Welcome To: Module: Roles and Responsibilities Copyright 2008 Hotspot

Learning Objectives At the end of this modules, you’ll be able to: Understand various tasks, roles and responsibilities of the staff in a store. Copyright 2008 Hotspot

Roles and Responsibilities The primary responsibility of the staff at any Hotspot store is to ensure a “Delightful Hotspot Experience” for the customer. All staff members need to adhere to their specific responsibilities based on their role in the Hotspot outlets. Copyright 2008 Hotspot

Store Manager (SM) The SM should move around the store to facilitate customer interaction. Is responsible for completing the final transaction (payment process and receipt generation) with the customer. Should work towards achieving the stores sales targets as specified by the Business Development Manager (BDM) and Area Sales Manager (ASM). Should handle customer complaints and issues. Provide daily feedback to BDM/ASM. Should ensure availability of updated price list, at all times. Should check with BDM/ASM for the same. Should ensure that the store opens and closes as per the scheduled time. Should train sales executive/sr. sales executive to ensure proper product display and positioning. Copyright 2008 Hotspot

SM (Cont’d) Is responsible for security and safety of stock, cash, and infrastructure. Should provide daily reports to BDM/RSM on slow and fast moving stocks. Should keep a track of In/Out movement of stores - new stock/repairable/returnable items. Should monitor attendance and punctuality of store staff. Should ensure staff is customer oriented and presentable. Should ensure proper scheduling of the weekly-off for the sales staff. Should support BDM/ASM to provide on-job-training to store staff. Copyright 2008 Hotspot

Sales Executive (SE)/Partners Promoters The SE and partners promoters are responsible for managing sales and enhance better customer relationships. Should project an image of professionalism while dealing with customers through positive, enthusiastic, and courteous behavior. Should welcome the customer and interact to understand their needs and requirements. Should provide features, advantages, and benefits of the different products. Should ensure completion of proper documentation for sales of all products. Should work as a team to meet the sales target of the store. Copyright 2008 Hotspot

Sales Executive (SE)/Partners Promoters (Cont’d) Should effectively handle customer complaints and issues. Should provide feedback to SM or Store in-charge on the same. Should keep a track of walk-in customers. Should assist the SM/SIC in day-to-day store operations and administrations. Should adhere to company policies and procedures. Should ensure proper display and positioning of all products. Is responsible for the security and safety of products/stock in the store. Copyright 2008 Hotspot

Housekeeping Staff The Housekeeping staff needs to be present at all times at the store. Should maintain cleanliness inside and outside hotspot premises. Should assist the staff in their work. Should serve water to the customers and staff. Should offer help to senior citizens and women with children. Copyright 2008 Hotspot

Security Guards The security guards (wherever deployed) are responsible for the security of the store, staff, and infrastructure. Should greet all customers with a smile. Should be alert at all times and should answer all queries courteously. Should ensure that all lights are off and all the areas are locked properly when the office is closed. Should ensure cleanliness of approach area. Should collect and file all proof of purchase receipts taken from customers. Should hand over the same to the SM daily. Copyright 2008 Hotspot

SUCCESS FACTORS A S K SUCCESS TRIANGLE Copyright 2008 Hotspot 10 10

Essential qualities for Success SUCCESS TRIANGLE SKILLS KNOWLEDGE ATTITUDE Copyright 2008 Hotspot Copyright 2008 Hotspot 11

SKILLS KNOWLEDGE ATTITUDE SUCCESS TRIANGLE Company Products Competition Types of customers Selling Skills Communication Skills Relationship Skills Tele-calling Skills Determination Dedication Sincerity Honesty Commitment ATTITUDE Enthusiasm Drive Passion Killer Instinct Discipline Copyright 2008 Hotspot Copyright 2008 Hotspot 12

THANK YOU Copyright 2008 Hotspot