Deck 12: Delivering the Customer Experience: Bricks and Clicks

Question 1

When a cashier at the local grocery store purposefully fails to scan all of the items purchased by her friends and allows her friends to leave the store without paying for all of their items,the cashier is engaged in sweethearting.

Answer 1

True

Question 2

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items would most likely be accused of which of the following?

A)sweethearting
B)experiential shopping
C)retail borrowing
D)off-price retailing
E)customer profiling

Answer 2

A

Question 3

Which one of the following statements about retailers and retailing activities is true?

A)Retailers create form utility.
B)Most retailers are multi-million dollar operations.
C)Retailers are members of channels of distribution.
D)About half of all U.S.workers are employed by retailers.
E)Retailers sell only to businesses.

Answer 3

C

Question 4

Demographic changes have motivated marketers to make changes in the retailing industry.

Question 5

One of the most thorough and complex explanations of changes in the retailing industry is the wheel-of-retailing hypothesis.

Question 6

For the retailer,the practice of ________ results in lower total sales and,in many cases,damaged merchandise.

A)sweethearting
B)experiential shopping
C)retail borrowing
D)off-price retailing
E)network marketing

Question 7

When sales are made in a local Walmart,the sales data is sent to Walmart headquarters where the data are used to build a picture of the buying habits of people who shop at individual Walmarts across the nation.The use of ________ makes this possible.

A)POS systems
B)social shopping
C)e-commerce
D)e-menus
E)direct selling

Question 8

The retail industry has been largely unaffected by the trend of the world becoming "flatter."

Question 9

Which of the following best explains why new retailers often squeeze out older retailers?

A)retail borrowing
B)the wheel-of-retailing hypothesis
C)shrinkage
D)pop-up retailing
E)pyramid schemes

Question 10

Which of the following is NOT a function of a point-of-sale (POS)system?

A)collecting sales data
B)connecting directly into a store's inventory-control system
C)evaluating bids from potential suppliers
D)collecting data on returns and transfers to other stores
E)automatically sending orders to suppliers

Question 11

Which of the following is most closely associated with upscaling in retailing?

A)fewer members in the channel of distribution
B)more members in the channel of distribution
C)greater operating costs
D)lower operating costs
E)lower levels of customer service

Question 12

Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use?

A)franchising
B)retailing
C)brokering
D)wholesaling
E)disintermediation

Question 13

Failing to provide equal access to customers who appear economically disadvantaged is both unethical and illegal.

Question 14

Which of the following refers to store personnel tailoring the level of service they give based on a customer's perceived ability to pay?

A)sweethearting
B)experiential shopping
C)retail borrowing
D)off-price retailing
E)customer profiling

Question 15

According to the ________ hypothesis,new retailing forms often begin as low-margin,low-price,low-status operations to challenge established retailers;then become successful;and eventually take the place of the established retailers they had challenged.

A)agent
B)broker
C)wheel-of-retailing
D)warehousing
E)retail life cycle

Question 16

Shoplifting,sweethearting,and retail borrowing are all problems that contribute to ________.

A)off-price retailing
B)shrinkage
C)pyramid schemes
D)understored trade areas
E)pop-up retailing

Question 17

Josh purchased a new tie from an upscale men's clothing store to impress the managers he would meet at an important job interview.The day after the job interview,Josh returned the tie to the store for a full refund.This is an example of ________.

A)buyer's remorse
B)sweethearting
C)retail borrowing
D)shoplifting
E)customer profiling

Question 18

Wholesaling includes all the activities involved in selling goods or services directly to final consumers for their personal use.

Question 19

A marketing strategy that enhances the shopping experience for experiential shoppers is called ________.

A)sweethearting
B)retail borrowing
C)party planning
D)nonstore retailing
E)retailtainment

Question 20

V&E Bridal Design Shop caters to engaged couples who desire a traditional Eastern Asian wedding ceremony.The brides-to-be who shop at this store are typically Japanese,Laotian,Vietnamese,Korean,or Chinese.This retailer has used ________ to identify a market segment.

A)psychographics
B)geography
C)demographics
D)socioeconomics
E)its merchandise mix

Question 21

________,such as Target and Kohl's,provide merchandise return and offer credit,but customers select merchandise without much assistance.

A)Self-service retailers
B)Full-service retailers
C)Specialty retailers
D)Off-price retailers
E)Limited-service retailers

Question 22

Pier 1 Imports started as a single store in San Mateo,California,offering low-priced beanbags,love beads,and incense to baby boomers.Today it sells quality home furnishings and decorative accessories.Why is Pier 1 Imports a perfect case study of the wheel-of-retailing hypothesis?

Question 23

Briefly explain the wheel-of-retailing concept.

Question 24

Retail stores are often classified on the breadth and depth of their merchandise assortment.The breadth of the merchandise is the number of different lines available.The merchandise breadth may be classified as ________ or ________.

A)narrow;broad
B)narrow;deep
C)shallow;broad
D)shallow;deep
E)narrow;full

Question 25

Describe the practice of retail borrowing and explain why it is unethical.

Question 26

Which of the following is LEAST likely to happen at a full-service retailer?

A)Customers have access to alteration services.
B)Gift wrapping services are offered.
C)Customers seek and receive helpful guidance from trained sales associates.
D)Customers handle their own checkout process.
E)Product consultants are available to answer specialized questions.

Question 27

________ are large stores that combine an economy supermarket with other lower-priced non-food merchandise.

A)Variety stores
B)Category killers
C)Supercenters
D)Box stores
E)Convenience stores

Question 28

Retail stores are often classified on the breadth and depth of their merchandise assortment.The depth of the merchandise is the variety of choices for each specific product.Merchandise depth may be classified as ________ or ________.

A)narrow;broad
B)narrow;deep
C)shallow;broad
D)shallow;deep
E)narrow;full

Question 29

Which of the following is the number of different product lines available at a particular retail store?

A)merchandise breadth
B)inventory depth
C)merchandise depth
D)retail diversity
E)point-of-sale range

Question 30

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely make an arrangement with a(n)________.

A)leased department
B)convenience store
C)variety store
D)factory outlet
E)off-price retailer

Question 31

Which of the following types of retailers place the most emphasis on salespeople assisting customers throughout the purchase process?

A)limited-service retailers
B)full-service retailers
C)self-service retailers
D)discount retailers
E)off-price retailers

Question 32

________ carry a narrow assortment of product lines with deep assortments within those lines.

A)Supermarkets
B)Specialty stores
C)Convenience stores
D)Discount stores
E)Off-price stores

Question 33

Which type of self-service store offers a limited line of inexpensive items,often at a single price point?

A)convenience store
B)box store
C)specialty store
D)variety store
E)leased department store

Question 34

Give an example of how the recent economic downturn affected retailers' strategies.

Question 35

Give an example of how global retailers have adjusted their offerings to meet the needs of different populations around the world.

Question 36

________ is the basis of most discount operations.Retailers offering this level of service require customers to perform their own product selection and may require customers to handle their own checkout process.

A)Limited-service
B)Full-service
C)Self-service
D)Specialty service
E)Wholesale service

Question 37

Which of the following is true about convenience stores?

A)They carry mostly shopping goods.
B)They charge lower-than-normal prices for shopping goods.
C)They are reluctant to change their store designs and offerings to adjust to changes in the market.
D)They create time utility for their customers.
E)They create form,time,and place utility for their customers.

Question 38

Which of the following is a discount retailer owned by a manufacturer that provides the manufacturer a store to sell off defective merchandise?

A)a specialty store
B)a factory outlet store
C)a department store
D)a general merchandise discount store
E)a warehouse club

Question 39

Which type of self-service store is a food store with a limited selection of items and few brands per item?

A)convenience store
B)box store
C)specialty store
D)variety store
E)leased department store

Question 40

A ________ is a set of related products a retailer offers.

A)merchandise mix
B)merchandise assortment
C)merchandise breadth
D)product depth
E)product line

Question 41

Which of the following is NOT true about warehouse clubs?

A)They are not full-service stores.
B)They often charge their customers with a modest annual membership fee.
C)They carry items in bulk.
D)They are a form of discount store.
E)They have not followed the pattern set forth by the wheel-of-retailing hypothesis.

Question 42

Stop-N-Go and Circle K-small stores that serve consumers willing to pay a higher price for the ease of buying staples close to home-are ________.

A)specialty stores
B)convenience stores
C)supermarkets
D)hypermarkets
E)off-price retailers

Question 43

Several years ago,the Paradise Surf Shop was the only surf-gear store catering to women.It carried everything the serious female surfer needed to ride the waves.In terms of its merchandise assortment,it had a ________ assortment.

A)shallow and deep
B)narrow and deep
C)shallow and broad
D)broad and deep
E)shallow and narrow

Question 44

Which of the following types of retail stores would likely offer the broadest assortment of merchandise and services?

A)convenience stores
B)factory outlet stores
C)specialty stores
D)box stores
E)hypermarkets

Question 45

GameStop sells video games and systems,offering a narrow product line with a deep assortment within that line.GameStop is a(n)________.

A)department store
B)convenience store
C)specialty store
D)general merchandise discount store
E)off-price retailer

Question 46

Costco's surprise offerings of seconds,overstocks,and closeouts-occasionally including diamonds-is an example of how a retailer can differentiate itself through its ________.

A)merchandise mix
B)services mix
C)destination retailing
D)store atmosphere
E)level of service

Question 47

Which of the following is true about general merchandise discount stores?

A)They typically have deep and narrow assortments.
B)They typically have shallow and narrow assortments.
C)They do not use price differentiation.
D)They appeal to consumers who want easy access to a lot of merchandise.
E)They are typically full-service retailers.

Question 48

Department stores carry a narrow range of products with deep assortments within those lines.

Question 49

The Paper Moon sells gift wrapping paper,stationery,and greeting cards.It does not sell any other products.The number of different kinds of wrapping paper,stationery,and cards make up its ________.

A)point-of-sale range
B)merchandise diversity
C)atmospherics
D)merchandise assortment
E)retail format

Question 50

Retailers like Sam's Club that promise bottom-dollar prices are often self-service operations.

Question 51

Which type of store combines the characteristics of a warehouse store and a supermarket?

A)freestanding store
B)department store
C)box store
D)hypermarket
E)factory outlet store

Question 52

Which of the following stores is most likely to have a narrow assortment of merchandise?

A)a supermarket
B)a factory outlet store
C)a department store
D)a warehouse club
E)a hypermarket

Question 53

Customers of a ________ buy most of the store's products in larger-than-normal packages and quantities.

A)warehouse club
B)department store
C)factory outlet store
D)leased department store
E)hypermarket

Question 54

Which of the following statements about department stores is true?

A)Department stores are more successful in America today than they have ever been.
B)Department stores typically offer shallow and narrow assortments.
C)Department stores are more popular in America than they are abroad.
D)Department stores are typically self-service.
E)Department stores were a dominant type of American retailer in the first half of the twentieth century.

Question 55

ShopWell,a large supermarket chain,wants to offer a wider variety of fresh ready-to-go meals for its customers.ShopWell has contracted with The Great Wall,a Chinese restaurant,and Salad Heaven,a health food restaurant,to set up small take-out areas within the supermarket.This arrangement is an example of ________.

A)convenience stores
B)leased departments
C)specialty stores
D)hypermarkets
E)off-price retailing

Question 56

Which of the following types of retailers obtain surplus merchandise from manufacturers and offer brand-name,fashion-oriented goods at low prices?

A)specialty stores
B)warehouse clubs
C)off-price retailers
D)department stores
E)hypermarkets

Question 57

In limited-service retail operations,such as specialty stores and first-class department stores,salespeople assist customers in every phase of the shopping process.

Question 58

Off-price retailers obtain surplus merchandise from manufacturers and offer brand-name,fashion-orientated goods at low prices.

Question 59

When a gift shop decided to begin selling Blue Ridge pottery,it was modifying its merchandise mix.

Question 60

A shoe department carries more than 55 different styles of white sandals.This is a description of the shoe department's ________.

A)merchandise breadth
B)retail diversity
C)merchandise depth
D)point-of-sale range
E)service assortment

Question 61

What is meant by merchandise breadth and depth? Give an example of a store for each of the following: narrow assortment,broad assortment,shallow assortment,and deep assortment.

Question 62

Why have department stores struggled to survive in the United States in recent years?

Question 63

Compare and contrast the four types of discount stores.

Question 64

Which of the following is a type of in-home selling?

A)the party plan system
B)network marketing
C)the pyramid system
D)e-commerce
E)experiential marketing

Question 65

Which of the following prohibits door-to-door selling unless prior permission has been granted by the household?

A)the National Do Not Call Registry
B)a Green River Ordinance
C)permission-based e-marketing
D)network marketing
E)a party plan system

Question 66

In general,vending machines are best suited for selling which of the following?

A)specialty goods
B)unsought goods
C)capital items
D)food and beverages
E)accessory equipment

Question 67

In ________,a master distributor recruits other people to become distributors.The master distributor sells the company's products to the people she entices to join and receives commissions on all the merchandise sold by the people she recruits.

A)multilevel marketing
B)integrated sales
C)disintermediated sales
D)hierarchical sales
E)party plan systems

Question 68

________ e-commerce is the online exchange between companies and individual consumers.

A)B2B
B)B2C
C)P2P
D)C2C
E)C2B

Question 69

Interactive videos,games,and contests are all ways that marketers provide ________ for online shoppers.

A)in-home shopping
B)virtual experiential marketing
C)off-price retailing
D)pop-up marketing
E)network marketing

Question 70

Which of the following is NOT a benefit provided by e-commerce?

A)It provides consumers the satisfaction of instant gratification.
B)It reduces the cost of doing business.
C)It enables specialized businesses to be more successful.
D)It provides consumers more access to pricing information.
E)It broadens product choices for consumers in smaller communities.

Question 71

Another name for multilevel marketing is ________.

A)the party plan system
B)network marketing
C)the pyramid system
D)e-commerce
E)experiential marketing

Question 72

Why might a retailer be interested in using the Census of Retail Trade,which classifies retailers according to the North American Industry Classification System (NAICS)codes?

Question 73

Which of the following is an illegal sales technique?

A)retailtainment
B)a party plan system
C)a multilevel network
D)a pyramid scheme
E)off-price retailing

Question 74

What is the merchandise assortment of an airport bookstore that sells only a few books but a large variety of magazines?

Question 75

Compare and contrast specialty stores and convenience stores.

Question 76

Which of the following refers to any method a firm uses to complete an exchange that does not require a customer to visit a store?

A)kiosk merchandising
B)nonstore retailing
C)direct selling
D)exchange retailing
E)e-commerce

Question 77

The purchase of a set of flannel sheets from the Lands' End catalog Web site is an example of ________ e-commerce.

A)B2B
B)B2C
C)POS
D)C2C
E)C2B

Question 78

Using current sales as a predictor,which of the following products would likely be most effectively sold using direct selling?

A)women's shoes
B)cleaning products
C)baby furniture
D)automobiles
E)pet food

Question 79

A telephone call from a salesperson requesting you to purchase a subscription to an educational magazine designed to help children improve their math skills is an example of which of the following?

A)direct selling
B)one-way communication
C)direct wholesaling
D)two-way vending
E)e-commerce

Question 80

Experts predicting that destination retail will be a future trend believe that consumers will soon visit retailers more for ________ than for the basic process of purchasing products.

A)information
B)credit services
C)comparison shopping
D)entertainment
E)social opportunities