Winning Retail - Table of Contents

Chapter 1: Retailing Strategy

• What you will Learn
• Creating your Strategy
• Setting your Goals
• Defining your Target Customer
• Target Customer Assessment
• Watching the Trends
• Your Competitive Strength
• Competitive Assessment
• The Internet and Retail
• Minimizing the Risk
• Summary
• Case Study: Jackson's Department Store
• Chapter 1 - Tips

Chapter 2: Merchandise Planning

• What you will Learn
• Planning for Success
• Computerization
• Summary
• Case Study: Merchandise Planning
• Chapter 2 - Tips

Chapter 3: Buying Practices

• What You Will Learn
• Assortment Plan
• Vendor Analysis
• Vendor Negotiations
• Planned Open-to-Buy
• Merchandise Movement Decisions
• Central Warehousing: Advantages
• Central Warehousing: Disadvantages
• Summary
• Case Study: Buying Practices
• Chapter 3 - Tips

Chapter 4: Marketing

• What you will Learn
• What is your Objective?
• How Much Should you Spend?
• Budgeting your Expenditures
• Budgeting your Media Allocations
• Major Marketing Events
• Tracking your Results
• Cooperative Marketing Support
• Designing your Ads
• Community Involvement
• Sales Promotions
• Customer Relationship Management (CRM)
• Summary
• Case Study: Marketing
• Chapter 4 - Tips

Chapter 5: Visual Merchandising

• What you will Learn
• Summary
• Chapter 5 - Tips

Chapter 6: Customer Service

• What you will Learn
• Customer Satisfaction Before Profits?
• Service Begins at the Top
• Seek Out Customer Complaints
• The Other Customer ... Your Staff
• Listen to your Customers
• Develop Service Skills
• Your Refund Policy
• Measuring Customer Satisfaction
• Summary
• Case Study: Customer Service
• Chapter 6 - Tips

Chapter 7: Employee Development

• What you will Learn
• A Tough Job
• Performance Improvement
• Hiring the Best
• Orientation
• Training
• Leadership and Coaching
• Have Fun!
• Summary
• Case Study: Employee Development
• Chapter 6 - Tips

Chapter 8: Sales Management

• What you will Learn
• Stay Focused on Sales
• Stay Out of The Way
• Develop Selling Skills
• Set Your Opinions Aside
• Hold Everyone Accountable
• Tracking Key Indicators
• Establish Sales Goals
• Goal Worksheet
• Weekly Schedule and Goal Planner
• Tracking Individual Performance
• Pay for Performance
• Keep Your Staff Informed and Involved
• Summary
• Case Study: Sales Management
• Chapter 8 - Tips

Chapter 9: Store Location

• What You Will Learn
• What Are You Trying To Do?
• Selecting A Retail Location
• Market Analysis
• Trading Area Analysis
• Site Analysis
• Summary
• Case Study: Store Location
• Chapter 9 - Tips

Chapter 10: Loss Prevention

• What you will Learn
• How Much are You Losing?
• Phsical Inventory Counts
• Rewards
• Policies & Procedures Manual
• Share Shrinkage Numbers
• Great Customer Service
• Store Layout
• Loss Prevention Tools
• Alone in the Store
• Key Control
• Markdown Accountability
• False Refunds
• Audit Trail
• Controlling The Back Door
• Check the Garbage
• Employee Parcel Checks
• New Employee Reference Checks
• Employee Discounts
• Summary
• Case Study: Loss Prevention
• Chapter 10 - Tips

Chapter 11: Performance Evaluation

• What You Will Learn
• It's About The Numbers
• Measure Your Productivity
• Cash Flow Forecasting
• Bonus: Key Performance Indicators Software
• Summary
• Case Study: Performance Evaluation
• Chapter 11 - Tips

Chapter 12: Retail Information Systems

• What You Will Learn
• Selecting The Right System
• Canadian Retail System Suppliers
• How Much Will It Cost?
• Reference Checks
• Leasing
• Summary
• Case Study: Retail Information Systems
• Chapter 12 - Tips