Retail Operations Specialist

Time-Based Apprenticeship
Sponsoring Company:
Kentucky Retail Institute
O*Net Code
41-1011.00
Rapids Code
3000
Req. Hours
11600
State
DC
Created
Apr 04, 2021
Updated
Apr 04, 2021

Time-Based Skills

9 skill sets | 56 total skills | 11600 total hours
Customer and Personal Service - 2100 req. hrs
Knowledge of principles for providing customer and personal service
300 hrs
Assessing customer needs
300 hrs
Actively looking for ways to help customers
300 hrs
Meeting quality standards for service
300 hrs
Evaluating customer satisfaction
300 hrs
Conflict resolution: handling complaints, disputes and resolving grievances and conflicts with others
300 hrs
Team building/Being part of a team
300 hrs
Cashier Operations, Supervision, Coordination - 4900 req. hrs
Training on registers
400 hrs
Training on scanning and UPC
400 hrs
Know and understand proper cash transactions/counting
400 hrs
Supervise hourly schedules and break times
400 hrs
Knowledge of the process of cash deposits
400 hrs
Understand refund and return procedures
400 hrs
Balancing the cash drawer
400 hrs
Merchandising - 5500 req. hrs
Seasonal displays
100 hrs
Display functions/purpose
100 hrs
Signs and sign making
100 hrs
Use of point of sale material
100 hrs
Projection profitability of display
100 hrs
Proper ad format
100 hrs
Store Security - 6100 req. hrs
Proper procedures for shoplifting
100 hrs
Internal employee theft
100 hrs
Vendor theft
100 hrs
Open and close security procedures
100 hrs
Procedures for power outage
100 hrs
Procedures for active shooter
100 hrs
Ordering - 6600 req. hrs
Knowledge/use of ordering system
100 hrs
Ordering seasonal products
100 hrs
Ordering daily products
100 hrs
Process for sending orders to the warehouse
100 hrs
Activity printouts and evaluation of orders
100 hrs
Pricing and Price Marking - 7600 req. hrs
Pricing concepts and strategies
200 hrs
Invoice price verification
200 hrs
Knowledge of all types of products
200 hrs
Knowledge of detail pricing and costs
200 hrs
Understanding mark up
200 hrs
Receiving Product - 9400 req. hrs
Checking internal product damage
200 hrs
Verifying item count
200 hrs
Checking for errors
200 hrs
Scheduling for truck arrival
200 hrs
Proper signing documentation of receiving invoices
200 hrs
Learn and identify all types of invoices
200 hrs
Separation of product by department
200 hrs
Safety methods of lifting and moving
200 hrs
Inventory management
200 hrs
Sanitation and Housekeeping - 10200 req. hrs
Floor and shelf cleaning standards
200 hrs
Display case cleaning
200 hrs
Understand all state and national sanitation codes
200 hrs
Schedule cleaning/sanitation crews
200 hrs
Office - 11600 req. hrs
Understand AR and AP
200 hrs
Payroll
200 hrs
Understand refund and return procedures
200 hrs
Complete understanding of phone system
200 hrs
Use of security and alarm system
200 hrs
Checking and balancing the cash drawers
200 hrs
Management of customer relation problems
200 hrs

Technical Instruction

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