New Volunteer Cashier Training Checklist

VOLUNTEER CASHIER TRAINING CHECKLIST

Use this checklist to ensure that each volunteer receives a standard training experience and that all information is communicated. Check each item as it is covered with the volunteer.

______________________________________________

(New Volunteer's Name)

Request that they wear a trainee ribbon so customers know they are in-training.

____Share with them that volunteering in the Hospital Gift Shop means providing a valuable quality retail service to patients, visitors and hospital staff. Convey the importance of their role in a profitable fundraising business operation. Welcome them and make them feel valued. Discuss the responsibilities of being a gift shop volunteer and how important it is to be punctual for their assigned shift.

___Explain the organizational structure of the Auxiliary and Gift Shop.

___Provide them with a cashierʼs job description. Introduce them to the paid staff and/or volunteer leaders.

___Show them the coat storage and sign-in area. Explain parking information.

___Tour shop and storeroom.

___Show them where merchandise and supplies are kept

___Review each department's merchandise

___Review selling techniques and multiple sales

___Review the “Policy & Procedure Manual” together. Encourage the new volunteer to take the manual home to review.

___Show the volunteer the location of the shop bulletin board for new information, updates and policy changes.

PROCEDURES:

___Show how to handle gift certificates.

___Instruct how to handle Employee Payroll Deductions.

___Explain the credit card transaction procedure.

___Review the check cashing policy.

___Review “exchange” policy and procedure. Explain that “No Cash Refunds “ means that customers cannot return merchandise for cash but can exchange for other merchandise of the same value or more.

___Review box and gift wrap policy and procedure.

___Explain that each volunteer receives a ____% discount card after working in the shop for three months. They must show their discount card when making a purchase.

___Explain that personal purchases must be rung up by another cashier. The receipt must be attached to the outside of the bag and initialed by the cashier who rang up the item.

____Review the importance of finding a volunteer replacement if they are unable to work their shift. They are to inform the Scheduling Chair when they are switching shifts with another volunteer.

___Inform the new volunteer of the 15-minute break during each four-hour shift.

___Discuss the proper way to greet and wait on customers. Explain that greeting a customer actually deters shoplifting, since shoplifters hate recognition.

___Review the steps to follow when a shoplifter is sighted.

___Show the location of the panic button for emergency use.

CASH REGISTER PROCEDURES:

___Show how to “count in” cash drawer working fund.

___Show and explain the “Cash Register Instruction Notebook” for transaction procedures.

___Share the importance of giving receipts to customer.

___Explain the importance of ringing sales up in the correct category. Explain how the

___Buyers and Manager use the register tape totals to make important financial and buying decisions

___Explain the importance of ringing the customer's method of payment by using the correct key (cash, charge or credit card). Point out how this helps them balance out at the end of their shift.

___Show how to change register tapes. All cashiers must know how to change register tapes!

___Instruct that shift members are to rotate duties during their shift. Rotating prevents having the same person on the register throughout the shift.

___Emphasize the importance of getting out from behind the counter and helping customers.

___Reading magazines or visiting behind the counter while customers are in the shop is inappropriate.

___Show how to “balance out” at end of shift using the tally sheet. Emphasize the importance of balancing out the number of stamps they started with and the number they ended their shift with.

OTHER RESPONSIBILITIES WHILE ON SHIFT:

Stock candy and gum regularly.

Restock bags and tissue when necessary.

Explain the correct way to answer the shop phone, "Gift Shop, may I help you?" And, how to transfer a call.

Explain the following:

* Patient's Rights of Privacy

* Fire Safety Procedures

* Hazardous Waste Policies