Train a new cashier to sell airtime
Before a cashier presses Send, have them confirm what the customer wants, the amount and where it must go. Then practise checking the result, handing over a receipt and calling a supervisor if the till goes quiet. Give each cashier their own login. A manager should handle funding and exceptions.
The five-step routine
| Step | Cashier action |
|---|---|
| 1 | Confirm product and value |
| 2 | Confirm recipient or delivery method |
| 3 | Submit the order once |
| 4 | Check and record the result |
| 5 | Give the customer a receipt or call a supervisor if the result is unclear |
By Freepaid · Published
Give staff a usable script
At the till, try “R30 airtime for the number ending in 42. Is that right?” Avoid reading the full number aloud in a crowded shop. For a voucher, confirm the value and explain where the PIN is printed and how to keep it private.
Show staff where the till displays the order result and what appears on the customer's slip. A payment slip shows what the customer paid. Check the supplier status to see whether the airtime arrived.
Practise three scenarios
Set up three practice sales with test data. Let the first go through normally. In the second, have the trainee catch a typo before they submit. In the third, leave the status unclear. The trainee should find the original reference and ask the supervisor or supplier to check it before placing another order.
A supervisor can ask the trainee to point out product, value, recipient, internal reference and supplier reference on a sample record. Do not expose real customer data in training materials. If a live test transaction is required, obtain approval and document its cost and recipient.
Watch a practice sale
Watch the trainee confirm the order, send it once, check the status and explain the receipt. Check how they handle private details and what they do when the result is unclear. Record the date, who trained them and which step needs more practice.
Keep the procedure current
Review the quick guide after a product, till or supplier workflow change. Remove old screenshots and instructions that could lead staff to the wrong channel. Keep credentials out of the guide. Train each shift, including relief staff, and assign one person to answer operational questions during opening hours.
At the end of a shift, match sales to receipts and leave a list of open cases, references and who is following up. Base training on the till and supplier steps your staff use today. Freepaid point-of-sale airtime
Observe the next shift without prompting
On the next shift, let the cashier handle a routine sale and find the instructions for a pending result without prompting. Note where they get stuck, fix that step and have them try it on a different example.