GOOGLELevel 1:

Training Program on Store Operation of a

retail store
Day1:Store Operations
a. Pre Store opening
Land/estate team in finalizing the premises
Get plans and locations
Scout for premises
Operation approvals
Legal team fulfills mandatory requirements
Various licenses required.
Project team
Merchandise team
Understand customer requirements
Analyze buying habits
Competitor analysis
Area of store/layout and target.
Freeze merchandise mix
Initiate placing orders.
HR
Recruit and training.
b. Store opening and closing
c. Store readiness
Checklist for maintenance
checklist for housekeeping
Checklist for sales associate and floor team.
Merchandise display.
Expiry dates merchandise handling
Executing promotions on featured areas.
end caps
Promotional aisle
Freestanding displays.
Cash wraps
walls
Windows.
Store visual merchandising
Signage checklist
Standard signage
Signage Placement
POS signage
Display and removal of signage
VM fixtures.
Floor plan and Displays.
d. Store Merchandise handling
Transfer of stocks from warehouse.
Receipt of stock at warehouse.
Loading and unloading
Delivery from vendors.
Goods return to vendors.
Goods return to warehouse- perishables.
Ordering from stores.
Stock receiving from vendor( DSD)
Consignment vendor stocks(VMI)
Merchandise write off procedures.
Merchandise location and stacking (FEFO, FIFO)
Plano gram implementation
merchandise replenishment and Inventory reordering.
e. Store administration
Admin task related checklist
checklist for maintenance
Checklist for housekeeping and maintenance
Time keeping of staff.
Staff uniform policy
Sale of scrap
Required permissions, &Licenses, renewal and compliances.
Health and safety norms.
Insurance building and infrastructure., Inventory and cash.
f. Store staffing and scheduling
Recruitment, selection and compensation
vacation policy
harassment policy
discrimination policy
Staff transfer and resignation.
Staff scheduling and shift timings.
Staff training.
Workload forecasting.
performance appraisal
Attendance recording.
Store employees grooming standards.
Promoters deployment.
g. Store security
Security Process checklist
Security SOP for below task
- handling legal aspects
- Handling counterfeit notes.
h. Loss prevention and shrinkage
Pilferage and shop lifting
Store plocies and guidelines for pilferage handling
Anti shop lifting methods checklist
o CCTV
o Electronic article surveillance (EAS)
o Loss prevention personnel
o Locked merchandise.
i. Cash Management
Store back office cash procedures.
Store front end cash procedures.
cash refunds
Double billing/ Mistakes by cashier.
Gift vouchers handling.
j. Customer service
Stock return and exchange from customers and policy.
Complaints.
Sales associates responsibilities to customer.
Sales associates authority for complaint resolution.
Special product or service orders.
Customer service desk- queries answer general product knowledge.
Enrolment of customer for loyalty program.
Customer feedback.
Customer home delivery( delivery appointment process)
k. Store audit
Store appearance
staff
Stock audit policies
Customer service
Storage
Cleanliness
Loss prevention audit policies.
l. Store SOP
I. Stock inward process
i. Direct store delivery (DSD)
a. Route accounting procedure.
b. Handheld devices
Four types of stock inward process
o one stop
o Multi drop
o Multi Pick
o Multi pick and rop.
ii. From distribution center (DC delivery)
II. Return to vendor (RTV)
i. To vendor
ii. To DC
III. Loss prevention arrangement preview.
i. store policies and procedures for security.
ii. Store policies and procedure for merchandise
IV. Floor and shelf management
i. Fixture display change process ( planogram change)
ii. Visual display change process( Fixture look and feel).
V. Customer returns process.
i. Store sales return
ii. Online sale return.
iii. catalogue sales return
iv. Return types.
v. within initial return policy
vi. Defected goods- under warranty
vii. Defected goods- within AMC
viii. Defected goods- Chargeable.
VI. Sales of service process
i. AMC
ii. Gift coupons
iii. promotion launch readiness
iv. Store opening process
v. store closing process
vi. SOP amendment request process.
vii. Inter store stock transfer process.
viii. Store promotion initiation process.
ix. Multi channel order management process
-online sales delivery
- catalogue sales delivery.
x. price change process ( markdown and regular price)
xi. Store discount process ( ticket level & SKU level) ( GV and coupons readiness process)
xii. Inter store collaboration
xiii. inter store transfer details.
xiv. DC to store: TO v/s TI reconciliation
xv. HO store collaboration
xvi. SOP sharing.
m. Annual Business plan
n. Store Budget and financials.
o. Store Manager Role in profits.
Day 2: In store visual merchandising
Day3: Inventory management in store.
Day4: Managing store profitability
Day5: Catchment Area Analysis
Day 6: Buying/Merchandising in store
Day7: Security and Loss prevention

Level 2: Visual Merchandising
Day One. : Styling; and how to style a mannequin
Day Two. : The importance of planning a display calendar
Day Three.: How to track the sales of a display
Day Four. : VM tool kit essential items
Day Five. : Quality Management
Day Six. : Arriving at the right image mix for a retail store
Day Seven. The six important retail elements that affect its image mix
Day Eight. : The meaning and significance of AIDCS - All I Do Can Sell
Day Nine. : The importance of analyzing a display on the basis Attention, Interest,
Desire and Convincing the customer
Day Ten. : The window display design process
Day Eleven. Types of Window display
Day Twelve. The experience Economy
Day Thirteen. The brand experience, today and its customer centric nature
Day Fourteen. Experience design Beyond visual merchandising
Day Fifteen. The changing face of the consumer Generation C
Day Sixteen. Augmented and mixed reality magic

Level 3: Buying and Merchandising
Day 1. Introduction to Buying:
- The role of a buyer
- The merchandise management process
- Measuring buyer performance

Day2. Retail Strategies:
- Retail market overview
- Sustainable customer advantage
- The changing value equation

Day3. Merchandise Sourcing and Selection:
- The Supplier pool and supplier selection
- Category management
- Buying and ethics

Day 4. Merchandise Planning:
- Merchandise mix
- Setting margins
- Building the range and constraints
- Classification of merchandise
- Stock profile determination

Day 5. Merchandise Analysis and Implementation:
- Directional and post-seasonal analysis
- Quantitative and qualitative analysis
- Stock productivity

Level 4: Retail Finance and Metrics
Day One. Introduction to Finance developing the mindset to understand the subject
Day Two. Brief overview of accounting the tool to maintain business records
Day Three.Balance Sheet Introduction and Analysis developing a direct relationship with
each component of business with the larger picture of the organisation Analysing Asset
Heavy v/s Asset Light models Bought out Merchandise, Merchandise on Consignment
basis, Concessionaries
Day Four. Profit And Loss A/c Introduction and Analysis How value creation happens
what matters and what not? COGS, GRS
Day Five. Working Capital Management A Critical understanding of the most important
factor in any retail enterprise Asset Turnovers, Inventory Turnovers
Day Six. Ratio Analysis Profit & Loss Ratios, Balance Sheet Ratios, Working Capital
Ratios and Retail Industry specific ratios GMROF, GMROL, GMROI, Conversion
Rate, Average Transaction Size, Average Selling price

Level 5: Retail selling
1. greeting
2. Qualifying
3. Presentation
4. Close