502 Retailing and E-tailing standard of living. Level of material comfort as measured by the goods, services, and luxuries available to people quality of life. (1) stickiness. Describes how long visitors stay on a website. (13) stock shrinkage. Difference between perpetual inventory and the actual physical inventory. (7) stock turnover. Number of times merchandise is sold in a given period of time. (7) stockholders. People who invest money in a company through buying stock, or a part ownership. (2) store consultant. See personal shopper. store image. Perception or impression created by the location, design, and décor of a retail business. (12) store layout. Floor plan that shows how the space in a store is used. (12) store manager. Person in charge of the overall well-being of a retail store. (15) storefront. Exterior signs and logos, marquee, display windows, entrances, outdoor lighting, landscaping, and the building itself. (12) storming. Stage two of team development that occurs when team members become less patient with the team process, as well as with one another, and start to experience confl ict. (16) storyboard. Series of drawings that helps a web designer see what the website should look like. (14) street vendor. Retailer who sets up a portable store outdoors on a sidewalk, in a parking lot, or in an open-air market. (3) style. Visual elements in HTML that are displayed on completed web pages. (14) substitute selling. Offering a different product that still meets the customer’s needs. (10) suggestion selling. Offering items that work with the product a customer just purchased. (10) supercenter. Very large discount department store that also sells a complete line of grocery products also called a hypermarket. (2) supervise. Make sure employees perform their jobs. (15) supply. Amount of product retailers are willing to offer, or the overall quantity of merchandise available. (1, 8) supply chain. Businesses, people, and activities involved in creating products and delivering them to end users. (1) supply chain management. Process of coordinating the manufacturers, wholesalers, agents, and retailers to get products into the hands of the consumers. (1) surveillance. Closely observing activity within a store to detect and prevent crimes. (18) survey. Set of questions asked to a group of people to determine how that group thinks, feels, or acts. (4) symmetrical balance. The placement of identical items on either side of an imaginary centerline on a display also known as formal balance. (12) synchronous service. When a customer asks a question and receives a response to his or her question in real time. (11) T tables. Web page layout tool used to display data in rows and columns, keeping the elements neatly aligned for easy reading. (14) target market. Specifi c group of customers to which retailers aim to sell their products and services. (5) team. Two or more people working together to reach a goal. (16) teamwork. Action of people who come together for the purpose of a common goal. (16) template. Page that contains all of the elements common to every page on a website. (14) test marketing. Placing a new product in selected stores to test customer response in actual selling conditions. (4) thumbnail. See thumbnail image. thumbnail image. Small product image that has a very small fi le size also called thumbnail. (13) time management. Ability to organize time and work assignments to increase personal effi ciency. (16) tone. Impression of the overall content of the message. (9) town center. Open-air shopping center with many retailers. (2) trade discount. The amount that a vendor reduces the list price or manufacturer’s suggested retail price (MSRP). (6) trade publication. Publication, usually a magazine, that is geared toward people who work in a specifi c industry. (6) trade secrets. See proprietary information. trademark. Type of intellectual property registration that protects taglines, slogans, names, symbols, and any unique method to identify a product or company. (17) traditional retailer. Store-based retailer that uses the fi ve senses (sight, touch, taste, smell, and hearing) to enhance the shopping experience. (2)