Store Operating Procedures

SOP - U.S Polo
Standard operating procedure of a store U.S. Polo

2. 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
Additional 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.

3. Manager and crew should arrive 30 minutes prior to opening to
allow enough time to prepare for the start of the day.
If there is any tampering inside or outside the store, do not enter
– remain where you are and call the police.
Do not open the store alone. Two or more associates must be
present before the door is unlocked.
Do a visual check of doors, windows, and aisles to be sure
nothing was disturbed.

4. Disable alarm.
Turn on lights necessary for sales floor preparation.
Walk the floor to inspect housekeeping and use store evaluation checklist.
Open safe, remove cash register tills.
Set up cash registers for opening cashiers.
-The only visible functions at the register should be placing tills in register.
All money counting should be done out of sight of the front door.
Move shopping carts and products to the sidewalk or outside selling areas as
needed.
A designated manager should only unlock the doors for arriving associates or
for necessary traffic as mentioned above. All perimeter doors should remain
secured except when in use.
Turn on computer and overhead music systems.
Turn on air conditioning system.

5. Start creating a daily task list.
Assign cleaning/restocking/merchandising duties.
Prepare lunch and break schedules.
Activate any working displays and turn on any televisions.
Put up any sale signs needed for the start of a new sale.
If a promotion ended the previous day, take down all related signs.
Check e-mail and respond as needed.
Ensure the tapes in the VHS VCR/Multiplayer are changed and the unit is
recording.
Make adjustments to the schedule if necessary.
Get outfitted with supplies and radio.

6. 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

7. 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)

8. 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)

10. 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.

11. Do not extinguish or dim any lights until all customers have left
the building.
Do not close the last register until after scheduled closing and
all customers have exited the store.
Always answer the phone, even when it rings after closing.
Always leave in pairs when closing the store.
Never exit through the rear of a store.
Ensure all parking lots and exits have adequate lighting and
that all bulbs are lit and functioning.

12. Restock and recovery.
Assign closing and cleaning duties.
Lock any non-essential perimeter doors.
Clean and restock restrooms.
Return all non-defective returned merchandise to stock.
This should not be done by the cashier who processed the
actual refund.
Move all defective returned merchandise to the back room for
processing.
Clear the aisles of any merchandise, pallets, freight, carts, etc.

13. Walk the floor and restroom for any remaining customers.
Retrieve all shopping carts from outside and inside the store
and place in front of store (inside).
Bring all products from sidewalks and outside selling areas
into the store.
Lock all perimeter doors, including main entrance and exit
doors. The exit door should remain locked, with a
supervisor or other responsible employee remaining at the
door and letting customers out and relocking the door after
each exit. Departing employees should also be observed,
ensuring that no unpaid merchandise is carried out.

14. Cash should be counted away from registers so that it will not be visible
to customers remaining in the store or who might be able to view the
activity from outside the store through windows.
Settle all credit card machines (if applicable work with Head Office).

Generate a detailed batch listing (if applicable work with Head Office).

Settle the machine (transmit the batch – if applicable work with Head
Office).
Place the detail tape, settlement report and tills in the safe.

15. Current Procedure Followed by US.Polo
•Standard store opening time is 11:15
AM.
•Opening is done by Store opening
team like store manager, executives
and housekeeping team.
•Gates will be closed for the customers
half an hour before the store closing
time.
•The gondolas and theft prone items
are locked and covered to prevent
from dust.
•Store manager ensures all cash have
locked and tally with the sales report
•Store manager counted the money and
hand over the money and keys to the
owner.Storer
Openingbpnder Closing

16. Store Opening Daily Check-List
•Manager and crew arrives10 minutes prior to opening to allow enough time to
prepare for the start of the day.
•Two or more associates present every time before the door is unlocked.
•A visual check of doors, windows, and aisles to be sure nothing to be
disturbed.

17. Cont..
•Turn on lights necessary for sales floor preparation.
•Walk the floor to inspect housekeeping and use store evaluation checklist.
•Open safe, remove cash register tills.
•Turn on computer and overhead music systems.
•Turn on air conditioning system.
•Start creating a daily task list.
•Assign cleaning/restocking/merchandising duties.
•Put up any sale signs needed for the start of a new sale.
•If a promotion ended the previous day, take down all related signs.
•Check e-mail and respond as needed.

18. Cont..
Cash and card are counted and match to the system.
Settle all credit card machines.

Generate a detailed batch listing.

Settle the machine.
Merchandise Replenishment.
Every 20 days stock receiving from vendor.
Total number of staff -7(including manager, sales executive, helper
and housekeeping.
Staff to be properly groomed.

19. Baggage Counter
Staff Training
Parking
Checklist for House keeping &
Store
Store audit on monthly basis
Customer feedback form
Everyday sales analysis
Loss Prevention and Shrinkage
Safety Norms
Promotion communication

20. Staff Training – It is required in order to increase
numbers(sales), to build customer database and to educate
them about the product/promotion, USP etc.
Gap – skipping this part hampers sales and customer level of
satisfaction.

21. Baggage counter is important to avoid shop uplifting and
pilferage.
Baggage Counter

22. Parking is important for a renowned brand .The parking space
makes shopping easier and convenient.
Gap- Average footfall decreases as a major set of customers who
shop, prefer a parking space and due to which sales of the store
gets affected.

23. It is required for a brand to keep a check on housekeeping and the
cleanliness of the store in order to keep it clean, hygienic and
healthy for the customer.
Gap – By not maintaining the cleanliness of the store may lead to
spoil the brand name along with dissatisfied customer, which lead
to loss in sales.
Checklist for Housekeeping

24. Daily Sales Report (DSR)
Average Basket Size
Average Bill Value
Competition Mapping
Sell thru (Sell through%= units sold/(units + on hand inventory)
Inventory Turns (Turnover = Net Sales ÷ Average Retail Stock)
Net Sales (Net Sales = Gross Sales - Returns and Allowances )

25. It is very important norm to b taken care off. Safety
is required for everyone – staff to customer and
thus plays a vital role.
Promotional Communication – It should b louder
and self explanatory which is planned to increase
the footfall and to liquid the stock.

26. What do we achieve through SOP’s.
More productivity
Visibility into performance
Drive revenue generation by taking the correct
decision at a single place
Being securely hosted and easy to achieve targets

27. https://uspolo.org/about/us-polo-assn-brand-12 
https://uspolo.org/about/mission
 
LicenseMag.com. "U.S. Polo Assn. Inks Mexico Deal". June 24, 2011.
 
Vagnozzi, Caternia. "U.S. Polo Assn.: vertire il polo". Chukker - The Magazine of Audi Polo Gold Cup Circuit 2011, 
February 21, 2011, p. 30.
 
HurriyetDailyNews.com. "US Polo Assn opens new store in Istanbul". January 8, 2010.
 
USPoloAssn.com. "About Our Brand". 2012.
 
 
https://uspolo.org/about/organizational-structure
 
http://www.uspoloassnglobal.com/about/we-believe
 
IndiaRetailing.com. "U.S. Polo Assn opens outlets in Delhi". February 21, 2011
 
 
US-Polo.org."Interscholastic/Intercollegiate Polo (I/I)". 2010.
 
 
 "Arvind Lifestyle and USPA agrees to enter into an amicable settlement with Ralph Lauren without admission of 
liability of any party". LiveMint. March 30, 2015. Retrieved 2015-06-21.

28. Thank You