The latest and greatest POS systems can do everything from track inventory and employee hours; provide analytics and sales data; manage a loyalty rewards program, and much much more.
POS systems can also, of course, take orders, process both credit card and cash payments. However, whether your business has a basic electronic cash register (ECR) or the MobileBytes Point of Sale System, your employees must know how to operate it.
Even if your new employee(s) is a tech-savvy member of Generation Z, the new hire should learn to do the following items below.
Here’s a checklist of cash-register and point-of-sale skills every employee should know:
- Taking credit card payments (including what to do if the EMV chip card does not work)
- Handling cash payments (how to dispense change correctly)
- Issuing refunds, store credits and processing returns
- Applying coupon codes and other promotional discounts (gift cards)
- Handling mobile payments if your store accepts them
- Spot-checking for counterfeit currency
- Changing item quantity
- Reloading printed receipt paper (unless your store has electronic-only receipts)
- Processing payments by check (if your business accepts them)
- Processing EBT (electronic benefit transfer) payments
- Split checks (if you’re in the restaurant industry)
- Learning to open and close out a register for end of shift
- Knowing ahead of time what troubleshooting scenarios may arise and how to handle them
- Entering new customer info for loyalty program
Teaching New Hires How to Handle Unhappy Customers
In addition to learning the technical ins and outs of the cash register (better yet, purchase a POS system), your employees should learn something crucial to customer relations that really doesn’t involve handling the cash register: learning how to deal with angry customers.
Learning how to manage dissatisfied customers is a different topic altogether. However, your employees are likely to face a disgruntled buyer on the job. Does your cash register/POS handling education also cover dealing with unsatisfied shoppers? If not, establish some guidelines. You will need to teach your new hire how to stay calm and listen attentively without reacting emotionally.
Furthermore, it’s important to teach your new hire that repeating a customer’s concern is paramount. The customer will feel like they are being heard rather than feel as if their complaint is being ignored.
Also critical is learning teaching your new hire how to remedy the situation by asking the customer which course of action would make them feel better (a refund, future discount, gift card.)
Does your store, restaurant or other brick-and-mortar business have an updated security protocol in place? Is your new hire unequivocally sure of what to do in case of robbery? How about if the fire alarm goes off? What if the lights and other electronics go out? What if there’s a SWAT operation in the neighborhood and the authorities prohibit customers from exiting your facility? Is your new hire prepared to handle a crisis such as this (much less handle a credit card payment)? Think of every contingency. The more prepared your new hires will be the better off your business will be.
In conclusion, learning basic cash register training tips is vital for making a new hire’s transition a painless, streamlined process. However, customer relation psychology training as well as emergency preparedness are just as vital.
Want the best point of sale system (POS) that’s so easy to use your new hires can learn it within hours? Contact us for a demo.