Welcome Guide - Inditex

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Inditex · Your store · Product · Procedures · For your own interest · Glossary
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. Welcome . Personality . History . Business Model . Our brands . Social Responsability
I would like to take this opportunity to extend you a warm than one hundred thousand people that make up the Group and
welcome to the Inditex Group. You have just joined a group now your effort as well.
with a presence on five continents that has challenged itself to
keep growing, keep innovating and be ever more efficient. In You will discover values that are essential to us - team work,
this regard, I’m sure that every day will be a challenge for you; humility, diversity, hard work, commitment and solidarity.
every project, a new adventure; and every target a new way of
learning and improving. Every individual is important and everyone’s opinion and role
is essential to be able to reach our customers and satisfy their
We want you to be able to face all that with the utmost enthusiasm for fashion. This collective energy provides us with
enthusiasm, knowing that your creativity, passion for your job great strength to achieve everything we aim for.
and appetite for enjoying what you do is what inspires our
company. We have complete trust in and expect the best from you.
At Inditex you’ll find yourself immersed in a demanding Pablo Isla

environment with a drive to do jobs well. You’ll also have the Chairman
possibility of presenting initiatives to meet your team’s targets.
Success is only possible if we combine the efforts of the more
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Personality
At Inditex we like what we do.
We are big, but we remain as fast and flexible as

when we were small.
We are eager to learn and believe that we can keep

growing everyday.
We base all our decisions on common sense.
We try to find simple solutions, and practical

options are always our first choice.
We like to be surrounded by positive energy and

optimism to face every challenge with the same
enthusiasm.
We are committed: all the Group’s employees

should be familiar with the contents of the Inditex
Code of Conduct and Responsible Practices which
lays down the standards of behaviour the company
expects us to comply with.
We have an Ethics Committee and a Complaints

Channel that is responsible for ensuring compliance
with these regulations.
We encourage open communication and listen to all

opinions.
We are part of the project and trust that we can

help improve it.
And it starts with you.
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1963 1975 1985 1988

First international opening:
Amancio Ortega, The opening of the Inditex is Zara Porto, followed a year later by stores
started out in busi- first Zara store in founded as the in New York. And one year later,
ness as a clothing La Coruña (Spain). headof the we open in Paris!
manufacturer. corporate group.
This international expansion continued
throughout the 1990s, with new stores
opening around the world.
1991 1998 1999 2000
Pull&Bear is Bershka is We acquire

Zara’s 1.000th store
launched. Inditex launched. Stradivarius,
opens on Oxford Street
embarks on the the Group’s fifth
(London). We are now
acquisition of chain.
present in 32 countries!
Massimo Dutti.
2001 2003 2004 2007
We go public. New chain: We open our store Zara Home

Launch of Oysho. Zara Home. number 2.000 in Hong launches its
Kong. We are present online store.
on four continents
and in more than 50
countries.
2008 2010 2011 2017
Launch of We reach the 5.000 Online launch Inditex has more

Uterqüe, our store mark with the of all the than 7000 stores
eighth chain. opening of an Group’s chains. on all five
eco-efficient store in the continents.
heart of Rome.
Launch of Zara.com
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· Business Model
Store Product &

- production
A meeting point for
customers and fashion.
-
The rapid market
response model.
Cliente
-
The driving force behind
the Group’s activity
Teams Logistics
- -
More than 150.000 Less than 48 hours
professionals with 140 from distribution
nationalities focused centre to store.
on our customers.
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Zara opened its first store in 1975 in A Coruña, Spain. Today it operates in Lefties is currently present in three
88 markets with a network of more than 2,000 stores, strategically located countries (Spain, Portugal and Russia)
in the world’s major cities. with a network of over 100 stores
offering unbeatable value for money
At Zara, design is closely linked with its customers. Specialised teams fashions targeting all segments and
receive constant feedback about customers’ buying decisions in each ages.
of the stores. This ongoing flow of information from the stores enables
Zara’s creative team, made up of more than 200 professionals, to meet There are three departments:
customers’ demands and constantly renew the range of products, thereby Woman (the most visible and
encouraging them to visit us even more often. representative), Man and Kids.
Each of the collections includes its
This business model enables us to offer a wide range of products that is corresponding footwear and accessory
constantly being renewed, keeping us up-to-date with all the latest fashion lines.
trends.
Lefties is constantly introducing new
Zara’s goal is to be permanently in tune with its customers, responding ways of offering customers the very
to their ideas, trends and tastes. The ultimate objective is to share a best fashion products.
responsible passion for fashion with a large group of people, cultures and
generations.
Zara’s customers choose the latest fashion trends featured in the

various collection lines: Woman, Man and Kids. The customer profile is
cosmopolitan, universal and urban.
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Pull&Bear was founded in 1991 as a men’s fashion brand Massimo Dutti, with more than 670 stores in 65 markets,
targeting younger customers. Today it is a fashion essential creates elegant, universal designs for men, women and kids.
for those who love a casual, laid-back style. The brand reflects It presents a wide selection of lines, ranging from the more
the latest international urban trends and club fashions, urban and sophisticated to the more sporty casual look, but
reinterpreting them in its own unique style and transforming always characterized by their impeccable elegance.
them into easy-to-wear clothing which offers great value for
money. The Massimo Dutti stores, located in the finest shopping areas,
are spaces designed with customers’ comfort and convenience
1998 saw the launch of its first collection for women. Today in mind.
it does more than just sell clothes. The brand concept is
enjoying an increasingly consolidated position and features The customer profile is an urban- ite in search of quality not
additional product ranges such as fragrances, footwear, only in the products and details but also in the standard of
fashion jewellery, sunglasses, music headphones, etc. service they receive. For that reason, the fashion advisors’ top
priority is to make their customers feel special.
Pull&Bear also designs spaces that echo the style of the
products it sells. It offers welcoming spaces with a unique Massimo Dutti offers clothing for men who appreciate elegant,
design in which new furniture mixes with recycled objects, streamlined styles. There are three basic areas: suits, city and
recreating the kind of spaces its younger customers like to casual wear. The suit collection includes a more exclusive line
inhabit. The new store concept, inspired by the city of Palm – personal tailoring – which enables customers to personalise
Springs, offers a friendly and contemporary atmosphere the garments to suit their tastes, featuring the finest materials.
showcasing constantly changing products. The Woman range offers solutions for every moment of the
day – from sheer elegance to casual chic.
Pull&Bear has more than 860 stores on the busiest shopping
streets and in the largest shopping centres in 64 markets. The brand also offers casual fashions to create special looks
for kids between the ages of 3 and 13.
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Bershka was created in 1998 in response to a young segment of the market

with an interest in bolder, more daring fashions and looks. Today the chain
has more than 910 stores in over 64 countries.
Bershka’s large spacious stores feature a trendy design. They are conceived as
a space to showcase fashion, music and street art. Music, screens, projections,
contemporary furniture and state-of-the-art lighting all make shopping at
Bershka an exciting experience.
The stores have differentiated spaces dedicated to Bershka’s various product

lines. In each department - Bershka, BSK & Man – the products are displayed
in accordance with their style, creating a varied offer ranging from informal
and sports fashions to basic items and the latest trends.
The Woman’s department is the largest and includes two product lines:
Bershka and BSK. The former focuses on the latest fashions and trends
(denim, evening wear, informal styles and the hottest trends) while BSK targets
a younger segment and bases its collection on their tastes and interests.
The Man department offers a wide variety of jeans and denim items for
younger men as well as informal, sports and fashion items.
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Part of the group since 1999, the history of this brand started Founded in 2001 with the goal of bringing Zara’s revolutionary
off with a treble clef that is recognised as the brand’s logo concept to the lingerie and underwear sector, the brand now
around the world today. has more than 540 stores in 40 markets.
Stradivarius reflects a young approach to fashion, offering In addition to its lingerie and underwear lines, Oysho has
its customers the latest trends in clothing and accessories. It created new product families to add to its brand concept:
makes the dreams of those girls looking for young and exciting sportswear, home wear, swimwear, accessories and footwear.
fashions come true but with an added touch of sophistication. The Oysho woman appreciates quality and attention to detail.
The large stores, with their young and modern designs, offer She is feminine, independent, self-confident and loves wearing
myriad possibilities. There are more than 860 stores in over 55 the latest styles.
markets that bring colour, music and the latest sounds together
in spacious settings. In line with the Group’s other chains, Oysho stores are always
located on the best shopping streets and in the busiest
Stradivarius’ customers are young, feminine and urban, women shopping centres. The store interiors are designed to showcase
who will always find a vast range of clothing, footwear and the collections to perfection. From the layout to the choice of
accessories. furniture, lighting or music, everything is meticulously chosen
to make sure that the customers feel totally at ease.
The products are divided into the following categories: fantasy
- garments that reflect the latest trends - and basics – fashion
items that are not so defined by the latest trends and which are
normally available in a wider range of colours. The categories
are also divided into families: tricot, trousers, skirts, dresses,
tops, shirts, accessories, jackets and footwear.
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Founded in 2003, Zara Home has over 400 stores in 45 This brand was founded in 2008 with the clear objective of
countries. Thanks to the constant renewal of the products on bringing accessories back into the female wardrobe. Uterqüe
sale, this chain offers the very latest trends in fashions for the is a Latin word that means ‘one thing and the other’ – ‘both’ -
home. which sums pretty well up the philosophy that accessories are
the perfect finishing touch to any look. Uterqüe has built up a
Zara Home specialises in items to dress and decorate the consolidated position in the market with more than 100 stores
home. Its range of textiles – bed linen, tableware and bathroom in 19 countries.
items – makes up 70% of the range, which also includes cutlery,
crockery, glassware and decorative items. The chain’s key strategy is rooted in a commitment to ongoing
product renewal combined with exclusivity. It contains a strong
The stores are divided into two departments: Home and fashion element combined with exclusive garments that have
Kids. Each department has several sub-sections: textiles and clear-cut silhouettes, focusing attention on the accessories.
non-textiles (tableware, objects and cosmetics) with ‘image’, Uterqüe stores boast a uniquely special atmosphere. They
‘fashion’ and ‘basic’ items, as well as various product lines to feature fabulous furniture in warm tones that form an attractive
decorate beds, tables, bath- rooms and living rooms. contrast to the lighting that brings out the full beauty of the
products.
Customer service is another of the chain’s fundamental

principles: customers receive personalised attention and
advice from the friendly and helpful sales team. The shopping
experience becomes more than just a routine. It is, indeed, a
moment to be enjoyed in a warm and welcoming environment.
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BRANDS ONLINE
All the chains now have their own websites. Zara Home was the first to launch
its website back in 2007, with Zara launching its own site in 2010. They were
followed the next year by the remaining chains.
Ecommerce has become an essential part of the Inditex Group’s strategy,

not merely as a sales platform, but also as an effective communication tool
using lookbooks, campaigns and other sections. Each chain has its own team
of professionals responsible for managing the websites. The team is divided
into various areas – sales, customer service, sets (stylists, photographers,
retouchers), logistics, transport, marketing, systems and finance.
You will find collection items on all the chains’ websites.

Our multichannel strategy enables customers to collect their online
orders from our stores, thus increasing traffic to the physical points of sale.
Alternatively, orders can be delivered directly to their homes.
The chains are currently continuing to expand their online sales to a

growing numbers of markets.
In addition to their websites, the chains are also present online through the
various social networks including Facebook, Twitter and Instagram where
they provide a showcase for the chains’ campaigns as well as constant
updates that include our latest fashion news as well as details of store
openings around the world, special collaborations and the events we
contribute to.

· Social Responsability
out responsibly and ethically; people are to be

treated fairly and honourably; the group is to be
environmentally friendly, favouring conservation,
biodiver- sity and the sustainable management
of natural resources. All Inditex employees must
comply with the Conduct and Responsible
Practices Code. It can be accessed on or
downloaded from the corporate intranet. There is
also a REPORTING CHANNEL where you can log
any non-compliances with the Conduct Code.
Code of Conduct for

Manufacturers and Suppliers
Inditex’s Code for Conduct for Manufacturers
and Suppliers defines the minimum standards of
ethical and responsible behaviour which must be
met by the manufacturers and suppliers of the
One of the Inditex Group’s
goals has been to develop
Conduct & Responsible products commercialized by the Group. These
must be in line with its corporate values and
a responsible business Practices Code firmly based on the respect for human rights and
activity from the very
The Conduct and Responsible workers’ conditions.
beginning.
Practices code, “100% Responsible”,
is the standard we have established. The whole Group ensures that this Code is
We strive to integrate social
It reflects the values of Inditex and enforced under the coordination of the CSR
and environmental issues
embodies our social, professional Department. To this effect, Inditex has CSR offices
into our business, with our
and ethical commitment to develop in China, Bangladesh, India, Turkey, Portugal,
employees and our dealings
our business activities anywhere in Morocco, Brazil and Spain.
with others.
the world as a basic element of our
business culture. The code defines In these offices, professional teams work to
The Board of Directors
the values and principles which must assure customers that Inditex goods have
consolidated this
govern relationships inside the Group been produced with the utmost respect for
commitment when they
and with its main groups of interest: ‘Fundamental Labour Standards’ and adhere to
passed the first Inditex
employees, clients, shareholders, the strictest requirements which are, from time to
Conduct Code in February
business partners, suppliers and time, added to such regulations.
2001.
those companies where the Group’s
business model is being developed. More information on the Manufacturer and
At present, the Conduct
Supplier Code is available on the intranet.
and Responsible Practices
The Conduct and Responsible
Code, adopted in July 2012
Practices Code is based on a series of More information on the Manufacturer and Supplier
“100% Responsible” is in
general principles, such as: all Inditex Code is available on the intranet.
force.
Group operations are to be carried

· Social Responsability
The Ethics Commitee

The Ethics Committee guarantees compliance with the Conduct and Responsible Practices
Code and the Manufacturer and Supplier Conduct Code. Its members are: the General
Manager, the Standards Compliance Manager, the Internal Auditing Manager, the Corporate
Social Responsibility Manager and the Human Resources Manager.
The Ethics Committee falls under the supervision of the Board of Directors through The Auditing
and Control Committee. Two of its basic roles are supervising compliance and internal awareness
of the code among all of the Group’s employees and the supervision and procedural compliance
of the Reporting Channel.
The Ethics Committee can act on its own initiative, through any Inditex employee, manufacturer,
supplier or any third party with which they have a direct relationship or a business or professional
interest or by making a confidential report in good-faith.
The Social Council

The Social Council is the advisory body on Corporate Social Responsibility
issues. It is made up of external individuals or institutions independent from
the Group. The Council’s duties consist of formalizing and standardizing a
dialogue with those representatives determined to be key within the societies
where Inditex develops its business model.

Environment
The sustainable development of Inditex’s business
model is based on two principles:
Fashion design and

manufacturing in a socially and
environmentally responsible
context.
The store and its entire value

chain must be eco-efficient and
environmentally friendly.
We had been discussing for years how to reconcile

Inditex’s growth with environmental protection, but
it was only in 2007 that we put forward a strategy to
include sustainable development as an additional
variable in all our business lines.
This was how our Strategic Environmental Plan was

born, with actions being carried out between 2007 and
2010.

With the new ‘INDITEX SUSTAINABLE 2011-2020’

Plan, the following commitments remain firmly in
place:
1. To guarantee a steady and stable supply of product

raw materials based on a culture of sustainability in the
design departments and an increase in the production
of more sustainable garments.
2. To develop an Environmental Management System

for the Supply Chain, aimed at improving textile
production processes, establishing good practices
All these actions achieved
regarding energy and water use and limiting the use of
chemical compounds and their later discharge. a 10% reduction in our
CO2 emissions by 2015
3. To introduce more sustainable logistics systems, with regard to the 2005
optimising routes, incorporating state-of-the-art eco- figure. We predict a rising
efficient vehicles, actively promoting the reduction of
packaging and training drivers to reduce fossil fuel
to 20% by 2020.
consumption.
In order to meet this
4. To develop a Global Water Management Strategy, objective, we need the
intended to guarantee more efficient water use cooperation of everyone
throughout our value chain while protecting river and in the Group which is why
marine ecosystems. we work actively to raise
awareness and train our
5. To reduce the global ecological footprint at each employees.
stage: from product design and production to its
arrival in the stores.
6. To reduce associated greenhouse gas emissions

(GHG).
7. To build sustainable and environmentally-friendly

stores featuring cutting-edge energy saving and
management technology.

. Store areas . Store teams . Devices
“Our stores form the core of our

company; they are our sales space,
our brand image and a direct form of
contact with customers and fashion.”
Below you will find details of the major areas we work in:
. Showcase
This is the window on our world. The displays are set

up by the window dressers and are regularly updated
throughout each campaign.
Each chain has its own team of window dressers. The

windows also reflect the latest trends and fashions and
are adapted to each store and market.

Sales Area is the area of the store given over to sales.

It can be divided into three sections:
. Entrance
This is a crucial area, as it is where we welcome the
customers. Some stores don’t have windows, so it is the
entrance that draws customers in.
. Fitting Rooms
This is the part of the store with the greatest potential for securing
a sale. Ask customers whether they like what they have tried on or
whether you can help by fetching another garment or size, etc. Keep
an eye on all the items entering and leaving the fitting rooms and
make sure they are clean and tidy, ready for the next customer.
In this area:
· You hand out and collect the control tags.
· You serve and help the customers.
· You take note of any alterations.
. Till
This is where the customers pay for, exchange and
return items and also where the sales reports are
generated. The till area is also where reserved items and
alterations are noted down. Other operations include
the confirmation of delivery notes and any discrepancies
with these or other operations are noted that have to be
reported to the Central Offices.
Only cash desk staff and store managers may access the
till area, or sales assistants if help is needed in dealing
with long queues.

“In the stockroom all ítems

are properly referenced by:
Family-model-quality-color-size.“
. Lockers
These are normally individual. Remember
the lockers must be always locked,
regardless of whether you are in the store
or not. Try not to leave items outside your
locker, especially bottles, cans or food.
. Stockroom
Items are delivered twice a week. When
the deliveries arrive, the new stock must be
separated from the replenishment items,
the packaging removed and the store
replenished.
The team will check and discuss the

delivery of new items in order to familiarise
themselves with the new items and therefore
offer the best possible service to customers.
In the stockroom, all the items must be duly
referenced by family- model-material-colour-
size. It is everyone’s responsibility to make
sure that the stockroom is kept clean and
tidy at all times in order to make it easy to
locate sizes, replenish products, place orders
and sell.
In some chains the stockroom is organised

as follows:
· Hung items: pressed items on hangers
· Packaged: folded and bagged items:

footwear and accessories

· Store Teams
The store teams are made up of various members. The most common roles are described below:
· Manager
The person with maximum responsibility
for the store. He/she is responsible
for managing all aspects of the store
(products, sales, customer service).
He/she manages and leads the rest of
the team, overseeing all processes and
procedures, as well as managing the
products and the store sales.
· Department head
His/her main function is to run the
corresponding department, and is in
charge of both the employees and
products, reporting to the manager.
He/she also takes over as duty manager · Visual Merchandisers
when the manager is not in the store. They are responsible for the store image,
following the criteria established by the
· Deputy manager Central Offices designed to highlight
each collection and make it commercially
This is another position of responsibility, attractive. In this sense, they distribute
together with the manager and the collections around the store and
department heads. His/her role is set up the unit displays and dress the
to assist in the management of the mannequins, etc. in order to make the
store and step in for the manager or products look more attractive and boost
department heads when necessary. sales.
· Sales assistants · Cashiers

The customers’ principal point of Heir mission is to manage, oversee and
contact. They advise and suggest the supervise all the till processes. Taking
products that best meet customers’ money, exchanges, returns, documents.
needs, and are also responsible for This job involves a great deal of
transmitting the brands’ concept and responsibility, as the cashiers are in
image. They oversee the area, display charge of the money that comes in and
products in the store, take note of out of the store.
alterations and help customers in the
fitting rooms.

There are also several departments whose task

is to provide support for the stores in order to
guarantee they satisfy our customers’ needs:
· Store Management · Security

This department coordinates the in-store And wastage prevention responsible for the
tasks. They set the sales priorities and assist store staff’s security and also for preventing
in their implementation. They take part in and dealing with any wastage.
training the store teams and helping them to
develop. They hold maximum responsibility This department also implements
for store sales for a specific geographic area. improvements and training in stock
control, security elements, theft, cash desk
· Area Human Resources controls, security guards, theoretical stock
management, wastage control, access of
They support the store team management, third parties, transport of cash and relations
coordinating the staff selection, training and with the police and security forces.
development processes. This department
provides services for the stores in all
matters relating to the staff (selection and
development, labour issues, promotions,
appraisals, determining the number of staff
in a store team, etc.) and pays regular visits
to the stores in its area.
· Area visual merchandiser

Responsible for determining the guidelines
for displaying the products in the stores and
windows, based on a two-fold objective:
sales and aesthetics.
· General services
This department is in charge of sending
all the necessary materials to the stores,
including the bags. It is also responsible for
resolving any problems with equipment and
necessary repairs.

In the case of Zara, the store team structure is different.
· Manager & Assistant Manager in stock and product management as well as

replenishment.
Responsible for the overall management of the
store, people, processes and products. As with the other chains, Zara also has area teams
that supervise the work that goes on in the stores:
· Department Head
In charge of sales in a department. He/she is · Section management
responsible for product management and for Responsible for a specific geographic area,
ensuring that all the sales processes are carried overseeing the store teams in terms of the company
out correctly in that section. processes and targets.
· Department sales · Section sales

Responsible for product management, based on Organised by departments: WOMAN, MAN and
the various sales reports and contact with the KIDS. They coordinated the work of the sales staff
central office and area sales teams. He/she is also in each store.
responsible for the in-store visual merchandising,
in line with established criteria and based on the · Area HR
guidelines provided.
They support the stores in their area, advising on
· Sales assistants labour legislation, accident prevention and staff
administration and management.
They oversee their area, replenish, take note of
alterations and help in the fitting rooms. They are
the customers’ principal point of contact. They
advise and suggest the products that best meet
customers’ needs, and are also responsible for
transmitting the brands’ concept and image.
· Operations management
Responsible for all processes in the stock room
and the operations team. He /she is a specialist

“The stores have various devices that enable us to work more efficiently,
manage the products, keep in touch with the Central Offices, boost sales
and offer customers our products and collections.”
Click
to find out what they are
and how are they going to help you!
Tgt
Rfid
Ipod
Pda

“This is the communications terminal used

to run the store as well as send and receive
information”
TGT
Store Management Terminal
· The various applications are used to It is configured for each

manage the store. department in the store, and
includes the following applications
· It operates in real time using the about Human Resources,
information received/sent by the systems. Communication and documentation,
Operations and distribution
· Detailed information is available for each and Sales.
department in the store.
· The SMT enables the store staff to spend

more time on customer service.
· It optimises the administrative tasks in the

store.
· The store has more information centralised

in a single device.

PDA (Personal Digital Assistant)
This electronic device has numerous store

administration applications, including the
following:
· Movements between stores.

· Warehouse returns.
· Returns of faulty goods.
· Window display movements.
· Uniform issues.
· Confirmation of movements between stores.
· Goods deliveries.
· Confirmation of online orders.
Ipod
This device enables us to check stocks of an item

not just in our stores but also in nearby stores and
“The use of this online (website stock).
device is currently
being expanded We can also manage the products currently and
throughout our recently on display and offer customers the chance
chains. ” to buy directly online from the store.
The use of this device is currently being expanded

throughout our chains.

“The system allows for the identification of

each individual garment via radio frequency
waves emitted by a chip inside each alarm. ”
Rfid
(Radio Frequency Identification)
This project is currently under implementation. It is

currently available in more than 700 Zara stores.
The numerous benefits of this system include:
· Improved customer service.
· Rapid and effective replenishment of store display stock.
· Greater speed and accuracy in goods deliveries.
· Enhanced security control.

. Introduction . Tags . Colors . Size Guide . Symbols Guide
Here at Inditex, the products are the core

element of our business activity. We are here
to offer our customers the very best products.
Our product philosophy is based on two key
concepts:
1. Offering the best possible products.
2. Ensuring that the stores are as familiar

with them as possible.
In this sense it is important to get to know the materials,

families, colors and sizes well, as well as understanding all
the product information included on the tags and labels.
Inditex produces collections of clothing, underwear, foot-

wear, accessories and household items. In all cases, we have
to differentiate between basics and collection items:
-------
_Basics are our wardrobe essentials; items that are pres-

ent each season and vary either very little or not at all, and
are available in a wide range of colours. They are also more
economical.
_Collection items, also known as ‘fantasy’ ‘fashion’ or

‘trend’ items, which are more in line with the current fashions
and are more specific in terms of their forms and colours.
The prices tend to be higher than those of the basic items.

Zara Tag
· Outside label · Inside label

Each tag has on the front the name or logo
It is divided into three parts:
of the brand and section the item belongs
to.
1.- Garment details: barcode,
model, quality, color and size.
The label design changes every season to
identify which season the item belongs to. 2.- Composition and country of
The other side specifies which collection it manufacture.
belongs to, as well as the family, color and
size. 3.- Care instructions (garment
care guide).
Reference:
5230: Model / 561: Quality / 800: Color
Size:
This provides information about the
garment size (equivalences, explanations).
Some chains include details of the other
sizes the item is available in, with the size
we are looking at marked in bold.
Price:
This indicates the recommended retail price
for the item in the country in question.

Zara Home Tag
Front Back
REMEMBER
If you spot a loose alarm in the store, hand it in
immediately to the manager or cashier!

· Colors
250-253 white
300-322 yellow
400-482 blue
500-570 green
600-689 red
700-791 brown
800-833 black & gray
900-999 various
600-650 purple

· Blazers and Suits · Accessories
· Women: 34-48 · Women: 80-85-90

· Men: 48-56 · Men: 85-100
· Shirts and Blouses · Trousers *
· Women: 32-46
· Men: 46-52
Size Code
xs 01
* Depending on the
Brand/section the
s 02
sizes can vary.
m 03
For example, Woman starts at size
l 04 34 and TRF only goes up to size 44.
xl 05
The size code is the number that

identifies the size.

· Bras (sets)
Step 1: Confirm the size by measuring
just below the breast.
Step 2: check the cup size as per the

measurement around breast.
SIZE CUP SIZE
Just below the breast Size B C

63-67 80 77-79 79-81
68-72 85 82-84 84-86
73-77 90 87-89 89-91
78-82 95 92-94 94-96
83-87 100 97-99 99-101
In the case of being inbetween two sizes we suggest opting for the
larger size.
· knickers and thongs
Thong (cm hipster)
knickers (cm hipster)
HIPSTER (cm hipster)
CULOTTE (cm hipster)

· Symbols Guide
They give us information about how to care for garments.
Below is a list of the most common:
· Dry cleaning
A Suitable for all types of solvents.
F Use mineral products only.
P Dry clean with prechloroethylene.
Garments that may not be washed and must be taken

to a professional cleaning.
· Ironing
Do not iron. 150 degrees.
110 degrees. 200 degrees.
· Bleach
CI Bleach as needed. Do not bleach.

· Washing
Dry clean only. Do not wash.
Hand wash. Maximum temperature: 40ºC.
95/203 F
Machine wash.
Do not exceed the specified temperature.
30/86 F
60/104 F Hand or machine wash.

Use a short spin cycle and always follow the
temperature instructions on the label.
40/104 F
· Drying
Hang the wet garment on a line or rail either inside

or outside. Do not wring or shake beforehand.
Dry the garment flat.
Tumble dry at a moderate heat.
Do not tumble dry.

. Introduction . Order / Delivery . Stockroom Organization . Visual Merchandising
. Monitor your section . Replenishment . Fitting Rooms . Till / Delivery Online
. Customer Services . Store Policy . Risk Prevention
First and foremost, sales assistants must be familiar

with the products they are selling. Taking the time to
learn about the products is an essential part of their
everyday work, as new items are constantly being
delivered to the stores, as we shall see later on.
A lack of product knowledge will make it hard to carry out the various
procedures properly: the orders will not be placed properly; the visual
merchandising will not be correct; and above all the service provided
to customers will be deficient.
Order
Delivery Delivery
Online Online
Stockroom
Till Organization
Fitting
Rooms Visual
Merchandising
Monitor
Replenishment your section

. Introduction . Order/Delivery . Stockroom Organization . Visual Merchandising
Order
This is the merchandise we order from the central
warehouse to have stock to sell in the store.
To place a good order it is very important to have

good product knowledge, know what the available
stock is, what the store needs and forecast sales.
Orders are placed twice a week via the PDA.
steps
1.-
We classify the merchandise according to sections,
Delivery categories and code number.
2.-
In every delivery, we receive the We put aside the merchandise we will display
merchandise that was ordered as well on the sales floor. Remember that alarms must
as new merchandise, along with the be fitted to all items for display on the store or
delivery note. placed on the wooden hangers. The rest of the
merchandise must be organized in the stockroom.
The deliveries arrive first thing in the morning We use plastic black hangers in the stockroom and
(both the new and replenishment items).
everything must be kept perfectly sized.
The PDA must be refreshed in order to
receive the delivery notes containing the 3.-
details of the boxes to be confirmed. It is very important to identify and know the
collections.
4.-
We scan the boxes in the shipment. This way we
can send information regarding what we have
received and any discrepancies we might have
from the original delivery note.

Stockroom Organization
In the stockroom you will find the merchandise to restock
the sales floor. That’s why it has to be perfectly organized for
easier replenishment and also to find product quickly when
a customer asks for a specific item or size.
Organizing shipment in the stockroom.
· Classify each section and each family.
· Remove plastic bags, hang the item and fit the alarm.
· Merchandise must be stocked according to model/quality/

colour/size.
· Hung merchandise must be on the rack.
· Folded merchandise is organized on the shelves. We have

signs identifying models and qualities. Merchandise should
be stocked from left to right, from top to bottom. Each
product must have its correct size.
· Shoes must be kept in the shoe boxes, also stocked by

section, model and quality.

Visual Merchandising
New merchandise should be displayed according to the visual
merchandising criteria. Visual merchandising is the process of displaying
the products attractively in order to boost sales.
The objectives of visual merchandising are as follows:
· To boost the image of each brand; the way the products are displayed
provides a means of differentiating between the chains.
· To boost the store image; stores featuring eye-catching displays are more
attractive than ‘messy’ stores in which the clothing is not well-presented.
· To enhance the attractiveness of the products.
· To encourage the purchase of basic items.
· To encourage the purchase of complete outfits: we offer customers total

looks or outfits, making it easy for them to mix and match items.
The Visual Merchandising departments The Visual Merchandising teams work from the pilot
stores in each of the Central Offices, which recreate a
work with the Product teams to present real store, offering them the chance to try out various
the collections in the best possible way. display formats for products until they come up with the
most attractive way of showing them to the customers.
When a decision is made regarding the best way to

display the products, the team photographs the store
layout and sends the images to the stores via the SMT.
Your team will have a Visual Merchandiser who is

responsible for setting up the new collection displays in
accordance with the photos sent from the Central Offices
via the SMT. The Visual Merchandiser makes constant
changes to the product displays, under the supervision
of the Manager.
For instance, collection items are normally featured on

frontal displays in order to make them stand out, whilst
the basic are normally displayed on tables.

Monitor your section

Each day, sales assistants are assigned to a
specific ‘area’ or ‘section’ where they are
responsible for the following tasks:
· Maintain the merchandising standards.
· Replenishment.
· Folding and tidying up: throughout the day and Your most important task:
at closing, the store must be perfectly tidy and Customer service.
maintain its visual standards. It’s essential to know your
section, the product and
· Serve all customers. how it’s selling, in order to
provide the best customer
service.
Always a Friendly Look:

The person at the store entrance/exit is also Greet every customer with a
responsible for going to the door if a customer smile.
leaving the store activates the alarm.
Always Availability:
The procedure will depend on the following: Open body language; never
too busy to assist.
· If the customer has made a purchase: he/
she must walk through the security towers. Always Offer Alternatives:
If the alarm goes off you should ask to be Offer different options
allowed to check whether the alarm has been (prices, colours, sizes).
removed and also to see the receipt. You
should then offer an apology.
· If the customer has made a purchase in

another store: pass the bag through the
security tower. Never remove an alarm from a
product that does not belong to your store.
· If the person was trying to steal an item:

inform your manager who will then take the
corresponding measures.

Replenishment
The “25” is the sales list.

It allows you to see sales per hour and is obtained via the SMT computer.
The list is organized by subfamilies and in order of reference,
the same way the stockroom is organized.
Colour codes
· Text in black for hanging garments.
· Text in blue for folded garments.

· Text in red when a new article has arrived with the shipment.
· If the quantity is written in red it means that there is no stock of this item.

Alterations in 10 steps
1. The person who is taking the alteration must lead the

process.
2. Before making the alteration you must observe the

customer and the features of the garment (shape, slits, etc).
Fitting Rooms 3. Politely ask the customer to look at the mirror and stand
up straight to allow you to take the alteration is the most
Fitting Rooms are the most accurate way.
i m p o r t a n t s e l l i n g a re a i n
the store. Its image is very 4. The person making the alteration must constantly look in
important for us. the mirror to see how it is going and see the same thing that
the customer is seeing.
It’s very important to supervise
this area in order to maximise 5. Always place the pins into the garment vertically so that
sales by delivering excellent
the fabric is held firmly and professionally.
customer service and keeping
theft to a minimum.
6. If jackets, skirts, dresses, etc. have slits, it is important
In this area: to close them with pins to see the effect when taking the
alteration.
· Give out and collect the tag
numbers for the corresponding 7. When making alterations to jackets or outerwear it is
number of items. advisable to ask the customer to button it up beforehand.
· Pay special attention to your
8. When altering trousers, it is important to listen to the
customers.
customer. Some people like a looser fit, others a tighter fit.
· Take alterations Also, you must ensure that the customer is wearing footwear
of the same height as the footwear they are planning to use
with the trousers if you are altering their length.
9. It is very important to inform the customer of the cost of

the alteration BEFORE they arrive at the till.
10. Remember to clearly and neatly fill in all the fields of the
“alterations sheet”.

Till Delivery Online

Items are charged at the till and the sales queries Use the PDA for the delivery of goods
are also printed out. Other customer services ordered online. The person collecting the
are also processed, including the following: package must provide proof of identity
and the order number.
· Reservation of items (maximum 3 days).
Use the PDA to scan the online package
· Returns that go back on sale in the store once and confirm the package number.
the alarms have been fitted.
· Collection of alterations. Customers must sign when

collecting orders.
· Special orders
Maintain visual contact and thank the Online orders collected in stores are
customers for their purchase so that delivered by our lorries. Remember that
they leave with a long-lasting positive customers collecting online orders do
impression. not have to queue at the cash desk and
may return items either via the website or
in the stores. No charges apply in either
case.

Customer Services
At Inditex we offer our customers a range of services

designed to boost loyalty and sales
· Exchanges and returns Items may be returned to any store in the country of purchase with the
receipt within a month (applicable to items bought in stores or online).
· Gift Cards Customers may purchase GiftCards for varying amounts.
· Reserve items Customers may reserve items for a maximum period established
by each chain. No down payments may be made on these items.
· Alterations It is the only service we charge for. A price list is on display at the
cash desk and in the fitting rooms.
· Gift Receipt When a customer purchases an item as a gift you may offer them a
gift receipt that does not include the price of the item but enables
the recipient to exchange it.

Store Policy
· The right image
Taking care over our appearance and
presenting an image in keeping with our
brand is important.
Each season you will receive a new

uniform. Keeping it in good condition is
your responsibility.
· Do not smoke
Smoking is strictly prohibited in our
premises.
· Eating and drinking

Only allowed in designated areas.
Do not use your mobile phone.
· Mobile
You can only use it on your break.
· Lockers
Use it to keep your personal belongings.
Remember the lockers must always be
locked, it is your responsibility.

Store Policy
· Your personal purchases

Any purchases you wish to make in your
store must be made outside your working
hours and your manager or department
head must be informed.
· Facility checks
To prevent losses, random checks may be
made of the facilities.
· Identifying unknown persons

You must check the identity of any person
wishing to access areas reserved for staff or
requesting internal information. In addition,
no one outside the company may take
photographs on our premises. If you spot a
member of the press or media in the store
you must inform the manager immediately.
If they ask you any questions, refer them to
your manager.
· Confidentiality
All information regarding work procedures is
private and confidential.

In the event of an accident, you must contact your

manager who will give you the form for you to take to
the mutual insurance company.
Risk prevention
· In-store fires · Remember, when lifting weights:

·It is important to remember the principal · Separate your legs before bending down.
causes of fire in the store:
· Do not attempt to lift excessively heavy weights.
1.- Short circuit in the facilities. · Bend your knees when picking weights up off the
2.- Sparks in the electrical panel. ground.
3.- Sources of heat close to goods.
· Keep your back straight at all times.
In the event of a fire, call your Manager.
Remember to place your personal safety
Take special care with: staircases, shelves,
and that of others first, and try to put out
cutters and alarms (spikes).
the fire with an extinguisher if possible

. For your own interest . Who to contact . Schedules and Holidays . Your Pay Slip . INet . Others
Click
to get info
Who to contact
Schedules and holidays
Your pay slip
INet

Who to contact
For any matter regarding HR you must address your
Manager first.
Schedules and holidays

The manager will post the work calendar and shifts for
the coming weeks on the store notice board.
The holidays will be organised in accordance with

the store needs and taking your requirements into
consideration.
Your pay slip

Your salary will be paid by bank transfer on the last
Friday of each month, although this may not be the
case during your first month with the company. You
will receive a sales commission for each hour worked
which is paid monthly in arrears.
Details of your pay slip are available on INet, our

intranet site.

INet A few days after you join the company you will
receive an email with your Click login details.
It will be sent to the email address you have
INet is the website created exclusively
provided us with.
for Inditex Group employees, offering
numerous services and benefits.
To access INet you must previously have

provided us with your email address and In addition to the web version,
mobile phone number. This will enable us you have an app for iOs and Android.
to send you your username and personal
password. Remember to let your store
manager know if you change your email
address or mobile phone number!
Enjoy Inet!
All about INDITEX
You will find information about who we are, our brands, our ethical and profesional principles,
our products ... Everything you need to know!
News
The daily news of our company is at your fingertips, including IN, our internal magazine for all employees.
Benefits
Enjoy the advantages working with us, including your 25% discount in Inditex Group stores in your country.
Fashion
Our WikiFashion brings new trend terms every few weeks. You can also see the appearances of the products of
our brands in fashion magazines.
And much more!

Explore INet and discover the other services it offers. Continually new sections and benefits are added.
And remember: Inet is always open for feedback. Write your comments to inet@inditex.com!

For your own interest
· Personal area · Language course

Download and print your payslip or tax deduction An online learning application.
certificate, or consult your bank and personal details.
· Notice board
For finding a house, car or uploading your own
· News notice.
Here you can read the company news and
download the IN magazine.
· Más xMenos
We have hundreds of discounts and special offers
for Inditex employees.
· All about INet
In the header menu bar in INET you will find more
information relating to the company.
· Inpulse
Our web portal of social action, enviornment and
voluntary work.
· Employee discount
You can request the Affinity Card once you have been
· Online brands
in the company three months. The employee card Direct access to the e-commerce and social
provides you with a 25% discount in all Inditex stores. network sites of all the Inditex brands.
For enquiries or technical problems please contact soporteinet@inditex.com.

A B C D E F L M N O P R S T W
A · Add-ons (add-on selling)

To encourage the customer to make further purchases by completing the sale with other articles, such as
accessories, shoes, knitwear, etc.
· Alterations
Amendments made to clothing for a specific customer, first taken by us and then carried out by a tailor.
B
· Basics
A permanent part of the seasonal collection.
C · Camión
Goods delivered to the stores and stored in the stockroom
and displayed in the store.
· Color chart
Different colors for a single reference.
· Closing
Refers to the end of the day when the cash register (POS) is counted and the store is closed to opening
standards (i.e. everything in the sales floor is folded, hanging is neat and replenished).
· Collections
Groups of items which follow a sp ecific trend. There are several collections each season.
· Checking (the delivery note)

Checking that the items delivered match those included on the delivery notes. It also refers to the act
of checking which items are missing in the store for their later replenishment.
D · Delivery note
Document containing information about the merchandise received in the shipment.
· Damages
An item of stock that is returned to the store by a customer that cannot be repaired
due to a design fault or flaw in the material.

E
· Employee code
This is your company ID number. It is important to memorise/note it down. You will be asked to provide
this number on many occasions.
· Excess stock
Excess products in store that must be put away in the stockroom when the store closes.
· Extras
Garments that are not needed on the sales floor according to the guidelines of visual merchandising.
F
· Finger-spacing
To arrange garments in a symmetrical way so that they all look equal. When hanging clothes in the
store the hangers should be equal distances apart.
L
· Loose items
Individual sizes that should not be put out on sale.
· Leftovers
Excess units in the store or which have not been sold and are stored in the stockroom or returned.
M
· Movements
Goods leaving or entering the stores from other stores or returns.
N
· Net items / New arrival
Items that are new to the store on a weekly basis and are introduced to the team at the Japanese meetings.

O
· Offer
List of available merchandise in the central warehouse. You receive it via PDA prior to placing your order.
· Order
Via the PDA, the act of ordering product to the central warehouse.
P
· Packaged items
Garments which are delivered from the warehouse folded in boxes.
· PDA
Electronic device with numerous applications for store management (orders, returns, inventory, etc.).
R
· Returns
The return of leftovers or unsold items to the warehouse.
· Recount
Counting stock with the PDA before making an order.
· Re-label
Change prices or labels.
· Reference
This is the name of each of the garments and also indicates the model, color, fabric and size. This enables
you to know at all times which items are being referred to, and whether they are in stock in the store or
elsewhere, whether they need replenishing and their sales, etc. In the store the reference is shown by a
bar code on the tags.
· Replenishment
The action of putting out items from the stockroom onto the shop floor that have been
acquired by the customers, in accordance with the model, material, colour and size. The SMT 25 provides
details of which items have been sold and therefore need replenishing.
· Reserved items
Items kept in the cupboard for customers in accordance with the company rules.

S
· Sensoring
The action of putting security tags on products in the correct place according to the company tagging
guidelines.
· Storeroom
Area of the store where the general stock is kept.
· Scanner code / Scan

To read the reference of an item by using the bar scanner.
· Schedule
Working schedule for every team member. They are posted on the common areas and must be
respected by all.
· Single product
Display units for hung items.
· Samples
Set of key items providing an insight into the collection.
· Sale
Periods of time each year when prices are reduced.
· Stocking
Displaying one or more units of each size of a single item.
· Stock
Goods stored in the stockroom until they are put out on sale.
· Sizing
Ordering the garments on display by size.
· Season
Periods of time that define the different fashion collections. Spring/Summer and Fall/Winter.
· SMT
A communications terminal by which the store is managed and by which the store communicates by sending
and receiving information.

T
· The 25
This is a sales replenishment report that is issued to ensure that the store is well-stocked and replenished
at all times. Any item that is sold is replenished.
· Table and bench

Units to display basics and promotions.
· Tidying up
Organising the store for customers.
· Trends
Basic lines that will shape the following collections.
W
· Wastage
Loss or reduction in stock.
· Walls
Areas displaying a certain image or collection.
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. Welcome . Personality . History . Business Model . Our brands . Social Responsability

At Inditex you’ll find yourself immersed in a demanding Pablo Isla

< previous 2 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

We are big, but we remain as fast and flexible as

We are eager to learn and believe that we can keep

We base all our decisions on common sense.

We try to find simple solutions, and practical

We like to be surrounded by positive energy and

We are committed: all the Group’s employees

We have an Ethics Committee and a Complaints

We encourage open communication and listen to all

We are part of the project and trust that we can

And it starts with you.

< previous 3 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

1963 1975 1985 1988

1991 1998 1999 2000

Pull&Bear is Bershka is We acquire

2001 2003 2004 2007

We go public. New chain: We open our store Zara Home

2008 2010 2011 2017

Launch of We reach the 5.000 Online launch Inditex has more

< previous 4 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

Store Product &

< previous 5 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

Zara’s customers choose the latest fashion trends featured in the

< previous 6 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

< previous 7 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

Bershka was created in 1998 in response to a young segment of the market

The stores have differentiated spaces dedicated to Bershka’s various product

< previous 8 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

< previous 9 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

Customer service is another of the chain’s fundamental

< previous 10 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

Ecommerce has become an essential part of the Inditex Group’s strategy,

You will find collection items on all the chains’ websites.

The chains are currently continuing to expand their online sales to a

< previous 11 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

out responsibly and ethically; people are to be

Code of Conduct for

< previous 12 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

The Ethics Commitee

The Social Council

< previous 13 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability

Fashion design and

The store and its entire value

We had been discussing for years how to reconcile

This was how our Strategic Environmental Plan was

< previous 14 next >

. Welcome . Personality . History . Business Model . Our brands . Social Responsability