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Store Operating Procedure for Store Manager
This document outlines operating procedures for a store manager covering 10 key areas: 1. Store opening and closing procedures including proper inspection and security measures. 2. Store readiness checks including maintenance, housekeeping, promotions, merchandising, and sales associates. 3. Merchandise handling covering stock transfers, receiving, ordering, inventory processes. 4. Store administration tasks like maintenance checks, timekeeping, licenses, safety compliance. 5. Staffing policies around hiring, training, scheduling, performance reviews, and standards. 6. Security processes for legal issues, fraudulent notes, and theft prevention. 7. Loss prevention including CCTV, article surveillance, and anti-shoplifting measures.
In this document
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Introduction to the operating procedures for store managers focusing on various aspects.
Details on scheduling, inspection, and security for opening and closing stores.
Checklists for maintenance, housekeeping, promotional execution, and visual merchandising.
Procedures for stock transfer, receipt, returns, ordering, inventory management, and display.
Administrative tasks, compliance, cleanliness, and health & safety regulations.
Processes for hiring, onboarding, training, policies, and performance management of staff.
Checklists and SOPs for ensuring store security and handling incidents appropriately.
Methods to prevent theft, including technology use and store policy guidelines.
Procedures for handling cash operations, refunds, and gift vouchers in the store.
Customer return processes, service responsibilities, feedback, and loyalty programs.
Policies for conducting audits on appearance, staff performance, stock, and loss prevention.
Thank you note to the audience.
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Store Operating Procedure for Store Manager
- 1. OPERATING PROCEDURES FOR STORE MANAGER Submittedby: Kundan Ganvir MFM 2nd Semester
- 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. 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. 3. Store MerchandiseHandling 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. 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. 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. 6. Store Security Security process checklist Security SOP for below task Handling Legal aspects Handling counterfeit notes Handling Tag Beep
- 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. 8. Cash Management Store Back Office cash procedures Store Front End cash procedures Cash Refunds Double Billing/ Mistakes by cashiers Gift Vouchers handling
- 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. 10. Store Audit Store Appearance Staff Stock audit policies Customer service Storage Cleanliness Loss prevention audit policies
- 12.