A B C
D E F G
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M N O P
Q R S T
U V W Z
A nation has an absolute advantage in the marketing of a product if it is
the sole producer or can produce a product for less than anyone else.
The disproportionate impact that changes in consumer demand have on business
Second-level capital items that are used in the production of products
and services but are usually less expensive and shorter-lived than installations.
A series of stages consumers go through, from learning of a new product
to trying it and deciding to purchase it regularly or to reject it.
Paid nonpersonal communication through various media by business firms,
nonprofit organizations, and individuals who are in some way identified
with the advertising message and who hope to inform or persuade members
of a particular audience.
A marketing specialist firm that assists the advertiser in planning and
preparing its advertisements.
One’s feelings or emotional reactions.
A wholesaling intermediary that differs from the typical wholesaler in
that the agent does not take title to the goods.
Statements about activities, interests, and opinions that are used in
developing psychographic profiles.
The initial contact between the salesperson and the prospective customer.
The impact that groups and group norms can exhibit on individual behaviour.
A type of reference group with which individuals wish to associate.
A person’s enduring favourable or unfavourable evaluations of some
object or idea.
An agent wholesaling intermediary that brings buyers and sellers together
in one location and allows potential buyers to inspect the merchandise
before purchasing through a public bidding process.
Obtained by dividing total cost by the quantity associated with this cost.
average variable cost
The total variable cost divided by the related quantity.
balance of payments
The flow of money into or out of a country.
balance of trade
The relationship between a country’s exports and its imports.
Doing business online through Internet-enabled marketplaces.
BCG growth-share matrix
Plots market share relative to the market share of the largest competitor,
against market growth rate.
The comparison of performance with industry best practices.
Depends on advanced marketing research techniques that focus on benefits
the consumer expects to derive from a product.
Price quotations from potential suppliers.
The overall-profitability measure of performance.
A name, term, sign, symbol, or design (or some combination of these) used
to identify the products of one firm and to differentiate them from competitive
The relationship between a company’s products, brands, and sub-brands.
Represents the value customers (and the stock markets) place on the sum
of the history the customer has had with a brand.
The decision to use a popular brand name for a new product entry in an
unrelated product category.
The first stage of brand loyalty, when a firm has developed enough publicity
for a brand that its name is familiar to consumers.
The ultimate stage of brand loyalty, when consumers will accept no alternatives
and will search extensively for the product.
Words, letters, or symbols that make up a name used to identify and distinguish
the firm’s offerings from those of its competitors.
The second stage of brand loyalty, when, based on previous experience,
consumers will choose a product rather than one of its competitors—if
it is available.
Receives consolidated shipments from a central distribution centre, and
then distributes them in smaller shipments to individual customers in
more limited areas.
A means of determining the number of goods or services that must be sold
at a given price in order to generate sufficient revenue to cover total
An agent wholesaling intermediary that brings buyers and sellers together;
operates in industries with a large number of small suppliers and purchasers.
Firms that produce or acquire goods and services to be used, directly
or indirectly, in the production of other goods and services or to be
The key individuals who participate in a buying decision.
Giving a significant person in a social system a product to use in the
hope that others will see and want to buy the product.
Situation involving one product taking sales from another offering in
a product line.
Long-lived business assets that must be depreciated over time.
The monopolistic organization of a group of firms.
Limited-function merchant wholesaler that performs most wholesaling functions
except financing and delivery.
Reduction in price that is given for prompt payment of a bill.
Retailer that mails catalogues to its customers and operates from a showroom
displaying samples of its products.
Having celebrities lend their name and influence to the promotion of a
A collection of marketing data from all possible sources.
Group of retail stores that are centrally owned and managed and that handle
the same lines of products.
The most dominant member of the distribution channel.
Rivalry and conflict between channel members because of sometimes different
objectives and needs.
The act of asking the prospect for an order.
A probability sample that is generated by randomly choosing one or more
areas or population clusters and then surveying all members in the chosen
The knowledge and beliefs one has about an object or concept.
The postpurchase anxiety that occurs when there is a discrepancy between
a person’s knowledge and beliefs (cognitions).
An agent wholesaling intermediary that takes possession when the producer
ships goods to a central market for sale.
Transportation carrier that provides service to the general public, and
is subject to regulatory authority including fee setting.
A customs union that also allows factors of production such as labour,
capital, and technology to flow freely among members.
Personal selling, advertising, sales promotion, and publicity.
Refers to the sensitivity to changes in price that a particular company
or brand faces.
A nation has a comparative advantage if it can produce a given product
more efficiently per unit of output than it can produce other products.
Advertising that makes direct promotional comparisons with competitive
A process by which buyers request potential suppliers to make price quotations
on a proposed purchase or contract.
The interactive process that occurs in the marketplace in which different
organizations seek to satisfy similar markets.
component parts and materials
Finished business-to-business goods that actually become part of the final
The way one tends to act or behave.
A marketing research project that attempts to measure consumer attitudes
and perceptions relevant to a new-product idea.
The activities of individuals in obtaining, using, and disposing of goods
and services, including the decision processes that precede and follow
Those products and services purchased by the ultimate consumer for personal
The first purchasers—those who buy a product at the beginning of
its life cycle.
Combining several unitized loads.
Transportation carrier that serves only customers it has contracts with.
Contracts include rates to be charged.
Products that are lowest in terms of both effort and risk.
A nonprobability sample based on the selection of readily available respondents.
The sharing of advertising costs between the retailer and the manufacturer.
The overall purpose and direction of the organization that is established
in the light of the challenges and opportunities found in the environment,
as well as available organizational resources.
Pricing technique using base cost figure per unit to which is added a
markup to cover unassigned costs and to provide a profit.
Approach that assumes that some functional areas of the firm will experience
cost increases while others will have cost decreases.
Selling that involves making the buyer see the worth of the item.
Qualities for which, even after purchasing, the buyer must simply trust
that the supplier has performed the correct service.
Software designed to analyze a customer database and determine customer
needs and characteristics.
Any object existing in the environment that determines the nature of the
response to a drive.
An integrated system of learned behaviour patterns that are distinguishing
characteristics of the members of any given society.
customer relationship marketing (CRM)
Identifying and establishing, maintaining and enhancing, and, when necessary,
also terminating relationships with customers and other stakeholders so
that the objectives of all parties involved are met, through a mutual
exchange and fulfillment of promises.
customer satisfaction management (CSM)
A program that focuses on identifying key performance areas to meet or
exceed the average customer’s expectations.
Agreement among two or more nations that establishes a free trade area,
plus a uniform tariff for trade with nonmember nations.
Creation of a marketing plan based on the use of database technology to
define the characteristics and needs of customers.
In the business market, the impact of derived demand on the demand for
interrelated products used in producing consumer goods.
The process of cutting consumer demand for a product, because the demand
exceeds the level that can reasonably be supplied by the firm or because
doing so will create a more favourable corporate image.
Dividing an overall market on the basis of characteristics such as age,
gender, and income level.
Actions that supplement, support, and reinforce what the salesperson has
already told the prospect.
Large retailer that handles a variety of merchandise.
The accounting concept of charging a portion of the cost of a capital
item as a deduction against the company’s annual revenue for purposes
of determining its net income.
Demand for a product used by business derived from (or linked to) demand
for a consumer good.
Situation in which a nation reduces the value of its currency in relation
to gold or some other currency.
Differentiation of a retail store from competitors in the same strategic
group through price, location, and store atmosphere and service.
The filtering and acceptance of new products and services by the members
of a community or social system.
direct international trade
Exporting directly to markets and/or importing directly from suppliers
in other countries.
The ownership and management of production and/or marketing facilities
in a foreign country.
direct response marketing
An interactive system of marketing that uses one or more advertising media
to effect a measurable response directly to the advertiser.
Limited-function merchant wholesaler that relies on catalogues rather
than on a sales force to contact retail, industrial, and institutional
direct-sales results test
A test that attempts to ascertain for each dollar of promotional outlay
the corresponding increase in revenue.
A type of reference group with which an individual does not want to be
Retailer that, in exchange for reduced prices, does not offer such traditional
retail services as credit, sales assistance by clerks, and delivery.
The selection and management of marketing channels and the physical distribution
The paths that goods—and title to these goods—follow from
producer to consumer.
Designed to assemble and then redistribute products.
Any strong stimulus that impels action.
Limited-function merchant wholesaler that takes orders from customers
and places them with producers, which then ship directly to the customers.
Practice of selling products at significantly lower prices in a foreign
market than in a nation’s own domestic market.
dynamic break-even analysis
Combines the traditional break-even analysis model with an evaluation
of consumer demand.
Commerce conducted via the Internet.
The factors in a region or country that affect the production, distribution,
and consumption of its wealth. Key elements are monetary resources, inflation,
employment, and productive capacity.
economic order quantity (EOQ)
A model that emphasizes a cost tradeoff between inventory holding costs
and order costs.
A common market that also requires members to harmonize monetary policies,
taxation, and government spending. In addition, a common currency is used
A measure of the responsiveness of purchasers and suppliers to changes
An organized group of buyers and sellers from a specific industry linked
electronic exchange network
A single point of access to suppliers and customers through the Internet.
A complete ban on importing a particular product.
As family income increases, (1) a smaller percentage goes for food, (2)
the percentage spent on housing and household operations and clothing
will remain constant, and (3) the percentage spent on other items will
The process by which the marketing manager gathers and sorts information
about the marketing environment.
Allows the seller to adjust the final price based on changes in the costs
of the product’s ingredients between the placement of the order
and the completion of construction or delivery of the product.
Retailing via the Internet.
Firm that assumes that its way of doing business in its home market is
the proper way to operate, and tries to replicate this in foreign markets.
Features the consumer considers in making a choice among alternatives.
The number of brands that a consumer actually considers in making a purchase
Requirement that firms gaining foreign exchange by exporting must sell
their foreign exchange to the central bank or agency, and importers must
buy foreign exchange from the same organization.
The means by which two or more parties give something of value to one
another to satisfy felt needs.
The rate at which a nation’s currency can be exchanged for other
currencies or gold.
The risk of negotiating a price in another nation’s currency and
finding upon delivery of the product that the currency’s value has
dropped in relation to your country’s currency.
An arrangement whereby a supplier prohibits a marketing intermediary (either
a wholesaler or, more typically, a retailer) from handling competing products.
The granting of exclusive rights by manufacturers to a wholesaler or retailer
to sell in a geographic region.
Products and services that are used within a short period of time.
Characteristics of products that can be assessed mainly through using
Learning about the problem area and beginning to focus on specific areas
of study by discussing the problem with informed sources within the firm
(a process often called situation analysis) and with knowledgeable others
outside the firm (the informal investigation).
An agency that provides specialized assistance for regular channel members
(such as producers, wholesalers, and retailers) in moving products from
producer to consumer.
Fashions with abbreviated life cycles.
Brand name used for several related products.
family life cycle
The process of family formation, development, and dissolution.
Currently popular products that tend to follow recurring life cycles.
The receipts and expenditures of government.
A variable price policy.
The buyer must pay all the freight charges.
The post-sales activities that often determine whether a person will become
a repeat customer.
An agreement whereby one firm (franchisee) agrees to meet the operating
requirements of a successful business (franchisor) in return for the right
to carry the name and products of the franchisor.
Free Trade Agreement (FTA)
The agreement establishing a free trade area between Canada and the United
States that preceded NAFTA.
free trade area
Area established by agreement among two or more nations within which participants
agree to free trade of goods and services among themselves.
The seller permits the buyer to subtract transportation expenses from
Wholesaling intermediary that specializes in international logistics.
friendship, commerce, and navigation (FCN) treaties
Treaties that address many aspects of commercial relations with other
countries; such treaties constitute international law.
GE business screen
A process using a 3 x 3 matrix that considers business strengths and industry
A brand name over which the original owner has lost exclusive claim because
all offerings in the associated class of products have become generally
known by the brand name (usually that of first or leading brand in that
Food and household staples characterized by plain labels, little or no
advertising, and no brand names.
Firm that develops a marketing mix that meets the needs of target consumers
in all markets.
Dividing an overall market into homogeneous groups based on population
Hazardous Products Act
A major piece of legislation that consolidated previous legislation and
set significant new standards for product safety; defines a hazardous
product as any product that is included in a list (called a schedule)
compiled by Consumer and Corporate Affairs Canada or Health and Welfare
Products for which the purchaser is highly involved in making the purchase
Retailer that sells products by direct contact between the retailer–seller
and the customer at the home of the customer.
Mass merchandiser that operates on a low-price, self-service basis and
carries lines of soft goods, hard goods, and groceries.
A tentative explanation about the relationship between variables as a
starting point for further testing.
implementation and control
Consist of putting the marketing plan into action as well as doing ongoing
monitoring and gathering feedback on how well the plan is accomplishing
the stated marketing
A limit set on the amount of products that may be imported in a certain
indirect international trade
Exporting and/or importing only through other domestic companies that
Brand that is known by its own brand name rather than by the name of the
company producing it or an umbrella name covering similar items.
Single product within a product line.
A wholesaler that operates in the business goods market and typically
handles small accessory equipment and operating supplies.
Those products purchased to be used, either directly or indirectly, in
the production of other goods or for resale.
industry or market elasticity
Refers to changes in total demand resulting from general changes in price
across the industry.
A rising price level that results in reduced purchasing power for the
informative product advertising
Advertising that seeks to develop demand through presenting factual information
on the attributes of a product or service.
A characteristic of services in which the product is produced and consumed
Major capital assets that are used to produce products and services.
Promoting a concept, idea, or philosophy, or the goodwill of an industry,
company, or organization.
Those attributes that cannot be experienced by the physical senses.
integrated marketing communications (IMC)
A comprehensive marketing communications plan that takes into consideration
all the communication disciplines being used and combines them to provide
clarity, consistency, and maximum communications impact.
A form of distribution that attempts to provide saturation coverage of
the potential market.
Term used to describe the interrelationship between the employee and the
A marketing effort aimed at those who provide the service so that they
will feel better about their task and therefore produce a better product.
Setting prices to be charged to buyers in other countries taking into
consideration exchange risk, price escalation through multiplication of
channels, and transportation.
Changes in the amounts of materials a manufacturer keeps on hand.
Demand for an industrial product that is related to the demand for other
A partnership of firms from different countries, often to set up a local
business in a country that is foreign to one of the partners.
A nonprobability sample of people with a specific attribute.
just in time (JIT)
An approach to minimizing inventory costs through identifying minimal
inventory levels and arranging with suppliers to replenish stocks just
in time to be used in production.
The part of a package that contains (1) the brand name or symbol,
(2) the name and address of the manufacturer or distributor, (3) information
about product composition and size, and (4) information about recommended
uses of the product.
large-format specialty store
Large, warehouse-type retail store that specializes in selling
a great variety of one category of merchandise at very low prices.
law of retail gravitation
Principle that delineates the retail trade area of a potential site on
the basis of distance between alternative locations and relative populations.
Changes in knowledge, attitudes, and behaviour, as a result of experience.
Granting authority to produce and sell a product developed in one country
The mode of living.
lifetime-customer value (LCV)
The sum of all future-customer revenue streams minus product and servicing
costs, acquisition costs, and remarketing costs.
Retailer that offers a large assortment of a single line of products or
a few related lines of products.
The development of individual offerings that appeal to different market
segments but are closely related to the existing product line.
Specialty retailer that either comes into a bankrupt store and handles
the closeout, or buys the entire lot and sells it in its own stores.
The rate normally quoted to potential buyers.
local content laws
Laws specifying the portion of a product that must come from domestic
That part of the supply chain process that plans, implements, and controls
the efficient, effective forward and reverse flow and storage of goods,
services, and related information between the point of origin and the
point of consumption in order to meet customers’ requirements.
The integration of the total-cost approach, the avoidance of suboptimization,
and the use of cast trade-offs.
Goods priced below cost to attract customers.
Products with little significance, either materially or emotionally, that
a consumer may purchase first and evaluate later (while using them).
A program that gives rewards, such as points or free air miles, with each
purchase in order to stimulate repeat business.
Retailer that offers its customers the option of placing merchandise orders
by mail, by telephone, or by visiting the mail-order desk of a retail
An independent salesperson who works for a number of manufacturers of
related but noncompeting products.
The change in total cost that results from producing an additional unit
A reduction in the price of an item.
People with the willingness, purchasing power, and authority to buy.
market development strategy
Finding new markets for existing products.
A focus on understanding customer needs and objectives, then making the
business serve the interests of the customer rather than trying to make
the customer buy what the business wants to produce.
The amount that a consumer pays.
An arrangement whereby suppliers restrict the geographic territories for
each of their distributors.
Grouping people according to their similarity in one or more dimensions
related to a particular product category.
market share objective
To control a specific portion of the market for the firm’s product.
The process of planning and executing the conception, pricing, promotion,
and distribution of ideas, goods, and services to create exchanges that
satisfy individual and organizational objectives.
A comprehensive appraisal of the organization’s marketing activities.
It involves a systematic assessment of marketing plans, objectives, strategies,
programs, activities, organizational structure, and personnel.
The steps or handling organizations that a good or service goes through
from producer to final consumer.
All activities and messages that inform, persuade, and influence the consumer
in making a purchase decision.
marketing communications mix
The blend of personal selling and nonpersonal communication (including
advertising, sales promotion, public relations, sponsorship marketing,
and point-of-purchase communications) by marketers in an attempt to accomplish
information and persuasion objectives.
An organization-wide philosophy that holds that the best route to organizational
success is to find an unserved or underserved need in society and meet
that need better than anyone else, while still meeting long-term organizational
Buying, selling, transporting, storing, grading, financing, risk taking,
and information collecting and disseminating.
marketing information system
A set of routine procedures to continuously collect, monitor, and present
internal and external information on company performance and opportunities
in the marketplace.
A business firm operating between the producer and the consumer or business
The blending of the four elements of marketing to satisfy chosen consumer
marketing objectives and strategy
Flow from the situation analysis. They are a statement of what the organization
intends to accomplish with its marketing program and the general strategic
approach it will take.
A specific detailed statement of how the marketing mix will be used to
realize the marketing strategy.
The systematic gathering, recording, and analyzing of data about problems
relating to the marketing of goods and services.
A strategy that focuses on developing a unique long-run competitive position
in the market by assessing consumer needs and the firm’s potential
for gaining competitive advantage.
The amount a producer or channel member adds to cost in order to determine
the selling price.
Organizing to make production of products more flexible to meet specifically
stated customer requirements.
Retailer that concentrates on high turnover of items, emphasizes lower
prices than department stores, and offers reduced services.
membership and warehouse club
Very large, warehouse-type retail store that offers low prices because
of its no-frill format and paid membership requirement.
A type of reference group to which individuals actually belong.
Permanent exhibition at which manufacturers rent showcases for their product
A wholesaler who takes title to the products carried.
A subgroup with its own distinguishing modes of behaviour.
Selling that emphasizes selling the firm’s goodwill and providing
customers with technical or operational assistance.
A situation in which purchasers are willing to reevaluate their available
The manipulation of the money supply and market rates of interest.
A market structure with a large number of buyers and sellers where heterogeneity
in good and/or service and usually geographical differentiation allow
the marketer some control over price.
A market structure with only one seller of a product with no close substitutes.
An inner state that directs us toward the goal of satisfying a felt need.
Business-to-business supplies, so called because they can be categorized
as maintenance items, repair items, and operating supplies.
The development of a network among consumers to sell and deliver from
one level of consumers to another using social obligation, personal influence,
and motivational techniques.
multinational corporation (MNC)
A corporation that produces and markets goods and services in several
The attempt to satisfy several segments of the market very well with specialized
products and unique marketing programs aimed at each segment.
national brand (manufacturer’s brand)
A brand promoted and distributed by a manufacturer.
The perceived difference between the current state and a desired state.
The terms of the contract are set through talks between the buyer and
new task buying
First-time or unique purchase situations that require considerable effort
on the part of the decision makers.
A sample chosen in an arbitrary fashion so that each member of the population
does not have a representative chance of being selected.
nonprofit organization (NPO)
Organization whose primary objective is something other than returning
a profit to its owners.
North American Free Trade Agreement (NAFTA)
The agreement establishing a free trade area among Canada, the United
States, and Mexico that followed the FTA.
North American Industrial Classification System (NAICS)
A coding system used to categorize different types of businesses and products
(formerly the Standard Industrial Classification, or SIC).
Reveals a customer’s interest in a product and can be used as a
cue to provide additional information.
Prices are set ending in some amount just below the next rounded number.
Retailer that specializes in selling manufacturers’ excess stocks
of brand-name merchandise at a discount.
A market structure in which there are relatively few sellers.
A market in which there are only a few buyers.
Trendsetters—individuals who are more likely to purchase new products
early and to serve as information sources for others in a given group.
Selling at the wholesale and retail levels; involves identifying customer
needs, pointing out these needs to the customer, and completing the order.
Attempts to influence others to accept the goals of, receive the services
of, or contribute in some way to an organization.
An entry price for a product that is lower than what is estimated to be
the long-term price.
The meaning that each person attributes to incoming stimuli received through
the five senses.
The filter through which messages must pass.
The difference between the company’s performance and that of the
best of the best.
Efforts designed to cultivate the attention, interest, and preference
of a target market toward a person.
A seller’s promotional presentation conducted on a person-to-person
basis with the buyer.
persuasive product advertising
Advertising that emphasizes using words or images to try to create an
image for a product and to influence attitudes about it.
planned shopping centre
Group of retail stores planned, coordinated, and marketed as a unit to
shoppers in a particular geographic trade area.
Displays and demonstrations that seek to promote the product at a time
and place closely associated with the actual decision to buy.
Materials designed to influence buying decisions at the point of purchase.
The laws and interpretation of laws that require firms to operate under
competitive conditions and to protect consumer rights.
Firm that assumes that every country is different and that a specific
marketing approach should be developed for each separate country.
population or universe
The total group that the researcher wants to study.
Shaping the product and developing a marketing program in such a way that
the product is perceived to be (and actually is) different from competitors’
Identifying brands in each segment and how they differ from each other.
The assessment of advertising copy after it has been used.
Groupings of two or more large-format retailers that result in large customer
Products that are slightly higher on the effort dimension and much higher
on risk than convenience products.
The act of giving the sales message to a prospective customer.
Establishing relatively high prices in order to develop and maintain an
image of quality and exclusiveness.
The assessment of an advertisement’s effectiveness before it is
The value that a buyer exchanges for a good or service.
The increase in final price in a foreign market over a domestic price
because of having to pay for the services of additional channel members
to get the product to that market.
Limits within which product quality perception varies directly with price.
The practice of marketing merchandise at a limited number of prices.
An outline of the selling price and the various discounts offered to intermediaries.
The methods of setting competitive, profitable, and justified prices.
A general guideline based on pricing objectives that is intended for use
in specific pricing decisions.
Data being collected for the first time.
A brand promoted and distributed by a wholesaler or retailer.
Transportation carrier that provides transportation services for a particular
firm and may not solicit other transportation business.
A sample in which every member of the population has a known chance of
Those who transform goods and services through production into other goods
Nonpersonal selling of a particular good or service.
product development strategy
Introducing new products into identifiable or established markets.
product diversification strategy
The development of new products for new markets.
product improvement strategy
A modification in existing products.
product life cycle
A product’s progress through introduction, growth, maturity, and
A series of related products.
Decisions about what kind of product is needed, its uses, package design,
branding, trademarks, warranties, guarantees, product life cycles, and
new product development.
product managers (brand managers)
Individuals assigned one product or product line and given responsibility
for determining its objectives and marketing strategies.
The assortment of product lines and individual offerings available from
A focus on the product itself rather than on the consumer’s needs.
The complete collection of products or services that a company produces.
Any part of the organization to which revenue and controllable costs can
be assigned, such as a department.
The point where the addition to total revenue is just balanced by an increase
in total cost.
Extra discount offered to retailers so that they will advertise the manufacturer
along with the retailer.
A lower-than-normal price used as an ingredient in a firm’s selling
Identifying potential customers.
Uses behavioural profiles developed from analyses of the activities, opinions,
interests, and lifestyles of consumers in identifying market segments.
The use of psychological attributes,
lifestyles, attitudes, and demographics in determining the behavioural
profiles of different consumers.
The use of prices to suggest values of a product or attributes of a product/price
A geodemographic classification system that identifies lifestyle cluster
profiles across Canada.
A component of marketing communications that focuses on creating favourable
attention and word of mouth among various publics.
Independently owned storage facility.
Normally unpaid communication that disseminates positive information about
company activities and products.
A promotional effort by the seller to stimulate final-user demand, which
then exerts pressure on the distribution channel.
A market structure in which there is such a large number of buyers and
sellers that no one of them has a significant influence on price.
The promotion of the product first to the members of the marketing channel,
who then participate in its promotion to the final user.
Determining that the prospect is really a potential customer.
Price reduction granted for large purchases.
A nonprobability sample that is divided so that different segments or
groups are represented in the total sample.
Wholesaler that provides the racks, stocks the merchandise, prices the
goods, and makes regular visits to refill the shelves.
Farm products (such as cattle, wool, eggs, milk, pigs, and canola) and
natural products (such as coal, copper, iron ore, and lumber).
Refund by the seller of a portion of the purchase price.
Extending purchasing preference to suppliers who are also customers.
recycled merchandise retailer
Retailer that sells castoff clothes, furniture, and other products.
A group whose value structures and standards influence a person’s
Firm that recognizes that countries with similar cultures and economic
conditions can be served with a similar marketing mix.
The reduction in drive that results from a proper response.
Identifying and establishing, maintaining and enhancing, and, when necessary,
also terminating relationships with customers and other stakeholders,
at a profit, so that the objectives of all parties involved are met, through
a mutual exchange and fulfillment of promises.
reminder-oriented product advertising
Advertising whose goal is to reinforce previous promotional activity by
keeping the product or service name in front of the public.
A series of advance decisions that, taken together, make up a master plan
or model for conducting the investigation.
The individual’s reaction to the cues and drives.
The consumer’s perception of a store and of the shopping experience
retail trade area analysis
Studies that assess the relative drawing power of alternative retail locations.
A store that sells products purchased by individuals for their own use
and not for resale.
All the activities involved in selling goods and services to the ultimate
Situation in which a country adjusts the value of its currency upward.
The paths goods follow from consumer to manufacturer or to marketing intermediaries.
RFP (request for proposal) or RFQ (request for quotation)
Common procedures used by firms to get information on alternatives or
The rights and duties expected of an individual in a group by other members
of the group.
role model marketing
Marketing technique that associates a product with the positive perception
of a type of individual or a role.
Manufacturer-owned facility that carries inventory and processes orders
to customers from available stock.
Securing, maintaining, motivating, supervising, evaluating, and controlling
the field sales force.
The pricing philosophy analyzed by economist William J. Baumol. Baumol
believes that many firms attempt to maximize sales within a profit constraint.
A focus on developing a strong sales force to convince consumers to buy
whatever the firm produces.
Those marketing activities, other than personal selling, mass media advertising,
and publicity, that stimulate consumer purchasing and dealer effectiveness.
The retail practice of carrying dissimilar lines to generate added sales
Physical qualities that enable products to be examined and compared. This
eases the task of choosing among them.
Previously published matter.
Refers to the sensitivity to changes in price that a particular market
The selection of a small number of retailers to handle the firm’s
An agent wholesaling intermediary that is responsible for the total marketing
program for a firm’s product line.
A product without physical characteristics—a bundle of performance
and symbolic attributes designed to produce consumer want satisfaction.
The process of applying a series of rewards and reinforcement so that
more complex behaviour can evolve over time.
Products that are usually purchased only after the consumer has compared
simple random sample
A probability sample in which every item in the relevant universe has
an equal opportunity of being selected.
The attempt to satisfy a large or a small market with one product and
a single marketing program.
Considers the internal circumstances of the organization or product, the
external environment, competitive activity, and characteristics of the
customer that may be relevant to the marketing plan.
Choosing a high entry price; to sell first to consumers who are willing
to pay the highest price, and then reduce the price.
The relatively permanent divisions in a society into which individuals
or families are categorized based on prestige and community status.
The analysis, planning, execution, and evaluation of programs designed
to influence the voluntary behaviour of target audiences in order to improve
their personal welfare and that of society.
societal marketing concept
An organization-wide philosophy that holds that the best route to organizational
success is to find an unserved or underserved need in society and meet
that need better than anyone else, while still meeting long-term organizational
objectives and also considering the long-term impact on society.
The mosaic of societal and cultural components that are relevant to the
organization’s business decisions.
The process that alleviates discrepancies in assortment by reallocating
the outputs of various producers into assortments desired by individual
Sales promotion medium that uses useful articles to carry the advertiser’s
name, address, and advertising message.
Products that are highest in both effort and risk, due to some unique
characteristics that cause the buyer to prize that particular brand.
Retailer that handles only part of a single line of products.
A specific description of a needed item or job that the buyer wishes to
The practice of promoting the interests of a company by associating the
company or a brand with a specific event.
Single, separated, widowed, or divorced people.
High unemployment and a rising price level at the same time.
Relative position in a group.
status quo objectives
Objectives based on maintaining stable prices.
The number of times the average inventory is sold annually.
Stores products for moderate to long periods of time in an attempt to
balance supply and demand for producers and purchasers.
A recurring purchase decision involving an item that has performed satisfactorily
and is therefore purchased again by a customer.
A subconscious level of awareness.
A condition in which the manager of each logistics function attempts to
minimize costs, but due to the impact of one logistics task on the others,
the results are less than optimal.
Large-scale, departmentalized retail store offering a large variety of
food products such as meats, produce, dairy products, canned goods, and
frozen foods in addition to various nonfood items.
Regular expense items necessary in the daily operation of a firm, but
not part of its final product.
A network of facilities and distribution options that performs the functions
of procurement of materials, transformation of these materials into intermediate
and finished products, and the distribution of these finished products
supply chain management (SCM)
The systematic, strategic coordination of the traditional business functions
and the tactics across these business functions within a particular company
and across businesses within the supply chain for the purposes of improving
the long-term performance of the individual companies and the supply chain
as a whole.
The marginal cost curve above its intersection with average variable cost.
The combined summary of the internal analysis and the environmental analysis.
Stands for strengths, weaknesses, opportunities, and threats.
A probability sample that takes every nth item on a list, after a random
Those attributes that can be experienced by the physical senses, such
as sight, touch, and smell.
A market segment that a company chooses to serve.
target market decision analysis
The evaluation of potential market segments.
target return objectives
Either short-run or long-run goals, usually stated as a percentage of
sales or investment.
A tax levied against products imported from abroad.
A sequential approach to allocating marketing communications budgets that
involves two steps: (1) defining the realistic communication goals the
firm wants the marketing communications mix to accomplish, and (2) determining
the amount and type of marketing communications activity required to accomplish
each of these objectives.
The applications of knowledge based on scientific discoveries, inventions,
Selecting areas considered reasonably typical of the total market, and
introducing a new product to these areas with a total marketing campaign
to determine consumer response before marketing the product nationally.
third-party logistics provider
Specialist firm that performs virtually all of the logistical tasks that
manufacturers or other channel members would normally perform themselves.
An arrangement whereby a supplier forces a dealer who wishes to handle
a product to also carry other products from the supplier or to refrain
from using or distributing someone else’s product.
Holds that all relevant factors in physically moving and storing products
should be considered as a whole and not individually.
total customer satisfaction
Providing a good or service that fully and without reservation conforms
to the customer’s requirements.
A total bundle of physical, service, and symbolic characteristics designed
to produce customer want satisfaction.
Payment to channel members or buyers for performing some marketing function
normally required of the manufacturer.
Periodic shows at which manufacturers in a particular industry display
their wares for visiting retail and wholesale buyers.
Organizations, such as retailers and wholesalers, that purchase for resale
An organized exhibition of products based on a central theme.
Deduction from an item’s price of an amount for the customer’s
old item that is being replaced.
A brand that has been given legal protection and has been granted solely
to its owner.
The price for sending goods from one company profit centre to another.
Limited-function merchant wholesaler that markets products that require
uniform delivered price
The same price (including transportation expenses) is quoted to all buyers.
Stating prices in terms of some recognized unit of measurement (such as
grams or litres) or a standard numerical count.
Combining as many packages as possible into one load.
Universal Product Code
A code readable by optical scanners that can print the name of the item
and the price on the cash register receipt.
Divides the market by the amount of product consumed, and/or the degree
of brand loyalty.
The want-satisfying power of a product or service.
A subjective term that is defined by the customer; part of customer expectations,
which are a combination of cost, time, quantity, quality, and human factors.
The increase in value of input material when transformed into semifinished
or finished goods.
Retailer that offers an extensive range and assortment of low-priced merchandise.
An organizational strategy for developing new products through combining
the management resources of marketing, technology, capital, and management
expertise in a team.
vertical marketing system
A network of channel intermediaries organized and centrally managed to
produce the maximum competitive impact.
vertical Web community
A site that acts as a comprehensive source of information and dialogue
for a particular vertical market.
A guarantee to the buyer that the supplier will replace a defective product
(or part of a product) or refund its purchase price during a specified
period of time.
The higher the initial intensity of a stimulus, the greater the amount
of the change in intensity that is necessary in order for a difference
to be noticed.
wheel of retailing
Hypothesized process of change in retailing, which suggests that new types
of retailers gain a competitive foothold by offering lower prices through
the reduction or elimination of services; but once established, they add
more services and their prices gradually rise, so that they then become
vulnerable to a new low-price retailer with minimum services—and
the wheel turns.
Wholesaling intermediaries who take title to the products they handle.
The activities of intermediaries who sell to retailers, other wholesalers,
and business users but not in significant amounts to ultimate consumers.
Intermediaries who assume title, as well as agents and brokers who perform
important wholesaling activities without taking title to the products.
World Trade Organization (WTO)
The international body that deals with the rules of trade between nations.
The market is divided into different zones and a price is established