Index
Advertising 254
Back end tasks 143
Balance sheet 338
Budget 329
Capital 332
Cash 331
Expense 331
Merchandise 330
Sales 330
Budgetary control 329
Flow 331
Payments 331
Receipts 331
Cash management 120
Cash discrepancies 121
Cash discrepancy report 122
Cash float 121
Daily sales collection 123
Petty cash 120
Cash register 116
Operating instructions 116
Precaution measures 116
Cashier 126
Responsibilities 127
Traits 128
Central Business Districts 66
Channel of distribution 5
Checking 90
Guidelines 91
Cash handling and control 123
Standards checklist 83
Circulation and control of keys 166
City shopping areas 67
Concerns of retailers 10
Conduct 150
Consumer Protection Act 276
Control 7
Convenience stores 8
Cost of goods sold 339
Credit cards 78
Culture 312
Current ratio 339
Customer 28
Dissatisfied 28
Loyal 29
Needs 31
Satisfied 29
Customer loyalty scheme 265
Customer rewards 265
Customer satisfaction 11
Customer service 36, 38, 40, 184, 187-190
Attributes 188
Features 187
Handling complaints 190
Handling enquiries 188
Objectives 187
Product knowledge 189
Quality 187
Service recovery 190
Debt-to-equity ratio 339
Definitions 49
Delivery 178
Department stores 8
Discount stores 8
Display 261
End-of-day 77
E-tailing 5
E-tailers 8
Ethical issues 272
Evaluation and selection 49
Accessibility 54
Alternatives 51
Checklist 61
Condition and age of building 57
Cost – rental, operations and maintenance cost 60
Customers 51
Parking 55
Pedestrians 52
Position in the location 59
Regulations 57
Shape and shape of unit 60
Space planning 60
Store organization 56
Types of products 50
Vehicles 53
Visibility 58
Excellent customer service 184, 192
Exchange 175
Expense control 341
Fixed 331
Variable 331
Expiry and damaged goods control 100
Monitoring expired and damaged goods 101
Fair Trading Act 276
Financial control 328
Financial management 328
Financing 329
Formats of retailing 7
Front end tasks 137
Functions of retailers 7
Future of retailing 18
Gross margin 337
Gross margin on sales 341
Guidelines for placing price tickets 95
Historical / ethnic districts 67
Hypermarkets 8
Importance 48
Location 48
Site 48
Income statement 339
Information technology 287
Benefits 287
Misconceptions 301
Interactive kiosks 299
Internet technology 295
Intranet 296
Selling and promotion 298
Setting up online shop 296
Inventory 334
Control 334
Periodic 334
Perpetual 334
Job description 322
Legal issues 273
Merchandising 274
Pricing 275
Retail selling 275
Store location 275
Store operations 275
Location and site characteristics 15
Maintaining standards 80
Maintenance 137
Avoiding / delaying markdowns 112
Early markdowns 109
How much to markdown 110
Late markdowns 109
Types of markdown 111
Marking alternatives 92
Computerised marking 93
Non-marking 92
Pre-priced 92
Un-priced 92
Marking / price tagging 92
Markups 338
Mass Rapid Transit Station 68
Buying 240
Buying process 241
Control 247
Display 259
From whom to buy 246
How much to buy 242
Performance 247
Plan 241
Presentation 258
Sources of information 242
What to buy 242
When to buy 247
Merchandising 7
Neighbourhood convenience precinct 65
Nets 78
Occupier’s liability 169
Operations 7
Ordering 86
Guidelines 88
Organisation structure 310
Distinguish jobs 310
Hierarchy of authority 311
Organisation chart 311
Payment processing 117
Cash 117
Cash memo 119
Credit card fraud 118
Credit cards 118
Nets 118
Sales transaction 117
People management 314
Compensating 318
Recruiting 314
Selecting 315
Supervising 319
Training 316
Personnel 7
Point-of-sale (POS) system 76, 284
Integrated 285
Stand-alone 285
Power failure / black-out 165
Pre-customer contact 199
Presenting the product 13
Preventive measures 154
Accidents 157
Fire hazards 157
Staff responsibilities 154
Price tickets 93
Information included on price tickets 93
Types of price tickets 94
Profit and loss statement 339
Profit performance 341
Promoting the products 14
Promoting the store 14
Promotions 7
Quality check 91
Quantity check 91
Quick ratio 339
Receipts 174
Receiving 89
Guidelines 89
Refund 175
Re-marking 95
Remedial works 158
Procedures – fire hazards, customer is injured, power failure/black out 159
Reservation 174
Restricted areas 165
Retail performance 338
Retail Pro software system 301, 305-307
Retail selling process 198, 200, 202, 205, 209, 214, 221, 223, 225
Acknowledge 201
Add on selling 223
Approach 202
Close the sale 221
Farewell 225
Follow up 226
Handle objections 214
Handle queries 214
Identify needs 205
Presenting the product 209
Sell benefits 210
Selling up 225
Retail technology 17
Retailing 4
Return on investment 343
Returns and claims 101
Guidelines for goods returns 102
Goods return form 103
Right product 12
Rights of merchandising 236
Robbery 167
Sales 332
Sales per square foot 343
Sales policies 174
Sales promotion 255
Schedules 145
Shop layout 133
Cashier counter 135
Customer circulation 135
Fixtures and fittings 135
Types 134
Shop safety 154
Shop security 160
Shoplifting 160
Detective and preventive measures 161
Loss control equipment 162
Specialty shopping malls 68
Specialty stores 8
Staff appearance 148
Staff pilferage 164
Staff purchases 105
Entitlement form / card 106
Start-up cost 328
Stock 334
Shortages 337
Turnover 334
Turnover rate 335
Stock count sheet 105
Stock-sales ratio 331
Stock sheet 97
Stocktake 103
After stocktake 104
Before stocktake 104
During stocktake 104
Storage 96
Forward stock 96
Guidelines 96
Receipt and removal of stock 97
Reserve stock 96
Store policy 180
Suburban regions 65
Supermarkets 8
Technology applications 301
Terms and conditions of employment 324
Tills 174
Transfer 97
Inter-outlet transfers 97
Receiving stock from other outlets 99
Transfer form 99
Transfer of stock to another outlet 98
Types of retailers 4
Visual presentation 261
Working capital 329
X-Read 79
Z-Read 79