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Exercise on White/Brown Goods Retailing

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Submitted By ddetra
Words 1708
Pages 7
Part I

a) Retail business description

For this exercise I will take as example a retail chain of electronics products based in Belgium, called VandenBorre (VdB). Asides being one of their regular client and knowing someone working there, I have previous experience in this sector, having worked as sales assistant in a similar shop in 1996-7.
Currently VdB offers a variety of services. With 58 stores at present, they are among the top retailers in this sector in Belgium, for both small and big electronic products. They are present in many shopping centers, and popular commercial districts.
Their offer a best price guaranteed on all their products, committing to reimburse the difference, if a customer find a cheaper offer elsewhere. This has been part of their marketing campaign for quite a long time, together with promoting an excellent customer service.
VdB also complement their products offer with other services, such as warranty extensions, free delivery, installation and disposal of old appliances, purchase financing. More recently they included a remote helpdesk service for all sorts of computer related problems and their BtoB service, to help and assist companies with their needs.
Typically every department of each store would have a dedicated salesperson/expert.
With a growth of more than a store each year (5 in the last 4 years - Lalibre.be, 2007-2012) they inevitably grew passed the traditional retailer phase into a more mature and vulnerable (wheel of retailing terminology by Varley and Rafiq, 2004). VdB is currently part of one of the top 3 european group of electronics retailing chains, namely Kesa.

b) PEEST

Political/legal
Having introduced a variety of services to customers, VdB requires to collect information which are subject to be treated in a certain way, according to privacy protection legislation. VdB had to introduce strict

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