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Store Operating Procedure for Store Manager

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Store Operating Procedure for a Store Manager. Standard procedure to be followed by a store manager for day to day store operations.

Published in: Retail, Business, Technology

Store Operating Procedure for Store Manager

  1. 1. OPERATING PROCEDURES FOR STORE MANAGER Submitted by: Kundan Ganvir MFM 2nd Semester
  2. 2. 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.
  3. 3. 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
  4. 4. 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
  5. 5. 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)
  6. 6. 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
  7. 7. 6. Store Security  Security process checklist Security SOP for below task  Handling Legal aspects  Handling counterfeit notes  Handling Tag Beep
  8. 8. 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
  9. 9. 8. Cash Management  Store Back Office cash procedures  Store Front End cash procedures  Cash Refunds  Double Billing/ Mistakes by cashiers  Gift Vouchers handling
  10. 10. 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)
  11. 11. 10. Store Audit  Store Appearance  Staff  Stock audit policies  Customer service  Storage  Cleanliness  Loss prevention audit policies
  12. 12. Thank you Thank You

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