1. Retail Operations

2. 2
Objectives
• The store administration and management
process
• Managing inventory at the store level
• Managing Receipts
• Customer Service at the store
• Managing events & promotions

3. 3
Tasks to be performed at the store
level
Receiving
and
displaying
goods
Providing
customers
‘shopping’
experience
Recording
sales
Managing alliances/partnerships and promotions/events
Store administration and management of premises

4. 4
Typical tasks to be performed
• Store Administration & Management of
Premises
• Managing Inventory & Display
• Managing Receipts
• Customer Service
• Managing Events, promotions, Alliances and
Partnerships

5. 5
Management of Premises
• Duration of hours for business
• Responsibility for opening & closing the store
• Security of store Premises
• Security of merchandise

6. 6
Store Administration
• Cleanliness of the store premises
• Maintenance of the store façade & display
windows
• Time keeping of store staff
• Meeting requirements with respect to licenses
& permissions as required by the law of the
land

7. 7
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

8. 8
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.

9. 9
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

10. 10
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