1. Chapter 1

2. Concept of Strategic Planning Relate Marketing Concept to Retailing
Define Retailing
Various Perspectives
Impact
Special Characteristics
Concept of Strategic Planning
Relate Marketing Concept to Retailing
Total Retail Experience
Customer Service
Relationship Retailing

3. The business activities involved in selling goods and services to consumers for their personal, or household use. It includes every sale of goods and services to the final consumer.

4. Opportunities Challenges Start New Business Franchising Globalization
Bored Consumers
Time Poor Society
Too Many Stores
High Consumer Expectations

5. Does NOT Always Include
Tangible Goods
Services
Does NOT Always Include
Store
Retailer

6. Traditional Retailers Non-Traditional Retailers Other Services
Sales $3 Trillion in U.S
Non-Traditional Retailers
Sales $250 Billion
Other Services
Several Hundred Billion
Major Source of Jobs

7. Final
Consumer
Wholesaler
Retailer
Manufacturer

8. Divergent Viewpoints Types of Distribution Exclusive Intensive
Selective

9. Competition in the Marketplace
Product Image
Slotting Allowances
Distribution Rights

10. Management
Operations
Merchandising

11. Providing Assortment
Breaking Bulk
Providing Service
Holding Inventory

12. Brand A Customers Brand B Brand C Brand D Brand E Brand F
Manufacturer
Brand C
Brand D
Brand A
Brand B
Brand E
Brand F
Wholesaler
Brand A
Customers
Brand B
Brand C
Brand D
Brand E
Brand F
Retailer

13. Small Average Sales Impulse Purchases Retailer’s Strategy
Popularity of Stores

14. Determine Customer Market Devise Overall, Long-Run Plan
Define Business Type
Set Objectives
Long-Term
Short-Term
Determine Customer Market
Devise Overall, Long-Run Plan
Implement Integrated Strategy
Evaluate Performance

15. Customer Orientation Coordinated Effort Retail Retailing Strategy
Concept
Value-Driven
Goal Orientation

16. Includes all the elements in a retail offering that encourage or inhibit consumers during their contact with a retailer

17. Satisfaction Based on:
Intangible
Perishable
Inseparable
Inconsistent
Satisfaction Based on:
Expectation
Past Experience
Perceptions

18. Total Retail Experience
Monitor Customer Satisfaction
Stay in Touch with Customers

19. Do We Trust Our Customers?
Do We Stand Behind What We Sell?
Do We Stress Promise-Keeping in Our Firm?
Do We Value Customer Time?
Do We Communicate with Customers Respectfully?
Do We Respect ALL Customers?
Do We Thank Customers for Their Business?
Do We Respect Employees?

20. The Definition of Retailing
Various Perspectives
Impact
Special Characteristics
Concept of Strategic Planning
How the Marketing Concept Relates to Retailing
Total Retail Experience
Customer Service
Relationship Retailing

21. Questions?
Questions?
Questions?
Questions?
Questions?