This document discusses various characteristics of retailers including the types of merchandise they sell, their level of customer service, pricing, and more. It describes different categories of retailers like food retailers, general merchandise retailers, and services retailers. Specific retailers are given as examples within each category. The various types of ownership structures for retailers are also outlined, such as independent stores, corporate chains, and franchises.
Retailing is the act of selling products or services to people for their personal, non business use. A retailer is a business that specializes in the act of retailing primarily.
Retailing includes all the activities involved in selling goods or services directly to final customers for their personal, non business use. A retailer is any business enterprise whose sales volume comes primarily from retailing.
Consumers satisfied with the store’s service quality are most likely to remain loyal. Service quality is being increasingly perceived as a tool to increase value for the consumer; as a means of positioning in a competitive environment to ensure consumer satisfaction, retention and patronage. Much of the attention focused on the service quality construct is attributable to the SERVQUAL instrument developed by Parasuraman, Zeithaml & Berry (1988) for measuring service quality.
This presentation is designed for people who sell or market to retailers. It is also suitable for those who are new in a retail business such as management trainees, IT and finance teams.
Retailing is the act of selling products or services to people for their personal, non business use. A retailer is a business that specializes in the act of retailing primarily.
Retailing includes all the activities involved in selling goods or services directly to final customers for their personal, non business use. A retailer is any business enterprise whose sales volume comes primarily from retailing.
Consumers satisfied with the store’s service quality are most likely to remain loyal. Service quality is being increasingly perceived as a tool to increase value for the consumer; as a means of positioning in a competitive environment to ensure consumer satisfaction, retention and patronage. Much of the attention focused on the service quality construct is attributable to the SERVQUAL instrument developed by Parasuraman, Zeithaml & Berry (1988) for measuring service quality.
This presentation is designed for people who sell or market to retailers. It is also suitable for those who are new in a retail business such as management trainees, IT and finance teams.
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2. Retailer Characteristics
type of merchandise sold
variety and assortment of merchandise
level of customer service
price of the merchandise
3. Types of Merchandise
The US Bureau of the Census uses a
hierarchical set of four digit codes called
the Standard Industrial Classification
(SIC).
The US Bureau along with Mexico and
Canada, adopted a new classification
system, the North American Industrial
Classification System (NAICS).
5. Variety and Assortment
Variety is the number of different
merchandise categories a retailer offers
(breadth).
Assortment is the number of different
items in a merchandise category (depth)
Each different item of merchandise is
called a stock keeping unit (SKU).
6. Services Offered
Customers expect retailers to provide
some services--accepting credit
cards, proving parking, and displaying
merchandise.
Some retailers go beyond this and
provide other services such as gift
wrapping and home delivery, at a
charge.
7. Price
Offering more depth and breadth of
merchandise is appealing to customers.
Offering services attracts customers.
To make a profit with more depth and
breadth or services retailers must
charge higher prices.
12. Supercenters
Fastest growing sector of food retailer.
150,000 to 200,000 sq. ft. stores that
combine a superstore and a full-line
discount store.
Sell groceries at low prices to build store
traffic.
One stop shopping
13. Warehouse Clubs
Large ( about 100,000 sq. ft.) and
located in low rent districts.
Little service at low prices to ultimate
consumers and small businesses.
Reduce costs by carrying a limited
assortment of fast-selling items.
Members must pay an annual fee
14. Convenience Stores
Modern versions of the neighborhood
mom-and pop stores.
Convenient location in a 2,000 to 3,000
sq. ft. store with a speedy checkout.
Limited variety and assortment of
merchandise.
Gasoline and cigarettes account for over
55% of annual sales.
15. General Merchandise Retailers
Department stores
Full-line discount stores
Specialty stores
Drug stores
Category specialists
Home improvement centers
Off-price retailers.
17. Department Stores
Broad variety and deep assortment
Offer considerable customer services
Organized into separate departments for
displaying merchandise
women’s , men’s and children’s clothing and
accessories
home furnishing and furniture
kitchenware and small appliances.
18. Department Stores
Categorized into three tiers
Tier One
Upscale
High-fashion chains
Exclusive designer merchandise
Neiman Marcus
Bloomingdale’s
Saks Fifth Avenue
20. Department Stores
Categorized into three tiers
Tier Three
Value-oriented
More price-conscious consumers
Sears
Kohl’s
JCPenny
21. Full-Line Discount Stores
Offers low prices
Broad variety of merchandise both
private labels and national brands.
Major Players
Walmart
Target
Kmart
22. Specialty Stores
Narrow variety but deep assortment
High level of service
Target specific market segments
Victoria’s Secret
Levi’s
Apple
Polo/Ralph Lauren
23. Drug Stores
Specialty stores that concentrate on
health and personal grooming
merchandise.
Prescription pharmaceuticals represent
almost 70% of sales.
Walgreens
CVS
Rite Aid
24. Category Specialists
Big-box store that offers a narrow variety
but deep assortment .
Often called “category killers”
They can use their buying power to
negotiate lower prices, excellent
terms, and assured supply when items
are scarce.
26. Home Improvement Centers
Combines the traditional hardware store
and lumberyard.
Focuses on providing material and
information.
Merchandise is displayed in a
warehouse atmosphere.
Salespeople are available to assist
customers in seeking merchandise and
to tell them how to use it.
27. Extreme-Value Retailers
Small discount stores
Limited merchandise assortment
Very low prices
Target market low-income consumers
Dollar General
Family Dollar
Dollar Tree
28. Off-Price Retailers
Inconsistent assortment of brand
name, fashion-oriented soft goods at low
prices.
Typically, merchandise is purchased at
one-fifth to one-fourth of the original
wholesale price.
29. Services Retailing
Sell services rather than products
Important differences
Intangibility
Simultaneous Production and Delivery
Perishability
Inconsistency of the Offerings
31. Types of Ownership
Another way to classify retailers is by
their ownership.
Independent, Single-Store Establishment
Corporate Chains
Franchises
32. Independent, single-store
establishments
Many retail start-ups are owner-
managed
Direct contact with customers
Not bound by bureaucracies inherent in
large retail organizations
Very flexible
React quickly to customer needs and market
changes
33. Corporate Retail Chain
Operates multiple retail units under
common ownership.
Centralized decision making for defining
and implementing strategy.
May be two stores or many thousand
stores.
34. Franchising
Contractual agreement between a
franchiser and a franchisee that allows
the franchisee to operate a retail outlet
using a name and format developed and
supported by the franchiser.
More than 40 percent of all U.S. retail
sales are made by franchisees.
35. Franchising
Franchisees are motivated to make their
store successful because they receive
the profits after the royalty is paid.
The franchiser is motivated to develop
new products and systems to promote
the franchise because it receives a
royalty on all sales.