This blog was first published on August 1, 2024, and has been updated for accuracy on November 6, 2025.
Retail turnover isn’t new, but in 2025, it’s reaching critical levels. With over 15.6 million retail employees on U.S. payrolls as of March 2025, the challenge of keeping them engaged and retained has never been more urgent. Factors like competitive pay in other industries and rising in-store violence and harassment are making it harder than ever to retain employees. Foundational training helps new cashiers manage early-stage anxieties, but retailers need a broader approach that equips employees with skills, confidence, and a sense of purpose.
The high cost of retail employee turnover
Turnover isn’t just a staffing problem; it’s costly and disruptive. Vacancies can take weeks or months to fill, increasing workloads for remaining staff and potentially harming customer experiences. Investing in training and employee engagement can reduce these costs while improving overall performance.
- Total turnover rate in retail in 2025 was 59.8%, with 42.7% being voluntary departures.
- Replacing a single employee can cost a retailer 0.5–4x their annual salary.
- Retail stores with 100 employees may face approximately $620,000 per year in turnover costs.
- 70% of U.S. employers report difficulty finding qualified candidates.
Common cashier mistakes that contribute to loss
Cashiers are on the front lines of in-store retail, but even small mistakes at the register can add up to significant losses. These mistakes don’t just affect daily operations; they directly contribute to total retail loss (TRL), impacting both profit and operational efficiency. Some of the most common errors include:
- Inefficiencies at the POS: Slow or incorrect processing can frustrate customers and increase the likelihood of errors.
- Coupon misuse: Failing to follow coupon policies or accepting expired/invalid coupons can lead to unnecessary discounts.
- Suspended transactions: Leaving transactions suspended without proper follow-up can create accounting discrepancies.
- No-Sales: Opening the register without a sale recorded can increase shrink risk.
- Voids: Incorrectly voiding transactions without proper documentation can be exploited or lead to revenue loss.
- Price overrides: Changing prices without authorization or justification can erode margins.
- Improper fraud detection: Lack of training on spotting fraudulent or abusive customers can result in theft or chargebacks.
Addressing these common mistakes through training, clear procedures, and ongoing coaching not only reduces losses but also empowers cashiers to perform confidently and accurately.
Data-driven strategies to train and retain retail employees
Retail managers don’t have time to track every cashier’s performance manually. Appriss Retail’s Secure Coach module (an add-on to Appriss® Secure) provides retailers with essential tools and metrics to help improve employee performance and assist with reducing financial losses by helping managers quickly identify:
- Employees who need additional coaching to overcome specific habits
- Procedures that may cause loss or degrade the shopping experience
By combining AI-powered insights with hands-on coaching, retailers can enhance cashier performance and engagement in four key ways using analytics from solutions like Secure Coach:
1. Create personalized training plans
Even small mistakes, like ringing up only one item in a BOGO (buy-one-get-one) promotion, can create inventory discrepancies and waste time resolving issues. Data-driven analytics allow managers to identify specific errors and tailor training for each cashier, addressing gaps before they impact operations or customers.
For example, Secure Coach can help identify:
- Upsell opportunities: Transactions that only include coffee might show a chance to coach cashiers on suggestive selling (“Would you like to add a Danish or donut with your coffee?”). These small prompts can grow sales without increasing customer traffic.
- Compliance concerns: Tracking ID checks, birthdate entries, and override patterns can highlight when a cashier needs a reminder on alcohol or tobacco policies, helping prevent costly violations.
- Department mis-rings: Spotting repeated errors, like ringing non-organic produce instead of organic, helps correct hand keyed SKUs, reduce shrink, and improve reporting accuracy.
- Inventory accuracy issues: When a customer buys multiple sizes or colors, but the cashier rings only one type, it can create stock imbalances. Identifying and correcting these patterns ensures proper replenishment and inventory accuracy.
Secure Coach helps managers focus their coaching where it makes the biggest impact: improving cashier accuracy, confidence, and store performance.
2. Offer upskill opportunities
Employees who feel their skills are underutilized are ten times more likely to seek new opportunities than those who feel valued. With only 31% of U.S. employees fully engaged in their work, it’s crucial for retailers to provide meaningful development opportunities.
Secure Coach analyzes employee behavior, helping managers:
- Recognize top performers ready for additional responsibility
- Recommend upskilling programs focused on areas like fraud prevention, suggestive selling, or transaction accuracy
- Keep cashiers motivated by connecting skill-building with real business outcomes (such as increased sales or reduced shrink)
3. Recognize high performers
Recognition programs (like cashier of the month, contests for loyalty card sign-ups, or customer survey completions) boost engagement when administered consistently and fairly. Data-driven reports ensure goals are achievable, and performance is transparent, encouraging friendly competition and motivating employees to excel.
4. Support manager development
Store and call center managers juggle hiring, training, and daily operations, often leaving them overwhelmed. Secure Coach helps managers move beyond reactive oversight to proactive loss prevention by:
- Tracking performance trends
- Offering structured coaching and training programs
- Providing clear metrics on training effectiveness
- Identifying errors, unusual overrides, or suspicious activity so managers can act proactively to protect profits and support employees
Managers can more effectively guide their teams, track progress, and see the direct impact on store performance, boosting both employee and manager satisfaction.
Why smarter cashier coaching is key for retail success
Investing in data-driven cashier training turns routine tasks into a strategic advantage. Tools like Secure Coach help managers identify who needs support, tailor training, and recognize top performers, boosting engagement and performance. In a high-turnover, high-stakes retail environment, this approach reduces errors, protects profits, and improves the customer experience. With the right insights and coaching, retailers can build a confident, skilled, and motivated workforce.
