Punjab PSEB Senior Secondary NSQF Organised Retail key terms

Retail activity carried out by licensed businesses that run registered outlets, follow standard accounting and taxation rules, employ trained staff, and offer consistent pricing, billing and return policies to shoppers.

Small independent selling activity such as street vending or a neighbourhood kirana shop, where the owner handles buying, selling and accounts informally, often without registration, standard billing or fixed pricing.

The particular way a retailer presents goods to buyers, defined by store size, product range, price level, location and service style, for example a supermarket, department store or convenience store.

A large multi-floor outlet that divides space into separate departments such as apparel, cosmetics and home goods, each with its own staff and billing counter, selling a wide range of branded products.

A business arrangement where an independent owner pays fees and royalties to use a recognised brand's name, products and operating methods, while following the franchisor's rules on pricing, layout and service standards.

The planned arrangement of fixtures, aisles, billing counters and product sections inside a sales area, designed to guide shoppers smoothly, expose them to more products and reduce crowding.

A layout of parallel aisles and rectangular fixtures, typical of supermarkets and pharmacies, which lets shoppers move systematically past many products and makes cleaning and stock replenishment easy.

A layout with curved, uneven paths and scattered fixtures rather than fixed aisles, used in boutiques and apparel stores so customers wander freely and displays feel attractive and relaxed.

A diagram showing exactly which product goes on which shelf, at what position and in what quantity, helping staff keep displays uniform and making best-selling items easy for customers to find.

The help and attention a shopper receives before, during and after a purchase, including greeting, product guidance, billing speed, packing and complaint handling, which together decide whether the customer returns.

A planned approach to collecting and using customer information such as contact details, purchase history and preferences, so a retailer can send relevant offers and keep buyers loyal over time.

A membership scheme that rewards repeat purchases with points, discounts or gifts, letting the store identify regular customers, track their spending and encourage them to choose the store again.

The steps a store takes to correct a failure such as a wrong bill, delayed delivery or rude behaviour, aiming to satisfy the affected customer and stop the complaint spreading to other shoppers.

A four-stage model of selling in which the salesperson first attracts Attention, then builds Interest, creates Desire for the product and finally prompts Action by asking the customer to buy.

Persuading a customer to choose a higher-priced or larger version of the item they already intend to buy, usually by explaining added features, longer warranty or better value per unit.

Suggesting related or complementary products that go with the customer's main purchase, such as a belt with trousers or a case with a phone, raising the bill and completing the customer's need.

The skill of responding calmly and factually when a customer raises doubts about price, quality, fit or need, so the concern is answered and the sale can move forward.

The use of display arrangement, lighting, colour, signage and props inside and outside a store to make products attractive, tell a theme and encourage shoppers to stop, look and buy.

A small branded stand, shelf strip or counter unit placed close to the billing counter or beside the product it advertises, designed to trigger a last-minute impulse purchase.

A staged arrangement of products in the store's front glass area, changed according to season or promotion, whose job is to attract passers-by and hint at what is available inside.

The smallest unit of stock that a retailer tracks separately, identified by a unique code combining product, size, colour or pack, so that quantity and price can be managed accurately.

The stock quantity at which a fresh order must be placed, calculated so that normal sales during the delivery period do not leave the shelf empty.

Extra inventory held beyond expected demand to cover sudden sales spikes, late supplier deliveries or forecasting errors, so that customer orders are not lost.

A stock rotation rule under which the oldest received stock is sold or issued first, reducing expiry, fading and obsolescence, and especially important for perishable, dated or fashion items.

The loss of stock value caused by theft, shoplifting, supplier short-supply, damage or record errors, measured by comparing physical stock with book stock during verification.

The electronic billing machine or computer at the counter that scans barcodes, calculates the bill, applies taxes and discounts, records the sale and prints or sends the customer receipt.

A machine-readable pattern of parallel lines and numbers printed on a product or label, which a scanner reads to fetch the item's price, code and stock record at billing.

A small float of cash kept at the store for minor day-to-day payments such as courier charges or local purchases, recorded in a voucher book and replenished against receipts.

The end-of-day check in which cash in the drawer, card and digital receipts and the amount shown by the billing system are matched, and any shortfall or excess is investigated.

Concentrating fully on what a customer says, noting tone and body language, asking clarifying questions and repeating the main point back, so the real need is understood before suggesting a product.

Posture, gestures, eye contact, facial expression and the distance a retail employee keeps from a customer, all of which signal attentiveness, confidence and respect without a word being spoken.

Personal cleanliness, neat uniform, tidy hair, trimmed nails and light fragrance maintained by store staff, which build customer confidence and reflect the standards of the retail brand.

Safety items such as gloves, masks, closed shoes, aprons or goggles that protect workers from injury, chemicals, dust or infection while handling stock, cleaning or working in storage areas.

A practised rehearsal in which staff and customers follow marked routes to exit the building and gather at a safe assembly point, so that a real fire or emergency causes no panic.

Indian law that gives buyers rights against defective goods, poor service, misleading advertisements and unfair trade practices, and provides commissions where consumers can file complaints and claim redress.

A person who spots a market opportunity, arranges money, people and suppliers, takes the financial risk and runs the venture, gaining profit or bearing loss from the decision.

A written document describing a venture's product, target customers, location, competitors, marketing approach and expected costs and earnings, used to guide operations and to seek finance.

The money a retailer needs for day-to-day running, such as buying stock, paying rent, wages and electricity, calculated as current assets minus current liabilities.