CN110348666A - Shop management method and store management system - Google Patents

Abstract

The store management method is a method of managing a store (5) that sells a plurality of products (9) in a state where at least some of the products (9) among the plurality of products (9) are displayed. The store management method includes a switching process of switching the state of the store (5) between the human-facing mode and the non-human-facing mode according to predetermined determination conditions. The person-to-person mode is a mode in which the store clerk directly responds to the customer in the store (5). The non-personal mode is a mode in which the store (5) does not directly respond to customers by a store clerk.

Description

Store management method and store management system

technical field

The present disclosure generally relates to a store management method and a store management system, and more particularly, to a store management method and a store management system for managing a store that sells a plurality of products in a state where at least some products are displayed.

Background technique

Document 1 (JP2016-521414A) describes a computer-controlled automatic store outlet. The automated shop outlet is an unmanned self-checkout shop outlet designed to be fully automated and unmanned. In other words, the presence of store clerks and other practitioners is not required when the customer is shopping. On the other hand, customers can communicate with real-time video and audio, and can request live customer service assistance from a remote location via the display monitor of the automatic store.

However, in the automatic store described in Document 1, the customer cannot receive direct face-to-face service by a store clerk. Of course, such a problem does not exist in existing manned stores, but one of the reasons why unmanned stores are originally required is that there is a demand from the store side such as reduction of labor costs. Since customer-side demands such as direct face-to-face service by a clerk are opposite to store-side demands such as labor cost reduction, it is difficult to achieve both.

SUMMARY OF THE INVENTION

The present disclosure has been made in view of the above-mentioned circumstances, and an object of the present disclosure is to provide a store management method and a store management system that can easily obtain the satisfaction of both the customer and the store.

A store management method according to an aspect of the present disclosure is a store management method for managing a store that sells a plurality of products in a state where at least some of the products are displayed. The store management method includes a switching process of switching the state of the store between a human-facing mode and a non-human-facing mode according to a predetermined determination condition. The person-to-person mode is a mode in which direct response to customers by a store clerk is performed in the store. The non-personal mode is a mode in which direct response to the customer by the store clerk is not performed in the store.

A store management system according to an aspect of the present disclosure is a store management system that manages a store that sells a plurality of products in a state where at least some of the products are displayed. The store management system includes a switching unit that switches the state of the store between a human-facing mode and a non-human-facing mode according to predetermined determination conditions. The person-to-person mode is a mode in which direct response to customers by a store clerk is performed in the store. The non-personal mode is a mode in which direct response to the customer by the store clerk is not performed in the store.

According to the present disclosure, there is an advantage that the satisfaction of both the customer and the store can be easily obtained.

Description of drawings

1A is a schematic diagram showing a state of a store when the store management method according to Embodiment 1 is in a person-to-person mode.

FIG. 1B is a schematic diagram showing a state of a store in a non-personal mode by the same store management method.

2 is a schematic block diagram showing the configuration of the store management system according to the first embodiment.

FIG. 3 is a schematic diagram of a store that is a management object of the store management method described above.

FIG. 4 is a flowchart showing the operation of the same store management system.

FIG. 5A is a schematic diagram showing a state of a store in a person-to-person mode by the same store management method.

5B is a schematic diagram showing a state of a store in a non-personal mode by the same store management method.

FIG. 6A is an explanatory diagram showing the appearance of a store clerk in a non-personal mode by the same store management method.

FIG. 6B is an explanatory diagram of a display example of a store clerk terminal used in the same store management method.

7A is a schematic diagram of a store according to a first modification.

7B is a schematic diagram of a store according to the second modification.

-Symbol Description-

5, 5A, 5B stores

6 Remote bases

7 shop assistants

8 customers

9 items

10 Store Management System

11 Self-checkout device

12 Service providing terminal (automatic response device)

13 Delivery box (automatic response device)

14 Vending machine (automatic response device)

21 Customer Terminal

22 Clerk Terminal

31 The first gate (partition)

42 Switching section

50 entrances and exits

51 pairs of people area

52 Non-personal zone

53 Edible area (customer stay area)

54 Work area

62 Monitoring Terminal

511 Counter area

512 Link Area

521 shopping area

522 Convenience Area

Detailed ways

(Embodiment 1)

(1) Outline

As shown in FIGS. 1A and 1B , the store management method according to the present embodiment is a method of managing a store 5 that sells a plurality of products 9 . The store 5 to be managed by the store management method is a store 5 that sells a plurality of products 9 in a state where at least some of the products 9 are displayed in the store. In the present embodiment, the store 5 of a retail store such as a convenience store, a supermarket, a department store, a clothing store, a home appliance store, or a building materials market will be described as an example of a management target of the store management method. In such a store 5 , a customer 8 (see FIG. 5A ) selects a desired product 9 from among a plurality of products 9 displayed in the store, and purchases the desired product 9 by making a settlement for the selected product 9 .

The store management method according to the present embodiment includes switching processing for switching the state of the store 5 between the human-facing mode and the non-human-facing mode according to predetermined determination conditions. The human mode is a mode in which the store 5 directly responds to the customer 8 by the store clerk 7 (see FIG. 5A ). The non-personal mode is a mode in which the shop 5 does not directly respond to the customer 8 by the shop assistant 7 . In other words, by the store management method, the state of the store 5 is switched between the human-facing mode and the non-human-facing mode according to predetermined determination conditions.

The term “response” in this disclosure refers to all situations in which the customer 8 is targeted and responded, such as settlement (checkout operations) and inquiries about the product 9 , and is not limited to the direct purchase of the product 9 by the customer 8 related matters. For example, matters not related to the purchase of the product 9 by the customer 8, such as inquiries about the usage of equipment such as copiers, inquiries about the road to the destination, and the voice of "Welcome", are also included in the inquiry by the clerk 7. Customer 8's response. In addition, the so-called "direct response" in the present disclosure refers to facing the face, in other words, the clerk 7 and the customer 8 directly face each other and respond. Therefore, for example, the response to the customer 8 by the shop assistant 7 using the communication between the customer terminal 21 and the shop assistant terminal 22, which will be described later, is an indirect response and is not included in the "direct response".

That is, with the store management method according to the present embodiment, direct responses to customers 8 by the shop assistants 7 are not always performed, and direct responses to customers 8 by the shop assistants 7 are not performed in the non-human mode. Therefore, when a customer 8 who comes to the store 5 buys the product 9, if the state of the store 5 is in the human mode, for example, the store clerk 7 directly responds to the customer 8 in the settlement (checkout operation) of the product 9. On the other hand, if the state of the store 5 is the non-personal mode, for example, the customer 8 settles the product 9 by using the self-service settlement device 11 or the like described later, and the store clerk 7 does not directly respond to the customer 8 . In this way, according to the store management method, by setting the state of the store 5 to the "person-to-person mode", the customer 8 can be assisted by the store clerk 7 in operations such as settlement, and thus can shop smoothly. On the other hand, by setting the mode of the store 5 to the "non-personal mode", the store clerk 7 is not required to directly respond to the customer 8, for example, it is easy to concentrate on work such as inspection, and the work efficiency can be realized, and the number of the store clerk 7 can be reduced. burden. As a result, according to the store management method according to the present embodiment, the satisfaction of both the customer 8 and the store 5 (strictly speaking, the clerk 7 of the store 5, the operating company, etc.) can be easily obtained.

Here, in the "person-to-person mode", the shop assistant 7 must be in the store 5, but in the "non-person-to-person mode", the shop assistant 7 may not be in the shop 5 or in the shop 5. In short, in the "non-personal mode", since the direct response to the customer 8 by the store clerk 7 is not performed, the store clerk 7 does not necessarily need to be in the store 5 . Furthermore, even if the store clerk 7 is in the store 5, for example, when the store clerk 7 is in the backyard 541 (see FIG. 3 ), and the customer 8 does not feel the presence of the store clerk 7, it is not necessary to carry out Direct response to customer 8 from clerk 7. In other words, the "non-personal mode" may be a state in which direct response from the customer 8 by the store clerk 7 is not required, and only a state in which the store is regarded as unmanned in the sight of the customer 8. Therefore, in the "non-personal mode" The store clerk 7 can also be in the store 5 in "mode". If the store clerk 7 is in the store 5, for example, in an emergency involving the safety of the customer 8, the store clerk 7 can directly respond to the customer 8 even in the "non-person mode", for example.

(2)Details

Hereinafter, the store management method and the store management system 10 (refer to FIG. 2 ) according to the present embodiment will be described in detail. The store management system 10 is a system for realizing a store management method, and basically includes a combination of hardware and software. In the present embodiment, a convenience store will be described as an example of the store 5 introduced into the store management system 10 . In other words, the store 5 to be managed by the store management method is a convenience store, the clerk 7 is a clerk (including part-time and part-time jobs) of the convenience store, and the customer 8 is a customer of the convenience store. In this embodiment, the case where the management object of the store management method is one store 5 will be described.

(2.1) System structure

Here, first, the configuration of the store management system 10 according to the present embodiment will be described. As shown in FIG. 2 , the store management system 10 includes a self-checkout device 11 , a service providing terminal 12 , a delivery box 13 , a vending machine 14 , an authentication system 15 , a sensor system 16 , a settlement device 17 , a control device 18 , and a presentation device 19 and storage computer 20. The store management system 10 further includes a customer terminal 21 , a staff terminal 22 , a gateway 23 , a first gate 31 , a second gate 32 , and a management device 4 . In addition, the store management system 10 further includes a server device 61 and a monitoring terminal 62 .

In the present embodiment, as shown in FIG. 2 , the constituent elements of the store management system 10 are distributed in the store 5 and the remote base 6 . Here, the server device 61 and the monitoring terminal 62 are arranged in the remote base 6 , and the other components are arranged in the store 5 . The "remote base" in the present disclosure refers to a base outside the store 5, for example, a service company (support center, etc.) that provides a store management method, an operating company (headquarters, etc.) of the store 5, or other stores. The gateway 23 is connected to the server device 61 via a network 63 such as the Internet. However, all of the above-mentioned components are included in the store management system 10 and are not essential components in the store management system 10, and the components may be appropriately omitted.

The self-checkout device 11 , the service providing terminal 12 , the delivery box 13 , and the vending machine 14 are all devices that the customer 8 can use without going through the store clerk 7 . That is, the customer 8 basically operates the self-checkout apparatus 11 , the service providing terminal 12 , the delivery box 13 , and the vending machine 14 by himself. Therefore, the self-checkout apparatus 11 , the service providing terminal 12 , the delivery box 13 , and the vending machine 14 each have a user interface for accepting the operation of the customer 8 and presenting information to the customer 8 . The user interface is realized by, for example, a touch panel display, a mechanical switch, a sound output unit, and the like.

The self-checkout apparatus 11 is an apparatus for the customer 8 to perform settlement without going through the store clerk 7, and is a self-checkout (Self-checkout) or the like as a specific example. Therefore, the customer 8 selects a desired product 9 from among the plurality of products 9 displayed in the store, and performs settlement for the selected product 9 by the self-checkout device 11, so that in a series of processing related to shopping, it is possible to The product 9 is purchased without going through the store clerk 7 . In addition, the self-checkout device 11 may have a function of bagging the commodities 9 .

The self-checkout apparatus 11 has, as an example, a function of reading commodity information related to the commodity 9 from the commodity 9 using a barcode reader or the like. The self-checkout device 11 is not limited to a barcode reader, and may be, for example, a reader that reads a two-dimensional code, or a tag reader that uses RFID (Radio Frequency Identification) to non-contactly read product information from an electronic tag. device. Even if the self-checkout device 11 uses a tag reader or the like, by collectively reading the item information from the plurality of products 9, only the container (bag, shopping basket, etc.) into which the plurality of products 9 are placed can be passed through the self-checkout device. 11, to read the item information. In this case, the customer 8 can complete the purchase of the product 9 by performing processing such as payment by credit card or registration of payment information when entering the store, through the operation in front of the self-service payment device 11 . In addition, the self-service settlement apparatus 11 may be configured to read commodity information from the image of the commodity 9 , for example. Further, for example, the shopping basket or shopping cart used by the customer 8 in the store 5 may read product information, and the product information may be transmitted from the shopping basket or shopping cart to the self-checkout device 11 .

The service providing terminal 12 is an information communication terminal that provides a service to the customer 8 without going through the store clerk 7, and is a multimedia terminal or the like as a specific example. In other words, the service providing terminal 12 provides various services such as issuance of various tickets (including transportation tickets), ordering of books and the like, and printing of photographs to the customer 8, for example.

The delivery box 13 is a device for taking and placing the delivery to the customer 8 . That is, the delivery person or the like delivers the delivery to the customer 8 to the store 5 and stores the delivery in the delivery box 13 , so that the customer 8 can receive the delivery from the delivery box 13 at the store 5 at any timing. . In addition, the delivery box 13 can also be used for delivery to the customer 8 of a specific product 9 such as the product 9 ordered by the service providing terminal 12 , for example. Furthermore, the delivery box 13 has various storages including normal temperature, refrigeration, and freezing, and can store various delivery items (or commodities 9 ) such as refrigeration or freezing.

The vending machine 14 is a device that stores a plurality of commodities 9 , the commodities 9 selected by the customer 8 , and performs settlement and payment for the commodities 9 . In other words, the customer 8 can purchase the commodity 9 in the vending machine 14 by operating the vending machine 14 and selecting the desired commodity 9 . Here, the vending machine 14 is large in size and handles various kinds of commodities 9 compared to general vending machines such as drinks, snacks, and tobacco installed in the street. Specifically, the vending machine 14 is not a commodity that handles stationery, batteries, seasonal items (gloves, warmers, etc.), clothing (underwear, underwear, etc.), and daily necessities (detergents, toothbrushes, etc.) that are sold on a daily basis 9, but to deal with the commodities 9 that are required when necessary. For example, the vending machine 14 performs payment for the product 9 from the payment port 141 (see FIG. 3 ) in exchange for the end of the settlement for the product 9 selected by the customer 8 on the screen of the user interface. This vending machine 14 has a maintenance port 142 (refer to FIG. 3 ), and a store clerk 7 enters the vending machine 14 from the maintenance port 142 and executes replenishment of commodities 9 in the vending machine 14 , for example.

Here, the service providing terminal 12 , the delivery box 13 , and the vending machine 14 correspond to at least one automatic response device different from the self-checkout device 11 . In other words, the service providing terminal 12 , the delivery box 13 , and the vending machine 14 all provide services other than the settlement of the merchandise 9 displayed in the store, unlike the self-service settlement device 11 . In other words, the at least one automatic response device includes at least one of the service providing terminal 12 that provides services to the customer 8 and the delivery box 13 that picks up and places the delivery to the customer 8 .

The authentication system 15 is a system that performs personal authentication of the customer 8 when at least one of the customer 8 enters the store and leaves the store. The authentication system 15 is mainly used as a security system of the store 5 . The authentication system 15 is installed near the entrance and exit 50 (see FIG. 3 ) of the store 5 , and authenticates the customer 8 when the customer 8 enters the store, for example, and allows the customer 8 to enter the store if the authentication is successful. The authentication system 15 may be interlocked with the automatic door or the electronic lock of the entrance 50, and in this case, the automatic door or the electronic lock is opened only when the customer 8 is allowed to enter the store. As an example, the authentication system 15 may acquire authentication information from various cards such as membership cards, point cards, or credit cards through a card reader, or may communicate with the portable information terminal of the customer 8 or biometric authentication (including face authentication) etc. to obtain authentication information.

The sensor system 16 is a system including a plurality of sensors installed in the store 5 . The sensor system 16 includes, for example, a human sensor, an image sensor (camera), and the like, and detects various phenomena in the store 5 . As an example, the sensor system 16 detects the number of shop assistants 7 in the store 5 , the number of customers 8 , the status of the shop assistants 7 , and the like. The “status of the store clerk” in the present disclosure includes, for example, the current position of the store clerk 7 , the work (task) being executed by the store clerk 7 , the work scheduled to be performed by the store clerk 7 , and the like.

The settlement device 17 is a device for performing settlement by the operation of the store clerk 7, and is a so-called manned cash register. The settlement apparatus 17 is installed in the counter 501 (refer FIG. 3), for example. Therefore, the customer 8 selects the desired product 9 from among the plurality of products 9 displayed in the store, and the clerk 7 settles the selected product 9 with the settlement device 17 , so that the customer 8 can purchase the product 9 .

The control device 18 is a device that controls the first shutter 31 and the second shutter 32 described later, respectively. In other words, the control device 18 controls to open and close the first shutter 31 and the second shutter 32 independently.

The presentation device 19 is a device that executes presentation processing. The presentation process is a process of presenting to the customer 8 whether the state of the store 5 is the human mode or the non-human mode. That is, in the present embodiment, since the state of the store 5 can be switched between the human-facing mode and the non-human-facing mode, the presentation device 19 presents to the customer 8 which mode the current state of the store 5 is in. As an example, the presentation device 19 changes the display method (color, character, etc.) of the signboard of the store 5 to display which mode is the person-to-person mode or the non-person-to-person mode. Preferably, the presentation device 19 presents the presentation in a manner that can be seen from the outside of the shop 5 so that the customer 8 before entering the shop can recognize the state of the shop 5 . However, the presentation method of the presentation device 19 may be display based on the lighting color of the store 5 or display on a monitor or the like, and may be not limited to display but may be output by sound, and transmitted (push) to the portable information terminal of the customer 8 . notice) etc.

The storage computer 20 is a POS (Point Of Sales) system, and holds, for example, sales information indicating sales at the store 5 , inventory information indicating the number of items in stock 9 in the store 5 , and the like. The "sales information" in this disclosure includes information such as the sales time (date), number of sales, and unit price of a product, and sales information for various periods, such as sales on the current day and sales in the same month of the previous year.

The customer terminal 21 is a terminal used by the customer 8 . The customer terminal 21 is installed in, for example, the interior of the store 5 , that is, a place where the customer 8 can easily use it, for example, near the self-checkout apparatus 11 .

The shop assistant terminal 22 is a terminal used by the shop assistant 7 . The clerk terminal 22 is carried by the clerk 7 . Since one clerk 7 carries one clerk terminal 22 , a plurality of clerk terminals 22 are introduced in accordance with the number of the clerk 7 .

Both the customer terminal 21 and the clerk terminal 22 have a computer system having a processor and a memory as the main structure. In the present embodiment, as an example, the customer terminal 21 is a fixed-type dedicated terminal, and the clerk terminal 22 is a general-purpose smartphone. The customer terminal 21 is installed following equipment such as the self-checkout apparatus 11 , the service providing terminal 12 , the delivery box 13 , and the vending machine 14 . The customer terminal 21 may be installed in the vicinity of these equipments, or may be installed in the equipments and integrated with the equipments. The smartphone functions as the clerk terminal 22 by installing a dedicated application (program) and activating the application. The program of the customer terminal 21 and the application software of the clerk terminal 22 may be recorded in a memory in advance, may be provided through an electric communication line such as the Internet, or may be recorded and provided on a non-transitory recording medium such as a memory card.

The customer terminal 21 and the clerk terminal 22 have at least a function of communicating with each other. In the present embodiment, as an example, the customer terminal 21 and the shop assistant terminal 22 communicate via the management device 4, but it is not limited to this configuration, and direct communication is also possible. Communication between the customer terminal 21 and the clerk terminal 22 is realized by wireless communication using radio waves as a medium such as Wi-Fi (registered trademark) or Bluetooth (registered trademark), for example. Further, when there is an incoming call from the customer terminal 21 or the like, the clerk terminal 22 performs an incoming call notification for notifying the clerk 7 of the incoming call, for example, by an incoming call sound, a light-emitting function, or a vibration function.

The management device 4 has a main structure of a computer system including a processor and a memory. The self-checkout apparatus 11 , service providing terminal 12 , delivery box 13 , vending machine 14 , authentication system 15 , sensor system 16 , settlement apparatus 17 , control apparatus 18 , presentation apparatus 19 , and storage computer 20 are connected to the management apparatus 4 . Furthermore, the customer terminal 21 , the clerk terminal 22 , and the gateway 23 are connected to the management device 4 . These peripheral devices (the self-checkout device 11 , the sensor system 16 , etc.) connected to the management device 4 and the management device 4 can communicate with each other. As a communication method between the management device 4 and peripheral devices, an appropriate communication method such as wireless communication or wired communication is adopted.

As shown in FIG. 2 , the management device 4 includes an acquisition unit 41 , a switching unit 42 , and a changing unit 43 . In the present embodiment, the processor of the management device 4 functions as at least the acquiring unit 41 , the switching unit 42 , and the changing unit 43 by executing the program recorded in the memory. The program may be recorded in a memory in advance, may be provided through an electric communication line such as the Internet, or may be provided by being recorded on a non-transitory recording medium such as a memory card.

The acquisition unit 41 acquires various kinds of information from peripheral devices through communication. As will be described in detail later, the acquisition unit 41 acquires at least information indicating the detection result of the sensor system 16 , such as the number of shop assistants 7 in the store 5 , the number of customers 8 , and the status of the shop assistants 7 .

The switching unit 42 executes a switching process of switching the state of the store 5 between the human-facing mode and the non-human-facing mode according to predetermined determination conditions. As described above, the human mode is a mode in which the store 5 directly responds to the customer 8 by the clerk 7 . The non-personal mode is a mode in which the shop 5 does not directly respond to the customer 8 by the shop assistant 7 . That is, the store management system 10 is a system for managing the store 5 that sells the plurality of products 9 in a state where at least some of the products 9 among the plurality of products 9 are displayed, and includes the switching unit 42 . In the present embodiment, the switching unit 42 is installed in the management device 4 installed in the store 5 , but it is not limited to this example, and the switching unit 42 may be installed separately from the management device 4 or may be installed outside the store 5 .

Here, in the present embodiment, the switching unit 42 performs switching between the human-targeted mode and the non-human-targeted mode by opening and closing the first shutter 31 serving as a “partition” in the store 5 . In other words, when the first shutter 31 is open, it is the human-facing mode, and when the first shutter 31 is closed, it is the non-human-facing mode. Here, since the first shutter 31 is controlled by the control device 18 , the switching unit 42 executes the switching process by causing the control device 18 to open and close the first shutter 31 . As will be described in detail later, the first shutter 31 is a “partition” that separates the person-facing area 51 (see FIG. 3 ) and the non-person-facing area 52 (see FIG. 3 ) provided in the store 5 . The "spacer" in the present disclosure may be a structure that partitions two regions, and is not limited to a structure that completely separates (isolates) the two regions. For example, a partition provided at the boundary of the two regions may be used. parts, ropes or chains, etc.

Further, in the present embodiment, the switching unit 42 executes the stay switching process in addition to the switching process between the human mode and the non-human mode. As will be described in detail later, the stay switching process is a process of switching the stay permission mode and the stay suppression mode in accordance with predetermined stay determination conditions. The stay permission mode is a mode that allows the entry of the customer 8 to the customer stay area in the store 5 . The stay suppression mode is a mode in which the entry of the customer 8 to the customer stay area is suppressed.

The "customer staying area" in the present disclosure refers to an area where the customer 8 stays in the store 5 for purposes other than shopping and use of the service providing terminal 12 or the delivery box 13 . Examples of customer staying areas include eating area 53 (see FIG. 3 ) for eating, a laundry area for washing, a wellness area for exercising, and a smoking area for smoking , and a viewing area for music viewing, etc. Further, as examples of the customer stay area, there are also a nursery area for childcare, a meeting area for the elderly, a reading area for reading a book, and a relaxation area for receiving a massage or the like. In this embodiment, the case where the customer staying area is the eating area 53 (see FIG. 3 ) will be described.

The switching unit 42 performs switching between the stay permission mode and the stay suppression mode by opening and closing the second shutter 32 . In other words, in the state where the second shutter 32 is open, it is in the stay permitting mode, and in the state in which the second shutter 32 is closed, it is in the stay inhibiting mode. Here, since the second shutter 32 is controlled by the control device 18 , the switching unit 42 executes the stay switching process by causing the control device 18 to open and close the second shutter 32 . As will be described in detail later, the second gate 32 is a "partition" that separates the customer staying area (eg, the eating area 53 (see FIG. 3 )) set in the store 5 from other areas.

The changing unit 43 executes a changing process for changing the security level of the store 5 . The change process is a process of changing the security level of the store 5 in accordance with the switching between the human mode and the non-human mode (switching process). That is, the changing unit 43 automatically changes the security level of the store 5 according to which of the human mode and the non-human mode the state of the store 5 is. The "security level" in the present disclosure refers to the degree of preventive measures in the store 5 , and the preventive measures can be implemented by, for example, a unit that restricts persons who can enter the store 5 (entering the store). Here, the change process changes the security level of the store 5 in accordance with the state of the store 5 so that the security level in the non-personal mode is relatively higher than the security level in the person-friendly mode, in other words, preventive measures are strengthened.

In the present embodiment, the changing unit 43 changes the security level in at least two steps according to the setting of the authentication system 15 . As an example, the changing unit 43 disables the personal authentication of the customer 8 at the time of entering the store and at the time of leaving the store by the authentication system 15 in the personal mode, and invalidates the personal authentication of the customer 8 at the time of entering the store by the authentication system 15 in the non-human mode And the personal authentication of the customer 8 at the time of leaving the store is valid. Accordingly, in the human mode, since the customer 8 can enter and leave the store without requiring authentication, the unspecified customer 8 can use the store 5, and the security level is "low". On the other hand, in the non-personal mode, since only customers 8 who have successfully authenticated can enter the store, the customers 8 who can enter the store are limited to, for example, specific customers 8 such as residents near the store 5 and members, and the security level is "high". ".

The gateway 23 is connected to the network 63 . The management device 4 is connected to the gateway 23 . Therefore, the management apparatus 4 can be connected to the network 63 via the gateway 23 .

As described above, the first shutter 31 functions as a "partition" that separates the opposing-person area 51 and the non-person-facing area 52 . In the present embodiment, the first shutter 31 is an electric shutter that is opened and closed by being controlled by the control device 18, and is a horizontally opened folding door as an example.

The second shutter 32 is provided at the entrance of the eating area 53 (see FIG. 3 ) serving as a customer staying area, and functions as a “partition” that separates the eating area 53 from areas other than the eating area 53 in the store 5 . In the present embodiment, the second shutter 32 is an electric shutter that is opened and closed by being controlled by the control device 18 , and is a horizontally opened folding door as an example.

Here, each of the first shutter 31 and the second shutter 32 is preferably formed of a lattice-like or transparent (including translucent) material or the like so as to have translucency. Accordingly, for example, even in a state where the first shutter 31 is closed, the person-facing area 51 can be seen through the non-person-facing area 52 , which is a preferable form in terms of precaution.

The server device 61 is arranged outside the store 5 (remote base 6 ) as described above. The server device 61 has a main structure of a computer system including a processor and a memory. The server device 61 is connected to the network 63 . Therefore, the server apparatus 61 can communicate with the management apparatus 4 via the network 63 .

The monitoring terminal 62 is a terminal used by employees of the remote site 6, for example, if the remote site 6 is a service company (support center or the like). In the present embodiment, the monitoring terminal 62 is a general-purpose smartphone as an example. In other words, the smartphone functions as the monitoring terminal 62 by installing a dedicated application software (program) and activating the application software. The application software may be recorded in a memory in advance, may be provided through an electric communication line such as the Internet, or may be provided by being recorded on a non-transitory recording medium such as a memory card. The monitoring terminal 62 is connected to the network 63 . Therefore, the monitoring terminal 62 can communicate with the management apparatus 4 via the network 63 .

(2.2) Store layout

Next, the layout of the store 5 , which is a management target of the store management method according to the present embodiment, will be described mainly with reference to FIG. 3 . FIG. 3 is a schematic diagram of the store 5 , and schematically shows various devices installed in the store 5 , such as the self-checkout apparatus 11 and the service providing terminal 12 .

Before describing the layout of the store 5 , a comparative example, which is the object of comparison of the technology related to the layout of the store 5 in the present disclosure in particular, will be described. As a comparative example, for example, as described in Japanese Patent Laid-Open No. 2014-67225, a technique is proposed to improve the store layout so that the customers 8 have a desire to purchase more products. However, the contents described in the above-mentioned document as a comparative example are, for example, an advantageous store layout on the store 5 side. On the other hand, the customer 8 side also has an urgent desire to purchase necessary commodities 9 in a short time, and the above-mentioned store layout does not necessarily follow the urgent desire of the customer 8 . In the present disclosure, in view of such a problem, an advantageous store layout is provided by both the customer 8 and the store 5 (strictly speaking, the store clerk 7 of the store 5, the operating company, etc.).

The store 5 exemplified in FIG. 3 includes a person-facing area 51 and a non-person-facing area 52 . The store 5 further includes an eating area 53 and a work area 54 . In addition, the inside of the store 5 can also be roughly classified into a "store staff priority area" and a "customer priority area". The "store clerk priority area" is an area used by the store clerk 7 with priority over the customer 8 . The "customer priority area" is an area used by the customer 8 with priority over the clerk 7 . In the example of FIG. 3 , the “employee priority area” includes the person-facing area 51 and the work area 54 , and the “customer-priority area” includes the non-personal area 52 and the eating area 53 .

In the example of FIG. 3 , in addition to the self-checkout device 11 , the service providing terminal 12 , the delivery box 13 , the vending machine 14 , and the like described above, there are also facilities such as a counter 501 , a display shelf 502 , and a freezer 503 ( Including daily necessities) is installed in the store 5 . In addition, the store 5 is also provided with facilities (including daily necessities) such as a daily merchandise shelf 504 , a refrigerator 505 , a multifunctional device 506 , and an automatic teller machine 507 . In the present embodiment, the counter 501 is arranged near the center of the store 5 . In other words, the counter 501 is arranged over the entire circumference at a position where a certain distance or more can be secured from the outer wall of the store 5 . The commodities 9 are displayed in the display shelf 502 , the freezer 503 , the daily merchandise shelf 504 , and the refrigerator 505 , respectively.

The person-to-person area 51 is an area where the store clerk 7 is located when responding to the customer 8 at least in the person-to-person mode. In other words, when the state of the store 5 is in the person-to-person mode, the clerk 7 in the person-to-person area 51 directly responds to the customer 8 . In the present embodiment, the person-facing area 51 is located inside the counter 501 separating the employee priority area and the customer priority area (the employee priority area side), in other words, on the opposite side of the customer priority area with the counter 501 therebetween.

The person-to-person area 51 includes a counter area 511 and a connection area 512 . The counter area 511 is an area accessible from the non-personal area 52 . The connection area 512 is an area which connects the work area 54 and the counter area 511 . The term “accessible” in the present disclosure includes not only a state in which people can communicate, but also a state in which a direct response is possible, for example, a state in which the customer 8 can respond to the clerk 7 over the counter 501 . Specifically, the area inside the counter 501 is divided into a counter area 511 and a connection area 512 . Among the person-to-person areas 51 , the counter area 511 is the area where the store clerk 7 directly responds to the customer 8 mainly in the person-to-person mode. Therefore, the settlement apparatus 17 is installed in a position adjacent to the counter area 511 among the counters 501 . Since the counter area 511 is connected to the work area 54 via the connection area 512 , the clerk 7 can move between the counter area 511 and the work area 54 via the connection area 512 .

The non-personal area 52 is an area where the customer 8 can move at least in the non-personal mode. In other words, when the state of the store 5 is in the non-personal mode, the customer 8 moves in the non-personal area 52 . In the present embodiment, the non-personal area 52 is located outside the counter 501 (on the customer priority area side), in other words, on the opposite side to the clerk priority area with the counter 501 therebetween.

The non-personal area 52 includes a shopping area 521 and a convenience area 522 . The shopping area 521 is an area where the settlement of the commodity 9 selected by the customer 8 from the display in the non-personal area 52 among the plurality of commodities 9 is performed. The convenience area 522 is an area where the customer 8 accepts the provision of services that do not require settlement in the shopping area 521 . The convenience area 522 is arranged at a position farther than the shopping area 521 as viewed from the entrance 50 of the store 5 . At least a part of the person-facing area 51 is located between the shopping area 521 and the convenience area 522 .

That is, in the present embodiment, among the customer priority areas, the area functioning as a "store" is divided into a shopping area 521 and a convenience area 522 . In the shopping area 521 and the convenience area 522, at least the shopping styles of the customer 8 are different. The shopping area 521 is an area where in the non-personal mode, the customer 8 selects the product 9 and then settles the product 9 to purchase the product 9 . On the other hand, the convenience area 522 is an area where the customer 8 does not need a settlement in the shopping area 521 , for example, an area where the product 9 is purchased by the vending machine 14 .

Therefore, at least one (two in the example of FIG. 3 ) self-checkout apparatuses 11 is installed in the shopping area 521 . Further, in the shopping area 521, a display shelf 502, a freezer 503, a daily merchandise shelf 504, and a refrigerator 505 for displaying the commodities 9 are provided. On the other hand, in the convenience area 522 , the service providing terminal 12 , the delivery box 13 , the vending machine 14 , the multifunction device 506 , and the cash dispenser 507 are installed. In other words, in the convenience area 522, at least one automatic response device (the service providing terminal 12, the delivery box 13, the vending machine 14, the multifunctional device 506, and the cash dispenser machine) different from the self-checkout device 11 is installed. 507).

More specifically, in the convenient area 522, the delivery box 13 and the vending machine 14 are arranged so that the portion used by the customer 8 is exposed in each of the delivery box 13 and the vending machine 14. On the other hand, in each of the delivery box 13 and the vending machine 14 , the part used by the clerk 7 is exposed in the person facing area 51 . In other words, in the case of the delivery box 13 , the exit port used by the customer 8 is exposed in the convenient area 522 , and the entrance port used by the store clerk 7 is exposed in the person-facing area 51 . Similarly, in the case of the vending machine 14 , the payment port 141 used by the customer 8 is exposed in the convenience area 522 , and the maintenance port 142 used by the clerk 7 is exposed in the counter area 51 . Accordingly, the store clerk 7 can perform operations such as accommodating the delivery in the delivery box 13 and replenishing the merchandise 9 to the vending machine 14 from the person area 51 .

In addition, in the present embodiment, the categories of the commodities 9 to be handled are also different in the shopping area 521 and the convenience area 522 . That is, the commodities 9 arranged (displayed) in the shopping area 521 are daily commodities (lunch boxes, non-staple meals, breads, desserts, etc.), beverages (canned drinks, bottled drinks, etc.), candy, and other commodities that are purchased on a daily basis. . On the other hand, the commodities 9 stored in the vending machines 14 in the convenience area 522 are commodities 9 that are basically purchased only when necessary, such as stationery, batteries, seasonal items, clothes, and daily necessities, as described above.

The shopping area 521 and the convenience area 522 are arranged so that the convenience area 522 is located farther than the shopping area 521 , in other words, the inner side of the shopping area 521 , when viewed from the entrance 50 . In the present embodiment, the counter 501 arranged near the center of the store 5 is located between these shopping areas 521 and the convenience area 522 . In other words, the shopping area 521 and the convenience area 522 are divided by the counter 501 . Thereby, at least a part of the person-facing area 51 , that is, the counter area 511 exists between the shopping area 521 and the convenience area 522 . Specifically, when viewed from the counter area 511 , the shopping area 521 is located on the side of the doorway 50 , and the convenience area 522 is located on the side opposite to the doorway 50 .

Here, the first gate 31 is arranged between the person-facing area 51 and the non-person-facing area 52 . As described above, the first shutter 31 functions as a "partition" that separates the opposing-person area 51 and the non-person-facing area 52 . In FIG. 3, the range opened and closed by the 1st shutter 31 is shown by the dotted line (thick line) given the code|symbol "31". In the present embodiment, among the counters 501 , the first shutter 31 is disposed on the side facing the shopping area 521 and the side facing the passage between the shopping area 521 and the convenience area 522 in plan view.

The eating area 53 is an example of a customer staying area, and is an area that allows eating by the customer 8 inside the store 5 . The eating area 53 includes the food and beverages that can be used as the products 9 displayed in the store 5 , and the grocery restaurant area 531 that can be used for eating the food and beverages (including fast food) cooked at the store 5 . In the example of FIG. 3, the restroom 532 is installed in the eating area 53 (grocery restaurant area 531).

In the present embodiment, the eating area 53 is located on the left-hand side when the inside of the store is viewed from the doorway 50 . The eating area 53 is continuous with the shopping area 521 of the non-personal area 52 . Therefore, at least the eating area 53 can be entered from the non-personal area 52 (shopping area 521 ).

Here, the second gate 32 is arranged between the eating area 53 serving as the customer staying area and the non-personal area 52 . As described above, the second shutter 32 functions as a "partition" that separates the eating area 53 from areas other than the eating area 53 (non-personal area 52 ) in the store 5 . In FIG. 3, the range opened and closed by the 2nd shutter 32 is shown by the dotted line (thick line) given the code|symbol "32".

The work area 54 is an area for the clerk 7 in the store 5 to perform work other than dealing with the customer 8 . The work area 54 includes a backyard 541 separate from the customer priority area. The backyard 541 is, in principle, an area used only by the clerk 7, and is an area that the customer 8 is not allowed to use. In the example of FIG. 3 , the rear door of the refrigerator 505 is provided in the backyard 541 so that the product 9 can be replenished from the rear door of the refrigerator 505 to the reach-in refrigerator 505 .

In the present embodiment, the work area 54 is located on the right-hand side of the store as viewed from the entrance and exit 50 . The work area 54 is continuous with the counter area 511 of the counter area 51 via the connection area 512 . Therefore, it is possible to enter the work area 54 from at least the person-facing area 51 (counter area 511 ) without passing through the non-person-facing area 52 . Here, between the work area 54 and the connection area 512, for example, an openable and closable "partition" such as a folding curtain is arranged.

As described above, the store 5 that is the management target of the store management method has a plurality of areas divided for each function, such as the person-to-person area 51 , the non-person-to-person area 52 , the eating area 53 , and the work area 54 . Furthermore, the person-facing area 51 and the non-person-facing area 52 are also divided into a plurality of areas (counter area 511 and connection area 512 , shopping area 521 and convenience area 522 ) for each function. In this way, the store 5 uses each area divided for each function as a module, and determines the layout by combining a plurality of modules.

(2.3) Store management method

Next, the store management method according to the present embodiment will be described with reference to FIGS. 1A , 1B, and 4 to 6B .

The store management method according to the present embodiment includes switching processing for switching the state of the store 5 between the human-facing mode and the non-human-facing mode according to predetermined determination conditions. The human mode is a mode in which the store 5 directly responds to the customer 8 by the clerk 7 . The non-personal mode is a mode in which the shop 5 does not directly respond to the customer 8 by the shop assistant 7 . Here, as described above, switching between the human-friendly mode and the non-human-friendly mode is realized by opening and closing the first shutter 31 serving as the partition that separates the human-facing area 51 and the non-human-facing area 52 .

1A , the store 5 is in the human-facing mode with the first shutter 31 open, and is in the non-human-facing mode when the first shutter 31 is closed as shown in FIG. 1B . 1A and 1B are schematic views of the interior of the store 5 on the counter 501 side as viewed from the vicinity of the entrance 50 of the store 5 . In FIGS. 1A and 1B , only the commodities 9 displayed in a part of the showcase 502 are shown, and illustration of the other commodities 9 is omitted. In addition, in FIG. 1A and FIG. 1B, illustration of the shop assistant 7 and the customer 8 is also abbreviate|omitted.

In short, if the state of the store 5 is in the person-facing mode, as shown in FIG. 1A , the first gate 31 is opened, and there is no partition separating the counter area 511 (person-facing area 51 ) and the shopping area 521 (non-person-facing area 52 ). "Spacer". In this state, direct response to the customer 8 by the clerk 7 in the counter area 511 (to the person area 51 ) is performed. That is, since the store 5 with the staff member 7 is visible in the line of sight of the customer 8 , the customer 8 can request the staff member 7 for direct response.

On the other hand, if the state of the store 5 is in the non-person-facing mode, as shown in FIG. 1B , the first gate 31 is closed, and the counter area 511 (person-facing area 51 ) and the shopping area 521 (non-person-facing area 52 ) pass through. The first gate 31 is partitioned. In this state, direct response to the customer 8 by the clerk 7 in the counter area 511 (to the person area 51 ) is not performed. That is, since the customer 8 sees the unmanned store 5 without the clerk 7 in the line of sight of the customer 8 , the customer 8 does not request the clerk 7 to respond directly.

In addition, in the present embodiment, the stay switching process for switching the stay permission mode and the stay suppression mode is linked with the switching process for switching between the human mode and the non-human mode. Specifically, the switching unit 42 opens and closes the second shutter 32 in conjunction with the opening and closing of the first shutter 31 , thereby switching the stay permission mode and the stay suppression mode. Here, the stay permission mode is associated with the person-facing mode, and the stay-inhibiting mode is associated with the non-personal mode. Therefore, when the state of the store 5 is switched from the human-facing mode to the non-human-facing mode in the switching process, the state of the store 5 is switched from the stay permission mode to the stay suppression mode in the stay switching process. Conversely, if the state of the store 5 is switched from the non-person-facing mode to the human-facing mode in the switching process, the state of the store 5 is switched from the stay suppression mode to the stay permission mode in the stay switching process.

In other words, in the present embodiment, the "determination condition" used in the switching process is the same as the "staying determination condition" used in the stay switching process. Therefore, when switching between the human mode and the non-human mode is performed based on the determination condition, the switching unit 42 also performs switching between the stay permission mode and the stay suppression mode based on the stay determination condition.

FIG. 4 is a flowchart showing a part of processing of the store management method implemented in the store management system 10 .

That is, the store management system 10 first executes the process of reading the setting information (settings) by the switching unit 42 of the management device 4 ( S1 ). The setting information includes various parameters necessary for the operation of the store management system 10, in other words, the realization of the store management method. In the present embodiment, the setting information includes at least the determination condition used in the switching process and the stay determination condition used in the stay switching process. The setting information can be individually set for each store 5 . As an example, the management apparatus 4 reads the setting information by acquiring the setting information from the server apparatus 61 .

Next, the management device 4 sequentially acquires information indicating the number of shop assistants 7 (S2), the number of customers 8 (S3), the status of the shop assistants 7 (S4), current time information (S5), and environmental information (S6). The “environmental information” referred to in the present disclosure is information related to the store 5 , and as an example, weather information (including forecasts) around the store 5 , traffic information, events held around the store 5 (sports games and Information such as the presence or absence of concerts, etc., and the time slot. The order of acquiring these pieces of information is not particularly limited to the example of FIG. 4 .

Such information may be obtained, for example, from the sensor system 16 . Furthermore, the number of shop assistants 7 and the status of the shop assistants 7 can also be obtained from the time-sharing (work shift) of the shop assistants 7, the delivery notice from the delivery center, and the like. In addition, the number of customers 8 (the number of customers), environmental information, and the like can also be determined based on, for example, information from the storage computer 20 or a POS system different therefrom. In addition, the future situation such as the number of customers 8 and the situation of the shop assistant 7 can be estimated from the reservation situation, environmental information, and the like, for example.

Next, the switching unit 42 compares the information such as the number of shop assistants 7 , the number of customers 8 , the status of the shop assistants 7 , time information, and environmental information with the determination conditions, and determines whether or not to switch between the human mode and the non-human mode. None (S7). Here, when it is determined that there is no switching between the human mode and the non-human mode ( S7 : NO), the process returns to the process S1 and the processes S1 to S7 are repeated.

The determination condition can be appropriately set, but includes, as an example, at least one condition of the number of shop assistants 7 , the number of customers 8 , the status of the shop assistant 7 , time information, and environmental information. Basically, it is preferable that the state of the store 5 is the human-facing mode during the busy period, and the non-human-facing mode is the state of the store 5 during the idle season. Therefore, for example, the determination conditions are set to switch from the human-facing mode to the non-human-facing mode when the number of shop assistants 7 is less than or equal to the threshold, and switch from the human-facing mode to the non-human-facing mode when the number of customers 8 is greater than or equal to the threshold model. In addition, regarding the situation of the store clerk 7 , the determination condition is set to switch from the human-facing mode to the non-human-facing mode when the store clerk is working in the backyard 541 or when there is a delivery notice from the delivery center. In addition, regarding the time information, for example, the determination condition is set to switch from the human-facing mode to the non-human-facing mode when it is a specific time period such as midnight (for example, from 23:00 to 6:00 the next day). Regarding the environmental information, for example, the determination condition is set to switch from the human-facing mode to the non-human-facing mode when it is a specific weather such as rainy weather. As the determination conditions, these conditions may be used alone, or these conditions may be used in combination as appropriate.

When it is determined that there is switching between the human mode and the non-human mode ( S7 : YES), the switching unit 42 executes the switching process. Specifically, the switching unit 42 first determines whether it is switching from the human-facing mode to the non-human-facing mode ( S8 ).

When switching from the human-facing mode to the non-human-facing mode ( S8 : YES), the switching unit 42 closes the first shutter 31 ( S9 ) and closes the second shutter 32 ( S10 ). When the first shutter 31 is closed, the state of the store 5 is switched from the human-facing mode to the non-human-facing mode. When the second shutter 32 is closed, the state of the store 5 is switched from the stay permission mode to the stay suppression mode. Here, the process S9 of closing the first gate 31 corresponds to the switching process, and the process S10 of closing the second gate 32 corresponds to the stay switching process. In other words, in the present embodiment, as described above, since the stay switching process is linked to the switching process, the stay switching process is executed along with the switching process.

Further, as the state of the store 5 becomes the non-personal mode, the changing unit 43 changes the security level of the store 5 so as to increase the security level of the store 5 ( S11 ). In other words, the process S11 corresponds to the change process of changing the security level of the store 5 . Specifically, the changing unit 43 sets the security level to "high" by validating the personal authentication of the customer 8 at the time of entering the store and at the time of leaving the store by the authentication system 15 .

On the other hand, when switching from the non-personal mode to the person-targeted mode ( S8 : NO), the switching unit 42 opens the first shutter 31 ( S12 ) and opens the second shutter 32 ( S13 ). When the first shutter 31 is opened, the state of the store 5 is switched from the non-person-facing mode to the person-facing mode. When the second shutter 32 is opened, the state of the store 5 is switched from the stay suppression mode to the stay permission mode. Here, the process S12 of opening the first shutter 31 corresponds to the switching process, and the process S13 of opening the second gate 32 corresponds to the stay switching process. In other words, in the present embodiment, as described above, since the stay switching process is linked to the switching process, the stay switching process is executed along with the switching process.

Further, as the state of the store 5 becomes the human mode, the changing unit 43 changes the security level of the store 5 so as to lower the security level of the store 5 ( S14 ). In other words, the process S14 corresponds to the change process of changing the security level of the store 5 . Specifically, the changing unit 43 disables the personal authentication of the customer 8 at the time of entering the store and at the time of leaving the store by the authentication system 15, thereby setting the security level to "low".

After the change process ( S11 or S14 ), the management device 4 outputs to the presentation device 19 a state signal indicating the current state of the store 5 (personal mode or non-personal mode). As a result, the presentation device 19 executes presentation processing for presenting to the customer 8 which of the human mode and the non-human mode the state of the store 5 is ( S15 ). Here, when switching from the non-personal mode to the non-personal mode (S8: YES), the state of the store 5 is prompted to be the non-personal mode, and when switching from the non-personal mode to the person-friendly mode (S8: NO), It is indicated that the state of the store 5 is the human mode.

The flowchart of FIG. 4 is only an example of the store management method, and the order of the processing may be appropriately changed, and any processing may be appropriately omitted.

Next, with reference to FIGS. 5A and 5B , an action route of the customer 8 will be described in each of the case where the state of the store 5 is in the person mode and the state of the store 5 is in the non-person mode. 5A and 5B are schematic diagrams of the same store 5 as in FIG. 3 , and schematically show various devices installed in the store 5 , such as the self-checkout apparatus 11 and the service providing terminal 12 . 5A and FIG. 5B , the shaded areas indicate areas where entry or access is prohibited in the sight of the customer 8 .

FIG. 5A shows a state in which the first shutter 31 is opened, in other words, a state in which the store 5 is in the person-to-person mode. In this situation, for example, when the customer 8 purchases the commodity 9 displayed in the shopping area 521, the customer 8 moves through the store along the action route A1 shown in FIG. 5A. At this time, the customer 8 can finish the product 9 by, for example, selecting the product 9 in the shopping area 521 and storing it in a shopping basket, making payment at the counter 501, receiving the product 9 from the clerk 7, and leaving the store. purchase. Here, in the person-to-person mode, since the store clerk 7 in the counter area 511 directly responds to the customer 8 , the settlement can be performed in the settlement device 17 by the operation of the store clerk 7 . Furthermore, since the clerk 7 in the counter area 511 directly responds to the customer 8 , the customer 8 can also place an order for fast food or the like to the clerk 7 in the counter area 511 and receive it from the clerk 7 . In addition, in the human mode, since the security level of the store 5 is "low", personal authentication of the customer 8 is not performed when entering or leaving the store, and the customer 8 can freely enter and leave the store 5 .

Furthermore, in the example shown in FIG. 5A , the second shutter 32 is opened, and the state of the store 5 is in the stay permission mode. Therefore, in this situation, the customer 8 can eat, for example, the product 9 purchased in the shopping area 521 or the fast food received at the counter 501 in the eating area 53 serving as the customer staying area. In addition, since the customer 8 can enter the convenience area 522, the automatic response devices (the service providing terminal 12, the delivery box 13, the vending machine 14, the multifunction device 506, and the cash dispenser machine) in the convenient area 522 can also be used. 507).

In the situation shown in FIG. 5A , the clerk 7 directly responds to the customer 8 , for example, in the settlement (checkout operation) of the product 9 , that is, in the production and sale of fast food. Furthermore, when the salesperson 7 sells a product 9, such as tobacco, alcohol, etc., whose sales to persons under a certain age are restricted by laws and the like, the confirmer (seller, etc.) confirms whether the age of the customer 8 is a specific age or not. The above-mentioned "age confirmation" work is also performed by visual observation. In other words, the main work of the store clerk 7 in the human mode is the business of picking up customers, and the store clerk 7 performs work in cooperation with the customer 8 .

On the other hand, FIG. 5B shows the state in which the first shutter 31 is closed, in other words, the state in which the store 5 is in the non-personal mode. In this situation, for example, when the customer 8 purchases the commodity 9 displayed in the shopping area 521, the customer 8 moves in the store along the action route B1 shown in FIG. 5B. At this time, the customer 8 can complete a series of processes, for example, by selecting the product 9 in the shopping area 521, storing it in a shopping basket, etc., performing the checkout by the customer 8 in the self-checkout device 11, and then leaving the store with the product 9. Purchase of item 9. In the non-personal mode, since the clerk 7 does not directly respond to the customer 8, the customer 8 cannot place an order for fast food or the like. In addition, in the non-personal mode, since the security level of the store 5 is "high", the personal authentication of the customer 8 by the authentication system 15 is performed at least one of when entering the store and when leaving the store.

Furthermore, in the example shown in FIG. 5B , the second shutter 32 is closed, and the state of the store 5 is in the stay suppression mode. Therefore, in this situation, the customer 8 cannot use the eating area 53 as the customer staying area, and cannot eat the commodity 9 and the like purchased in the shopping area 521 in the eating area 53 . In addition, since the customer 8 can enter the convenience area 522, the automatic response devices (the service providing terminal 12, the delivery box 13, the vending machine 14, the multifunction device 506, and the cash dispenser 507 in the convenience area 522) can also be used. ).

In the situation shown in FIG. 5B , the store clerk 7 does not directly respond to the customer 8 , for example, performs work in the work area 54 such as order work or office work, cleaning work, and the like. Furthermore, when there is delivery of the commodity 9, the shop assistant 7 performs inspection work and the like. In other words, the main work of the store clerk 7 in the non-personal mode is the rear support work, and the store clerk 7 does not require direct response from the customer 8. For example, it is possible to easily concentrate on the work such as inspection and realize the efficiency of the work, and it is possible to reduce the number of The burden of clerk 7. Furthermore, in the non-personal mode, since the store clerk 7 itself is not in the store 5, the work outside the store 5 can be easily performed, for example, in the store 5 where there is work outside the store 5 such as the distribution of the product 9.

Further, in the layout of the store 5 exemplified in this embodiment, the counter 501 is located near the center of the store 5 , and the shopping area 521 is located on the side of the entrance 50 when viewed from the counter area 511 . Therefore, in any of the person-to-person mode and the non-person-to-person mode, when shopping is completed in the shopping area 521 as described above, the activity routes A1 and B1 of the customer 8 are relatively short. Therefore, it is advantageous for the customer 8 who wants to finish shopping as early as possible.

The following Table 1 is a table summarizing the stay status of each of the store clerk 7 and the customer 8 in the person-to-person mode or the non-person-to-person mode for each area. In Table 1, the mark "◯" mainly means staying, the mark "x" basically means that it does not stop, and the mark "△" means that it can be stopped. That is, the customer 8 mainly stays in the shopping area 521 , the convenience area 522 or the grocery restaurant area 531 in the person-to-person mode, and mainly stays in the shopping area 521 and the convenience area 522 in the non-person-to-person mode. The store clerk 7 mainly stays in the entire area in the person-to-person mode, and mainly stays in the backyard 541 in the non-person-to-person mode, but can also stay in the counter area 511 and the connection area 512 .

【Table 1】

In addition, in the non-personal mode, as described above, direct response to the customer 8 by the shop assistant 7 is basically not performed. However, even in the non-personal mode in the sight of the customer 8, for example, in the age confirmation or the like, there is a possibility that a countermeasure from the store clerk 7 or the like may be required. Therefore, the store management method according to the present embodiment can perform indirect response to the customer 8 as described below.

That is, in the store management method at least in the non-personal mode, the customer terminal 21 used by the customer 8 communicates with the clerk terminal 22 used by the clerk 7 to perform indirect response to the customer 8 by the clerk 7 . As an example, when the shop assistant 7 is in the backyard 541 and the customer 8 purchases a product 9 whose sale to persons under a certain age is restricted by laws or the like, such as tobacco and alcohol, such an indirect response is useful.

Hereinafter, the operation in the case where the shop assistant 7 indirectly confirms the age through the communication between the customer terminal 21 and the shop assistant terminal 22 will be described with reference to FIGS. 6A and 6B . Here, it is assumed that the state of the store 5 is the non-personal mode, and the store clerk 7 is in the backyard 541 performing the replenishment operation of the product 9 to the refrigerator 505 .

First, when the customer 8 purchases the commodity 9 that requires age confirmation, the customer terminal 21 receives a trigger signal from the management device 4 , for example, and transmits a request signal to the clerk terminal 22 . When the clerk terminal 22 receives the request signal, it notifies the incoming call by, for example, an incoming call sound, a light-emitting function, or a vibration function, and displays the age confirmation screen exemplified in FIG. 6B on the display unit 220 .

The age confirmation screen displayed on the clerk terminal 22 includes an image 221 , an OK button 222 , an NG button 223 , a text area 224 , a first cursor 225 , a second cursor 226 , a notification button 227 , and a history button 228 . The image 221 is an image of the customer 8 captured by the camera of the customer terminal 21, and is displayed using the image data included in the request signal. The OK button 222 is an object to be operated (clicked) by the clerk 7 when the clerk 7 judges that the age of the customer 8 is above a certain age (in other words, the age confirmation is "successful"). The NG button 223 is an object to be operated (clicked) by the clerk 7 when the clerk 7 judges that the age of the customer 8 is less than a certain age (in other words, age confirmation "failed"). The character area 224 is an area for displaying character strings, and is displayed using character data included in the request signal. In the example of FIG. 6B , in the age confirmation, the character string “20 years old or older?” is displayed as a character string including information indicating a specific age, which is a reference for comparison with the age of the subject, in the character area 224 . . The first cursor 225 and the second cursor 226 are objects that the clerk 7 operates (clicks) when switching the image 221 . The notification button 227 is an object to be operated (clicked) by the store clerk 7 when performing notification. The history button 228 is an object to be operated (clicked) by the clerk 7 when the clerk terminal 22 confirms the history of the work log or the like.

As a result, the shop assistant 7 carrying the shop assistant terminal 22 can view the image 221 of the customer 8 displayed on the display unit 220 and confirm the age. At this time, when it is difficult to distinguish the age of the customer 8 in the image 221 due to the face of the customer 8 facing downward in the image 221, the store clerk 7 can switch the image by operating the first cursor 225 or the second cursor 226. 221. When the first cursor 225 is operated, the image 221 is switched to the previous (old) image in time series. When the first cursor 225 is operated, the image 221 is switched to the next (new) image in the time series. In order to switch the image 221 when the first cursor 225 or the second cursor 226 is operated, a plurality of image data are required. These multiple pieces of image data may be included in the request signal and transmitted from the customer terminal 21 to the clerk terminal 22 collectively, or may be transmitted one by one from the customer terminal 21 to the clerk terminal 22 every time the first cursor 225 or the second cursor 226 is operated. .

Thereby, the store clerk 7 can be in the backyard 541 and the face of the customer 8 in the shopping area 521 can be confirmed by the image 221 displayed on the store clerk terminal 22 . At this time, when the store clerk 7 determines that the age of the customer 8 is equal to or older than the specific age, the store clerk 7 operates the OK button 222 to perform an operation of "accept". Thereby, the clerk terminal 22 accepts the operation of "accept" from the clerk 7 and transmits a response signal including the result of the age confirmation ("success" in this case) to the management device 4 . Thereby, the management apparatus 4 transmits a permission signal to the self-checkout apparatus 11, for example. The self-checkout apparatus 11 that has received the acceptance signal judges that the age verification has been successful, and continues the sales process of specific products (alcoholic beverages, tobacco, etc.). On the other hand, when the age verification fails, the self-checkout apparatus 11 suspends the sales process of the specific product.

In this way, even in the non-personal mode, through the communication between the customer terminal 21 and the clerk terminal 22 , indirect responses to the customer 8 by the clerk 7 can be performed. As a result, the customer 8 can also receive the response from the store clerk 7 even in the non-personal mode, so to speak indirectly. In addition, the store clerk 7 can simultaneously respond to the customer 8 in the work area 54 such as the backyard 541 . Therefore, for example, it is easy to concentrate on work such as inspection, and the work efficiency can be reduced, thereby reducing the burden on the store clerk 7 .

Furthermore, the store management method according to the present embodiment can also execute the customer 8 from the remote site 6 through communication between the monitoring terminal 62 of the remote site 6 located outside the store 5 and at least one of the customer terminal 21 and the clerk terminal 22 . response. That is, in the present embodiment, the monitoring terminal 62 at the remote site 6 can communicate with the management device 4 via the network 63 , and can also communicate with the customer terminal 21 and the clerk terminal 22 via the management device 4 . Therefore, for example, by replacing the store clerk terminal 22, the monitoring terminal 62 communicates with the customer terminal 21, so that even in the non-personal mode and the store clerk 7 is not present in the store 5, the employee of the remote base 6 can replace the store clerk 7. , and respond to customer 8.

(4) Modifications

Embodiment 1 is only one of various embodiments of the present disclosure. Embodiment 1 can be variously modified in accordance with design and the like as long as the object of the present disclosure can be achieved. In addition, the same functions as those of the store management method according to Embodiment 1 may be realized by a computer program, a non-transitory recording medium in which the computer program is recorded, or the like.

Hereinafter, modifications of the first embodiment will be listed. The modifications described below can be appropriately combined and applied.

The store management system 10 in the present disclosure includes, for example, a computer system in the management device 4 , the store assistant terminal 22 , and the like. The computer system has the processor as hardware and the memory as the main structure. The function of the store management system 10 in the present disclosure can be realized by the processor executing the program recorded in the memory of the computer system. The program may be pre-recorded in the memory of the computer system, provided through an electrical communication line, or may be provided by being recorded on a non-transitory recording medium such as a memory card, optical disk, and hard disk drive that can be read by the computer system. The processor of a computer system consists of one or more electronic circuits including semiconductor integrated circuits (ICs) or large scale integrated circuits (LSIs). A plurality of electronic circuits can be aggregated in one chip, or can be distributed in a plurality of chips. A plurality of chips can be aggregated in one device, or can be distributed in a plurality of devices.

In addition, it is not an essential structure for the store management system 10 to integrate a plurality of functions in the store management system 10 into one housing, and the components of the store management system 10 may be distributed and provided in a plurality of housings. Furthermore, at least a part of the functions of the store management system 10 , for example, a part of the functions of the management device 4 may be realized by cloud (cloud computing) or the like.

Conversely, in Embodiment 1, the functions of at least a part of the store management system 10 dispersed in a plurality of apparatuses may be integrated in one casing. For example, the functions of a part of the store management system 10 dispersed in the management device 4 and the control device 18 may all be integrated into the management device 4, and in this case, the control device 18 can be omitted.

In addition, with regard to a part of the processing of the store management method, such as switching processing, stay switching processing, and change processing, techniques such as machine learning can also be used. In particular, it is preferable to use techniques such as machine learning in terms of under what conditions switching to the human mode or the non-human mode will lead to an increase in sales of the store 5 and a reduction in the burden on the store clerk 7 .

In addition, the application of the store management system 10 is not limited to the convenience store, and the store management system 10 may be installed in the store 5 other than the convenience store.

In addition, the function of age confirmation based on the indirect response of the shop assistant 7 to the customer 8 is not an essential structure of the store management system 10, and the function of age confirmation may be omitted.

In addition, the clerk terminal 22 and the monitoring terminal 62 are not limited to a smartphone, and may be, for example, a tablet terminal, a personal computer, or a wearable terminal such as a watch type or glasses type. Furthermore, the clerk terminal 22 and the monitoring terminal 62 are not limited to general-purpose terminals, and may be dedicated terminals of the store management system 10 . In addition, the customer terminal 21 is not limited to a fixed-type dedicated terminal, and may be implemented, for example, by a general-purpose or dedicated mobile terminal (eg, a smartphone) of the store management system 10 similarly to the clerk terminal 22 . In addition, the shop assistant terminal 22 and the monitoring terminal 62 may be fixed-type dedicated terminals similarly to the customer terminal 21 .

In addition, it is not an essential structure of the store management method that the stay switching process for switching the stay permission mode and the stay suppression mode and the switching process for switching between the human mode and the non-human mode are linked. For example, the "judgment condition" used in the switching process and the "staying judgment condition" used in the stay switching process may be different from each other. In this case, the switching unit 42 performs switching between the human-targeted mode and the non-human-targeted mode according to the determination condition, and switches between the staying permission mode and the staying inhibiting mode according to the stay determination condition, respectively.

In addition, the switching process of switching between the human mode and the non-human mode is not limited to the configuration performed automatically by the switching unit 42 , and may be performed manually by, for example, the store clerk 7 or the like. Specifically, if the first shutter 31 is an electric shutter, the operation of the switch for its operation is included in the determination condition. In other words, for example, the store clerk 7 operates the switch of the first shutter 31 so that the first shutter 31 is closed and the determination condition is satisfied, thereby switching from the human-facing mode to the non-human-facing mode. When, for example, an employee of the remote site 6 operates the monitoring terminal 62 to close the first gate 31, this operation is performed and the judgment condition is satisfied, and the mode is switched from the human-facing mode to the non-human-facing mode. Further, if the "partition" separating the person-to-person area 51 and the non-person-to-person area 52 is a partition part, a rope or a chain, etc., then based on the settings of these partition parts, ropes or chains, etc., and satisfying the judgment conditions, from the The human mode is switched to the non-human mode.

Hereinafter, the layout of the stores 5A and 5B according to the modified example will be described with reference to FIGS. 7A and 7B . 7A and 7B are schematic diagrams of stores 5A and 5B, as in FIG. 3 , and schematically show various devices installed in stores 5A and 5B, such as the self-checkout device 11 and the service providing terminal 12 . Hereinafter, only the main differences from the store 5 (see FIG. 3 ) described in Embodiment 1 will be described.

In the store 5A according to the first modification, as shown in FIG. 7A , the counter 501 is not arranged near the center of the store 5A, but is arranged at a position directly inside the store when viewed from the entrance 50 . In addition, in the example of FIG. 7A , the convenience area 522 is located on the left-hand side when the inside of the store is viewed from the doorway 50 . Furthermore, the eating area 53 is located in the position on the left hand side when the inside of the store is viewed from the entrance 50 . The work area 54 is located on the right-hand side when the inside of the store is viewed from the entrance 50 , and is formed in an L-shape in plan view so as to be connected to the counter 501 . Here, the second shutter 32 is arranged between the eating area 53 and the convenience area 522 . Furthermore, the vending machine 14 is not arranged in the convenience area 522 but is arranged in the shopping area 521 . In this vending machine 14 , the payment port 141 used by the customer 8 is exposed in the shopping area 521 , and the maintenance port 142 used by the clerk 7 is exposed in the work area 54 .

In the store 5B according to the second modification, as shown in FIG. 7B , the counter area 51 includes only the counter area 511 and the connection area 512 is omitted. Therefore, the counter area 511 is separated from the work area 54 (backyard 541).

(Embodiment 2)

The store management method according to the present embodiment differs from the store management method according to Embodiment 1 in that a plurality of stores 5 are managed. Hereinafter, about the same structure as Embodiment 1, the common code|symbol is attached|subjected and description is abbreviate|omitted suitably.

That is, while the store management method according to the first embodiment takes one store 5 as the management object, the store management method according to the present embodiment takes a plurality of stores 5 as the management object, and thus includes the cooperation places among the plurality of stores 5 more diverse management. Specifically, in the present embodiment, the management devices 4 of the plurality of stores 5 are connected to one server device 61 . Thereby, at the remote base 6, centralized management of the plurality of stores 5 can be performed.

The store management method according to the present embodiment is particularly useful when, for example, there is movement of a store clerk 7 between a plurality of adjacent stores 5 . Specifically, for example, it is assumed that one store clerk manages the first store 5 and the second store 5 in the middle of the night. In this case, it is preferable that the store 5 where the clerk 7 is located is set to the person-facing mode, and the store 5 that the clerk 7 is not is set to the non-person-facing mode. In other words, when the clerk 7 is in the first store 5, the first store 5 is set to the human-facing mode, and the second store 5 is set to the non-human-facing mode. Thereby, especially in the time period when the number of customers is small, it becomes easy to serve concurrently as the store clerk 7 .

The various structures described in Embodiment 2 can be appropriately combined with the various structures (including modified examples) described in Embodiment 1 and employed.

(Summarize)

As described above, the store management method according to the first aspect is to store ( 5, 5A, 5B) store management method for management. The store management method includes switching processing of switching the state of the store ( 5 , 5A, 5B) between the human-facing mode and the non-human-facing mode according to predetermined determination conditions. The person-to-person mode is a mode in which a customer (8) directly responds to a shop assistant (7) in a store (5, 5A, 5B). The non-personal mode is a mode in which direct response to the customer (8) by the clerk (7) is not performed in the store (5, 5A, 5B).

In this way, the direct response to the customer (8) by the clerk (7) is not always performed, and in the non-human mode, the direct response to the customer (8) by the clerk (7) is not performed. Therefore, when a customer (8) who comes to a store (5, 5A, 5B) buys a product (9), if the state of the store (5, 5A, 5B) is in the human mode, for example, the store clerk (7) is in the In the settlement of the product (9), etc., direct response to the customer (8) is performed. On the other hand, if the state of the store (5, 5A, 5B) is the non-personal mode, for example, the customer (8) performs the settlement of the product 9 through the customer (8) itself, and the clerk (7) does not perform the customer (8). ) direct response. In this way, by setting the state of the store (5, 5A, 5B) to the human mode by the store management method, the customer (8) can receive the assistance of the store clerk (7) in the work such as settlement, for example, so it is possible to Shop smoothly. On the other hand, by setting the mode of the store (5, 5A, 5B) to the non-personal mode, the store clerk (7) can easily concentrate on, for example, inspections without requiring direct response from the customer (8). It is possible to reduce the burden on the store clerk (7) by performing the work and realizing the efficiency of the work. As a result, according to the store management method, it is easy to obtain the satisfaction of both the customer (8) and the store (5).

In the store management method according to the second aspect, in the first aspect, the store ( 5 , 5A, 5B) includes a person-facing area ( 51 ) and a non-person-facing area ( 52 ). The person-to-person area ( 51 ) is an area where the store clerk ( 7 ) is located when responding to the customer ( 8 ) at least in the person-to-person mode. The non-personal area (52) is an area where the customer (8) can move at least in the non-personal mode.

In this way, since it is divided into a person-facing area (51) and a non-person-facing area (52), at least the activity route of the customer (8) in the non-personal mode can be shortened, and the shopping destination of the customer (8) can be realized. Shortening of time required.

In the store management method according to the third aspect, in the second aspect, the switching process is performed by opening and closing the partition (the first shutter 31 ) that separates the person-to-person area ( 51 ) and the non-person-to-person area ( 52 ) Executes switching between human mode and non-human mode. The human-facing mode is in the state where the partition is open, and the non-human-facing mode is in the state where the partition is closed.

In this way, it is possible to easily switch between the human-facing mode and the non-human-facing mode simply by opening and closing the partition that separates the human-facing area ( 51 ) and the non-human-facing area ( 52 ).

In the store management method according to the fourth aspect, in the second or third aspect, the person-to-person area (51) includes a counter area (511) and a connection area (512). The counter area (511) is an area accessible from the non-personal area (52). The connection area ( 512 ) is an area that connects the work area ( 54 ) and the counter area ( 511 ) in the store ( 5 , 5A, 5B) for the clerk ( 7 ) to perform operations other than dealing with the customer ( 8 ).

In this way, since the work area ( 54 ) and the counter area ( 511 ) are connected by the connection area ( 512 ), the movement of the clerk ( 7 ) between the work area ( 54 ) and the counter area ( 511 ) is facilitated. Therefore, it is possible to reduce the burden on the shop assistant (7) accompanying the movement.

In the store management method according to the fifth aspect, in any one of the second to fourth aspects, the non-personal area ( 52 ) includes a shopping area ( 521 ) and a convenience area ( 522 ). The shopping area ( 521 ) is an area where the customer ( 8 ) settles the product ( 9 ) selected by the customer ( 8 ) from among the plurality of products ( 9 ) and displayed in the non-personal area ( 52 ). The convenient area (522) is located farther than the shopping area (521) as viewed from the entrance (50) of the store (5, 5A, 5B), and the customer (8) accepts payment in the unnecessary shopping area (521). the area in which the service is provided. At least a part of the person-facing area (51) is located between the shopping area (521) and the convenience area (522).

In this way, since the shopping area (521) is arranged at a position close to the entrance (50) of the stores (5, 5A, 5B), it is possible to shorten the number of customers (8) purchasing the product (9) in the shopping area (521). Activity routes (A1, B1). Therefore, the time required for shopping by the customer (8) can be shortened.

In the store management method according to the sixth aspect, in the fifth aspect, a self-checkout device (11) is installed in the shopping area (521) for the customer (8) to perform the payment without going through the clerk (7). In the convenient area (522), at least one automatic response device different from the self-checkout device (11) is installed.

In this way, even in the shopping area (521), the customer (8) can purchase the product (9) without going through the clerk (7). Furthermore, in the convenience area (522), the customer (8) can receive different services from the shopping area (521).

In the store management method according to the seventh aspect, in the sixth aspect, at least one automatic response device includes a service providing terminal (12) that provides a service to a customer (8), and a delivery to the customer (8) At least one of the pick-and-place delivery boxes (13).

In this way, it is possible to increase the frequency of use of the store (5, 5A, 5B) by the customer (8) even in the non-person mode through at least one of the service providing terminal (12) and the delivery box (13). .

The store management method according to the eighth aspect, in any one of the first to seventh aspects, further includes a stay switching process that switches the stay permission mode and the stay suppression mode according to predetermined stay determination conditions. The stay permission mode is a mode that allows the entry of the customer (8) to the customer stay area (eating area 53) in the store (5, 5A, 5B). The stay suppression mode is a mode for suppressing the entry of the customer (8) to the customer stay area.

In this way, the customer stay area is not always used by the customer (8), and in the stay suppression mode, the use of the customer stay area by the customer (8) is restricted. Therefore, in the shop assistant (7), the frequency of operations such as monitoring and cleaning of the customer staying area can be reduced, and the burden on the shop assistant (7) can be reduced.

In the store management method according to the ninth aspect, in any one of the first to eighth aspects, at least in the non-personal mode, the customer terminal ( 21 ) used by the customer ( 8 ) and the store clerk used by the store clerk ( 7 ) The communication of the terminal (22) executes the indirect response to the customer (8) by the clerk (7).

In this way, even in the non-human mode, the customer ( 8 ) can receive indirect response from the store clerk ( 7 ).

In the store management method according to the tenth aspect, in the ninth aspect, communication with the customer terminal (21) is performed through the monitoring terminal (62) of the remote base (6) located outside the store (5, 5A, 5B). , and respond to the customer (8) from the remote base (6).

In this way, for example, the customer (8) can receive the response from the remote base (6) even when the clerk (7) is not in the store (5, 5A, 5B).

The store management method according to the eleventh aspect, in any one of the first to tenth aspects, further includes a change process for changing the store (5, 5A, 5B) in association with switching between the human mode and the non-human mode. ) security level.

In this way, since the security level of the store (5, 5A, 5B) is changed with the switching between the human-facing mode and the non-human-facing mode, a security level suitable for the state of the store (5, 5A, 5B) can be applied.

In the store management method according to the twelfth aspect, in any one of the first to eleventh aspects, the determination conditions include the number of shop assistants ( 7 ), the number of customers ( 8 ), the status of the shop assistant ( 7 ), time information, and At least one condition of the environmental information related to the store (5, 5A, 5B).

In this way, according to at least one of the number of shop assistants ( 7 ), the number of customers ( 8 ), the status of the shop assistant ( 7 ), time information, and environmental information related to the shops ( 5 , 5A, 5B), it is possible to switch appropriately Human mode and non-human mode.

The store management method according to the thirteenth aspect, in any one of the first to twelfth aspects, further includes a presentation process that presents to the customer (8) that the state of the store (5, 5A, 5B) is the human mode and the Which mode of non-human mode.

In this way, even in the customer (8), it is possible to grasp which mode the state of the store (5, 5A, 5B) is in the human mode or the non-human mode. Therefore, for example, it is easy to attract customers ( 8 ) and the like who wish to use the stores ( 5 , 5A, 5B) of the pair-to-person mode.

The store management system (10) according to the fourteenth aspect is a store (5, 5A, 5B) to manage the store management system (10). The store management system (10) includes a switching unit (42) that switches the state of the stores (5, 5A, 5B) between the human-facing mode and the non-human-facing mode according to predetermined determination conditions. The person-to-person mode is a mode in which a customer (8) directly responds to a shop assistant (7) in a store (5, 5A, 5B). The non-personal mode is a mode in which direct response to the customer (8) by the clerk (7) is not performed in the store (5, 5A, 5B).

In this way, the direct response to the customer (8) by the clerk (7) is not always performed, and in the non-human mode, the direct response to the customer (8) by the clerk (7) is not performed. Therefore, when a customer (8) who comes to a store (5, 5A, 5B) buys a product (9), if the state of the store (5, 5A, 5B) is in the human mode, for example, the store clerk (7) is in the In the settlement of the product (9), etc., direct response to the customer (8) is performed. On the other hand, if the state of the store (5, 5A, 5B) is the non-personal mode, for example, the customer (8) performs the settlement of the product 9 through the customer (8) itself, and the clerk (7) does not perform the customer (8). ) direct response. In this way, the store management system (10) sets the state of the stores (5, 5A, 5B) to the human mode, so that the customer (8) can receive assistance from the store clerk (7) in operations such as settlement, for example, Therefore, shopping can be performed smoothly. On the other hand, by setting the mode of the store (5, 5A, 5B) to the non-personal mode, the store clerk (7) does not require direct response from the customer (8), for example, it is easy to concentrate on the work such as inspection, and the work can be realized The efficiency is improved, and the burden on the store clerk (7) can be reduced. As a result, with the store management system (10), it is easy to obtain the satisfaction of both the customer (8) and the store (5).

Not limited to the above-described embodiments, various configurations (including modifications) of the store management methods according to Embodiments 1 and 2 can be realized by the store management system (10).

The structures according to the second to thirteenth aspects are not necessary for the store management method, and can be omitted as appropriate.

Claims (14)

1. A store management method for managing a store that sells a plurality of products in a state where at least some of the products are displayed, the store management method comprising: Switching processing between a person-to-person mode in which direct response to a customer by a store clerk is performed in the store and a non-person-to-person mode in which direct response to the customer by the clerk is not performed in the store according to predetermined determination conditions Toggles the state of the store between. 2. The store management method according to claim 1, wherein, The store includes a human-facing area where the clerk is at least in the human-facing mode when dealing with the customer, and a non-human-facing area where the customer can move at least in the non-human-facing mode. 3. The store management method according to claim 2, wherein, In the switching process, the switching between the human-facing mode and the non-human-facing mode is performed by opening and closing a partition that separates the human-facing area and the non-human-facing area so that the gap is The human-facing mode is in a state where the partition is open, and the non-human-facing mode is in a state where the partition is closed. 4. The store management method according to claim 2 or 3, wherein, The person-to-person area includes: a counter area that can be accessed from said non-personal area; and A connection area connects a work area in the store for the clerk to perform operations other than dealing with the customer, and the counter area. 5. The store management method according to any one of claims 2 to 4, wherein The non-personal area includes: a shopping area for performing settlement of a commodity selected by the customer from the commodities displayed in the non-personal area among the plurality of commodities; and The convenience area is arranged at a position farther than the shopping area when viewed from the entrance and exit of the store, and the customer accepts provision of services that do not require settlement in the shopping area, At least a portion of the person-to-person area is located between the shopping area and the convenience area. 6. The store management method according to claim 5, wherein, In the shopping area, a self-checkout device is installed for the customer to perform the checkout without going through the store clerk, At least one automatic response device different from the self-service settlement device is installed in the convenience area. 7. The store management method according to claim 6, wherein, The at least one automatic response device includes at least one of a service providing terminal that provides a service to the customer, and a delivery box that picks up and places a delivery to the customer. 8. The store management method according to any one of claims 1 to 7, wherein The store management method further includes a stay switching process for allowing the customer to enter a stay permission mode in a customer stay area in the store and inhibiting the customer from entering the store according to predetermined stay determination conditions. The stay suppression mode of the customer stay area is switched. 9. The store management method according to any one of claims 1 to 8, wherein At least in the non-human mode, the indirect response to the customer by the store clerk is performed through communication between the customer terminal used by the customer and the store clerk terminal used by the store clerk. 10. The store management method according to claim 9, wherein, The response to the customer from the remote site is performed through communication between a monitoring terminal located at a remote site outside the store and the customer terminal. 11. The store management method according to any one of claims 1 to 10, wherein: The store management method further includes a change process for changing the security level of the store in association with switching between the human-facing mode and the non-human-facing mode. 12. The store management method according to any one of claims 1 to 11, wherein: The determination condition includes at least one condition of the number of the shop assistants, the number of the customers, the status of the shop assistants, time information, and environmental information related to the store. 13. The store management method according to any one of claims 1 to 12, wherein The store management method further includes a prompting process that prompts the customer which mode of the human-facing mode and the non-human-facing mode is the state of the store. 14. A store management system for managing a store that sells a plurality of products in a state where at least some of the products are displayed, the store management system comprising: A switching unit is configured to switch between a person-to-person mode in which direct response to customers by a store clerk is performed in the store, and a non-person-to-person mode in which direct response to the customer by the store clerk is not performed in the store according to predetermined determination conditions. Toggles the state of the store between.