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Sales

Cashier Test: Payments, Refunds and Checkout Security

Who it is for
Cashiers, head cashiers and sales associates who work the register
When to run
Before working the register unsupervised, then every six months
Size
18 questions · ~14 min
Pass mark
80%
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The register is where a mistake instantly turns into money: wrong change, a void without approval, a counterfeit note, a clever "change-raising" trick or alcohol sold to a minor. This test checks that a cashier knows the payment procedure, can act calmly in disputed situations and does not fall for typical scams.

The questions suit grocery stores, convenience stores, pharmacy and non-food chains. Rules for refunds and for selling age-restricted goods vary by country, so add your own internal rules to the test. Two questions are marked as critical — on the customer's age and on a threat at the register: a mistake in them is unacceptable even with a high overall score.

Answered 0 of 18

Starting the shift and serving customers

  1. 1
    What does a cashier check before starting to serve customers? Select all correct answers. Choose all correct answers
    Answer: a, b, d. If the float is not counted when received, any shortage cannot be explained later: it is unclear whether it was there in the morning or appeared during the shift. A faulty terminal or an empty receipt roll at rush hour creates an avoidable queue, so equipment is checked before the first customer.
  2. 2
    A customer has come to the register. What is the right way to start serving them? Choose one answer
    Answer: d. A greeting and eye contact take a second, but the customer feels noticed. Speed does not suffer: you can start scanning right after the greeting. Chatting with colleagues in front of a customer looks dismissive.
  3. 3
    The scanner won't read an item's barcode. What should you do? Choose one answer
    Answer: d. You must not ring up a "similar" item or an open amount: stock records will be off, items will be mis-recorded, and the customer's receipt will not show what they bought. If the item cannot be found in the system, call the head cashier or the manager.
  4. 4
    If the price at the register is higher than on the shelf tag, the cashier charges the register price and does not discuss it with the customer. True or false?
    Answer: False. Price discrepancies are a common cause of complaints. The cashier reports it to the head cashier or manager, who checks the price tag and decides which price to charge. In many countries a store must sell at the shelf price, so the procedure is set by local regulations and your chain's rules. The wrong price tag is then replaced.
  5. 5
    You need to close your register for a break, but customers are waiting in line. What is the right thing to do? Choose one answer
    Answer: c. Customers already in line are served, and new ones are shown that the register is closing. When leaving, the cashier closes the cash drawer and logs out of the POS software: an open register without a cashier is a direct risk of theft and a shortage the cashier will be responsible for.

Cash: genuine banknotes and change

  1. 6
    Which features does a cashier check to verify a banknote is genuine? Select all correct answers. Choose all correct answers
    Answer: a, c, d. A counterfeit is usually given away not by one feature but by several at once: no watermark, smooth paper without raised print, no color change. The set of security features depends on the currency and denomination, so learn the features of your country's banknotes and use a detector if the register has one.
  2. 7
    You have doubts about a customer's banknote. What should you do? Choose one answer
    Answer: a. The customer may not know the note is counterfeit, so you must not accuse them. Calmly ask for a different note or card payment and call the head cashier or manager: from there, follow the store's instructions and your local regulations. Accepting a doubtful note most likely means paying for the shortage yourself.
  3. 8
    Put the steps of a cash payment in order. Put in the right order
    Answer: b → d → a → c. While the customer's note stays in view, a dispute like "I gave you a fifty, not a ten" is settled in a second. If you put it in the drawer right away, nothing can be proven. Change is counted so the customer can check it right at the register.
  4. 9
    A customer has already received their change and suddenly asks to break a large note, then adds some coins, changes their mind and suggests "counting it differently". What do you do? Choose one answer
    Answer: b. This is a typical change-raising scam: the cashier is confused by a series of quick exchanges and ends up handing over more than they received. The right response is not to rush, close the drawer, return each side to what they had before the exchange and do one transaction at a time. If in doubt, call the head cashier.
  5. 10
    You are serving a customer with the drawer open. A second person nearby starts asking persistent questions and showing you something on their phone. What should you do? Choose one answer
    Answer: a. Distraction is a common trick of pickpockets and scammers: while the cashier's attention is elsewhere, money is taken from the drawer or the counter. An open drawer is never left unattended, and customers are served one at a time.

Cards, receipt errors and refunds

  1. 11
    A customer paying by card suggests: "You tap it, and I'll tell you my PIN." What do you do? Choose one answer
    Answer: b. A cashier does not enter someone else's PIN or take a card out of the customer's sight, even if the customer offers. This protects both the customer and the employee from suspicion of fraud. You can help verbally: show where to tap or insert the card and when to enter the PIN.
  2. 12
    You scanned an item twice and noticed after the transaction was closed. What should you do? Choose one answer
    Answer: d. While the transaction is open, the extra item is voided in the POS software; once it is closed, the error is corrected only by processing a refund. Voids and refunds are approved by the head cashier or manager: this protects against abuse. Handing out money "from the drawer" without a record is a shortage and a breach of cash-handling rules.
  3. 13
    What is the correct way to process a product return? Select all correct answers. Choose all correct answers
    Answer: a, c, d. Refunds follow a strict procedure: which goods can be returned and what documents are needed are set by local regulations and store rules. Money is paid out only after the refund is processed, usually by the same method as the original payment. A refund processed "later" almost always leads to a cash discrepancy.
  4. 14
    If there is extra money in the register at the end of the shift, the cashier can keep it — what matters is that there is no shortage. True or false?
    Answer: False. An overage is just as much a discrepancy as a shortage: it means a customer was short-changed or there was an error on a receipt. It is handed in and recorded according to store rules, and the head cashier investigates the cause.

Age restrictions and security

  1. 15
    A customer who looks under the legal age is buying alcohol. They have no ID but insist they are old enough. What do you do? Choose one answer Critical question
    Answer: a. Selling alcohol, tobacco and other age-restricted goods to minors is prohibited in practically every country. Both the cashier and the store can be fined, and repeated violations put the store's license at risk. Which documents are accepted is set by local regulations and store rules; the customer's word does not count as ID.
  2. 16
    A person at the register is making threats and demanding the money from the drawer. What is the right thing to do? Choose one answer Critical question
    Answer: c. Life and health are worth more than any amount in the register. Resistance, sudden movements and attempts to detain the person provoke violence. The cashier complies, makes no unnecessary movements and remembers the description: height, clothing, voice, distinguishing features and the direction the person went. Once they have left and the danger has passed, the cashier presses the panic button (if there is one), reports to the police and the manager and then follows the store's security procedure. Never chase the attacker.
  3. 17
    A lot of large notes have built up in the cash drawer during the shift. What is the right thing to do? Choose one answer
    Answer: a. The more money in the drawer, the bigger the loss in a robbery or from a mistake. That is why large amounts are removed from the register during the day and moved to the safe or for collection, recorded according to store rules. Money must not be passed to colleagues without a record: later it will be impossible to tell whose shortage it is.
  4. 18
    You can tell your POS login password to a colleague who covers for you for a few minutes. True or false?
    Answer: False. Each cashier works only under their own login: all sales, voids and refunds are recorded against it. If a colleague works under your password, you will be responsible for their mistakes and any shortage.
Your result

· Pass mark is 80%. Correct answers and explanations are shown below. A mistake in a critical question fails the test regardless of the score.

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Use the test as a starting point and align answers with your standards and local regulations.

Answer key · Cashier Test: Payments, Refunds and Checkout Security

  1. a, b, d
  2. d
  3. d
  4. False
  5. c
  6. a, c, d
  7. a
  8. b → d → a → c
  9. b
  10. a
  11. b
  12. d
  13. a, c, d
  14. False
  15. a
  16. c
  17. a
  18. False

jeCheck · https://jecheck.io/en/templates/tests/cashier-standards

Frequently asked questions

The test has 18 questions and takes about 14 minutes. The pass mark is 80%, and a mistake in either of the two critical questions means the test is failed.

The sales associate test checks selling and advising customers on the floor, while this one covers only register work: payments, genuine banknotes, voids, refunds and scams. If a sales associate also works the register, assign them both tests.

A new cashier — before their first unsupervised shift. Everyone else — every six months, and also after a shortage, a fraud incident or mystery shopper findings.

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