Retail Operations

2

Objectives

• The store administration and management process

• Managing inventory at the store level• Managing Receipts• Customer Service at the store• Managing events & promotions

3

Tasks to be performed at the store level

Receiving and

displaying goods

Providing customers ‘shopping’ experience

Recording sales

Managing alliances/partnerships and promotions/events

Store administration and management of premises

4

Typical tasks to be performed

• Store Administration & Management of Premises

• Managing Inventory & Display• Managing Receipts• Customer Service• Managing Events, promotions, Alliances and

Partnerships

5

Management of Premises

• Duration of hours for business• Responsibility for opening & closing the store• Security of store Premises• Security of merchandise

6

Store Administration

• Cleanliness of the store premises• Maintenance of the store façade & display

windows• Time keeping of store staff• Meeting requirements with respect to licenses

& permissions as required by the law of the land

7

Managing Inventory & Display

• Receiving & Inwarding of goods• Maintaining proper documentation for goods

received and returned from the store• Display of merchandise in various sections • Special displays in case of events &

promotions

8

Managing Receipts

• Determining the mode of receiving payments for sales – cash, credit cards, co-branded cards, etc

• Maintenance of records• Method of billing may be an aspect of store

operations which most of the staff are conversant with.

9

Customer service

• The customer service policy defined by the management is actually put into practice at the store

• Handling loyalty programmes• Handling irate customers• Handling situations when there is an increase in the

number of customers in the store – Diwali, Christmas, a discount sale, etc

10

Managing Events, Promotions, Alliances…

• Local tie-ups for certain products / services• During events, promotions – staff needs to be

trained on all aspects of the event/ promotion and the specialties in merchandise if any