Retail Sales Playbook - scansourcecatalyst.com · COIETIAL PARTER SE OLY 1.1 RETAIL SALES PLAYBOOK | 4 Retail Industry Trends The Retail Industry To understand the current state of

RETAIL SALES PLAYBOOK | 1CONFIDENTIAL - PARTNER USE ONLY V1.1

Retail Sales Playbook


Retails Sales Playbook

Copyright © 2016 All rights reserved. Spectralink confidential and proprietary information for internal use only. No unauthorized copying or distribution permitted.

TABLE OF CONTENTS

INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

RETAIL INDUSTRY TRENDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

ACCOUNT TYPES AND AVAILABLE MARKET . . . . . . . . . . . . . . . . . . . 11

BUYER ROLES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

SALES PLAYS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

SOCIAL SELLING TIPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

SUCCESS STORIES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

SPECTRALINK SOLUTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

PARTNERS OVERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

COMPETITIVE & SALES DEAL INTELLIGENCE . . . . . . . . . . . . . . . . . . 33

APPENDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39


Other

Apparel

Department Stores

Home Improvements

Electronics Stores

Drug Store/ Pharmacy

Supermarket

Hypermarket/SupercenterSuperstore

27%

14%

10% 9%6% 6% 5%

23%

2015 NORTH AMERICAN RETAIL SUB SECTOR TRENDS

Other

Apparel

Department Stores

Home Improvements

Electronics Stores

Drug Store/ Pharmacy

Supermarket

Hypermarket/SupercenterSuperstore

Discount Stores

26%

30%

3%1%

3% 2%

6%

14% 15%

2015 EMEA RETAIL SUB SECTORS TRENDS

https://nrf.com/news/2016-top-250-global-powers-of-retailing

https://nrf.com/news/2016-top-250-global-powers-of-retailing

Introduction

The retail industry sells a wide range of products to consumers and businesses. The biggest sectors in the industry include grocery, apparel, hardware, household goods, office supplies and automobiles. Retailers include national and regional chains, franchisees and independent shops.

Globally, retail sales in both online and in-store are projected to grow from $22 trillion in 2014 to $28 trillion in 2018.1 Retail and wholesale services account for 27% of U.S. GDP, and 11% of Europe’s GDP. Retail growth is forecasted in both U.S. and Europe, meaning retailers will continue to invest in new tools and technologies.

The U.S. industry is forecasted to grow at an annual compounded rate of 5% between 2015 and 2019.4 In Europe, the forecasted growth of retail is expected to be lower than in the U.S., with the UK forecasting retail industry growth in 2016 and 2017 to be less than 2% per annum.5 Germany is expected to see a slightly higher level of retail sales growth at 2.5% in 2016.6

ACROSS THE 250 LARGEST RETAILERS GLOBALLY, THE FOLLOWING REGIONAL SUB-SECTOR TRENDS APPLY:3

Of the 250 largest retailers in the world, 37% are in Europe, 35% in North America and 21% in the Asia Pacific. On a revenue basis, North America accounts for 45% of total industry revenue with Europe providing the next 39%, Asia Pacific 13% and only 3% coming from the rest of the world.3


Retail Industry Trends

The Retail IndustryTo understand the current state of the retail industry, we have to look closely at the trends driving and, in some cases, disrupting modern retailing. Understanding these trends will ultimately help you connect Spectralink’s solutions to compelling value propositions.

Retail industry business drivers

MODERN RETAILERS HAVE TWO PRIMARY BUSINESS OBJECTIVES:

1 . Deliver a better customer experience2 . Improve operating efficiencies to drive margin

As retailers pursue these objectives, there is a common set of concerns they are facing. ■ Data security ■ Data analytics and management ■ Supply chain and inventory management ■ Staff utilization and effectiveness ■ Marketing and loyalty ■ Loss prevention and in-store safety

Each of these areas will require the implementation of specific business initiatives to help address these concerns, and Spectralink devices and application solutions can help enable these initiatives.

Retail industry business initiatives

► PAYMENT CARD INDUSTRY (PCI) COMPLIANCE FOR DATA SECURITY

PCI compliance is being conducted globally and most major retailers are in the process or have already installed chip readers at the point of sale. Retailers are also conducting other enhancements to ensure customers transactions and data collected remain secure. For example, retailers are replacing personal mobile devices with enterprise devices on the retail floor to avoid skimming. Skimming is when an employee uses a personal mobile device to steal data while handling customer cards for payment.

“ 97% of IT executives surveyed consider managing data security to be one of their top 5 considerations in 2015.7 ”

► ENABLING MOBILE POINT-OF-SALE (POS)

mPOS systems create a wide range of opportunity for retailers. Mobile devices can be enabled to track inventory, issue reorder alerts, track supply and demand analytics for improved supplier negotiations, enable customer check out from anywhere in the store, and equip employees with product content, cross-selling suggestions and enterprise inventory visibility to improve sales. Nordstrom, for example, has successfully deployed more than 6,000 mobile, PO-enabled devices throughout their 117 full-time stores.8 Additional retailers like JCPenney, Sephora, and Kingfisher have all implemented mPOS systems and will continue to hone their application sets and offerings.

► UPGRADING E-COMMERCE SYSTEMS

Nearly 58% of respondents to a recent Internet Retailer survey planned to upgrade their e-Commerce software within two years, including about a quarter that were already re-platforming.9


► CREATING NEW IN-STORE EXPERIENCES AND SERVICES

Online shopping has changed the brick-and-mortar experience and retailers are adopting new techniques to engage customers and ensure the brick-and-mortar store remains relevant and cost effective. Some of these initiatives include Buy Online, Pick Up In-Store (BOPS), offering localized product inventory, and retailers like Tesco are testing the “endless aisle” where a new type of digital signage displays all of a store’s products so customers can purchase them without having to walk around the store.

► ENABLING A UNIFIED COMMUNICATION (UC) SYSTEM

UC integrates separate modes of communication into a single, combined user experience. Email, text, voice and web solutions work seamlessly in one interface, enabling communications anytime, anywhere and on any device so the right people can be contacted at the right time. For example, in retail, the majority of customer questions are inventory-related. When a shopper can’t get immediate answers to their questions, stores miss out on a sales opportunities and the customer is far less likely to return. By minimizing time spent on information searches, retailers allow employees to focus on customers. By 2018, it is estimated that cloud PBX and UC services will become a $12 billion market.10

► IMPLEMENTING PRODUCT INFORMATION MANAGEMENT (PIM) AND MASTER DATA MANAGEMENT (MDM) SYSTEMS

Best Buy, Target, Sears, Elgiganten, Marks & Spencer, and John Lewis are all retail brands using PIM/MDM software. These systems help retailers better manage product data, improving supply chain operations and ensuring product information is consistent regardless the channel.

► INTEGRATING DISTRIBUTED ORDER MANAGEMENT (DOM) SOFTWARE AND APPLICATIONS

Just 20% of retailer respondents are using up-to-date technology for real-time inventory visibility, 24% for distributed order management and 16% for multi-channel fulfillment. The majority agrees that the ultimate goal is to migrate to a single, flexible platform capable of managing the overall business. By providing a centralized order orchestration hub, a DOM system has the capability to provide a real time view of all of a customer’s purchases across all of the seller’s channels. In this way, distributed order management becomes a key enabler of increased supply chain efficiency in addition to an improved customer experience.11

► IMPROVING THEFT PREVENTION TECHNOLOGIES AND MONITORING SYSTEMS

The Global Retail Theft Barometer reported a total loss of $42 billion for the industry.12 Retailers are turning to inventory management systems and surveillance as key sways to control shrinkage. Further, technologies have moved to mobile applications so that store managers, employees and security can all have eyes and ears on the floor.

► ENABLING RADIO FREQUENCY IDENTIFICATION (RFID) TECHNOLOGY

While still slow in adoption, Frost & Sullivan finds that sales of RFID readers, tags and software to the retail sector will grow from $738 million in 2014 to $5.409 billion in 2020, reflecting a compound annual growth rate (CAGR) of 38.9 percent.13 RFID tags will be key in helping retailers manage inventory on the sales floor, reduce shrinkage and help on the supply chain side as well.

“ RFID enables frequent [inventory] counting, which enables inventory accuracy. You can’t be great at omni-channel without having high confidence at the store level, at the size and color level,” said Bill Connell, Macy’s senior VP of logistics and operations.14 ”

► UPGRADING MERCHANDISE PLANNING SOFTWARE

65% of retailers plan to upgrade or replace their merchandise planning systems within two years, as most planning systems can’t currently support a complex omni-channel environment.15


DEMOGRAPHIC SHIFTS TO ‘DIGITAL NATIVES’

Shoppers aged 18-24 interact with retailers via social media for everything, from following favorite brands, to discovering and researching brands, to purchasing directly through social media. These interactions tend to lead to these shoppers spending more on products, relative to non-digital natives. Therefore, retailers not only need to have a social media presence, but they must be able to engage with these digital natives in the moment. More and more, this is occurring on a mobile device, which digital natives prefer. However, a great deal of economic power still resides with the older population. Therefore, retailers need to continue to engage those shoppers in the way that they are most comfortable with, which tends to be more traditional in-store customer services such as couponing or rewards programs.23

THE PROLIFERATION OF SOCIAL MEDIA NETWORKS

Interacting through social media has become a way of life, globally. More than 52% of global respondents to the Price Waterhouse Coopers survey indicated that they regularly use Facebook as part of their shopping experience.21 This is forcing retailers to learn how to navigate this social media landscape. Retailers have to optimize their mobile web presence, improve search engine rankings and know how to use different digital platforms to optimize the overall shopping experience with their brands.22 It also requires retailers to get carefully track consumers actions and share information across platforms to provide a seamless experience across all of these experiences.

THE EVOLVING ROLE OF THE STORE

Although e-Commerce sales are soaring, only 15% of consumers opt to shop exclusively online, according to a survey from Forrester and RetailNext.17 Thus, retailers will continue to focus on improving the in-store experience. For example, Target recognized the need to improve its brick-and-mortar store experience by improving merchandising and supply chain efficiencies, updating its appeal to Millennials, and revamping store layout and design.18 More and more the store is becoming a showroom for shoppers to see and touch the actual product before searching for the lowest price online and placing the order. Even traditionally online-only retailers like Amazon are opening brick-and-mortar stores, stocked with inventory based on consumer reviews and pop-up stores to coincide with key retail events like Fashion Week.

MOBILE AND RELATED TECHNOLOGIES

Mobile devices can now be used to make purchases, compare prices and locate stores. Consumers can now use their phones to use coupons, access loyalty programs, scan QR codes and receive or provide recommendations for a particular purchase. Phones are used to help make a purchasing decision if not to actually make the purchase19 in the store, thus mPOS is becoming more popular with retailers. A report by Infogroup indicates that the number of retailers using mobile POS systems will triple by 2018.20 And because consumers are using their mobile devices throughout the shopping journey, they also expect retailers and their employees to help enable their journey via mobile devices, like providing real-time inventory availability and selection information, and then completing an online order on their behalf.

Key industry disruptorsRetail executives are pursuing these objectives and business initiatives in response to a changing retail environment. We have identified four key global disruptors in the industry.16 Understanding these disruptors and how they impact the market helps you understand the context that your customers are working in.


WHAT THIS MEANS TO SPECTRALINK

The result of these disruptors is an omni-channel model in which the physical and online stores converge. Retailers must provide consumers with an always on, always available shopping experience. In order to do this, retailers are going mobile, equipping their employees with mobile devices and services, and using their physical stores as distribution hubs to expedite the supply chain process. Coordination is critical for retailers to succeed with these new programs and distribution models. Spectralink devices can be a key enabler of this coordination by providing rich voice communication and a mechanism to broadly distribute messaging, workflow, inventory and supply chain applications to employees.

DIGITAL PRODUCTSAND MOBILE SERVICES

CUSTOMERS DEMAND

FULFILLMENT

CUSTOMER DATA AND ANALYTICS

INVENTORYMANAGEMENT

AN ALWAYS-ON,ALWAYS-OPEN EXPERIENCE

$$

The Omni-ChannelThis infographic illustrates how each disruptor fuels the omni-channel model and mobile technology intersects each experience and interaction.

Spectralink can help ensure reliable communications throughout the retail value chain. With our network coverage and voice quality, we can help them enable their employees with mobility at any point in their business without losing connectivity with colleagues or external callers. Warehouse and stocking functions will appreciate the reliability and durability of our handsets. In addition, our barcode scanning capability facilitates the tracking and routing of inventory through the supply chain. Additionally, PIVOT™ can support an array of applications to enable retailers to deliver improved customer service and support.


Spectralink Enables the Omni-ChannelDoing well in the initiatives discussed above drives increased profits and overall competitiveness of a retailer. As Spectralink solutions help enable the omni-channel consumer experience, we are uniquely positioned to offer the physical interface for mobile solutions that increase communication and information delivery to support these initiatives.

WE DELIVER ESSENTIAL VOICE QUALITY IN MOBILE COMMUNICATIONS

Retailers will rely on the voice quality and reliability of the Spectralink Voice Quality Optimization (VQO) solutions to make sure that communications with customers and between associates is clear and never dropped. This will be key to maintaining customer loyalty and to facilitating workflow efficiencies across all retail types.

WE TIE THE STORE TO THE WAREHOUSE

The central warehouse is critical to success in many retail verticals, including grocery, big box and automotive parts stores. Mobile communications, workflow applications and automated alerts have a direct and positive impact on inventory distribution workflows to improve both the customer experience and the bottom line.

Warehouse managers will appreciate the reliability and durability of the handsets. The ability to check stock-levels in the warehouse or at other locations through the barcode scanner will facilitate inventory management.. Employees have access to calls without interruption. This is key to efficient fulfillment and return processes, which again increase customer loyalty.

WE INTEGRATE SEAMLESSLY WITH THIRD-PARTY SOLUTIONS

Retailers with brand-specific loyalty apps, mobile point-of-sale apps or other applications to facilitate employee responsiveness and productivity will appreciate the fact that the Spectralink solutions are flexible and can integrate seamlessly with non-proprietary third-party solutions and that Spectralink has systems and processes in place to audit, vet and effectively integrate with new application vendors. This ensures that retailers can use existing applications, so employees always have access to promotional pricing, product information and customer information anywhere on the selling floor. When employees have this information, they are able to engage in a consultative sell, provide the best pricing, help the customer and provide checkout from anywhere in the store, and ultimately deliver a better customer experience – which enhances loyalty to a store.

WE PROVIDE SECURE COMMUNICATIONS

In order to protect customer information, Spectralink devices work with third-party security applications vendors to provide Secure Enterprise Messaging will be valuable to retailers. The ability to restrict message copying and distribution outside the facility, to control the message lifespan, and to encrypt and self-destruct after a pre-set period all ensure data security for retail customers.

Similarly, safety within the store is key to ensuring a good customer experience while optimizing workflow efficiencies. The ability to quietly notify security personnel of risks through secure messaging helps reduce shrinkage while maintaining a quiet store environment where only those who need to know of a risk are aware of it and can then intervene accordingly. The safety features of the panic and built-in motion detectors and push-to-talk features ensure that security guards and others who work in the warehouse are safe and have a means of communicating the need for help in any situation.

Because the solutions communicate across devices and platforms, are flexible enough to work with existing third-party applications, and can use existing PBX and Wi-Fi infrastructure, the investment needed to implement the solutions can be minimized. This is critical in a time when IT budgets are constricted and senior IT executives now have to leverage existing systems to keep innovating.


Additional trends impacting the retail industryThere are several other related trends in retailing that help support the Spectralink value proposition. These include:

■ Economic pressure ■ Seasonal shopping ■ Employee turnover ■ Employee theft and shoplifting ■ Injury ■ Information security

Economic pressure: Retail industry growth is dependent on the strength of the economy – including interest rates, consumer spending and commodity prices. Senior retail executives face increasing economic pressure to maintain growth and profits. Further, senior IT executives now have margin responsibility, which means they must leverage technology and systems to foster innovation.29

The retail industry is also facing concentration through mergers and acquisition as a means of growth. Large companies dominate the market as suppliers favor them with volume discounts. One of the biggest examples is Walmart’s acquisition of Asda in the UK.


Spectralink solutions are flexible; they can integrate seamlessly with non-proprietary, third-party solutions and can use existing Private Branch Exchange (PBX) and Wi-Fi infrastructure. This minimizes the investment needed to implement our solutions and provides investment protection in uncertain economic environments. Further, interoperability helps companies quickly and seamlessly merge acquired companies into their operations.

Seasonal shopping: Holidays, back-to-school, or other events affect retail cash flow and business operations. During seasonal fluctuations, retailers often hire more staff to accommodate increased shopping demand. This requires training on processes and technology. Retailers are reluctant to bring in new technology during these seasonal shopping increases. This pause in the technology review lengthens the sale cycle and should be considered in your account and opportunity planning.

Employee turnover: In many countries, retail is the largest employer; however, wages and the skill-set required of the workers is typically low. Therefore, turnover tends to be high. Recruiting and training occurs constantly but is also disruptive and costly. Inadequate staffing results in poor customer service and diminished customer satisfaction. Retailers also rely heavily on part-time help because of the fluctuation of sales volume throughout the week, time of day or season. In a survey of New York City retail workers, almost 60 percent of respondents reported that they were hired as part-time, temporary, holiday or full-time flex.30 In addition, a study of 11 European countries found that just over one-third of all sales and shop workers worked part-time.31


Our wireless device design and feature sets are familiar and are coupled with user-friendly applications. Spectralink can help quickly onboard new employees. Their productivity scales quickly when they are provided with access to promotional pricing, product information and customer information anywhere on the selling floor. Spectralink reduces costs, and improves communications and staff availability. Plus, customers will see better service and responsiveness.


Employee theft and shoplifting: Employee theft accounts for 45% of losses and shoplifting accounts for 35% of losses.32 Retailers have to implement cost-effective solutions to keep this from increasing and undermining profitability.

Injury: Because of lifting-related injuries related to stocking, the retail industry has higher injury rates than other sectors. For example, the retail sector injury rate in the U.S. is about 20% higher than the national average. Non-fatal workplace injuries amounted to nearly $62 billion in direct U.S. workers compensation costs. This translates into more than a billion dollars a week spent by businesses on these injuries.33

Information security: Retailers often access and store confidential customer information through loyalty and credit card payments. The recent security breaches of 2014, such as Target Stores in the US, have put the need to protect customer data at the forefront of the retailer’s business initiatives. The average cost paid for each lost or stolen record containing sensitive and confidential information is $165/per record.34 But this cost must come out of the operating budget, which restricts the funds that are available for innovation.35 Interestingly, the growing number of data breaches at U.S. retailers is due in part to mandatory data breach disclosure laws which require them to notify their customers and other parties when a breach occurs. Europe and other countries do not have these laws in place, so breaches tend to be more hidden. However, EMEA-based retailers like Moonpig, Morrison’s Supermarkets and T-Mobile have also experienced recent breaches.36


Security and safety are built into Spectralink solutions. Operationally, they help provide safety in the store by giving associates the capability to quietly notify security personnel of risks so they can react without disrupting the customer shopping environment. Safety features, including panic and built-in motion detectors, can quickly summon emergency personnel. Secure enterprise messaging restricts message copying and distribution outside the facility to protect customer information. The ability to own and control key communications devices gives retailers the ability to implement critical control to manage information security risks. Spectralink devices can be configured and managed to address a variety of risks. Unlike BYOD devices, Spectralink phones remain the property of the retailer and limit significant concerns around data privacy.


Account Types and Available Market

In this section we will review the major sub-sectors of the retail industry. Each sector has unique needs for their specific products and store/dealer layouts that drive communication needs. You should consider all the retailer prospects in your territory by type to understand how to best approach them.

We’re providing a snapshot of the top 10 retailers from the top 250 list here. The full list is in the appendix.

THE SWEET SPOT FOR SPECTRALINK

Large retail environments of more than 20,000 square feet and revenues between 15M and 1B.

The retail market is very large globally, with a high degree of concentration in the largest retail providers but a very long tail of smaller providers. Overall, the top 10 retailers in the world account for 30% of the retail sales volume of the top 250 retail companies globally.44

TOP 250

RANKNAME OF COMPANY

COUNTRY OF ORIGIN

FY2014 RETAIL

REVENUE (US $ MIL)

FY2014 RETAIL

REVENUE GROWTH

FY2014 NET

PROFIT MARGIN

FY2014 RETURN

ON ASSETS

FY 2009-2014

RETAIL REVENUE

CAGR*

# COUNTRIES

OF OPERATION

% RETAIL REVENUE

FROM FOREIGN

OPS .

1 Wal-Mart Stores Inc. U.S. 485,651 2.0% 3.5% 8.4% 3.5% 28 28.3%

2 Costco Wholesale Corporation U.S. 112,640 7.1% 1.9% 6.3% 9.5% 10 28.6%

3 The Kroger Co. U.S. 108,465 10.3% 1.6% 5.7% 7.2% 1 0.0%

4 Schwarz Unternehmenstreuhand KG Germany 102,694e 7.2% n/a n/a 7.7% 26 59.2%

5 Tesco PLC U.K. 99,713 -2.1% -9.3% -13.0% 1.8% 13 30.0%

6 Carrefour S.A. France 98,497 -0.3% 1.8% 3.0% -2.8% 34 52.7%

7 Aldi Einkauf GmbH & Co. oHS Germany 86,470e 6.6% n/a n/a 6.8% 17 57.1%

8 Metro Ag Germany 85,570 -4.0% 0.3% 0.6% -0.8% 32 59.3%

9 The Home Depot Inc. U.S. 83,176 5.5% 7.6% 15.9% 4.7% 4 10.2%

10 Walgreen Co. U.S. 76,392 5.8% 2.7% 5.5% 3.8% 2 1.5%

TOP 101 $1,399,267 3 .2% 1 .9% 4 .3% 3 .8% 16 .72 31 .5%

TOP 2501 $4,476,624 4 .3% 2 .8% 4 .3% 4 .9% 10 .42 23 .4%

TOP 10 SHARE OF TOP 250 RETAIL REVENUE 29 .9%

Spectralink solutions are especially effective in large retail environments (> 20,000 sq. ft.), where communication can be challenging between employees and where it can be difficult to respond quickly to customer requests. Let’s look further at the top retail account types.


Grocery/Supermarket

THE TOP 15 GLOBAL GROCERY/ SUPERMARKET RETAILS INCLUDE:

In the U.S. (2011)45 212,000 food stores sold $571 billion in food and non-food items:

■ 91% = traditional food stores ■ 5.5% = convenience stores without gasoline ■ 3.4% = specialized food stores

Sales increased in 2010 and 2011 by only .08% due to increased competition from nontraditional food retailers (warehouse clubs, supercenters, drugstores and pharmacies, and other retailers as consumers economized on food spending during the 2007-2009 recession).

The 20 largest food retailers account for 63.8% of U.S. grocery sales. Mergers and acquisitions in 2013 were at highest levels since 2007.

In Europe, Germany ($260B), France ($238B) and the UK ($212B) are the three largest national markets and only follow the U.S. in global market size.46 The Grocery Store market in Europe is expected to see additional consolidation over the next 10 years, resulting in about half of the total number of large retailers participating in the market.47

Across Europe, the Grocery Store market varies greatly by both the household purchasing capacity and the associated size and growth of the national markets: 2013 to 2018 compound annual Grocery Store market growth:48

■ UK: 4.0% ■ Spain: 3.8% ■ France: 2.7% ■ Germany: 2.1% ■ Italy: 2.1%

These five country level markets in Europe are also different in terms of concentration, which create different opportunity types by country. Percent of market share in the top three providers:49

■ Germany: 60% (Edeka, Lidl, Rewe) ■ UK: 54% (Tesco, Sainsbury’s, ASDA) ■ France: 47% (Carrefour, E Leclerc, Intermarche) ■ Spain: 47% (Mercadona, El Corte Ingles, Carrefour) ■ Italy: 20% (Coop, Conad, Auchan)

COMPANY COUNTRY OF ORIGIN REGION 2014 RETAIL

The Kroger Co. U.S. North America $108,465Tesco PLC U.K. EMEA $99,713

Edeka Group Germany EMEA $60,960Rewe Combine Germany EMEA $51,168

Koninklijke Ahold N.V. Netherlands EMEA $43,566ITM Développement International

(Intermarché) France EMEA $38,164

J Sainsbury plc U.K. EMEA $37,832Safeway Inc. U.S. North America $36,330

Publix Super Markets Inc. U.S. North America $30,802Delhaize Group SA Belgium EMEA $28,395

Wm Morrison Supermarkets PLC U.K. EMEA $27,531AB Acquisition LLC (now Albertsons

Companies Inc.) U.S. North America $27,199

Système U, Centrale Nationale France EMEA $25,004Coop Group Switzerland EMEA $24,696

Mercadona S.A. Spain EMEA $24,515H.E. Butt Grocery Company U.S. North America $22,600


Big Box & Department

THE TOP 15 GLOBAL BIG BOX AND DEPARTMENT RETAILERS INCLUDE:

In the U.S.50 these retailers had $166.1 billion in revenue in 2014 and annual growth of -4.1% from 2009 to 2014. These stores occupy huge physical spaces (greater than 50,000 sq. ft.) and offer a variety of products. They achieve economies of scale by focusing on sales volume; profit margins on products are low. Their annual growth 2014-2019 is projected to be -1.4%.

Mergers and acquisitions continue to consolidate the market. And the market is expected to continue to decline for two key reasons:

■ As consumer confidence and disposable income increase, people are more likely to shop at traditional retail outlets where they expect more personalized service and support

■ While a few companies like Target and Walmart have shifted toward supercenters that address all needs, including grocery, most Big Box and Department store segments are moving to smaller, more localized store offerings.

In Europe, Big Box stores are known as Department stores while retailers such as Costco are known as bulk-buy or wholesale stores. These are newer to Europe than the U.S. because of real estate constraints in city centers. Hypermarket stores are primarily grocery supermarkets that may also sell additional items, such as clothes, limited electricals, garden, and furniture. They tend be smaller in Europe compared to those in the U.S., at less than 6,500 square meters. Carrefour is one of the leading hypermarket providers in Europe.


Wal-Mart Stores Inc. U.S. North America $485,651

Tesco PLC U.K. EMEA $99,713

Carrefour S.A. France EMEA $98,497

Groupe Auchan SA France EMEA $69,622

Casino Guichard-Perrachon S.A. France EMEA $64,462

Centres Distributeurs E. Leclerc France EMEA $48,573

Loblaw Companies Limited Canada North America $37,812

Sears Holdings Corporation U.S. North America $31,198

Macy's Inc. U.S. North America $28,105

Migros-Genossenschafts Bund Switzerland EMEA $25,609

Kohl's Corporation U.S. North America $19,023

Marks and Spencer Group plc U.K. EMEA $16,641

Meijer Inc. U.S. North America $15,700

Coop Italia Italy EMEA $14,860

El Corte Inglés S.A. Spain EMEA $14,639


Home Improvement

The global DIY/Home Improvement retail market, which includes home centers and hardware stores, generates about $550 billion in annual revenue. Leading regions include North America, about 60% of the market and Europe, about 33%.51 In the U.S.,52 the top retailers had $156 billion in annual revenue and annual growth from 2010 to 2015 of 3.8%. There are approximately 22,000 establishments (single-location companies and units of multi-location companies) that employ 626,062 people across the U.S. Increasing consumer investment in remodeling is expected to boost growth and sales.

Home Depot and Lowe’s account for the majority of U.S. industry revenue, and in Europe B&Q, Brico, Castorama, Depot, Leroy Merlin, OBI, and SkrewFix dominate the market. Market concentration and homogenous product lines lead to high levels of price competition and low margins. High consumer confidence and an improved economy position the industry to grow in the next five years.

Spending per capita on do-it-yourself products is highest in the U.S., Norway, New Zealand, Germany, Luxembourg, Austria, France and Canada. However, many retailers are looking to grow by investing in emerging markets such as Eastern Europe, Russia, North Africa and South America.53


The Home Depot Inc. U.S. North America $83,176

Lowe’s Companies Inc. U.S. North America $56,223

Groupe Adeo SA (Leroy Merlin) France EMEA $19,541

Kingfisher plc (B&Q, Brico, Depot, SkrewFix, Castorama) U.K. EMEA $17,954

Tengelmann Warenhandelsgesellschaft KG (OBI) Germany EMEA $10,423

Menard Inc. U.S. North America $9,900

The Sherwin-Williams Company / Paint Stores Group U.S. North America $6,852

Bauhaus GmbH & Co. KG Germany EMEA $6,589

HORNBACH-Baumarkt-AG Group Germany EMEA $4,347

RONA Inc. Canada North America $3,712


Automotive Parts

In the U.S.57 these retailers had $800 billion in annual revenue, operating across 45,000 new and used vehicle dealers. Consumer spending and interest rates drive demand for cars and this is a highly fragmented industry, with the top 50 companies generating less than 15% of revenue.

Note that this account type depends on IP-PBX and Wi-Fi infrastructure. Traditionally, car dealerships have never made the move to SIP or IP and their ability to provide an infrastructure that supports such a solution is limited. DECT can play here but wiring and enabling a clean and cost-effective infrastructure will be key.

Digital integration will also play a role.

Spectralink and its partners should focus on luxury, new car dealers that incorporate maintenance and repair services. They need to keep sales, repair crews and customers connected for high-end customer service as well as offer one-stop shopping for customers to buy, finance and service the vehicle.

The U.S. saw 4% annual growth between 2011 and 2016 with over 1 million employees (salespeople, technicians, office workers) across 18,104 dealerships.58 But inventory management systems are reducing labor needs.

Auto Dealerships

These retailers sell new and used automotive parts and accessories, repair automobiles and install automotive accessories. In Europe, parts and accessories for the automotive after-market is around €8 billion.54 In the U.S.55 these companies had $52 billion in revenue in 2015 with 1.0% annual growth from 2010 to 2015. They operate 17,224 stores with 320,510 employees.

The top automotive parts retailers in the U.S. include: ■ Advance Auto Parts ■ Auto Zone Inc. ■ Genuine Auto Parts Company ■ O’Reilly Automotive Inc.

And in Europe include: ■ Kwik-Fit ■ Bosch Diagnostics ■ A.T.U. ■ Pit-Stop

Generally, the U.S. auto parts industry has proven immune to the competitive pressures from Amazon and has shown extremely high levels of growth by the top retailers. Distribution and supply chain management efficiency appear to be a strong competitive differentiator in this market. The auto parts industry also require a scanning and inventory tool that encompasses voice. There are specific applications that these retailers look for to increase sales on the floor for a demanding shopper profile.

In Europe, the parts industry has a larger percentage of independent repair shops. Insurers, fleet operators and leasing companies are all experiencing price pressures, and to remain competitive they are moving their vehicle repair and maintenance to partnerships with independent big service chains. These contracts put greater pressure on the service chains to scale their services, tools and technologies and provide better communication and supply chain management.

“ The profitability of individual companies depends largely on inventory management and marketing.56”


PROFILE: ■ Mostly male, ages 40-65 ■ 15+ years of general business leadership ■ Sales, marketing and customer service backgrounds

■ Master’s degree in business or related field

MOTIVATIONS: ■ Create brand loyalty ■ Reduce costs ■ Productivity and efficiency ■ Profitability

BUSINESS INITIATIVES: ■ Create a retail niche ■ Develop a merchandising strategy ■ Optimize inventory

– Example: Implement systems to use radio frequency identification (RFID) devices to transmit and store product information and tracking

■ Maintain competitive pricing ■ Improve inventory management technology ■ Leverage the internet

JOB DESCRIPTION:Senior executives oversee the operation of IT, Finance, the Supply Chain and Store Operations, and are responsible for fostering collaboration between the groups. Executive personnel, in particular the Operations Executive, play a large part in buying decisions and look to Department Directors for strategic recommendations and guidance.

In retail, executives are focused on creating a retail niche that differentiates them from competition that sells comparable merchandise. They also focus on the profitability of the store and therefore on initiatives that show a high return on investment.

BUYER PERSONA: An economic buyer who provides buying approval, but will rely on others to evaluate the product. Finance executives may help negotiate price.

Buyer Roles

Executive

Similar titles: U .S . Chief Executive Officer (CEO); Chief Information Officer (CIO); Chief Financial Officer (CFO); Chief Operating Officer (COO) EMEA Chief Executive Officer (CEO), Managing Director or Executive Director; Director of IT; Finance Director; Director of Operations

Human Resources Executive

PROFILE: ■ Ages 35-55 ■ 15+ years of general business leadership ■ Human resources and customer service background

■ Master’s degree in business or related field

MOTIVATIONS: ■ Minimize employee turnover ■ Reduce the burden of training

BUSINESS INITIATIVES: ■ Maximize workflow efficiencies ■ Implement technology to train employees ■ Increase workplace security to increase employee satisfaction

■ Manage commission-based incentive programs to promote sales of certain products

JOB DESCRIPTION:

HR executives are responsible for recruiting and retaining the company workforce. They recognize that the talent they hire and the tools they provide to that talent have an immediate impact on customer service and therefore, customer satisfaction and loyalty.

BUYER PERSONA:

The HR executives can influence the purchasing decision by connecting HR management to operational efficiencies and customer experience.

Similar Titles: U .S . VP–Human Resources, Director–Human Resources EMEA HR Director; Head of HR; HR Manager


Marketing Executive

PROFILE: ■ Mostly male, ages 35-55 ■ 15+ years of sales and marketing ■ Will have a master’s degree in business and/or marketing

MOTIVATIONS: ■ Attract and retain customers ■ Increase revenues ■ Increase profitability

BUSINESS INITIATIVES: ■ Introduce apps that facilitate customer loyalty programs – Example: Notifying customers of promotions

and special discounts ■ Oversee merchandising strategies ■ Create a quiet store environment ■ Manage commission-based incentive programs to promote sales of certain products

■ Communicate pricing and promotions to employees and customers instantly and seamlessly

■ Increase same-store revenue growth

JOB DESCRIPTION:

The Head of Marketing leads the team that is responsible for developing customer loyalty by creating a distinct shopping experience. This executive is responsible for implementing pricing, promotions and loyalty programs, and shopping experiences to attract and retain customers.

BUYER PERSONA:

The Head of Marketing can influence the purchase of technology that facilitates customer loyalty programs and creates a unique shopping experience.

Similar Titles: U .S . VP–Marketing; VP–Marketing Operations; VP–Marketing Programs EMEA Marketing Director; Customer Services Director; Merchandise & Marketing Director

JOB DESCRIPTION:

The Head of Operations is responsible for managing the day-to-day activities of the store to create a good working environment. They have general oversight of several different locations. They are responsible for the design, operation and measurement of how effectively, efficiently and profitably the stores’ processes function. They will drive programs to improve operational efficiency, growth, safety and worker productivity.

Because they drive the programs to maximize efficiency and profit, they hold the budget for technical solutions. Generally, they have responsibility for mobility solutions in voice, POS and data capture.

BUYER PERSONA:

Is the initial contact and gatekeeper for Spectralink/reseller. They will recognize the need for technology to enable the operations programs but will look to the IT Director to make the technical recommendation regarding vendors.

PROFILE: ■ Ages 35-55 ■ 10+ years in retail management ■ Master’s degree in business administration

MOTIVATIONS: ■ Improve front of store and back of store efficiency

■ Maximize Return on Investment (ROI)

BUSINESS INITIATIVES: ■ Maintain employee satisfaction and safety ■ Oversee employee training and productivity ■ Manage inventory turnover and fulfillment ■ Implement merchandising strategies to facilitate inventory turnover

■ Minimize shrinkage ■ Reduce costs and better utilize current platforms to enable upgrades and new technologies

Operations ExecutiveSimilar titles: U .S . Director of Operations, Operations/ Service Director, Operations Manager, VP Operations, VP Supply Chain

EMEA Director of Operations, Retail Operations Director, Operations Manager, Operations Director


PROFILE: ■ Mostly male, ages 30-55 ■ 8+ years of information technology experience ■ Bachelor’s degree in computer science or related field, often have a master’s degree

■ Experience in the most current technologies and products used in the industry

MOTIVATIONS: ■ Provide the business with fast, reliable networks and technologies

■ Add value to the business through technology

BUSINESS INITIATIVES: ■ Implement apps that facilitate customer loyalty programs

– Example: Notifying customers of promotions and special discounts

■ Enable data/information security ■ Ensure employee and customer safety ■ Implement or upgrade technology on existing platforms to leverage current investments

Information Technology Director

JOB DESCRIPTION:

The Information Technology (IT) Director is responsible for the overall planning, organizing and execution of all network, telecom, computer and information systems to best support the retailer’s operating, financial and strategic objectives. This includes directing all IT operations to meet requirements as well as the support and maintenance of existing applications and development of new technical solutions.

This role is responsible for staying current with technical IT solutions, implementing new technologies and making improvements to IT infrastructure. The IT Director oversees product evaluations, and identifies and recommends hardware, software and professional solutions. They advise the Executive Team and work closely with the Operations Director.

They typically work within a very tight budget, but implementing new projects provides an opportunity to ask for more money to implement new technologies.

BUYER PERSONA:

The IT Director is a technical buyer with economic approval. They will work with Spectralink or the reseller to develop and test Spectralink solutions and ultimately recommend a purchase to the retail organization’s operations leadership.

Similar titles: U .S . IT Director; Director/ Manager of Networking EMEA IT Director; Network Manager; Manager of Telecom

Key Point

Many of the big retail chains have outsourced IT to big system integrators that select, implement and maintain the solutions for them. Therefore, the main decision maker is not in the end customer organization but typically will be the project manager responsible for the full IT/telephony strategy of the retail chain.


Sales Plays

PLAY 1: Customer Experience

DESCRIPTION:

Enable new services and interactions with customers for more timely solutions.

41% of shoppers have abandoned a purchase due to long wait times, and 86% avoid stores where they perceive lines to be too long.37

Mobile technology enables new services and interactions with customers for more timely solutions, as well as improved selling solutions. A good customer experience leads to repeat purchases, long-term customer loyalty, and ultimately improved profits.

BUSINESS DRIVER

Deliver a better customer experience

BUSINESS INITIATIVE

■ Reduce time to transaction ■ Provide new service offerings at point of sale ■ Supply up-to-date product information on pricing, promotion and stock availability

■ Improve store-to-store communications ■ Deliver consultative selling ■ Provide a quiet shopping experience by eliminating overhead communications

BUSINESS INITIATIVE OWNER

■ Executive Team ■ Marketing/Merchandise Director ■ Director of Operations ■ Director of IT

With Spectralink, employees now have access to more product information, which allows them to provide consultative selling to customers while accessing the convenience and speed of shopping at a brick-and-mortar location. Similarly, associates and managers can spend more time on the selling floor because inventory management and stock checks can be made via text or voice communication with warehouse personnel. Spectralink, combined with third-party apps, provides store associates with the most current pricing and promotions information to ensure that customers receive the best or same price in the store that they would receive online. Finally, integrating Spectralink’s Pivot device with third-party mobile point-of-sale devices and check-out applications allows customers to check out faster from anywhere in the store.

SPECTRALINK’S VALUE PROPOSITION

SOLUTION

DECT, WI-FI and PIVOT ■ Enables customer loyalty apps ■ Inventory lookup ■ Product scanning ■ Voice quality (customer-to-employee and employee-to-employee)

REFRAME

Reframe to this when the buyer doesn’t see the value in PIVOT. Reframe to the ability to offer more information to the customer to increase customer satisfaction and loyalty by allowing the associate to be a consultant rather than merely enabling the transaction. You may have a second opportunity to reframe when your buyer indicates they are looking at BYOD policies as a solution. Personally owned devices look unprofessional and from the customer’s perception look like sales associates are not working or are ignoring customers.

BUSINESS OUTCOMES

■ Increase customer satisfaction and loyalty ■ Upsell or cross-sell ■ Increase inventory turn ■ Preserve reputation ■ Increase employee workflow efficiency

AIMS PARTNERS

U.S. Only: Status Solutions, Soti, IP Blue, 303 Software, Blue Fletch, Nimbus IT EMEA Only: Blue Sky wireless, FlexValley, IQ Messenger, Novalink, New Voice, Optiflows, Tecnel, Zonith


Play 2: Improved Communications

DESCRIPTION:

Seamless communication with customers drives customer satisfaction and loyalty. And this includes communication with all associates who can add value to the sale. For example, an apparel store customer can text a sales associate directly from the dressing room to request different sizes or the services of a tailor. Or they can press a button in the dressing room that sends an alert to the closest associate’s phone to receive prompt service. The associate can request assistance or coordinate a team of associates to help meet the customer’s unique requests. Communication between employees is critical to ensuring both workflow efficiency and employee satisfaction.


Spectralink’s solutions offer proprietary VQO (Voice Quality Optimization) to ensure that phone conversations prioritize voice to ensure clear communication without dropped calls. This ensures that customers experience a fast, easy communication flow with retailers. Further, employees are able to communicate clearly and efficiently to meet a customer need and to increase workflow efficiencies throughout the inventory management process.

BUSINESS DRIVER

■ Drive operational efficiencies ■ Deliver a better customer experience

BUSINESS INITIATIVE

■ Implement mobile inventory management

■ Enable consultative selling ■ Improve employee training and efficiency with workflow applications

■ Improve store-to-store communications


■ VP of Operations ■ Director of IT ■ VP of Marketing

SOLUTION

DECT, WI-FI AND PIVOT ■ Voice quality ■ Enable robust customer-facing apps ■ Barcode scanner to check stock levels ■ Applications for in-store secure messaging to maintain a quiet store environment

■ Push messaging and alerts

REFRAME

Reframe to this when retailers are reluctant to invest in wireless or move to PIVOT. Reframe the conversation to focus on the value of voice quality and seamless information flow when interfacing with customers. Reframe to the ability to optimize workflow through improved communication among employees through voice, text and apps to manage front and back of store operations.

BUSINESS OUTCOMES

■ Enhanced workflow throughout the technology integration

■ Deliver a better customer experience to create loyalty

AIMS PARTNERS

U.S. Only: 303 Software, Blue Fletch, Canamex Communications, ConnectTalk Solutions, Soti, Status Solutions, IP Blue, Nimbus IT

EMEA Only: Atus, Blue Sky Wireless, FlexValley, IQ Messenger, Novalink, New Voice, Optiflows, Tecnel, Zonith


Play 3: Safety for Employees and Customers

DESCRIPTION

Provide a safer shopping environment through notification and alert capabilities. Falls, accidents or malicious behavior by employees or customers open up retailers to the risk of lawsuits as well as customer and employee dissatisfaction. The ability to provide a safe working and shopping environment is paramount to maintaining or increasing customer and employee loyalty and to minimizing the costs associated with accidents.

BUSINESS DRIVER

■ Deliver a better customer experience ■ Improve operating efficiencies

BUSINESS INITIATIVE

■ Provide a quiet environment by eliminating overhead communications

■ Optimize in-store safety ■ Increase staff productivity ■ Improve overall employee and customer satisfaction


■ HR Director ■ Director of Operations


Safety within the store is key to ensuring a good customer experience while optimizing workflow efficiencies. The ability to quietly notify security personnel of risks through secure messaging applications provides them with required information while maintaining a quiet store environment where only those who need to know of a risk are aware of the risk and can then intervene accordingly. The safety features of the panic and built-in motion detectors and push-to-talk features ensure that security guards and others who work in the warehouse are safe and have a means of communicating the need for help in any situation. And the built-in camera capability can help document incidents in detail without bias, for insurance purposes.

SOLUTION

DECT, WI-FI AND PIVOT ■ Duress/Panic Button ■ “Running” notification ■ Secure messaging ■ Voice quality optimization ■ Enables workflow applications ■ Push-to-talk ■ Camera

REFRAME

Reframe to this play when the retailer does not see the value in notifications, alerts or secure text messaging. Reframe to the safety of employees and customers to reduce employee turnover and increase loyalty of customers and staff. You may have a second reframe opportunity if the buyer doesn’t see the benefit of upgrading from existing radio communications. Spectralink phones are quieter and less disruptive to avoid aggravating an already tense situation. And they have the same durability with a 3-5 year lifecycle.

BUSINESS OUTCOMES

■ Improve workforce safety ■ Decrease risk of liability due to on-the-job injuries

■ Reduce cost

AIMS PARTNERS

U.S. Only: Soti, Canamex Communication EMEA Only: IQ Messenger, Atus


Play 4: Manage Stock Efficiently

DESCRIPTION

In retail, inventory management is critical to the success of the retailer. Inventory must be available to customers when needed but retailers must also ensure that the stock is turning over efficiently. Two of the main ways inventory management affects business include:

■ Boosts customer service / experience

Inventory management impacts customer service by making sure the right product assortment and quantity are available. This avoids the waste of providing shelf space for items that are obsolescent or just will not sell without heavy discounting. Additionally, products must be available in the location that customers expect. Promotional items can be offered, tested and adjusted in near real-time

■ Improves bottom line

The ability to increase product turnover maximizes revenue and increases workflow efficiencies. New planograms can be generated more quickly based on actual goods still on the shelf and can speed inventory replenishment. This helps management whisk away non-turning inventory to make room for items with better prospects.

SOLUTION

DECT, WI-FI AND PIVOT ■ Enables inventory & workflow applications ■ Camera ■ Barcode scanner ■ Voice quality ■ Push-to-talk ■ Secure text messaging ■ Hands-free commands

REFRAME

Reframe to this when retailers don’t see the impact of telephony equipment on improving operations management by improving inventory management.

BUSINESS OUTCOMES

■ Agile management of promotional items ■ Minimize write-offs for obsolescent/non-turning inventory

■ Minimize discounting for old inventory ■ Improve customer satisfaction by making sure that product is available or finding the product for the customer

■ Less waste

BUSINESS DRIVER


BUSINESS INITIATIVE

■ Provide customers up-to-date stock availability

■ Improve communications between the front and back of stores

■ Improve the efficiency of managing inventory through the supply chain

■ Increase staff productivity ■ Modernize merchandizing to optimize assortment, pricing and inventory


■ Director of Operations ■ IT Director


Spectralink solutions provide value by keeping information and content flowing among employees to ensure efficiency in the entire work-stream, from the time inventory is received in the warehouse to the time it is shelved in the stores and ultimately delivered to the customer. A breakdown in communication or hand-off between these workflows can be expensive to a company’s bottom line, not to mention detrimental to the customer experience. Precise tracking of inventory movement is impossible without a scanner built into the communications device.

AIMS PARTNERS

U.S. Only: Connect talk Solutions, Soti, Status Solutions, IP Blue

EMEA Only: Atus, Blue Sky Wireless, FlexValley, IQ Messenger, Novalink, New Voice, Optiflows, Tecnel, Zonith, Indyme


Play 5: Information Security

DESCRIPTION:

The data breaches of high profile retailers (Target, Morrison’s) in 2014 make securing customer data a priority for retail CIOs. Breaches lead to lawsuits, fines and – even worse – damage to a brand’s reputation. Using facility-owned devices with secure networking and applications reduces the risk. However, IT budgets are not increasing to accommodate this need and the need to innovate. Therefore, CIOs must find ways to secure data by leveraging the assets they already have on an ongoing basis since cybercriminals are becoming increasingly sophisticated, well-funded and well-organized.


The ability to secure information comes at multiple levels. Initially, the breadth of the Spectralink product line – DECT, Wi-Fi and PIVOT™ – allows customers to select the right device to meet their business need while minimizing security risk. For example, if voice-only communications are needed, a DECT or Wi-Fi handset can be selected, limiting the risk of other information being captured and shared on a personal or other device. If more robust business requirements direct customers toward PIVOT, the PIVOT device can be configured to meet the needs of the business and remove unneeded risk associated with the device via configuration. The Spectralink devices provide control that security teams need to minimize information security risk.

BUSINESS DRIVER


BUSINESS INITIATIVE

■ Secure customer information and transaction data

■ Improve communications


■ Director of Operations ■ Director of IT ■ Information Executives

SOLUTION

WI-FI AND PIVOT ■ Wi-Fi is enabled via the facility’s infrastructure, so remains behind the firewall

■ Enterprise device stays on-site, unlike BYOD

■ IT can ensure all devices are installed and running secure applications

REFRAME

Reframe to this when retailers are reluctant to invest in wireless or move to PIVOT. Reframe the conversation to focus on information security and maintaining a good secure reputation.

BUSINESS OUTCOMES

■ Protect sensitive customer information ■ Reduce costs ■ Protect and maintain a secure reputation to maintain customer loyalty

AIMS PARTNERS

U.S. Only: Canamex Communications

EMEA Only: Atus


Play 6: Reduce Shrinkage

DESCRIPTION:

Shrinkage due to employee theft, shoplifting and fraud is a challenge that every retail segment faces. The ability to identify and rectify these losses has an immediate impact on the bottom line for retailers.


Spectralink devices improve the communication flow about where products are at any point in time. This allows employees to see quickly if a product is not where it is supposed to be at any point in the process and identify shrinkage. Managers can then implement measures to monitor employees and customers and implement programs to reduce theft, fraud and shoplifting without alerting customers to the situation.

BUSINESS DRIVER

■ Improve operating efficiencies

BUSINESS INITIATIVE

■ Reduce rate of theft and fraud ■ Improve communications ■ Optimize in-store safety


■ Director of Operations ■ Director of IT ■ Information Executive

AIMS PARTNERS

U.S. Only: 303 Software, Blue Fletch, Canamex Communications, ConnectTalk Solutions, Soti, IP Blue, Nimbus IT

EMEA Only: IQ Messenger, Atus

SOLUTION

DECT, WI-FI AND PIVOT ■ Camera ■ Barcode scanner ■ Push- to-talk ■ Voice quality ■ Enables inventory and workflow applications

REFRAME

Reframe to this when retailers are reluctant to invest in wireless or move to PIVOT. Reframe the conversation to focus on the ability to reduce loss and increase the bottom line through better inventory management and communication. And if the buyer is leaning toward BYOD, remind them that personally owned devices are more likely to be stolen. Replacement costs and overall administration fees will increase, as does the risk for data breaches.

BUSINESS OUTCOMES

■ Increased ROI ■ Ability to reinvest recouped losses into the business

■ Improved workflow efficiency


Play 7: Mobile Interoperability

DESCRIPTION:

Many retailers have developed their own customer loyalty apps or already have partnerships with established developers to provide customer and employee-facing applications. Therefore, new tools and devices must be able to work directly with current platforms and vendors. Retailers can then generate more value from existing platforms and applications, avoid unnecessary costs and increase the return on IT investments while still being able to keep up with business demands.


While Spectralink PIVOT provides retailers with the ability to provide robust applications, the true benefit is the Android-based flexible platform that can partner with any third-party middleware or software vendor.

BUSINESS DRIVER

■ Drive operational efficiencies ■ Deliver a better customer experience to create loyalty

BUSINESS INITIATIVE

■ Provide an omni-channel shopping experience

■ Provide improved value to customers ■ Improve inventory management ■ Increase staff productivity ■ Modernize merchandizing ■ Improve communications ■ Optimize in-store safety


■ Director of Operations ■ Director of IT ■ Finance Executive ■ Information Executive ■ Marketing/Merchandise Director

SOLUTION

WI-FI AND PIVOT ■ Enable customer to choose point-of-sale (POS) vendor

■ Enable customer to choose middleware/software vendor

■ Enable customer to leverage current technology and vendors

REFRAME

Reframe to this when retailers are reluctant to invest in wireless or move to PIVOT. Reframe the conversation to focus on the ability to integrate seamlessly with current applications and technology. This provides investment protection while helping them scale capabilities to keep up with business demands.

BUSINESS OUTCOMES

■ Reduced cost ■ Enhanced workflow throughout the technology integration

■ Deliver a better customer experience to create loyalty

AIMS PARTNERS

U.S. Only: Status Solutions, IP Blue

EMEA Only: Blue Sky Wireless, FlexValley, IQ Messenger, Novalink, New Voice, Optiflows, Tecnel, Zonith


Social Selling Tips

WHAT IS SOCIAL SELLING?

Social selling is the process of researching, connecting, and interacting with prospects and customers on social media networks like LinkedIn and Twitter. It supports lead nurturing by commenting on, liking and sharing prospects’ and customers’ posts. Salespeople create relationships with buyers and boost their credibility by taking an interest in what they’re interested in.

GETTING STARTED

Optimize your social profiles

Join relevant LinkedIn Groups:

“ 72.6% of salespeople who incorporated social media into their process outperformed their colleagues. ” – The Social Media and Sales Quota Survey 2015

Request to Join Template

Dear [insert Admin Contact]

I am an [insert title i.e. Account Executive] at [insert company]. Our company provides wireless communication devices and application services for [insert relevant vertical].

I’m interested in joining [insert name of group] to stay current on the business initiatives, issues and trends impacting professional members, as well as the technologies they are implementing to become more productive in their roles.

I look forward to joining the group and participating in the discussions.

Sincerely, [insert name]

■ Thomson Reuters – 20,536 members ■ Retail Industry Professional’s Group – 443,903 members ■ Retailing Today – 5,006 members ■ SPECS – 4,054 members ■ OmniShopper – 20,536 members ■ The RILA Network – 3,542 members ■ Retail Management Executive’s Group – 197,845 members ■ New Retail Technology – 1,601 members ■ Supply Chain Management Practitioners & Experts – 37,100 members

■ CILT Supply Chain Inventory Management Group – 9,038 members

■ Global Retail Intelligence – 3,962 members ■ Grocery and Supermarket Technology and Merchandising – 4,030 members

■ Grocery & FMCG Network Powered by The Grocer – 10,885 members

■ Harvard Business Review – 999,998 members ■ RIS News – 1,442 members ■ IDG Supply Chain Forum – 1,071 members ■ FIRAE International Retailing Group – 560 members


CONNECT WITH POTENTIAL BUYERS

Connect to people associated with your Account and key stakeholders within retail organizations using LinkedIn’s ‘Get Introduced’ or ‘InMail’ service.

InMail Best Practices: ■ Use a compelling subject line ■ Demonstrate that you’ve done your homework on the recipient’s company

■ Mention a common contact ■ Refer to a common LinkedIn group ■ Comment on a LinkedIn group posting (theirs or someone else’s) ■ Discuss a common company, experience, or personal interest based on reading their profile

■ Ask for an opinion ■ Make it about their needs, interests, and goals and not just your product or service

■ Avoid product and service descriptions

ENGAGE WITH POTENTIAL BUYERS ■ Share content that is relevant to their motivations and business initiatives, such as: www.retailtouchpoints.com/features/executive-viewpoints/not-just-for-shoppers-how-mobile-helps-store-associates or www.kingfisher.com

■ Like and Favorite content, in particular content posted by those you are connected with

– Comment, but make it meaningful

Subscribe to LinkedIn Sales Navigator

■ Go to business.linkedin.com to subscribe ■ Go to your ‘Sales Navigator’ account in LinkedIn and set up your preferences

■ Review the Sales Navigator workflow in SFDC Sales Doc Libraries

Engage in additional forums, read blogs and set up news alerts.

■ www.nrf.com/news ■ www.retailwire.com ■ www.forbes.com/sites/barbarathau/#260478481caf ■ www.fierceretail.com ■ www.retaildive.com ■ multichannelmerchant .com ■ www.retailtouchpoints.com ■ isnews.edgl.com/home ■ www.innovativeretailtechnologies.com

■ www.retailtimes.co.uk ■ www.chainstoreage.com ■ pwc.blogs.com/ceoinsights/ ■ www.prsm.com/p/bl/et/blogid=5 ■ www.eshopworld.com/blog/ ■ www.retailtouchpoints.com ■ www.retailgazette.co.uk ■ insights-on-business .com ■ www.massmarketretailers.com


GIANT FOOD STORES

CHALLENGE

GIANT Food Stores, LLC is an American supermarket chain that operates more than 200 stores in Pennsylvania, Maryland, Virginia and West Virginia. A subsidiary of Netherlands-based Ahold, GIANT was named 2014 Retailer of the Year award by Progressive Grocer.

■ Overhead paging by store managers and employees was disruptive to the customer experience

■ Price checks on the stores’ overhead paging systems resulted in cashiers leaving their registers, causing longer wait times for customers

■ Department heads spent 35-45% of their time tracking down staff or checking on stock

SOLUTION

GIANT installed Spectralink 8000 Series wireless handsets in 150 stores. The installation was completed in under three months.

■ Ten Spectralink wireless telephones in each store ■ Four to seven Symbol Spectrum24 wireless LAN access points installed in ceilings throughout the store

RESULTS

■ Spectralink solution leverages GIANT’s existing Wi-Fi network, resulting in cost-efficiencies

■ Overhead paging was eliminated, promoting a peaceful customer shopping experience

■ Text messaging allows cashiers to implement price checks and cash runs without leaving their registers

■ Managers are free to help shoppers, maintain inventories and deliverables, and ensure a clean, safe shopping environment

“ With the Spectralink wireless telephones, department heads are spending more than 75 percent of their time on the floor helping customers. This is a major improvement for everyone.”

Denny Hopkins Vice President, Advertising and Sales Development

GIANT Food Stores

TÆPPELAND

CHALLENGE

Tæppeland is Denmark’s leading domestic and commercial flooring retailers, with headquarters in Glostrup, a business development site and 38 retail outlets nationwide.

■ Staff was pressured to answer phone calls while assisting customers, diverting them from potential sales opportunities

■ Forty to fifty percent of incoming calls were customer inquiries regarding store hours

SOLUTION

Tæppeland implemented a Spectralink Wireless IP telephony solution based on the Spectralink DECT solution. The DECT solution is scalable and optimized for large retail environments. Lightweight, ergonomically-designed DECT handsets provided Tæppeland sales staff all of the features found in wired phones plus roaming and handover capabilities.

IP Vision installed the system in two months. Currently 100 Spectralink DECT handsets are in use throughout Tæppeland’s nationwide operations.

RESULTS

■ Improved customer service and satisfaction ■ Uninterrupted coverage throughout Tæppeland’s stores ■ Streamlined implementation with a single server hosted by IP Vision

■ Flexibility to scale systems to meet evolving business requirements

■ Consistent infrastructure and user experience across all Tæppeland locations

“ The (Tæppeland) staff is now able to respond to incoming calls from wherever they are in the store. Even with all the ironwork holding up our stands, reception is great. Uninterrupted coverage like that is a great advantage. ”

Erik Løvgren Pedersen, IT Manager Tæppeland

Success Stories


Spectralink Workplace Mobility SolutionsSpectralink creates purpose-built communications devices that improve workplace mobility. These wireless communication solutions allow on-site employees to roam freely throughout the workplace without sacrificing voice and data coverage or clarity. The devices integrate seamlessly with existing call control /PBX systems, providing business telephone functionality on a wireless handset, and ultimately more uptime and better customer service.

Unlike cellular systems, workplace wireless systems provide ubiquitous on-site coverage and support a full range of telephony features. For example, incoming calls can be directed to the appropriate handset or transferred to another number by the mobile worker. Mobile workers can access the corporate directory and voicemail systems directly. For outgoing calls, individuals can make calls from their handsets, either to off-site locations or to other workers on site, making effective use of existing wireline rate plans.

Applications Across all our product portfolios, open Application Programming Interfaces (APIs) enable business software applications to communicate with Spectralink wireless devices. This open architecture allows each handset to send and receive data from external systems; improving mobile workers’ access to critical information while on the move.

We have handsets that can support: Android apps and Google Mobile Services, paging, email, secure text messaging, speech recognition, directory access, and web browsing; alarm systems and location-based services; “man down” detection; and barcode scanning.

KEY APPLICATIONS FOR RETAIL INCLUDE: ■ Secure text messaging ■ Productivity and workflow management ■ Barcode-driven applications (e.g., inventory management and product lookup)

Applications such as these enable mobile retail workers to improve communications, right down to the selling floor. The result of which is a better shopping experience, enhanced customer satisfaction and greater selling efficiency to drive revenue and contain costs.

Product LinesThere are two Spectralink workplace mobility portfolios, each with its own advantage and specific applicability to different customer requirements. Both portfolios have similar basic technology components, as shown in the diagram; handsets, wireless infrastructure, telephony interfaces and application integration.

SPECTRALINK 8000 PORTFOLIO

Spectralink 8000 Portfolio wireless telephones operate on converged voice and data Wi-Fi infrastructure and significantly improve employee mobility, responsiveness, and productivity.

The two lines within the portfolio, PIVOT by Spectralink (87-Series) and Spectralink 84-Series, are the market-leading, enterprise-grade Voice over Wireless LAN (VoWLAN) handsets that combine superior quality voice communication with access to critical data while on-the-go. The broad interoperability with enterprise WLAN infrastructure and call servers/PBX make it simple to incorporate into existing networks.

Spectralink 8000 handsets are designed to withstand the rigors of the toughest workplace environments while providing access to critical data and all the feature functionality of a desk phone, including superior voice quality delivered by Spectralink VQO. VQO is an engineered system that delivers superior voice quality over in-building, enterprise Wi-Fi networks.

This two-part system minimizes communication disruption, combining powerful technology on the inside—and the knowledge and expertise of our partners and specialized System Architects, on the outside.

Spectralink Solutions


HANDSETS

Spectralink VoWi-Fi handsets communicate with the customer’s call control platform over the Wi-Fi network. They are designed to withstand the rigors of the toughest workplace environments while providing all the feature functionality of a business phone. They are designed specifically to address the needs of enterprises and users in our target markets. They combine the functionality of a smart phone, pager, two-way radio, barcode scanner and voice-recognition badge into one device, with an integrated web browser and support for text alerts and instant messaging. So users only have to carry around one highly functional handset, instead of two, three or even four separate devices. There are two families of VoWi-Fi handsets available, the Spectralink 84-Series and Spectralink 87-Series, also known as PIVOT.

84-Series

These ergonomic handsets unite the most critical elements of workplace communications within a single mobile device that is highly reliable, extra durable, and easy to use. The Spectralink 84-Series can consolidate disparate paging, telephone, scanning, two-way radios, intercom, conferencing, and location systems into a single lightweight device that also allows access to enterprise applications.

PIVOT (87-Series)

Built on the industry-standard Android™ operating system, PIVOT is an enterprise smartphone solution characterized by intuitive smartphone-like features and usability combined with the quality, durability, and reliability essential for mobile workers. PIVOT further enhances the customer value proposition with two enhanced standards-based application interfaces for business applications as well as access to Google Mobile Services and applications.

WIRELESS INFRASTRUCTURE

As the leader in Wi-Fi telephony, Spectralink has attracted the top WLAN manufacturers to become partners in the VIEW (Voice Itnteroperability for Enterprise Wireless) Program. VIEW Certification provides customers with proven Wi-Fi telephony solutions using enterprise-class WLAN infrastructure products and Spectralink’s 8000 handsets.

Our proven interoperability with the leading enterprise-class Wi-Fi access points provides customers with the flexibility to select best-of-breed products to meet their network communications needs while also ensuring the highest quality VoWLAN experience. VIEW Certified products must meet Spectralink’s enterprise-grade performance criteria for voice quality, security, capacity, and roaming – referred to as Spectralink Voice Quality Optimization (VQO).

TELEPHONY INTERFACE

The wireless handsets integrate directly to Session Initiation Protocol (SIP) based PBXs. For legacy PBXs, a gateway converts the IP traffic from the wireless telephones to digital or analog signals, which connect directly to PBX line cards.

APPLICATION INTEGRATION

Google Mobile Services, Open APIs and web-based protocols allow real-time, two-way communication between wireless handsets and third-party applications. Spectralink does not sell any applications, however does work very closely with application vendors through the Applications Integration and Management Solutions (AIMS) program.

SPECTRALINK 7000 (DECT) PORTFOLIO

Spectralink 7000 DECT workplace mobility solutions operate to the Digital Enhanced Cordless Telecommunications (DECT) standard, delivering cost-effective wireless telephony over a dedicated voice network. The modular nature of the solution allows customers to easily expand coverage, voice traffic and number of users, making it ideal for all businesses.

A Spectralink 7000 DECT solution consists of:

Handsets

Built for demanding users with a focus on usability, functionality, design and quality, the Spectralink 7000 Handset portfolio consists of a range of reliable, full-featured and vertical-specialized handsets for use in various working environments; from general office to specialist manufacturing and retail applications. All Spectralink 7000 handsets are interoperable with all Spectralink 7000 Wireless Servers. Thus a single Spectralink workplace mobility solution can consist of a mix of all handsets.

Telephony Interface/Wireless Infrastructure

Spectralink 7000 Wireless Servers. There is a wide range of servers, supporting solutions from small businesses to enterprise systems with up to 4096 handsets. Spectralink 7000 systems offer a wide range of interfaces to both IP (SIP) and analog IP PBXs. Two frequency options (1.8 GHz and 1.9 GHz) are available for different markets throughout the globe.

Base Stations control the traffic channels in the air and work as the link between the handset and the Wireless Server. Along with the Wireless Servers, the Base Stations provide call capacity and coverage in a physical area.

Repeaters provide additional coverage without the need to be physically wired back to a Wireless Server.

Application Integration – All Spectralink 7000 solutions are based on an open protocol that allows two-way message integration to third- party applications.


Spectralink VIEW ProgramThe Spectralink Voice Interoperability for Enterprise Wireless (VIEW) program is a technical certification program for partners that provide Wi-Fi infrastructure solutions supporting Spectralink’s 8000 Portfolio solutions. VIEW Certification provides resellers and customers with proven Wi-Fi telephony solutions using enterprise-class WLAN infrastructure products and Spectralink’s 8000 handsets.

Certified interoperability with the leading enterprise-class Wi-Fi access points provides customers with the flexibility to select best-of-breed products to meet their network communications needs while ensuring the highest quality voice over WLAN (VoWLAN) experience. VIEW Certified products must meet enterprise-grade performance criteria for voice quality, security, capacity, and roaming.

VIEW Certification is open to manufacturers of Wi-Fi access points that incorporate the technical requirements necessary to meet the performance measure essential for high-quality VoWLAN deployments. Spectralink conducts interoperability testing after the partner has completed in-house testing. The VIEW Partner and Spectralink document the certified configuration in a Configuration Guide that is available on Spectralink’s Support website.

The complete list of VIEW Certified products can be found at support.spectralink.com/sites/default/files/resource_files/721-1000-000.pdf.

Spectralink CSI ProgramThe Spectralink Call Server Integrators (CSI) program tests interoperability between enterprise communication platforms and Spectralink wireless solutions. The Spectralink CSI program works with call server vendors to test integration and infrastructure to verify that Spectralink wireless handsets can access basic and enhanced telephony system features and capabilities.

Call server interoperability testing is done cooperatively between Spectralink and call server vendor at either partners’ facility depending on the test resource and infrastructure requirements. Minor system updates may be validated at field locations depending on the complexity of the update.

Call server interoperability guides are provided for each system that has been tested.

Guides for each Spectralink product family are available online by visiting www.spectralink.com/partners/csi-call-server-integrators.

Spectralink AIMS ProgramSpectralink Application, Integration, and Management Solutions (AIMS) program supports application providers that deliver enhanced functionality and capabilities to Spectralink wireless devices. Most AIMS partners provide Android applications for Spectralink PIVOT handsets, although AIMS partners may offer applications for other Spectralink solutions using proprietary messaging protocols.

Android applications developed by AIMS partners are validated by the development partner. Spectralink provides development support with devices and technical assistance but does not necessarily test the AIMS partners’ applications.

For a comprehensive list and to search for AIMS partners, visit www.spectralink.com/partners/app-developers.

Partners Overview


Retail Application Partner Categories

Secure Messaging Applications are used for text communication between retail associates. They are frequently deployed on both on-site and BYOD devices to facilitate texting between associates and management with the necessary security to protect customer information. Secure messaging applications require a smartphone device such as PIVOT, because they use a touchscreen keypad and are developed for Android and iOS platforms. Some secure messaging applications are integrated with middleware and task management solutions as well.

SECURE MESSAGING VENDORS: ■ Spok ■ Canamex Communications ■ Atus

Unified Communications connect associates with customers, colleagues, management, the supply chain and all the applications they need to deliver a superior customer experience. Unified communications require devices that are designed with the requirements of mobile workers in the retail industry in mind. Spectralink handsets unite the most critical elements of workplace communications within a single mobile device that is highly reliable, extra durable, and easy to use.

UNIFIED COMMUNICATIONS VENDORS: ■ IP Blue ■ Vertical

Middleware Applications provide the interface between various alarm and application solutions and end-user devices. Middleware applications provide a seamless communication and messaging platform to improve associate effectiveness and enhance the overall customer experience and safety through integration with Spectralink handsets. Middleware solutions often include other functions such as alarm management, staff assignment, and secure messaging.

MIDDLEWARE VENDORS: ■ Connexall ■ Multitone ■ Status Solutions ■ Blue Sky Wireless ■ FlexValley ■ IQ Messenger ■ Novalink ■ New Voice ■ Optiflows ■ Tecnel ■ Zonith ■ Indyme

Custom Application Development helps improve productivity in retail through staff-facing apps that connect associates and managers to the inventory database to display key product information, search for related products, and more. With Spectralink’s unique built-in bar code scanner, associates can easily scan product numbers into the search bar.

CUSTOM APP VENDORS: ■ 303 Software ■ Blue Fletch ■ Nimbus IT

Enterprise Mobility Management provides the tools retailers need to truly mobilize and optimize mobility investments, providing them with the ability to manage mobile devices, apps, content, email, and security within a secure solution. They help optimize and secure mobile devices, such as PIVOT, so that they are secured, tracked, configured, and supported over the air by a single mobility management solution.

ENTERPRISE MOBILITY VENDORS: ■ VMWare ■ Citrix ■ Soti

See all Retail AIMS partners at: www.spectralink.com/partners/app-developers

■ Spok ■ Canamex Communications ■ Atus ■ IP Blue ■ Vertical ■ Connexall ■ Multitone ■ Status Solutions ■ Blue Sky Wireless ■ FlexValley ■ IQ Messenger ■ Novalink ■ New Voice ■ Optiflows ■ Tecnel ■ Zonith ■ 303 Software ■ Blue Fletch ■ Nimbus IT ■ VMWare ■ Citrix ■ Soti


Competitive Overview

WHO IS THE COMPETITION AND HOW DO THEY RATE?

In any selling situation, knowing your relative strengths and weaknesses against the competition is vital to conducting the sales process effectively. In this section we look at how Spectralink workplace mobility solutions compare against the competitors you are most likely to meet.

Our silver bullets are...Application Integration > Interoperability > Voice Quality

STRESS THESE POINTS TO WIN!

Competitive & Sales Deal Intelligence

BYOD refers to a “bring your own device” policy that supports employees using their personal mobile device for enterprise applications. BYOD devices may be procured by the end user with the employer covering some or all of the costs. Another approach is where the employer provides the device for the user and retains ownership, which is referred to as the “corporate liable” model. In all of these cases the mobile device is assigned to a specific user who takes the device with them when they leave the workplace. Whether the device is owned by the user or provided for their individual use by their employer, BYOD is frequently used to describe the user-specific device model.

BYOD devices are intended to be used both inside and outside the workplace. They are used by employees that need to access apps or be available for phone calls or texts no matter where they are. Whereas PIVOT handsets are only used within the workplace and are assigned by job function – not to individual users. For example, in retail applications managers are typical BYOD users as they require a personal device that is available wherever they are, while associates use PIVOT handsets that are handed off from one associate to another during shift change. This helps the retailer take advantage of the PIVOT handset’s durability and longer shelf life while avoiding a negative perception that customers sometimes form when they see an associate using a BYOD device.

The different use cases drive different device requirements as listed below:

BYOD PIVOTSingle user Multiple userConsumer-grade device Purpose-built device with

enhanced durability

Charge overnight 24x7 operation with Interchangeable battery

1-2 year lifespan 3-5 year expected life

KEY TAKEAWAYS: ■ BYOD is appropriate for users that need their own device and is sufficient to use consumer smartphones

■ Enterprise customers have needs for both BYOD and on-site multiuser devices depending on job functions

■ On-site multiuser devices have unique requirements that are not met by consumer devices

Competing with BYOD


#5 TCOBusinesses lose the ability to cut costs through bulk buying, and end up paying more for support, service and IT management.

#1 Privacy and Security

A GROWING PROBLEM ■ 55% of BYOD enterprises experience a breach ■ OVER 50% of security breaches occur when an employee’s personal device is lost or stolen.

■ 97% of employee’s devices contained privacy issues, and 75% LACKED ADEQUATE DATA ENCRYPTION. This creates serious security holes for hackers and threats from malware.

Sources:Avanade survey of 600+ IT decision makers. 2012.IBM and Ponemon Institute 2015 Cost of Data Breach Study: Global Analysis. May 2015.SafeNet’s Breach Level Index (BLI) Second Quarter Report

5 BYOD security implications and how to overcome them. May 2015. http://trilogytechnologies.com/5-byod-security-implications/ITIC Survey 500 companies, July-Aug. 2012; BYOD

A WorkSmart Strategy for Mobile CommunicationsFIVE REASONS WHY BYOD MAY NOT BE A SMART CHOICE FOR RETAIL

“ While BYOD can be a great benefit to organizations, it can also introduce a number of risks…” - Dermot Hayden, Country Manager at Sophos

FACT: ■ Average cost of breach is $165 per record stolen■ 65% of consumers are very unlikely to shop or do

business with a company where financial data had been stolen

FACT: BYOD average shelf life is 18 months versus 3-5 year expected life of a purpose-built device

#4 ProductivityBYOD brings distraction. Personal email, texts, apps and games are all at the employee’s disposal, and they leave customers with a bad perception. Retailers need to be able to control productivity and ensure employees are utilizing only the features they need, in particular bar code scanning to improve workflow, communication and quality of service.

#3 Device & Voice QualityRetail spaces can be too large for consistent cellular reception. Dead zones, dropped calls, and bad voice quality impact workflow and customer experience. Plus, personal smartphones lack durability, creating more communication interruptions.

#2 ManagementRetail workforce turnover is typically higher, creating a more robust device pool, which means IT is constantly installing, updating and optimizing devices to work with existing platforms and applications.


CAPABILITY CAPABILITY EXPLAINED SUPPORTING FACTS AND PROOF POINTS

RETAIL APPLICATION ECOSYSTEM

Support for a broad portfolio of Android base applications that extend PIVOT functionality into key new areas required for a superior customer experience

■ Spectralink’s AIMS Program supports application providers that deliver enhanced functionality and capabilities to Spectralink wireless devices

■ Spectralink’s open application platforms, including PIVOT’s support for Google™ Mobile Services and Android applications, enable AIMS Partners to leverage Spectralink’s unique capabilities to deliver their solutions to mobile retail associates and managers

■ Spectralink solutions are flexible and can integrate seamlessly with non-proprietary third-party solutions to support brand-specific loyalty apps, mobile point-of-sale apps or other applications that facilitate associate responsiveness and productivity

■ Workflow applications have a direct and positive impact on inventory distribution workflows to improve both the customer experience and the bottom line

■ Spectralink handsets integrate with several leading middleware software vendors for access to the broadest range of retail apps

■ Spectralink offers a developer’s package and support to assist third parties in producing applications

■ Our AIMs partner ecosystem includes more than 40 signed partners producing applications

■ Native web browsers on our Wi-Fi handsets enable exceptionally rich application integrations

■ Provide solutions that support presence and instant messaging, including Microsoft Skype for Business direct interoperability

■ PIVOT handsets integrate with the industry’s leading Enterprise Mobile Management (EMM/MDM) systems

■ Provide Real-time Location System (RTLS) functionality to locate and track users throughout the workplace

■ Incorporate panic buttons and accelerometers to detect situations such as “man down”

FEATURE COMPLETENESS FOR RETAIL

■ Spectralink Voice Quality Optimization (VQO)

■ Viewable display ■ Smartphone-like form factor ■ Lightweight ■ Integrated barcode scanner ■ Support for Push-to-Talk (PTT)

■ Support for secure text messaging

■ Support for wireline call control functions

■ Desk phone/handset twinning

■ Safety features

■ The voice quality and reliability of the Spectralink Voice Quality Optimization (VQO) solutions ensure that communications between customers and between associates are clear and never dropped.

■ Spectralink handsets deliver large, color displays that are readable in various lighting conditions, for easy readability and access to critical information

■ Familiar QWERTY or telephone-based keypad interface minimizes training time ■ Choice of lightweight handsets and industrial designs ■ Integrated barcode readers on the PIVOT 8753 and Spectralink 8453 handsets are high-performance industrial, 1D/2D imagers, designed to work in rigorous environments

■ Barcode scanners facilitate inventory management by providing the ability to check stock-levels in the warehouse or at other locations

■ PTT and text messaging capabilities are built in to our solutions, unlike with some competitors (e.g. Cisco) that offer PTT as an “add on” or require additional servers

■ Unlike cellular, Spectralink wireless solutions support the full range of traditional PBX call control features and simultaneously ring the end-user’s desktop phone extension and wireless telephone

How to Beat the Competition


CAPABILITY CAPABILITY EXPLAINED SUPPORTING FACTS AND PROOF POINTS

SOLUTIONS MAPPED TO THE NEEDS OF RETAIL

■ Purpose-built devices ■ Access to key data ■ Associate safety alarms ■ Retail safety alarms ■ Cleanable, durable ■ Protection against dust and water

■ The Spectralink 70-Series DECT Handsets have been designed specifically to address the needs of retail

■ Handsets provide associates with access to promotional pricing, product information and customer information anywhere on the selling floor to enable consultative selling

■ Quick Barcode Connector gives staff fast access to the inventory data they need ■ Secure Enterprise Messaging helps protect customer information while enabling customer-centric applications

■ We can provide handsets incorporating panic alarms, built-in motion detectors and push-to-talk features to provide a safe shopping experience

■ The Spectralink Handset is made durable for both retail and warehouse environments

■ All our handsets are resistant to dust and spraying water: some DECT models meet the IP54 standard for dust and water ingress protection, while others and all the Wi-Fi handsets are IP64-compliant and dust tight

INTER- OPERABILITY

■ Call control integration ■ Wireless LAN interoperability

■ Microsoft® Skype for Business Server interoperability

■ Google Mobile Services ■ Cisco Unified Communications Manager and Cisco WLAN Access Points support

■ Spectralink workplace mobility solutions interoperate with 95% of IP-based and legacy call control implementations and 95% of enterprise-grade 802.11 access points

■ The Spectralink VIEW program certifies its partners to provide customers with proven Wi-Fi telephony solutions using enterprise-class WLAN infrastructure products and Spectralink’s 8000 Portfolio solutions

■ The Spectralink CSI program tests the telephony integration and infrastructure to ensure that Spectralink solutions, work on the communication platforms you use

■ The Spectralink AIMS program makes it easier for application providers and mobile device managers (MDMs) around the world to extend the functionality and customization of Spectralink solutions.

■ We are the only vendor with solutions that interoperate with Microsoft Skype for Business server, supporting enterprise presence, IM, peer-to-peer and multiparty voice calling, and PSTN connectivity

■ Spectralink is the first Google Mobile Services- certified enterprise-grade Smartphone in the industry


OBJECTION Why can’t I just use a smart phone for this?

REAL CONCERN It’s easier to just buy consumer devices – fewer approvals required, easy access through wireless carriers, and we can just expense them. Plus employees will never complain about getting an iPhone; they’re really cool.

ANSWER Giving consumer smartphones to your associates might be a good short-term solution but will cost a lot more in the long run. You need enterprise-grade devices that will stand up to 24x7 use, provide consistent voice quality on the Wi-Fi network, and be manageable just like all the other IT equipment you deploy. We know of several retailers that deployed iPhones and then went back to buy purpose-built devices in order to keep the mobile solution viable.

Further, personally owned devices look unprofessional. From a customer’s perception, the use of BYOD devices by associates makes them look like they’re not working or are ignoring customers.

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OBJECTION I don’t see how this streamlines my business processes.

REAL CONCERN I don’t believe this will save me money.

ANSWER Inventory management is critical to the profitability of all retailers. Inventory must be made available to customers when needed while you also must ensure that the stock is turning over efficiently. We provide value by keeping information and content flowing among employees to ensure efficiency in the entire work-stream, from the time inventory is received in the warehouse to the time it is shelved in the stores and ultimately delivered to the customer. This avoids costly breakdowns in communications, provides precise tracking of inventory movement, ensures that stock is moving through the system efficiently and that customers receive the products they want when they want it

OBJECTION Your system is too complex to manage.

REAL CONCERN I can’t afford the time or effort to set this up and administer your solution. I’m concerned about tracking the smartphones and measuring TCO.

ANSWER Unlike consumer smartphone solutions, you need comprehensive deployment and management tools to minimize support resource requirements and to lower the TCO. With Spectralink handsets, you can quickly provision and support handsets remotely. And Configuration Management Server (CMS) solution can be installed locally or you can take advantage of our hosted solution.

–––

OBJECTION The handset is too big.

REAL CONCERN My employees won’t accept this. I will look out of touch and old- fashioned asking them to use something like this.

ANSWER Being purpose-built for the retail environment, all of our handsets are designed for durability and reliability.

For example, if you drop a smartphone onto a hard surface it is likely to break. This doesn’t happen with Spectralink handsets.

And with our newer handsets, your team may only have to carry around one device, instead of two, three or more.

–––

OBJECTION I need a scanner.

REAL CONCERN I am concerned my users will complain about the PIVOT 7853 form factor and not use the devices.

ANSWER You have options that allow you to choose the right device at the right price depending on the scanner needs of different job functions. Our dedicated scanner device, the PIVOT 8753, is no heavier than most consumer smartphones, and is actually smaller and lighter than using an iPhone with a scanner attachment.

And for staff that do not need heavy-duty scanning functionality, the PIVOT 8744/SC camera can be used for scanning as a lighter/thinner option.

Common Objections


OBJECTION We can’t use wireless. It’s not secure.

REAL CONCERN I don’t want the risk of customer information being compromised or misused.

ANSWER Using facility-owned devices with secure networking and applications reduces the risk of customer data breaches. The standards we follow for Wi-Fi solutions – including enterprise- grade WLAN protocols, Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS) – protect your confidential information from unauthorized users, hackers and outside surveillance. Our DECT range of solutions implement the inherently secure DECT standard. So security of wireless systems is not an issue.

A greater risk is the way your employees use whatever system and tools you provide. With Spectralink, you control how your workers can use their handsets for voice and data, making your system even more secure.

–––

OBJECTION If I give my people one of your new handsets they’ll be surfing the web all day.

REAL CONCERN I don’t trust my users. There might be liability issues we haven’t thought of.

ANSWER Delivering a superior customer experience is the most important factor for retailer success. With Spectralink associates on the selling floor now have access to more product information, which allows them to provide consultative selling to customers. They can close sales when they are with customers as well as offer new and additional products to take advantage of upsell and/or cross sell opportunities. Not only does this provide a great customer experience that encourages repeat sales but it also accelerates inventory turns for the retailer.

Application access is controlled by the system administrator. You can specify how each employee is able to use the handset and we support enterprise mobility management (EMM) solutions that can prevent unauthorized applications from being loaded on the device. And you avoid the sometimes negative customer perceptions about associates using personally owned devices.

Additionally, with our solution you won’t need to worry about internet access outside your firewall through cellular data services since the network access is only through your Wi-Fi network.

OBJECTION The device features — all of the notifications, alerts and text messaging — seem too complicated for a temporary or seasonal retail workforce.

REAL CONCERN I don’t see the value in notifications, alerts or secure text messaging, and don’t want to pay for it.

ANSWER These essential safety features help you provide a safe shopping experience. This both reduces employee turnover and increases the loyalty of customers and staff. Spectralink phones are quieter and less disruptive compared to older radio communications systems. This helps avoid aggravating an already tense situation.

These features also help you improve workforce safety, in the store and in the warehouse, to decrease the risk of liability due to on-the-job injuries. Given how much worker injuries cost the retail industry, Spectralink solutions can help you significantly reduce your operating costs.

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OBJECTION I don’t want to create a whole new separate infrastructure for DECT.

REAL CONCERN This is going to be a massive extra overhead and burden on my IT staff.

ANSWER DECT does not have to be costly to implement and is easy to manage. The advantages you gain by having a secure, highly available and reliable self-contained wireless communications system far outweigh the small additional overhead. It gives you ability to reduce shrinkage loss and increase the bottom line through better inventory management and communication.

Further, Spectralink solutions integrate seamlessly with your current applications and technology. This provides you with investment protection while helping you scale capabilities to keep up with the fast-changing business demands of retail.

However, if you wish instead to consider Wi-Fi, we have equally secure and reliable Wi-Fi based workplace mobility solutions I can show you


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Appendix

References


Top 250 Global Retailershttps://nrf .com/2015/global250-table

COMPANYCOUNTRY OF

ORIGIN REGION

FY2014 RETAIL REVENUE (U .S . $ MIL) CATEGORY

Wal-Mart Stores Inc. U.S. North America $485,651 Hypermarket/Supercenter/Superstore

Costco Wholesale Corporation U.S. North America $112,640 Cash & Carry/Warehouse Club

The Kroger Co. U.S. North America $108,465 Supermarket

Schwarz Unternehmenstreuhand KG Germany EMEA $102,694 Discount Store

Tesco PLC U.K. EMEA $99,713 Hypermarket/Supercenter/Superstore

Carrefour S.A. France EMEA $98,497 Hypermarket/Supercenter/Superstore

Aldi Einkauf GmbH & Co. oHG Germany EMEA $86,470 Discount Store

Metro Ag Germany EMEA $85,570 Cash & Carry/Warehouse Club

The Home Depot Inc. U.S. North America $83,176 Home ImprovementWalgreen Co.

(now Walgreens Boots Alliance Inc.) U.S. North America $76,392 Drug Store/Pharmacy

Target Corporation U.S. North America $72,618 Discount Department Store

Amazon.com Inc. U.S. North America $70,080 Non-store

Groupe Auchan SA France EMEA $69,622 Hypermarket/Supercenter/SuperstoreCVS Health Corporation

(formerly CVS Caremark Corporation) U.S. North America $67,798 Drug Store/Pharmacy

Casino Guichard-Perrachon S.A. France EMEA $64,462 Hypermarket/Supercenter/Superstore

Aeon Co. Ltd. Japan Asia Pac $61,436 Hypermarket/Supercenter/Superstore

Edeka Group Germany EMEA $60,960 Supermarket

Lowe's Companies Inc. U.S. North America $56,223 Home Improvement

Seven & i Holdings Co. Ltd. Japan Asia Pac $53,839 Convenience/Forecourt Store

Rewe Combine Germany EMEA $51,168 Supermarket

Centres Distributeurs E. Leclerc France EMEA $48,573 Hypermarket/Supercenter/Superstore

Wesfarmers Limited Australia Asia Pac $48,095 Supermarket

Woolworths Limited Australia Asia Pac $48,008 Supermarket

Koninklijke Ahold N.V. Netherlands EMEA $43,566 Supermarket

Best Buy Co. Inc. U.S. North America $40,339 Electronics Specialty

The IKEA Group (INGKA Holding B.V.) Netherlands EMEA $39,064 Other Specialty

ITM Développement International (Intermarché) France EMEA $38,164 Supermarket

J Sainsbury plc U.K. EMEA $37,832 Supermarket

Loblaw Companies Limited Canada North America $37,812 Hypermarket/Supercenter/Superstore

Safeway Inc. U.S. North America $36,330 Supermarket

Sears Holdings Corporation U.S. North America $31,198 Department Store

Publix Super Markets Inc. U.S. North America $30,802 Supermarket

The TJX Companies Inc. U.S. North America $29,078 Apparel/Footwear Specialty

Delhaize Group SA Belgium EMEA $28,395 Supermarket

Macy's Inc. U.S. North America $28,105 Department Store

Wm Morrison Supermarkets PLC U.K. EMEA $27,531 SupermarketAB Acquisition LLC

(now Albertsons Companies Inc.) U.S. North America $27,199 Supermarket

Rite Aid Corporation U.S. North America $26,528 Drug Store/Pharmacy

LVMH Moët Hennessy-Louis Vuitton S.A. France EMEA $26,006 Other Specialty

Migros-Genossenschafts Bund Switzerland EMEA $25,609 Hypermarket/Supercenter/Superstore

Lotte Shopping Co., Ltd. S. Korea Asia Pac $25,384 Hypermarket/Supercenter/Superstore

Système U, Centrale Nationale France EMEA $25,004 Supermarket

Coop Group Switzerland EMEA $24,696 Supermarket

Mercadona S.A. Spain EMEA $24,515 Supermarket

Inditex S.A. Spain EMEA $23,780 Apparel/Footwear Specialty

H.E. Butt Grocery Company U.S. North America $22,600 Supermarket

H & M Hennes & Mauritz AB Sweden EMEA $22,425 Apparel/Footwear Specialty

Apple Inc. / Apple Retail Stores U.S. North America $21,462 Electronics Specialty

Empire Company Limited Canada North America $20,897 Supermarket


COMPANYCOUNTRY OF

ORIGIN REGION


A.S. Watson Group Hong Kong Asia Pac $20,304 Drug Store/Pharmacy

PJSC "Magnit" (formerly OJSC "Magnit") Russia EMEA $19,851 Convenience/Forecourt Store

Groupe Adeo SA France EMEA $19,541 Home Improvement

Kohl's Corporation U.S. North America $19,023 Department Store

Dollar General Corporation U.S. North America $18,910 Discount Store

Cencosud S.A. Chile Latin America $18,221 Supermarket

Kingfisher plc U.K. EMEA $17,954 Home improvement

Suning Commerce Group Co. Ltd. China Asia Pac $17,733 Electronics Specialty

JD.com Inc. China Asia Pac $17,672 Non-store

Jerónimo Martins, SGPS, S.A. Portugal EMEA $16,856 Discount Store

X5 Retail Group N.V. Russia EMEA $16,853 Discount Store

Marks and Spencer Group plc U.K. EMEA $16,641 Department Store

The Gap Inc. U.S. North America $16,435 Apparel/Footwear Specialty

John Lewis Partnership plc U.K. EMEA $15,882 Supermarket

Meijer Inc. U.S. North America $15,700 Hypermarket/Supercenter/Superstore

Yamada Denki Co. Ltd. Japan Asia Pac $15,146 Electronics Specialty

Coop Italia Italy EMEA $14,860 Hypermarket/Supercenter/Superstore

Gome Home Appliance Group China Asia Pac $14,652 Electronics Specialty

El Corte Inglés S.A. Spain EMEA $14,639 Department StoreConad Consorzio Nazionale, Dettaglianti Soc.

Coop. a.r.l. Italy EMEA $14,569 Supermarket

Whole Foods Market Inc. U.S. North America $14,194 Supermarket

China Resources Enterprise Limited Hong Kong Asia Pac $14,110 Hypermarket/Supercenter/Superstore

Fast Retailing Co. Ltd. Japan Asia Pac $13,529 Apparel/Footwear Specialty

S Group Finland EMEA $13,188 Supermarket

Nordstrom Inc. U.S. North America $13,110 Department StoreDixons Carphone plc

(formerly Dixons Retail plc) U.K. EMEA $12,991 Electronics Specialty

Otto (GmbH & Co KG) Germany EMEA $12,843 Non-store

ICA Gruppen AB Sweden EMEA $12,454 Supermarket

Toys "R" Us Inc. U.S. North America $12,361 Other Specialty

J. C. Penney Company Inc. U.S. North America $12,257 Department Store

BJ's Wholesale Club Inc. U.S. North America $12,000 Cash & Carry/Warehouse Club

Bed Bath and Beyond Inc. U.S. North America $11,881 Other Specialty

Co-operative Group Ltd. U.K. EMEA $11,815 Supermarket

Louis Delhaize S.A. Belgium EMEA $11,685 Hypermarket/Supercenter/Superstore

Spar Holding AG Austria Asia Pac $11,591 Supermarket

Staples Inc. U.S. North America $11,585 Other Specialty

E-MART Inc. S. Korea Asia Pac $11,576 Hypermarket/Supercenter/Superstore

Isetan Mitsukoshi Holdings Ltd. Japan Asia Pac $11,513 Department StoreSoutheastern Grocers, LLC (formerly BI-LO

Holding LLC) U.S. North America $11,500 Supermarket

L Brands Inc. U.S. North America $11,454 Apparel/Footwear Specialty

CP ALL Public Company Limited Thailand Asia Pac $11,436 Convenience/Forecourt Store

Ross Stores Inc. U.S. North America $11,042 Apparel/Footwear Specialty

Dairy Farm International Holdings Limited Hong Kong Asia Pac $11,008 Supermarket

NorgesGruppen ASA Norway EMEA $10,996 Discount Store

Décathlon S.A. (formerly Oxylane Groupe) France EMEA $10,900 Other Specialty

Metro Inc. Canada North America $10,715 SupermarketDistribuidora Internacional de Alimentación

S.A. (Dia, S.A.) Spain EMEA $10,649 Discount Store

Liberty Interactive Corporation U.S. North America $10,499 Non-store

Family Dollar Stores Inc. U.S. North America $10,489 Discount Store

S.A.C.I. Falabella Chile Latin America $10,461 Department Store


COMPANYCOUNTRY OF

ORIGIN REGION


Tengelmann Warenhandelsgesellschaft KG Germany EMEA $10,423 Home Improvement

Steinhoff International Holdings Ltd. S. Africa EMEA $10,240 Other Specialty

Canadian Tire Corporation Limited Canada North America $10,238 Other Specialty

dm-drogerie markt GmbH + Co. KG Germany EMEA $10,086 Drug Store/Pharmacy

Dansk Supermarked A/S Denmark EMEA $9,968 Discount Store

Shoprite Holdings Ltd. S. Africa EMEA $9,960 Supermarket

Menard Inc. U.S. North America $9,900 Home Improvement

Advance Auto Parts Inc. U.S. North America $9,844 Other Specialty

Kesko Corporation Finland EMEA $9,665 Supermarket

J. Front Retailing Co. Ltd. Japan Asia Pac $9,606 Department Store

Giant Eagle Inc. U.S. North America $9,600 Supermarket

Dirk Rossmann GmbH Germany EMEA $9,571 Drug Store/Pharmacy

SuperValu Inc. U.S. North America $9,492 Supermarket

AutoZone Inc. U.S. North America $9,475 Other Specialty

GameStop Corp. U.S. North America $9,296 Other Specialty

Home Retail Group plc U.K. EMEA $9,295 Other Specialty

C&A Europe Belgium/Germany EMEA $9,195 Apparel/Footwear Specialty

Uny Group Holdings Co. Ltd. Japan Asia Pac $9,127 Convenience/Forecourt Store

Hy-Vee Inc. U.S. North America $8,700 Supermarket

Dollar Tree Inc. U.S. North America $8,602 Discount Store

Colruyt Group Belgium EMEA $8,596 Supermarket

Esselunga S.p.A. Italy EMEA $8,549 Supermarket

Reitan Group Norway EMEA $8,486 Discount Store

Globus Holding GmbH & Co. KG Germany EMEA $8,400 Hypermarket/Supercenter/Superstore

Chow Tai Fook Jewellery Group Limited Hong Kong Asia Pac $8,285 Other Specialty

FEMSA Comercio, S.A. de C.V. Mexico North America $8,255 Convenience/Forecourt Store

Associated British Foods plc / Primark U.K. EMEA $8,202 Apparel/Footwear Specialty

Bic Camera Inc. Japan Asia Pac $8,132 Electronics SpecialtyShanghai Bailian Group Co. Ltd. (formerly

Shanghai Friendship Group Incorporated Co.) China Asia Pac $8,078 Supermarket

Office Depot Inc. U.S. North America $8,050 Other Specialty

Army & Air Force Exchange Service (AAFES) U.S. North America $7,834 Convenience/Forecourt Store

Takashimaya Co. Ltd. Japan Asia Pac $7,788 Department Store

Beisia Group Co. Ltd. Japan Asia Pac $7,700 Home Improvement

Organización Soriana S.A.B. de C.V. Mexico North America $7,668 Hypermarket/Supercenter/Superstore

Wegmans Food Markets Inc. U.S. North America $7,560 Supermarket

Hudson's Bay Company Canada North America $7,342 Department Store

H2O Retailing Corporation Japan Asia Pac $7,284 Department Store

Jumbo Groep Holding B.V. Netherlands EMEA $7,269 Supermarket

O'Reilly Automotive Inc. U.S. North America $7,216 Other Specialty

Foot Locker, Inc. U.S. North America $7,151 Apparel/Footwear Specialty

PetSmart Inc. U.S. North America $7,112 Other Specialty

Kering S.A. France EMEA $7,078 Apparel/Footwear Specialty

Compagnie Financière Richemont SA Switzerland EMEA $6,902 Other Specialty

Lojas Americanas S.A. Brazil Latin America $6,899 Discount Department Store

Coop Danmark A/S Denmark EMEA $6,870 SupermarketThe Sherwin-Williams Company / Paint

Stores Group U.S. North America $6,852 Home Improvement

Grupo Eroski Spain EMEA $6,847 Supermarket

Dick's Sporting Goods Inc. U.S. North America $6,814 Other SpecialtyCentral Group (formerly Central Retail

Corporation Ltd.) Thailand Asia Pac $6,800 Department Store

Coppel S.A. de C.V. Mexico North America $6,794 Department Store


COMPANYCOUNTRY OF

ORIGIN REGION


Axel Johnson AB / Axfood, Axstores Sweden EMEA $6,734 Hypermarket/Supercenter/Superstore

Dillard's Inc. U.S. North America $6,649 Department Store

Nike Inc. / Direct to Consumer U.S. North America $6,634 Apparel/Footwear Specialty

BİM Birleşik Mağazalar A.Ş. Turkey EMEA $6,621 Discount Store

Bauhaus GmbH & Co. KG Germany EMEA $6,589 Home Improvement

Next plc U.K. EMEA $6,527 Apparel/Footwear Specialty

Belle International Holdings Limited Hong Kong Asia Pac $6,505 Apparel/Footwear Specialty

Sonae, SGPS, SA Portugal EMEA $6,315 Supermarket

Edion Corporation Japan Asia Pac $6,290 Electronics Specialty

Yodobashi Camera Co. Ltd. Japan Asia Pac $6,223 Electronics Specialty

President Chain Store Corp. Taiwan Asia Pac $6,179 Convenience/Forecourt Store

Pick n Pay Stores Limited S. Africa EMEA $6,125 Supermarket

OJSC Dixy Group Russia EMEA $6,043 Supermarket

WinCo Foods LLC U.S. North America $6,000 SupermarketDon Quijote Holdings Co. Ltd. (formerly Don

Quijote Co., Ltd.) Japan Asia Pac $5,807 Discount Department Store

Emke Group / Lulu Group International UAE EMEA $5,800 Hypermarket/Supercenter/Superstore

The Great Atlantic & Pacific Tea Company Inc. U.S. North America $5,800 Supermarket

K's Holdings Corporation Japan Asia Pac $5,798 Electronics Specialty

Signet Jewelers Limited Bermuda North America $5,724 Other Specialty

Yonghui Superstores Co. Ltd. China Asia Pac $5,719 Hypermarket/Supercenter/Superstore

Tractor Supply Company U.S. North America $5,712 Other Specialty

SHV Holdings N.V. / Makro Netherlands EMEA $5,663 Cash & Carry/Warehouse Club

Majid Al Futtaim Holding LLC UAE EMEA $5,603 Hypermarket/Supercenter/Superstore

Defense Commissary Agency (DeCA) U.S. North America $5,600 Supermarket

E.Land World Ltd. S. Korea Asia Pac $5,588 Apparel/Footwear Specialty

El Puerto de Liverpool, S.A.B. de C.V. Mexico North America $5,431 Department Store

Grupo Comercial Chedraui, S.A.B. de C.V. Mexico North America $5,374 Hypermarket/Supercenter/Superstore

Izumi Co. Ltd. Japan Asia Pac $5,361 Hypermarket/Supercenter/Superstore

Deichmann SE Germany EMEA $5,317 Apparel/Footwear Specialty

Life Corporation Japan Asia Pac $5,289 Supermarket

The SPAR Group Limited S. Africa EMEA $5,210 Supermarket

Groupe FNAC S.A. France EMEA $5,178 Other Specialty

Big Lots Inc. U.S. North America $5,177 Discount Store

Lenta Group Russia EMEA $5,160 Hypermarket/Supercenter/Superstore

Foodstuffs North Island Ltd. New Zealand Asia Pac $5,056 Hypermarket/Supercenter/Superstore

Coop Sverige AB Sweden EMEA $5,001 Supermarket

Coop Norge, the Group Norway EMEA $4,977 Supermarket

Woolworths Holdings Limited S. Africa EMEA $4,950 Department Store

Celesio AG Germany EMEA $4,889 Drug Store/PharmacyBurlington Stores Inc. (formerly Burlington Coat Factory Investments Holdings Inc.) U.S. North America $4,850 Department Store

Neiman Marcus Group LTD LLC U.S. North America $4,839 Department Store

Dashang Co. Ltd. China Asia Pac $4,819 Department Store

Agrokor d.d. Croatia EMEA $4,809 Supermarket

Ascena Retail Group Inc. U.S. North America $4,791 Apparel/Footwear Specialty

Shimamura Co. Ltd. Japan Asia Pac $4,761 Apparel/Footwear SpecialtyThe Michaels Companies Inc. (formerly

Michaels Stores Inc.) U.S. North America $4,738 Other Specialty

Chongqing Department Store Co. Ltd. China Asia Pac $4,712 Department Store

Williams-Sonoma Inc. U.S. North America $4,699 Non-store

GS Retail Co. Ltd. S. Korea Asia Pac $4,592 Convenience/Forecourt Store

OJSC "Company M.video" Russia EMEA $4,580 Electronics Specialty


COMPANYCOUNTRY OF

ORIGIN REGION


Forever 21 Inc. U.S. North America $4,500 Apparel/Footwear Specialty

Arcadia Group Limited U.K. EMEA $4,474 Apparel/Footwear Specialty

SM Investments Corporation Philippines Asia Pac $4,454 Hypermarket/Supercenter/Superstore

Dufry AG Switzerland EMEA $4,446 Other Specialty

Berkshire Hathaway Inc. / Retail operations U.S. North America $4,422 Other Specialty

Save Mart Supermarkets U.S. North America $4,421 Supermarket

MatsumotoKiyoshi Holdings Co. Ltd. Japan Asia Pac $4,393 Drug Store/Pharmacy

Hermès International SCA France EMEA $4,387 Apparel/Footwear Specialty

Darty plc U.K. EMEA $4,372 Electronics Specialty

XXXLutz Group Austria Asia Pac $4,367 Other Specialty

Arcs Co. Ltd. Japan Asia Pac $4,361 Supermarket

Iceland Topco Limited U.K. EMEA $4,352 Supermarket

Nonggongshang Supermarket (Group) Co. Ltd. China Asia Pac $4,347 Supermarket

HORNBACH-Baumarkt-AG Group Germany EMEA $4,347 Home Improvement

Gruppo Eurospin Italy EMEA $4,254 Discount Store

Intersport Deutschland eG Germany EMEA $4,187 Other Specialty

Sports Direct International plc U.K. EMEA $4,167 Other Specialty

Magazine Luiza SA Brazil Latin America $4,165 Electronics Specialty

Belk Inc. U.S. North America $4,110 Department Store

Barnes & Noble Inc. U.S. North America $4,108 Other Specialty

Demoulas Super Markets Inc. (dba Market Basket) U.S. North America $4,100 Supermarket

Overwaitea Food Group Canada North America $4,100 Supermarket

Valor Co. Ltd. Japan Asia Pac $4,081 SupermarketNorma Lebensmittelfilialbetrieb Stiftung &

Co. KG Germany EMEA $4,081 Discount Store

Sundrug Co. Ltd. Japan Asia Pac $4,057 Drug Store/Pharmacy

Tiffany & Co. U.S. North America $4,015 Other Specialty

DCM Holdings Co. Ltd. Japan Asia Pac $4,001 Home Improvement

Academy Ltd. (dba Academy Sports + Outdoors) U.S. North America $4,000 Other Specialty

Stater Bros. Holdings Inc. U.S. North America $4,000 Supermarket

O’Key Group S.A. Russia EMEA $3,989 Hypermarket/Supercenter/SuperstoreReinalt-Thomas Corporation (dba Discount

Tire/America's Tire) U.S. North America $3,980 Other Specialty

Tokyu Corporation Japan Asia Pac $3,960 Department Store

Ralph Lauren Corporation U.S. North America $3,956 Apparel/Footwear SpecialtyLagardère Travel Retail SAS

(formerly Lagardère Services SA) France EMEA $3,944 Other Specialty

Lawson Inc. Japan Asia Pac $3,922 Convenience/Forecourt Store

Tsuruha Holdings Inc. Japan Asia Pac $3,920 Drug Store/Pharmacy

PRADA Group Italy EMEA $3,913 Apparel/Footwear Specialty

Roundy's Inc. U.S. North America $3,855 Supermarket

Debenhams plc U.K. EMEA $3,823 Department Store

Nitori Holdings Co. Ltd. Japan Asia Pac $3,813 Other Specialty

JYSK Group Denmark EMEA $3,811 Other Specialty

Grandvision N.V. Netherlands EMEA $3,745 Other Specialty

Abercrombie & Fitch Co. U.S. North America $3,744 Apparel/Footwear Specialty

HTM-Group France EMEA $3,714 Electronics Specialty

RONA Inc. Canada North America $3,712 Home Improvement

Heiwado Co. Ltd. Japan Asia Pac $3,707 Hypermarket/Supercenter/Superstore

Vipshop Holdings Limited China Asia Pac $3,701 Non-store

Liquor Control Board of Ontario Canada North America $3,691 Other Specialty

Coach Inc. U.S. North America $3,686 Other Specialty

Ingles Markets Inc. U.S. North America $3,683 Supermarket

Groupe Vivarte France EMEA $3,653 Apparel/Footwear Specialty

Documents

Retail Sales Playbook - scansourcecatalyst.com · COIETIAL PARTER SE OLY 1.1 RETAIL SALES PLAYBOOK | 4 Retail Industry Trends The Retail Industry To understand the current state of