Cashier and POS Fundamentals Course: Card and tap payments, and payment problems

1. Pergunta 1 de 16

   A customer taps a debit card for a small purchase. What usually happens?

   • AThe cashier must sign the receipt
   • BIt goes through without a PIN
   • CThe customer must always enter a PIN
   • DThe cashier must call the bank
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   Resposta: B. It goes through without a PIN

   The FCAC says you usually do not need a PIN for a contactless payment when you tap a card on a terminal.

2. Pergunta 2 de 16

   A customer taps a card for a large purchase, and the terminal asks for a PIN. Why?

   • ATap payments never work for debit
   • BThe cashier entered the wrong price
   • CIt is above the contactless limit
   • DThe card has been reported stolen
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   Resposta: C. It is above the contactless limit

   The FCAC says you will be asked for your PIN if you tap above the contactless payment limit. The customer can then enter their PIN.

3. Pergunta 3 de 16

   When is it safe to hand over the goods in a card sale?

   • AAs soon as the customer enters the PIN
   • BWhen the receipt starts to print
   • CWhen the terminal and POS show it is approved
   • DAs soon as the customer taps or inserts the card
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   Resposta: C. When the terminal and POS show it is approved

   A tap or PIN does not mean the bank approved the payment. Wait for "Approved" before the sale is complete.

4. Pergunta 4 de 16

   What does the FCAC advise cardholders to do when entering a PIN at a store terminal?

   • AWrite the PIN on the back of the card
   • BSay the PIN out loud to the cashier
   • CLet the cashier enter it for them
   • DCover the PIN pad with their hand
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   Resposta: D. Cover the PIN pad with their hand

   The FCAC tells cardholders to cover the PIN pad and never give their PIN to anyone.

5. Pergunta 5 de 16

   An older customer with a sore hand asks you to key in their PIN for them. What should you do?

   • AEnter the PIN and then forget it
   • BAsk them to whisper the PIN to you so others can't hear
   • CAsk the next customer in line to help
   • DDecline politely and offer to let them tap instead
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   Resposta: D. Decline politely and offer to let them tap instead

   Staff should never know or enter a customer's PIN. The FCAC says cardholders should never give their PIN to anyone.

6. Pergunta 6 de 16

   A customer's card is declined. How should you tell them?

   • ABy asking a supervisor to explain it to them
   • BQuietly, then offer another try or method
   • CLoudly, so the line knows why there is a delay
   • DBy telling them their account is empty
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   Resposta: B. Quietly, then offer another try or method

   Keep it private and neutral. Offer another try or a different payment method without guessing at the reason.

7. Pergunta 7 de 16

   A customer asks why their card was declined. What is the best answer?

   • AThat the card must be expired
   • BThat they have no money in the account
   • CThat only their bank can say why
   • DThat the card is probably fake
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   Resposta: C. That only their bank can say why

   The terminal does not tell the cashier why a card was declined. Guessing could be wrong and embarrass the customer.

8. Pergunta 8 de 16

   The terminal shows an error halfway through a payment, and the customer says the money already left their account. What should you do first?

   • ARefund the customer in cash
   • BRun the card again right away so the line keeps moving
   • CCheck if it was approved before running it again
   • DGive the goods and skip the payment
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   Resposta: C. Check if it was approved before running it again

   Running the card again without checking can charge the customer twice. Check the POS or terminal records and ask a supervisor if unsure.

9. Pergunta 9 de 16

   A customer leaves their debit card in the terminal and walks out of the store. What should you do?

   • AThrow it away so no one can use it
   • BPut it in the lost-and-found box on the front counter
   • CKeep it in your pocket until they return
   • DSecure it and follow store policy for lost cards
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   Resposta: D. Secure it and follow store policy for lost cards

   A lost card holds private information. Secure it and follow your store's procedure.

10. Pergunta 10 de 16

    According to the FCAC, what is the most a merchant may add as a surcharge on a credit card payment?

    • A1.5%
    • B2.4%
    • C3.5%
    • D5%
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    Resposta: B. 2.4%

    The FCAC lists a maximum surcharge cap of 2.4% as a payment card network requirement for merchants.

11. Pergunta 11 de 16

    In which province may merchants NOT add a surcharge to credit card payments?

    • AOntario
    • BQuebec
    • CNova Scotia
    • DAlberta
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    Resposta: B. Quebec

    The FCAC says merchants may add a credit card surcharge except in Quebec.

12. Pergunta 12 de 16

    A store adds a credit card surcharge. When must the customer be told about it?

    • AOnce a year in a store flyer
    • BBefore payment, and it must show on the receipt
    • COnly on the receipt that prints after the payment is done
    • DOnly if the customer asks
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    Resposta: B. Before payment, and it must show on the receipt

    The FCAC says surcharges must be clearly disclosed before a transaction is completed, and shown at the point of sale and on every receipt.

13. Pergunta 13 de 16

    A credit card purchase is $85.00 before any surcharge. What is the largest surcharge the store could add at the 2.4% cap?

    • A$2.04
    • B$20.40
    • C$0.20
    • D$2.40
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    Resposta: A. $2.04

    $85.00 × 2.4% = $85.00 × 0.024 = $2.04.

14. Pergunta 14 de 16

    A total is $64.80. The customer uses a gift card with a $25.00 balance and pays the rest by debit. How much goes on the debit card?

    • A$89.80
    • B$39.80
    • C$40.80
    • D$39.20
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    Resposta: B. $39.80

    Take the gift card balance off the total: $64.80 − $25.00 = $39.80.

15. Pergunta 15 de 16

    The store's card terminal cannot connect to the network. What should you do?

    • ATell your supervisor and follow the backup plan
    • BLet customers take the goods and pay on their next visit
    • CWrite card numbers down to charge later
    • DKeep running cards until one works
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    Resposta: A. Tell your supervisor and follow the backup plan

    An outage is a supervisor-level problem. Follow the store's backup plan and never record card numbers on paper.

16. Pergunta 16 de 16

    A customer shows two identical charges for one purchase in their banking app. What should you do?

    • AGive the customer cash back for the second charge right away
    • BRun a new sale to cancel the old one
    • CTell them to call their bank and do nothing else
    • DGet a supervisor to check; refunds go to the same card
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    Resposta: D. Get a supervisor to check; refunds go to the same card

    A supervisor can check whether the second charge was approved. A card refund goes back to the card that was charged, so the records match.

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