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The document discusses key concepts in retailing including different distribution channels, types of retailers, customer loyalty programs, and the retail value chain. It provides definitions for terms like omnichannel retailing, exclusive distribution, and intensive distribution. The document also discusses Walmart as a leading retailer and the importance of relationship retailing, customer satisfaction, and augmented customer service.

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Sienna Fernandez
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38 views3 pages

RM Reviewer

The document discusses key concepts in retailing including different distribution channels, types of retailers, customer loyalty programs, and the retail value chain. It provides definitions for terms like omnichannel retailing, exclusive distribution, and intensive distribution. The document also discusses Walmart as a leading retailer and the importance of relationship retailing, customer satisfaction, and augmented customer service.

Uploaded by

Sienna Fernandez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Retailing- encompasses the business activities involved in selling goods.

Distribution channel- all the people and business involved in the physical movement and transfer of ownership of
goods and services.

Omni channel retailing- sells to consumer through multiple retail format

Exclusive Distribution- suppliers make agreements with one or few retailers that designate the latter as the only
one specific geographic.

Intensive Distribution- suppliers sells through as many retailers as possible.

Walmart- leading company in the world in terms of sale.

Relationship retailing- seek to establish and maintain long term bonds with customers.

Value- based on perceived benefits received vs the price paid.

Retail Value Chain- comprises shopping loc. And parking

Attitudinal loyalty- have a higher tendency spread positive word of mouth to people.

Customer Service- refers to identifiable but sometimes intangible.

Augmented customer service- activities enhance the shopping experience.

Customer Satisfaction- occurs when the value and costumer service provided through retailing experience meet.

Owned good services- goods owned by consumer are repaired, improve or maintained.

Situation analysis- a candid evaluation of the opportunities and threats.

Modified true or false.

1. Retailing refers to the identifiable but sometimes intangible, activities undertaken

False- Retailing- Customer service

2. Retailing concept whereby they seek establish and maintain long term bonds with customers

False-RC- Retailing Relationship

3. The bright logo is the nickname by which home depot is known all over the world

False-bright Orange

4. World of music is a German based retailer with physical facilities and it offers many genres

-True

5. Sorting process collect an assortment from various sources by in large, quantities, and sell in a small

- true

6. A customer satisfaction must regularly emphasize their customer based in terms of population

False- customer base

7. For retailers loyalty programs increase consumer revenue offer in addition to the -True
8. Non good services whereby consumer lease and use goods for specified period of time.

False- rented good services

9. Rented good services whereby intangible personal services are offered

False- Non good services

10. Owned good services whereby goods owned by consumer are repaired, improve and maintain.

-True

3 multichannel program

1. BOSS – Buy online ship to store

2. BOPIS- buy online, pick up in the store

3. BORIS- buy online return in the store

4 principles form the retailing concept

1. Customer orientation

2. Coordinated effort

3. Value Driven

4. Goal Orientation

3 aspects of value oriented retail strategy

Expected retail strategy

Augmented retail strategy

4 factors in relationship retailing

1. Customer Base

2. Customer Service

3. Customer Satisfaction

4. Loyalty program and defection rates

2 types of value

1. Delivering value

2. Receiving value

6 steps in designing retail strategy

1. Situation analysis 3. Identification of consumer 5. Specific activities

2. Objectives. 4. Overall strategy 6. Control

1. Food oriented retailers

A. Convenience store- well located food oriented retailer that open for long hours
B. Conventional supermarket- self service food store

C. Food based superstore- larger and more diversified than conventional supermarket

D. Combination store- unites supermarket and merchandise in one facility

E. Box (Limited line) store- focuses on small selection of items

F. Warehouse store- offer a moderate number of food items

2. General merchandise retailer

A. Specialty store- Concentrates of selling one type of goods and service line

B. Department store- large retail unit with an extensive assortment of goods and services

Traditional Department store- merchandise quality ranges from average to quite good.

C. Full line discount store- conveys the image of high volume, low cost outlet

D. Variety store- handles an assortment of inexpensive and popularly priced goods and services

E. Off price chain- features brand names

F. Factory outlet- manufactured owned store

G. Membership (warehouse) club- straddles the line between wholesaling and retailing

H. Flea market- sells a range of products at discount prices in plain surroundings.

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