Date Target Participants Tentative Itinerary NEW INFORMATION

1
2009 SERVICE & COURTESY
AWARD WINNERS
10/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong.
Tel: 2866 8311 Fax: 2866 8380 Website: www.hkrma.org
MEMORANDUM TO:
18 January 2010
Members of the Hong Kong Retail Management Association
and Fellow Retailers
SUBJECT:
JAPAN STUDY TOUR
15-19 March 2010
HKRMA will be organizing a study tour to Tokyo, Japan on 15-19 March 2010
(Monday–Friday). The objective of the tour is to further enhance the training and
development of local retailing staff, while promoting the understanding of customer
service best practices in Japan.
The Japan Retailers Association has for many years been most helpful in assisting
HKRMA in organizing the study tour and it will again be the host this year.
As in the past years, the focus of the 2010 study tour is still on customer service - one
of the most vital aspects of a retail business. By visiting these retail establishments,
study tour participants will not only learn about Japanese retailers’ service culture and
service delivery, but also have a glimpse of the training that they provide to their
frontline staff. It would be a useful and rewarding experience for our study tour
participants.
Date
15-19 March 2010 (Monday - Friday)
2009 SERVICE RETAILERS
OF THE YEAR
Target Participants
Frontline Retail Staff
Middle Management
Tentative Itinerary
NEW INFORMATION
Date
Itinerary
15 Mar 2010 (Mon) Depart Hong Kong and arrive Tokyo
16 Mar 2010 (Tue) Daimaru TOKYO (Department Store)
Tokyu Store School of Retail Business (Training Center)
Precce Premium Tokyo Midtown (Supermarket)
Tokyo Midtown
(Shopping Center)
17 Mar 2010 (Wed) Denny’s Koutouedagawa (Restaurant)
Itoyokado Kiba
(General Merchandise Store)
AKIHABARA
(Electronic & electrical
appliances)
18 Mar 2010 (Thur) Venus Fort (Shopping Center)
Ginza Mitsukoshi
(Department Store)
19 Mar 2010 (Fri) Half-day sight-seeing
Return to Hong Kong
The above itinerary is subject to the final confirmation of Japan Retailers Association.

2
Programmes of Store Visits
a. Management Briefing (approximately 45 minutes – 1 hour)
Management representatives of the companies being visited will provide briefings that cover:
The company’s service culture, skills of service delivery (at store level and general services
offered to customers)
Customer service training to retail staff
Branding, marketing and promotion skills
Store decoration / visual merchandizing
Question-and-answer session
b. Store Tour (approximately 1 to 1.5 hours)
Visual merchandizing in practice
Store decoration / window display techniques
Customer oriented service facilities
Projects
In order to ensure that participant obtains maximum benefit from the tour, participant will be required
to submit a project. Participant will be informed of the details in the briefing session.
Pre-Departure Briefing Session
All participants will be required to attend a briefing session prior to departure. Members will be
briefed on the details of all visits, itinerary, general information about Japan and the project.
Members will be informed of the date and time of the briefing session in due course.
Language
Simultaneous interpretation from Japanese to Cantonese will be provided.
Participation Fee
Tour Fee
HK$10,800 per person (for HKRMA members)
HK$13,800 per person (for non-HKRMA members)
The above tour fee includes a roundtrip economy class flight ticket, 4 days’
accommodation on a twin-sharing basis, meals, transportation, HK security charge, HK
airport tax, Tokyo airport tax, fuel surcharges and handling fee, interpreter, and
souvenirs to companies.
Other charges
Cost of travel document, visa fee and handling charges (if applicable), travel insurance and all other
expenses of personal nature are not included. Participants have to arrange at their own costs in
advance. Other extra charges are listed as follows:
1. Gratuities of escort guide and drivers: HK$500
2. Single room surcharge: HK$2,500 for 4 days’ accommodation
3. Stay behind surcharge: HK$900
4. Surcharge for holders of Chinese passport: HK$3,000

3
Accommodation
The hotel accommodation of the tour is on a twin-sharing basis (except for those participants who
request for a single room). If in any case the Association cannot group 2 persons to a room, and in
any event where a participant has been singled out, the Association will adopt a first-come,
first-served basis on the grouping and the last 3 participants enrolled will be invited to group together
to a room (i.e. 3 persons in a room).
Participants, who would like to stay behind after the trip, are required to arrange accommodation for
the extra days on their own.
Stay Behind Arrangement
Participants, who would like to stay behind after the trip, are required to indicate the preferred
departure date and time in the enrollment form. However, the stay behind arrangement is subject to
confirmation with travel agency.
Participants could only stay behind within 8 days from the departure date from Hong Kong i.e. not
later than 22 March 2010. If participants return to Hong Kong after 22 March 2010, he/she will need
to purchase a separate air ticket to and from Tokyo at an extra cost.
Gratuities of escort guide and drivers
Participants are required to pay the gratuities for the esocrt guide and drivers on 18 March 2010.
Travel Insurance
Participants are reminded to purchase their own travel insurance
Enrollment
1. Please complete and return the attached enrolment form plus a copy of passport data page to
HKRMA by fax or mail before Thursday, 4 February 2010.
2. Due to limited space available, all bookings will be made on first-come-first-served basis.
3. In case the enrollment is unsuccessful, HKRMA will notify the contact person individually.
4. No cancellations will be accepted after enrollment.
Should you have any further queries, please feel free to contact Ms. Veronica Fan of the Association at
2892 2561.

To: Hong Kong Retail Management Association
10/F., First Commercial Building,
33-35 Leighton Road
Hong Kong
Tel: 2866 8311 Fax: 2866 8380 Website: www.hkrma.org
COMPANY INFORMATION
Company Name:
ENROLMENT FORM
2010 JAPAN STUDY TOUR
(15-19 March 2010, Monday-Friday)
Application Deadline
4 February 2010
4
Address 地
: 址
Contact Person (Mr/Ms):
Position:
Tel: Fax: Email:
PARTICIPANT LIST
(Mr / Ms)
Name Position Contact no. Are you a HK
resident?
(please ̌)
Single
Room
(please ̌)
19 Mar 2010
(please ̌)
Date return to HK
Stay behind*
(Mr / Ms)
(Mr / Ms)
(Mr / Ms)
(Mr / Ms)
*Please indicate the preferred departure date & time (am or pm). Stay behind arrangement is subject to
confirmation with travel agency.
PAYMENT (please enclose a cheque payable to Hong Kong Retail Management Association Ltd)
Unit price (HK$) No. of participant(s) Amount (HK$)
Tour Fee $10,800(member) / $13,800 (non-member) **
Stay Behind $900
Single Room $2,500
TOTAL
Please enclose with a copy of passport data page showing name of participant,
passport no. and date of birth.
**please delete where inappropriate