Purpose

To provide a structured approach to onboarding and training new employees, ensuring they are equipped with the skills and knowledge to perform their roles effectively.

Scope

This SOP applies to the Retail Store Manager and any team leads or trainers responsible for onboarding and training new hires.

Reference SOPs

• SOP 3: Staff Scheduling and Shift Management
• SOP 4: Inventory Management and Restocking
• SOP 5: Customer Service Escalations
• SOP 9: Monitoring Key Performance Indicators (KPIs)

Steps

1. Prepare for Onboarding:
   • Ensure new hires receive a copy of the employee handbook, job description, and training schedule before their first day.
   • Set up any necessary tools or systems, such as login credentials, uniforms, and training materials.
   • Assign a mentor or buddy from the team to assist the new employee during the onboarding process.
2. Welcome the New Employee:
   • Conduct an introduction session to familiarize the new hire with the store, team members, and company culture.
   • Review key policies, such as attendance, dress code, safety, and customer service expectations.
3. Provide Initial Training:
   • Use a mix of hands-on training, shadowing, and instructional materials to cover:
     • Basic store operations, including opening and closing procedures.
     • How to use the POS system and other store technology.
     • Inventory management processes and restocking protocols.
   • Demonstrate customer service best practices, including handling inquiries and escalations.
4. Assign Practice Tasks:
   • Allow the new hire to practice key tasks under supervision, such as:
     • Operating the cash register
     • Assisting customers on the sales floor
     • Stocking shelves and organizing displays
   • Provide immediate feedback to correct errors and reinforce learning.
5. Monitor Progress:
   • Use a training checklist to track the completion of required competencies.
   • Schedule regular check-ins during the first week to discuss progress, address concerns, and answer questions.
6. Evaluate Competency:
   • Assess the new hire’s ability to perform tasks independently after initial training.
   • If additional support is needed, extend training or provide more focused coaching.
7. Introduce Advanced Skills:
   • Once foundational skills are mastered, introduce more advanced topics such as:
     • Managing returns and refunds
     • Handling challenging customer interactions
     • Assisting with inventory audits and stock orders
   • Provide opportunities for the new hire to take on responsibility gradually.
8. Encourage Team Integration:
   • Facilitate team-building activities to help the new hire bond with their colleagues.
   • Encourage existing team members to support and guide the new hire during their transition period.
9. Provide Continuous Feedback:
   • Schedule a formal performance review at the end of the onboarding period (typically 30–90 days).
   • Highlight strengths and identify areas for further improvement, creating a development plan if necessary.
10. Document the Onboarding Process:
    • Maintain records of training completion, assessments, and feedback for each new employee.
    • Use this data to improve the onboarding process for future hires.