Using a cash register seems to be relatively straightforward. You scan or manually enter the items, tally the subtotal and sales tax, present the final amount due to the customer then accept payment and issue change. Sounds easy, right?
With today’s advanced technical capabilities in both the consumer and business world, this couldn’t be further from the truth. Most modern POS systems now allow cashiers so much more, like 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 businesses to provide effective ePOS cash register training, especially when a new, cloud-based POS solution is being introduced.
Develop an effective training curriculum
To start, training should:
- Tie into your key goals and foundation elements that are mission critical: what meets the needs of the customer, manages your inventory, and ensures data security.
- Stick to fundamental tasks your staff is required to accomplish. Break down the key components of your ePOS software into understandable steps, then down to specific job and shift responsibilities. For example, how supervisors should void a transaction or how shift workers should close down the system at the end of the night. This will also help you decide which roles need cross-training.
- Drive success through the POS software capabilities and functionalities. Its ease of use is crucial not just for the staff, but for you and your shift managers to expedite quick-fix support solutions. Cross-training will add to your staffing flexibility by allowing you to change roles in real-time even when you are away.
Teach the fundamentals about payment security and best practices
Business finance and customer payment information security is a key training topic.
Staff should:
- Be aware of the various payment standards or applicable compliances, such as PCI DSS, to help you avoid running into legal trouble.
- Learn to guard any payment details or account information as sensitively as they would the credit card in their pocket.
- Learn how to properly erase the screen after a transaction is completed, and proper disposal of unwanted customer receipts.
POS cash register training should cover the entire cash exchange process, and 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
- Ensure the appropriate sales tax is being applied
- Learn the differences around processing EMV chip cards, tap cards, and eWallets
Establishing a level of understanding with staff around these items works to ease customer concerns around their transaction security and can reduce the amount of leakage and fraudulent transactions, for which you may be held liable.
Resolve and balance your end of day drawer counts
Related to financial security and customer data protection is end of day reconciliation. While training for this may be reserved for your shift managers, or maybe just yourself, it is still important to provide high level information around how this process works. Doing so provides transparency into monitoring performance as well as 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. 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 coming back into inventory. You can use this data to help you determine where additional training may be needed.
Use your POS solution to make exceeding customer expectations simple
In what could be a game-changer, teaching your staff how to use POS cash register training to create a personalized customer experience will elevate your brand and reputation to new levels. 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 this training to your staff will increase their productivity and generate a lasting impression throughout the community.
Handle the angry customer with care and ease
We have all been there. An unhappy customer demands to speak to a manager. They want a full refund for a product, or some other issue resolved, 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 how to handle such a situation while remaining calm is a must. 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
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.
Find out more about how the talech point of sale solution can offer powerful business management capabilities, while delivering safe, secure payment acceptance.
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