Running a retail business involves more than just selling quality products. You must also meet your customers’ needs, especially when it comes to offering convenient ways to pay. With the rise of cashless options like digital wallets and QR code payment, Philippine retail stores need well-trained staff who can handle these tools with ease. So, if you want to stay competitive and deliver excellent customer service, effective training is crucial. Here are six practical tips to help you train your team to use modern payment technologies with confidence.
1. Choose the Right Payment Tools
Before you can train your team, you need to equip them with tools that are simple and reliable. As such, take time to review your current systems. Are they user-friendly? Do they work with devices your staff already know how to use, such as smartphones or tablets?
Consider Maya Business, which offers an all-in-one ecosystem to accept and manage payments effortlessly. Our in-store payment solutions include the Maya Business App, the Maya Terminal, and Maya QR, which are all user-friendly business solutions. With Maya QR, in particular, you only need a printed or digital copy of your unique QR code to let your customers #ScanToPay. All transactions happen in real time, and the QR code is interoperable with all bank and e-wallet apps that participate in the QR Ph standard of the Bangko Sentral ng Pilipinas.
2. Customize Training for Each Role
Many retail business leaders or managers make the mistake of using a one-size-fits-all approach to staff training. However, different roles require different skills. For example, a cashier must master your point-of-sale (POS) system, handle refunds, or manage cancellations, while a floor staff member may only need to explain payment options to customers.
Unfortunately, some businesses train employees only on basic tasks like ringing up sales and closing the till. This leaves out advanced functions that can prevent costly mistakes and save time. Take the time to teach your staff how to process chargebacks or identify payment issues. When they understand the system thoroughly, they make fewer mistakes and feel more confident, which is something your customers will appreciate.
To make this easier, prepare simple training manuals for each role. Then, allow new hires to shadow seasoned staff during peak and slow hours. Remember that people learn differently: some prefer videos, while others learn by reading or doing. Offering multiple training formats helps everyone learn faster.
3. Give Plenty of Hands-on Practice
Don’t rely on theory alone. Schedule training sessions during slower hours so employees can run test transactions, issue refunds, and try out various payment scenarios. For instance, what happens if a payment fails? Let them handle these “what if” cases now so they’re ready when it happens for real.
For instance, if you’re rolling out Maya QR, make sure your team understands how to use it. Ask them to test both static and dynamic QR codes and explain the difference back to you. This training is especially helpful when they need to help customers who might be scanning an e-wallet QR code for the first time.
4. Make Training an Ongoing Effort
Training shouldn’t be a one-time event. Moreover, payment technologies evolve quickly, and so should your training materials. For instance, Maya regularly introduces updates to enhance and introduce new tools. As such, make sure your staff stays up to date by scheduling refresher courses every few months. These don’t need to be long or formal. A quick team huddle to cover updates, share best practices, or troubleshoot common issues can go a long way.
In addition, create a feedback loop. Ask your staff what confuses them or slows them down. By addressing these concerns early, you build a team that feels supported, which directly impacts how they treat your customers.
5. Encourage Problem-Solving Skills
Even with the best tools and training, issues can still pop up. A payment might fail to go through, a customer may accidentally send money to the wrong account, or someone might need a refund on the spot. Some customers, especially older ones, may be unfamiliar with new payment methods and may need extra guidance.
Therefore, you need to teach your staff to stay calm, listen patiently, and explain clearly. For example, if a customer doesn’t know how to scan a dynamic QR code or wonders why they need to enter an amount for a static code, your team should be ready to help without making the customer feel embarrassed. Equally important, make sure your staff knows where to find answers or who to ask if they can’t resolve an issue on their own.
6. Celebrate Your Team’s Efforts
Finally, remember that learning new systems can feel intimidating at first. So, show your staff that you appreciate their effort. A simple thank you or compliment on a job well done can already motivate employees to keep improving.
Regular check-ins are also key. Ask your team how comfortable they feel using the new tools and what additional training they might need. When people know that their opinions matter, they’re more likely to stay engaged and provide better service.
Leverage Maya Business Solutions To Level Up Your Staff Training
Start leveling up your payment processes today with Maya. When you sign up for Maya Business, you get access to easy-to-use payment solutions for your staff so they can handle customer payments efficiently and with confidence.
Moreover, setting up a Maya Business account lets you open a Maya Business Deposit account and use it as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. Furthermore, you’ll be able to send money to your partners and suppliers for free via InstaPay and PESONet, letting you save more.
Signing up also qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months, allowing you to have another funding source to further develop your business. Just use Maya as your primary processor for all wallet and card payments. The more you use our solutions, the better the loan offer will be.
Sign up for Maya Business today to enjoy the benefits of cashless Maya Business solutions.
