Chapters 12-18
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| Channel Conflict | Arises when one channel member believes another channel member is engaged in behavior that prevents it from achieving its goals.
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| Customer Service | The ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience.
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| Disintermediation | Channel conflict arises when a channel member bypasses another member and sells or buys products direct
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| Dual Distribution | An arrangement whereby a firm reaches different buyers by employing to or more different types of channels for the same basic product
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| Exclusive Distribution | A level of distribution density whereby only one retailer in a specific geographical area carries a firm's products
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| Intensive Distribution | A level of distribution density whereby a firm tries to place its products and services in as many outlets as possible
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| Logistics | Those activities that focus on getting the right amount of the right products to the right place at the right time at the lowest possible cost
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| Marketing Channel | Consists of individuals and firms involved in the process of making a product or service available for use or consumption by consumers or industrial users
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| Multichannel Marketing | The blending of different communication and delivery channels that are mutually reinforcing in attracting, retaining, and building relationships with consumers who shop and buy in traditional intermediaries and online
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| Reverse Logistics | A process of reclaiming recyclable and reusable materials, returns, and reworks from the point of consumption or use for repair, remanufacturing, redistribution, or disposal
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| Selective Distribution | A level of distribution density whereby a firm selects a few retailers in a specific geographical area to carry its products
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| Supply Chain | The various firm involved in performing the activities required to create and deliver a product or service to consumers or industrial users
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| Total Logistics Cost | Expenses associated with transportation, materials handling and warehousing, inventory, stockouts (being out of inventory), order processing, and return products handling
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| Vendor-Managed Inventory (VMI) | An inventory-management system whereby the supplier determines the product amount and assortment a customer (such as a retailer) needs and automatically delivers the appropriate items
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| Vertical Marketing Systems | Professionally managed and centrally coordinated marketing channels designed to achieve channel economies and maximum marketing impact.
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| Brokers | Independent firms or individuals whose principal function is to bring buying and sellers together to make sales
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| Category Management | An approach to managing the assortment of merchandise in which a manager is assigned the responsibility for selecting all products that consumers in a market segment might view as substitutes for each other, with the objective of maximizing sales and prof
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| Manufacturer's Agents | Agents who work for several producers and carry noncompetitive, complementary merchandise in an exclusive territory
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| Merchant Wholesalers | Independently owned firms that take title to the merchandise they handle
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| Multichannel Retailers | Retailers that utilize and integrate a combination of traditional store formats and nonstore formats such as catalogs, television home shopping, and online retailing.
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| Retail life Cycle | The process of growth and decline that retail outlets, like products, experience. Consists of the early growth, accelerated development, maturity, and decline stages
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| Retailing | All activities involved in selling, renting, and providing products and services to ultimate consumers for personal, family,
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| Retailing Mix | The activities related to managing the store and the merchandise in the store, which includes retail pricing, store location, retail communication, and merchandise
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| Scrambled Merchandising | Offering several unrelated product lines from a single store.
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| Shopper Marketing | The use of displays, coupons, product samples, and other brand communications to influence shopping behavior in a store
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| Telemarketing | Using the telephone to interact with and sell directly to consumers
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| Wheel of Retailing | A concept that describes how new forms of retail outlets enter the market
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| Advertising | Any paid form of nonpersonal communication about an organization, produce, service, or idea by an identified sponsor
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| Communication | The process of conveying a message to other that requires six elements: A SOURCE, A MESSAGE, A CHANNEL OF COMMUNICATION, A RECEIVER, AND THE PROCESSES OF ENCODING AND DECODING
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| Direct Marketing | A promotion alternative that uses direct communication with consumers to generate a response in the form of an order, a request for further information, or a visit to a retail outlet.
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| Direct Orders | The result of direct marketing offers that contain all the information necessary for a prospective buyer to make a decision to purchase and complete the transaction.
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| Hierarchy of Effects | The sequence of stages a prospective buyer goes through from initial awareness of a product to eventual action. The stages include: AWARENESS, INTEREST, EVALUATION, and ADOPTION
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| Ingegrated Marketing Communications (IMC) | The concept of designing marketing communications programs that coordinate all promotional activities -- advertising, personal selling, sales promotion, public relations, and direct marketing -- to provide a consistent message across all audiences
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| Lead Generation | The result of a direct marketing offer designed to generate interest in a product or service and a request for additional information.
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| Personal Selling | The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision
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| Promotional Mix | The combination of of one or more communication tools used to: (1) inform prospective buyers about the benefits (2) persuade them to try it (3) remind them later about the benefits they enjoyed
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| Public Relations | A form of communication management that seks to influence the feelings, opinions, or beliefs held by customers, prospective customers, stockholders, suppliers, employees, and other publics about a company and its products or services
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| Publicity | A nonpersonal, indirectly paid presentation of an organization, product, or service
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| Pull Strategy | Directing the promotional mix at ultimate consumers to encourage them to ask the retailer for a product
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| Push Strategy | Directing the promotional mix to channel members to gain their cooperation in ordering and stocking the product.
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| Sales Promotion | A short-term inducement of value offered to arouse interest in buying a product of service
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| Traffic Generation | The outcome of a direct marketing offer designed to motivate people to visit a business.
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| Advertising | Any paid form of nonpersonal communication about an organization, product, service, or idea by an identified sponsor
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| Consumer-oriented sales promotions | Sales tools used to support a company's advertising and personal selling directed to ultimate consumers
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| Cooperative Advertising | Advertising programs by which a manufacturer pays a percentage of the reatiler's local advertising expense for advertising the manufacturer's products
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| Infomercials | Program length (30 minute) advertisements that take an educational approach to communication with potential customers
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| Institutional Advertisements | Advertisements designed to build goodwill or an image for an organization rather than promote a specific product or service
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| Posttests | Tests conducted after an advertisement has been shown to the target audience to determine whether it accomplished its intended purpose
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| Pretests | Tests conducted before an advertisement is placed in any medium to determine whether it communicates the intended message or to select among alternative versions of the advertisement
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| Product Advertisements | Advertisements that focus on selling a product or service and which take three forms: (1) pioneering (or informational) (2) competitive (persuasive) (3) reminder
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| Product Placement | A consumer sales promotion tool that uses a brand-name product in a movie, television show, video game, or a commercial for another product
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| Publicity Tools | Methods of obtaining nonpersonal presentation of an organization product, or service without direct cost, such as new releases, news conferences, and public service announcements
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| Trade-oriented sales promotions | Sales tools used to support a company's advertising and personal selling directed to wholesalers, distributors, or retailers
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| Apps | Small, downloadable software programs that can run on smartphones and tablet devices
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| Blog | A contraction of 'web log' is a web page that serves as a publicly accessible personal journal and online forum for an individual or organization
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| A website where users may create a personal profile, add other users as friends, and exchange comments, photos, videos, and 'likes' with them
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| A business oriented website that lets users post their professional profiles to connect to a network of business people, who are also called connections
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| Social Media | Online media where users submit comments, photos, and videos -- often accompanied by a feedback process to identify 'popular' topics
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| A website that enables users to send and receive 'tweets', messages up to 140 characters long
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| User Generated Content (UGC) | The various forms of online media content that are publicly available and created by end users
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| YouTube | A video-sharing website in which users can upload, view, and comment on videos
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| Account Management Policies | Specifies who salespeople should contact, wht kinds of selling and customer service activities should be engaged in, and how these activities should be carried out
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| Adaptive Selling | A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask or more information
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| Consultative Selling | A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution
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| Major Account Management | The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships
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| Order Getter | Sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on consumers use of a product or servce
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| Order Taker | Processes routine orders or reorders for products that were already sold by the company
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| Personal Selling | The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision
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| Personal Selling Process | Sales activities occurring before, during, and after the sale itself, consisting of six stages: (1) PROSPECTING (2) PREAPPROACH (3) APPROACH (4) PRESENTATION (5) CLOSE (6) FOLLOW UP
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| Relationship Selling | The practice of building ties to customers based on salesperson's attention and commitment to customer needs over time
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| Sales Management | Planning the selling program and implementing and evaluating the personal selling effort of the firm
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| Sales Plan | A statement describing what is to be achieved and where and how the selling effort of salespeople is to be destroyed
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| Sales Quota | Specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period
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| Salesforce Automation (SFA) | The use of computer, information, communication, and Internet technologies to make the sales function more effective and efficient
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