Retailing Management 8th Edition Michael Levy, Barton A Weitz - Solutions

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Gaps analysis provides a systematic method for examining a customer service program’s effectiveness. Top management has told an information systems manager that customers are complaining about the long wait to pay for merchandise at the checkout station.Taking the role of the systems manager, use
Consider a situation in which you received poor customer service in a retail store or from a service provider.Did you make the store’s management aware of your experience? Whom did you relay this experience to? Have you returned to this retailer or provider?For each of these questions, explain
Assume you’re the department manager for menswear in a local department store that emphasizes empowering its managers. A customer returns a dress shirt that’s no longer in the package in which it was sold. The customer has no receipt, says that when he opened the package he found that the shirt
Review Retailing View 18.2, about customer service at IKEA. How does this retailer utilize a self-service model as a competitive advantage strategy, compared to traditional furniture stores?
Have you ever worked in a job that required you to provide customer service? If yes, describe the skills you needed and tasks you performed on this job. If no, what skills and abilities would you highlight to a potential employer that was interviewing you for a position that included customer
Both Nordstrom and McDonald’s are noted for their high-quality customer service, but their approaches to providing quality service are different. Describe this difference. Why has each of these retailers elected to use its particular approach?
For each of the following s ervices, give an example of a retailer for which providing the service is critical to its success and an example of a retailer for which providing the service is not critical: (a) personal shoppers,(b) home delivery, (c) money-back guarantees, and (d) credit.
How can signage and graphics help both customers and retailers? Consider the following types of retail formats that you likely have visited in the past: discount store, department store, office superstore, and card and gift store. Describe which retail formats have implemented the best practices
Reread Retailing View 17.1, “Walmart Goes Green and Lowers Its Energy Costs.” Which of the environmental practices discussed do you think will be implemented by other retailers? Explain your response.
Complete the table below by briefly describing how the different retail formats could use each of areas listed to enhance the store’s image and atmosphere.
What are the pros and cons for both centralized cash wraps and departmental cash wraps for stores such as JCPenney and Kohl’s?
Describe the ways in which designing a Web site is similar to and different from designing a physical store layout.
As an architect for retail space, you are responsible for Americans with Disabilities Act compliance. How would you make sure that a store’s retail layout both meets accessibility requirements and enables the company to reach profitability objectives?
A department store is building an addition. The merchandise manager for furniture is trying to convince the vice president to allot this new space to the furniture department. The merchandise manager for men’s clothing is also trying to gain the space. What points should each manager use when
What are the different types of design that can be used in a store layout? How does the layout impact the types of fixtures used to display merchandise? Describe why some stores are more suited for a particular type of layout than others.
Assume you have been hired as a consultant to assess a local discount store’s floor plan and space productivity.Look back at Chapter 6 and decide which analytical tools and ratios you would use to assess the situation.
One of the fastest-growing sectors of the population is the over-60 age group. Customers in this group may have limitations in their vision, hearing, and movement. How can retailers develop store designs with this population’s needs in mind?
Drugstore retailers, such as CVS, place diabetic test strips and perfume behind locked glass cabinets and nearly all over-the-counter medicines behind Plexiglas panels. These efforts are designed to deter theft.Describe how these security measures influence honest customers.
Discuss how retailers can reduce shrinkage from shoplifting and employee theft.
List the skills, knowledge, and abilities that can be successfully taught to new retail employees through an orientation program, a formal training program, and on-the-job training.
Explain how changing demographics of the workforce are affecting staffing and recruiting efforts for retail sales and management positions.
When evaluating retail employees, some stores use a quantitative approach that relies on checklists and numerical scores similar to the form in Exhibit 16–6.Other stores use a more qualitative approach, whereby less time is spent checking and adding and more time is devoted to discussing
Many large department stores, such as JCPenney, Sears, and Macy’s, are changing their salespeople’s reward system from a traditional salary to a commission-based system. What problems can incentive compensation systems cause? How can department managers avoid these problems?
What’s the difference between extrinsic and intrinsic rewards? What are the effects of these rewards on the behavior of retail employees? Under what conditions would you recommend that a retailer emphasize intrinsic rewards over extrinsic rewards?
Name some laws and regulations that affect the employee management process. Which do you believe are the easiest for retailers to adhere to? Which are violated the most often?
Using the interview questions in Exhibit 16–4, roleplay with another student in the class as both the interviewer and the applicant for an assistant store manager position at a store of your choice.
Give examples of a situation in which a manager of a McDonald’s fast-food restaurant should utilize different leadership styles.
How do on-the-job training, Internet training, and classroom training differ? What are the benefits and limitations of each approach?
Where do you think pop-up stores would be most successful? Why? What type of merchandise would sell well from this format? Explain.
Why do some online retailers include editorials and customer reviews along with product information on their Web sites? Explain how this may influence the consumer’s buying behavior.
A retailer plans to open a new store near a university.It will specialize in collegiate merchandise such as apparel, accessories, and school supplies. Consider the pros and cons of each of the following media: TV, radio, city newspaper, university newspaper, local magazine, Web site, blog, and
Retailers use television advertising to build brand image.Television advertisers have identified many types of markets on the basis of the day, time, and type of show during which their ads may appear. During which days, times, and types of shows should retailers advertise the following categories
Outline some elements in a communication program that can be used to achieve the following objectives:(a) Increase store loyalty by 20 percent. (b) Build awareness of the store by 10 percent. (c) Develop an image as a low-price retailer. How would you determine whether the communication program met
What factors should be considered in dividing up the advertising budget among a store’s different merchandise areas? Which of the following should receive the highest advertising budget: staple, fashion, or seasonal merchandise? Why?
Review Exhibit 15–2, “Kinds of Sales Promotion,” and describe which of these consumer promotions have been successful with you as a consumer. Which ones have not been successful? Explain your responses.
What are the positive and negative aspects of direct marketing from the customer’s perspective?
How can brand strategy, advertising, personal selling, public relations, direct marketing, and sales promotion complement one another in an integrated marketing communication program? How can a retailer’s customer relationship management program support these activities?
How do brands benefit consumers? Retailers?
Answer the following questions: (a) The Limited is planning a new line of jackets for fall. It plans to sell the jackets for $100. It is having the jackets produced in the Dominican Republic. Although The Limited does not own the factory, its product development and design costs are $400,000. The
Men’s Wearhouse purchased black leather belts for$15.99 each and priced them to sell for $29.99 each.What was the markup on the belts?
The cost of a product is $150, markup is 50 percent, and markdown is 30 percent. What’s the final selling price?
Maintained markup is 39 percent, net sales are$52,000, and reductions are $2,500. What are the gross margin in dollars and the initial markup as a percentage? Explain why initial markup is greater than maintained markup.
A department store’s maintained markup is 38 percent, reductions are $560, and net sales are $28,000.What’s the initial markup percentage?
What is the difference between bundled pricing and multiunit pricing?
Reread Retailing View 14.2, “Hey, Wanna Buy a Ticket?” Describe how supply and demand can impact the price of tickets for sporting events, concerts, and other entertainment. How does the secondary online ticket market impact consumers and the original ticket sellers?
Why would retailers risk violating any of the legal issues discussed in this chapter, such as predatory pricing, price fixing, deceptive pricing, bait and switch, or discriminatory pricing? Explain your answer.
Why would sewing pattern manufacturers such as Simplicity, Butterick, and McCall’s print a price of$12.95 (or more) on each pattern and then two times a year offer patterns for sale at $1.99 each? How could this markdown influence demand, sales, and profits?
What types of retailers often use a high/low pricing strategy? What types of retailers generally use an everyday low-pricing strategy? How would customers likely react if a retailer switched its pricing strategy from one to the other? Explain your response.
You have decided that you don’t want to take the final in this class. Explain how you would negotiate this request with the instructor. Consider place, deadlines, past relationship, possible objections, options for mutual gain, and how to maintain a professional relationship.
What are retailers doing to be more socially responsible in buying merchandise? Why are they becoming more socially responsible? Do you buy products that you believe were produced in a socially responsible manner, even if they cost more?
When you go shopping, in which product categories do you prefer private labels or national brands? Explain your preference.
Why have retailers found exclusive private labels to be an appealing branding option? Choose a department store, a discount store, and a grocery store.What exclusive private-label brands do they offer?How are they positioned in relation to their national brand counterparts?
Explain why a grocery store, such as Kroger, offers more than one tier of private-label brands within a particular product category.
Does your favorite clothing store have a private-label brand strategy? If yes, how does it build store loyalty?If no, how could a private-label brand create loyalty?
What are the advantages and disadvantages of manufacturer’s brands versus private-label brands? Consider both the retailer’s and customer’s perspectives.
What is the difference between counterfeit, graymarket, and black-market merchandise? Is the selling of this type of merchandise legal? Do you believe that selling these types of merchandise should be allowed?Provide a rationale for your position. Would you purchase a counterfeit wallet? What about
Assume you have been hired to consult with The Gap on sourcing decisions for sportswear. What issues would you consider when deciding whether you should buy from Mexico or China or find a source within the United States?
A buyer is trying to decide from which vendor to buy a certain item. Using the information in the table below, determine from which vendor the buyer should buy. VENDOR PERFORMANCE Importance Weight Vendor A Vendor B Reputation for collaboration Service Meets delivery dates Merchandise quality Gross
On November 1, the buyer still has 350 parkas left. What issues should the buyer consider in evaluating the selling season’s progress?
A buyer at a sporting goods store in Denver receives a shipment of 400 ski parkas on October 1 and expects to sell out by January
Using the 80-20 principle, how can a retailer make certain that it has enough inventory of fast-selling merchandise and a minimal amount of slow-selling merchandise?
As the athletic shoe buyer for Sports Authority, how would you go about forecasting sales for a new Nike running shoe?
Calculate the GMROI and inventory turnover given annual sales of $20,000, average inventory (at cost) of$4,000, and a gross margin of 45 percent.
The fine jewelry department in a department store has the same GMROI as the small appliances department, even though characteristics of the merchandise are quite different. Explain this situation.
Variety, assortment, and product availability are the cornerstones of the merchandise planning process.Provide examples of retailers that have done an outstanding job of positioning their stores on the basis of one or more of these issues.
A buyer at Old Navy has received a number of customer complaints that he has been out of stock on some sizes of men’s t-shirts. The buyer subsequently decides to increase this category’s product availability from 80 percent to 90 percent. What will be the impact on backup stock and inventory
Assume you are the grocery buyer for canned fruits and vegetables at a five-store supermarket chain. Del Monte has told you and your boss that it would be responsible for making all inventory decisions for those merchandise categories. Del Monte will now determine how much to order and when
Simply speaking, increasing inventory turnover is an important goal for a retail manager. What are the consequences of turnover that’s too slow? Too fast?
How and why would you expect variety and assortment to differ between a traditional bricks-and-mortar store and its Internet counterpart?
How would a retailer use transactions, customer contacts, customer preferences, descriptive information, and responses to marketing activities in its customer database?
Think of one of your favorite places to shop. How does this retailer create customer loyalty and satisfaction, encourage repeat visits, establish an emotional bond between the customer and the retailer, know the customer’s preferences, and provide personal attention and memorable experiences to
A CRM program focuses on building relationships with a retailer’s better customers. Some customers who do not receive the same benefits as the retailer’s best customers may be upset because they are treated differently. What can retailers do to minimize this negative reaction?
What are the different approaches retailers can use to identify customers by their transactions? What are the advantages and disadvantages of each approach?
Develop a CRM program for a local store that sells apparel and gifts with your college’s or university’s logo. What type of information would you collect about your customers, and how would you use this information to increase the sales and profits of the store?
Which of the following types of retailers do you think would benefit most from instituting a CRM program:(a) supermarkets, (b) banks, (c) automobile dealers, or(d) consumer electronics retailers? Why?
What are some examples of opportunities for add-on selling that might be pursued by (a) travel agents, (b)jewelry stores, and (c) dry cleaners?
Why do customers have privacy concerns about the frequent-shopper programs that supermarkets offer, and what can supermarkets do to minimize these concerns?
Why do some customers have a low or negative CLV value? What approach can retailers take with these customers to minimize their impact on the bottom line?
Why do retailers want to determine the lifetime value of their customers? How does past customer behavior help retailers anticipate future customer retention?
What is a customer relationship management (CRM)program? Describe one CRM program that you have participated in as a customer.
Reread Retail View 10.2 about Netflix. How is this online retailer using inventory management and distribution centers to deliver the correct movies requested by customers?
What is a Universal Product Code (UPC)? How does this code enable manufacturers, distributors, and retailers to track merchandise throughout the supply chain?
Abandoned purchases as a result of stockouts can mean millions of dollars a year in lost sales. How are retailers and manufacturers using technology to reduce stockouts and improve sales?
Consumers have five key reactions to stockouts: buy the item at another store, substitute a different brand, substitute the same brand, delay the purchase, or do not purchase the item. Consider your own purchasing behavior, and describe how various categories of merchandise would result in
Explain the differences between pull and push supply chains.
Why haven’t more fashion retailers adopted an integrated supply chain system similar to Zara’s?
What type of merchandise is most likely to be crossdocked at retailers’ distribution centers? Why is this often the case?
This chapter presents some trends in logistics and information systems that benefit retailers. How do vendors benefit from these trends?
Explain how an efficient supply chain system can increase a retailer’s level of product availability and decrease its inventory investment.
Retail system acronyms include DSD, VMI, EDI, CPFR, and RFID. How are these terms related to one another?
Three approaches for motivating and coordinating employee activities are policies and supervision, incentives, and organization culture. What are the advantages and disadvantages of each?
Assume that you’re starting a new restaurant that caters to college students and plans to use college students as servers. What human resource management problems would you expect to have? How could you build a strong organization culture in your restaurant to provide outstanding customer service?
To motivate employees, several major department stores are experimenting with incentive compensation plans, although compensation plans with a lot of incentives often don’t promote good customer service.How can retailers motivate employees to sell merchandise energetically and, at the same time,
Reread Retailing View 9.3 on The Container Store.What are the positive and negative aspects of employee turnover? How is this retailer reducing the turnover of its sales associates? How can other retail firms learn from this example?
How can national retailers like Best Buy and Victoria’s Secret, which both use a centralized buying system, make sure that their buyers are aware of the local differences in consumer needs?
Some retailers have specific employees (merchandise assistants) assigned to restock the shelves and maintain the appearance of the store. Other retailers have sales associates perform these tasks. What are the advantages and disadvantages of each approach?
Describe the similarities and differences between the organizations of small and large retail companies.Why do these similarities and differences exist?
A drugstore is considering opening a new location at shopping center A, with hopes of capturing sales from a new neighborhood under construction. Two nearby shopping centers, B and C, will provide competition.Using the following information and the Huff gravity model, determine the probability that
If you were considering the ownership of a Taco Bell franchise, what would you want to know about the location in terms of traffic, population, income, employment, and competition? What else would you need to research about a potential location?
Retailers have a choice of locating on a mall’s main floor or second or third level. Typically, the main floor offers the best, but most expensive, locations.Why would specialty stores such as Radio Shack and Foot Locker choose the second or third floor?

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