OPERATING

PROCEDURES FOR
STORE MANAGER
Submitted by:
Kundan Ganvir
MFM 2nd Semester
 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.
2. Store Readiness

 Check list for Maintenance  Store visual merchandising –

 Check list for Housekeeping
Signage Check list (standard
signage ,signage
 Executing Promotions on placement, POS
featured areas signage, display and removal
 End caps of signage, VM fixtures)
 Promotional aisle  Floor Plan & Displays
 Freestanding displays  Check list for Sales
Associates/Floor Team
 Cash wraps
 Merchandise Display
 Walls
 Expiry Dates merchandise
 Windows handling
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
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)
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
 6. Store Security

 Security process checklist Security SOP for below task

 Handling Legal aspects

 Handling counterfeit notes

 Handling Tag Beep

 7. Loss Prevention & Shrinkage

Anti Shoplifting Methods – Checklist Pilferage & Shoplifting

 CCTV  Store policies and

guidelines for pilferage
 Electronic Article Surveillance(EAS)
handling
 Loss Prevention Personnel
 Locked Merchandise
 8. Cash Management

 Store Back Office cash procedures

 Store Front End cash procedures

 Cash Refunds

 Double Billing/ Mistakes by cashiers

 Gift Vouchers handling

9. Customer Service

 Stock return & exchange  Customer service desk –

from customers and policy Queries answer General
Product Knowledge
 Complaints
 Enrolment of customer for
 Sales Associate
Loyalty Programs
Responsibilities to Customer
 Customer Feedback
 Sales Associate Authority
for Complaint Resolution  Customer Home Delivery
(Delivery Appointment
 Special Product or Service
Process)
Orders
 10. Store Audit

 Store Appearance
 Staff
 Stock audit policies
 Customer service
 Storage
 Cleanliness
 Loss prevention audit policies
Thank you
Thank You