Exam 20: Integrating and Controlling the Retail Strategy

Discuss the relevance of incorporating the American Customer Satisfaction Index (ACSI)as part of a large retailer's overall planning process.

Which statement concerning the American Customer Satisfaction Index (ACSI)is not correct?

A company department manager is a(n)________.

Retail audits generally resemble experimental designs.

Which is not a component of SERVQUAL?

A retailer requires that an auditor have the greatest level of objectivity due to possible litigation involving wrong termination of an employee.Which type of auditor should be used?

Sales per square foot and gross margin per square foot are examples of ________.

In general,an outside retail auditor is most appropriate when the objectivity of company-based personnel is not of vital concern.

The opposite of a consumerism-based strategy is a retail strategy based on ________.

Morale of staff is generally improved by the use of ________ planning.

The occurrence of an optimistic,pessimistic,and most likely event is part of ________.

The retail audit is an example of which stage of the retail planning process?

A horizontal retail audit ________.

The use of low,moderate,and high interest rates as variables in a retail plan for a major appliance retailer illustrates ________.

A sales opportunity grid can be used in conjunction with category management.

Which of the following is not a fundamental factor in developing and implementing an integrated retail strategy?

Which planning process is most participative?

To be successful,strategy planning should be ________.

Major advantages in the use of outside auditors are objectivity and lack of time pressures.

A nondisguised audit is most appropriate in determining customer-service levels.