Retail Store Operations

RETAIL STORE OPERATIONS
BRIEF
RESEARCH
AMIT GARG
RETAIL FUNCTIONAL CONSULTANT
1

Contents
Created By Amit Garg
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 Store Operational Blueprint
 Store Operation -Business
Process

Store Operational Blueprint
Store operation is about executing the strategies and policies of the retail
business at the store level on a day to day basis.
3

Store Operation Structure & Users
 Store Associates
 Cashier
 Floor Manager
 Department Manager
 Store Managers
 District Managers
 Regional Managers
 VP/GM Operations
 Head Operations
 Ops Trainers
 Store HR & Admin
 Store Planners
 Store Visual Merchandiser
 Store Loss Preventions
 Project Manager
 Store Analysts
 Store Auditors
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VP Store
Operations
Store
Management
Inventory
Management
Store
Administration
Security Loss
Prevention
Store
Projects

Operation Functions
 Pre Store Opening
 Store Opening & Closing
 Store Readiness
 Store Merchandise Handling
 Store Administration
 Store Staffing & Scheduling
 Store Security
 Loss Preventions & Shrinkage
 Cash Management
 Customer Service
 Store Audit
 Store SOP
 Annual Business Plan
 Store Budget & Financial
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Pre Store Opening Task
 Land/estate team in
finalizing the premises
 Get plans and location
 Scout for premises
 Operation approvals
 Legal team fulfills mandatory
requirements
 Various Licenses required
 Project Team
 Merchandising Team
 Understand Customer
requirements
 Analyze buying habits
 Competition study
 Area of store/layout and target
 Freeze Merchandise Mix
 Initiate placing orders
 HR
 Recruit & Training
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New Store Opening Activity
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Source: Retail Store Operation Book Sriram

Store Opening & Closing
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 Store Opening and Closing Procedures
 Check List-Store Opening/Closing

Store Readiness
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 Check list for Maintenance
 Check list for Housekeeping
 Check list for Sales Associates/Floor Team
 Merchandise Display
 Expiry Dates merchandise handling
 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 sinages,VM fixtures)
 Floor Plan & Displays

Store Merchandise Handling
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 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)
 Planograms implementation
 Merchandise Replenishment & Inventory reordering

Store Administration
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 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)

Store Staffing
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 Hiring Process-Interviews, Selection & Hiring
 Staff On boarding ( Pre Medical,Refrence 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

Store Security
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 Security process checklist
Security SOP for below task
 Handling Legal aspects
 Handling counterfeit notes
 Handling Tag Beep

Loss Prevention & Shrinkage
 Store policies and guidelines
for pilferage handling
 CCTV
 Electronic Article Surveillance
(EAS)
 Loss Prevention Personnel
 Locked Merchandise
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Pilferage & Shoplifting
Anti Shoplifting Methods-
Checklist

Cash Management
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 Store Back Office cash procedures
 Store Front End cash procedures
 Cash Refunds
 Double Billing/ Mistakes by cashiers
 Gift Vouchers handling

Customer Service
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 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)

Store Audit
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 Store Appearance
 Staff
 Stock audit policies
 Customer service
 Storage
 Cleanliness
 Loss prevention audit policies

Store Operation –Business
Process
AMIT GARG
Connect : amitkgarg22@rediffmail.com
http://in.linkedin.com/in/amit22
Created By Amit Garg 18

Store Operation Process
 Stock Inward Process
-Direct Store Delivery (DSD)
- From Distribution Center (DC
Delivery)
 Return to Vendor (RTV)
- To Vendor
-To DC
 Loss Prevention Arrangement
Review
- Store policies and procedures
for Security
- Store policies and procedures
for Surveillance of Merchandise
 Floor and Shelf Management
- Fixture display change
(Planogram Change) Request
Process
- Visual Display change (Fixture
Look and Feel) Request Process
 Customer Returns Process
- Store Sales - Return
- Online Sales - Return
- Catalogue Sales - Return
* Return Types
- Within Initial Return Policy
- Defected Goods - Under
Warranty
- Defected Goods - Within AMC
- Defected Goods - Chargeable
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Store Operation Process
 Sales of Services Process
- AMC
- Gift Coupons / Gift Vouchers
 Promotion launch Readiness
 Store opening Process
 Store Closing Process
 SOP Amendment Request Process
- Statutory compliance and Licensing
 Inter Store -Stock Transfer Process
 Store Promotion initiation Process
 Multichannel Order Management
- Online Sale Delivery
- Catalogue Sale Delivery
 Price Change Process
- Markdown & Regular Price Change
 Store Discounts Process
- Ticket level & SKU level
- GV/Coupons Redemption Process
 Workforce Management Process
- Workforce Staffing and Scheduling
- Work force Grievance
-Workforce Target Allocation
 Standard Operating Process
 Inter Store Collaboration
 Inter Store Transfer Details
 DC to Store - TO Vs TI Reconciliation
HO Store Collaboration
SOP Sharing
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Retail Operation Procedures
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 Emergency Procedures
 Robbery, Theft and Vandalism
 Injury or Illness
 Fire or Natural Disaster
 Violent Customers
 Evacuation Procedures
 Alarms, Locks and Keys
 Municipal & Government Inspections

Reference
Research from Amit Garg
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 Internet Search
 Some Books references on Retail Store
Operations

AMIT GARG

Retail Store Operations

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