How to Train Your Team to Promote Your Loyalty Program

A loyalty program can be a powerful tool for increasing customer retention, but its success largely depends on how well your team promotes it. If your staff isn’t properly trained, customers will never know it exists, and all your implementation efforts will have been in vain.

In this guide, we’ll show you how to train your team to promote your loyalty program naturally, effectively, and consistently.

Why Team Training is Crucial

Your team is the first line of contact with customers. They have the opportunity to explain benefits, answer questions, and motivate customers to sign up. Without proper training:

Employees won’t mention the program consistently
They’ll give incorrect or incomplete information
They won’t convey enthusiasm, resulting in low enrollment
Customers will be confused about how the program works

A well-trained team, on the other hand, can become your best marketing tool, generating organic sign-ups without the need for additional advertising.

Step 1: Create a Simple Training Manual

Before starting training sessions, prepare a brief document summarizing all essential information about your loyalty program. This manual should include:

Basic Program Information

Program name
Type of program (stamp card, purchase points, VIP tiers, etc.)
How a customer signs up (QR code, link, app)
How many stamps or points are needed for a reward
What rewards are available
Expiration dates (if applicable)

Answers to Frequently Asked Questions

Anticipate the most common questions customers will ask and provide clear answers:

Is it free to sign up?
Can I use my digital card in Apple Wallet or Google Wallet?
What happens if I lose my phone?
Do points expire?
Can I share my account with someone else?

Suggested Sales Script

Provide a sentence or two that your team can use at checkout:

“Are you familiar with our loyalty program? For every purchase, you earn stamps, and when you complete your card, you get a free reward. It’s very easy, just scan this QR code and your card is saved on your phone.”

It doesn’t have to be a rigid script, but it helps to have a starting point.

Step 2: Conduct a Practical Training Session

Once you have the manual ready, organize a training session with the entire team. This session should be interactive, not just a reading of the manual.

Demonstrate the Complete Process

Show them step by step how to enroll a customer:

Invite the customer to join the program
Briefly explain the benefits
Help the customer scan the QR code
Confirm the card was saved correctly
Add the first stamp or point

Do a live demonstration using a test phone so everyone can see the real process.

Practice with Role-Playing

Ask employees to practice with each other, simulating customer interactions. This helps them feel more comfortable and identify potential obstacles before facing real customers.

Example scenarios:

Customer in a hurry who doesn’t want to waste time
Elderly customer unfamiliar with mobile apps
Skeptical customer asking “What’s this for?”

Step 3: Explain the Benefits for the Team

Employees will promote the program more enthusiastically if they understand how it benefits them too. Explain:

Makes Their Job Easier

Digital cards eliminate the problem of customers forgetting their physical cards. This means fewer complaints about “Why can’t I claim my reward without the card?”

Improves Customer Experience

More satisfied customers mean better tips, fewer difficult interactions, and a more pleasant work environment.

Recognition and Bonuses

Consider implementing a small incentive for the employee who registers the most new customers in the program each month. This could be a monetary bonus, an extra day off, or simply public recognition in your business.

Step 4: Provide Visual Tools

Help your team with supporting materials that make promotion easier:

Visible QR Codes

Place sign-up QR codes in strategic locations:

At the checkout counter (large size, at eye level)
On tables (if it’s a restaurant or cafe)
On the receipt or invoice
At the business entrance

Attractive Signage

Create posters or displays that visually explain the program. Use simple graphics showing:

How the program works (1. Scan → 2. Accumulate → 3. Win)
What rewards are available
How many stamps or points are needed

Printed Material (Optional)

If your clientele includes people who aren’t comfortable with technology, consider having business cards with the QR code and a brief explanation.

Step 5: Establish Goals and Metrics

To keep your team motivated and aligned, establish clear objectives and measure progress.

Define Realistic Goals

Establish how many new program members you expect to register per week or month. Start with modest goals and gradually increase.

For example:

Week 1-2: 20 new registrations
Week 3-4: 35 new registrations
Month 2: 150 new registrations

Monitor Performance

Use your loyalty platform’s analytics tools (like Ganafy) to track:

How many new customers registered
How many stamps or points were awarded
Which employees are most actively promoting the program

Share Results with the Team

Every week or biweekly, share metrics with your team. Celebrate achievements and adjust strategy if numbers aren’t meeting expectations.

Step 6: Reinforce Constantly

Training isn’t a one-time event. For the program to remain effective, you need to constantly reinforce.

Brief Follow-up Meetings

Each week, dedicate 5-10 minutes in your team meetings to talk about the program:

What’s working well?
What questions are customers asking?
Is there confusion about any aspect of the program?

Update the Manual Regularly

If you change rewards, expiration dates, or any aspect of the program, update the manual immediately and communicate changes to the entire team.

Recognize Top Promoters

Publicly highlight employees who are doing an excellent job promoting the program. This motivates others to improve their performance.

Step 7: Train on Technology (Especially for Digital Programs)

If you use digital loyalty cards with Apple Wallet or Google Wallet, make sure your team is comfortable with the technology.

Teach Digital Wallet Basics

Many customers aren’t familiar with Apple Wallet or Google Wallet. Train your team so they can:

Explain what these wallets are
Show how to add the card
Help with common issues (e.g., “The ‘Add to Wallet’ button doesn’t appear”)

Common Problem Solving

Prepare your team to resolve situations like:

Customer can’t scan the QR code (help them focus the camera properly)
Card doesn’t appear in wallet (restart app, check internet connection)
Customer has a very old phone (offer alternatives)

Practice with Different Devices

If possible, have Android and iOS devices available for practice, as the process of adding cards is slightly different on each platform.

Common Mistakes to Avoid

Don’t Force Employees to Memorize Everything

The manual is there to consult. It’s more important that they know where to look for information than trying to memorize everything.

Don’t Make the Process Too Complicated

If the sign-up process takes more than 30 seconds, it’s too long. Simplify as much as possible.

Don’t Punish for Not Promoting to 100% of Customers

During high-demand moments or with hurried customers, it’s understandable that the program isn’t always mentioned. Focus on overall effort, not individual cases.

Don’t Assume Training Lasts Forever

New employees will need training, and old ones will need periodic reminders. Training is continuous.

How to Measure Training Success

You’ll know your training was successful when you observe:

Steady increase in new program registrations
Fewer questions or confusion from customers
Employees promoting the program naturally, without reminders
Customers mentioning that an employee explained the program very well

If you don’t see these results, it’s time to review your training strategy.

Digital Tools to Facilitate Training

Consider using digital tools to make training more accessible and effective:

Short Training Videos

Record 2-3 minute videos showing how to enroll customers, how to scan QR codes, and how to answer frequent questions. This allows new employees to learn at their own pace.

Team Chat Groups

Create a WhatsApp or Telegram group where employees can ask quick questions about the program anytime.

Loyalty Platform with Clear Admin Panel

Use a tool like Ganafy that has an intuitive admin panel. This makes it easier for your team to check program information without constantly having to come to you.

Example Case: Coffee Shop That Increased Sign-ups by 200%

A coffee shop implemented a digital loyalty program but only achieved 15 sign-ups in the first month. After conducting a training session with the team and establishing clear goals, they achieved 45 sign-ups in the second month (a 200% increase).

What did they do differently?

Created a 15-second sales script that everyone memorized
Placed large QR codes next to the cash register
Implemented an incentive: the employee with the most sign-ups for the month received a gift card
Held 5-minute meetings every Monday to review progress

This example shows that a well-trained and motivated team can completely transform the results of a loyalty program.

Ready to digitize your loyalty program?

Train your team effectively and watch your loyalty program become a powerful tool for retaining customers and increasing sales.

Try Ganafy free and start rewarding your customers today.