Retail Associate Training: Store Procedures

Common Work Tasks
Retail professionals have a wide range of tasks common to all employees in retail. The following are skills that you will use in any retail associate position.

Using Fundamental Math
As a retail associate, you need to be able to find percentages, multiply, and divide. Therefore, you would use basic math skills such as money math and a calculator.

Research Skills
Finding information for a customer, such as seeing if another store in the chain has an item in the right size or colour is just one way your research skills could be used. Another example is the ability to find the appropriate information to send a package to the company’s head office.

Organization and Planning
To complete a sales transaction, you need to follow a process in a timely, organized manner and be certain not to miss a step. For example, knowing the correct steps needed to process a refund on a credit card. You must also be able to plan your workday so you complete all required tasks.

Problem-solving
Problem-solving skills are important every day in retail. The following are some examples:
-  If a customer is unhappy about a purchase, as a retail associate you need to be able to quickly come up with a solution that pleases the customer.
-  If your cash register system is not operating properly, you need to be able to use a calculator and pencil and paper to temporarily calculate sales transactions. You also need to be able to notify the appropriate people about the system problem.
-  If a customer asks about an upcoming sale they read about in the newspaper that you are not aware of, you need to be able to find that information. Most likely, this will be in the company’s email messages about upcoming promotions.

Communication
Reading, writing, listening, and speaking skills are required of all retail associates. A retail associate reads various forms of information. Some examples are company guidelines and upcoming events, sales, invoices, schedules, and email messages. Writing includes entering bank deposit information, important messages for your supervisor or co-workers, and filling in returns and exchanges. Listening and speaking skills include the various ways you will be communicating with your supervisors, co-workers, and customers.

Computer Proficiency
This is also known as computer literacy. It is important to have basic computer skills in the world of retail. The need for these skills continues to grow. Computer proficiency includes the ability to use the Internet, email, and fax machines.

Teamwork
Retail associates, like most workers today, work as part of a team and need to develop this essential skill. An example of effective teamwork is the ability to work co-operatively and efficiently together to reach specific company goals.

Customer Service
Customer service is the most important part of any retail position. Retail associates need to have excellent people skills. As a retail associate, you

A Sample list of work tasks for retail sales professionals.  

There will be multiple skills involved for each task.

N – Numeracy
C – Communication skills
R – Reading comprehension
IT – Computer skills/ information technology
W – Writing skills
F – Ability to understand forms, charts, or graphs
P – Problem-solving skills

1. Read product labels for information on the care of products and for instructions on the use of products.
2. Read lists of customer entries in a database.
3. Complete purchase orders to restock inventory.
4. Refer to assembly drawings of a product.
5. Use word processing to write a letter or quote a price to a customer.
6. Refer to product books or catalogues to find the range of items offered in various product lines.
7. Contact another branch by telephone or email to find out the availability of items requested by customers.
8. Use communication software like email.
9. Decide whether to match a price offered by another store if the price difference is not too big.
10. Handle cash, credit card and debit card transactions, and provide change.
11. Use a telephone appropriately and efficiently.
12. Read comment cards filled in by customers.
13. Read company guidelines about inventory control.
14. Fill in accident or incident report forms.
15. Write phone messages and record quote information.
16. Calculate discounts, taxes, and currency exchange.
17. Read notices about policies, procedures, benefits.
18. Greet customers and make general conversation.
19. Observe suspicious behaviour by customers. Call security or stick close to the person to prevent a possible theft.
20. Read model numbers on products.
21. Prepare invoices for customers.
22. Write delivery information clearly on packages that are to be picked up by courier.
23. Read and interpret sales statistics comparing sales over various periods of time.
24. Interact with customers to explain the features of products, respond to customers’ questions, and persuade them to make the purchase.
25. Organize special events such as fashion shows, special sales.
 

Additional skills
In addition to the basic skills required in retail occupations, employers today are looking for skills to fit the new workplace. There are more responsibilities and changing rules and regulations. The following is a list of skills that employers are looking for, both traditional and additional skills. If you have any of these additional skills, make sure you mention them in resumes and interviews! While these skills may be general, they are the skills that all employers in Canada have said are necessary.

-  Willingness to learn
-  Ability to prioritize
-  Strong organizational skills
-  Experience using the Internet
-  Excellent oral and written communication skills
-  Writing for different purposes, e.g. faxes and emails
-  Ability to work on several tasks at a time (multitasking)
-  Product and sector knowledge

-  Ability to work well with people
-  Good judgment
-  Flexibility
-  Knowledge of employment standards legislation, health and safety legislation, and human rights legislation
-  Research skills
-  Personal initiative
-  Professional appearance
-  Business-like approach to work

Store Maintenance
Store maintenance is required in all stores. If you work in a small retail shop, one person may do many of the tasks. In larger stores, specific departments and the staff who work in those departments may divide the tasks up. In an optical store, the emphasis may be on spotless eyeglasses. In a grocery store, the emphasis may be on having the shelves stocked at all times.

Inventory
Inventory is the goods that a store has to sell. Inventory records are important so the business is able to track the dollar value of all their merchandise. Keeping inventory records also tells the store when to order more products. Once a product is sold, the records will be adjusted to show how many of that product remains in the store and if it needs to be reordered from the suppliers.
When goods arrive at the store, an invoice or packing slip will be included with the shipment. The invoice is a complete list of the merchandise, goods, or services sent to a buyer by the seller, which also includes quantity, price, and the amount owing. The packing slip may not have the price of the items or the total. The content of the shipment has to be verified using the invoice or packing slip. Once this is done, the goods are priced and the information is entered into the inventory program. The inventory program allows the retail staff to find information about what items are in stock, where they are located, and the price of each item.
The merchandise is then stocked on shelves or displayed on racks. It is important to display the goods according to the store guidelines. In a grocery store for example, the product labels should be facing outward so that the customers can see the front of the packages or cans. In clothing stores, sizes and similar items should be grouped together. This makes it easier for customers to find the item that they are looking for.

Store Displays
Store displays play an important role in displaying and selling a store’s merchandise. Retail stores are competing for the customers’ dollars. Clear and professional looking signs and attractive window displays will bring in customers. Customers have many stores where they can shop. A messy storefront display may give the impression that the merchandise in the store is not top quality, and this may cause a customer to shop somewhere else.

Displays show-off the store’s merchandise. Some displays are permanent and usually stay in the same place. Glass jewelry cases require constant cleaning so that fingerprints and smudges don’t make the merchandise look unattractive. The front shelves of the grocery aisle usually carry the weekly features. Keeping the shelves stocked and neat in appearance can help make the products look more appealing. Clothes hung neatly and organized on the racks will assist the customer in finding the right size. The customer will appreciate being able to see the display without having to step around clutter.
Seasonal displays feature items for special occasions. They are temporary and will be changed often. Suppliers often have display units for their seasonal merchandise. These units could be cardboard pieces that have to be put together. They will come with instructions on how to assemble. Read directions carefully so your display is safe and sturdy.

Tips for making a display look great:
-  Proper lighting
-  Make the display attractive from all angles
-  Keep displays clean and clutter-free

Customer Service Areas
Large retail stores will often have a customer service desk. A customer service desk will usually deal with providing general information, returns, exchanges, layaways and special orders.

Information
You will encounter a broad range of questions from customers.
-  Do you sell hammers?
-  Where are the washrooms located?
-  Where do I find the children’s section?
-  This toaster is defective. Can I get my money back?
-  Will you be getting anymore sheet sets that were advertised for sale?
-  I can’t find the matching cups to my dish set. Can I order them?
-  I have a competitor store coupon for skates. Can I use it here?
-  The table you have on display is chipped. Can I get a discount?
-  Can I make a payment on my store credit card here?

You will have to be familiar with the store’s products and where they are located. If your store does not stock the item that the customer is looking for, provide information about where they can get the product. The customer will appreciate your helpfulness. It is important for you to know the store’s policies regarding returns and exchanges. Knowing how your store deals with price matching with competitors, details about special sales events and how to discount damaged merchandise will allow you to answer customer questions easily. You will also handle phone calls from customers looking for information. Your courteous manner when you deal with customers will encourage them to keep shopping at your store.
Other duties at the customer service desk may include re-tagging merchandise that has been returned and putting these items back in stock.
Defective merchandise will need to be returned to the suppliers, and you may have the responsibility of issuing rain checks for sale merchandise that is out of stock.

Clean up tasks
Having a well-maintained and clean store is good for business.
The products look more attractive to the customers. It is just common sense to clean up a spill when it occurs, hang up a piece of clothing that has fallen, or wipe down a sticky counter. That kind of attitude will create a positive work environment.
Some clean-up tasks need to be completed on a regular basis. Most stores will have a clean-up duties checklist for their staff to follow. The types of clean-up duties will depend on what kind of store you are working in.
Having a list will eliminate the problem of relying on the next person to complete the task or simply forgetting to do an assigned clean-up duty.
Once the employee has completed the task, he/she is required to initial it and mark the time.

Schedules, Payroll, and Other Forms
Many positions available for retail associates will be shift work. Your supervisor will make a schedule for the staff. The schedule could be a weekly or monthly schedule. It is a good idea to copy the schedule so that you can refer to it when you are organizing your week. Another type of schedule that you may have to follow is a break schedule. This schedule is created so that all the employees are not on breaks at the same time.

Time and Earnings
For most retail jobs, you will be paid by the hour. Your earnings depend on both the amount of hours you work and also the rate of pay you are receiving. To figure gross earnings, you do the following.
Hourly rate of pay [x] Hours worked [=] Gross Earnings
Regular pay plus any other pay makes up the gross earnings. This is the total pay before payroll deductions are taken out.

Over Time Earnings
When an hourly worker works more than the regular hours in a week, they are working “over time”. To calculate the number of over time hours, you must:
Total hours [-] regular hours [=] overtime hours.
Most employers pay time and a half for over time hours, meaning they pay
1.5 times the regular hourly rate.
To find the pay rate for over time work you:

Hourly rate [x] 1.5 [=] over time rate

Pay cheque: Earnings and Deductions
A pay stub is a sheet of paper that comes with your pay cheque stating the following information:
Amount of money earned in a week
Taxes and other deductions that were subtracted from gross pay.
To calculate how much money you take home (net earnings), you must use this formula:

Gross earnings [-] Taxes [-] Other deductions [=] Net earnings

Other Forms
Some of the other forms that you need to become familiar with are:
-  Vacation schedules
-  Invoices
-  Rain check certificates
-  Bank deposit slips
-  Accident report forms

Store Policies and Procedures
Every retail store will have policies and procedures for their staff to follow.
These guidelines will determine how employees will deal with layaways, returns and exchanges, cash handling, and opening and closing procedures.
When a new employee begins employment with a store, they are generally given a copy of store policies and procedures to read and learn.

Layaways
Some stores offer a layaway plan to their customers. This is a convenient method of payment for the customers. Having a layaway plan could be the reason why the customer chooses your store to make their purchases. A customer is able to purchase goods by making a down payment and then making weekly or monthly payments until the items are paid for. The retail store will hold the goods for the customer until all the payments are made.
A layaway agreement is a contract. The customer will sign this agreement.
The agreement should include the following information:
Name, address, and telephone number of the store and the customer.
Transaction date.
Itemized list of the goods.
The service charge fee.
Amount of down payment.
Balance owed after each payment is made and dates that future payments are due.
Length of time goods will be held.
Your rights if you miss a payment.

The policies dealing with layaways can differ from store to store. Here are some examples:
-  A customer will lose their deposit and money paid if they do not meet the payment schedule.
-  Layaway policies must be posted at cash registers where layaway transactions take place.
-  All layaways must be picked up and paid in full four days before
Christmas.
-  A 10% deposit is required with a layaway.

Returns and Exchanges
At large retail stores, returns and exchanges are usually handled at the customer service area. In smaller stores, the cashier will probably handle the returns. There are a variety of policies for returns and exchanges. They range from “100% Customer Satisfaction” to “No Returns”. Some stores will have the return policies visible at the cash registers, and some will print the policies on the customer receipt. Retail associates dealing with returns need to be fully aware of store policies.

Some examples of different return and exchange policies:
100% satisfaction guaranteed
-  Return the merchandise with the sales receipt, and the money will be refunded.
No refunds
-  Items can only be exchanged, or a store credit can be given.
Final Sale
-  Usually this is for clearance items. No refund, no exchange, no store credit.
Personal items
-  Personal items such as ladies’ or men’s undergarments cannot be returned. Receipt or no receipt
-  If you have the receipt, you will receive the refund at the price printed on the receipt. If you don’t have a receipt, you will receive a refund for the amount of the current price of that item.

Cash Handling
Cash handling procedures and policies are put in place to prevent theft and for the employees’ safety. Some stores require that cashiers balance and empty their tills after 30 or 40 transactions. This is so that large amounts of money are not accessible. Cashiers are expected to follow procedures at the cash register, such as never leaving an open cash drawer unattended.
Another policy may be to display signs indicating that only limited amounts of cash are kept in the store.

Opening and Closing Procedures
All employees responsible for opening and closing their store should have access to written procedures. These policies are for employee safety as well as theft prevention.
1. When opening the store, make sure that there are no suspicious people around your store.
2. Check to make sure that no one has broken in. Inspect the outside of the building to see if there are any broken windows or doors. If there is evidence of a break-in, call the police and do not enter the store.
3. You should enter the store and immediately re-lock the door and turn off the alarm. Inspect the inside of the store for evidence of a break-in.
4. Remove cash drawers from locked area, and prepare cash registers for the day.
5. Unlock doors at specified opening time.
6. At closing time, make sure that all customers have left the store.
7. Lock the doors and windows. Remove cash drawers to locked area.
8. Set alarm. As you exit, make sure that there are no suspicious people in sight. Lock the door.