Quality cashier training is an essential step in your business running smoothly. These cashier training tips will help you equip your staff to handle the day-to-day interactions with your paying customers.
It goes without saying that cashiers play a vital role in your business. A well trained cashier can make or break the customer experience. As a business owner, you want to pursue excellence as a business and reflect that in every interaction. This attitude tells the employee & customer alike, “We are glad you’re here and we are ready for you!”
It might seem like a given, but hear me out. A business that has a culture which values their employees inherently values their customers. It’s no secret that an employee who feels important and empowered will make your customers feel valued as well. After all, healthy trees are deeply rooted and grow from within. Healthy employees start with good business practices and managerial skills. So ask yourself, how do you value your employees? Start from the very beginning with great training – here are some tips to help you and your new employee.
A cashier is the person who coordinates the sale between your business and the customer. They will ring up the customers’ products on the cash register or point of sale (POS) system, bag or prepare the purchases, handle payments (cash, credit cards, debit cards, and checks), count back change, issue receipts (whether they are paper receipts or mobile), and interact with the customer. Part of a cashiers job might also include helping with inventory management.
The basic cashier job description is the same whether he works for a food truck, grocery store, retail business or over the phone. While there are subtle differences between roles depending on the type of business, most employees in retail sales will have to handle angry customers and be equipped in how to deal with them.They should have basic math skills, good interpersonal skills, and have been trained adequately on whatever POS system you are using.
Whether your cashier is just beginning or is an experienced cashier, an understanding of basic math skills and good communication are really all that is needed to get started. Anything else, like operating the register and customer service training, will be learned on the job.
You want to have a confident, knowledgeable cashier who is competent, friendly & trustworthy and that ultimately reflects positively on your business. Work on developing your employee to become an experienced cashier who knows how to handle a variety of scenarios from basic transactions to handling customer issues.
It Starts With You
A Great Cashier is Valued. Here are some tips on making your employee know that she is valued
Set Clear Expectations
This can really set your new cashier up for success whether they are entry level or experienced. Everyone appreciates clear direction.
Increase competence in your employees by giving thorough cashier training from a variety of resources.
Use video cashier courses or online cashier training programs. This can help prime your new employee with the mindset on how you’d like them to interact with each customer and co-worker before they ever hit the floor.
Simulations are a great, safe way to teach skills and take the pressure off. Online training programs are great, but they are one-sided. This is a chance for your new cashier to interact with you & really show you what he knows. This is a great time for coaching, too! Think of different scenarios that your new employee might encounter. Role play to demonstrate, and provide feedback and coaching.
Pair them with an experienced cashier as a mentor. Nothing beats hands on training, so when it’s slow (or even when it’s not), have a more experienced cashier train them. Make sure it’s a good fit for both your new cashier and the more experienced one.
Have a checklist of competencies that you would like your new employee to complete by the end of their orientation. Be sure to include more complex scenarios such as issuing or redeeming a gift card, inputting a price correction or override, handling returns, etc.
Train your new cashier to become competent in working the cash register. An accurate cash drawer and transaction record can help you track and maintain your inventory. This can give a clear picture of the health of your business.
Each customer is valued and should be treated with dignity and respect.
Make sure your business culture is reflected in every single interaction with every customer.
Some customer service skills include a cashier that will:
A great customer experience can be ruined by a crummy check out process. Just think of the times when you’ve been in line and the cashier was slow or did not know what to do. Great training and great management support decrease frustration in your employees. It will also increase their own confidence in their skills and build trust with you & their leaders. This support will empower them to give a great experience to your customer. An employee that you can trust to do a great job is invaluable.