running a successful nature store

FISH and WILDLIFE SERVICE Northeast Region Friends Workshop March 6, 2010 National Conservation Training Center Shepardstown, West Virginia

Andrew Andoniadis • Andoniadis Retail Services

4888 NW Bethany Blvd., Suite K5, #253 • Portland, Oregon 97229 Voice & Fax: 503.629.9279 • Email: [email protected]

Web: www.MuseumStoreConsult.com

Running A Successful Nature Store

Notes:

© 2010 Andrew Andoniadis • Andoniadis Retail Services • Portland, Oregon 97291 Voice & Fax: 503.629.9279 • Email: [email protected] • Web: www.MuseumStoreConsult.com

VOLUNTEER and PAID STAFF MANAGEMENT Regardless of the staff configuration

Clear descriptions of roles Vetting

Depending on role Purely customer service/Selling floor ambassador Use of Point of Sale system/Handle cash

What they do not want, or can’t, do

Training Customized for roles and responsibilities General customer service and selling

Rules What must be done and how Can be changed only after officially approved Opening Closing Work schedule substitutions

Expectations

“If you can lean you can clean” Customer service Selling

Consequences

Advise possible consequences in advance

Supervision Consistent “Inspect what you expect”

Support

Refresher courses “Thank you”


Notes:


Because the Customer Because the Customer has a need We have a job to do Because the Customer has a choice We must be the better choice Because the Customer has sensibilities We must be considerate Because the Customer has an urgency We must be quick Because the Customer is unique We must be flexible Because the Customer has high expectations We must excel Because the Customer has influence We have the hope of more customers Because of the Customer We exist Common Human Needs The need to feel welcome

The need for timely service

The need to feel comfortable

The need for orderly service

The need to be understood

The need to receive help or assistance

The need to feel important

The need to be appreciated

The need to be recognized or remembered

The need for respect


Notes:


RETAIL PRICING ‘Keystoning’, the doubling of cost for gift items, is dead Pricing products that are not pre-priced

Determine the retail price BEFORE buying Initially multiply cost times 2.2 – 2.5, then

Mostly keep in that price range If perceived value, competition and regulations allow, increase to what market will bear If perceived value, competition and regulations require, lower to acceptable price

Pricing below doubling of cost should be a very rare occurrence

Includes standard freight-in; increase price for extraordinary freight circumstances

RETAIL PRICE DISTRIBUTION MATRIX SAMPLE

PRODUCT CATEGORY

NUMBERof

PRODUCTS(SKUs/PLUs)

RETAIL PRICE CATEGORIES


Notes:


INVENTORY MANAGEMENT Consistently Use A Merchandise Buying Plan (Open To Buy – OTB) Benefits of using

Increased sales and profits Faster turnover Consistent supply of inventory dollars Less investment in inventory Control of inventory in slow times Fresher product selection Quicker reaction to new products Fewer markdowns Better margins Better night’s sleep

How an OTB works Project sales into future If sales greater than expected… If sales less than expected…

REFERENCE AND TRAINING MANUALS Helps to establish expectations

Personnel Handbook Operations Merchandising Policy and Procedures Job Descriptions Customer Service Sales Training Performance Checklist

HELPFUL RECORD OF BASIC RESULTS Daily Data Record

Monthly Data Record

Yearly Data Record



STOREYEARLY DATA SUMMARY

YEAR

A B C D EMONTH $ SALES TRANS. UNITS HOURS VISITOR AVE UNITS AVE. CAP. $ SALES TRANS.

SOLD WORKED COUNT /TRANS SALE RATE /VISITOR /HOURJAN $ $ % $FEB $ $ % $MAR $ $ % $APR $ $ % $MAY $ $ % $JUN $ $ % $JUL $ $ % $AUG $ $ % $SEP $ $ % $OCT $ $ % $NOV $ $ % $DEC $ $ % $

YEAR

A B C D EMONTH $ SALES TRANS. UNITS HOURS VISITOR AVE UNITS AVE. CAP. $ SALES TRANS.

SOLD WORKED COUNT /TRANS SALE RATE /VISITOR /HOURJAN $ $ % $FEB $ $ % $MAR $ $ % $APR $ $ % $MAY $ $ % $JUN $ $ % $JUL $ $ % $AUG $ $ % $SEP $ $ % $OCT $ $ % $NOV $ $ % $DEC $ $ % $



STOREMONTHLY DATA SUMMARY

MONTH

A B C D EDATE DAY of $ SALES TRANS. UNITS HOURS VISITOR AVE. UNITS AVE. CAP. $ SALES TRANS

WEEK SOLD WORKED COUNT /TRANS SALE RATE /VISITOR /HOUR1 $ $ % $2 $ $ % $3 $ $ % $4 $ $ % $5 $ $ % $6 $ $ % $7 $ $ % $8 $ $ % $9 $ $ % $10 $ $ % $11 $ $ % $12 $ $ % $13 $ $ % $14 $ $ % $15 $ $ % $16 $ $ % $17 $ $ % $18 $ $ % $19 $ $ % $20 $ $ % $21 $ $ % $22 $ $ % $23 $ $ % $24 $ $ % $25 $ $ % $26 $ $ % $27 $ $ % $28 $ $ % $29 $ $ % $30 $ $ % $31 $ $ % $

TOT/AVE $ $ % $

running a successful nature store

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