Having good cashiers is essential to a prosperous business. They are the ones that will engage with the customer directly, and they can be the difference between profits and losses. But good cashiers don’t grow on trees, they must be trained.
When properly trained, cashiers will reduce fraud, increase customer satisfaction, and overall make your business better.
In this article, we’ll overview the role of cashiers, the importance of their training, and share some tips to take your cashiers from beginners to experts.
What is the Role of a Cashier?
The role of a cashier is the same regardless of the industry they work in. There might be small differences here and there, but overall, they will always be tasked with handling the register, ringing up products, interacting with the customer, and issuing receipts. In some cases, they’ll also be tasked with inventory management, providing change, and balancing the cash register.
Since they’ll be handling money, and interacting with customers, a good cashier should have a competent math skills, good interpersonal skills, and be able to manage the POS system you are using.
Interpersonal and communication skills in particular are crucial, as it’s very likely that they’ll have to deal with angry customers at one point or another.
Many of these skills they’ll learn on the job.
What’s the Importance of Training Your Cashiers?
As we mentioned before, good cashiers reflect positively on your business and increase customer satisfaction. You want a cashier that’s knowledgeable, friendly, trustworthy, and confident in their skills.
By training your cashier to handle a wide variety of scenarios, they’ll be prepared for any kind of customer issues, on top of their day-to-day transactions.
Tips for Training Your New POS Cashier
The quality of your cashier will depend on how you train them. Here are essential tips for training new cashiers:
Teach them customer service skills
In many ways, cashiers are customer service agents, so they need to know how to play the part. Cashiers should display a positive and upbeat demeanor when interacting with customers. Friendliness goes a long way toward a good shopping experience. This means greeting people on their way in and saying their farewells.
Furthermore, they’ll need to know how to handle angry customers. That means active listening, empathy, and de-escalation tactics. Not to mention apologizing if needed.
Make sure they know your policies
Your cashiers should be experts in anything store-policy related. Especially when it comes to returns, sales, and products. Not knowing your policies can cost you sales and money, not to mention cause fraudulent returns and unnecessary discounts.
You’ll want to give them a degree of autonomy to interpret and deal with your policies as they become confident in their jobs and gain experience. In some cases, a cashier might need to bend the rules a little for the sake of customer satisfaction. Though is not something that should be done frequently.
A good cashier will know the policies and also know when they can be flexible. But for them to get to that point, they’ll need guidance and training.
Be clear about your expectations
You want to set up your cashiers for success. The best way to do that is to be clear and upfront about what you expect from them. They’ll appreciate clear direction.
That means asking for feedback to ensure they understand their role, providing orientation shifts and materials, being specific about the procedures they’ll handle in and out of the desk, and setting up realistic goals.
Creating smaller goals that are achievable will give them an easier time measuring up their own performance.
Train them on the use of your POS system
This might sound obvious, but you’d be surprised how many cashiers don’t get a proper opportunity to learn and practice with the POS hardware and software they’ll be required to use.
You need to make sure they learn all aspects of its functionality, which includes:
- How to log in and initiate a sale
- Looking up previous purchases or products
- Taking electronic payments
- Handling cash
- Reloading the receipt printer
- Processing gift cards or coupons
- Applying promotions
- Processing returns
They’ll also need to know how to handle the POS for required administrative tasks. That means closing out the register and running reports. Although this is something best left for experienced cashiers.
Have them shadow an experienced coworker
It’s not enough to just tell them what they’ll have to do, some things are only learned through visual experience. That’s why a great way to train new cashiers is to have them shadow one of your more seasoned employees. There are many unexpected situations that can pop up that may not have been covered during training and letting them see how a more experienced cashier handles them is better than any training manual can be. An experienced cashier can help answer any questions that a trainee might have.
Let them practice during off-hours
As we mentioned, a cashier needs to see how the work goes to really get comfortable and efficient. That means getting some on-hand practice. What it doesn’t mean, however, is throwing them into the deep end during rush hour.
Let your trainee run the register during slower hours to get a feel of how things work. This is also a good time to have an experienced cashier shadow them, inverting the positions and letting them give feedback based on what they see.
Your cashiers are the face of your business. You want to make sure they are prepared to handle your customer’s needs but are also properly supported. That means helping them during the onboarding process, teaching them ways to be more efficient, and having policies in place for handling difficult customers. If you train our cashiers well, the time and effort invested will contribute to the success of your business.