Ultimate Guide to Retail Operations and What You

Need To Know!
In current years retail has not been simple. the increase of e-commerce, like Shoppee and
Lazada, they disrupted several retail store operations, and it is important that today’s retail
operations. several retail professionals say the key to success in stores or on-line lies in superior
client service, both today and in the future.

There is a lot of activity between your physical store and your online operation. If you simply
have a physical store and not an online presence, you can distinguish yourself by having an
amazing client service. Actual human interaction will never get replaced which is the advantage
that a store owner has.

What is retail store operations?

When people use the term retail store operations, people are referring to most of the jobs and
functions in stores.

The retail operations will cover everything regarding however a store operates each day. If we
expect about it, we will see samples of responsibilities. start with choosing the shop’s location
and planning the store. Then think about how the shop plans, orders, and adjusts its product
inventory: how it costs things and displays things within the store. how it treats its customers
throughout the shop expertise, from entry to exit. however, it handles money and credit.
however, it handles returns and refunds. however, it handles worth markdowns and sales.
however, it manages its workers and maintains its premises. however, it handles information
regarding customers, products, sales, and revenue. All of this may be the sector of retail
operations.

In larger retail businesses, several functions may fall outside of what they call their operations
department. as an example, they will have departments for finance and/or accounting, marketing,
human resources, and IT. generally those departments exist at the company level but less so at
individual stores, wherever a lot of jobs could constitute operations. At smaller stores, nearly
each position could comprise operations. It all depends on the definitions of the individual
business. For the needs of this Guide, we’ll take the widest view of retail operations as a field.

Retail will fall into product or services. Some stores are both. A retail clothing store is usually
product. A dry cleaner offers a service. A tire store sells each a product (tires) and repair
(installation).
The next six sections offer an additionally detailed summary of responsibilities which will
comprise the sector of retail store operations:

 Design
 Customer Service
 Cash, Fraud, and Internal Controls
 Product Inventory
 Administration
 Store Management

Store Design Responsibilities

Design and good looks are an important point in the shopping experience. The design is both
science and art, often using data to help make choices, such as product placement and display.
Here are some of the design aspects that fall under retail operations

Store location:

In the store’s success, visibility and customer traffic patterns play an important key role. People
will travel off the beaten path for something special, but it is generally harder to build that
business.

Store Design and layouts:

The store’s interior and exterior design sets the tone for the shopping experience. Design can
signal a clean, well-organized but relatively spartan discount store, a well-stocked, industrial
looking warehouse or an upscale, well-appointed department store or clothing boutique. Shelves,
Racks, or displays can be arranged straight at angles, or in a geometric pattern to create visual
interest in addition to the organization.

Creating departments within a store:

In a retail store, it is important for item findability as well as for delivering tailored customer
service. By creating specialty areas, such as jewelry, shoes, sporting goods, and housewares,
retail professionals create stores with stores.

Visual merchandising and display:

Create attractive displays of products to set a tone and an expectation. Sometimes, you are not
just selling a product – you are selling an experience. A pleading display of merchandise sends a
message to the would-be buyer, and so does a sloppy, unkept table. Even the height at which
items are placed can make a big difference. Some professionals use a retail planogram, a type of
diagram, to detail the placement of items in a store.

Store atmosphere:

Lighting, music, and consistent overall store maintenance create a pleasant atmosphere that
makes customers want to shop there. Unpleasant factors like clutter, odors, inadequate air
conditioning, or unserved restrooms can turn off customers. At the best stores, employees strive
to create a pleasant atmosphere that helps to define the brand.

Store space management:

Avoid clutter and disorganization by managing space well in the store. Make items easily
accessible and use out-of-the-way space for storage.

Customer Service Functions

Most of the store’s success depends on client service. Customers might not always be right,
however, they’re always the client, representing a potential sale and review. With wonderful
client service, stores will increase their competitiveness, and even structure for shortfalls in
different areas, like convenience or pricing. personalized client service will help the small guys
compete against the big guys, and it will facilitate brick-and-mortar stores compete against on-
line operations. However, online operations are progressively smart at providing remote client
service, with service like convenient returns. the most effective thanks to run stores fully train
their staff on a way to treat customers and supply superior service to stay them coming back.

The following queries address elements of customer/client service:

 How are customers greeted once they enter the store?

 Is personal service offered? At what point?
 Is there familiarity with repeat customer?
 If the shop does not have what the client needs, however, will the shop handle that? Is it
willing to say who else might need the item?
 Does the shop supply helpful guidance – once extremely listening to the customer?

Returns and refunds are another very important space for client service. However there is a
complete different process for that.
Cash, Fraud, and Control Functions
Stores must be compelled to rigorously outline, implement, and monitor these areas of their
operations, as they directly impact the lowest line.

Handling money and credit:

Good money and credit handling need each good people and a good system to trace everything,
discover discrepancies, and keep the store’s finances and inventory on correct, solid footing.
Today’s technology typically comes within the type of a point of sale (POS) system which will
handle not only daily sales, however also client management and inventory. this will create it a
lot of easiest to trace and reconcile every day’s sales with the money and credit showing within
the system.

Shoplifting and fraud prevention:

Stores devote important resources (both individuals and technology) to discourage shoplifting
and fraud. Some keep it behind the scenes therefore as to not interrupt the client expertise. Others
are also more upfront, as within the case of getting a guard at a jewelry store entrance. Security
cameras, monitoring, and products scanners are common. Losses from shoplifting and fraud will
be important, including by organized rings and scams, thus stores got to be alert and realize
issues quickly if they do occur.

Internal controls:

Stores develop and maintain internal controls, or normal operative procedures, to stop issues
with money handling, credit, shoplifting, and fraud. These controls help to stop cash or inventory
stealing. They include cross-checks like deposit slips for money and a well-defined set of
authorized functions, in order that only a certain level of staff have access to certain things or
components of the shop. while not these controls, a store may be at the mercy of stealing or fraud
by staff, customers, or suppliers.

Safety and security:

Stores try and make sure that their staff and customers are safe. they’ll use security guards and
security camera watching. Police calls to stores will be common, looking on the store’s practices.
With liability problems, some stores are faster today to show matters over to the police.

Product Inventory Responsibilities

For a store to succeed, it must have the product to satisfy its customers. this can be the fourth
space of retail operations: inventory management. Stores do their best to balance provide and
demand products in a very constant cycle of marketing and restocking. If a product doesn’t move
well, it’s replaced with one thing that will. If a product does sell well, the shop increases its
inventory. it may sound simple, however, the quirks of providing and demand can create
inventory management difficulty. problems in the supply chain will create it exhausting to get
hold of the desired product. A fulminant shift in demand, like a new product creating an older
one less engaging, will catch a store by surprise.

These functions fall into inventory management:

Ordering merchandise:

consumers place orders for products, attempting to anticipate the demands of shoppers. They’re
attempting to induce the correct product within the right quantities at the correct time. To be
economical and cost-conscious, they don’t need to order too much. In an automatic system, the
inventory wants are forecasted, thus stock replacement is automated. Another issue to think
about is that the merchandise mix. Stores need to confirm that the client has a kind of product,
sizes, colors, and alternative options to decide on from, at appropriate worth points.

Receiving stock:

Stores receive shipments from suppliers and distributors. They carefully track and record it all,
and make sure it’s handled properly and is in condition.

Using an inventory system:

The 3 main sorts are perpetual inventory, physical inventory, and combined. With perpetual
inventory, the counts are updated upon every sale. this is what happens with current
computerized POS systems. With physical accountancy, the business physically counts its
inventory. With a combined system, each strategy is used, wherever the physical count provides
a insure of the computerized system.

Pricing:

Stores set the costs and mark the products either physically on the product or within the
computer via the product’s barcode, or each way in which. price reductions are based on supply
and demand, season, promotions, and alternative factors.

Merchandise handling:
This includes stocking shelves and displays, moving things for purchasers, and shipping things to
customers.

Managing the supply chain:

Operations people manage relationships with suppliers, distributors, and alternative vendors, and
keep product returning to the store for retail sale to customers. issues will arise in the supply
chain, which might end in bottlenecks, backorders, or quality problems, and store operations
people handle them.

Retail Administration Operations:

These functions fall under administration, the fifth major area of operations.

Managing the premises:

Maintain the shop in good working order. ensure customers aren’t turned off by inadequate
facilities or poor maintenance. like a home, a store needs consistent care and a focus. Customers
may choose you based on a littered parking lot, insufficient air con, or dirty restrooms.

Training of employees:

worker coaching is important, particularly given the frequent turnover in retail jobs. workers
should be trained in client service and stored procedures, like money handling and internal
controls.

Managing of promotions and events:

Stores believe promotions and sales to drive extra business.

Data management and use of technology:

This includes streamlining store operations with POS systems, barcoding, and use of a client
relationship management (CRM) platform. With sensible use of client knowledge, stores will
guide targeted customers toward sales and offers, build their loyalty, and improve client service
to them – whereas increasing the store’s bottom line. Stores may use knowledge to move
bottlenecks and discrepancies, thereby increasing potency and timeliness.

What is store operations management?

The final area of operations responsibility is store operations management. the shop manager is
liable for keeping daily operations functioning smoothly and managing staff. It’s a difficult role
in a difficult environment. the shop manager reports to regional or corporate managers, or an
owner, and should have to follow broad methods or directives from them. However, within the
environment of the shop, the shop manager is that the boss and is usually responsible for all
aspects of its performance, as well as its finances. other areas of responsibility could include:

 Hiring, firing, training, and managing of employees

 Oversight of inventory and loss prevention
 Forecasting sales and budgeting
 All aspects of customer service
 Oversight of all internal controls, such as for cash handling
 Internal and external communication
 Legal Compliance

Perspectives of store owners, store managers, and store staff

Generally, store owners are focused on long term strategy and business success. The store
owners may hope that everyone cares as much about the business as they do, but they may
realize no one will care more than they do. So they may work long hours to make it a success.

The store managers also concentrate on success, however, may be from a more tactical view of
daily operations. They are attempting to fulfill their goals by hiring and training a team to handle
every side of store operations. They are managing the shop, while also reporting to the owner or
higher level managers for strategic plans. In some cases, like a smaller business, an owner might
depend heavily on his manager to run the business, as well as setting strategy.

Standard Operating procedures and checklist for retail store

operations
Stores should define their daily, weekly and monthly processes in written standard operating
procedures to run smoothly and efficiently. These procedures can be compared with checklists to
ensure they are being carried out properly, by the correct people at the correct time. Virtually
every operation perform detailed in this article should have a written procedure compiled into an
operations manual to confirm uniformity and consistency. Here are examples:

General store opening and closing:

The store should be opened to the public on time.

Employees should begin preparing at a designated time for the store to close. This generally
includes cleaning and other preparation for opening the next day.
Before 30 minutes and again 10 minutes before, that the store will be closing, the store alerts
customers at a specific time. Staff may pull gates.
By a manager, all cash is counted, reconciled, checked and locked. All keys go to the in charge
of the store.
Opening and closing store gates will be taken care of by someone.

Store staffing

 Employees should be interviewed, hired, onboarded, and trained in a prescribed manner

 Job descriptions should be clear and regularly updated.
 Employee reviews should be done continuously, with regular feedback and follow up.
 Employee work hours should be estimated for through a system, especially with variable
overtime or part-time work.
 Compensation should be spelled out, as well as determine when and how payment is
made in the case of bonuses, such as incentives.

Cash Management

 Front-end money procedures guarantee proper handling at the POS. This includes
however and when to require cash to the back office, and the way to reconcile money
and credit against sales.
 Back-office money procedures are typically a bigger-picture accounting function,
ensuring the shop is on track and affecting its internal controls to stop loss and stealing.
They catch cashier mistakes or potential fraud.
 Cash refunds to customers should be consistent with store policy. generally, a store could
prefer to only provide a credit on a credit card, or store credit. this is all important to
decide as part of money handling and client service.

Products Handling

 Product shipments should be received in a set procedure to ensure everything arrives in

the proper quantity and in a good condition.
 Deliver the products in an efficient manner to the proper location in the store, either to
the shelves, storage, or holding area.
 For tracking enter products in the inventory system
 According to standard operating procedures return damaged goods.

Customer Service

 Helpcustomers in a way that benefits the brand

 Accept and send customer complaints to the proper person
 DO home delivery of large items on a certain schedule.
  Special orders may be possible to get items not regularly stocked.

Daily Store Checklists

Running a store with efficiency and smoothly needs a disciplined approach. These checklists
show the variety of things customers may decide in a store and what employees will do to create
certain daily operations run smoothly.

Store Cleaning Checklist

 Clear the parking zone of debris and sweep the walkway every morning. Don’t leave
empty boxes of trash outside as a customer’s initial impression.
 Clean your windows and glass doors of smudges. confirm your window display
appearance good every morning.
 When you activate the lights, replace any burned-out ones promptly.
 Clean, sweep or vacuum your store floors at a closing time.
 Empty all trash receptacles as required, plus at closing.
 Clean your restrooms as usually as required to stay them tip-top. Nothing can shut down
customers quicker than dirty restrooms.
 Throughout the day, straighten the merchandise displays. Don’t leave unfolded garments
or disorganized shelves.
 promptly pack up any spills or breakage.
 Keep all checkout areas clean and uncluttered.
 Don’t leave empty boxes within the aisles any more than necessary once restocking.
 Promptly attend to any unpleasant odors.
 Periodically do a much bigger improvement, like a spring cleaning.

Daily Store Opening Checklist

 Arrive early to open the store

 Disable any alarm system and turn on lights
 Prepare the POS system or registers of the day. Check cash levels
 Walk the store and don any needed straightening, cleaning, or decluttering.
 Keep a note of any items not completed properly at the previous night’s closing.
 For a customer, adjusts the air conditioning or heat.
 Sweep the sidewalk and clean the mats.
 At the opening, unlock the front door or gates and turn any signs that alert the customers
that you are open.

Daily Store Closing Checklist

 Startclosing procedures at a certain time. Don’t rush customers out before the closing
time.
 Announce to the customer that you are closing soon.
 Come to the store and do any necessary cleaning and etc.
 Restock shelves as needed, but don’t disturb customers unnecessarily.
 Make sure all racks, shelves, and displays are properly filled and arranged.
 Empty all trash receptacles and discard boxes and packing materials left on storage areas.
 Close the POS system and registers. Count the cash and reconcile cash and credit
payments with sales.
 Based on your procedures for later deposit, you might take some cash to another spot,
such as the back office.