Retail Store Manager

SYLLABUS/ CURRICULUM

This Programme is aimed at training candidates for the job of “Retail Store Manager”, in the
“Retail” Sector/Industry and by the end of the program aims at building the following key
competencies amongst the learner:

1 Optimize inventory to ensure 2 Adhere to standard operating

maximum availability of stocks and procedures, processes and policies at
minimized losses the store while ensuring timely and
accurate reporting
Manage sales and service delivery to Execute visual merchandising displays as per
3 4
increase store profitability standards and guidelines

5 Ensure overall safety, security and 6 Implement promotions and special events at
hygiene of the store the store
7 Lead and manage the team for 8 Conduct price benchmarking and market study
developing store capability of competition

This course encompasses 8 / 8 NOS of “Retail Store Manager” - RAS/Q0107, Qualification

Pack issued by RASCI.

S.No Module/Topic Durati Key Learning Outcomes NOS

on Code
(hrs)
1. Optimize Performance Criteria RAS/N0152
inventory to The learners will be able to:
ensure maximum  Maintain, conform and implement the
availability of following as per seasonality and market
stocks and trends:
minimized losses a. stock levels like average stock level,
re-order level
b. inventory budgets
c. purchase procedures
 Record and control the following:
a. ageing of products
b. vendor norms about stocks/return
and damages
c. credit period offered by vendors
d. price cover policy offered by vendors
e. reverse logistics policies of the
organisation viz-a-viz vendors’ policies
 Maintain accurate records of stocks bought
and sold
 Record costs during stock movements

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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Develop team understanding of stock
management systems being followed by
organisation
 Control shrinkage/pilferage of products to
minimize losses
 Maintain records on shrinkage/pilferage of
products
 Establish a timely and well-coordinated stock
take process
 Maintain accurate recording and transmission
of data
 Determine recording and re-checking of
variances
 Analyse stock-take data as required by
organisation
 Ensure safety and well-being of team involved
in stock-take
Knowledge and Understanding Organizational
Context:
The learners will be able to apply knowledge of:
 Organization policies on stock management
 Organization policies on ordering, receipt and
dispatch of goods
 Statutory rules and regulations related to
inventory management

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 Concept of inventory management
 Negotiation techniques with vendors
 Methods of stock taking
2. Adhere to standard Performance Criteria RAS/N0153
operating The learners will be able to:
procedures,  Implement processes in alignment to store
processes and policy
policies at the store  Describe relevant store policies/guidelines to
while ensuring the team
timely and accurate  Cooperate and collaborate with authorities to
reporting conduct store audits as required
 Understand all non- compliance issues and
work towards resolving the same
 Sign off all legal contracts in alignment to
statutory requirements
 Sign off and honour all terms and conditions
in employee contracts
 Describe to the team the importance of
records to be maintained
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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Describe the importance of accurate and
error-free collection, preservation and
transmission of data
 Conduct checks and audits to ensure quality
of data for records

Knowledge and Understanding Organizational

Context:
The learners will be able to apply knowledge of:
 Organization and store policies
 Vendor policies
 Statutory guidelines
 Government policies and statutes on which
the industry operates and the dos and don’ts
related to the same
 Records to be maintained at the store level
 Data to be shared with stakeholders and
formats thereof

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 Data mining systems and tools being used by
the organization
 Internal and external audit process
3. Manage sales and Performance Criteria RAS/N0154
service delivery to The learners will be able to:
increase store  Understand and implement policies related to
profitability store upkeep and maintenance
 Ensure store upkeep and maintenance of all
equipment in line with policy
 Ensure timely checks and repairs of all store
equipment
 Describe to the team about operating and
maintaining store equipment
 Train the team to identify key repeat
customers and develop customer retention
strategies to build brand loyalty
 Implement strategies to generate additional
footfalls
 Build relationships with new and existing
customers to augment business and brand
reputation
 Train and work with team to implement
customer engagement initiatives to enhance
customer satisfaction

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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Establish a mechanism for collecting feedback
from customers for further improvement of
service
 Develop robust post-sales services to build
brand loyalty and customer satisfaction
 Establish a system for addressal of escalations
and analyse the cause of escalations to
prevent recurrence
 Set sales targets and develop a strategy for
achieving the targets
 Communicate sales targets and plans to team
and motivate team to achieve the targets
 Determine requisite resources required to be
able to perform optimally to achieve targets

Knowledge and Understanding Organizational

Context:
The learners will be able to apply knowledge of:
 Standard operating procedures and policies
 Customer life cycle
 Performance management
 Project management

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 Systems used to access customer data
 Systems used by organization to monitor
operations and service
 Guidelines relating to maintenance of store
equipment
4. Execute visual Performance Criteria RAS/N0155
merchandising The learners will be able to:
displays as per  Establish conformance to retail processes like
standards and stock rotation, adjacency
guidelines principles and product display norms
 Train staff on concept of planogramming and
its effective implementation
 Confirm that display of products is aligned to
updated store planogram
 Support company officials for carrying out
necessary audits and checks
 Impart training to team on:
a. guidelines for store lay out
b. guidelines for display of merchandise
and promotion elements (brand and
category wise)

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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
c. guidelines for executing promotional
events
 Negotiate with vendors on spacing
requirements of the store as against the
vendor plans
 Negotiate with vendor to arrive at a profitable
revenue understanding as against space
allocation
 Confirm vendors’ compliance to visual
merchandising guidelines

Knowledge and Understanding Organizational

Context:
The learners will be able to apply knowledge of:
 Visual merchandising guidelines of the
organization
 Visual merchandising norms of the vendors
 Focus products
 Merchandising schemes and visual display
themes for the season

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 Marketing and promotions
 Merchandising principles
 Planogramming and its execution
5. Ensure overall Performance Criteria RAS/N0156
safety, security and The learners will be able to:
hygiene of the  Explain store policy and procedures in regards
store to health, hygiene and safety clearly and
accurately
 Organise training at regular intervals on
health, hygiene and safety
 Provide access to team members on relevant
store policies
 Provide clear and accurate information on
identified hazards and risk control procedures
to team members
 Resolve issues raised by staff in alignment
with store policies
 Establish resource requirements to ensure
safe lifting or shifting and manual handling
techniques are applied by staff
 Establish resource requirements to handle
store emergencies in the prescribed frequency

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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Establish and maintain reporting procedures
to facilitate communication and recording of
details of safety-related incidents
 Create awareness on ‘Prevention of Sexual
Harassment’ and enforce adherence to policy
 Organise mock fire and safety drills at regular
intervals
 Adhere to personal grooming standards for
self as well as team
 Ensure management of and conformation to
store security procedures
 Ensure training of team to handle emergencies
 Ensure implementation of security measures in
case of emergencies
 Cooperate with officials in carrying out all
audits and checks
 Establish resource requirements to ensure
equipment is maintained and stored safely
 Establish and maintain procedures for risk
assessment and integrate with systems of
work
 Ensure availability of trained staff to handle
financial processes
 Ensure adherence to security procedures with
respect to identification of authorities and
implementation of financial processes

Knowledge and Understanding Organizational

Context:
The learners will be able to apply knowledge of:
 Organizational policies on health, safety and
security
 Organizational policies and procedures with
respect to financial transactions

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 Possible safety hazards in a retail environment
 Emergencies in a business environments
 International best practices to minimize thefts
and losses in retail environment
6. Implement Performance Criteria RAS/N0157
promotions and The learners will be able to:
special events at  Develop strategies to drive promotions and
the store special events
 Develop team competence in effective
implementation of in-store promotions
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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Collect and preserve promotion-related data
for future analysis and working
 Implement organisational processes on
collection and transmission of
promotion related information and data
 Conduct data analysis as required by head
office and share relevant feedback
 Understand the promotion and its
requirements completely
 Explain promotion to relevant team members
thoroughly and collaborate to identify
required resources
 Provide required resources to team for
effective implementation of promotion
Knowledge and Understanding Organizational
Context:
The learners will be able to apply knowledge of:
 Promotional norms of the organization
 Promotional norms of the vendors
 Category norms for display

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 Basics of marketing and promotions
 Case-studies on promotional schemes in retail
stores
7. Lead and manage Performance Criteria RAS/N0158
the team for The learners will be able to:
developing store  Analyse current and projected volume and
capability type of work to be undertaken
 Determine staff recruitment needs and
compare with store performance plans
 Identify cost effective channels of manpower
sourcing and interview effectively to recruit
quality manpower
 Follow human resource policies to support
recruitment of staff
 Identify future manpower requirements
based on projected store plans
 Establish and foster effective and open
communication channels with store staff
 Guide staff regarding individual and team’s
roles and responsibilities
 Set performance expectations in line with
organisational policies
 Delegate accountability and authority to the
team based on individual strengths
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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Consult with team members and share
feedback whenever required
 Eliminate bias and ensure equal opportunity
to all staff
 Foster effective team collaboration and take a
leadership role to resolve intra-team conflict
 Follow and establish self-grooming & hygiene
practices in line with store policy for self and
team
 Establish and communicate the goals and
objectives of roles in line with organisational
policies
 Provide support to individuals and teams to
enhance performance and achievement of
organisational goals and completion of work
requirements
 Provide ongoing personal advice, coaching
and mentoring to staff to build skill and team
performance
 Conduct performance appraisals according to
the organisation’s standard procedures
 Define and discuss career paths with team
members to ensure motivation and enhance
retention
 Identify training needs to improve
performance
 Manage poor performance in line with
organisational standards, policies and
procedures, and legal requirements

Knowledge and Understanding Organizational

Context:
The learners will be able to apply knowledge of:
 Recruitment norms of the organization
 Performance management policies
 Training and development policies
 Concept of team dynamics

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 Interviewing techniques
 Feedbacking techniques
 How to train, coach and mentor team
members
8. Conduct price Performance Criteria RAS/N0159
benchmarking and The learners will be able to:
market study of
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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
competition  Identify and describe all policies related to
collection of market data
 Identify team members for collection of
market information
 Train team members in critical activities
involving market study
 Ensure collection of relevant data and analysis
of the same to identify product line
performance
 Communicate all analysis data to head office
on the basis of collected market
data
 Provide input to the merchandising /category
teams on best prices offered by competitors

Knowledge and Understanding Organizational

Context:
The learners will be able to apply knowledge of:
 Organizational policies related to collection of
market data
 Statutory requirements related to collection
of market data

Technical Knowledge:
The learner will be able to apply technical knowledge
of:
 How to create data collection questionnaire
 How to analyze collected data
Core Skills / Generic Skills
9. Writing Skills On the job the individual needs to be able to: All 8 NOSs
 Create relevant reports on inventory
 Complete forms related to stock movements
 Draft emails to team and other stakeholders
with relevant data and facts
 Populate documents related to statutory
records
 Populate documents related to store audits
 Populate documents needed by vendors as
per their policies and requirements
 Draft relevant reports
 Create reports on sales and service delivery
 Complete documents related to customer
acquisition and retention
 Populate documents related to store audits
 Record impact of merchandising changes,
new themes and schemes
 Record impact of promotions and offers
 Populate reports related to safety and security
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Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Record exceptional situations and the
handling of the same
 Record impact of promotional themes and
schemes
 Record interview assessment / feedback form
 Conduct annual appraisals and create reports
 Create documents and reports required
during coaching interventions
 Record survey data
 Create survey reports
 Complete documentation accurately
 Collate simple data when required
10. Reading Skills On the job the individual needs to be able to: All 8 NOSs
 Read and understand vendor contracts
 Check and audit reports
 Analyse reports
 Read and interpret documents related to
statutory guidelines
 Read and interpret documents related to
organizational guidelines
 Read and interpret terms mentioned in
vendor contracts
 Read and understand the store operations
manual
 Read and understand documents related to
policies
 Read and understand documents related to
customer complaints and requests
 Read documents related to merchandising
issued by the head office
 Read documents related to merchandising
issued by business partners and vendors
 Read and interpret documents related to
safety and security
 Read and interpret cases related to
exceptional situations
 Read documents related to promotions issued
by the head office and brand partners
 Read and understand appraisal
documentation
 Read and understand developmental reports
 Read and understand human resource policies
 Read and understand populated survey forms
 Read and understand survey reports
11. Oral On the job the individual needs to be able to: All 8 NOSs
Communication  Explain relevant organizational policies to
(Listening and vendors
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Page Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
Speaking skills)  Explain stock taking process to team
 Communicate with internal teams to ensure
smooth conduct of all processes related to
cyclical counts and audits
 Communicate relevant policies and guidelines
to internal teams
 Communicate with authorities conducting
audits and furnish required information
without revealing confidential data
 Explain operating processes to team and
customers, as required
 Communicate with external and internal
customers to address requests and complaints
 Explain organization requirements to team
with respect to policies and guidelines
 Communicate with internal teams to explain
and understand relevant policies and
guidelines
 Communicate planogram change/s to team
 Explain organization requirements to staff and
concerned authorities with respect to safety
and security
 Address grievances and complaints of internal
and external customers with respect to safety
and security
 Explain organization requirements to vendors
 Communicate with internal teams to explain
promotions
 Explain team policies with reference to
resource recruitment
 Explain team processes of reviews and
appraisals
 Explain processes of conducting market study
to team
Professional Skills
12. Decision Making On the job the individual needs to be able to: All 8 NOSs
 Make appropriate decisions regarding the
responsibilities of the job role
 Make appropriate decisions regarding the
responsibilities of the job role
 Delegate suitable tasks to appropriate team
members to improve efficiencies
 Make appropriate decisions regarding the
responsibilities of the job role
 Delegate suitable tasks to appropriate team
members to improve efficiencies

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Page Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Make appropriate decisions regarding
placement of merchandise
 Make appropriate decisions regarding the
responsibilities of the job role
 Delegate suitable tasks to appropriate team
members to improve efficiencies
 Make appropriate decisions regarding the
responsibilities of the job role
 Make appropriate decisions regarding the
responsibilities of the job role
 Delegate suitable tasks to appropriate team
members to improve efficiencies
 Make appropriate decisions within the
purview of responsibilities of the job role
 Delegate suitable tasks to appropriate team
members to improve efficiencies
 Make appropriate decisions regarding the
responsibilities of the job role
 Delegate suitable tasks to appropriate team
members to improve efficiencies
13. Analytical On the job the individual needs to be able to: All 8 NOSs
Thinking  Interpret and infer data
 Break down complex problems into single and
manageable components within his/her area
of work
 Analyse data and relevant reports
 Interpret and infer marketing and promotion
data
 Analyse data and relevant reports related to
inventory management and stock movement
14. Critical Thinking On the job the individual needs to be able to: All 8 NOSs
 Apply, analyze, and evaluate the information
gathered from observation, experience,
reasoning, or communication, as a guide to
thought and action
15. Problem Solving On the job the individual needs to be able to: All 8 NOSs
 Identify problems immediately and take up
solutions quickly to resolve delays
 Think through the problem, evaluate the
possible solution(s) and adopt an optimum
/best possible solution(s)
 Address customer queries, escalations and
grievances
16. Customer On the job the individual needs to be able to: All 8 NOSs
Centricity  Build customer relationships and use
customer centric approach
 Build relationships with customers, statutory
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Page Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
bodies and vendors by using customer centric
approach
 Build relationships with vendors for smooth
execution of visual merchandising displays
 Develop strategy for promotions and special
events keeping the customer buying decisions
in mind
 Build intra/inter team relationships
17. Plan and Organize On the job the individual needs to be able to: All 8 NOSs
 Complete tasks efficiently and accurately
within stipulated time
 Plan and track activities to ensure adequate
stock levels
 Delegate tasks to team members to ensure
completion of work efficiently and keeping
team motivated at the same time
 Complete tasks efficiently and accurately
within stipulated time through effective
planning and organizing
 Draw up plans to achieve sales targets
 Plan and organize service feedback
files/documents
 Schedule daily activities and draw up
priorities; allocate start times, estimate
completion times and materials, equipment
and assistance required for completion
 Organize elements of visual display to attract
customer attention
 Schedule daily activities and draw up
priorities; allocate start times, estimate
completion times, materials and equipment
required for completion
 Plan and organize mock drills, training at
timely intervals
 Schedule daily activities estimate materials,
equipment and assistance required to work in
a conducive environment
 Plan and organize promotions and special
events by drawing up objectives and desired
outcomes from the promotions and special
events
 Draw up priorities; allocate start times,
estimate completion times and materials,
equipment and assistance required for
successfully launching promotions and special
events
 Plan and organize regular performance
reviews
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Page Curriculum Syllabus for Retail Store Manager
S.No Module/Topic Durati Key Learning Outcomes NOS
on Code
(hrs)
 Plan and organize training in alignment to
training plans
 Plan and organize developmental sessions
with the team
18. Time On the job the individual needs to be able to: All 8 NOSs
Management  Complete tasks efficiently and accurately
within stipulated time
19. Computer Skills On the job the individual needs to be able to: All 8 NOSs
 Create and modify reports
 Browse and identify relevant information
from the internet, as required

(This syllabus/ curriculum has been approved by RASCI)

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Page Curriculum Syllabus for Retail Store Manager