Using a cash register seems to be relatively straightforward at a glance. You scan the items being purchased or manually enter in labeled prices. You push another button to tally the subtotal, press the sales tax button, and present the final amount due to the customer. You accept the payment, issue change as required, and it is done. Sounds easy, right? Without the right POS cash register training, it might not be.
With today’s exploding technical expectations in both the consumer and business world, this couldn’t be further from the truth. Most modern POS systems present the cashiers with the ability to check inventory, process orders for out of stock items, view customer purchasing histories, and many other customer enhancing tasks. The complexity of these software solutions requires deeper levels of training to be given to those responsible for working a register.
With the legacy register now largely outdated and obsolete, businesses are now tasked with finding more effective ways to provide POS cash register training. The teaching syllabus must take into account both new and present employees, especially when a new, cloud-based POS solution is being highlighted. Deciding where to start with this training, and knowing how deep to go, can be overwhelming to start.
Developing an Effective Training Curriculum Depends on Multiple Factors
There are a number of elements in play that must be considered when rolling up your sleeves to develop a plan of attack. Sticking to the fundamentals of the tasks your staff is required to accomplish builds a strong foundation from which they can grow. These should tie into the key factors of your achievement of long-term success. Meeting the needs of the customer, managing inventory, and ensuring data security are all foundation elements that are mission-critical.
POS cash register training must also take go past the basics of handling money and issuing receipts. The key components of your POS software will need to be broken down into easy to present and understandable steps. These must be sorted further into specific job and shift responsibilities, such as closing out the day for the last shift workers or scan voiding for shift supervisors. This will force you into deciding which roles need cross-training due to daily changing job dynamics, and what positions are black and white roles that will rarely, if ever, change.
The last training factor that will help in driving success is the capability and functionalities that your POS software solution brings to the table. Its ease of use is crucial not just for the staff manning the registers, but for you and your shift managers to expedite quick-fix support solutions. Your POS system will ideally allow for granular permissions to the varying functionalities. Cross-training staff on these functions will add to your staffing flexibility by allowing you to change staff roles in real-time even when you are away.
Teaching the Fundamentals About Payment Security and Best Practices
Ensuring the security of your business finances and customer payment information is going to be the place you start your training. Staff must be aware of the various payment standards or applicable compliances, such as PCI DSS, to help you avoid running into legal trouble. They must learn to guard any payment details or account information as sensitively as they would the credit card in their pocket. They should be taught how to properly erase the screen after a transaction is completed, and proper disposal of unwanted customer receipts.
A portion of your POS cash register training must be centered around the entire cash exchange process. This should include:
- Detection of counterfeit currency.
- Proper cash handling techniques.
- Detect and discretely report a potential stolen credit or debit card.
- How to perform returns and refunds.
- Ensuring the appropriate sales tax is being applied.
- Learn how the differences around processing EMV chip cards, tap cards, and eWallets.
Establishing a deep level of understanding with staff around these items works to assuage customer concerns around the security of their transactions. These can also serve to greatly reduce the amount of leakage and fraudulent transactions that you may be held liable.
Resolving and Balancing your End of Day Drawer Counts
Related to contributing to your financial security and customer data protection is the end of day reconciliation of the day’s transactions. While training for this task may be reserved for your shift managers, or maybe just yourself, it is still important to provide a high level of instruction around how this process works. Doing so provides transparency into how performances may be monitored, as well as what exactly is required to help in the presentation of fraud.
This should include examining offline payments, declined credit cards, comparing revenues and voids to inventory, as well as sales tax and the accuracy of customer charges. You can use and present this data to your staff as further training exercises. For example, you find that one of your cashiers constantly forgets to charge the right amount of sales tax, or a shift manager is voiding more items than are actually coming back into inventory. These all work to protect all of the primary parties involved and allows you to deepen the trust you have between staff, the customer, and yourself.
Using Your POS Solution to Make Exceeding Customer Expectations Simple
In what could be a game-changer, teaching your staff how to use your POS cash register training to create a personalized customer experience will elevate your brand and reputation to new levels. Creating and presenting reports with a customer in front of them empowers staff to design an enhanced experience in your business at the touch of a finger. Your informed and knowledge equipped employee can now direct the customer to products or menu items that have been enjoyed previously, or related items if the exact products are no longer available.
And, when you possess a POS solution that provides a tablet-based app, your staff can project an air of confidence to the customer that yes, they can and will help the customer find exactly what they want. Giving the training to accomplish this to your staff will increase their productivity and further endear your business to your clientele. This will generate a lasting impression of your business throughout the community, and greatly minimizes the chances of having a dissatisfied customer on your hands.
Handling the Angry Customer with Care and Ease
We have all been there. After a long day in the shop, the door flies open so hard that you expect the hinges to give. A red-faced, short-breathed customer storms to the register counter, demanding to speak to a manager. They want a full refund for a product they don’t have with them, and they want it now. Do you know how to defuse this situation in a way that will not further harm your relationship with this customer? Is your staff equipped to accomplish this when you are unavailable?
This is the most unenviable, unwanted position that anyone in a customer service position can find themselves. Training staff at the register on the delicacies of handling such a situation while remaining calm in the face of an irate customer is a must. All you need is to have your cashier snap back at the customer, and discover later that this customer is bad-mouthing your business to everyone they can find. Working with your staff to develop ways to peacefully and effectively diffuse such situations can make a huge difference not just with the business reputation, but will show that you support your staff and in the end, bolster their loyalty to your business.
POS Cash Register Training is Only as Good as Your POS Solution
POS cash register training may seem simple at first. However, as the nuances of your POS solution come to light, the training you offer may no longer be enough. Using a convoluted POS system only makes things worse, as the staff has to also learn various undocumented workarounds, which themselves also do not work at times. Where do you turn if this is the case in your business?
Sometimes it is a simple upgrade to an existing POS system, or it is a full system replacement. In some cases, the POS software solution is fine as is, but the owners and managers were themselves never fully trained to use all of its features. This is why you will want to enlist the help of an experienced POS consultant. Obtaining a high level of business and technical expertise to help with designing and improving your POS solution makes training easier and greatly improves operational efficiency.
Modernizing your business requires cutting-edge technology to be involved, all of which can typically be found in a next-gen POS solution. With an updated POS system in place, you will find that POS cash register training effectiveness grows. If you are ready to improve your POS functionalities, talech is ready to help. Contact us today for a free demo and more information on how to bring cutting-edge technology to your customers.