BMAR 614 BC
KLEINHANDELBESTUUR
RETAIL MANAGEMENT
Fakulteit Ekonomiese en Bestuurswetenskappe
Faculty of Economic and Management Sciences
MOD saamgestel deur | MOD compiled by:
Prof Kirsty-Lee Sharp & Prof Roland Goldberg
Kopiereg © 2024-uitgawe | Copyright © 2024 edition. Hersieningsdatum: | Review date: 2025.
Noordwes-Universiteit | North-West University
Geen gedeelte van hierdie MOD mag in enige vorm of op enige manier sonder skriftelike toestemming van die uitgewers weergegee word nie.
No part of this MOD may be reproduced in any form or in any way without the written permission of the publishers.
It all starts here
Dit begin alles hier
Gotlhe go simolola fano
NOORDWES-UNIVERSITEIT | NORTH-WEST UNIVERSITY
Module-inligting
Module information
Modulekode
Module code
BMAR614
Modulenaam
Module name
Kleinhandelbestuur / Retail Management
16 krediete | 16 credits
Modulekrediete
Module credits
Dit beteken dat jy altesaam 160 uur moet bestee om die uitkomste van
hierdie module suksesvol te bemeester. Vir totale studie-uur per
leereenheid, verwys na elektroniese studiemateriaal.
This implies that you must spend a total of 160 hours to master the
outcomes of this module successfully. For total study hours per study
unit, refer to electronic study material.
NKR-vlak
NQF level
NQF8
Voorvereistes
Prerequisites
Bykomende vereistes
om module suksesvol
te voltooi
Additional resources or
requirements to
complete module
successfully
Voltydse toegang tot Internet, of toegang van tyd tot tyd, spesifieke
sagteware, toerusting soos ‘n rekenaar/ skootrekenaar.
Access to internet all the time, or access from time to time, specific
software, equipment such as a pc/laptop
Dosent en kontakinligting vir elke kampus
Lecturer and contact information for every campus
Mahikengkampus
Mahikeng Campus
Dosent(e)
Name of lecturer(s)
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Kantoortelefoon
Office telephone
Sal via Efundi
gekommunikeer
word / To be
communicated via
Efundi
Gebou- en
kantoornommer
Building and Office nr
Sal via Efundi
gekommunikeer
word / To be
communicated
via Efundi
1
E-posadres
Email address
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Spreekure
Consulting hours
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Onderrigassistente
Teaching assistants
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Potchefstroomkampus
Potchefstroom Campus
Dosent(e)
Name of lecturer(s)
Prof. Roland Goldberg
Kantoortelefoon
Office telephone
018 285 2207
E-posadres
Email address
Roland.Goldberg@nwu.ac.za
Spreekure
Consulting hours
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Onderrigassistente
Teaching assistants
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Gebou- en kantoornommer
Building and Office nr
E3 - 259
Vaaldriehoekkampus
Vaal Triangle Campus
Dosent(e)
Name of lecturer(s)
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Kantoortelefoon
Office telephone
Sal via Efundi
gekommunikeer
word / To be
communicated via
Efundi
E-posadres
Email address
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Spreekure
Consulting hours
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Onderrigassistente
Teaching assistants
Sal via Efundi gekommunikeer word / To be communicated via Efundi
Gebou- en
kantoornommer
Building and Office nr
Sal via Efundi
gekommunikeer
word / To be
communicated
via Efundi
2
Inleiding
Introduction
Doel van die module:
Purpose of the module:
Kleinhandelbestuur speel ’n kritiese rol in die sukses van enige onderneming wat produkte of dienste
aan die publiek verskaf. In 'n era waar verbruikersgedrag en marktoestande voortdurend verander,
moet kleinhandelaars strategiese, dinamiese en verbruikersgesentreerde benaderings volg om
mededingend te bly. Hierdie module bied jou die geleentheid om die kernbegrippe en -prosesse van
kleinhandelbestuur te bemeester, terwyl jy ook praktiese vaardighede ontwikkel wat jou in staat sal
stel om suksesvol te wees in die uitdagende en voortdurend veranderende kleinhandelsektor.
Die doel van hierdie module is om studente toe te rus met 'n grondige begrip van kleinhandelbestuur.
Dit sluit in die ontwikkeling van kennis oor hoe om kleinhandelondernemings strategies te bestuur,
insluitend voorraadbestuur, kliëntediens, winkelontwerp, en bemarkingsstrategieë. Studente sal leer
hoe om 'n mededingende voordeel te skep, hoe om kliënteverhoudings te bou en te onderhou, en
hoe om tendense in die globale kleinhandelsmark te evalueer. Deur die module sal jy leer om krities
na kleinhandelsituasies te kyk, strategiese besluite te neem, en planne te ontwikkel wat aanpasbaar
is vir die hedendaagse kleinhandelomgewing.
Retail management plays a critical role in the success of any business that provides products or
services to the public. In an era where consumer behaviour and market conditions are constantly
evolving, retailers must adopt strategic, dynamic and consumer-centric approaches to remain
competitive. This module offers you the opportunity to master the core concepts and processes of
retail management while developing practical skills that will enable you to thrive in the challenging
and ever-changing retail sector.
The purpose of this module is to equip students with a comprehensive understanding of retail
management. This includes developing knowledge on how to strategically manage retail businesses,
covering areas such as inventory management, customer service, store layout and marketing
strategies. Students will learn how to build a competitive advantage, foster and maintain customer
relationships and evaluate trends in the global retail market. Throughout the module, you will learn
to critically analyse retail situations, make strategic decisions and develop adaptable plans for the
modern retail environment.
Onderrig en leer in hierdie module
Teaching and learning in this module
Module-uitkomste:
• Kennis van kleinhandelbestuur te
demonstreer.
• 'n Situasie-ontleding te doen.
• Gepaste teikenklante vir 'n
kleinhandelwinkel te identifiseer.
• 'n Gepaste ligging vir 'n kleinhandelwinkel
te kies.
• Kennis oor die bestuur van 'n
kleinhandelwinkel te demonstreer.
• Kennis oor voorraadbestuur en
prysbepaling van produkte in 'n
kleinhandelwinkel te demonstreer.
• Te kommunikeer met klante.
Assesseringskriteria:
• Die verskillende aspekte van
kleinhandelbestuur op 'n gevorderde vlak te
bespreek.
• Kommentaar te lewer op die kennis en
vaardighede wat benodig word om 'n
doeltreffende
kleinhandelbestuursbesluitnemer en/of
konsultant te wees.
• Die rol van 'n persoon wat verantwoordelik
is vir kleinhandelbestuur te beskryf.
• Probleme wat relevant is tot
kleinhandelbestuur te identifiseer en 'n
reeks moontlike oplossings voor te stel en
'n gepaste oplossing aan te beveel met die
nodige regverdiging.
3
• 'n Kleinhandelplan te skryf.
• Kommentaar te lewer op die
implementering van oplossings vir
kleinhandelbestuursverwante probleme
en/of oplossings.
• Onafhanklik te funksioneer en volle
verantwoordelikheid vir jou eie leer te neem
en leerhulpbronne effektief te bestuur om
die module suksesvol af te handel.
• Effektief saam te werk en deel te neem aan
alle deurlopende assesserings en 'n
betekenisvolle bydrae tot die besprekings
tydens kontaksessies te lewer.
• Professioneel en eties te kommunikeer in
skriftelike formaat, met 'n begrip van
kopiereg en plagiaat deur alle assesserings
heen.
Module outcomes:
Assessment criteria:
• Demonstrate knowledge of retail
management.
• Discuss the various aspects of retail
management on an advanced level.
• Conduct a situational analysis.
• Comment on the knowledge and skills
required to be an effective retail
management decision-maker and/or
consultant.
• Target appropriate customers for a retail
outlet.
• Select an appropriate location for a retail
outlet.
• Demonstrate knowledge of the
management of a retail outlet.
• Demonstrate knowledge of the
management of merchandise and the
pricing of products in a retail outlet.
• Identify how to communicate with
customers.
• Write a retail plan.
• Describe the role of an individual tasked
with retail management.
• Identify problems relevant to retail
management and present a range of
possible solutions and recommend an
appropriate solution with required
justification.
• Comment on the implementation of
solutions to retail management-related
problems and/or solutions.
• Function independently and take full
responsibility for own learning and manage
learning resources effectively to complete
the module successfully.
• Participate and collaborate effectively with
other students in the module.
• Participate in all continuous assessments
while continuously making a meaningful
contribution to discussions during contact
sessions.
• Communicate professionally and ethically
in writing with an understanding of
copyright and adhere to the rule of
plagiarism throughout assessments.
4
Moduleplan
Module plan
Sal via Efundi gekommunikeer word
To be communicated via Efundi
Assessering
Assessment
Vereistes vir suksesvolle afhandeling van die module
Requirements for successful completion of the module
Vir die Deurlopende assesseringsbenadering
For the Continuous Assessment Approach:
Vir kleinhandelbestuur sal ons 'n deurlopende assesseringsbenadering volg. Jy moet drie (3)
individuele opdragte en een (1) groepopdrag voltooi in hierdie module. Om die module te slaag,
benodig jy 'n minimum van 50% vir die module, gebaseer op die vier assesserings gesamentlik.
For retail management, we will follow a continuous assessment approach. You must complete three
(3) individual assignments and one (1) group assignment in this module. To pass the module you
need a minimum of 50% for the module from the four assessments combined.
Assesseringsplan:
Assessment plan:
Formative assessment methods:
Calculation of marks:
• Individuele Opdrag 1
• Individuele Opdrag 2
20%
• Individuele Opdrag 3
30%
• Groepopdrag
30%
Formative assessment methods:
20%
Calculation of marks:
• Individual Assignment 1
20%
• Individual Assignment 2
20%
• Individual Assignment 3
30%
• Group Assignment
30%
5
Studiemateriaal
Study material
Leeslys:
Reading list:
•
•
•
Berman, B., Evans, J.R., & Chatterjee, P. 2021. Retail Management: A Strategic Approach.
13th ed. United Kingdom: Pearson. https://studylib.net/doc/25876772/retail-management
Ganapathy, V. 2017. Modern Day Retail Management. 1st ed. Bookboon The eBook
Company. https://mmimert.edu.in/images/books/modern-day-retail-marketingmanagement.pdf
Levy, M. & Grewal, D. 2023. Retailing Management. 11thed. United States of America:
McGraw Hill.
https://s3.amazonaws.com/lumenlearning/success/Master+PDFs/Waymaker/RetailManagem
ent_2-6-19.pdf
Tydsbestuur
Time management
Om jou tyd optimaal te gebruik, is dit belangrik om die volgende in ag te neem:
•
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Vir elke klasessie moet jy reeds die leeruitkomste bemeester het.
Klasessies sal gebruik word vir probleemoplossing deur middel van fasilitering en bespreking
van aktiwiteite om waarde toe te voeg.
Dit is belangrik dat jy die relevante oefeninge voltooi soos aangedui deur die dosent voor
elke klasessie.
Die aantal klasessies en werkopdragte word in die werkskedule aangedui, maar bly
onderhewig aan veranderinge. Jy mag vereis word om in groepverband te werk om jou
perspektiewe te verbreed.
To utilise your time optimally, it is important to take note of the following:
•
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For each class session, you should already have mastered the learning outcomes.
Class sessions will be used for problem-solving through facilitation and discussion of
activities to add value.
It is important that you complete the relevant exercises as instructed by the lecturer before
each class session.
The number of class sessions and assignments are indicated in the work schedule
but remain subject to change. You might be required to work in group settings to broaden
your perspectives.
Plagiaat, Kunsmatige Intelligensie en Akademiese Integriteit
Plagiarism, Artificial Intelligence and Academic Integrity
•
•
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Wanneer jy ʼn werkopdrag indien, moet dit altyd jou eie individuele werk wees, tensy dit duidelik
as ʼn groepaktiwiteit aangedui word.
Om teks van ander leerders of bronne te kopieer sonder om krediet te gee deur die bron aan te
haal en die bron by jou verwysingslys te voeg, word as plagiaat beskou.
Wanneer jy inligting uit ʼn bron gebruik, moet jy die teks parafraseer. Dit beteken om die inligting
in jou eie woorde te herformuleer om weer te gee wat jy gelees het. Die werkopdrag het nie ten
doel om bestaande materiaal te reproduseer nie, maar om vas te stel of jy tekste kan integreer,
6
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•
•
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jou eie interpretasie en/of kritiek op die tekste kan byvoeg, en ʼn kreatiewe oplossing vir
bestaande probleme kan bied.
Dit is jou verantwoordelikheid om jouself te vergewis van die NWU se Akademiese
Integriteitsbeleid en jou nie aan plagiaat skuldig te maak nie.
Daar word algemeen aanvaar dat die gebruik van Kunsmatige Intelligensie-hulpmiddels (AI) soos
ChatGPT nie toelaatbaar is nie, tensy dit duidelik só gestel word. Let daarop dat die NWU van
Turnitin gebruik maak om plagiaat en/of die gebruik van Kunsmatige Intelligensie te identifiseer.
Jy is daarvoor verantwoordelik om jou dosente se standpunt oor die gebruik van KI te bevestig en
jouself te vergewis van die NWU-riglyne oor die Verantwoordelike en Etiese gebruik van
Kunsmatige Intelligensie.
Onthou dat taalversorgingshulpmiddels en/of parafraseringshulpmiddels as ʼn vorm van KI beskou
word en moontlik deur Turnitin uitgewys sal word. Stoor altyd ʼn kopie van jou oorspronklike,
ongeredigeerde werk voordat jy dit by enige van hierdie hulpmiddels indien.
Plagiaat of die onetiese gebruik van AI is ʼn ernstige oortreding. Dissiplinêre stappe kan insluit: ʼn
aansienlike aantal punte wat afgetrek word en/of rapportering op die AIITSA-stelsel. Vir verdere
inligting, besoek die NWU-bladsy oor Akademiese Integriteit.
Dit is ook oneties en onaanvaarbaar om iemand anders se werk te doen, dit aan iemand anders
uit te leen, of beskikbaar te stel om gekopieer te word.
Die oplaai van studiegidse, eksamens, toetse of werkopdragte en hul memorandums op aanlyn
platforms soos StuDocu word ook nie toegelaat nie. Hierdie dokumente is die NWU se
intellektuele eiendom en is onderhewig aan kopieregwette.
•
When you submit an assignment, it should always be your own individual work unless clearly
indicated as a group activity.
•
Copying text from other learners or sources without giving credit by citing the source and adding
the source to your reference list is considered plagiarism.
•
When you use information from a source, you should paraphrase the text. This means reformulating
the information in your own words to explain what you have read. The assignment aims not to
reproduce existing material but to ascertain whether you can integrate texts, add your own
interpretation and/or critique the texts, and offer a creative solution to existing problems.
•
It is your responsibility to familiarise yourself with the NWU Academic Integrity Policy and not make
yourself guilty of plagiarism.
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It is generally assumed that using Artificial Intelligence (AI) tools such as ChatGPT is not allowed
unless clearly stated. You should note that the NWU uses Turnitin to detect plagiarism and/or the
use of Artificial Intelligence.
•
You are responsible for confirming your lecturers' stance on using AI and familiarising yourself with
the NWU Guidelines on the Responsible and Ethical use of Artificial Intelligence.
•
Remember that language editing tools and/or paraphrasing tools are considered a form of AI and
might be flagged by Turnitin. Always save a copy of your original, unedited work before you submit
it to any of these tools.
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Plagiarism or the unethical use of AI is a serious offence. Disciplinary steps may include a significant
deduction of marks and/or being reported on the AIITSA system. For more information, visit the
NWU page on Academic Integrity.
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It is also unethical and unacceptable to do someone else's work, lend it to someone else, or make
it available to be copied.
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Uploading study guides, exams, tests or assignments and their memos onto online platforms such
as StuDocu is also not permitted. These documents are the intellectual property of the NWU and
are subject to copyright laws.
7
Leereenhede
Study units
Dit is slegs ʼn oorsig van die temas/onderwerpe met hul uitkomste, aktiwiteite/assessering en
studiemateriaal.
This is only an overview of the themes/topics with their outcomes, activities/assessment and study
material.
1
Die Wêreld van Kleinhandel
The World of Retailing
Tyd aanbeveel om hierdie leereenheiduitkomste te bemeester: 28 uur
Recommended time to master these study unit outcomes: 28 hours
Oorsig van die leereenheid
Overview of the study unit
In hierdie leereenheid sal jy leer oor die belangrikheid van die kleinhandelsektor vir die ekonomie,
en in die algemeen, vir die samelewing as 'n geheel en hoe kleinhandel besig is om te ontwikkel.
Hierdie leereenheid sal jou die kennis gee om geleenthede binne kleinhandel te herken, die
strategiese besluitnemingsproses in kleinhandelbestuur te verstaan, en kleinhandelaars te definieer
op grond van verskillende kenmerke. Hierdie leereenheid gee 'n oorsig van die verskillende soorte
voedselkleinhandelaars en algemene handelswarekleinhandelaars. Dit sal ook verduidelik hoe om
tussen handelswarekleinhandelaars en diensverskaffers te onderskei, sowel as die verskillende
eienaarskapopsies wat vir kleinhandelorganisasies bestaan.
In this study unit, you will learn about the importance of the retail industry to the economy, more
generally, to society as a whole and how retailing is evolving. This study unit will provide you with
the know-how to recognise opportunities within retailing, understand the strategic retail management
decision process and define retailers based on different characteristics. This study unit outlines the
various types of food retailers and general merchandise retailers. This study unit will also outline
how to differentiate between merchandise retailers and service providers, as well as the types of
ownership options that exist for retail organisations.
Leeruitkomste
Learning outcomes
Na betrokkenheid met die materiaal en aktiwiteite in hierdie leereenheid behoort jy in staat
te wees om:
After engaging with the materials and activities in this study unit you should be able to:
•
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Ondersoek verskeie kleinhandelaktiwiteite.
Examine various retailing activities.
Besef die belangrikheid van kleinhandel in wêreldekonomieë.
Realise the importance of retailing in world economies.
Ontleed die veranderende kleinhandelsbedryf.
Analyse the changing retail industry.
Erken die geleenthede vir jou in kleinhandel.
Recognise the opportunities for you in retailing.
Verstaan die strategiese besluitnemingsproses in kleinhandelbestuur.
Understand the strategic retail management decision process.
Modelleer die verskillende kenmerke wat kleinhandelaars definieer.
Model the different characteristics that define retailers.
8
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Klassifiseer die verskillende tipes voedselkleinhandelaars.
Classify the various types of food retailers.
Ondersoek die verskillende tipes algemene handelswarekleinhandelaars.
Examine the various types of general merchandise retailers.
Onderskei tussen handelswarekleinhandelaars en diensverskaffers.
Differentiate between merchandise retailers and service providers.
Illustreer die verskillende eienaarskaptipes vir kleinhandelorganisasies.
Illustrate the types of ownership for retail organisations.
Studiemateriaal
Study Material
Om die bogenoemde leeruitkomste te bereik, gebruik die volgende leeslys:
To reach the above learning outcomes, make use of the following reading list:
•
•
•
Berman, B., Evans, J.R., & Chatterjee, P. 2021. Retail Management: A Strategic Approach.
13th ed. United Kingdom: Pearson. https://studylib.net/doc/25876772/retail-management
Ganapathy, V. 2017. Modern Day Retail Management. 1st ed. Bookboon The eBook
Company. https://mmimert.edu.in/images/books/modern-day-retail-marketingmanagement.pdf
Levy, M. & Grewal, D. 2023. Retailing Management. 11thed. United States of America:
McGraw Hill.
https://s3.amazonaws.com/lumenlearning/success/Master+PDFs/Waymaker/RetailManagem
ent_2-6-19.pdf
Assessering
Assessment
Sal via Efundi gekommunikeer word.
To be communicated via Efundi.
2
Kleinhandelmarkstrategie
Retail Marketing Strategy
Tyd aanbeveel om hierdie leereenheiduitkomste te bemeester: 28 uur
Recommended time to master these study unit outcomes: 28 hours
Oorsig van die leereenheid
Overview of the study unit
Hierdie leereenheid sal die ontwikkeling van 'n kleinhandelbemarkingstrategie dek. Hierdie
leereenheid sal uiteensit hoe om 'n volhoubare mededingende voordeel te bou, terwyl dit ook
illustreer hoe jy verskillende strategiese groeigeleenthede kan identifiseer wat kleinhandelaars kan
nastreef. Verder sal hierdie leereenheid die kwessies ondersoek wat ontstaan wanneer plaaslike
kleinhandelaars wêreldwye kleinhandelaars word. Dit sal ook 'n gedetailleerde ontleding voorsien
van die stappe wat kleinhandelaars moet deurgaan om 'n strategiese plan te ontwikkel.
This study unit will cover the development of a retail marketing strategy. This study unit will outline
how to build a sustainable competitive advantage while illustrating how you can identify different
strategic growth opportunities for retailers to pursue. Furthermore, this study unit will examine the
issues that arise as domestic retailers become global retailers. It will also provide a detailed analysis
of the steps retailers need to go through to develop a strategic plan.
9
Leeruitkomste
Learning outcomes
Na betrokkenheid met die materiaal en aktiwiteite in hierdie leereenheid behoort jy in staat
te wees om:
After engaging with the materials and activities in this study unit, you should be able to:
•
•
•
•
•
Definieer kleinhandelstrategie.
Define retail strategy.
Illustreer hoe kleinhandelaars 'n volhoubare mededingende voordeel bou.
Illustrate how retailers build a sustainable competitive advantage.
Klassifiseer die verskillende strategiese groeigeleenthede wat kleinhandelaars nastreef.
Classify the different strategic growth opportunities retailers pursue.
Ondersoek die kwessies wat ontstaan wanneer plaaslike kleinhandelaars wêreldwye
kleinhandelaars word.
Examine issues that arise as domestic retailers become global retailers.
Modelleer die stappe wat kleinhandelaars deurgaan om 'n strategiese plan te ontwikkel.
Model the steps retailers go through to develop a strategic plan.
Studiemateriaal
Study material
Om die bogenoemde leeruitkomste te bereik, gebruik die volgende leeslys:
To reach the above learning outcomes, make use of the following reading list:
•
•
•
Berman, B., Evans, J.R., & Chatterjee, P. 2021. Retail Management: A Strategic Approach.
13th ed. United Kingdom: Pearson. https://studylib.net/doc/25876772/retail-management
Ganapathy, V. 2017. Modern Day Retail Management. 1st ed. Bookboon The eBook
Company. https://mmimert.edu.in/images/books/modern-day-retail-marketingmanagement.pdf
Levy, M. & Grewal, D. 2023. Retailing Management. 11thed. United States of America:
McGraw Hill.
https://s3.amazonaws.com/lumenlearning/success/Master+PDFs/Waymaker/RetailManagem
ent_2-6-19.pdf
Assessering
Assessment
Individuele Opdrag
Individual Assignment
3
Bestuur van die Handelswarebeplanningsproses
Managing the Merchandise Planning Process
Tyd aanbeveel om hierdie leereenheiduitkomste te bemeester: 28 uur
Recommended time to master these study unit outcomes: 28 hours
Oorsig van die leereenheid
Overview of the study unit
In hierdie leereenheid sal jy leer oor handelswarebestuursorganisasie en prestasiemaatstawwe, en
onderskeid tref tussen die handelswarebestuursprosesse vir basiese en mode-handelsware. Verder
fokus hierdie leereenheid op die voorspelling van verkope vir handelswarekategorieë, die hantering
van kompromieë vir die ontwikkeling van handelsware-reekse, die bepaling van gepaste
voorraadvlakke, handelswarebeheerstelsels, hoe meerwinkelkleinhandelaars handelsware aan
winkels toewys,
en die meting van die prestasie
van kleinhandelaars se
handelswarebestuursbesluite.
10
In this study unit, you will learn about merchandise management organisation and performance
measures, differentiating between the merchandise management processes for staple and fashion
merchandise. In addition, this study unit focuses on predicting sales for merchandise categories,
engaging in trade-offs for developing merchandise assortments, determining appropriate inventory
levels, merchandise control systems, how multistore retailers allocate merchandise to stores and
measuring the performance of retailers’ merchandise management decisions.
Leeruitkomste
Learning outcomes
Na betrokkenheid met die materiaal en aktiwiteite in hierdie leereenheid behoort jy in staat
te wees om:
After engaging with the materials and activities in this study unit you should be able to:
•
•
•
•
•
•
•
•
Ondersoek die handelswarebestuursorganisasie en prestasiemaatstawwe.
Examine the merchandise management organisation and performance measures.
Onderskei tussen die handelswarebestuursprosesse vir basiese en mode-handelsware.
Differentiate between the merchandise management processes for staple and fashion
merchandise.
Voorspel verkope vir handelswarekategorieë.
Predict sales for merchandise categories.
Som die kompromieë op vir die ontwikkeling van handelswarereekse.
Summarise the trade-offs for developing merchandise assortments.
Illustreer hoe om die gepaste voorraadvlakke te bepaal.
Illustrate how to determine the appropriate inventory levels.
Ontleed handelswarebeheerstelsels.
Analyse merchandise control systems.
Interpreteer hoe meerwinkel-kleinhandelaars handelsware aan winkels toewys.
Interpret how multistore retailers allocate merchandise to stores.
Evalueer die prestasie van kleinhandelaars se handelswarebestuursbesluite.
Evaluate the performance of retailers’ merchandise management decisions.
Studiemateriaal
Study material
Om die bogenoemde leeruitkomste te bereik, gebruik die volgende leeslys:
To reach the above learning outcomes, make use of the following reading list:
•
•
•
Berman, B., Evans, J.R., & Chatterjee, P. 2021. Retail Management: A Strategic Approach.
13th ed. United Kingdom: Pearson. https://studylib.net/doc/25876772/retail-management
Ganapathy, V. 2017. Modern Day Retail Management. 1st ed. Bookboon The eBook
Company. https://mmimert.edu.in/images/books/modern-day-retail-marketingmanagement.pdf
Levy, M. & Grewal, D. 2023. Retailing Management. 11thed. United States of America:
McGraw Hill.
https://s3.amazonaws.com/lumenlearning/success/Master+PDFs/Waymaker/RetailManagem
ent_2-6-19.pdf
Assessering
Assessment
Individuele Opdrag
Individual Assignment
11
4
Winkeluitleg, Ontwerp en Visuele Handelsware-Aanbieding
Store Layout, Design and Visual Merchandising
Tyd aanbeveel om hierdie leereenheiduitkomste te bemeester: 48 uur
Recommended time to master these study unit outcomes: 48 hours
Oorsig van die leereenheid
Overview of the study unit
Vir organisasies wat in kleinhandel betrokke is, is dit noodsaaklik dat kleinhandelaars bewus is van
die kritieke kwessies wat oorweeg moet word wanneer 'n winkel ontwerp word. Hierdie leereenheid
sal dus insig gee in die voordele en nadele van alternatiewe winkeluitlegte, hoe om winkellokaal aan
handelsafdelings en kategorieë toe te ken, die beste tegnieke vir handelsware-aanbieding, en 'n
dieper begrip van hoe kleinhandelaars 'n meer aantreklike inkopie-ervaring kan skep.
For organisations engaged in retail it is imperative that retailers are aware of the critical issues that
need to be considered when designing a store. As such, this study unit will provide insight into the
advantages and disadvantages of alternative store layouts, how to assign store floor space to
merchandise departments and categories, the best techniques for merchandise presentation and a
deeper understanding of how retailers can create a more appealing shopping experience.
Leeruitkomste
Learning outcomes
Na betrokkenheid met die materiaal en aktiwiteite in hierdie leereenheid behoort jy in staat
te wees om:
After engaging with the materials and activities in this study unit, you should be able to:
•
•
•
•
•
Identifiseer die kritieke kwessies wat kleinhandelaars moet oorweeg wanneer hulle 'n winkel
ontwerp.
Identify the critical issues retailers need to consider when designing a store.
Lys die voordele en nadele van alternatiewe winkeluitlegte.
List the advantages and disadvantages of alternative store layouts.
Beskryf hoe om winkellokaal toe te ken aan handelsware-afdelings en kategorieë.
Describe how to assign store floor space to merchandise departments and categories.
Illustreer die beste tegnieke vir handelsware-aanbieding.
Illustrate the best techniques for merchandise presentation.
Verstaan hoe kleinhandelaars 'n aantrekliker inkopie-ervaring kan skep.
Understand how retailers can create a more appealing shopping experience.
Studiemateriaal
Study material
Om die bogenoemde leeruitkomste te bereik, gebruik die volgende leeslys:
To reach the above learning outcomes, make use of the following reading list:
•
•
•
Berman, B., Evans, J.R., & Chatterjee, P. 2021. Retail Management: A Strategic Approach.
13th ed. United Kingdom: Pearson. https://studylib.net/doc/25876772/retail-management
Ganapathy, V. 2017. Modern Day Retail Management. 1st ed. Bookboon The eBook
Company. https://mmimert.edu.in/images/books/modern-day-retail-marketingmanagement.pdf
Levy, M. & Grewal, D. 2023. Retailing Management. 11thed. United States of America:
McGraw Hill.
https://s3.amazonaws.com/lumenlearning/success/Master+PDFs/Waymaker/RetailManagem
ent_2-6-19.pdf
12
Assessering
Assessment
Groepopdrag
Group Assignment
5
Kliëntediens
Customer Service
Tyd aanbeveel om hierdie leereenheiduitkomste te bemeester: 28 ure
Recommended time to master these study unit outcomes: 28 hours
Oorsig van die leereenheid
Overview of the study unit
In hierdie leereenheid oor kliëntediens, sal jy die verskillende maniere ondersoek waarop kleinhandelaars
kliëntediens balanseer deur middel van personalisering en aanpassing. Verder sal die leereenheid die
maniere beklemtoon waarop klante 'n kleinhandelaar se kliëntediens evalueer en die aktiwiteite illustreer
wat 'n kleinhandelaar kan onderneem om hoë kwaliteit kliëntediens te lewer. Hierdie leereenheid sal ook
die diensfoutstrategieë uiteensit wat beskikbaar is vir kleinhandelaars.
In this study unit on customer service, you will delve into the various ways in which retailers balance
customer service through personalisation and customisation. Furthermore, the study unit will highlight the
ways in which customers evaluate a retailer’s customer service and illustrate the activities a retailer can
undertake to provide high-quality customer service. This study unit will also outline the service failure
strategies available to retailers.
Leeruitkomste
Learning outcomes
Na betrokkenheid met die materiaal en aktiwiteite in hierdie leereenheid behoort jy in staat
te wees om:
After engaging with the materials and activities in this study unit you should be able to:
•
•
•
•
•
Onderskei tussen die maniere waarop kleinhandelaars kliëntediens balanseer deur middel van
personalisering en aanpassing.
Differentiate between the ways in which retailers balance customer service through
personalisation and customisation.
Ondersoek die maniere waarop klante 'n kleinhandelaar se kliëntediens evalueer.
Examine the ways in which customers evaluate a retailer’s customer service.
Pas die aktiwiteite toe wat 'n kleinhandelaar kan onderneem om hoë kwaliteit kliëntediens te
lewer.
Apply the activities a retailer can undertake to provide high-quality customer service.
Rapporteer oor die tegnologiese verbetering van sosiale teenwoordigheid.
Report on the technology enhancement of social presence.
Ondersoek die diensfoutstrategieë van kleinhandelaars.
Examine the service failure strategies of retailers.
13
Studiemateriaal
Study material
Om die bogenoemde leeruitkomste te bereik, gebruik die volgende leeslys:
To reach the above learning outcomes, make use of the following reading list:
•
•
•
Berman, B., Evans, J.R., & Chatterjee, P. 2021. Retail Management: A Strategic Approach. 13th
ed. United Kingdom: Pearson. https://studylib.net/doc/25876772/retail-management
Ganapathy, V. 2017. Modern Day Retail Management. 1st ed. Bookboon The eBook Company.
https://mmimert.edu.in/images/books/modern-day-retail-marketing-management.pdf
Levy, M. & Grewal, D. 2023. Retailing Management. 11thed. United States of America: McGraw
Hill.
https://s3.amazonaws.com/lumenlearning/success/Master+PDFs/Waymaker/RetailManagement_
2-6-19.pdf
Assessering
Assessment
Individuele Opdrag
Individual Assignment
14