CONTENTS
02
Table of Contents
03
Message from the Chairman of HKRMA
05
Message from Hon. Vincent Fang
Cover Story
08
Highlights of 2015 Annual Ball and Retail Awards Presentation Ceremony
Flagship Programmes
12
2015 Service & Courtesy Award - Award Presentation
17
Mystery Shopper Programme "2015 Service Retailers of the Year" - Award Presentation
21
Mystery Shopper Programme - 2015 Service Monitor Index for Retail Industry
24
2015 Hong Kong Awards for Industries: Customer Service - Award Presentation
SME Support
30
2015-16 SME Support Programme - Striving for Customer Service Excellence through Smart
Resource Re-engineering
Knowledge Sharing
33
Seminar on 2016 Hong Kong Retail Outlook
34
2016 Retail Conference - Success & Sustainability - Call for Registration
Industry News
36
Highlights of the Government's business facilitation work and business consultations relevant to
the retail sector
39
Report on Manpower Situation of the Hong Kong Retail Industry - Salary Trends for 2015
40
Professional Diploma in Retail Management (PDRM)
41
Charter on External Lighting - Call for Support
Members' Corner
44
New Members' Column
47
Policies & Legislation Column
47
List of HKRMA Functions
About Hong Kong Retail Management Association
香港零售管理協會
The Hong Kong Retail Management Association (HKRMA) was founded in 1983 by a group of visionary retailers with a long-
term mission to present a unified voice for Hong Kong’s retail industry. For 32 years the Association has played a vital role in
addressing the many issues affecting retailers and by promoting our retail industry through awards, education and training.
Today, the HKRMA is the major retail association in Hong Kong. Our members represent more than 7,800 retail outlets employing
over half of the local retail workforce. Members organizations cover various types of retail businesses ranging from beauty
products and cosmetics to catering and food, supermarkets, department stores, convenience stores, drug stores, watches and
jewellery, fashion and accessories, furniture and home accessories, electronic and electrical appliances, telecommunications,
retail (services), and specialty stores, as well as suppliers, wholesalers and industry related service organizations.
The HKRMA is one of the founding members of the Federation of Asia-Pacific Retailers Associations (FAPRA) established in 1989.
Currently, members of FAPRA cover 17 countries/regions in the Asia Pacific with each being represented by the key retail association.
香港零售管理協會於
1983
年由一班高瞻遠矚的零售商共同創辦，他們肩負著任重道遠的使命，代表香港零售業發表一致意見。協
會成立
32
年來，處理眾多對零售商有切身影響的事宜，亦透過獎項、教育及培訓推廣零售業。現至今日，協會已成為香港主要的
零售協會，會員公司的零售店舖逾
7,800
間，會員公司的僱員數目佔本港總零售僱員逾半。
協會的會員公司網羅各種類型的零售業務，涵蓋美容及化粧品、餐飲、超級市場、百貨公司、便利店、藥房、鐘錶及珠寶、時裝
飾物、家具及居室用品、電子及電器用品、電訊、零售（服務）、專門店，以及供應商、批發商，以及與業界相關的服務機構。
香港零售管理協會是亞太零售商協會聯盟（
FAPRA
）的創會會員之一。該聯盟於
1989
年成立，目前其會員遍及
17
個亞太區國家／
地區，每個會員均由主要零售協會擔任代表。
‘
RETAILERS
’
is
a quarterly newsletter of the
Hong Kong Retail Management
Association.Complimentary
copies are distributed to all
HKRMA members, members of
the Federation of Asia-Pacific
Retailers Associations (FAPRA -
encompassing 17 Asian Pacific
economies), key Government
officials and departments, related
organizations as well as local and
overseas business contacts.
Subscriptions
HKRMA Members: Complimentary
Non-Members: HK$50.00 per copy
Advertising in
‘
RETAILERS
’
Please contact the Association at
(852) 2866-8311.
Copyright
No part of this newsletter can
be reproduced without the
prior written permission of the
Hong Kong Retail Management
Association.
7/F., First Commericial Building,
33-35 Leighton Road, Causeway Bay,
Hong Kong
Tel : (852) 2866-8311
Fax : (852) 2866-8380
Website:
EDITORIAL
BOARD
Editor
Ms. Ruth Yu
Executive Director - HKRMA
Assistant Editors
Ms. Katherine Yu
Communications & Public Relations
Manager - HKRMA
Ms. Column Chu
Manager, Research - HKRMA
Contributors
Mr. Thomson Cheng
Chairman - HKRMA
Hon. Vincent Fang, SBS, JP
Legislative Councillor (Functional
Constituency Representative for
Wholesale & Retail)
By the time you are reading this, we will have already slipped into 2016. May I
take this opportunity to wish all of you a year of success and happiness!
There are always new challenges and opportunities every year and it is undeniably
true that 2015 was a tough year for the retail industry. According to the
latest sales figures released by the government, the value of total retail sales
in November 2015 dropped by 7.8%, which is the largest single month drop
within the year. Taking into account the sales value of the first eleven months,
a 3.1% decrease was recorded when compared to the same period in 2014.
While retailers were bracing for a business downturn in the market, a number
of unfavorable factors further dragged down our competitiveness throughout
the year.
The strong Hong Kong dollar has affected our appeal to tourists as many of them
prefer other nearby destinations, such as Japan and Korea, where the exchange
rates are more attractive. We have also been impacted by a change of spending
patterns and fewer Mainland visitors, which has particularly hurt retailers who
rely on tourist spending.
After observing the business performance of the previous quarter and Christmas
sales, we are now revising our forecast and speculating that a 3% fall in the sales
value for 2015 as a whole will be recorded.
Stepping into 2016, another challenging year is expected. It is very likely that
retail sales will again decline by single digits this year as the above challenges are
still facing us. In addition, many retailers are facing high rents and high operating
costs. Nevertheless, while the challenges are there, so are the opportunities.
We believe that Hong Kong’s retail industry will be in a transitional phase in the
year ahead.
Meanwhile, there will be conspicuous differences in the performances of the
retail sectors related to domestic consumption and tourism. Stable domestic
consumption is expected in 2016 under the low unemployment rate, as well as
inflating economy and positive GDP forecast.
As for the tourism-related retail sec tor, the recent depreciation of the
RMB, the volatility of the stock market, the slowdown of the economy and
competition from nearby regions will weaken the inflow and spending power
of Mainland visitors, and ultimately sales performance, in particular in the
luxury segment.
今期季刊出版之時，已經踏入
2016
年，謹此
祝大家新一年生意興隆，事事如意！
新的一年總會帶來新的考驗和機遇，對零售
業而言，
2015
年無疑是充滿挑戰的一年。根
據政府最新公布的統計數據，
2015
年
11
月的
零售業總銷貨價值下跌
7.8%
，為年內最大的
單月跌幅。綜觀
2015
年首
11
個月的銷貨價
值，則較
2014
年同期下跌
3.1%
。當零售商奮
力對抗低迷市況之際，去年出現多項不利因
素，進一步削弱零售業的競爭力。
首先，港元升值降低香港對旅客的吸引力，
令他們選擇日本和韓國等匯率較吸引的鄰近
地區，而內地旅客數目下降，消費模式改
變，更令零售業雪上加霜，主要倚賴旅客消
費的零售商更是首當其衝。
考慮到上一季及聖誕節減價期間的銷售業績
後，協會現修訂
2015
年的全年預測，預計全
年總銷貨價值會下跌
3%
。
2016
年相信也是充滿挑戰的一年。除了上述
因素，零售業繼續面對龐大租金壓力及高營
運成本，因此預計零售銷售表現極有可能維
持單位數的跌幅。儘管前路障礙重重，但也
不乏機遇，相信香港零售商將在新一年重新
部署。
此外，與本地消費及旅遊業相關的零售類
別，其銷售表現將會有顯著分別。在失業率
偏低、通脹及本地生產總值正增長的環境
下，預料
2016
年的本地消費將保持平穩。
由於近日人民幣貶值、股市波動、經濟放緩
及鄰近地區的競爭，令內地旅客數目及消費
力下降，最終削弱零售業銷售表現，尤其與
旅遊業相關的零售類別，奢侈品市場所受的
影響更為明顯。
3
Message from the Chairman of HKRMA
香港零售管理協會主席之話
Mr. Thomson Cheng
鄭偉雄先生
