This document outlines operating procedures for a store manager covering 10 key areas:
1. Store opening and closing procedures including proper inspection and security measures.
2. Store readiness checks including maintenance, housekeeping, promotions, merchandising, and sales associates.
3. Merchandise handling covering stock transfers, receiving, ordering, inventory processes.
4. Store administration tasks like maintenance checks, timekeeping, licenses, safety compliance.
5. Staffing policies around hiring, training, scheduling, performance reviews, and standards.
6. Security processes for legal issues, fraudulent notes, and theft prevention.
7. Loss prevention including CCTV, article surveillance, and anti-shoplifting measures.
2. 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.
3. 2. Store Readiness
Check list for Maintenance
Check list for Housekeeping
Executing Promotions on
featured areas
End caps
Promotional aisle
Freestanding displays
Cash wraps
Walls
Windows
Store visual merchandising –
Signage Check list (standard
signage ,signage
placement, POS
signage, display and removal
of signage, VM fixtures)
Floor Plan & Displays
Check list for Sales
Associates/Floor Team
Merchandise Display
Expiry Dates merchandise
handling
4. 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
5. 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)
6. 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
7. 6. Store Security
Security process checklist Security SOP for below task
Handling Legal aspects
Handling counterfeit notes
Handling Tag Beep
8. 7. Loss Prevention & Shrinkage
Anti Shoplifting Methods – Checklist
CCTV
Electronic Article Surveillance(EAS)
Loss Prevention Personnel
Locked Merchandise
Pilferage & Shoplifting
Store policies and
guidelines for pilferage
handling
9. 8. Cash Management
Store Back Office cash procedures
Store Front End cash procedures
Cash Refunds
Double Billing/ Mistakes by cashiers
Gift Vouchers handling
10. 9. Customer Service
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)
11. 10. Store Audit
Store Appearance
Staff
Stock audit policies
Customer service
Storage
Cleanliness
Loss prevention audit policies