How to be a good store manager
(1) Manager's Manual
1) The tasks and roles of the store manager
1. Definition of manager:
The top manager of a store is called the store manager or manager, whose job is similar to the conductor of a symphony orchestra. He should not only conduct all parts correctly according to the score, but also coordinate the performance of all members.
The manager is the soul of the store, which directly affects the profitability of the whole store. Therefore, the store manager should coordinate and motivate all employees to do a good job in the store, give the store vitality, shape the store characteristics with team spirit, and continuously improve the store's operating performance.
2. The manager's mission
The store manager is the mainstay of the store, shouldering the heavy responsibility of providing customers with quality goods and services, creating a pleasant working atmosphere for shop assistants and making profits for the store. The task is:
Carry out the business objectives of the enterprise, create excellent sales performance and provide good service to customers;
Lead and arrange the daily work of each member of the shop, stimulate the enthusiasm and creativity of the shop assistants, and create a pleasant working environment;
The most basic executors and maintainers of corporate culture and policies serve the collective interests and long-term interests of enterprises to the greatest extent.
3. The role of store manager
Representative: The manager represents the image of the whole store.
The manager is the agent of the store, dealing with the relationship with the competent department, commodity suppliers, customers and others; Internally, it is also the spokesperson of the clerk, because the manager is the employee in the store first;
Operation: direct the clerk to operate efficiently, analyze the store operation data, create certain operating profits while meeting the customer's needs, and make correct decisions on all work;
Manager: control and use the relevant resources of the store, manage the business activities in the store and achieve the business objectives;
Coordinator: coordinate and solve all kinds of problems in the store to keep the work going smoothly;
Trainer: Training all kinds of skills of shop assistants, improving the overall quality of employees, and encouraging shop assistants to continuously create benefits for the store.
4. Qualifications and conditions of store managers
The quality of the store manager directly affects the operation of the whole store. The store manager should do his duty and complete the planned goal of the store. Therefore, the store manager must have the corresponding knowledge, skills, experience and personality. In this way, it is subdivided and made into the following specific instructions.
1). Personality.
1- 1). Have a positive personality-treat everything positively, face any challenge at any time and never give up.
The idea of avoiding difficulties
1-2). Endurance-In the store, the time for smooth sales is very short, and the time for hard work is very long, so it is very important to have endurance and use energy in appropriate activities.
1-3). Cheerful personality-it is also a day to work with a smile, and it is also a day to work with a sullen face. Whether the atmosphere in the store is bright or gloomy depends on the performance of the manager.
1-4). Tolerance-Although you should pay attention to the failures or mistakes of colleagues and subordinates, you should not mention them often. In order to promote them, the manager can give advice to his subordinates, but don't be arrogant.
2). Ability
2- 1). Have sales skills and explanation ability.
2-2). Have commodity understanding.
2-3). Ability to handle interpersonal relationships smoothly.
2-4). Only leaders can guide subordinates.
2-5). Have the ability to handle various situations properly.
2-6). Have management ability.
2-7). Have the ability of self-learning and improvement.
2-8). Honest professional ethics, as an example and the ability to take responsibility.
The manager should have a working attitude.
In order to accomplish the task effectively, a successful manager should at least establish the following correct working attitudes:
1). Be a good example for employees:
"lead by example" and "teaching by example is more important than teaching by words" If you don't set an example and tell the truth, it's easy to get the opposite effect. Take the lead in doing it yourself, let employees learn naturally and "guide with their backs". The influence of silence is very powerful!
2). Win the admiration and trust of employees;
A successful store manager should be compassionate and put himself in the employee's shoes, which is the best way to win the admiration and trust of employees. Without authority and title, you can gain respect and trust and produce wordless leadership.
3). Always check yourself, find shortcomings, and strive to improve:
As a store manager, you must always reflect on yourself, and don't affect the work mood of employees because of your daily behavior.
4). Improve working methods:
In the workplace, we should have a sense of crisis of "maintaining the status quo is outdated", always keep in mind "problem consciousness" and "original price consciousness" to make our work more professional. Only by constantly seeking new knowledge and new methods from work can we create faster and more direct achievements and open up a new realm from continuous research.
5). Good interpersonal relationships can lead to good communication within the organization:
Relatively speaking, the store manager pays more attention to the relationship between superiors and subordinates, and it is the easiest to ignore the feelings of other colleagues; If communication is not done well enough, interpersonal relationships will deteriorate invisibly. Therefore, successful store managers should remember to pay attention to all aspects of their relationships and avoid interpersonal crisis.
6). The mentality of empty cup learning:
Confucius said, "A threesome must have a teacher." The ace store manager needs to reorganize his wisdom with an empty cup mentality to absorb the correct and excellent things of others now. Learn from colleagues, superiors, customers and competitors, and integrate yourself into the enterprise and team. Learning is not only a mentality, but also a way of life.
7). The boss's mentality:
Why are you still working for the boss? That's because you don't think like the boss!
Think like a boss and act like a boss, and you can achieve the same achievements as the boss. Only when managers have the boss's mentality will they work hard, consider the growth of the store, consider the cost of the store, and realize that the business of the store is their own business. You will know what to do and what not to do.
If you muddle along at work, are irresponsible and think that you will always be a migrant worker, then the fate of the store has nothing to do with you. Then, you will definitely not get the boss's approval, and your life value will not be reflected.
Summary: What kind of mentality determines what kind of life. Only when the mentality is solved will you feel that your existence, happiness in life and work, and everything you do are taken for granted.
Management knowledge that store managers should master.
1. Personnel management
Talent is an important asset of an enterprise, and excellent employees have a positive impact on the performance and image of the enterprise. Personnel management is an important part of the store manager's daily work, because on this stage, not one person is acting alone, but a complete story needs multiple roles to be effectively organized together to ensure the quality of the performance. Doing a good job in personnel management of shops plays a vital role in improving work efficiency and sales performance. Shops are widely distributed, open, mobile and complex, which is different from other departments in personnel management. Mastering the methods of store personnel management will be of great help to the daily management of the store manager.
The personnel management of the store mainly includes the following aspects:
1). Control and arrangement of attendance
1- 1). The frequency arrangement is reasonable.
A. Arrange the shifts of personnel according to the number of personnel and business hours, and fill in the shift schedule. (monthly shift schedule);
● When the business hours are long, it can be divided into three classes: morning, middle and evening; When the business hours are short, it can be divided into morning and evening classes; Rest and sick leave can be represented by letters respectively;
● Make a monthly shift schedule with reference to the attendance sheet;
● The store manager usually works in the middle shift, which is convenient to master the operation and personnel situation of the store throughout the day;
● Considering the store sales and passenger flow, consider extending the shift time on Saturday and Sunday appropriately;
B. In normal business activities, employees shall be guaranteed proper rest days every week;
C. key points of succession execution.
● A special shift book can be set up to count the goods and ensure the accurate quantity. Clear handwriting, avoid alteration.
● Shift-changing personnel should clearly record the adjustment and supplement of goods during the shift, so that successors can clearly understand.
● When changing shifts, if there are any customers, you should receive the customers first, and then change shifts after completing the service.
● When continuously inspecting goods, customers shall not be prevented from browsing or trying on them.
● Handover procedures shall be signed and confirmed by both parties to clarify responsibilities.
1-2). Use substitutes effectively.
A. In the peak sales season, festivals or promotional activities, in order to prevent the loss of goods and other unexpected situations, the store manager may apply to the company for additional temporary shift personnel.
B for the substitute teachers who work overtime temporarily, the shifts should be arranged in advance, and the work contents and responsibilities of the substitute teachers should be clarified.
1-3). Be considerate of employees with special difficulties.
For employees who have difficulties in the short term, under the principle of observing the attendance system, they can be properly taken care of in scheduling and overtime.
As a manager, you should accept the opinions of your subordinates.
Some people say that "the superior is lonely". Yes, when a position is promoted to a supervisor, you have to take on more responsibilities and make major decisions. The general supervisor tends to ignore the surrounding voices, listen to the opinions of subordinates and isolate himself. Of course, being an excellent person and managing his professional knowledge, experience and ability is superior to others, but the so-called excellent person who can surpass is more likely to become confident and have a strong leadership tendency. As a result of self-confidence, he doesn't listen to other people's opinions, thus becoming more isolated and establishing an invisible barrier with his subordinates.
As a supervisor, if you want to finish the task on schedule, you must understand the psychology of your subordinates, listen to their opinions patiently, accommodate them, tolerate them and listen is very important. Let's listen and introduce some principles:
Modesty without subjectivity:
Always leave a gap in your mind so that you can listen to and accept other people's opinions. Without barriers, you can't listen to other people's opinions. As the saying goes, "complacency is fatal to learning". If a person often hangs "My idea is not wrong" or "My idea is absolutely correct" when speaking, this subjective consciousness will make him complacent and stop his growth. When listening to others, you must take an objective and frank attitude. For example, when young people talk to their elders, if they think that "times have changed" or "listen to what the old man wants to teach me?" Then, we can know that such communication can't have any results; Of course, even if there are any valuable revelations, experiences, knowledge and suggestions in the conversation, they will all be lost in vain under these concepts. It is also the elders who speak to the younger generation. If there is "What articles do you dare to show off in front of Ben Old Master Q?" The result of this kind of psychology must be the same.
If both sides can hold a kind of "although it is a theory, it is of great benefit to our company's own business development to apply it flexibly in management" or "the original theory is such a thing!" Then both sides will benefit from the absorption of knowledge and experience. Because the elderly have experienced many years of experience and have rich and valuable life experience, although the times are changing, some basic principles and principles are still the same. The younger generation should ask for advice modestly. For things that haven't happened, experienced or can't be understood immediately, we should listen with an open mind, absorb the experience of others and digest them into our own assets, so we will certainly gain a lot. The older generation, even three-year-old children, can get the truth from the conversation if they can listen with the psychology of "being humble", "not ashamed to ask questions" and "never too old to learn". The ancients said, "If you have a threesome, you must have a teacher." Everything in the world is worth learning from. If we can open our hearts and carefully observe everyone and everything around us, then everything is our teacher, which may give us some inspiration, some information and some exercise. It tells us a lot of truth, which can stimulate our creativity or thinking, and also enable us to have a more objective and positive attitude and create a greater cause. The ancients said, "Teaching and learning learn from each other." What a humble attitude, it is worth learning!
3). How does the store manager strengthen his expressive ability?
As a supervisor, when using subordinates, he always wants to do what he wants. It's actually very difficult, but this is the most important condition for being a supervisor. So, how can we learn to express ourselves so that the other party can achieve the effect we want? Let's discuss it below.
As a supervisor, you can't use subordinates if you don't know how to express information. The message here is not just to tell each other a slogan or news. It is an expression ability that can be used in daily life. When we talk to people, if we make them nervous or turn a deaf ear, it can be regarded as our poor expression ability, so we need to strengthen our expression ability and let them accept it clearly. If it is applied to a speech, it can make the audience listen, which is the performance of successful expression ability.
If we advertise in the newspaper and distribute leaflets, it will attract a large number of people, which is also a proof of our success. Another example is that we sell a product and write a discount advertisement, which causes crowds to be crowded and receives better results than expected. This is the success of our information, making customers pay attention to what we want to express.
When we want to express a message, we must be serious, let the other party be psychologically prepared, have time to think about it, and then implement it once we decide to do it. For example, if you ask the other person to "turn right", turning right means thinking of the other person. In fact, "turning" is action. Right gives people time to think about which side is right? Which direction should I go? After the direction is determined, there will be a "turn" action. Only by using their expressive ability flexibly can they influence each other. It is important to know each other's reaction, because it can affect execution. So when a leader must learn to be psychologically prepared before expressing information.