Case Synopsis, Uses, Discussion Questions, and Answers
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CASE 6 – Staples, Inc.
Synopsis: Staples operates in the highly competitive office products market. The office supply
category specialists, including Staples and Office Depot/OfficeMax, dramatically
changed the landscape of the office supply industry. Warehouse clubs, supermarkets, and
Uses:
Chapter 3 Multichannel and Omnichannel Retailing
Chapter 17 Customer Service
Discussion Questions
1. Assess the extent to which Staples has developed a successful multichannel strategy.
What factors have contributed to its success?
Staples faces several challenges in integrating its channels of distribution, though, most of which are
related to its Internet channel. First, it must consider the extent to which the Internet may
2. What are the advantages and disadvantages of using kiosks as a part of its approach?
Students must evaluate both the pros and -store kiosks.
In-store kiosks offer customers more SKU options than the retail store carries and eliminate the
Case Synopsis, Uses, Discussion Questions, and Answers
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3. How should Staples assess which SKUs to keep in its stores versus on the Internet?
The typical Staples retail store maintains approximately 8,000 stockkeeping units (SKUs), but
4. How do the Staples Copy and Print centers differentiate it from the competition?
The Copy and Print centers allow Staples to offer value-added services. These centers enable