Store Operations
Operating and overseeing functions of the store that support sales operations and service.
Level 1 Introductory: Demonstrates introductory understanding and ability and, with guidance, applies the competency in a few, simple situations. Can direct people to the appropriate source for further information.
BEHAVIORS
- Follows safety and security procedures.
- Follows procedures to record and track sales.
- Maintains the store's physical conditions and appearance.
- Completes assigned inventory taking tasks.
- Reconciles cash drawer with computer records.
- Identifies and prevents loss.
- Opens and closes store following defined procedures.
- Prepares nightly deposits.
QUESTIONS
- Describe a time when inventory levels were inconsistent with sales. What did you do?
Probing Questions
* What was the situation?
* How did you discover the inconsistency?
* How did you manage the situation?
* What was the outcome?
- Describe a time when you could not follow the store opening process at your organization.
Probing Questions
* What was the situation?
* How did you handle it?
* What did you learn from it?
Level 2 Basic: Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.
BEHAVIORS
- Ensures that the store is a comfortable and safe shopping experience.
- Conducts daily, monthly, and seasonal physical inventory and reconciliation.
- Provides customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Cleans and organizes shelves and displays and selling merchandise.
- Examines products purchased for resale or received for storage to assess the condition of each product or item.
- Monitors staff to ensure efficiency of receiving process, quality control and execution of safety procedures.
QUESTIONS
- Describe a situation in which you had to remain calm under great provocation from a customer.
Probing Questions
* What was the situation?
* How did you handle it?
* What was the result of your efforts?
* What did you learn from it?
- Tell me about a time you received positive feedback from a customer.
Probing Questions
* What was the circumstance?
* Why was the customer happy?
* What did you do with the information?
* What did you do to ensure other customers can benefit from this experience?
- Tell me about a time you quickly adjusted your work priorities to meet changing demands.
Probing Questions
* What was the situation?
* What was your role?
* How did you handle it?
* What was the implication for your organization?
- Give me an example of an action you took to demonstrate your focus and interest in a customer’s needs.
Probing Questions
* Why did you think that was effective?
* What was the customer's reaction?
* What was the result of your efforts?
* What did you learn?
Level 3 Intermediate: Demonstrates solid knowledge and ability, and can apply the competency, with minimal or no guidance, in the full range of typical situations. Would require guidance to handle novel or more complex situations.
BEHAVIORS
- Directs and supervises employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
- Monitors sales activities to ensure that customers receive satisfactory service and quality goods.
- Examines merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
- Plans and prepares work schedules and keep records of employees' work schedules and time cards.
- Reviews inventory and sales records to prepare reports for management and budget departments.
- Understands and executes merchandise receiving, staging and presentation processes according to standards.
QUESTIONS
- Give me an example of the types of reports you prepared for management and budget departments.
Probing Questions
* Describe your role in reporting.
* What process did you use?
* How were the reports used?
* What was the impact?
- Give me an example of how you have dealt with an under-performing team member.
Probing Questions
* What was the situation?
* How did you handle it?
* What was the result of your efforts?
* What did you learn?
- Give me an example of a time you motivated and developed a team of retail sales associates in a challenging work environment.
Probing Questions
* Describe the situation and your role.
* What was the biggest challenge?
* How did you handle it?
* What was the outcome?
Level 4 Advanced: Demonstrates advanced knowledge and ability and can apply the competency in new or complex situations. Guides other professionals.
BEHAVIORS
- Interprets profit/loss statements.
- Maintains selling and non-selling expense budgets.
- Plans budgets and authorizes payments and merchandise returns.
- Establishes and implements policies, goals, objectives, and procedures for their department.
- Explains stock performance data.
- Oversees merchandise processing, price changes, transfers, return to vendor (RTVs) and damages.
QUESTIONS
- Provide an example of a policy, procedure, or objective you implemented in response to organizational performance issues?
Probing Questions
* Describe the situation.
* How did you discover the performance issue?
* How did you determine what action to take?
* What was the impact of the policy, procedure or objective?
Level 5 Expert: Demonstrates expert knowledge and ability, and can apply the competency in the most complex situations. Develops new approaches, methods or policies in the area. Is recognized as an expert, internally and/or externally.
BEHAVIORS
- Confers with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
- Estimates consumer demand and determines the types and amounts of goods to be sold.
- Formulates pricing policies for merchandise, according to profitability requirements.
- Establishes credit policies and operating procedures.
- Determines guidelines, policies and procedures to ensure compliance with all laws and regulations.
QUESTIONS
- Outline the steps you took to determine the consumer demand for a particular product or service.
Probing Questions
* Describe the situation and your role.
* Why was that important?
* Why did you go through that particular process?
* What were the results of your efforts?
- Describe a time you recommended changes to a product price.