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

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