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Process payment transactions at the roadside

URN: IMIRR20
Business Sectors (Suites): Roadside Assistance
Developed by: IMI
Approved on: 2023

Overview

This standard is about calculating the cost of parts fitted at the roadside and processing both cash and other forms of payment, for example credit cards, debit cards and account payments. This includes being able to use the relevant point-of-sale equipment and be aware of and be able to deal with instances of potential fraud.

Performance criteria

You must be able to:

P1 ensure the site is safe prior to starting the payment process.
P2 accurately identify the price of items, including campaigns and promotions if applicable
P3 promptly resolve any problems in pricing parts by using the sources of information at your disposal 
P4 correctly calculate the total price of the transaction 
P5 clearly and accurately inform the customer of the total amount due 
P6 confirm the cash amount given by your customer and the change you give them, if relevant 
P7 verify the identity of account holders, ensuring their personal data is protected and following your organisation’s procedures prior to debiting their account, if relevant 
P8 gain authorisation for non-cash payments and processing account debits, if relevant 
P9 inform the customer in a suitable manner when authorisation for payment cannot be obtained for non-cash transactions 
P10 clearly and accurately complete and process all documentation required 
P11 store payments securely and protect them from theft 
P12 ensure you are courteous to customers at all times 
P13 treat customers fairly (TCF) at all times 
P14 provide the customer with a receipt for their transaction

Knowledge and Understanding

You need to know and understand:

Legislative and organisational requirements and procedures
K1 current relevant legislation, regulations, codes of practice and guidelines relating to processing payment transactions 
K2 the importance of ensuring the site is safe prior to starting the payment process
K3 the six outcomes of Treating Customers Fairly (TCF) *
K4 how to identify and check prices of parts following your company policies and procedures 
K5 how to get information and advice to deal with pricing problems 
K6 how to identify any current discounts and special offers (e.g. campaigns and promotions) 
K7 how to keep cash and other payments safe and secure 
K8 how to check for and identify counterfeit payments 
K9 how to check for stolen credit cards, debit cards and account cards 
K10 how to ensure customers' personal data is protected when processing payments
K11 how to deal with customers offering suspect tender or *non-cash payments 
K12 how to deal with customers when authorisation cannot be obtained for their non-cash payments 
K13 common methods of calculating payments, including the use of point-of-sale equipment and manual calculations 
K14 the types of payments you are able to receive and accept 
K15 your organisations systems and procedures for: 

K15.1 authorising non-cash and credit account transactions 
K15.2 verifying account holders 
K15.3 calculating and taking payments 
K15.4 booking purchases to customer accounts 
K15.5 dealing with suspected fraud 
K16 the value and importance of delivering good customer service 
K17 the features of any current parts campaigns and promotions 
K18 the limits of your authority for processing payments 
K19 the types of transaction errors that can occur and the consequences of failure to report errors 
K20 relevant security issues surrounding payment transactions

Scope/range

1. Treating Customers Fairly (TCF) outcomes are: 

1.1. consumers can be confident that they are dealing with firms where the fair treatment of customers is central to the corporate culture 
1.2. products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly 
1.3. consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale 
1.4. where consumers receive advice, the advice is suitable and takes account of their circumstances 
1.5. consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect 
1.6. consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint

2. Non-cash payments include: 

2.1. credit cards 
2.2. debit cards 
2.3. account payments

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

This section contains examples and explanations of some of the terms used but does not form part of the standard.

*
Customers 
These are defined as vehicle drivers, passengers and any other people present that may be previous or future customers.

Documentation 
Examples include manual and/or computerised receipts for goods and payments

Legislation
Examples could include relevant aspects of contract law, Sale of Goods Act 1979, Supply of Goods and Services Act 1982, Unfair Contract Terms 1977, Consumer Protection Act 1987, Road traffic Act 1988, Trade Descriptions Act 1968, Data Protection Act 1998, The Sale and Supply of Goods and Consumer Regulations 2002 and current Financial Conduct Authority (FCA) legislation.

Parts
These are motor vehicle parts, consumables and fluids supplied as part of a roadside assistance operation

Reports
Examples include job reports, payment reports and account reports

Security risks
Examples include people in locations they are not authorised to be in (the recovery vehicle), violent and abusive behaviour, handling of goods and materials, handling and placing of items, unattended items or theft.

Sources of information *
Parts list and other relevant parts information stored on manual or computerised parts information systems, customer feedback, records, reports and your own observations

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

IMI

Original URN

RR20

Relevant Occupations

Roadside Assistance Senior Technician, Roadside Assistance Technician, Vehicle Trades

SOC Code

5231

Keywords

Payment; roadside; parts; consumables; process; transaction; credit; debit;