Reprint the following information for reference

How to be a good store manager

Store Manager Manual

1. The identity of the store manager

2. The abilities that a store manager should have

3. The qualities that a store manager cannot have

4. The store manager’s daily activities

5. Store manager’s management authority

1. Personnel management 2. Out-of-stock management

3. Loss management 4. Cashier management

5. Reports Management 6. Hygiene management

7. Promotion management 8. Training management

9. Management of rewards and punishments 10. Management of goals

11. Management of intelligence 12. Management of complaints

13. Management of emergencies 14. Management of cost reduction

15. Security management 16. Contact with headquarters

17. Management of store equipment 18. Confidentiality management

6. Store manager’s self-examination

7. Store manager’s assessment

This manual It is to help the store managers of each bakery store understand their scope of responsibilities and better complete the store manager's tasks.

1. The identity of the store manager

1. The representative of the company’s business store

From the moment you become the store manager, you are no longer a store manager. As an ordinary employee, you represent the overall image of the company and the company's business stores. You must stand on the company's side, strengthen management, and achieve the company's operating efficiency goals.

2. Achievers of turnover goals

The store you manage must be profitable to prove your value. In the process of achieving the goal, your management and example , will be extremely important, so the achievement of the turnover target of 50 is dependent on your personal outstanding performance.

3. The commander of the business store

A small business store is also a collective. It must have a commander, that is you. Not only must you use your talents, but also To shoulder the responsibility of directing other employees - to help every employee develop their talents, you must use your own actions and thoughts to influence employees, rather than letting employees affect your judgment and thinking.

2. The abilities that a store manager should have

1. The ability to guide

Refers to the ability to reverse old ideas and enable them to maximize their talents, so as to Increase turnover.

2. Educational ability

Be able to discover the deficiencies of employees and help them improve their abilities and qualities

3. Data calculation ability

Master, learn, and analyze reports and data] to know the performance of your store

4. Goal achievement ability

Refers to achieving goals.

The required organizational skills and cohesion, as well as the ability to control employees

5. Good judgment

Have the correct judgment when facing problems and be able to solve them quickly

6. Professional knowledge and ability

Understand the cakes and breads you sell and the knowledge and skills necessary for business services

7. Business store management Ability

Refers to the management skills necessary for business store operation

8. The ability to manage people and time

9. The ability to improve service quality

Refers to making services more rational and giving customers a sense of intimacy, convenience, trust and comfort

10. The ability to train yourself

To keep up with the times and improve yourself , grow happily with the company

11. Honesty and loyalty

3. Qualities that a store manager cannot have

1. Reporting beyond the level and making one's own decisions (referring to sudden changes) (sexual problems)

2. Shirking and evading responsibility

3. Criticizing the company in private and complaining about the company's current situation

4. Not setting goals and not believing You and your employees can create business miracles

5. When you have merit, enjoy it alone

6. Not good at using the strengths of the clerk, only seeing the shortcomings of the clerk

7. Unwilling to train subordinates, unwilling to let employees surpass themselves

8. To superiors or the company, report good news rather than bad news and only choose nice things to say

9. Unwilling to be strict When managing a store, I just want to be a good person

IV. A day’s activities of the store manager

1. Preparation for opening the door in the morning (half an hour before opening the store)

A: Employees confirmation, status of attendance and leave, and the mental status of personnel.

B: Inspection of business stores: review of inventory, inventory of new goods, display of items, store cleaning, lighting, prices, equipment, change, etc.

C: Yesterday Analysis of turnover: specific number, whether it is falling or rising (find out the reasons), looking for ways to increase turnover

D: Announce the business target for the day

2. Arrive after opening the store Noon

A: Confirm the focus of today’s work and how much sales will be done today

Which products will be promoted today

B: Tracking of business issues (equipment repair, Lighting, product arrangement, etc.)

C: Compare the sales volume/amount of pastry cakes and bread in the store

D: When is the business peak today?

3. Noon shift lunch

4. Afternoon (1:00~3:00)

A: Train and talk to employees and boost morale

B: Handle and report the problems found

C: Survey of nearby peer stores (how does the business compare with ours)

5. Evening (3: 00~6:00)

A: Confirm the completion of sales

B: Check the overall situation of the store

C: Instruct the successor or agent Notes

D: Carry out ordering work and coordinate with the headquarters

6. Evening (6:00~closed)

A: Promote products and try your best to complete them Goal of the day

B: Inventory of items, cashiering

C: Making daily report

D: Completion of closing work

E: Making Good job of leaving the store (to ensure the safety of the store at night)

5. Store manager’s authority

1. Management of employees

A: Management of attendance : It is strictly forbidden to be late, leave early, and strictly abide by discipline

B; Service management: Attract repeat customers with high-quality services

C: Work efficiency management: Continuously improve the work speed and efficiency of each employee Quality of work

D: Management of nonconformities.

Generally divided into two situations:

*Retraining unqualified employees

*Dismissing incurable employees

2. Lack of Management of goods

Out-of-stock is the direct cause of failure to increase sales. Therefore, when placing an order, the specific business conditions must be considered. Every once in a while, the order quantity should be consciously increased to avoid turnover remaining unchanged or declining

3. Loss management

Loss is divided into internal loss and external loss.

The store manager must understand that losses have an extremely serious impact on profits. In the bread business, for every one yuan lost, 3 to 5 yuan more items must be sold to make up for the loss, so control losses. , which means increasing profits.

A: Internal losses

The business store mainly collects cash, which is the main income of the bakery. If losses are caused by human factors in the checkout process, it will directly affect the turnover of the store you manage. The biggest human factor is the theft of cash or the more covert theft of company property.

(1) When the following situations occur to a store clerk, the store manager should be alert and observe whether the clerk has any motive for loss

* Employees leave the store without asking for leave

*The clerk has no evidence but suspects others are dishonest

*There is too much change in the cash register (or the cashier does not enter the bank that day)

*The clerk has an abnormal work attitude

*The clerk complained that it was difficult to reconcile the report with the cash receipts and payments

*The clerk complained that there was a problem with the cash register

When the above problems occur, the store manager should investigate in a timely manner and know where the problem is found Root cause and resolve quickly.

(2) There are several symptoms when a clerk goes astray

* Advanced short overflow, the cash received is always less than the amount in the report, and false statements are even made to match the cash income. .

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*Employees deliberately give less when giving customers change

*Store clerks commit suicide

*Steal products when opening and closing doors

*After get off work or Stealing products or cash during breaks

When the above situation occurs, the first thing to do is to seize favorable evidence, and the second thing to do is to be fired resolutely (implemented after reporting to the company)

(3) Operation Loss caused by negligence

* Price tag placement or labeling errors

* Account inspection errors

* Store door not locked

* The validity period of the item has expired

B: External loss

(1) Loss caused by supply, transportation or collusion with employees

*The shipping note shows signs of alteration

, and leave the shipping order

*Do not let the salesperson carefully order the goods

*Do not notify the salesperson when the product enters the store

*The porter quickly gives the order to the salesperson Or the store manager gives free samples and gives small favors

*Attempts to threaten the clerk to inspect him

*The clerk privately orders orders from the workshop

*The clerk is unhappy with her work or Strong dissatisfaction with the company

* Employees have unusual financial pressure

(2) Losses caused by improper ordering and acceptance

* Products that should be ordered are not ordered , but I ordered something that I shouldn’t have ordered

*I failed to check the product name, quantity, quality, validity period, and label

*Forgot to put the accepted product on the shelf

Solution

----Order in appropriate quantities, but consciously order more quantities over a period of time to increase turnover

----Strict inspection before ordering Inventory and sales volume

----Refer to previous orders

----Single large orders should be tracked

-- --Check the delivery invoice

----Problem products will be rejected. Rejected products should state the reasons and sign the names of the delivery and store managers

----For products that do not have a shipping order for the time being, the name and number of the product must be recorded for future verification

(3) Loss caused by improper return handling

*Bread, Cakes whose shelf life has expired must be returned

*Dirty or damaged products must be returned

*Packs delivered without an order (except for new products with notice) must be returned

*The return form must be consistent with the actual amount and sent to the headquarters together. It cannot be handled privately

*For returns caused by intentional damage by personnel, the parties involved must be held accountable

(4) Loss of goods stolen by customers

*Customers bring large bags into the store

*Customers leave the store with items without paying

*Customers eat while walking without paying

*Customers enter the store to shop together to cover theft

When encountering the above situation, the clerk should pay attention at all times and take the initiative to serve. Reduce the chance of theft

(5) Losses caused by operational errors

*No record of other business transfer products

*No record of compensation to customers

*No record of customer discounts

*No record of temporary returns and exchanges

*No record of promotional products

*Various items for personal use There is no record of consumable items (such as brooms, rags, etc.)

(6) Loss caused by robbery

Preventing robbery is a must-know thing for night business

*The store should be bright

*The cash register should only hold a certain amount of cash

*The lights should be turned on at night

*Stay alert

Things to note when a robbery occurs

* Follow

Robber's instructions

*Keep calm and don't panic

*Carefully observe the robber's characteristics: age, gender, appearance, color, clothing, height (car, license plate, etc.)

* Call the police as soon as possible after the incident, maintain the scene, and make a record of the robbery process for those present

* At the same time, notify superiors (do not overstep the notice), suspend business, and post Announcement of Internal Adjustments

*Waiting for the opinions of the police and superiors

(7) Losses caused by accidents

*Fire

*Floods

*Winds

*Power outages

*Fights and brawls

*Accidental injuries

occurrences In the above situation, the store manager should report it to his immediate superior and then find relevant personnel to solve the problem

4. Cashier management

* Cashier operations cannot be entered by mistake or incorrectly entered

*The store manager is responsible for clearing the cash register

*If the cash at the register does not match the account, the reason should be found out

*The cash collected must be kept safely

*The cash register must prevent theft by individual employees

5. Management of statements

*The statements must be filled in correctly and cannot be changed after signing

*Be careful and ask for reasons if you find any alterations

*Report errors should be reviewed strictly

-----Which ones sell well

--- --Which ones are not selling well

-----Find out the reasons

6. Hygiene management

Hygiene includes in-store hygiene and outside-store hygiene

A: The sanitation inside the store must be cleaned at all times to make customers feel spotless, so that customers will come back

B: The sanitation outside the store must also be actively cleaned to avoid hindering the movement of customers

Cleanliness is an important condition for making bread. Modern bakeries are becoming more and more competitive. Therefore, they must do better than others in order to attract customers.

7. Promotion management

A: Before promotion:

Responsibilities of the store manager

Job responsibilities:

1. Maintain good sales performance in the store;

2. Strictly control the loss in the store;

3. Maintain neat and vivid displays in the store;

4. Reasonably control personnel costs and maintain high efficiency of employee work;

5. Maintain good customer service in the store;

6. Strengthen fire prevention, theft prevention, work injury prevention, and safety and security;

7. Review in-store budget and in-store spend.

Main tasks:

1. Fully responsible for store management and operation;

2. Develop store sales and gross profit plans and guide their implementation;

3. Communicate and implement the work plan of the marketing department;

4. Coordinate public relations with local government departments;

5. Responsible for contact and communication with regional headquarters and other business departments;

6. Responsible for the selection and evaluation of personnel in various departments of the store;

7. Guide the business work of each department in the store and strive to improve sales and service performance;

8. Advocate and urge the implementation of the business philosophy of "customers first, service first" and create a warm, polite, clean and comfortable shopping environment;

9. Control the loss rate, personnel costs, and operating costs, and establish a "low-cost" business concept;

10. Carry out inventory management to ensure sufficient goods, accurate inventory and timely issuance of orders

;

11. Supervise store promotion activities;

12. Ensure operational safety, strictly implement daily management of cleaning, fire prevention, and anti-theft, as well as daily repair and maintenance of equipment;

13. Responsible for the training of all store personnel;

14. Authorize the manager on duty to handle store affairs;

15. Responsible for other daily affairs in the store and handling abnormal situations.

Auxiliary work:

1. Guide the on-the-job training of other store personnel;

2. Assist the headquarters in handling public affairs;

3. Feedback information regarding operations to the head office.

Store manager job responsibilities:

1. Job responsibilities

(1) Communicate goals to subordinates and master daily, weekly, monthly, Cumulative target achievement status, leading employees to complete designated sales targets issued by the company, achieving countermeasures based on performance status, leading employees to provide high-quality customer service, and strive to achieve the best turnover for the company.

(2) Supervise store administration and business work: host morning and evening meetings and keep records.

(3) Analyze sales work, check the supply of goods daily, replenish best-selling products in a timely manner, and make reasonable sales suggestions or withdraw unsalable products to ensure daily sales.

(4) Arrange the clerk to carefully count the goods entering (exiting) the store. If any discrepancy is found, report it to the company immediately.

(5) Effectively manage and utilize resources, such as manpower, goods, store displays, promotional supplies, etc.

(6) Regularly provide training, education and guidance to employees: all rules and regulations related to store work standards.

(7) Communicate various projects and promotion tasks assigned by the company, and train and manage all employees.

2. Personnel Management

(1) Guide the discipline and attendance of subordinate employees.

(2) Arrange the shift schedule, make appropriate modifications according to the actual situation, and ensure that subordinates come to work on time.

(3) Recommend personnel transfers, disciplinary sanctions, promotions of subordinates, etc.

(4) Responsible for enforcing grooming standards and uniform standards.

(5) Train employees on product knowledge, sales skills and other related work knowledge.

(6) Understand company policies and operating procedures, explain them to employees, and promote implementation.

(7) Ensure that every employee understands store safety and emergency instructions.

(8) Clearly understand relevant employment regulations and explain relevant company rules and benefits to employees.

(9) Hold in-store work meetings: host morning and evening meetings, keep records, discuss store operations and business matters with employees, give full play to employees' ownership spirit, communicate in a timely manner, and achieve common sense.

3. Customer Service

(1) Guide subordinate employees to sell goods in a professional and enthusiastic manner and provide high-quality customer service.

(2) Effectively handle customer complaints and reasonable requests.

(3) Establish a good relationship between customers and the company.

(4) Establish customer contact files to better serve customers.

4. Goods Management

(1) Increase the replenishment amount according to the actual inventory and sales situation of the store to ensure that the inventory in the store is appropriate or sufficient.

(2) According to company requirements, display goods correctly (including POP, shelves, window displays, etc.).

(3) Change the display method of inventory in the store according to the flexible trend of market changes.

(4) Supervise the receipt, return and transfer of goods and ensure that they are correct.

(5) Supervise the neatness, cleanness and smoothness of the displayed goods.

(6) Pay attention to market trends, analyze customer feedback, and provide timely feedback and positive opinions to the company.

5. Store Operations

(1) Supervise the sales work of the entire store.

(2) Responsible for opening and closing stores, supervising cashier procedures and operating computer equipment.

(3) Keep the goods yard and warehouse neat and clean.

(4) Maintain the normal operation of lights, music, and instruments (air conditioners/tools) throughout the venue.

(5) Ensure that the interior and exterior of the store are decorated and the shelves are in good condition.

(6) Supervise all store decoration and maintenance matters.

(7) Responsible for the safety and fire prevention of goods, property and cash in the store.

(8) Responsible for display work and maintaining the display of goods in the yard according to the company’s display requirements.

(9) Ensure that weekly business reports and analysis of business status are submitted on time and accurately.

(10) Drive all employees to effectively improve sales performance.

(11) Prepare weekly/monthly work plans and ensure that all types of documents are properly filed and processed.

(12) Host various store meetings and serve as a communication bridge between employees and the company.

(13) Regularly arrange shopping guides to understand the trends of other brands, promptly report to the company, strengthen consultation and circulation, and monitor the arrangement of promotional activities (including manpower arrangements and normal circulation of gifts according to promotion requirements).

(14) Responsible for returns, transfer of goods and timely input into the computer or account.

Store manager performance evaluation criteria

1. Achieve monthly sales targets.

2. Improve the team cohesion and centripetal force of subordinate employees towards the enterprise.

3. Provide a good and comfortable sales environment.

4. Have the obligation to protect all property in the store.

5. Strictly implement the company's various systems.

6. The accounts are clear and the items are consistent.

7. Submit various monthly business reports to the company on time.

Position: Deputy store manager

Direct superior: Store manager

Direct subordinate: senior shopping guide, trainee shopping guide

Job functions ;Assist the store manager in the management of the store under his jurisdiction

Function description:

(1) Store operation

●Assist the store manager in supervising store sales and maintaining operations normal.

●Responsible for pre-opening or closing-related work.

●Maintain store arrangement, rectification, cleaning, sweeping, and literacy work.

●Assist the store manager in handling all maintenance work.

●Responsible for the safety of goods, property and cash in the store.

●Assist in all store display work.

●Ensure that music provided by the company is played in the store.

●Assist the store manager to complete various reports and document work.

(2) Goods Management

●Assist the store manager to maintain sufficient inventory in the store.

●According to the guidance of the company's VI manual, display goods correctly (including shelves, POP, etc.).

●In response to market changes, it is recommended to change the way products are displayed in the store.

●Assist in supervising receipts and returns and ensuring they are correct.

●Pay attention to market trends, analyze customer feedback, and report relevant suggestions to superiors.

(3) Customer Service

●Assist and guide subordinate employees to sell goods in a professional manner and provide high-quality customer service.

●Handle customer complaints and reasonable requests.

●In addition to having the responsibilities of a shopping guide, you must also be strict with yourself, set an example, abide by the company's disciplines, and set an example to be the successor of the store.

(4) Personnel Management

●Assist the store manager to arrange breaks reasonably and assist in implementation according to company regulations.

●Assist in enforcing appearance standards and uniform standards.

●Assist in training employees on product knowledge, sales skills and other related work knowledge.

●Assist the store manager in other tasks and proactively review and propose improvement methods.

●Assist in hosting morning or evening meetings to strengthen communication with employees.

●Handle interpersonal relationships among colleagues fairly and improve team spirit.

Performance evaluation criteria

1. Achieve monthly sales targets.

2. Improve the team cohesion and centripetal force of subordinate employees towards the enterprise.

3. Provide a good and comfortable sales environment.

4. Have the obligation to protect all company property.

5. The intensity of implementing the company’s various systems.

6. The accounts are clear and the items are consistent.

7. Submit various monthly business reports to the company on time.