Retail Operations Course

Lesson 1 • Core Retail KPIs and Metrics

Introduces the quantitative measures used to evaluate store health. Provides the measurement vocabulary needed throughout the course.

Lesson 2 • The Customer Journey in Retail

Traces the path customers take from awareness to purchase and return. Grounds operational decisions in customer experience outcomes.

Lesson 3 • The Retail Industry Landscape

Covers major retail formats, channels, and competitive dynamics. Establishes context for all operational decisions covered later in the course.

Lesson 1 • Assortment Planning Principles

Explains how to select and balance product ranges for target customers. Links assortment decisions to sales forecasts and margin goals.

Lesson 2 • Category Management Basics

Introduces the category-as-a-business-unit approach to merchandising. Enables students to optimise a category's contribution to total store performance.

Lesson 3 • Pricing Strategy and Execution

Teaches cost-based, competitive, and value-based pricing methods. Ensures students can set and adjust prices to meet margin targets.

Lesson 4 • Visual Merchandising Fundamentals

Covers layout, display, and signage techniques that influence purchase behaviour. Connects visual execution to conversion rate improvement.

Lesson 1 • Receiving and Stock Processing

Details procedures for accepting, verifying, and processing inbound shipments. Accurate receiving prevents downstream inventory discrepancies.

Lesson 2 • Inventory Fundamentals

Defines key inventory concepts including stock-keeping units, on-hand counts, and turnover. Establishes the baseline knowledge for all inventory control activities.

Lesson 3 • Replenishment and Ordering Systems

Covers manual and automated methods for restocking shelves and placing orders. Reduces stockouts and overstock through disciplined replenishment cycles.

Lesson 4 • Shrink Prevention and Control

Identifies sources of inventory shrink and countermeasures for each. Directly reduces loss and improves gross margin performance.

Lesson 1 • Transaction Accuracy and Audit

Teaches methods for verifying transaction integrity and identifying errors. Supports financial accountability at the store level.

Lesson 2 • Cash Drawer Management

Details opening, balancing, and closing cash drawer procedures. Prevents cash discrepancies through disciplined till management.

Lesson 3 • Payment Methods and Processing

Covers cash, card, digital wallet, and gift card acceptance procedures. Ensures accurate tender handling across all payment types.

Lesson 1 • Needs Assessment and Selling Skills

Teaches consultative questioning to uncover customer needs and recommend solutions. Bridges service quality with sales performance outcomes.

Lesson 2 • Service Standards and Culture

Defines what excellent retail service looks like and how to embed it in team behaviour. Aligns individual actions with brand service promises.

Lesson 3 • Returns, Refunds, and Policy Execution

Covers how to process returns fairly while protecting store profitability. Ensures policy compliance without damaging customer relationships.

Lesson 1 • Health, Safety, and Compliance

Covers workplace safety obligations, hazard identification, and emergency procedures. Protects employees and customers while meeting regulatory requirements.

Lesson 2 • Daily Store Opening and Closing

Outlines the task sequences required to open and close a store correctly. Consistent execution prevents security gaps and operational delays.

Lesson 3 • Loss Prevention and Store Security

Integrates physical security measures with staff behaviour to deter theft and fraud. Reinforces shrink control concepts introduced in inventory management.

Lesson 4 • Store Standards and Housekeeping

Defines cleanliness, organisation, and presentation standards for the sales floor. Directly impacts customer perception and safety compliance.

Lesson 1 • Scheduling and Shift Management

Teaches schedule creation, shift assignment, and real-time adjustment techniques. Ensures coverage while managing overtime and compliance obligations.

Lesson 2 • Onboarding and Training New Associates

Details structured onboarding processes that accelerate new hire productivity. Reduces early turnover through clear expectations and supported learning.

Lesson 3 • Retail Workforce Planning

Covers how to forecast labour needs based on traffic, sales, and task volume. Aligns staffing levels with operational demand and budget constraints.

Lesson 4 • Coaching, Feedback, and Performance

Provides frameworks for delivering effective feedback and managing performance gaps. Builds a culture of continuous improvement on the store floor.

Lesson 1 • Financial Goal Setting and Accountability

Links financial targets to team behaviours and operational priorities. Creates a performance management loop between data and daily execution.

Lesson 2 • Retail P&L Structure

Breaks down the profit and loss statement specific to retail operations. Connects each line item to controllable store-level actions.

Lesson 3 • Expense Management and Control

Covers controllable expense categories and techniques for staying within budget. Directly improves store-level profitability without sacrificing service.

Lesson 4 • Sales Reporting and Analysis

Teaches how to extract insights from daily, weekly, and period sales reports. Enables proactive responses to sales trends before they impact results.