Chapter1 Retail-Operations

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introduction to retail operations

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Store Operations: 

Store Operations 1 2/9/2012

Tasks to be performed at the store level: 

Tasks to be performed at the store level 2/9/2012 2 Receiving and displaying goods Providing customers ‘shopping’ experience Recording sales Managing alliances/partnerships and promotions/events Store administration and management of premises

Typical tasks to be performed: 

Typical tasks to be performed Store Administration & Management of Premises Managing Inventory & Display Managing Receipts Customer Service Managing Events, promotions, Alliances and Partnerships 2/9/2012 3

Management of Premises: 

Management of Premises Strictly following the duration of hours for business Responsibility for opening & closing the store Security of store Premises Security of merchandise Maintenance of the store façade & display windows Cleanliness of the store premises 2/9/2012 4

Store Administration: 

Store Administration Manpower Planning Facilities management Time keeping of store staff Staff Security Expense Management Meeting requirements with respect to licenses & permissions as required by the law of the land 2/9/2012 5

Managing Inventory & Display: 

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 2/9/2012 6

Managing Receipts: 

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. 2/9/2012 7

Customer service: 

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 2/9/2012 8

Managing Events, Promotions, Alliances…: 

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 2/9/2012 9