87) Internet buyers are sometimes surprised to see online retailers using information about their
past purchases to customize promotions targeted to them the next time they visit the retailer’s
website. The retailer is using the information to
A) comply with Homeland Security requirements.
B) shift from a general merchandise retailer to a private-label retailer.
C) increase the share of wallet from their best customers.
D) create traffic in their brick-and-mortar stores.
E) reward customer loyalty.
88) Omnichannel retailers use consumer information collected from the customers’ Internet
browsing and buying behavior to send dedicated e-mails to customers promoting specific
products or services in an effort to
A) slay the category killers.
B) compete with off-price retailers.
C) drive their supply chain.
D) increase their share of wallet.
E) combat the inroads made by big-box specialty retailers.
89) Jordan directs her salespeople to increase the company’s share of wallet. Jordan is directing
her salespeople to
A) focus on increasing sales to their best customers.
B) focus on male consumers, and not female consumers.
C) sell more store brands and fewer private-label products.
D) become omnichannel salespeople.
E) expand retailing elasticity.
90) For retailers, when making decisions regarding place, a key ingredient to success is
A) product placement promotion.
B) convenient locations.
C) private-label merchandise.
D) off-price placement.
E) customer relationship management.
91) As the old cliché claims, the three most important things in retailing are
A) size, location, and convenience.
B) price, promotion, and place.
C) location, location, location.
D) price, price, price.
E) before, during, and after the sale.
92) Because many consumers choose stores based on proximity to their workplaces or homes,
great locations are
A) difficult to define.
B) more important than great products.
C) always situated near supply chain members.
D) a competitive advantage that few rivals can duplicate.
E) almost always locations next to big-box discounters.
93) While it is relatively easy to offer customers Internet options like a FAQ page and an e-mail
address to answer questions, some companies are using an interactive approach to address
customers’ questions while they are visiting the websites. These firms are using ________ to
provide the customer with enhanced customer service.
A) vendor-managed inventory
B) web videos
C) online chats
D) EDI
E) online games
94) Andy purchased a number of books from Amazon.com, and he learned to trust the
recommendations made to him. More than once he was pleasantly surprised at the books and
authors he discovered this way. In this case, Amazon.com was creating value for Andy through
A) repeat business.
B) rapid delivery.
C) expanded market presence.
D) personalized offerings.
E) interactive offerings.
95) Mira purchased some eyeliner from an Internet-based beauty supply house, and now she
often receives online recommendations for other products from the same cosmetics line. These
recommendations were probably the result of
A) the purchases she had made.
B) purchases other customers had made that day.
C) manufacturer clearances and overruns.
D) products she may have returned to the company.
E) items the retailer no longer carries.
96) ________ is the term used to describe the situation when retailers use some combination of
stores, catalogs, and the Internet to sell merchandise.
A) Vertical channel integration
B) Cross-channel leverage
C) Horizontal channel integration
D) Omnichannel retailing
E) Opportunistic retailing
97) One of the greatest constraints faced by store-based retailers—and one that the Internet
channel can address—is
A) price competition.
B) the amount of merchandise that can be carried in a physical store.
C) competition from other retailers.
D) common zoning restrictions limiting the kinds of merchandise that can be offered for sale.
E) interactive customer service.
98) In which of the following categories would a dry cleaning business be placed?
A) services retailer
B) specialty store
C) category killer
D) superstore
E) discount store
99) When a company offers consumers the ability to make purchases via a smartphone, this is
known as
A) M-commerce.
B) smart retailing.
C) cell selling.
D) P-commerce.
E) channel expansion.
100) Chandra owns a pet sitting service. She recently paid a web developer to build a special
version of his company website for use on smartphones. Customers will now be able to easily
place orders for pet sitting on their cell phones. This is an example of
A) M-commerce.
B) smart retailing.
C) cell selling.
D) P-commerce.
E) channel expansion.
101) Johan owns an oil-change business called Oil Only. He changes oil in cars—and that is all
he does. What kind of retail business is this?
A) services retailer
B) specialty store
C) category specialist
D) extreme value retailer
E) off-price retailer
102) Jenna has a large family and likes to stock up on large packs of basics like toilet paper,
paper towels, and large bottles of condiments like ketchup. Jenna would most likely prefer to
shop for these items at a(n)
A) convenience store.
B) off-price retailer.
C) specialty store.
D) warehouse club.
E) category killer.
103) Bertone’s Office Supplies has decided to branch out from its existing stores. It plans to start
sending out a catalog, and also to sell its products online. Bertone’s is adopting
A) an omnichannel strategy.
B) exclusive distribution.
C) selective distribution.
D) an extreme value strategy.
E) a service retailing philosophy.
104) Bertone’s Office Supplies has large stores resembling warehouse environments, with racks
stocked from floor to ceiling with different types of office supplies. Its assortment of office
supplies is the largest in town, and its prices are low. Bertone’s is a(n)
A) warehouse club.
B) extreme-value retailer.
C) off-price retailer.
D) full-line discount retailer.
E) category specialist.
105) Carol’s Studio, located in a shopping mall, offers Zumba dance classes for all ages. Carol’s
Studio is known as a(n)
A) service retailer.
B) category specialist.
C) specialty store.
D) outlet studio.
E) small-box specialist.
106) Which type of store is small and offers a limited merchandise assortment at very low
prices?
A) specialty stores
B) extreme-value retailers
C) outlet stores
D) limited assortment supermarkets
E) convenience stores
107) Coca-Cola wants its product available everywhere—grocery stores, convenience stores,
restaurants, and vending machines. The more exposure the products get, the more they sell. The
company is employing a (an) ________ strategy.
A) intensive distribution
B) exclusive distribution
C) selective distribution
D) surplus distribution
E) contractual distribution
108) Sophia could not afford expensive furnishings, but wanted a stylish home. After researching
many options, she went to a local Target to purchase the trendy lamps, pillows, and art featured
on its ads and website. As a consumer, which retailing challenge was Sophia likely responding
to?
A) integrated CRM
B) brand image consistency
C) pricing consistency
D) integrated supply chain
E) efficient distribution
109) As an omnichannel retailing operation matures, as in the case of Walmart, what tends to
happen to its organizational structure?
A) separation of all operations
B) escalation of costs across all channels
C) growth of retail channel and diminishment of Internet channel
D) operational integration of all channels
E) growth of Internet channel and diminishment of retail channel
110) In omnichannel retailing, what visible element must often be adjusted because of
competition faced in different channels?
A) supply chain
B) return policies
C) pricing
D) distribution
E) place