Maharashtra SSC Store Operations Assistant Pre-Voc/NSQF flashcards

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

Retail definition

Retail is the sale of goods or services to the final consumer for personal or family use. The retailer is the last link in the distribution chain before the product reaches the customer.

Conversion rate

Conversion rate equals the number of sales transactions divided by footfall, multiplied by 100. It shows how many store visitors actually bought something during the period.

Shrinkage

Shrinkage is the gap between recorded book stock and actual physical stock. It is calculated as book stock minus physical stock, divided by book stock, expressed as a percentage.

Hypermarket format

A hypermarket is a very large self-service store combining a full food range with general merchandise such as clothing and electronics. It offers wide assortment and low prices under one roof.

Grid store layout

Grid layout uses parallel aisles and shelving with a clear main path. It suits supermarkets and pharmacies because customers move predictably and find categories quickly.

Free-flow layout

Free-flow layout arranges fixtures in curved, irregular paths with open space. It is common in apparel and specialty stores and encourages browsing, but uses floor space less efficiently.

Racetrack layout

A racetrack or loop layout provides one main aisle that circles the sales floor and passes every department. Department stores use it to expose customers to the full range.

Planogram

A planogram is a diagram showing the exact position, facing count and quantity of each product on a fixture. Staff set displays to it and supervisors check compliance against it.

End cap

An end cap is the shelving unit at the end of a gondola facing the aisle. It is a high-visibility position used for promotions, new products and impulse items.

Vertical merchandising

Vertical merchandising places a brand or category in a vertical block from top to bottom shelf. The eye travels down the block, making the range easier to see and compare.

Facing or blocking

Facing means pulling products to the front edge of the shelf and aligning labels so the display looks full and tidy. Each item should have at least two facings to be noticed.

Cross-merchandising

Cross-merchandising displays related products together, such as batteries beside toys or socks beside shoes. It reminds customers of complementary needs and raises the average basket size.

FEFO rotation

FEFO means first expiry, first out: stock with the earliest expiry date is sold or issued first. It is used for perishables, medicines and other date-sensitive products.

Goods received note

A goods received note records what was actually received: item, quantity, condition and date. It is matched with the purchase order and supplier invoice before payment.

Three-way match

The three-way match compares the purchase order, the goods received note and the supplier invoice. Item, quantity and price must agree before the invoice is approved for payment.

Quarantine area

A quarantine area is a marked space where damaged, expired or disputed stock is held. It is kept separate from saleable stock until returned, written off or disposed of with approval.

Safe lifting technique

For safe lifting, bend the knees, keep the load close to the body, keep the back straight and avoid twisting. Use a trolley or a two-person lift for heavy loads.

Reorder level

Reorder level equals average daily sales multiplied by lead time in days, plus safety stock. When stock on hand falls to this level, a new order is placed.

Stock turnover ratio

Stock turnover ratio equals cost of goods sold divided by average stock value. A low ratio indicates overstocking or slow-moving items that tie up working capital.

ABC analysis

ABC analysis ranks stock by value: A items are few but high value, C items are many but low value. Counting and control effort is concentrated on A items.

Delivery challan

A delivery challan is the supplier's document listing the goods sent, with quantity and description. It accompanies the delivery and is checked against the purchase order on receipt.

Active listening

Active listening means giving full attention, not interrupting, and paraphrasing the customer's words to confirm understanding. It reduces errors and makes the customer feel respected.

Complaint handling steps

Handle a complaint by listening without argument, apologising for the experience, clarifying facts, offering a solution within policy, acting on it, and following up afterwards.

Open question

An open question begins with what, how, why or which and invites a detailed answer. Sales staff use it to discover the customer's real need before suggesting a product.

Cash drawer reconciliation

Expected cash equals opening float plus cash sales minus refunds and petty cash paid out. Variance is counted cash minus expected cash, and any difference must be explained.

Tax invoice contents

A tax invoice shows supplier name and GSTIN, invoice number and date, customer details, description with HSN or SAC code, taxable value, and the CGST, SGST or IGST charged.

Cash handling rules

Cash handling rules: one cashier per drawer, opening float counted and recorded, no personal money in the drawer, drawer locked when unattended, and change counted back aloud.

Hand washing steps

Wet hands, apply soap, rub palms, backs, between fingers and under nails for at least twenty seconds, rinse well, then dry with a clean towel or air dryer.

Spill response

For a spill, place a wet-floor sign, cordon the area, clean with the correct cleaning agent, dry the floor completely, and only then remove the warning sign.

5S housekeeping

5S stands for sort, set in order, shine, standardise and sustain. It keeps the workplace clean, organised and safe, and reduces time wasted searching for items.

STAR interview method

STAR means situation, task, action, result. It structures an interview answer by describing the context, what you had to do, what you did, and the outcome achieved.

Break-even quantity

Break-even quantity equals fixed costs divided by selling price per unit minus variable cost per unit. It is the sales volume at which total revenue equals total cost.

Practical assessment checklist

Practical work is marked against an observation checklist covering each step, safety, hygiene and communication. Skipping a step such as greeting or a safety check loses marks even if the result is right.