Final Exam Review

Chapters 9, 11, 16, 17, 18 & 19

Chapter 9 (5 ques)

Gaining competitive advantage through human resource management

Designing the organizational structure for a retail firm

Retail organization design issues

Motivating retail employees

Building employee commitment

Trends in retail human resource management

Chapter 11(5 ques)

The CRM process

Collecting customer data

Analyzing customer data and identifying target customers

Converting good customers into best customers

Implementing CRM programs

Chapter 16(5 ques)

Using communication programs to develop brands and build customer loyalty

Methods of communicating with customers

Planning the retail communication process

Chapter 17(8 ques)

Socializing and training new store employees

Motivating and managing store employees

Evaluating store employees and providing feedback

Compensating and rewarding store employees

Controlling costs

Reducing inventory loss

Chapter 18 (11 ques)

Objectives of a good store design

Store layout

Space planning

Merchandise presentation techniques

Atmospherics

Chapter 19 (6 ques)

Strategic advantage through customer service

Customer evaluation of service quality

The gaps model for improving retail quality

Knowing what customers want: The knowledge gap

Setting service standards: The standards gap

Service recovery