Chapter 12: Deliver The Customer Experience: Bricks And Clicks

Front 1

Retailing

Back 1

The final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use.

Front 2

Wheel-of-Reailing Hypothesis

Back 2

A theory that explains how retail firms change, becoming more upscale as they go through their life cycle.

Front 3

Point-of-Sale (POS) Systems

Back 3

Retail computer systems that collect sales data and are hooked directly into the store's inventory-control system.

Front 4

Perpetual Inventory Unit Control.

Back 4

Retail computer system that keeps a running total on sales, return, transfer to other stores, and so on

Front 5

Automatic Reordering System

Back 5

Retail reordering system that is automatically a activated when inventories reach a certain level.

Front 6

Experiential Shoppers

Back 6

Shoppers who shop because it satisfies their experimental needs, that is, their desire for fun.

Front 7

Retailtainment

Back 7

The use of retail strategies that enhance the shopping experience and create excitement, impulse purchases, and an emotional connection with the brand.

Front 8

Shrinkage

Back 8

Losses experienced by retailers due to shoplifting, employee theft, and damage to merchandise.

Front 9

Retail Borrowing

Back 9

The consumer practice of purchasing a product with the intent to return the non defective merchandise for a refund after it has fulfilled the purpose for which it was purchased.

Front 10

Customer Profiling

Back 10

The act of tailoring the level of customer service based on a customer's perceived ability to pay.

Front 11

Merchandise Mix

Back 11

The total set of all products offered for sale by retailer, including all product lines sold to all consumer groups.

Front 12

Combination stores

Back 12

Retailers that offer consumers food and general merchandise in the same store.

Front 13

Supercenters

Back 13

Large combination stores that combine economy supermarkets with other lower-priced merchandise

Front 14

Merchandise Assortment

Back 14

The range of products a store sells.

Front 15

Merchandise Breadth

Back 15

The number of different product lines available.

Front 16

Merchandise Depth

Back 16

The variety of choices available for each specific product line.

Front 17

Convenience Stores

Back 17

Neighborhood retailers that carry a limited number of frequently purchased items and cater to consumers willing to pay a premium for the ease of buying close to home

Front 18

Supermarkets

Back 18

Food stores that carry a wide selection of edibles and related products.

Front 19

Box Stores

Back 19

Food stores that have a limited selection of items, few brands per item, and few refrigerated items.

Front 20

Specialty Stores

Back 20

Retailers that carry out only a few product lines buy offer good selection within the lines that they sell.

Front 21

Category Killer

Back 21

A very large specialty store that carries a vast selection of products in its category.

Front 22

Leased Departments

Back 22

Departments within a larger retail store that an outside firm rents.

Front 23

Variety Stores

Back 23

Stores that carry a variety of inexpensive items.

Front 24

General Merchandise Discount Stores

Back 24

Retailers that offer a broad assortment of items at low prices with minimal service.

Front 25

Off Price Retailers

Back 25

Retailers that buy excess merchandise from well-known manufacturers and pass the savings on to customers.

Front 26

Warehouse Clubs

Back 26

Discount retailers that charge a modest membership fee to consumers who buy a brand assortment of food and nonfood items in bulk and in a warehouse environment.

Front 27

Factory Outlet Store

Back 27

A discount retailer, owned by a manufacturer, that sells off defective merchandise and excess inventory.

Front 28

Department Stores

Back 28

Retailers that sell a broad range of items and offer a good selection within each product line

Front 29

Hypermarkets

Back 29

Retailers with the characteristics of both warehouse stores and supermarkets; they are several times larger than other stores and offer virtually everything from grocery items to electronics.

Front 30

Pop up Stores

Back 30

Retail stores, such as Halloween costume stores, that show up one day and then disappear after a period of one day to a few months.

Front 31

Nonstore Retailing

Back 31

Any method used to complete an exchange with a product end user that does not require a customer visit to a store.

Front 32

Direct Selling

Back 32

An interactive sales process in which a salesperson presents a product to one individual or a small group, takes orders, and delivers the merchandise.

Front 33

Green River Ordinances

Back 33

Community regulations that prohibit door to door selling unless prior permission is given by the household.

Front 34

Party Plan System

Back 34

A sales technique that relies heavily on people getting caught up in the group spirit, buying things they would not normally by if they were alone

Front 35

Multilevel or Network Marketing

Back 35

A system in which a master distributor recruits other people to become distributors, sell the company's product to the recruits, and receive a commission on all the merchandise sold by the people recruited.

Front 36

Pyramid Schemes

Back 36

An illegal sales technique that promises consumers or inventors large profits from recruiting others to join the program rather than from any real investment or sale of goods to the public

Front 37

B2C E-Commerce

Back 37

Online exchanges between companies and individual consumers.

Front 38

Virtual Experiential Marketing

Back 38

An online marketing strategy that uses enhancements, including colors, graphics, layout, and design interactive videos, contests, games, and giveaways, to engage experimental shoppers online.

Front 39

Intangibles

Back 39

Experience-based products.

Front 40

Services

Back 40

Intangible products that are exchanged directly between the producer and the customer.

Front 41

Intangibility

Back 41

The characteristic of a service that means customers can't see, touch, or smell good service.

Front 42

Perishability

Back 42

The characteristic of a service that makes it impossible to store for later sale or consumption.

Front 43

Capacity Management

Back 43

The process by which organizations adjust their offering in an attempt to match demand.

Front 44

Variability

Back 44

The characteristic of a service that means that even the same service performed by the same individual for the same customer can vary.

Front 45

Inseparability

Back 45

The characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service.

Front 46

Service Encounter

Back 46

The actual interaction between the customer and the service provider

Front 47

Disintermediation

Back 47

The elimination of some layers of the channel of distribution in order to cut costs and improve the efficiency of the channel

Front 48

Servicescape

Back 48

The actual physical facility where the service is performed, delivered, and consumed.

Front 49

SERVQUAL

Back 49

A multiple item scale used to measure service quality across dimensions of tangible, reliability, responsiveness, assurance, and empathy.

Front 50

Gap Analysis

Back 50

A marketing research method that measures the difference between a customer's expectation of a service quality and what actually occurred.

Front 51

Place Marketing

Back 51

Marketing activities that seek to attract new businesses, residents, or visitors to a town, state, country, or some other site.

Front 52

Idea Marketing

Back 52

Marketing activities that seek to gain market share for a concept, philosophy, belief, or issue by using elements of the marketing mix to create or change a target market's attitude or behavior.

Front 53

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