PUMA STORE SOPs

Presented BY:
PREETI, MISHI,NIDHI,PRARTHANA
,RAHUL
(PGRFM-12)
Standard Operating Procedures
 Opening the store
 Store cleaning checklist
 Merchandise handling
 Goods receipt guidelines
 Back store guidelines
 Sales guidelines
 Billing guidelines
 Petty cash expenses
 Cash management
 Customer service
 Closing the store
 Defected goods and exchange guidelines
 Monthly activities
 Monthly end managers checklist
 Store staffing
 Store Audit
 What do u mean by SOPs ?
 To run smoothly and efficiently, stores
should define their daily, weekly, and
monthly processes in written standard
operating procedures.

 These procedures can be paired with

checklists to ensure they are being carried
out properly, by the correct people at the
correct time.

 Virtually every operations function detailed

in this article should have a written
procedure compiled into an operations
manual to ensure uniformity and consistency.
 PURPOSE OF SOPs
 They document the way activities they
perform to facilitates consistence
,conformance to technical & quality
system requirements .
 In addition, the best written sops will
fail if not implemented
properly.therefore,the use of sops
,needs to be reviewed and reinforced
by management ,preferably the direct
supervisor.

4
Opening the Store

 Employees assigned to open should arrive early @9:30

am sharp to prepare the store for its opening to the public.
 Employees must signed attendance register or follow
BIO-METRIC attendance .
 Sections are divided among employees where they have
to maintain or re-check all merchandise should be display
correctly & every fixture must have exact finger spacing
between merchandise. All merchandise should be folded
with folding board only .
 Adjust the air conditioning or heat for customer comfort.
 Keep all checkout areas spotless and uncluttered.

 Prepare the registers or POS system for the day. Check

cash levels.
 Opening the Store

 Manager or Supervisor is supposed to have keys of

locker so that he can recount cash and deposit to the
bank.
 In the store, music must be ON when store opened to
the public.
 KPI’s should be mentioned on white board or in register
by supervisor where ,all details are AVT ,UPT
,CONVERSION % ,NET SALES ,AUV presented.
 Another store’s employees visit store to enquire about
KPI’s.
 The store should be opened to the public on time (@
10am), indicated with signs or lights as appropriate.
 At opening, unlock the front door or gates and turn on
any signs that alert the public that you’re open
Store Cleaning Checklist
 Clear the parking lot of debris and sweep the sidewalk
each morning. Don’t leave empty boxes of trash outside
as a customer’s first impression.
 Clean your windows and glass doors of smudges. Make
sure your window display looks good each morning.
 When you turn on the lights, replace any burned-out
ones promptly.
 Clean, sweep, or vacuum your store floors .
 Empty all trash receptacles as needed.
 Clean your restrooms as often as needed to keep them
tip-top. Nothing will turn off customers faster than dirty
restrooms.
 Throughout the day, straighten up the merchandise
displays. Don’t leave unfolded clothes or disorganized
shelves.
 Promptly clean up any spills or breakage.
 Don’t leave empty boxes in the aisles any longer than
necessary when restocking.
 Promptly attend to any unpleasant odors.
Merchandise Handling

 Product shipments should be received in a set

procedure to ensure everything arrives in good
condition and in the proper quantity.

 Route products in an efficient manner to the proper

location in the store, either to the shelves, storage, or
holding area.

 Enter products in the inventory system for tracking.

 Return damaged goods according to standard

operating procedures.
Goods Receipt Guidelines
 The goods consignment arrived at store with goods
receipt invoice .

 The other documents that are accompanied with

goods delivery challan, slip in the cartons.

 Goods are scanned by hand-held or manually as

per received list within cartons.
.
 In case of discrepancies ,the same is informed to the
head office.

9
Back Store Guidelines
 The back store acts as a place for the non-display for
merchandise .

 There should be sufficient space in each store where

in merchandise are sorted style –wise to further ease
the process of locating an optimum quantity
.
 Store room should be handled by stock boys.

 Every merchandise should be well placed in back

store.

 There must be at least one stock boy present in back

store every time.
Sales Guidelines
 The moment a customer walk into a store, he will
greeted by a smile & “hello ma’am “ “hello sir”.

 The sales person required to know everything about

the merchandise.

 There should be sales person with each customer &

should assist them when they ask.

 Every sales scheme should be intimate with

customer by salesperson.

 Salesperson must be attentive to stop shoplifting by

customer during sales period.
 Trail rooms should be cleaned after each customer
visit.
 Do not allow customer to spoil stack of folded
merchandise.
 Sales Guidelines
 Restock shelves at this time, or as needed, but don’t
interrupt customers unnecessarily.

 Make sure all shelves, racks, and displays are properly

filled and arranged. Customers often don’t put things
back correctly.

 Empty all trash receptacles and discard boxes and

packing materials left in storage areas.

 Close out all registers or the POS system. Count the

cash and reconcile it and credit payments with sales.
Do all necessary cross-checks based on your internal
controls.

 Based on your procedures, you might take some cash

to another spot, such as the back office, for later
deposit.
Billing Guidelines
 There should have a billing printer with two card
readers.
 Once the customer select a product to buy, the
product is scanned and customer is informed about
the total bill value.
 If he agrees, the customer asked whether he wants
to buy in cash or credit.

 Customer should be informed or asked for

chargeable shopping bag .

 On counter , customer should addressed by his

name.
 The first copy the bill is attached to the shopping bag
.
 The second copy of bill given to the customer to show
to the guard for exit .
 Customer get some point on every purchase (where
(1rs = 1 point)
Petty Cash Expenses
 The company keep an impact cash equivalent to one
month expenses at the showroom.

 The purpose of this petty cash to meet the requirement

such as stationary, refreshments, courier , cleaning etc.

 The separate register is maintained to record these

petty expenses, along with the detail of the bill.

 Cash shall be verified by the store manager at the of

working day and shall sign the register with complete
details including the denomination of physical cash.

 Any amount spent in store comes under the approved

list of expenses on cash shortage is treated as
misappropriation.
Cash Management
 Front-end cash procedures ensure proper handling at
the POS. This includes how and when to take cash to
the back office, and how to reconcile cash and credit
against sales.

 Back-office cash procedures are usually a bigger-

picture accounting function, making sure the store is on
track and carrying out its internal controls to prevent
loss and pilferage. They catch cashier mistakes or
possible fraud.

 Cash refunds to customers should be consistent with

store policy. Sometimes a store may choose to only
give a credit on a credit card, or store credit. This is all
important to decide as part of cash handling and
customer service.
Customer Service

 Help customers in a way that befits the brand (this can

be spelled out in written procedures).

 Accept and route customer complaints to the proper

person for response and resolution.

 Do home delivery of large items on a certain schedule.

 Special orders may be possible to get items not regularly

stocked.

16
 Store Closing
 Start closing procedures at a certain time, or when the
person in charge says it’s OK. Don’t rush customers out
long before the advertised closing time.

 Announce to customers that you’re closing soon. You

also might lock the doors to new customers at a
particular time.
 When the last customers leave, signal that you’re closed
with appropriate signage.

 Walk the store and do any necessary straightening,

cleaning, or decluttering. The opening people depend on
this being done properly.

 Employees should begin preparing at a designated time

for the store to close. This typically includes cleaning
and other preparation for opening the next day.

Continue..
 Store Closing
 The store alerts customers at a specified time, such as
thirty minutes before and again ten minutes before, that
the store will be closing. Staff may pull gates, change
the lighting or perform other steps to alert customers.

 All cash is counted, reconciled, checked by a manager,

and locked. All keys go to the person in charge of that.
The procedure should define in detail how important
matters like this are carried out.

 Opening and closing work is subject to inspection by

someone responsible for that, as appropriate.
Defected Goods & Exchange
Guidelines
 If a customer claims that the piece is defective, the same
is checked by store manager or sent to the head office
when it is checked by the quality department.

 The company can also issue a credit note or refund for

such an exchange .

 The goods to be returned should not have any external

defects from the customer side.

 Customer must be intimidated with RETURN POLICY

“ goods will be return within 15 days only if in
case of no use of product by any customer “

 Exchanged will be done only product to product anytime.

It has no limit.

Continue……
Defected Goods & Exchange
Guidelines
 On Return, claim slip making should be done only
with manufacturing defect in product ,not for any
accidental occurring to the product.

 Exchange or return entries must be entered into the

register (sometimes it’s called “in/out “ slips)
Where size or colour with date of purchase and
exchange will be mentioned .
Monthly Activities
 Every month all the sale and stock register should be
closed and the consolidated report on the same is
spent to the retail manager.

 All the expenses incurred by the store should be

registered and the reason.

Month End Managers Checklist

 During the best week of the month each staff should
be told about their monthly performance.

 SHRINKAGE: ensure that all the associates have

received the month’s shrinks topic /meeting agenda.

 If shrinkage is below or equal to 300rs it will be

negligible

 In case of above 300rs ,cost will be deducted @

0.1,0.2 till 2 % from employee’s salary.
Continue…
Month End Managers Checklist
 Review month end sales performance report and P&L
statement.
 Review profit & loss statement for posted sales volume.

 Controllable Expenses: As those expenses that can be

monitored and adjusted by management decision or
frequency of use, such as

 store supplies
 Telephone service
 Cleaning
 Security
 Passage & delivery
 Repairs & maintenance

 At the end of fiscal month, review all controllable

expenses to ensure your store is within the budget.

 Insert a copy of monthly P&L statement in your Sales

Report Binder.
 Store Staffing
 Employees should be interviewed, hired, onboarded,
and trained in a prescribed manner.

 Job descriptions should be clear and regularly updated

to reflect responsibilities.

 Employee reviews should be done consistently, with

regular feedback and follow-up.

 Employee work hours should be accounted for through

a system, especially with variable part-time work or
overtime.

 Compensation should be spelled out, as well as

determine when and how payment is made in the case
of bonuses, such as sales incentives.
Store Audit

 Damaged merchandise policy

 Remove damaged merchandise from the selling floor.

 Verify it has a price tag.

 Write the type of damage and localise of the damage

with damage tag.

 Place merchandise in the damaged merchandise bar the

designated area.