When staff actively promote your loyalty program, customers are more likely to sign up, redeem rewards, and stay loyal.
This guide offers practical tips and talking points to help your team drive adoption and engagement.
Train staff to promote the Loyalty Program
Make sure your team understands the value of the program and how to introduce it naturally.
Start the Loyalty conversation at checkout
At checkout, prompt staff to ask:
“Are you a member of our loyalty program?”
“Do you have a reward you’d like to use today?”
If the customer says no, encourage staff to explain the benefits and invite them to join. For example:
“Are you a rewards member? You’ll earn [X] points with today’s purchase. What’s your name?”
“Would you like to join our rewards program? You’ll earn [X] point(s) per [Y] dollars spent and redeem them for rewards later.”
Educate customers on earning points
Help customers understand how to earn points and their value:
“You’ve earned [X] points with today’s purchase.”
“You currently have [X] points — just [Y] away from your next reward!”
Encourage frequent visits:
“You're close to your next reward! One more visit might get you there.”
Highlight key benefits of the program
Give staff a simple, go-to script for communicating benefits:
Earn points on every purchase
Get access to exclusive offers and discounts
Redeem rewards in-store and online
Enjoy birthday perks and milestone rewards
Focus on seamless Sign-up & Sign-in
Make sign-up easy
Train your staff to guide customers through the loyalty sign-up process quickly and confidently. A smooth sign-up experience encourages more customers to join and engage with your program right away.
Staff training by POS system
Use the appropriate training guide below to help your team learn how to sign up customers through your POS:
Lightspeed Retail (X-Series)
These articles walk through the exact steps your team needs to follow for each system, so they feel confident adding customers to your loyalty program in any store environment.
Encourage the use of loyalty tools
Promote the use of self-service tools to improve the customer experience and reduce staff effort:
Customer Portal: Allows customers to view their points balance, check available rewards, and update their details.
Apple Wallet Pass (for iPhone users) & Google Wallet Pass: Makes it quick for customers to identify themselves at checkout and track their points and rewards from their smart phone.
Encourage Reward Redemption
Check for Rewards at checkout
Train staff to check for rewards during each sale and say:
“You’ve earned a $5 reward. Would you like to redeem it today?”
Make it a positive experience
Highlight how easy and valuable it is to use points: it should feel like a bonus, not a chore.
Be ready to answer common questions
Prepare staff to confidently answer frequent customer questions:
How do I sign up? Customers can register at checkout or through the Customer Portal.
Is it free to join? Yes, it’s completely free.
How do I earn points? Points are earned per dollar spent. The more they shop, the more they earn. They can also complete other earn options in their Customer Portal profile.
What rewards can I get? Rewards vary — encourage customers to check their Customer Portal for available rewards.
How can I check my points balance? Shown at POS or in their Customer Portal. If applicable, show them how to use the Apple Wallet Pass.
How close am I to my next reward? This is visible at the POS under each reward or in the Customer Portal.
Do points expire? Depending on your program
Yes — make sure your team knows the expiry timeline for your program.
Or No – but make sure your team knows to encourage customers to use them.
How do I add my membership card to Apple Wallet?
In the Customer Portal’s Card page, iPhone users can tap "Add to Apple Wallet" and follow the steps.How do I access my loyalty profile?
Through buttons in loyalty emails
Through your unique loyalty program link (wherever you choose to share it)
They can save their Customer portal profile to their smartphone home screen
Online store–if you have a connected eCommerce you can publish your Customer Portal to your online store for easy access.
Create Role-Playing Scenarios
Role-playing exercises can help staff practice their approach and build confidence:
Example 1: Welcoming New Customers
Staff: “Welcome! Are you a member of our loyalty program? It’s free to join, and you’ll start earning points today.”
Example 2: Encouraging Sign-Up
Staff: “I see you’re not a member yet. Would you like to sign up? You’ll earn points on today’s purchase and get a special welcome reward!”
Example 3: Reward Redemption
Staff: “You have 200 points available. That’s enough for $10 off today. Would you like to use it?”
Monitor and Adjust Training
Ongoing training and performance tracking are key to ensuring your loyalty program continues to thrive. In your Marsello admin, the Omnichannel Loyalty Dashboard gives you powerful insights into how effectively your team is engaging customers with the program.
Track Key Metrics to Measure Staff Performance
Use these key indicators to understand how your training is being applied:
New Members from Orders
See how many customers your staff are signing up, both overall and by store location. This helps you identify which sites may need additional support or recognition.Customer Attachment Rate
Monitor how often orders are processed with customer details included. A higher attachment rate means your team is consistently identifying and engaging customers.Unknown Customer Revenue
View the dollar value of sales where the customer is not identified. Aim to reduce this percentage — it reflects missed opportunities for loyalty enrollment, personalized marketing, and retention.
These insights help you pinpoint where staff may need a refresher or where your training is driving great results.
Continuously Refine Your Training Process
Keep your team engaged, informed, and motivated by making training an ongoing part of your store culture:
Host Regular Refreshers
Keep staff up-to-date on changes to the loyalty program or tools.Gather Feedback
Ask staff what’s working and where they’re experiencing friction. This helps you adapt training to real needs.Celebrate Successes
Recognize staff or store locations that are performing well. Share examples of how the loyalty program has benefited customers — it reinforces the value of their effort.
By empowering your staff with the right tools, knowledge, and confidence, you’ll turn everyday transactions into loyalty-building moments that keep your customers coming back.