Every time you enter a retail store, your shopping experience has been extensively planned, from the items you see for sale to the layout and design of the store. Many times these decisions are made by someone working in retail operations, or the area of retail concerned with the day-to-day functions of stores

1. RETAIL STORE OPERATIONS
BRIEF
RESEARCH
AMIT GARG
RETAIL FUNCTIONAL CONSULTANT
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2. Contents
Created By Amit Garg
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 Store Operational Blueprint
 Store Operation -Business
Process

3. Store Operational Blueprint
Store operation is about executing the strategies and policies of the retail
Created By Amit Garg
business at the store level on a day to day basis.
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4. Store Operation Structure & Users
 Store Associates
 Cashier
 Floor Manager
 Department Manager
 Store Managers
 District Managers
 Regional Managers
 VP/GM Operations
 Head Operations
 Ops Trainers
 Store HR & Admin
 Store Planners
 Store Visual Merchandiser
 Store Loss Preventions
 Project Manager
 Store Analysts
 Store Auditors
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VP Store
Operations
Store
Management
Inventory
Management
Store
Administration
Security Loss
Prevention
Store
Projects

5. Operation Functions
 Pre Store Opening
 Store Opening & Closing
 Store Readiness
 Store Merchandise Handling
 Store Administration
 Store Staffing & Scheduling
 Store Security
 Loss Preventions & Shrinkage
 Cash Management
 Customer Service
 Store Audit
 Store SOP
 Annual Business Plan
 Store Budget & Financial
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6. Pre Store Opening Task
 Land/estate team in
finalizing the premises
 Get plans and location
 Scout for premises
 Operation approvals
 Legal team fulfills mandatory
requirements
 Various Licenses required
 Project Team
 Merchandising Team
 Understand Customer
requirements
 Analyze buying habits
 Competition study
 Area of store/layout and target
 Freeze Merchandise Mix
 Initiate placing orders
 HR
 Recruit & Training
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7. New Store Opening Activity
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Source: Retail Store Operation Book Sriram

8. Store Opening & Closing
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 Store Opening and Closing Procedures
 Check List-Store Opening/Closing
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9. Store Readiness
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 Check list for Maintenance
 Check list for Housekeeping
 Check list for Sales Associates/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 Check list( standard signage ,signage
placement,POS signage, display and removal of sinages,VM fixtures)
 Floor Plan & Displays

10. Store Merchandise Handling
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 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)
 Planograms implementation
 Merchandise Replenishment & Inventory reordering

11. Store Administration
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 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)

12. Store Staffing
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 Hiring Process-Interviews, Selection & Hiring
 Staff On boarding ( Pre Medical,Refrence 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

13. Store Security
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 Security process checklist
Security SOP for below task
 Handling Legal aspects
 Handling counterfeit notes
 Handling Tag Beep

14. Loss Prevention & Shrinkage
 Store policies and guidelines
for pilferage handling
 CCTV
 Electronic Article Surveillance
(EAS)
 Loss Prevention Personnel
 Locked Merchandise
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Pilferage & Shoplifting
Anti Shoplifting Methods-
Checklist

15. Cash Management
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 Store Back Office cash procedures
 Store Front End cash procedures
 Cash Refunds
 Double Billing/ Mistakes by cashiers
 Gift Vouchers handling

16. Customer Service
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 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)

17. Store Audit
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 Store Appearance
 Staff
 Stock audit policies
 Customer service
 Storage
 Cleanliness
 Loss prevention audit policies

18. Store Operation –Business
Process
AMIT GARG
RETAIL FUNCTIONAL CONSULTANT
Connect : amitkgarg22@rediffmail.com
http://in.linkedin.com/in/amit22
Created By Amit Garg 18

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20. Store Operation Process
 Stock Inward Process
-Direct Store Delivery (DSD)
- From Distribution Center (DC
Delivery)
 Return to Vendor (RTV)
- To Vendor
-To DC
 Loss Prevention Arrangement
Review
- Store policies and procedures
for Security
- Store policies and procedures
for Surveillance of Merchandise
 Floor and Shelf Management
- Fixture display change
(Planogram Change) Request
Process
- Visual Display change (Fixture
Look and Feel) Request Process
 Customer Returns Process
- Store Sales - Return
- Online Sales - Return
- Catalogue Sales - Return
* Return Types
- Within Initial Return Policy
- Defected Goods - Under
Warranty
- Defected Goods - Within AMC
- Defected Goods - Chargeable
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21. Store Operation Process
 Sales of Services Process
- AMC
- Gift Coupons / Gift Vouchers
 Promotion launch Readiness
 Store opening Process
 Store Closing Process
 SOP Amendment Request Process
- Statutory compliance and Licensing
 Inter Store -Stock Transfer Process
 Store Promotion initiation Process
 Multichannel Order Management
- Online Sale Delivery
- Catalogue Sale Delivery
 Price Change Process
- Markdown & Regular Price Change
 Store Discounts Process
- Ticket level & SKU level
- GV/Coupons Redemption Process
 Workforce Management Process
- Workforce Staffing and Scheduling
- Work force Grievance
-Workforce Target Allocation
 Standard Operating Process
 Inter Store Collaboration
 Inter Store Transfer Details
 DC to Store - TO Vs TI Reconciliation
HO Store Collaboration
SOP Sharing
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22. Retail Operation Procedures
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 Emergency Procedures
 Robbery, Theft and Vandalism
 Injury or Illness
 Fire or Natural Disaster
 Violent Customers
 Evacuation Procedures
 Alarms, Locks and Keys
 Municipal & Government Inspections

23. Reference
Research from Amit Garg
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 Internet Search
 Some Books references on Retail Store
Operations

24. AMIT GARG
RETAIL FUNCTIONAL CONSULTANT