Course Code: BBR501
Course Title: Store Operations and Job Knowledge (4 Credits)
Unit 1: Basic Concepts of Retailing: Introduction, Objectives, Perspectives on Retailing, Important retailing decisions, Significance of retailing, Indian Retail Sector, Retail formats in India, Forms of retail stores in India, Current retail scenario in India, Services Provided by Retailers, Commonly Used Terminologies in the Retail Sector.
Unit 2: Introduction to store: Introduction, Objectives, Concept of Retail Store, Types of Retail Stores, On the basis of ownership, On the basis of operational structure, On the basis of customer service, On the basis of merchandise mix, On the basis of pricing policy, On the basis of location, Retail Store Operations, Approaches to Improve Store Operations.
Unit 3: Opening and Closing of Store: Introduction, Objectives, Opening and Closing a Store, Store opening process, Store closing process, Store Key Management, Checklist for Store Opening and Closing.
Unit 4: Store location, Design and Layout: Introduction, Objectives, Retail Store Location, Types of Store Locations, Process of Selecting a Store Location, Checklist analysis, Analysing infrastructure and taking permission from authorities, Locating alternative sites and making selection, Current Trends in Retail Property, Development in India, Retail Store Design, Exterior store design, Interior store design, Retail Store Layout.
Unit 5: Functioning of a Retail Store: Introduction, Objectives, Everyday Operations of a Retail Store, Visual Merchandising, Visual merchandising norms, Visual merchandising in India, Operating system of visual merchandising, Role and responsibilities of a visual merchandiser, Role of Signage in the Store.
Unit 6: Inventory Management in Retail: Introduction, Objectives, Inventory Management, Important terminologies in inventory management, Importance of inventory management in retail, Stock check, Negative inventory, Movement of inventory from warehouse to store, Un-loading of inventory, Product Repair System-Customer Interface, Vendor Interface, Returning Merchandise to Vendor, Retail Merchandising, Evolution of merchandising, Merchandise management, Role and responsibilities of a merchandiser, Merchandise procurement.
Unit 7:Distribution Centers in Retail: Introduction, Objectives, Concept of Distribution Centre, Some important terminologies related to distribution centre, Activities of Distribution Centres, Target System, Retail Distribution Centre Operations, Duties of Distribution Centre Head, Security Tag Handling
Unit 8: Store Administration: Introduction, Objectives, Responsibilities of Store Administrator, Role of Housekeeping Staff in a Store, Guidelines for Housekeeping, Checklist for Maintenance, Sale of Scrap, Licence Renewal
Unit 9: Employees in Retail Stores: Introduction, Objectives, Employees and Shift Timings, Employee Entry and Attendance Recording System, Scheduling Breaks, Entry Recording System for Outsiders, Grooming Standards for Store Employees, Store Disciplinary Policy for Employees, Morning Briefing for Sales Employees
Unit 10: Human Resource Policies in Retail Stores: Introduction, Objectives, Role of Human Resource Department in Retail Stores, Functions of Human Resource Department in Stores, Recruitment of employees, Training of employees, Issuing identity cards to employees, Transfer of employees, Resignation of employees, Salary disbursement of employees, Establishing criteria for the best employee, Motivating employees, Job Description and KRAs of Employees in a Retail Store, Store head, Floor head, Sales staff, Head cashier, Cashiers, Administrative head, Commercial head, Security head, Security guard, Stock room in-charge, Stock room executive
Unit 11: Store Finance and Controls: Introduction, Objectives, Measures of Financial Performance of Retail Stores, Income statement or profit and loss statement, Balance sheet, Measures of Performance Evaluation, Ratio analysis, Other measures of performance: assortment of products, Measuring retail store and space performance, Measuring employee productivity, Strategic Profit Model, Budgeting, Dump and Shrink: Calculation and Control, Gift Voucher’s Management and Release
Unit 12: Customers in Stores: Introduction, Objectives, Concept of Customer Role of customers and customer touch points, Customer buying behavior, Entry Process for Customers in a Retail Store, Baggage Counter, Buying Method and Job Responsibility, Cash management and customer checkout, Gift vouchers, Return policy and procedure, Garments alteration, Maintenance of alteration counters, Customer Complaints and Suggestions, Managing Free Gifts
Unit 13: Store Security: Introduction, Objectives, Security Process in Different Situations, Handling Legal Aspects, Handling Counterfeit Currencies, Handling Tag Beep
Unit 14: Pilferage and Shoplifting: Introduction, Objectives, Pilferage Handling, Concept of Shoplifting, Methods of Shoplifting, Anti-Shoplifting Techniques, Other measures to prevent shoplifting, Points to be considered while displaying merchandise.
Unit 15: Store Audit: Introduction, Objectives, Concept of Store Audit, Importance of Store Audit, Parameters for Store Audit, Storefront appearance, In-store presentation, Customer service, Storage, Housekeeping