Professional Documents
Culture Documents
Objectives
To show the importance of communicating with customers and examine the concept of retail image To describe how a retail store image is related to the atmosphere it creates via its exterior, general interior, layout, and displays, and to look at the special case of non-store atmospherics To discuss ways of encouraging customers to spend more time shopping To consider the impact of community relations on a retailers image
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In Seconds
A shopper should be able to determine a stores * Name * Line of trade * Claim to fame * Price position * Personality
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Atmosphere
The psychological feeling a customer gets when visiting a retailer * Store retailer: atmosphere refers to stores physical characteristics that project an image and draw customers * Nonstore retailer: atmosphere refers to the physical characteristics of catalogs, vending machines, Web sites, etc.
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Visual Merchandising
Proactive, integrated atmospherics approach to create a certain look, properly display products, stimulate shopping behavior, and enhance physical behavior
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Shopping at Prada
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Elements of Atmosphere
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Exterior Planning
Storefront Marquee Store entrances Display windows Exterior building height Surrounding stores and area Parking facilities
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Store Entrances
How many entrances are needed? What type of entrance is best? How should the walkway be designed?
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General Interior
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Flooring Colors Lighting Scents Sounds Store fixtures Wall textures Temperature Aisle space Dressing facilities
In-store transportation (elevator, escalator, stairs) Dead areas Personnel Merchandise Price levels Displays Technology Store cleanliness
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Disadvantages
Impersonal atmosphere More limited browsing by customers Rushed shopping behavior
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Disadvantages Possible customer confusion Wasted floor space Difficulties in inventory control Higher labor intensity Potential loitering Displays may cost more
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Disadvantages
Can be slow for dialup shoppers Can be too complex Cannot display threedimensional aspects of products well Requires constant updating More likely to be exited without purchase
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Community-Oriented Actions
Make stores barrier-free for disabled shoppers Show a concern for the environment by recycling trash and cleaning streets Support charities Participate in anti-drug programs Employ area residents Run sales for senior citizens and other groups Sponsor Little League and other youth activities Cooperate with neighborhood planning groups Donate money/equipment to schools Check IDs for purchases with age minimums
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Dirty bathrooms Messy dressing rooms Loud music Handwritten signs Stained floors or ceiling tiles Poor lighting Offensive odors Crowded aisles Disorganized checkout counters Lack of shopping carts/baskets
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The Image-Makers
1. An Identifiable Store Name 2. A Powerful Visual Trademark 3. An Unmistakable Store Front 4. An Inviting Entrance 5. A Consistent and Compelling Store Look and Hook
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4. Store Entrance
Mall retailers easily lure costumers in with wide open entrances from the main mall Visual clutter near store entrance may turn off customers Street retailers need an unobstructed and welcoming doorway to attract nearby motorists
Mall Entrance
Street Entrance
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Visual Hook
Diverts customers attention with a Stop! Theres something here for you! Should combine all visual merchandising components Many store retailers are using sensory appeal for the total package
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