7 POS System Training Tips for a Productive Team

Purchasing the first POS terminal is a big step for any small business. Not only is it an investment that merchants can only hope will prove worth it, but if used correctly, it can provide business owners with more flexibility, optimise daily work operations and guarantee a hassle-free checkout experience.

Nowadays, more and more companies are turning toward modern payment acceptance solutions, partially because it facilitates their work process, but also, at the end of the day, it is the customers’ demand. However, to make the most of any POS system, you need to know how to use it correctly.

Whether you have just purchased your first payment terminal or simply changed the device, the chance that your staff will approach this new adaptation with uncertainty is high. Any new change can be overwhelming. For that reason, in this guide, we have gathered key POS training tips to help you empower your team to make the most of any new payment device.

Choose the most suitable POS system for your needs

Today, there is a broad choice of payment solutions – from portable card machines through self-service kiosk devices to online platforms. Certain systems work better for different companies and before you invest in a payment acceptance tool, first make sure you have chosen the right one.

Some POS terminals are more than just payment devices. Nowadays, there are smart payment devices that combine POS terminals, receipt printers and cash registers in one. Plus, they are usually equipped with added features and functionalities, such as mobile applications specifically designed for the needs of particular industries.

But purchasing just any payment device doesn’t immediately guarantee you a smooth checkout experience, neither for your staff nor for customers.

To find the perfect match for your case, you will first need to conduct thorough research and consider your needs. Think of the following questions:

• What is the size of your company? How heavy is the workload?
• How many employees will use the same POS system?
• What are your struggles and what aspects of your work do you hope the POS system will help simplify?

Once you’ve answered those questions, you will be able to narrow down your choice and ensure you get the most suitable POS terminal for your company.

Make sure you understand the new device first

Before you appoint your staff to use the newly acquired POS device, you will have to be the one to master it first. Make sure you understand how to work with the card machine and how you can best implement it in the daily operations of your business.

Most payment terminals work similarly, so if you already have some POS system practice, learning to work with a new one won’t be very tricky. But even if you have never had to deal with a payment device, don’t worry. Using a card machine is pretty straightforward. Plus, nowadays, there are plenty of online POS system training tutorials and you can always turn to the device’s supplier for help.

When setting up the payment terminal for the first time, follow the instructions that come with your device. Depending on the specific model you have chosen, whether it is a traditional POS terminal with a keypad or a smart device with a touchscreen, the steps might differ.

Always make sure your device is connected to the Internet. Some card readers come with an integrated data SIM card, while others will have to be connected to Wi-Fi.

You might also have to set up the payment methods you want to accept. Check which types of methods are accepted by your device by default and whether you would like to request additional ones from your POS supplier, if available.

Conduct the POS training directly on the device

Giving your employees hands-on experience with the POS system, rather than just theoretical training, can be incredibly beneficial. It allows them to feel more confident and relaxed when the time arises to use the system with real customers.

Training directly on the device allows employees to get used to the various features and functions of the system in a realistic setting.

Many payment service providers offer the opportunity to run test transactions. Incorporating these into your POS training programme will allow employees to practise transactions on the card machine without any real consequences.

It will also be beneficial to use simulations of real-life scenarios, such as declined credit cards, to help employees better understand how to use the system and respond to complicated situations.

All this will reduce the chance of frustration and help your staff get up to speed working with the POS system. Customers will be able to complete their transactions quickly and easily, resulting in increased customer satisfaction, as well as boosted efficiency and higher sales.

Process real transactions and show the new POS in action

Once the company’s point-of-sale system has been installed, many business owners offer their staff the chance to run through some transactions on the new device. This usually involves carrying out routine tasks, such as processing transactions using various payment methods, printing receipts or dealing with refunds.

Although test transactions provide an invaluable POS learning opportunity, dealing with actual customers during a real transaction has its own unique challenges and potential issues.

Rather than testing out new skills for the first time with customers present, merchants should give their staff the chance to practise these skills in a real-life context several times beforehand. Not only will this help employees to remember what to do, but it will also boost their confidence when it really counts.

To find the right time to conduct an actual POS practice, businesses should look for quieter periods. This will make it easier for staff to get used to the system, as there will be fewer customers and less pressure. Early mornings or after the afternoon rush may prove an ideal time for that. Additionally, it is important to take into account the preferences of individual staff members.

Encourage your team to work together and help each other out

Creating a team culture of open communication and collaboration is key to ensuring team success. To guarantee that everyone is on the same page and that each individual understands how to use the new payment acceptance tool, you should encourage your staff to help each other while learning. This will allow them to work as a team and become more efficient at using the POS system.

Helping each other while learning to operate the new device will allow your employees to learn from each other, which can save both time and effort in the long run.

At the end of the day, employees should be encouraged to provide helpful feedback and constructive suggestions to one another. This will help them understand that it is important to actively listen to other coworkers and provide support and resources when needed.

Finally, while trying to tackle the new challenge together, your staff can become proficient at using the system faster, which will help the business to run more efficiently.

Give your team some time – be patient!

Migrating to a new payment acceptance tool can be tricky, and so can training your personnel to work with it. The less time your employees have to acclimate to the change and learn how to use the POS system, the greater the chance that mistakes will be made once the system is put into action.

Offer enough POS training time for your employees to develop confidence in performing routine tasks and using common features. The longer your team has to practise navigating the newly introduced tool, the more confident they’re likely to be during actual interactions with customers. For your business, this means faster transactions, fewer mistakes and happier customers.

People learn at different speeds, and your employees are no different. Remember to exercise patience – those with more experience with payment systems may learn to use the new one without much effort, while others may take longer.

Plan for this with your POS training lead and think of a way to measure employee progress and comfort with the system. Investing enough time in staff training can save both time and money in the long run.

Monitor how your staff is picking up the new POS system and give them feedback

Tracking how your personnel are adapting to the changes in payment technology and providing them with constructive feedback is important. It will ensure that they can use the POS system effectively and the checkout process runs as smoothly as possible, both for your employees and customers.

This can be done by observing your staff while they are using the new device, asking questions to understand their thoughts on the system and giving them constructive feedback based on their performance.

This way, you will also be able to see the POS terminal’s performance in action and pick up on some issues, such as missing apps or software problems, that might have gone unnoticed at the beginning.

Additionally, providing resources such as online videos or user manuals can help employees understand the system better. Consider setting up routine training sessions to review the payment acceptance solution and provide guidance when needed.

Key takeaways

Purchasing a POS terminal is an important decision for any small business, and it is necessary to make sure you have chosen the right one. Training your staff correctly on the new device is also essential for the smooth running of your business.

The key to successful POS system training is to make sure you understand the new device first and then provide your team with hands-on experience. Also, encouraging your team to work together and help each other out, as well as giving them enough time to adapt to the system, can make the transition to the new point-of-sale tool easier and faster.

Finally, tracking the progress of your staff and providing them with feedback is a great way to ensure they are using the system correctly and efficiently.

Disclaimer: Please be aware that the contents of this article and the myPOS Blog, in general, should not be interpreted as legal, monetary, tax, or any other kind of professional advice. You should always seek to consult with a professional before taking action, since the particulars of your situation may materially differ from other cases.