For each store operation, define the task, the person responsible and the way the work is done. Describe separately receiving goods, checking shelves and price tags, advising customers, the final step of a sale, and passing an enquiry to the manager.
Below are original examples of internal procedures. Adapt the people responsible, the start of the work, the result to check and the way tasks are handed over to your store. Update instructions regularly to reflect changes in work processes.
What to include in a procedure
In a written procedure, define the task, those responsible and the sequence of actions. You can use this format for a store:
- Task: what operation needs to be performed.
- Start: what event triggers the work.
- Person carrying it out: who performs the actions.
- Sequence: specific steps in the order they are performed.
- Result: what to check after completion.
- Exception: whom to refer a question to if the instructions do not cover it.
- Work handover: who will continue an unfinished task and what information they will receive.
- Review: who is responsible for the instructions and when they check that they are up to date.
For example, “check the delivery” can be made more specific: “match the goods against the order, count the quantities, check the codes and inspect for damage.”
Receiving goods: match the delivery against the order
When receiving goods, match them against the order, count the quantities, check the codes and inspect the goods for damage.
Example of an internal procedure. Person carrying it out — the employee assigned to receive the goods. Start — the delivery arrives. They match the items against the order, count the goods, and check the codes and condition. Result — the actual quantity and any discrepancies or damage are recorded for the items checked.
In this example, the list of discrepancies is passed to the manager. If another employee continues the receiving process, give them a list of the items already checked and those still to be checked.
Shelves and price tags: check the goods and prices
Restocking shelves and periodically counting part of the inventory are everyday store operations. When checking price tags, compare the shelf price with the price shown by the system after scanning the item.
Example of an internal procedure. Person carrying it out — the sales assistant responsible for a designated area. Start — a scheduled shelf check. They restock from inventory, count selected items and compare the price tags with the scan results. Result — a list of checked items, the actual quantity of goods counted, and notes indicating whether prices match or differ.
If there is no stock available for restocking or the prices differ, in this example the sales assistant passes the list to the manager. To let another employee continue the check, specify the shelves and items that remain.
Customer advice: prepare sales assistants for questions
Train sales assistants on products, services and store rules. This information should be part of their preparation for advising customers.
Example of an internal procedure. Person carrying it out — the sales assistant approached by a customer. Start — the customer asks a question. The sales assistant clarifies the request and explains the relevant product features, service terms or store rules using the training materials. Result check — during a training review, the sales assistant explains what information their answer was based on.
If the necessary information is unavailable, in this example the request is passed to the employee designated by the manager, together with the content of the question. If the sales assistant does not know how to handle a customer’s request, they contact the manager.
Completing a sale: describe providing the document
An internal procedure can separately describe providing the customer with a document confirming the purchase after the transaction is completed.
Example of an internal procedure. Person carrying it out — the employee completing the sale. Start — the transaction is complete. Action — provide the customer with a document confirming the purchase. Result — the document has been provided. If this step is left unfinished, the employee hands the task over to the manager, specifying what needs to be done.
Customer enquiries: define when to pass them to the manager
If an employee does not know how to handle a customer’s request, they should pass it to the manager.
Example of an internal procedure. Person carrying it out — the employee who received the enquiry. Start — a request for which they do not know the next steps. The employee passes the details of the request and the question requiring a decision to the manager. Result — the manager has received the enquiry.
In this example, the owner designates a substitute in advance in case the manager is absent. The procedure covers passing on the enquiry; the subsequent decision is not part of its steps.
How to train employees and review procedures
Use real customer service situations to train employees to respond to customer enquiries. Review procedures regularly to reflect changes in work processes.
Implementation example. The owner selects one procedure, appoints someone responsible for its content, and goes through the steps with the person carrying them out. For the procedure on passing on enquiries, they discuss a real situation and determine when to involve the manager.
After a mistake, you can check a specific step: whether the action is clear, whether the person responsible is identified, and whether the handover is described. The person responsible clarifies the instructions and shows employees the revised process. The owner sets the schedule for the next review for their store.
You can use a short checklist:
- It is clear when the work starts.
- The person carrying it out and the person responsible for the procedure’s content are identified.
- Actions are listed in the order they are performed.
- The result can be checked.
- It is stated whom to refer questions to when they fall outside the instructions.
- The handover of unfinished work is described.
- The next procedure review is scheduled.
Printing labels from a goods receipt in Torgsoft
If preparing labels is part of the procedure for recording incoming goods, in Torgsoft you can select items in a goods receipt and print labels according to the quantity in the receipt, one per item, or in a specified quantity. The steps are provided in the instructions how to print labels in Torgsoft.
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