Retail Sop

GOOGLELevel 1:

Training Program on Store Operation of a

retail store

Day1:Store Operations a. Pre Store opening

 Land/estate team in finalizing the premises  Get plans and locations

 Scout for premises  Operation approvals

 Legal team fulfills mandatory requirements  Various licenses required.

 Project team  Merchandise team

 Understand customer requirements  Analyze buying habits

 Competitor analysis

 Area of store/layout and target.  Freeze merchandise mix  Initiate placing orders.  HR

 Recruit and training. b. Store opening and closing c. Store readiness

Checklist for maintenance checklist for housekeeping

Checklist for sales associate and 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 checklist

 Standard signage

 Signage Placement

 POS signage

 Display and removal of signage

 VM fixtures. Floor plan and Displays.

d. Store Merchandise handling

 Transfer of stocks from warehouse.

 Receipt of stock at warehouse.

 Loading and unloading

 Delivery from vendors.

 Goods return to vendors.

 Goods return to warehouse- perishables.

 Ordering from stores.

 Stock receiving from vendor( DSD)

 Consignment vendor stocks(VMI)

 Merchandise write off procedures.

 Merchandise location and stacking (FEFO, FIFO)

 Plano gram implementation

 merchandise replenishment and Inventory reordering. e. Store administration

 Admin task related checklist

 checklist for maintenance

 Checklist for housekeeping and maintenance

 Time keeping of staff.

 Staff uniform policy

 Sale of scrap

 Required permissions, &Licenses, renewal and compliances.

 Health and safety norms.

 Insurance building and infrastructure., Inventory and cash. f. Store staffing and scheduling

 Recruitment, selection and compensation

 vacation policy

 harassment policy

 Staff transfer and resignation.

 Staff scheduling and shift timings.

 Staff training.

 Workload forecasting.

 performance appraisal

 Attendance recording.

 Store employees grooming standards.

 Promoters deployment. g. Store security

 Security Process checklist

 Security SOP for below task - handling legal aspects - Handling counterfeit notes. h. Loss prevention and shrinkage

 Pilferage and shop lifting

Store plocies and guidelines for pilferage handling

 Anti shop lifting methods checklist o CCTV

o Electronic article surveillance (EAS) o Loss prevention personnel

o Locked merchandise. i. Cash Management

 Store back office cash procedures.

 Store front end cash procedures.

 cash refunds

 Double billing/ Mistakes by cashier.

 Gift vouchers handling. j. Customer service

 Stock return and exchange from customers and policy.

 Complaints.

 Sales associates’ responsibilities to customer.

 Sales associates’ authority for complaint resolution.

 Special product or service orders.

 Customer service desk- queries answer general product knowledge.

 Enrolment of customer for loyalty program.

 Customer feedback.

 Customer home delivery( delivery appointment process) k. Store audit

 staff

 Stock audit policies

 Customer service

 Storage

 Cleanliness

 Loss prevention audit policies. l. Store SOP

I. Stock inward process

i. Direct store delivery (DSD) a. Route accounting procedure. b. Handheld devices

Four types of stock inward process o one stop

o Multi drop o Multi Pick

o Multi pick and rop.

ii. From distribution center (DC delivery) II. Return to vendor (RTV)

i. To vendor ii. To DC

III. Loss prevention arrangement preview.

i. store policies and procedures for security. ii. Store policies and procedure for merchandise IV. Floor and shelf management

i. Fixture display change process ( planogram change) ii. Visual display change process( Fixture look and feel). V. Customer returns process.

i. Store sales return ii. Online sale return. iii. catalogue sales return iv. Return types.

v. within initial return policy vi. Defected goods- under warranty vii. Defected goods- within AMC viii. Defected goods- Chargeable. VI. Sales of service process

i. AMC

ii. Gift coupons

iv. Store opening process v. store closing process

vi. SOP amendment request process. vii. Inter store stock transfer process. viii. Store promotion initiation process. ix. Multi channel order management process

-online sales delivery - catalogue sales delivery. x. price change process ( markdown and regular price)

xi. Store discount process ( ticket level & SKU level) ( GV and coupons readiness process) xii. Inter store collaboration

xiii. inter store transfer details.

xiv. DC to store: TO v/s TI reconciliation xv. HO store collaboration

xvi. SOP sharing.

m. Annual Business plan n. Store Budget and financials. o. Store Manager Role in profits. Day 2: In store visual merchandising Day3: Inventory management in store. Day4: Managing store profitability Day5: Catchment Area Analysis Day 6: Buying/Merchandising in store Day7: Security and Loss prevention

Level 2: Visual Merchandising

Day Three.: How to track the sales of a display Day Four. : VM tool kit essential items

Day Five. : Quality Management

Day Six. : Arriving at the right image mix for a retail store

Day Seven. The six important retail elements that affect its image mix Day Eight. : The meaning and significance of AIDCS - ‘All I Do Can Sell’

Day Nine. : The importance of analyzing a display on the basis Attention, Interest, Desire and Convincing the customer

Day Ten. : The window display design process Day Eleven. Types of Window display

Day Twelve. The experience Economy

Day Thirteen. The brand experience, today and its customer – centric nature Day Fourteen. Experience design – Beyond visual merchandising

Day Fifteen. The changing face of the consumer Generation C Day Sixteen. Augmented and mixed reality magic

Level 3: Buying and Merchandising

- The role of a buyer

- The merchandise management process - Measuring buyer performance

Day2. Retail Strategies: - Retail market overview

- Sustainable customer advantage - The changing value equation

Day3. Merchandise Sourcing and Selection: - The Supplier pool and supplier selection

- Category management - Buying and ethics

Day 4. Merchandise Planning: - Merchandise mix

- Setting margins

- Building the range and constraints - Classification of merchandise - Stock profile determination

Day 5. Merchandise Analysis and Implementation: - Directional and post-seasonal analysis

- Quantitative and qualitative analysis - Stock productivity

Level 4: Retail Finance and Metrics

Day One. Introduction to Finance – developing the mindset to understand the subject Day Two. Brief overview of accounting – the tool to maintain business records

Day Three.Balance Sheet – Introduction and Analysis – developing a direct relationship with each component of business with the larger picture of the organisation – Analysing Asset Heavy v/s Asset Light models – Bought out Merchandise, Merchandise on Consignment basis, Concessionaries

Day Four. Profit And Loss A/c – Introduction and Analysis – How value creation happens – what matters and what not? – COGS, GRS

Day Five. Working Capital Management – A Critical understanding of the most important factor in any retail enterprise – Asset Turnovers, Inventory Turnovers

Day Six. Ratio Analysis – Profit & Loss Ratios, Balance Sheet Ratios, Working Capital Ratios and Retail Industry specific ratios – GMROF, GMROL, GMROI, Conversion Rate, Average Transaction Size, Average Selling price

1. greeting 2. Qualifying 3. Presentation 4. Close