Term
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Definition
| an analysis that identifies the performance of individual SKU's in the assortment plan. It is used to determine which SKUs should be in the plan and how much backup stock and resulting product availability are provided for each SKU in the plan |
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Term
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Definition
| the set of SKUs that a retailer will offer in a merchandise category in each of its stores and from its website |
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Term
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Definition
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Term
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Definition
| inventory for which the level goes up and down due to the replenishment process |
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Term
|
Definition
| categories that are in continuous demand over an extended time period |
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Term
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Definition
| stocking out of a specific size or color SKU |
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Term
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Definition
| the number of different merchandising subcategories offered |
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Term
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Definition
| the vendor who works with the retailer to develop a better understanding of consumer shopping behaviors, create assortments that satisfy consumer needs, and improve the profitability of the merchandise category |
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Term
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Definition
| an approach to managing merchandise that assigns one buyer or category manager to oversee all merchandising activities for the entire category |
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Term
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Definition
| a group of items targeting the same customer type - the third level for categorizing merchandise and organizing merchandise management activities |
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Term
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Definition
| systems that involve continuously monitoring merchandise sales and generating replacement orders, often automatically, when inventory levels drop below predetermined levels |
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Term
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Definition
| the second level in the merchandise classification scheme. They are managed by divisional merchandise managers (DMMs) |
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Term
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Definition
| the process of determining the variety and assortment for a category |
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Term
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Definition
| categories that are in demand only for a relatively short period of time |
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Term
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Definition
| the percentage of SKUs received complete on a particular order from a vendor |
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Term
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Definition
| a small group of respondents interviewed by a moderator using a loosely structured format |
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Term
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Definition
| an unstructured personal interview in which the interviewer uses extensive probing to get individual respondents to talk in detail about a subject |
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Term
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Definition
| the amount of time between the recognition that an order needs to be placed and the point at which the merchandise arrives in the store and is ready for sale |
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Term
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Definition
| funds vendors give retailers to cover lost gross margin dollars due to the markdowns needed to sell unpopular merchandise |
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Term
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Definition
| specifies the amount of merchandise in dollars (not units) that needs to be delivered during a month, based on the sales forecast, the planned discounts to employees and customers, and the level of inventory needed to support the sales and achieve the desired GMROI objectives |
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Term
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Definition
| an assortment of items that customers see as substitutes for one another |
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Term
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Definition
| the highest classification level of organization of the merchandise i.e. women's apparel, cosmetics, home & kitchen, etc |
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Term
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Definition
| the process by which a retailer attempts to offer the appropriate quantity of the right merchandise, in the right place and at the right time, so that it can meet the company's financial goals |
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Term
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Definition
| the number of each SKU in the assortment plan that the buyer wants to have available for purchase |
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Term
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Definition
| a method for evaluating vendors that uses a weighted-average score for each vendor. The score is based on the importance of various issues and the vendor performance on those issues |
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Term
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Definition
| a system used to keep track of the actual merchandise flows--what the present inventory level is, when purchased merchandise is scheduled for delivery, and how much has been sold to customers |
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Term
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Definition
| the amount of inventory below which the quantity available shouldn't go or the item will be out of stock before the next order arrives |
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Term
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Definition
| the retailer's information system determines the inventory level at each point in time by comparing the sales made through the POS terminals with the shipments received by the store |
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Term
| Product Availability/Service Level/Level of Support |
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Definition
| the percentage of the demand for a particular SKU that is satisfied |
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Term
| Safety/Backup/Buffer Stock |
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Definition
| number of units held that determines product availability |
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Term
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Definition
| categories that consist of items whose sales fluctuate dramatically depending on the time of year |
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Term
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Definition
| compares actual and planned sales to determine whether more merchandise is needed to satisfy demand or whether price reductions (markdowns) are require |
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Term
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Definition
| slightly damaged from being displayed and handled by customers for a long time |
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Term
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Definition
| inventory losses caused by shoplifting, employee theft, merchandise being misplaced or damaged, and poor bookkeeping |
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Term
| SKU Rationalization Program |
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Definition
| a program that analyzes the benefits the retailers might gain from deleting, adding, or keeping certain items in their assortments |
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Term
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Definition
| the smallest unit available for inventory control |
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Term
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Definition
| specifies the amount of inventory that should be on hand at the beginning of the month to support the sales forecast and maintain the inventory turnover objective for the category |
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Term
| Natioal/Manufacturer's Brands |
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Definition
| products designed, produced, and marketed by a vendor and sold to many different retailers |
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Term
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Definition
| a larger company that is associated with the smaller company's brand |
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Term
|
Definition
| a brand associated with the product |
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Term
| Store/Private-Label/House/Own Brands |
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Definition
| products developed by retailers |
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Term
| Natioal/Manufacturer's Brands |
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Definition
| products designed, produced, and marketed by a vendor and sold to many different retailers |
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Term
|
Definition
| a larger company that is associated with the smaller company's brand |
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Term
|
Definition
| a brand associated with the product |
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Term
| Store/Private-Label/House/Own Brands |
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Definition
| products developed by retailers |
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Term
|
Definition
| brands that offer the consumer a product that is comparable to a manufacturer's brand quality, sometimes with modest price savings |
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Term
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Definition
| a brand that is developed by a national-brand vendor, often in conjunction with a retailer, and sold exclusively by the retailer |
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Term
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Definition
| brands that imitate the manufacturer's brand in appearance and packaging, generally are perceived as lower-quality, and are offered at lower prices |
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Term
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Definition
| brands that are labeled with the name of the commodity and thus actually have no brand name distinguishing them |
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Term
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Definition
| a concentration of vendors within a specific geographic location |
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Term
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Definition
| weeks during which buyers make appointments to visit the various vendor showrooms |
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Term
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Definition
| shows where vendors display their merchandise in designated areas and have sales representatives, company executives, and sometimes even celebrities available to talk with buyers as they walk through the exhibit area |
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Term
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Definition
| taxes collected by a government on imports |
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Term
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Definition
| organizations located in major market centers that provide services to help retailers buy merchandise |
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Term
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Definition
| an auction in which there is one buyer (the retailer) and many potential sellers (the manufacturing firms) |
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Term
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Definition
| charges imposed by a retailer to stock a new item |
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Term
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Definition
| charges imposed by a retailer to stock a new item |
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Term
| Co-Op (Cooperative) Advertising |
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Definition
| a program undertaken by a vendor in which the vendor agrees to pay for all or part of a pricing promotion |
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Term
| Strategic/Partnering Relationship |
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Definition
| a relationship that emerges when a retailer and vendor are committed to maintaining the relationship over the long term and investing in opportunities that are mutually beneficial to both parties |
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Term
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Definition
| a belief that a partner is honest and benevolent |
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Term
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Definition
| merchandise including goods made and sold without the permission of the owner of a trademark or copyright |
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Term
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Definition
| property that is intangible and created by intellectual (mental) effort as opposed to physical effort |
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Term
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Definition
| any mark, word, picture, device, or nonfunctional design associated with certain merchandise |
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Term
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Definition
| protects the original work of authors, painters, sculptors, musicians, and others who produce works of artistic or intellectual merit |
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Term
| Gray-Market/Parallel Imports |
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Definition
| involve the flow of merchandise through distribution channels, usually across international borders, other than those authorized or intended by the manufacturer or producer |
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Term
|
Definition
| similar to parallel imports but there need not be distribution across international borders |
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Term
|
Definition
| occurs when consumer goods are scarce, such as water or gasoline after a natural disaster; heavily taxes, such as cigarettes or alcohol; or illegal, such as drugs or arms |
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Term
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Definition
| occurs when a vendor or its agent offers or a buyer asks for "something of value" to influence purchase decisions |
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Term
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Definition
| a practice used by retailers in which they deduct money from the amount they owe a vendor |
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Term
| Buybacks/Stocklifts/Lift-Outs |
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Definition
| activities engaged in by vendors and retailers to get old products out of retail stores and new products in their place |
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Term
| Exclusive Dealing Agreements |
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Definition
| agreements that occur when a vendor restricts a retailer to carrying only its products and nothing from competing vendors |
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Term
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Definition
| a contract that exists when a vendor requires that a retailer take a product it doesn't necessarily desire to ensure that it can buy a product it does desire |
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Term
| Corporate Social Responsibility |
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Definition
| the voluntary actions taken by a company to address the ethical, social, and environmental impacts of its business operations |
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Term
|
Definition
| a socially responsible movement that ensures that produces receive fair prices for their products |
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Term
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Definition
| the disingenuous practice of marketing products or services as being environmentally friendly with the purpose of gaining public approval and sales rather than actually improving the environment |
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Term
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Definition
| when a company operates with consideration for the environment rather than spending resources on environmentally sound practices |
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Term
| Integrated Marketing Communication Program |
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Definition
| a program in which they integrate a variety of communication elements to deliver a comprehensive, consistent message to all customers over time, across all elements of their retail mix and across all delivery channels |
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Term
| Freestanding Insert (FSI)/Preprint |
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Definition
| an advertisement printed at the retailer's expense and distributed as an insert in the newspaper |
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Term
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Definition
| any brochure, catalog, advertisement, or other printed marketing material delivered directly to the consumer through the mail or a private delivery company |
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Term
|
Definition
| ads in local markets as opposed to national ads |
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Term
|
Definition
| special incentives or excitement-building programs that encourage consumers to purchase a particular product or service |
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Term
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Definition
| offer a discount on the price of specific items when they are purchased |
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Term
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Definition
| a refund issued by the manufacturer as a portion of the purchase price returned to the buyer in the form of cash |
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Term
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Definition
| offers an item for free or at a bargain price to reward some type of behavior, such as buying, sampling, or testing |
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Term
| Point-of-Purchase (POP) Displays |
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Definition
| merchandise displays located at the point of purchase |
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Term
|
Definition
| offer potential customers the opportunity to try a product or service before they make a buying decision |
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Term
|
Definition
| a sales promotion program comprising a number of sales promotion techniques built around a seasonal, cultural, sporting, musical, or some other type of activity |
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Term
|
Definition
| occurs when retailers support various activities, usually in the cultural or sports and entertainment sectors |
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Term
|
Definition
| a communication process in which sales associates help customers satisfy their needs through face-to-face exchanges of indformation |
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Term
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Definition
| involves managing communications and relationships to achieve various objectives, such as building and maintaining a positive image of the retailer, handling or heading off unfavorable stories or events, and maintaining positive relationships with the media |
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Term
| Cause-Related Marketing Campaign |
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Definition
| commercial activity in which businesses and charities form a partnership to market an image, product, or service for their mutual benefit |
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Term
|
Definition
| when retailers and vendors pay to have their product included in nontraditional situations, such as in a scene in a movie or television program |
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Term
| Search Engine Marketing (SEM) |
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Definition
| marketing used to improve the visibility of their websites in searches |
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Term
| Search Engine Optimization (SEO) |
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Definition
| creating and adjusting website content to show up closer to the top of a search engine results page (SERP) |
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Term
| Search Engine Results Page (SERP) |
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Definition
| lists the results that a search engine provides, in response to a user's key-word theory |
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Term
|
Definition
| sending messages over the Internet to specific individuals |
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Term
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Definition
| communication through wireless handheld devices |
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Term
| M-Commerce (Mobile Commerce) |
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Definition
| completing a transaction via a mobile device |
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Term
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Definition
| various forms of electronic communication, which users can employ to create online communities in which they share ideas, information, their interpersonal messages, and other content |
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Term
|
Definition
| a process whereby retailers can tap into a variety of online chat formats to collect consumer comments and then analyze these data to identify customers' overall attitudes and preferences for products and advertising campaigns |
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Term
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Definition
| an individual or group of users regularly post their opinions and various topical information on a web page |
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Term
|
Definition
| communication among people about an entity such as a retailer or a product or service |
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Term
|
Definition
| a short version of a blog |
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Term
|
Definition
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Term
|
Definition
| a name, term, design, symbol or any other feature that identifies one seller's good or service as distinct from those of other sellers |
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Term
|
Definition
| the value a brand image provides retailers |
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Term
|
Definition
| a potential customer's ability to recognize or recall that the brand name is a particular type of retailer or product/service |
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Term
|
Definition
| when consumers indicate they know the brand when the name is presented to them |
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Term
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Definition
| the highest level of awareness that occurs when consumers mention a specific brand name first when they are asked about the type of retailer, merchandise category, or type of service |
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Term
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Definition
| anything linked to or connected with the brand name in a consumer's memory |
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Term
|
Definition
| specific goals related to the retail communication mix's effect on the customer's decision-making process |
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Term
| Co-Op (Cooperative) Program |
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Definition
| a promotional program undertaken by a vendor and a retailer working together |
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Term
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Definition
| analysis based on the economic principle that firms should increase communication expenditures as long as each additional dollar spent generates more than a dollar of additional contribution |
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Term
| Objective-and-Task Method |
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Definition
| determines the budget required to undertake specific tasks to accomplish communication objectives |
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Term
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Definition
| method using the past sales and communication activities to determine the present communication budget |
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Term
| Affordable Budgeting Method |
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Definition
| retailers first forecast their sales and expenses, excluding communication expenses, during the budgeting period |
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Term
| Percentage-of-Sales Method |
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Definition
| sets the communication budget as a fixed percentage of forecast sales |
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Term
| Competitive Parity Method |
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Definition
| the communication is set so that the retailer's share of its communication expenses equals its share of the market |
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Term
|
Definition
| the retailer should allocate the budget to areas that will yield the greatest return |
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Term
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Definition
| the number of times the ad appears in front of the uses |
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Term
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Definition
| the number of times a user clicks on an ad and divides it by the number of impressions |
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Term
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Definition
| describes how useful an ad message is to the consumer doing the search |
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Term
| Return on Advertising Investment (ROAI) |
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Definition
| (Net sales - Advertising cost) / Advertising Cost |
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Term
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Definition
| benefits that enable customers to locate and purchase products in an efficient and timely manner with minimum hassle |
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Term
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Definition
| benefits that offer customers an entertaining and enjoyable shopping experience |
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Term
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Definition
| the equipment used to display merchandise |
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Term
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Definition
| layout with parallel aisles with merchandise on shelves on both sides of the aisles with cash registers located at the entrances/exits of the stores |
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Term
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Definition
| a store layout that provides a major aisle that loops around the store to guide customer traffic around different departments within the store. POS terminals are typically located in each department bordering the racetrack |
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Term
| Free-Form/Boutique Layout |
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Definition
| a layout that arranges fixtures and aisles in an asymmetric pattern |
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Term
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Definition
| signs whose visual content is delivered electronically through a centrally managed and controlled network, distributed to servers in stores, and displayed on flat-panel screens |
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Term
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Definition
| the areas within a store that are designed to get customers' attention |
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Term
|
Definition
| fixtures that are located on aisles and designed primarily to attract customers' attention and bring them into a department |
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Term
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Definition
| a life-size representation of the human body, used for displaying apparel |
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Term
|
Definition
| displays located at the end of an aisle in stores using a grid layout |
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Term
|
Definition
| a space used to display merchandise that is being promoted |
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Term
| Cash Wraps/Point-of-Purchase (POP) Counters/Checkout Areas |
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Definition
| places in the store where customers can purchase merchandise |
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Term
| Sales Per Square Foot & Sales Per Linear Foot |
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Definition
| commonly used measures of space productivity |
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Term
| Demand/Destination Merchandise |
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Definition
| products that customers have decided to buy before entering the store |
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Term
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Definition
| products that are purchased without planning. They are almost always located near the front of the store, where they're seen by everyone and may actually draw people into the store |
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Term
|
Definition
| a diagram that shows how and where specific SKU's should be placed on retail shelves or displays to increase customer purchases |
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Term
|
Definition
| the presentation of a store and its merchandise in ways that will attract the attention of potential customers |
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Term
|
Definition
| a rack consisting of a long pipe balanced between supports in the floor or attached to a wall |
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Term
| Rounder/Bulk Fixture/Capacity Fixture |
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Definition
| a round fixture that sits on a pedestal |
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Term
| Four-Way Fixture/Feature Fixture |
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Definition
| a fixture with two crossbars that sit perpendicularly on a pedestal |
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Term
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Definition
| an island type of self-service counter with tiers of shelves, bins, or pegs |
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Term
| Idea-Oriented Presentation |
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Definition
| a method of presenting merchandise based on a specific idea or the image of the store |
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Term
|
Definition
| occurs when retailers offer a limited number of pre-determined price points and/or price categories within another classification that are merchandised together |
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Term
|
Definition
| a way of organizing merchandise by presenting it vertically using walls and high gondolas |
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Term
|
Definition
| a display technique in which large quantities of merchandise are displayed together |
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Term
|
Definition
| a method of displaying merchandise in which the retailer exposes as much of the product as possible to catch the customer's eye |
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Term
|
Definition
| the design of an environment by stimulation of the five senses |
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Term
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Definition
| the set of activities and programs undertaken by retailers to make the shopping experience more rewarding |
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Term
|
Definition
| requires that service providers tailor their services to meet each customer's personal needs |
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Term
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Definition
| service that is based on establishing a set of rules and procedures for providing high-quality service and ensuring that they get implemented consistently |
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Term
|
Definition
| the ability to perform the service dependably and accurately, such as performing the service as promised or contracted or meeting promised delivery dates |
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Term
|
Definition
| the knowledge and courtesy of employees and their ability to convey trust and confidence |
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Term
|
Definition
| associated with the appearances of physical facilities, equipment, personnel, and communication materials |
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Term
|
Definition
| the caring, individualized attention provided to customers |
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Term
|
Definition
| to provide customer service personnel and sales associates that really want to help customers and provide prompt service |
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Term
|
Definition
| when the customer's perception of the service delivered by a retailer fails to meet the customer's expectations |
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Term
|
Definition
| reflects the difference between customers' expectations and the retailer's perception of those customer expectations |
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Term
|
Definition
| the difference between the retailer's knowledge of customer's perceptions and expectations and the service standards it sets |
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Term
|
Definition
| the difference between the retailer's service standards and the actual service it provides to customers |
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Term
|
Definition
| the difference between the actual service provided to customers and the service that the retailer's promotion program promises |
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Term
|
Definition
| a way to assess the favorableness (or lack of favorableness) in their customers' sentiments by monitoring these social media |
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Term
|
Definition
| allowing employees at the firm's lowest levels to make important decisions regarding how service will be provided to customers |
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Term
|
Definition
| appropriate systems and equipment |
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Term
|
Definition
| demonstrating a concern for the well-being of others |
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Term
|
Definition
| a customer's perception of the benefits received compared with his or her costs in terms of inconvenience or monetary loss |
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Term
|
Definition
| the perceived fairness of the process used to resolve complaints |
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Term
| It is the inventory used to guard against going out of stock when demand exceeds forecasts |
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Definition
| What is true of a retailer's backup stock? |
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Term
|
Definition
| The ________ compares actual and planned sales to determine whether more merchandise is needed to satisfy demand or whether price reductions are required |
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Term
| Matching Supply and Demand |
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Definition
| Overbooking appointments, taking reservations for dinner, and selling advance tickets are examples of _____ by service retailers. |
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Term
|
Definition
| The purpose of a(n) _______ system is to keep track of what the present inventory level is, when purchased merchandise is scheduled for deliver, and how much has been sold to customer. |
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Term
| The allocation decision depends on the current inventory in a store. |
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Definition
| Which of the following must be considered when allocating merchandise to stores? |
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Term
|
Definition
| A ______ is a group of items targeting the same customer type, such as men's designer sweaters. |
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Term
| Allocate the merchandise purchased. |
|
Definition
| After developing a plan for managing merchandise inventory in a category, the next step in the merchandise management process is to ________. |
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Term
| It is likely to take inputs from fashion trend services. |
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Definition
| Which of the following is true of forecasting for fashion merchandise categories? |
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Term
| Higher level of stimulation associated with the shopping experience. |
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Definition
| When a retailer offers large assortments, there is a: |
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Term
|
Definition
| ______ is the breadth of a retailer's merchandise and the number of different merchandising categories within a store or department |
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Term
| The quantity of the merchandise in terms of too much or too little |
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Definition
| Which of the following has the least importance when making decisions about purchasing and allocating merchandise to stores? |
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Term
| Offers less flexibility in correcting forecasting errors. |
|
Definition
|
|
Term
|
Definition
| ______ is the depth of merchandise and the number of SKUs within a subcategory |
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Term
|
Definition
| The ____________ is the number of each SKU in an assortment plan that the buyer wants to have available for purchase in a store. |
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Term
|
Definition
| Merchandise like athletic socks, soup, tap, and men's work boots are classified as ______. |
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Term
|
Definition
| In a(n) ________, the retail buyer provides a specification for what they would like to be produced for their private-label products and then manufacturers bid on the opportunity to be the supplier. |
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Term
|
Definition
| Kohl's Department store and the Vera Wang Company worked together on developing a brand called Simply Vera to be carries exclusively at Kohl's. They shared market research of what their target customer needs, like, and dislikes were to develop the right assortment at the right price. They agree to respond to the market nuances together, share trends, and sales analysis. This describes an example of ________. |
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Term
|
Definition
| __________ is when a vendor and a retailer share the costs and benefits of a pricing promotion. |
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Term
|
Definition
| Mead paper products, Cover Girl cosmetics, and Apple computers are all examples of ________ brands. |
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|
Term
| facilitate the bulk sale of a vendor's offerings. |
|
Definition
| Wholesale market centers: |
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Term
|
Definition
| Kellog's is a family brand that is associated with the Frosted Flakes _____ brand. |
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Term
|
Definition
| _________ prohibits vendors from offering different retailers different prices and purchase order terms for the same merchandise and quantity. |
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Term
|
Definition
| _________ offer the consumer a product that is comparable to a manufacturer's brand quality, sometimes with modest price savings. |
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Term
|
Definition
| Which of the following is a feature of production facilities located in a developing economies? |
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Term
|
Definition
| For a retailer, which of the following steps would help in negotiating a deal with vendors effectively? |
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Term
|
Definition
| _________ includes goods made and sold without the permission of the owner of a trademark or copyright |
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|
Term
| overall risk in investment decreases |
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Definition
| In strategic relationships, the: |
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Term
|
Definition
| The menswear buyers from Macy's is attending the "MAGIC Marketplace" to search for new trends, meet existing vendors, and talk to sales representatives as they walk through the exhibit area. The buyer is at ______. |
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Term
|
Definition
| Cure, a pharmacy store, retails its own set of products that closely imitates a popular manufacturer's brand in appearance and packaging. This is an example of a ______ brand. |
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Term
|
Definition
| ___________ are charges imposed by a retailer to stock a new item. |
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Term
|
Definition
| Which of the following is true of sales promotions? |
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Term
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Definition
| The judges in the television show of American Idol have Coca Cola logoed cups on their table. This is an example of ______. |
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| When Joe's guests were arriving for his Super Bowl party, they asked him if he remembered to order pizzas. Joe quickly used speed dial on his cell phone to reach his favorite Domino's. Domino's has what type of brand equity with Joe? |
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| Which of the following is generally the most expensive form of communication? |
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| When Dave Carroll's $3500 guitar was damage by United Airlines, he made a music video about it which quickly became viral on the Internet mostly due to ______. |
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| In the _______ method, retailers first forecast their sales and expenses, excluding communication expenses, during the budgeting period. |
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| is likely to be very personalized and interactive |
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| Marketing through a retailer's website: |
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| can reduce their reliance on price promotions. |
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| When retailer have high customer loyalty, they: |
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| _______ refers to a potential customer's ability to recognize or recall that the brand name is a particular type of retailer or product/service. |
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| defined the target audience for a communication mix |
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| REI’s sustainable outdoor products come with ecosensitive labels that help consumers easily track items made from a high percentage of recycled, rapidly renewable and/or organic fibers. About one-fourth of all REI locations are supplied by green energy, six of its buildings are LEED-certified, and REI’s employees are encouraged to be green with biking and public transportation incentives. Plus, REI has plans to become both climate neutral and a zero-waste-to-landfill company by 2020 through emission cuts, green energy, and carbon offsets. These initiatives are best communicated through _____. |
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| _____ are specific goals related to the retail communication mix's effect on the customer's decision-making process. |
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| Starbucks coffee has a strong brand loyalty from Lori. |
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| When Lori travels to visit friends and family, she brings along her own Starbucks coffee grounds in case her friends and family use a different kind of coffee. Based upon this scenario: |
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| _____ is a communication among people about an entity such as a retailer or a product or service |
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| he college football game played in Atlanta, Georgia’s “dome” was formerly titled the Peach Bowl but is now titled the Chick-fil-A Bowl. What best describes this type of communication method? |
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| The store management is responsible for controlling their costs. What is the largest expense that they need to manage? |
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| recruiting and selecting applicants to work for the retailer |
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| There are many responsibilities of store management. The first step in the management process that affects store employees’ productivity is _____. |
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| A store manager who does not seek or welcome employee input when he or she is making decisions about how the store should be operated is considered to be a(n) _____ leader. |
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| Which of the following would cause shrinkage? |
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| is administered in the form of a commission. |
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| An incentive compensation plan: |
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| seek information and opinions from employees and base their decisions on this information. |
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| Chelsea was recognized as the top sales associate at a Macy’s store for the year. Her name, along with the names of previous year’s winners, is engraved on a plaque that is prominently displayed in the store. This is an example of _____. |
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| Chelsea was recognized as the top sales associate at a Macy’s store for the year. Her name, along with the names of previous year’s winners, is engraved on a plaque that is prominently displayed in the store. This is an example of _____. |
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| Undertake a job description. |
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| Amber has her store front leased for her women’s clothing and accessory retail business. She needs employees to help her be ready for the grand opening and to help with the day-to-day business of operating a retail business. What should Amber do to hire the best employees and lessen the risk of high employee turnover? |
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The following examples illustrate _____.
- Drive sales by overseeing sales floor operations throughout the entire store.
- Manage the guest service and merchandising of two to three departments with sales ranging from $2-$9 million.
- Provide training, feedback, and follow up on merchandising skills for sales floor team members.
- Recruit, select, develop, and retail talented team members.
- Act as leader on duty on a rotating basis, by responding to customer and team member concerns, opening and closing the store and ensuring all property and personnel are secure and safe. |
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| What happens if your husband/wife gets transferred or needs to relocate? |
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| Which of the following would be inappropriate to ask at an interview? |
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| is easy for the employee to comprehend. |
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| A straight salary compensation plan: |
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| _____ is likely to be a shoplifter. |
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| include recognition and benefits. |
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| _____ are the activities store managers undertake to make sure that employees are satisfied and work well together |
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| Which of the following is most likely to be placed in the “strike zone”? |
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| As customers enter the store Sunny Side Up, a swimwear and beach apparel store, they first become aware of the pleasant seaside smell along with the slight breeze from the large ceiling fans. The store is well lit utilizing lots of natural light and accent lights on featured merchandise. The music playing is fun-loving beach themed artists and songs. This environment has (an) attractive _____. |
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| high traffic areas, good for impulse items. |
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| Areas near the escalators and cash wraps are considered to be: |
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| high traffic areas, good for impulse items. |
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| Areas near the escalators and cash wraps are considered to be: |
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| The lowest sales per square foot area within the store is usually in the _____. |
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| A _____ is an island type of self-service counter with tiers of shelves, bins, or pegs. |
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| does not encourage unplanned purchases |
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| It reduces payroll costs. |
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| Which of the following is true of smaller format stores with respect to store size? |
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| _____ signs are placed near the merchandise they refer to so that customers know its price and other detailed information. |
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| The store design that provides a major aisle to facilitate customer traffic with access to the store's multiple entrances is the _____ layout. |
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| What form of layout is best suited for grocery stores? |
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| _____ occurs when retailers offer a limited number of pre-determined price points and/or price categories within another classification that are merchandised together. |
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| “Stock it high and let it fly” is utilizing the _____. |
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| The target market’s shopping goals |
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| Which of the following does the retail store design team considers to decipher how exciting the store should be? |
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| bathrooms with handrails or grab bars |
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| Providing _____ in stores is done to comply with the ADA. |
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| Stores provide _____ when it enables customers to locate and purchase products in an efficient and timely manner with minimum hassle. |
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| The _____ gap is the difference between the actual service provided to customers and the service that the retailer’s promotion program promises. |
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| When employees have _____, they have the best ability to fully serve their customers. |
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| _____ is the knowledge and courtesy of employees and their ability to convey trust and confidence. |
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| The _____ gap is the difference between the retailer’s service standards and the actual service it provides to customers. |
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| differentiate itself from other book retailers |
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| When Ashley was shopping online and entered the Amazon.com site, it immediately recognized her from her browsing history and cookies. The site listed recommendations for her based upon her past purchases and even items she only looked at but did not purchase. These customer service aspects allow Amazon.com to _____. |
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| The _____ gap reflects the difference between customers’ expectations and the retailer’s perception of those customer expectations. |
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| _____ refers to the caring, individualized attention provided to customers. |
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| _____ is the perceived fairness of the process used to resolve complaints. |
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| Amy purchased a new suit at a local mall to wear for her interview. After she got home, she found that the sensor/ink tag was still on the jacket sleeve. Amy was frustrated as she could not remove it herself and called up the store. The sales associate soon arrived at Amy’s home with the device that would remove the sensor/ink tag for her and rectified the situation. The retailer would later review this situation and realize they need to work on closing the _____ gap. |
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| The _____ gap pertains to the difference between the retailer’s knowledge of customers’ perceptions and expectations and the service standards it sets. |
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| In the USA, many higher end retailers focused on superior customer service have the mantra “the customer is always right”. In which country do retailers take this to an even higher level with the mantra “the customer is god”? |
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| Provide excellent customer service. |
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| What is the most effective approach for a retailer to develop a sustainable competitive advantage? |
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| Tara was shopping for shoes at a mall. The sales associate at Nordstrom’s greeted her when she entered the footwear area and showed her the new back-to-school season arrivals. The sales associate brought out suggestions of different styles that met what Tara expressed she was interested in and stayed with her throughout her shopping experience. The same sales associate completed Tara’s transactions at the cash wrap and after putting the shoes in a shopping bag, walked around the counter to hand the bag to Tara and thanked her for shopping at Nordstrom’s. This sales service can best be described as _____. |
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| requires a specialized and skilled set of service providers. |
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| Personalized customer service: |
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| Encourage Amanda to complain by listening without interruption. |
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| Amanda was upset about the service she received when she was shopping at a department store in the cosmetics department. First, the different sales people in the area were clustered together talking and laughing and not paying attention to any customers. Then when Amanda asked for her regular color of foundation which was priced at $49, the sales associate simply stated that they were out of stock and did not offer an alternative. Amanda went to the customer service desk and asked to speak to the store manager. What can the manager do to recover from this service failure? |
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