Loyal-n-Save Staff Training Manual (On Premise POS)

Loyal-n-Save Staff Training Manual (On Premise POS)

1. Introduction: What is Loyal-n-Save?

Loyal-n-Save is a fun, interactive loyalty program that rewards our valuable customers for shopping at our stores. It also encourages them to refer friends and family members to the store. Loyal-n-Save allows customers to earn reward tokens from items they purchase, as well as those purchased by friends and family members who sign up as a result of their referral. Reward tokens can be family members who sign up as a result of their referral. Reward tokens can be redeemed for coupons, discounts, and free merchandise in the online swag shop. 

Customers can create an account, participate in, and sign up for different loyalty promotions through the mobile app or on the website www.loyalnsave.com. Through their account, they will be able to participate in and sign up for loyalty promotions, keep track of their reward tokens, refer friends to their team, shop in the online Swag Shop, and view their purchases through virtual receipts. They will also be able to view the reward tokens they've earned from their Team-the friends and family members they refer to Loyal-n-Save. They will get a percentage of reward tokens based on their team members' reward token earnings.
 
2. Why is Customer Loyalty So Important?

Loyal customers spend 67% more than new customers. It also costs less to keep an existing customer engaged and happy than it does to acquire a new customer. You are a large part of the process of creating loyal customers. Your positive attitude, helpfulness, and knowledge about the store's products are essential to creating a positive customer experience. Happy, appreciative customers also make your job more enjoyable.

3. Asking A New Customer To Join Loyal-n-Save

During the checkout process is the perfect time to ask our customers if they'd like to join Loyal-n-Save. Since these customers are already making a purchase, they have already demonstrated an interest in our store's products and can earn reward tokens for doing so.
In a friendly tone, ask the customer if they found everything they were looking for. Then ask them if they'd like to earn reward tokens for their purchase by signing up for our Loyal-n-Save Program. Tell them the process will take less than a minute.

If they say " No," do not continue to ask them, such as saying things like " Are you sure?' We don't want to pressure our customers. However, they may be asked again during their transaction the next time they come into the store.

If the customer’s name does not populate, please inform the customer about the benefits of signing up for Loyal-n-Save. This can be as easy as saying “Would you like to save some money today?”. One of the best ways to help you sign a customer up for Loyal-n-Save, is to know the new and existing sales promotions for your store. 

If they say "Yes," be very enthusiastic. Say something like " That's great! You're on your way to earning exciting rewards." Let them know that they can also earn additional rewards for paying for their purchases with cash and for referring friends and family to Loyal-n-Save.

Tell the customer to download the app or visit loyalnsave.com to get started on earning reward tokens. Customers can gain access to or can sign up for special promotions, view their reward token balances and redeem their reward tokens for reward coupons online - a feature coming soon.
  1. If a customer downloads the Loyal-n-Save app, they will receive push notifications on their phone when new store promotions are available for them. They will also receive push notifications when they have earned reward tokens as a result of a member of their Team( friends or family reward tokens. Make sure to tell customers about the Loyal-n-Save mobile app for Android and Apple phones!
4. Signing Up A New Customer 
  1. Step 1: Click the customer icon
    1. On the left-hand side of the screen, click the customer icon. If the customer is not in the system already, click the new button on the bottom of the screen. 

  1. Step 2: Add the customer's contact information
    1. Scan the customer's driver's license for the fields to auto-populate or enter the customer's first name, last name, phone number, e-mail address, address, city, state, zip code, date of birth, license number, and gender. These are the required fields. Explain that we do not spam their email addresses; we only send important account information and relevant promotions.


Note: Customers can also register themselves online (www. loyalnsave.com) or through the mobile app. 
  1. Step 3: Register the Loyal-n-Save card number
    1. Take a new Loyal-n-Save card and look at the ID number on the back. Scan or enter this number into the Scannable ID field in the POS. When you're finished entering all customer ID information, including the scannable ID number, click the Save button. Now the customer is ready to being earning reward tokens with their Loyal-n-Save card. 
5. Awarding Reward Tokens & Viewing Reward Token Balances 

In order to ensure our loyal customers are awarded all the reward tokens they are entitled to, you need to make sure their Loyal-n-Save card is scanned at the time of purchase. If they don't have their Loyal-n-Save card with them, you can look up their account through customer view on the POS or scan their Qr code from the app.

Once you have applied the customer's account to the sale =, they will automatically earn reward tokens based on their eligible purchase. You can tell that the customer's account is active because the customer icon on the left side of the POS screen will now be the color blue and will have their name under it instead of the word customer.



The reward tokens will accumulate and can be viewed by the customers when they log onto their account on loyalnsave.com or the mobile app. Customers will also be able to view virtual receipts with the reward tokens they earned from their purchases. If a customer asks you what their reward token balance is, you can view it by clicking the view customer balances button. 



6. Redeeming Rewards Tokens
  1. Option 1: Scan the customers printed coupon 
    1. Scan the customer's printed couple to apply their discount
  2. Option 2: Scan the barcode on the customer's phone 
    1. The customer can pull up their loyalty coupons on their phone by accessing them through their e-mail or mobile app. Scanning the barcode of the coupon on their phone will automatically apply the discount.
  3. Option 3: View and apply reward tokens directly from the POS 
    1. Scan the customer's Loyal-n-Save card and make sure their products are also scanned. On the right side, select redeem loyalty reward tokens.

  
From here, it will take you to a dollar to redeem screen where you can enter the amount for redemption. This option should also pop up when you click subtotal. If a customer has no reward tokens, or not enough reward tokens, a screen will pop up saying "no reward tokens available to redeem". Customers cannot redeem reward tokens that exceed their sale total and under no circumstances can they redeem tokens for cash money.

Note: Customers can now REDEEM reward tokens for tobacco products, but will not EARN on tobacco.

7. Other Customer Option
  1. Option: Choose Another Customer- If you are in the process of looking up a loyalty customer and you accidentally pull up the wrong one, you can use the choose another customer button to go back to the search screen. From there, you can do a new search by last name, phone number, or e-mail address.


8. Mobile Application
 
Loyal-n-Save has its very own mobile app available for Android and Iphone devices. Customers can simply search "LoyalnSave" (all one word) into their app store and download their rewards program straight to their phone. This is extremely encouraged as most of the functions ( and more) are featured within the app. We want Customers downloading the app so that they can engage with their program on-the-go, resulting in increased sales.

Similar to the LNS web version, this incredibly user-friendly mobile app has the same look and feel that is easy for customers to navigate. We encourage our employees to download the app and get familiar with it incase customers come in with any questions.



On the mobile app, customers can currently: 
  1. Discover and add stores 
  2. View and subscribe to store campaigns
  3. View past receipts
  4. Add, refer, and join friends' teams via QR code
  5. Message friends individually or in a group
  6. Customize their profile with a photo and bio
  7. Monitor their newsfeed with store and team activity 
  8. Easily navigate nearby participating stores
  9. Shop and review merchandise in the online Swag Shop
  10. Monitor their store's reward tokens and see how much their team has earned them
As we develop the app further, new features will be added and updated.

Looking Up A Customer

The easiest way to look up a customer’s Loyal-n-Save account is to scan their ID. If you are not able to find the customer this way, you can type in the customer’s phone number through the customer widget.

Loyal-n-Save Loyalty Card
​
Loyal-n-Save Loyalty Cards are provided to customers during sign up in store. If the customer does not have a Loyalty Card, you can add a new Loyalty card from the Customers profile in the POS or the Customer can add their card from the app.
  1. Scan the back of the customers card and their customer information will pop up 

QR Code from the App

QR codes are linked to a Customers Loyal-n-Save account.

• Customers can present their QR Code to the cashier when making a purchase.

• From the app, the QR button is located on the home screen.







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