STORE Manual - NAACCR
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General instructions in the main manual are applicable in the absence of site-specific instructions. All modules include the extent of disease and surgery codes, and solid tumor coding rules. Some modules include site-specific coding guidelines.
The surgery codes in this document are identical to the STORE manual; only formatting and annotations may vary. Persons with disabilities having difficulty accessing information on this page may e-mail for assistance. Expand All Collapse All. Liver Intrahepatic Bile Ducts. Subglottic Larynx Supraglottic Larynx.
For a store to succeed, it needs to have the products to satisfy its customers. This is the fourth area of retail operations: inventory management. Stores do their best to balance supply and demand for products in a constant cycle of selling and restocking.
If a product does sell well, the store increase its inventory. It may sound simple, but the quirks of supply and demand can make inventory management difficult.
Problems in the supply chain can make it hard to get hold of desired products. A sudden shift in demand, such as a new product making an older one less attractive, can catch a store by surprise. Managing the supply chain: Operations people manage relationships with suppliers, distributors and other vendors, and keep products coming to the store for retail sale to customers.
Problems can arise in the supply chain, which can result in bottlenecks, backorders, or quality issues, and store operations people handle them. The final area of operations responsibility is store operations management. The store manager is responsible for keeping daily operations functioning smoothly and managing employees.
The store manager reports to regional or corporate managers, or an owner, and may have to follow broad strategies or directives from them. But within the environment of the store, the store manager is the boss and is often responsible for all aspects of its performance, including its finances.
Other areas of responsibility may include:. Store owners are typically focused on long-term strategy and business success. They may hope that everyone cares as much about the business as they do, but they may realize no one will care more than they do.
So they may work long hours to make it a success, as many driven, ambitious owners do. Store managers also focus on success, but perhaps from a more tactical view of daily operations. Still, depending on the business, a store manager may create or contribute to overall strategy.
In some cases, such as a smaller business, an owner may depend heavily on his manager to run the business, including setting strategy. For store employees, such as sales associates, the focus is typically the daily customers they attend to. The best employees demonstrate a sense of drive and responsibility. To run smoothly and efficiently, stores should define their daily, weekly, and monthly processes in written standard operating procedures.
These procedures can be paired with checklists to ensure they are being carried out properly, by the correct people at the correct time. Virtually every operations function detailed in this article should have a written procedure compiled into an operations manual to ensure uniformity and consistency.
Here are examples:. Download Merchandise Handling Checklist. Download Customer Service Checklist. Running a store efficiently and smoothly requires a disciplined approach. These checklists show the range of things customers might judge in a store and what staff can do to make sure daily operations run smoothly. Download Store Cleaning Checklist. Download Daily Store Opening Checklist. Download Daily Store Closing Checklist.
We asked seven retail operations professionals to give us their top two or three tips for store operations. Hyun Lee is Growth Manager at Qminder , a queue management system that improves customer experiences at physical locations.
Here are his tips:. Jason Parks, Co-Founder of DermWarehouse , a dermatologist-backed skin care and beauty e-commerce website that sells its products throughout the United States, suggests these tips:. Get a POS system that connects with your online inventory.
Shopify, for example, has its own POS system which ties your online and storefront inventory and sales together, which is very nice. Capture email addresses from all of your customers at your storefront location.
Email marketing has a great ROI. You want to make sure that your first-time customers turn into repeat customers, and capturing the email is a crucial step in accomplishing this. Just leaving a notebook by the checkout area promoting upcoming discounts can also help to capture emails. Here are her thoughts :. She advises:. Evaluate open hours: Independent retailers depend upon foot traffic for their sales, so they need to study when people are moving past their stores and be open at those times.
Too many retailers on Main Street cling to their 9 to 5 or 10 to 6 hours when the most people are actually on Main Street in the evening. Uniforms: I am a huge believer in providing sales staff with some kind of uniform or distinctive identifying clothing item that clearly defines them as people there to help.
It depends on the work they do on the sales floor, not the stockroom. Store owners need to be on the floor, greeting guests and modeling the customer service that they expect from their sales staff. She suggests:. Keep the retail area pleasing to the eye. Change the look of retail displays including windows every four to six weeks.
Maximize the CRM system. Track customers' purchases in order to create customized promotions. Offer ongoing training - especially when it comes to product knowledge. It is so important that they [employees] are well versed on all products offered. Customer service training is also a must. Bob Clary is Director of Marketing for DevelopIntelligence , which creates, delivers and manages highly customized learning solutions. Here are his thoughts for expanding online:. Be lean. Square footage is at a premium, so you need to focus inventory and shelf space on what can turn quickly, both for online and offline sales.
Consider using 3PL third-party logistics partners for distribution if you are expanding online. They can help you scale quickly, and you can always bring things back in-house at a later date. Andy Hill is CEO of Startle International , which provides background music and other digital services to retail and hospitality venues to improve their customer experiences and increase spend.
Give them a real reason to visit that provides an advantage over e-commerce - and offer both physical and online experiences that can integrate to create convenience and personalization for consumers. Most sales still take place in physical stores, but e-commerce keeps rising each year. Amazon and other online retailers continue to grow, while many brick-and-mortar retailers have declined steeply in recent years.
We asked our experts, How do you tear down the walls between physical stores and online? Here are their tips:. In-store technology can be expensive and problematic to use, but even simple things like signage and indicators that tie online with brick-and-mortar can bring the two experiences together. Professionals have to take this seriously. They must commit their day-to-day activities to provide a seamless offline and online experience. Product pictures must represent the product realistically.
Fit, description, colors, material all have to be realistic. Service should be A-plus both online and offline. No hiccups website does not load, broken pages, lag vs. We offer the same products and services, but with the added convenience of being mobile. For example: When you commission us to make a custom piece of jewelry, you can now follow the same process either online or in-person.
You don't miss out if you don't come to the store. We consult via Skype, email you and split screen with you to review your CAD rendering, mail you your 3D printed prototype, and mail or hand-deliver your final product. Where people feel like they are shopping with people, not a faceless conglomerate. It's why we do Facebook Live - it's a driving force toward our crystal ball. Our phrase is when you shop with us online, we will do everything except hand you a cup of coffee.
Amazon is of course the biggest beneficiary of that trend. But when customers want a shopping experience, they are attracted to specialty independents with a different point of view and a grounding in their local communities. They simply don't go to the malls anymore for either their buying or shopping needs.
The retail apocalypse testifies to that. This allows customers to engage more with the products and the brand. By linking this to the online platform, retailers can showcase more choice that perhaps isn't available in that particular store, or allow customers to place instant orders if something is out of stock in the store.
Pop-up stores - also called pop-up retailing, pop-up shops, and flash retailing - are temporary sales spaces often designed to take advantage of a trend.
They may be in regular retail spaces, as a store-within-a-store, in mall kiosks, or in vendor stands, shipping containers or even motorized vehicles taking a cue from the food truck trend. Because of the temporary nature of pop-up stores, operations may be sized down to a manageable level. You may remove cash from the premises upon closing for security.
Advertising and promotion often needs to take place quickly, since there might not be time for a slow build of business. Sometimes, existing businesses use pop-up stores to extend their brands. For example, Amazon has been rolling out pop-up shops in U. The same business that caused so many difficulties for brick-and-mortar stores now has one - plus pop-ups.
Businesses have even emerged to help merchants find temporary space. With each change in the retail operations landscapes, new opportunities arise. With pop-ups, retailers can move more quickly and take advantage of an opportunity without the full weight of a permanent brick-and-mortar store. With the rise of e-commerce and technology, the store of future may come sooner than we think. We asked our experts: Looking into your crystal ball, what will the store of the future look like?
Obviously there's Amazon - they're taking over retail. If retail businesses don't adapt, they will surely lose out in the battle.
Amazon prepped for both online and offline stores, and they are rolling in the products fast. The other side is stores with great customer experiences. The ones that truly cater to customers' needs. The ones where the customers go in and feel like home - or feel like they can open up to you. These stores will not just have products on a shelf with a cashier. There has to be active, personal service involved when anyone walks in the venue.
The majority of the products will be listed online but the store will be the place where you can interact with other customers, employees, and learn more about the brand. We are already seeing a shift in this direction in both the physical and online landscape. For us in custom jewelry that means video chat and 3D printing. Hopefully the melding of the two retail spaces will continue. With luck, the next big change will be virtual reality shopping where the customer can visit their favorite store, view the products, interact with the staff, make a purchase, but never leave their chair.
No matter what the future turns out to be, the customer experience is the key to success when we discuss combining online and physical retail spaces.
But for Main Street retailers, the store of the future is going to look more like the store of the past, not necessarily the real past but the nostalgic past that people long for. They long for the warm, neighborly feeling that Main Street used to represent, where people knew your name, greeted you like a friend, and welcomed you into the store as warmly as they would welcome you into their home. So for Main Street retailers, they need to draw inspiration for the store of the future from the past.
From the displays to packaging to inventory - everything is going to be simplified. A major return to outstanding customer service will be the norm. Other stores will be smaller and deliver equal choice to online. With intelligent digital signage, the brick-and-mortar buying experience will be more enjoyable and interactive, particularly with the use of 3D and AI.
These stores will also offer delivery to home or a next-day pickup at the store and returns , to compete with the likes of Amazon and other e-commerce giants.
The retail field has become increasingly sophisticated with data and tech advances. Here are types of retail education:. Empower your people to go above and beyond with a flexible platform designed to match the needs of your team — and adapt as those needs change.
The Smartsheet platform makes it easy to plan, capture, manage, and report on work from anywhere, helping your team be more effective and get more done. Report on key metrics and get real-time visibility into work as it happens with roll-up reports, dashboards, and automated workflows built to keep your team connected and informed. Try Smartsheet for free, today. In this article. The next six sections provide a more detailed overview of responsibilities that may fall under the field of retail store operations: Design Customer Service Cash, Fraud, and Internal Controls Product Inventory Administration Store Management.
Store Design Responsibilities Design and aesthetics are a major part of the shopping experience. Store location: As the adage goes, location, location, location. Another consideration is the display layout. Racks, shelves, or displays can be arranged straight, at angles, or in a geometric pattern to create visual interest in addition to organization.
Similarly, traffic patterns for customers can be gridded, almost like streets, looping or curving, or more free flowing. Changes in these patterns can affect what customers see and what they purchase. Creating departments within a store: This is important for item findability in a store, as well as for delivering tailored customer service.
Visual merchandising and display: Create attractive displays of products to set a tone and an expectation. A pleasing display of merchandise sends a message to the would-be buyer, and so does a sloppy, unkempt table. Even the height at which items are placed can make a big difference. Some professionals use a retail planogram, a type of diagram, to detail the placement of items in a store.
Store atmosphere: Lighting, music, and consistent overall store maintenance create a pleasant atmosphere that makes customers want to shop there. Unpleasant factors like clutter, odors, inadequate air conditioning, or unserviced restrooms can turn off customers.
At the best stores, employees strive to create a pleasant atmosphere that helps to define the brand. Signage: Posting signs, both outside and inside, help to direct customers and make them aware of products, services, and offers. Without good signage, a store can be difficult to navigate, and customers might not see what store managers want them to see. Store space management: Avoid clutter and disorganization by managing space well in the store.
Make items easily accessible and use out-of-the-way space for storage. The following questions address elements of customer service: How are customers greeted when they enter the store? Is there a familiarity with repeat customers?
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