Store Operations and Merchandising
This section covers Store Operations and Merchandising. The exam tests daily store routines, layout, display, planograms, price presentation and queue management.
Core rules
Opening routine: unlock, disarm alarm, check lights and refrigeration, inspect cleanliness, count opening cash, check displays and signage, and review the day's promotions. Closing routine: reconcile cash, secure high-value stock, clean, switch off non-essential equipment, record issues and lock.
Merchandising places the right product in the right quantity at the right place and time. A planogram is a diagram of shelf positions. Use eye-level space for high-margin or impulse items, keep heavy items low, group complementary products, and ensure price tags match shelf labels. Facing means pulling products to the shelf edge. Store layout should guide customers from entrance to high-destination goods, with clear aisles, visible billing and safe exits.
Worked example
A store finds that biscuit sales are flat although the category is profitable. The merchandiser moves biscuits from the bottom shelf to eye level near the tea counter, adds a small 'tea-time combo' sign, and ensures all packs are faced. After two weeks, sales rise because visibility and complementary placement increased impulse purchase. The reasoning is not 'raise the price'; it is 'improve placement and cross-merchandising'.
Traps
Do not block aisles or emergency exits with promotional bins. Do not overface a slow mover and crowd out fast sellers. Do not leave expired or damaged packs on display. Do not let shelf labels disagree with the POS price.
Key points
- Follow a documented opening and closing checklist.
- Use planograms and eye-level placement strategically.
- Cross-merchandise complementary products.
- Keep price tags and POS prices consistent.
- Protect aisles, exits and safe access.