31 March 2020
CHECKOUT OPERATOR HANDBOOK
Updated Policy February 2025
INTRODUCTION
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Before working on your own, you will receive comprehensive training on how to use the checkout software, scale system, process payments, and other necessary skills. If you encounter a situation not covered during training or are unsure about something, contact the shop floor manager for guidance.
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You will be issued a badge ID card, which you must scan to log in at the start of every shift. These cards are personal to you and must not be shared with anyone. Sharing your badge may result in mishandling the till count or system records, and any discrepancies will be your responsibility.
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Your work schedule, including exact hours, will be provided by the manager at the start of each week. Ensure you are ready to assist customers as soon as your shift begins and remain at your assigned checkout area until the end of your shift.
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If you need to take a lunch break or a short air-out break, ensure another staff member covers your position or obtain approval from the manager. You must clock out and clock back in for every break. If breaks are included in your employee agreement, they will be calculated at the end of the month.
ROLE OVERVIEW
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POSITION TITLE: Checkout Operator
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As a checkout operator, you are responsible for managing a standard checkout register, handling transactions, and assisting customers directly. Unlike self-checkout, where customers scan their own items, you will be scanning items, processing payments, and ensuring a smooth checkout experience.
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KEY RESPONSIBILITIES:
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Operate the checkout register efficiently and accurately.
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Scan items, process payments, and provide receipts.
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Assist customers with inquiries and price checks.
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Ensure the till remains balanced and report any discrepancies.
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Keep the checkout area clean and organized.
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Return trolleys or baskets to their designated spots.
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Never leave your register unattended unless properly secured or another staff member takes over.
LOGIN, LOGOUT, AND COVERAGE PROTOCOLS
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LOGGING IN AND OUT:
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Log in to the checkout system with your personal user account at the start of your shift.
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Log out during breaks and at the end of your shift to ensure system security and accountability.
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EMERGENCY SITUATIONS:
If you need to leave your checkout station, ensure another staff member is available to take over. If no replacement is available, notify your manager before stepping away.
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BREAKS AND SHIFT TRANSITIONS:
If the next staff member has not arrived in time for your break or shift end, notify your manager. Do not leave your register unattended until a replacement is available or you receive approval from your manager.
CHECKOUT
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SCANNING ITEMS:
All barcoded items must be scanned. If scanning is not possible, manually enter the barcode.
SCREEN MONITORING:
Always watch the screen while scanning to ensure each item is recorded correctly—do not rely solely on the beep sound.
WEIGHED ITEMS:
Place items charged by weight on the scale before selecting the product in the system. Ensure the entire product is on the scale and not leaning on the checkout desk. Large items can be placed against the designated back part of the scale for support (see image below for reference).
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FINALIZING THE TRANSACTION:
Once all items have been processed, the total amount will be displayed on the screen. Clearly inform the customer by stating the total price in a clear and professional manner. For example: “That will be 26 pounds and 37 pence, please.”
The customer will then confirm their payment method or request to charge it to their account.
PAYMENT METHODS
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PAYING BY CASH:
The total amount received should be entered into the system. Ensure the correct amount of cash is received and the correct amount of change is given.
It is your responsibility to check that banknotes are genuine by using the provided marker.
Old banknotes should not be accepted.
Scottish or Irish notes should not be accepted (see the Bank of England article regarding them not being legal tender).
PAYING BY CARD:
Advise the customer to tap their card on the card reader.
When the total is above £100, or if contactless does not work for any reason, ask the customer to insert their card into the reader and enter their PIN.
Always ensure the customer takes their card from the reader once the transaction is complete.
PAYING BY CHEQUE:
The only way to pay by cheque is to top up the customer’s account with the cheque and then pay for the sale via the customer account.
Ensure that all sections of the cheque are filled in, and the date is no later than the receiving date.
Always write the customer’s phone number on the back of the cheque. If the cheque is not from the paying customer, write the name and phone number of the person issuing the cheque on the back.
If the cheque amount exceeds the total owed, the remaining balance should be applied to the customer’s account. No change can be given on cheques.
If the system does not allow payment by cheque, contact the manager for further assistance.
PAYING ON ACCOUNT:
The cashier may ask for the customer’s details, but the customer must provide both their name and account number. If the customer only states their account number, the cashier should not prompt them for their name but should wait for the customer to provide it before verifying the account. This ensures that customers only use their own accounts for payments.
The total amount owed cannot exceed the customer’s credit limit.
PAYING BY VOUCHER:
The total amount received should be entered into the system. Ensure the correct amount of vouchers is received.
If the total value of vouchers exceeds the total amount owed, the remaining balance should be applied to the customer’s account.
No change can be given on vouchers.
Only vouchers from the next section can be accepted.
CUSTOMER DOESN'T HAVE THE RIGHT MEANS TO PAY:
If the customer does not have the correct means of payment or has reached their credit account limit, ask if they can retrieve a payment method (e.g., going home to get cash).
If they do not have an immediate way to pay, the manager should be contacted to confirm the sale (usually by approving a held sale).
VOUCHER LIST
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Every voucher can only be submitted using one of the two following methods:
METHOD 1
End Sale > Vouchers > Key in the total amount of vouchers received from the customer.
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No change given – any remaining balance can only be applied to the customer’s account.
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Can only be accepted within the voucher’s expiry date.
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Vouchers must be placed in your cash box.
METHOD 2
End Sale > Coupons > Scan Coupon
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Used for all other vouchers not listed under Method 1.
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If the system fails to recognize a voucher during scanning, consult with your manager.
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If the system prompts for a reference, you must enter the customer’s name.
VOUCHERS TO BE PROCESSED USING METHOD 1:
Kosher Savers Vouchers (£5, £10, £20, £50)
Wine Corner Voucher (£20) (Can only be used for wine purchases.)
Bederech Kovod Vouchers (£5, £10, £20)
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All other vouchers must be processed using Method 2.
DISCOUNTS
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BULK DISCOUNT
Customers are entitled to a 5% discount when purchasing a full case of any product.
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WINE CORNER DISCOUNT
Customers are entitled to a 10% discount when buying a full case of the same wine or 5% discount on a full case of the same whisky.
Other wine discounts can only be authorized by the Wine Corner Manager.
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OTHER DISCOUNTS
No other discounts can be given unless authorized by the manager or if the discount is pre-set on the customer’s account (this can only be done via the office).
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Discounts cannot be applied to items that are already discounted.
CASH REGISTER STORAGE
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FIRST SHIFT OF THE WEEK:
Collect from the middle office or your manager:
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Cash note envelope
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Coin bag
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Empty coin box
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START OF EACH SHIFT:
Collect a cash note envelope from the middle office or your manager.
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END OF EACH SHIFT:
1. Take £80 in notes from your cash box in the following denominations:
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10 × £5 notes
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3 × £10 notes
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(If you don’t have these, ask your manager to exchange them.)
2. Put the notes in an envelope, fill in the label, and post it in the letterbox next to the middle office door.
3. Place remaining notes, cheques, and vouchers in another envelope, label it, and post it in the same letterbox.
4. Put your coin box in the cupboard provided.
LAST SHIFT OF THE WEEK:
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Empty all coins into a grey bag, fill in the label, and attach it before posting it in the coin box opposite the middle office.
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Follow the end-of-shift steps above.
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GENERAL RULES:
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Fill in all fields on the envelope and coin bag labels.
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If leaving for a break but returning the same day, follow the end-of-shift steps before leaving and collect the cash note envelope and coin box again when returning.
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If returning for an unscheduled shift after leaving following the last shift of the week, collect the cash note envelope, coin bag, and empty coin box as per the first shift of the week.
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Ensure all notes are unfolded and sorted by denomination before placing them in the envelope.
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Vouchers should be unfolded and sorted by denomination – Bederech Kovod vouchers must face the same way.
BAGGING AND DELIVERY
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BAGGING:
It is the cashier’s responsibility to bag all items correctly for the customer.
Refer to the Packing Handbook and Policies for detailed guidelines on proper bagging procedures.
During busy seasons, designated packers will be assigned at checkouts to assist customers.
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DELIVERY:
For home deliveries, use black delivery boxes with a delivery bag inserted and pack responsibly. Always double-check the customer’s house number and full address - if unsure, ask the customer. A contact number (preferably a mobile) must be provided in case the driver needs to clarify delivery details.
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Avoid overpacking boxes - if you can’t lift one easily, it’s too heavy.
Keep packed boxes in your checkout zone until packing is complete, then neatly move them to the delivery zone outside. If it's a busy period, ask another staff member to take them out.
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Do not start serving the next customer until the delivery boxes have been moved outside or you have arranged for another staff member to do so. Always ensure you have enough black delivery boxes available.
CHECKING DELIVERY BOXES & PRINTING LABELS:
Once packing is complete, count the total number of delivery boxes, including any bulk full-product cases that do not fit inside a delivery box. Print the labels accordingly to match the total number of items being sent.
If the count is incorrect, all labels must be reprinted, as they specify the total number of boxes - this is essential for the driver.
Always double-check before finalizing to avoid mistakes.
ASSISTING CUSTOMERS
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HELPING CUSTOMERS WITH ISSUES
Cashiers are responsible for assisting customers with any issues they encounter at the checkout. This includes scanning problems, payment difficulties, or any other concerns that arise during the transaction.
REQUESTS OUTSIDE THE CHECKOUT AREA
If a customer requires assistance outside the checkout area, provide verbal instructions without leaving your till. If leaving is unavoidable, call another staff member to cover your post.
ELDERLY CUSTOMERS OR THOSE WITH SPECIAL NEEDS
If an elderly customer or someone with special needs requires assistance, provide help as needed. If additional assistance is required, request support from another staff member.
KEY POINTS TO REMEMBER
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Never leave the checkout area unattended unless absolutely necessary.
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Always monitor the checkout process to ensure all items are scanned and transactions are completed correctly.
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If you need to leave for an emergency or break, inform a manager or another staff member to cover your till.
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Ensure trolleys and baskets are returned to their designated spots to keep the checkout area clear.
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Always log in and out of the system correctly to maintain accountability.
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Assist elderly customers or those with special needs when possible.
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Inform customers of delivery service options if applicable.
RETURNS POLICY
GENERAL RETURNS
For general returns, customers should present a receipt to receive an exchange or a full refund. If the customer does not have their receipt, the manager should be contacted unless the return is less than £5. Fridge or freezer items are strictly non-refundable.
ACCIDENTALLY DAMAGED OR BROKEN ITEMS
If a customer informs you that they or their child have accidentally damaged an item, let them know they are not required to pay for it. Where applicable, ensure a member of staff cleans it up immediately.
OUT-OF-DATE GOODS, ETC.
When a customer returns an item because it is out of date, unripe, or otherwise unsatisfactory, apologize for the inconvenience and offer a replacement or a full refund for the item(s).
WINE RETURNS
If a customer wants to return an opened wine bottle due to concerns about its quality, consult with the wine department or ask your manager to assist with the process.
THINK 25
WHAT IS THE “THINK 25 RULE”?
The "Think 25" rule is a policy designed to prevent the sale of age-restricted products to minors. It requires that any customer who appears under the age of 25 must provide valid identification to verify their age before purchasing such products.
When a customer approaches the checkout with an age-restricted product like alcohol or tobacco and appears under the age of 25, you must request identification. Acceptable forms of ID include a passport, driver's license, or an ID card featuring a holographic mark or a PASS (Proof of Age Standards Scheme) logo. If the customer cannot provide valid identification, you must politely refuse the sale. This policy must be followed consistently to ensure compliance with the law and to prevent sales to minors.
HOW WILL THE SYSTEM HELP STOP THE SALE OF AGE-RESTRICTED ITEMS?
The system automatically checks for age-restricted items during the sale process. If such items are detected, a warning will appear that requires verification by the cashier or a member of staff. For self-checkout, a "call operator" button alerts the self-checkout manager. Always ensure that you follow the "Think 25" policy before verifying any age-restricted sale.
RADIO AND LANYARDS
RADIO USAGE
Radios are essential for maintaining smooth communication among staff and ensuring quick assistance for customers. Always have a fully charged radio at the start of your shift to facilitate efficient communication. As a cashier, your radio will be attached to your till. If your radio is not working, inform your manager immediately to get it resolved.
Responding to radio calls is mandatory. If you are busy with another customer, explain your situation briefly over the radio. For example, "I’m assisting a customer; I’ll respond shortly." Always maintain professionalism when speaking on the radio to uphold a positive team dynamic.
Key Radio Protocol:
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The general code for requesting manager assistance is "905." Once your request is answered, follow up with specific details of your request.
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For other staff members, address them by name over the radio. Once they respond, communicate your request clearly and concisely.
LANYARD POLICY
Wearing your lanyard correctly and visibly is a critical part of maintaining professionalism and security. Lanyards help identify staff members and promote a cohesive team image. Never use another staff member’s lanyard, and if you lose yours, request a replacement from your manager immediately.
EMPLOYEE DRESS CODE
All staff must adhere to the employee dress code as outlined in the employee handbook. A professional appearance reflects positively on the store and contributes to a welcoming environment for customers.
GENERAL CUSTOMER SERVICE
CUSTOMERS ARE OUR PRIORITY
Customers are at the heart of everything we do. It is essential to treat each customer with care, respect, and attention to ensure their experience with us is positive. When a customer seeks advice or assistance, take the time to listen carefully and respond politely. Even during busy periods or when dealing with other customers, strive to make each customer feel valued and appreciated. Remember, a satisfied customer is the foundation of our success.
ASSISTING CUSTOMERS IN THE STORE
If a customer requires help finding an item or needs assistance, it is vital to address their needs promptly and effectively. Here are key practices to follow:
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Immediate Response: If you are available, help the customer right away. Walk with them to the product or provide the information they need rather than pointing or giving vague directions.
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Requesting Help: If you are occupied with another task or assisting another customer, use your radio or other communication tools to ask for help from another team member. Always ensure the customer’s request is addressed, even if it means involving additional staff.
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Follow-Up: After ensuring the customer has been helped, check back if possible to confirm their issue has been resolved or if they need further assistance. This shows genuine care and attention to detail.
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Professional and Helpful Attitude: Even when busy or under pressure, remain professional and helpful. Be patient, speak clearly and kindly, and ensure that the customer knows their concerns matter.
FRIENDLINESS AND PROFESSIONALISM
While being friendly is important, always remember to respect the customer and maintain professionalism. Customers are not friends, and the relationship should always reflect that they are valued clients.
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Respectful Approach: Smile, make eye contact, and use welcoming language to create a positive atmosphere without crossing professional boundaries.
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Clear Communication: Speak in a way that is easy to understand without using overly casual language or slang.
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Focus on Service: Keep interactions centered on resolving the customer’s needs and following store policies to ensure fairness and consistency.
WHEN WE CAN'T MEET CUSTOMER EXPECTATIONS
There may be times when we do not have what a customer wants, or store policies may prevent us from fulfilling their request. In such situations:
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Call a Manager: If you think a manager may be able to assist further, do not hesitate to involve them. Managers may have the authority or experience to offer solutions.
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Say No Politely: If the request cannot be fulfilled, explain this clearly and politely. Use respectful language to ensure the customer feels heard and valued, even when the answer is not what they hoped for.
DEALING WITH CHALLENGING CUSTOMERS
While we are committed to providing outstanding customer service, it is equally important to prioritize the well-being and safety of our staff. If a customer’s behavior becomes aggressive or abusive, follow these steps:
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Stay Calm: Do not engage in arguments or escalate the situation. Maintain a calm and composed attitude.
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Get Help: Contact your manager immediately to handle the situation. If the situation feels unsafe, prioritize your safety and that of others.
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Document the Incident: After the situation is resolved, write down the details and report them to the appropriate person or your manager. This ensures that the matter is addressed properly and safeguards are in place for future incidents.
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No Tolerance for Abuse: Remember, while customers are a priority, no one should tolerate abusive behavior. Your safety and well-being come first.
By adhering to these principles and practices, we aim to create a welcoming and supportive environment for both our customers and team members. Delivering exceptional service with professionalism and care strengthens our reputation and builds lasting customer relationships.
WORKING AS A TEAM
Working as a team is essential for maintaining a healthy, happy, and productive environment. Always be polite and respectful to your colleagues, offering help whenever they need assistance. Supporting each other ensures tasks are completed efficiently and fosters a positive atmosphere in the workplace.
OTHER STAFF TRAINING
SHOP FLOOR STAFF HANDBOOK
SHOP FLOOR MANAGER HANDBOOK
WAREHOUSE MANAGER HANDBOOK