In-queue merchandising is essential for enhancing customer satisfaction and boosting impulse sales during wait times in retail settings. Effective strategies include using displays that engage customers, optimizing queue space, and balancing merchandise to avoid overwhelming or underutilizing the area. Best practices emphasize maintaining visual appeal and accessibility while incorporating digital signage for promotional content.

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65%of retail sales
are driven by
impulse shopping.
Time spent waiting
is time that can be
spent shopping.
As the perception of
waiting time increases,
customer satisfaction decreases.
If customers are distracted while they wait,
their experience is more interesting and
customer satisfaction increases.
IN-QUEUE MERCHANDISING:
WHAT IS IT
MERCHANDISING
MATTERS
WHY RETAILERS NEED TO
MERCHANDISE THE QUEUE
Stanchions, racks, baskets, signage,
and other accessories that combine
to form a queue while displaying
products or advertising messages to
customers waiting in line.
SALE
BENEFITS OF
IN-QUEUE MERCHANDISING
STEPS TO PLANNING
Increase profit per square foot
Keep people occupied while waiting
Capture more impulse sales
Customer satisfaction increases
Perceived wait times decrease
Facilitate customer flow
The lanes need to be wide enough to
accommodate people, merchandise and
carts. The type and amount of your
merchandise will vary based on having a
single-line or multiple-line queue setup, as
well as the width and structure of your queue.
Determine your space and formation1
Make ebb and flow organic, using
retractable belts with merchandise also
available on the shorter lines.
Make it scalable5
Use merchandising displays
Merging the typical checkout line belts and
stanchions with merchandising is highly
effective and spatially efficient.
Combine belts and merchandise racks2
3
Standard post-top signage and a belted
stanchion marks the recognized entrance
to the waiting line.
Mark an entrance4
ENTER
BEST PRACTICES
5 BIG MISTAKES TO AVOID
Keep it Balanced
Just as having too little merchandise can
be wasted opportunity, overstuffing your
queue with merchandise is also ineffective.
Maintain the Perimeter
Don’t neglect the outside of the queue.
It can be highly effective in your
merchandising plan.
Start Small
Before you overhaul your waiting line,
give it a try with something simple,
like merchandising bowls.
Bring Your Products to Life
Use digital signage to display
informational or promotional videos
related to the products on display.
Finding the right balance is key.
Too much is overwhelming.
Not enough is a missed
opportunity.
Too Much
or Not Enough
The simple and functional
solution that lets people know
instantly what the merchandise
is and what it costs.
Missing
Signage
Displays that are too tall create
a merchandising tunnel that can
make customers feel “boxed-in”
and uncomfortable.
Too-high
Displays
Merchandising narrows the lane
so be sure to account for racks,
displays, tables, etc. when
planning the queue space.
No Space
to Get By
When you shorten up the line
is your merchandising left
hanging?
Neglecting the
“Short-Cut”
From impulse bowls
attached right on
the stanchions, to
signage, display
walls, racks, in-line
tables, and hooks
and shelves, the
options are many
and scalable to
better present
your selection
of products.