Store Operating Procedure for Store Manager
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Transcript of Store Operating Procedure for Store Manager
OPERATING PROCEDURES FOR STORE MANAGER
Submitted by:Kundan GanvirMFM 2nd Semester
1. Store Opening & Closing
Store to be opened based on a proper schedule.
Store to be put in shape before shopping hour arrives.
Standard store opening time. Opening to be done by Store
Opening Team(SOT) Proper inspection to be done by the
SOT Additionally paper seal on the locks
before opening ,each lock has to be checked.
Any employee who has resigned or is on notice shall not be a part of the SOT.
Store Closing to be done by the Store Closing Team with the store closing head.
Security Staff will put “Store Closed” signage(s) at all customer entry points
Gates will be closed for the customers half an hour before the store closing time.
The cupboards and theft prone items are locked / secured.
The Head Cashier ensures that all cashiers have locked the cash
counters, counted the money and hand over the money and keys to him.
2. Store Readiness
Check list for Maintenance
Check list for Housekeeping
Executing Promotions on featured areas
End caps
Promotional aisle
Freestanding displays
Cash wraps
Walls
Windows
Store visual merchandising – Signage Check list (standard signage ,signage placement, POS signage, display and removal of signage, VM fixtures)
Floor Plan & Displays
Check list for Sales Associates/Floor Team
Merchandise Display
Expiry Dates merchandise handling
3. Store Merchandise Handling
Transfer of stocks from warehouse
Receipt of stocks at store
Loading & Unloading
Delivery from vendors
Goods Return to vendor
Goods Return to warehouse (Fresh, Excess & Defective Merchandise)
Ordering from stores
Stock receiving from vendor (DSD)
Consignment Vendor Stocks (VMI)
Merchandise write off Procedure
Merchandise Location & Stacking (FEFO,FIFO)
Plano-grams implementation
Merchandise Replenishment & Inventory reordering
4. Store Administration
Admin task related checklist
Check list for Maintenance
Check list for Housekeeping & Cleanliness
Time Keeping of staff
Staff uniform policy
Sale of scrap
Required Permission & Licenses ,renewal and compliance
Health & Safety Norms
Insurance -Building & Infrastructure, Inventory and Cash ( In store & banking)
5. Store Staffing
Hiring Process-Interviews, Selection & Hiring
Staff On boarding ( Pre-Medical, Reference check, Identity card issue etc)
Job Descriptions and KRA Employee related policies-
Vacation Policy, Harassment & Discrimination Policy
Employee Benefits Staff transfer and resignation Staff Scheduling-Shift Timings
Staff Training-new & old Compensation & Bonus
Structure Workload Forecasts Employee Performance
Standards & Reviews (Best Employee)
Employee entry and attendance recording
Store Employee Grooming Standards
Promoters Deployment
6. Store Security
Security process checklist Security SOP for below task
Handling Legal aspects
Handling counterfeit notes
Handling Tag Beep
7. Loss Prevention & Shrinkage
Anti Shoplifting Methods – Checklist
CCTV
Electronic Article Surveillance(EAS)
Loss Prevention Personnel
Locked Merchandise
Pilferage & Shoplifting
Store policies and guidelines for pilferage handling
8. Cash Management
Store Back Office cash procedures
Store Front End cash procedures
Cash Refunds
Double Billing/ Mistakes by cashiers
Gift Vouchers handling
9. Customer Service
Stock return & exchange from customers and policy
Complaints
Sales Associate Responsibilities to Customer
Sales Associate Authority for Complaint Resolution
Special Product or Service Orders
Customer service desk –Queries answer General Product Knowledge
Enrolment of customer for Loyalty Programs
Customer Feedback
Customer Home Delivery (Delivery Appointment Process)
10. Store Audit
Store Appearance
Staff
Stock audit policies
Customer service
Storage
Cleanliness
Loss prevention audit policies
Thank youThank You