Haryana BSEH Secondary NSQF Retail flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

Retail

The sale of goods or services directly to the final consumer for personal or household use. It is the last stage of the distribution chain, after manufacturing and wholesaling.

Omni-channel retail

A retail model where store, website and app share integrated stock, pricing, promotions and returns, so customers can move between channels without losing their order or history.

Breaking bulk

A retailer function in which large quantities bought from manufacturers or wholesalers are divided into small units that match what individual customers actually want to buy.

Franchise store

A retail outlet run by an independent operator who pays fees or royalties to use a brand's name, products and systems, while following the franchisor's operating standards.

Open question

A question starting with what, how, which or why that invites a descriptive answer. In selling it is used first, to discover the customer's real need before presenting products.

Feature-advantage-benefit

A selling sequence that names a product feature, explains what that feature does, and then states the concrete benefit for this particular customer's need or situation.

Upselling

Offering the customer a higher-value or upgraded version of the product they are considering, such as a larger pack or premium model, to increase the value of the sale.

Cross-selling

Offering a complementary product that goes with what the customer is already buying, such as shoe polish with shoes, to raise basket size without changing the main purchase.

Service recovery

The process of apologising, listening, fixing the problem or offering options, and following up after a complaint, so a dissatisfied customer is turned back into a loyal one.

Planogram

A diagram that specifies where each product sits on a shelf, how many facings it gets and how much space it occupies. Compliance is checked against it during store audits.

FEFO

First-expiry-first-out: a stock rotation rule for perishable and dated goods where the item with the earliest expiry date is sold or issued first, ahead of older stock.

Goods received note

A document prepared when stock arrives, recording the supplier, purchase order reference, quantity and condition accepted. It is the basis for matching the supplier's invoice before payment.

Power wall

A prominent display area near the store entrance showing the newest or most promoted products at eye level, designed to stop customers and pull them deeper into the store.

Shrinkage

The gap between recorded stock and actual stock, caused by customer or staff theft, supplier fraud, paperwork error, damage or spoilage. It is measured as a percentage of sales.

Reorder level

The stock quantity at which a fresh order must be placed. It equals average daily sales multiplied by supplier lead time in days, plus the safety stock buffer.

Safety stock

Extra inventory held beyond expected demand during lead time, to absorb sudden spikes in sales or supplier delays and prevent stockouts.

ABC analysis

A stock classification method: A items are few but high value and get tight control, B items are moderate, and C items are many but low value and get simple periodic review.

Stock turnover ratio

Cost of goods sold divided by average inventory at cost. It shows how many times stock is sold and replaced in a period; a higher figure means faster movement.

End-cap display

A display placed at the end of a gondola or aisle run, facing the walkway. It is prime selling space, used for promotions, new arrivals and impulse purchases.

Colour blocking

A visual merchandising technique that groups products by colour family on a shelf or display, creating a strong visual impact that draws the eye and looks organised.

Eye-level shelf

The shelf roughly between 1.2 and 1.5 metres from the floor, which is the easiest for adults to see and reach. It is treated as prime selling space.

Cross-merchandising

Placing related products together in one display, such as socks and shoe polish beside shoes, so customers notice and buy complementary items they had not planned to purchase.

Cash drawer reconciliation

Matching expected closing cash, calculated as opening float plus cash sales minus refunds and payouts, against the actual cash counted at the end of the shift.

POS terminal

Point of sale equipment used to scan or key items, calculate the bill with taxes and discounts, record payment and print or send the customer receipt.

GST invoice

A tax document showing the seller's GSTIN, a unique invoice number and date, item description with HSN or SAC code, taxable value, tax rate and amount, and the total payable.

Barcode

A machine-readable pattern of bars encoding a product identifier. Scanning it at the POS pulls the price and description from the store's item master, speeding billing and reducing keying errors.

Active listening

Concentrating fully on the speaker, paraphrasing what was said and asking clarifying questions before replying, so the customer feels heard and misunderstandings are caught early.

Break-even quantity

The number of units that must be sold for total revenue to equal total cost. It equals fixed costs divided by selling price per unit minus variable cost per unit.

Digital literacy

The ability to use devices, apps and the internet safely and effectively, including file management, email, digital payments, billing software and protecting passwords and customer data.

PASS technique

The four steps for using a fire extinguisher: Pull the pin, Aim at the base of the fire, Squeeze the handle, and Sweep from side to side until the fire is out.

Manual handling rule

When lifting in a stockroom, bend the knees, keep the load close to the body, avoid twisting, and use a trolley or ask for help with heavy or bulky items.

STAR method

An interview answer structure: describe the Situation, the Task you faced, the Action you took, and the Result achieved. It keeps examples specific and evidence-based.