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Contents

  1. Introduction

  2. Chapter 1: Introduction to Retailing & Management Basics

    1. Why It Matters: Introduction to Retailing

    2. Introduction to Retailing

    3. The Evolution of Retail

    4. Careers in Retail Management

    5. Stategic Planning in Retail Management

    6. Putting It Together: Introduction to Retailing

  3. Chapter 2: Marketing and Customer Value

    1. Why it Matters: Introduction to Marketing

    2. Marketing and the Marketing Process

    3. The Marketing Mix and the 4Ps of Marketing

    4. Factors Comprising the Marketing Environment

    5. The Evolution of the Marketing Concept

    6. Determining Consumer Needs and Wants

    7. Customer Relationship Management (CRM)

    8. Ethical Marketing

    9. Chapter Summary

  4. Chapter 3: Retail Environment Analysis

    1. Why It Matters: Retail Environmental Analysis

    2. Structural Organization of Retailers

    3. Service and Merchandise Retailers

    4. Obtaining Information on Competition

  5. Chapter 4 : Trade-Area Analysis and Site Selection

    1. Why It Matters: Trade-Area Analysis and Site Selection

    2. Selecting a Store Location

    3. Analyzing Retail Trading Area

    4. Common Lease Types

    5. Putting It Together: Trade-Area Analysis and Site Selection

  6. Chapter 5: Identifying and Understanding Customer Behavior

    1. Why It Matters: Identifying and Understanding Customer Behavior

    2. The Consumer Decision-Making Process

    3. Conflicting Needs of Customers

    4. Information Used in Buying Decisions

    5. Multi-attribute Model

    6. Increasing Sales with Problem Solving

    7. Target Markets

    8. Describing Customers & Meeting the Needs of Specific Groups

    9. Target Market Strategies

    10. Putting It Together: Identifying and Understanding Customer Behavior

  7. Chapter 6: Retail Operations: Managing the Store

    1. Why It Matters: Retail Operations and Managing the Store

    2. Screening Prospective Employees

    3. Interviewing Prospective Employees

    4. Training New Employees

    5. Employees Evaluations and Feedback

    6. Rewards and Compensation Plans

    7. Strong Leader Qualities

    8. Employee Scheduling

    9. Store Maintenance

    10. Reducing Inventory Shrinkage

    11. Putting It Together: Retail Operations and Managing the Store

  8. Chapter 7: Retail Human Resources

    1. Introduction to Organizational Patterns of a Retail Business

    2. Organizational Structure and Employee Tasks

    3. Retailer Structures

    4. Divisions of a Retail Business

    5. Human Resource Management

    6. Steps of Human Resource Management

    7. Challenges in Human Resource Management

    8. Recruiting Talent

    9. Developing Star Employees

    10. Motivating Employees

    11. Diverse and Inclusive Workforce

    12. Legal Issues in Human Resource Mangement

    13. Equal Employment Opportunity Law

    14. Employee Health and Safety Laws

    15. Sexual Harassment Laws

    16. Web Retailing Laws

    17. Putting It Together: Retail Human Resources

  9. Chapter 8: Information Systems in Retail and CRM Software

    1. Why It Matters: Information Systems in Retail and CRM Software

    2. Methods to Gather Information

    3. Supply Chain Management

    4. Shopping Data Collection

    5. Analyzing the Customer Database

    6. Putting It Together: Information Systems in Retail and CRM Software

  10. Chapter 9: Financial Strategies in Retail

    1. Why It Matters: Financial Strategies in Retail

    2. Introduction to Financial Plans

    3. Sales, Costs, and Expenses

    4. Introduction to Balance Sheets

    5. Introduction to Budgeting and Cash Flow

    6. Putting It Together: Financial Strategies in Retail

  11. Chapter 10: Merchandise Management

    1. Why It Matters: Merchandise Management

    2. Merchandise Management

    3. The Merchandise Planning Process

    4. Brand Selection

    5. Putting It Together: Merchandise Management

  12. Chapter 11: Retail Image: Layout and Visual Merchandising

    1. Why It Matters: Retail Image: Layout and Visual Merchandising

    2. Store Design and the Shopping Experience

    3. Store Layout

    4. Creating Rewarding Shopping Experiences

    5. Introduction to Atmosphere in Web Retailing

    6. Retail Websites

    7. Putting It Together: Retail Image: Layout and Visual Merchandising

  13. Chapter 12: Retail Pricing and Sales Strategies

    1. Why It Matters: Retail Pricing and Sales Strategies

    2. Pricing in Retail

    3. Pricing Objectives

    4. Product Pricing Methods

    5. Pricing Techniques

    6. Putting It Together: Retail Pricing and Sales Strategies

  14. Chapter 13: Integrated Marketing Communications and Promotions

    1. Why It Matters: Integrated Marketing Communications and Promotions

    2. Understanding Integrated Marketing Communications & Promotion

    3. Communication Programs

    4. Developing the IMC Mix

    5. Putting It Together: Integrated Marketing Communications and Promotions