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Retail: Work effectively in a retail environment

It is only in the last few decades that retailers have been allowed to trade outside of normal working hours on Monday to Friday and over the weekend. The retail industry has had to become more flexible and be available at times more convenient to customers. Now it is not unusual for retailers to trade every day of the year, with some stores open 24 hours a day. This deregulation of trading hou......
 

Customers expect staff working in the store to be able to give appropriate and accurate information about the products and services for sale. In a self-service store, customers simply expect you to know what items are stocked by the store and where they are displayed. In a store that provides assisted service, however, you are expected to have a higher level of general and technical knowledge......
 

It is your role as a retail operator to help your customers make purchase decisions. To do this, you need to know not only what the customer is looking for, but detailed information about the products in your store. Customers look for products with certain criteria in mind. They will ask you for advice and assistance. When the customer does not really know what they are looking for, a good ret......
 

Have you ever stopped to question why you are attracted to some store windows and not to others? Why you stop to flip through some advertising brochures but throw the rest away without even so much as a glance at the front cover? The answer is that we are all attracted to a certain image. Store operators take advantage of this by projecting an image that will attract their target customer group....
 

For most retailers the stock that the store buys is one of the largest investments they have in their business. The retailer is unable to recover the money paid for the stock you see on the shelves and in stock rooms until it is sold to customers. Stock that is damaged, lost or stolen represents a direct loss to the business. Consequently, a process is needed to control the movement of stock t......
 

Housekeeping is not glamorous or exciting, but it will always be an important part of your work in the retail industry. Housekeeping standards have a major impact on the store’s appearance and image. A store that is neat, clean, attractive and an easy place to shop in, helps to entice customers into the store and encourages them to return....
 

As little as 20 years ago, much of the equipment you see today in a retail store did not exist. Advances in electronic technology have transformed the way a retail store operates. To be a productive member of the team you will need to know what equipment is available to assist you in your work. You will also need to be able to operate and maintain equipment within your area of responsibility i......
 

It is important that you understand exactly what behaviour constitutes theft. It may be helpful to think of theft as the dishonest removal of property that belongs to another person with the intention to permanently deprive the owner of it. It is important to understand this definition so that you can identify theft when it occurs. Put simply, if you take property that does not belong to you, ......
 

A store’s image refers to the overall impression people have of the store. Image is critical to the success of any retailer, and in larger retail stores you will find that different departments project different images. Think, for example, of the widely projected image of sportswear compared with home wares. Whether a store projects one image or many, the aim is to improve the appeal or attrac......
 

In our personal lives we try not to tempt thieves by leaving mobile phones, money or valuables lying around in our cars, homes or offices. A retail store �whether it sells CDs, clothing, cosmetics or hardware �is set up to tempt customers to purchase goods. This unfortunately is also tempting to thieves. To help prevent theft, retail stores must have good security measures in place, and moni......
 

Retailers sometimes do not take Heath & Safety seriously because a store does not seem to pose a great deal of risk to people. After all, if it is safe for customers, surely it is safe for staff? Unfortunately this is not the case. Many retail operators (and customers) have narrowly missed injury from falling stock, poorly arranged displays, or dangerous signs and shelf displays. To many other......
 

This course is written from the perspective that you are a supervisor or have some supervisory responsibilities. But operations staff also have many tasks related to maintaining and ordering stock. By being aware of these you can assist your manager and handle tasks you are given. Stock purchases can account for 70% or more of the store’s total running costs. Therefore it is essential to contr......
 

Most retailers are continually looking for ways to maintain a competitive edge so that their business can continue to prosper. Progressive retailers realise that quality service can provide that competitive edge. As a sales or service assistant you have a key role to play in delivering the type of service necessary to enhance the store’s image and encourage repeat business from the store’s cus......
 

Wouldn’t it be great if our work environment was always efficient and functioning effectively? Unfortunately this is not the case, but when you consider some of the advances that have been made across all businesses globally, perhaps change is not such a bad thing after all. Imagine how the business world would be functioning today without the innovations of computers, fax machines and printer......
 

We often browse through stores without paying too much attention to the effort that has been put into the presentation of store displays. It may appear that store operators have simply stacked their merchandise on shelves or hung merchandise on display racks, but most successful stores have actually spent considerable time preparing the layout and display of every item in their store. It is ......
 

How many times have you found yourself entering a store or walking down an aisle because you felt ‘drawn�towards a window or merchandise display? What is it that makes us walk into one store but past others? The way that merchandise is displayed plays a very powerful role in enticing customers to look at store products and influencing their impulse to buy. Displays cana visually appea......
 

Retailing is a very competitive business. You can possibly think of two or three other retailers in your immediate area who offer similar products and services to your store. Customers do not have to put up with poor service. They can simply choose to take their business elsewhere. Looking after the needs of customers must always be one of your highest priorities. Being able to communicate with......
 

The retail industry is very competitive. You need outstanding customer service and selling skills to ensure that your store is a success. Consumers have a wide variety of choice. If they cannot find what they are looking for in your store or don’t like the service, they will go to your competitors. In this section we will look at the skills and techniques you need to build a rapport with custo......
 

When operating a cash register/terminal you are responsible for the cash and non-cash documents in the drawer, and for the accuracy of the transactions processed through the register during the day’s trading. This activity is one of the most important in your working day. Each retailer will have different procedures for controlling cash floats for cash registers/terminals, supplying change a......
 

Retailers go to great lengths to protect their merchandise from theft, whether it is chocolate bars or designer coats. You only have to look around a department store to see just how much equipment is used for security. The cost of theft is a constant concern, causing a loss of revenue for store owners and increased prices for the consumer. It is estimated that retail theft amounts to a loss......
 

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