MKT 111 Chapter 11
68) Posco, a limited-service retail chain with 130 stores across the country, is seeking to improve its standing in the market. Since its operations are widespread, altering the store atmosphere significantly is not feasible because of the costs involved. Similarly, upgrading the stores to full-service retail chains would require a large investment of time, effort, and employee training. Assuming that many of Posco's private-label brands are bringing in large revenues, what strategy could Posco Retail use to differentiate itself while matching target shoppers' expectations?
(Students' answers may vary. The answer given below is indicative.) Posco Retail should use its product assortment to differentiate its stores while matching target shoppers' expectations. One strategy is to offer merchandise that no other competitor carries, such as store brands or national brands on which it holds exclusive rights. Posco Retail has private-label brands that are doing well in the market and the company should capitalize on them. While the services mix and store atmosphere can also help set one retailer apart from another, these measures are not feasible in the current situation for Posco Retail. Diff: 3 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Reflective thinking
79) Amex Retail, the country's largest and oldest retail chain, was recently recognized as one of the most influential companies in the United States. The company aims to capitalize on this opportunity by implementing major marketing activities to capture the attention of consumers, politicians, and environmentalists. The company was one of the first to do away with plastic bags, and the public relations division is contemplating the adoption of additional green retailing practices. Would this move reflect sound business tactics? What other measures can Amex Retail take in this direction?
(Students' answers may vary. The answer given below is indicative.) Today's retailers are increasingly adopting environmentally sustainable practices. They are greening up their stores and operations, promoting more environmentally responsible products, launching programs to help customers be more responsible, and working with channel partners to reduce their environmental impact. At the most basic level, most large retailers are making their stores more environmentally friendly through sustainable building design, construction, and operations. Retailers are also greening up their product assortments. Many retailers have also launched programs that help consumers make more environmentally responsible decisions. Finally, many large retailers are joining forces with suppliers and distributors to create more sustainable products, packaging, and distribution systems. Green retailing yields both top- and bottom-line benefits. Sustainable practices lift a retailer's top line by attracting consumers looking to support environmentally friendly sellers and products. They also help the bottom line by reducing costs. Keeping all these benefits and measures in mind, the decision of Amex Retail to go green would make a tremendous positive impact. Diff: 3 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Ethical understanding and reasoning
15) Which term refers to a giant specialty store with a very deep assortment of a particular product line? A) category killer B) convenience store C) factory outlet D) department store E) independent store
A Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
19) ________ have filled the ultralow-price, high-volume gap by buying at less-than-regular wholesale prices and charging consumers less than retail. A) Off-price retailers B) Specialty stores C) Convenience stores D) Designer shops E) Full-service retailers
A Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
24) ________ are off-price retailers that operate in huge facilities offering few frills but ultra-low prices and surprise deals on selected branded merchandise. A) Warehouse clubs B) Department stores C) Convenience stores D) Specialty stores E) Superstores
A Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
25) ________ refer to two or more outlets that are commonly owned and controlled. A) Corporate chains B) Factory stores C) Specialty stores D) Designer shops E) Warehouse clubs
A Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
41) Which of the following plays the most important role in omni-channel retailing? A) Social media B) Advertising C) Discounts D) Daily alerts E) In-store promotions
A Diff: 1 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
43) Walmart, Target, Macy's, and other major retailers offer handy ________ that pull customers to both their websites and stores. A) mobile apps B) in-store shopping experiences C) channels D) platforms E) product information
A Diff: 1 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
61) A ________ contains between 15 and 50 retail stores, including a department or variety store, a supermarket, specialty stores, professional offices, and sometimes a bank. A) community shopping center B) warehouse club C) superstore D) neighborhood shopping center E) regional shopping mall
A Diff: 1 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Application of knowledge
80) ________ includes all the activities involved in selling goods and services to those buying them for resale or business use. A) Wholesaling B) Sole sourcing C) Franchising D) Crowdsourcing E) Showrooming
A Diff: 1 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Application of knowledge
29) ________ now command about 45 percent of all retail sales in the United States. A) Franchises B) Factory outlets C) Superstores D) Acquisitions E) Joint agreements
A Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
6) Food Galore is a regional chain of supermarkets in the Midwest. The primary role of the staff is to restock shelves and operate cash registers. Customers locate, compare, and select their groceries and other sundry items. Food Galore is most likely a ________. A) self-service retailer B) category killer C) full-service retailer D) supermarket E) pop-up store
A Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
73) Retail convergence most likely leads to ________. A) reduced differentiation B) reduced competition C) increased sales D) increased profit margins E) reduced advertising costs
A Diff: 2 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Analytical thinking
39) Crunch and Munch is the country's favorite fast-food vendor of fried chicken. Over the years, the company has diversified into providing a larger variety of snacks like hot dogs, burritos, and burgers, but consumers still consider it the best seller of fried chicken. Many potential investors have approached Crunch and Munch with offers to buy the company, but Crunch and Munch continues to operate through its stores. What is franchising? Why would franchising be a good contractual system for Crunch and Munch?
A franchise is a contractual association between a manufacturer, wholesaler, or service organization and an independent businessperson who buys the right to own and operate one or more units within the franchise system. The main difference between franchise organizations and other contractual systems (voluntary chains and retail cooperatives) is that franchise systems are normally based on some unique product or service; a method of doing business; or the trade name, goodwill, or patent that the franchisor has developed. Franchising has been prominent in fast-food restaurants, motels, health and fitness centers, auto sales and service dealerships, and real estate agencies. Since Crunch and Munch enjoys the position of being a favorite among consumers, franchising is a good tool to capitalize on its reputation without losing its identity. Diff: 3 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Reflective thinking
1) ________ refers to the activities involved in selling products or services directly to final consumers for their personal, nonbusiness use. A) Sole sourcing B) Retailing C) Manufacturing D) Procurement E) Warehousing
B Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
22) An off-price retailing operation that is owned and operated by a manufacturer and normally carries the manufacturer's surplus, discontinued, or irregular goods is called a ________. A) category killer B) factory outlet C) specialty store D) superstore E) warehouse club
B Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
8) Which type of retailer typically carries deep product assortments of narrow product lines? A) self-service retailers B) specialty stores C) warehouse clubs D) discount stores E) factory outlets
B Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
59) A ________ refers to a group of retail businesses built on a site that is planned, developed, owned, and managed as a unit. A) pop-up store B) shopping center C) warehouse D) category killer E) convenience store
B Diff: 1 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Application of knowledge
63) A ________ is a small open-air mall with upscale stores, convenient locations, and nonretail activities such as a playground, hotel, dining establishments, and a movie theater. A) regional shopping center B) lifestyle center C) community shopping center D) power center E) warehouse club
B Diff: 1 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Application of knowledge
12) Jones & Company, a major retail chain across the United States, offers a wide range of consumer goods such as clothing, furniture, home appliances, cosmetics, jewelry, and food. Jones & Company is best described as a ________. A) supermarket B) department store C) specialty store D) pop-up store E) category killer
B Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
18) Leading "big-box" stores, such as Walmart and Target, now dominate the retail scene. However, even "small-box" stores like Dollar General, are thriving in the current economic environment. All three retailers are considered ________. A) convenience stores B) discount stores C) full-service retailers D) designer shops E) specialty stores
B Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
21) Kids.com is an online retailer that buys clothing from a variety of brand name manufacturers at less-than-regular wholesale prices and then charges customers less than retail. Kids.com is an example of a(n) ________. A) specialty retailer B) independent off-price retailer C) departmental retailer D) full-service retailer E) category killer
B Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
10) Specialty stores are characterized by ________. A) the sale of convenience and staple items B) narrow product lines with deep assortments C) a wide range of products and categories D) low prices on a wide range of goods E) routinely purchased food products and services
B Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
26) A group of independent retailers that bands together to set up a jointly owned, central wholesale operation and conduct joint merchandising and promotion efforts is referred to as a ________. A) factory outlet mall B) retailer cooperative C) corporate chain D) warehouse club E) voluntary chain
B Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
3) ________ creates a seamless cross-channel buying experience that integrates in-store, online, and mobile shopping. A) Shopper marketing B) Omni-channel retailing C) Test marketing D) Online marketing E) Consolidation marketing
B Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
40) Foot Locker has mastered online and mobile efforts that link seamlessly with store operations, offering options such as "buy online, ship from store" and "buy online, reserve in store" for pickup. This is an example of ________. A) digital retailing B) omni-channel retailing C) web-based retailing D) in-store ordering with a mobile device E) social media
B Diff: 2 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
75) According to the text, today's large and progressive wholesalers have successfully reacted to rising costs by ________. A) relocating to low-rent, low-tax areas B) investing in information technology systems C) eliminating the need for brokers and agents D) increasing customer service responsibilities E) reducing promotional and personal selling activities
B Diff: 2 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Information technology
86) When compared to merchant wholesalers, brokers and agents ________. A) perform more extensive functions B) do not take title to goods C) deal only in services and not products D) do not engage in any negotiation of wholesale deals E) rarely specialize in one product category or customer type
B Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
87) Solutions Inc. negotiates the sale of materials between lumberyards and commercial construction companies, receiving a 15 percent commission on all transactions. Solutions Inc. is considered a ________. A) distributor B) broker C) retailer D) manufacturer E) supplier
B Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
81) Which wholesaler channel function is demonstrated when a wholesaler's sales force helps a manufacturer reach many small customers at a low cost? A) bulk breaking B) selling and promoting C) buying and assortment building D) warehousing E) risk bearing
B Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Application of knowledge
23) Dina loves branded apparel and accessories but cannot afford to buy them too often. Fortunately, Dina lives close to an off-price retail store that is owned and operated by a famous brand. The company utilizes this store to sell its surplus, discontinued, or irregular goods at significantly lower costs. The retail store is best referred to as a ________. A) category killer B) factory outlet C) specialty store D) superstore E) power center
B Diff: 3 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
89) C & G Retail, a chain of local supermarkets, procures all its goods directly from the producers' factories. This type of wholesaling is usually done in ________. A) corporate broker branches B) manufacturers' offices C) value-retail centers D) warehouse clubs E) factory outlet malls
B Diff: 3 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
91) Hamilton Wholesaling, an electronics wholesaling firm, provides many services to customers including buying, storing, and transporting expensive and delicate electronics equipment. Hamilton takes title of ownership to all goods that the firm handles. Hamilton is most likely a(n) ________. A) wholesaling broker B) merchant wholesaler C) agent wholesaler D) manufacturer's agent E) manufacturer's representative
B Diff: 3 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
27) Which contractual system is distinguished by the fact that it is normally based on some unique product or service; method of doing business; or trade name, goodwill, or patent that has been developed? A) voluntary chain B) retailer cooperative C) franchise D) corporate chain E) warehouse club
C Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
53) What is most likely the first major marketing decision that a retailer must take? A) positioning B) targeting C) segmenting the market D) differentiation E) promoting
C Diff: 1 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
83) Which of the following channel functions of wholesalers is demonstrated when a buyer receives quicker delivery because wholesalers are located closer than are producers? A) buying and assortment building B) financing C) transportation D) risk bearing E) warehousing
C Diff: 1 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Application of knowledge
88) ________ represent buyers or sellers on a more permanent basis than brokers. A) Distributors B) Franchisees C) Agents D) Retailers E) Manufacturers
C Diff: 1 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Application of knowledge
7) Customers at Carat, a premium jewelry store, are encouraged to make an appointment before a visit so that a customer service representative is assigned to them. These representatives help every customer make a purchase that meets his or her needs and budget after considering numerous options. The different styles and special features of the jewelry are explained to each customer to aid the purchase decision. In this case, Carat is an example of a(n) ________. A) self-service retailer B) off-price retailer C) full-service retailer D) supermarket E) convenience store
C Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
9) The American Tie Company, a necktie retailer, offers a deep assortment of men's neckties. The American Tie Company is best described as a(n) ________. A) department store B) supermarket C) specialty store D) discount store E) off-price retailer
C Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
13) A convenience store ________. A) markets to segments comprised mostly of white-collar workers B) stocks narrow product lines that have wide, deep assortments C) carries a limited line of high-turnover goods for consumer self-service D) involves high operation costs due to full-service customer assistance E) is a multi-channel food and discount retailer that targets niche markets
C Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
5) Which types of stores are characterized by specialty goods for which customers need assistance and higher operating costs that are passed along to customers as higher prices? A) self-service stores B) convenience stores C) full-service stores D) discount stores E) off-price stores
C Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
60) Which of the following statements is true of shopping centers? A) Most shopping centers function at the regional level rather than at the neighborhood level. B) Shopping centers typically contain only those stores that target a niche market segment of high income groups. C) Shopping centers are groups of retail businesses built on a site that is planned, developed, owned, and managed as a unit. D) Shopping centers usually contain exclusive brands and specialty stores rather than convenience stores or department stores. E) Shopping centers are huge superstores that offer a deep assortment of a particular product line.
C Diff: 2 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
62) Power centers are characterized by the ________. A) lack of an anchor store B) sale of exclusive brands only C) provision of individual entrances to each store D) provision for nonretail activities, such as playgrounds E) absence of any pricing strategies for differentiation
C Diff: 2 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Application of knowledge
71) Which of the following is an impact of the Great Recession on retailing trends? A) economic shift toward higher prices B) lower costs for retailers C) tighter consumer spending patterns D) longer retail life cycles E) prohibition on new retail forms
C Diff: 2 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Analytical thinking
82) Electronics Storage is a wholesaler that holds inventories, thereby reducing carrying costs and risks for both suppliers and customers. Which channel function does Electronics Storage primarily provide? A) showrooming B) assortment building C) warehousing D) financing E) transporting
C Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
16) Office Solutions is a large retailer that specializes in office products and services. Their offerings include a wide and deep assortment of computers, desk furniture, printers, office supplies, stationery, and printing. Office Solutions is most likely an example of a ________. A) convenience store B) pop-up store C) category killer D) lifestyle center E) supermarket
C Diff: 3 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
28) Mind and Body Fitness recently entered into a financial agreement that allows 25 independent business people at select locations across the country to set up establishments that offer its holistic services and programs. They include weight-management, group programming, sport-specific training, yoga, Pilates, and nutrition. Which type of contractual retail association does this represent? A) corporate chain B) voluntary chain C) franchise organization D) independent retailer E) retailer cooperative
C Diff: 3 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
44) Omni-channel retailing includes all of the following except ________. A) cross-shopping on mobile devices B) integrating available shopping channels C) boosting online selling options D) omitting digital selling options E) increasing in-store shopping channels
C Diff: 3 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
57) The Toby's chain of first-class department stores carries a wide range of product lines, including clothing, jewelry, kitchenware, and home furnishings. Toby's typically charges higher prices on an everyday basis and then holds frequent sales and price promotions to increase store traffic. Toby's most likely uses ________. A) self-service retailing B) experiential retailing C) high-low pricing D) everyday low pricing E) franchise retailing
C Diff: 3 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
58) Charging higher prices on an everyday basis, coupled with frequent sales and other price promotions to increase store traffic, create a low-price image, or attract customers who will buy other goods at full prices is referred to as ________ pricing. A) category killer B) discount C) high-low D) everyday low E) predatory
C Diff: 3 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Application of knowledge
90) As with other types of marketers, a primary goal in wholesaling is to ________. A) match competitors' strategies B) establish a greater number of locations C) build value-adding customer relationships D) hold prices constant E) maintain the status quo
C Diff: 3 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
14) Which type of retailer is much larger than a regular supermarket and offers a large assortment of routinely purchased food products, nonfood items, and services? A) discount stores B) specialty stores C) factory outlets D) superstores E) off-price outlets
D Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
85) ________ are the largest group of wholesalers and can be divided into two broad types of wholesalers: full-service and limited-service. A) Brokers B) Retailers C) Agent wholesalers D) Merchant wholesalers E) Manufacturers' agents
D Diff: 1 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
17) Which of the following statements is true of retailing? A) All retail stores are full-service retail stores. B) A department store has a narrow product line with a deep assortment. C) The largest type of retail outlet is a supermarket. D) Services like hotels, banks, airlines, restaurants, colleges, and hospitals can be retailed. E) A feature common to all types of retail stores is the use of the everyday low pricing strategy.
D Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
20) Which of the following is a type of off-price retailer? A) specialty store B) full-service retailer C) discount store D) warehouse club E) supermarket
D Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
4) Stores that provide moderate sales assistance because they carry shopping goods about which customers need a moderate level of information are called ________ retailers. A) self-service B) full-service C) off-price D) limited-service E) convenience
D Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
54) Retailers must decide on three major product variables: product assortment, services mix, and ________. A) store location B) store layout C) self-service offerings D) store atmosphere E) store ambience
D Diff: 2 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
92) Wholesalers most likely discourage less-profitable customers by ________. A) increasing product promotions B) carrying exclusive product lines C) overseeing inventory control systems D) adding service charges to small purchase orders E) requiring smaller orders to lower transportation costs
D Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
93) Which of the following is true about trends in wholesaling? A) New laws prevent wholesalers from having their own retailing operations. B) Value-added customer relationships have been replaced by control systems. C) Merchant wholesalers are decreasing in number and relevance. D) The demand for lower prices and higher quality has increased. E) Bulk breaking is increasingly popular and necessary.
D Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
56) Bikers and non-bikers alike enjoy dining at the Harley Davidson Café in Las Vegas. Several Harley Davidson models are on display as well as a very large, uniquely crafted American flag. Menu items include the Easy Rider, the Choppers Cobb salad, and the Harley Hog sandwich. The Harley Davidson Café most likely uses ________. A) everyday low pricing B) predatory pricing C) self-service retailing D) experiential retailing E) franchising
D Diff: 3 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
72) Carleese, a leading fashion brand, sets up small temporary boutiques across numerous locations during its year-end sale, promoting its outdated products at half the price. These temporary boutiques are referred to as ________. A) power centers B) franchises C) shopping centers D) pop-up stores E) category killers
D Diff: 3 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Analytical thinking
36) How are retailers classified based on the amount of service they provide to customers? Provide examples of each service level to illustrate your response.
Different types of customers and products require different amounts of service. To meet these varying service needs, retailers may offer one of three service levels: self-service, limited service, and full service. Self-service retailers serve customers who are willing to perform their own locate-compare-select process to save time or money. Self-service is the basis of all discount operations and is typically used by retailers selling convenience goods (such as supermarkets) and nationally branded, fast-moving shopping goods (such as Target or Kohl's). Limited-service retailers, such as Sears or JCPenney, provide more sales assistance because they carry more shopping goods about which customers need information. Their increased operating costs result in higher prices. Full-service retailers, such as high-end specialty stores (for example, Tiffany or Williams-Sonoma) and first-class department stores (such as Nordstrom or Neiman Marcus) assist customers in every phase of the shopping process. Full-service stores usually carry more specialty goods for which customers need or want assistance or advice. They provide more services, which results in much higher operating costs. These higher costs are passed along to customers as higher prices. Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
42) Omni-channel retailers are those who ________. A) expand their businesses internationally B) conduct all business activities online C) sell products through third-party retailers D) use mobile apps to sell their products E) successfully merge the virtual and physical worlds
E Diff: 1 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
74) Grace and her fiancé visit several furniture stores in and around their hometown of Milwaukee. They use their smartphones to capture information about manufacturers and pricing, and ultimately decide to purchase their favorite items online. This is referred to as ________. A) warehousing B) wholesaling C) retailing D) franchising E) showrooming
E Diff: 1 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Analytical thinking
2) ________ focuses the entire marketing process-from product and brand development to logistics, promotion, and merchandising-toward turning shoppers into buyers as they move along toward the point of sale. A) Internal marketing B) Sole sourcing C) Warehousing D) Test marketing E) Shopper marketing
E Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
11) Department stores are most likely characterized by ________. A) narrow product lines B) specialty goods and services C) predatory pricing strategies D) deep assortments of luxury brands E) wide varieties of product lines
E Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
55) Campbell is one of the oldest retailers in the country. While the service offered at Campbell is fairly mediocre, the retailer is famous for its surprise offerings of seconds, overstocks, and closeouts - occasionally including expensive gadgets and jewelry. Posco, a new chain of retail stores, offers products that are similar to Campbell's offerings; however, Posco is known for encouraging customers to ask questions and for providing service representatives to assist customers in the purchasing decision process. From this scenario, which of the following statements is most likely true? A) Posco fails to differentiate itself from Campbell through the services mix. B) Posco's product assortment helps differentiate it from Campbell. C) Both Campbell and Posco fail to identify the needs and wants of target markets. D) Campbell has not been able to differentiate itself on the basis of product assortment. E) Posco better utilizes the services mix to differentiate itself from Campbell.
E Diff: 3 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Reflective thinking
84) Wayne Wholesaling fulfills many channel functions for its customers. The company mainly focuses on helping retailers to train their salespeople, improve store layouts, and set up inventory control systems. Based on this description, which channel function is provided by Wayne Wholesaling? A) buying and assortment building B) selling and promoting C) risk bearing services D) market information services E) management services and advice
E Diff: 3 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
94) JP Wholesalers is one of the largest wholesalers of wooden furnishings in the country. Recently, the company opened a chain of stores called JP Designer Homes that has become popular due to the good reputation the company has as a wholesaler. The company has now started acquiring smaller retail chains and consolidating its position in the market. Which of the following trends is reflected in this scenario? A) the shift toward self-service retailing B) the decline of superstores and megastores C) the decline of the voluntary chain distribution method D) the rise of franchise organizations and joint partnerships E) the blurring of distinctions between retailers and wholesalers
E Diff: 3 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
34) A franchise organization is a group of independent retailers who jointly establish a central buying organization and conduct joint promotion efforts.
FALSE Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
50) According to the author, creating a digital-friendly store, high-powered website, and extensive social media presence constitutes good omni-channel retailing.
FALSE Diff: 1 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
32) A convenience store is owned and operated by a manufacturer and normally carries the manufacturer's surplus, discontinued, or irregular goods.
FALSE Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
46) It's estimated that most U.S. retail sales are either transacted directly or influenced by online research.
FALSE Diff: 2 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
48) Many online merchants—including Amazon—have experienced so much online growth that they are now moving into showrooms or their own stores.
FALSE Diff: 2 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
66) Pricing decisions of specialty stores are typically based on low markups on a high volume of products.
FALSE Diff: 2 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
97) Brokers and agents usually take title to goods and perform various functions for retailers.
FALSE Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
98) The Great Recession put heavy pressure on wholesalers to increase their operation costs and limit warehouse automation systems.
FALSE Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
47) According to research, nearly 60 percent of shoppers research product information on their smartphone while shopping.
FALSE Diff: 3 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
52) Describe the growth of online retailing.
Online retailing is thriving. Although it currently accounts for only about 9 percent of total U.S. retail sales, online buying is growing at a much brisker pace than retail buying as a whole. Last year's U.S. online retail sales grew 16 percent over the previous year versus a 4.4 percent increase in overall retail sales. Beyond direct online sales, retailer online sites, mobile apps, and social media also influence a large amount of in-store buying. It's estimated that more than half of total U.S. retail sales are either transacted directly or influenced by online research. Diff: 2 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
78) Differentiate between power centers and lifestyle centers.
Power centers are huge unenclosed shopping centers consisting of a long strip of retail stores, including large, freestanding anchors such as Walmart, Home Depot, Costco, Best Buy, Michaels, PetSmart, and OfficeMax. Each store has its own entrance with parking directly in front for shoppers who wish to visit only one store. In contrast, lifestyle centers are smaller, open-air malls with upscale stores, convenient locations, and nonretail activities, such as a playground, skating rink, hotel, dining establishments, and a movie theater. The most recent lifestyle centers often consist of mixed-use developments, with ground floor retail establishments and apartments or condominiums above, combining shopping convenience with community feel of a neighborhood center. Meanwhile, traditional regional shopping malls are adding lifestyle elements - such as fitness centers, common areas, and multiplex theaters - to make themselves more social and welcoming. In all, today's centers are more like places to hang out rather than just places to shop. Diff: 2 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Analytical thinking
70) Three types of shopping centers are regional shopping centers, community shopping centers, and neighborhood shopping centers or strip malls. Describe how they differ from each other.
Regional shopping centers are the largest and most dramatic shopping centers. They contain from 50 to more than 100 stores. They are like covered mini-downtowns and attract customers from a wide area. Smaller than regional shopping centers, community shopping centers contain between 15 and 50 stores. They normally contain a branch of a department store or variety store, a supermarket, specialty stores, professional offices, and sometimes a bank. Smaller still are neighborhood shopping centers or strip malls, which generally contain 5 to 15 stores. They are close and convenient for consumers, usually containing a supermarket, a discount store, and several service stores. Diff: 2 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
51) What have retailers learned about how customers make purchase decisions?
Retailers have learned that shoppers with smartphones are doing far more than just checking online prices. More often, they are filling in the information gap. "The consumer has never been more informed, and that information comes from their phone," says a senior marketer at outdoor-gear retailer REI. "We love when someone enters the store holding their phone saying, 'I want this tent. I want this bike. Help me find this.' " This type of activity shows how digital and store retailing can come together to make a sale. Diff: 2 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
69) Describe the promotion tools used by retailers.
Retailers use any or all of the five promotion tools - advertising, personal selling, sales promotion, public relations (PR), and direct marketing - to reach consumers. They advertise in newspapers and magazines and on radio, television, and the Internet. Advertising may be supported by newspaper inserts and catalogs. Store salespeople greet customers, meet their needs, and build relationships. Sales promotions may include in-store demonstrations, displays, sales, and loyalty programs. PR activities, such as new-store openings, special events, newsletters and blogs, store magazines, and public service activities, are also available to retailers. Most retailers also interact digitally with customers via websites and digital catalogs, online ads and video, social media, mobile ads and apps, blogs, and e-mail. Almost every retailer, large or small, maintains a full social media presence. Diff: 2 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
35) What is retailing? Explain the concept of shopper marketing.
Retailing includes all the activities involved in selling products or services directly to final consumers for their personal, nonbusiness use. Many institutions—manufacturers, wholesalers, and retailers—do retailing. But most retailing is done by retailers, businesses whose sales come primarily from retailing. Retailing plays a very important role in most marketing channels. Last year, retailers accounted for more than $5 trillion of sales to final consumers. Many marketers are now embracing the concept of shopper marketing, focusing the entire marketing process—from product and brand development to logistics, promotion, and merchandising—toward turning shoppers into buyers as they approach the point of sale. Of course, every well-designed marketing effort focuses on customer buying behavior. What differentiates the concept of shopper marketing is the suggestion that these efforts should be coordinated around the shopping process itself. Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
37) Compare and contrast specialty stores and convenience stores.
Specialty stores carry narrow product lines with deep assortments within those lines. The increasing use of market segmentation, market targeting, and product specialization has resulted in a greater need for stores that focus on specific products and segments. Convenience stores are small stores that carry a limited line of high-turnover convenience goods. Many convenience store chains have tried to expand beyond their primary market of young, blue-collar men by redesigning their stores to attract female shoppers. They are shedding the image of a "truck stop" where men go to buy gas, beer, cigarettes, or shriveled hotdogs on a roller grill and are instead offering freshly prepared foods and cleaner, safer, more-upscale environments. Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
38) Describe superstores, category killers, and service retailers.
Superstores are much larger than regular supermarkets and offer a large assortment of routinely purchased food products, nonfood items, and services. Walmart, Target, Meijer, and other discount retailers offer supercenters, very large combination food and discount stores. Recent years have also seen the rapid growth of superstores that are actually giant specialty stores, the so-called category killers (e.g., Best Buy, Home Depot, Petco, and Bed, Bath & Beyond). They feature stores the size of airplane hangars that carry a very deep assortment of a particular line. Category killers are found in a wide range of categories, including electronics, home-improvement products, books, baby gear, toys, home goods, party goods, sporting goods, and even pet supplies. Finally, for many retailers, the product line is actually a service. Service retailers include hotels and motels, banks, airlines, restaurants, colleges, hospitals, movie theaters, tennis clubs, bowling alleys, repair services, hair salons, and dry cleaners. Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
30) Examples of a service retailer include hotels, airlines, banks, colleges, and many others.
TRUE Diff: 1 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
45) Beyond direct online sales, retailer online sites, mobile apps, and social media influence a large amount of in-store buying.
TRUE Diff: 1 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
65) The retailer's product assortment should be distinguishable and also match target shoppers' expectations.
TRUE Diff: 1 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
64) Too many retailers, even big ones, fail to clearly define their target markets and positions.
TRUE Diff: 1 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Application of knowledge
95) Wholesalers absorb risk by taking title and bearing the cost of theft, damage, spoilage, and obsolescence.
TRUE Diff: 1 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
96) Merchant wholesalers are the largest single group of wholesalers, accounting for roughly 50 percent of all wholesaling.
TRUE Diff: 1 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
33) Warehouse clubs appeal not only to low-income consumers seeking bargains on bare-bones products but to customers shopping for a wide range of goods, from necessities to extravagances.
TRUE Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Analytical thinking
31) An off-price retailer buys and sells at lower wholesale prices.
TRUE Diff: 2 LO: 11-1: Explain the role of retailers in the distribution channel and describe the major types of retailers. AACSB: Application of knowledge
49) The boundaries between in-store and online retailing are rapidly blurring.
TRUE Diff: 2 LO: 11-2: Discuss how retailers are using omni-channel retailing to meet the cross-channel shopping behavior of today's digitally connected consumers. AACSB: Information technology
67) Casey's is a large supermarket that practices everyday low pricing. Therefore, consumers should expect few discounts or sales if shopping at Casey's regularly.
TRUE Diff: 2 LO: 11-3: Describe the major retailer marketing decisions. AACSB: Analytical thinking
76) The rise of megaretailers has shifted the balance of power between retailers and producers. Since megaretailers have access to numerous consumers, they have significant power when dealing with manufacturers.
TRUE Diff: 2 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Analytical thinking
77) Retailers are greening up their stores and operations, promoting more environmentally responsible products and working with channel partners to reduce their environmental impact.
TRUE Diff: 2 LO: 11-4: Discuss the major trends and developments in retailing. AACSB: Ethical understanding and reasoning
99) In an automated warehouse, orders are fed directly from the retailer's information system into the wholesaler's, and the items are picked up by mechanical devices and taken to a shipping platform where they are assembled.
TRUE Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Information technology
100) Explain how wholesalers add value for a producer.
Wholesalers add value by performing one or more of the following channel functions: Selling and promoting: Wholesalers' sales forces help manufacturers reach many small customers at a low cost. The wholesaler has more contacts and is often more trusted by the buyer than the distant manufacturer. Buying and assortment building: Wholesalers can select items and build assortments needed by their customers, thereby saving much work. Bulk breaking: Wholesalers save their customers money by buying in carload lots and breaking bulk (breaking large lots into small quantities). Warehousing: Wholesalers hold inventories, thereby reducing the inventory costs and risks of suppliers and customers. Transportation: Wholesalers can provide quicker delivery to buyers because they are closer to buyers than are producers. Financing: Wholesalers finance their customers by giving credit, and they finance their suppliers by ordering early and paying bills on time. Risk bearing: Wholesalers absorb risk by taking title and bearing the cost of theft, damage, spoilage, and obsolescence. Market information: Wholesalers give information to suppliers and customers about competitors, new products, and price developments. Management services and advice: Wholesalers often help retailers train their salesclerks, improve store layouts and displays, and set up accounting and inventory control systems. Diff: 2 LO: 11-5: Explain the major types of wholesalers and their marketing decisions. AACSB: Analytical thinking
