WBCHSE HS Vocational Organised Retailing key terms

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

Retail trade carried out by registered businesses that use formal management systems, standard operating procedures, trained staff, and usually multiple outlets or modern formats such as supermarkets and chain stores.

Traditional retailing by small, independent shopkeepers and vendors who operate informally, often with family labour, limited records, and little standardisation of pricing, display, or service.

A person or business that buys goods from wholesalers or manufacturers and sells them directly to end customers, adding services such as assortment, display, and convenience.

The sequence of organisations, people, activities, and resources that move a product from raw material or producer through distribution to the final consumer.

A defined type of retail store or selling channel characterised by its size, product assortment, price level, location, and customer service style, for example a supermarket or convenience store.

A large self-service food and grocery store offering a wide range of daily-use products, usually with checkout counters and trolleys, and often part of a chain.

A very large retail store combining a supermarket with general merchandise, offering food, clothing, electronics, and household goods under one roof at competitive prices.

A large retail store organised into separate departments, each selling a distinct category such as clothing, cosmetics, or home goods, with central billing and customer service.

A small retail outlet located near residential areas, open long hours, selling a limited range of daily necessities, snacks, and beverages at slightly higher prices.

A retail store that focuses on a narrow product category, such as footwear, books, or electronics, and offers deep assortment and knowledgeable service in that category.

The buying and selling of goods or services over the internet, including websites and mobile apps, with payment and delivery handled online or through logistics partners.

The planned arrangement of fixtures, aisles, departments, and checkout points within a retail store to guide customer movement and maximise sales and convenience.

A diagram or map that shows exactly where products should be placed on shelves and fixtures, including facing, quantity, and height, to maintain a consistent display.

The place in a store where a customer pays for goods, and the computerised system used there to record sales, calculate totals, accept payment, and print receipts.

A printed pattern of parallel lines and spaces that encodes product information, read by a scanner at checkout or in stock handling to identify an item quickly and accurately.

The set of procedures for receiving, counting, securing, and recording cash payments in a retail business, including opening a till, giving change, and daily reconciliation.

The assistance and experience a retailer provides before, during, and after a purchase, including greeting, answering queries, resolving complaints, and ensuring satisfaction.

The skill of persuading customers to buy by identifying their needs, presenting suitable products, answering objections, and closing the sale while maintaining trust.

A selling technique in which staff encourage a customer to buy a higher-priced or upgraded version of the product they are considering, after understanding their needs.

A selling technique in which staff recommend related or complementary products to a customer who is buying something else, such as suggesting a case for a phone.

The planning and presentation of products in a store to attract customers and increase sales, including assortment selection, shelf placement, pricing display, and promotional signage.

The use of design elements such as window displays, mannequins, lighting, colour, and signage to present products attractively and encourage customers to enter and buy.

The range of products a retailer offers, described by its breadth (number of categories) and depth (varieties within a category) to meet target customer needs.

The stock of goods a retailer holds for sale or use, including items on shelves, in storage, and in transit, tracked to avoid shortages and excess.

Extra inventory kept in reserve to cover unexpected demand or delays in supply, protecting the store from stock-outs without excessive overstock.

A measure of how many times a retailer's average stock is sold and replaced over a period, calculated to show how efficiently inventory is managed.

The storage and handling of goods in a dedicated facility before they are moved to stores or customers, including receiving, stacking, picking, and dispatch.

The loss of retail stock due to theft, shoplifting, employee dishonesty, supplier fraud, damage, or administrative error, measured as a difference between recorded and actual stock.

The exchange of information within a retail organisation and with customers, including instructions, product information, promotions, feedback, and complaint handling through appropriate channels.

A communication skill in which a person gives full attention, observes body language, avoids interruption, and confirms understanding by summarising or asking questions.

The personal cleanliness, neat dress, and professional appearance expected of retail staff, which builds customer confidence and reflects the store's image.

The organised movement of people out of a store or workplace during a fire, bomb threat, or other emergency, following marked exits and assembly points.

The practices and conditions that protect employees and customers from accidents and injuries in a retail setting, including safe floors, lighting, storage, and equipment use.

The process of identifying a business opportunity, arranging resources, and taking financial risk to start and run a new venture, such as an independent retail shop.

Working for oneself as a business owner or freelancer rather than being employed by an organisation, common in small retail and service ventures.