Chapter 2

True

Extreme-value retailers primarily target low-income consumers.

Big-box stores that offer a narrow but deep assortment of merchandise.

Write a note on category specialists.

E. JCPenny

Which of the following is a third tier department store? A. Macy's B. Neiman Marcus C. TJ Maxx D. Nordstrom E. JCPenny

A. Intangibility

A dermatologist has her diplomas prominently displayed above her large desk, which sits on a Persian rug in an office filled with tasteful, yet expensive furnishings. Which of the following service characteristics is the doctor trying to handle with her office décor? A. Intangibility B. Perishability C. Inconsistency D. Consumability E. Compatibility

A. Intangibility

A massage parlor requires its therapists to keep a database on each customer and include in that database what was done on each visit for customer aches and pains. Which of the following service characteristics is the parlor trying to cope with? A. Intangibility B. Perishability C. Inconsistency D. Consumability E. Compatibility

B. department store

A retailer that carries a broad variety and deep assortment, offers customer services, and is organized into distinct sections for displaying merchandise is called a(n) _____. A. off-price retailer B. department store C. discount retailer D. convenience store E. specialty retailer

E. factory outlet

A special type of off-price retailer stores owned by manufacturers is called a _____. A. consignment shop B. thrift store C. dollar store D. warehouse club E. factory outlet

B. thrift store

A special type of resale store where merchandise is donated and proceeds go to charity is called a(n) _____. A. extreme-value retailer B. thrift store C. consignment shop D. dollar store E. supercenter

B. consignment shop

A type of resale store that accepts used merchandise from people and pays them after it is sold is called a(n) _____. A. dollar store B. consignment shop C. supercenter D. thrift store E. extreme-value retailer

B. store brands

Alfani (women's fashion), Hotel Collection (luxury fabrics), and Tools of the Trade (housewares) are examples of Macy's _____. A. national brands B. store brands C. irregulars D. inclusive brands E. closeouts

E. all of these

Attempting to combat losing market share, department stores are _____. A. becoming more effective with multichannel retailing B. adding exclusive merchandise to their assortments C. developing stronger marketing campaigns to enhance their store image D. placing more emphasis on developing their own private-label brands E. all of these

C. variety

Because the only merchandise categories at the University Futon Shop are double-sized futons, the Futon Shop can be said to have no _____. A. inventory control B. need for customer service C. variety D. irregularity E. product depth

A. offer their customers narrow breadth and depth of merchandise

Best Buy is a category specialist for the electronics industry. This means the stores _____. A. offer their customers narrow breadth and depth of merchandise B. sell only their own private-label brands C. have excellent after sales customer service D. avoid self-service approach E. offer a narrow but deep assortment of merchandise

E. charge higher prices for similar products sold

Convenience stores _____ than supermarkets. A. make customers wait in a long checkout line B. avoid selling lower profit products C. offer a broad variety and deep assortment of merchandise D. offer self-service to its customers E. charge higher prices for similar products sold

A company that operates multiple retail units under common ownership and usually has centralized decision making for defining and implementing its strategy. Ex: the Williams Sonoma corporation actually consists of four brands, Williams Sonoma, Pottery Barn, West Elm, and Rejuvenation.

Define a retail chain with examples.

Perishability: Services are perishable; service retailing must match supply and demand Intangibility: Services are less tangible than products; services retailers often use tangible symbols to inform customer about the quality of their services. Inconsistency: services are performances produced by people so no two services will be the same; service retailers expend considerable time and effort to train, select, manage, and motivate their service providers. Simultaneous Production and Consumption: service providers create and deliver the service as the customer is consuming it

Describe the four important differences in the nature of the offerings provided by services and merchandise retailers.

- Variety is the amount of categories of products a store has. - Assortment is the amount of different items offered in a merchandise category.

Differentiate between variety and assortment of merchandise offered by a retailer.

- Much of the merchandise is bought opportunistically from manufactures that have overruns, canceled orders, forecasting mistakes causing excess inventory, closeouts, and irregulars.

Discuss how off-price retailers opportunistically obtain their merchandise and the different types of merchandise found at off-price retailers.

- Department stores aren't as convenient because they are located in malls rather than local neighborhoods. -So department stores are: - Increasing the amount of exclusive merchandise they sell - Increasing their use of private-label merchandise - Expanding their multichannel presence.

Discuss the reasons that department stores are losing their market share to discount stores, and list the steps taken by department stores to deal with their eroding market share.

B. perishability

Due to the _____ of services, service retailers like Universal Studios Theme Parks, Delta, and Applebee's restaurants, sometimes, find it difficult to match supply and demand. A. intangibility B. perishability C. inconsistency D. consumability E. compatibility

True

Due to the intangibility of their offerings, services retailers often use tangible symbols to inform customers about the quality of their services

- Emphasizing fresh perishables - Targeting green and ethnic consumers - Providing better value with private-label merchandise - Providing a better shopping experience

Explain the strategies that limited-assortment supermarkets (extreme-value food retailers) use in order to provide customers with high-quality merchandise at low prices to compete against other food retailing formats.

- Offering a wider assortment of merchandise - Including more frequently purchased food items - As well as new services, such as the convenience of drive-through windows for picking up prescriptions, in-store medical clinics, and even makeovers and spa treatments

Explain what drugstores do to remain competitive in the marketplace.

- They are categorized into three tiers. - The first is high upscale fashion such as Neiman Marcus and Nordstrom's. - The second tier are the traditional department stores, in which retailers sell more modestly priced merchandise with less customer service, such as Macy's and Dillard's. - The third tier s value-oriented and caters to more price-conscious consumers, such as Sears and JCPenney.

How are department stores categorized into tiers? How do the tiers differ? Give examples of each tier.

D. Train and motivate service providers.

How can a service retailer best cope with the problems associated with the inconsistency of service? A. Use low prices during off-seasons to help match supply and demand. B. Use mass production. C. Avoid simultaneity of production and consumption of service. D. Train and motivate service providers. E. Increase staffing at peak demand times.

D. Solicit customer evaluations and complaints.

How can a service retailer best cope with the problems associated with the intangibility of service? A. Use low prices during off-seasons to help match supply and demand. B. Use mass production. C. Emphasize quality control. D. Solicit customer evaluations and complaints. E. Increase staffing at peak demand times.

A. Extreme-value food retailers.

Limited-assortment supermarkets are also called: A. extreme-value food retailers. B. full-line discount stores. C. conventional supermarkets. D. consignment shops. E. warehouse clubs.

C. service retailers.

Merrill Lynch, Marriott, and Century 21 are examples of: A. dollar stores. B. off-price retailers. C. service retailers. D. specialty stores. E. full-line discount stores.

B. the merchandise is sold below the suggested retail price.

Off-price retailers will often sell merchandise less than the MSRP which means: A. the merchandise sales are profitable. B. the merchandise is sold below the suggested retail price. C. the merchandise is sold below the suggested realized profit. D. the merchandise is sold less than the surrounding retail competitors. E. the merchandise sold by them are always closeouts.

E. store brands

Private-label brands are also called _____. A. closeouts B. category killers C. irregulars D. inclusive brands E. store brands

False, the benefits to customers include having more choices and finding the same ingredients and quality as in national brands at a lower price or higher quality at a similar price to the national brands.

Private-label brands benefit retailers but not customers

E. fair trade

Purchasing from factories that pay workers a living wage (more than the minimum wage) and offer other benefits to the employees is called _____. A. a closeout B. power perimeter C. cash wrap D. flash sale E. fair trade

A. Intangibility

Services are difficult to be evaluated before customers buy or even after they buy and consume them. Which of the following characteristics of service causes this challenge for service retailers? A. Intangibility B. Perishability C. Inconsistency D. Consumability E. Compatibility

True, supermarkets also benefit from private-label merchandise by increased store loyalty and lower promotional costs

Supermarkets gain higher profit margins from private-label merchandise than national brands.

E. depth of merchandise

The Men's Wearhouse stocks over 350 different styles and colors of ties. This assortment of ties can be referred to as the store's _________. A. consignment merchandise B. closeouts C. breadth of merchandise D. power perimeter E. depth of merchandise

B. Locavore movement

The _____ focuses on reducing the carbon footprint caused by the transportation of food throughout the world. A. core insight plan B. locavore movement C. sustainable agriculture act D. limited liabilities act E. non-compete clause

???

The biggest difference between service retailers and merchandise retailers is their profits.

B. Pharmacies in full-line discount stores

The drugstore industry has seen a decrease in their annual sales mainly due to _____. A. higher prices on prescription drugs B. pharmacies in full-line discount stores C. the aging population D. government regulations on pharmaceutical sales E. the wide assortment of merchandise sold by them

True

The most basic characteristic used to describe the different types of retailers is their retail mix, or the elements retailers use to satisfy their customers' needs.

A. power perimeter

The outer walls of a supermarket that stocks fresh-merchandise such as dairy, bakery, meat, produce, etc. is referred to as the _____. A. power perimeter B. convenience rack C. closeouts D. irregulars E. supercenters

True, they also focus on targeting green and ethnic consumers and providing a better shopping experience.

To be competitive in today's marketplace, supermarkets are focusing on offering fresh perishables and providing better value with private-label merchandise.

A. converting its discount stores into supercenters

To respond to a competitive discount environment, Walmart is fighting back by _____. A. converting its discount stores into supercenters B. leasing retail space in its stores to independent merchants C. focusing on high customer service D. converting the discount stores into convenience stores E. expanding into rural locations

False, traditionally, department stores sold both soft and hard goods, but now they focus on soft goods.

Traditionally, department stores almost exclusively offered soft goods. But now, most department stores focus on selling both hard and soft goods

False, Wal-Mart is a full-line discount store.

Walmart is classified as an off-price retailer.

C. Seek exclusive arrangements with nationally recognized brands

What can department stores do to differentiate their merchandise offering and strengthen their image? A. Increase their pricing B. Decrease the variety and assortment of merchandise within the store C. Seek exclusive arrangements with nationally recognized brands D. Merge with faltering retailers to gain their market share E. Start selling both soft goods and hard goods

- Franchising is a contractual agreement in which the franchisor sells the rights to its business trademark, ongoing mark, or trade name, or another commercial symbol of the company, to the franchisee for a one-time fee an ongoing royalty fee, typically expressed as a percentage of gross monthly sales. - Franchisors offer its franchisees off-and onsite training, location analysis assistance, advertising, and sometimes a protected territory

What is franchising? What does a franchisor offer its franchisees to get the franchisees off to a good start?

E. All of these

What is the challenge that big-box stores face while developing locations in Europe, Japan, and the United States? A. Limited and expensive land B. Increased operating costs C. Restricted building size in some counties D. Opposing sentiments from local residents E. All of these

D. A warehouse club

What type of a retail store is Costco considered to be? A. A supercenter B. A hypermarket C. A category specialist D. A warehouse club E. A department store

D. Specialty store

What type of a retail store is Victoria's Secret considered to be? A. Department store B. Convenient store C. Full-line discount store D. Specialty store E. Supermarket

B. Drugstore

What type of a retail store is Walgreens considered to be? A. Full-line discount store B. Drugstore C. Department store D. Convenience store E. Supercenter

D. Extreme-value retailer

What type of store is Dollar General considered to be? A. Off-price retailer B. Department store C. Full-line discount store D. Extreme-value retailer E. Specialty retailer

B. Department store

What type of store is Kohl's considered to be? A. Off-price retailer B. Department store C. Full-line discount store D. Extreme value retailer E. Specialty retailer

A. Supercenter

What type of store is Meijer considered to be A. Supercenter B. Department store C. Full-line discount store D. Drugstore E. Category specialist

A. Off-price retailer

What type of store is TJMaxx considered to be? A. Off-price retailer B. Department store C. Full-line discount store D. Extreme-value retailer E. Specialty retailer

C. Full-line discount store

What type of store is Target considered to be A. Off-price retailer B. Department store C. Full-line discount store D. Extreme value retailer E. Specialty retailer

False, Whereas single-store retailers can tailor their offerings to their customers' needs, corporate chains can more effectively negotiate lower-prices for merchandise and advertising because of their larger size.

Whereas corporate chains can tailor their offerings to their customers' needs, single-store retailers can more effectively negotiate lower prices for merchandise and advertising because of their larger size.

D. Each different item of merchandise offered by a retailer

Which of the following best defines a stock-keeping unit? A. The number of different items offered in a merchandise category B. End-of-season merchandise that will not be used by a retailer in following seasons C. Merchandise with minor mistakes in construction D. Each different item of merchandise offered by a retailer E. The number of merchandise categories a retailer offers

B. Hypermarkets carry a larger proportion of food items, whereas supercenters carry a larger portion of nonfood items.

Which of the following differentiates a hypermarket from a supercenter? A. Hypermarkets do not offer self-service facilities, whereas supercenters offer self-service facilities to its customers. B. Hypermarkets carry a larger proportion of food items, whereas supercenters carry a larger portion of nonfood items. C. Hypermarkets have a greater emphasis on dry groceries, whereas supercenters have a greater emphasis on perishables. D. Hypermarkets are very common in the United States, whereas supercenters are not common in the United States. E. Hypermarkets provide large parking facilities to its customers, whereas supercenters do not provide parking facilities to its customers.

E. Limited-assortment supermarket

Which of the following is Save-A-Lot considered to be? A. Conventional supermarket B. Convenience store C. Category specialist D. Full-line discount store E. Limited-assortment supermarket

E. The franchisor must incur the capital costs like purchase and modification of the retail space.

Which of the following is a drawback of the franchise ownership? A. The franchisee lacks any kind of off- or onsite training from the franchisor. B. The franchisor lacks any benefit from the success of his or her franchisee. C. The franchisee must adhere to the franchisor's rules and operating guidelines. D. The franchisee must join a single-store retailer to become independent of the franchisor. E. The franchisor must incur the capital costs like purchase and modification of the retail space.

B. Nordstrom

Which of the following is a first tier department store? A. Macy's B. Nordstrom C. Sears D. Kohl's E. JCPenney

A. Macy's

Which of the following is a second tier department store? A. Macy's B. Neiman Marcus C. TJ Maxx D. Nordstrom E. Saks Fifth Avenue

B. Both offer self-service.

Which of the following is a similarity between hypermarkets and supercenters? A. Both are common in the United States. B. Both offer self-service. C. Both carry a negotiable percentage of nonfood items. D. Both avoid the sale of perishables. E. Both lack parking facilities for customers.

B. They sell brand-name merchandise at reduced prices.

Which of the following is true of off-price retailers? A. They offer a consistent assortment of soft goods at low prices. B. They sell brand-name merchandise at reduced prices. C. They offer gift registries. D. They require suppliers to give them a variety of advertising allowances and markdown discounts. E. They sell designer-label merchandise at 20 to 60 percent higher than the manufacturer's suggested retail price.

B. They are not bound by the bureaucracies inherent in large retail organizations.

Which of the following is true of single-store retailers? A. They do not have direct contact with their customers. B. They are not bound by the bureaucracies inherent in large retail organizations. C. They are totally independent of their owner-managers' capabilities to make any retail decision. D. They must join a wholesale-sponsored voluntary competitive group to compete against corporate chains. E. They are very rigid and lack quick adaptability to market changes and customer needs.

E. They confront intense competition from category specialists.

Which of the following statements about full-line discount stores is true? A. They carry only private-label merchandise. B. They have a narrow breadth of merchandise. C. They typically carry more brands and sizes in each category than department stores. D. They have inconsistent assortments. E. They confront intense competition from category specialists.

D. They are retailers that offer a limited and irregular assortment of food and general merchandise with little service at low prices.

Which of the following statements best defines a warehouse club? A. They are stores which provide a large variety and assortment of merchandise at a convenient location with speedy checkout. B. They are large, self-service retail food stores offering about 30,000 SKUs with high inventory holding costs. C. They are retailers that carry a broad variety and deep assortment, offer customer services, and organize their stores into distinct departments for displaying merchandise. D. They are retailers that offer a limited and irregular assortment of food and general merchandise with little service at low prices. E. They are large stores that combine a supermarket with a full-line discount store.

C. Warehouse clubs typically have low inventory holding costs.

Which of the following statements is TRUE about warehouse clubs? A. Warehouse clubs carry a broad variety and deep assortment of merchandise. B. Warehouse clubs are small and typically located in high-rent districts. C. Warehouse clubs typically have low inventory holding costs. D. Warehouse clubs offer extensive customer service. E. Warehouse clubs offer its fast-selling items at high prices.

A. They tailor their retail strategy toward very specific market segments.

Which of the following statements is true about specialty stores? A. They tailor their retail strategy toward very specific market segments. B. They group products by brand instead of product category like in department stores. C. They offer very shallow and narrow assortments. D. They completely avoid including their own private-label brands in the store. E. They discourage sampling.

B. They often resemble a collection of specialty shops.

Which of the following statements is true of department stores? A. They are usually located in local neighborhoods rather than large regional malls. B. They often resemble a collection of specialty shops. C. They can be categorized into two tiers. D. They focus almost exclusively on hard goods. E. They offer a limited variety and shallow assortment of merchandise.

C. It was created to collect data on North America's business activity.

Which of the following statements is true of the North American Industry Classification System (NAICS)? A. It was developed by the Federal Trade Commission (FTC). B. It uses an 8-digit classification system. C. It was created to collect data on North America's business activity. D. It is limited in its use to only manufacturing companies. E. It is a classification system developed by the United States.

A. Extreme-value retailers

Which of the following types of general merchandise retailers is called as dollar stores? A. Extreme-value retailers B. Department stores C. Full-line discount stores D. Category specialists E. Specialty stores

D. They can dominate a category of merchandise making it difficult for other retailers to compete.

Why are category specialists sometimes called category killers? A. They are often located close to full-line discount stores and discount stores which offer a deep assortment of merchandise. B. They are located at stand-alone sites. C. They have a broad merchandise mix and shallow assortment. D. They can dominate a category of merchandise making it difficult for other retailers to compete. E. They carry mainly technologically obsolete merchandise.

A. To deal with the perishability of services

Why do movie theaters sell tickets for an afternoon showing of a movie at a lower price than the 7 p.m. showing of the same movie? A. To deal with the perishability of services B. To make sure the service offered is consistent C. To deal with the intangible characteristic of services D. To deal with the incompatibility characteristic of services E. To minimize inventory losses

E. flash

With respect to off-price retailing, in a _____ sale, each day at the same time, members receive an email that announces the deals available. A. closeout B. clearance C. enterprise D. consultative E. flash

B. depth of merchandise

With respect to retailing, assortment is often referred to as the _____. A. power perimeter B. depth of merchandise C. closeouts D. variety of merchandise E. irregulars

D. Breadth of merchandise

With respect to retailing, variety is often referred to as the _____. A. closeouts B. assortment of merchandise C. irregulars D. breadth of merchandise E. stock-keeping units

B. The number of different items offered in a merchandise category

With respect to retailing, which of the following best defines assortment of merchandise? A. Each different item of merchandise offered by a retailer B. The number of different items offered in a merchandise category C. The number of merchandise categories a retailer offers D. Merchandise with minor mistakes in construction E. End-of-season merchandise that will not be used in following seasons

D. The number of merchandise categories a retailer offers

With respect to retailing, which of the following best defines variety? A. Merchandise with minor mistakes in construction B. The number of different items offered in a merchandise category C. End-of-season merchandise that will not be used in following seasons D. The number of merchandise categories a retailer offers E. Each different item of merchandise offered by a retailer

A. Close-outs

_____ are end-of-season merchandise that will not be in the manufacturer's offerings going forward. A. Close-outs B. Irregulars C. Endcaps D. Category killers E. Soft goods

D. Outlet stores

_____ are off-price retailers owned by manufacturers or retailers. A. Dollar stores B. Closeouts C. Thrift stores D. Outlet stores E. Supercenters

B. Irregulars

_____ are products that have minor blemishes to the fabric or errors in the construction. A. Close-outs B. Irregulars C. Category killers D. Soft goods E. Hard goods

A. Off-price retailers

_____ offer an inconsistent assortment of brand-name merchandise at a significant discount off the manufacturers' suggested retail price. A. Off-price retailers B. Department stores C. Discount retailers D. Convenience stores E. Specialty retailers