Retail Operations, Second Edition

Table of contents

1. Title Page
2. Copyright Page
3. Praise for Retail Operations (2nd Edition)
4. Contents
5. About the Authors
6. Foreword
7. Preface
   1. This book offers
   2. Organisation of the book
8. Acknowledgements
9. Dedication Page
10. Chapter 1. Welcome to the World of Retailing
    1. What is Retailing?
    2. Why is Retailing Important?
    3. Functions of Retailers
    4. Major Formats of Retailing
    5. Concerns of Retailers
    6. The Future of Retailing
11. Chapter 2. The Retail Store Customer
    1. Who is a Customer?
    2. Types of Customers
    3. Basic Needs of Customers
    4. Why do Customers Patronise a Retail Store?
    5. What is Customer Service?
    6. How to Deliver Good Customer Service
    7. Benefits of Good Customer Service
12. Chapter 3. Shop Location and Site
    1. Importance of Location and Site
    2. Definitions: Location and Site
    3. Evaluation and Selection Guidelines
    4. Conclusion
13. Chapter 4. Daily Operating Policies & Procedures
    1. Shop Opening Tasks
    2. Closing Procedures
    3. Conclusion
14. Chapter 5. Stock Management
    1. Ordering
    2. Receiving
    3. Checking
    4. Marking/Price Tagging
    5. Storage
    6. Inter-Outlet Transfers
    7. Expiry and Damaged Goods Control
    8. Returns and Claims
    9. Stocktake
    10. Staff Purchases
    11. Conclusion
15. Chapter 6. Cash Handling and Control
    1. Cash Register
    2. Payment Processing
    3. Cash Management
    4. Conclusion
16. Chapter 7. Upkeeping Shop Image
    1. Shop Layout
    2. Housekeeping and Maintenance
    3. Front-end tasks
    4. Back-end Tasks
    5. Schedules for Housekeeping and Maintenance
    6. Conclusion
17. Chapter 8. Shop Safety and Security
    1. Shop Safety
    2. Preventive measures
    3. Remedial works
    4. Shop security
    5. Conclusion
18. Chapter 9. Sales Policy
    1. Tills and Receipts
    2. Merchandise Reservation
    3. Refund and Exchange
    4. Delivery
19. Chapter 10. Customer Service Decisions
    1. A Service Strategy
    2. Customer Service Programme
    3. Handling Customers Effectively
    4. Handling Inquiries
    5. Product Knowledge
    6. Handling Complaints
    7. Service Recovery
20. Chapter 11. The Art of Retail Selling
    1. The Retail Selling Process
    2. Pre-Customer Contact
    3. Step 1: Acknowledge
    4. Step 2: Approach
    5. Step 3: Identify Needs
    6. Step 4: Present the Products and Sell Benefits
    7. Step 5: Handle Objections and Queries
    8. Step 6: Close the Sale
    9. Step 7: Add-On Sale
    10. Step 8: Farewell and Follow-Up
    11. Get Ready to Sell by Building Confidence
21. Chapter 12. Merchandise Decisions
    1. The Five Rights of Merchandising
    2. Merchandise Buying
    3. Merchandise Control
22. Chapter 13. Marketing Practices
    1. Advertising
    2. Sales Promotion
    3. Merchandise Presentation
    4. Visual Presentation
    5. Customer Loyalty Scheme
23. Chapter 14. Responsible Retailing
    1. Ethical Issues
    2. Legal Issues
    3. The Consumer Protection (Fair Trading) Act
24. Chapter 15. Information Technology and Retailing
    1. Point-Of-Sale Systems
    2. Internet Technology
    3. Interactive Kiosks
    4. Additional Technology Applications
    5. Misconceptions about IT Systems
    6. Challenges Ahead
25. Chapter 16. Organisation and People Management
    1. Organisational Structure
    2. Culture Development
    3. People Management
    4. Retailer’s Options
    5. A Sample Job Description for a Shop Supervisor
26. Chapter 17. Financial Control
    1. Financing the Initial Operation
    2. Budgetary Control
    3. Evaluation of Merchandise Effort
    4. Evaluation of the Retail Performance
27. Index
28. Credits