Barcelona City Council | Capital humà

Shop staff

Shop assistants are responsible for welcoming, serving and selling to customers who enter the shop or establishment the products or services that are offered and that best suit their request. Always looking for customer satisfaction and the consequent loyalty with the aim of expanding and consolidating the client portfolio.

Depending on the size of the shop and the product to be sold, the tasks that these professionals will carry out may vary. In small shops, they are in charge of the whole process: the reception of the product, its distribution in the premises and the management of promotions and discounts, the daily cash closing and the order of new stocks; in larger shops, they will normally specialize in only part of this process. The product or service offered will also determine the functions to be performed, which will vary depending on if it is a food service, a cultural event or an electronics product, for example. Whatever the speciality and the size of the shop, shop assistants are expected to have a specialization and a high level of product knowledge in order to be able to provide expert advice to customers.

• Receive, guide and advise the customers who go to the shop by offering them products and/or services that meet their needs and advise them in a precise and orderly manner on the characteristics of these products and/or services.
• In charge of the point of sale. Prepare the product shelves, optimize spaces and seek the complementarity of the articles. Collaborate in periodic modifications of the shop windows, combine the products and other elements, following the company's image criteria. Rest the out-of-stock items following standard placement criteria and procedures. Replenish the out-of-stock items following the usual placement criteria and procedures.
• Prepare the products that are sold and package them quickly and accurately, by taking care of the aesthetics and respecting the style and image of the shop.
• Charge for services and/or products through terminals (POS scan) or by manual means (cash registers).
• Administratively manage the establishment regarding the cash desk closing operations, delivery notes of suppliers, incidents, refunds, etc.
• In charge of placing and replacing the products on the shelves of the establishment or the warehouse following the criteria and procedures as well as the order and cleanliness of the different areas.
• Supervise stock and control product stocks through inventory and issues orders for product replenishments.
• If they are in charge of receiving merchandise and they carry out the reception, check the condition and characteristics of the products, verify the delivery notes, and inform the person in charge of the store of possible administrative and physical incidents.
• Carry out the loyalty actions set by the commercial management and provide information to the company about their needs and/or customer preferences.
• Keep price tags up to date and may occasionally deliver advertising/promotional materials.
• Attend to the claims and incidents that remain within the framework of their responsibility, and those that cannot be resolved are transmitted to the appropriate party.
• Manage and coordinate the after-sales service (transportation, returns, repairs, etc.).

Regulated training and graduates

• Minimum compulsory education
• Certificat de Professionalitat de la Família Comerç i Màrqueting: Activitats auxiliars de magatzem (Nivell 1)
• Certificat de Professionalitat de la Família Comerç i Màrqueting: Activitats auxilars de comerç (Nivell 1)
• Professionalism Certificate: Sales activities (Level 2)
• Certificat de Professionalitat de la Família Comerç i Màrqueting: Activitats de gestió del petit comerç (Nivell 2)
• Professionalism Certificate: Implementation and enlivenment of commercial spaces (Level 3)
• Professional Training Course(s) in the field of Trade and Marketing - Intermediate Level: Trade activities
• Professional Training Course(s) in the field of Trade and Marketing - Advanced Level: Sales and commercial spaces management
• A-levels

Complementary training

Other specific skills

Learning and use of knowledge: Level 1

Initiative: Level 2

Commitment to the organisation: Level 1

Concern for order and quality: Level 2

Customer orientation: Level 2

Customer service

Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.

Logistics

The planning, organisation, control and carrying out of logistics and administrative tasks are the focus of people who work in the field of logistics. Activities in the field of logistics include the organisation and planning of supply, storage, production and distribution systems, taking inventories, controlling stock and estimating production, as well as the organisation and/or carrying out of the administrative tasks necessary for the implementation of these activities. Knowledge of organisation, control and management techniques is essential for carrying out these activities.

ICTs sales point agent

Section manager

Telesales operator

Conference assistant

Shop Coordinator

• Work hours

  The work hours depend largely on the area where the establishment is located (shopping centre, urban centre or suburb) and also on the type of establishment (street shop, stall in a municipal market, etc.). The work hours of commercial establishments are regulated by the Commercial Hours Law, which establishes the opening and closing hours of shops, as well as the holidays that establishments can open.
  
  The usual working day of 40 hours a week may be carried out either on an intensive working day (either in the morning or afternoon shifts) or on a split shift (morning and afternoon with a break in the middle of the day). Both Fridays and Saturdays are considered days of high commercial activity in this type of business.

• Salary

  Junior positions: the salary range is between 14,674- and 19,970-euros gross per year. The average salary is around 17,118 euros gross per year.
  Senior positions: the salary range is between 18,426- and 27,477-euros gross per year. The average salary is around 22,501 euros gross per year.
  
  Source: Report "Observatory of Jobs and Salaries of the Labour Market. Barcelona Activa", elaborated by ICSA Grupo. April 2015.

• Professional category

  Specialist staff