In today's very competitive retail environment, retailers need to be proactive. They also need to be able to adapt to changing situations and be aware of the latest trends in retailing in order to remain competitive.

This second edition of Introduction to Retailing focuses on the key elements and components involved in starting a retail business as well as the practical issues that surround retailing. These issues include:

• The store location
• The store front, layout and interior design
• Knowing who the customers are and how they buy
• The right kinds of products to sell
• Selecting suppliers
• Managing stock and limiting shrinkage
• Setting the correct price
• Planning markdowns and price changes
• Developing a marketing communication plan
• Integrating all of the above into a comprehensive and practical plan.

Essentials of marketing introduces the fundamentals upon which effective marketing strategies are based. This updated third edition includes information and strategies that are crucial in the world of marketing today. A new chapter on Marketing planning, implantation and control adds value to this successful publication. This work is ideal for the marketing practitioner who wants a practical approach to the issues of marketing today.

Operations and management principles for contact centres is the first SAQA-aligned, academic title on contact centre operations, produced by a collective of professionals representing the academic dimension of the contact centre industry in South Africa. Contact centre operations is a relatively new industry. Several South African agencies, institutes, organisations and professional bodies are promoting and developing it in order to satisfy international and national market demands. Accordingly, additional information, knowledge and experience are needed to improve on how organisations integrate core business processes into these centres. In response to this need the industry is now being represented in higher education. Extensive supplementary material has been created to go with the main text. A CD enclosed with the title contains material for the student/CSR, which includes a comprehensive set of questions, role-plays, assignments and an industry-specific dictionary. The lecturer support material, which includes industry-specific video clips, the answers to the student questions and the industry.