Effective staff training is critical for successful dual pricing implementation—employees must understand the program, communicate it positively, and handle customer questions confidently. Training outline (1-2 hours initial training): Part 1: Understanding Dual Pricing (15 minutes)—What is dual pricing, how it works (cash discount vs. card price), why business is implementing (eliminate processing fees, maintain competitive pricing, reward cash customers), financial impact on business (show savings projections), legal compliance (it’s legal, properly implemented, not a surcharge); Part 2: Customer Communication (30 minutes)—Positive framing essential (“3.5% discount for cash” not “3.5% fee for cards”), when to mention program (every transaction at payment time, new customers get explanation, regulars already know), key talking points (see scripts below), handling objections and questions (role-play scenarios); Part 3: Operational Procedures (15 minutes)—How to calculate discount (manual or system automatic), processing cash payments, processing card payments, receipt generation (showing discount if applicable), signage locations and content, compliance requirements; Part 4: Practice and Role-Play (20 minutes)—Practice explaining program to “customer” (fellow staff member), practice handling objections, practice calculating discount, question and answer session, confidence building. Staff talking points (memorize these): Primary explanation (for all customers): “Just so you know, we participate in a cash discount program. All our posted prices reflect standard card pricing, but if you pay with cash or check, you’ll receive an immediate 3.5% discount. For example, your total is $100 with a card, or $96.50 with cash—you save $3.50! Which payment method would you prefer?” Short version (for regulars): “Your total is $100, or $96.50 if you’re paying cash. You save $3.50 with cash!” Enthusiastic version (to encourage cash): “Great news—we offer a 3.5% discount for cash and check payments! Your total is $100 with a card, but only $96.50 if you pay cash. That’s $3.50 back in your pocket today! Do you have cash or would you like to use a card?” For customers paying with card: “Your total is $100. [process payment] Thank you! Just so you know for next time, we do offer a 3.5% cash discount if you’d ever like to save. Have a great day!” Handling common objections: “That’s just a surcharge in disguise!”—”I understand it might seem that way, but there’s an important difference. We’re not adding a fee to card payments—our posted prices are already set at card pricing. We’re offering a discount to customers who help us save on processing fees. You’re always welcome to pay with a card at the posted price, but we want to reward cash customers with immediate savings. Does that make sense?” “This is deceptive!”—”I appreciate your feedback, and I want to assure you we’re being completely transparent. We have signage at our entrance and at checkout explaining the program. All our posted prices are the card prices, and we’re simply offering a discount for cash—just like many gas stations do. We’re happy to explain anything unclear, and you’re always welcome to pay however is most convenient for you.” “I don’t carry cash!“—”That’s totally fine! Most people don’t these days. You’re welcome to pay with your card at the posted price—there’s no pressure at all. But if you’d ever like to take advantage of the discount, you’re welcome to bring cash or a check on a future visit. We’re just trying to offer the option to those who prefer it.” “Why don’t you just lower your prices?“—”That’s a great question. Credit card companies charge us 3% or more on every transaction, which is a significant cost for a small business. Rather than raising our prices for everyone to cover these fees, we’re offering customers a choice: use a card and we cover the processing cost, or use cash and receive a discount. This way, you’re in control of what you pay.” “The discount isn’t worth the hassle of cash.“—”Absolutely—and that’s completely fine! We accept cards happily, and most of our customers still pay that way. The discount is just an option for those who prefer cash or want to save a little extra. Pay however is most convenient for you!” Important reminders for staff: ✅ DO:—Explain the program positively and enthusiastically, mention discount to every customer at payment time, emphasize customer choice and savings, be friendly and helpful, answer questions honestly; ❌ DON’T:—Call it a “surcharge” or “fee” (always “discount”), pressure customers to pay cash, apologize for the program, be defensive about questions, skip mentioning it (consistency is important), show negativity or reluctance; Critical phrases to avoid:—”Sorry, but we charge extra for cards” ❌, “There’s a card fee” ❌, “We have to add a surcharge” ❌; Critical phrases to use:—”We offer a discount for cash” ✅, “You can save 3.5% with cash” ✅, “Which payment method would you like?” ✅. Ongoing training and support:—Weekly reminders first month (reinforce talking points, address questions), monthly refresher (ensure consistency, share success stories, address any issues), new employee onboarding (dual pricing section in training, practice before customer-facing), mystery shop/secret shop (test program compliance, identify training needs), staff feedback sessions (what’s working, customer reactions, suggestions), performance incentives (reward staff for high cash adoption, recognize positive customer feedback). Training materials provided by Coastal Pay:—Staff training guide (comprehensive manual with all information), quick reference cards (laminated pocket cards with key points and calculations), script templates (word-for-word examples), role-play scenarios (practice common situations), FAQ document (answers to customer questions), video training modules (optional, online), certification quiz (ensure understanding). Measuring training effectiveness:—Cash adoption rate (are customers choosing cash?, target: 20-35% depending on industry), customer complaints (should be <5% negative feedback), staff confidence (survey staff comfort level), program consistency (mystery shop for compliance), revenue impact (tracking savings from program). Tips for successful staff buy-in:—Explain “why” not just “how” (financial impact on business sustainability, potential for raises/bonuses if profitable), show them the numbers (actual processing fees paid, savings projections), address concerns openly (answer all questions honestly, acknowledge awkwardness initially), celebrate successes (share positive customer reactions, highlight savings milestones), incentivize participation (bonus for high cash adoption?, recognition for best explanations?). Conclusion: comprehensive staff training is essential—invest 1-2 hours initially, provide ongoing support and refreshers, empower staff with clear scripts and confidence, monitor performance and adjust training as needed—well-trained staff make dual pricing successful and seamless for customers.