Learn How To Be A Good Cashier
By Jasmine Glasheen
Entering a retail store is a holistic experience. Every part of your in-store experience needs to seamlessly blend in and flow – from the first “hello” when they come to your store, to your eye-catching displays and easy-to-read signage. Creating a great retail experience requires a lot of moving parts, but you still need to provide a quick and easy checkout process to get customers to change.
Walker predicts that the “customer experience” will replace the “price and product differentiation feature” by 2020. This means that customers are ready to spend more on a positive shopping experience. Conversely, a bad experience can cost your future business. Thirty-six percent of customers say they have changed brands due to poor service, and checkout is the final (and most lasting) impression your customers have of your business.
No business can afford to shirk at the coffers at a time when buyers have thousands of retail options available. So let’s look at three ways to make sure you provide the best possible customer service on the final leg of your customer journey.
Learn the basics
You’ve hired your salespeople for their personality and potential. Now is the time to make sure you know the specifics of your business’s payment processing systems. Your POS system can streamline the payment process. Therefore, provide your employees with the right training to ensure that your POS system runs smoothly and that your cash register is running quickly.
Role-play is another effective way to prepare your employees for the real scenarios they find on the sales floor. Pair new employees with more experienced people to teach standard processes such as purchases, returns, and exchanges. This can relieve management training and help build a good working relationship with your employees.
Expect the unexpected
In the fast-paced world of retail, not everything will follow the example of the book. However, once a cashier masters the standard payment procedures, he should be prepared for these less frequent customer issues. These include processing less popular payment methods, answering difficult product issues, and the quiet and professional approach to difficult customers.
Customers expect problems to be resolved quickly. While solid training programs are the largest resource for retail managers, employee training should not be limited to a few days a year. Keep laminated “In Case Of” training manuals and detailed product information so that cashiers can see them in slow times. Keep a specific manager within reach to solve difficult check-out issues and prevent potentially unpleasant situations from escalating.
Give your customers a reason to return.
You made the sale – great! That’s half the battle. However, the hardest and possibly most important part remains: Make your one-time customer a regular customer who is constantly working with your brand. This is where customer care comes into play. It is critical for sales personnel to use the POS customer management software in their business. Sharing the benefits of your business loyalty program and signing up with buyers is a great incentive for buyers to make a future visit. Be sure to collect new customer emails to engage with online marketing, and let them know that offers and exclusive VIP offers will be sent directly to their inboxes.
Requesting customer feedback is another great way to show that you are invested in providing a better experience for future visits. A simple “Did you find everything you were looking for today?” It can help solve the needs of an unsatisfied buyer and increase the likelihood that he will happily go out of the door. A cashier has really done his or her job by giving his customers a reason to return, and it’s a great way to educate them about customer loyalty incentives while ensuring their needs are met.
Shoppers are increasingly getting used to the fast, faceless experience of online shopping. From food to ball gowns, consumers can literally bring anything they want right to their doorstep. A friendly smile and a personal touch can ensure that your inpatient experience is competitive with the ease and convenience of online shopping.
By learning the basics of your business’s payment processing systems and preparing for common customer service scenarios, your employees can confidently help customers and provide customers with the fast service they need. By having (or accessing) a particular manager, you can ensure that difficult problems are resolved quickly. By engaging in role-playing games, you can solve various customer service problems without the risk of real impact. And a strong loyalty program is your assurance that your best one-time customers will always come back.
About Francesca Nicasio
Francesca Nicasio is Vends retail expert and content strategist. She writes about trends, tips and other cool things that enable retailers to increase sales, serve customers better, and be more fantastic overall. She is also the author of Retail Survival of the Fittest, a free eBook that helps retailers to future-proof their businesses. Connect with her on LinkedIn, Twitter or Google +.