Retail Store Operations Standard Operating Procedures

(SOP)

Westside - Store-Level Operational Manual

Prepared by: Store Operations Team

Date: 10 August 2025
Document ID: WS-SOP-STORE-001

Revision History
Version Date Author Summary of changes
1.0 10-Aug-2025 Store Ops Team Initial creation - full SOP
Table of Contents
1. Purpose & Scope
2. Definitions & Abbreviations
3. Roles & Responsibilities
4. Store Opening Procedures
5. Customer Service Standards
6. Cash Handling & Billing Procedures
7. Inventory & Stock Management
8. Merchandising & Visual Standards
9. Promotions & Events
10. Loss Prevention & Security
11. Health, Safety & Emergency Procedures
12. HR, Scheduling & Training
13. Maintenance & Housekeeping
14. Store Closing Procedures
15. Reporting & KPIs
16. Appendices: Forms & Checklists
1. Purpose & Scope
Purpose: This SOP documents standardized procedures for operating a Westside-format retail store to ensure
consistent customer experience, safe operations, accurate financial controls, and efficient inventory management. It
defines detailed steps for opening and closing, sales handling, stock management, merchandising, security, and
reporting.
Scope: This SOP applies to all store personnel including Store Manager, Assistant Manager, Floor Staff, Cashiers,
Merchandisers, Security Personnel, and third-party contractors working within the store premises. It covers daily
operational activities, periodic tasks, and incident handling.
2. Definitions & Abbreviations
POS: Point of Sale system used for billing and transactions.
FIFO: First-In, First-Out stock rotation principle.
DC: Distribution Center - central warehouse for stock.
SKU: Stock Keeping Unit - unique identifier for each product variant.
OTB: Open-to-Buy; budget for purchasing stock.
3. Roles & Responsibilities
Store Manager — Responsible for overall store performance, staff management, financial controls, and compliance
with company policies. Specific duties:
1. Daily sales target tracking and reporting to Area/Regional Manager.
2. Approving cash drops and safe deposits with two-person verification.
3. Staff scheduling, performance reviews, and disciplinary actions.
4. Ensuring merchandising, visual standards and planograms are followed.
5. Handling major customer escalations and complex refunds.
Assistant Manager — Supports the manager, oversees operations during manager absence, coordinates
inventory and staff training.
1. Oversee daily opening/closing when manager is offsite.
2. Coordinate receiving and stock audits.
3. Manage shift briefings and task allocation.
Floor Staff / Sales Associates — Responsible for customer engagement, product knowledge, merchandising, and
maintaining the shopping environment.
1. Greet customers within 30 seconds of entering and offer assistance.
2. Maintain product knowledge and suggest complementary items.
3. Follow planograms and report stock shortages promptly.
Cashier — Responsible for accurate billing, payment processing, and end-of-day till reconciliation.
Security Personnel — Ensure store safety, monitor CCTV, and follow loss-prevention protocols.
4. Store Opening Procedures (Detailed)
Objective: Ensure the store is safe, clean, correctly merchandised, and ready for customers before opening time.

Arrival & Access

- Authorized staff (Manager/Assistant) arrive at least 60 minutes before store opening.
- Use personal access cards / keys; verify identity of any third-party contractors before granting access.
- Unlock doors and disarm alarm system following security protocol.

Safety & Facility Checks

- Walk the store perimeter to inspect for forced entry, water leakages, or safety hazards.
- Switch on lights, HVAC, and essential equipment. Verify HVAC temperature and comfort levels.
- Check fire exits are unobstructed and emergency lights function.

Cash & POS Setup

- Retrieve the safe key and open the safe with two staff present where applicable.
- Prepare cash float: count and verify starting denominations. Record opening float on the Cash Opening Log.
- Start POS terminals; verify network connectivity, payment terminal connectivity (card machines) and receipt
printers.
- Login with unique user credentials; never share logins.

Stock & Merchandising Verification

- Walk the sales floor and backroom to check stock levels against shelf cards and planograms.
- Ensure promotional displays are in place and priced correctly. Replace missing or damaged price tags.
- Replenish hot-sell items from backstock to shelves as per Replenishment SOP.

Housekeeping & Cleanliness

- Ensure dressing rooms are clean and lights/functioning mirrors.
- Sweep and mop if required; empty bins and clean surfaces.
- Check restroom supplies and cleanliness.

Staff Briefing
- Conduct a short pre-opening briefing (10–15 minutes): day's targets, promotions, staff roles, VIP customers
expected, outstanding tasks, and any operational updates.
- Assign staff to zones and tasks (fitting room attendant, replenishment, POS cashier).
5. Customer Service Standards
Greeting & Engagement:
- Acknowledge customers within 30 seconds of entering the store with a friendly greeting.
- Offer help proactively (e.g., 'Can I help you find something today?').
- Use product knowledge to provide styling suggestions and cross-sell related items.
- Maintain professional body language: smile, eye contact, and polite posture.

Handling Complaints & Escalations:

- Listen actively to the customer without interruption.
- Apologize for any inconvenience and summarize the issue back to the customer.
- Offer immediate remedies within policy (repair, exchange, refund) or escalate to Store Manager for exceptions.
- Document the complaint in the Customer Complaint Log with details and resolution steps.

Returns & Exchanges Policy (In-Store):

- Validate proof of purchase (receipt or digital proof).
- Check item condition: must be unworn, tags attached, and free from damage as per policy timeframe.
- For refunds, follow Cash Handling & Billing Refund Procedure; for exchanges, process exchange on POS and
adjust inventory.
- For exceptions (missing receipt, damaged goods), escalate to Store Manager with photographic evidence.
6. Cash Handling & Billing Procedures
Objective: Prevent cash discrepancies and ensure accurate, auditable transactions.

Opening Cash Float

- Only Manager/Assistant performs safe access. Two-person rule recommended for large floats.
- Count and log opening float on the Cash Opening Log and attach manager signature.

Sales Transaction Steps

- Scan item(s) and verify SKU & price before finalizing.
- For discounts/promos, apply the correct discount code as per promotion SOP.
- Ask for customer ID for high-value credit card transactions where policy requires.

Payment Types & Handling

- Card payments: ensure the card terminal confirms approval; attach transaction ID to POS receipt.
- UPI/Wallets: verify successful transaction on POS or payment app. Issue digital receipt.
- Cash payments: accept tendered amount, return correct change, and place cash in the drawer.

Voids, Overrides & Refunds

- Only authorized staff may perform voids/overrides; manager approval required for large values.
- Document reason for void/override in the POS notes with manager initials.
- Refunds to original payment method where possible. For cash refunds without receipt, manager approval
mandatory.

End of Day Reconciliation

- Close each cash drawer and print Z-reports from POS.
- Physically count the cash drawer and reconcile against POS closing totals.
- Log discrepancies and investigate immediately; small discrepancies under threshold require Manager note; large
discrepancies escalated.
- Secure cash in safe and prepare bank deposit as per banking schedule.
7. Inventory & Stock Management
Receiving Deliveries:
- Verify delivery manifests and purchase order numbers before accepting goods.
- Inspect cartons and items for damage and note any discrepancies on Delivery Challan and with carrier.
- Scan items into stock system (POS/back-office) and apply SKU labels if missing.
- Store items in the correct backroom location; update bin locations.

Put-away & Replenishment:

- Follow FIFO for perishable or seasonal items.
- Perform daily replenishment of floor-facing stock from backroom 'top-up' areas.
- Keep a minimum on-floor stock level (reorder point) for high-turn SKUs.

Cycle Counts & Physical Inventory:

- Conduct daily cycle counts of high-value and high-turn SKUs; weekly counts for other categories.
- Document variances and reconcile against transaction logs to identify potential theft, mis-scans, or receiving
errors.
- Perform full physical inventory quarterly (or as required) with supervisor oversight.

Damaged Goods & Returns to DC:

- Quarantine damaged or defective items with a Damage Tag and photo evidence.
- Record damaged stock in the Damage & Disposal Log and schedule return to DC or disposal as per policy.
- For customer returns to DC, follow reverse logistics paperwork and update inventory.
8. Merchandising & Visual Standards
- Adhere to corporate planograms; update fixtures during seasonal resets.
- Use correct signage with SKU-level pricing. Any handwritten or temporary tags must be approved by Manager.
- Maintain clean, well-lit displays with clear sight lines; remove damaged or soiled merchandise promptly.
- Rotate mannequins and focal displays weekly to highlight new arrivals and promotions.

9. Promotions & Events

- Receive promotion brief and timeline from retail operations team.
- Verify promotional pricing in POS at least 24 hours before start.
- Set up promotional displays and POS creatives; ensure staff is briefed on promo mechanics.
- Track promo performance daily and report anomalies (pricing errors, stockouts).
10. Loss Prevention & Security
- CCTV must be operational and recording during store hours; review retention policy for storage.
- Cash drops to safe should be done multiple times daily for large volumes; two-person rule recommended.
- Implement random bag checks only where lawful and with clear signage; follow local laws and company policy.
- Train staff on common shoplifting methods, fraudulent payments, and how to escalate suspicious behavior.

Incident Reporting & Investigation:

- Complete Incident Report Form for all security-related events (theft, assault, fraud).
- Preserve CCTV clips and relevant transaction logs tied to the incident.
- Notify Area Manager and Loss Prevention team immediately for major incidents.
11. Health, Safety & Emergency Procedures
- Keep first aid kit accessible and maintain an updated First Aid Log.
- Fire extinguishers: monthly visual check and annual service by certified agency.
- Evacuation plan: post near staff rooms and train staff with at least two evacuation drills per year.
- Spill response: cordon the area, clean using PPE, and log the incident.

Medical Emergencies:
- Call emergency services immediately for life-threatening conditions and notify manager.
- Provide first aid if trained; do not attempt medical procedures beyond certified competence.
- Complete Medical Incident Report and preserve witness statements.
12. HR, Scheduling & Training
- Schedule: Publish weekly rosters at least 7 days in advance. Include breaks and backup staff.
- Attendance: Use biometric or approved attendance system. Report anomalies to HR within 24 hours.
- Training: New hire onboarding includes POS, customer service, returns, cash handling, and safety modules.
- Performance: Monthly check-ins and quarterly performance reviews based on KPIs.

13. Maintenance & Housekeeping

- Daily cleaning schedule covering fitting rooms, floors, and customer-facing areas.
- Monthly preventive maintenance log for HVAC, POS, lighting, and security systems.
- Contractor work must be scheduled outside opening hours when possible and require manager oversight.
14. Store Closing Procedures (Detailed)
Sales & POS Closeout
- Stop accepting new transactions X minutes before closing if policy requires.
- Print end-of-day Z-reports and reconcile each cash drawer.
- Process card settlement and ensure batch closure on terminal if required.

Cash Handling & Deposit

- Count cash; reconcile to POS. Prepare deposit slip and secure cash with two-person verification.
- Record deposit details in Bank Deposit Log and notify Area Manager if deposit schedule deviates.

Floor Reset & Cleanliness

- Return merchandise to correct locations; tidy displays and fitting rooms.
- Empty bins, sweep/mop floors, and switch off non-essential equipment.

Lockdown & Alarms

- Close all doors and windows, set alarm system as per procedure, and confirm all staff have left.
- Manager to perform final walkthrough and sign Closing Checklist.
15. Reporting & KPIs
- Daily Sales (Gross & Net) - reported at end of day.
- Number of Transactions & Average Transaction Value (ATV).
- Conversion Rate: customers served vs transactions.
- Stock Accuracy: Variance % from cycle counts.
- Shrinkage %: monitor monthly; escalate above threshold.

Reporting Cadence:
- Daily: Sales summary, cash reconciliation, exceptions log.
- Weekly: Stock turnover, promotional effectiveness, staffing report.
- Monthly: Detailed P&L;, shrinkage analysis, full inventory reconciliation.
16. Appendices: Forms & Checklists
Appendix A - Sample Opening Checklist
- Store unlocked and alarm disarmed
- Lights & HVAC operational
- POS terminals booted and tested
- Cash float verified and logged
- Displays checked and replenished
- Fitting rooms cleaned and checked
- Staff briefing completed

Appendix B - Sample Closing Checklist

- All sales closed and Z-reports printed
- Cash drawers reconciled and deposits prepared
- Floor reset and displays tidied
- All doors locked and alarm set
- Final manager walkthrough and sign-off

Appendix C - Incident Report Template (Sample Fields)

- Date & Time of Incident
- Location within store
- Persons involved (staff/customer)
- Description of incident (detailed)
- Witness statements
- CCTV clip reference
- Immediate action taken
- Reported by (name & signature)
- Follow-up action required

Appendix D - Cash Reconciliation Template (Sample Fields)

- Opening float
- Total cash sales
- Non-cash sales
- Cash drops to safe
- Expected cash at close
- Actual cash counted
- Variance & explanation
- Manager signature

End of SOP Document