kotler chapter 13 mcq

7/24/2019 Kotler Chapter 13 MCQ

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Chapter 13 Retailing and Wholesaling

1) ________ includes all the activities involved in selling products or services directly to finalconsumers for their personal, nonbusiness use.

A) Franchising

B) RetailingC) Broering

!) "holesaling

#) !isintermediationAns$er% B

!iff% 1 &age Ref% '(

*ill% Concept

+bective% 1'-1

) /n recent years, ________ has0have been gro$ing fast. his includes selling to final

consumers through direct mail, catalogs, telephone, and the /nternet.

A) specialty storesB) shopping centers

C) superstores!) nonstore retailing

#) e-commerce

Ans$er% !!iff% 1 &age Ref% '(

AAC*B% 2se of /

*ill% Concept

+bective% 1'-1

') ________ is the basis of all discount operations and is typically used by sellers of conveniencegoods. Retailers offering this level of service re3uire customers to perform their o$n 4locate-compare-select4 process in order to save money.

A) 5imited-service

B) *elf-serviceC) Full-service

!) *pecialty-service

#) "holesaling

Ans$er% B!iff% &age Ref% '(1

*ill% Concept

+bective% 1'-1

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9) ________, such as *ears, provide more sales assistance because they carry more shopping

goods about $hich customers need information. heir increased operating costs result in higher

prices.A) *elf-service retailers

B) Full-service retailers

C) +ff-price retailers!) 5imited-service retailers

#) *pecialty-service retailers

Ans$er% !!iff% &age Ref% '(1

*ill% Concept

+bective% 1'-1

6) "hich type of stores usually carry more specialty goods for $hich customers lie to be

4$aited on4 and have much higher operating costs, $hich are passed along to the customer:

A) self-service stores

B) category iller storesC) full-service stores

!) independent stores#) specialty-service retailers

Ans$er% C

!iff% &age Ref% '(*ill% Concept

+bective% 1'-1

;) "hich of the follo$ing retailers liely re3uire the most emphasis on salespeople to assistcustomers:

A) self-service retailers

B) full-service retailersC) off-price retailers

!) limited-service retailers

#) megaretailersAns$er% B

!iff% &age Ref% '(

*ill% Concept

+bective% 1'-1

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() ________ carry narro$ product lines $ith deep assortments $ithin those lines.

A) Chain stores

B) *pecialty storesC) Convenience stores

!) !iscount stores

#) +ff-price storesAns$er% B


*ill% Concept+bective% 1'-1

) "hich type of store carries a $ide variety of product lines and differentiates itself through

service, but has been s3uee?ed in recent years bet$een more focused and fle@ible specialty stores

on the one hand and more efficient, lo$er-priced discounters on the other:A) chain

B) department

C) factory outlet!) merchant $holesaler

#) independents

Ans$er% B!iff% &age Ref% '(

*ill% Concept

+bective% 1'-1

1) ________ are facing slo$ sales gro$th because of slo$er population gro$th, increased

competition, and the rapid gro$th of out-of-home eating.

A) Convenience storesB) !epartment stores

C) Chain stores

!) *upermarets#) 8ypermarets

Ans$er% !

!iff% &age Ref% '(




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11) "hich type of retailer tends to be the most fre3uently shopped:

A) convenience stores

B) department storesC) superstores

!) supermarets

#) off-price retailersAns$er% !

!iff% &age Ref% '(


1) "hich type of small store carries a limited line of high-turnover convenience goods andmaes most of its revenues from cigarette, beverage, and gasoline sales:

A) convenience

B) chainC) department

!) supermaret

#) hypermaretAns$er% A


*ill% Concept

+bective% 1'-1

1') "hich type of store is much larger than regular supermarets and offers a large assortment of

routinely purchased food products, nonfood items, and services:A) category iller

B) chain

C) factory outlet!) superstore

#) off-price

Ans$er% !!iff% 1 &age Ref% '('

*ill% Concept

+bective% 1'-1

19) "hich type of store carries a deep assortment, has no$ledgeable staff, and might actually

be vie$ed as a giant specialty store:

A) category illerB) chain

C) factory outlet

!) shopping center#) independent

Ans$er% A

!iff% 1 &age Ref% '(9




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16) *ervice retailers include all of the follo$ing #C#& ________.

A) hotels and motels

B) airlinesC) movie theaters

!) bo$ling alleys

#) convenience storesAns$er% #

!iff% &age Ref% '(9


1;) ________ retailers in the 2nited *tates are gro$ing faster than product retailers.A) !iscount

B) erchant

C) *ervice!) *pecialty

#) +ff-price

Ans$er% C!iff% ' &age Ref% '(9

*ill% Concept

+bective% 1'-1

1() ________ sell standard merchandise at lo$er prices by accepting lo$er margins and selling

higher volume.

A) erchant $holesalersB) !iscount stores

C) Full-service retailers

!) 5imited-service retailers#) Factory outlets

Ans$er% B

!iff% &age Ref% '(9*ill% Concept

+bective% 1'-1

1


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1>) ________ have filled the ultralo$-priced, high-volume gap by buying at less-than-regular

$holesale prices and charging consumers less than retail.

A) +ff-price retailersB) !iscount stores

C) Convenience stores

!) Chain stores#) 5imited-service retailers

Ans$er% A

!iff% 1 &age Ref% '(9*ill% Concept

+bective% 1'-1

) "hich of the follo$ing is + one of the main types of off-price retailers:

A) independents

B) factory outletsC) $arehouse clubs

!) category illers

#) membership $arehousesAns$er% !

!iff% &age Ref% '(9

*ill% Concept

+bective% 1'-1

1) ________, $hich buy at less-than-regular $holesale prices and charge consumers less than

retail, are independently o$ned and run or are divisions of larger retail corporations.A) !iscount stores

B) "arehouse clubs

C) *uperstores!) /ndependent off-price retailers

#) Full-service retailers

Ans$er% !!iff% &age Ref% '(9

*ill% Concept

+bective% 1'-1

) ________ are sometimes several stores grouped together. hese stores offer prices as lo$ as

6 percent belo$ retail on a $ide range of mostly surplus, discounted, or irregular items.

A) Category illersB) Factory outlets

C) *pecialty stores

!) *uperstores#) &o$er centers

Ans$er% B

!iff% 1 &age Ref% '(9


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') anufacturers send last yearDs merchandise and seconds to ________, $hile they send ne$

merchandise to department stores.

A) convenience storesB) chain stores

C) factory outlets

!) retailers#) po$er centers

Ans$er% C

!iff% &age Ref% '(;*ill% Concept

+bective% 1'-1

9) ________ operate in $arehouse-lie facilities, sell a limited selection of items, and offer fe$

frills. Customers pay annual membership fees and are able to purchase goods at deep discounts.

A) "arehouse clubsB) /ndependent off-price retailers

C) Factory outlets

!) !iscount stores#) *uperstores

Ans$er% A

!iff% 1 &age Ref% '(;


6) ________ are t$o or more outlets that are commonly o$ned and controlled.A) Chain stores

B) Convenience stores

C) +ff-price retailers!) /ndependent off-price retailers

#) &o$er centers

Ans$er% A!iff% 1 &age Ref% '(;

*ill% Concept

+bective% 1'-1

;) As a result of the great success of corporate chains, many independent stores chose to band

together in either a voluntary chain or aEn) ________.

A) factory outletB) retailer cooperative

C) independent off-price retailer

!) $arehouse club#) convenience cooperative

Ans$er% B

!iff% &age Ref% '(;


6

*ill% Concept+bective% 1'-

'') A retailerDs ________ should differentiate the retailer $hile matching target shoppersDe@pectations. +ne strategy is to offer merchandise that no other competitor carries.

A) agent

B) broerC) product assortment

!) environment

#) distribution strategyAns$er% C

!iff% &age Ref% '


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'6) /n-store demonstrations, displays, contests, and visiting celebrities are e@amples of

________.

A) franchisesB) sales promotions

C) agent promotions

!) broer promotions#) product life-cycling

Ans$er% B

!iff% &age Ref% '


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'


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9) A ________ contains bet$een 16 and 9 retail stores, including a department or variety store,

a supermaret, specialty stores, professional offices, and sometimes a ban.

A) community shopping centerB) neighborhood shopping center

C) strip mall

!) regional shopping center#) po$er center

Ans$er% A

!iff% &age Ref% '


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96) A ________ is a smaller mall $ith upscale stores, convenient locations, and e@pensive

atmosphere. /t is typically located near affluent residential neighborhoods.

A) regional shopping centerB) lifestyle center

C) community shopping center

!) franchise#) po$er center

Ans$er% B

!iff% &age Ref% '


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9>) "hich of the follo$ing has + contributed to the gro$th of online business:

A) easier-to-use "eb sites

B) more interesting and attractive "eb sitesC) concerns about online privacy and security

!) improved online service

#) increasingly sophisticated search enginesAns$er% C

!iff% &age Ref% '


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6') he rise of huge mass merchandisers and specialty superstores, along $ith retail mergers and

ac3uisitions, has created a core group of very large and very po$erful ________.

A) category illersB) franchises

C) superpo$er megaretailers

!) po$er centers#) lifestyle centers

Ans$er% C

!iff% &age Ref% '


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6() ________, the $orldDs second largest retailer after "al-art, has embared on an aggressive

mission to e@tend its role as a leading international retailer.

A) c!onaldDsB) arget

C) Carrefour

!) /ea#) Costco

Ans$er% C

!iff% ' &age Ref% '


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;1) "hich of the follo$ing is + one of a $holesalerDs channel functions:

A) financing

B) ris bearingC) providing maret information

!) off-price retailing

#) bul-breaingAns$er% !

!iff% ' &age Ref% '>


;) "hich $holesalerDs channel function is demonstrated $hen a $holesaler reduces inventory

holding costs and riss to suppliers and customers:A) financing

B) transporting

C) buying and assortment building

!) $arehousing#) bul breaing

Ans$er% !!iff% ' &age Ref% '>

*ill% Concept

+bective% 1'-9

;') "hich $holesalerDs channel function is demonstrated $hen a buyer receives 3uicer delivery

because $holesalers are located closer than producers:

A) financingB) transportation

C) buying and assortment building

!) $arehousing#) ris bearing

Ans$er% !

!iff% &age Ref% '>*ill% Concept

+bective% 1'-9

;9) "hich of the follo$ing is + one of the maor classifications of $holesalers:

A) merchant $holesalers

B) agentsC) manufacturersD sales branches and offices

!) specialty $holesalers

#) broersAns$er% !

!iff% &age Ref% '>

*ill% Concept

+bective% 1'-9

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;) ________, or manufacturersD representatives, represent a buyer or seller on a more permanentbasis.

A) Broers

B) Franchises

C) Agents!) Retailers

#) /ntermediariesAns$er% C

!iff% &age Ref% '>

AAC*B% Communication*ill% Concept

+bective% 1'-9

() 5ie retailers, $holesalers must ________ their target marets and ________ themselveseffectively, for they cannot serve everyone.

A) define= position

B) position= defineC) discount= franchise

!) franchise= discount

#) identify= compareAns$er% A

!iff% ' &age Ref% '>

*ill% Concept

+bective% 1'-9

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(1) "hich type of limited-service $holesaler is o$ned by farmers $ho assemble farm produce

to sell in local marets:

A) cash-and-carry $holesalerB) drop shipper

C) rac obber

!) producerDs cooperative#) truc obber

Ans$er% !

!iff% &age Ref% '>1*ill% Concept

+bective% 1'-9

() "hich type of $holesaler sells primarily to manufacturers rather than to retailers:

A) $holesale merchants

B) industrial distributorsC) cash-and-carry $holesalers

!) rac obbers

#) drop shippersAns$er% B

!iff% &age Ref% '>1

*ill% Concept

+bective% 1'-9

(') any $holesalers are not ________-minded= they are behind the times in personal selling,

seeing selling as a single salesperson taling to a single customer instead of as a team effort.A) absent

B) promotion

C) management!) franchise

#) customer

Ans$er% B!iff% &age Ref% '>'

AAC*B% Communication

*ill% Concept

+bective% 1'-9

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(9) odayDs large, progressive $holesalers have successfully reacted to rising costs by ________.

A) relocating in lo$-rent, lo$-ta@ areas

B) investing in information technology systemsC) investing less money in e@pensive machinery

!) increasing their marup

#) reducing promotional activitiesAns$er% B

!iff% ' &age Ref% '>'

AAC*B% 2se of /*ill% Concept

+bective% 1'-9

(6) *avvy $holesalers reali?e that their only reason for e@istence comes from increasing theefficiency and effectiveness of the ________.

A) retailer

B) industry

C) distribution system!) end customer

#) entire mareting channelAns$er% #

!iff% &age Ref% '>'


(;) At eiman arcus, a first-class department store, customers shop for specialty products andhave come to e@pect assistance in every phase of the shopping process. eiman arcus is a

________.

A) self-service retailerB) limited-service retailer

C) full-service retailer

!) specialty store#) po$er center

Ans$er% C


AAC*B% Reflective hining*ill% Application

+bective% 1'-1

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(() Game*top sells video games and systems, offering a narro$ product line $ith a deep

assortment $ithin that line. Game*top is a ________.

A) department storeB) convenience store

C) category iller

!) specialty store#) off-price retailer

Ans$er% !

!iff% 1 &age Ref% '(1AAC*B% Reflective hining

*ill% Application

+bective% 1'-1

() +verstoc.com, a "eb seller that buys furniture, clothing, electronics, and more from a

variety of producers at less-than-regular $holesale prices and then charges customers less thanretail, is aEn) ________.

A) discount store

B) independent off-price retailerC) factory outlet

!) $holesale club

#) category iller

Ans$er% B!iff% &age Ref% '(9

AAC*B% Reflective hining

*ill% Application+bective% 1'-1

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) acyDs department stores carry a $ide range of product lines, including clothing, e$elry,

itchen$are, and home furnishings. acyDs typically charges a relatively high marup, but also

holds fre3uent sales and price promotions, in particular offering discounts to customers $ho usea acyDs credit card. acyDs uses ________.

A) self-service retailing

B) e@periential retailingC) high-lo$ pricing

!) everyday lo$ pricing

#) retail convergenceAns$er% C

!iff% &age Ref% '1) "hich of the follo$ing is most liely the greatest factor in the increasingly short life cycle ofne$ retail forms:

A) changes in technology

B) economic s$ingsC) import and e@port regulations

!) stagnating retail convergence

#) global e@pansion of maor retailers

Ans$er% A!iff% ' &age Ref% '


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>) Carey !avidDs $holesale company helps retailers train salesclers, improve store layouts and

displays, and set up inventory control systems. he channel function Cary !avidDs is providing is

________.A) buying and assortment building

B) selling and promotion services

C) ris bearing services!) mareting information

#) management services and advice

Ans$er% #!iff% &age Ref% '>

AAC*B% Reflective hining

*ill% Application

+bective% 1'-9

>') Iou o$n an independent store in your neighborhood. Iou still lie to offer fresh seafood in

your meat display case. "hich type of $holesaler might best serve you:

A) cash-and-carry $holesalerB) rac obber

C) drop shipper!) mail-order $holesaler

#) agents and broers

Ans$er% A!iff% ' &age Ref% '>1

AAC*B% Analytic *ills

*ill% Application

+bective% 1'-9

>9) Iou o$n a neighborhood grocery store and $ould lie to have non-food items delivered,priced, displayed and inventoried by a $holesaler. Iou do not $ant to purchase title to the goods.

"hich type of $holesaler best fits your needs:

A) cash-and-carry $holesalerB) rac obber

C) drop shipper

!) mail-order $holesaler

#) agents and broersAns$er% B

!iff% ' &age Ref% '>1

AAC*B% Analytic *ills*ill% Application

+bective% 1'-9

(6) Jiera Roselli, a general merchandise $holesaler, constantly loos for better $ays to meet the

needs of her suppliers and target customers. *he no$s that her business adds value by

increasing the efficiency and effectiveness of the ________.A) retail process

B) entire mareting channel

C) $arehousing system!) target maret

#) retail customer

Ans$er% B!iff% &age Ref% '>'


*ill% Application

+bective% 1'-9

>;) *uperKalu, traditionally classified as a food $holesaler, has recently started or ac3uired

several retail food chains of its o$n, including Albertsons, Le$el-+sco, and Cub Foods. "hich

of the follo$ing trends is this an e@ample of:A) movement to$ard self-service retailing

B) the gro$ing domination of superstoresC) the decline of the voluntary chain

!) retail convergence

#) the blurring of distinctions bet$een retailers and $holesalersAns$er% #

!iff% &age Ref% '>9



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Refer to the scenario below to answer the following questions.

/n the 1>(s, *hipshe$ana $as only a small to$n $ith a hard$are store, a grain mill, a shoestore, a small restaurant, and a grocery store. +ver the ne@t t$o decades, the small to$n

transformed into an international tourist attraction, attracting thousands of tourists $ho are

intrigued $ith the lifestyle of *hipshe$anaDs largest population

the Amish.Ben and ary iller, having gro$n up $ithin the Amish faith, decided to capitali?e ontheir to$nDs popularity and their $ood$oring sills. heir shop, /ndiana "ood, began $ith a

small display of handmade hicory rocing chairs, Ben illerDs specialty. But $ithin a fe$

months, the display at /ndiana "ood included picnic tables, flo$er bo@es, and small handmadenovelty items. o other shop offers the same.

ary iller decorated the shopDs display room $ith authentic Amish dcor and

eventually hired three Amish friends to se$ and embroider napins and other te@tiles percustomer re3uest. /n addition, t$o $omen from the Amish community sought permission from

the illers to display home-baed pastries and ellies on uesdays and "ednesdays, the to$nDs

busiest tourist days, $hen *hipshe$ana attracts s$arms of visitors to its flea maret on the south

edge of to$n.4*hipshe$ana is full of specialty shops,4 ary iller stated. 4&eople donDt come here to

buy things made in China or ai$an. hey $ant real, Amish-made goods.4

>() /ndiana "ood is best classified as aEn) ________ retailer.

A) full-service

B) self-serviceC) limited-service

!) discount

#) off-priceAns$er% A

!iff% 1 &age Ref% '(AAC*B% Reflective hining


>


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>>) he Amish decor and shop $orers give customers an authentic impression of the pride and

sill built into the shopDs products. hese aspects also contribute to the storeDs ________.

A) product assortmentB) services mi@

C) atmosphere

!) segmentations#) targeting

Ans$er% C

!iff% &age Ref% '


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1') 5imited-service retailers, such as specialty stores and first-class department stores, employ

salespeople $ho assist customers in every phase of the shopping process.

Ans$er% FA5*#!iff% &age Ref% '(1



19) !epartment stores carry narro$ product lines $ith deep assortments $ithin those lines.

Ans$er% FA5*#



16) /n recent years, convenience stores have redesigned their stores to closely focus on servingtheir primary target maret made up of young, blue-collar men.

Ans$er% FA5*#

!iff% ' &age Ref% '(*ill% Concept

+bective% 1'-1

1;) Category illers carry a deep assortment of a particular product line and have ano$ledgeable staff.

Ans$er% R2#

!iff% &age Ref% '(9*ill% Concept

+bective% 1'-1

1() +ff-price retailers pay regular $holesale prices for their merchandise but maintain lo$

prices by accepting lo$er margins and selling higher volume.

Ans$er% FA5*#!iff% ' &age Ref% '(9

*ill% Concept

+bective% 1'-1

1


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11) Factory outlets, independent off-price retailers, and $arehouse clubs all buy their

merchandise in a similar fashion.

Ans$er% R2#!iff% ' &age Ref% '(9



111) /n $arehouse clubs, customers must independently bring large items to the checout line.

Ans$er% R2#

!iff% &age Ref% '(;


11) Chain stores are located near residential areas and are open long hours, seven days a $ee=they carry a limited line of high-turnover goods.

Ans$er% FA5*#


+bective% 1'-1

11') /n a retailer cooperative, independent retailers contract $ith each other to set up a centralbuying operation and conduct oint promotional efforts.

Ans$er% FA5*#


+bective% 1'-1

119) erchandising conglomerates are corporations that combine several different retailing

forms under different o$nership.

Ans$er% FA5*#!iff% &age Ref% '((

*ill% Concept

+bective% 1'-1

116) Retailers first must position themselves in a maret and then decide ho$ they $ill define

the target customers in these marets.

Ans$er% FA5*#!iff% &age Ref% '(

AAC*B% Communication


19) /n an automated $arehouse, orders are fed directly from the retailerDs information system tothe $holesalerDs, and the items are piced up by mechanical devices and taen to a shipping

platform $here they are assembled.

Ans$er% R2#

!iff% &age Ref% '>'AAC*B% 2se of /

*ill% Concept

+bective% 1'-9

16) he distinction bet$een large retailers and large $holesalers is becoming blurred.Ans$er% R2#

!iff% &age Ref% '>9



1;) Retail stores can be classified in terms of several characteristics. ame four of these.Ans$er% hese include the amount of service they offer, the breadth and depth of their product

lines, the relative prices they charge, and ho$ they are organi?ed.

!iff% &age Ref% '(1AAC*B% Analytic *ills

*ill% Application

+bective% 1'-1

1() Compare and contrast specialty stores and convenience stores.

Ans$er% *pecialty stores carry narro$ product lines $ith deep assortments $ithin those lines.

Convenience stores are small stores that carry a limited line of high-turnover convenience goods.he maority of their revenues come from sales of gasoline, cigarettes, and beverages.



+bective% 1'-1


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1) !escribe the differences bet$een chain stores and franchises.

Ans$er% Chain stores consist of t$o or more outlets that are commonly o$ned and controlled.

Chain stores have the advantage of buying in larger 3uantities at lo$er prices and sharing

resources to hire specialists to help $ith decisions in pricing, promotion, merchandising,inventory, and sales forecasting. Franchises are not commonly o$ned and controlled= instead, a

franchise is a contractual association bet$een a manufacturer, $holesaler, or service organi?ation

and an independent businessperson $ho buys the right to o$n and operate one or more units

$ithin the franchise system.!iff% &age Ref% '(;-((


+bective% 1'-1

1') #@plain ho$ arget is able to compete against "al-art.

Ans$er% arget has developed distinct targeting and positioning. argetDs aim is to stic to lo$

prices, but rises above the discount fray $ith upmaret style and design and higher-grade service.his upscale alternative really separates it from its mass-merchant peers. /t targets the higher

income, better-educated clientele in its stores, hence the popular high-status pronunciation of its

name as 4ar-shay.4!iff% ' &age Ref% '(>


*ill% Application+bective% 1'-


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1'1) hree types of shopping centers are regional shopping centers, community shopping

centers, and neighborhood shopping centers0strip malls. !escribe ho$ they are different from

each other.Ans$er% Regional shopping centers are the largest and most dramatic shopping centers. hey

contain from 9 to more than stores. hey are lie covered mini-do$nto$ns and attract

customers from a $ide area. *maller than regional shopping centers, community shoppingcenters contain bet$een 16 and 9 stores. hey normally contain a branch of a department store

or variety store, a supermaret, specialty stores, professional offices, and sometimes a ban.

*maller still are neighborhood shopping centers0strip malls, $hich generally contain 6 to 16stores. hey are close and convenient for consumers, usually containing a supermaret, a

discount store, and several service stores.

!iff% ' &age Ref% '


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1'9) #@plain the mareting decisions facing $holesalers.

Ans$er% "holesalers are faced $ith the mareting decisions of segmentation and targeting,

differentiation and promotion, and the mareting mi@. &rogressive $holesalers are adapting theirservices to the needs of target customers and are seeing cost-reducing methods of doing

business. Faced $ith slo$ gro$th in their domestic marets and developments such as the orth

American Free rade Association, many large $holesalers are also no$ going global.!iff% &age Ref% '>



1'6) #@plain ho$ $holesalers have been able to use technology to cut costs.

Ans$er% any $holesalers have invested in automated $arehouses and information technologysystems. !elivery time can be cut as orders are fed from the retailerDs information system directly

into the $holesalerDs. Automated $arehouses increase efficiencies and drive do$n costs, as

mechanical devices can automatically pic up items and tae them to a shipping platform to be

assembled. "holesalers can also use technology for accounting, billing, inventory control, andforecasting. hese computeri?ed, automated, and "eb-based systems help $holesalers contain

the costs of ordering, shipping, and inventory holding.!iff% &age Ref% '>'

AAC*B% 2se of /


1';) "hat types of products do specialty stores carry: Give an e@ample of a specialty store.

Ans$er% *pecialty stores carry narro$ product lines $ith deep assortments $ithin those lines.#@amples $ill vary.



+bective% 1'-1

1'() 8o$ have department stores responded to increased competition by specialty stores:

Ans$er% any department stores have added promotional pricing to meet the threat= in addition,

they have stepped up the use of store brands and single-brand 4designer shops4 to compete $ithspecialty stores. !epartment stores are also trying mail-order, telephone, and "eb selling.

!iff% &age Ref% '(


+bective% 1'-1


38/40

1'


39/40

19') "hat elements comprise a storeDs atmosphere:

Ans$er% A storeDs atmosphere includes the sights, sounds, and smells that customers typically

associate $ith the store.!iff% 1 &age Ref% '


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19

kotler chapter 13 mcq

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