A shopper who repeatedly chooses to shop at the same retailer over others, usually because of positive customer experiences with the retailer and their products and/or services.

A website that represents the retailer on the Internet.

Software applications designed to run on small wireless devices smartphones, tablets or smartwatches.

Interactive computers with customized software that provides access to information and applications like ordering food and drink items, locating merchandise in a store, accessing product information, and more.

Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.

Technology used to electronically display digital images, video, web pages and text.

Barcodes that contain product or website information.

Questions that aim to get you a short or yes/no answer useful to limit the scope of a conversation, confirm a specific response, or to close the sale. Begin with words such as: will, can, may, are, and do.

Questions that cannot be answered with yes or no, and that are used to get customers to provide details about what they want or need. Begin with the words who, what, when, where, why and how.

An extension of a company's brand that reflects the benefit of doing business with them.

The overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business.

The unique way that an organization's employees interact with each other and with customers; the personality of a company, including environment, mission, values, ethics, expectations and goals.

The act of highlighting or revealing an extra value of a product or directing the customer's attention to other products what may better satisfy her/his need, even when they may be more expensive.

The practice of recommending additional products that complement a customer's purchase.

A structured form of listening and responding that focuses the attention on the speaker.

A group of people that work toward the achievement of a common goal.

An instance of buying or selling something.

Marketing programs that provide incentives to repeat customers who are loyal company brand shoppers. These programs generally use customers' personal information, purchase history and preferences to refine their product and service assortment, target promotions, and reward loyal customers.

This process, the cornerstone of retail, involves the face-to-face interaction between the customer and a sales associate.

Information learned and used to help customers understand how a product or service will meet their needs that includes things like the features, benefits, functions, uses, and required support.

The advantages that make a certain product a good choice for the consumer.

A product's characteristics that includes things like color, size, flavor, scent, sound, and texture.

A retailer's rules that govern customers' ability to return or exchange merchandise.

Operational functions and activities needed to keep a retail ecosystem running at its best, the main ones being team, inventory, marketing, technology & tools, and financials.

A complete listing of all of the merchandise a retailer owns.

The number of units within the total inventory that are available to sell.

A machine readable series of parallel lines, used in retail to create a unique item.

A tag containing electronically-stored information that identifies objects using a radio wave reader.

A system of numbers that is used to uniquely identify bulk produce items.

The process of automatic or manual ordering to meet product demands.

A behind-the-scenes area where inventory is kept either because it does not fit on the sales floor or is awaiting a specific release date to be sold.

Extra inventory kept on hand in case customers buy more than the amount estimated before the next shipment arrives.

The process of placing inventory on sales floor shelves, racks, or other displays.

The term used when there is not enough merchandise to satisfy product demand.

When a retailer has too much merchandise in stock as a result of inaccurately estimating product demand.

The term used when there are fewer items in stock than in the total inventory record resulting from expired products, damage, theft, and/or paperwork errors.

The total merchandise that retailers order and have in their possession.

Physical goods that are bought and sold, such as food, clothes, and household items.

The branch of retail in charge of developing strategies to promote a company's brand and its specific products and services.

Shorter term activities that offer an incentive for customers to make a purchase.

The branch of retail that oversees various aspects of employment.

Customers' need and/or willingness to buy a certain product or service.

Criminal deception in some form by an employee, generally resulting in personal gain and a loss to the retailer

A type of anti-theft device that's attached directly to clothing items and may release ink when improperly removed.

The amount of money the retailer keeps for itself; revenue minus expenses.

Government agency that gives federal- and state-level protection to employees against hazards in the workplace.

Federal law that protects an employee from being fired or mistreated for reporting workplace problems or misconduct.

Federal law that allows employees to take unpaid, job-protected leave for specified family and medical reasons.

A policy that allows employees to take time off from work to stay home and address health and safety needs while still being paid.

The claim and benefit system for employees who are injured at work enabling them to receive partial pay, help with medical bills, etc.

the difference between revenue and all expenses, including the cost of goods sold and operating expenses

refers to the direct costs associated with production of a product, including the raw materials used to make it and the labor costs.

the amount the customer pays the retailer for a product.

total amount of money that a retailer brings in