Berman《零售业概述 Introduction to Retailing》英文课件PPT-01.pptVIP

Chapter 1 Define Retailing Various Perspectives Impact Special Characteristics Concept of Strategic Planning Relate Marketing Concept to Retailing Total Retail Experience Customer Service Relationship Retailing Opportunities Start New Business Franchising Globalization Challenges Bored Consumers Time Poor Society Too Many Stores High Consumer Expectations Tangible Goods Services Does NOT Always Include Store Retailer Traditional Retailers Sales $3 Trillion in U.S Non-Traditional Retailers Sales $250 Billion Other Services Several Hundred Billion Major Source of Jobs Divergent Viewpoints Types of Distribution Exclusive Intensive Selective Competition in the Marketplace Product Image Slotting Allowances Distribution Rights Management Operations Merchandising Providing Assortment Breaking Bulk Providing Service Holding Inventory Define Business Type Set Objectives Long-Term Short-Term Determine Customer Market Devise Overall, Long-Run Plan Implement Integrated Strategy Evaluate Performance Intangible Perishable Inseparable Inconsistent Satisfaction Based on: Expectation Past Experience Perceptions Total Retail Experience Monitor Customer Satisfaction Stay in Touch with Customers Do We Trust Or 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? 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 * 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. Manufacturer Wholesaler Final Consumer Retailer Retailer Wholesaler Wholesaler Wholesaler Manufacturer Brand C Manufacture