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Table Of Contents

1. Consumer Experience
1.1 Preparation for the Day
1.2 Consumer Engagement
1.2.1 Customer Entry Process
1.2.2 Customer Buying Process
1.2.3 Cashiering Process
1.2.4 Customer Returns
1.3 Retail Selling Skills
2.1.2 Responsibilities of the Customer Associates
2.1.3 Stock Supply
2.1.4 Stock returns
2.1.5 Stock transfers back to the RDC
2.1.6 Stock checks
3. Store Operations
3.1 Store Maintenance
3.1.1 Floor Maintenance:
3.1.2 Backroom maintenance
3.1.3 Restroom maintenance
3.1.4 Trial room maintenance
3.2 Measuring Efficiencies of Store Operations
3.2.1 Store Ops and VM Audit:
3.2.2 Mystery Shopper
3.2.3 Information Flow from Store
3.2.4 Online Reports
3.3 Security Tag Handling
3.4 End of Season Sale
3.4.1 Identification of merchandise –
3.4.2 Deployment of merchandise
3.4.3 Display of Merchandise
3.4.4 Man power
3.4.5 Billing/ Delivery Counters
3.5 Business Planning
3.5.1 Measurement of KPI’S
3.5.2 Steps To improve KPI’s
3.5.3 Sell thru Analysis
3.5.4 Profitability analysis
3.5.5 Dept /Category analysis
3.6 Divisional Audit Guidelines
4. Driving Retail Productivity through Friedman
4.1 Introduction to Friedman
4.2 The Friedman Vision
4.3 The Friedman Group Philosophy
4.3.1 Need for Customer Associate
4.3.2 Definition of Ideal Store
4.3.3 Non Negotiables
4.4 Friedman Formats
4.4.1 Weekly Minimums Planner
4.4.2 WMP Ground Rules
4.4.3 SQMS/ IQMS
4.4.4 Weekly Performance Summary – DPS/WPS
4.4.5 Conversion Rate Card
4.4.6 Rotation Log
4.5 Progressive Discipline
4.6 Incentive Policy
4.6.1 CA Incentives
4.6.2 SM Incentives
4.7 Project Goldstar
5. Statutory Compliances
6. Cross Functional Processes
6.1 Marketing
6.1.1 Visual Merchandising
6.1.2 CRM
6.1.3 Micro Marketing
6.2 Finance
6.2.1 Cash Deposit
6.2.2 Gift Vouchers
6.2.3 Petty cash management
6.2.4 Exception Invoicing and Manual Invoices
6.2.5 RO Positive
6.2.6 Gate Pass
6.2.7 Internal Debit
6.2.8 Fixed Assets
6.3 Human Resource
6.3.1 Leave
6.3.2 Salary Processing
6.3.3 Medical
6.3.4 Retiral Benefits
6.3.5 Mentoring fresh recruits
6.3.6 Refresher training
6.3.7 MITR Program
6.3.8 Stars N Stripes
6.3.9 WINGS
6.3.7 WOW
6.4 IT
7. Handling legal Notice
8. Roles and Responsibilities
8.1 Role of a Store Manager
8.1.1 Principal Accountabilities:
8.2 Role of a Customer Associate
8.2.1 Principal Accountabilities:
9.1 Opening & Closing Checklist
9.2 Store Ops Audit Format
9.3 Store VM Audit Format
9.4 Friedman Formats
9.5 Statutory Compliance Details (Region Wise)
9.6 Monthly Business Report
9.7 Rotation Log
9.8 Expense Tracker for Store Manager
9.9 Category Sales Performance Vs. Stock
9.10 Club Wills Manual
9.11 TE Limit
9.12 Movex Snapshot
9.13 Exception Invoice Process/Resolution
9.14 EHS Guidelines
9.15 VIP Visit Checklist
9.16 Duty Roaster
9.17 Procedure Note For Physical verification Of Stocks
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Published by Shivraj Khatri

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Published by: Shivraj Khatri on Sep 19, 2011
Copyright:Attribution Non-commercial

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01/28/2013

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