How to do a good job as a store manager
Store Manager's Manual
1, the identity of the store manager
2, the ability of the store manager should be
3, the quality of the store manager can not have
4, the store manager of a day's activities
5, the manager of the management of the authority
1, management of personnel
3, loss management 4, report management 6, health management 2, out-of-stock management3, loss management 4, cashier management
5, report management 6, health management
7, promotional management 8, training management
9, the management of rewards and penalties 10, the management of the target
11, the management of intelligence 12, the management of the complaint
13, the management of emergencies management 14, the management of cost reduction
15, the management of security 16, and the headquarters of the contact
17, the management of store equipment 18, confidentiality management
Six, the store manager's self-examination
seven, the store manager's examination
This manual is to help the bakery store managers of all business stores, to understand the scope of his or her responsibilities, and better complete the store manager's work tasks.
I, the identity of the store manager
1, the company's business stores on behalf of
From the moment you become a store manager, you are no longer an ordinary employee, you represent the overall image of the company, the company's business stores on behalf of the company's position, you must stand in the company, to strengthen the management of the company's business efficiency to achieve the goal.
2, the realization of the turnover target
You manage the store, there must be profitable to prove your value, and in the process of achieving the goal, your management and lead by example, will be extremely important, so the realization of the turnover target, 50% is to rely on your personal performance.
3, the conductor of the business store
A small business store is also a collective, there must be a conductor, that is, you, you not only have to play their own talents, but also to bear the responsibility of commanding the other employees - to help each employee to play a talented person, you have to use their own actions, ideas to You must use your actions and thoughts to influence your employees, rather than letting them influence your judgment and thinking.
Second, the store manager should be able to
1, the ability to guide
It is the ability to reverse stereotypes, and make the most of their talents, so that turnover can be increased.
2, the ability to educate
Can find the shortcomings of the staff, and help employees to improve their abilities and qualities
3, the ability to calculate data
Master, learn, analyze the reports, data, so that you know their own store performance is good or bad
4, the ability to achieve the goal
The ability to achieve the goal. And must have the ability to organize and cohesion, as well as the ability to master the staff
5, good judgment
The face of the problem has the right judgment, and can quickly solve
6, professional knowledge
For you to sell the cake, bread understanding and business services when the necessary knowledge and skills
7, the business of the store's operational capacity
The management skills necessary for the operation of the store
8, the ability to manage people and time
9, the ability to improve the quality of service
The ability to make the service more rational, so that the customer has a sense of cordiality, a sense of convenience, a sense of trust and a sense of comfort
10, the ability to self-training
To keep up with the times to improve themselves and grow happily with the company. Happy growth together with the company
11, honesty and loyalty
Three, the store manager can not have the quality
1, reporting beyond the level of self-assertion (refers to sudden problems)
2, shirk their responsibilities, to avoid responsibility
3, privately criticizing the company, complaining about the status quo
4, do not set goals, do not believe that they and their staff can create a miracle business
3, the company has a lot to do with the company's business. Employees can create business miracles
5, when there is credit, enjoy alone
6, not good at using the strengths of the staff, only to see the shortcomings of the staff
7, reluctant to train the staff, do not want to subordinate staff to surpass their own
8, to the superiors or the company, the report of good news and not worry about picking the good news to say
9, do not want to strict management of the store, just want to do the
Four, the store manager's activities for a day
1, the morning opening of the door to prepare (half an hour before the opening of the store)
A: confirmation of the staff under the staff, attendance and vacation, as well as the mental state of the personnel.
B: business store inspection: review of inventory, inventory of new goods, display of items, store cleanliness, lighting, prices, equipment, change and other conditions
C: analysis of yesterday's turnover: the specific number, is down or up (to find out the reasons for this), looking for ways to improve turnover
D: announced that the day's business objectives
2, after the opening of the store until Noon
A: Confirmation of today's work priorities How much turnover should be done today
Which products should be promoted today
B: Tracking business problems (equipment repair, lighting, product arrangement, etc.)
C: Comparison of sales volume/volume of incoming cakes and breads in the business store
D: When is today's peak time for business?
3. Midday shift lunch
4. Afternoon (1:00~3:00)
A: Training and talking to staff, boosting morale
B: Dealing with problems found and reporting them
C: Surveying the surrounding peer stores (how does the business compare with ours)
5. Evening (3:00~6:00)
6:
A: Confirm the completion of turnover
B: Check the overall situation of the store
C: Instruct the successor or agent to pay attention to the situation
D: Ordering work, and coordination with the headquarter
6. Evening (6:00~closing time)
A: Promote the products, and try to complete the goal of the day
B: Take stock of the business and make a report
B: Take stock of the business and make a report
B: Take stock of the business and make a report
B: inventory items, cashier
C: production of daily reports
D: the completion of the closing work
E: do a good job of leaving the store (to ensure the safety of the store at night)
Fifth, the authority of the store manager
1, the management of practitioners
A: the management of the attendance: late arrival, early departure is strictly prohibited, and strictly abide by discipline!
B; the management of service: quality service to attract repeat customers
C: efficiency management: constantly improve the speed of each employee's work and the quality of work
D: the management of unqualified. Generally divided into two cases:
* Retraining of unqualified employees
* Dismissal of incorrigible employees
2, the management of out-of-stock
Out-of-stock is a direct cause of the failure to improve the turnover, so it is important to consider the specifics of the business in the orders placed. Every once in a while, should consciously increase the number of orders, in order to avoid turnover in place or constantly sliding
3, loss management
Loss is divided into internal loss and external loss
Store managers must understand that the loss of profitability is extremely serious, in the operation of the bread, the loss of a dollar each, you must sell more than 3 to 5 dollars of goods to make up for the loss. losses, so controlling wastage is increasing profitability.
A: internal loss
The business store is mainly to collect cash, is the main income of the bakery. If the cash register in the link, due to human factors and loss, will directly affect the turnover of the store you manage, the biggest human factor is the theft of cash or more insidious theft of company property.
(1) The store manager should be alert to the following situations when they occur and observe whether the store manager is motivated by attrition
*Employees leaving the store without leave
*Store managers suspecting others of dishonesty despite having no evidence
*There is too much change in the cash register (or the day's cash register does not go into the bank)
*The store manager's work ethic is unusual
*Clerks complaining that it is difficult to reconcile statements with cash receipts and disbursements
*Clerks complaining that there is something wrong with the cash register
When any of the above problems occur, the store manager should investigate promptly to know the root cause of the problem that is discovered, and resolve it quickly.
(2) There are several manifestations when a store clerk goes astray
*Advancement of short spills, cash collected is always less than the amount of the statement, or even to match the cash receipts to produce false statements.
*Shortage of products, the number of cakes received or the number of settlement verification is always inconsistent with the number of statements
*Employees shopping for themselves, usually the high price of the goods purchased at a low price
*Employees to give change to the customer, intentionally underpaid
*Store staff to monitor self-stealing
*Opening and closing the door to steal products
*Off duty or shift, stealing products or cash
*Off duty or shift Theft of products or cash when off duty or on shift
When the above occurs, the first is to seize favorable evidence, and the second is to be firmly dismissed (reported to the company for implementation)
(3) Negligence in the operation of the production of loss
*Price tags are placed or marked incorrectly
*Accounts checking error
*Store door is not locked
*Items expired
*Items expired < /p>
B: External Wear and Tear
(1) Wear and tear caused by supply, handling, or collusion with employees
*Shipment slips show signs of alteration
*Shipment slips are blurred
*Products go on the shelves without being counted
*Haulers quickly count their own deliveries and leave the slips behind
*Not letting the salesperson count carefully
*Not letting the salesperson count carefully
*Not letting the salesperson count the items. salesperson to count carefully
*Not notifying the clerk when product enters the store
*The porter quickly gives free samples to the clerk or store manager, offering small favors
*Attempting to threaten the clerk who inspects him
*The clerk privately ordering from the shop
*The clerk is unhappy with her work or strongly displeased with the company
*The employee is under unusual unusual financial pressures
(2) Wear and tear due to improper ordering and acceptance
*Not ordering products that should be ordered, but ordering those that shouldn't be
*Not accepting the name, number, quality, expiration date, and labels
*Forgetting to put accepted products on the shelves
Solution to the problem
---- ordering in the Moderate amount, but for a period of time to consciously order more number to increase turnover
---- order before, to strictly check the amount of stock and sold
---- reference to previous orders
---- a single large order, should have to track the situation
---- check the delivery of the shipping list
---- problematic products are always Refuse to accept the product should write down the reason and sign the name of the delivery and store manager at the same time
----Temporarily there is no shipping order for the product, you must write down the name of the product number, so that later checking
(3) Returns of improperly processed loss
*Bread, cakes, the shelf life of the bread has expired must be returned
*Dirty, damaged products must be returned<
*Delivered without ordering (except for new products, with notification) must be returned
*Return orders and the actual number of matches, together with the head office, can not be handled privately
*The return of the personnel intentionally damaged caused by the return of the person to be held accountable
(4) merchandise theft by the customer's attrition
*Customers with a large package of Entering the store
*Customers leaving the store with items without paying
*Customers walking and eating without paying
*Customers entering the store with several people shopping together to cover up the theft
When encountering the above situations, the store staff should pay attention to them at all times, and take the initiative to go up to the front of the service, in order to reduce the chances of stealing
(5) Losses of operational errors
*Other business No record of transferring products
*No record of compensation to customers
*No record of discounts to customers
*No record of temporary returns and exchanges
*No record of promotional items
*No record of various types of consumable items used by the store itself (e.g., brooms, rags, etc.)
(6) Losses due to robbery
Preventing robberies is a must for nighttime business
*The storefront should be bright
*The cash register should be kept stocked with only a certain amount of cash
*The lights should be turned on during the night
*Maintaining alertness
Precautions to be taken in case of robberies
*Obey the instructions of the robber
*Remain calm and don't panic
*Observe carefully the robber's characteristics: age, sex, appearance, color, clothing, height (car, license plate, etc.)
*After the incident, call the police at the first opportunity, maintain the scene, and make a good statement of the robbery process to the people present
*At the same time notify your superiors (don't go beyond the level of notification), suspend the business, and post notices of internal adjustments
*Stay calm and wait for the police and superiors to give their opinion
*Wait for the police and superiors to give their opinion
(7) accidental loss
*Fire
*Flooding
*Windstorm
*Power outage
*Fighting, brawl
*Personnel accidental injuries
After the occurrence of the above, the store manager should report to the direct supervisor, and then look for the relevant personnel to solve the problem
4. p>4, the management of the cash register
*Cash register operation can not be mistakenly input, wrong input
*Cash register zero by the store manager is responsible for
*Cash register cash and account discrepancies, the reason should be found
*Recovered cash should be stored safely
*Cash registers should be prevented from individual employees to prevent theft
5, the management of the statement
*Statements must be filled out correctly and cannot be changed after signing
*Be careful and ask for the reason for any alterations found
*Statement errors should be scrutinized strictly
-----Which ones sell well
-----Which ones don't
-----find out the reason
6. Hygiene management
Hygiene, including in-store health and out-of-store health
A: in-store health must be cleaned at any time, so that customers have a spotless feeling, customers will come back
B: out-of-store health, but also to take the initiative to clean, so as not to hinder the customer's walk
Cleanliness and hygiene is an important condition of making bread, the modern bakery is becoming more and more competitive, so it is necessary to clean and hygiene do better than others in order to attract customers.
7, the management of the promotion
A: before the promotion:
Responsibilities of the store manager
Responsibilities:
1. Maintain good sales performance in the store;
2. Strictly control the store's loss;
3. Maintain the store's neat and lively display;
4. Reasonable control of personnel costs. Maintain high efficiency of staff work;
5. Maintain good customer service in the store;
6. Enhance fire prevention, burglary prevention, prevention of work-related injuries, and safety and security;
7. Audit the store budget and store expenses.
Major tasks:
1. Overall responsibility for store management and operation;
2. Formulate store sales, gross profit plan, and guide the implementation;
3. Communicate and implement the marketing department's work plan;
4. Coordinate with the local government departments of the public **** relationship;
5. Responsible for contact and communication with the regional headquarters and other Contact and communication with regional headquarters and other business departments;
6. Responsible for the selection and evaluation of staff in all departments of the store;
7. Guiding the business work of all departments of the store, and strive to improve sales and service performance;
8. Advocating and supervising the implementation of the "customer first, service first" concept of business, to create a warm, courteous, clean, comfortable and friendly environment. Polite, clean and comfortable shopping environment;
9. Control the rate of loss, personnel costs, operating costs, to establish a "low-cost" business concept;
10. Inventory management, to ensure that sufficient goods, accurate inventory and orders issued in a timely manner
;
11. 11. Supervise the store's promotional activities;
12. Ensure operational safety, strict cleanliness, fire prevention, anti-theft daily management and daily maintenance of equipment repair, maintenance;
13. Responsible for the training of the entire store personnel;
14. Authorize the duty manager to deal with the store's affairs;
15. Responsible for the store other day-to-day affairs, dealing with unusual circumstances.
Supporting work:
1. guide other store personnel on-the-job training;
2. assist the headquarters of the public **** affairs;
3. to the head office of the feedback related to the operation of the information.
Store Manager Job Responsibilities:
One, job responsibilities
(1) Communicate the objectives to the subordinates, to grasp the daily, weekly, monthly, cumulative and other objectives to achieve the situation, and to lead the staff to complete the company's designated sales targets, according to the performance of the situation to achieve the countermeasures to lead the staff to provide high quality customer service, and make every effort to strive for the company to achieve the best turnover.
(2) Supervision of store administration and business work: preside over the morning and evening parties, and make records.
(3) sales work to analyze, daily check the supply of goods, best-selling products in a timely manner to replenish, slow-selling products to make rationalization of the sales proposal or return to the warehouse, to ensure that the daily sales.
(4) into the (return) store goods, arrange for store staff to carefully count, if found differences, immediately report to the company.
(5) Effectively manage and utilize resources, such as manpower, goods, store displays, and promotional items.
(6) Regular training and education guidance for employees: all rules and regulations related to the store's work practices.
(7) Communicate the various projects and facilitation work issued by the company, training and management of all staff.
Two, personnel management
(1) Guide the discipline and attendance of employees.
(2) Organize shift schedules, make appropriate corrections according to the actual situation, and ensure that subordinates go to work on time.
(3) Recommend personnel transfers, disciplinary actions, and promotion of subordinates.
(4) Responsible for the implementation of grooming standards and uniform standards.
(5) Train employees in product knowledge, sales techniques and other related job knowledge.
(6) Understand company policies and operating procedures, explain them to employees, and promote their implementation.
(7) Ensure that each employee is aware of store safety and emergency instructions.
(8) Understand employment regulations and explain company rules and benefits to employees.
(9) Conducting store work meetings: hosting morning and evening meetings and taking notes, discussing store operations and business matters with employees, taking ownership of employees, communicating in a timely manner, and reaching a **** understanding.
Three, customer service
(1) to guide the staff under the professional and enthusiastic attitude to sell goods, to provide quality customer service.
(2) Effectively handle customer complaints and reasonable requests.
(3) To establish a good relationship between customers and the company.
(4) Establish customer contact files for better customer service.
Four, goods management
(1) according to the store's actual inventory and sales to increase the amount of replenishment, to ensure that the store inventory is appropriate or sufficient.
(2) According to the company's requirements, the correct display of goods (including POP, shelves, window display, etc.).
(3) According to the market change the flexible trend to change the store inventory display.
(4) Supervise the work of receiving, returning and transferring goods and ensure that there are no errors.
(5) Supervise the neatness, cleanliness, and flatness of displayed goods.
(6) Keeping an eye on market trends, analyzing customers' reflections, and reflecting and making positive comments to the company in a timely manner.
V. Store operation
(1) Monitor the sales of the store.
(2) Responsible for opening and closing the store, supervising the cashier program and operating computer equipment.
(3) Maintaining the yard and warehouse in a neat and clean condition.
(4) Maintains proper functioning of lights, music, and instruments (air-conditioning/tools) throughout the yard.
(5) Ensure that the interior and exterior of the store are decorated and the shelves are in good condition.
(6) Supervise all store decoration and maintenance matters.
(7) Responsible for the safety and fire prevention of goods, property and cash in the store.
(8) Responsible for display work, maintenance yard goods according to the company display requirements.
(9) Ensure that the weekly business report and analyze the business situation on time and accurately submitted.
(10) Drive all staff to effectively improve sales performance.
(11) Organize weekly/monthly work plan and ensure all kinds of documents are properly filed and processed.
(12) Chairing all kinds of meetings in the store and acting as a bridge between employees and the company.
(13) Regularly arrange shoppers to understand the trend of other brands, reflect to the company in a timely manner, strengthen the flow of advice, monitor the arrangements for promotional activities (including staffing arrangements and giveaways according to the promotion of the requirements of the normal flow).
(14) Responsible for the return of goods, transfer of goods and timely input into the computer or accounting.
Store manager performance evaluation standards
1, to achieve the monthly sales target.
2, improve the cohesion of the team of subordinate employees and the enterprise centripetal force.
3, provide a good and comfortable sales environment.
4, all the property of the store has the obligation to protect.
5, strict implementation of the company's systems.
6, the accounts are clear, the accounts match.
7, monthly business reports submitted to the company on time.
Position: Deputy Store Manager
Immediate superior: Store Manager
Immediate subordinate: senior shopper, shopper trainee
Job Function; to assist the store manager under the jurisdiction of the store management
Functional Description:
(A) store operations
● Assist the store manager to monitor the store's sales work and to maintain the operation of normal.
● Responsible for pre-opening or closing related work.
● Maintain store organization, reorganization, cleaning, sweeping, and quality work.
● Assist store manager with all maintenance work.
● Responsible for the safety of store goods, property and cash.
● Assist in all display work in the store.
● Ensure that music provided by the company is played in the store.
● Assist the store manager in completing various reports and documents.
(ii) Goods Management
● Assist the Store Manager in keeping the store well stocked.
● Correctly display goods (including shelves, POP, etc.) according to the guidance of the company's VI manual.
● Suggesting changes in store displays in response to market changes.
● Assist in supervising the receipt and return of goods and ensure that there are no errors.
● Monitor market trends, analyze customer reactions, and relay suggestions to supervisors.
(3) Customer Service
● Assist in guiding subordinate staff to sell goods in a professional manner and provide quality customer service.
● Handle customer complaints and reasonable requests.
● In addition to the duties of a shopper, we must also be strict with ourselves, set an example by observing the company's various disciplines, and set an example to be a good successor of the store.
(D) Personnel management
● According to the company's regulations to assist the store manager to rationalize the arrangement of rest, and assist in the implementation.
● Assist in the implementation of instrument standards and uniform standards.
● Assist in the training of employees in product knowledge, sales techniques and other related job knowledge.
● Assist the store manager in other tasks and take the initiative to review and propose improvement methods.
● Assist in hosting morning meetings or parties to enhance communication with employees.
● Handle interpersonal relationships with coworkers in a fair manner and enhance team spirit.
Performance Rating Criteria
1.Achieve monthly sales target.
2. Improve the cohesion of the team and the centripetal force of the subordinate employees towards the company.
3, provide a good and comfortable sales environment.
4, the obligation to protect all the company's property.
5, the strength of the implementation of the company's systems.
6, the accounts are clear, the accounts match.
7, monthly business reports submitted to the company on time.
7, monthly business reports are submitted to the company on time.