Cashiers are employed in a variety of settings, from gas stations to retail boutiques and large chain stores. Regardless of where they work, cashiers’ duties basically are the same. They’re expected to provide excellent customer service, calculate the prices of goods or services, and perform transactions such as cash handling, credit processes, returns or exchanges. An effective way to set cashier performance goals is through identifying the specific job duties of a cashier.
Communication
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Customer service refers to the way an employee interacts with customers as well as her coworkers. External customer service consists of acknowledging store visitors, answering questions about products and services, and projecting a good company image that encourages repeat business. Internal customer service refers to interaction between a cashier and her coworkers – meaning supervisors, managers, shipping and receiving, and sales staff. Reasonable customer service performance goals for a cashier include using strong communication skills during interaction with customers and employees, and maintaining up-to-date knowledge about the company’s products and services.
Technology
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Setting goals for cashiers’ duties related to calculating the prices of goods and services requires a closer look at technology skills that cashiers need. For example, many companies use computerized bar code scanners. Cashiers need to be comfortable with using technology for processing sales transactions, whether that technology scans prices or is used for calculating purchases such as point-of-sale or point-of-purchase systems. In high-volume sales areas, the ability to use technology is essential, as is the ability to determine incorrect or mismarked prices with both speed and accuracy.
Accounting
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Many cashiers are responsible for either opening or closing daily transactions. This means cashiers must be able to reconcile cash or credit transactions against drawer contents, recognize and resolve discrepancies, and follow company procedures for shutting down operations for the night or opening the business the next day.
Industry
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Supervisors and managers should also consider industry-specific performance goals for cashiers who work in industries where they need specialized product knowledge. For example, cashiers in an automotive parts store should be familiar with the store’s inventory, the difference between a headlight and a taillight, and maybe even the differences among motor oil viscosity.
Process
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The process for setting cashier performance goals is no different than communicating performance standards for other positions. Ensure the job description reflects the cashier’s responsibilities, tasks and job duties. Explain the company’s performance expectations during orientation and training for new cashiers, and conduct regular performance appraisals that contain those performance expectations.
