MENDEEZ Retail Operations Manual Summary

RETAIL
OPERATION
S MANUAL
MENDEEZ |
BY THE WAY
MENDEEZ Retail Operations Manual
Chapter 1 – Introduction
1.1 Introduction to Organization
Mendeez is one of the oldest and foremost business houses of Pakistan ad holds footing
in a wide range of businesses. Mendeez - A subsidiary of Siddiqsons, launched their first
domestic initiative titled MENDEEZ, their first retail space, A high fashion brand, which
in the short span of 3 years has grown to include stores in Lahore, Karachi, Islamabad,
and Faisalabad.
The Brand is recognized for high fashion range, product quality, good Retail network,
and excellence of customer relationships.
The People at MENDEEZ keep themselves up-to-date on market trends through market
intelligence in order to make the company meet the ever-diversifying needs of
customers. MENDEEZ is providing the products to its customers in all over Pakistan.
The management is a well-educated and enlightened team that understands the

demands of a well competitive industry.
1.1.1. Mission [The Purpose of Existence]
“To create an environment of impulsive buying for trendy young males”.
1.1.2. Vision [The Dream for 2023]
“We work hard every day to make MENDEEZ Pakistan's leading fashion brand”.
1.1.3. Values [The Preferences]
 Honesty & Integrity

 Teamwork
 Passion for the Brand
 Respect for Everyone
_______________________________________________________________________
2
 Results
 Creativity & Innovation
 Customer First
1.2 Introduction to Manual
This is the Retail Operations Manual of MENDEEZ which will outline the procedures and
the systems implemented at the Retail Division. The Retail is not only a department, but
a team. The leader of this team is Head Retail Operations.
This Document establishes minimum operating standards and procedures to be used by

Retail personnel. Operating standards and procedures are needed to ensure proper and
effective Retail management techniques are used within the Department's retailing
operations. Areas of primary concerns include general administration, cleanliness,
operations, customer service, and Audits.
The following are members of the team:
 Head Retail Operations

 Area Supervisor
 Branch Leader
 Fashion Advisor
_______________________________________________________________________
3
_______________________________________________________________________
4
1.3. Reporting Structure of Retail Department
_______________________________________________________________________
5
Chapter # 2
2. STANDARD OUTLET OPERATING PROCEDURE
2.1 Outlet Timings
All outlet timings are regulated by their respective markets as the Outlet opening time is
dependant on the market opening and closing. This is true in case of all MENDEEZ
Outlets irrespective of which district the Outlet belong to. The retail opening timings
shall be announced by Head Retail Operations through a formal memo duly approved by
Country Head Operations.
_______________________________________________________________________
6
2.2 Outlet Opening
 All MENDEEZ Outlets must open under the supervision of Branch Leaders.
 In case of Branch Leader’s absence, the designated staff member by Branch
Leader shall be responsible for opening of the Outlet.
 Two sets of keys should be available for every branch, in case the original is lost,
the duplicate could be used.
 All the keys must be kept by Branch Leaders.
2.3 Outlet Locks
 The individual responsible for opening of the Outlet must have a look at the
Outlets’ locks first and / or shutter in order to ensure that no tempering has been
done with the locks.
 Open the locks and pull the shutter up.
 The shutter must be pulled up completely so that the staff members can see the
Outlet from both inside and outside.
 Ensure no suspicious individuals / group / vehicles are nearby at the time of
Outlet opening.
 In case the locks / shutter is tempered, the Head Retail Operations shall be
immediately informed.
2.4 Outlet Lights
 After opening of the Outlet, the Outlet lights must be switched on.
 Based on the location of the Outlet whether day light is enough or not, only the
required / necessary lights should be switched on.
 In case of summer season, the air conditioner should also be ensured to switch
on.
2.5 Temperature Guideline
_______________________________________________________________________
7
 At the time of Heavy customer inflow, the temperature of the Outlet must be
comfortable for the customer.
 The temperature maintained at the Outlets must be 22c in summer and 30c in
winters.
2.6 Counters locks
 The counters locks must be ensured whether tempered or not.

 In case any tempering is done, the Head Retail Operations must be informed
immediately without losing any evidence.
 The cash must be counted / checked.
2.7 Computers
 Computers/ machinery must be switched on at outlet opening.
2.8 Safe check
 The cash safe must be ensured whether tempered or not.

 The place where the safe is kept must be checked whether tempered or not.
 In case any tempering is done, the Head Retail Operations must be informed
immediately without loosing any evidence.
2.9 Cash deposit
 The cash must be taken out from the safe very carefully and after making sure
that no irrelevant person is around.
 The cash must be counted / tallied.
 The defined till fund is kept and the rest of amount must be deposited in the
designated bank.
_______________________________________________________________________
8
 As soon as the cash reaches 500,000 mark by 4:00pm, it should be deposited in

bank.
 The cash must be deposited by the designated staff member only.
 While receiving cash from Branch leader the member will sign the cash receiving
form before leaving for bank.
2.10Outlet cleaning
 After ensuring all the above processes, the cleaning of the Outlet must be started
as per defined cleaning SOPs.
2.11Outlet closing
 At the time of Outlet closing, either the guard or a staff member must be standing
outside the door to ensure that no customer comes in while courteously
informing the customer that outlet has been closed for the day.
 The lights of outlet must be dimmed first in order to intimate customer that it is
the closing time.
 The remaining customers in the Outlet must be served and ensured that they are
gone out of the Outlet.
 Specially check the change rooms and stock rooms to make sure no-one is inside
before locking.
2.12Daily Sales & Expanses tally
 The shutter of the Outlet must be half down from the door, however, the window
shutter must be shut down completely before starting to tally cash.
 After ensuring that no customer is present in the Outlet, the sales (sales closing)
of the day must be counted either using retail software.
 The total expense of the day must be calculated.
 The total day’s sale, expenses & cash at hand is determined and cash summary
email is generated to Head Retail.
2.13Cash locked in safe
 The cash must be locked in the safe of the Outlet.
_______________________________________________________________________
9
2.14Counter Locked
 Cash counter must be locked.

 Computers must be switched off.
2.15Outlet Round
 The Branch Leader must take a round of the stock room to check the following:
o Electricity points are ok
o No signs of any short circuits
o No stuff found in the change room that could cause fire such as cigarette, etc.
o No wires or cable are damaged
o No spark or unusual smoke are seen
o Check the locks of back doors (if any) or windows sliders.
 The-conditioners must be switched off.
 The lights of the Outlet must be switched off.
 Main switch boards are switched off.
 All the sign boards, panaflex, cross board must be switched off.
2.16Staff out
 All the staff must be ensured that they are out of the Outlet.
2.17Shutter close
_______________________________________________________________________
10
 In the presence of the guard / market Watchman, the shutter must be closed.
 It must be ensured that the locks are properly locked and checked by the guard /
market watchman.
_______________________________________________________________________
11
Chapter # 3
3. CLEANLINEESS
Cleaning of an Outlet plays an important role in customer satisfaction. Neat and clean
environment always create a good brand impression upon the customer. To create good
brand impression and make our customer satisfy, we need to focus cleaning
assignments on regular basis.
3.1 Exterior (Daily)

The exterior of the Outlet creates the first impression in the mind of customer to enter
the Outlet and is usually the most difficult to clean due to weather and outside the road
conditions. The exterior of the Outlet is so vital and it must be checked regularly
throughout the day. The following elements require cleaning to ensure the proper
impression.
3.1.1 Entrance
The entrance must be clean on the daily basis and must be free of any garbage/trash,
cigarette butts and debris, especially before and after peak hours.
3.1.2 Steps
The steps of the Outlet must be clean and free from any dirt, water, mud, etc. to ensure
that the customer does not slip or dirty their footwear while entering the Outlet.
3.1.3 Floor tiles
_______________________________________________________________________
12
The floor tiles of the Outlet must be clean and free from any dirt, water, etc. to ensure
that the customer does not slip.
Procedure
 Sweep Area: Pick up trash and sweep area and pay particular attention to
accumulated dirt and garbage in corners and sides.
 Prepare Cleaning Solution: Prepare sweep solution in the bucket.
 Broom and Mop the surface : Scrub surface with broom and later on soak the mop
into cleaning solution and mop the outlet floor.
 Performance standard: Clean until free of dirt, marks, water, and oil.
3.1.4 Floor Mat
The floor mats must be cleaned at least 3 times a day and more frequently in case of rain,
dust storms, etc.
3.1.5 Door
The doors and the glasses of the doors must be cleaned regularly throughout the day.
3.1.6 Windows & Glasses
Outlet all windows and glasses must be clean and free of finger prints, smudges, stains
and streak.
3.1.7 Outlet Pillar / Window Side Panaflex / Window Glass Panes
The first connection of the customer with your company is the signage so it must be
clean at all times.
_______________________________________________________________________
13
Procedure
 Ensure glass cleaner availability
 Sprinkle and Wipe: Sprinkle the glass cleaner solution and squeeze it with
window wiper
 Performance Standard: Wipe and clean until free of stains, finger prints and dirt.
3.2 Exterior (Fortnightly)
There are certain areas which cannot be practically possible to be cleaned on a regular
basis. Therefore, the following must be cleaned on fortnightly basis.
3.2.1 Pillars
The Outlet outside pillars must be cleaned and free of dirt as they usually have an affect
of weather.
3.2.2 Roof
The Outlet outside roof needs to be cleaned also from all dirt and specially the cobwebs.
3.2.3 Shutter
The Outlet shutters need to be cleaned, if required, as some time the oil and grease used
to make them smooth leaves a lot of dirt on it.
_______________________________________________________________________
14
3.2.3 Signboard
The signboard needs to be cleaned regularly. All fused tube lights must be replaced. The
signage must be visible and clearly sited.
3.3 Selling & Try Area (daily)
The most important area of the Outlet is selling area where the selection, trial and
purchase of the garments take place. So, it must be cleaned in every aspect to ensure that
the customer experience does not have a bad impact.
3.3.1 Product
All garments / fabric must be checked for cleanliness on daily basis in the morning
before the Outlet doors are opened for business. This must be ensured by all Outlet staff
at all times.
3.3.2 Display Racks
All display racks and shelves must be cleaned on a daily basis in the morning before the
Outlet doors are opened for business. This must be ensured by all Outlet staff at all
times.
3.3.3 Furniture
Broken, faded, torn, furniture must be repaired / replaced immediately. Cleaning must
be done as per below standard.
_______________________________________________________________________
15
Procedure
 Shelves/Rackets & Items: Shelves / racks and item should be cleaned with the
wet cloth / duster at least once a day, every day.
 Counter: Counter / phones / Computer should be kept clean with wet duster on
regular basis at least thrice a day.
 Furniture & Fixtures: Should be clean with wet duster including plants, planters,
and pictures once a day, every day.
 Customer Area Floor: customer area floor must be broom and mop regularly
throughout the day.
3.3.4 Flooring
Floor must be cleaned before opening, during the day, and at the end of the day. Floor
must be cleaned as needed especially after peak hours. It must be ensured that the MOP
water is changed frequently, with the mop bucket be cleaned each time, to maintain the
quality of the solution and prevention of the smells.
3.3.5 Garbage
Garbage needs to be removed from the Outlets two times a day i.e. at the time of Outlet
opening, and Outlet closing.
3.3.6 Cobwebs
Cobwebs must never be seen in any part of the Outlet or stock room or outside the
Outlet on the signage, etc.
3.4 Selling Area (fortnightly)
_______________________________________________________________________
16
There are certain areas which cannot be practically possible to be cleaned on a regular
basis. Therefore, the following must be cleaned on fortnightly basis.
3.4.1 Air conditioners
 Must be dusted once every alternate week.

 Servicing must be done at the start of the every summer season.
 Air filters must be cleaned
 Covers must be placed on the outer units/ outside once the season is over
3.4.2 Lights
 All lights must be kept clean and in proper working condition at all times.
 Fused lights need to be replaced immediately.
3.4.2 Ceiling
 Ceiling must be cleaned fortnightly.
3.4.3 Walls
 Walls must be cleaned fortnightly.

 Any repairs required must be taken care of immediately.
3.4.4 Fans
_______________________________________________________________________
17
 Fans must be cleaned fortnightly to ensure proper maintenance and outlook.
3.5 Stock Room
The stock room of the Outlet must be clean and arranged in order to ensure quick and
efficient response to customer.
3.5.1 Stock Room Arrangements
 The products / articles must be placed at the proper racks rather than lying on
the floor at any times.
 Lighting must be proper and good to ensure stock is quickly located
 Remove any damaged asset kept in the stock
3.5.2 Garment / Fabric Racks Monitoring
 Must be ample and cleaned regularly with products / articles neatly stacked.
3.5.3 Monthly Cleaning
Stock room including racks, walls, ceiling, and light fixture must be cleaned thoroughly
once in month.
Procedure
 Racks and stands: Thoroughly clean edges and corners of the racks and stands
with wet duster Clean until free of dirt’s, soil, stains and build-up
 Ceiling, Walls, Light fixtures: Thoroughly clean edges and corner of the racks and
stands with wet duster
 Mop and scrub Floor: Wipe up spills, sweep floor. Follow the Mop procedure as
already mentioned
_______________________________________________________________________
18
 Stock Supplies: Check and restock supplies as per source, article, size etc.
 Performance standard: Stock room must be kept clean, free of trash, odorless
throughout the day, week and month and must be well maintained at all times.
3.6 Washroom (Daily)
3.6.1 Odor
 Washroom must be clean at all times and door must be closed.

 Keep an air fresher and spray the washroom every time some one uses it.
 Washroom must not be stinking at any time.
 There must be an exhaust in the washroom and ensured properly working at all
times.
3.6.2 Wash Basin / Sink
 Must be clean at all times and in proper working condition

 Soap along with a soap dish must be kept on the sink.
3.6.3 Water availability
 Water availability must be ensured in the Washroom at all times.

 In case of non-availability due to any reason, water must be stocked in the bucket.
3.7 Lighting (Daily)
_______________________________________________________________________
19
3.7.1 Signage
 Must be brightly lit

 Must be lit up 10 minutes before sun down and turned off at time of closure.
 No cobwebs near the front elevation.
3.7.2 In-Outlet
 Outlet must be brightly lit up.

 Spot lights must be properly highlighting the product.
 Lights must make the visuals prominent for the customer.
3.7.3 UPS
 Water in ups batteries must be checked / refilled every fortnight

 Minimum load should be put on the ups
3.7.4 Generators
 Regular maintenance must be done

 Fuel of generator must be stored safely and, in a place, where there is proper
ventilation
 Fuel must be kept in reserve to take care of any emergency
 Only the trained resource should convert to changeover
_______________________________________________________________________
20
3.7.5 Outage
 In case of power failure, turn off all lights and then immediately turn on the
generator.
3.7.6 Replacement of broken / Fused lights
 Immediately replace broken / fused lights and inform you’re Head Retail
Operations.
3.8 Materials for Cleaning
3.8.1 MOP & Bucket
3.8.2 Broom
_______________________________________________________________________
21
3.8.3 Window squeegee
3.8.4 Dry Mop / Duster / Scotch Bright
3.8.5 Vim
Storage: Store vim in a designated chemical area or in the bottom shelves of the stock
room.
Usage: Use especially for the floor cleaning, washroom, furniture & fixture, Garment
shelves and racks etc.
3.8.6 Sweep
Storage: Store Sweep in the designated chemical area or in the bottom shelves of the
stock room.
Usage: Use in washroom and where heavy dirt builds up.
_______________________________________________________________________
22
3.8.7 Glass Cleaner
Storage: Store Glass Cleaner in the designated chemical area or in the bottom shelves of
the stockroom.
Usage: Use especially on every type of glass material available in the Outlet.
3.8.8 Phenyl (Antibacterial)
Storage: Store in the designated chemical are or in the bottom shelves of the stock room.
Usage: Use weekly for floor cleaning and washroom cleaning to avoid any type of germ
growth.
3.8.9 Air Fresher
Storage: Air fresher at appropriate places of the Outlet to maintain freshness.

Usage: Air fresher should regularly be used after every hour.
_______________________________________________________________________
23
Chapter # 4
4. CUSTOMER SERVICES
4.1 Introduction
The basic objective of this section is to ensure excellent customer services in our Outlets
through enhancing skill sets of our retail sale staff. The company shall focus more upon
customer care and suggest and ways and means through which the Outlet staff can deal
any kind of situation. This would further ensure the increase in sales and customer
satisfaction.
4.2 Why people Buy?
There are different kinds of customers who buy the goods for various reasons. Some of
those are as follows:
 Be fashionable
 Recommended by someone
_______________________________________________________________________
24
 Satisfaction with past performance

 Due to motivation / Persuasion skills of Outlet Staff
 Comfort and convenience
 For prestige and style
 Copy others
 Be popular and gain praise
 Be individualistic
 As a part of needs
4.3 Who is a customer?
A customer is the one who invests / sacrifices his income to fulfill his requirements. Also
is a source of making money for people associated with the Company (Employees). It is a
proven fact that for a sales-oriented organization, if the customer is there to buy, the
organization survives.
Kinds of customers
There are various kinds of customers with different behaviors some of which are
mentioned below:
 Planned Customer
 Window Shopper
 Hurried customer
 Grouchy (Bad-tempered) customer
 Family Customer
 Talkative customer
_______________________________________________________________________
25
 Rude customer
 Friendly customer
 Angry customer
4.4 Customer service
Facts regarding customer service
 Making of a new customer takes five times more effort and investment than
retaining the old one
 Angry and unhappy customer shares his bad experience with 40-50 persons
 If a complaint is handled properly, 7out of 10 customers will come back
 If a complaint is handled on the spot, 95% customers will return
 It has been proved that a customer gets angry, and 68% of the times the reasons
is staff behavior.
Good customer service
Although, a lot of factors are involved to ensure a good customer service, however, some
of them are as follows:
 Understand what a customer need is
 Make available the desired product to ensure customer satisfaction
 Offer variety to customer
 Believe that “Customer is always right”
 Deal with customer in a polite manner
 Provide comfortable environment
_______________________________________________________________________
26
 Attend the customer quickly

 Apologize customer politely in case the required product is not available
 Guide the customer about the product availability
 Be loyal and sincere to your customer
 Never sale a wrong product to customer
 Keep yourself always updated about the product knowledge so you can be of
better service to customers.
4.5 Suggestive selling
 Make strong relationship with customer, and Suggest other products to customer
 Ensure that the customer sees the variety available on the Outlet
 Ensure that the suggested product relate to the customer earlier buying
 Ensure that the suggested product is not high priced in comparison of the
product already bought
 Ensure that not too many products are suggested
4.6 Personal Hygiene
All Outlets sales staff shall be responsible for ensuring that the cleanliness and personal
hygiene standards have been met before coming to the Outlets.
4.6.1 Why personal hygiene is important?
 To keep yourself fresh and energized

 To avoid bacteria growth in the Outlet
_______________________________________________________________________
27
 Avoid spreading of infectious disease

 To keep working area clean and free of germs
4.6.2 Personal hygiene protects
 You
 Your customers
 Your co-workers
 It is required by the law
 Essential for the good business
4.6.3 Cost of poor hygiene
 Customer complaints
 Loss of customers
 Serious illness
 Heavy fines and punishments
 Loss of brand reputation
4.6.4 Fresh uniform
A properly dressed up person communicate his / her personality; so all sales staff
should ensure the following before coming to the Outlets.
 Uniform properly washed / without stains
_______________________________________________________________________
28
 Uniform properly ironed

 Uniform should not have unpleasant smell
 Wear clean socks
 Uniform should not be torn from any place
4.6.5 Face
A fresh appearance of an individual makes an impression on the mind of the customer

to following must be ensured
 Properly washed face

 Properly shaved
 If you have beard and moustache, it must be properly trimmed
4.6.6 Haircut
 Neat and clean haircut

 No hats or caps shall be allowed during the duty
 Long hair not allowed
 Hair to be kept away from face, neatly styled
4.6.7 Body odor
To ensure a pleasant interaction with the customer, it is of utmost importance that the
following must be ensured.
_______________________________________________________________________
29
 Must take bath everyday

 Use perfume or body spray at-least twice during shift hours
4.6.8 Shoes
While observing proper dress code, if an individual’s shoes are not properly cleaned, it
also gives an unpleasant feeling to the customer.
 Must wear proper closed shoes

 Must be properly polished
 Must be free from all dirt
 Must not be torn from any place
 No Sandals / Chappals / Joggers
4.6.9 Nails
 Nails must be properly trimmed

 Must be free from all dirt
 Must not be torn / worn out
4.6.10 Teeth cleaning
 Teeth must be properly brushed everyday

 Avoid smoking during the duty timings as it creates a bad smell. If you smoke use
a mint or brush your teeth afterwards and spray deodorant immediately.
 No “Paan” eating allowed during work hours
_______________________________________________________________________
30
4.6.11 Wash hands
 After using toilet

 After eating and smoking
 After taking out the rubbish
 After cleaning
4.6.12 Cuts & Bruises
 Visible injuries can upset the customer. Get permission from your Branch Leader
before appearing in front of a customer with an injury.
 Cuts and bruises must be covered properly
 In case of an infectious disease, you are not allowed to work. You must inform
your Branch Leader.
4.6.13 Accessories
The following accessories are prohibited during the duty hours.

 Necklaces
 Excessive rings
 Hanging / Large Earrings
 Chains (for men)
 Wrist bands (for men)
4.7 Qualities of a good sales person
_______________________________________________________________________
31
 Self confident
 Strong product knowledge
 Polite
 Loyal and honest
 Well dressed
 Clever and active
 Able to sustain pressure
 Able to listen and understand customer need
 Helpful
 An ability to handle all types of customer and situation
 Able to work under pressure
4.8 Reasons of lost sales
For any organization, if a customer goes out unhappy or angry is a reason for lost sales.
An unhappy customer can damage goodwill of a company by sharing his experiences
with other potential customers.
Some of the reasons are as follows:
 Poor communication
 Unhelpful Outlet Staff
 Bad behavior of Outlet Staff
 Lack of knowledge of own product and competitive product
_______________________________________________________________________
32
 Inappropriately addressed
 Lack of attention
 Making wrong claims and guarantees
 Lack of manners
 Inability to understand customer needs
 Poor eye contact
 Pushing the customer too hard for sales
 Poor complaint handling
 Inability to sustain pressure
4.9 Communication skills
A strong communication is a key success factor for a sales person. There are various
ways of for communication such as spoken words, written words, pictures or movies
and body language. Some of the important factor as follows:
 Listen carefully
 Understand what customer needs
 Let the customer complete
 Don’t interrupt the customer while he is talking
 Ask the customer politely in case of any ambiguity
 Pay attention to customer when he is talking
 Body language must be positive
 Use positive words only
_______________________________________________________________________
33
4.10 Excellent customer service
An excellent customer service is defined as smoothing which is not provided but felt by
the customer himself. The customer feels that he has been given due importance, he has
been dealt very well, did not have to wait and his requirement is fulfilled. This benefits
the company in the following ways.
 Able to make customers and retain them

 Able to make customer loyal to your company
 Able to increase sales
 Able to market your products as well as company image more effectively
4.11 Advanced selling skills
The following steps can ensure the sales staff acquiring even better selling skills than the
normal one.
 Increasing conversion rate
 Appreciating the product purchase by the customer
 Suggestive selling
 Taking care of customers like and dislikes
 Strong planning of stock and displays
 Improved customer service
 Increasing in average sales
_______________________________________________________________________
34
 Informing the customers about sales promotions

 Grievance handling
4.12 Inventory management
A proper inventory management is a key success factor in our business. A Branch Leader
must be able to do the following:
 Keeping balance between supply and demand
 Avoid stock outs
 Understand the importance of FIFO (First in First Out)
 Understand lead time
 Understand the impact of holding stock
4.13 Merchandising & display
Successful retailers know the importance of merchandising and display as it helps in

making an impression of the product as well as increase sales. Merchandising is defined
as “product promotion through proper packing and display planning”. A proper display
grabs attention of a customer towards the product and plays a pivotal role in his
decision making. Therefore, the following is important.
 Sales staff must have the knowledge of display

 Sales staff must be trained on company’s defined visual merchandizing and
continue that in their respective outlet.
 Height of the display must be at eye level
 Display must be attractive and eye catching
4.14 Touch points
_______________________________________________________________________
35
1. Greet the customer

 As a rule, the customer must be acknowledged within 30 seconds of his/her
entrance in the Outlet.
 Greet the customer by saying “Assalam-0-Alaikum Sir/Madam, Welcome to
MENDEEZ.
2. Ask for order / customer needs
 Ask for order by saying
 “Humaray paas Season’s new arrivals aey hain aap dekhna pasand karein gay?
 “Sir/Madam, Kiya aap ko kisi khaas moqa kay liay purchase karna chahtay hain”
3. Suggestive selling
 Do suggestive selling by saying “sir/Madam,aap ny bohat aala kapray pasand kiay
hein, agar munasib samjhen to mai aap ko or varaiety dikhana chaho gaa”
 Say “Sir/Madam, MENDEEZ say shopping karny ka shukriya, we would like to see
you again.
_______________________________________________________________________
36
Chapter # 5
5. GENERAL ADMINISTRATION
5.1 Outlet environment
A clean Outlet is a reflection of the high standards and values than an organization has
and is reflected in all faces of the operations of a company. Therefore, its employees are
an integral part to ensure that our every Outlet provides a clean and pleasant experience
to all our customers.
We need to live this through the actions that we take to make our Outlets impeccably
clean and provide our customers the best Shopping environment.
5.2 Drug-free environment
The company maintains a policy of having an environment that is free from all kind of
drug influences of control substances.
_______________________________________________________________________
37
5.3 Eating and smoking
 Smoking is prohibited at any location within the Outlet such as cash counters,
stock rooms, selling areas, Washrooms, etc.
 Eating is only allowed in the designated areas, only in the break time.
 If a customer walk in with a lit of cigarette or lights up in the premises, they must
be politely requested to adhere to company policy.
 “No Smoking” signs must be visibly hanged at all the Outlet locations mentioned
above.
5.4 Conflict resolution

The company maintains a policy to encourage its employees to have a productive
relationship with each other and must not be into any conflict.
5.5 Solicitation
The company maintains a policy that no one is allowed to distribute any literature or
solicitation of any religious or political nature to either fellow employees or customers
within the working hours or on the Outlet premises.
5.6 Attendance
The attendance of a regular Outlet sales staff shall be made at the respective Outlets by
the Branch Leader or individual responsible in the absence of the Branch Leader.
_______________________________________________________________________
38
5.7 Leave Record
It must be ensured at all the Outlets that the proper leave record is maintained for each
individual working at the Outlet and Leave Forms are regularly forwarded to Head office
for record purpose.
5.8 Staff Uniform
Requisition:
o In 1st week of January & August (twice every year) Head Retail Operations share
the requisition of uniforms with Admin Department on “Uniform Requisition
Form” for the number of approximate uniforms required in upcoming 6 months
along with sizes details while keeping in view company’s next 6 months’ plans for
opening of new shops in addition to existing requirements.
o Administration Department will take approval from CEO on estimated budget
against uniform requisition and process the requisition through external vendors
or company’s production unit.
o The estimated time for the completion of this process will be 15 working days.
Issuance:
o In case of new joinings at retail outlets, once the trial period of an employee at
outlet is successful completed, Head Retail Operation sends an email to HR
Department regarding their consent that they want to hire this candidate as
permanent employee.
o Upon receiving the email intimation from retail head, HR Department proceeds
for formal joining process of candidate and also generates an e-mail to
administration department intimating about the employee’s joining date so that
administration department can provide uniform on the date of joining.
o The uniforms will be issued after three (3) trial days of new joiners at outlets so
that cost of uniform can be recovered if in case new joiner leaves without
intimation.
o Employee who will be provided uniform will acknowledge it on “Uniform
Issuance Form”.
o Uniform will not be issued without the consent of Retail Head.
Uniform Re-Issuance SOP:
o It is the responsibility of an employee to keep the uniform properly ironed and

clean all the times in working hours.
o In case the employee lost the uniform or don’t keep it in presentable way within
six (6) months, s/he will be provided new uniform and the cost will be deducted
from his/her salary.
_______________________________________________________________________
39
o If employee leave job without proper handing taking over of uniform, then the
cost will be recovered from final settlement.
o The employee can request for new uniform after successful completion of six (6)
months with MENDEEZ if the Branch Leader & Retail Head has assessed the
condition of uniform and it needs replacement.
o In case of termination/resignation within six (6) months of provision of uniform,
the employee is bound to return back uniform in Administration Department
otherwise the cost will be deducted from final settlement.
o Employee having completed one year on same uniform and wants to resign with
proper handing taking over s/he is not bound to return back uniform.
_______________________________________________________________________
40
Chapter # 6
6. OUTLET AUDITS
Outlet Audits are conducted on Quarterly Basis by HR Department in order to ensure the
proper system execution according to the standards set by management.
Outlet Rating: Outlet’s Cleanliness, Staff appearance, Furniture & Fixtures, Electronic
Equipments & etc are checked & rated on a 1 – 3 Scale. (See the Outlet Audit Check List).
Monthly Audit Report Shall be prepared & Signed by the Head HR and submitted to Head
Retail Operations for corrective actions.
Outlet Audit Results:
Outlet Audit Results are calculated as Follows;
Score Results
22 – 45 Poor
46 – 60 Average
60 – 78 Good
_______________________________________________________________________
41
Actions:
 Poor Performing Outlet will be issued a Warning and the staff will be trained on
highlighted areas of improvement.
 Average Performing Outlet will be as “On the go” with a need for further
improvement and the staff will be trained on highlighted areas of improvement.
 Good Performing Outlet will be standing for a reward. But reward will only be
given in the case when Mystery Shopping evaluation is also “Good”. (see chapter
– 7)
_______________________________________________________________________
42
Chapter # 7
7. MYSTERY SHOPPING
Outlets are Mystery shopped by the people assigned by HR Department. Mystery

Shopping is conducted in order to inform the outlet staff about real customer feedback
related to the performance of their outlet.
Mystery Customers are common people chosen / appointed by company. They are
neither critiques nor analysts.
Mystery Shopping is conducted once in a quarter for all outlets. It means this evaluation
is performed 4 times in a year.
Mystery Shopping results are marked on the mystery shopping form for each outlet and
then they are calculated.
Mystery Shopping Results:
Mystery Shopping Results are calculated as Follows;
Score Results
Below 40 Poor
41 – 70 Average
71 – 100 Good
_______________________________________________________________________
43
Actions:
 Poor Performing Outlet will be issued a Warning and the staff will be trained on
highlighted areas of improvement.
 Average Performing Outlet will be as “On the go” with a need for further
betterment and the staff will be trained on highlighted areas of improvement.
 Good Performing Outlet will be standing for a reward. But reward will only be
given in the case when Outlet Audit is also “Good”. (see chapter – 6)
STAR OUTLET
The Outlet that has performed on Good Ranking in both; Outlet Audits and Mystery
Shopping, will be declared as a STAR Outlet. Each employee of the Star Outlet will be
issued a reward as defined by management. These rewards will be issued on Quarterly
basis.
_______________________________________________________________________
44

MENDEEZ Retail Operations Manual Summary

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

MENDEEZ Retail Operations Manual Summary

Uploaded by

Copyright:

Available Formats

RETAIL

The management is a well-educated and enlightened team that understands the

1.1.1. Mission [The Purpose of Existence]

“To create an environment of impulsive buying for trendy young males”.

1.1.2. Vision [The Dream for 2023]

1.1.3. Values [The Preferences]

 Honesty & Integrity

1.2 Introduction to Manual

This Document establishes minimum operating standards and procedures to be used by

The following are members of the team:

 Head Retail Operations

1.3. Reporting Structure of Retail Department

2. STANDARD OUTLET OPERATING PROCEDURE

2.1 Outlet Timings

2.2 Outlet Opening

2.3 Outlet Locks

2.4 Outlet Lights

2.5 Temperature Guideline

2.6 Counters locks

 The counters locks must be ensured whether tempered or not.

 Computers/ machinery must be switched on at outlet opening.

2.8 Safe check

 The cash safe must be ensured whether tempered or not.

2.9 Cash deposit

 As soon as the cash reaches 500,000 mark by 4:00pm, it should be deposited in

2.12Daily Sales & Expanses tally

2.13Cash locked in safe

 The cash must be locked in the safe of the Outlet.

 Cash counter must be locked.

3.1 Exterior (Daily)

3.1.3 Floor tiles

3.1.4 Floor Mat

3.1.6 Windows & Glasses

3.1.7 Outlet Pillar / Window Side Panaflex / Window Glass Panes

3.2 Exterior (Fortnightly)

3.3 Selling & Try Area (daily)

3.3.2 Display Racks

3.4 Selling Area (fortnightly)

3.4.1 Air conditioners

 Must be dusted once every alternate week.

 Ceiling must be cleaned fortnightly.

 Walls must be cleaned fortnightly.

 Fans must be cleaned fortnightly to ensure proper maintenance and outlook.

3.5 Stock Room

3.5.1 Stock Room Arrangements

3.5.2 Garment / Fabric Racks Monitoring

3.5.3 Monthly Cleaning

3.6 Washroom (Daily)

 Washroom must be clean at all times and door must be closed.

3.6.2 Wash Basin / Sink

 Must be clean at all times and in proper working condition

3.6.3 Water availability

 Water availability must be ensured in the Washroom at all times.

3.7 Lighting (Daily)

 Must be brightly lit

 Outlet must be brightly lit up.

 Water in ups batteries must be checked / refilled every fortnight

 Regular maintenance must be done

3.7.6 Replacement of broken / Fused lights

3.8 Materials for Cleaning

3.8.1 MOP & Bucket

3.8.3 Window squeegee