Appliance Retailer November 2018 by The Intermedia Group

APPLIANCE

NOW IN ITS 22ND YEAR

RETAILER

THE BUSINESS MAGAZINE FOR THE CONSUMER ELECTRONICS INDUSTRY

/// NOVEMBER 2018

Nov Nov SEP SEP

REFRIGERATION

BRAND RECOGNITION A POINTER TO PURCHASE

WINE CABINETS GROWING OPPORTUNITIES FOR WINE CONNOISSEURS

HOME CAFÃ&#x2030; LOVE FOR CAFFEINE GROWS STRONGER

MICROWAVE LACK OF NEW TECHNOLOGY SUBDUES GROWTH

The (R)evolution of Warranty

Domestic & General Providing specialist warranty and insurance services Founded in the Australian outback in 1912, Domestic & General (D&G) has built deep expertise in the niche market of domestic appliance warranty. For the last 10 years weâ&#x20AC;&#x2122;ve been operating as a fully licensed and regulated insurer in Australia, dedicated 100% to warranty â&#x20AC;&#x201C; and being the very best in the game.

SEP

This aspirational attitude underpins our drive for innovation and saw D&G’s focus shift to turning customers into subcribers in the UK and European markets through an insurance-based, monthly paid warranty program, offering a host of improved features and benefits. This move to subscription-based insurance proved highly successful for our retailing and manufacturing partners (as well as the consumer) and we’ve now packaged up our monthly-pay proposition for our local market. Our message is simple: You can and should expect more from warranty. D&G’s difference is not just about innovative and customer-centric solutions, it’s about a model underpinned by our commitment to do everything

Nov

expected of us - exceptionally well. So well, our customers have no reason to leave, despite being free to do so at any time, thanks to our no lock-in product construct. Illustrated below are D&G’s insurance aspirations, some of which we have already in place. For example we operate our own Melbourne-based call centre to maximise control of the customer experience. We also provide unrivalled benefits and returns for customers and retail partners respectively. Other D&G goals, like never declining a claim, form part of our relentless pursuit to deliver the best possible outcome for everyone. Read on at page 13 to see how D&G plans to shake up the warranty market in Australia.

SEP

Turning warranty customers into

subscribers

AUD XX

AUD XXX

Compliance Angel

domesticandgeneral.com.au

AR EDITORʼS NOTE Appliance Retailer is published by The Intermedia Group Pty Ltd ABN 940 025 836 82 41 Bridge Road, Glebe NSW 2037 Australia P 02 9660 2113 | F 02 9660 4419 E appliance@intermedia.com.au W www.intermedia.com.au ISSN: 1328-1852 Managing Director Simon Grover Editorial Director James Wells james@intermedia.com.au Deputy Editor Emily Bencic ebencic@intermedia.com.au Features Editor Kymberly Martin kymberly@intermedia.com.au General Manager – Sales Rod Riley rod@intermedia.com.au Art Director Alyssa Coundouris Prepress Tony Willson Production Manager Jacqui Cooper jacqui@intermedia.com.au Head of Circulation Chris Blacklock Subscriptions Ph 1800 651 422

Average Net Distribution Per Issue: 5,435 AMAA/CAB Yearly Audit Period ending 31st March 2018.

RISE to the

CHALLENGE

etail is not for the faint hearted. We recently watched US department store, Sears file for bankruptcy with 188 unprofitable stores to close before year end – more than 30% of its total store network. One major retail consulting business has said a failure to understand retail and evolve was to blame. It became too diversified in the 1980s and the management team struggled to execute an appropriate strategy to keep it engaging, according to GlobalData Retail managing director, Neil Saunders. “The business lost the deftness that had once made it the world’s largest and most innovative retailer.” Back in Australia, increasing competition, political instability, a declining property market and subdued consumer confidence, are just some of the factors contributing to a challenging market. For Kogan.com, (and possibly other online retailers) the recent changes to the GST laws have dragged down margin and sales from its global brands portfolio during the first quarter of the new financial year. Just as any other year, 2018 has brought its highs and lows but we have seen an effort by some retailers to overcome challenges, whether it was in the form of a total store makeover, partnerships with like-minded businesses, review of leadership or diversification of product offering.

In this issue, we take a look at the Harvey Norman Auburn flagship store – which claims to be the best retail store in the world – and offer an exclusive insight into the success of the Millenia Walk flagship in Singapore. Also in this issue, Bi-Rite Home Appliances, which is celebrating 20 years in business, is going back to basics with sales training and customer satisfaction the key focus areas moving forward. As we approach the most critical sales period of the year and firm up plans for 2019, it is all well and good to have a beautiful store and great products, but is your customer also wowed by your impeccable service? In an industry so dependent on the state of the economy, where consumers are being fed doom and gloom by the media, retailers can be the boost of confidence and reassurance they need. I would also like to take this opportunity to thank you, our readers, for your continued support. We wish you a happy and safe holiday season and look forward to a prosperous 2019.

Deputy Editor Emily Bencic

MEET THE APPLIANCE RETAILER TEAM

James Wells

Emily Bencic

www.facebook.com/applianceretailer 4

Appliance Retailer November 2018

Kymberly Martin

Rod Riley

www.linkedin.com/company/appliance-retailer

Alyssa Coundouris twitter.com/Applianceretail

APPLIANCE

NOW IN ITS 22ND YEAR

Nov

RETAILER

THE BUSINESS MAGAZINE FOR THE CONSUMER ELECTRONICS INDUSTRY

/// NOVEMBER 2018

SEP

Turning warranty customers into

subscribers

REFRIGERATION

BRAND RECOGNITION A POINTER TO PURCHASE

WINE CABINETS GROWING OPPORTUNITIES FOR WINE CONNOISSEURS

HOME CAFÉ LOVE FOR CAFFEINE GROWS STRONGER

MICROWAVE LACK OF NEW TECHNOLOGY SUBDUES GROWTH

The (R)evolution of Warranty

DOMESTIC AND GENERAL’S WARRANTY REVOLUTION For over a decade, D&G’s payby-the-month warranty products have been delivering better outcomes for leading retailers across the UK and Europe, as well as their customers. Meanwhile in Australasia, the role of warranty products in retail has been very much in the spotlight, yet as the local market has consolidated, the products themselves have become less and less differentiated. Some innovation is long overdue. To complement its second-to-none service proposition, D&G Australia and New Zealand is launching an insurance-based warranty product that makes compliant selling easy, is jam-packed with customer benefits and delivers retailer outcomes traditional extended warranty simply cannot match.

VOLUME 24 / ISSUE #9

IN THIS ISSUE

04 06

Editorial

Rise to the challenge

News

e&s welcomes new general manager; Smeg rolls out Dolce Stil Novo displays; Leading Edge Group undertakes restructure; Steinhoff Asia Pacific rebrands

Bi-Rite Home Appliances National Conference

A celebration of 20 years in business

Samsung on the future of home appliances

Functionality and connectivity

Harvey Norman Flagships

A look inside Harvey Norman Auburn and Millenia Walk

Hisense – National Retail Training Manager

Tips on closing the deal

Home Café Feature

Demand for high-quality coffee drives healthy growth

Refrigeration Feature

French Door and bottom mount models the star performers

54 62 68

Wine Cabinets Feature

Education on preservation

Microwaves Feature

Multi-functionality remains key

What’s Hot

Crossray BBQ, ILVE Cooktop, Samsung The Frame, and more www.applianceretailer.com.au

AR NEWS

e&s welcomes former Winnings buyer, Sam Zalin Winning Appliances head of buying, Sam Zalin has made the decision to leave the business after five years. He will join e&s as general manager from early December, following the promotion of Greg Lake to executive director in April this year. Commenting on his departure, Winning Group CEO, John Winning said, “We want to thank him for his contributions and efforts and wish him the best of luck in his new role. As his friend, we are extremely happy for what is a big next step in his career. There is no current plan to replace this role.” e&s joint managing director, Rob Sinclair welcomed Sam to the family business. “We certainly wanted to take a careful and considered approach in finding the next general manager. Such a senior appointment in a unique family business required time and patience,” he said.

“Sam ticks all the boxes for the e&s business and is a proven performer in marketing and a buyer both locally and abroad and was ready to progress his career in a more senior role. “This is a very important time in our family business as we continue to invest heavily in growing e&s. With a new operating system now implemented, a new 2,000 square metre head office facility adjoining our distribution centre in late November this year and the opening of our ninth store in Preston in December, there has never been a more exciting time at e&s. “Sam’s appointment strengthens what is already one of the most experienced teams in the industry, enabling us to continue to provide suppliers with a reliable business partner delivering consistent growth. “My brother Mike and I would like to thank Greg for his service to date

e&s general manager, Sam Zalin

as general manager and his continued support as executive director. Greg has overseen an incredible period of growth at e&s, from three to nine stores and 30 to 270 people. Greg remains at e&s to further guide growth and implement new business opportunities,” he said.

KITCHENAID ASIA PACIFIC GM ANNOUNCES DEPARTURE KitchenAid Asia Pacific general manager and managing director, Kay Oswald has made the decision to depart the company after three years at the helm of the APAC region and five years with KitchenAid, to return to his homeland. Under Oswald’s leadership, KitchenAid has been named the number one mixer brand in the world and the leader in food preparation in Australia. In 2019, the company celebrates its 100 year anniversary since the very first mixer was introduced. This announcement follows a recent restructure of the local operations that saw a realignment of national account managers, the introduction of field sales representatives and a new marketing team. Commenting on his departure, Oswald said, “From building the blender business in its infancy to leading an agile and fast-paced region of Asia Pacific, I am proud of what KitchenAid has accomplished. I am most proud of our progress in ethnic diversity and gender parity, moving us toward the values-based organisation we aspire to be and which, amongst others, has helped us to reach market leadership in Australia. 6

Appliance Retailer November 2018

ˮI AM MOST PROUD OF OUR

PROGRESS IN ETHNIC DIVERSITY AND GENDER PARITY, MOVING

US TOWARD THE VALUES-BASED

ORGANISATION WE ASPIRE TO BE AND WHICH, AMONGST OTHERS,

HAS HELPED US TO REACH MARKET LEADERSHIP IN AUSTRALIA.ˮ

Outgoing KitchenAid APAC general manager, Kay Oswald

“I would like to thank the KitchenAid team and our valued trade partners. It has been a privilege working for KitchenAid, a company which is always on the front foot when it comes to innovation and adapting global best practices. I am confident that the right talent is in the right roles and I am

leaving the business in a strong position for continued success.” KitchenAid Australia commercial director, Richard Thom has been promoted to managing director of the Australian and New Zealand operations. He brings 10 years of experience, having worked across the sales organisation within KitchenAid. “Richard’s promotion to managing director of Australia and New Zealand is the final step in creating fully autonomous market operations in all our key geographies and will allow a more dedicated go-to-market approach in the future,” Oswald said.

SMEG ROLLS OUT LUXURY DOLCE STIL NOVO DISPLAYS Smeg has unveiled the first of its Dolce Stil Novo displays at Winning Appliances Redfern, NSW. Additional displays will be rolled out nationally throughout the remainder of 2018. Bespoke joinery, lighting and flooring are paired with a premium mix of finishes that includes Nanotech Fenix cabinetry in super matte plus Aurora marble from one of Australia’s premier quarries. Designed by leading kitchen design firm, Minosa, the concept for the displays is a perfect fit with the premium Dolce Stil Novo collection designed by Italian architect, Guido Canali. Smeg Australia national marketing manager, Olivia Anderson commented, “Smeg is extremely proud of the DSN display, it reflects the premium quality of our latest collection and will enhance the shopping experience.” The Dolce Stil Novo collection – Smeg’s finest and most advanced collection to date, which was on display at this year’s EuroCucina, includes steam assisted pyrolytic ovens, combi-

Smeg national sales manager – retail, Wayne Campbell; national marketing manager, Olivia Anderson and NSW/ACT state sales manager – retail, Steve Nesbitt

steam ovens, speed ovens, gas blade flame on black glass cooktops, gas on glass cooktops, induction cooktops, wine cellars, blast chillers, as well as a vacuum drawer and coffee machine.

There are also storage drawers with the ability to have inserted accessories such as chef’s compartments, sommelier drawers and spice drawers, sold as accessories.

Electrolux appoints new head for Home Care and Small Domestic Appliances Electrolux New Zealand general manager of Home Care and Small Domestic Appliances (SDA), Alan Dalton, will now also oversee the Home Care and SDA categories in Australia. Dalton joined Electrolux in 2004 as business development manager (BDM) for major appliances. One year later, he was appointed general manager for SDA in New Zealand. In an exclusive interview with Appliance Retailer, Dalton said the floorcare category is his first priority, with more to come from SDA in the near future. “Our floorcare business will be my main focus. It is a very different market in comparison to New Zealand. Cordless stick vacuums are the fastest growing category in floorcare in Australia and New Zealand, but the New Zealand market is still predominantly canister vacuum cleaners (currently) as homes tend to have more carpet.”

The Electrolux Pure F9 cordless vacuum made its debut in Europe in September, and Dalton has confirmed plans for a Q1 2019 launch in Australia with pricing to be confirmed. “It is a fantastic product that can be used to clean a whole house on just one charge and on all floor coverings,” he said. Product aside, Dalton will review the business’ approach to customer care and after sales support and bring in a new model that has been successful in other markets. He said he will also commit more time to store visits to meet with trade partners. “We are open for business. We have had a bumpy ride but we have innovation in the pipeline. We are looking for partners who want to work with us as we invest back into floorcare and SDA,” he said. “I am not coming over to replicate what we have done in New Zealand. I respect that the Australian market is completely different and I want to do

things differently. Shopping behaviour has changed over the years and continues to evolve. “I look forward to working with our business partners to grow the Electrolux brand both in-store and online.”

Electrolux Australia and New Zealand general manager of home care and small domestic appliances, Alan Dalton

www.applianceretailer.com.au

AR NEWS

Leading Edge Group undertakes management team restructure “FIRST AND FOREMOST, WE NEEDED TO BREAK DOWN THE SILOS THAT WE HAD WITHIN THE BUSINESS TO ENABLE OUR CATEGORY TEAM TO FOCUS ON THEIR CORE BUYING GROUP RESPONSIBILITY AND BRING IN EXPERTS TO DELIVER THESE ADDITIONAL SERVICES.”

Leading Edge Group CEO, Struan Abernethy

Leading Edge Group has undertaken changes to its operating model in response to the changing retail market, following an extensive 18 month review. As a result, a wider range of support will be provided to members and supply partners to compete against other bricks-and-mortar stores and online retailers, deliver an effective digital strategy, better respond to margin pressures and drive in-store foot traffic. Leading Edge Group CEO, Struan Abernethy commented, “The new model will enhance the current buying group

function through improvements to the way we work and introducing additional services in marketing, retail operations, training and human resources. “First and foremost, we needed to break down the silos that we had within the business to enable our category team to focus on their core buying group responsibility and bring in experts to deliver these additional services.” A new retail services team has been appointed, responsible for marketing, customer service, member recruitment and operations. This was formerly managed by the category team, who are

now solely responsible for developing buying relationships between members and supply partners. Field relationship managers, a customer service team and conferences and events teams, along with an enhanced marketing, retail operations and human resource teams, have also been welcomed. These changes were announced at the recent annual Leading Edge Electronics and Leading Appliances conference tradeshow in Melbourne. The three day event provided members with insights on how to keep pace with consumer trends and product demands with keynote addresses from individuals such as Martin Grunstein and HR and digital marketing presentations. The gala awards ceremony recognised and honoured the individuals, businesses and vendors who had demonstrated a strong customer service focus, a passion for business, with a strong commitment to the Group during the past 12 months.

JB HI-FI NEW ZEALAND BRINGS IN NEW MANAGING DIRECTOR JB Hi-Fi has appointed former Appliance Shed owner and general manager, Cherie Kerrison to the role of managing director for New Zealand. JB Hi-Fi Group CEO, Richard Murray said, “Cherie is an experienced and well respected retailer in New Zealand. She has strong supplier relationships, a deep understanding of the New Zealand retail market, and a proven track record in building successful teams. “Cherie will bring a wealth of strategic and operational experience to our business along with a proven track record in the New Zealand retail market.” 8

Appliance Retailer November 2018

JB Hi-Fi New Zealand general manager of buying, Rod Korff will return to the Australian support office in late December to take up a position in the merchandising team, after three years in New Zealand. “Rod has overseen a number of changes in our NZ business including the rebranding of four JB Hi-Fi home stores, the launch of the NZ website in 2017 and growth in online sales,” Murray said. “We continue to see encouraging signs through the repositioning of the JB Hi-Fi business in New Zealand and I thank Rod for his significant contribution.”

JB Hi-Fi New Zealand managing director, Cherie Kerrison

GODFREYS OPENS DOORS TO NEW ADELAIDE STORE Godfreys’ 100-year old co-founder and now owner, John Johnston, has officially opened a new store in Adelaide just metres from where the first Godfreys outlet in South Australia was opened in 1939. Johnston was joined by Godfreys CEO, John Hardy, who said the new store in the Adelaide Arcade off the Rundle Mall, was part of a nation-wide revitalisation of Godfreys. “Since Johnston acquired Godfreys and it delisted it from the Australian Securities Exchange (ASX), we have been reviewing the business and developing a long-term plan for the future,” he said. “This has included the revitalisation of some outlets, the relocation of others, identifying opportunities for new stores to be opened, introducing new products and significantly boosting advertising. “The Adelaide Arcade location offers a great opportunity for us to

Godfreys owner, John Johnston opening the Adelaide Arcade store

have an outlet in the heart of Adelaide. It also has special significance given that it’s in the same arcade and just metres from the first store opened in Adelaide in 1939. “Before its purchase, Godfreys had suffered a number of poor trading

months. However, it’s now back in profit and we are confident the business has a great long-term future.” A number of new products will be introduced in coming weeks, including a new robotic window cleaner and next generation robotic floor vacuum cleaner.

Steinhoff Asia Pacific rebrands itself as Greenlit Brands Steinhoff Asia Pacific, parent company of Freedom, Fantastic Furniture, Snooze, Plush, OMF, Best & Less, Harris Scarfe and Postie, has taken on the new name Greenlit Brands and secured a multi-year financing package. The Greenlit Brands name and logo were developed from within the group and selected following a group-wide voting process. Greenlit Brands group CEO, Michael Ford said, “The Greenlit Brands identity is contemporary and vibrant. It encapsulates the fact that we are a broad group covering a variety of segments across both household goods and general merchandise, both in retail and non-retail operations. “We have great brands which all originate in Australasia, that are loved by Australian and New Zealand consumers. Our retail brands cover the good, better and best spectrum in the household and general merchandise sectors. We also have our own manufacturing, logistics and supply chain operations which provide support

to our retail brands. We look forward to building on this portfolio for our customers under the Greenlit Brands corporate identity.” Greenlit Brands has also secured a new financing package with a syndicate of three Australian-based banks comprising ANZ, NAB and Deutsche Bank. The package includes a senior facility of $256 million through to October 2020. The refinancing package underlines that Greenlit Brands operates independently from its parent group,

Greenlit Brands Group CEO, Michael Ford

Steinhoff International, in terms of its working capital requirements and debt funding needs. Greenlit Brands’ CFO, Michael Gordon said, “Putting in place longer term funding arrangements for Greenlit Brands is a major step forward for our group. We are pleased to have secured the longer term for our bank facilities with our local banking partners, which has been struck on normal commercial terms and interest rates. “This important initiative provides our 10,000 employees, our suppliers and our business partners across all of our respective brands with certainty about the group and is indicative of the strength and independence of our group in Australasia.” Greenlit Brands will continue to be a wholly-owned subsidiary of Steinhoff International. No decision has been made concerning the separation from ownership by Steinhoff International and the group will continue to carefully and methodically consider the various options in due course. www.applianceretailer.com.au

AR NEWS

MIDEA DEBUTS APPLIANCES AT HOME SHOW The recent Sydney Home show was a real success story for Midea Home Appliances. At the show, the brand presented to approximately 25,000 visitors, many who had not seen the brand before, sales director, Mark Rains told Appliance Retailer, at the event. “We had genuine interest on several of our new products and show visitors spent long periods on our stand. The most popular product was our new mini dishwasher that appealed to a wide range of consumers such as downsizing empty nesters, younger renters, singles, students, caravan owners and alfresco devotees. The appliance also got plenty of coverage on Facebook.” Also getting attention was the updated Double Drawer dishwasher with an improved design featuring stainless steel drawers and spray arms. Other new products on show were the Edge oven series, Speed Edge model with MicrowavePlus a two in one space saving appliance, a freestanding induction

LEFT: L to R – Midea national sales manager, Vince Madaffari, senior marketing specialist, Katrin Hilberath and sales director, Mark Rains BELOW: The Midea stand at the Sydney Home Show

cooker and the first entrants in small domestic appliances, portable induction cooker plates and rice cookers. “The consistent feedback we received over the three days of the show was that consumers see the new Midea products as a premium design at exceptional value for money,” Rains said. The Home Show was held at the International Convention Centre Sydney in October.

Ted's Cameras transforms its flagship Sydney store Ted’s Cameras has transformed its Sydney Pitt Street retail space, partnering with Canon, Nikon, Sony, Panasonic, Fuji and Olympus, to create Ted’s World of Imaging – a hub for learning, education and collaboration, with a calendar of events, workshops, one-on-ones and immersive experiences. The concept store, which measures 800 square metres, is the

Ted’s World of Imaging in Sydney

Appliance Retailer November 2018

largest photography store in Sydney and the largest store in the Ted’s Cameras network. It brings together a retail experience centre, gallery, workshop space, education centre and photography studio. Each brand has its own space within the flagship store and its own photography experts on hand to offer advice and assistance on purchasing product.

Ted's Cameras CEO, Nic Peasley said the business was yet again changing the face of camera retail. “After almost 50 years of being at the forefront of this industry, Ted’s is staying young by rejuvenating its operations and changing what it means to be a photographic retailer. “We are going to deliver an entirely new way of experiencing photography, where anyone interested in the image in all its forms can visit us and be inspired to learn and create. This is the biggest investment ever made in one store by an Australian photo retailer. “Digital cameras and accessories are products that many customers still want to touch and try before they buy. Our new centre will assist these customers – whether professional, student or beginner – on their product purchase journey and help to nurture a life-long relationship with photography.” Ted’s World of Imaging has partnered with the Australian Centre for Photography (ACP). The ACP has developed a series of workshops that will be presented in the Education Centre at Ted’s World of Imaging.

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Find out more at OLED.hisense.com.au

AR NEWS

BSR Conference award winners

BETTA STORES HOSTS LARGEST CONFERENCE EVER This year, Betta Stores Retail (BSR) took its national conference to Colombo, Sri Lanka. With over 250 delegates, it was the largest conference on record for the group. BSR chief marketing officer, Adrian Mitchell told Appliance Retailer, “The event was a wonderful opportunity to take time away from

our businesses and reflect on the journey we have embarked on to get to this point. Whilst also keeping a keen eye on what we need to achieve in order to remain ‘fit for the future’ – the theme of our conference.” There were presentations from the BSR senior management, as well as advice from guest speakers including

Darren Palmer, Lisa Curry and Mark Latham. Local Sri Lankan icons, Dananjaya Hettiarachchi, 2014 World Toast Master Champion and Merille Fernando, founder of Dilmah Tea. The awards dinner celebrated the success of the past 12 months and recognised members for their efforts over the year.

Catch Group reveals plans for an additional warehouse Catch Group has secured a new 22,000 square metre warehouse located near its current facilities in Truganina, Melbourne. It is expected to be fully operational in January 2019. The warehouse brings an additional 27,000 sqm to Catch Group’s existing 26,000 sqm operations and will accommodate the company’s projected growth for the next five years. It will feature the KNAPP multishuttle robotic system, an automated storage system that plays a central role in an intralogistics system, efficiently storing a large proportion of stock in minimal space. The 84-shuttle, state-ofthe-art system, will provide Catch with much greater capacity and throughput to fulfil customer orders. Catch Group CEO and managing director, Nati Harpaz said, “We have 12

Appliance Retailer November 2018

The new Catch Group warehouse in Melbourne

been experiencing significant growth over the last two years, as we continue to expand our product offering and grow our marketplace platform. This announcement is a direct result of the increasing demand for our services, providing our highly engaged customer base great value on quality brands.

“Furthermore, the new warehouse will allow us to continue to expand the range of products we offer, as well as widen several categories such as pantry and fast-moving consumer goods. The Catch customer expects us to tick all the boxes – great prices, well known brands as well as fast delivery and with this warehouse we will continue to meet our customer needs for the next few years.” Catch currently offers approximately 35,000 SKUs from its own stock stored in its warehouse and ships more than 10,000 parcels a day at peak times. In addition, the website already offers in excess of 1.9 million SKUs via the marketplace and over 1.2 million active customers.

ADVERTORIAL AR

THE (R)EVOLUTION OF WARRANTY

Domestic & General’s managing director, Milo Parkin (right) and national sales manager, James McBride.

t Domestic & General (D&G) we’ve been talking about monthly paid extended warranties for years. It’s a new concept for Australasia but well proven in the UK and European markets. Some may consider ‘monthly paid’ a gimmick, designed to capitalise on the notion consumers may sign up for a service, only to then forget about it, whilst the insurer sits back and banks more and more premiums. Nothing could be further from the truth, with closer inspection revealing a product packed with value for consumers and retailers (or indeed manufacturers) alike. A product perhaps even the regulator can warm to…

CHANGING THE WAY THE INDUSTRY THINKS ABOUT WARRANTY

Extended Warranty is a much-maligned product, yet an essential ancillary revenue stream for retailers and a means by which many consumers gain peace of mind. Just because consumer rights to remediation survive the express manufacturer’s guarantee, it doesn’t mean getting remediation is always easy, or possible. But what if warranty products were no longer limited to breakdown and scrutiny around potential overlaps with ACL? What if warranty was jam-packed with additional features your customers

need – features above consumer rights at law, such as accidental damage and theft? As non-insurance products become increasingly treated like insurance, D&G has developed new ways to offer insurance at the point of sale that enhances the retailer’s ability to sell compliantly and adds great incremental value to retailers and their customers.

Consider the impact on attachment if having done a brilliant job upselling a customer from a $599 fridge to the $749 model, your salesperson could offer additional protection for $4.99 a month, instead of a further $110 up front. This simple alternative not only upgrades the warranty proposition significantly, it also addresses the issue of price sensitivity, and will likely result in your warranty sales increasing by more than 20%.

SUBSCRIPTION-BASED CUSTOMERS ARE A PRIVILEGE, NOT A RIGHT

Spotify and Netflix’s success isn’t just because of their subscription models, that is simply the best way to commercialise their propositions. These businesses succeed because their propositions are highly valued by their target audience, (and either completely missed, or ignored, by their competitors).

This is the basis upon which businesses earn the privilege of billing monthly. Service companies must also be brave enough to let their customers go. At D&G, we empower customers with no-lock-in contracts, enabling them to make a conscious decision to keep their policies active (or otherwise). By forcing ourselves to provide excellent service at our moments of truth, D&G in effect regulates its own actions. Bad customer experiences lead to attrition, whereas great experiences mean longer, mutually beneficial relationships, and hence provide more for our retailer partners: More direct revenue from commissions, more product replacement revenue (due to higher claims frequencies) and stronger perceptions of brand value.

SO HOW DOES D&G GUARANTEE SERVICE EXCELLENCE?

Contrary to some of the industry horror stories of systemic issues around declining claims, at D&G we regularly measure our claims acceptance rate (currently 99.6%), to ensure we’re treating customers fairly. We also survey customers whose appliances we repair, and whilst we’re very proud of our +49 NPS score, we’re always striving to do better. In April this year we brought our call centre in-house. Even though this wasn’t the easiest of tasks, we knew it was necessary to own the most critical part of our service function.

DOES YOUR CURRENT WARRANTY PROVIDER PASS THE TEST?

Challenge yourself to answer two critical questions about your warranty program: 1. Are you maximising your business returns? 2. Are your customers getting genuine value for money? If you can’t confidently answer ‘Yes’ to both, now may be the perfect time to reevaluate your options and ensure your warranty offering is doing the best by both you and your customer. AR www.applianceretailer.com.au

AR NEWS

Fujitsu General rolls out online selection tool Fujitsu General has rolled out a Multi Systems Selection Tool to make it easier for retail staff to help consumers find the most suitable combination of units for their home. Accessible across multiple devices, retailers can register at multiapp. fujitsugeneral.com.au, select the store they are located at, and start using the tool immediately. Consumers are prompted to provide the size of their rooms and asked a few questions relating to ceiling insulation and west facing windows. A choice of indoor units is then provided. All the features of that unit are displayed for the customer to review before selecting an indoor unit and moving on to make additional room selections. The final step is to choose the most suitable outdoor unit to support the indoor unit line-up. At the completion of the selection process, customers can have the final combination of units

emailed to them immediately to assist with purchase, or further research. Fujitsu General national retail manager, Edward Jackson said, “This exciting tool will revolutionise the way retail staff help their customers find a Fujitsu General multi system air conditioning solution for their home. “The multi system category can be quite complex and this tool will not only make the selection process simpler but will save time. The Fujitsu Multi Systems Solution Tool has been developed to support our retail customers and enable them to make instore visits by consumers far more informative and fast.” The Fujitsu General Multi System can allow up to six indoor units to be connected to one compact outdoor unit. With a wide variety of indoor units to choose from to ensure there is a solution to match the requirements of almost every home, each unit can be

With the Fujitsu General selection tool, consumers choose the most suitable combination of units for their home

independently controlled using individual remotes helping to save running costs by heating or cooling rooms as required and giving consumers total control of the indoor comfort of their home.

DYSON TO OPEN AUTOMOTIVE FACILITY IN SINGAPORE Dyson has confirmed that it will construct its first advanced automotive manufacturing facility in Singapore. Construction will begin in December with a scheduled completion in 2020. Earlier this year, Dyson announced it was in the process of investing £200 million in new buildings and testing facilities at its campus at Hullavington Airfield, UK. It continues its £2.5 billion investment in new technology globally. Writing to Dyson staff, CEO, Jim Rowan said, “Dyson’s growing

An artist impression of the Dyson automotive manufacturing facility

Appliance Retailer November 2018

“SINGAPORE IS CENTRAL TO OUR FUTURE AND WE EXPECT TO MORE THAN DOUBLE OUR TEAM THERE.” automotive team is making excellent progress from the state-of-the-art hangars at Hullavington Airfield in Wiltshire where we are investing £200 million. Clearly we now need to move quickly towards manufacturing and assembly.

“The decision of where to make our car is complex, based on supply chains, access to markets, and the availability of the expertise that will help achieve our ambitions. “Our existing footprint and team in Singapore, combined with the nation’s significant advanced manufacturing expertise, made it a frontrunner. Singapore also offers access to high-growth markets as well as an extensive supply chain and a highly skilled workforce. Singapore has a comparatively high cost base, but also great technology expertise and focus. It is therefore the right place to make high quality technology loaded machines, and the right place to make our electric vehicle. “Dyson’s history in Singapore began 11 years ago with a small engineering team developing our high speed, digital, electric motors. We have grown significantly since then, we now employ 1,100 people, and have made over 50 million high-speed Dyson Digital Motors in Singapore. “Singapore is central to our future and we expect to more than double our team there.”

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AR CONFERENCE

Bi-Rite celebrates

20 YEAR ANNIVERSARY BY EMILY BENCIC

i-Rite Home Appliances was host to over 170 members and trade partners at its fifth annual conference in Cairns, North Queensland, where the group also celebrated 20 years in business and since joining the Narta buying group. At the opening address to Bi-Rite members, general manager, Abdul Kayum Sacur reflected on how the group was established and its expansion to 87 stores around the country.

1989

Abdul Senior purchased an existing Betta Electrical store in Caboolture, Queensland, marking his entry into the retail industry.

1993

As for the future direction of the business, AK Sacur said sales training and customer satisfaction will be two focus areas over the next 12 to 18 months. “The customer of today is very different to even five years ago,” he said. “The customer journey is evolving and we need to keep adapting and improving in order to remain on the customer shopping list. “Everyone on the shop floor needs to be empowered to sell and this means they need to be equipped with the

There were now five store locations in Queensland.

Appliance Retailer November 2018

1998

The decision was made to separate from Betta stores. Bi-Rite was born and found its home at Narta.

skill set to engage. As a result, in 2019, sales training will be a part of strategy meetings and conferences. “There is also opportunity to further capitalise on customer satisfaction and we will be going back to basics with automated emails post-purchase for product ratings and sales feedback. “I am confident this will deliver increased add-on sales, increased ‘back up plan’ (warranty) attachment rates and positively portray how much we value our customers.”

2002

Bi-Rite evolved to a buying group model, selling off companyowned stores.

2006

Over 20 Betta stores joined Bi-Rite.

Awards Ceremony At its annual conference, Bi-Rite Home Appliances hosts an awards evening to acknowledge the stores that have gone above and beyond over the past 12 months. There were five Gold Awards presented by AK Sacur with a $1,000 reward for each award winner and a Store of the Year award with a $5,000 reward. “Every year we like to acknowledge those stores who put in a little bit extra, those who have a strong passion and those whom we can learn a little bit from, with our Gold Awards,” Bi-Rite’s Hamza Hussein said. Bi-Rite general manager, Abdul Kayum Sacur presented the trophies and rewards.

Kim Gann (Goulburn, NSW)

Kristin Delacey (Bowen, QLD)

David Mortimer (Boonah, QLD)

Travis Whiley (Wangaratta, VIC)

Aaron and David Lindsey (Portland, VIC)

Cameron Burton (Stanthorpe, QLD)

GOLD AWARDS: Goulburn (NSW) Kim and Scott Gann

Boonah (QLD) Chantal and David Mortimer Wangaratta (VIC) Travis Whiley Bowen (QLD) Kristin Delacey and Andrew Green Stanthorpe (QLD) Tammy Hills and Cameron Burton The Store of the Year award recognises overall performance including core ranging, compliance, community involvement and a good brand ambassador. “Each year we have been seeing stores improve in each of these aspects, which not only makes us proud as a group, but it has also given us more candidates for the award than before,” Hussein said.

STORE OF THE YEAR:

Portland (VIC) Aaron and David Lindsey “Aaron and David have been more involved in the store over the last year and their attitude has not gone unnoticed by the staff at head office. We congratulate you on this feat.”

2008

The GFC hit but Bi-Rite survived through a low cost of doing business.

2012–2015

A number of major electrical retailers went out of business, including some Retravision stores, 30 of which were acquired by Bi-Rite.

2015

A year of significant change for Bi-Rite with the launch of a new brand image and slogan, as well as a larger focus on marketing and product offering.

2018

A celebration of 20 years. The head office team expanded with the appointment of Kong Luc as AV and SDA category manager and Emma Carter as marketing coordinator.

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AR CONFERENCE

New members and store owners Bi-Rite Home Appliances announced a number of changes to its store network with six new members added to the group and five new store owners. Commenting on the changes, Bi-Rite’s Hamza Hussein said, “Bi-Rite has seen growth over the last few years not only via member acquisitions but organically as well. We aim to reduce the workload of our members by introducing operational efficiencies at both the head office and for the store. “We are conscious of market trends and the need to stay relevant and it is our job to aid our members with the right tools so that their businesses can succeed.” Three former Leading Appliances stores have now been rebranded Bi-Rite. Charters Towers (QLD) owned by Steve and Kylie Leston, Taree (NSW) owned by Peter and Donna Bolte and Mount Gambier (SA) owned by Rick Macera.

Appliance Retailer November 2018

Bi-Rite has also welcomed two purely independent retailers who were not previously part of a buying group. Roger and Amanda Chittenden of Widebay (QLD) as well as Yumei Lin in Bayswater (VIC). The Bayswater store has taken on the existing Save on Appliances branding due to a focus on factory seconds. Todd’s Hi-Fi in Tingalpa (QLD) has moved from Betta Stores Retail to Bi-Rite as the group looks to build on the specialist AV business with like-minded stores. This year, there were five stores that changed hands being Bi-Rite Donald (VIC) now owned by Alex and Adam Schultz, Bi-Rite Bright (VIC) now owned by John and Kerrie Flemming, Bi-Rite Clayton (VIC) now owned by Toni Zhang and Bi-Rite Maroochydore (QLD) now owned by John Buck. Earlier in the year, Bi-Rite Boonah (QLD) was taken over by new owners, Chantal and David Mortimer.

Australian world-first Birde prepares to fly BY JAMES WELLS

collection of experienced appliance industry executives are set to launch a world-first smart home product for Christmas. Their creation is Birde – a smart media player that has been designed and developed in Australia specifically for young children and featuring worldfirst technology to enable a safe and secure method of listening to music and audiobooks as well as watching video. Birde was the brainchild of former product development engineer at Breville, Daniel Corkin, who came up with the idea when he realised there was no media player designed for young children. “My biggest fear was the amount of inappropriate content our kids could find on devices like tablets. Plus all of the new ‘kid friendly’ products are actually on technology that has been designed for adults,” Corkin said. Working alongside friend and Breville designer Richard Harrod, Corkin created a truly kid-friendly smart speaker. Instead of using voice commands, children simply tap a token, called a ‘Birde Seed’, against the speaker and it will play their favourite content. Along with his father Ray Corkin, former technical director at Sunbeam, the team set about building a system using high quality audio components and best in class technologies. The system is built using interactive NFC (near field communication), cloud-based storage, adaptive streaming bitrates and inductive wireless charging. The high quality speakers are waterproof and the content Seeds are made from ABS (the same material as Lego blocks) and food grade dye ensuring the whole system is completely safe in little hands. Parents are able to control the system with an app, available on Apple and Android devices, allowing them to restrict usage, control volume and administer the system.

Appliance industry executives now part of the Birde team: L to R: Ray Corkin, Richard Harrod, Daniel Corkin, Jack Lord, Wade Beach and Mark Lee

Former CEO of Sunbeam and Breville and now Birde CEO Jack Lord, was impressed from the very beginning. He said Birde is a world-first because it solves the number one concern of parents which is to enable their young children access to technology in a safe and controlled way. “Current research indicates that while a third of preschool aged children have their own tablets or smartphones and are spending four hours a day using them, parents have major concerns about the amount of screen time and the type of content their children are exposed to,” Lord said. Birde is aiming to capture a slice of the largely untapped, children’s content segment of the video-on-demand market, overall estimated to be worth more than US$16 billion worldwide. In Australia alone, the potential reach is over 1.2 million children under five years of age. Content partners including ABC Kids, Storybots, Sinking Ship, Dinosnores and Omens Studios are all signed for launch with many more providers to come. Former head of sales at Palsonic, Mark Lee, joined the team in March as general manager – sales. He has already

Birde smart media player

received strong support from the Narta group including Bing Lee, Betta stores and Leading Edge group. The product will be distributed by Ingram Micro. Rounding out the team is Wade Beach a former executive with Braun, Sunbeam, Conair and Retravision who is the chief strategy officer on the Birde project which has been incubated and accelerated within the offices of GuihenJones, a Sydney-based marketing communication business that specialises in web-based digital technologies. Birde will launch a significant paid marketing campaign in the lead up to Christmas 2018. The Birde console is $299 and includes $60 worth of music, video and audiobook content and a wireless charging base. It will be available from the Birde.co website and from select retailers. The seeds retail from $11.95 and will be available exclusively from the product’s website. AR www.applianceretailer.com.au

AR ADVERTORIAL

Design, functionality and connectivity: the future of home appliances

ngaging customers starts with understanding their lifestyle as well as their wants and needs. One of our core motivations at Samsung is based around the delivery of meaningful experiences that make a real difference in people’s daily lives. We are dedicated to maintaining an ongoing dialogue with Australian consumers. This keeps us connected and helps to ensure our products and approach respond to the lives of real people rather than developing ‘new technology for new technology’s sake’. Similarly, Samsung avoids a one-size-fitsall approach, because every Australian is unique and has a particular set of requirements. Recognising this, Samsung is dedicated to developing a broad range of innovative products that meet the needs of a variety of Australian lifestyles. The most fertile ground for this innovation currently sits in the domains of design and connectivity. No matter how good a product’s functionality is, Australians want that functionality delivered with style. There is an increasing expectation that appliances 20

Appliance Retailer November 2018

SPONSORED BY SAMSUNG will have a particular look, as can be seen from the rising demand for black, stainless-steel fridges, or the growing trend around matching washing machines and dryers. Taking great pride in their homes, Australians want beautifully designed appliances that fit their surroundings seamlessly, like a fridge with counterdepth design and a sleek finish that makes it not only look but also feel at home. Occurring alongside this stylish reimagining of traditional appliances is the rise of connectivity, which presents an opportunity Samsung is uniquely placed to meet. With one of the broadest product portfolios in the world, featuring connected devices as diverse as refrigerators, washing machines and robot vacuums, Samsung is investing in a holistic and harmonised connected experience across an entire ecosystem of devices in the home and beyond. Working towards the target of having all our products connected and intelligent by 2020, Samsung is wellpositioned to help Australians build more seamless and easily connected lives. As the number of connected

Samsung Family Hub refrigerator

devices in Samsung’s ecosystem continues to grow, experiences will become increasingly effortless. The breadth of Samsung’s product offering enables boundaries to be broken across every part of people’s lives, from mobile devices and TVs, to appliances that span the office, car, home, and everywhere in between. Because of this, when it comes to product design, it’s important to think about the fundamentals of how our products are used and how we can improve the way they work and operate. As a result, the Australian laundry has never seen so much innovation. From the FlexWash’s ability to tackle multiple loads simultaneously to the option of adding items mid-cycle thanks to the AddWash1. Or from the QuickDrive’s reduction of cycle times by up to 50 per cent2 to the connectivity of the Q-rator app, which helps choose the best cycle for each load, allows washing to be monitored remotely, and proactively provides alerts to potential problems and quick troubleshooting support3. Australian living rooms have benefited too. Whether from the artistic flair delivered by The Frame, which expands on traditional TV functionality displaying museum-quality images or cherished memories when in standby, to the seamless look of the QLED range’s Ambient Mode, which made it possible to embrace larger TVs without leaving a large black panel behind when the TV mode is not in use. There are countless examples of Samsung devices that have broken down boundaries by expanding the limits of what can be expected from products we’ve learned to love and depend upon in our homes. Perhaps the most visible transformation is the Family Hub. More than just a fridge, Family Hub is a connected appliance for food management, household communication, entertainment, and more. Samsung transformed a humble fridge that had long been assumed to have a specific and limited use as a way of cooling food into a tool that facilitates connecting with family members, listening to music, purchasing groceries, and more. From the Family Hub’s touch screen, Aussies can control their connected home. The SmartThings app seamlessly connects the Family Hub with compatible Samsung

Samsung FlexWash washing machine

devices like the QuickDrive washing machine, QLED TV or POWERbot robot vacuum. And the Family Hub’s functionality continues to grow. As might be expected, Family Hub is also an invaluable tool when it comes to food management. By downloading the View Inside smartphone app on a compatible device, users can see inside the fridge when they are out and about, meaning the days of forgetting the milk or having to make a second trip to the shops can be a thing of the past. Family Hub also helps with the reduction of food waste through Meal Planner, which serves up recipes for the whole family based around food preferences, dietary restrictions, and the contents of the fridge. Family Hub goes further still, keeping the family connected and organised through profiles for each

family member, featuring customised avatars that sync calendars, memos and to-do lists, and it also can be used to access entertainment through Australia’s favourite music-streaming platforms4, or by pulling content directly from the user’s compatible smartphone to display on its screen. And the groundbreaking functionality doesn’t end there. With the added ability to order groceries at any time using the Woolworths app, order and track an Uber for a night out, see who’s at the door directly from the Family Hub (requires a Ring Doorbell sold separately), or order Nespresso coffee pods when the caffeine’s running low without stepping foot outside of the kitchen. While not all Australians are ready to embrace the connected home today, we are seeing more families connecting one product or feature at a time, and they do expect their devices to have the required functionality when they make the decision to start to connect. Aussies can feel confident that by selecting Samsung products they are not only setting themselves in good stead for a connected future, they are also bringing innovation home in its purest form. AR 1 Add Door can be opened at any time if drum water temperature is below 50°C and has stopped spinning. 2 Compared with previous Samsung WW6500K. Saves up to 50% time on Cotton (40C, half load), based on Intertek testing conducted to IEC 60456:2010. Cycle duration may vary depending on the water supply and weight/type of laundry. 3 Compatible device and internet required. 4 Family Hub requires an internet connection for various apps/services. Data and subscription charges may apply. Apps and services are subject to change without notice.

Samsung QuickDrive washing machine

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AR RETAIL PROFILE

Gerry Harvey and “the best retail store in the world” BY JAMES WELLS

arvey Norman invited select media for a walk-through of the completed Auburn flagship store in Sydney’s western suburbs – the largest Harvey Norman store in Australia at over 174,000 square feet. In an exclusive interview with Appliance Retailer, Harvey Norman chairman, Gerry Harvey described the flagship as the best retail store in Australia and the world. “This is number one – we have spent a lot of time on this concept – as this is the seventh or eighth flagship store of this type,” Harvey said. “We are in first place and we want to stay in first place and with no one wanting to argue with us and say that we have done a job better than anyone else. “From our suppliers’ point of view, they should be very happy as their products are being displayed in a manner that doesn’t happen anywhere else and 22

Appliance Retailer November 2018

our sales here will go through the roof. It’s just a matter of how much they go up. “I’d be surprised if someone can walk in here and say they have seen something as good as this. We have people coming from every country in the world, including the world’s top suppliers from America, Europe and Asia and they haven’t seen anything like this in their country. “The first flagship store opened three years ago in Singapore and it is not new to us but it is new here – as it is the first one in Australia. “We will be looking at doing more stores like this in other capital cities, but it is not easy to do, you can’t find a site, or the size and of you do it is an out of the way place and you can’t get people there so it is very difficult to be able to do this. “When you walk around and show people, they say they haven’t seen anything as good as this anywhere, so from our point of view we are very proud of it and we want to be the leader in what we do and we want other people to look at what we’re doing and say ‘I wish it was us’.”

2 HIGH HOPES FOR INCREASED TURNOVER

Gerry Harvey is confident that the Auburn flagship store will allow some product categories to see turnover increases at levels that could not be done anywhere else. “If we can triple the turnover in certain product categories, looking to do 10 times the turnover in BBQs than I did last year, we are looking to grow categories by double or triple,” he said. “This is something that is impossible to do in other outlets – to me that is pretty exciting, you can exceed your expectations such as doing $1.5 million in a category where it does $100,000 elsewhere it shows we are taking it to a new level.

3 “We have some unusual products that others might not even put in their shop, and most other retail stores in Australia would not stock and if they did it would be a waste of time anyway – and they would have to sell it for $100 one day as it is dirty and chipped. But there is a market for these products – as people will ask where they bought it and this helps build the entire brand. “From our point of view if we are in this business we want to be the best at it and recognised to be the best at it.” Harvey says the proof will be if the store can pull people from all over Sydney, Wollongong and Newcastle because they have heard about the store and they want to have a look. “To get people to travel you have to do something truly different and extraordinary. I think that will happen and I don’t think there is any doubt people will travel 40 or 50 kilometres to come here because it is the best. “They may not buy from here, they might go back to buy from their local store. But they will come here because it exposes them to more product and ideas and they will find something they can’t find anywhere else,” he said.

FLAGSHIP STORE STRATEGY

“With our flagship concept and international locations, we are achieving things that others are not. “Our Millenia Walk store in Singapore for example will do $110m turnover this year from just one shop. We thought that would kill our store at Suntec City which is 500 metres away – but Suntec’s sales are up by 20% on last year – that is extraordinary. “As a retailer, I have never seen anything like that in my life. How has that happened? I just can’t get it through my head. When you break new ground it just goes to show you that wherever you get to, there is always another place to get to. “There are people in our business who tell us that they are doing the most they are ever going to get out of that shop, but that’s crap. I can then get someone else in and they can beat the sales of

that other person by 20%. So it is about attaining heights and then exceeding it – that’s how you grow your business. “I am even prouder of the flagship store in Singapore as I am of the store in Auburn, because we did it in another country. And if you count the number of retailers in Australia that have tried to make it other countries, let alone one other country – it just doesn’t happen – over 150 years you’ll find a few but not many. “There are not many businesses that have been able to spread their wings from this base and for a business that has been going since 1982 it is not a bad effort. We have been going for 35 years – it is not a long time to do the sort of things that we have done and you could argue that we are the most successful retailer in Australian history – and I think we are. And we are just at the beginning of our journey rather than half way through. We can do this in lots of countries – we have a huge future ahead of us and that’s where we see ourselves. “Can you think of anyone that can do this in Australia other than us? And not just one – we will look to open other flagship stores in other capital cities.” ››

1/ H arvey Norman chairman, Gerry Harvey with CEO, Katie Page 2/ The TV display in the Auburn store 3/ H arvey Norman Auburn measures over 174,000 square feet 4/ The small appliance display is constantly updated to keep up with seasonal trends and colours 5/ The new Smeg Dolce & Gabbana small appliance collection

5 www.applianceretailer.com.au

AR RETAIL PROFILE

Millenia Walk flagship remains ahead of the competition BY SIMON KING IN SINGAPORE

espite the continued pressures of electrical retailing – online shopping and dwindling margins, in particular – Harvey Norman is performing well in Singapore, driven by focused management and knowledgeable staff. The design of its flagship store in Millenia Walk puts it a country mile – or a city kilometre to be exact – ahead of the competition. The store measures 100,000sq ft, while the electrical department, arranged by dedicated manufacturer areas, measures 30,000sq ft. Store manager Sam Soh has worked for Harvey Norman since it opened its first store in Singapore in 2001, which coincidentally was the store in Millenia Walk. It was refurbished and reopened in December 2015. Soh is passionate, not just about managing the company’s flagship electrical department in Singapore, but also about what it is to work for the retailer on those shores. Singapore’s population is 5.6 million and its land area is 722.5 square kilometres, making it 17 times smaller than Sydney. “There are a lot of electrical retailers in Singapore and because the country 24

Appliance Retailer November 2018

is very small, customers can get around very easily to see products and check prices – so we have a lot of competition,” Soh said. “When I joined Harvey Norman in 2001, there were lots of small stores, but now there are big stores, like our store, that are destination, department stores that offer customers a one-stop-shop.” E-commerce is on the rise in Singapore, where there are a few big players, namely Amazon, Tencent and Alibaba, yet the Millenia Walk store is holding its own, with turnover of the total store totalling SIN$100 million (A$102.5m).

“The e-commerce market is very competitive – it’s now becoming very usual for customers to check prices on their smartphones, but we are prepared,” Soh said. The store started click & collect last year, which has resulted in around 4% of sales going online, with payment made at the time of placing the order. “We have seen growth in the number of customers using click & collect, but our ultimate point is to bring customers into the store, and not for them just to buy online. People want to touch and feel the products,” he said.

6/ Click & Collect was introduced to the Millenia Walk store last year 7/ The large cooking display in Millenia Walk 8/ Samsung TV display 9/ The diverse laundry offering 10/ Millenia Walk store manager, Sam Soh

9 “The key to click & collect is to train our staff to give the best in terms of service. Giving service is easy to say, but we are making sure that our staff understand the importance we place on it. “When click & collect starts to get more and more popular, the retail business will definitely face a problem, but we are giving customers an experience in our company, to make Harvey Norman the first choice for them. “We understand why customers want to buy online – they want the assurance and efficiencies. We have a team of people that interact with consumers immediately when an order is placed. We email them and then we call them to update them on the stock situation – then the product will be waiting for them to come and collect it. “At this time, the most popular products purchased, via click & collect, are small domestic appliances.” In Singapore, Harvey Norman is perceived as a mid to high end brand retailer and Soh conceded that while the retailer does have lower priced products, these are in other stores, rather than in the flagship store.

“Harvey Norman has 12 other stores in Singapore – our customers are slightly different,” he said. “They are high earners, well known people, some work in the government and the banks. They know our business; but we are not just catering for them but we do see a lot of wealthy customers in our store.” When asked what the most expensive product on the Millenia Walk shopfloor, Soh immediately confirmed that it was a 100-inch Sony OLED TV, which was priced at SIN$80,000 (A$82,000). “We’ve had this TV in-store for four months and have sold six so far,” Soh said. “The current trend is for digital, tech savvy products, as well as for designer products that suit the décor, in terms of design and colours.” The average transaction value, Soh said, is around SIN$4,500 (A$4,612); and the electrical store has a 60:40 ratio, favouring domestic appliances, large and small. “At the end of the day, we know what margin comes from which products – consumers are not only buying TVs, they are looking at other products and it’s our job to deliver all the information,” Soh said. Weekends are the busiest time for the store, but its opening hours are not for the faint hearted. The store is open from 10.30am until 9.30pm, seven days a week. “We usually get busy from 6pm, as that’s when people finish work,” Soh said In the electrical department alone, Soh has 25 staff, while another 30 promoters, working on behalf of brands are on the shop floor too. Harvey Norman’s success comes at a time when the retail sector in Singapore is suffering because of stiff competition and high operating costs. Looking to the future, it’s fair to say that Soh is optimistic, and while he does have bad days, he is confident about the future. “Last year was good and our business is growing year-on-year – a lot of customers have purchased from this store. We are actually very confident that our business will grow and that is in no small part to Harvey Norman’s way and culture that has been carried over from Australia to here,” he said. “No retailer in Singapore is trading as well as we are – we are very confident that we’ll get good numbers this year. Our staff give us the edge and we have a fantastic shop – and no one in Singapore has such a big store in the heart of the city.” AR www.applianceretailer.com.au

AR OPINION

CLOSING the

DEAL

HISENSE NATIONAL RETAIL TRAINING MANAGER, CHRIS MAYER

s a result of the recent boom in OLED and ULED TV technologies, customers have greater choice than ever before. Making a decision on which TV to purchase has become increasingly difficult. Equally, salespeople are faced with greater competition when trying to close a sale. On one hand, there are many more features, sizes and prices to compare and information that we need to be equipped with to complete the sales journey. On the other, there’s the looming threat that a customer may leave the store to find your products at a more affordable price elsewhere.

STEPS TO CLOSING THE SALE

After understanding your customer’s needs, establishing trust and handling objections, it’s time to close the sale. There’s no singular way to do this and there are a multitude of factors at play. Whatever your path, the following tips will help get you over the line. 26

Appliance Retailer November 2018

IDENTIFY THE DECISION MAKER

Throughout the process you will have presented a range of products, boasting features for everyone in the family, from intuitive smart TV interfaces and Netflix capabilities to Game Mode and Sports Mode. However, in every party the decision ultimately comes down to one person. It’s important to relay key information, product demonstrations and budget discussions to the right person to avoid confusion and essentially ‘too many cooks in the kitchen.’

ATTEMPT TO CLOSE THE SALE

Seems obvious, I know. However, the amount of fully qualified customers that were ready to purchase that I have seen slip through a salespersons’ fingers would stagger you; all because they didn’t actually ask the customer if they wanted to take the product home. Customers trust you to guide them through the purchase and often won’t close the deal themselves, expecting you to ask the question.

So, don’t be afraid to ask for the sale. The worst answer you can get is no.

CREATE URGENCY WITHOUT PRESSURE

We all understand that there must be a sense of urgency with every deal; however, we must also acknowledge that there are limitations to this approach. Creating a sense of urgency when the customer is not ready to make a purchase will deter the closure of a sale. However, this does not mean to back down. Simply, it means to not rush the customer. Having presented the most appropriate product for their needs but facing resistance, relate back to them the key features that drew them to the product in the first place and check-in to see if there is anything stopping a purchase today.

THE BOTTOM LINE

Retailers can meet hundreds of customers a week and not all interactions will end in a sale. Follow these trusted techniques from start to finish you’ll be meeting your quota in no time. AR

FEATURE

VE RTUO. YO U R C OM P L E T E R A N G E OF COFFEE STYLES

AR HOME CAFÉ

OUTLOOK

Love for caffeine flows stronger than ever before BY EMILY BENCIC

n 2018, espresso coffee machines maintained a strong position within the small appliance category, experiencing volume and value growth, Euromonitor data has shown. Technological innovation in product functions, such as the bean-grinding process or control settings, is driving growth, according to research analyst, Jorge Rosas.

“The Australian coffee enthusiast is increasingly demanding versatile and high-quality coffee machines, allowing espresso formats to benefit from healthy growth,” he said. “Despite the current trend towards the full coffee making experience at home, pod coffee machines have experienced another year of growth. As the quality of pod coffee improves, consumers continue to embrace the concept and convenience.”

Recent Canstar Blue research found that two-thirds of adults (66%) use their coffee machine every day, but only 32% said they don’t use their machine as much as they thought they would. Further, over half of respondents said they prefer the taste of the coffee they make at home to what they buy from cafes. A recent survey has shown that the average amount spent on a new espresso machine is $361. AR

THE CLASSIC ESPRESSO EXPERIENCE

TRENDS

A desire to replicate the café experience at home

hen it comes to coffee, consumers are looking for diverse choice, personalisation and convenience more than ever before, according to Nespresso commercial manager, Nicole Parker. “Our recent internal research has shown that one in five Australians change their coffee order more than once a week, which proves the need for a convenient coffee solution that can provide a variety of coffee sizes and recipes,” she said. Further, there has been a continued trend towards sustainable coffee options.

“Australian consumers want a coffee machine for their home to recreate the experience of a café. It is a part of the social fabric; we meet for coffee, not meet and have coffee. “It is a combination of the social experience and our personal moments. These consumer insights and understanding of needs are the focus of everything we at De'Longhi do around coffee,” she added.

“OUR RESEARCH HAS SHOWN THAT MOST CONSUMERS AREN’T SEEKING THE LATEST HIGH TECHNOLOGY ADVANCEMENTS BUT RATHER A PRODUCT THAT IS SIMPLE TO USE AND DELIVERS QUALITY COFFEE.” – Jura, George Liakatos.

Nicole Parker – Nespresso.

“Not only are consumers more educated on the variety of solutions available to them, and are looking for one that suits their personal tastes and preferences, they are also making more conscious purchase decisions.” De’Longhi senior category manager, Allison Cupillari believes the Australian coffee culture is more than just coffee. “It represents a meeting place, an opportunity to explore flavour and bond socially,” she said.

Smeg has received positive customer feedback on its ECF01 retro coffee machine. “It is easy to use, delivers a consistently great tasting coffee, and can be programmed and

Arthur Banbas – Smeg.

customised to individual tastes,” national manager for small appliances, Arthur Banbas said. “Consumers also love the range of colours they can choose from to match their kitchen design. It offers a unique style and compact design for smaller kitchens.”

George Liakatos – Jura.

Over at Jura, the fully automatic segment continues to perform strongly against the backdrop of an already strong year in 2017. “This trend follows a period of growth for the entire group as we expand developing markets with new product lines and innovations,” managing director, George Liakatos said. “Our research has shown that most consumers aren’t seeking the latest high technology advancements but rather a product that is simple to use and delivers quality coffee. Now more than ever before, the coffee machine is becoming the heart of the kitchen in terms of design, functionality and frequency of use.” The Jura S8 coffee machine, the flagship model of the premium mid-segment, has been the biggest success in 2018 and the company’s strongest launch to date.

YOUR COMPLE TE RANGE OF COFFEE ST YLES

AR HOME CAFÉ ability to enjoy a coffee in the comfort of the home with 79% of Australians feeling that they are unable to make a café style coffee. There is a growing passion for coffee among Australian consumers and of late, there has been an emergence of experimental coffee drinks, according to KitchenAid senior product marketing manager, Itishree Badu. “Much like craft beer, wine and spirits, craft coffee has become quite popular. Variety is a key reason for this rising popularity with coffee drinkers moving beyond regular cappuccinos, lattes and espressos to more evolved, richer, smoother flavours such as siphon coffee, nitro coffee and cold brew,” she said.

“Demand for this product has surpassed all of our expectations with momentum continuing to build from its launch in March,” he said. Nestlé sales and partner manager, Bryan Win believes consumers are still searching for café quality coffee and an experience that is easy and convenient in the home. “Brands that look to the long term with continued investment in media, innovation and in-store execution will continue to win,” he said. Nescafé Dolce Gusto claims strong unit sales growth this year, attributed to two new machine models – Infinissima and Lumio, strong promotional support, a new dedicated field team for electrical trade, an increase in permanent point of sale displays and ongoing brand ambassador activity. There are two types of coffee consumers, according to Breville business manager for coffee, Athena Kalos. Firstly, the at-home barista

Athena Kalos – Breville. 30

Appliance Retailer November 2018

who wants to get involved with their coffee making and is looking for greater control via a manual machine. Secondly, the consumer looking for ease of use and a machine with increased automation. “Australian consumers are becoming more aware of coffee types, the importance of dose, water temperature and pressure, as well as steam pressure,” she said. “Consumers do not want to compromise on quality and are looking to purchase the best their money can buy with a machine that is easy to use and fuss-free.” A refined understanding of coffee taste has been seen by Sunbeam brand marketing manager for coffee, Daniel Aylward, as demand for café quality continues on an upward trend. “Café culture is embedded in Australian daily life. Consumers want to replicate the great tasting coffee and barista experience they find in their local café,” he said. New research from Sunbeam reveals that while one in five Australians are coffee enthusiasts, two thirds are guilty of poor coffee etiquette when having a coffee at home with a guest – such as serving instant coffee, offering an alternate beverage or choosing to drink out instead. The data also found that a lack of knowledge or equipment limits the

Itishree Badu – KitchenAid.

“There is now greater accessibility to coffee beans, wider availability of grounds from around the world and improved knowledge of coffee brewing techniques, which means consumers are increasingly brewing at home.” From a Miele perspective, consumers are demanding the latest in technology that offers the best value for money and produces coffee specialties that measure up to the quality of café baristas. “Not only do consumers want great-tasting coffee, they want a machine that is easy to operate and requires minimal maintenance,” product manager for built-in and beverage preparation, Kylie Taylor said. AR

Kylie Taylor – Miele.

A DOUBLE CELEBRATION WITH NESPRESSO DUAL OFFER

60 RECEIVE UP TO

OF VALUE WHEN YOU PURCHASE A SELECTED NESPRESSO MACHINE* ($30 CASH BACK & $30 COFFEE CREDIT)

RECEIVE

CASH BACK

ON THE PURCHASE OF A NESPRESSO VERTUOPLUS MACHINE*

This festive season, Nespresso is offering coffee lovers up to $60 of value ($30 cash back plus $30 coffee credit) when they purchase a selected Nespresso Original Line coffee machine, or $80 cash back when they purchase a Nespresso VertuoPlus coffee machine. Both promotions valid between 7th November 2018 and 31st January 2019. *Receive $30 cash back plus $30 Nespresso coffee credit to spend on Nespresso coffee capsules when you purchase a CitiZ, Pixie, Prodigio, Expert, Lattissima, Maestria, Gran Maestria, U, KitchenAid or Creatista Nespresso coffee machine (offer 1) or receive $20 cash back plus $20 coffee credit to spend on Nespresso coffee capsules when you purchase an Inissia, Essenza or Essenza Mini Nespresso coffee machine (offer 2). Excludes Vertuo machines. Valid between 12:01am AEDT 7/11/18 & 11:59pm AEDT 31/1/19. See full terms & submit claim at www.nespressopromotion.com.au by 11:59pm AEDT 28/2/19. Use coffee credit in full single transaction by 28/3/19. MINIMUM CASH SPEND of $4.50 for offer 1 or MINIMUM CASH SPEND of $14.50 for offer 2 if claimant uses coffee credit online or by phone. 1 claim per purchase. Maximum 3 claims per Nespresso Club member. Cannot be used with other Nespresso offers.

*Receive $80 cash back when you purchase any Nespresso VertuoPlus coffee machine. Offer valid between 12:01am AEDT 7/11/18 and 11:59pm AEDT 31/1/19. See full terms and submit claim at www.nespressopromotion.com.au by 11:59pm AEDT 28/02/19. 1 claim per purchase. Maximum 3 claims per Nespresso Club member. Cannot be used with other Nespresso offers. Serving suggestion. Nespresso capsules do not contain milk.

AR HOME CAFÉ

RANGES

Professional quality achieved with ease

ith the introduction of Lattissima One and Creatista Uno coffee machines, Nespresso continues to drive innovation and appeal to coffee aficionados to enjoy barista-quality coffee at home. For those who want increased versatility, the Vertuo system offers 24 coffee varieties in five different coffee sizes – alto (414ml), mug (230ml), gran lungo (150ml), espresso (40ml) and a new size of double espresso (80ml). Research found that almost 90% of Australians consume coffee with milk and the Vertuo system allows consumers to create a Reverso by adding a dash of milk to the mug before extracting coffee over the top, without the need for an additional milk frothing device. 32

Appliance Retailer November 2018

De’Longhi PrimaDonna Class Fully Automatic Coffee Machine

Other key features of the VertuoPlus (RRP $299) include a Centrifusion extraction system that gently and precisely brews coffee and barcode reading technology that reads cup size, temperature, rotational speed, flow rate and time the water is in contact with the coffee. De’Longhi recently introduced the Elite Experience national inhome barista service. The program’s success has surpassed expectations and now the offer has been extended. “Feedback is exciting. Consumers can't believe they are able to create coffee just like their barista so simply,” Allison Cupillari said. With the purchase of a PrimaDonna Class, PrimaDonna Elite or PrimaDonna Elite Experience coffee machine, consumers receive a two hour in-home visit from a trained

Nescafé Dolce Gusto Lumio Capsule Coffee Machine

THE NESPRESSO VERTUO SYSTEM OFFERS 24 COFFEE VARIETIES IN FIVE DIFFERENT COFFEE SIZES

– ALTO (414ML), MUG (230ML),

GRAN LUNGO (150ML), ESPRESSO (40ML) AND A NEW SIZE OF

DOUBLE ESPRESSO (80ML). coffee expert and gift hamper valued at RRP $119 with cappuccino glasses, espresso glasses, milk jug and 2kg coffee beans. Each of these coffee machines connects to the De’Longhi Coffee Link app, enabling users to select their preferred beverage, personalise and save recipes from their smartphone. The top of the range, PrimaDonna Elite Experience (RRP $3,199), features a large and intuitive 4.3 inch screen, patented bean to cup technology for the perfect temperature, density, colour and taste, and users can choose automatic or manual milk frothing. The recently launched Dinamica Plus (RRP $1,499) can also be controlled by the De’Longhi app, offers 15 bar pump, Thermoblock heating system and a patented brewing unit.

Breville The Oracle Touch BES990BSS Coffee Machine

Dolce Stil Novo was launched in October by Smeg incorporating a built-in coffee machine for an RRP of $4,490 that features the Eclipse black glass and refined copper or stainless steel detailing seen on other appliances in the collection. Users have the choice of coffee beans or ground coffee, five coffee strength options, five adjustable coffee lengths with full 15 bar professional pressure. It also has hot water and rinsing functions. The Jura J6 fully automatic coffee machine (RRP $2,990) will be released in Limited Edition Piano White in November. The Pulse Extraction Process (P.E.P.) ensures the optimum extraction time for short specialties such as ristretto and espresso and the AromaG3 grinder is now twice as fast. The TFT display and rotary selection take users straight to what they want and the machine can be controlled via the Jura smartphone app. A customised inlay in the storage compartment allows an interchangeable milk spout and milk pipe to be stowed away. Nestlé will continue to push the Infinissima and Lumio coffee machines with slimline, avant garde design and increased water tank sizes for greater convenience. In 2019, the brand will introduce a machine with a unique design and innovative brewing functionality, as well as a compact machine, due to launch closer to Christmas. New capsule varieties will also be added including limited edition single origin espresso and other multibeverage products. Designed for consumers entering the market or those with smaller kitchens, the Breville Bambino Plus BES500 (RRP $599.95) features automatic milk texturing technology, PID digital temperature control, low pressure pre-infusion and regulated extraction, as well as a fast three second heat up time. It is available in Stainless Steel, Black Truffle and new Sea Salt colours. Other hero models in the automatic coffee machine range include the Oracle Touch, the Oracle and the Barista Touch, as well as the Creatista Plus. The new Barista Max espresso machine from Sunbeam was inspired by professional café coffee www.applianceretailer.com.au

An experience your customers will remember. Designed by coffee lovers, for coffee lovers, De’Longhi Fully Automatic Coffee Machines embody the essence of Italian coffee culture. Intoxicating aromas, full flavours and a crema that comes from the perfect extraction. It’s the ultimate automatic experience that grinds, tamps and extracts to create barista quality coffee, all at the touch of a button.

Driving even more customers to your store. With more demonstrators in more stores every weekend, we’re giving your customers even more reason to drop in! For more information visit delonghicoffeemachines.com.au

ESPRESSO COFFEE MAKERS* * Independent research institute, value sales leader from Jan to Dec 2017 in 47 countries

The benchmark in customer service. The Bonus Elite Experience is the ultimate in-home machine set-up with a barista demonstration and a free barista gift pack, that can be claimed when a selected Deâ&#x20AC;&#x2122;Longhi Fully Automatic Coffee Machine is purchased.*

Participating models: PrimaDonna Elite Experience ECAM65085MS

PrimaDonna Elite Touch ECAM65075MS

To check eligible post codes and find out more, visit delonghicoffeemachines.com.au/elite-experience Offer ends December 31, 2018. *Selected areas only. Terms and conditions apply.

PrimaDonna Elite ECAM65055MS

PrimaDonna Class ECAM55075MS

Sunbeam Barista Max EM5300 Coffee Machine

KitchenAid Siphon Coffee Brewer 36

Appliance Retailer November 2018

machines, using a 58mm group head and handle to ensure coffee grinds are evenly spread in the filter basket. It features a Tap & Go integrated grinder, powerful steam wand and programmable shot volume. The machine comes with a 12 month replacement warranty, anti-spill gate, grind bin, and accessories storage. KitchenAid has taken classic coffee brewing methods and removed the guesswork by automating some of the intricate steps with its Craft Coffee range. The siphon brewing method produces coffee through precise temperature control and vacuum technology. The KitchenAid Siphon Coffee Brewer (RRP $299) automates the brewing process with the press of a button. It comes with a brew unit stand that makes a base for the top carafe. The cold brew method helps enhance caffeine and increase sweetness for a cold coffee beverage. The KitchenAid Cold Brew coffee maker (RRP $199) slowly steeps coffee grounds or tea leaves for 12 to 24 hours. Its glass and stainless steel components help preserve taste and keep coffee fresh in the refrigerator for up to two weeks. The classic French press brew method is considered the simplest and purest of brewing systems, producing a rich, smooth and full-bodied flavour

profile. The KitchenAid Precision Press (RRP $149) has an integrated scale and timer for precise ratio and brew time. Paper filters often absorb natural oils and alter coffee flavour, but are not required with the Precision Press. Dual wall insulation retains heat and brews at optimal brew temperature. Burr grinding is a preferred form of grinding as it helps preserve coffee quality and delivers the best flavour with improved precision, control, uniformity and minimises heat buildup. The KitchenAid Burr Grinder (RRP $399) grinds beans between stainless steel burrs to produce a consistent grind with minimal heat and friction. Key features include 15 grind settings, die cast metal housing, glass hopper and glass grind jar. The Miele CVA 6000 coffee machines have OneTouch for Two function, EasyClick milk system and automatic rinsing of milk pipes. The machines are available in three colours â&#x20AC;&#x201C; Brilliant White, Obsidian Black and Mieleâ&#x20AC;&#x2122;s signature CleanSteel finish. The exclusive CupSensor recognises the rim of a cup, enabling the machine to automatically adjust the position of the central spout to suit all espresso cup sizes. Up to 10 individual profiles can be stored and users can program switch-on and switch-off times. AR

HOME CAFÉ AR

De’Longhi PrimaDonna Elite Experience `` LatteCrema System technology `` Multi-beverage function `` 4.3-inch touch TFT colour display `` Smart Coffee Link app

RRP: $3,199

De’Longhi: 1800 126 659 Prepare coffee and milk based beverages at the touch of a button with the perfect temperature, density, colour and taste thanks to De’Longhi bean to cup technology.

Nespresso VertuoPlus Coffee System `` One button operation `` 24 coffee flavours `` Five serving sizes `` 20 second heat up time

RRP: $299

Nespresso: 1800 623 033

Barcode reading technology reads cup size, temperature, rotational speed, flow rate and time the water is in contact with the coffee to allow for precise extraction.

PRODUCT GALLERY

Nescafé Dolce Gusto Infinissima `` Available in two colours – black and white `` Up to 15 bar pressure `` Easy to use capsule system `` Prepares more than 16 coffee creations

RRP: $59

Nestlé: 1800 466 975

With a variety of capsules available, users can enjoy coffee beverages from espresso and cappuccino to hot chocolate and tea.

www.applianceretailer.com.au

Make sure to stock up for Christmas sales. For orders and more details please contact BrevilleÂŽ Australia. Available in Harvey Norman, Domayne, Joyce Mayne, The Good Guys, JB HI FI stores.

NEW INFINISSIMA DESIGNED FOR INFINITE COFFEE PLEASURES

PROFESSIONAL QUALITY COFFEE

INFINITE NUMBER OF ORIGINAL RECIPES

AROMA FRESHNESS PROTECTION

MULTI

BEVERAGES

SUL

EXTRA-LARGE WATER TANK

AR HOME CAFĂ&#x2030;

Jura J6 `` AromaG3 grinder now twice as fast `` Pulse Extraction Process (P.E.P.) `` Connectivity via the Jura smartphone app `` Intelligent Water System (I.W.S.)

RRP: $2,990

Jura: 1300 285 872 The latest model in the J line range has a rotary switch with blue crystal design, glass cup grille and chrome-plated coffee spout.

Smeg Dolce Stil Novo CMS4601NR Built-In Coffee Machine `` Fully automatic coffee preparation `` Hot water function `` Option to use ground coffee `` Black Eclipse glass with copper or stainless steel detailing

RRP: $4,490

Smeg: 02 8867 4888

PRODUCT GALLERY

Breville the Bambino Plus `` Simple push button interface `` Automatic milk texturing `` Three second heat up time `` Optimum 19 gram filter basket

RRP: $599.95

Breville: 1300 139 798

Appliance Retailer November 2018

With its compact footprint, this machine is ideal for smaller kitchen spaces and its attractive price point appeals to consumers entering the premium coffee machine market.

Designed by Italian architect, Guido Canali, this coffee machine is designed to produce professional quality coffee with 15 bar pump pressure, five coffee strengths and five variable coffee lengths.

smeg.com.au

YO U R C A F E , AT H O M E

SMAS18927

INDULGE YOUR INNER BARISTA WITH THE COFFEE OF YOUR CHOICE AVAILABLE IN 5 COLOURS

AR HOME CAFÉ FROM THE FLOOR

Appliances Online – Anthony Dann

ppliances Online is enjoying healthy growth across its coffee machine range. Category manager for consumer electronics and small appliances, Anthony Dann has reported a year-on-year increase of more than 50% in coffee machine sales over the past six months. He said there are typically two types of coffee consumers – those who look for fully automatic coffee machines for a no fuss, no mess experience, and those who opt for a hands-on experience with a manual coffee machine. “Fully automatic machine users want a cafe-style coffee made for them with a single press of a button. The machine needs to cater to their custom requirements so this can be done as simply as possible. Technology and user experience is key,” he said. “Meanwhile, manual coffee makers want granular control over the bean grinder, water temperature, water pressure, and more. Manual

options need to be robust and accurate with engineering and build quality important to these consumers.” No matter the type of coffee consumer, there are several market trends. “There is an increased demand for automation of complex program options and there is a rising interest in Wi-Fi connected machines that allow consumers to make morning coffee from their bed,” he said.

“The coffee machine is often the centrepiece of the kitchen. This means premium material and colour options are becoming more important. Consumers also want their machines to be more energy and water efficient. “We will start seeing voice activated machines that will allow users to just tell their machine to start creating their favourite brew and there will be no need for a touch screen.” Outside these trends, there are other key considerations during the purchase journey. “Cost and reliability is a factor for all consumers. Brand loyalty for those who already have a machine will also be a factor, but social proof is very important – recommendations from friends will play a part in decision making for first time purchasers. “Coffee machines can be complex to understand so promotional activity that simplifies or highlights key technology differences will help convert. It is a crowded market with a variety of choice so cut through can be a challenge,” he said. AR

MIELE

NESPRESSO

PROMOTIONS

JURA

From 1 November to 31 December, 2018, Jura is offering a three-month coffee bean subscription on the Z8, Z6, J6, S8, E8, ENA Micro 90 and D6 coffee machines via online redemption. Each month, consumers will receive a 1kg new variety of Swiss-roasted premium coffee beans from around the world. 42

Appliance Retailer November 2018

The Miele Home Rewards program offers consumers a rebate of up to 10% on eligible Miele appliance packages, which can be combined with other in-store promotions and can include a Miele built-in coffee machine. This offer is available on a permanent basis.

Until 31 January 2019, consumers receive an $80 cashback on Nespresso Vertuo and VertuoPlus, $60 cashback on CitiZ, Pixie, Prodigio, Expert, Lattissima, Maestria, Gran Maestria, U, KitchenAid or Creatista, up to $60 cashback on Original or $40 cashback on Essenza, Inissia and Essenza Mini machines.

Coffee pleasure –

freshly ground, not capsuled.

Roger Federer Greatest tennis champion of all time

The J6 from JURA impresses even the most discerning coffee lovers and connoisseurs – like Roger Federer. The award-winning all-round design is a delight to the eye. The Pulse Extraction Process (P.E.P.®) guarantees the perfect ristretto and espresso. Thanks to the fine foam technology, specialities from cappuccino to flat white are finished off to perfection. The clear operating concept with TFT display makes operation intuitive. If preferred, the J6 can even be operated from a smartphone or tablet. In addition, the filter is automatically detected by the Intelligent Water System (I.W.S.®). JURA – If you love coffee. www.jura.com

AR REFRIGERATION

OUTLOOK

Brand recognition a pointer to purchase BY KYMBERLY MARTIN

ccording to new research from BIS Oxford Economics, the proportion of households with multiple refrigerators has declined slightly in the past couple of years, with single refrigerator households on the rise, 65% in 2014 to 69% currently. “Our 2018 research also indicated consumer pre-purchase research is at an all-time high, not just with refrigerators but across major appliances in general,” associate director market research, Paul Giles told Appliance Retailer. Consumers also relish online product reviews and browsing through retailer, supplier and brand sites along with speaking to retailers and browsing stores as key methods of research, he said. 44

Appliance Retailer November 2018

The research, involving 5,000 households nationally, also showed consumers reporting that 70% of the time they have a brand in mind once the refrigerator purchase process begins and the conversion to purchasing one of those brands is very high. “So being top of mind is critical. While the instore experience continues to dominate refrigerators sales, online purchases have gradually increased in recent years and now account for around 17% of sales,” Giles said. “Whilst still dominating the market with over 50% share, the popularity of two door models has also declined over the past few years, while four door/drawers have gained momentum.” Fridge-freezers are one of the best performing categories, benefiting from wide adoption of bottom mount and French door design, leading to strong unit sales and value growth.

“However, we are seeing slight year-on-year declines in volume and value terms for standalone freezers,” Euromonitor research analyst, Jorge Rosas said. He attributes this to the lifestyle shift towards healthier diets which diminishes the need for storing frozen food. “Additionally, as fridge freezer capacities also increase, demand for a separate freezer reduces.” The performance of the refrigerator market overall was flat compared to 2017, according to Mitsubishi Electric. Quoting industry figures, the company noted a decline for top-mount, bottommount and side-by-side segments while French door models rose 6%. “There is more creativity and innovation invested in French door models and consumers are responding positively, and prepared to invest more in high-value products,” national retail sales manager, Garth Hickey said. AR

TRENDS

Keeping cool with food freshness technology

itsubishi Electric has experienced strong consumer interest in French door models across all sizes and expects demand for the French door configuration to continue with sales growing at 25%, according to Garth Hickey. Company research showed that home cooking is on the rise with 38% of Australians cooking at home more frequently than they were 12 months ago. “Preparing meals in bulk for guests is also happening, suggesting a change in the way consumers are interacting with food and the home.”

Brad Reed – LG.

“WE ARE SEEING MORE CONSUMERS LOOKING TO ADD FUNCTIONALITY, STYLE AND INNOVATION INTO THEIR KITCHEN.” – LG, Brad Reed.

Garth Hickey – Mitsubishi Electric.

This shift is being reflected with an increasing interest for products with a dedicated separate vegetable drawer. Other design trends include a rise in demand for black fridges. “Consumers like the way black models blend in with modern cooking appliances that have black glass doors,” Hickey said. Mitsubishi Electric will relaunch the L4 Grande series of French door models before Christmas with a new stylish design. The refrigerator category has made 2018 a big year for LG, with the Q4 launch of the InstaView door-in-door fridge and a new range of Slim French door fridges both in a matte black finish. “We are seeing more consumers looking to add functionality, style and innovation into their kitchen,” home appliances senior marketing manager, Brad Reed said.

This demand has encouraged the development of LG’s new refrigerators which includes adding to its French door line-up with the Slim French door, which is intended to expand its coverage to include those living in smaller apartments or who don’t have large fridge alcoves. Hisense too is reporting strong sales coming from its expanding range of fridges. “Consumers continue to have an appetite for premium home appliances that best fit their lifestyle needs while putting less pressure on their hip pocket,” head of marketing, Andre Iannuzzi said. “In addition, over the past 12 months Hisense continued to look at fridges that are engineered for efficiency with cost-effective cold storage options while being luxuriously designed.” In November, Hisense releases a stainless steel bottom mount fridge for consumers who place value on reducing energy costs. The Samsung Family Hub has grown as a new category, spearheaded by the expansion of the range earlier this year, according to home appliances director, Jeremy Senior.

“Connectivity and the concept of the smart fridge is the biggest innovation we’ve seen in refrigerators for many years and the Family Hub excites customers to what is possible with a fridge. As this category develops we’ll offer more choice so more families can bring the benefits of a smart fridge into their home,” he said. “French door designs continue to be a key driver with customers leaning towards flexible storage options to maximise usage.” The worldwide launch of integrated column refrigerators and freezers from Fisher & Paykel introduces a new level of personalisation. “Customers love the idea of independent compartments inside their fridge, and we also know that different foods require different temperatures. We developed a system that combines the two behind a single door,” chief group engineer for refrigeration product development, Shane Rehm said. “Fridges can be placed away from freezers and with clever integration with large appliances effectively hidden, providing the ability to hide bulky appliances in plain sight.” Miele meanwhile continues to experience strong growth in the refrigeration category, driven by the breadth of range as well as design aesthetics which match Miele cooking appliances. “We are seeing consumer preference for quality and long-lasting appliances that complement the design of their kitchens,” head of category management, Robin Werth said.

Robin Werth – Miele.

AR REFRIGERATION

Chasnyn Ousmand – Panasonic.

“Built-in appliances at the top end of the market are popular as consumers increasingly seeking stylish, time and labour saving appliances that incorporate high-value technologies. Fully integrated fridge freezers are also in demand.” Smeg has announced a major collaboration with Disney, releasing a limited edition FAB fridge recently at the London Design Festival. To mark Smeg’s 70th anniversary and Mickey Mouse’s 90th, Smeg’s iconic FAB28 refrigerator has been adorned with a bespoke drawing of the famous Disney character. An image of Mickey is portrayed in black on the door of the pure white FAB fridge. Only 90 fridges are being produced, one for each of Mickey’s 90 years, with each appliance carrying a limited edition silver plaque signifying its unique production number. Smeg said the collaboration not only unites two global brand icons but also highlights a common ethos, that of bringing the family together, with a focus on good food and entertaining. Hitachi refrigerator sales, sold through a selective distribution channel, have been very positive, marketing manager, Mark Beard said. And with research showing Australians throw out billions of dollars’ worth of edible food every year, around one-third being fresh food and vegetables, addressing food waste is a priority. “Food waste consumer awareness is at an all-time high due to TV shows like ‘War on Waste’ and numerous newspaper 46

Appliance Retailer November 2018

articles,” he said. Consumers are also looking beyond stainless steel and white enamel finishes with glass finishes now ‘very on-trend, he said. Another key trend observed by Electrolux Home Products is for more fridge and freezer space, and the ability for consumers to customise this space based on their lifestyle. The company is also noticing a call to be more environmentally conscious, particularly when it comes to food waste. “Consumers are opting towards products that are more energy efficient with technology to help reduce this,” refrigeration and home comfort category manager, John Henley said.

John Henley – Electrolux.

The category has proven to be a strong performer too for Teco with 15% growth over 2017. The main factors responsible for the growth are continuity of supply, a family look and affordable and reliable products, national sales manager home appliances, David Gray said. “There is also a trend towards good design, convenience, useable features and efficiency being the main factors in the decision making process.”

According to Panasonic, the popularity and influence of renovation and lifestyle shows has helped to position appliances, such as refrigerators, from a replacement to an upgrade purchase. “Research shows that Australians continue to spend strongly on household appliances, suggesting growth opportunities in the market,” product marketing manager whitegoods, Chasnyn Ousmand said. As KitchenAid Major Appliances makes its debut in Australia, retailers will find that the range addresses the needs of consumers who are seeking premium products that combine chef-inspired design, artisan quality and exceptional performance, according to general manager for marketing, Liam Bryers. “French door and bottom mounts continue to gain traction in the refrigerator market and customisation options are key considerations in the purchase decision,” he said. “Also, technology to keep food fresher for longer and developing creative and innovative ways to integrate it into appliances has had an impact on the category.” The bottom mount category is a strong driver of sales growth within the Liebherr product portfolio, AndiCo national sales manager, Andrew O’Brien said. “Built-in integrated refrigeration continues to grow, with the strongest trend being in large capacity premium featured bottommount cabinets and French door.” The kitchen is now considered a design showpiece and focal point within the home, was the view put forward by Sub-Zero. Managing director, Andrew Mumford said the refrigerator category is strengthening along with a growing awareness and demand for luxury products. “Customers are looking for appliances that combine design flexibility, performance and durability.” AR

the new and improved

L4 Grande Glass coming soon all the good stuff you love, plus more » 4.0 star energy rating » Glass front door » Unique touch control panel » Modern flat design » Inverter technology » Ergonomic » Wide 800mm shelves » Large bottle pockets » Vegetable case » Twin fan multi airflow system » Available in:

Argent Silver

For more information on our products please visit www.mitsubishielectric.com.au

Phone: 1300 280 625

Brilliant Black

Glacier White

AR REFRIGERATION

RANGES

seamless design gaining in popularity

rising star for Mitsubishi Electric is the 370/402 litre bottom mount fridge with its compact design at an attractive price. Mitsubishi Electric introduced glass doors into the refrigerator market with the flagship model, the MR-WX743Y and due to an overwhelming response, glass door models were expanded with the launch of the MR-LX630 last year. Key design aspects that can be promoted to consumers include a colour choice that blends into the modern kitchen and a separate vegetable drawer with VitaLED lighting that slows down the wilting process. A non-plumbed automatic ice maker suits renters and the Supercool chilling function for perishable food ready to cook without freezing or defrosting, rounds out the features list. Arriving in time for Christmas is the MR-L710EN French door that features a modern, flat design with a glass door and forms part of the relaunched L4 Grande series. LG continues to investigate targeted product solutions and have 48

Appliance Retailer November 2018

Samsung Family Hub

noted that the layout of Australian homes often cannot accommodate wider French door fridges. This has led to improved design that provides smarter storage without sacrificing space, which has been addressed with the new Slim French door. Designed with accessibility and style in mind, it fully opens to allow an unobstructed and wide view of the contents, all within a compact space. The new black matte range complements the current sleek kitchen design trend. The growing interest for technology that enables food to stay fresher for longer is also paramount. LG’s unique ‘Pure ‘N’ Fresh’ air filtration technology to minimise odours, together with Linear cooling technology to help maintain the appearance and taste of fresh products for longer by reducing temperature fluctuations, are said to meet these consumer requirements. Hisense is investing in refrigeration solutions that help minimise household energy consumption without compromising on capacity. Its new stainless steel bottom mount model (HR6BMFF453S) arrives this month.

It offers inverter technology that allows consumers to store a variety of produce while still maintaining freshness along with a multi-function touch control panel. The multi-air flow system provides consistent and efficient cool air distribution and strategically placed LED lighting brightens every corner of the interior. Another cost-saving feature is the holiday power saving mode. Consumers have the option to reverse the door opening to fit seamlessly into the kitchen space. This year Samsung expanded its Family Hub range and now offers three models in the market. As the category develops, the company will offer more choice when it comes to introducing the benefits of a smart fridge into the home. In addition to the Woolworths app, Samsung have added Skool Bag, Nespresso, Ring Doorbell and Uber apps to help make life easier for Family Hub users who join the Family Hub Club. Membership is available for all customers via online registration that provides them with ongoing unique offers, product tips and update alerts. Making its worldwide debut is the Column collection from Fisher & Paykel that offers modular fridge and freezer columns that can be installed side-by-side or independently. Modules starting at 610mm offer the potential to install a generous fridge or freezer within small kitchens or cabinetry banks. Food care technology such as ActiveSmart adjusts airflow within the fridge, rapidly chilling new items to a safe temperature and also helps the fridge intelligently adapt to daily use and reduce energy consumption. The stainless steel interior features soft-close, full extension metal bin runners, and robust cantilevered glass shelves with metal trim. The fridge and freezer each have three temperature modes, controlled from a central panel to suit how users shop, cook and entertain. Miele believes with the increasing focus on healthy living, consumers are drawn to refrigerators which will maintain food freshness for longer. They are also conscious of rising energy costs and the desire for ‘green’ living continues to gain in popularity and with it, products

that save time, money and valuable resources. The combined effects of all these trends have accelerated the growth of refrigeration that is energy efficient and environmentally stable. Demonstrating Miele’s commitment to sustainability is the K30000 integrated refrigeration range comprising the KFNS 37432 iD with a 3.5 star energy rating. These fully integrated appliances can be installed individually or side-by-side. Smeg’s FAB28 refrigerator, with its 50s-inspired design, is Smeg’s most widely recognised appliance and acclaimed as a genuine global design icon. Interior features of the refrigerator include adjustable glass shelves, chrome shelving supports, metal wine racks, LED strip lighting, an ice compartment and a Life Plus drawer that keeps fruit and vegetables fresher for longer. Each FAB28 has a total gross capacity of 281 litres.

MAKING ITS WORLDWIDE DEBUT IS

Miele KF 1911Vi MasterCool Integrated Refrigerator

THE COLUMN COLLECTION FROM FISHER & PAYKEL THAT OFFERS

MODULAR FRIDGE AND FREEZER

COLUMNS THAT CAN BE INSTALLED SIDE-BY-SIDE OR INDEPENDENTLY.

The biggest design advance put forward by Electrolux Home Products is the new fridge-tofreezer Convertible Drawer which is available now across both Electrolux and Westinghouse models. The Westinghouse French Door Convertible Drawer (WHE6874SA) offers customised storage solutions and flexibility. It comes with five predefined drawer settings that can be set from -23°C to 7°C, offering what is claimed to be the widest temperature range on the market. KitchenAid has integrated shock freezing and blast chilling technology into its Fjord side-by-side refrigerator, as well as a component of its Chef Touch sous vide system. Sensor Fresh technology ensures the ideal temperature and humidity levels to keep produce fresher for longer. The Dynamic 0° drawer creates the best

Gaggenau 400 series Vario Fully Integrated Refrigerator RC 462 504 www.applianceretailer.com.au

AR REFRIGERATION Hitachi RX730GAX French Door Refrigerator

AUSTRALIA’S FIRST 5.5 ENERGY STAR RATED REFRIGERATOR,

THE BOTTOM MOUNT LIEBHERR CNEF 4315 HAS BEEN

RELEASED BY ANDI-CO. Whirlpool WQ70900SXX French Door Refrigerator

Appliance Retailer November 2018

possible conditions for all food while the shock freezer can be activated on demand and can freeze up to 2kg of food in four hours. Premium design elements include oak shelving and cheese box accessory, to take cheese directly from fridge to table. Whirlpool meanwhile has entered the French door segment with a 677-litre model (WQ709005XX) with features that combine to reduce food wastage and save energy over the holidays. Whirlpool 6th Sense technology, powered by an inverted compressor, ensures precise and consistent temperature control as the Sense Freeze Lock minimises fluctuations in the freezer, reducing freezer burns. FlexiFreeze compartments feature variable temperature levels, SoftFreeze is ideal for food consumed within a week while MildFreeze keeps ice-cream ready to serve. Holiday mode runs minimal cooling cycles when the door is not opened regularly. This year Teco expanded its Hybrid range to include a 418 litre single door model for consumers looking for a large pigeon pair and a 268 litre single door Hybrid, available in white and stainless steel. The Hybrid 142 litre and 198 litre chest freezer/refrigerators were introduced for consumers who like to entertain and now have the choice to switch the chest freezer to a refrigerator to have a large cooler box. Both have 3.5 star MEPS (freezer)/4.5-star MEPS (refrigerator) ratings. The 295-litre model comes with 3.5 star MEPS rating for refrigerator and freezer. The flagship model within the exclusive ‘Made in Japan’ Hitachi range is the RX730GAX with fully mirrored glass French doors, swipeto-open technology and easy to open soft touch drawers. Other models sport sleek tempered glass French doors in black or white finish. The company addresses fresh food waste with several models featuring Aero Care in the vegetable compartment, an innovative platinum catalyst that creates an optimal environment that sustains freshness and nutrients. Technology in the vacuum compartment extracts air to keep meat and fish fresher. Other core features across the range are an auto icemaker, triple deodorisation filter and a 4-star MEPS energy rating.

The latest additions from Panasonic comprise four premium models in 653 and 533-litre capacities in silver or white with glass door finishes. The multi-door design allows for optimal storage of food groups in separate compartments, complemented by nanoeX technology that is said to effectively suppress more than 99.99% of bacteria and odours. The extendable fresh fruit and vegetable compartment has a fullwidth design for extra-long produce and a separate drawer for fragile items. Econnavi technology allows for up to 10% reduction in energy usage while the new storage sensor detects changes in the amount of food being stored, adjusting the temperature accordingly. Australia’s first 5.5 energy star rated refrigerator, the bottom mount Liebherr CNef 4315 has been released by Andi-Co. It comes with traditional Liebherr features such as SuperCool, SuperFrost and BioCool-Box for fruit and vegetables. DuoCooling claims to deliver clear benefits and results compared to traditional cooling methods such as no odour exchange between the fridge and freezer. The fridge and freezer can also be switched on or off independently from each other. Gaggenau recently added three new models to its premium Vario 400 series of fridges and freezers. The RC 462 504 is a fully integrated built-in that can be installed alongside the 400 series freezers and wine cabinets. The RF 463 505 Vario freezer with ice maker and water dispenser features a motorised shelf, LED light pillars and ceiling spotlights. The RY 492 504 fridge/freezer with ice maker features a stainless steel interior with anthracite aluminium elements. The dual refrigeration system, pioneered by Sub-Zero keeps food fresher in the cool, moist air while frigid, dry air prevents frost and freezer burn. An air purification system, inspired by NASA technology, reduces odours, mould, bacteria, viruses and ethylene gas which is said to hasten spoilage. Interior air is refreshed every 20 minutes to preserve food for longer and reduce food waste. There are 48 models in the range, from compact 457mm integrated columns up to 1219mm side-by-side units. AR

Mitsubishi Electric French Door Refrigerator MR-L710EN `` Inverter technology `` Twin fan multi airflow system `` 800mm shelves `` Large bottle pockets

KitchenAid Fjord Sideby-Side Refrigerator `` Sensor Fresh technology `` Antibacterial filter hygiene `` Humidity control `` Fridge noise level 38 dBA

Designed for larger living spaces with a 710-litre capacity, this French door design with a glass finish on the door is perfect for entertaining and is a stylish addition to the family kitchen.

RRP: TBC

Mitsubishi Electric: 1800 811 212

PRODUCT GALLERY

RRP: $10,999

KitchenAid: 1300 363 344 Maximising the 615-litre capacity is easy by the efficient space management within the fridge and freezer with five adjustable balconies and multiple drawers ensure a place for everything.

LG Slim Black Matte French Door Refrigerator GF-L570MBL `` Pure â&#x20AC;&#x2DC;Nâ&#x20AC;&#x2122; Fresh air filtration `` Door cooling `` SmartThinQ for remote control `` Slim indoor ice maker

Slim width for a slim fit. This new 835mm wide Slim French door fridge has been designed to fit alcoves as narrow as 850mm in width.

RRP: $2,599

LG: 1300 542 273

www.applianceretailer.com.au

AR REFRIGERATION

Liebherr Bottom Mount Refrigerator CNef4315 `` SuperCool/SuperFrost/ NoFrost freezer `` Touch control LCD display `` BioCool Box for fruit and vegetables `` 5.5-star MEPS energy rating

RRP: $2,599

Andi-Co: 1800 685 899 Two independent cooling circuits allow for the fridge and freezer to be switched off independently of each other and prevents food odour exchange between fridge and freezer.

PRODUCT GALLERY

Electrolux Stainless Steel French Door Refrigerator EHE6899SA Hisense Stainless Steel Bottom Mount Refrigerator HR6BMFF453S `` Multi-function touch control panel `` Reversible door `` Inverter technology `` Multi-Air flow system

RRP: $1,199

Hisense: 1800 447 367 A 543-litre fridge engineered for efficiency with a 4.5-star MEPS energy rating to reduce heat and energy output that encapsulates a minimalist design to suit the modern kitchen.

Appliance Retailer November 2018

`` FlexFresh convertible drawer `` SnackZone for storing small items `` TasteLock easy glide crispers `` TwinTech cooling

RRP: $3,499

Electrolux Home Products: 1300 363 640

Cutting edge technology with the Electrolux Life app monitors produce and adjusts the temperature from a smartphone. Alerts can be received through the app when desired temperature is reached.

PROMOTIONS

FROM THE FLOOR

Status Plus – Ashley Balderson

n Far North Queensland the refrigerator season has arrived and sales are taking off, according to Status Plus director, Ashley Balderson. Smeg, Beko, Fisher & Paykel, LG and Liebherr offerings are being well received . “Consumers are past investing in products that don’t go the distance, especially with their refrigerator which is this life support system for the home. Food preservation, ice and water in the door which is not wasting usable space, the cool little compartments and telescopic runners are a hit,” he said. Asked about how important energy efficiency is and “massive” is the word. “Everyone is upset at rising electricity costs and energy efficiency is relative for fridges that consume a lot of the household quota. Where are the Tesla batteries in Queensland?” Balderson is also noticing a trend to larger models that can accommodate more items. “Consumers love to cook, even more so with the advent of the cooking show euphoria and fridges have become status symbols. Wi-Fi is picking up fans because people like to know what’s in the fridge, we love gadgets and everyone is connected these days.” As for finishes black is the new black and black stainless is definitely a goer and integrated is still extremely popular.

Most business is an even split between new homes and replacement, along with renovations. “Everyone wants the latest and greatest thanks to ‘The Block’. While everyone has a budget, people always listen to what’s new and features that they can identify with,” he said. Another sales puller is wine cellars, a show stopper that people want to have in their home to impress all who see it, as well as those who are serious about their wine. And online sales? “For me, online has its place but people need to feel and touch a big purchase so bricks and mortar will always win out. People crave to be a part of a family and when done properly, retail stores can build on this need to belong.” As for online competitors Balderson was succinct. “Best of luck. It’s an open market and consumers will gravitate to where they feel they will be looked after, get the best value for their spend, as well as those on the other side of the ledger who are simply price driven. “Consumers are savvy, well educated and over the ‘wham bam thank you’ sale where pure cost-only products have failed them. For me, brand recognition and association with reliability, longevity and peace of mind is where the market is heading.” His view on promotions came with a warning as he sees the ‘sale, sale, sale’ mode rife in the market with some retailers driving it along with a sale every week. “Consumers are pre-programed to purchase only when the sale is on and promotions become relative to this as each brand wants to grab more market share and promote their product. Consumers love the giveaways and bonus items. The list goes on as prices seem to go further south, margins erode and consumers are crushing it. It’s a tricky place we are all stepping into. So yes, promotions are deadly effective.” AR

An LG French door fridge promotion runs from November to January offering up to $300 cashback on selected models.

MIELE

Miele Home Rewards gives savings of up to 10% on refrigeration appliance packages with further offers available when coupled with other product-specific promotions.

LIEBHERR

The promotion schedule from Liebherr includes cashback via redemption on selected appliances in November and December supported by gift card offers also available in December.

SAMSUNG

Until December 31, 2018, consumers who purchase a Samsung Family Hub fridge can join the Family Hub Club to receive a 12 month Woolworths online delivery saver pass and 210 days of offers from app providers.

www.applianceretailer.com.au

AR WINE CABINETS

OUTLOOK

Growing opportunities for wine and beverage connoisseurs BY KYMBERLY MARTIN

t’s been another year of volume and value growth for wine cabinets and beverage chillers. While still an emerging category more consumers are considering purchasing and installing a wine cooler at home, Euromonitor analyst, Jorge Rosas said. “Kitchen renovations and industry-wide efforts to educate the consumer on wine preservation continue to be the strongest drivers of growth in the category.” The latest sales data from market research group IRI is showing a strong performance for premium formats across all beverage segments, with 54

Appliance Retailer November 2018

pinot noir, shiraz and champagne among the high performers. According to IRI, the continued growth of premium products heralds a buoyant market with increased opportunities for retailers to prosper and grow to satisfy the needs of a changing consumer and marketplace. The macro trend of recent years continues with Australians drinking less alcohol but better quality, more interesting and premium products, a key feature in all market segments. Electrical retailers can benefit from these wine category champions by highlighting the opportunities when it comes to wine cellars and chiller cabinets.

One retailer recognising the potential of the category is Status Plus. Wine cellars have become a sales puller for the Cairns store, with proprietor Ashley Balderson describing the appliances as a “great product”. He said these are another show stopper that people want to have in their home to impress all who see it, as well as those who are serious about their wine. “Liebherr and Transtherm are excellent as well as Vintec, but Ilve has appeal too with its unique style and is popular with those in the know,” he told Appliance Retailer. Read more about Status Plus in our Refrigeration Feature, from page 44, in this issue. AR

TRENDS

State-of-the-art refrigeration

e’Longhi is relaunching into the popular wine cabinet category with a new range comprising four models, spanning both single and dual zone, compact and full size models as well as a beverage cabinet. Passion meets precision when it comes to Dolce Stil Novo. This collection of luxury kitchen appliances from Smeg, is designed to meet the most exacting standards of passionate cooks and now for dedicated wine aficionados, with the launch of new wine cellars and sommelier drawers.

John Henley – Electrolux.

Electrolux Home Products is pleased with its category performance to date, experiencing growth with retail partners. “With food and drink culture on the rise, consumers are developing a keen interest in cellaring and want information and appliances which will help them store their wine in exactly the right conditions,” category manager, John Henley said. “We find that consumers start their wine journey with a small cabinet, then, as their knowledge and enjoyment grow, they return for a larger cabinet to cellar their expanding collection.” Eurolinx is seeing increased awareness for wine storage and preservation, which lends itself to the educated consumer of today. “It has become a product that is now included in the kitchen planning phase as a necessity and not a desirable or wishlist item,” marketing manager, Daniel Bertuccio said.

“THE WINE CABINET HAS BECOME A PRODUCT THAT IS NOW INCLUDED IN THE KITCHEN PLANNING PHASE AS A NECESSITY AND NOT A DESIRABLE OR WISH-LIST ITEM.” – Eurolinx, Daniel Bertuccio.

“While this is a new category for Ilve, we are experiencing growth for in-column tower wine cellars but the under-bench range is still the most popular. “As a sponsor of the Good Food and Wine Show, Eurolinx has the opportunity to deal face-to-face with wine aficionados and passionate wine drinkers. These events give us a good insight into the people most inclined to purchase a product in this category,” he said.

Daniel Bertuccio – Eurolinx.

Andre Iannuzzi – Hisense.

With the warmer weather and festive season upon us, Australians are looking to upgrade their entertaining areas and being able to enjoy perfectly chilled wine and beverages has become desirable, Hisense head of marketing, Andre Iannuzzi said. “Style and aesthetic are important but consumers want wine storage solutions that can preserve the quality of both red and white wine. As such, we have recently seen an uptick in the popularity of dual temperature zones.” www.applianceretailer.com.au

AR WINE CABINETS

Liebherr wine cabinets are no longer considered a luxury appliance as more consumers become aware of the importance of proper storage conditions for wine. “There is also an ongoing increase in entertaining at home and an appreciation for food and wine culture,” Andi-Co national sales manager, Andrew O’Brien said. “The wine segment continues to grow within our overall refrigeration portfolio and the introduction of a built-in fully

cabinets with a full stainless steel commercial finish, he said. “As well as making a stunning presentation product, it provides the perfect environment for storing wine. The Liebherr product research and development team in Germany conduct ongoing research to develop products to be at the front of consumer trends and exceed customer expectations.”

ANOTHER STRONG TREND

COMING FROM LIEBHERR IS CUSTOMERS INVESTING IN

PREMIUM DUAL AND TRIPLE ZONE CABINETS WITH A FULL STAINLESS STEEL COMMERCIAL FINISH. Andrew O Brien – Andi-Co.

integrated dual zone wine cabinet, that complements the Liebherr integrated refrigeration product range, is having the biggest impact on the category for us.” Another strong trend coming from Liebherr is customers investing in premium dual and triple zone 56

Appliance Retailer November 2018

Australians’ love affair with outdoor entertaining has led the growth of all-weather alfresco entertaining areas for GAF. “Paired with this is an enjoyment of wine that has influenced a greater appreciation, knowledge and understanding of how to best keep and serve our favourite beverages,” national sales manager,

Tim Kendall – GAF.

Tim Kendall said. “Today, there is a wealth of purpose-designed fridges and cabinets for storing and keeping wines, beers and soft drinks.” Sub-Zero is also noticing a trend towards luxury appliances and the wine category is no exception as the kitchen increasingly becomes an entertainment space. “A purpose built appliance is an easy conversation piece, which in turn makes it an integral aspect of home entertainment and growing demand for Sub-Zero wine storage units are a testament to this,” managing director, Andrew Mumford said. “While popular in the kitchen, they are also being used in other entertaining areas in the home such as the dining and living areas or the home theatre.” AR

Pairs beautifully with every wine. Nothing beats the enjoyment of good quality wine at the perfect temperature. De’Longhi Wine Cabinets are a great way to keep a wine collection in the best possible shape. UV tinted triple glazed doors protect against condensation and damaging light plus precise temperature control keeps wine at its optimum level. Give wine the best start with a De’Longhi Wine Cabinet. For more information, contact your De’Longhi representative on 1800 126 659 or visit www.delonghi.com.au

BONUS CHEESE BOARD

Beverage cabinet

Compact single zone

Compact dual zone

Full size single zone

VALUED AT $139.95 RRP

SET & 6 KROSNO WINE GLASSES.* Ends Dec. 31, 2018. *Terms & conditions apply.

Better Everyday

AR WINE CABINETS RANGES

Let’s drink to these

e’Longhi’s latest range of wine cabinets is highly featured, predominantly stainless steel, with a brushed stainless steel handle to match De’Longhi built-in cooking appliances. The range consists of four models, spanning both single and dual zone, compact and full size, as well as a beverage cabinet. All models have reversible doors, and can be built-in or freestanding to suit any installation requirements. “Consumers will have access to a wider temperature range, better insulation, more efficient gas and a lockable cabinet with internal controls,” senior category manager, Jessica Hull said. The hero wine cabinet (DELWC166S) carries features for wine enthusiasts in mind. It holds 166 Bordeaux bottles within a stylish cabinet that allows users to set a single desired temperature. The internal cavity is made with vibration absorption pads to prevent deterioration of flavour. There are 16 shelves with telescopic beechwood runners to avoid mould, as well as UV-resistant and triple glazed glass doors to prevent sunlight impacting the flavour of the wine. During the launch period, De’Longhi will install in-store displays that replicate the atmosphere of a premium bar and offer a gift-withpurchase in the lead-up to Christmas. The Dolce Stil Novo (translated to ‘Sweet New Style’) collection from Smeg, is designed by Italian architect Guido Canali. Featuring minimalist styling in black Eclipse glass with refined copper or stainless steel detailing, the wine cellars’ aesthetics mirror the design of the collection’s other appliances for installing in perfect alignment. The 45cm built-in wine cellar, houses 18 bottles and the under bench wine cellar has a 38 bottle capacity, both 58

Appliance Retailer November 2018

Vintec Wine Cabinet V190SG2E-BK

Artusi Bar Fridge ABC1B

with dual temperature zones to ensure different wines can be cellared in ideal conditions simultaneously. Each wine cellar features a low vibration cooling system with internals crafted in pure oak. The ventilation function maintains ideal humidity levels while a carbon filter removes odours, ensuring air quality remains constant, preventing corks from absorbing smells. Solid oak sliding racks are removable for flexibility in cellaring and preserving a mixed collection of wines while shaped housings enable racks to accommodate bottles of different diameters and heights. The sommelier drawer complements the wine cellars and is equipped with the highest quality sommelier tools for serving, storing and recording wines. The drawer’s tasting kit includes steel and wood corkscrew, steel vacuum wine saver with two silicone corks, Spumante wine cork, cork wine pourer, dripcatcher, sparkling wine steel and wood cork, Spumante pincers, thermometer with housing, red wine cork and steel funnel with wooden handle. The Dolce Stil Novo built-in wine cellar has been awarded three international design awards, Good Design, iF and Red Dot. The Electrolux Home Products consumer wants products which offer functionality and good looks and there is a move to full black glass that delivers a more premium appearance. “Consumers are also considering cabinets with improved layouts for easy storage of different bottle shapes, from Bordeaux to the Barossa, as well as new electronics and connectivity options,” John Henley said. The versatile Vintec wine cabinet (V190SG2E-BK) can hold up to 198 wines with multi-temperature technology to keep wine at optimal drinking temperature. The cabinet has an externally housed compressor, rubber shock absorbers and vibration absorbing wooden shelves.

S MEGâ&#x20AC;&#x2122;S F INEST EV ER

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SMA18928

1 8 B OT T L E W I N E C E L L A R A N D M ATCH ING SOM M EL IER DR AW ER FEATU R ED

dolcestilnovo.com.au

AR WINE CABINETS The Artusi (ABC1B) from Eurolinx is claimed to be ‘Australia’s coldest bar fridge’ designed for today’s entertaining household, with party and super cool mode that takes beverages to a cool -5°C to -10°C. The black triple glazed glass door with black cabinetry can accommodate up to 66, 330ml beer bottles; 108, 375ml soft drink cans and 10 freestanding bottles. It comes with auto defrost, three retractable shelves, touch control, LED lighting, heated glass door to reduce condensation, a handle moulded onto the door frame and door open alarm. The Ilve tower wine cellar (ILWD154X) is another must-have in a wine-lover’s kitchen. It keeps wine in a temperaturecontrolled environment, with optimal humidity settings, for short or long term storage. Other features include an internal white LED light, electronic touch control panel, wooden shelves that can easily house ready-todrink or matured options, humidity control and child door locks. The Hisense 30 bottle cabinet (HR6WC30) offers wine-loving consumers a large capacity with variable temperature levels for maintaining wine quality and ensuring beverages are kept at the ideal serving temperature at all times. To preserve wine quality, wooden shelves reduce the impact of chemical aromas on stored wine, while UV-treated tinted glass doors, dark interiors and dimmed internal LED lights minimise the effect of harmful UV light. It features electronic temperature controls and a stylish no-frame glass door, all within a sleek black design. This freestanding wine conditioner from Miele (KWT6831SG) is definitely for the wine investor. Holding 178 bottles it comes with three controllable temperature zones with separate digital controls, for storing red, white, champagne and sparkling wines at different temperatures. There are 13 storage levels, including 10 telescopic wooden shelves with labels. A constant humidity level of 70% keeps corks from drying out, while Dynamic Cooling draws in ambient room air via active charcoal filters, eliminating the risk of heat pockets. Tinted, tempered glass filters out UV rays and there is a door lock for added security. 60

Appliance Retailer November 2018

Miele Freestanding Wine Conditioner KWT 6831 SG The latest addition from Andi-Co is the Liebherr integrated built-in dual zone wine cellar with a triple glazed glass door (EWTdf 3553). It can be installed using cabinetry to suit kitchen decor or with an optional stainless steel frame and handle. The slim design allows the wine cabinet to seamlessly integrate into the kitchen without comprising space. In addition to the 80 bottle capacity, there is a triple glazed tinted glass door, internal temperature display, dimmable LED lighting, nine hand crafted beechwood shelves and eight shelves mounted on telescopic rails with a base shelf in each zone. A summer launch from GAF is the Heller retro design bar fridge/ freezer (RBFH90) in red or black. The 90 litre unit features two shelves, can dispenser and in-door storage and joins the wide range of Heller bar fridges, wine and beverage coolers. These include the BFH6, a 47 litre model with ice cube freezer, single shelf and in-door storage and the BFH70, with identical features but with an extra shelf, in white or black. The most popular bar fridge, the BFH116, fits

under a standard bench top and comes with a freezer, two shelves, vegetable crisper and in-door storage, available in black, white or silver. The latest additions to the Heller range are the under-bar beverage fridges, the two door (HUB2) and three door (HUB3). In 208 litre and 330 litre capacity with two shelf levels, lockable double tempered glass doors, temperature range from 0° – 10°C, LED display, available in black finish. The ACC80 Alfresco Cooler Cart, ‘ice chest on a trolley’, has an 80 litre capacity, in-built bottle opener and cap bin, fitted with two lockable trolley wheels and water drainage tube. Gaggenau recently introduced the Vario cooling 400 series, a fully integrated, built-in modular refrigerator, freezer, fridge-freezer and wine climate cabinets that can be partnered to meet an array of interior needs. Taking inspiration from the oak barrels used to age wine, it features telescopic rails, which allow oak and dark anthracite aluminium bottle trays to fully extend for gentle handling. Further safeguards are provided by the cabinet’s low vibration, humidity regulation and an activated charcoal air filter that protects the wine from odour contamination. Up to three independently controlled climate zones can be adjusted via the newly installed intuitive TFT display that allows part of the wine collection to be stored in cellar-like conditions while bottles can be served on demand. The series includes five preset lighting scenarios for showcasing prized collections. Sub-Zero wine storage units combine high-quality materials, advanced technology and design, and a 70-year tradition of American craftsmanship. They act not merely as coolers but as guardians against heat, humidity, vibration and light, the four enemies said to rob wine of its complexity and character. Individually controlled storage zones maintain wine’s temperature within 1°C of set point, holding wines at precisely the preferred storage and serving temperature. Racks glide smoothly, providing easy access without agitating wine. UV-resistant, bronzetinted glass prevents light exposure and dual evaporators maintain constant, moderate humidity. AR

Smeg Dolce Stil Novo Compact Wine Cellar CV1618NR `` Precise temperature control between 5°C and 20°C `` UV protection `` Vibration free `` Carbon filter removes odours

RRP: $3,490

Smeg: 02 8667 4888

PRODUCT GALLERY Heller Bar Fridge RBFH90 `` 90 litre capacity `` Can dispenser `` In-door storage `` Two shelves

RRP: $389.95

GAF: 03 8368 1800

Hisense Bottle Cabinet HR6WC30 `` Variable temperature levels `` Single temperature zone `` Electronic temperature zone control `` Wooden shelves and full glass door

RRP: $499

Hisense: 1800 447 367

De’Longhi Wine Cabinet DELWC166S `` 166 Bordeaux style bottle capacity `` Single zone temperature control from 5°C to 22°C `` Beechwood shelves with telescopic runners `` Lockable cabinet with electronic lockable controls

RRP:

$2,599

De’Longhi: 1800 126 659

www.applianceretailer.com.au

AR MICROWAVES

OUTLOOK

Sales growth subdued by slowdown of innovation BY EMILY BENCIC

he microwave category experienced a slowdown in consumer demand in 2018, resulting in unit declines and marginal value growth year-on-year, according to data provided by Euromonitor. “Market saturation in Australia continues to be a difficulty for manufacturers as demand slows,” research analyst, Jorge Rosas said. “Brands are trying to differentiate their offerings with innovative designs, 62

Appliance Retailer November 2018

colours and finishes. However, no significant technological innovation has been seen in the past year, which has affected category sales performance.” Despite the sales slump, consumers continue to look for multi-functional microwaves with different cooking options available, as the microwave is no longer perceived just for its heating functionality, according to Rosas. However, data from GfK for the year to August 2018, showed a 1.3% increase in units, driven by smaller

capacity freestanding models (25 litres or less) and larger capacity models (35 litres or more), despite a 3.3% decline in value. The data also showed that the average price of a microwave oven dropped by 5%, now at $182. Models with inverter technology and flatbed technology recorded unit growth of 4% and 19%, respectively, as these products became more affordable with ASPs of both technologies falling over the last 12 months. AR

TRENDS

Multi-functionality remains key

Brad Reed – LG.

onsumers are looking for increased functionality coupled with premium design when it comes to microwaves, according to LG senior category marketing manager for home appliances, Brad Reed. “Consumers want a wide range of cooking capabilities to prepare meals in an efficient and healthy way. Our LG NeoChef sales have been extremely pleasing as expectations continue to be met,” he said. “LG has a wide portfolio of designs and models with fantastic performance and features, as well as competitive

pricing. With our large range of options, we have been able to offer our customers models to meet a range of kitchen needs,” he added. As kitchen space becomes smaller, consumers are looking for more than a conventional microwave that just reheats food, was the view put forward by Shriro senior product manager for kitchen appliances, Michael Sultana.

AS KITCHEN SPACE BECOMES SMALLER, CONSUMERS ARE

LOOKING FOR MORE THAN A

CONVENTIONAL MICROWAVE THAT JUST RE-HEATS FOOD.

“This has led to a trend toward built-in appliances, including the microwave oven. Omega and Blanco offer options that accommodate this trend,” he said. Midea sales director, Mark Rains echoed this view, suggesting that consumers want to make smaller open plan kitchen areas work more effectively. “This is why we have introduced a microwave function to our Edge range of 60cm built-in ovens, removing the need for a separate microwave on the bench. This increases storage and cooking preparation areas,” he said. “Midea is the number one manufacturer of microwave ovens and is always looking at new technologies and how it can add value to categories.”

Mark Rains – Midea.

www.applianceretailer.com.au

AR MICROWAVES

Samantha Dawson – Panasonic.

Panasonic product marketing manager for microwaves, Samantha Dawson has also seen a trend toward consumers seeking out practical solutions to maximise counter space in compact kitchens. “Our new microwave oven range is ideal for any home or apartment where kitchen space is a prime consideration,” she said. “We also know that Australian families are busier than ever with longer work hours and extracurricular activities for children. With this in mind, we have launched a new 3-in-1 combi microwave to make preparing meals easier.” For Miele, steam cooking continues to gain popularity. “Consumers are increasingly seeking to cook healthy, nutritious meals at home, but at the same time, want stylish and time-saving 64

Appliance Retailer November 2018

appliances that incorporate high-value technologies,” category manager for built-in and beverage preparation, Kylie Taylor said. “Microwaves and speed ovens make the ideal choice for time-poor consumers who demand an easy and convenient means of preparing meals, snacks and frozen foods in next to no time.” More Australian consumers are now using their microwave to cook meals, particularly those with busier lifestyles, according to Sharp head of consumer electronics, Hans De Jong.

Consumers want one appliance that does it all, Whirlpool general manager for marketing, Liam Bryers said. “There is an increased awareness of nutrition, which has led to a strong desire to prepare simple, healthy meals quickly so consumers want their microwaves to go beyond heating and defrosting. The crisp function on our microwave ovens allows users to cook a pizza in just eight minutes.” Whirlpool continues to work with Australian brand ambassador, Scott

SHARP HAS PARTNERED WITH HEALTHY-LIVING AMBASSADORS, SUCH AS ELENA DUGGAN, 2016 MASTERCHEF WINNER, TO SHOW CONSUMERS TIPS AND TRICKS OF COOKING WITH A SHARP MICROWAVE. “Sharp has partnered with healthy-living ambassadors, such as Elena Duggan, 2016 Masterchef winner, to show consumers tips and tricks of cooking with a Sharp microwave,” he said. Sharp was awarded the 2018 Canstar Blue Award in microwaves with five-star reviews for cooking functions, even heat distribution, appearance and ease of use.

Gooding and is committed to local community food festivals including Crows Nest Food Festival and Norton Street Italian Festa. “As the official Cooking Stage partner, these festivals provide the opportunity to connect our consumers and showcase how our innovations and technologies can simplify the cooking experience at home,” he said. AR

RANGES

Advanced features coupled with compact designs

he LG NeoChef microwave oven (RRP $709) sports a sleek, minimalistic design, complete with inverter cooking technology to enable a more even distribution of heat and more precise temperature control. It can cook, reheat, defrost and fry foods. The Anti-Bacterial EasyClean interior coating makes cleaning simple and convenient, while the Healthy Fry feature is designed to reduce the amount of fat in food after frying. The interior white LED lamp on the NeoChef is three times brighter and more energy efficient than the incandescent light on other LG microwaves. The Omega built-in microwave OMW34X (RRP $499) has been designed for smaller spaces such as studios and apartments. Features include a 34 litre capacity, 10 auto menu options, grill function, multi-stage cooking and an LED display. This model is accompanied by the OM30X standard microwave and OM30CX convection microwave that can be freestanding or built-in with the Omega trim kit. The Blanco built-in microwave BM32CX (RRP $599) offers a 32 litre capacity, 10 power levels, 10 auto cook

Blanco BM32CX Built-In Microwave

THE MIDEA MMWV30B VERSA HAS A 30 LITRE CAPACITY,

900 WATTS OF MICROWAVE

POWER, AN LED DISPLAY AND HOME FRY FEATURE FOR HEALTHY FRIED FOOD.

options and speed to touch cook. It also has convection and grill functions, as well as a defrost option. There are two new microwave ovens from Midea. The MMWV30B Versa (RRP $349) has a 30 litre capacity, 900 watts of microwave power, an LED display, Home Fry feature for healthy fried food and comes with a two year warranty. Its 10 auto cook functions include auto reheat, potato, meat, vegetable, fish, pasta, soup, cake pizza and chicken. The OM70E-E1 Speed Edge oven (RRP $1,499) has a 72 litre capacity, gourmet auto menus, fast preheat function and reduces cooking time by 30%. There are seven new models in the Panasonic microwave oven range. The hero product is the Panasonic NN-CD58JS 27 litre combination microwave oven (RRP $549) with 3-in1 convection, grill and combination cooking. The 34cm turntable and spacious interior allows for use of larger plates and dishes. A preprogrammed Junior Menu contains eight options designed for children. Miele DGM 6401 and DGM 6800 steam ovens with microwave allow gentle defrosting and uniform cooking to be achieved in one single composite program where microwave energy

Midea Versa MMWV30B Microwave

www.applianceretailer.com.au

AR MICROWAVES Sharp R-890E Smart Convection Microwave

THE TWO FLAGSHIP WHIRLPOOL CRISP N’ GRILL CONVECTION MICROWAVES FEATURE 6TH SENSE TECHNOLOGY THAT

DETECTS THE SIZE AND WEIGHT

OF FOOD AND SETS THE COOKING PARAMETERS ACCORDINGLY.

Bosch Series 8 Compact Built-In Combination Microwave Oven

Gaggenau 400 Series Combination Microwave Oven

Appliance Retailer November 2018

alternates with steam. In microwave mode, it provides fast and effective heating while, in steam oven mode, the healthy quality-enhancing properties of steam are maintained in food. Key features include 40 litre capacity, 1,000 watts of power, electronically-controlled automatic programs for more than 150 dishes with the ability to save up to 20 personalised programs. It is available in CleanSteel finish, as well as Brilliant White, Obsidian Black and Mink colour combinations. Sharp has experienced significant growth in the category following the successful launch of six new smart microwaves earlier this year. Smart inverter technology offers more even and controlled cooking, as well as shorter cooking times. The smart convection feature enables users to produce baked and roasted dishes. New to the range is a 7-digit LED display that allows more information to be shown on the microwave to better understand functions and cooking menus. The two flagship Whirlpool Crisp N’ Grill convection microwaves feature 6th Sense technology that detects the size and weight of food and sets the cooking parameters accordingly. Unique to this microwave is Crisp Fry technology that enables consumers to fry foods such as hot chips, battered fish or schnitzel without needing to add oil. The dual-emission 3D Microwave Distribution System heats the cavity fast and cooks from all angles. The 900 watt grill and 800 watt microwave power are combined with features such as Forced Air, Steam and Defrost, a sleek black finish and LCD touch-button control panel. The Bosch Series 8 compact oven with microwave CMG656RS1A (RRP $3,049) features a PerfectBake sensor, PerfectRoast and microwave function for automatic and fast cooking. The TFT touchscreen has a control ring with full text and colour images. The Gaggenau 400 Series combi-microwave oven BM 454 110 (RRP $8,499) features 15 automatic programs (four defrosting, four cooking and seven combination programs) and an option to save individual recipes. Its stainless steel finish is complemented by a handleless door with automatic opening. AR

PROMOTIONS

With the purchase of an LG NeoChef microwave or convection oven during Mother's Day, consumers receive two bonus movie tickets.

MIELE

SHARP

A Lite n’ Easy bonus dinner meal microwave campaign during Mother’s Day and Spring was a huge success for Sharp. With the purchase of an eligible microwave, customers were able to redeem seven Lite n Easy dinner meals valued at $82.

WHIRLPOOL

An integrated ‘Crispmas’ campaign will be rolled out in-store and across digital and social channels to drive awareness of the Whirlpool Crisp N’ Grill range.

LG NeoChef 39L Smart Inverter Convection Oven

With a varied selection of cooking options, this microwave oven is an ideal alternative to more traditional microwaves. With a sleek and minimalistic design, it is available in an on-trend matte black finish.

`` Healthy Fry feature `` Anti-Bacterial coating `` Inverter technology for even heating and defrosting `` Bright internal lighting

RRP: $709

LG: 1300 542 273

PRODUCT GALLERY Panasonic 27L Combination Microwave Oven NN-CD58JS `` 3-in-1 convection, grill and combination cooking `` 34cm turntable `` Junior menu designed for children `` Inverter technology

RRP:

$549

Panasonic: 132 600 With a 20% reduction in size compared to conventional combination ovens, this model is suitable for smaller kitchen spaces.

Whirlpool Crisp â&#x20AC;&#x2DC;Nâ&#x20AC;&#x2122; Grill Convection Microwave MWCF25BK `` 3D distribution for even cooking `` 25 litre capacity `` 800 watt power `` Crisp function to cook, crisp and brown foods

RRP: $659

Whirlpool: 1300 363 344 Featuring 17 pre-programmed recipes via the ChefMenu, users can cook a range of meals at the touch of a button.

www.applianceretailer.com.au

AR WHAT'S HOT

Crossray BBQ

Crossway â&#x20AC;&#x201C; the smarter, easier way to BBQ. Crossray BBQs are a result of technological innovation and development over 10 years. The design challenge was to create something new in the market: Redefining a gas BBQ to perform like cooking over a bed of red hot coals; providing even heat without flare-ups and to be a true multi-functional outdoor cooking appliance, that produces tastier and juicer food, and so easy. Crossray is the only BBQ that can provide controllable, even heat from 110 degrees to nearly 350 degrees Celsius, while using 50% less gas than a conventional BBQ.

RRP: From $1,199

Thermofilm: 03 9562 3455

Ilve SuperInox Cooktop

The latest cooktops from Ilve, the SuperInox, have taken their design influence from global trends and challenge traditional appliance with a new take on how stainless steel can be both modern and stylish. The conventional placement of the burners and control knobs has been changed to give the cooktop a contemporary appearance while using a classic colour finish. In a styling alternative to a flush mounted design the bevelled edges on the new cooktops are formed to make them look like part of the benchtop. Made in Italy, the cooktops are available in two sizes, 77cm and 90cm.

RRP: From $2,199

Eurolinx: 1300 694 583

Samsung The Frame TV

The next generation of The Frame boasts enhanced features, new customisation options, and hundreds of available works of art. With the inclusion of the One Clear Connection cable, which transmits both power and AV data from the One Connect Box to the TV via a slim translucent cable, The Frame will seamlessly enhance any space. The upgraded Art Mode enables users to customise the look and feel of their home, while the new Slideshow and Favourite means users can create their own collection of masterpieces that will shuffle through at pre-set intervals.

RRP: $1,799 (43-inch) / $2,699 (55-inch) / $3,899 (65-inch)

Samsung: 1300 362 603

Appliance Retailer November 2018

Smeg Built-In BBQ BQI1205HAU

The new Smeg stainless steel, hooded builtin barbecue that is said to be one of the most powerful on the market with a total of 72Mj/h of power and a thermostat that ranges from 0 degrees to 400 degrees Celsius. The fat and oil collection system ensures the healthiest of barbecuing results. Safety also plays a role in the design with each of the five burners featuring a flame failure safety device. The appliance is crafted from the highest quality 316 marine grade stainless steel, including the hotplates and warming rack. The new barbecue can be teamed with Smeg’s ultra-low profile single gas burner and barbecue rangehood.

RRP: $4,490

Smeg: 02 8867 4888

Miele W1 Washing Machine

Miele is introducing three new W1 washing machine models – WCE 330, WCE 670 and WCI 670 – with a new and exclusive SingleWash feature that gauges water and electricity consumption, as well as cycle time, when users need to wash just one or two garments instead of a full load. Depending on the absorbency of the fabric, as little as one or two litres of water per kilogram of laundry will be used. The washing machines also have a ComfortSensor display, while select models are Wi-Fi-enabled and may be connected to the home wireless network using the Miele@mobile app.

RRP: From $2,199

Miele: 1300 644 122

Sunbeam High Performance Blender

The High Performance Power Blender features a 1500 watt motor and six-point sharpened stainless steel blades that spin at speeds of over 400km/h – fast enough to heat and puree soups with a smooth and consistent result. It has three preprogrammed settings for soups, dips/spreads and smoothies to speed up the food preparation process. The blender can also knead, grind, mill, chop and juice. Its 1.9 litre impact resistant jug is BPA free and dishwasher safe for easy cleaning.

RRP: $499

Sunbeam: 1300 881 861 www.applianceretailer.com.au

AR WHAT'S HOT

Dyson AirWrap Styler

The new Dyson AirWrap Styler is the second piece of beauty technology from Dyson, following the launch of the Supersonic hair dryer. The styler uses the Coanda effect to style hair as desired, whether it’s voluminous curls, natural waves or smooth finishes. Powered by the Dyson digital motor V9, the AirWrap Styler enables users to style hair without the need for extreme heat. Like the Dyson Supersonic hair dryer, the Dyson Airwrap Styler has intelligent heat control. A glass bead thermistor measures the temperature up to 40 times a second. It comes with six attachments in the box.

RRP: $699

Dyson: 1800 239 766

Huawei Mate20 Series Smartphones

The Huawei Mate20 smartphones incorporate AI innovations for improved performance and user experience with a dual AI processor for greater power efficiency and one of the most advanced smartphone chipsets, the Kirin 980.The Matrix camera system, comprising a Leica triple camera setup, includes an ultra-wide angle lens with new distance macro capture capability. Features on the Mate20 Pro include the first reverse wireless charging with the ability to charge other compatible wireless charging device, fast inscreen fingerprint sensor and AI GPS Satellite Selection technology. It also supports the world’s fastest Wi-Fi connection speeds, 2GB of video content requires only ten seconds to download.

RRP: $1,099 Mate20 / $1,599 Mate20 Pro Huawei: 1300 482 934

Fisher & Paykel Classic Cooker

Perfect for those who love to entertain, these new Fisher & Paykel freestanding cookers offer a generous capacity, up to 140L with five gas burners. Pyrolytic cleaning and a clever spill containment cooktop complete the ultimate entertainer’s wish list for this touch of tradition to any kitchen. A blend of heritage

Appliance Retailer November 2018

styling and premium performance from both oven and cooktop, the cooker is available in stainless steel or a choice of three heritage style colours, black, white and red. A storage or warming drawer is also available on specific models.

RRP: $5,999

Fisher & Paykel: 1300 650 590

COMPANY INDEX AR COMPANY

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READERSHIP GROUPS

Andi-Co..............................................................................46, 50, 52, 53, 56, 60 Appliances Online............................................................................................42 Betta Stores Retail............................................................................................12 Birde..................................................................................................................19 Bi-Rite Home Appliances.................................................................... 16, 17, 18 Bosch.................................................................................................................66

Breville................................................................................................. 30, 33, 40 Canstar Blue......................................................................................................28 Catch Group......................................................................................................12 De’Longhi....................................................... 29, 32, 34, 35, 37, 55, 57, 58, 61 Domestic & General...............................................................................IFC, 3, 13 Dyson..........................................................................................................14, 70 e&s...................................................................................................................... 6 Electrolux.............................................................................7, 46, 49, 52, 55, 58 Eurolinx................................................................................................ 55, 60, 68 Euromonitor................................................................................... 28, 44, 54, 62

Fisher & Paykel..................................................................................... 45, 49, 70 Fujitsu General.................................................................................................14 GAF....................................................................................................... 56, 60, 61 Gaggenau............................................................................................ 50, 60, 66 GfK.....................................................................................................................62 Godfreys.............................................................................................................. 9 Greenlit Brands................................................................................................... 9 Harvey Norman............................................................................. 22, 23, 24, 25 Hisense................................................................. 11, 26, 45, 48, 52, 55, 60, 61 Hitachi.........................................................................................................46, 50 Huawei..............................................................................................................70 JB Hi-Fi................................................................................................................ 8

Jura..........................................................................................29, 33, 40, 42, 43 KitchenAid....................................................................................... 6, 30, 36, 51 KitchenAid Majors......................................................................................46, 49 Leading Edge Group........................................................................................... 8 LG.......................................................................... 45, 48, 51, 53, 63, 65, 66, 67

Thermofilm.......................................................................................................68

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Whirlpool....................................................................................... 50, 64, 66, 67

Midea................................................................................................... 10, 63, 65

Miele...................................................30, 36, 42, 45, 49, 53, 60, 64, 65, 66, 69 Mitsubishi Electric...................................................................44, 45, 47, 48, 51 Mitsubishi Heavy Industries............................................................................15 Nespresso................................................................... 27, 28, 29, 31, 32, 37, 42 Nestle.......................................................................................30, 33, 37, 38, 39 Panasonic.................................................................................46, 50, 64, 65, 67

Samsung............................................................................18, 19, 45, 49, 53, 68 Sharp...........................................................................................................64, 66 Shriro................................................................................................................65 Smeg...............................................7, 29, 33, 40, 41, 46, 49, 55, 58, 59, 61, 69 Status Plus..................................................................................................53, 54 Sub-Zero......................................................................................... 46, 50, 56, 60

Sunbeam.............................................................................................. 30, 33, 69 Teco.............................................................................................................46, 50 Teds Cameras....................................................................................................10

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Knock Twice, See Inside Raid the fridge without losing your cool! The LG InstaView™ Door-in-Door® refrigerator has a sleek glass panel that lets you see inside – simply knock twice. The convenient easy access door also helps to reduce cold air loss. l g . c o m / a u / f r e n c h - d o o r- f r i d g e s