A blog on issues affecting Australia's newsagents, media and small business generally. More ...

Pitching everyday stationery in in the newsagency in a fresh and fun way

Rather than the usual function focus of stationery, newsXpress has released a batch of digital collateral to its newsagency members designed for social media that pitches everyday, and some forgotten, stationery lines in a way that is fresh and, I think, fun.

I mention this today because it is easy for shoppers to forget we stock these everyday lines. We need to engage with pitching them, to capture sales that can otherwise go elsewhere, including online.

Everyday we need a fun and fresh pitch on social media, and every so often we need to promote these to get them in front of people outside those who already know about us.

Posts like these are easy to make and of the marketing groups can do them, and even individuals can do them. The time investment is not considerable.

While for sure what you do in your business is up to you, and I know no one will retire on the proceeds of these posts. But, they are a good small step no cost approach to making the store relatable, and fun, and that does count for something.

I guess the other point I’d make is these posts are not what one might expect from a bug business competitor, and that matters.

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Newsagency management

Instant scratch lottery ticket sales surge over Christmas

Newsagents are reporting a surge in instant scratch ticket sales in the lead up to Christmas 2022.

In our small country town shoppers prefer Powerball and OzLotto. But this Christmas something happened and scratches were all the go.

Around 20 newsagents I have spoken with say sales doubled, some tripled and a couple even quadrupled.

Last year I sold 44 scratchie packs, this year I sold 160 gift packs

I had no idea as I don’t have lottery products in my shops. The feedback was fascinating.

It started in November. We ordered more stock. December was huge. And it didn’t hurt our regular gift sales.

Several sold out of all scratch ticket stock completely.

I sold out completely. They were a more common Christmas gift than I’ve ever seen.

I’ve not heard a bad story about scratch ticket sales for Christmas. But, the sample size is small.

Talking with a group of newsagents the other day, I wondered if it was an economic indicator. Back when I did have lotteries in one of my newsagencies, there were customers who would buy one of the $10 scratchy tickets as a gift because they felt the gift was worth more than the ticket price.

I’ve not noticed any change in marketing for scratch tickets. So it’s hard to be sure as to why sales this Christmas were so strong. My hunch, though, is that economic factors, or concerns, did play some role in the apparent sales surge.

It will be interesting to see sales results from The Lottery Corporation, to see if they match anecdotal comments so far.

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Lotteries

The broken Nine Media accounting process

My Westfield Knox shop closed December 21, 2022. All suppliers were notified.

The newspaper companies were problematic though. Both delivered papers after the last agreed delivery date. news didn’t;t bill. Nine Media did. They wen on to bill a week later, after we have left the centre.

Like most comms from Nine Media newspaper offices, responding to their auto generated emails is challenging.

The processes look and feel broken. They are certainly time consuming.

Not only to they treat newspaper home delivery customers poorly, they treat retail newsagents poorly.

It’s pathetic really.

Footnote: The lease was up mid 2020. we advised the landlord in late 2019 that we did not wish to continue, explaining that our focus had shifted to more successful high street settings. They asked us to stay given the centre was undergoing development. They made an offer to cover just over a year extra, which we accepted. The departure was planned, amicable and structured months out.

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Newspapers

January is a perfect time for a magazine relay in your newsagency and here’s why, and how

A magazine relay takes a few hours and you are sure to sell more magazines as a result. January is a good time to do a relay because your’re probably less busy than usual, unless you’re in a beach location.

In my experience doing relays for many years, the return for a few hours work is many times over in a short time, usually within a m month.

So, why do a magazine relay? because you will make more money.

Now, to the how:

Typically, a relay of 1,000 magazine pockets can be completed in 4 hours. If you have 250 titles, you should be don in under an hour.

DO IT YOURSELF, DO IT ALONE.

A magazine relay is a statement about the business, a marketing and management activity. It sets the tone and says this is who we are, what we do and what we stand for. Doing it yourself is a leadershipstatement. Doing it alone means less conflict, less noise. And remember, the relay is not a destination … because regular change in magazine layout is essential.

PLACEMENT.

Magazines are best located on a wall of the shop, and not in a centre fixture taking up premium retail space best allocated to higher margin and business differentiating products.

VISUAL NOISE.

Magazine covers are colourful. Adding more noise, such as product headers, detracts from the products. I say don’t use headers.

FULL FACING OR NOT.

Full facing is a term used in 2 ways: where 100% of the cover of a magazine is shown (true full facing) and where you have 1 magazine title per pocket in a tiered magazine fixture.

If you have the space on a wall and have less than 500 magazine titles, true full facing, showing 100% of the cover, can deliver best results.

In tiered fixtures, while full facing, one title per pocket works best, fitting 2 or 3 titles in a pocket can work with low volume special interest titles people will seek out.

BEACON BRANDING.

This is the process of using magazine mastheads to draw attention to a category of magazines. Use the top 2 or 3 pockets for a single title, allowing it to draw attention.

DOING THE RELAY.

Start at one end of a fixture. Take off all the titles for between 6 and 12 columns and rebuild, with purpose, to draw attention, tell a story and drive sales.

As you build up a column, take off magazines from another 4 to 8 columns, always keeping empty space between where you are working and the old layout.

Look ahead, read the categories on display and think about where you are at compared to where you are headed.

ADJACENCIES.

This is a bit of secret sauce. It is where you can make editorial decisions, business decisions to guide your shoppers. What works best with what. You don’t know, not for sure at least, how can you. Ok, there is basket data you could read … but that only tells you what is happening. What about what could happen? Who knows. Experiment!

For example, should you put model plane magazines next to flying magazines? Or, should model plane magazines be in a distinct section of all model titles?

Do puzzle shoppers shop by brand or puzzle type? Publishers want you to layout based on their brand whereas your shoppers are, in our opinion, more likely to shop by interest. For example, all sudoku titles could work better together, or all large print titles could work better together.

ADJACENCY SUGGESTIONS.

Here are some adjacency suggestions. They are not rules. They are shared here to help you think of your own.

  • Cricket, golf and swimming go well together. Wrestling, boxing and buff-type fitness go well together.
  • Soccer is not rugby or AFL. Don’t mix them together.
  • Train titles should no co-mingle with railway magazines.
  • Classic car titles need to be distinctly separated from regular car titles.
  • Car lovers do shop by brand. Place branded magazine titles together.
  • People interested in home renovation could be interested in any renovation title.
  • Creative arts go well together: painting, writing, craft.

EASE OF SHOPPING.

If you have a tall fixture, think of your customers. There is no point placing titles targeting older shoppers up high or down low as reaching or bending could be challenging for them.

HAND OVER.

Once you are done, walk the new layout with others working in the shop. Explain your decisions. Given them a response for customer comments. Make sure that everyone in the business is on your page.

WATCH AND MEASURE.

Next, watch shoppers and listen for feedback and, after a couple of weeks, look at the sales results. The results could guide adjustments, or not.

…

Footnotes:

This is an update to advice I have publishers here several times in the past. I share it again as it is an easy in.

And, yes, I get that we make too little from magazines. In my view, we either quit the category or make the most of it. I’m choosing to make the most of it because I know a relay helps me do that.

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magazines

2022 vs 2019 newsagency benchmark study underway

I have started receiving data for a 2022 vs. 2019 newsagency sales benchmark study which I emailed newsagents about on January 1.

New newsagency benchmark study.

I am collating data for a new benchmark study, comparing 2022 to 2019.

  1. How to participate.
  2. Please run a Monthly Sales Comparison Report for 01/01/2022 – 31/12/2022 compared to 01/01/2019 – 31/12/2019.
  3. Tick the category box. IMPORTANT.
  4. Tick to exclude home delivery and sub agent data.
  5. DO NOT tick the supplier box.
  6. Preview the report on the screen. Save as a PDF.
  7. Email these reports direct to me at mark@towersystems.com.au.Read the report yourself and see what it shows you about your business.

I will email the results to all participating newsagents and publish the results on the Australian Newsagency Blog as a service for all newsagents.

I have chosen to compare to 2019 because that will give us the best indication of where we are at today compared to pre-Covid.

If your 2019 data is blank it is likely because you have archived it. You can unarchive, or compare 2022 to 2021.

It is vital that you look at the report as it will offer insights into things you can do this year to make 2023 better for you and your business.

Thank you for participating. The results will benefit the newsagency channel more widely.

I am excited to see how the channel has fared.

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Newsagency benchmark

Will Vic. newsagents lose MYKI top-up sales in 2023?

Hello and welcome to 2023. Like every year for the last 15 or so, I think this will be a year of significant change for our channel, and through change we uncover opportunity.

The first news of 2023 is that the state government of Victoria will review the MYKI transport ticketing system this year, which may result in the cards themselves being replaced.

From a transport user perspective, MYKI is out of date and frustrating.

From a tech perspective, MYKI was out of date before it was launched.

From a retailer perspective, the minuscule commission from MYKI card top-ups does not cover the actual costs of providing the service and the dealing with myriad customer queries. But plenty continue to offer it, including me in one of my shops.

I don’t see how the MYKI cards can survive in a world rapidly retreating from physical cards. The old argument of older people want a physical card has been proven wrong with their update of credit card access through phones and watches.

I think it’s best to plan now for a business without MYKI card top-up so that when it does happen you’re ready.

There are some who like offering the top-up because having anyone in the shop its better than no one. That’s not true, actually. The best customers are those purchasing high margin products through which you differentiate your business.

There is no upside in services, especially minuscule commission services – these are best handled throng convenience stores. But … as with anything I write about here, what you do in your business is up to you.

For the one shop I have that offers MYKI top-ups, we will continue until the government decides otherwise. We don’t rely on it. It’s not core. But, it is a customer service that is appreciated locally … and for that we are grateful.

Happy 2023!

 

Footnote for any journalist finding this post. Newsagents losing MYKI is no biggie. It was always going to happen. The bottom-line value of MYKI is small. Local Aussie newsagency businesses have defined by what we do for ourselves rather than why suppliers do to us. It has been thus for many years now.

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Newsagency challenges

The value of genuine journalism covered by local newspapers in the US

This Twitter thread is a good read for anyone interested in the impact on the continuing closure of local newspapers in the US. It lists important local news stories published by local newspapers.

Sadly, too many local newspapers in Australia are published by the big publishers and those newspapers carry little genuine journalism.

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Media disruption

Retail inspiration #1 Cold Spring, NY

The series of posts that precede this one represent some of the wonderful retail businesses that are part of the newsagency channel.

Many started their transformative journey 10, 15 and more years ago.

Inspiration comes in many forms.

The thing about retail is … it keeps evolving. Especially local indie retail, like our businesses. This is why I like to look at what others are doing.

I was fortunate earlier this year to make my second trip to Cold Spring in upstate New York. It is a town offering plenty of inspiration to local independent retailers.

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retail

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 11)

The former owners of Paperplay Inverloch were early adopters of change their then, years ago, newsagency business. While the business did have lotteries, it relied on newspapers, magazines and other newsagency lines seeing the folks of Inverloch, Victoria.

The shift in the business was gradual, driven through product purchasing. As the range of products diversified, some traditional lines remained, but took a back seat. Midway through the journey of change, the business changed names, to reflect the non traditional offering. Bu this time, books had become an important part of the business.

Locals embraced the change. Covid propelled that further as Paperplay Inverloch offered locked down locals easy access to products you usually find in the city hours away.

While these photos are from a year and more ago, they reflect part of the diversity of offering of Paperplay Inverloch.

This series came about because journalists and news outlets prefer a narrative that the local Aussie newsagency is rooted in the past. They are wrong for many ‘newsagency’ businesses. Paperplay Inverloch is a good example of that. It plays against the ignorant narrative media outlets run.

We need better journalism when it comes to reporting about our channel.

It’s not too late for any newsagent tom embrace change and tradition. There are plenty of people in our channel ready to help. It starts with you asking the question.

Every newsagent, every retailer, needs to find their own way. In my experience. the best pathway to this is product choices. Playing outside the usual walls for a newsagency is a start. but, remember, in retail we need to find a need and fill it, and, we are not our customers.

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Newsagency management

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 10)

Even in a major shopping centre, there is an expectation about the local Aussie newsagency, that it’s a shop for papers, magazines lottery tickets, instant scratch tickets and, often cigarettes. It never did bill payment, parcel pickup, money transfer or any of the other agency services that are pushed to newsagents.

Too many journalists and news outlets when they write about newsagencies, they write with this in mind, with the view of our businesses as they were 20 or so years ago.

My business at Westfield Knox, which I had for eight and a half years, played against tradition, it played against ignorant assumptions. It never had any lottery products, never sold cigarettes, never sold everyday confectionary. This was a collectible, gift and expressions shop that constantly evolved over its life. It was a good example of a local newsagency that was fresh and modern.

From the way it pitched framed beautiful wrap to one of the first major full-face card walls to the range of gifts, this business was loved locally.

We traded through the full 7 year lease and an extension the landlord asked us to consider. We planned to leave at the end of year 7 and concentrate on high street and online businesses. It turned out that staying gave us more opportunity for change, which was wonderfully successful.

When Aussies think of the local newsagency, I’d like them to think of it as unique, because every newsagency is unique, and to think of it as a place to find gifts and ways to express ourselves. This is what innovating newsagents have embraced, it is where they are finding growth in terms of basket depth, business GP% performance and personal satisfaction as a retailer.

What we did in this shop in-store is what many newsagents are doing, playing way outside what has been traditional for local retail newsagencies. What we did online many years ago and until the store closed was ground-breaking, and we’re proud of that.

The local Aussie newsagency is not what journalists, editors and many Aussies think it is. The more we as a channel share this publicly the better the opportunity to shift perception and that is key.

I don’t want to read the sky is falling for newsagents type articles, because it is not. Print newspapers will end, for sure. But that will not end us. Too many newsagents are growing their businesses. There is so much good news in our channel, so much innovation, so many good retailers. It’s wonderful!

This series over the last 8 days is a small push back against the ignorant narrative in newspapers and elsewhere about newsagents struggling. Sure, some are. but the challenges were first identified 20 years ago. There has been plenty of opportunity to evolve.

Now, if only some of the old-school suppliers to the channel let newsagents evolve by dropping arcane rules and out of date processes. Now that would be a win!

In the meantime, checkout more local newsagencies and be ready to see fresh an innovative retail.

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Social responsibility

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 9)

Continuing the series of shining a light on businesses that offer outside what is assumed to be in a local Aussie newsagency in newsXpress Candlewood in Western Australia. This business is close to the the Indian Ocean so it makes sense that their products have the beach flavour as you can see in these photos. This is a shop local visitors love for the gifts and other things they can pick up as a reminder of their trip.

The other different is product price range. Many of these items are gifts beyond trinkets some think are in a newsagency.

newsXpress Candlewood is a good example of a business that has transitioned beyond what many journalists and others think of as the local Aussie newsagency. It’s a testament to Julie and the team for what they have created is relevant locally and certainly not the traditional old-school newsagency.

I am grateful to newsagents like Julie for sharing photos so I can share them here, to reinforce the pitch that the local Aussie is not what many people think it is.

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Newsagency management

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 8)

newsXpress Bairnsdale was your local traditional newsagency, and then things changed. Now, it’s a vibrant gift shop attracting not only local shoppers, but people from outside of town, as well as online – from interstate. David (Tas as he likes to be called) and the team are constantly innovating. During Covid, they pivoted to creating personalised gifts and doing so very well.

Here are some photos of the business that speak to it as a business outside of what many in Australia would consider a Newsagency. Remember, I am sharing these photos to combat the assumptions too many Aussies, including journalists, tend to make about the local newsagency.

Thriving local Aussie Newsagency are not what they used to be, as these photos show. newsXpress Bairnsdale is in a regional Victorian town, far from Melbourne, and on the road to New South Wales. back in the day it would be traditional, but now it has to be innovative retail, and it is. It’s a testament to the vision and work of David and the entire team in the business.

What makes this business even more interesting is that it does not have lotteries – a further break from the traditional.

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Newsagency management

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 7)

Randalls newsagency in Bourke New South Wales is a perfect example of innovative retail in our channel, offering products outside what has been traditional for the local newsagency business, and taking that diversity online to reach shoppers far away from Bourke. In a town of less than 2,000 that is 800km from Sydney, here you have inspiring retail.

Nancy and the team at Randalls newsagency and their website, Back O Bourke Collective run an awesome business, a business that challenges what we think of as a newsagency.

This series is about showing journalists and others that the local Aussie newsagency has changed and while, for sure, there are some running old-school newsagencies rooted in the 60s and 70s, many have transformed their newsagency businesses to be fresh, inviting and vibrant. many are running local newsagency businesses that are changing, evolving, meeting new opportunities.

This is retail in 2022 and beyond, especially local retail, and even more especially local newsagency retail.

The Aussie newsagency channel was created in the 1880s to deliver news publications to the goldfields of Victoria. For decades ours were agency businesses, doing the bidding of the companies for which we were agents. It is only in the last 20 years that some in our channel decided to be retailers rather than agents.

Today, the newsagents who are growing their businesses are retailers first with either no agency business or modest agency business that does not dominate what they do in their businesses.

The local Aussie newsagency has come a long way from what Aussie journalists and others think of us as. The more show how far we have come, the better. This series is about shining a light on some good examples of this, some good examples of retail newsagency businesses that are quite different to what people expect when they think of the classic Aussie newsagency.

Shops like Randalls newsagency in Bourke NSW are a beacon not only for retail newsagents but for local retail more broadly. They are showing that location and size do not matter. They are showing that you can grow by thinking outside of the physical boundaries of your local town.

Whether it is in-store online, there are no borders to what a local newsagency can be, and this is exciting.

What is the future of the local Aussie newsagency? Well, that is up to each newsagent, each retailer in the channel. There is no channel-wide problem. rather, there are thousands of local retailers making decisions every day that will determine the future, and from where I sit, with what I get to see from many colleagues, the future is bright.

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Newsagency management

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 6)

Too many journalists and too many Australians think of the local Aussie newsagency as a paper shop selling magazines, lottery tickets, cigarettes, lollies and stationery. That may have been case twenty or more years ago. Today, it’s different, the local Aussie newsagency is different. A good example of how different is newsXpress Numurkah in Victoria. In this small town of under 5,000 people you can find newsXpress Numurkah, a wonderful and vibrant shop, which is also home to a terrific online baby shop.

These photos tell the story of a vibrant and attractive retail created by Andrea and the team:

The mix of products and price-points plays against out of date assumptions too many make about what a local Aussie newsagency stock and offers.

newsXpress Numurkah is also an excellent example of excellent retail in our channel in regional and rural Australia. The whole team in the business should be proud for their representation of the local newsagency in Numurkah.

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Newsagency management

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 5)

newsXpress Parks is a gift and homewares beacon in this town in Parkes, 5 hours from Sydney. Greg, Christine and the team have been leaders in the newsagency channel in gift retailing, playing outside of what has been traditional in a newsagency for more years than most. And, it’s paid off. This shop looks nothing like what many Aussies would expect to see in a newsagency.

Like they say, a picture is worth a thousand words. These photos from newsXpress Parkes show a transformed, vibrant and appealing retail newsagency serving a regional town in NSW.

I hope suppliers are looking at these photos, especially if they think they have products ideal for a newsagency business.

We are seeing more and more retail newsagecies like this one in Parkes, and it’s inspiring!

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Newsagency management

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 4)

newsXpress Highlands Marketplace in Mittagong NSW not what Aussies expect a newsagency to be like. There are wonderful gifts, fun gifts, offering locals shopping opportunities they are enjoying. Jenny and Craig and the team curate a wonderful selection of gifts and homewares, attracting shoppers from around the area. What’s terrific about this business is that it is perpetually evolving.

The diverse range of products are key to the success of this business in attracting shoppers outside the usual newsagency shoppers that we may think of.

For decades, the Aussie newsagency channel sold what what it was sent by suppliers. In the 1990s this really started to change, with some newsagents embracing being retailers. That transition is a challenge, and some are yet to make it in Australia.

The team at newsXpress Highlands Marketplace were early adopters and their business speaks to this and their commitment to chasing change.

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Newsagency management

Hey Aussies, the local newsagency may not be what you think it is (part 3)

newsXpress Leven in Ulverstone Tasmania has transformed from a traditional local newsagency into a thriving gift destination for locals, tourists and people from outside of town who appreciate the range on offer and the service. Sharene and Wayne have transformed what was a traditional newsagency business from decades ago into this fresh and appealing shop. And, yes, this is a local newsagency …


When we read news articles about newsagency businesses they tend to be rooted in years gone by, and the photos accompanying such articles reflect businesses that look nothing like I am sharing here. It is frustrating in that our channel has many newsagency businesses embracing change and offering retail experiences outside of the traditional we read too often about.

newsXpress Leven is testament to the willingness of Sharene and Wayne to seek out and embrace change. It’s a newsagency for sure, but much much more than that.

One thing to especially notice about this business is the fitout. They have done this themselves. Brilliant!

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Newsagency management

Hey Aussies, the local newsagency may not be what you think it is (part 2)

Mount Lawley News in Western Australia is a small shop located a ten minute or so drive from Perth CBD. I mention that to reflect that this shop is surrounded by competition.

What was a traditional newsagency has been transformed by new owners Matt and the team over the last year. This is a good example of what I’d love journalists and other who talk or write about Australian newsagencies to think of.

What an awesome looking business.

A year ago this shop looked very different. Today, it is attracting new shoppers. New shoppers are the lifeblood of retail. Better still, the change in mix of products drives a change in the GP% of the business. These are factors that play into the strength and value of a newsagency, or any retail business for that matter.

We see too many stories about newsagencies closing. Sometimes, photos accompanying those stories do not reflect the best practice retail we are seeing from plenty of newsagents, like Mount Lawley News.

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Newsagency management

Hey Aussies, the local newsagency may not be what you think it is (part 1)

Take a look at part of the Christmas story at newsXpress Sarina, located half an hour out of Mackay in Queensland. Sarina has a population of 5,000. The shop is a stand-out in town for Ita range, and its retail innovation.

What a joyful shop to shop!

Too many journalists and too many Aussies think of a newsagency as we were twenty or more years ago. Times have changed for many, thankfully. Many newsagency shops today are innovative, inviting and thriving!

What Shelley, Mark and the entire team at Sarina does is excellent, best practice retail. Their shop attracts people from out of town. years ago, theirs was a more traditional shop. They have made it what it is by leaning into change.

newsXpress Sarina is a good newsagency journalists and others need to think of next time they go to talk down our channel.

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Newsagency management

Angler’s Almanac and Tide Guide from The Great Outdoors cease publication

The Angler’s Almanac and the SE Queensland Tide Guide will not be published for 2023 and beyond, which is a blow for keen anglers and for retailers who serve them.

These special interest titles were loved by those who bought and used them, and they’d always find them no matter where they were placed in the shop.

This is not an end of the world post. Rather, there are better, more efficient and accessible, ways through which to provide access to this information.

1 likes
magazines

Interesting report on retailer confidence

Thinking about the recent Lotterywest survey of retailer confidence, salesforce has released a results of a study undertaken in partnership with the Australian retailers Association:

New research reveals retailers remain confident in the face of economic uncertainty

Retailers prepared to retrain sellers for a new reality of rising inflation, supply chain bottlenecks and regulatory uncertainty, according to new research from Salesforce

Australia, 12 December 2022 – Salesforce, the global leader in CRM, today released the fifth edition of its State of Sales Report, in partnership with the Australian Retailers Association (ARA), which reveals 83 per cent of ANZ retailers have strong confidence in their organisation’s ability to close deals despite changing social and economic conditions.

The report, which surveyed nearly 8,000 sales professionals worldwide including 135 sales leaders, managers and representatives who work in the retail and consumer goods sectors across ANZ, uncovered how sales teams are adapting to evolving external challenges and customer demands to drive efficiency, productivity, and success now for their business.

It found 78 per cent of ANZ sales leaders say selling is harder than it was two years ago, with unpredictable market conditions, competition with other businesses, and changing customer expectations amongst the biggest challenges to sale’s teams overall goals.

Yet despite ever-changing market conditions, retail sales professionals are prepared for the future. Eighty-two per cent of sales professionals are very confident in their organisations growth strategy over the next year, with 81 per cent feeling confident that on the whole their organisations are able to retrain or reskill their sales workforce for today’s new economy – with a renewed focus on productivity and efficiency.

Commentary on the report
Jo Gaines, Area Vice President for Retail and Consumer Goods, Salesforce said:
  • “Today’s retailers are adjusting to a world that is more competitive, complex and resource-constrained driven by external factors like rising inflation, supply chain challenges and changing regulations. However, those that modernise their tech stack and leverage new technologies like artificial intelligence can create a more productive workforce that better understands who their customers are beyond a single moment in time.
  • “This alongside improved cross-functional alignment between sales and marketing, customer service and sales operations is enabling efficiencies and freeing-up sales reps to focus on what they were hired to do: focus on the human side of selling and build meaningful relationships with their customers.
  • “In the face of uncertain economic times, short-term sales opportunities are taking a back seat in favour of long-term relationship building. In the year ahead, retailers must focus on fostering customer loyalty to drive recurring sales and consistent growth.” 

Paul Zahra, CEO, Australian Retailers Association said:
  • “The world of retail is evolving at an ever-increasing pace and sales professionals know better than most the importance of meeting the customers where they are. The pandemic accelerated changes and shifts towards omnichannel retail and demonstrated that those willing to harness technology and innovation to meet their customers needs were able to be resilient in the face of crisis.
  • “Retailers who used the past few years to consolidate their technology strategy are now reaping the benefits of sophisticated systems set-up to support growth and success.
  • “Post-pandemic, we face fresh headwinds – compounding economic strain, supply chain and resource challenges and labour shortages as well as the impact of climate change on customer sentiment and product and service offerings. It’s important for retailers to consolidate their learnings from the pandemic and to continue to listen closely to their customers and feedback from their sales teams to help navigate through what is bound to be another year of intense challenge – but momentous opportunity.
  • “The ARA predicts Australians will spend a record $66 billion in the November to December pre-Christmas trading period this year, up 6.4% on last year’s spending. The higher numbers are driven largely by price increases as well as stronger food and hospitality spending, as Aussies enjoy their post-pandemic experiences. While these are great results, it’s important to acknowledge that price increases are a factor in these numbers and are also driving Australians to spend to get in ahead of inflation.
  • “Despite the record sales numbers expected in the tail-end of 2022, retailers need to be preparing for an uncertain 2023. Agility, future focus and maximising efficiency are key skill sets needed within retail teams. Focus needs to remain customer-centric, as loyalty and retention are imperative to success in the coming years.”
Key findings:
  • Retailers feel stifled by a complex and competing sales environment: Companies are moving away from high-risk growth strategies in favour of modest and consistent growth. Globally, 42% of respondents say company-wide sales strategies and selling techniques have completely changed since the pandemic, with a focus on value-based communication that aims to solve a customer’s or prospect’s biggest challenges. 
  • Operational efficiency is taking on growing importance: Sales ops are expanding into a more strategic role, tasked with enabling sales reps to spend more time in customer conversations. Retailers say data-driven tactics, improving training on tools and technologies, and improving data accuracy and quality are amongst the most important factors to drive growth over the next year.
  • Artificial intelligence key to enabling a productive workforce: Artificial intelligence (AI) is becoming more entrenched in day-to-day activities, with 45% of retailers saying AI has been a major improvement in the use of sales reps time, prioritisation of leads (41%), and gaining an understanding of the competition (39%). 
  • Employers are focused on improving the staff experience: Retailers are looking to upgrade training and benefits to set employees up for success. But new headcount is limited – the turnover of sales professionals over the next 12 months is expected to be 26%. 
  • Retailers strive to meet rising customer expectations: Customers are looking for sales reps to meet them wherever they are, regardless of channel: this includes ecommerce platforms, social media networks and personal assistants. Currently retailers connect with customers on an average of 10 channels, with email (86%), phone (86%) and social media (85%) being the most commonly used. 

 

Methodology
Data in this report is from a double-anonymous survey conducted from Aug. 24, 2022, through Sept. 30, 2022. The survey generated 7,775 responses from a range of sales professionals from across North America, Latin America, Asia-Pacific, and Europe. All respondents are third-party panelists.

About Salesforce
Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com/au.

For more information
Download the full State of Sales report.
1 likes
retail

The best move you can make to sell more chocolate and candy at the newsagency counter

I my newsagencies we sell high-end delicious chocolate treats. The challenge is that people don’t know how good the chocolate is unless they try it. So, we regularly cut up some treats for tasing: chocolate, fudge, rocky road, and more. Each time we do this, the products sell.

Of course, we do it in a safe way, and we don’t push. What you see in the photo is at the counter, and people help themselves.

Darrell Lea were strong on takings back in the 1990s. I think it was a requirement, but I may be wrong on that. Certainly, back then, it worked a treat. And, we have done it since with other chocolate and candy makers.

It has worked very well. I highly recommend it.

Oh, and we don’t sell any everyday candy or chelate you can buy at the supermarket or a convenience store.

3 likes
retail

In all good newsagents – a pet peeve

It frustrates me when people say something is available in all good newsagents so imagine how frustrated I am at this:

And some less good ones. FFS!

5 likes
Ugh!
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