RBSE Prav Voc Retail key terms

The combination of product, price, place, promotion, people, and presentation decisions a retailer uses to attract shoppers and compete in its chosen market.

The operating model of a store, such as kirana shop, supermarket, specialty store, or online seller, defined by range, size, pricing, and service level.

The specific group of buyers a store chooses to serve, described by needs, income, location, and buying habits, and used to guide all merchandising and service decisions.

The range of products a retailer stocks, described by breadth of categories and depth of choice within each category, chosen to match customer demand.

A group of related products that satisfy a similar customer need and are planned, bought, and displayed together, such as beverages or footwear.

A written summary of a typical shopper's age, income, location, preferences, and buying behaviour, used to plan stock, pricing, and store layout.

Dividing a broad market into smaller groups of buyers with similar needs so that a retailer can target offers and messages more precisely.

All the help and attention a shopper receives before, during, and after a purchase, including greeting, advice, billing, and complaint handling.

Agreed rules for how staff behave with customers, such as greeting within a set time, tone of voice, and response times for complaints.

Encouraging a customer to buy a higher-value or upgraded version of what they already intend to purchase, offered only when it genuinely suits their need.

Suggesting related or complementary products that go with the item a customer is buying, such as a phone case with a handset.

A small extra item added to a main purchase at the billing point or during advice, increasing basket value without changing the main product choice.

The structured process of listening to a customer complaint, recording it, resolving it within policy, and following up so the customer feels heard.

Passing a customer issue to a senior colleague or manager when it is beyond the authority, knowledge, or skill of the person handling it.

Features are factual attributes of an item; benefits are what those attributes do for the buyer. Skilled selling links each feature to a customer benefit.

Showing a product in use so the customer can see, feel, or test how it works before deciding to buy.

Responding to a customer's doubts or reasons for hesitation with facts, reassurance, or alternatives, without pressure or argument.

The information printed on or attached to a product pack, including ingredients, quantity, price, batch, date, and statutory warnings.

A code identifying the production run of a product, used to trace items for quality complaints, recalls, or warranty claims.

A diagram showing exactly where each product goes on a shelf or display, including facings and shelf position, so that layout is consistent and planned.

The number of units of one product placed side by side at the front of a shelf, and the act of pulling stock forward so shelves look full.

Using layout, lighting, colour, signage, and display arrangements to make products attractive and easy to find, and to encourage impulse buying.

A purchase made without prior planning, often triggered by product placement near the billing counter or at eye level.

A promotional display placed at or near the billing counter or aisle end to attract attention and prompt last-minute buying.

Putting older stock at the front and newer stock behind so that goods are sold in the order received, reducing spoilage and expiry losses.

First In, First Out: a stock method where goods received earliest are issued or sold first, essential for perishable and dated products.

The stock quantity at which a new order must be placed, set so that normal sales during the delivery lead time do not cause a stock-out.

Extra inventory held beyond expected demand to cover delays in delivery or sudden spikes in sales.

The period between placing a purchase order and receiving the goods into the store, used to calculate reorder levels.

A situation where an item a customer wants is not available on the shelf, causing lost sales and possible loss of customer goodwill.

The difference between recorded stock and actual stock, caused by theft, damage, expiry, or paperwork error, and tracked to control losses.

A physical count of goods compared with records to verify accuracy, identify shrinkage, and correct system errors.

The counter or system where a sale is finalised: items are scanned or keyed, payment is taken, and a bill or receipt is generated.

The locked tray in a till that holds notes and coins for making change, opened only for a transaction or a counted handover.

Comparing the cash counted in the drawer at the end of a shift with the POS sales record to find and explain any difference.

The fixed amount of change money placed in the drawer at the start of a shift so that customer change can be given.

A machine-readable pattern of lines or blocks carrying a product code, scanned at billing to pull up price and update stock records.

Stock Keeping Unit: a unique code for one specific product variant, such as a size and colour, used to track stock and sales precisely.

The date after which a product should not be sold or used, checked during stock rotation and before placing goods on the shelf.

The average value or number of items in a single customer transaction, used to measure selling effectiveness and promotion results.