The Complicated Task of Cashiering

For anyone who believes that the mind of an Apple store employee is filled with nothing but computer specs and troubleshooting advice, get this--it's also a money-making business that requires some strict procedures for processing purchases, handling money and products to insure accountability, theft and fraud protection, and generally-accepted accounting practices.

These requirements come into play particularly for those assigned to the point-of-sale (POS) position at Apple stores, including those with the job position of Cashier. Apple's training provides the background information and procedures the company has devised for handling all types of sales transactions, which are often multi-step and complex.

From a public Web site I've gathered information about the various procedures required for purchase transactions, including taking checks and credit cards, processing returns and special accounting situations. Many of the POS policies and procedures of cashiering are related to fraud and theft protection. While they're based on retail industry standards and are hardly considered secret, I've not listed them here.

This information indicates that while it's good for Apple store staffers to know something about computers, there is lots more information to learn and remember to keep an Apple store operating efficiently and profitably.

Note: Larger stores have dedicated Cashier job positions, while smaller stores have the Mac Specialists and other employees perform POS duties. In this information, I'm using "cashier" to describe anyone handling the POS duties.

First of all, those handling purchase transactions are trained to be confident in the actions (based on their training and experience), accurate, work quickly to keep line length short, take initiative to get tasks accomplished, efficient in all tasks, and to use all the available training and information resources to keep up to date.

While working the cash register, employees are to direct sales-related inquiries to a Mac Specialist to insure prompt service. Generally, the Specialists arrange the purchase, and may obtain the merchandise from the rear storeroom. In larger stores they use runners to bring merchandise to the POS counter, and cashiers to handle the purchase transaction. At smaller stores the Mac Specialist handles every step of the sales and purchase process.

Much of the cashier's work involves organization--keeping the proper paperwork flowing, and to the right place. Returned merchandise must be correctly labeled and stowed so it's not confused with out-going products.

The cashiers are instructed not to allow customers to open up product boxes prior to the purchase (only Apple products with serial numbers), since that would require Apple to resell the product for 10% off if the product is returned, either immediately or later. By the way, Apple charges a 10% restocking fee for open returned merchandise to apparently offset this requirement.

Perhaps the most complicated tasks of cashiering are related to the various forms of payment that are possible for products, and the types of other possible transactions. Each of the forms of payment has its own rules and procedures, and check-lists for proper information:

• Cash - Employees check for counterfeit bills, must place the money into the right drawers and in a standard way, and count out the change to customers.
• Check - These require a current picture ID (driver's license, state or military ID, no passports). Only business and personal checks are accepted, meaning no cashier's checks, money orders, starter checks or credit card checks are accepted. The checks have be completely and properly filled out, with no cross-outs.
• Credit Card - These also require a proper ID, and there are procedures for handling purchases when the buyer doesn't have any. There are procedures for when the transaction cannot be completed using the computer, for handling Apple Credit accounts, and for when the issuing bank declines the purchase.
• Gift Card - The cards must be scanned and the amount correctly accounted for (both for purchases and redemptions).
• Travelers Checks - The proper information must be filled out on the check, and the check must be properly validated.
• Debit Card - These are handled like a credit card, but require a special procedure if the product is returned.

Apple allows customers to use more than one method of payment (maximum of 8 right now), and there are procedures for handling this situation. Certain transactions are considered tax-emempt (federal government and diplomatic corps of foreign governments), and the cashier must recognize the situations and properly handle them.

The cashier must also make telephone calls for certain transactions to verify the authenticity of the purchase. Since they're nearest the telehone, the cashier is usually assigned to handle incoming telephone calls, which can be a challenge, both technically and for customer-service.

Even if you purchase a product in the store, some locations will ship it for you, and there are procedures for obtaining the correct address information, figuring the shipping cost and completing the paperwork.

Product returns are an important element of the cashier position for several reasons: customer service, fraud protection, product handling and accounting. The cashier must determine that the product is acceptable for a return, explain the policy to the customer, and determine if there are receipts and if the box is opened. If a return is authorized, the correct method of refund must be made (to a credit card, cash via check, gift card, etc.).

Cashiers must be capable of handling the various types of discounts and special accounts that are available, including students/educators, demo and refreshed products, and employee purchases. The store manager is authorized to override various charges, which must be noted during the purchase. There are also procedures for voiding a purchase that has been entered into the POS system.

Sales of .Mac, ProCare and AppleCare Protection Plans require the cashier to obtain information and make specific computer entries to activate the plans. Depending upon current procedures, the cashier may reinforce various aspects of the plan, telling the customer that the .Mac password must be at least six characters long, or that .Mac includes both an e-mail address and disk storage.

Cashiers also handle product pick-ups that were ordered by telephone, and must insure the proper person is picking up the merchandise and that a payment is entered.

The cashier must make sure the customer is purchasing a compatible product, especially if the customer picked the product off a shelf without a Mac Specialist's assistance. It may be as simple as asking a question ("You have a USB device you need to connect?") or a more lengthy conversation. All this requires some knowledge about the products and their specifications.

And, even a cashier can help sell at the very end. It's not uncommon for them to ask the customer if anyone explained or offered them a .Mac account, ProCare or Apple Care service.

Finally, the cashiers also must print out and explain rebate forms to the customer when appropriate, explain the return policies and ProCare or AppleCare plans. The cashier will circle the return date on the receipt, indicating they have explained the return policy to the customer and reinforcing the policy with the customer.

And yet, there's more to the task! The POS counter is where lots of store visitors end up, either making a purchase or asking questions (since someone is always a the counter). So customer service skills are a definite requirement. People with returns might be upset about their experience, those upset that the Genius Bar is crowded or there are no appointments, and those who demand to speak with a manager. According to sources, a store's cashier is yelled at the most.