1. Chapter 1- An Introduction to Retailing

2. Retailing
Retailing encompasses the business activities involved in selling goods and services to consumers for their personal, family, or household use. It includes every sale to the final consumer.

3. A Typical Channel of Distribution
Retailer
Manufacturer
Wholesaler
Final
Consumer

4. How Retailers Add Value
Breaking Bulk
-Buy it in quantities customers want
Holding Inventory
-Buy it at a convenient place when you want it
Providing Assortment
-Buy other products at the same time
Offering Services
-See it before you buy, get credit, layaway

5. How Retailers Add Value
The value of the product and service increases as the retailer performs functions.
Doll can be bought on credit or put on layaway
Doll is featured on floor display
Doll is offered in convenient locations in quantities of one
Doll is developed in several styles
Doll is developed at manufacturer

6. Decision Variables for Retailers
Customer Service
Retail
Strategy
Store Design and Display
Merchandise Assortment
Pricing
Location
Communication Mix

7. Hot Topic’s Retail Mix Retail Strategy Customer Service Location
Store Design
And Display
Merchandise
Assortment
Communication
Mix
Pricing

8. Manufacturer’s Perspective
The Four P’s of Marketing
Retailers are part of the
distribution channel
Retailers are part of the
distribution channel
Product
Price
Distribution
Promotion

9. Issues in Retailing
How can we best serve our customers while earning a fair profit?
How can we stand out in a highly competitive environment where consumers have so many choices?
High unemployment, low consumer confidence, high savings rates have reduced consumer spending. At the same time retail competition has increased through increased format blurring (sales of cameras at office supply stores, carpeting and major appliances at home improvement centers).
How can we grow our business while retaining a core of loyal customers?

10. The Philosophy
Retailers can best address these questions by fully understanding and applying the basic principles of retailing, as well as the elements in a well-structured, systematic, and focused retail strategy.

11. The Framework of Retailing

12. Top 100 Retailers Walmart, Kroger, Costco, Target, The Home Depot, Walgreen, CVS Caremark, Lowe’s, Amazon.com, Safeway

13. The Retailing Mix Target Market Product Price Place Promotion
Personnel
Presentation

14. The Retailer’s Role in the Sorting Process

15. Multi-Channel Retailing
A retailer sells to consumers through multiple retail formats:
Web sites
Physical stores

16. Multi-Channel Retailing
Cross selling across channels (in-store product availability info on Web site)
Consistent pricing in all channels (credibility)
Can buy, and return product regardless on channel
Role of each channel
Store– try on, ease of return, fast availability (immediacy), compare offerings
Web– 24/7, product information, product reviews by customers, personalization (tailored assortment based on past purchases), most current pricing, closeout sales
Catalog-permanency, true color

17. Apple

18. Distribution Types
Exclusive: suppliers make agreements with one or few retailers, designating such retailers as the only ones to carry certain brands or products within a specified geographic area
Intensive: suppliers sell through as many retailers as possible
Selective: suppliers sell through a moderate number of retailers

19. Exclusive vs Intensive Distribution
Exclusive Distribution– Fate of retailer is tied to manufacturer success, retailer has no “free-rider” concerns, retailer has less price competition, manufacturer is better assured of high levels of customer support
Intensive Distribution- Manufacturer is better assured of maximizing sales (especially for convenience goods), retailers face strong competition for price and service, intratype competition
Retail Mgt. 12e (c) 2013 Pearson Education, Inc. publishing as Prentice Hall

20. Figure 1-7: Comparing Distribution Types

21. Special Characteristics Affecting Retailers
Impulse
Purchase
Small
Average
Sale
Retailer’s
Strategy
Popularity of
Stores

22. Retail Strategy An overall plan for guiding a retail firm
Influences the firm’s business activities
Influences firm’s response to market forces

23. Six Steps in Strategic Planning
1. Define the type of business (corporate mission) 2. Set long-run and short-run objectives 3. Determine the customer market 4. Devise an overall, long-run plan 5. Implement an integrated strategy 6. Evaluate and correct (fine-tune)

24. Figure 1-10: Applying the Retailing Concept
Customer Orientation
Retailing
Concept
Coordinated Effort
Retail
Strategy
Value-driven
Goal Orientation

25. The Build-A-Bear Experience: Never Boring

26. Customer Service
Activities undertaken by a retailer in conjunction with the basic goods and services it sells. This includes:
Store hours
Parking
Shopper-friendliness
Credit acceptance
Salespeople

27. A Customer Respect Checklist
Do we trust our customers?
Do we stand behind what we sell?
Is keeping commitments to customers important to our company?
Do we value customer time?
Do we communicate with customers respectfully?
Do we treat all customers with respect?
Do we thank customers for their business?
Do we respect employees?

28. Relationship Retailing
Retailers seek to establish and maintain long-term bonds with customers, rather than act as if each sales transaction is a completely new encounter
Concentrate on the total retail experience
Monitor satisfaction
Stay in touch with customers

29. Effective Relationship Retailing
Use a “win-win” approach
It is easier to keep existing customers happy than to gain new ones (present value of current customers income stream– cost of keeping existing customers content versus cost of replacing them with new customer
Develop a customer database (loyalty programs)
Ongoing customer contact is improved with information on people’s attributes and shopping behaviors

30. Types of Loyalty Programs
Additional discounts at register
Not a real loyalty program
1 free with every “n” items purchased
Easily copied, no customer database
Rebates based on cumulative purchases
Customer maintains records
Can develop “heavy half” programs like Hilton
Targeted offerings and mailing based on purchase history
Tesco example “Market research staff know more about my customers than board chairperson”

31. Relationship Management Among Retailers and Suppliers
Disagreements may occur in the following areas (channel conflict):
control over channel (private label)
profit allocation (resale price control)
number of competing retailers (exclusive, selective or intensive distribution)
product displays
promotional support (cooperative advertising funds and restrictions)
payment terms (payment on time)
operating flexibility
gray market sales
markdown monies, chargebacks by dominant retailers
Retail Mgt. 12e (c) 2013 Pearson Education, Inc. publishing as Prentice Hall

32. Approaches to the Study of Retailing
Institutional
Functional
Strategic

33. Parts of Retail Management: A Strategic Approach
Building relationships and strategic planning
Retailing institutions
Consumer behavior and information gathering
Elements of retailing strategy
Integrating, analyzing, and improving retail strategy

34. Retailing is a set of functions that adds value to products/services that are sold to end users = functional understanding,
Retailing is a specific institution within a marketing channel that executes retail functions = institutional understanding

35. End of Week 2, any questions ???