STORE POLICY & PROCEDURE MANUAL CHECKLIST

SECTION
SECTION 1
Introduction to the Company
History of Business
Security of Policy & Procedure Manual
SECTION 2 - Administration
Administration
Key Contacts
Organisational Relationships
Store Locations
Store Reports/Tasks
Reports
Monthly ( Calendar Month) End of
Month Paperwork
SECTION 3 Shop Administration
Shop Administration
Policy
Schedules & Action Lists
Budgets & Sales Targets
Regular Tasks
Daily Workplan
Cleaning Roster
3.1 Opening and Closing a Store
Trading Hours
Security
Store Operations and Closing
Company Representation
Telephone
Facsimile
Email/Internet
Letters
Staff Meetings
3.2 Register Operations
Point of Sale Policy
Sales Procedure Guidelines
Start of Day Procedures
End of Day Procedures
Register Balances Daily
Close of Day Procedures
Banking Settlement
End of Month Paperwork
End of Month Checklist
Petty Cash
Receipts of Petty Cash
Other Reimbursements
Cash Float

COMPLETED

Australian Retailers Association 2007

TO BE DEVELOPED

STORE POLICY & PROCEDURE MANUAL CHECKLIST

Register Discrepancies
3.2 Payment Methods
Payment by Eftpos and Credit
Procedure
Credit Card Fraud
Damaged Debit and Credit cards
EFTPOS Tips
Payment by Cheque
Procedure
Gift Vouchers
Procedure
3.4 General Administration
Banking
Procedure
Banking Deposit Bag
Sealing Instructions
Petty Cash
Stationery
Postage
Procedure
Stationery Order Form
General Filing
3.5 Store Maintenance
Cleaning Procedure
Storeroom Policy
Lighting
Computers
Shop Music
Reloading Docket Printer & EFTPOS
Machine
Docket Printer Procedure
EFTPOS Swipe Machine Procedure
3.6 Security
Tips & Questions
Shop Theft Report
Store Security
Steps to Prevent Shoplifters
Dealing with Shoplifters
Store Security
Cash Handling
During Trading Hours
Store Keys
Documentation
Company Records
Unauthorised Access to Non Retail Areas
Store Security

Australian Retailers Association 2007

STORE POLICY & PROCEDURE MANUAL CHECKLIST

Staff Belongings
Employee Theft
Staff Purchases
Safe
After Hours
Store Closure
Confidentiality
3.7 General
Staff Parking
Sore Rules & Regulations
SECTION 4 Customer Service
Customer Service Policy
Telephone Techniques
Twelve Golden Rules for Telephone Use
Greeting Customers
Acknowledging Customers
Features & Benefits
Open Questions/Closed Questions
Add-On Sales
Closing a Sale
Farewelling a Customer
Customer Complaints
Handling Customers Complaints
Procedure
Passing on Customer Complaints
Customer Complaint Form
SECTION 5 Selling Operations
Selling Guidelines
Individual Store Level
Customer Orders
Procedure
Customer Order Form
Special Orders
Procedure
Merchandise on Hold
Procedure
Return Policy
Refund/Exchange/Credit
Exchange/Credit Note
Without a Receipt
Refund Procedure
Repairs and Warranties
Policy
Procedure
Exchange/Refund Procedure
Credit Note for Customers Procedure

Australian Retailers Association 2007

STORE POLICY & PROCEDURE MANUAL CHECKLIST

Lay-by Policy
Other Lay-by conditions
Lay-by Procedures
Payments
Overdue Lay-by Procedure
When the Lay-by falls due to R.T.S
/Extension
Staff Lay-bys
Gift Vouchers
Policy
Procedure
Pricing Policy and Discounts
General Discount Policy
Club & Corporate Purchases for Large
Quantities
Staff Discount Policy
Competition
SECTION 6 Stock Management
Stock Control
What to do When Something is Stolen
Deliveries
Products Control Procedures
Storage of Stock
Receiving Stock/Accepting Deliveries
Shrinkage
Stocktake
Policy
Procedure
Scanning Stock
Download to Point of Sale Computer
Refilling Stock
Customer Claims
Policy
Procedure
Return of Goods for Credit
Damaged Stock
Faulty Stock
Basic Stock RE-Ordering
Warehouse
Pricing
Completing Purchase Orders
Transfers
Markdowns

Australian Retailers Association 2007

STORE POLICY & PROCEDURE MANUAL CHECKLIST

SECTION 7 PERSONNEL
Recruitment
Induction Training Program
Day one Induction Checklist
Training
Product Knowledge
Product Knowledge Skills
Sales Skills
Stock
Administration
Job Specifications
Store Manager
Sales Assistant
Sales & Customer Service
Probationary Period
Code of Conduct
Smoking
Personal Phone Calles
Eating
Dress Code Policy
Personal Appearance
Dress Standards
Footwear
Names Badge
Counselling/Disciplinary Procedures
Policy
Serious Misconduct
Verbal Warning
Written Warning
Third Warning Termination
Practical Advice on Counselling &
Termination
How to Set Up a Counselling or
Disciplinary Interview
Conducting a Counselling or Disciplinary
Interview
Termination Procedures
Meal Break Policy
Annual Leave Procedure
Change of Personal Details
Absenteeism
Procedure
References
Employee Responsibility
Disclaimer

Australian Retailers Association 2007

STORE POLICY & PROCEDURE MANUAL CHECKLIST

Description
Terms
Privacy Statement
Information Collection
Information Use & Disclosure
Data Security
Access Corrections or Further Information
7.1 Employee Forms
Letter of Regret to Unsuccessful
Applicant
Letter of Regret to Unsuccessful
Interviewee
Application for Employment
Reference Check
Letter of Offer Employee Full time
Letter of Offer Employee Part time
Industrial Relations
Discrimination Policy
Racial vilification
Sexual Harassment Policy
Victimisation
Drug & Alcohol Policy
Email & Internet Policy
Employee Counselling/Warning Form
Procedure for Terminating Employees
Checklist
Terminating Procedure
Termination Interview
Termination Advice
3 Months Assessment
Monthly Retail Sales Staff Assessment
Equal Opportunity in the Workplace
Prevention of Harassment &
Discrimination Procedures
Equal Opportunity Complaints Form
SECTION 8 Occupation Health &
Safety
Occupational Health & Safety
Occupational Health & Safety Policy
Roles & Responsibilities
Accident & Incident Reporting &
Investigation
Implementation Responsibilities
Procedure
Reporting Accidents & Incidents
Notifiable Incidents
Investigation
Australian Retailers Association 2007

STORE POLICY & PROCEDURE MANUAL CHECKLIST

Injury & Incident Report

Accident & Incident Investigation Report
Emergency Management
Implementation Responsibilities
Procedure
Types of Emergencies
Centre Management Emergency Systems
Emergency Evacuation
Medical Emergency
Bomb Threat or Suspect package
Bomb threat Checklist
Question to be Asked
Callers Voice
Threatening Language
Exact Wording of Threat
Background Noises
Actions
Call Taken & By Whom
First Aid
Implementation Responsibilities
Procedure
Hazard Identification Inspections
Implementation Responsibilities
Procedure
Regular Inspections
Participants in the Inspections
Documenting the Inspections
Controlling the Identified Hazards
Hazard Identification Inspection Checklist
Hazardous Substances
Implementation Responsibilities
Procedure
Identification of Hazardous Substances
Hazardous Substances Register
Material Safety Data Sheets
Assessment of Risk
Control Measures
Labelling
Storage
Emergencies
Manual handling
Injury/Incident Report
Eliminate Multiple Handling
Reduce Reaching, Twisting & Bending
Storing Items at Waist Height
Implementation Responsibilities

Australian Retailers Association 2007

STORE POLICY & PROCEDURE MANUAL CHECKLIST

Procedure
Identification of Manual handling Tasks
Identification of Hazardous Manual
handling Tasks
Information, Instruction & Training
Manual Handling Identification
Worksheet
Manual handling Assessment & Control
Worksheet
SECTION 9 Store Merchandising
9.1 Store Layout
Floor Plans
Movement of Fixtures & Fittings
Signage
Music
9.2 Merchandising
Visual Impact
Identifying & Maximising Sales Potential
Maintenance
Stock Presentation
Merchandising Clearance Areas
Merchandise Placement
Store Frontage Merchandising
Hot Spots
9.2 Store Images
Windows
Walls
Floor Units
Displays
Counter
9.3 Promotions
9.3 Signage
9.4 Merchandising Plan Product
Placement
9.5 Checklist for Good Displays

Australian Retailers Association 2007