geographic areas
The detailed knowledge of a geographical area where different organisations carry out operations.
Railway sales agents provide service to customers who visit the ticket counter. They provide information, handle ticket reservations, sales and refunds. They also carry out clerical duties such as maintaining the daily ticket sales balance sheet. They handle requests for seat reservations and examine diagram charts of each car on train to verify the available space on the specified train.
Competences and skills
23 ESCO relationsEssential knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
1 competenceEssential skills and competences 16 competences
Occupation specific
2 competencesmanage difficult clients
Handle clients who become aggressive or who do not want to pay because they are not content about the service.
update message displays
Update message displays that show passenger information.
Sector-specific
7 competencesact with a high level of safety awareness
Ensure high levels of safety awareness; use personal protection equipment; communicate with staff members and provide advice on health and safety issues.
advise customers on the product range of railway companies
Know the product range of railway companies and use that knowledge in order to provide assistance to customers with problems or queries.
communicate clearly with passengers
Speak clearly in addressing travellers; communicate information related to their itinerary. Make announcements to passengers upon approaching the prescribed destination.
communicate with customer service department
Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
process order forms with customer's information
Obtain, enter and process customers' names, addresses and billing information.
sell train tickets
Sell train tickets to railway travellers, taking into account destinations, schedules, and discounts available. Accurately check the validity of a range of tickets.
Cross-sector
7 competencesadapt communication style according to recipient
Adapt communication style to that of the recipient of the message in order to create a rapport.
apply numeracy skills
Practise reasoning and apply simple or complex numerical concepts and calculations.
communicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
handle petty cash
Handle petty cash for minor expenses and transactions required for the daily running of a business.
persuade clients with alternatives
Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
react calmly in stressful situations
React quickly, calmly, and safely to unexpected situations; provide a solution that solves the problem or diminishes its impact.
use different communication channels
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.
Optional skills and competences 6 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencesfollow ethical code of conduct in transport services
Carry out transport services according to accepted principles of right and wrong. This includes principles of fairness, transparency, and impartiality.
interpret customer non-verbal communication
Interpret the non-verbal communication signals of customers, e.g. to assess personality traits or current mood. Use observations to tailor services to the client.
provide high quality customer service
Pursue highest possible quality of customer service; do what needs to be done to keep the customer satisfied.
Cross-sector
3 competencesachieve sales targets
Reach set sales goals, measured in revenue or sold units. Reach the target within a specific timeframe, prioritise sold products and services accordingly and plan in advance.
act reliably
Proceed in a way that one can be relied on or depended on.
satisfy customers
Communicate with customers and make them feel satisfied.