Learning Solutions Situation
A large Texas-based retailer, with locations in 13 states, was seeking a strategic partner to develop a comprehensive solution for providing training on the policies and functionality of their Point of Sale (POS) system. Faced with an upgrade to the interface for their POS system; the retailer found this a perfect opportunity to re-evaluate POS system training delivery. With this in mind, Synergistx was ready with their suite of learning solutions.
Synergistx conducted a learning analysis on existing materials and methods utilized to train employees on the POS system. Additionally, Synergistx observed employees performing the cashiers’ duties and met with company personnel to identify best practices for cashiers.
After completing all reviews, observations, and meetings, Synergistx proposed a blended training solution; not only for cashiers, but also for customer service cashiers and team leaders. The solution included a manual, hands-on training, and practice activities.
The new training manual developed included step-by-step instructions for using the POS system with replicated screens of the POS system, photos of additional equipment used by cashiers, photos of cashiers completing various tasks, and the reproduction of key documents used by cashiers.
Using the hands on activities in the manual, new employees complete the basic activities associated with handling a customer transaction. Cashiers start the training process by locating items in the store and bringing them to the cash register used for training. Then the employee accesses the POS system, and scans items as they would for a normal transaction. The employee then walks through the various payment methods. During the program, employees also learn about other special transaction processes such as; refunds, exchanges, monitoring cash in registers, bank deposits, and opening and closing the store.
This training solution was successfully used throughout the organization. Employees completing the POS training achieved the organization’s goals of the program. Consequently they were able to efficiently operate the POS system, contributing to the success of the organization.