If you're on a Galaxy Fold, consider unfolding your phone or viewing it in full screen to best optimize your experience.
Once upon a time, I was a sales manager at a retail store, and as a result, trained many employees to run cash registers. I’ve rung up my share of customers as well, including celebrities like Sheryl Crow, Sarah Michelle Gellar, and Bo Derek.
So I’m aware of the importance and challenges of the retail checkout experience. What appears a straightforward process actually involves many complexities.
Adopting some key strategies will support your cashiers to execute smooth point-of-sale (POS) transactions. Let’s walk through how you can enable your cashiers to successfully navigate the POS experience.
The cashier role is a linchpin of retail stores. Having a well-trained cashier makes a big difference to a business even if you possess the best POS system. Here’s why.
Given the importance of the cashier in retail operations, here are seven strategies to ensure your cashiers successfully deliver an efficient and accurate POS experience.
If you’re responsible for managing the cashiers, set them up for success by establishing a supportive and welcoming environment. Introduce a new cashier to the rest of the team, and if a badge or uniform is required, provide that as soon as possible. This helps the new employee to feel like part of the team.
Provide the new cashier with an employee handbook and an onboarding checklist immediately so they can begin learning about the company, their benefits, and other key information.
Then check in with the new cashier often during the first few weeks on the job. Ask them for feedback to see how the onboarding process can be improved. As part of the feedback process, deliver positive and supportive input to encourage them to do their best.
Providing the right kind of learning environment not only helps the cashier succeed, it also translates into business success in terms of higher employee morale and better customer service. Here are suggestions to create that supportive environment.
Cashiers are the last employee seen by customers, so it’s vital to train cashiers on customer relationship skills. Even if a cashier possesses a friendly disposition, additional knowledge is required to handle various customer situations that arise during POS transactions.
For example, a cashier might have to address an angry customer. What should be done here? Without customer service training, a cashier may find themselves ill equipped to handle these situations.
Areas to touch on include the amount of flexibility afforded customers who don’t follow store policies, such as time limits on returns, and the company’s expectations on customer engagement, such as greeting every patron before ringing up items.
This guidance instills confidence in the cashier and makes for positive customer interactions.
Here are suggestions to coach your team on customer service skills.
A cashier must be competent with a POS system to ensure accurate and efficient sales transactions. To achieve this objective, allow the cashier to gain familiarity with the POS equipment and software before being asked to work the register in front of customers.
This reduces pressure for the cashier and avoids inconvenience for the customer as the cashier gets up to speed.
Walk the cashier through the POS system. Have them examine the various components such as how to look up customer information or initiate a return. They should also become familiar with equipment such as how to use the barcode scanner and replace the receipt paper.
In addition, cover common troubleshooting scenarios as part of the cashier training. For instance, if an item was entered incorrectly, the cashier should know how to void that item.
Use these tips to help cashiers familiarize themselves with the POS system and processes.
As part of a cashier’s training, give them a list of scenarios to practice to help the cashier feel confident in their ability to handle a diverse range of situations.
Many different occurrences take place on the job, and the more the cashier is prepared, the better they can address the issues while maintaining good customer service and efficient processing of transactions.
For example, what if the barcode scanner stops working? How do you process a refund? How are various payment methods -- such as checks, mobile payments, and gift cards -- handled? What are the procedures for moving cash from the register to the in-store safe?
As a cashier practices what to do in each scenario, they also deepen their knowledge of the POS system. So while it may take more time to walk cashiers through a number of situations during the onboarding process, it will pay dividends for your staff.
Because cashiers face many situations on the job, here are some that you’ll want to cover.
Sooner or later a business must deal with fraud. That’s why cashiers must be trained to look out for the warning signs of fraud and know what to do.
Cashiers must know how to check for counterfeit bills with each cash payment. They must understand PCI compliance standards for credit card transactions.
They have to be able to spot a fraudulent return. When they come across such a fraudulent situation, they then must follow the appropriate protocols to deal with it. All of these conditions have to be part of a cashier’s training.
Follow these suggestions to implement fraud prevention into a cashier’s responsibilities.
Cashiers are required to retain a ton of knowledge about the store. They not only must learn the POS system, they must be acquainted with store policies, sales and marketing promotions, and the merchandise.
Help your cashiers by providing tools. At the POS, give cashiers key references such as a list of the latest promotions.
Many POS systems will automatically adjust prices based on a sales event or other pricing strategy, but if a customer has a question about the promotion, a reference list allows a cashier to quickly answer the question.
As part of the onboarding process, these tools can include training materials and a checklist of the POS competencies expected of cashiers by the end of their training period. That checklist can include mastery of the POS system and procedures like issuing and redeeming gift cards and handling price adjustments.
Here are a few important items to include in a cashier’s training toolkit.
Once a cashier understands the POS system, store policies and procedures, and what to do in various situations, it’s time to put the cashier in front of real customers.
To start, have the new cashier shadow a veteran employee. By observing a colleague execute transactions with customers, the cashier can pick up nuances and tips not easily replicable in mock training scenarios.
After the cashier feels comfortable in a real-world setting with actual customers, they can then start processing transactions by themselves.
They will require some monitoring and coaching in the beginning to reinforce what they learned in training, but over time, they will be in a position to efficiently and accurately process transactions while bolstering positive customer relationships.
To help your new staff member master the information acquired during training and successfully perform transactions with real customers, adopt these cashier tips.
Because the cashier impacts the customer experience and the handling of sales so directly, investing in a strong cashier onboarding and training process is essential for retail stores to succeed.
Not only does a good checkout experience create a positive experience for customers, that experience can translate into the customer recommending your store to others, leading to customer acquisition.
Moreover, once a cashier has mastered the responsibilities around POS transactions, they can expand their cashier skills into sales techniques by recommending products and upsells during the checkout.
By combining all the elements in this guide, you’ll have a comprehensive solution that will enable your cashiers to perform well.
Our Small Business Expert
We're firm believers in the Golden Rule, which is why editorial opinions are ours alone and have not been previously reviewed, approved, or endorsed by included advertisers. The Ascent, a Motley Fool service, does not cover all offers on the market. The Ascent has a dedicated team of editors and analysts focused on personal finance, and they follow the same set of publishing standards and editorial integrity while maintaining professional separation from the analysts and editors on other Motley Fool brands.