Railway sales agent

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.

Excludes people working in road and urban transport industries collecting fares.

The following job titles also refer to railway sales agent:

railway transportation sales agent
railway station counter agent
railway tickets saleswoman
agent for railway ticket sales
counter sales agent
railway station cashier
railway ticket sales representative
railway station agent
railway tickets salesman

Railway sales agents are typically required to have a high school diploma or equivalent. Some employers may prefer candidates who have completed some college courses. Taking courses in sales, marketing and business are helpful for aspiring ticket sales representatives.

Most railway sales agents learn the specific processes and procedures of their role while on the job. Training may include shadowing a current railway sales agent or learning from a supervisor or other company employee. Training often includes learning the company’s ticketing software, how to use the company’s website and how to process sales.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Railway sales agent is a Skill level 2 occupation.

These occupations, although different, require a lot of knowledge and skills similar to railway sales agent.

railway passenger service agent
chief conductor
passenger fare controller
train conductor
taxi driver

These occupations require some skills and knowledge of railway sales agent. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of railway sales agent with a significant experience and/or extensive training.

aeronautical information service officer
aeronautical information specialist
aviation safety officer
maritime pilot
non-vessel operating common carrier

This knowledge should be acquired through learning to fulfill the role of railway sales agent.

• Geographic areas: Know the geographic area in detail; know where different organisations carry out operations.
• 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.

These skills are necessary for the role of railway sales agent.

• Update message displays: Update message displays that show passenger information.
• 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.
• 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.
• Adapt communication style according to recipient: Adapt communication style to that of the recipient of the message in order to create a rapport.
• 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.
• Manage difficult clients: Handle clients who become aggressive or who do not want to pay because they are not content about the service.
• React calmly in stressful situations: React quickly, calmly, and safely to unexpected situations. Provide a solution that solves the problem or diminishes its impact.
• Communicate clearly with passengers: Speak clearly in addressing travellers; communicate information related to their itinerary. Make announcements to passengers upon approaching the prescribed destination.
• Be attentive: Pay attention during customer interactions and interpret feedback.
• Handle petty cash: Handle petty cash for minor expenses and transactions required for the daily running of a business.
• 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.
• Use positive language: Express oneself using positive language in conversation; the way in which language is used may persuade customers.
• Have 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.
• Process order forms with customer’s information: Obtain, enter and process customers’ names, addresses and billing information.
• Make numerical calculations: Work with numbers and perform complex calculations. An understanding of the basics of maths is crucial.

These skills and competences are sometimes, but not always, required for the role of railway sales agent. However, mastering these skills and competences allows you to have more opportunities for career development.

• 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.
• Follow 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.
• Act reliably: Proceed in a way that one can be relied on or depended on.
• Show confidence: Demonstrate degrees of maturity by fully understanding one’s own qualities and abilities which can serve as sources of confidence in different situations.
• Satisfy customers: Communicate with customers and make them feel satisfied.
• Strive to provide high quality customer service: Pursue highest possible quality of customer service; do what needs to be done to keep the customer satisfied.
• Achieve 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.

4221 – Travel consultants and clerks

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References

1. Railway sales agent – ESCO
2. Featured image: By Geof Sheppard – Own work, CC BY-SA 4.0