👾 Open Beta: For all POS Sales Platforms
Staff Training Guides are designed to help your team confidently promote your loyalty program and provide a great customer experience. These guides help staff:
Understand and explain your loyalty program to customers.
Handle customer objections or questions about joining.
Follow best practices tailored to your POS integration to promote loyalty program engagement.
Each guide is automatically branded using your Brand guidelines, ensuring a consistent look and feel across your materials.
Review and customize your staff training guides
Before sharing or downloading your staff training guides, take a few minutes to review and personalize the content so it reflects your brand’s loyalty program, voice, and tone.
You can edit any guide by clicking into the Edit tab. Select the text to make changes directly, and use the drag-and-drop builder to adjust or add new sections.
1. In your Marsello admin, go to Staff Experience.
2. Click into the Overview guide
Review this Overview and add details about your loyalty program or customer experience specific to your Brand and staff.
3. Click Edit in the top-left corner.
In the Earn options section, enter how customers can earn points.
💡 Tip: Right-click to open your Earn Options settings in a new tab for reference.
In the Redeeming section, add how customers can use their points.
💡 Tip: Right-click to open your Redeeming settings in a new tab for reference.
4. Click Save
📝 Note: Marsello doesn’t automatically populate your earn and reward details yet. This is a quick opportunity to personalize your guide and make it specific to your business.
5. Click into the Common Questions guide.
Review these common questions and add any others specific to your customers or staff.
6. Click Edit in the top-left corner.
Points Expiry
If you use the points expiry feature, enter your chosen expiry timeframe.
💡 Tip: Right-click to open Settings → Points Program in a new tab for reference.
If you don’t use this feature, remove this question from your guide.
Reward Expiry
If you’ve updated the reward expiry feature, enter your chosen timeframe.
💡 Tip: Right-click to open your Redeeming settings, click your reward, then select Edit to view the “Expire discount [XX] days after being received by customer” setting.
If not, note that by default, all Marsello-generated discount codes are valid for 365 days.
7. Click Save
8. Click into the "Address Hesitations" guide.
9. Click Edit in the top-left corner.
Review and update this guide to include common customer hesitations and responses that are specific to your brand or loyalty program. This is a great place to add any additional scenarios your team regularly encounters.
10. Click Save
11. Click into the "POS Guide" guide.
12. Click Edit in the top-left corner.
Marsello automatically generates a POS Guide based on the Sales Platform(s) you’ve connected.
If you have multiple sales platforms, or if your sales platform is available on different devices, you may see more than one guide. Simply select the one that matches the device or POS register used in-store.
Review each POS guide to ensure the process and prompts align with how your staff operate at the register.
13. Click Save
🏆 Best practice: These guides are built using proven, best-in-class scripts from Marsello’s most successful brands.
For best results, follow this order during checkout:
Add products to the sale.
Add the customer to the sale.
Apply the reward.
This sequence ensures all items are included and rewards are applied correctly every time.
Repeat this step for any additional POS guides you use.
Download your staff training guides
You can download the guides as PDFs to share by email or print for inclusion in staff training manuals.
1. In your Marsello admin, go to Staff Experience.
2. Click into your chosen guide.
3. Click Export
Repeat for all required guides.
Common questions:
Q: Are guides automatically updated when new features are released?
A: Marsello updates the base templates when major new functionality is released. There are two options on how to keep your staff training guides up to date:
You can click “Reset to Default” to apply the latest version of a template.
⚠️ Important: Using the Reset to default option will remove any custom edits you’ve made to your existing staff training guidesOr, Marsello will also update this help center article and provide a new Snippet that you can copy and paste into your guide. This allows you to keep your existing customizations while adding the latest content.
Q: How do I measure if the training guides are improving my in-store experience?
A: You can track the impact of your staff training through your Omnichannel Loyalty Dashboard. Focus on the following key metrics:
Members attached to orders – measures how often customers are linked to sales, showing how well staff are engaging loyalty members.
New members from orders – tracks how many new customers are being added to your database through in-store sales by staff.
You can view these metrics at an overall brand level or filter by site for more detailed insights. These metrics help you understand whether your staff are effectively promoting your loyalty program and delivering a consistent in-store experience.