Cashier Training

WHO SHOULD WATCH THIS TRAINING VIDEO - ALL EMPLOYEES

Author

Zack Toler

Released 9/26/2018

Cashiers are some of my favorite people in the world, I'm always giving them money. In this section of the training, we're taking a look at a few different things. We're going to talk about how to sign a customer up for the program, redeeming a coupon for a customer in the dealership, redeeming a coupon a customer has printed from home, and how to request and add bonus points for a customer.

No Time For Videos:

STEP 1 - GRAB A CARD OR LABEL
Take the rewards number from the rewards card, stickers, key tags. (This is the top 7 digit number, the bottom number is the "secret code" used to setup their account in step 3. The actual reward number looks like "AA12345"
STEP 2 - ENTER IT IN YOUR DEALER SYSTEM
Place it into the appropriate field for your dealer management system (Talon is "Loyalty" field in the "Marketing Tab" while Light Speed is called "Other")

STEP 3 - HAND IT TO THE CUSTOMER
Hand the card back to the customer, tell them "this bottom number is your temporary password which you can use to create an account on OUR website, or you can toss it in the trash and just enter your phone number in on this keypad the next time your visiting.

REMEMBER
THEY MUST BE IN YOUR DEALER SYSTEM BEFORE THEY CAN USE THE KEYPAD!

WHO SHOULD WATCH THIS TRAINING VIDEO - ALL EMPLOYEES

No Time For Videos:

STEP 1 - LOOKUP THE CUSTOMER'S ACCOUNT
Visit,. http://intranet.morethanrewards.com to redeem a coupon for a customer in the dealership, you'll need to search for them by clicking on the blue "Rider Rewards" tab at the top of the page (right underneath your dealership name), click in the search box and type either their rewards number, or their last name.

TRY WILD CARD SEARCHES
You can even search by part of their name "Bre" for "Brethorst" or their phone number!

Once you've found the customer you're looking for, you'll need to click on "Redeem Rewards," and select the value of the coupon that you'd like to redeem.

TRY REDEEMING MULTIPLE COUPONS
You can redeem more than one coupon for a customer to equal what they are paying for (i.e., redeeming two $10.00 coupons for a $20.00 jacket).
STEP 3 - FORM OF TENDER
Your manager needs to add a "Reward Coupon" as another method of payment in your dealer system. You can then select the "Reward Coupon" form of tender upon checkout.

STEP 3 - END OF DAY RECONCILIATION
We highly recommend printing the coupons and having your customers sign them, put them in your cash drawer. Then at the end of each day, run the redemption report and confirm that the same number of coupons printed in the drawer match the report, this will help reduce fraud.

DON'T GET CONFUSED - KNOW YOUR TERMS

Reward Cards - Think of this like a customers "bank account" they can "save up" points. This card belongs to them and should not be given away.
Reward Coupons - These are the printed coupons that customer or cashiers can "convert" there reward points to "cash". So the points stay in their account until it's time to convert, when they get converted they become "coupons" and expire after 30 days.
Gift Cards - These are cards people buy and give away like for Christmas or Birthdays.

PRINT THE CASHIER CHEAT SHEET
We recommend printing the cashier cheat sheet and keeping it near your point of sale for common questions.

WHO SHOULD WATCH THIS TRAINING VIDEO - ALL EMPLOYEES

No Time For Videos:

STEP 1 - CHECK THE EXPIRATION DATE
Check the expiration date on the coupon, typically coupons expire after 30 days once printed. After the 30 days the coupon is no longer valid and can be scanned.
STEP 2 - SCAN COUPON BAR CODE
Every coupon has a unique serial number, you can scan the coupons barcode by placing your cursor in the same field that you would normally lookup a customers name. However, instead of looking up their name just scan the bar code of the coupon. You'll notice this time instead of the customers name coming up it actually pulls up the coupon and tells you if it's legit or not. This is a great way to prevent people from trying to photocopy coupons and use them because once they are redeemed they can't be used again.

DON'T FORGET TO SCAN COUPONS
If you do not scan the coupon and push redeem our system will not track them as being redeemed and then they will be conspired "expired" after 30 days. They also will NOT show up on the end of day report if you don't scan them. So when you compare "printed coupons in the drawer" vs "the report" if there is a coupon in the drawer that is not in the report, this tells you the cashier did not scan the coupon. You'll need to scan on behalf of the cashier and talk to them about this process since by not scanning the coupon they opened your store up to possible fraud or counterfeit coupons. This is because our system checks for counterfeits by scanning them, if you don't scan them, then we can't check for photo copies.

LOCATING LOST COUPONS
You can easily find any lost coupon for a customer by searching their name, then clicking their photo icon, then clicking "sales history". On that tab you'll find a list of all their coupons they printed, you can easily reprint them if needed or cancel them if you want put the points back in their account.

WHO SHOULD WATCH THIS TRAINING VIDEO - ALL EMPLOYEES

No Time For Videos:

MAKE A CUSTOMERS DAY
Bonus points are points given to your customer(s) outside of the regular way of purchasing something and earning one point for every dollar that they spent.

They can be given for any number of things including:
- Volunteering for an Event
- Attending a HOG Meeting
- Satisfying a Disgruntled Customer, etc.

HOW TO GET PEOPLE IN THE DOOR
You can even configure the Keypad to AUTOMATICALLY award bonus points on every "check-in" which is a great way to get people "in the door" by just giving away 5 bonus points with every visit. Using the Keypad Manager

CASHIERS CAN REQUEST THEM
Our system allows ANYONE at your dealership to submit a request for bonus points and give a "reason why" they want to give this customer points. This way you can empower your staff to use them to make customers happy.

MANAGERS CAN APPROVE THEM
While anyone can request them, they don't actually get applied to the customers account until a manager clicks "approve" on the dashboard. So only a manager can approve them.

WHO SHOULD WATCH THIS TRAINING VIDEO - ALL EMPLOYEES

No Time For Videos:

WHAT ARE REWARD GROUPS
By default everyone has 1 Reward Group, this is the base multiplier that is used when issuing reward points. For example if everyone gets 1 point per dollar then that default group is set to 1 point, pretty simple concept.
YOU CAN HAVE MULTIPLE GROUPS
Some dealers will want to create a "Reward Member", for example everyone gets 1 point per dollar, but maybe people who buy a new motorcycle get 2 points for every dollar so they are in a special group that can earn points FASTER then normal members.

POPULAR REWARD GROUP EXAMPLES
- New Bike Owners
- HOG Members
- Firefighters, Police, Military and First Responders

STOP DISCOUNTING - USE GROUPS
Over the years several H-D dealers have fallen into the discount track with their HOG Clubs. We have seen time and time again dealers who have given HOG Members 10% off their purchase. This can be very destructive to your bottom-line. Using reward groups is a great way to combat that while making your customers happy. The reason why is you can actually give "more" in a reward group to a customer then a discount and actually be "more profitable" as a company. This is because with "Rewards" customers have to "spend more" to get the reward rather than instantly getting the discount off them margin. Typically a 10% "Rewards" is about 1% discount in terms of "how it effects the margin". So that's why "Rewards" are much more profitable for dealers, while at the same time it benefits customers. The reason why is because those who actually "spend money" with the dealer receive "more" than those who might visit the dealership once per year. This helps drive repeatable shopping behavior which adds to the bottom line of your dealerships profitability.

Download Subliminal Training Manuals:

Getting Started Guide