Customer service planning that works. Regular training for store staff in all aspects of customer service, product knowledge, and selling skills.
Stores must maintain a high level of customer focus
Store staff regularly evaluates customer service standards
Store employees should be able to provide seamless customer service by providing prompt and efficient customer service.
Customer needs and queries are addressed promptly.
Review the feedback from mystery shoppers and create an action plan to improve.
Commercial Profit and Sales
Attain the store's revenue goals
Target productivity (sales per person per day, staff/sqft) for the store.
Actively searches for ways to increase or surpass shop sales targets
Ensure that you monitor and control your expenses (overtime, stock, consumables, and local) by ensuring efficient store operations
Financial reports that show operational profit and sales can be interpreted and acted upon. The focus should be on areas of low performance.
To monitor sales performance against last year, and last week and budget on a daily or weekly basis and to provide feedback to managers as well as to communicate with staff
Store Standards and ShopKeeping
Stock merchandise management and stock aging (stock loss, stock aging, space management) in the store must be accurate.
Supervise and monitor all aspects of the sales process in the store, including sales transactions, tracking customer order payments, maintaining inventory updates, registering sales, managing returns, and gathering feedback from customers.
Supervise and monitor inventory management within the store (stock availability, order management, back-store management, stock movement in-store).
Make sure that the store complies with all state and federal laws regarding employment, including wage and hour requirements, and equal employment opportunities.
Make sure that the company's policies and procedures are communicated promptly and followed up accordingly
Oversee cash transaction management (petty cash, cash elements, change floats)
Audit your store regularly and fix any problems
Continuously monitor and seek out information about the commercial environment, local trading patterns, and competitor activity, as well as market trends and their effects on stores.
Customer complaints can be monitored and dealt with in accordance with company policy. Corrective actions can then be taken.
High standards of visual appearance in all areas of the store, including non-retail.
In-store and window displays should be maintained to a high standard, in accordance with merchandising guidelines
Review and prepare store reports about sales, commercial profit, stock aging, and slow-moving, fast-moving, and non-moving items.
Make price changes in the store
Store security, cash, stock, and company assets must be maintained at a high standard to ensure store health.
When preparing forecasts or staff rosters, ensure seasonal peaks and important trading/promotional occasions are considered
Staff should be made aware of store priorities and expectations
Regularly review and give feedback to staff on their performance in relation to expectations
Regularly train staff in the store and enroll them in Learning and Development courses.
A buddy system can be used to support the induction of new recruits
Facilitate the resolution of complaints and monitor staff welfare (staff accommodation and transport).
Supervise staff development and motivate store associates
Ensure that you have a succession plan and effective resource planning