rm midterm

8/12/2019 RM Midterm

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C1. An

Introductionto

Retailing

The Framework of Retailing Reasons for Studying Retailing

The impact of retailing on the economy

Retail functions in distribution

Channel of distribution

sorting process

multi-channel retailing

The relationships among retailers and their suppliers

exclusive distribution

intensive distribution

selective distribution

The special Characteristics of Retailing

The Importance of Developingand Applying a Retail Strategy

The retailing Concept

The Total retail experience

Customer service

Relationship retailing

4principles

Customer orientation

Coordinated effort

Value driven

Goal orientation

Target Corporation's Strategy

Growth-Oriented Objectives

Appeal to a Prime Market

Distinctive Company Image

Focus

Strong Customer service for its retail category

Multiple points of contact

employee relations

Innovation

Commitment to Technology

Community involvement

Constantly monitoring performance

C1. An Introduction to Retailing.mmap - 3/17/2014 - Mindjet


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C2.Building

and

SustainingRelationships

in

Retailing

Value and the Value Chain

Retailer RelationshipsCustomer Relationships

The Customer Base

Customer Service

Concepts

Expected customer service

Augmented customer service

employee empowerment

Developing a CS Strategy

Planning Individual CS

Customer satisfaction

Loyalty Programs

Economic rewards

Hedonistic rewards

Social-relational rewards

Informational rewards

Functional rewards

Channel Relationships

Value delivery system

Differences in Relationship

Building between Goods and

Service Retailers

Goods retailing

Sevice retailing

Rented-goods services

Owned-goods serivices

Nongood services

Technology and Relationships in Retailing

Electronic Banking

Customer and Supplier

Interactions

Ethical Performance and

Relationships in Retailing

Ethics

Social Responsibility

Consumerism

C2.Building and Sustaining Relationships in Retailing.mmap - 3/17/2014 - Mindjet


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C3.Strategic

Planning

Situation Analysis

Organizational Mission

Ownership and Management

Alternatives

sole proprietorship

partnership

corporation

Goods/Service Category

Personal Abilities

Financial Resources

Time Demands

Objectives

Sales

Growth

Stability

Market share

Profit

Satisfaction of Publics

stockholders

customers

suppliers

employees

government

Image (Positioning)

Mass merchandising

Niche retailing

bifurcated retailing

Selection of Objectives


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C4.Retail

Institutionsby

Ownership

IndependentAdvantages

Disadvantages

ChainAdvantages

Disadvantages

FranchisingSize and Structural Arrangement

Manufacturer-retailer

Wholesaler-retailerVoluntary

Cooperative

Service sponsor-retailer

Advantages

Disadvantages

Leased DepartmentAdvantages

Disadvantages

Vertical Marketing System dual marketing

Consumer Cooperative

C4.Retail Institutions by Ownership.mmap - 3/17/2014 - Mindjet


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C7.

Identifying

and

Consumer Demographics and Lifestyles

Consumer Demographics

Consumer Lifestyles

culture

social class

reference groups

the family (or household) life cycle

the household life cycle

Time utilization

psychological factors

personality

class consciousness

attitudes (opinions)

perceived risk

functional

physical

financial

social

psychological

time

Implications of Consumer

Demographics and Lifestyles

Consumer Profiles

Consumer Needs and Desires

In-Home shopping

Online Shopping

Out-shopping

i d d Sh i

Shopping enjoyment

Attitudes toward shopping time

Shifting feelings about retailing


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C8.Information

Gathering

andProcessing

in

Retailing

Information Flows in a Retail

Distribution Channel

Avoiding Retail Strategies Based

on Inadequate Information

Using intuition

Continuing what was done before

Copying a successful

competitor's strategy

Devising a strategy after speaking to afew individuals about their perceptions

Automatically assuming that a

successful business can easily expand

Not having a good read on consumer perceptions

The Retail Information System

Building and Using a RIS

Database Management

Data warehousing

Data Mining and Micro-marketing

Gathering Information Throughand UPC and EDI

Universal product code (UPC)

Electronic data interchange (EDI)

The Marketing Research Process

Issue (problem) definition

Secondary Data

pros & cons

SourcesInternal

External

Primary Data

Pros & Cons

Probability (random) and Nonprobability sample

Sources

Survey

Observation

Experiment

Simulation

C8.Information Gathering and Processing in Retailing.mmap - 3/17/2014 - Mindjet


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C11.Retail

Organization

andHuman

Resource

Management

Setting Up a Retail Organization

Specifying Tasks to be Performed

Dividing tasks Among Channelmembers and Customers

Grouping Tasks into Jobs

Classifying Jobs

Developing an Organization Chart

Organizational Patterns in Retailing

Small Independent

Department Stores

Merchandising

Publicity

Store management

Accounting and control

Chain Retailers

Diversified Retailers

HR Management in Retailing

HR Environment of Retailing

Women in Retailing

Minorities in Retailing

HR Process in Retailing

Recruiting

Selecting

Training

Compensating

Supervising

C11.Retail Organization and Human Resource Management.mmap - 3/17/2014 - Mindjet

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