I am in dire need of help. My first day was terrible. Apparently the floor managers/supervisors of the front end hate being called for when you need help so I came here to ask here.
How do you do both WIC transactions?
How do you enter coupons in cash register if they won't scan
What do you do if register says "item not found" or something along those lines
what to do when you scan an item, continues to scan other items, customer says that the price is wrong for something. how do you void or override that price?
How much training did you have? Most of these should have been covered then, but they should also be there to answer any and all of your questions and help you out! That is what they are paid to do. It not only helps for a cashier to be knowledgeable, it helps ring tender and the front will run a lot more smoothly.
you didnt need to post two topics. you need to go to your front end manager or a supervisor and ask them these questions. did you not receive any training at all?
You only get two days. Im the type of person that needs to learn everything and have practice doing it multiple times and considering I didn't have a WIC person or anyone with jacked up coupons until now i'm screwed
Most of this stuff is fairly straight forward here. I'll give a quick run down, but keep in mind, codes might vary from store to store. The process should be similar however, but dont' take this as 100% factual. Especially when dealing with things like WIC checks. Verify the process with your PIC if you're unsure.
1. First, make sure they have their WIC ID Card (It's a Must have, no exceptions thing). Then, For Regular WIC Checks (For specific Items), you press "WIC WIC" in your keyboard (WIC key twice), before scanning anything at all on the order. Enter the Date on the voucher (start and expiration date, as prompted). Scan the appropriate items on the WIC Check, total it, apply any coupons and rewards card. Write in the final total in the appropriate box, have the customer sign the check (Don't forget!). To process it, you do "6 / [amount], Check" and then frank it.
For Fruit/Vegetable vouchers, you verify the WIC ID Card, then scan the amount of fruits/vegetables that are allowed (usually $8 or $10). Total, apply any coupons/rewards, then press "cvv, total, 3 / amount, cvv", then process the check like you did originally.
2. Entering coupons depends on if it's a store coupon or manufacturers coupon. A Manufacturer's Coupon, you should be able to simply do "999901" (for items covered by Food Stamps), and "999902" for non-food items. Enter the code, then key the amount for the coupon. For the store coupon, there's another code you can key in, so ask your PIC for that (I don't know it off the top of my head).
3. If an item isn't in the system, call the appropriate department and have them look for it and verify the UPC matches the one on the tag on the shelf. Sometimes products get new UPCs with their packaging, but aren't updated in the system. If the item isn't in the system and there's no way to ring it up, call a PIC and ask them to help you do what's called a "Department Code", and they'll walk you through how to do that if it's allowed.
4. If an item rigs up wrong and you need to correct it, simply void an item off like normal ("Void, scan item"), then to adjust the price, key in the new price and press the "Price Override" Key, scan the item, and then a "reason code" will come up. Choose "Make it Right" (should be "8").
5. All your produce codes should be in a book at your checkstand. If not, ask a Manager for them. They should be able to provide it.
6. If a customer is angry at you, you try to resolve it as best you can. Figure out why they're angry, and try to calmly address their issue. If they still aren't being difficult and angry, and you're getting flustered, call a PIC over to help with the situation. That's why they're there.
7. This goes back to #5. Look for a book in the check stand that should have all that information. I know our store, every checkstand has a book that has tons of information like that.
All of this stuff, they should have gone over in your training, including basic things like price adjustments, so I'm kind of surprised you're looking for help on these things here. If your instructor was worth anything, they would have made sure you knew all this during your two days of training (plus your live day). Check with your PIC though to verify these things, as, like I said, things might be a little different depending on your store.
Most of this stuff is fairly straight forward here. I'll give a quick run down, but keep in mind, codes might vary from store to store. The process should be similar however, but dont' take this as 100% factual. Especially when dealing with things like WIC checks. Verify the process with your PIC if you're unsure.
1. First, make sure they have their WIC ID Card (It's a Must have, no exceptions thing). Then, For Regular WIC Checks (For specific Items), you press "WIC WIC" in your keyboard (WIC key twice), before scanning anything at all on the order. Enter the Date on the voucher (start and expiration date, as prompted). Scan the appropriate items on the WIC Check, total it, apply any coupons and rewards card. Write in the final total in the appropriate box, have the customer sign the check (Don't forget!). To process it, you do "6 / [amount], Check" and then frank it.
For Fruit/Vegetable vouchers, you verify the WIC ID Card, then scan the amount of fruits/vegetables that are allowed (usually $8 or $10). Total, apply any coupons/rewards, then press "cvv, total, 3 / amount, cvv", then process the check like you did originally.
2. Entering coupons depends on if it's a store coupon or manufacturers coupon. A Manufacturer's Coupon, you should be able to simply do "999901" (for items covered by Food Stamps), and "999902" for non-food items. Enter the code, then key the amount for the coupon. For the store coupon, there's another code you can key in, so ask your PIC for that (I don't know it off the top of my head).
3. If an item isn't in the system, call the appropriate department and have them look for it and verify the UPC matches the one on the tag on the shelf. Sometimes products get new UPCs with their packaging, but aren't updated in the system. If the item isn't in the system and there's no way to ring it up, call a PIC and ask them to help you do what's called a "Department Code", and they'll walk you through how to do that if it's allowed.
4. If an item rigs up wrong and you need to correct it, simply void an item off like normal ("Void, scan item"), then to adjust the price, key in the new price and press the "Price Override" Key, scan the item, and then a "reason code" will come up. Choose "Make it Right" (should be "8").
5. All your produce codes should be in a book at your checkstand. If not, ask a Manager for them. They should be able to provide it.
6. If a customer is angry at you, you try to resolve it as best you can. Figure out why they're angry, and try to calmly address their issue. If they still aren't being difficult and angry, and you're getting flustered, call a PIC over to help with the situation. That's why they're there.
7. This goes back to #5. Look for a book in the check stand that should have all that information. I know our store, every checkstand has a book that has tons of information like that.
All of this stuff, they should have gone over in your training, including basic things like price adjustments, so I'm kind of surprised you're looking for help on these things here. If your instructor was worth anything, they would have made sure you knew all this during your two days of training (plus your live day). Check with your PIC though to verify these things, as, like I said, things might be a little different depending on your store.
If I've learned anything from my time at Kroger, it is that if someone gets pissed off, give them free stuff, apologize over and over, and find some employee to blame it on and say that they are new and you will make sure they receive better training.
Optimally, the best way would be to make sure there are enough employees and make sure they know stuff. That's not going to happen though. Kroger will always try to get by with the lowest number of employees being paid at once. They will also do anything they can to prevent people from getting full time, plus the average time someone works there is short because the pay and treatment it so bad. If a customer finds an employee and wants help, they expect him to know where stuff is, have a decent knowledge of the products, and know stuff about the store (when do sales run? when do you stock stuff? what is your return policy? do you carry x?). If the average employee worked full time and had been there for a while, we would be a lot closer to that. Instead, few people have full time and most people are inexperienced.
Honestly, most of this stuff you will learn over time. Every cashier has their own "style", or way of dealing with cashier life. If an item doesn't scan, I ask the customer how much it is and give them the item for the price they stated. I don't waste my time calling for a price check because it takes several minutes and I've been mocked and hung up on more often than I've been helped by my fellow "coworkers." With the Kroger 'make it right' bullcrap, doing this is 100% OK as long as you aren't giving discounts over $20.
If a customer gets angry at me, I usually laugh, to be honest. This serves to make them more angry. Sometimes, if it's someone who is just having a bad day (and you will know if this is the case) I'm extra-nice to them and often they will apologize for their rude behavior at the end.
When you're new, everything seems overwhelming... then after 2-3 months behind a register you're bored as f*ck. Enjoy this time while it lasts - cashiering won't always be new and confusing.
