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Managing Your Store

This document provides guidelines for in-store announcements at a retail store. It discusses 5 types of announcements: daily, schemes, staff, customer, and lost/found. The customer service representative is responsible for making concise, clear announcements in both French and the local language to inform customers of deals, requests assistance from staff, help locate lost items or people, and more. The goal is to improve the customer experience through targeted, valuable messaging over the store's public address system.

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AVIJIT SEN
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51 views8 pages

Managing Your Store

This document provides guidelines for in-store announcements at a retail store. It discusses 5 types of announcements: daily, schemes, staff, customer, and lost/found. The customer service representative is responsible for making concise, clear announcements in both French and the local language to inform customers of deals, requests assistance from staff, help locate lost items or people, and more. The goal is to improve the customer experience through targeted, valuable messaging over the store's public address system.

Uploaded by

AVIJIT SEN
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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MANAGING YOUR STORE

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In Store Announcement
Standard Operating Procedure – 12

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Managing Your Store
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Introduction
 Creating the right atmosphere for their business is critical.
 A welcoming environment can keep customers coming back while it also
plays a pivotal role in overall customer satisfaction.
 In-store marketing through audio announcements can also be a key
component to overall sales and service.
 In-store announcements offer a perfect opportunity for businesses to
target customers with specific, targeted messaging.

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Managing Your Store
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ACTIONABLES
 By proactively telling customers about new products and special offers,
you can entice customers to try new things or focus their attention on
certain products.
 These announcements should not only sound appealing, but be of value
to anyone in the store.
 They should focus on sharing key information in an appealing way,
depending on the information the store is looking to impart.

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Managing Your Store
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In Store Announcements
Objective: To ensure better shopping experience for customers through in store announcements by

 Updating customers about on-going schemes discounts and offers prevailing in the store.
 Staff Announcements for effective functioning and smooth operations.
 Customer Announcements as per their requests.

Types of Announcement
Mainly 5 types of announcements to be made from the Customer Service Desk

 Daily Announcements
 Schemes Announcements
 Staff Announcements
 Customer Announcements
 Announcing for Lost and Found items.

1. Responsibility
 The Representa to be solely responsible for all announcements in the store and to have a
good command of the language in which the announcements are made.
 It is mandatory that In-Store Announcements are done both in French and the local
language.

2. Process
 As a part of the Opening Procedure, the CSD Executive to check the proper functioning of all
the sound systems at the desk. Sound testing to take place to ensure that the volume and
clarity of sound is satisfactory. Conduct a dummy announcement before the store opens to
ensure proper functioning of all sound systems.
 All messages must be as concise, crisp, and clear as possible. Turn down music while making
announcements.
 Opening Announcements to be made daily, half an hour after the store has opened, to
welcome the customers “__________ welcomes all its customers. Have a great shopping
experience and a great day. I request all the staff to be at their respective locations. Thank
you.”
 Closing Announcements are required to be made daily half an hour before the actual store
closing time.
 An announcement to be made informing the customers of the Store closing time and that
they should expedite their shopping and head to the nearest cash counter for check out.
“Dear Customers, we are now nearing the closing time. We request you to expedite your
shopping and proceed towards the cash counter. Thank you for shopping with us. Have a
pleasant evening. Our store will open at ___ a.m. tomorrow. Please do shop with us again.”

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Managing Your Store
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3. Schemes
 Special offers running in the store to be announced by the CSD on a regular basis.
 The announcements to be approved by the SM
 The CSD to make all announcements in a creative and effective manner to attract the
customer’s attention to the offers.
 The offer announcements to be customized depending upon the location of the
store/season/festival.
 The offer announcements to always be made in French & one of the local languages.

4. Staff Announcement
 Staff paging are to be kept to the minimum as they may cause disturbances/distraction in
the shopping environment. Phone to be used as far as possible
 The Customer Service Executive to page for staff in the following format “Staff
Announcement: Paging for Security Supervisor, please contact the Customer Service Desk
immediately.”

5. Customer Announcement
 These announcements take place only when a customer makes a special request.
 The required announcement to be taken from the customer in writing. If necessary, the
words to be rephrased to make the announcement sound professional, meeting the In-Store
Announcement standards.
 The following could be the reasons for Customer Announcements
 Lost belongings
 Lost Relative/ Friend

6. Lost and Found Items


 Lost Items
 These announcements to take place only when a customer makes a special request
if they have lost any personal belonging in the store.
 Before announcing, CSE to write the announcement along with a detailed
description of the lost item

 Found Items
 These announcements take place when an item is found and handed over to the CSD
by either the staff or the customers.
 Before announcing, CSE to write the announcement along with a detailed
description of the found item.

Confidential Document
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Confidential Document

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