1. Lecture 02: Fundamentals of Retailing PRESENTED BY: Ian Agoncillo Paca ña

5. High Costs and Low Profits of Retailing

7. Typical Retailing Process

10. Top Global Retailers Source: Ernst & Young research The U.S. retail industry generates $3.8 trillion in retail sales annually…

11. The Retailer’s Role in the Sorting Process

13. Key is to Create Value “ Value” is the answer to the customer’s question: “ How satisfied am I with what I paid for?”

18. Turning Around Weak Customer Service Focus on Customer Concerns Empower Front-Line Employees Show That You Are Listening Express Sincere Understanding Apologize and Rectify the Situation

19. Elements Contributing to Effective Channel Relationships

20. Question and Answer Q & A