Smart Retail, 3rd Edition

223

i n d e x

benefits of 53, 59–60

heroes board 59

and motivation 53, 72

positive behaviours 56, 57, 72

in team culture 56–9

recommendations, customer 126

respect 35–6, 41, 46–53

benefits of 96

and employees 47–8

self-respect 64–8

responsibility, delegating 65

retail chains 187, 189–90

retail, history of see history

retail theatre 167–77

demonstrations 175–7

fundamentals of 171

merchandising 173–4

visual interest 167–8, 170

vocal promotion 171–2

reward programme 156

Richer, Julian 39, 75

sales commissions 95–6

sampler clubs 126–7, 132

Saunders, Clarence 193–4

See, Feel, Think, Do (Milligan and

Smith) 80

Segel, Rick 124

self-respect 64–8

self-service stores 188, 193–4

Selfridge, H. Gordon 202–5

Selfridges & Co. 118, 202–5

Service Profit Chain 39–41

service-led discovery 155–7, 164

examples 156–7

toolkit 156

Shepherdson, Jane 51, 52

Ship & Pilot (Ilfracombe) 102

shoplifting 85, 186, 202

shopping channels 175

shopping malls 190

simplicity 11–13, 94

Smart Retail

and central functions 211

consultancy 207–8

and managers 209, 210–11

personal exercise 212

seminars 207

and store owners 209–10

and team members 210

time plan 212–13

Smartphone apps 139

smiling 96, 105

social networking sites 83, 137–8,

139–40

Space.NK: Big Idea 27

Specsavers 99

sponsorship 124–5, 131

spreadsheets 146

staff see employees

store 150–86

back wall 184–5

baskets 183

cash desk 184, 185

competitors’ 17

culture 36, 38–40

observing 17–18

physical aspect 179–80

promotional hot spots 183–4

retail theatre 167–77

sight-lines 186

signage 186

transition zone 17, 182–3

window displays 180–1

store assessment 16–21

store managers xiv, 209

ASMs 39, 84, 210

and store culture 38, 39

storecards 130, 132

Stout, Roy 78

Street Time 20–1, 46

exercise 214–15

Subway: Big Idea 30

success 10, 67–8

surveys 127, 132

sustainability 119–21

talking

to customers 19–20, 81

to staff 18, 20

Target 26, 162

team 6, 23, 35–60, 210