Retail Chapter 3

channel migration

A customer practice in which customers search for information from a retailer's channel, then purchase in a different channel maintained by a competitor.

vending machine

A nonstore format in which merchandise or services are stored in a machine and dispensed to customers when they deposit cash or use a credit card.

direct selling

A retail format in which a salesperson, frequently an independent distributor, contacts a customer directly in a convenient location (either at a customer's home or at work), demonstrates merchandise benefits, takes an order, and delivers the merchandise to the customer.

internet retailing

A retail format in which the retailers communicate with customers and offer products and services for sale over the Internet.

omnichannel retailing

Coordinated multichannel retail offering that ensures a seamless customer experience across all the retailer's channels.

catalog channel

a nonstore retail channel in which the retail offering is communicated to customers through a catalog mailed to customers

Showrooming

a practice in which customers visit stores to interact with a physical product and receive sales assistance, then purchase it through a less expensive channel, such as online

Automated Retailing

a retail channel in which merchandise or services are stored in a machine and dispensed to customers when they deposit cash or use a credit card

cross-channel retailing

a type of marketing channel in which customers use multiple channels to make purchases, such as when they receive an e-mailed coupon, download it onto their smartphone, and then go to a store to redeem the coupon and buy the product

s-retailing

conducting purchase transactions through a social media site

social retailing

conducting purchase transactions through a social media site

hub websites

create opportunities for customers feedback, ability for customers to build a community among themselves

guidelines to creating an effective website

easy name, user friendly, mobile and non mobile, easy to read, light background and dark text, consistent call to action, 3 clicks from the home page, etc.

M-commerce

internet channels accessed through tablets, smartphones or other handheld devices. Also known as mobile marketing, mobile commerce or mobile retailing

mobile commerce

internet channels accessed through tablets, smartphones or other handheld devices. Also known as mobile marketing, mobile commerce or mobile retailing

mobile retailing

internet channels accessed through tablets, smartphones or other handheld devices. Also known as mobile marketing, mobile commerce or mobile retailing

multichannel retailing

selling merchandise or services through more than one channel

single-channel retailing

selling merchandise or services through only one channel

live chat

technology that enables online customers to access an instant messaging or voice conversation with a sales representative in real time

retail channel

the means by which a retailer sells and delivers merchandise to customers