Signature
d. Company seal

Fig.3.111: Space for signature and Company seal

17. Note down the number of paper rolls delivered

3.7.3 Procedures for Filling Up Customer Service Report

Step 1. Insert a carbon copy under the form for keeping a record

Fig.3.112: Insert carbon copy for record keeping

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Step 2. Note down the Merchant's Name, Address, Loca on, and Repor ng Date and Time

Fig.3.113: Space to write down the Merchant's Name, Address, Loca on and repor ng date and me

Step 3. Men on the Region, Sub-Region, Client, Model no., Tr.No., and ACC no.

Fig.3.114: Space to men on the Region, Sub-Region, Client,

Model no., Tr.No., and Account number

Step 4. Fill in the Call Complaint Details as “Installa on” in case of training

Fig.3.115: Space for complaint details

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Step 5. Write down the name of the person printed

on the customer service report

Fig.3.116: Space to write the person printed on the

customer service report

Step 6. Handover the User Manual to the

client/merchant, and ck on the respec ve box on
the form

Fig.3.117: Tick the box a er handing over the User manual

Step 7. Men on remarks, if any

Fig.3.118: Remarks sec on

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Step 8. Request the merchant to fill in the name and sign

Fig.3.119: Space for the Merchant's detail

Step 9. Write down the Parameter Details, Applica on no., MID no., TID no.

Fig.3.120: space to write down the Parameter Details, Applica on no., MID and TID numbers

Step 10. Ask the client to give feedback for your service by cking the following op ons on the form as
per choice—poor, sa sfactory, good and very good

Fig.3.121: Space for the merchant's ra ng for the services received

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Step 11. Give the master copy to the merchant and keep the carbon copy with you for future reference
and record
Step 12. Request for a visi ng card/any ID proof including PAN card, Aadhar Card, etc. of the client for
iden fica on record

Step 13. Keep a record of all the five prints of the demo transac ons

Fig.3.122: Demo transac on prints for record keeping

Note: Staple and document all the papers in one file for each merchant and keep for future record

Fig.3.123: All documents stapled and kept in a safe place for future

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Summary

Installa on of the terminal via PSTN model Verifone 200C

Ÿ The installa on box should contain the following items - telephone connec on wire, an adapter, 3
Ÿ paper rolls.
Ÿ Plug in the adapter carefully
Ÿ Connect the charger into the charging port
Ÿ The terminal will take some me to switch on the device
Ÿ Switch on the device
Ÿ Check telephone line connec on by dialling the respec ve bank
Ÿ Connect the telephone port on the back of the terminal
Ÿ Switch on the terminal (Model V 200C)
Ÿ Insert sales amount
Ÿ Press the “Green” bu on on the terminal and the Swipe the Test Card on the machine
Ÿ Enter the "PIN" & again press green bu on
Ÿ Wait for an “APPROVED” message on the screen
Ÿ A er the approval, the Merchant's Copy gets printed
Ÿ Select the day's sale every evening
Installa on of the terminal via GPRS Model ingenico ICT220
Ÿ Connect the adapter into the electrical outlet
Ÿ Turn back the machine to find two flap covers
Ÿ Find the SIM slot inside the machine with a serial number and the machine's model number with
a barcode.
Ÿ Open the second flap carefully by gently pushing the locks upwards
Ÿ Connect the adapter to the adapter port
Ÿ A BEEP sound confirms the connec on
Ÿ Make sure to check the availability of the networks and ensure the network connec vity is strong.
Installa on of the terminal via GPRS Model Verifone VX675
Ÿ The ba ery and sim card is installed in the backside of the device.
Ÿ The s cker placed below the screw is printed with machine's serial number.
Ÿ A charging port is present at the side of the device.
Ÿ The ba ery should be charged for about 5-6 hours before using it for the first me.
Ÿ Press the green bu on to switch on the device.
Ÿ Retreat the device from standby mode, press the green bu on once.
Ÿ The screen shows ba ery op on on the top right and top le shows the signal strength when the
device is switched on.
Ÿ Charge the device by plugging in the charger in the charging port.
Ÿ The percentage ba ery sign changes to charging op on as soon as it is plugged in.
Ÿ Switch off the device by pressing the red bu on.
Ÿ Menu op ons appear as soon as the device is switched on.
Ÿ Swipe the card towards right side of the machine.
Ÿ A er swiping of the card, new screen will appear as "ENTER PIN”
Ÿ Customer needs to enter the pin & then press the green bu on again for further process.
Ÿ Enter the amount and press the green bu on to process the payment.
Ÿ The device prints the receipt and asks for prin ng a customer copy.

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Swipe the card to receive payment

Ÿ Swipe the card properly on the machine
Ÿ PAN/Card number gets displayed on the screen of the machine
Ÿ The machine displays “Enter Sale Amount”
Ÿ Enter the exact sales amount and press the Green Bu on to connect
Ÿ Receives approval from the server and displays an “APPROVED” message
Ÿ The machine prints “Merchant Copy”
Ÿ The machine will display op ons for prin ng “Customer Copy”
Ÿ Press “Green” bu on to print and “Red” bu on to avoid prin ng customer/cardholder copy
VOID Process
Ÿ Press “Green” bu on to go back to the menu and scroll up and down to select “Void” from the
op ons
Ÿ Press “Green” bu on to confirm the selected op on
Ÿ Scroll and select CREDIT or AMEX op on, whichever is applicable
Ÿ Enter the Invoice no. printed on the Merchant's Copy
Ÿ Press the “Green” bu on to display the transacted amount
Ÿ Confirm the amount by pressing the “Green bu on” to proceed Void steps or press “Red” bu on
Ÿ to cancel
Ÿ The transac on gets approval by the server, and the Merchant and Customer copy gets printed
Se lement of payment
Ÿ Press “Green” bu on on the machine for se lement
Ÿ Use the up and down key on the machine to scroll and select “Select All” from the menu
Ÿ Press “Green” bu on on the machine to confirm selec on
Ÿ Press “Green“ bu on to print se lement or “Red” bu on to cancel print
Ÿ The screen will display debit/credit batch empty to confirm full and final se lement of the
transac ons
Precau ons for Machine
Ÿ Avoid contact with water
Ÿ Wire should not be stretched and should come out from the top of the machine.
Ÿ Place the upper and lower panel properly.
Ÿ Machine should be kept on a clean and dry place
Ÿ Adapters should be ghtly connected to the electric board.
Troubleshoo ng Process
Ÿ Card should be properly swiped for detec on
Ÿ Network should be proper for good connec vity.

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Documenta on Procedures
Ÿ The merchant's applica on form duly filled
Ÿ Handover the original copy to the merchant
Ÿ Two types of cer ficates must be filled— Installa on Cer ficate and Customer Service Report
Ÿ Installa on Cer ficate should be filled and brought back
Ÿ Customer Service Report should be handed over to the merchant

Procedures for filling up Installa on Cer ficate

Ÿ Fill in “Terminal Date & Time”, and “Date & Time of Service” on the form
Ÿ Fill in the name of the Bank providing the server
Ÿ Duly fill in the Merchant's full name and detailed address for installing the machine
Ÿ Fill in the details of the machine: Type, serial no., assessor y type, assessor y serial no., and no. of
Ÿ ba eries, their SSCN number
Ÿ Men on the distance in kilometers from the SSD
Ÿ Write down the name of the proprietor, address, and phone number
Ÿ Note down the name of any other Bank who is also providing machine to the merchant
Ÿ Menon the total number of person being demonstrated for the training process
Ÿ Fill in the Technical Owner, MID and TID no., and test batch no./amount from the document
provided

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Exercise

1. Answer the following:

a. How would you compare the differences of installa on between a PSTN and a GPRS based
terminal?

PSTN terminal GPRS terminal

b. List 5 important precau onary measures while handling a POS terminal

1. __________________________________________________________________________
2. __________________________________________________________________________
3. __________________________________________________________________________
4. __________________________________________________________________________
5. __________________________________________________________________________
c. Give the full form of the following:
1. MID number
2. TID number
3. SSD
d. List any 3 documents needed as proof of establishment from the merchant while installing the
terminal:
1. __________________________________________________________________________
2. __________________________________________________________________________
3. __________________________________________________________________________
e. How would you take a customer service report?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________

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2. Chose the correct answer:

a. A PSTN Model V 200C connec on is a :
i. Desk-based terminal
ii. Phone-based terminal
b. A GPRS based terminal requires only :
I. One port
ii. Two ports
iii. All the ports inside the terminal

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Unit 4.1- Customer Service
 Par cipant Handbook

Key Learning Outcomes

At the end of this module, you will be able to:

1. Demonstrate best prac ces for good customer service
2. A end and answer customer queries and doubts
3. Take feedback from the customers

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Unit 4.1: Customer Service

Unit Objec ves

At the end of this module, you will be able to:
1. Demonstrate best prac ces for good customer service
2. A end and answer customer queries and doubts
3. Take feedback from the customers

4.1.1 Best Prac ces for Good Customer Service

1. Ensure that an appointment is taken from the

merchant before going to the merchant's
premises

Fig. 4.1: Installa on execu ve making an appointment

with the merchant before proceeding to the site.

2. Ensure that the sealed POS terminal box along

with relevant documents have been collected
3. Be courteous in your call and introduce
yourself properly
4. Ask the client over phone on any related
queries on address/documents/ facili es
required for installa on

Fig.4.2: Installa on execu ve talking to the client over phone

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5. Be smartly dressed
6. Reach the venue where the installa on has to be done at least 5 mins before the appointment
me as there may be some security or recep on related formali es to be done
7. Greet the merchant in a courteous and professional manner on arrival

Fig. 4.3: Installa on execu ve gree ng the merchant

8. Handover the sealed machine pack to the merchant so that the merchant can be sa sfied with its
condi on Open the seal in front of the merchant and show the machine

Fig.4.4: Installa on execu ve opening the machine package in

front of the merchant

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9. Conduct the demonstra on in a pace and manner that the merchant staff can follow comfortably
10. Ask the merchant staff if they have any queries regarding the demonstra on

Fig.4.5: Installa on execu ve a ending to the merchant's

queries during demonstra on

11. Inform the operators that for any further assistance they can contact the customer care no. during
the men oned mings at the side of the machine

Fig.4.6: Installa on execu ve showing where to locate

the customer care numbers in the terminal

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12. Make sure to take the customers feedback

13. While taking leave greet and bid good bye to the merchant in a courteous manner

Fig.4.7: Installa on execu ve taking leave of the merchant's

premises a er finishing the task.

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Summary

Best Prac ces for Good Customer Service

Ÿ Ensure to take an appointment before going to the merchant's premises
Ÿ Collect a sealed POS terminal box along with relevant documents
Ÿ Be courteous in your call and introduce yourself properly
Ÿ Ask the client over phone on any related queries for installa on
Ÿ Be smartly dressed
Ÿ Reach the venue at least prior 5 mins the appointment me
Ÿ Greet the merchant in a courteous and professional manner on arrival
Ÿ Handover the sealed machine pack to the merchant
Ÿ Open the seal of the pack in front of the merchant
Ÿ Conduct the demonstra on in a pace and manner that the merchant staff can follow comfortably
Ÿ Ask the merchant staff if they have any queries regarding the demonstra on
Ÿ Inform the operators that for any further assistance they can contact the customer care no.
during the men oned mings at the side of the machine
Ÿ Make sure to take the customers feedback
Ÿ A er the work is done, leave the premises by thanking and bidding good bye to the merchant in a
courteous manner

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Exercise

1. Answer the following:

a. List the 3 important points of customer service task that needs to be done before leaving the
service providers premises:

b. How would an installa on execu ve deal and portray himself to give a posi ve a tude and
gain confidence while dealing with customers.

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Electronics Sector Skills Council of India

Address - 602-608, 6th Floor, Ansal Chambers-II, Bhikaji Cama Place,
New Delhi - 110066
Email - info@essc-india.org
Phone - 011-46035050