THE RETAIL WORK AREAS AND HOUSEKEEPING

PRACTICES

Year 9 Retail SEACMs R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

ROLES AND DUTIES

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

ROLES

• Jobs in retail can be classified in 8 different

categories:

• Retail outlet manager, shop assistant, cashier,

stacker/merchandiser, delivery person, customer

care representative, store keeper, product promoter

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

1. RETAIL OUTLET MANAGER

• Supervise retail outlets: sales, staff, stock, resources

• Ensure that staff is giving best customer service

• Monitor financial performance of the store

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

2. SHOP ASSISTANT

• Greet and serve customers when they enter the shop

• Assist shoppers to find the goods they are looking for

• Give advice and answer any queries from customers:

• Stock availability, details, special offers, price

• Be involved in stock control and management

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

3. CASHIER

• Welcome customers, answer questions, help them

locate items and provide recommendations/advice

• Operate scanners, scales, cash registers, other

electronics

• Accept payments, ensure that prices and quantities

are correct, provide receipt to customer.

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

4. STACKER / MERCHANDISER

• Placing and replenish goods in the shop

and the warehouse

• Plan and develop merchandising strategies

• Analyse sales figures, customer reactions, market trends

to anticipate product needs.

• Collaborate with buyers, supplier to negotiate prices,

quantities, and time-scales.

Ms

R. Fo

rmo

sa

–Y

ea

r 9

SE

AC

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

5. DELIVERY PERSON

• Loading, transporting and delivering items to clients

• In a safe and timely manner

• Review orders before and after delivery to ensure

• orders are complete

• charges are correct

• customers are satisfied

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

6. CUSTOMER CARE REPRESENTATIVE

• Supports customers by providing helpful information

• Answering questions

• Dealing with complaints

• Ensure that customers are satisfied with products,

services and their features

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

7. STORE KEEPER

• In charge of the stores

• responsible for store control: goods kept in store

• Verifies that all goods arrive as per agreed purchase,

delivery note and agreed quantity Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

8. PRODUCT PROMOTER

• Responsible for demonstrating the

features of a product to customers

• Shows how the product works, answers questions

• Attempt to persuade customers to buy the product

• Produce coupons and informational brochures

• Walk around store offering samples

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

DUTIES

• All these roles have their

responsibilities and duties

• Some duties belong to one particular role

• Others can be performed by multiple roles

• This depends on the type of retail in question

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

1. MANAGING THE STORE

• Make sure sales targets are attained

• Monitor sales performance

• Maintain inventories

• Assign tasks to employees

• Enforce safety policies

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

2. SALES DATA ANALYSIS

• Examine sales reports to see what goods were or

were not sold (weekly, monthly, or quarterly)

• Determine how much stock is to be bought

• Build strategies to increase sales and profits

• Determine what he customers want and need

(through interviews and surveys)

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

3. GREETING CUSTOMERS

• Sets the tone for the customer’s experience with the

business

• Show that you recognize returning customers

• Make them feel valued and trusted Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

4. ASSISTING CUSTOMERS

• Be available, make eye contact and be cheerful

• Respond to customer questions and requests

• help a customer find a product, assist them with their

purchase Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

5. EXPLAINING PRODUCT FEATURES

• Be able to answer questions about a product

• Be fully trained how to use all products in the store to

be able to demonstrate them to customers

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

6. PREPARING AND MAINTAINING SHELVES

• Make the most of the accessible area

• Keep the display fresh by making frequent changes

• Make shelves look attractive: colour schemes, innovative signs,

Reduce clutter

• Make sure all information is shown: price, discounts, offers

• Placing the most consumable goods towards the end of the store

• Placing seasonal items at the entrance of the store

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

7. HOUSEKEEPING

• Keeping work areas neat and in order

• Make sure the store is sparkling clean before it opens and

during the day

• Glass cleaning, washing sinks and hand fixtures, sweeping

and mopping floors

• Removing any waste (packaging / cardboard) or hazardous

items from work areas

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

8. RECEIVING AND ORGANISING GOODS

• Verifying deliveries: quantities, quality and price

• Inspecting for damaged goods and reporting them

• Sorting similar items grouped together

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

9. PROMOTING AND SELLING PRODUCTS

• Proper placing of items: categories, colour schemes…

• In store promotions: markdowns and special offers

• Creative and appealing window displays

• Holding demonstrations

• Advertising through brochures, tv / radio, catalogues,

social media, etc

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

10. PROCESSING PAYMENTS

• Scan items, ensure that prices and quantities are correct

• Collect payments: cash, credit cards, credit notes, and loyalty

schemes.

• Processing exchanges or refunds

• Bagging or wrapping purchases to ensure safe transport.

• Following all store procedures regarding coupons, gift cards, or

the purchase of specific items, such as alcohol or cigarettes.

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

11. SETTING UP VISUAL MERCHANDISING EXHIBITS

• Highlight the items that customers want

• Start close to the door and windows: storyteller

• Colours and textures

• Landscaping: elevation of products to be noted more than others

• Create a focal point

• Support with signage and tagging

• Refresh frequently

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

12. PREPARING INCOMING GOODS DOCUMENTATION

• Known as goods received note

• Prepared for inspecting delivery of goods

• Includes information about quantity, description of

goods, product code, weight, batch tracking number,

serial number, temperature (food), expiry date

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

13. ORGANISE WORKFLOW TO MEET CUSTOMER TIMEFRAMES

• Everyone needs to know their role and do the work

efficiently as a team

• More productivity means more efficiency

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC

14. MAINTAINING CUSTOMER DATABASE AND ACCOUNTS

• Keeping customer information up-to-date

• Database should give access to clients’ loyalty

schemes and discounts

• Keeping good records encourages

repeat business.

Ms R

. Fo

rmo

sa

–Y

ea

r 9

SE

AC