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主题:零售激活商品力的六大要素

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联商专栏:“君子务本,本立而道生”。零售店的本,就是商品力。

简单说,商品力就是商品本身的价值和魅力。商品力强,竞争力就比较厉害,再辅以人为的“销售力”,便可追寻经营所得。

到6月份,2020年的新冠病毒疫情风险在持续下降,随着政府激活零售市场政策出台,零售店下一任务是:激活商品力,创新销售力,迎接弹性消费。

一、基本消费和弹性消费

基本消费,或者叫基础型刚性消费,都是指生活必需品,柴米油盐、防疫品、卫生品等。弹性消费,也理解为可选择性消费,与人的消费观念转变密切相关,比如特色时尚服饰、健身美容、户外野营等。

在基本消费稳定的前提下,根据生活价值观念转移,选择性消费会波动性发展。一旦出现意外应激事件,选择性消费立即领先下滑,基本消费随后出现下降,但是下降幅度小于选择性消费。从日本近10年来的基本消费与弹性消费、社会应激事件的关系看,可以明显看出这种波动(参见图示)。

在疫情风险比较严重的3月份,中国的居民消费也出现这种波动轨迹,而且遵循同样的规律,主要服装鞋帽类可选择消费品大幅度下降,而基本消费品在明显增长,从各个网络销售平台反映的数据也证明这一点。

综合零售店,包括百货店在内主要依靠可选择消费,也就是弹性消费赢得经营利润。不过,如果食品等基本消费经营很出色,在突发应激事件时,也能够稳定整体店铺经营收益。位于北京北四环安慧桥的伊藤洋华堂就是这样的案例。

二、风险降低、弹性消费开始恢复

正常情况下,随着应急事件风险逐渐消褪,基本消费恢复正常轨迹,维持稳定状态,与此同时,健康、安全、社交愉悦为主题的弹性消费就会恢复起来,并且,风险控制越有力、心理恐慌消褪越快,弹性消费恢复也就越快。

也有这样的情况:随着疫情风险降低,弹性消费没有起色、基本消费也开始降低。这是伴随疫情迁延,加上其他相关社会因素干预,出现大面积失业潮,中低层大众消费者收入降低,消费动力衰减的恶果。

笔者按基本正常收支消费规律讨论,疫情风险从开始到降低、消褪,消费需求呈现三个阶段变化,一是基础消费品稳定或走高,二是健康、安全及娱乐、教育品的消费恢复,三是受社会机构激励政策影响,选择性消费开始恢复、增长。

2020年1至4月,美国沃尔玛的销售业绩验证了这一点。第一季度顾客来店次数总体减少5.6%,购买品度相应减少,但是人均购买额增加16.5%,在线配送增加3倍,意味着购买频次增长3倍。2月份基本用品增长3.8%,3月份增长15%,3月中旬以后,在线配送增加4倍,线上业务更加活跃。从4月份的销售结构看已经出现变化,即基本用品增长趋缓,健康用品、选择性用品增长加快,综合增长9.5%。

值得借鉴的是,沃尔玛提前预判到这种演变,在其它零售企业减员的情况下,沃尔玛临时招聘15万人,集中关注线上销售渠道服务。

号称以消费者为本的零售企业,应该具备这样预判消费行为演变的功力,及时组织提供顾客价值偏好服务,以销售力激发商品力。

三、激发商品力的6要素

激发商品力,直接意思是激发商品本身的价值和魅力。如果扩大一点看,把商品力引申为经营产品组合的价值和魅力,对于一般零售企业的管理者甚至决策者,可能更好理解、更容易参照去做。

商品力,一般归结为商品政策的策划实施。大家熟悉的英文说法是Merchan dising(简称为MD),这个定义的书本气息较重。实际上是店铺的经营产品的规划与实施落地过程。

在实施过程中,门店应该做什么?从现实门店调研考察看,门店负责人总是抱怨说总部管控太多,门店没权操作。实际上,门店不是没事可做,而是很多该做的事情并没做好,甚至根本不做。

第一、产品组合

在卖场陈列销售的经营产品组合布局。主要责任在总部,总部要能够预判3至5年消费趋势的演变,提出可行的经营策略。

从2020年的市场趋势看,能不能适应疫情风险消褪以后弹性消费变化,尽快提升业绩,关键就在对于各个门店的选择消费品的调整和组合。

以日本百货店的产品组合演变为例,根据日本百货店协会的数据, 2008年服装类销售额为2.71万亿日元,业绩占比36.8%,2019年为1.68万亿日元,业绩占比29.3%。10年间减少了约1万亿日元。另据日本经济产业省的数据,日本网上服装类销售额2008年为730亿日元,2018年为1.77万亿日元,10年间增长1.7万亿日元。实体百货店的服装品类作为往日的利润大户、时尚弹性消费主力,已经失去光彩。

中国的零售店铺经营产品组合到底会怎样演变?服装类是不是也会出现渠道分化,主要品牌远离百货店的趋势?

如果这一轮产品组合调整看走眼,甚至自毁家底,那么,门店商品力的基础就不存在了,店铺基本上也就失去活力,其它5个因素很难发挥作用。

第二、提供时段

经营产品在卖场内、卖场外停留的时段策划。主要责任在门店,当然总部需要给予必要的放权,如果控制得很死,门店就没有做事的动力。经营产品的导入、销售、撤出的时期内,门店要分析适应的小众顾客,他们方便利用、容易购买的时段,并且在不同区域、不同时段展开销售的形象、力度、方法。

日本功能性服装品牌WORKMAN近几年来业绩收益持续走高,是全日本2019年23个上市服装企业中两个盈利企业之一。他们的门店有两块招牌,上午10点前、下午4点以后保持原来叫法WORKMAN,中间这段时间叫WORKMAN plus+,核心意思是增加白天中老年顾客群,适应客流不足现实,解决不同客群的需求点(参见图示)。

第三、提供地点

将店铺经营产品按照顾客需求的节奏,在规定专柜区域之外,策划提供促销位置。主要责任是在门店,而且是门店最能够发挥主动性、创造性的销售机会。总部应该尽可能放权,全力支持门店,激发销售活力。

可以按照区域不同级别,划分不同主题促销区,策划设计不同的产品形象,适应需求节奏的变化。

要关注三个便于:便于发现、便于选择、便于利用。根据顾客感知价值,进行分类、授权管理。

2020年受疫情影响,门店内部的经营皮鞭缺乏客流,在门店收益生死之际,政府已经放开离店促销的限制,在这种情况下,离店大棚、流动促销车、社区文化专享、公园跳蚤市场、夜间文化演唱会等文化促销策划,有非常大的执行空间。

限于文章篇幅,以下三项简略带过。

第四、提供价格

针对不同经营产品在不同时段的需求强度,向顾客提供适当的销售价格,并确保性价比,杜绝以次充好。这项工作的监控责任在总部,执行责任在门店。后台系统监控,库存检查、计划销售项目的价格分析、实施,需要总部提出预见性策划建议,和门店一起策划有效的价格政策。

第五、提供数量

根据数据分析及合作方的商品提供规划,确定向顾客提供的经营产品单品数量。主要责任在门店。要根据系统提供的数据,结合市场需求的变化,跟踪分析不同类型新商品进货量、销售计划量、每期展示陈列量、损失数量,关注销售效率和周转效率。这是门店管理者制定合理价格、控制销售损失、抓住市场机遇的经营智慧的体现。

第六、展示工具

设计策划、制作在卖场展示销售经营产品的系列道具。主要责任在门店,总部相关部门不应干预门店的实施手段,包括道具合作提供方的遴选。

要形成新鲜、系统的管理机制,制定统一的价格卡片、POP组合、手写卡、品牌合作方的促销工具、看板、吊挂牌等工具,要关注展示工具的主题性、趣味性、统一性,门店可以和总部联合,形成季节工作进度评价机制,保持卖场环境的时尚鲜度、活力。

疫情,在考验零售人经营觉悟和经营智慧。调整经营产品组合是激发商品力的核心;积极选择不同时段、不同区域地点展开销售,展示销售力,是激活商品力的关键手段。加油!零售同仁。

(文/联商高级顾问团成员 潘玉明,本文仅代表作者观点,不代表联商立场)

- 该帖于 2020/6/1 16:00:00 被修改过
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