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.

1. OPERATING
PROCEDURES FOR
STORE MANAGER
Submitted by:
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 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. 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. Thank you
Thank You