Retail Management: A Strategic Approach, 11e (Berman/Evans) Chapter 2 Building and Sustaining Relationships in Retailing 1) All of the activities

and processes that provide a certain value for the customer are referred to as ________. A) a value chain B) customer service C) a value delivery system D) relationship retailing Answer: A Diff: 1 Page ef: !" #$ill: %erminology&Concept !) %he 'undle of 'enefits offered to consumers through a channel of distri'ution is ________. A) a value chain B) customer service C) a value delivery system D) relationship retailing Answer: A Diff: 1 Page ef: !" #$ill: %erminology&Concept () An important component of the value chain concept is ________. A) the inevita'ility of channel conflict B) dependency of each channel mem'er on one another C) the need for independence among channel mem'ers D) the need to minimi)e total channel costs Answer: B Diff: ! Page ef: !" #$ill: %erminology&Concept *) +ust,in,time inventory management and electronic data interchange are e-amples of ________. A) a value chain B) channel conflict C) seamless logistics management D) direct store delivery Answer: A Diff: ! Page ef: !" #$ill: %erminology&Concept

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4) %he minimum value chain elements a given customer segment e-pects from a type of retailer is a5n) ________. A) proposed retail strategy B) augmented retail strategy C) e-pected retail strategy D) potential retail strategy Answer: C Diff: 1 Page ef: (/ #$ill: %erminology&Concept 6) 7hich of the following does not comprise a competitive advantage to a retailer8 A) a proposed retail strategy B) an augmented retail strategy C) an e-pected retail strategy D) a potential retail strategy Answer: C Diff: 1 Page ef: (/ #$ill: %erminology&Concept 9) A clean store environment1 ade:uate par$ing facilities1 and standard return privileges constitute a5n) ________. A) proposed retail strategy B) augmented retail strategy C) e-pected retail strategy D) potential retail strategy Answer: C Diff: 1 Page ef: (/ #$ill: %erminology&Concept ;) A uni:ue strategy that no competing retailer in a given retail format has perfected constitutes a5n) ________. A) proposed retail strategy B) augmented retail strategy C) e-pected retail strategy D) potential retail strategy Answer: D Diff: 1 Page ef: (/ #$ill: %erminology&Concept

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") A retailer<s focus on satisfaction of e-isting customers through see$ing to form and maintain long,term 'onds with customers is referred to as ________. A) commitment,'ased retailing B) customer satisfaction C) relationship retailing D) #0 =>?A@ Answer: C Diff: ! Page ef: (! #$ill: %erminology&Concept 1/) %he customer 'ase1 customer service1 customer satisfaction1 and loyalty programs and defection rates are components of ________. A) the American Consumer #atisfaction 2nde- 5AC#2) B) customer satisfaction C) the mar$eting concept applied to retailing D) relationship retailing Answer: D Diff: 1 Page ef: (! #$ill: %erminology&Concept 11) 7hich statement concerning a retailer<s core customers is not correct8 A) A retailer<s core customers are generally least price conscious. B) A retailer<s core customers should represent its target mar$et. C) A retailer<s core customers deserve special treatment. D) A retailer<s core customers prefer long,term relationships. Answer: A Diff: ! Page ef: (( #$ill: %erminology&Concept 1!) Activities that enhance the shopping e-perience and give retailers a competitive advantage are referred to as a5n) ________. A) customer loyalty program B) potential customer service C) e-pected customer service D) augmented customer service Answer: D Diff: ! Page ef: (( #$ill: %erminology&Concept

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1() A customer is 'illed monthly on the 'asis of his&her outstanding cumulative 'alance in a5n) ________. A) de'it account B) open credit account C) revolving credit account D) option credit account Answer: C Diff: 1 Page ef: (6 #$ill: %erminology&Concept 1*) A customer must pay his&her full 'ill when it is due in a5n) ________. A) de'it account B) open credit account C) revolving credit account D) option credit account Answer: B Diff: 1 Page ef: (6 #$ill: %erminology&Concept 14) Partial1 revolving payments are not permitted in a5n) ________. A) de'it account B) open credit account C) revolving credit account D) option credit account Answer: B Diff: 1 Page ef: (6 #$ill: %erminology&Concept 16) A retailer can reward its 'est customers through ________. A) everyday low pricing B) manufacturer,sponsored coupons C) customer loyalty programs D) contests and sweepsta$es Answer: C Diff: 1 Page ef: (; #$ill: %erminology&Concept 19) A vital component of a customer loyalty program is ________. A) restricted mem'ership B) new rules of participation C) standardi)ed letters to participants D) a data'ase to trac$ consumer purchases Answer: D Diff: ! Page ef: (; #$ill: %erminology&Concept

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1;) An ongoing relationship 'etween all the parties that develop1 produce1 deliver1 and sell particular goods and services is referred to as ________. A) a value delivery system B) channel cooperation C) a channel partnership D) vertical integration Answer: A Diff: 1 Page ef: (" #$ill: %erminology&Concept 1") A retailer see$s to ma-imi)e the profita'ility of its inventory assortment through ________. A) 0fficient Consumer esponse B) category management C) optimal space planning D) everyday low pricing Answer: B Diff: ! Page ef: */ #$ill: %erminology&Concept !/) Consumers lease physical products for a specified period of time with ________ services. A) owned,goods B) rented,goods C) intangi'le D) nongoods Answer: B Diff: 1 Page ef: *1 #$ill: %erminology&Concept !1) Airline travel is an e-ample of a5n) ________ service. A) rented,goods B) regulated goods C) nongoods D) owned,goods Answer: A Diff: ! Page ef: *1 #$ill: %erminology&Concept !!) Consumers have goods that they own repaired1 maintained1 or altered with ________ services. A) nongoods B) repair C) rented,goods D) owned,goods Answer: D Diff: 1 Page ef: *1 #$ill: %erminology&Concept

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!() @awn care and house painting are e-amples of ________ services. A) repair B) owned,goods C) nongoods D) rented,goods Answer: B Diff: 1 Page ef: *1 #$ill: %erminology&Concept !*) %utoring is an e-ample of a5n) ________ service. A) repair B) owned,goods C) nongoods D) rented,goods Answer: C Diff: 1 Page ef: *! #$ill: %erminology&Concept !4) 2ntangi'ility particularly affects ________ services. A) nongoods B) repair C) rented,goods D) owned,goods Answer: A Diff: ! Page ef: *! #$ill: %erminology&Concept !6) 2nsepara'ility for a service provider affects which element of a retail strategy8 A) the setting of a price B) advertising the firm in a distinctive manner C) accommodating demand in pea$ periods D) the esta'lishment of 'ranch units Answer: D Diff: ! Page ef: *! #$ill: %erminology&Concept !9) A evenues from an Aunrented hotel room are lost foreverA refers to which characteristic of services8 A) the perisha'ility of services B) the varia'ility of a service<s :uality C) the insepara'ility of the producer from the service D) the insepara'ility of the service from the service provider Answer: A Diff: ! Page ef: *! #$ill: %erminology&Concept

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!;) 7hich statement concerning retail technology is not correct8 A) %he roles of technology and humans must 'e clear and consistent with the o'Bectives and style of a 'usiness. B) %echnology can 'e viewed as impersonal and cold 'y some consumers. C) Consumers should 'e forced to use the most advanced technology as a means of cost control. D) Customers now e-pect certain technological advances1 such as feed'ac$ on product availa'ility. Answer: C Diff: ! Page ef: *(,** #$ill: %erminology&Concept !") 0lectronic 'an$ing involves ________. A) consumers 'eing a'le to complete transactions any day1 any hour at 'oth 'an$ and non'an$ locations B) wee$ly 'an$ statements that reflect the past wee$<s transactions C) the use of a national de'it transfer system D) the use of a national credit reporting system Answer: A Diff: ! Page ef: ** #$ill: %erminology&Concept (/) A Asmart cardA is a form of a5n) ________. A) open credit plan B) layaway plan C) electronic payment plan D) revolving credit plan Answer: C Diff: ! Page ef: ** #$ill: %erminology&Concept (1) etailers can :uic$ly complete customer transactions1 amass sales data1 and adBust inventory through ________. A) electronic data interchange B) data warehousing C) computer,assisted ordering system D) point,of,sale scanning e:uipment Answer: D Diff: 1 Page ef: **,*4 #$ill: %erminology&Concept

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(!) ________ relates to the moral principles and values of a retailer. A) #ocial responsi'ility B) 0thics C) %he golden rule D) Consumerism Answer: B Diff: 1 Page ef: *6 #$ill: %erminology&Concept (() %he 'alancing of corporate citi)enship with a fair level of profits for stoc$holders1 management1 and employees concerns ________. A) social responsi'ility B) ethics C) the golden rule D) consumerism Answer: A Diff: 1 Page ef: *; #$ill: %erminology&Concept (*) %he activities of government1 'usiness1 and other organi)ations to protect people from practices infringing upon their rights as consumers is ________. A) consumerism B) advertising regulation C) a consumer orientation D) social responsi'ility Answer: A Diff: 1 Page ef: *" #$ill: %erminology&Concept (4) %he right to safety1 information1 choice1 and to 'e heard directly concern ________. A) social responsi'ility B) ethics C) the golden rule D) consumerism Answer: D Diff: ! Page ef: *" #$ill: %erminology&Concept (6) 7hich statement concerning value is not correct8 A) =alue is 'ased on shoppers< perceptions. B) =alue is 'ased on perceived 'enefits received versus the price paid. C) =alue relates to tangi'le product dimensions. D) A price,oriented shopper see$s low prices. Answer: C Diff: 1 Page ef: !; #$ill: Applied&Comprehensive&2ntegrative

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(9) %he maBor difference 'etween value and a value chain is that only ________. A) value covers tangi'le 'enefits B) value covers intangi'le 'enefits C) the value chain relates to a channel of distri'ution D) the value chain covers the total 'undle of 'enefits received 'y consumers Answer: B Diff: ! Page ef: !;,!" #$ill: Applied&Comprehensive&2ntegrative (;) 7hich retail strategy does not provide a differential advantage to a consumer8 A) optimal retail strategy B) augmented retail strategy C) e-pected retail strategy D) potential retail strategy Answer: C Diff: ! Page ef: (/ #$ill: Applied&Comprehensive&2ntegrative (") A retailer 'ases its overall customer service strategy on providing a 9,day return policy1 having sufficient :uantities of advertised goods on hand1 and well,lit par$ing areas. %he retailer<s retail strategy can 'e descri'ed as a5n) ________. A) optimal retail strategy B) augmented retail strategy C) e-pected retail strategy D) potential retail strategy Answer: C Diff: ! Page ef: (/ #$ill: Applied&Comprehensive&2ntegrative */) 7hich return policy can 'e viewed as part of an augmented retail strategy8 A) 9,day return policy B) 1/,day return policy C) e-changes allowa'le 'ut no money,'ac$ guarantee D) unconditional money,'ac$ guarantee Answer: D Diff: ! Page ef: (/ #$ill: Applied&Comprehensive&2ntegrative *1) An e-pected retail strategy for a ________ can 'e an augmented retail strategy for a ________. A) costly specialty storeC discount store B) warehouse clu'C department store C) shopping centerC shopping district D) chain storeC independent retailer Answer: A Diff: ! Page ef: (/ #$ill: Applied&Comprehensive&2ntegrative
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*!) %he optimal level of a value,oriented retail strategy is a5n) ________. A) augmented retail strategy B) potential retail strategy C) e-pected retail strategy D) optimal retail strategy Answer: B Diff: ! Page ef: (/ #$ill: Applied&Comprehensive&2ntegrative *() elationship retailing can 'e distinguished from other retail strategies in that it stresses ________. A) long,term relationships with e-isting customers B) o'taining a constant stream of new customers C) short,term relationships with 'oth e-isting and new customers D) short,term relationships with highly profita'le customers Answer: A Diff: ! Page ef: (! #$ill: Applied&Comprehensive&2ntegrative **) A regional airline found that its 'est 1/ percent of customers accounted for (4 percent of its total revenues. %hese customers comprise the hotel<s ________. A) e-pected customers B) niche customers C) loyal customers D) core customers Answer: D Diff: 1 Page ef: (( #$ill: Applied&Comprehensive&2ntegrative *4) A restaurant carefully trains its employees to give them discretion to correct a service,related pro'lem. Dor e-ample1 a waiter can give a guest a free appeti)er if the wait for a ta'le is more than 14 minutes. %his illustrates ________. A) employee empowerment B) an e-pected customer service C) a potential customer service D) lip service1 not real service Answer: A Diff: ! Page ef: (* #$ill: Applied&Comprehensive&2ntegrative

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*6) An advantage to a retailer<s use of its individual retailer credit card over a 'an$,sponsored card is ________. A) greater fle-i'ility in e-tending credit B) lower capital re:uirements C) lower interest costs D) lower 'ad de't costs Answer: A Diff: ! Page ef: (6 #$ill: Applied&Comprehensive&2ntegrative *9) A retailer see$ing to minimi)e 'ad de'ts should utili)e what type of credit8 A) revolving credit account B) commercial credit card C) option credit account D) open credit account Answer: B Diff: 1 Page ef: (6 #$ill: Applied&Comprehensive&2ntegrative *;) 7hich type of credit account does not allow a consumer to ma$e a partial payment8 A) layaway plan B) revolving credit account C) open credit account D) option credit account Answer: C Diff: 1 Page ef: (6 #$ill: Applied&Comprehensive&2ntegrative *") 7hich statement concerning complaints is correct8 A) Eost consumers complain when dissatisfied. B) Complaining is relatively easy. C) Ear$eters should ma$e it more difficult for consumers to complain. D) Eost people feel complaining produces little or no positive results. Answer: D Diff: 1 Page ef: (; #$ill: Applied&Comprehensive&2ntegrative 4/) Airline,'ased affinity credit cards that give consumers one airline mile for each F1 charged are an e-ample of a ________. A) retailer,generated credit card B) customer loyalty program C) de'it card D) smart card Answer: B Diff: ! Page ef: (;,(" #$ill: Applied&Comprehensive&2ntegrative

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41) A customer loyalty program is part of ________. A) relationship retailing B) customer satisfaction C) transactional retailing D) revolving credit Answer: A Diff: ! Page ef: (;,(" #$ill: Applied&Comprehensive&2ntegrative 4!) %o properly study customer defection rates1 a retailer needs ________. A) an e-perimental design B) a competitive intelligence reporting system C) a mar$eting information system D) a customer data'ase Answer: D Diff: 1 Page ef: (" #$ill: Applied&Comprehensive&2ntegrative 4() %he interdependency among all channel mem'ers is e-pressed ________. A) in a value delivery system B) in an independent vertical channel system C) through vertical integration D) in franchising Answer: A Diff: 1 Page ef: (" #$ill: Applied&Comprehensive&2ntegrative 4*) 2n micro,merchandising1 retailers see$ to match local assortments to the needs of the population that each store serves. %hus1 a supermar$et located near a college may feature dormitory supplies1 while a store located in a family area may feature discounts on fro)en foods. Eicro,merchandising is a form of ________. A) value,oriented strategy B) adaptation strategy C) category management D) consumerism Answer: C Diff: ! Page ef: */ #$ill: Applied&Comprehensive&2ntegrative

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44) A retailer develops a merchandise plan on the 'asis of classifying goods into su'stitutes or complements. %his illustrates ________. A) self,scanning B) nongoods services C) Bust,in,time inventory management D) category management Answer: D Diff: ! Page ef: */ #$ill: Applied&Comprehensive&2ntegrative 46) 7hich service most closely resem'les goods,'ased retailing8 A) rented,goods services B) leased,goods services C) nongoods services D) owned,goods services Answer: A Diff: ! Page ef: */ #$ill: Applied&Comprehensive&2ntegrative 49) %he purchase of a %oyota Camry hy'rid car on the 'asis of a three,year loan is a goods,'ased transactionC the lease of a %oyota Camry hy'rid car on the 'asis of a three,year lease is a5n) ________. A) rented,goods service B) leased,goods service C) nongoods service D) owned,goods service Answer: A Diff: 1 Page ef: *1 #$ill: Applied&Comprehensive&2ntegrative 4;) @ow,cost financing availa'le from manufacturers for purchases of capital goods may lower the overall demand for ________ services. A) owned,goods B) leased,goods C) nongoods D) rented,goods Answer: D Diff: ! Page ef: *1 #$ill: Applied&Comprehensive&2ntegrative

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4") 2nstruction in home repair 'y home improvement centers is li$ely to reduce the demand for ________ services. A) rented,goods B) leased,goods C) nongoods D) owned,goods Answer: D Diff: 1 Page ef: *1 #$ill: Applied&Comprehensive&2ntegrative 6/) 7hich service is the least tangi'le8 A) rented,goods services B) leased,goods services C) nongoods services D) owned,goods services Answer: C Diff: ! Page ef: *! #$ill: Applied&Comprehensive&2ntegrative 61) %he statement Ain the supermar$et1 lettuce wiltsC in a Broadway show1 the curtain goes upA refers to which characteristic of services8 A) the high varia'ility in services B) the insepara'ility of the services from its provider C) low tangi'ility D) ina'ility to stoc$pile inventories Answer: D Diff: ! Page ef: *! #$ill: Applied&Comprehensive&2ntegrative 6!) A maBor pro'lem for a service retailer see$ing to e-pand into new geographic mar$ets is ________. A) the high varia'ility of services B) the insepara'ility of the services from its provider C) low tangi'ility D) ina'ility to stoc$pile inventories Answer: B Diff: ! Page ef: *! #$ill: Applied&Comprehensive&2ntegrative

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6() A potential pro'lem relating to scanning that is uni:ue to the self,chec$out system is ________. A) consumer fraud B) scanner error C) employee training of how to use the scanner D) need for special shopping 'ags Answer: A Diff: ! Page ef: *4 #$ill: Applied&Comprehensive&2ntegrative 6*) A retailer can encourage ethical 'ehavior among its employees through the development and communication of a ________. A) corporate mission statement B) code of ethics C) customer e-change policy D) customer service standard Answer: B Diff: ! Page ef: *6 #$ill: Applied&Comprehensive&2ntegrative 64) %he maBor difference 'etween social responsi'ility of retailers and consumerism is that ________. A) consumerism is concerned with moral issues1 while social responsi'ility is concerned with legal issues B) social responsi'ility is concerned with moral issues1 while consumerism is concerned with legal issues C) social responsi'ility reflects an o'ligation to all parties 5employees1 the general pu'lic)1 whereas consumerism is concerned with the o'ligation to consumers D) consumerism reflects an o'ligation to all parties 5employees1 the general pu'lic)1 whereas social responsi'ility is concerned with the o'ligation to consumers Answer: C Diff: ! Page ef: *;,*" #$ill: Applied&Comprehensive&2ntegrative 66) A retailer can 'est implement a consumer<s Aright to safetyA 'y ________. A) providing an e-change policy on all goods and services B) refusing to sell foods with any additive C) nutritional la'eling of all food products D) engaging in systematic product testing programs Answer: D Diff: 1 Page ef: *" #$ill: Applied&Comprehensive&2ntegrative

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69) A retailer can 'est implement a consumer<s Aright to 'e informedA 'y ________. A) giving a consumer advice newsletter to all customers B) selling private la'el merchandise C) sponsoring a consumer advisory panel D) providing a money,'ac$ guarantee on all goods and services Answer: A Diff: 1 Page ef: *" #$ill: Applied&Comprehensive&2ntegrative 6;) 2ncreased deregulation of industries should have a positive impact on which consumer right8 A) the right to 'e heard B) the right to safety C) the right to choose D) the right to 'e informed Answer: C Diff: ! Page ef: *" #$ill: Applied&Comprehensive&2ntegrative 6") 7hich of the following is a potential consumerism,related difficulty with a speciali)ation merger8 A) A consumer<s right to safety may 'e lessened. B) A consumer<s right to 'e heard may 'e lessened. C) A consumer<s right to choose may 'e lessened. D) A consumer<s right to 'e informed may 'e lessened. Answer: C Diff: ! Page ef: *" #$ill: Applied&Comprehensive&2ntegrative 9/) A retailer has a consumer advisory committee which meets monthly with a vice,president of operations. %he committee reflects which element of the consumer<s 'ill of rights8 A) the right to 'e heard B) the right to safety C) the right to choose D) the right to 'e informed Answer: A Diff: ! Page ef: *" #$ill: Applied&Comprehensive&2ntegrative 91) Generally1 consumers are more concerned with the results of a value chain1 as opposed to the value chain process. Answer: % ?0 Diff: 1 Page ef: !" #$ill: %erminology&Concept

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9!) An e-pected retail strategy involves a higher level of customer service than an augmented retail strategy. Answer: DA@#0 Diff: ! Page ef: (/ #$ill: %erminology&Concept 9() elationship retailing is 'ased on the 'uilding and maintenance of long,term relationships with profita'le customers. Answer: % ?0 Diff: 1 Page ef: (! #$ill: %erminology&Concept 9*) A good relationship retailing program re:uires a data'ase to maintain the retailer<s customer loyalty program and to determine defection rates. Answer: % ?0 Diff: ! Page ef: (! #$ill: %erminology&Concept 94) %he value delivery system concept suggests that each channel mem'er must retain its standard retail tas$s. Answer: DA@#0 Diff: ! Page ef: (" #$ill: %erminology&Concept 96) %he service strategy process for services retailing is the same as for goods retailing. Answer: % ?0 Diff: ! Page ef: *1 #$ill: %erminology&Concept 99) %here are no physical products in nongoods services. Answer: % ?0 Diff: 1 Page ef: *! #$ill: %erminology&Concept 9;) %he perisha'ility of services prevents the shifting of services from low to high demand periods. Answer: % ?0 Diff: ! Page ef: *! #$ill: %erminology&Concept 9") #ervice retailers often see$ to reduce the perisha'ility of services through standardi)ation. Answer: DA@#0 Diff: ! Page ef: *! #$ill: %erminology&Concept

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;/) Eost electronic 'an$ing transactions are now through de'it cards. Answer: DA@#0 Diff: 1 Page ef: ** #$ill: %erminology&Concept ;1) An increasingly popular point,of,sale system involves self,scanning. Answer: % ?0 Diff: 1 Page ef: *4 #$ill: %erminology&Concept ;!) %he standard of what constitutes ethical 'ehavior is whether the proposed act is legal. Answer: DA@#0 Diff: ! Page ef: *6 #$ill: %erminology&Concept ;() A retailer can promote ethical 'ehavior through the development of a code of ethics and through disciplining employees that violate the code. Answer: % ?0 Diff: 1 Page ef: *6 #$ill: %erminology&Concept ;*) 7hen an action affects stoc$holders1 employees1 and the general pu'lic1 it involves consumerism. Answer: DA@#0 Diff: ! Page ef: *" #$ill: %erminology&Concept ;4) #elf,service merchandising ma$es the implementation of consumerism more difficult1 especially with respect to the right of information. Answer: % ?0 Diff: ! Page ef: *" #$ill: %erminology&Concept ;6) %he value chain concept relates to a channel of distri'ution. Answer: % ?0 Diff: ! Page ef: !; #$ill: Applied&Comprehensive&2ntegrative ;9) A retailer concerned with relationship retailing should concern itself with attracting and $eeping new customers. Answer: DA@#0 Diff: ! Page ef: (! #$ill: Applied&Comprehensive&2ntegrative

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;;) Developing a description of a retailer<s core customers is an important part of developing a target mar$et strategy for a retailer. Answer: % ?0 Diff: ! Page ef: (( #$ill: Applied&Comprehensive&2ntegrative ;") 2n contrast to a revolving credit account1 with an open account1 a consumer must pay the full 'alance when it is due. Answer: % ?0 Diff: 1 Page ef: (6 #$ill: Applied&Comprehensive&2ntegrative "/) Customer loyalty programs are 'ased on the concept of reinforcing a consumer<s purchasing activity. Answer: % ?0 Diff: 1 Page ef: (; #$ill: Applied&Comprehensive&2ntegrative "1) A simple customer loyalty program can 'e 'ased on Apay for nine car washes1 get the 1/th car wash for free.A Answer: % ?0 Diff: 1 Page ef: (; #$ill: Applied&Comprehensive&2ntegrative "!) %he central premise of a value delivery system is that each channel mem'er is independent of each other. Answer: DA@#0 Diff: 1 Page ef: (" #$ill: Applied&Comprehensive&2ntegrative "() Category management see$s to improve a retailer<s inventory management system. Answer: % ?0 Diff: ! Page ef: */ #$ill: Applied&Comprehensive&2ntegrative "*) ented,goods service retailers re:uire little or no inventory investment. Answer: DA@#0 Diff: ! Page ef: *1 #$ill: Applied&Comprehensive&2ntegrative "4) %he same product can 'e a rented,goods service or a good1 depending on whether it is purchased or leased. Answer: % ?0 Diff: ! Page ef: *1 #$ill: Applied&Comprehensive&2ntegrative

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"6) %he concepts of intangi'ility1 varia'ility1 and insepara'ility are most applica'le to nongoods services. Answer: % ?0 Diff: 1 Page ef: *! #$ill: Applied&Comprehensive&2ntegrative "9) %he 'asic ongoing e-pense for many service retailers is inventory investment costs. Answer: DA@#0 Diff: 1 Page ef: *! #$ill: Applied&Comprehensive&2ntegrative ";) Point,of,sale scanning e:uipment ena'les retailers to develop up,to,date sales and inventory reports. Answer: % ?0 Diff: 1 Page ef: ** #$ill: Applied&Comprehensive&2ntegrative "") A maBor concern relating to the success of self,scanning is consumer honesty. Answer: % ?0 Diff: ! Page ef: *4 #$ill: Applied&Comprehensive&2ntegrative 1//) Consumerism is a 'roader concept than social responsi'ility. Answer: DA@#0 Diff: ! Page ef: *;1 *" #$ill: Applied&Comprehensive&2ntegrative 1/1) Differentiate 'etween the terms AvalueA and the Avalue chain.A Diff: 1 Page ef: !;,!" 1/!) a. 0-plain the difference 'etween e-pected1 augmented1 and potential retail strategies. '. Apply these concepts to a retailer featuring high,:uality high definition televisions. Diff: ! Page ef: (/ 1/() Develop a relationship retailing program for a local hotel chain. 2ncorporate the customer 'ase1 customer loyalty programs1 and defection rates into your analysis. Diff: ! Page ef: (!,(* 1/*) 0-plain the implications for channel relations of the value delivery system concept. Diff: 1 Page ef: (" 1/4) A%he attri'utes of perisha'ility1 intangi'ility1 and insepara'ility relate most to nongoods services and least to rented,goods services.A 0-plain this statement. Diff: ! Page ef: *!

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1/6) Descri'e the strategic implications of the characteristics of service retailing: intangi'ility1 insepara'ility1 perisha'ility1 and varia'ility. Diff: 1 Page ef: *! 1/9) a. 7hat factors have increased the role of technology in retailing8 '. Descri'e three technological innovations and their impact on retail strategies. Diff: ! Page ef: *(,*4 1/;) 7hat are the pros and cons of the use of A%Es in retail locations from the perspective of the retailer and the 'an$ing institution8 Diff: ! Page ef: ** 1/") Descri'e 1/ potential applications of electronic point,of,sale systems in improving a retailer<s productivity. Diff: ! Page ef: ** 11/) Differentiate among ethics1 social responsi'ility1 and consumerism. Diff: 1 Page ef: *4 111) Develop a code of ethics for a local computer retailer. Diff: ! Page ef: *61 *; 11!) A mem'ership 'ased warehouse clu' 5such as Costco1 #am<s Clu' or B+<s) see$s to develop a consumer,oriented program. Develop such a program 'ased on the right to safety1 to 'e informed1 to choose1 and to 'e heard. Diff: ! Page ef: *"

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Copyright . !/1/ Pearson 0ducation1 2nc. Pu'lishing as Prentice 3all