Welcome to Little Bean Rewards Training
This training manual will equip you with everything you need to confidently promote and manage our Little Bean Rewards loyalty programme. Your enthusiasm and knowledge are key to driving customer sign-ups and creating exceptional experiences!
Section 1: Programme Overview
What is Little Bean Rewards?
Little Bean Rewards is our customer loyalty programme designed to reward our regular customers with free products and exclusive perks. The programme is completely free to join and requires no physical cards or mobile apps.
Key Features
- Name-based system – Customers only need to provide their name
- Simple earning structure – 1 point per eligible product purchase
- Easy redemption – 10 points = 1 free product in the same category
- Birthday rewards – Special treats during birthday week
- Referral programme – Bonus points for bringing friends
- Free to join – No cost, all benefits
Eligible Product Categories
- Hot Coffee (Latte, Americano, Cappuccino, Mocha, Espresso, etc.)
- Iced Coffee
- Tea (all varieties)
- Milkshakes
Note: Points cannot be earned on gift card purchases or when redeeming rewards.
Section 2: How to Sign Up Customers
Step-by-Step Sign-Up Process
- Identify opportunity – When customer is ordering or paying
- Ask the question – “Are you a Little Bean Rewards member?”
- If NO: “Great! It’s free to join and you’ll start earning points today. May I have your name and email address?”
- Enter details – Input customer information into the system
- Confirm enrollment – “You’re all set! You’ve just earned your first point!”
- Explain benefits – “Collect 10 points and your next [product] is free!”
Information Required
- Full name (first and last)
- Email address (for programme updates)
- Date of birth (optional – for birthday rewards)
- Phone number (optional)
System Navigation
[Insert specific POS system instructions here based on your Odoo setup]
- How to create new member account
- How to look up existing member
- How to add points
- How to redeem rewards
Section 3: Customer Interaction Scripts
Opening Lines (Choose What Feels Natural)
At Order Point:
- “Are you a Little Bean Rewards member? It’s free to join and you’ll start earning points today!”
- “Before I ring this up, are you earning points with us today?”
- “Have you joined our rewards programme yet? You’d earn a point on this purchase!”
At Payment Point:
- “Would you like to join our rewards programme? No card needed – just your name!”
- “Are you collecting points today? It’s completely free to join!”
- “This purchase would earn you a point toward a free coffee – would you like to sign up?”
When Handing Over Order:
- “You’ve earned a point today! Just 9 more and your next [product] is free!”
- “That’s 5 points now – you’re halfway to a freebie!”
- “Congratulations! You’ve hit 10 points – your next [product] is on us!”
Handling Common Questions
Q: “Do I need to download an app?”
A: “No app needed! We just use your name to track your points. It’s super simple.”
Q: “Do I need a card?”
A: “Nope! No physical card required. Just give us your name each time you visit.”
Q: “How does it work?”
A: “Every time you buy an eligible product, you earn 1 point. Collect 10 points in any category – like hot coffee or iced coffee – and you get 1 free product from that category!”
Q: “What products are eligible?”
A: “All our hot coffees, iced coffees, teas, and milkshakes earn points!”
Q: “Do my points expire?”
A: “Points are valid for 18 months from when you earn them, so you have plenty of time to use them!”
Q: “Can I share my points with someone?”
A: “Points are tied to individual accounts and can’t be transferred, but we do have a referral programme where you can earn bonus points for bringing friends!”
Q: “What are the birthday rewards?”
A: “During your birthday week, you’ll receive a free large specialty drink, bonus points, and an exclusive discount on your entire purchase!”
Q: “How does the referral programme work?”
A: “When you refer a friend and they sign up, you both earn bonus points! Just have them mention your name when they join.”
Section 4: Redemption Process
When Customer Has 10+ Points
- Check balance – Look up customer account in system
- Inform customer – “Great news! You have [X] points. You can redeem 10 points for a free [product] today!”
- Confirm redemption – “Would you like to use your points today?”
- Process in system – Deduct 10 points and apply free product
- Celebrate – “Enjoy your free [product]! You’ve earned it!”
Important Redemption Rules
- Free product must be from the same category where points were earned
- Free products are subject to availability
- Rewards have no cash value
- Rewards are non-transferable
- Cannot earn points on redeemed rewards
Section 5: Troubleshooting
Common Issues and Solutions
Issue: Customer can’t remember if they’re a member
Solution: Search system by name, email, or phone number. If not found, offer to sign them up.
Issue: Customer name is very common (e.g., “John Smith”)
Solution: Ask for additional identifier – email, phone number, or date of birth.
Issue: Customer says they didn’t receive points last visit
Solution: Apologize, verify their account, and manually add the missing points if appropriate. Escalate to manager if unsure.
Issue: System is down or not working
Solution: Take customer’s details on paper, apologize for inconvenience, and manually enter later. Inform manager immediately.
Issue: Customer wants to combine points from multiple accounts
Solution: Explain one account per person policy. Escalate to manager if customer is insistent.
Issue: Customer’s points have expired
Solution: Explain 18-month expiration policy sympathetically. Expired points cannot be reinstated, but encourage them to start earning again.
Section 6: Promoting the Programme
Daily Goals
- Aim to ask EVERY customer about Little Bean Rewards
- Target: Sign up at least 5 new members per shift
- Remind existing members of their point balance
Best Practices
- Be enthusiastic – Your excitement is contagious!
- Be brief – Keep explanations simple and quick
- Be consistent – Ask every customer, every time
- Be knowledgeable – Know the programme inside and out
- Be celebratory – Make redemptions feel special
Upselling Opportunities
- “You’re at 9 points – one more purchase and you get a freebie!”
- “Add a muffin to earn another point toward your free coffee!”
- “Your birthday is coming up – make sure you visit us that week for special rewards!”
Point Out Promotional Materials
- Direct customers to QR codes on posters
- Hand out table tent cards
- Mention website for full details
Section 7: Birthday Rewards Programme
How Birthday Rewards Work
- Customer must provide date of birth during sign-up
- Rewards valid for 7 days (3 days before birthday, birthday, 3 days after)
- System should flag birthday customers automatically
Birthday Rewards Include
- Free large specialty drink – Customer’s choice of eligible beverages
- Bonus points – 50 bonus points added to account
- Exclusive discount – 20% off entire purchase on birthday
Birthday Customer Script
“Happy Birthday! As a Little Bean Rewards member, you get a free large specialty drink, 50 bonus points, and 20% off your entire order today! How would you like to celebrate?”
Section 8: Referral Programme
How Referrals Work
- Existing member refers a friend
- New customer mentions referrer’s name during sign-up
- Both customers receive bonus points
Referral Rewards
- Referrer: 25 bonus points
- New member: 10 welcome bonus points
Processing Referrals
- Ask new customer: “Did someone refer you to Little Bean Rewards?”
- If yes, get referrer’s name
- Look up referrer’s account
- Add 25 points to referrer, 10 points to new member
- Thank both customers
Section 9: Data Protection and Privacy
Important Reminders
- Customer data is confidential and protected
- Never share customer information with others
- Use data only for managing rewards accounts
- Customers can opt out of marketing emails
- Comply with all GDPR requirements
Customer Rights
Customers have the right to:
- Access their data
- Update their information
- Delete their account
- Opt out of communications
Direct any data-related requests to: hello@littlecoffeebean.co.uk
Section 10: Quick Reference Guide
Programme Basics
| Feature | Details |
|---|---|
| Cost to join | FREE |
| Points per purchase | 1 point |
| Points for free product | 10 points |
| Eligible categories | Hot Coffee, Iced Coffee, Tea, Milkshakes |
| Point expiration | 18 months |
| Minimum age | 16 years |
| Birthday reward | Free drink + bonus points + discount |
| Referral bonus | 25 points (referrer), 10 points (new member) |
Contact Information
- Customer enquiries: hello@littlecoffeebean.co.uk
- Programme details: https://little-coffee-bean-group1.odoo.com/loyalty
- Website: https://littlecoffeebean.co.uk
Section 11: Training Checklist
Before completing training, ensure you can:
- Explain what Little Bean Rewards is
- List all eligible product categories
- Sign up a new customer in the system
- Look up an existing customer account
- Add points to a customer account
- Process a reward redemption
- Explain birthday rewards
- Process a referral
- Answer common customer questions
- Troubleshoot basic issues
- Locate promotional materials in store
- Understand data protection requirements
Section 12: Staff Incentives
Recognition Programme
To motivate staff and reward excellent promotion of Little Bean Rewards:
- Weekly Winner: Staff member with most sign-ups gets recognition and small reward
- Monthly Champion: Top performer receives bonus or prize
- Team Goals: When store hits sign-up targets, entire team celebrates
Tracking Your Success
- Log each sign-up with your name/initials
- Manager will track and share results weekly
- Celebrate milestones together as a team
Training Completion
Staff Member Name: _______________________
Training Date: _______________________
Trainer Name: _______________________
Signature (Staff): _______________________
Signature (Trainer): _______________________
I confirm that I have completed this training and understand how to promote and manage the Little Bean Rewards programme.
Need Help?
If you have questions or need support with the loyalty programme:
- Ask your shift manager
- Contact: hello@littlecoffeebean.co.uk
- Review this manual
- Check promotional materials in store
Remember: Your enthusiasm makes all the difference! Every customer interaction is an opportunity to create a loyal Little Bean fan. Let’s make it happen! ☕💛