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A distribution approach whereby a retailer sells to consumers through one retail
format. (p. 148)
A distribution approach whereby a retailer sells to consumers through multiple
retail formats (points of contact). (pp. 8, 148)
Utilizes strategy mixes that are not store-based to reach consumers and complete
transactions. It occurs via direct marketing, direct selling, and vending
machines. (p. 149)
Form of retailing in which a customer is ﬁrst exposed to a good or service
through a nonpersonal medium and then orders by mail, phone, or fax— and
increasingly by computer. (p. 149)
Way to collect, store, and use relevant information on customers. (p. 152)
Enables a retailer to cater to the speciﬁc needs of customer segments, emphasize
a limited number of items, and reduce catalog production and postage costs. (p.
Program-length TV commercial (most often, 30 minutes in length) for a speciﬁc
good or service that airs on cable television or on broadcast television, often
at a fringe time. It is particularly worthwhile for products that beneﬁt from
visual demonstrations. (p. 154)
Includes both personal contact with consumers in their homes (and other nonstore
locations such as ofﬁces) and phone solicitations initiated by a retailer. (p.
Format involving the cash- or card-operated dispensing of goods and services. It
eliminates the use of sales personnel and allows around-the-clock sales. (p.
Global electronic superhighway of computer networks that use a common protocol
and that are linked by telecommunications lines and satellite. (p. 160)
Way of accessing the Internet, whereby people work with easy-to-use Web
addresses and pages. Users see words, colorful charts, pictures, and video, and
hear audio. (p. 160)
World Wide Web (Web)
Freestanding, interactive, electronic computer terminal that displays products
and related information on a video screen; it often uses a touchscreen for
consumers to make selections. (p. 168)