Haryana BSEH Senior Secondary NSQF Retail key terms

The business activity of selling goods or services directly to final consumers for their own personal or household use, rather than for resale or further business processing.

The particular combination of size, product range, pricing level and service style that shapes how a store sells to customers, such as a supermarket, department store or convenience store.

A small neighbourhood shop, common across India, that stocks everyday groceries and household goods, serves local customers on credit and often delivers to nearby homes.

A large specialised store that offers a very deep range within one product category at low prices, drawing customers from far away and pressuring smaller general retailers.

A diagram that shows exactly where each product should sit on a shelf or fixture, including facing count and position, so that display stays consistent across stores.

One unit of a product placed at the front edge of a shelf so the label and pack face the shopper; the number of facings signals how much space a product has earned.

A store floor plan using parallel aisles and right-angled counters, typical of supermarkets, which makes movement predictable and allows efficient stocking and self-service.

A floor plan with curving paths and scattered fixtures rather than fixed aisles, encouraging browsing and used in fashion and lifestyle stores to make shopping feel relaxed.

The first few metres inside a store entrance where shoppers slow down and adjust, so retailers avoid placing high-margin products there and instead use it for greeting or promotions.

The complete set of products a retailer chooses to stock, described by its breadth (how many categories) and depth (how many variants within each category).

A unique code identifying one specific item by size, colour, flavour or pack, used so that stock, prices and sales can be tracked separately for each variant.

A planned or forced reduction in the selling price of stock, usually to clear seasonal or slow-moving goods before they lose all value.

The amount added to a product's cost to arrive at its selling price, often expressed as a percentage of cost or of the final retail price.

The use of window displays, mannequins, lighting, colour and prop arrangements to attract shoppers, show products at their best and encourage them to enter and buy.

A small stand, shelf strip or counter unit placed where customers pay or decide, designed to prompt a last-moment purchase of a promoted or impulse item.

A buying decision made on the spot without prior planning, often triggered by attractive display, placement near the till or a limited-time offer.

The practice of collecting and using customer information such as purchase history and preferences to build loyalty, personalise offers and keep buyers returning to the store.

All the help a retailer gives before, during and after a sale, including greeting, product advice, billing, complaint handling and returns, which shapes the customer's overall experience.

The steps taken to fix a service failure and restore customer goodwill, such as apologising, replacing a faulty item or offering a fair remedy quickly.

A scheme that rewards repeat customers with points, discounts or exclusive benefits in exchange for continued purchases and shared contact details.

The total profit a retailer expects to earn from one customer over the whole period of their relationship, used to justify spending on retention.

Persuading a customer to buy a higher-priced or upgraded version of what they asked for, by explaining added features and benefits that better suit their need.

Suggesting related or complementary products alongside the main purchase, such as recommending a case with a phone or socks with shoes.

A selling technique that pairs a factual product characteristic with the practical advantage it gives the customer, helping the buyer see personal relevance.

Responding to a customer's doubts about price, quality or suitability with information, evidence and empathy so that hesitation does not end the sale.

The stage where the salesperson asks for the buying decision, using signals such as a trial close, choice of two options or summary of agreed benefits.

The counter or terminal where the transaction is completed, where prices are calculated, payment is taken and a receipt is generated.

A printed pattern of lines and numbers that a scanner reads to identify a product and pull up its price and stock details at billing.

The locked tray at the billing counter that holds notes and coins, opened only through the till and counted at shift start and close.

Comparing the cash physically counted in the drawer with the amount the billing system says should be there, to detect errors, shortfalls or theft.

A measure of how many times stock is sold and replaced over a period, showing whether goods move quickly or sit idle on shelves.

Extra inventory held beyond expected demand to cover delays in supply, sudden spikes in sales or errors in forecasting, preventing empty shelves.

The stock quantity at which a fresh order must be placed, set so that normal demand is met before the new delivery arrives.

The loss of stock value caused by theft, supplier fraud, damage, expiry or record errors, measured as the gap between book stock and actual stock.

A physical count of goods on hand compared with records, done periodically to verify accuracy, find shrinkage and correct system errors.

The combination of tools a retailer uses to stimulate sales, including advertising, sales promotions, personal selling, public relations and direct marketing.

The display area at the store front used to stop passers-by, tell a product story and signal current offers or season, ideally changed frequently.

A light, helpful style of selling in which the staff member mentions add-ons, alternatives or larger packs without pressuring the customer.

The difference between net sales and the cost of goods sold, expressed as an amount or percentage, showing what is left to cover running costs and profit.

Paying full attention to a speaker, noting words and tone, and confirming understanding by summarising or asking questions before replying.

Information given to a person about how their work or behaviour was received, which, when specific and timely, helps them improve performance.

The formal process by which a customer complaint is recorded, investigated and resolved within a stated time, with the outcome communicated back to the complainant.

The act of spotting a market opportunity, arranging resources and taking calculated financial risk to start and run a retail venture.

A written document setting out a venture's product, target customers, market analysis, operations, costs and financial projections, used to guide action and raise funds.

The practices and precautions that protect workers from injury at the workplace, such as safe stacking, clear walkways and correct lifting technique.

The safe lifting, moving and storing of goods using correct posture, trolleys and team lifting to avoid strain and accidents in the stockroom.

The cleanliness practices that prevent contamination and illness, including hand washing, clean uniforms, sanitised surfaces and safe food storage in retail settings.

Precautions and procedures that prevent and respond to fire, covering extinguisher types, clear exits, evacuation routes and staff drills.