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Retail Store Operations

Retail store operations involve defining processes for smooth store-level flow. A store operations manual lists tasks to be carried out, responsibilities, and timelines. Key tasks include store administration and management, inventory management and display, receipt management, customer service, and promotion management. The document outlines various operational elements like premises management, inventory control, customer service policies, and promotion handling at the retail store level.

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mahantesh123
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© Attribution Non-Commercial (BY-NC)
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16K views

Retail Store Operations

Retail store operations involve defining processes for smooth store-level flow. A store operations manual lists tasks to be carried out, responsibilities, and timelines. Key tasks include store administration and management, inventory management and display, receipt management, customer service, and promotion management. The document outlines various operational elements like premises management, inventory control, customer service policies, and promotion handling at the retail store level.

Uploaded by

mahantesh123
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT or read online on Scribd
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Retail Store Operations

Elements of Retail
Operations
• In order to ensure smooth flow of
operations at the store level, it is
necessary that the management
defines processes and has people and
the resources to implement them.
• The task to be performed and
processes are usually defined in a store
operations manual.
• This document lists tasks to be carried
out at the store level, it states the
responsibility and time period in which
these tasks to be carried out.
• A well prepared manual or a blue print
Tasks to be performed in Retail
store
• Store administration and
management of premises.
• Managing inventory and Display
• Managing receipts
• Customer service
• Managing promotions, events
Management of Premises
• Managing the operations of a store
starts by determining how the tasks
pertaining to the premises are to be
performed.
• Durations of the hours for business
needs to be determined.
• It also needs to be specified with whom
the responsibility of opening and
closing the store lies with.
• Some considerations to be taken into
account while determining the business
hours like target audience, store
location.
Contd.
• Security of the store premises and the
merchandise in the store is equally
important.
• Security of the premises is necessary to
in order ensure miscreants do not spoil
the store.
• Security of merchandise is needed to
ensure that the shrinkage is minimal.
• Inventory shrinkage may arise due to
theft by employee, customers or by
error on the part the store at the time
Store Administration
• Store administration deals with various aspects
like store premises, maintenance of the store
frontage, and the display windows etc.
• It is also responsible for the store personnel
effectively.
• Time – keeping for staff, keeping track of
holidays, and shifts that the staff may require to
work for.
• House keeping practice to be maintained as per
the standard decided by the management.
• It involves the task of cleaning the store and
arranging the merchandise before the first
customer can walk into the store.
• It is also important to maintain high standards
of house keeping during operating hours, it is
responsibility of the respective department
Permissions and Licenses to
run retail establishment
• Registration certificate to be issued by
municipal corporation
• Dairy license for milk and milk products
by public health department
• License for rationing for food grains ,
pulses from department of food and
civil supplies
• License for weights and measures from
Inspector of weights and measures,
state government
• VAT registration
• Etc etc etc
Managing Inventory and
Display
• Responsibility with respect to
merchandise at the store level involve
receiving and inwarding the goods.
• In case of large retailers it is done using
hand held scanners.
• Delivery challan, invoice copy, modvat
copy should be checked received along
with goods
• Procedure to be followed for shop soiled
goods and customer returns also needs
Contd.
• Integral part of managing inventory
at store level is displaying it
correctly.
• The best merchandise may lie unsold
if it is not displayed in a manner that
is appealing and convenient for the
customer.
• SKU replenishment should be done
timely so that the product is always
on display.
Managing Receipts
• It involves defining the manner in
which the retailer is going to receive
payment
• Most common method of receiving
payment in India is through cash or
credit card.
• Some stores have co branded cards
which can be used for payments.
• Billing should be fast, convenient and
easy for the customers
Customer service
• Customer service policy to be adopted by
store is decided by the top management.
• CS does not have to begin and end at the
customer service counter in the store.
• Each person on the floor can ensure that
the every customer who comes in contact
with him or her, is comfortable and has a
pleasant shopping experience.
• More no of billing counters and when
required or concept of express check out
needs to be adopted for customers who
have bought limited no of products
• Mobile cashiering and fast lanes concept are
still to catch up in India.
Managing promotions and
events
• Events and promotions are very much
part of the retail marketing scene.
• This may require hiring additional staff,
running short term training programme
on features and the promotion, the
hours and the merchandise.
• Many times retail store may have to tie
up with local partners to promote the
store and organize an event.
• POP/ POS display has to be managed at
store level.

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