In retail establishments, sales worker supervisors ensure that customers receive satisfactory service and quality goods. They also answer customers' inquiries, deal with complaints, and sometimes handle purchasing, budgeting, and accounting.
Responsibilities vary with the size and type of establishment. As the size of retail stores grows and the variety of goods and services increases, supervisors tend to specialize in one department or one aspect of merchandising. Sales worker supervisors in large retail establishments are often referred to as department supervisors or managers. They provide day-to-day oversight of individual departments, such as shoes, cosmetics, or housewares in department stores; produce or meat in grocery stores; and car sales in automotive dealerships. Department supervisors establish and implement policies, goals, and procedures for their specific departments; coordinate activities with other department heads; and strive for smooth operations within their departments. They supervise employees whose responsibilities may include pricing and ticketing goods and placing them on display; cleaning and organizing shelves, displays, and inventories in stockrooms; and inspecting merchandise to ensure that nothing is outdated. Sales worker supervisors review inventory and sales records, develop merchandising techniques, and coordinate sales promotions. In addition, they may greet and assist customers and promote sales and good public relations.
Sales worker supervisors in non-retail establishments oversee and coordinate the activities of sales workers who sell industrial products, insurance policies, or services such as advertising, financial, or Internet services. Sales worker supervisors may prepare budgets, make personnel decisions, devise sales-incentive programs, and approve sales contracts.
In small or independent companies and retail stores, sales worker supervisors not only directly supervise sales associates, but they also are responsible for the operation of the entire company or store. Some are self-employed business or store owners.
Most sales worker supervisors have offices. In retail trade, their offices are within the stores, usually close to the areas they oversee. Although they spend some time in the office completing merchandise orders or arranging work schedules, a large portion of their workday is spent on the sales floor, supervising employees or selling merchandise. Work hours of supervisors vary greatly among establishments because work schedules usually depend on the needs of the customer. Supervisors generally work at least 40 hours a week. Long, irregular hours are common, particularly during sales, holidays, busy shopping seasons, and at times when inventory is recorded. Supervisors are expected to work some evenings and weekends but usually are given a day off during the week. Hours can change weekly, and supervisors sometimes must report to work on short notice, especially when employees are absent. Independent owners often can set their own schedules, but hours must be convenient to customers.Education & Training Required
There is no standard educational requirement for sales worker supervisors, and the educational backgrounds of these workers vary widely. For some jobs, a college degree is required. Supervisors who have college degrees often hold associate or bachelor's degrees in liberal arts, social sciences, business, or management. College graduates usually can enter directly into management training programs sponsored by their company, without much experience. Many supervisors, however, are hired without postsecondary education. For these workers, previous experience in a sales occupation is essential. Most sales worker supervisors have retail sales experience or experience as a customer service representative. In these positions, they learn merchandising, customer service, and the basic policies and procedures of the company.
Regardless of education level or major area of study, recommended high school or college courses include those related to business, such as accounting, marketing, management, and sales, as well as those related to social science, such as psychology, sociology, and communication. To gain experience, many college students participate in internship programs that usually are developed jointly by schools and businesses.
The type and amount of training available to supervisors varies by company. Many national retail chains and companies have formal training programs for management trainees that include both classroom and on-site training. Training time may be as brief as 1 week or may last more than 1 year, giving trainees experience during all sales seasons.
Ordinarily, classroom training includes topics such as interviewing, customer service skills, inventory management, employee relations, and scheduling. Training programs for retail franchises are generally extensive, covering all functions of the company's operation, including budgeting, marketing, management, finance, purchasing, product preparation, human resource management, and compensation.
Sales worker supervisors must possess good communication skills and get along with all types of people. They need initiative, self-discipline, good judgment, and decisiveness. Patience and a conciliatory temperament are necessary when dealing with demanding customers. Supervisors also must be able to motivate, organize, and direct the work of their employees. Supervisors who own their own establishment need good business skills and strong customer service and public relations skills.Sales Worker Supervisors - What They Do - Page 2