STORE MANAGEMENT SOP

INTRODUCTION

Store Management emphasizes the role Middle Management plays in the

Operations.

Supervisory processes in the Operations are included in this Section. This

Section guides the Branch Supervisor in their functions. Checklists are provided
in this Section to make sure all areas are addressed while checking on
Operations.

A sub-section is devoted to supervisory functions on Customer Service. Middle

Management closely monitors customers’ feedback and constantly reports them
to the President. These feedbacks provide important information on how the
branch can improve.

The President should make sure that the reports to be submitted by Middle
Management are done regularly. In addition, the President should use these
reports in meetings conducted with Middle Management.

COVERAGE

This Simplified Standard Operating Procedure (SOP) covers the following key
areas:

1. Key Result Areas – including tasks and responsibilities, opening and

closing procedures, target or goals, supervisor checklist, and
supervisor walk-thru

2. Customer Service – including monitoring customer service, customer

feedback, and improving customer service.

3. Store Meetings and Supervisor Reports

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SUPERVISOR KEY RESULT AREAS

Branch Supervisor Tasks and Responsibilities

 Branch Supervisor

1. Delivery of good service to the customers.

 Monitors critical concern in customer service and develops action

plan to monitor its implementation.

 Displays good customer relations, ensures that customers are

satisfied as they leave the branch.

 Prepares and implements suggestive selling programs like up-

selling products that need pushing.

2. Daily adherence to the cleanliness and maintenance

 Checks and monitors Branch Staff compliance to the daily

cleanliness schedule of the branch.

 Checks and monitors branch opening, mid-shift and closing

procedures of the branch.

 Implements sanitation and cleanliness schedule of the branch.

 Rates branch on its implementation in the cleanliness

checklist.

3. Monitors and handles branch operations

 Makes daily reports including purchase orders of the branch.

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 Prepares Branch Staff schedule on a weekly or monthly basis.

 Handles customer inquiries and complaints referred by the

Branch Staff.

 Approves time card summary report and submits to the

Bookkeeper.

 Orients, interviews and selects Branch Staff.

 Evaluates Branch Staff performance through the Performance

Evaluation Form as prescribed by the Company.

 Prepares and submits operations report to the President.

4. Storage Control

 Prepares purchase orders of stocks in the branch.

 Organizes storage areas and adherence to storing standards.

 Monitors and controls access to stocks and the storage area.

 Checks and monitors receiving procedures of stocks in the

branch.

 Monitors and checks adherence of branch staff in the

cleanliness and maintenance of the storage areas.

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OPENING & CLOSING PROCEDURES: Branch Supervisor

 OPENING:

1. Walks-thru the exterior area of the branch and checks first if the
branch is ready for operation.

2. Turns on lights in the needed areas for opening procedures.

3. Checks the Branch Staff if he has prepared the deposit for previous
day’s sale.

4. Checks Inventory Report and ensures that stocks inventory will be

conducted and be finished before 1:00 pm.

5. Checks the stocks and the display area and asks staff:
 if there are out of stocks
 if the items follow FIFO
 checks the branch if ever there are damages as well with
equipment.

6. Checks the Inquiry logbook (religiously), audit results (scores and #

of times red) and their filing document.

7. Discusses with Branch Staff products to push and out of stock

items.

8. Conducts Staff briefing before opening the branch.

 PEAK TIME:

1. Checks the Customer Service level, observes the staff if they are
executing the following.
 Three (3) Pillars of Customer Service
 Follow the basic Sales Procedures
 Execution of NLP
 Standards FAQ’s

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 Logbook of inquiring customers.

2. Check and observe if the staff is following branch standards.

 Refilling process
 Conversion process
 Catering of back jobs
 O.R. process and releasing to customer
 Checkout process and other SAP System usage
 Flyering ( 3:00 – 5:00 PM , 5:00 – 7:00 PM )
 Cleanliness of the branch.

3. If ever needed, assist the staff with the inquiries of customers, in

refills and conversion.

 SLACK TIME:

1. Makes a branch visit report for the day.

2. Gets the concerns in the branch.

3. Deploys new policies from management

4. Asks the comments and feedback of the staff regarding attitude and
performance of their colleagues.

5. Checks the competitors movement and if they have new activity.

 CLOSING

1. Checks and computes all sales versus cash count.

2. Accomplishes Deposit Slip.

3. Transacts all the transaction on SAP System (back-up files,

customer files and system schema)

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4. Checks if the sales have been sent through text and email message
together with customer inquiries.

5. Supervises cleaning procedures of the branch.

6. Makes sure to safety lock CCTV recorder cabinet.

7. Makes sure proper storage procedures are followed and checks

safety locks.

8. Unplugs the video and computer

9. Secures all equipment are in proper keeping.

10. Double-checks closing procedures of the branch.

11. Leaves and securely locks the branch together with the closing Staff.

TARGET OR GOALS

1. Meets the target / sales quota for the branch.

2. Achieves outstanding customer service and branch operations

compliance.

3. Develops innovative ideas that we could share which will help boost
up our sales and operations standards.

4. Safekeeping of company properties and assets as well with

developing harmonious working environment with employees.

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SUPERVISOR CHECKLIST

1. Working Station
 Back Jobs (check if it has a printout of Customers service
report).
 No printer back jobs are visible unless the staffs are working
on it.
 Maintain cleanliness after every transaction.
 All the tools used should be returned to its designated places.

2. Refilling Station
 All the tools are complete, tidy and working properly.
 Waste bottle ink is replaced every morning and must have used
tissue in it.
 The ultrasonic cleaner is properly working and must be clean
at all times.
 Empty vials should be segregated into used and unused.
 The tools in the station must not that be visible to customers.

3. Documents Safekeeping Station

 All the important documents in the branch are kept and
segregated base on its category and purpose.
 All memos are filed, signed and acknowledged by all the staff
in the branch.

4. Overall Kiosk / Store

 Display Area and Marketing Collaterals
 Computer and Test Printers
 LCD TV
 Drawers and Lockers

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BRANCH SUPERVISOR WALK-THRU

The Branch Supervisor Walk-Thru is a brief five (5) minutes inspection of the
branch which is done to check branch appearance, the performance of each crew
and the quality of products and customer service.

 During the walk - thru, Branch Staff should be given immediate direction
to correct below-standard items or performance.

 Working Station and parts of the kiosk which are visible to customers.

 Display area has sufficient stocks and properly displayed.

 Stockroom has sufficient stocks and properly stored.

 Checks the cash box if it’s secured and if all cash are accounted for.

 Checks the SAP System if all transactions are based on standard.

 Checks the files (documents)

 Takes note of items in need of attention. Once you have completed the
walk - thru, implement measures to correct these problems.

 Talks to few customers to ensure their satisfaction.

 Checks the competitor’s area to check their staff, flow of customers,

promotions and pricing.

 A consistent pattern for walk-thru must be developed. This pattern should

not be changed; only the key items you are looking for will change
depending on the time of day.

 Walk - thru should be conducted once every shift.

1. Customer Service is our first priority.

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a. Look at your Branch Staff as your Customers would:

 Are they in position and in proper and clean uniform?

 Watch for proper service and hospitality techniques:
Are they smiling, using eye contact, suggestively selling
and thanking customers?
 Do the Branch Staff explain thoroughly to customers
the product features?

b. Checks the cleanliness of the branch:

 Are display cabinets free of smears and dirt?
 Is there any trash on the floor?
 Are the packaging materials arranged and complete?
 Are the lightings clean and functional?

c. Checks product quality.

 Asks customers for feedback regarding the product.
 Finds out if there are any defects in the products sold.

2. Views the exterior of the branch where customers form their

first impressions:

 Is the exterior area of your Branch clean?

 Are there any busted lights?

 Is the signage clean and in good condition?

 Are the products properly displayed?

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CUSTOMER SERVICE

MONITORING CUSTOMER SERVICE

When the Branch Supervisor is visible and accessible to your customers,

anticipate their needs before being asked, and treat all customers with respect,
Branch Staff will follow their superior.

 Branch Supervisor has the responsibility to see to it that proper customer

service is provided at all times in the Store.

 It is important that the Branch Supervisor knows how to explain to

customers the product features and services of the branch.

 Branch Supervisor must be in control and can motivate the Branch Staff
to do excellent customer service.

 Branch Supervisor should be aware of bottlenecks all the time and is

responsible for remedial measures for these bottlenecks.

During Peak Hours

 Branch Supervisor should be in total control of the operations when he

is physically present on the floor during peak hours.

 Branch Supervisor checks on customers if they are being assisted

immediately by the Branch Staff.

 When the Branch Supervisor is on the floor, he can make remedial

measures when problems occur.

 Branch Supervisor always ensures that all the customer even the
inquiries were entertained and acknowledged at all times, all the
questions are answered appropriately.

 Branch Supervisor always ensures that the “three (3) Pillars of

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Customer Service” is being followed as well as with NLP/BSP

procedures.

 Standard processes of the service up to the releasing of the items with

our friendly reminders are followed.

 Branch Supervisor ensures that the Staff can perform well and shows
the feeling of happiness to the customer by projecting it with a smile.

Attending to Customers

 Ensures that all the customers are attended by the staff when the
customer inquires, and should be acknowledged within 10 seconds.

 Ensures that qualitative customer service was given unto our BOSS -
the customer.

 Giving them a choice and always offer suggestion to them.

 Not having them wait, so example that there are refills lined up, suggest
to customers to briefly take a walk while we do their refill.

CUSTOMER FEEDBACK LOGBOOK

To achieve total customer satisfaction, you must listen. View customer feedback
as a source of valuable information. Feedback is important because it tells you
how customers feel about their experience, what you can do to improve it and
how you can keep them coming back.

Use customer feedback to help you identify and fix problems that might
otherwise make other customers unhappy with their experience.

Branch Supervisor needs to make customer recovery a priority. Customer

recovery is satisfying unhappy customers and getting their business back before
they go to your competitors.

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Customer Feedback comes in different ways:

 Customer comments while in your branch

 Phone calls
 Comment cards
 After-sales service
 Warranty issue and refund process, had already written guidelines
about these matters and what we have to do is just educate the
customers about it.
 E-mail messages sent to the Company website (if applicable)

Customer Feedback Logbook is an approach to problem solving and continuous

improvement. In the logbook, we can gather and collect information, analyze
why the problem occurred, make a plan to correct the problem and implement
the solution.

Customer Feedback Logbook contains the following:

 Feedback Given
 Time and Name of customer
 Employees Concerned

Customer Feedback Logbook can be used by management for the

following:

 Evaluating customer service

 Areas for branch improvement
 Employees' Performance to give corresponding awards and
incentives
 Product acceptance

IMPROVING CUSTOMER SERVICE

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Continuous Training
 Updating and development of branch employees also involves
retraining them on handling customers and product knowledge of
the company’s products and services.

 Branch Staffs are re-trained when found ignoring the three (3) Pillars
of customer service. At every visit conduct a brief re-enactment and
mini-revalida.

 It is not enough to assume that since employees have been with the
Company for more than a year, there will be no need for retraining.

 Retraining will involve:

 Employees sharing to other employees their experiences in

handling difficult customers. In this way, other employees will
be guided.

 Improvement of suggestive selling tactics of employees to

increase the average check in the branch.

 The Branch Supervisor assigned to re-train the staff can go

over all the products again, and determine the amount of
knowledge that the employees still know about the product
features.

 At the end of the retraining, it is also recommended that a

written test be done very much similar to the evaluation done
at the initial training.

Suggestive Selling

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Suggestive Selling is more than simply trying to sell additional products.

It is a way of providing good service to ensure customer needs are met.
Branch Supervisor should determine customer's needs and suggest the
products which are suitable for them.

The ultimate goals of suggestive selling are:

 Assist customers in choosing the right product for them.

 Increase average purchase of customers.
 Introduction of new and non-moving products.

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STORE MEETINGS

 Every ___________ before opening.

Possible Agenda:

 Sales Performance for the past week

 Marketing

 Reminders of Do’s and Dont’s on branch operations and company

policies

 New promos and how they are implemented

 FAQ’s standards and customers service processes

 Tactics and plans in achieving sales target

 New products if any

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REPORTS

FROM BRANCH SUPERVISOR TO THE PRESIDENT

1. Monthly Sales Report

2. Monthly Inventory Report

3. Branch Operations Report

 A report showing what happened in the branch during the day.

4. Purchase Order

FROM BRANCH STAFF TO THE BRANCH SUPERVISOR

1. Daily Sales Report

2. Daily Inventory Report

“Annex A”

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BRANCH DAILY OPERATIONS REPORT

Branch: _____________________ DATE: _______________

A. Branch Staff
____________________________________________________________
____________________________________________________________
____________________________________________________________

B. Branch Products & Services

____________________________________________________________
____________________________________________________________
____________________________________________________________

C. Vault ________________________________________________
____________________________________________________________
____________________________________________________________

D. Branch Cleanliness
____________________________________________________________
____________________________________________________________
____________________________________________________________

E. Customer Complaints
____________________________________________________________
____________________________________________________________
____________________________________________________________

F. Others
____________________________________________________________
____________________________________________________________
____________________________________________________________

Prepared By: Noted By:

_________________________ _____________________
Branch Supervisor President

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