Store Operating Procedure for Store Manager

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

1. OPERATING
PROCEDURES FOR
STORE MANAGER
Submitted by:
Kundan Ganvir
MFM 2
nd
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
guidelinesfor 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