Francisco “Cisco” Guerrero

Intern for the Pasco Wal-Mart 3380

Cleanliness: The Importance of Zoning Image Area

Maximizing the Experience

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The Importance of Zoning

• Zoning: a common tool in the retail industry to create the look of a perfectly stocked store by pulling all of the products on a display or shelf to the front.

Who’s Number One?Customers always!

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Customer Experience"The secret of successful retailing is to give your customers what they want. And really, if you think about it from your point of view as a customer, you want everything: a wide assortment of good-quality merchandise; the lowest possible prices; guaranteed satisfaction with what you buy; friendly, knowledgeable service; convenient hours; free parking; a pleasant shopping experience."

- Sam Walton (1918-1992)

Customer walks in the store, the entrance is dirty, walks into produce to buy some lettuce, everything is a mess. Customer keeps on shopping and is trying to find several cans of the Green Giant creamed corn. There is regular cans of kettle corn pushed to the front while there is other cans but in the back of the shelf. Customer doesn't’t notice that the cream corn is pushed to the back and assumes it is out of stock. No one has asked the customer for any assistance. The customer is getting frustrated and decides to check out even though she has not finished shopping for other items that she originally went to Wal-Mart for. Cashier is very friendly but the customer is already frustrated and takes out anger at the cashier. Cashier can or cannot change the customer’s experience but by that time it is already late. The customer is frustrated and will talk negatively about the store to friends and family. Word of mouth will influence those friends and families that might have been future and potential customers. Just because the entrance was messy and some things were not organized.

Customer Experience

VS

“To implement a bigger importance on zoning in the Pasco Wal-Mart in order to maximize associates and customer’s experience.”

Overview of the Business Plan

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- Facings, having products move to the front of shelves.- Keeping aisles and doorways clean and clear. As well as backroom. - Labels are accurate and in the right spot.Always asking customers if they need help.

Needed Improvement Save moneyLive better.

• Goals-To make zoning second nature-To communicate to maintenance immediately of any spill or trash. -To communicate to dept.

managers-to reward for safety recognition

Saving people money so they can live better

Business Plan Description

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Steps to implementing importance of zoning

• Address zoning at associate’s meeting every morning.

• Department managers stress the importance of zoning not only for their dept. but others as well.

• Reward those you see constantly zoning and looking out for garbage

• Designate someone to safety sweep department if supervisor or manager are unable to.

Results

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Expected Results

Increase in sales- if everything is where needs to be, customers will buy, if not they don’t find what they are looking for, they will not buy and might also cause them to get upset or mad and that will affect what else they don’t/do buy.

Better customer satisfaction- they will feel comfortable and enjoy their time shopping at walmart if everything is organized and mess free.

Safer environment- The incident and accident numbers will decrease for both customers and associates.

Better associate satisfaction- associates can work and stock products without taking too much time to face theur products because it shouldve been constantly zoned. If everybody contributes, it feels lighter and less work for everybody.

It will make customers want to keep coming back and will bring in more customers because of a good review

Zoning will be more common and second nature.

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Quotes

“Appearance is everything. I wouldn’t want to go shopping where it looks like a yard sale. As a parent I would walk away if the store looked unorganized.”

-Katrina,

Dept. Manager of Toys

“It is important to zone (especially shoes) because if you don’t then the customers can’t figure out the price and they wont buy the merchandise. Ultimately Wal-Mart would not be able to sell. It is also important for customer safety and the overall experience.”

-Ryan, from Apparel

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Quotes

“Merchandise looks better, zoning keeps track of inventory”

-Cristal, from hardware

“A way to improve zoning is to show associates how to properly zone, lead by example. Show them how to read labels correctly. Supervisors need to stress cleanliness. Use open door if cleanliness is a constant problem.”

-Rachel, from groceries

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Resources

Store ManagerSupport ManagersDepartment Supervisors

“Everything has a home, it should be in its place, when it is in its place, it looks appealing. If it is out of place it looks un-shoppable. It is important to remember to cover diamonds”

-Assistant Manager, Nicole

‘Diamonds are not a girl’s best friend when it comes to zoning”

-Co Manager, Kent

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Measurement

• Reviews• Customer surveys • Decrease in amount of claims • Increase speed of the overnight stocking• Increase associate moral and engagement

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Conclusion

As of 7/26-8/01Weekly sales: $2,125,598Weekly customers: 55,031• Zoning could drive up

numbers

• ZONE!!!!!!!!!!!!!!

• Thank you for the opportunity