Flexible element of a retailer's strategy mix is. A merchandise assortment
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Chapter 13 1) A retailer can list all of its operations to be performed, its characteristics, and its timing in a(n) ________. A) prototype arrangement B) standardized plan C) operations blueprint D) rationalized retailing arrangement Answer: C Diff: 1 Page Ref: 356 Skill: Terminology/Concept 2) Which of the following is not an advantage of an operations blueprint? A) The operations blueprint standardizes activities. B) The operations blueprint helps evaluate personnel needs. C) The operations blueprint determines space needs. D) The operations blueprint isolates weak or failure-prone operations components. Answer: C Diff: 2 Page Ref: 356 Skill: Terminology/Concept 3) Uniform construction, layout, and operations standards are used in ________. A) everyday inventory planning C) crisis management D) scrambled merchandising Answer: B Diff: 1 Page Ref: 358 Skill: Terminology/Concept 4) Which of these is not a benefit of using prototype stores? A) The stores use custom buildings for each city and town. B) The stores enable a retailer to take advantage of quantity discounts for fixtures and other materials. C) The stores ease the employee interchange among branches. D) The stores help portray a consistent image among franchise and chain store units. Answer: A Diff: 2 Page Ref: 358 Skill: Terminology/Concept 5) Rationalized retailing is often used in conjunction with ________. A) micro-merchandising B) prototype stores C) a top-down space management approach D) a bottom-up space management approach Answer: B Diff: 1 Page Ref: 358 Skill: Terminology/Concept 6) A characteristic of rationalized retailing programs is the ________. A) encouragement of manufacturers to finance inventories B) use of low-cost rental locations C) use of used equipment and fixtures D) high degree of centralized management control Answer: D Diff: 1 Page Ref: 358 Skill: Terminology/Concept 7) Rigid control and standardization for each phase of business characterize ________. A) mass merchandising B) rationalized retailing C) positioned retailing D) risk-minimization retailing Answer: B Diff: 2 Page Ref: 358 Skill: Terminology/Concept 8) Which of these is not a characteristic of a rationalized retailing strategy? A) the use of prototype stores B) the use of rigorous operating procedures for every phase of the business C) decentralized management D) a common store layout to all store units Answer: C Diff: 2 Page Ref: 358 Skill: Terminology/Concept 9) With the top-down space management approach, a retailer starts with ________. A) total available store space B) the space requirements for specific products C) central management dictates D) a prototype store's plans Answer: A Diff: 1 Page Ref: 359 Skill: Terminology/Concept 10) The need for store personnel in a season, week, day, and time period is ascertained through ________. A) job standardization B) workload forecasts C) cross-training D) time-based performance adjustments Answer: B Diff: 1 Page Ref: 360 Skill: Terminology/Concept 11) The tasks of personnel with similar positions in different departments are kept rather uniform with ________. A) job standardization B) rationalized retailing C) risk-minimization retailing D) management-by-objectives Answer: A Diff: 1 Page Ref: 360 Skill: Terminology/Concept 12) With cross-training, personnel ________. A) are trained to sell in self-service facilities B) have clear performance standards C) learn tasks associated with more than one job D) are encouraged to engage in long-term employment in the firm Answer: C Diff: 1 Page Ref: 360 Skill: Terminology/Concept 13) Which of these is a not a major advantage of cross-training? A) the ability to shift employees during peak sales periods B) lower employee boredom C) lower overall staffing needs during peak sales periods D) lower overall personnel training costs Answer: D Diff: 2 Page Ref: 360 Skill: Terminology/Concept 14) Through ________, an employee can be easily shifted from stockperson to cashier as the need arises. A) cross-training B) rationalized retailing C) risk-minimization retailing D) job standardization Answer: A Diff: 1 Page Ref: 360 Skill: Terminology/Concept 15) The use of in-store displays and the sale of well-known national brands can effectively reduce selling costs through use of ________. A) self-service facilities B) just-in-time (JIT) inventory management C) vertical merchandising D) prototype stores Answer: A Diff: 1 Page Ref: 361 Skill: Terminology/Concept 16) Supermarkets and full-line discount stores have effectively reduced personnel costs through the use of ________. A) self-service facilities B) prototype stores C) vertical merchandising D) just-in-time inventory management Answer: A Diff: 1 Page Ref: 361 Skill: Terminology/Concept 17) All of the activities involved in managing the retailer's physical facilities comprise ________. A) merchandising B) operations management C) energy management D) store maintenance Answer: D Diff: 1 Page Ref: 361 Skill: Terminology/Concept 18) Which statement about energy management is not correct? A) A retailer can reduce energy costs through adjusting a store's interior temperatures during nonselling hours. B) The substitution of traditional bulbs with high-energy bulbs and fluorescent ballasts can significantly reduce energy costs for lighting. C) The potential savings to a retailer with an effective energy management program are quite low. D) Computerized systems with centralized controls that enable a retailer to control lighting, heat, and air-conditioning in each store from a single office can reduce heating, air-conditioning, and ventilating costs. Answer: C Diff: 2 Page Ref: 362 Skill: Terminology/Concept 19) A retailer seeks to acquire and maintain a proper assortment of merchandise while ensuring that operations are efficient and effective in ________. A) retail operations B) just-in-time (JIT) inventory planning C) store maintenance D) inventory management Answer: D Diff: 1 Page Ref: 363 Skill: Terminology/Concept 20) Ordering costs, holding costs, and loss in profits due to stockouts are effectively controlled in ________. A) prototype stores B) incremental budgeting C) zero-based budgeting D) inventory management Answer: D Diff: 2 Page Ref: 363 Skill: Terminology/Concept 21) Store security relates to two issues: ________ and ________. A) inventory security; cash security B) employee security; manager security C) personal security; merchandise security D) employee security; customer security Answer: C Diff: 1 Page Ref: 364 Skill: Terminology/Concept 22) What type of insurance protects retailers from claims due to customers falling due to a wet floor or loose carpeting? A) directors' liability B) workers' compensation C) public liability D) product liability Answer: C Diff: 2 Page Ref: 365 Skill: Terminology/Concept 23) Credit-card fees paid by retailers average from ________ percent to ________ percent of sales. A) 1.5; 5 B) 2.5; 3.5 C) 3.5; 5 D) 5; 6 Answer: A Diff: 1 Page Ref: 365 Skill: Terminology/Concept 24) In a debit card system, the ________. A) retailer still has the risk of customer nonpayment B) purchase price is immediately deducted from a consumer's bank account and then entered into the retailer's account C) customer can either pay the full amount due immediately or defer payment D) customer is not billed until his or her billing cycle date Answer: B Diff: 1 Page Ref: 356 Skill: Terminology/Concept 25) A significant advantage to a consumer of a credit card system in comparison to a debit card system is ________. A) the delayed payment benefit B) tightened privacy C) higher security D) lower cost Answer: A Diff: 2 Page Ref: 356 Skill: Terminology/Concept 26) Computerized checkouts are generally used in conjunction with ________. A) electronic article surveillance B) quick response inventory management C) logistics systems D) Universal Product Code-based systems Answer: D Diff: 1 Page Ref: 367-368 Skill: Terminology/Concept 27) Which statement concerning computerized checkouts is not correct? A) Computerized checkouts instantly record and display sales. B) Computerized checkouts cannot store inventory data. C) Computerized checkouts can reduce transaction time. D) Computerized checkouts can reduce the need for item pricing. Answer: B Diff: 2 Page Ref: 367-368 Skill: Terminology/Concept 28) Which statement concerning electronic point-of-sale systems is not correct? A) Electronic point-of-sale systems perform all of the tasks of a computerized checkout. B) Electronic point-of-sale systems can verify check and charge transactions. C) Electronic point-of-sale systems are always integrated with a retailer's in-store or headquarters computer. D) Electronic point-of-sale systems can provide instantaneous sales reports. Answer: C Diff: 2 Page Ref: 368 Skill: Terminology/Concept 29) A major advantage associated with self-scanning to a retailer is ________. A) the ability to do away with all cashiers B) lower pilferage losses C) increased control over alcohol and tobacco sales D) lower labor costs Answer: D Diff: 1 Page Ref: 369 Skill: Terminology/Concept 30) Which system increases employee productivity for supermarkets? A) debit-card system B) self-scanning C) outsourcing D) data-base management Answer: B Diff: 2 Page Ref: 369 Skill: Terminology/Concept 31) A retailer has an outside party to undertake one or more of its operating functions in ________. A) outsourcing B) benchmarking D) scenario analysis Answer: A Diff: 1 Page Ref: 369 Skill: Terminology/Concept 32) A Web-based retailer has decided to have a logistics firm handle packing, handling, and shipping responsibilities. This illustrates ________. A) outsourcing B) benchmarking C) re-engineering D) scenario analysis Answer: A Diff: 1 Page Ref: 369 Skill: Terminology/Concept 33) The use of a third-party firm handling a retailer's payroll illustrates ________. A) outsourcing. B) electronic article surveillance C) self-scanning. D) crisis management. Answer: A Diff: 1 Page Ref: 369 Skill: Terminology/Concept 34) Contingency plans are an important component of ________. A) operations management B) crisis management C) control activities D) feedback Answer: B Diff: 2 Page Ref: 370 Skill: Terminology/Concept 35) Planning for contingencies such as strikes, earthquakes, and lack of electricity is part of ________. A) insurance coverage B) crisis management C) reinsurance D) productivity management Answer: B Diff: 1 Page Ref: 370 Skill: Terminology/Concept 36) A listing and sequencing of interrelated tasks that must be performed by several retail personnel to assure that a retail service is efficiently and effectively performed is an important part of a(n) ________. A) operations blueprint B) workload forecast C) job standardization analysis D) cross-training analysis Answer: A Diff: 2 Page Ref: 356 Skill: Applied/Comprehensive/Integrative 37) Based upon an analysis of selected retail tasks that need to be performed in a given time period, a retailer decided to rely on self-service. This illustrates the effective use of a(n) ________. A) workload forecast B) operations blueprint C) job standardization analysis D) cross-training analysis Answer: B Diff: 2 Page Ref: 356 Skill: Applied/Comprehensive/Integrative 38) The standardization of retail operations is often associated with the use of ________. A) participatory management B) unionization by employees C) decentralized decision making D) prototype stores Answer: D Diff: 1 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 39) The use of prototype stores is commonly associated with ________. A) independent retailers B) leased departments C) chain retailers D) retail cooperatives Answer: C Diff: 1 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 40) A major difficulty with the use of prototype stores is the ________. A) inconsistent store image B) higher purchase costs for fixtures C) inflexibility in dealing with special site characteristics D) difficulty in applying standardized operating cost controls to different locations Answer: C Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 41) Rationalized retailing is often conducted in conjunction with ________. A) micro-merchandising B) electronic data interchange (EDI) C) decentralized management D) prototype stores Answer: D Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 42) Centralized decision making is generally associated with ________. A) micro-merchandising B) risk-maximization retailing C) rationalized retailing D) category management Answer: C Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 43) A major advantage to the use of rationalized retailing programs is the ________. A) low investment B) ease of expanding the number of retail facilities C) appeal to a well-defined market target D) spreading of risk due to diversification Answer: B Diff: 1 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 44) A significant disadvantage to the use of rationalized retailing is the ________. A) high operating costs associated with standardization B) poor possible fit with consumer preferences in all geographic markets C) loss of quantity discounts through volume purchasing D) need for more personnel due to decentralized decisions Answer: B Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 45) The opposite strategy to rationalized retailing is ________. A) micro-merchandising B) centralized management C) risk-minimization retailing D) category management Answer: A Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 46) A characteristic associated with the bottom-up space management approach is ________. A) retail space costs may be high B) the total space available may be less than that required by the plan C) planning is centralized D) that the needs of scrambled merchandising may not be met Answer: B Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 47) Which of the following does not contribute to the difficulty in planning personnel utilization in retailing? A) high employee turnover B) self-service merchandising C) inflexibility due to union issues D) large shifts in demand due to seasonality Answer: B Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 48) The opposite of extreme employee specialization is ________. A) cross-training B) self-service merchandising C) job standardization D) automation Answer: A Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 49) The cross-training of employees is particularly beneficial when a retailer ________. A) has extreme seasonality B) is open for short hours C) is open for long hours D) has loyal part-time workers Answer: A Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 50) Poor morale and boredom caused by extreme specialization can be overcome by ________. A) rationalized retailing B) the use of prototype stores C) job specialization D) cross-training Answer: D Diff: 1 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 51) A retailer with high seasonality can best reduce its labor costs in the peak season through ________. A) job standardization B) carefully screening employees C) developing employee performance standards D) cross-training and developing self-service options for consumers Answer: D Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 52) The most appropriate financial performance standard for a department store retail buyer is ________. A) customer satisfaction B) total unit sales C) total dollar gross profit in a department D) total dollar sales Answer: C Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 53) A retailer can encourage long-term employment by ________. A) using job standardization B) utilizing self-service facilities C) adhering to a promotion-from-within philosophy D) developing clear employee performance standards Answer: C Diff: 2 Page Ref: 361 Skill: Applied/Comprehensive/Integrative 54) A firm organizes its store maintenance operations on the basis of location. Which method of classifying jobs does the firm use? A) product classification B) functional classification C) geographic classification D) combination organization client Answer: C Diff: 2 Page Ref: 361-362 Skill: Applied/Comprehensive/Integrative 55) Which of the following energy management strategies is most likely to have a negative impact on a retailer's atmosphere? A) centrally managing lighting levels by each department by time of day to better reflect outside lighting conditions B) replacing an older central air-conditioning system with a new efficient unit that requires 150 tons less capacity C) installing high efficiency fluorescent bulbs in place of incandescent light bulbs D) raising the temperature thermostat from 72 degrees in the summer to 74 degrees Answer: D Diff: 1 Page Ref: 361-362 Skill: Applied/Comprehensive/Integrative 56) A retailer can reduce its bad debt on credit sales to zero by ________. A) using third-party credit plans and debit cards B) developing and implementing a systematic credit authorization plan C) developing high fees for nonpayment D) limiting credit sales to the best credit risks Answer: A Diff: 1 Page Ref: 365-366 Skill: Applied/Comprehensive/Integrative 57) Inventory management programs can be facilitated through the use of ________. A) item analysis B) electronic article surveillance C) computerized checkouts D) electronic signature capture Answer: C Diff: 2 Page Ref: 367 Skill: Applied/Comprehensive/Integrative 58) Store security relates to both ________. A) insurance and personal security B) personal security and merchandise security C) crisis management and pilferage control D) safety management and crisis management Answer: B Diff: 1 Page Ref: 364 Skill: Applied/Comprehensive/Integrative 59) Which type of insurance most directly affects employees? A) property damage B) directors' liability C) public liability D) workers' compensation Answer: D Diff: 2 Page Ref: 365 Skill: Applied/Comprehensive/Integrative 60) Board members of public corporations can be liable for their actions that may result in the loss in value of the retailer's stock. To cover this potential loss, retailers typically provide them with ________ insurance. A) property damage B) directors' and officers' liability C) public liability D) workers' compensation Answer: B Diff: 2 Page Ref: 365 Skill: Applied/Comprehensive/Integrative 61) A retailer selling products that are potentially dangerous due to misuse or manufacturer defects should get ________ insurance. A) property damage B) public liability C) product liability D) workers' compensation Answer: C Diff: 2 Page Ref: 365 Skill: Applied/Comprehensive/Integrative 62) An advantage of a retailer's maintaining its own credit card plan is ________. A) lower bad debt loss B) economies of scale C) ease of management D) ability to be more flexible in demanding repayment Answer: D Diff: 2 Page Ref: 365-366 Skill: Applied/Comprehensive/Integrative 63) Security and privacy issues are greatest among ________. A) debit card systems B) credit card systems C) retailer-based credit cards D) bank-based credit cards Answer: D Diff: 2 Page Ref: 365-366 Skill: Applied/Comprehensive/Integrative 64) Which form of credit management system most closely resembles a check? A) retailer-based credit system B) debit management system C) Discover Card D) MasterCard Express Answer: B Diff: 2 Page Ref: 365-366 Skill: Applied/Comprehensive/Integrative 65) A retailer can reduce its bad debt on credit sales to zero through ________. A) using third-party credit plans and debit cards B) developing and implementing a systematic credit authorization plan C) developing high fees for nonpayment D) limiting credit sales to the best credit risks Answer: A Diff: 1 Page Ref: 365-366 Skill: Applied/Comprehensive/Integrative 66) A retailer is concerned about such issues as trade-offs between faster delivery times from suppliers and higher shipping costs and support from suppliers in storing merchandise. These issues concern ________. A) store security B) inventory management C) crisis management D) outsourcing Answer: B Diff: 1 Page Ref: 367 Skill: Applied/Comprehensive/Integrative 67) The major difference between computerized checkouts and electronic point-of-sale systems is that electronic point-of-sale systems ________. A) are not tied into the retailer's main computer B) do not have the capacity to print complex reports C) are not compatible with UPC scanners D) also verify, monitor, and change prices, as well as provide sales reports Answer: D Diff: 2 Page Ref: 367-368 Skill: Applied/Comprehensive/Integrative 68) Almost all electronic point-of-sale systems rely on ________. A) videoconferencing B) customer data bases C) Universal Product Codes (UPC) D) Electronic data interchange (EDI) Answer: C Diff: 2 Page Ref: 368 Skill: Applied/Comprehensive/Integrative 69) A retailer shifting from a retailer-based credit card system to a bank-based credit card system illustrates ________. A) resizing B) self-service operations C) downsizing D) outsourcing Answer: D Diff: 2 Page Ref: 369, 365-366 Skill: Applied/Comprehensive/Integrative 70) Contingency planning for no store electricity, vendors being out-of -stock on key items, and strikes need to be considered in ________. A) crisis management B) insurance planning C) expense allocation D) budget planning Answer: A Diff: 1 Page Ref: 370-371 Skill: Applied/Comprehensive/Integrative 71) Prototype stores allow each outlet to utilize standardized operating procedures, reduce construction costs, and reinforce a consistent chain image. Answer: TRUE Diff: 1 Page Ref: 35 Skill: Terminology/Concept 72) There are generally cost advantages associated with the use of prototype stores. Answer: TRUE Diff: 2 Page Ref: 358 Skill: Terminology/Concept 73) Prototype stores are commonly associated with business format franchising. Answer: TRUE Diff: 2 Page Ref: 358 Skill: Terminology/Concept 74) The top-down approach to space management involves less employee participation than the bottom-up approach to space management. Answer: FALSE Diff: 2 Page Ref: 359 Skill: Terminology/Concept 75) Generally, there are few differences in human resource management procedures and strategies in unionized versus nonunionized retailers. Answer: FALSE Diff: 1 Page Ref: 360-361 Skill: Terminology/Concept 76) Job standardization and cross-training are techniques designed to increase personnel flexibility. Answer: TRUE Diff: 2 Page Ref: 360 Skill: Terminology/Concept 77) To the extent possible, each retail employee should have clear performance standards and be accountable for attaining them. Answer: TRUE Diff: 1 Page Ref: 360 Skill: Terminology/Concept 78) The percent of cashier misrings is an example of a performance standard for a cashier. Answer: TRUE Diff: 1 Page Ref: 360 Skill: Terminology/Concept 79) A retailer can encourage long-term employment through a policy of promoting from within the firm. Answer: TRUE Diff: 1 Page Ref: 361 Skill: Terminology/Concept 80) A firm cannot improve employee productivity through self-service merchandising. Answer: FALSE Diff: 2 Page Ref: 361 Skill: Terminology/Concept 81) Productivity gains through effective retailer-based energy management programs have been quite small. Answer: FALSE Diff: 1 Page Ref: 362 Skill: Terminology/Concept 82) A retailer can increase the effectiveness of its inventory management by maintaining lower inventory levels. Answer: FALSE Diff: 2 Page Ref: 363 Skill: Terminology/Concept 83) A comprehensive store security program needs to address both personal security and merchandise security. Answer: TRUE Diff: 1 Page Ref: 364 Skill: Terminology/Concept 84) In a credit management program, a retailer generally needs to balance the ability of credit to generate additional revenues against the cost of processing credit payments (including bad debts). Answer: TRUE Diff: 1 Page Ref: 365 Skill: Terminology/Concept 85) Since all crises cannot be anticipated, it is important that a retailer establish appropriate contingency plans. Answer: TRUE Diff: 2 Page Ref: 370-371 Skill: Terminology/Concept 86) Prototype stores are often used in conjunction with micro-merchandising. Answer: FALSE Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 87) Prototype stores and rationalized retailing generally are used in association with decentralized management. Answer: FALSE Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 88) Rationalized retailing enables shoppers to more quickly locate merchandise among various units of a class. Answer: TRUE Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 89) Micro-merchandising is compatible with rationalized retailing. Answer: FALSE Diff: 2 Page Ref: 358 Skill: Applied/Comprehensive/Integrative 90) A top-down space management approach to planning is based on decentralized operations planning. Answer: FALSE Diff: 2 Page Ref: 359 Skill: Applied/Comprehensive/Integrative 91) A bottom-up space management approach is based upon participative management. Answer: TRUE Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 92) Retailers with level sales (by hour and/or day) need to be particularly concerned with planning and implementing workload forecasts and cross-training. Answer: FALSE Diff: 1 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 93) A retailer can increase employee productivity through cross-training. Answer: TRUE Diff: 2 Page Ref: 360 Skill: Applied/Comprehensive/Integrative 94) A retailer can increase the economic life of an asset through effective store maintenance. Answer: TRUE Diff: 2 Page Ref: 361-363 Skill: Applied/Comprehensive/Integrative 95) Store maintenance and energy management are synonymous concepts. Answer: FALSE Diff: 2 Page Ref: 361-363 Skill: Applied/Comprehensive/Integrative 96) One objective of an energy management system is to reduce energy costs through the purchase of efficient heating, air-conditioning, and ventilating equipment. Answer: TRUE Diff: 2 Page Ref: 361-363 Skill: Applied/Comprehensive/Integrative 97) The full cost of many energy management renovations can rarely be recouped through lower annual energy costs. Answer: FALSE Diff: 1 Page Ref: 361-363 Skill: Applied/Comprehensive/Integrative 98) Insurance companies can often reduce accident rates through a safety audit of a retailer's facilities. Answer: TRUE Diff: 2 Page Ref: 365 Skill: Applied/Comprehensive/Integrative 99) A retailer can shift credit management responsibilities to others via the use of third-party credit organizations (such as MasterCard and/or Visa) or through the use of debit cards. Answer: TRUE Diff: 2 Page Ref: 365-366 Skill: Applied/Comprehensive/Integrative 100) All crises affecting a retailer can be anticipated. Answer: FALSE Diff: 2 Page Ref: 370-371 Skill: Applied/Comprehensive/Integrative 101) Develop an operations blueprint for a car wash specializing in a one-hour "while-you-wait" inexpensive detailing of vehicles. Diff: 2 Page Ref: 356-357 102) a. Explain how the use of prototype stores can result in significant improvements in productivity. b. What are the risks that are inherent in the use of prototype stores? Diff: 1 Page Ref: 358
Diff: 1 Page Ref: 358 104) What are the advantages and disadvantages of a top-down versus a bottom-up space management program? Diff: 1 Page Ref: 359-360 105) a. Develop a workload forecast for a photo studio shop with highly variable demand. b. How should the photo studio plan to staff its operation during weekend hours when workloads peak and personnel availability is low? Diff: 2 Page Ref: 360
b. Under what conditions should cross-training be used by a retailer? Diff: 1 Page Ref: 360
Diff: 2 Page Ref: 361-362 108) Develop a personal security program for a shopping center that is open until 12:00 midnight during peak sales periods (such as Christmas). Diff: 2 Page Ref: 364 109) a. Under what circumstances should a retailer maintain its own credit card operation? b. Under what circumstances should a retailer outsource credit management to a third party? Diff: 2 Page Ref: 365-366
Diff: 1 Page Ref: 366-368 111) Describe five types of management reports that can be generated through the use of an electronic-point-of-sale system. Diff: 1 Page Ref: 368 112) a. Identify three potential contingencies for which an electronics retailer needs a crisis management plan. Explain. b. Develop a crisis management plan for one of these contingencies. Diff: 2 Page Ref: 370
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