RETAIL STORE OPERATIONS

By

Group 13

Jahnavi
Srilaxmi
 HAMLEYS
Founded :1760; 259 years ago
Founder : William Hamley
Headquarters : London
Number of locations : 26 in UK; 90 international franchises
Area : Served world wide
Products : Toys, Games, Dolls
 PUNJAGUTTA
Size – 5100sqft(carpet area); 200sqft(backend)
Store Manager – Mr. Ali Ahmed Khan
Year of establishment – 2018
Employees –20
 LAND/ESTATE TEAM
P
01 •Finalise the premises
•Gets plans and locations
R
E
LEGAL TEAM
S
02 •License required
T
O
R
PROJECT TEAM
03 •Ensure the store is ready with the interiors
E

MERCHANDISING TEAM
O
04 •Analyse buying behaviour P
•Initiate placing orders E
N
HR TEAM I
05 Recruiting and staffing
N
G
 LICENSES
Trade license

Shops and establishment registration

365 working registration certificate

GST registration

Labour department registration

Housekeeping registration

Security registration

Mall license

Electrical inspector’s permission certificate

Clearance of fire brigade

Public performance license

Alarm system permit

 STORE OPENING

Store Front-will be
Check the following on seal opened by
Date, timings and signature CMS-10AM automatory key
Store opens at 9 AM of previous day closing Rs.1500-float cash at 10.50AM
by manager
FCs(2), Security(1), 6
Supervisor(1), House 4
keeping(2) 2

3 5
1 Checklist should
Opening Manager-Open lights, AC, Computer and be signed by
Sensormatics. opening manager
FC –set up the store, Housekeeping- Cleans the
store
 STORE CLOSING
Lock the store with the
seal and write date,
On weekdays-10PM timings along with CM
On weekends-11PM sign
By Closing manager-Prepares DSR and
cash to be kept in SAFE
FCs(2), Security(1),
Supervisor(1), House keeping(2) FCs-sets up the store 11
House Keeping-Dry and wet mop

7 9
10
8 CM will close all lights,
ACs, POS and
Close the front entrance sensormatics.
with automatry key Finally should sign the
checklist
 HOUSEKEEPING CHECKLIST

Entrances and exits:

Clean door and window glass (exterior and interior)

Clean/disinfect door handles

Pick up litter

Carpet area:
Dust and clean shelves

Dust and clean furniture, fixtures, and decor

Clean displays and cabinets

Clean all glass surfaces, partitions, and mirrors

Organize merchandise

Pick up and put away misplaced merchandise

Sweep and mop hard floors

Empty trash cans

Clean any glass surfaces

Clean display area

Backhouse/store rooms:
Pick up trash

Empty trash

Sweep and mop floors

Back office:
Empty trash bin

Mop hard floor surfaces

STORE MANAGER SIGNATURE

DATE
 STORE READINESS

03
Merchandise
04 06
01 Floor Staff
Store Planning
Hygiene and display

02
Maintenance 05
Cash Till
Store Readiness
 MERCHANDISE HANDLING

Automatically generates the request To track the shipping of the stock

for stock order from warehouse
Buying and
Merchandising Purchase Delivery
Team Order Docket

SAP 17TRACK
App
PO will be sent to the warehouse No. of boxes
Responsible for stock ordering from manager and store manager by Brief description
warehouse, Pune B&M team Quantity
 MERCHANDISE HANDLING

issues, variations and over-supply of This will be generated by the

Check the stock Manager and will be mailed to B&M
team along with warehouse manager
the
stock Digital Dumping
Signature of stock

Delivery Good
Report Receipt
The received stock will be checked
Form NoteEvery month of 20th, 3rd party agency will
for damage, quality, quantity and This will be done by the store collect the dump and leave the store from
discrepancies manager in the 17TRACK app backend
 Cashiering Process
Checking the transactions
•Greeting the and verifying it with the
customer system
•Scan the product
•Collect customers Manager/Supervisor
details prepares the DSR(date,
•Inform about target, total sales
loyalty program
The money is stored in the
•Modes of SAFE locker
payment
•Close the Money will be collected by
transaction the CMS agency the next
day
 Recruitment Selection
•The sources that they use are Naukri.com,
College placements and Referrals
•This will be done by HR head
•Store Manager-6-11 yrs exp. + should •Store Manager and Supervisor–
lead a team of 10 members for 2-3 yrs Psychometric test and Personal
+computer savvy +MBA from Interview
Management department
•Supervisor– 3 to 8 yrs exp +Graduation
•FCs – Personal Interview
from B. Com and BBA background •Background Check
•Fun Consultants - Graduation and
Minimum 12th Grade with good
scheduling
Loss Prevention &
Stock Check

Security

communication skills
Policies

Staffing
Shrinkage

Store
Store
Induction Training and Development staffing
The FCs will be accompanied by •For every 2-3 months
the Supervisor(buddy) •Hamleys culture
Managers and Supervisors will •Demo on new arrivals and
be sent to the Tail Office, existing products
Mumbai for one week Induction •Jingles Practice
process •Activities
Extendable up to 3 days
 Scheduling Team SAP
Briefing SuccessFactor
Stock Check
LP & Shrinkage

Scheduling
•Rooster –

staffing
Policies
Security

Supervisor

Store
•Payroll
•At 2PM
•(Saturday •Performance
management
•Workforce
/Sunday) Appraisal analytics
•Week-off •Inputs from •Workforce
Monday- employees planning
Thursday •Employee on-
•VM boarding and
•2 shifts learning
•Compensation
and benefits
management
•Performance
Management
 PERFOR
MANCE MOTIV
LEAVES
ASSES ATION
MENT
Stock Check

Scheduling
LP & Shrinkage

Security

Staffing
Policies
7 days late=1 leave Performance
Compensatory off
Best
Linked Employee
Incentives Award(31st
March)
 01 02 03
SHOP
LIFTING
EMPLOYEE
POS &
Dumping

SAFETY

Scheduling
LP & Shrinkage

Security

Staffing
EMPLOYEE

Policies
THEFT

UPS Sign boards

Lockers
Any issue will be cleared SLP Team
CCTVs
within 48 hours RFID tags
Fire Exit
Manual billing Sensormatic pad
 Once in
3 months
SAP
%
Shrinkage

calculation

Perpetual
Stock Check
LP & Shrinkage

Security
Policies
Scheduling
Staffing
 CUSTOMER SERVICE
01 02 03 04

Sales Process Exchange Policy Loyalty Program Customer Service Desk

Before the Sale •Customer •Rs.100 = 2 points •Battery Setting
Wishing Exchange Docket •No minimal •Usage of product
Ask 3 magical questions •Returning a toy purchase for •Missing parts
Demo of products •Unwanted products redemption
Add-on sales •Unwanted Products
Close the sale which includes a
After the Sale free item
Customer Service Area •Faulty Products
Feedback
Followup
Customer Exchange Docket

CSD
 Suggestions
•Performance should be measured
dividually, to understand which employee is
doing more number of sale
•A cashier to be appointed in the store to
manage the cashiering process.
Annual Stock check to be done during the
financial year ending.

Recommendation
he employees should be rewarded with the
Fun Batches, so as to reward them for their
performance.
THANKS FOR LISTENING