"With the growing baby boomer population and less coverage from insurance companies, the supply and demand is going to explode!" That's how one provider participating in HomeCare's 2009 Retail Survey described the outlook for HME retail sales.

"I believe that there is a fantastic future for retail if given the focus it deserves," said another. However, he continued, "With all the distractions of competitive bidding, accreditation and constantly changing government reimbursement rules, it has been difficult to put the energy and focus into growing the retail side of the business."

In fact, that's how many owners and managers seem to look at retail revenue: as a nice addition if it just doesn't take much time or effort. Nonetheless, that's a big change from a decade ago when most home care companies pooh-poohed HME retail altogether in favor of "sure bets" like Medicare.

But things have changed. And this year's survey results show it, reflecting a flip-flop in providers' attitudes about the category. More than 80 percent of respondents said they are now involved in retail sales — the largest percentage in the history of HomeCare's surveys on the subject.

"It's the way to go," one provider wrote. "We did Medicare for a long time, and the headaches and frustration of the ever-changing criteria, documentation and reimbursements was just not worth it … It's where the future lies."

Penned another, "It's only going to get better for us … If someone wants to buy it, I'll sell it."

Even the most fervent proponents agreed, however, that if you are not willing to put in the effort, you won't reap the retail rewards. Success, they said, comes from a combination of components in a range of areas, including an ongoing investment in advertising, the right product selection, strong display, excellent customer service and competitive pricing — exactly the things that keep customers coming in other retail sectors.

"We're still building," said one survey respondent, "but good service, an honest business ethic, reasonable price/profit margins, product knowledge, selling quality products [and] taking the time to get it right are all attributes that bring the customer back."

Providers with successful retail operations also pointed to the increased importance of location; the convenience factor is an imperative for consumers even for destination products like home medical equipment. "We have a good location with lots of traffic, and we have more walk-in customers than any other DME company in the area," noted one.

In fact, nearly half of the respondents (45 percent) reported increased revenue from walk-in retail customers, and a full two-thirds (66 percent) said they find their customers are willing to pay out-of-pocket for retail items.

Provider tracking of such numbers for retail is also on the rise. Forty-eight percent of those in the survey group said they separate retail sales from medical referral sales. That's a long way from the 25 percent who said they did so in the magazine's 2001 retail survey.

Also for the first time, respondents (in aggregate) reported retail sales make up 15 percent of their revenues. Granted, that's not a full "ding ding ding" on the HME retail-o-meter, although it is something of a milestone.

It's clear, however, HME retail has a long way to go despite increasing interest.

Some providers told HomeCare while it would be nice to focus on building retail sales, they are simply concentrating on keeping their doors open through the industry's current challenges, mentioning accreditation, surety bonds, competitive bidding, the oxygen cap and the 9.5 percent DME cut.

The country's economic malaise isn't helping, either, providers said, with consumers cutting back on discretionary spending. But some noted that won't always be the case, particularly when it comes to spending on health.

"People are willing to pay for their medical needs when they finally come to the realization that their insurance or the government will not," said one survey respondent. "It's all up from here."

Said another, "Our challenge will be meeting the needs of seniors, as the post-depression-era retirees age. Unlike their predecessors, these folks will be less likely to die just to save a dollar."

"Read the numbers," concluded yet a third. "HME retail can only grow. As Medicare restricts access, retail will grow. Our seniors will still need products to improve their quality of life. The only question is, who is going to pay? They will.

"Welcome to 'Cash Is King' retail store. How may I help you today?"

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Survey Fast Stats

• About four in five respondents (81%) are involved in retail sales. Among those who are not, 16% plan to add retail sales within the next year.

• Just over half of the respondents (52%) describe their physical location as freestanding buildings, with 16% are in a strip mall and 15% in an industrial/office park.

• At 30% each, Monday and Friday are respondents' busiest days for retail sales. 7% indicate Wednesday, and 6% each indicate Tuesday and Thursday.

• Respondents' busiest time of the day for retail sales is afternoon (46%), followed by morning (20%) and lunch-time (17%).

• Nearly one-third of respondents (31%) have expanded or remodeled an existing showroom within the past three years, while 15% added a new location with a retail showroom and 10% added a retail showroom to an existing location.

• A majority of respondents (55%) report that they do not employ dedicated showroom salespeople, while 38% do. However, over half (60%) give retail salespeople specific training.

• Only half of respondents (52%) indicate their business has a front window display.

• The largest percentage of respondents change showroom displays whenever new products come in (24%); 18% change displays quarterly and 15% change displays monthly.

• Four in 10 respondents (40%) allot showroom space based on product profitability, 30% do not and 30% are unsure or did not answer the question.

• The largest percentage of respondents (18%) indicates lift chairs generate the biggest percentage of their retail sales. Providers said ADLs and bath products have the most potential for growth.

• Nearly two-thirds of respondents (63%) have a specific area/display devoted to retail items.

• Two-thirds of the respondents (66%) find that their customers are willing to pay out-of-pocket for products they need.

• Nearly half of the respondents (45%) report increased revenue from walk-in retail customers.

• When tracking revenue, 48% of respondents separate retail sales from medical referral sales, while 43% do not.

• Of respondents whot track retail revenue, 52% track by product category, 20% by specific item and 7% by manufacturer.

• Respondents are likely to track different retail products using total sales volume (46%), profit margin (35%) and/or inventory turnover rate (32%).

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Are you involved in retail sales?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

If not, do you plan to add retail sales within the next year?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Does your business have a front window display?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Which of the following best describes your physical location?

Free-standing building	52.4%
Strip mall	16.3%
Industrial/office park	15.4%
In a medical office building/complex	9.6%
Other	5.4%
Don't have a brick-and-mortar location	0.9%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

For retail sales, what is your busiest day?

Monday	29.5%
Tuesday	6.3%
Wednesday	7.2%
Thursday	6.3%
Friday	29.5%
Saturday	3.9%
Sunday	0.6%
No Answer	16.7%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

For retail sales, what is your busiest time of the day?

Morning	20.2%
Lunchtime	16.9%
Afternoon	45.8%
Evening (5 pm to closing)	1.8%
No Answer	15.3%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Who do you see as your biggest competition for retail sales?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Do you employ dedicated showroom salespeople?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Do you give retail salespeople specific training?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

How often do you change your showroom displays?

Whenever we receive new products	23.5%
Weekly	1.5%
Twice a month	4.5%
Monthly	15.4%
Quarterly	17.5%
Every six months	9.6%
Yearly	3.3%
Never	15.1%
No Answer	9.6%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

What is your average annual inventory turn on retail items?

3 times per year or under	32.3%
4-5 times per year	28.6%
6-8 times per year	15.4%
9-10 times per year	3.3%
More than 10 times per year	8.1%
No Answer	12.3%

The mean annual inventory turn is 4.6.

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

What makes your retail sales program successful?

Nearly 200 providers shared their thoughts in responding to this question on HomeCare's survey. Here is a representative sample of their answers.

"Advertising"

"Competitive pricing"

"Convenient location and hours"

"Customer service, before and after the sale"

"Dedication and promotion"

"Engaged and educated employees"

"Experienced retail employees, knowledgeable about the products we carry and the desire to actually want to help the customers get what they are asking for"

"Great customer service, creative marketing, good location, word-of- mouth, large selection"

"Great displays, good selection and great customer service"

"Having items in stock"

"Knowledgeable staff, effective displays"

"Large showroom and a large selection of product"

"Location on a main street, advertising, and relationship with the local hospitals and referrals"

"Making it a goal to help customers with their needs"

"Marketing"

"Our showroom is a pleasant place to shop"

"Our word-of-mouth and full-page newspaper ads combined with an ex- cellent level of service and knowledge"

"Price and word-of-mouth"

"Selection"

"Visibility of products. Customers can try before they buy "

"We carry more medical retail items than the local Wal-Mart"

"We offer things no one else does in the area"

"Word-of-mouth referrals with unmatched customer service and follow-up"

"Work … work … work"

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Which of the following have you done within the past three years?

Expanded or remodeled an existing showroom	30.7%
Added a new location with a retail showroom	15.1%
Added a retail showroom to existing location	10.2%
Opened a location devoted exclusively to retail	6.6%
None of the above	44.3%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Do you allot showroom space based on product profitability?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Do you have a specific area/display devoted to retail items?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Do you advertise/promote your retail products?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Which of the following media do you use to advertise retail products?

Yellow pages	64.8%
Community/metropolitan newspapers	57.0%
Flyers	49.2%
Company Web site	47.7%
Senior publications	34.7%
Sponsorships/events	32.6%
Direct mail	28.0%
Radio	26.9%
Online	20.7%
Cable TV	17.1%
Company newsletters	15.0%
Network TV	10.9%
Outdoor/billboards	8.3%
Emarketing	4.1%
Telemarketing	1.6%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Which retail products offer the most potential for growth?

Aids to Daily Living (ADLs)	41.3%
Bath products	40.7%
Beds/support surfaces	15.1%
Comfort items	23.5%
Diabetes supplies	15.1%
Home modification	13.6%
Hot/cold products	7.5%
Incontinence products	21.7%
Lift chairs	34.6%
Manual wheelchairs	14.5%
Mobility products/walking aids	28.0%
Orthopedic softgoods/compression hosiery	22.3%
Oxygen products	17.5%
Patient lifts	10.2%
Portable/travel products	16.6%
Power wheelchairs	19.0%
Scooters	21.1%
Sleep products	32.5%
Stair lifts	13.6%
Transport wheelchairs	16.6%
Uniforms	5.1%
Upgrades/accessories	8.4%
Van conversion	2.1%
Vehicle lifts/ramps	15.4%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

When you track revenue, do you separate retail sales from medical referral sales?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Which of the following methods are used when tracking different retail products?

Total sales volume	46.4%
Profit margin	34.6%
Inventory turn rate	32.2%
Do not track retail products	22.3%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Do you track retail revenue by:

Product category	51.5%
Specific item	20.2%
Manufacturer	7.2%
Do not track retail revenue	31.0%

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

What percentage of your revenue is generated from each of these sources?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Do you find your customers are willing to pay out of pocket for products they need?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Over the past 12 months, how has revenue from walk-in retail customers changed?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

On a scale of 1 to 5, how important are retail sales to your company's growth?

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

About This Survey

Data were collected Feb. 20-March 9, 2009.

Of 332 HME companies participating, 77 percent are independent HMEs, with the remaining respondents indicating their companies are part of a national HME, a pharmacy with HME, a hospital-based HME or an Internet/mail order operation. Sixty percent said they operate one location. Thirty-three percent reported annual revenue under $1 million, while 11 percent said revenues are $10 million or more.

Not all respondents answered every question, and some totals may add to more than 100 percent due to multiple responses. Survey methodology conforms to accepted marketing research methods, practices and procedures.

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story

Recent Retail Surveys and Stories of Interest

2009 Retail Survey Questions

• Survey Fast Stats
• Are you involved in retail sales?
• If not, do you plan to add retail sales within the next year?
• Does your business have a front window display?
• Which of the following best describes your physical location?
• For retail sales, what is your busiest day?
• For retail sales, what is your busiest time of the day?
• Who do you see as your biggest competition for retail sales?
• Do you employ dedicated showroom salespeople?
• Do you give retail salespeople specific training?
• How often do you change your showroom displays?
• What is your average annual inventory turn on retail items?
• What makes your retail sales program successful?
• Which of the following have you done within the past three years?
• Do you allot showroom space based on product profitability?
• Do you have a specific area/display devoted to retail items?
• Do you advertise/promote your retail products?
• Which of the following media do you use to advertise retail products?
• Which retail products offer the most potential for growth?
• When you track revenue, do you separate retail sales from medical referral sales?
• Which of the following methods are used when tracking different retail products?
• Do you track retail revenue by:
• What percentage of your revenue is generated from each of these sources?
• Do you find your customers are willing to pay out of pocket for products they need?
• Over the past 12 months, how has revenue from walk-in retail customers changed?
• On a scale of 1 to 5, how important are retail sales to your company's growth?
• About This Survey
• Recent Retail Surveys

• Return to "2009 Retail Survey" story