Giving proper training to your cashier can help your business to run smoothly.
There is no doubt that cashiers play a vital role when it comes to small businesses. When you have a well-trained cashier it helps you in a lot of different ways.
Also, they interact with the customer the most, and their actions reflect how you treat the customer.
With the right tips, you can make sure that your cashier is receiving the best training. Also, it’s helpful to boost your sales and get more customer retention.
What Role Does Cashier Play To Your Business?
To start with the proper training, it is important to understand the role and how it affects the business if you don’t do it properly.
The cashier’s job is to coordinate the sales between the customer and the business. The person who holds the position has a different set of tasks that includes:
- It’s their work to record the customer products on the POS system or cash register.
- They make sure to prepare the purchase and bag.
- Handle the different transactions and payments through checks, debit cards, credit cards, and cash.
- Count back the changes
- issuing the receipts to the customer via mobile or paper ones.
- Interacting with the customers
- Helping the inventory management to update on the products and other important purchases.
The cashier requires the training to make sure they know how to handle the POS system, interact with customers when they are upset or angry or understand the payment as well as have good maths to calculate the purchase.
With the training, it can help the cashier to have confidence, have more trust, and develop better communication skills.
It is also helpful for the business to have a better impact on the customer and provide a better experience through their cashier.
How To Train Your Cashier?
There is no doubt that kaiser is the most important part of your business. And training them can help you in several jobs as well as improving your overall customer experiences.
But now the question is how you can train your cashier.
There are two approaches that the retailer mostly does. Either they choose the Walmart method where they keep their cashier behind the desk without letting them go anywhere
Or they ring them when it is needed or in requirement situations. Since the POS system is used in lots of retailers, they use mobile POS to ring when they are on the floor.
However, in the end, the purpose of training your cashier shudl be a guarantee of your store services for the customers and improving the closing sales.
Here are few things that you need to teach your cashiers first :
Skills Related Customer Services
Customer services are the aim of making sure that your customer is returning to your store again.
Also, it’s important for the business as the best customer services can improve the numbers of loyal buyers.
Cashiers play an important part here as they are the ones who interact with them during the checkout process and more.
To make sure they have these skills, here are a few things you can teach them about.
General friendliness is an important behavior that your cashier should have. If they haven’t worked on the floor, it’s going to be an important point to teach them first.
The cashier is required to smile and greet the customers. They are going to need this skill to create a demeanor that stays positive and upbeat.
With this, they can make sure that the customers have the best experience when they are inside the store.
Their friendly interaction can get more customers back to the store and help in making their experiences remarkable.
The last person that will interact with the customer before the sales get officially closed is the cashier. It means they have the last opportunity to make sure that customers have everything they decided to get from the store.
Also, it’s an important stage where they can add more to their hopping list before the customer checkout.
The cashier needs to have skills that can make conversations. It will help in asking quotes to customers such as whether they get everything they intend to purchase or not.
Or, they can do small cross-selling when the purchase is going to close and the final payment gets done.
Handling Upset Customers
Cashiers are the first person who faces the angry or upset customers. Not just they need to have the skills to handle the situation, but also know how to diffuse it before it escalates.
The cashier should know what things they need to do in order to turn the angry customer into a happy one.
Your Store Policy
This means your cashier should have information about the store policies. Not just they have all inside and outside knowledge but they have detailed insight when it comes to sales and returns policies.
When your cashier knows how these things are, they can help you in saving lots of money and hassle.
When they have insight into how the policy works, you can also share with them the autonomy overtaking the store-related decisions.
With this, they will know how to use the discounts at the right time to avoid certain kinds of situations.
Use Of POS system
Well, it’s obvious that your cashier should have the proper training regarding how to use POS systems or software.
There are lots of steps as well as skills that your chaser might require to handle the process of a sale or return it.
The skills include :
- Logging into the system
- Taking sales initiative
- Looking up the purchaser and the history
- Looking up the products
- Initiating the returns
- Returning when no receipt is included
- Accepting payments via phone or card
- Handling the cash
- Giving cash changes
- Checking for counterfeit bills
- Applying promo codes
- Reloading the correct receipt paper
- Processing the gift cards
Running Smooth With POS
Understanding how POS works and running the store smoothly while using it are two different things. And for that, your cashier will require the proper training.
The cashier should know how to work with POS and make sure to run the administration hassle-free. With this, they will be required to know how to close the register and do the sales report.
But make sure you are holding these works when you have the trust over your cashier work.
This is one of the important parts when it comes to branding as well as experience related to post procure.
You can choose different ways that make the customer feel different about your store. For example, instead of bagging the items will give a similar experience that every other retail store does.
To perform this task, your cashier is going to do the packaging. And for them, it’s important to know how to do the whole process as well as handle the best experience that the customer might have after the shopping is completed.
Well, these are some important skills that being the owner of the business, you might need to help your cashier with.
To make sure you are providing the training properly, here are few pointers to take.
Keep PLUs Memorizable
There are lots of things that a cashier requires to learn, or it will help them to run the work much smoother.
Especially in grocery stores, the cashier can save lots of time by knowing the product codes instead of looking up every time.
You can give the flashcards or sheets which include all the product codes that are available in store. It will help the cashier to remember and also they can memorize when they are not working or off hours are going on.
It will help in improving the training and making the whole process much faster.
Start With Any Training Materials From Vendors
Sit with your cashier and start with the training material that is provided by the vendors.
It will provide a baseline to the cashier and helpful in knowing how the software works in general.
With this, you can save a lot of time and ensure that your employees get an understanding of the software they will use in the future.
More Focus On Practice
The practice is important to know that your cashier remembers the training and materials. Also, it’s a good way to get some hands-on experience.
You can ask your cashier to get through a practice sale. Also, you can provide a real-time experience so the cashier gets an understanding of how things will work and how they will handle the situation.
Pair It With Best Cashiers
Once your cashier gets some training and understanding about the process. Pair them with the best cashier you have in your store. Let them see how the cashiers are handling the checkout process.
There might be a lot of things to learn when they handle things on their own. Also, it will be helpful to have someone guiding them to know how to do things well if they feel stuck.
Also, your best cashier can help them in knowing more about handling the POS system and how to work with the software and keep the checkout process fast as well as effective.
Give Them On Hand Experience During Off Hours
When you let your cashier spend some time with your best cashier, now you require them to give them some on-hand experience.
Your cashier has the theoretical knowledge, with an on-hand experience they will know how to use and when to do what
Get some of their off-hours when the peak hours are not going on. Also, make sure that customers know that the cashier is new, or you can give them a badge to make it easier to identify.
This is important to the customer to have patience and ask for cooperation for better work.
Get your best cashiers to shadow them over for some new sales. This will assure that everything is going smoothly and in flow.
When the shadow is not actively looking at them over, make sure there is someone near your new cashier to guide in case they need one.
Set Your Goals Realistically
When it comes to making sure when your sales associates should be ready to handle the work and start it effectively, it’s important to keep your royals realistic.
This is important as lots of retailers are now using the POS system and it’s possible that your cashier never worked on that before.
It takes months and even more for some to finally understand the functions.
However, you can make sure that the POS you are using is user-friendly, initiative, and easier to understand.
But your cashier also requires you to handle the customers and take care of lots of things along with handling the POS system.
Provide Training For Customer Services
It’s crucial for the cashier to have understood when it comes to dealing with the customers.
They have the nearest experience on a daily basis and it’s become important to know how to deal with different people and their attitude.
You can help them with :
Role-Playing Of the Whole Scenario
For keeping your training effective, you can offer roleplaying services so the cashier knows how to deal with people.
Also, it will create the low stake learning experiences that will give on-hand experience.
When your cashier has more role-playing under their belts, they will have more experience in handling bad customers and dealing with upset ones.
Importance of Greetings and Conversing
This includes helping your cashier to know about how to do small talks. It also includes encouraging customers to know that they have the cashiers to get help if they are in need.
When you make sure that your cashier has the experiences and proper training, this will help in building better connections and creating common ground with the customers.
You can also teach them to talk phrases to improve their communication skills.
Tips To Improve Your Cashier For Better And Smooth Experience
As the person on registration sales. Cashiers have a much more powerful impact on your retail operations than you think.
When you have a well-trained and experienced cashier, not just improve the workflow and give better experiences to customers. But with this, you can get more sales, better customer conversion, upsells, loyalty, etc.
Your cashier training is related to different aspects. Well, you can divide these tips according to efficiency, onboarding, Freud reductions, handling upset customers, etc.
And to know more, here is what might help you.
1. Keep Your POS Easy To Use
Use a point of sale POS that is easier to use. Lots of cashiers spend too much time understanding how to use the POS software. It takes too much time but also affects the efficiency of your cashier.
That’s why make sure that POS software or system, whatever you are using, should be tailored according to your business.
Also, have the app version for Apple and Android devices so your cashier can use its spending on the device they have.
2. Choose POS Register Which Is Easier To Syncs
POS registers are helpful for the retailers, as for the cashier it can be a daunting task to maintain everything if it does not have the sync features.
Make sure the receipt you are using has the feature to sync all the related data effortlessly. Also, it will help to make reports and check things on time.
It will be much more hassle-free for your cashier as well as the customer.
3. Choose A Barcode Scanner
The barcode scanner reads the printed barcodes on the products. With the optical scanner, you can easily collect the data from the computer.
This is also known as Point of sale or POS scanner or price scanner.
You can use the barcode scanner during the high production volume. It makes the work much hassle-free and the cashier can do the whole checkout process much in less time.
For the customers, they will have to spend less time waiting to get their products and checkout from the store.
4. Switch To Digital Receipts
Paper receipts are important to make sure you are recording every transaction that is going between the store and the customer.
However, since the POS and digital receipt are introduced, it’s better to switch there. It will help your cashier to have better control and much faster work does.
As for the cashier, using paper recipients might take much time. Also, it takes effort and patience to get the load receipt roll.
Your cashier might need training on how not to fumble and load the roll without any hassle.
5. Coins First Than Receipts
The most common problem that occurs during the checkout scenario is the cashier giving changes on top of bills.
This mostly leads to problems like the coins slide off and get on the floor. This causes chaos which disturbs the line.
That’s why ask your cashier to hand the cash or changes first and then give the bills.
6. Encourage Cashier To Count Money At The Beginning
Explain to your cashier to understand the importance of counting money when they start the shifts. Also during the shift, ask them to count the overall money they have.
Make sure you do it too. So you are aware of overall balanced money. Do it for every after the shift starts and when they end it.
It will help your cashier to better understand the cash they earned and it also reduces the situation of fraud or theft.
7. Train To Spot Counterfeit Money
Counterfeit money or fake money is a huge problem for retailers, However, you can encourage your customers to pay via mobile or card instead of cash.
But if you are dealing with cash payment, it becomes important to identify the fake money. Lots of businesses or retailers are suffering a loss of thousands of dollars.
To make sure you are not the one too, you can train your cashier to have the proper understanding.
Some tips that you can follow to spot the fake money are :
- Color matching or blurring
- Look at the Watermark
- The ink that shifts the color
- Raised the printing
- See the micro lettering
- Check the security threads
- The ink smudge
- Figures and the alignment
Also, you should train them to know what to do next if they spot the counterfeit money. To handle the situation, you can give the tips such as :
- Ask your cashier to not directly confront the customer.
- Make sure not to return the bill and buy some time to delay the process.
- Place the counterfeit bill inside an envelope or plastic bag until the law enforcement officers get there.
- Contact the local police department or mail the information to the secret service office. They are formed to handle counterfeit money especially.
Pro Tip: Always inspect the bills which are larger than $20 dollar. In the US, $20 bills are the most known for the counterfeited denomination.
8. Have to Dip Chip Cards To Avoid Frauds
If your realtor has the EMC card options, it’s important for you to have dip chip cards. It will reduce the chances or reduces and avoid unnecessary chaos to your business.
As for the cashier, this will eliminate the many situations where they need to handle such fraud situations with customers.
9. Clean The Old Bills
There are lots of situations where your cashier might have old bills in the drawer. This can cause lots of confusion and maybe your cashier ends up paying twice to the customer.
This also leads to overpaying and leads to issues in causing the fraud cases
Ask your cashier to throw out or clear the receipt when it’s not needed. Make sure it’s recorded well so you don’t end up throwing away the important.
10. Say It loud The Bill’s Denomination
It’s a practice and asks your cashier to say it out loud when they are handling the bill’s denomination when the customer is giving them.
For example, when you are giving them currency, say out of twenty, etc.
This will help you in avoiding the mistakes and issues like fraud. Also, people will not struggle or argue about what they paid or what they don’t.
Pro Tip: When the cashier is giving the changes back, ask them to give say it or count for the customers. this will make sure that there is no confusion between this.
11. Inform Them About Rules Of PCI Compliance
To your cashier, it’s important for them to teach the rules of PCI compliance. This becomes more crucial for your business if you are accepting credit cards via the phone or keeping paper records.
Also for compliance, use the security system that can keep your bill credit cards and safety store for the repeat customers.
12. Train Them To Stay Calm
This is important but difficult too. There will be lots of movement where the cashier will face the situation where they have to deal with the angry customers.
These customers don’t stop yelling or saying bad words. It’s important not to lose control. Also, make your cashier understand that the person is not angry at them but the services.
It’s related to their experiences and there is nothing personal.
Train your cashiers to stay calm even when the situation is getting heated up. Practice the situations and ask them to take deep breaths to not get angry or upset over such things.
13 Practice For Active Listen
Angry customers focus on their feelings and they face something that they didn’t want. In this situation, they will yell just to get those things off their chest.
Here your cashier requires you to be an active listener. Don’t jump directly to solve the problem. Ask your cashier to be a good listener and let the customer say whatever they want to.
Make sure to use positive language, open body language, and maintain eye contact. And listen to the problems first.
14. Repeat To Confirm
It’s really important for your cashier to understand that they should never rush to get over with angry customers.
This will escalate the situation from bad to worse. Also, you will end up losing customers. This is important to ask them questions and let them say the problems they have.
In this case, if they are saying you are not sure if the cashier heard it right. They can ask again or repeat the words just to get clarification.
This will also show that the cashier was listening to every word that the customer was saying.
15. Understand The Importance Of Empathy
People tend to cool down when they believe you actually understand them. And to that being empathic is really important.
Ask your cashier to know how to be emphatic first.
Let them put themselves in the customer’s situation and share what they might have felt. It will help your customer to feel much better and the cashier can solve the situation much easier.
16. Ready To Apologies
The customers are upset even if the situation is trivial because it may be something big for them.
As a cashier, maybe the situation is not that important. And that’s why they need to understand when to apologize.
The customer is upset because those trivial things matter to them. And being a cashier it’s important to respect how the customers are feeling.
Make sure that your cashier knows when to apologize and feel senior about it.
17. Offer The Relevant Solutions
The solution depends on the problem and how it’s aligning with the business policies.
Also for this point, your cashier should have knowledge about the policies your business has and what to do to dissolve the matter.
For example, if the customer bought something but it doesn’t work. The cashier can do a refund or ask to purchase something similar.
Also, they can offer something extra to keep the customer happy. Like, if they purchased a muffin, the cashier can offer a cup of coffee with that.
It will make the customer happy and it’s good for making amendments.
But again they will need the understanding of what powers they have and how far they can go in this situation.
18. Advice Them To Take Break
When they face such an intense situation, advise them to take some break and step down for a while. It will be good for their mind and they can get some relaxation too.
Dealing with the difficult customer often drains the cashier’s thoughts and emotions. It would be a refresher to take some rest and then join the work.
19. Help Them In Learning Body Language
For making sure that your cashier carries a welcome and warm personality, help them in understanding what kind of body language they should have.
This will help them in dealing with customers, especially the angry ones. . Here are few points that are highlighted :
A Good Eye Contact
One of the powerful communication tools that has been overlooked the most. When your cashier is interacting with your customer, ask them to main good and healthy eye contact.
It doesn’t mean to look in their eyes without blinking. It also makes the persona look creepy and makes others feel uncomfortable.
Pro Tip: Alternate the gaze between 5 to 10 seconds so it looks more natural and comfortable.
Avoid The Fidget
When your cashier is interacting with your customer, it’s advisable to not fidget so it gives much positive light.
Fighting also shows the signs of discomfort, restlessness and for the customers, it’s not a sight they find comfortable.
It’s distracting and causes nervousness too.
Even though smiling is natural and easy, it’s not something people often do. And the customer feels good when they receive a greeting with a nice smile.
Well, make sure that your cashier has a genuine smile instead of those business ones. For that, they can share chit chat and funny conversation to keep the environment light.
Even though it’s not counted in body language but it’s one of the habits that your cashier should have. Apologizing when it’s needed and when it makes sense is important.
Also, avoid the unnecessary or too much of Sorry when the cashier is working. It’s fine to make certain mistakes or errors, but make sure that your cashier knows how to take fast actions to avoid the problems.
20. Train Your Cashier For Small Talks
Small talks can help your business to grow. It’s an important skill that your cashier should have. Also if they are not well-practiced, it’s important to help them in understanding their skill.
With small talks, your cashier can make your customer feel welcomed and engaged, it also helps in knowing what the customers are considering and their feedback
With small talks, your cashier can do the upsells and get more attention to the products.
Pro Tip: The basic question they can ask is how the day is going for the customer. It’s basic and perfect for breaking the ice.
This lets the person say something in return which gives more opportunity to continue the conversation.
Also, avoid asking the buyer unless they are not talking about it.
How You Can Improve Your Cashier?
Well, another point that will help you in training your cashier is starting this whole thing with you. As an owner or manager, it’s important to know the role you play in helping the cashier work effectively and smoothly for the retail store.
To keep the training effective, here are some tips that you should follow :
21. Treat Them As A-Team
It’s extremely essential that your cashier feel welcomed in your team. Make sure you are offering the help that your cashier might need.
When they feel welcomed, they work more honestly and do handwork. You can learn their name, asking about their ambitions and their life.
22. Introduce Them To Others
The cashier is going to need better communication with others to make sure everything is working perfectly.
To make sure they won’t feel awkward, introduce them to everyone that is included in the team. Also to the people who will interact with them on a regular basis.
Explain to them the roles and how they will help them.
23. Give Them Needed Equipment
Make sure your cashier is well equipped when they are starting their work. Ir includes all the things that they might need for the work.
Give their handbook on the first day of work. Introduce them to the area where they will work. Make sure they are comfortable with the machines and tools for working.
24. Give Them Uniform
Uniform is important for the business. Not just you can officially include them in your team. For the cashier, it can be a happy and exciting thing too.
Also if you don’t have their size ready in uniform. Get the order done before they start the work.
25. Check & Take Feedbacks
During their initial training days, make sure you keep checking their work and how they are progressing.
But find the balance so they don’t feel too intimidated or feel like you are watching over the shoulder every time.
Also, ask for feedback on things that are working and training to process for them, Listen to their advice if they have some insight regarding the work.
26. Keep Encouraging Them
For the cashier, the job can be really demanding. Some Days it takes care of their mind and health is important too.
It’s important to make them feel that you are on their side. Learning something new can be challenging, not to forget those POS software and tools they need to learn.
It’s important for them to understand that they have the help in case they need one.
Encourage them from time to time, so they know you are there to help them out and they can rely on you.
27. Repeat Yourself
Be sure that you are ready to repeat yourself again and again. It’s important as it solidifies the language and culture of the business.
Also, you can keep your cashier comfortable and make sure they are up to date.
28. Be Clear With Expectations
It’s important for you to understand that getting feedback from them is necessary. Instead of handing over the employee handbook and letting them struggle on their own.
Not just this will take much more time and waste resources but also delay the work.
It is better to help them in making sure they understand everything.
Frequently Asked Questions ( FAQs)
The average you can take here is between one to four weeks. However, it depends on the level of expertise they have. If they never worked before in retail, they might need more time to handle everything. Also, they worked with POS software, so they take less time and continue faster than rest.
The basic duties include receiving the payment, missing receipts, packaging, and keeping track of all transactions that are made with cash or cards. This is the important part and also they need to have good experience with recording everything to create the report.
Good cashier training is important to keep the business running better. When you have a well-trained cashier, you get fewer situations for frauds, more accuracy, balance cash drawers, and happier customers.