3 Cashier Training Tips for Your Business

3 Cashier Training Tips for Your Business

Your cashiers are generally the last people customers interact with at your small business. And, depending on your store layout, they could also be the first folks guests see when walking through the door. What’s more, because cashiers are also likely the only staffers you have who are stationed in the same spot all day, they’re the ones needy customers are going to seek out when they can’t find any help on the sales floor. All this is to say: your cashiers are a vital part of your business. From first impressions to final sendoffs, they’re the ones who can make or break a guests’ shopping experience. They help deliver an ideal customer experience, they impart wisdom of your brand, and they’re the ones answering questions ranging from price checks to merchandise locations. Today, we’ll cover some valuable training tips to help shape your cashiers into the outstanding employees your business deserves.

Set Clear Expectations

Your cashiers are going to be responsible for handling a lot of cash. Whether it’s digital or paper, nearly every dollar your business sees is going to pass through the hands of your cashiers. It’s critical to have a clearly outlined set of protocols for your cashiers to adhere to. For instance, how often should they call to have their drawers reconciled and locked into the safe? Who should they call on each shift to take care of this task? What will happen if their drawer is over or under at the end of a shift?

Another great tip for money handling is to get your cashiers accustomed to talking out loud to guests. Repeating the bill denomination a customer hands over is a good technique that reinforces the cash that was just received. The customer can hear what the cashier believes is in her hand, and nearby customers can hear as well. So if a customer pays with a $20 bill and the cashier says, “Out of $10?” the customer can easily point out the discrepancy. Counting out the change being handed over is another way cashiers can shield themselves from customer arguments.

Empower them to Handle Unhappy Guests

Customers enraged over an item that was supposed to be on sale but doesn’t ring up as such. Customers upset the item they really wanted is out of stock. Customers angry their coupon is expired. There is no shortage of circumstances that may result in a disgruntled guest. Fights at the register are going to happen. The best thing you can do is teach your cashiers how to handle these uncomfortable situations in a pleasant, professional, and calm manner. The last thing you want to happen is a cashier breaking down in tears or starting a screaming match in front of other customers. Cashiers also need to understand the importance of listening when it comes to customer service. Oftentimes an issue can be diffused almost entirely if the customer just feels as though they’re being heard.

Fraud Spotting

Bad actors prey on young, inexperienced cashiers or cashiers-in-training. Make sure your newcomers understand the importance of fraud spotting. According to CNBC, the $20 bill is the most commonly counterfeited denomination in the United States, and there is almost $150 million in fake United States bills floating around the world. Spotting a fake bill is no easy task, but this article from Businessknowhow.com has a nice breakdown. You should also invest in a counterfeit detector pen as a first line of defense.

Fraud doesn’t just have to do with cash, however. Train your cashiers to keep an eye out for shoppers coming in and returning multiples of the same item. Or several of the same shirt, all in the same size. Shoplifters often head to retail establishments, swipe the top layer off a table of clothing, and then return the items to another location without a receipt. Cashiers shouldn’t flat-out accuse anyone of shoplifting, but they should know how to spot suspicious behavior and call in the appropriate manager when necessary.

These 3 cashier training tips for your business are key to ensuring your cashiers are set up for success. Treat them with respect and honesty, and your guests are sure to get service with a smile.