Sample Employee Training Curriculum
1. Describe contactless payments—what they are, how they work, form factors
- Contactless devices can be anything that can hold a chip and antenna: credit card, key fob, wristband, mobile phone.
- Works the same way as a regular payment card. The only differences are that the customer retains the card or device during payment of the transaction and taps the card or device onto the reader.
- Can be used in stores around the world at any merchant category.
2. How to recognize a contactless card or other contactless device
- If the customer's card or form factor is enabled with contactless there will be the Contactless Indicator shown here.
- In the case of a mobile phone the Contactless Indicator should appear.
- If the customer's mobile phone is enabled with contactless there should be a Contactless Indicator on the screen.
- Since the contactless reader is placed on the back of your smartphone, you should tap with the back of your smartphone on the customer's contactless device.
3. How transactions work - walk through an end-to-end transaction:
- Enter the transaction amount.
- Confirm the payment.
- Your phone will show reading ready screen and beep as the card is read.
- On the display, it will say that the transaction is being processed
- On the next screen the authorization result will be shown – approved or declined
Good to know!
- There is no PIN required for transactions below the CVM limit.
- If contactless transactions above the CVM limit are allowed, the customer will be prompted to enter a PIN on your smartphone or use CDCVM (PIN or biometric such as fingerprint entered on the mobile phone) if using a mobile phone.
- Customers paying with a mobile phone may use "Early CDCVM" or "Two Tap" sequences and may be required to activate their device or confirm the transaction.
- Occasionally, customers may be forced to carry out a contact transaction, or if using a mobile device, may be forced to use online PIN as an additional CVM. This is for their security.
- Below the CVM limit, no receipt is required unless the customer requests it.
- Above the limit, a receipt is required.
4. Set up a mock workstation
- Having an actual workstation at the training session is extremely helpful in demonstrating how transactions work with contactless.
- Demonstrate how accepting contactless is similar to accepting any other card, with the key differences being:
- Not taking the card from the customer. The employee should tap the smartphone against the payment device.
- No PIN or CDCVM required for transactions at or below the CVM limit.
- All contactless payment devices (Visa or Mastercard) will work on the reader device.
With the mock smartphone set up, allow employees to enter transactions to see how the contactless transaction works using small values for the transactions.