ARA NEWSLINE - JANUARY 2021

2021

JANUARY EDITION

ARA NEWSLINE SINCE 1995 – UNITY IS OUR STRENGTH

#A NEW DAY AT ARA • • • • • •

Conciliation & Arbitration Board Conflict Management How to Get Customers Onboard ARA Flash Quick Thoughts from the CEO Consumer Insights – The Age Effect

INSIDE

Page 4 Page 5 Page 6 Page 10 Page 11 Page 13

• • • • • •

January Pricing Update – Coke General Body Meeting Recap January Pricing Update – Pepsi COVID Drives Industry Changes January Pricing Update – Monster The Cost of Great Customer Service

Page 15 Page 17 Page 21 Page 23 Page 29 Page 31

ARA PREFERRED VENDORS Members who do not receive a response within 72 hours from an approved vendor listed below are encouraged to call the ARA office for assistance.

Happy New Year!

ARA BOARD

Chairman Firoz Narsidani Vice Chairman Malik Jivraj Honorary Secretary Yousuf Dosani Treasurer Akbar Sharif Director Irfan Lakhani Director Ishkander Malani Director Raffeeq Iqbal Director Naushad Keshwani Director Anis Ali Director Nadiya Merchant Director Shaila Tejani

Chairman’s Note

On behalf of the Board of Directors and Staff of the Atlanta Retailers Association, we wish you a joyous year filled with hope, healing, prosperity and health for you and yours. While we’re all exhausted for the prolonged fight against COVID, there is a light in the horizon. As covered by numerous media outlets, there are now two vaccines actively being administered in countries around world. I’m hopeful that these medical advances will lead to a sense of normalcy and the beginning of the end for COVID. I encourage you and your family to get vaccinated when safe and appropriate to do so.

In addition to the stress caused by the ongoing Pandemic, we’ve all watched as peaceful demonstrations have escalated into violence that impacts Members and the communities we serve. Because of this, I advise Members to remain vigilant during the upcoming runoff elections.

Please keep safety & security top of mind in the coming weeks and beyond. I encourage everyone to use the resources available on the ARA website or in Newsletters in order to stay informed.

Now, I would like to transition to the current state of ARA. I’m proud to report that the state of our Association is STRONG. ARA’s financial health is significantly better today than in prior years. In spite of the challenges posed by COVID and protests, Patronage Dividend Payments or Rebates have increased significantly versus the same period last year. Members have proven again and again what a powerhouse ARA can be when we work in UNITY As always, our CEO, staff and Marketing & Promotions Committee has been hard at work researching and negotiating the most competitive contracts and developing excellent programs for our members in 2021. To kick-off the new year, we will be hosting a Town Hall Meeting on January 10th. Due to COVID Concerns, the meeting will be held virtually. All program related information will be presented at this event. Registration detail will be available soon.

In order to address new and emerging competitive threats, the ARA Board of Directors in consultation with the Board of Advisors and other community bodies have embarked upon the launch of a separate buying group. The new entity will be called Platinum Business Alliance (PBA) and will be open to the general public. The ultimate goal of the PBA is to increase ARA’s retail presence and significantly grow our collective buying power.

In addition to the buying club, we are proud to announce the launch of the new and reimagined ARA logo as part of the ongoing evolution of our association’s brand. We felt it was time for a change and with that in mind, we refreshed the ARA logo to reflect who we are today and to symbolize our future growth. The design updates the iconic ARA logo with a gradient of greenblue colors, and a more minimalist and contemporary look. We took this approach of re-branding to bring the design more in line with the aesthetics of today.

We realize that changing a logo is a process that can involve many steps and take some time, so we will start with a soft roll out and subsequently launch the logo across all of our platforms.

Office 2055 N. Brown Road, Suite 200 Lawrenceville GA 30043

Office Hours Monday – Thursday 9:00am – 5:30pm Friday 8:30am – 5:00pm

Phone 770-455-4455

Contact Us admin@araonline.us Or visit www.araonline.us

The future is bright for our Members and for our Association. UNITED, we will meet the challenges thrust upon us. Let us face the future together, with eyes wide open and aspire to reach new horizons.

Take Care and Stay Safe,

Firoz Narsidani Chairman – Atlanta Retailers Association

Community Outreach NEWSLINE

Conciliation and Arbitration Board (CAB) CAB: Confidential, Compassionate, Cost-Free and Culturally Sensitive Dispute Resolution

Conflicts and disputes are a natural part of human life and can lead to emotional and psychological stress. Especially now during the pandemic, health risks, financial stress, job concerns, remote work/ school challenges and gathering restrictions, has led to an unusual amount of stress and a significant increase in conflicts and disputes between couples, family members and business partners. Although conflicts are common, how we manage our conflicts can make all the difference in the world in restoring peace in our lives. Mediation is a conflict resolution process that utilizes a neutral third party in supporting the disputants achieve amicable solution, and find a path forward towards healing.

The Conciliation and Arbitration Board (CAB) offers the Jamat confidential, compassionate and cost-free mediation services that are culturally sensitive and rooted in our Islamic ethics and values of generosity, justice and equity. Trained CAB volunteer mediators can help parties overcome deadlock, facilitate communication, and explore creative new avenues that can help Jamati members resolve their own disputes while saving thousands of dollars in legal fees and avoiding the stress of going through the court system.

The Conciliation and Arbitration Board is available to support the Jamat via online mediation services (telephone and face to face Zoom meeting). Due to the pandemic, in person mediation is restricted.

If you are interested in seeking CAB’s help, please contact your regional CAB Chairperson Kashif Dhatwani at kashif.dhatwani@gmail.com or 720-232-8622. You can also call our confidential line 1 855-US CAB 63 (1-855-872-2263)

Don't let conflict deprive you of the peace you deserve! Call Today!

4

Conflict Management NEWSLINE

The Pandemic along with Social Unrest has led to frustration among the General Public.

SIMPLE TIPS

WALK AWAY Walk away or move on to other business

POLITICS Do not engage in any type of Political Conversation

I’M SORRY Sincerely Apologize

THINK! Choose your words wisely

SYMPATHY Sympathize with the other person

KISS

KEEP IT SHORT Keep conversations short, simple and to the point

KEEP IT FRIENDLY Assume a friendly posture and stay calm. Don’t use foul language

RACE Do not make any type of racial remarks

LISTEN Listen & determine the cause of the problem

NEUTRAL

IF A DISPUTE OCCURS…

Don’t display signage that reflects political interests or beliefs

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Conflict Management NEWSLINE

How to Get Customers Onboard With Safety Measures

By Tammy Mastroberte, Convenience Store News

Since spring 2020, the COVID-19 pandemic has changed the way most people live throughout the world and directly impacted retailers and the way they operate – especially those deemed essential, such as convenience stores. Safety measures including social distancing, hand sanitizing and mask mandates have become a part of everyday living for both customers and store employees, and c-stores around the world have adopted these policies to keep everyone safe.

Not all customers, however, are happy to comply with such mandates and measures. As a result, retailers have been left to find ways of enforcing pandemic policies at their locations. Among the methods being utilized are employee training, store signage, store layout changes, increasing labor, and even offering free masks to customers who come in without one.

“There are CDC guidelines but no overarching mandate, so everyone is left to police and ensure compliance on their own and even though a store might have a sign that says a person must wear a mask, when someone comes in and refuses to wear one, it’s up to the employee and the establishment to ensure compliance,” said Oscar Villanueva, managing director of security services at R3 Continuum, based in Minneapolis, Minn., which focuses on crisis response, mitigation and management.

If an employee is not trained in hostility management or de-escalation techniques, they will be ill-prepared to confront such customers and many will defer to the store manager, who without training may not be prepared either, Villanueva noted.

“There have been news stories about an employee getting an arm broken in Target over a confrontation with a customer, and in Bed Bath and Beyond, the employee got a

6

Conflict Management NEWSLINE

manager but ended up punching a woman in the face,” he said, explaining that incidents like this can be avoided with training and a well-defined plan from the corporate level.

He believes clearly defined company policies outlined and communicated are key and says it would be helpful for managers and supervisors to get highlevel training on hostility management and de-escalation techniques, while employees should receive some type of awareness training.

Villanueva shared the following recommendations to manage hostility and de-escalate confrontational situations with customers:

Recommendations for store-level employees and managers: • • • • • • • • • • •

Communicate your concerns professionally (remember that what the customer says or does is not personal).

Reference the safety needs of both parties.

Work to understand the customer’s position and show empathy.

Ask for the customer’s help in resolving the issue.

Present alternatives for resolving the issue.

If all else fails, seek assistance from a manager If unable to resolve the situation and there is imminent danger, call security or the police for assistance.

Create a policy addressing mask-wearing and social distancing for both employees and customers.

Communicate the policy via signage for customers and via internal communications for employees.

Ensure that employees adhere to the policy and lead by example.

Provide training on hostility management and de-escalation techniques to both employees and managers.

When encountering a customer who refuses to comply, the way the person is approached is important to how the conversation or confrontation may go, according to Russ Turner, director of People Incorporated’s Training Institute, based in Eagan, Minn.

“The main thing is to approach people as if you are allies and assume a positive intent,” he explained. “If they don’t have a mask, they probably forgot it in the car and are not used to wearing it yet. Assuming positive intent will help the employee be less reactive.”

When asking for compliance, using a connector phrase — “Thanks for coming in” or “Good to see you” or “We are happy you are here” — can disarm people and establish a

7

Window Poster Promotions NEWSLINE

•

ARA Member Revenue Share and Annual Rebate Program

Gerald Winstead - Sales Account Manager (404) 309-1880 or gwinstead@cscsw.com

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Conflict Management NEWSLINE

connection before an employee asks for compliance on something. And it’s important for it to be an “ask,” not a “tell,” Turner advised.

“Use polite language like ‘would you please’ or ‘could you’ or ‘would you be willing to,’ and mention if there is a mandate in the state. Like here in Minnesota, we have a state mask mandate,” he said. “Also, it’s good to give people an out like, ‘Hey, it looks like you may have left your mask in the car,’ or ‘It looks like you have forgotten your mask; here, you can grab one of these,’ rather than, ‘Sir, where is your mask?’”

When it comes to social distancing, floor decals, roping off certain areas to guide a line, and other signage can help customer compliance tremendously, specifically because it helps them visualize what needs to be followed, noted Perry Kuklin, director of marketing for Lavi Industries, a company based in Valencia, Calif., that helps retailers with queue management and customer-flow equipment and technology.

“It’s important to make sure people can visualize and understand what 6 feet apart is, whether it’s a retractable belt for every 6 feet with a sign that says, ‘Please stand behind this sign,’ or floor stickers. It really helps,” Kuklin said, adding that with c-stores sometimes short on space, forming a single-line queue and even adding acrylic partitions to keep other customers from walking too close can be helpful.

It’s important to have signage that communicates exactly what the expectations are, Villanueva said, and to make sure signs are posted clearly outside the store before a customer even enters. The signs should be large enough that customers can’t miss them.

“If you don’t communicate to clients as they are coming in, then you risk them saying they didn’t see a sign,” he said.

For more information go to: https://csnews.com/how-get-customers-onboard-safety-measures

9

ARA Flash NEWSLINE

SIGNAGE PLACEMENT GUIDELINES January 1 – February 28, 2021

1

FOOD MART 2 3

5

4 PROPANE

ICE

WARNING: Under Georgia law, there is no liability for an injury or death of an individual entering these premises if such injury or death results from COVID-19. You are assuming this risk by entering these premises.

1

Spanner Board – Promotions Valid January 1 - February 28, 2021 (Installed by ARA)

2

Window Signs – Promotions Valid January 1 - February 28, 2021 (Installed by Vendor)

3

ARA Member # Decal – Installed by ARA Member Support Representative (MSR)

4 5

Safety & Security Decals – Installed by ARA Member Support Representative (MSR) SOCIAL DISTANCING Signs – Installed by Member Support Representative (MSR)

DIGITAL SPANNER BOARD Minute Maid 12oz

Brisk Tea 1 Liter

All Flavors In-Store Promotion

Gatorade 20oz

2 for $2.50 Single at Regular price

Pepsi CORE 20oz

2 for $3.00 Single at Regular price

2 for $3.33 Single at Regular price

Single SRP $1.89

Single SRP $0.99

Single SRP $1.59

Single SRP $1.89

Single SRP $2.49

All Flavors In-Store Promotion

Promotions Valid Jan. 1 – Feb. 28

Gatorade 28oz

Doritos 2.75oz – 3.12oz Bags

2 for $3.33 Single at Regular Price

Single SRP $1.89

All promotions featured In this Newsline are available for download to your back office!

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Quick thoughts from the CEO NEWSLINE Greetings, everyone! The beginning of a year is a great time to start with a new attitude. It is a time when we each can reflect on recent accomplishments, while looking ahead to set new aggressive goals.

It is a time when we can reflect with a thankful heart for all the many blessings that we have. But it is also a time to look ahead to determine how you will treat and bless others in the upcoming year.

It is a time to recharge our personal battery during the holidays, while also establishing business plans for the months ahead.

The start of the year is a great time to show appreciation to others for jobs well done. It is also a time to reflect on how we can each personally do a better job in each facet of our lives.

It is a time to thank your family, spouse, siblings and friends for what they mean to us. Of course, it is also the time to determine if you can be a better spouse, parent, sibling or friend.

ARA will be doing much of this in the days ahead. We will:

• Finalize business plans.

• Execute our various programs.

• Communicate to members & vendors regarding issues and opportunities.

• Evaluate our systems and processes.

• Pay attention to the details.

We enter a unique year, one where we need for our stores to be as clean and sanitized, as ever. We need to find new ways to improve merchandising and execution, so that we maximize sales opportunities in each respective category. We feel hugely confident that programs and promotions are in place for a phenomenal year.

Now it comes to each of us. We each must do our part to honor and represent the community, our families and our employees. We need to be ready for the new needs and expectations of our consumers.

2021 is a new year and a new day. Let’s enter with a new attitude of optimism and determination. Let’s represent ARA with each individual store… providing excellent service and courtesy, while differentiating from our competition locally.

Together, we will make this the best year ever. It’s now up to us. Thanks to each of you for your continued efforts!

Steve 11

H.T. Hackney - Food Service NEWSLINE

HIGH PROFIT/ LOW LABOR IDEAS

Mike Simmons (678) 907-3367

Cash Payment Policy Change Due to COVID-19 and for the safety of our employees and our customers, effective immediately, we will no longer accept cash payments. Customers have several convenient options for paying their AmeriGas purchases:

CHECK

Mail payments to the address on the remit portion of the Invoice No invoice? Mail to: AmeriGas, PO Box 371473, Pittsburgh, PA 15250 Include AmeriGas account # on check

ONLINE Register online at www.amerigas.com Pay with a credit or Debit card (no gift cards) Or make payment via a checking or savings account

BANK Log on to your Bank’s website and schedule Payments to AmeriGas Contact your bank For any assistance

PHONE

MONEY ORDER

Call (800) 427-4968

Purchase a money Order and mail to:

Select Option #2 Pay by phone using a credit or debit card (no gift cards)

AmeriGas, PO Box 371473 Pittsburgh, PA 15260 Include AmeriGas account # on check

Additional details and information is available at amerigas.com or by calling (770) 458-8568

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Consumer Insights NEWSLINE

13

Preferred Vendor Program NEWSLINE

CORE-MARK SmartSet PROGRAMS

Core-Mark’s SmartSet Programs are designed to help make your store efficient, profitable and competitive

Worldpay is NATA’s preferred payments processor

• IN-STORE Core-Mark delivers a complete offering of marketing programs designed to provide key solutions in core categories: cigarettes, OTP, candy, snacks and gum.

• FOOD SERVICE Core-Mark’s Foodservice portfolio includes comprehensive Coffee and Food-to-Go programs that deliver a range of solutions to fit every type of customer and a suite of branded programs in all foodservice categories.

• GENERAL MERCHANDISE Core-Mark’s General Merchandise solutions provide our customers with the programs they need to optimize their sales and profits.

• CATEGORY MANAGEMENT Keeping your store in stock with the top-selling items is critical to optimizing sales and profits.

Processing from Worldpay (Credit/Debit/EBT) NATA members who purchase a Verifone Vx520 from Worldpay qualify for $0.031 per transaction + payment network fees: • Verifone Vx520 $299.00 plus shipping/tax • Verifone Vx805 Pin Pad (EMV/Chip) $154.00 plus shipping/tax (optional external Pin Pad) NATA members who do not purchase a Verifone Vx520 from Worldpay qualify for $0.036 + payment network fees • Member obtains a Verifone Vx520 from Worldpay without paying the $299 fee* • Member uses a terminal acquired from another source

Worldpay benefits for NATA members: • • • • • • • •

Online Statement: $0 Real time Online Access: $0 Unlimited Batch Closing: $0 Unlimited Settlement: $0 24hr Help Desk Support: $0 Chargeback: $5/chargeback Voice Authorization: $0.95/call Minimum processing fee: $20/month

Vx520 and Vx805: A combination of convenience Combining the standalone EMV ready Verifone Vx520 with the Vx805 PIN pad brings the latest technology to your business with features to help reduce fraud and add versatility for customer convenience.

Enhanced security Tamper resistant and EMV chip card enabled, this terminal and PIN pad combo helps protect your business against fraud. And an optional point-topoint-to-point encryption (P2PE) service surrounds data with added security from swipe to payment processing.

For more info. call us at 404.792.2000

Convenient and easy to use This combination creates a more secure self-service experience for cardholders. No need to maneuver the terminal for payment. The cardholder easily swipes or inserts their card with ease.

Variety of payment types Accept magnetic stripe and chip cards as well as contactless payments** from mobile wallets like Apple Pay, Android, and Samsung Wallet.***

For new sales services, please contact Jemel Bryant at 678.587.1892 or Jemel.Bryant2@worldpay.com Offer ends October 31, 2019. * Requires execution of a three processing agreement and if member terminates early, in addition to any other early termination fee specified in the processing agreement, member will be required to pay $299 fee for the terminal. Verifone Vx805 Pin Pad sold separately. ** Excludes contactless and Discover Online PIN transactions. *** Apple Pay is registered trademark of Apple Inc. Apple Inc., its subsidiaries and affiliated companies do not endorse Worldpay’s products or services. Androind Pay is a trademark of Google, Inc. Samsung Pay is only compatible with select cards from participating banks/issuers, participating carriers and certain Samsung devices; check the Samsung Pay Support page for a compatibility list.

EMV is a registered trademark or trademark of EMVCo LLC in the United States and other countries.

Verifone, Verifone logo are either trademarks or registered trademarks of Verifone in the United States and/or other countries.

WEC295 03.19 © 2019 Worldpay, LLC and/or its affiliates. All rights reserved. Worldpay, the logo and any associated brand names are trademarks or registered trademarks of Worldpay, LLC and/or its affiliates in the US, UK or other countries. All other trademarks are the property of their respective owners.

CTE technicians are the best to serve any of your gas station testing, repairs, and installation needs, our aim is to serve you better in a timely manner. Please note that our competitive prices, flexible scheduling and experience will save you time and money. Please contact us ASAP and save:

Installation Services: EVR System Veeder Root Dispensers Pumps Pipes Tanks Cathodic Protection Verifone POS And More…

Testing Services:

Stage II EVR Line Blockage Cathodic Protection Tank Tightness Leak Detector Line Tightness Sump and spill bucket Veeder Root Helium And More…

Repair Services:

Veeder Root Line Leak Tank Leak Water Removal Spill Bucket Over Fill System Tank Cleaning monthly walk through And More…

CTE also offers the following training: UST Operator Class A & B and Stage II Training

Telephone: 678-673-6270

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Fax: 678 621 0051

Email: aj@ctega.com

Coca-Cola Bottling Company UNITED NEWSLINE

JANUARY 2021

Coca-Cola 20oz

Fanta 20oz

Coca-Cola 24oz

Coca-Cola 16oz Coca-Cola Mexico

2 for $3.50 Single at Regular price

2 for $3.00 Single at Regular price

2 for $4.00 Single at Regular price

2 for $3.00 Single at Regular price

All Flavors In-Store Promotion

Single SRP $1.99

Single SRP $1.69

Single SRP $2.29

Single SRP $1.59

Single SRP $1.79

Powerade 20oz

All Flavors In-Store Promotion

Single SRP $1.49

Dasani 20oz

Powerade ULTRA Powerade WATER Powerade 32oz

2 for $3.50 Single at Regular price

2 for $3.50 Single at Regular price

2 for $3.50 Single at Regular price

Single SRP $1.89

Single SRP $1.89

Single SRP $1.99

Dasani 1 lt.

Body Armor 28oz

Smartwater 1lt Smartwater 700ml

2 for $5.00 Single at Regular price

Single SRP $2.69

Body Armor 1lt

2 for $2.50 Single at Regular price

All Flavors In-Store Promotion

2 for $4.00 Single at Regular price

All Flavors In-Store Promotion

2 for $4.33 Single at Regular price

Single SRP $1.39

Single SRP $1.89

Single SRP $2.19

Single SRP $1.79

Single SRP $2.19

All Flavors

All Flavors

YUP 14oz

Dunkin 13.7oz

All Flavors

All Flavors

2 for $4.50

Single SRP $3.89

Single SRP $1.99

Single SRP $2.99

Single SRP $1.79

Single SRP $2.89

CORE POWER

15

Peace Tea

Coke Energy

Preferred Vendor Program NEWSLINE

Call To Make An Appointment To Get This Rack Set In Your Store 1-800-239-2444

16

Meetings & Events NEWSLINE

25th Annual General Body Meeting Recap In a sign of the times, the annual event had to be convened virtually

When news of the CORONA Virus began to emerge in early 2020, few could have imagined the changes in everyday life that were in store for populations the world over. Chief among those changes is the rise in virtual meetings and events. While the General Body Meeting is required as part of ARA’s bylaws, a large, social gathering was not practical, feasible or safe to convene. As a muted alternative, a virtual General Body Meeting was presented on Sunday, December 6, 2020.

Here’s an abbreviated recap of the proceedings: Once Members were virtually present for the event, Izzat Mote, ARA’s Financial Accountant, welcomed Members and delivered the opening remarks. Ms. Mote took the opportunity to thank Members for their continued trust and support.

Ms. Mote was followed by ARA Vice Chairman, Malik Jivraj. Mr. Jivraj called the meeting to order and proceeded to ratify the prior General Body Meeting Minutes as well as the consolidated financial reports. Since no objections were received from Members, both documents were approved.

In keeping with tradition, Ms. Salima Jaffer, President for the Southeast Council, delivered keynote remarks for the event. In her remarks, President Jaffer acknowledged and thanked retiring Directors and recognized the significance of ARA’s growth from humble beginnings to a retail powerhouse over the course of 25 years. In addition, President Jaffer commented on the fact that several Jamati institutions are ready and able to assist Members cope with the current Pandemic and prepare for a future crisis.

President Jaffer was followed ARA CEO, Steve McCown who updated Members on the success of current programs, most notably the new cold vault reset initiative launched in late 2019. Mr. McCown congratulated Members on the successes achieved in 2020 despite an ongoing pandemic. Collectively, ARA Members outperformed the Georgia Convenience Market. Mr. McCown then proceeded to elaborate on 2021 programs and the increased focus on compliance, operating as a chain, consistency and improved execution. Mr. McCown was proud to announce that the average rebate was up 91% versus prior year.

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Meetings & Events NEWSLINE

Mr. McCown was followed by Southeast EPC Chairman, Mr. Nazim Ali who served as an Elections Commissioner during the last Board of Director Elections. President Nazim proceeded to announce the newly elected Board: Chairman, Mr. Firoz Narsidani, Vice Chairman, Mr. Malik Jivraj, Treasurer, Mr. Akbar Sharif and Hon. Sec., Mr. Yousuf Dosani.

The executive committee was followed by the announcement of newly elected Directors Irfan Lakhni, Ishkander Malani, Naushad Keshwani and Raffeeq Iqbal. The Board was further complemented by Appointed Board Members Nadiya Merchant and Shaila Tejani.

President Nazim closed his segment by acknowledging and thanking retiring Directors.

Chairman Nazim was followed by ARA Chairman, Mr. Firoz Narsidani who delivered the Chairman’s address and updated Members on the current state of the Association. In addition to the State of the Association, Chairman Firoz announced the launch of the Platinum Business Alliance (PBA), a wholly owned subsidiary of ARA that will be open to the general convenience market. The main objective of the PBA will be to increase and leverage the overall market presence of ARA Members. Mr. Narsidani also updated Members on the redesign of the iconic ARA Logo. Lastly, Chairman Narsidani acknowledged and thanked retiring Directors Jamal Tajuddin and Murad Jiwani, retiring Treasurer, Mr. Alnoor Kassam and retiring Chairman, Mr. Karim Thobhani.

The online event was concluded by ARA Honorary Secretary, Mr. Yousuf Dosani, wo proceeded to deliver the vote of thanks. Additionally, Mr. Dosani thanked attending guest speakers and thanked Members for their participation. In his final remarks, Mr. Dosani, officially adjourned the meeting.

Throughout the event, Members provided feedback on the content and the presentation format. ARA Staff Members were on-hand to capture any and all feedback.

All participating Members were automatically entered in a prize drawing to win one of ten ipad Air tablets. The subsequent winners were invited to pickup their devices at the ARA office.

Here are some of the winners!

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Meetings & Events NEWSLINE

iPad Air Tablets were presented to Members by ARA CEO, Steve McCown Congratulations to the winners!

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Pepsi Beverages Company NEWSLINE

2 FOR 3 $

SINGLE AT REGULAR PRICE

CONTACT YOUR PEPSI REPRESENTATIVE 20

Pepsi Beverages Company NEWSLINE

JANUARY 2021

2 for $3.00 Single at Regular price

Pepsi 20oz

2 for $2.50 In-Store Promotion

Flavors 20oz

2 for $3.00 Single at Regular price

All Flavors In-Store Promotion

Pepsi 16oz

Brisk 1 Liters

Single SRP $1.89

Single SRP $1.49

Single SRP $1.99

Single SRP $1.29

Single SRP $.99

Gatorade 20oz G Super Shake 14oz

Pepsi 24oz

BOLT 16oz

Rockstar

All Flavors In-Store Promotion

Mtn Dew RISE

2 for $2.50 Single at Regular price

All Flavors In-Store Promotion

2 for $3.33 Single at Regular price

2 for $3.50 Single at Regular price

2 for $4.25 Single at Regular price

Single SRP $1.59

Single SRP $2.99

Single SRP $1.99

Single SRP $2.19

Single SRP $2.49

Aquafina 20oz

Aquafina 1 lt.

All Flavors In-Store Promotion

All Flavors In-Store Promotion

All Flavors In-Store Promotion

All Flavors In-Store Promotion

Single SRP $.99

Single SRP $1.69

Single SRP $1.49

Single SRP $1.69

Single SRP $.99

Muscle Milk

Muscle Milk Pro

All Flavors In-Store Promotion

All Flavors

Single SRP $2.99

All Flavors

Single SRP $3.99

Bubly

Propel

Trop Twister

Starbucks 13.7oz Double/Triple Shot Starbucks Nitro

All Flavors

All Flavors

All Flavors

Single SRP $3.59

Single SRP $3.59

Single SRP $3.59

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Preferred Vendor Program NEWSLINE Marketing Services

POINT-OF-SALE SIGNAGE LIFTS FOOT TRAFFIC & GENERATES MORE REVENUE According to Point-of-Purchase Advertising International (POPAI) studies, POS signs and displays increased c-store sales an average of

9.2

plus,

%

TENDER & DELICIOUS

entered a store for the first time simply based on its sign, AND

%

68

The right variety of POS materials (such as shelf talkers, banners, window posters, etc.) will help you effectively advertise your product offerings, loyalty programs and promotions.

purchased a product or service because a sign caught their eye Outdoor Signs

Posters

CHICKEN

ONLY

$

3

THER E’S NOTH ING LIKE IT

Window Clings

Draw attention to your retail promotions!

FRESH. QUICK. GOOD.

LET US HELP YOU INCREASE YOUR RETAIL TRAFFIC AND SALES WITH OUR CREATIVE & PRINT SERVICES N’ T

WAIT

GET STARTED NOW!

DO

76 Pump Toppers

DRIVE YOUR STORE SALES TO THE NEXT LEVEL WITH HIGH-IMPACT ADVERTISING

%

Call your Eby-Brown representative or contact us directly:

)

22

BE MORE

VISIBLE TO YOUR CUSTOMERS

Industry Trends NEWSLINE

COVID-19 Drives C-Store Industry Changes: 7 Trends for 2021

By Donna Harris – Oil Price Information Service (OPIS)

The outbreak of coronavirus disease (COVID-19) drove major changes for the convenience store industry. Fifteen percent of grocery shoppers said they were more likely to shop in a c-store, said Lori Buss Stillman, the National Association of Convenience Stores’ vice president of research, speaking during the organization’s State of the Industry Summit virtual experience.

The pandemic also accelerated the move to last-mile fulfillment: 31% of U.S. households ordered food online March 23-25 and demand for food delivery spiked by double- and triple-digit percentages in major metropolitan areas. Stillman noted that 19% of consumers said they were more likely to buy online for in-store pickup, 18% were more likely to buy online for delivery, and 23% were making fill-in trips more often.

She forecast that 43% would continue to shop online after the COVID-19 crisis subsides.

To capture and retain customers coming out of the pandemic, c-store operators “need to remain shopper-centric and more aggressively utilize data to personalize offers, remove friction, enhance experience and experimentation and drive trips, Stillman said.

The summit touched on other key trends.

Here are 7 trends that caught our eye:

23

Industry Trends NEWSLINE

1. Convenience Store Market Bracing for Recession The recession already began globally and in the United States, said Anirban Basu, chairman and CEO of Sage Policy Group.

“I expect it to be short and vicious,” Basu said. “When it commences, recovery from this crisis will be sharp, profound and most welcome – interest rates low, pent-up demand high, need to rebuild inventories, and people anxious to meet again, go to restaurants, see a movie, watch a Baseball Game, and engage in other most wonderful of human activities.”

2. Working Through the Oil Supply Glut Do not expect a return to “normal” oil prices for some time, as it will take a while to work through all the oil in storage, according to an OPIS presentation: Even with a rapid recovery of demand, oil prices will not get to the levels they were at the beginning of 2020 until well into 2021.

3. Slowing Sales of Alternative Vehicles The prolonged low-price environment is expected to slow sales of alternative fuel vehicles, though electric vehicle penetration into the fleet is likely to be steady, according to IHS Markit, the parent of OPIS. By 2026 North American production of EVs is expected to reach 1.52 million units, up 280% from 2019. EV production is expected to represent 9% of total vehicle production in 2026, up from 2.5% in 2019.

However, challenges remain: Electric vehicles are still more expensive than gasoline-powered vehicles and will continue to be until 2025-2030; the charging infrastructure needs to improve but is coming along.

4. Putting in Place an Emergency Plan Industry leaders said the pandemic prompted them to refine emergency plans, including forming an employee task force to map out their response to pandemics. The big emphasis was communication with employees, vendors, bankers, accountants, lawyers and consumers.

24

Industry Trends NEWSLINE

5. C-stores Going Mobile The use of apps and mobile payment were already trends but got a push from the need to avoid contact with surfaces and with people during the pandemic, said Stillman. Thirty-two percent of shoppers said their smartphone had become a more important shopping tool and that figure was 42% for millennials, she said. Nick Ruffner, public relations manager for Sheetz Inc., said that as a result of COVID-19, the company was expanding digital initiatives, including rolling out “Scan and Go” to all of its stores. Scan and Go allows customers to use their phone to scan items and pay without interacting with a store employee.

6. More Tobacco Restrictions – But Greater Beer and Cigarette Sales Last December, the federal minimum age for tobacco moved to 21 from 18. The ban affects 3%-5% of sales volumes, Maggelet noted. That age group also represents 15% of e-cigarette volume and 4% of smokeless-tobacco sales volume. The U.S. Food and Drug Administration in January published final guidance banning the majority of fruit and mint-flavored nicotine vaping products, which has “significantly” impacted sales, he said.

But during the pandemic’s phase of restricted living, c-stores saw cigarette and beer sales jump, according to speaker Caitlyn Battaglia, associate client director for Nielsen.

Premium cigarettes and premium beer were the biggest winners, followed by imported beer, smokeless tobacco and e-cigarettes.

7. Closing the Gender Gap More women are shopping at c-stores, and about 80% of women cite safety as “very important” when deciding to make purchases inside stores. The biggest factors to lure motorists into the store are cleanliness, safety and comfortable stores.

“Over 70% of women visited a store with the intent of using the restroom but decided to leave and go elsewhere upon seeing the condition,” said Jose Gomes, president of North America for dunnhumby, a global customer data science firm.

For more information, go to: http://blog.opisnet.com/c-store-industry-and-covid19

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30

Tom’s Tips NEWSLINE

How Much Does Great Customer Service Really Cost?

By Tom Terrono - T&S Management Services, LLC

As you might imagine, every time I get in the car and pass a c-store I’m checking it out.

What am I looking for? First, the posted price, are they busy, are the lights on at noon, is the lot clear of trash and weeds, grass mowed? Sometimes I smile and sometimes I just shake my head and say to myself, “They just don’t get it.”

Let me share a few examples:

1. At one store, the CSR parks his car at the front door. I’m talking about the space closest to the entrance door. Common sense should tell you this spot is going to get lots and lots of door dings throughout the day, most importantly this convenient spot should be reserved for customers. All CSR’s and owners should park at the side of the lot, out of the way, saving the best spots for customers, we call that ‘Customer Convenient’, ‘Customer Service.’

2. When working with a retailer in New Mexico and I noticed he parked his truck literally at the front door. He had parking curbs near the front door and his front bumper would actually hit front door if opened all the way. I asked him why he parked so close to the front door, making it inconvenient for his customers and his answer was, “Because it’s my store. I’ll park where I want to park.” Do you think he understood what customer convenience & customer service is all about? ☹

3. Another store I pass frequently has four fueling positions. The on-duty CSR always parks at one of them. I even stopped in one day and asked why they park at one fuel dispenser. The answer I was given was, “So customers will know we are open!” Really? You don’t think customers realize you are open, so you block 25% of your potential fueling spots.

4. I followed a CSR walking into the store after he finished a smoke break. I was shocked when that CSR made no attempt to hold the door for me, when I was 34’ behind him. That’s plain rude behavior when in public any time, not to mention an employee at your store. You see, I think that’s poor Customer Service.

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Tom’s Tips NEWSLINE Most people relate Customer Service to the way we communicate with our customers, I disagree, there’s lots of ways to communicate customer service, a few examples, having empty trash containers and usable squeegees at the islands, clean, well-stocked restrooms, fresh coffee and clean fountain area. It’s also the little things that most people don’t see or notice. I compare that to weeds growing in the curbs and sidewalks of your store. If you have a plan to eliminate weeds on a regular basis, nobody notices.

However, if they grow untouched, customers suddenly look at that and think this is not a well-maintained business. If the Customer Service at your store is exceptional, customers are pleased and enjoy going there, and may not realize why, they just feel comfortable while shopping there.

Many times, our staff is young and inexperienced which requires us to monitor their behavior and provide them a good example, aka leadership! I’ve seen countless signs in store windows, “Help Wanted – Experience Required”. I want to scream and shout “Experience required in what; putting gas in your car, able to count change, clean restrooms, or what?” Maybe some of the experienced CSR’s bring some bad habits with them when they come to work for you. I believe it’s vital all CSR’s abide by the same rules YOU establish for YOUR business. If that means telling employees where to park their car, so be it.

When I owned my stores and I was looking for new CSR’s, the main criteria I was looking for was a person who smiled and would look me in the eye. You see, I couldn’t teach someone to smile at my customers because that was not their nature. I could teach them how to operate the register, how to stock the cooler, make coffee, etc. but I couldn’t teach them to smile and look my customers in the eye. That’s something people do unconsciously.

If you operate multiple businesses and you trust your business to managers, they are responsible for staying on top of these situations. When you visit your stores, you are obligated to monitor the actions of your managers and staff while you are there.

I understand many retailers in various parts of the country are experiencing a coin shortage. With a little training I believe your CSR’s can alleviate the situation. If the purchase amount is $10.05 out of $20.00, your CSR should ask the customer if they have ANY change, before they hand 95¢ to the customer. I agree this takes a little more time and effort on their part, but it could help your coin problem.

Another possibility is round up the change. Have a certain amount when your CSR rounds up the change. For example, if the purchase amount is $10.05 out of $20.00, and the customer does not have any change, simply round down and hand the customer $10.00 I don’t think it will cost you that much $$ in a day’s time. You might be surprised, customers will remember, “Oh last time I was in, I owed you 5¢ or 10¢” Give it a try.

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Tom’s Tips NEWSLINE I found this sign in a storage room, I think we should share this with our staff often.

Our Customers Are Not An Interruption Of Our Work, But The Whole Purpose of Our Efforts

Maybe it’s time to revisit my opening statement, “How Much Does Great Customer Service Really Cost?” The answer, not that much when you think about it! The benefits far outweigh the costs!! You noticed I said, ‘Great Customer Service’, you see I think the whole world is trying to give Good Customer Service and most businesses are doing a mediocre job, at best! That’s why we need to notch it up a bit and provide ‘Great Customer Service.’

I often hear grocery stores making an announcement, “Attention all associates, it’s time for the hourly cleaning of your areas.” I understand we don’t need to use the public address system, but maybe we should require our staff to clean: • • • • • •

Front door handles Cooler door handles Coffee pot handles Restroom fixtures Countertops and counters Fuel nozzles/handles

I think customers will appreciate seeing your staff keeping the store clean and safe. I suggest designating 30 minutes after the hour (half past) as the designated time for these chores that should not interfere with shift change duties on the hour.

I hope you; your stores, staff, and family stay safe during these difficult times.

Don't be a victim of the 5 Dangerous Words – ‘Maybe I’ll Do It Tomorrow’ For more information or to download the forms referenced in this article, go to: www.tsmanagementservices.com

35

Atlanta Retailers Association 2055 North Brown Road, Suite 200 Lawrenceville GA 30043 SPANNER BOARD PROMOTIONS January 1st – February 28th

WINDOW POSTERS Jan. 1 – Feb. 28

SPECIAL NOTE: Window signs will be installed by Coke & Pepsi Reps

DISCLAIMER: ARA NEWSLINE is a monthly publication which brings helpful business information to ARA Members. The articles in this newsletter represent the view of the authors and not necessarily those of the public. While every precaution is taken to ensure that the information represented is accurate, the publisher does not assume responsibility for the origin or correctness of the information supplied to us or the quality and performance of products advertised herein. FOR COMMENTS & CONCERNS, CALL ARA @ 770-455-4455