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The Honolulu Advertiser
Posted on: Saturday, September 2, 2006

Just browsing at the mall? That's what you think

By Mindy Fetterman and Jayne O'donnell
USA Today

Shoppers leave a Macy's store in King of Prussia, Pa. At one Macy's department store, salespeople stand about 10 feet inside the entrance, ready to spritz visitors with perfume to put them in the mood.

ADVERTISER LIBRARY PHOTO | May 2006

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As you step in the door of a retail store — whether it sells Gucci handbags, jeans for teens or hardware — you're being lured to shop and spend in ways so subtle you probably don't know what's happening to you.

Or your wallet.

Retailers know how you'll approach a store, where you'll hesitate, how to affect your mood, how to pique your desires, how to play to your aspirations. Everything in a store, from lighting to floor color to music to how goods are displayed, is meant in some way to get you to not just shop, but spend.

"It's like a Broadway musical," says Deborah Mitchell, a marketing expert at the University of Wisconsin. "Nothing was put into that musical that wasn't thought through. It's the same in a highly orchestrated retail environment."

At a Sony Style store, for instance, the subtle fragrance of vanilla and mandarin orange — designed exclusively for Sony — wafts down on shoppers, relaxing them and helping them believe that this is a very nice place to be.

Everything in the store is designed to encourage touch, from the silk wallpaper to the smooth maple wood cabinets to the etched-glass countertops. Products are displayed like museum pieces and set up for you to touch and try.

Once you touch something, Sony figures, you'll buy it.

At a new Home Depot in the Atlanta suburb of Buckhead, the entranceway lures shoppers in with an open floor plan so they get a better "vista" of the store.

Floor-to-ceiling racks of goods, long the signature of the warehouse store, are farther back. Lower displays of expensive goods — riding lawn mowers, upscale porch furniture and a home design center for redecorating kitchen, bath and flooring — are clustered so they're visible from the front door.

At a J.C. Penney's, a "decompression area" at the front of the store lets shoppers get acclimated and calm down from the noise in the mall or on the street. Three dressed mannequins offer a taste of the season's hot trends and set up a line of sight to the shopping ahead.

All are ways to engage you in the store and draw you in.

Music has been used by retailers for decades as a way to identify their stores and affect a shopper's mood, to make you feel happy, nostalgic or relaxed so you linger. Think of '50s cocktail bar music in a Pottery Barn.

But retailers are becoming more sophisticated in how they use music. J.C. Penney has just finished installing a new system for its stores that allows certain music to be played at certain times of the day. It can "zone" music by demographics, playing more Latin music in stores where there's a higher Hispanic population — all controlled by headquarters in Plano, Texas.

"Most people know they are being influenced subliminally when they shop," says Bernadette Schleis, whose company studies consumer behavior. "They just may not realize how much."