cashiers training manual
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cashiers training manualThis is, after all, the moment that everything else in retail is working towards. As such, it’s obvious that your cashiers must be well trained so that everything goes smoothly. The first is the way that a store like Walmart approaches it: sales associates spend the whole of a shift behind the register, ringing whoever queues, but not leaving the desk until they’re told to. The second is the way that many mall stores, like Ann Taylor, will do: sales associates will ring customers as necessary. Nowadays, those sales associates may not even get behind a desk to ring but may use a mobile POS to ring right on the floor. Your cashier will need to smile and greet customers if they haven’t previously been working with the customer on the floor. They need to be equipped to get your customers’ shopping experiences off to a positive start, as well as answer their questions and direct them around the store. They should also be trained to ask customers if they’re interested in purchasing whatever small cross-sell you keep at the desk (think gift cards or trinkets). For this interaction, you may want to provide scripts, like Church’s Chicken does. So, you’ll have to be sure they’re prepared with the skills (mainly active listening skills) to diffuse situations and turn your angry customer into a happy one. Be sure to arm your cashiers with “phrases of courtesy.” Renee Evenson, the author of Powerful Phrases for Effective Customer Service, suggests such phrases as “I apologize” or “Will you?” instead of “You will” can make a big difference in dealing with an angry customer. A cashier who doesn’t know store policy will cost you a lot of money in discounts, fraudulent returns, or manager hours. After all, a good store will, in the name of customer service, take late returns or offer certain discounts when presented with the right circumstances.http://aviafond.ru/userfiles/daewoo-koc9q4t-instruction-manual.xml
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