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Retail Operations Specialist

Published
Time-Based Apprenticeship
Sponsoring Company:
Kentucky Retail Institute
O*Net Code
41-1011.00
Rapids Code
3000
Req. Hours
1800
State
DC
Created
Jun 02, 2021
Updated
Jun 02, 2021

Time-Based Skills

9 skill sets | 56 total skills
Customer and Personal Service - 300 req. hrs
Knowledge of principles for providing customer and personal service
Assessing customer needs
Actively looking for ways to help customers
Meeting quality standards for service
Evaluating customer satisfaction
Conflict resolution: handling complaints, disputes and resolving grievances and conflicts with others
Team building/Being part of a team
Cashier Operations, Supervision, Coordination - 400 req. hrs
Training on registers
Training on scanning and UPC
Know and understand proper cash transactions/counting
Supervise hourly schedules and break times
Knowledge of the process of cash deposits
Understand refund and return procedures
Balancing the cash drawer
Merchandising - 100 req. hrs
Seasonal displays
Display functions/purpose
Signs and sign making
Use of point of sale material
Projection profitability of display
Proper ad format
Store Security - 100 req. hrs
Proper procedures for shoplifting
Internal employee theft
Vendor theft
Open and close security procedures
Procedures for power outage
Procedures for active shooter
Ordering - 100 req. hrs
Knowledge/use of ordering system
Ordering seasonal products
Ordering daily products
Process for sending orders to the warehouse
Activity printouts and evaluation of orders
Pricing and Price Marking - 200 req. hrs
Pricing concepts and strategies
Invoice price verification
Knowledge of all types of products
Knowledge of detail pricing and costs
Understanding mark up
Receiving Product - 200 req. hrs
Checking internal product damage
Verifying item count
Checking for errors
Scheduling for truck arrival
Proper signing documentation of receiving invoices
Learn and identify all types of invoices
Separation of product by department
Safety methods of lifting and moving
Inventory management
Sanitation and Housekeeping - 200 req. hrs
Floor and shelf cleaning standards
Display case cleaning
Understand all state and national sanitation codes
Schedule cleaning/sanitation crews
Office - 200 req. hrs
Understand AR and AP
Payroll
Understand refund and return procedures
Complete understanding of phone system
Use of security and alarm system
Checking and balancing the cash drawers
Management of customer relation problems

Technical Instruction

Knowledge of principles for providing customer and personal service - 4 req. hrs
Explain the nature of positive customer relations Demonstrate a customer-service mindset
Reinforce service orientation through communication
Respond to customer inquiries
Develop rapport with customers
Determine strategies for resolving customer-service situations
Assessing customer needs - 4 req. hrs
Anticipate unspoken customer needs
Adapt customer service to meet the customers’ individual needs
Determine customer/client needs
Actively looking for ways to help customers - 2 req. hrs
Discuss the importance of meeting and exceeding customer expectations
Follow up on the completion of the transaction
Accommodate special needs/specific requests of customers
Meeting quality standards for service - 2 req. hrs
Identify strategies to manage customer experience during peaks in demand
Maintain service standards during peaks in demand
Evaluating customer satisfaction - 2 req. hrs
Respond to customer feedback
Conflict resolution: handling complaints, disputes and resolving grievances and conflicts with others - 2 req. hrs
Handle difficult customers
Handle customer/client complaints
Use conflict-resolution skills
Team building/Being part of a team - 2 req. hrs
Participate as a team member
Training on registers - 4 req. hrs
Open/Close register/terminal
Operate register/terminal
Training on scanning and UPC - 2 req. hrs
Explain the nature of universal product code (UPC) barcoding
Know and understand proper cash transactions/counting - 4 req. hrs
Process sales transactions (e.g., cash, credit, check) 
Supervise hourly schedules and break times - 2 req. hrs
Supervise staff
Knowledge of the process of cash deposits - 2 req. hrs
Complete bank deposits/records
Understand refund and return procedures - 2 req. hrs
Process returns/exchanges
Balancing the cash drawer - 2 req. hrs
Prepare cash drawers/banks
Seasonal displays - 2 req. hrs
Create displays
Maintain displays
Dismantle/Store displays/display fixtures/forms
Display functions/purpose - 2 req. hrs
Explain types of display arrangements
Signs and sign making - 2 req. hrs
Create promotional signs
Use of point of sale material - 2 req. hrs
Set up point-of-sale displays and handouts
Proper ad format - 2 req. hrs
Explain the components of advertisements
Explain the importance of coordinating elements in advertisements
Describe effective advertising layouts
Proper procedures for shoplifting - 2 req. hrs
Explain policies/procedures for handling shoplifters
Internal employee theft - 2 req. hrs
Determine inventory shrinkage
Devise/Enact merchandise security measures to minimize inventory shrinkage
Vendor theft - 2 req. hrs
Determine inventory shrinkage
Devise/Enact merchandise security measures to minimize inventory shrinkage
Open and close security procedures - 2 req. hrs
Explain routine security precautions
Follow established security procedures/policies
Procedures for active shooter - 2 req. hrs
Follow safety precautions
Handle and report emergency situations
Recommend an emergency response plan
Knowledge/use of ordering system - 4 req. hrs
Describe the impact of technology on order processing
Place orders/reorders
Establish reorder points
Ordering seasonal products - 2 req. hrs
Determine what to buy/reorder
Determine quantities to buy/reorder
Determine when to buy/reorder
Ordering daily products - 2 req. hrs
Determine what to buy/reorder
Determine quantities to buy/reorder
Determine when to buy/reorder
Process for sending orders to the warehouse - 2 req. hrs
Route orders
Activity printouts and evaluation of orders - 2 req. hrs
Maintain order logs
Follow up orders
Pricing concepts and strategies - 4 req. hrs
Explain the nature and scope of the pricing function
Explain the use of technology in the pricing function
Explain factors affecting pricing decisions
Knowledge of all types of products - 4 req. hrs
Acquire product information for use in selling
Understanding mark up - 2 req. hrs
Determine cost of product (breakeven, ROI, markup)
Checking internal product damage - 2 req. hrs
Process incoming merchandise
Resolve problems with incoming shipments
Verifying item count - 2 req. hrs
Process incoming merchandise
Checking for errors - 2 req. hrs
Process incoming merchandise
Resolve problems with incoming shipments
Scheduling for truck arrival - 2 req. hrs
Establish receiving schedules
Proper signing documentation of receiving invoices - 2 req. hrs
Explain the receiving process for incoming merchandise
Separation of product by department - 2 req. hrs
Route stock to sales floor
Safety methods of lifting and moving - 2 req. hrs
Follow safety precautions
Inventory management - 2 req. hrs
Maintain inventory levels
Complete inventory counts
Explain methods used to value inventory (e.g., FIFO, LIFO, average cost, etc.)
Floor and shelf cleaning standards - 4 req. hrs
Maintain a safe work environment
Maintain displays
Display case cleaning - 4 req. hrs
Maintain displays
Understand all state and national sanitation codes - 2 req. hrs
Describe health and safety regulations in business
Schedule cleaning/sanitation crews - 2 req. hrs
Identify routine activities for maintaining business facilities and equipment
Develop cleaning schedule
Understand AR and AP - 2 req. hrs
Explain the nature of accounts payable
Explain the nature of accounts receivable
Payroll - 2 req. hrs
Explain the nature of payroll expenses (e.g., Social Security tax, Medicare tax, FUTA, SUTA, workers' compensation, etc.)
Understand refund and return procedures - 2 req. hrs
Process returns/exchanges
Complete understanding of phone system - 2 req. hrs
Handle telephone calls in a businesslike manner
Process retail telephone orders
Checking and balancing the cash drawers - 2 req. hrs
Prepare cash drawers/banks
Management of customer relation problems - 2 req. hrs
Explain management's role in customer relations
Acquire product knowledge to communicate product benefits and to ensure appropriate product for the consumer - 4 req. hrs
Explain the use of brand names in selling
Acquire product information for use in selling
Analyze product information to identify product features and benefits
Provide information about incoming merchandise to sales staff
Employ sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales - 2 req. hrs
Plan follow-up strategies for use in retail selling
Determine prospect's buying motives for use in selling
Close the sale
Demonstrate suggestion selling
Describe the impact that digital communication is having on selling
Describe the use of technology in the selling function
Guide sales staff to improve their success rate and to minimize staff turnover. - 2 req. hrs
Monitor on-floor selling activities
Implement support activities to facilitate the selling process
Understand marketing’s role and function in business to facilitate economic exchanges with customers - 2 req. hrs
Explain marketing and its importance in a global economy Describe marketing functions and related activities
Distinguish between retailing and marketing
Explain the importance of merchandising to retailers
Understand strategies utilized to determine and target a select audience - 2 req. hrs
Explain the concept of marketing strategies 
Explain the concept of market and market identification LAP-MP-003 (CS)
Acquire foundational knowledge of customer/client/business behavior to understand what motivates decision-making - 2 req. hrs
Explain factors that influence customer/client/business buying behavior
Discuss actions employees can take to achieve the company's desired results
Demonstrate connections between company actions and results (e.g., influencing consumer buying behavior, gaining market share, etc.)
Track customer shopping habits - 2 req. hrs
Obtain information from retail databases to aid in product planning and control

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