Glossary

a b c d e f g h i j k l m n o p q r s t u v w x y z

A

abrupt
Sudden.

adjust
To alter or change.

address
Speak to someone.

agreement - see workplace agreement

alternative
A choice.

apprehend
Take into custody.

assemble
To put together.

asset
Any property or goods of value that a person or organisation owns.

association
An organised group of people with the same purpose.

audit roll
A copy of the customer's receipt used to keep a record of transactions.

authorise
Give approval or agree to something.

average
To total two or more numbers, and then divide the total by the number of figures in the sum. For example, to average $10, $20 and $24, add the numbers together then divide the answer by 3, to get $18.

award
A legal document that contains employment conditions for a group of employees in a particular industry.

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B

balance the register
Make sure the summary of transactions matches what is in the register.

barcode
Series of lines printed on a sticker, or on packaging, that allows a scanner to recognise a product.

barrier
Something that prevents another thing from occurring or makes it difficult to move on.

benefit
An advantage, an added extra.

best before
Date printed on packaging that recommends when the product should be used before.

body language
A form of non-verbal communication.

branch
A location of an organisation with several sites.

bundle
A way of grouping cash.

buying signals
Things a person says or does that indicates they are interested in buying a product.

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C

careers counsellor
A person who provides information on a range of jobs and courses to help others decide which are suitable.

cash float
Notes and coins in the register at the start of trading, used to supply customers with change.

Centrelink
A government agency that provides a range of services to the Australian community, including employment assistance and advice.

cheque
An official note from a bank that guarantees payment and allows the customer to take the goods with them on that day.

claim
A legal demand for compensation or damages.

closed curcuit televisiion
Hidden cameras placed in stores to watch the public and prevent theft.

code of practice
Guidelines that specify acceptable behaviours.

cold spot
An area in the store for slow-selling items or older stock, with not a lot of exposure.

compensation
Something given or received in place of a loss.

complementary
Items that can go together, such as earrings with a matching necklace.

comply
To do as required or requested.

conditions
Employees' obligations and entitlements in the workplace.

confirm
To make sure of something.

conflict
Have opposing views.

consequence
Effect or result of something happening.

consumer
A person who purchases or uses goods and services.

corporate
Belonging to a business, or being business-like.

credit
Money given for the return of goods - can be actual money or a voucher.

cross-selling
To suggest an extra item to a customer, such as a top to match the skirt they are buying.

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D

debit
A sum of money taken out of an account.

deduction
An amount that is removed from another amount.

delivery docket
Document containing information about the delivery, such as quantity ordered and price.

denomination
The amount an indiviual note or coin is worth. For example, a register may contain notes and coins of various denominations, such as $20 notes, $10 notes and $2 coins.

deposit
Money given as security or as a part payment.

discard
Throw out stock or remove it from sale.

discrepancy
Information that does not match up.

discrimination
Unfair treatment based on such things as race, religion, age or gender.

display
The way the stock is presented in the store.

dispute
A disagreement or difference of opinion.

door-to-door salesperson
A person who goes from house to house selling goods or services.

down-selling
To suggest a less expensive item that will still suit the customer's needs.

draw (the eye)
To bring attention to something, such as a particular display in a store.

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E

EFTPOS
Electronic Funds Transfer at a Point of Sale.

employment conditions - see conditions

entitlements
Your rights in the workplace as part of a contract.

establishment fee
Money given to set up a contract.

eliminate
Get rid of.

emotional benefits
Good things about a particular product based on emotions and feelings rather than on logic.

equal employment opportunity
Ensures everyone in a workplace is treated fairly and in the same way.

equivalent
Similar or identical in value.

evacuate
Clear out.

exchange
Swap.

exclusive
A shop that usually sells only the more expensive type of a product, as in an 'exclusive jewellery store' that sells only real gems, gold and silver.

expenses
Things that must be paid for.

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F

faulty
Damaged item or item that doesn't work in the way it was intended.

features
The different functions of an item.

federal
Government of Australia.

FIFO
First-in, first-out principle – a stock rotation policy that aims to make sure old stock is sold before new stock.

fixtures
Items such as built-in cupboards, shelves and hooks which are permanent.

floorplan
Drawing showing the layout of rooms and shelving.

focal point
The main point of interest in a display.

fragile
Easily broken.

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G

generated
Started or begun.

gift certificate or voucher
A piece of paper that allows the holder a discount, or that can be exchanged for goods and services.

goods
Stock or products sold in a store.

goodwill
Gesture from the store that aims to please the customer to encourage them to return to the store in future. Also a business term used to calculate a company's worth.

gondola
A shelving unit with adjustable and removable shelves.

goverment department
Section of the government that deals with particular issues.

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H

hazard
Risk or situation that may bring harm.

headcount
A count of the number of people in a specific area.

highlight
To make something stand out, to draw attention to something.

hot spot/hotspot
Area within a store where lots of customers are exposed to products. On a computer screen, a place where information is available.

hygiene
Being healthy and clean.

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I

ID
Identification.

identical
Exactly the same.

impact
To have an effect on someone or something.

implied conditions
Conditions are suggested without being directly stated.

impressive
Makes an impact, has a strong effect.

impulse lines
Items customers may buy suddenly and without planning to.

incoming goods
Items a buyer has purchased from a supplier to sell in the store.

index
An alphabetical listing of items and where they are located.

individual
Separate.

initial
The first letter of a person's name, sometimes used instead of a signature.

instalment
Part of a payment.

insufficient
Not enough.

interaction
A conversation between two or more people.

internal display
A presentation of items for sale inside a store.

interpret
To make sense of something.

interrogate
Examine by asking a lot of questions.

intruder
Person in a place without permission.

inventory
A detailed list of all the items on hand in a store.

invoice
A document a supplier sends to a customer listing the cost of products and requesting a payment.

issue
Hand out.

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J

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K

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L

launch (a novel)
An event to promote a new book.

lay-by
Payment method that allows a customer to pay off goods bit by bit (retailer keeps the goods until the full payment is made).

layout
Where items are placed and arranged in a store.

leave
Time away from work.

legal representation
A person acting on behalf of someone in a matter to do with the law.

legislation
Written law, or a group of laws.

line of credit
An agreement where a bank provides a client with a loan of money up to an approved limit and for a certain time. The client can borrow all of the money at once or borrow it in stages during this time.

lobby
To try and influence either one person or a group of people.

logical
Reasonable.

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M

maintain
To look after something and keep it in the same state.

marketing and promotional programs
Refers to the range of different programs used by stores to attract and keep customers, such as loyalty programs, giveaways, vouchers, catalogues, sales and new lines.

marketing collateral
The collection of various documents used to support the sales of a product or service.

manually
Done or operated by hand.

mannequin
A dummy or life-sized model of the human body, used for the fitting and displaying of clothes.

markdown
Reduction of a product's selling price.

maximise opportunities
Make the most of something.

merchandise
Stock or goods within a store.

misleading
Something that creates a false impression or is not as it appears.

mission statement
A statement that guides the work of an organisation or business.

mobile shop
A store that is run from a truck, van or similar, travelling to different places and remote locations.

monitor
To check or observe something.

multiple
More than one.

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N

near miss
Warning that something dangerous almost happened, or warning that something needs to change so that conditions are safe.

negotiate
Work with others to reach an agreement.

new line
A new type of product in a store.

non-cash transaction
A payment made without cash such as credit card, cheque or EFTPOS.

non-discriminatory
Treating everyone in the same way.

non-verbal communication
Communication without the use of words, such as gestures or facial expression.

numeric
To do with numbers.

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O

objection
To say 'no' to something, to not want something to happen.

OHS
Occupational Health and Safety.

operations
The way things happen in a store from day to day.

operations manual
Outlines how equipment works, or how work is to be carried out.

opportunistic
Taking advantage of a situation, usually for one's own gain.

options
Choices.

out of date
An item that is past the date it may be used by, and is no longer saleable.

override
To change the normal operation of something, such as a cash register.

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P

percentage
A portion.

perishable
Likely to go off or to break down, such as food.

PLU
Price Look-up Code. Used to identify the item when it can't be scanned.

policy
Set of rules the store has made to guide retail operators when they need to make decisions about things in the store, such as granting a refund.

POS
Point of Sale

possessive
Wanting to own something.

probation
A trial period, usually at the start of a new job, where an employee can be removed for poor performance.

procedure
Written document that outlines how work should be carried out.

process
A procedure, or a particular way of doing something.

promotion
Involves spreading information about a product, brand or company.

props
Objects used in a shop display.

prospects
Things that may happen in the future in your job, usually positive.

proof of purchase
Documentation proving that the customer has bought an item, eg a receipt, a sales docket or a credit card statement.

purchase order
A written order for goods or services which indicates quantities, prices, delivery dates and contract terms.

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Q

quote
A statement of what a person is willing to accept when selling a product or service.

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R

radial display
A display based on a circle with the design coming out from a point in the centre, or arranged around a central object.

raincheck
If an item on special sells out, a customer can sometimes place an order for that item and still buy it at the sale price when it comes back in to stock.

rational benefits
Good points of a particular product, such as price and economy, that are based on logic.

receipt
A record of payment.

reconcile
Matching two sets of figures or information.

redundant
Being unemployed because the job is no longer necessary.

refund
Return of payment to a customer when they bring an item back to the store.

repetive
Happens over and over, is repeated.

replenish
Restock items on the shelf.

resolve
Work out or settle.

responsibility
Area or task that a person is in charge of. For example, a staff member may take responsibility for locking up a store.

retail operator
Staff member who acts as a salesperson or a shop assistant.

retail sector
All the companies involved in selling goods, including clothing, department stores and food stores.

retrenched - see redundant

rights
Entitlements in a workplace or as part of a contract.

rhythmic display
Items are displayed in a regular pattern.

roster
A plan for who will work when.

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S

sales target
A goal to sell a certain number of items within a time frame.

scales
A device for weighing goods for sale.

scan
Use a scanning device to read a barcode.

scanner
The device that is used to scan an item in order to read the barcode.

search engine
A computer application that finds information.

secure
Make safe.

sequence
A special arrangement where things are placed in a particular order.

sexual harrassment
Unwelcome sexual advances.

shift
Part of a day where there is scheduled work.

shopstealer
Person who steals from a shop.

sincere
Honest and genuine.

source
The person, place or thing that something comes from.

specialty store
A store that focuses on selling a particular product or group of products.

spoilt stock
Merchandise that is faulty or ruined and no longer able to be sold.

statement
List of information about the takings obtained from the terminal.

stock
Items in a store ready for sale.

stock shrinkage
Difference between the amount of stock a store should have, and the amount of stock it actually has.

stocktake
Process of examining how much stock there is within a store.

strategy
A plan, a way of going about something.

subtotal
The total for part of a list of items or numbers being added up.

supervisor
Person in charge.

surplus
Extra stock.

surveillance equipment
Equipment such as a camera that is placed in stores to watch customers and prevent theft.

suspicious person
A person who acts in a distrustful or strange way.


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T

tags
Labels attached to an item that give details about it, eg price, brand name, washing instructions, sale stickers, bar codes.

takings
The cash and sales received by a shop.

tally
Count something.

tax deductible
The cost of a purchase that can be removed from tax calculations.

terminal
Device used to process a sales transaction – a Point of Sale terminal. Sometimes referred to as a cash register.

termination
The end of a person's employment at a business for any reason.

terms and conditions
Document which sets out the rules for the use of goods and services.

themed
Items are all related to a certain topic, such as a 'Spring Racing' theme.

tracking
Following the progress of an item or items, such as tracking an order or tracking the sales of certain goods.

training providor
Place of study, such as a TAFE or University.

transaction
Exchange of money, as in a sales transaction.

triangular display
A display shaped like a triangle or pyramid.

 

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U

unauthorised
Not allowed to.

unfair dismissal
Loss of a job for reasons that are believed (by the employee) to be unfair or wrong.

union
An organisation that looks after the interests and needs of a particular group of workers.

up-selling
To suggest a more expensive item to the customer that has extra features or maybe a different brand.

use by date
Date printed on stock that states when it must be used by.

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V

vendor
Person or company that supplies items for sale.

vendor fraud
When the supplier fails to deliver what was agreed on through dishonesty, eg when the amount of goods delivered is less then what was paid for.

verbal communication
Communication, either written or spoken, using words.

void
To cancel a transaction.

voucher or gift certificate
A piece of paper that entitles the holder to a discount, or that can be exchanged for goods and services.

vunerable (to theft of damage)
Able to be easily stolen or damaged.

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W

warden
Person in charge, eg a fire warden will take control if there is a fire in a store.

warm spot
An area in the store with medium exposure, eg stock that sells at a steady, but not nececessarily quick pace.

WorkCover
An insurance scheme to cover accidents or injuries at work.

workplace agreement
An agreement between an employer, the employees of the business and their union. Agreements may be established for a specific workplace.

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X

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Y

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Z

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