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Retail Operations, 2nd Edition

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Retail Operations, 2nd Edition

eBook (Watermarked)

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  • Copyright 2013
  • Dimensions: 6-1/4" x 9-1/4"
  • Edition: 2nd
  • eBook (Watermarked)
  • ISBN-10: 0-13-341021-8
  • ISBN-13: 978-0-13-341021-1

This concise and reader-friendly book is for aspiring businessmen and women who desire to be successful. It talks about operational details and the day-to-day running of a shop or chain of stores. The 4-colour book includes pictures of store layouts, merchandise displays and promotional activities so that important points are depicted in a clearer manner.

Sample Content

Table of Contents

1.1 What is Retailing? 1.2 Why is Retailing Important? 1.3 Major Formats of Retailing 1.4 Functions of Retailers 1.5 Concerns of Retailers 1.6 The Future of Retailing
Viewpoint Simple Ways to Enhance Your Retail Sales
2.1 What is a Customer? 2.2 Types of Customers 2.3 Basic Needs of Customers 2.4 Why do Customers Patronise a Retail Store? 2.5 What is Customer Service? 2.6 How to Deliver Customer Service? 2.7 Benefits of Customer Service
Viewpoint Winning Life-Long Customers
3.1 Importance of Location and Site 3.2 Definitions: Location and Site 3.3 Evaluation and Selection Guidelines Viewpoint Types of Shopping Locations
4.1 Shop Opening Tasks 4.2 Closing Procedure Viewpoint Maintaining Standards – How can you help?
5.1 Ordering 5.2 Receiving 5.3 Checking 5.4 Marking / Price Tagging 5.5 Storage 5.6 Inter-Shop Transfers 5.7 Expiry and Damaged Control 5.8 Returns and Claims 5.9 Stock Take 5.10 Staff Purchases
Viewpoint Markdowns – Do you need to plan for price adjustments?
6.1 Cash Register 6.2 Payment Processing 6.3 Cash Management Viewpoint Help your cashiers to serve the customer better
7.1 Shop Layout 7.2 Housekeeping and Maintenance 7.3 Front End Tasks 7.4 Back End Tasks 7.5 Schedules for Housekeeping and Maintenance Viewpoint Staff Appearance and Conduct
8.1 Shop Safety 8.2 Preventive Measures 8.3 Remedial Works 8.4 Shop Security
Viewpoint The Retailer and Occupier’s Liability
9.1 Tills and Receipts 9.2 Merchandise Reservation 9.3 Refund and Exchange 9.4 Delivery
10.1 A Service Strategy 10.2 Customer Service Programme 10.3 Handling Customers Effectively 10.4 Handling Enquiries 10.5 Product Knowledge 10.6 Handling Complaints 10.7 Service Recovery
Viewpoint Simple actions but significant payoffs

11.1 The Retail Selling Process 11.2 Pre-Customer Contact 11.3 Step One – Acknowledge 11.4 Step Two – Approach 11.5 Step Three – Identify Needs 11.6 Step Four – Presenting the Products and Sell Benefits 11.7 Step Five – Handle Objections and Queries 11.8 Step Six – Close the Sales 11.9 Step Seven – Add-On Selling 11.10 Step Eight – Farewell and Follow-Up 11.11 Getting Ready to Sell by Building Confidence
Viewpoint Employees – Your Greatest Weapon

12.1 The Six Rights of Merchandising 12.2 Merchandise Buying 12.3 Merchandise Control
Viewpoint How to maintain a healthy balance of inventory and sales?

13.1 Advertising 13.2 Sales Promotion 13.3 Merchandise Presentation 13.4 Visual Presentation 13.5 Customer Loyalty Scheme
Viewpoint The personality of your retail shop
14.1 Legal Issues 14.2 Ethical Issues 14.3 The Consumer Protection (Fair Trading) Act
Viewpoint Avoiding the legal pitfalls of irresponsible advertising
15.1 Point-Of-Sale (POS) Systems 15.2 Internet Technology 15.3 Interactive Kiosks 15.4 Additional Technology Applications 15.5 Misconception About IT Systems 15.6 Challenges Ahead
Viewpoint “Retail Pro” – An excellent software system
16.1 Organisation Structure 16.2 Culture Development 16.3 People Management 16.4 Retailer’s Options
Viewpoint Samples: Documents for Recruitment

17.1 Financing the Initial Operation 17.2 Budgetary Control 17.3 Evaluation of Merchandise Effort 17.4 Evaluation of the Retail Performance
Viewpoint Towards a better managed and more profitable business


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