추가 적립 안내

1. 최근 시험에 가장 많이 출제되는 광고, 진열, 포장, 고객응대, 컴플레인에 대한 대응 등 판매실무에 관한 폭넓은 내용들을 최대한 반영하였습니다.

2. 근래 등장한 새로운 개념에 기반을 둔 시사적인 내용들까지 수험생들이 학습할 수 있도록 구성하였습니다.

3. 각 장마다 최근 기출문제들을 분석한 적중예상문제를 수록하여 수험생들이 학습한 내용을 다시 한 번 더 체크해 볼 수 있도록 하였습니다.

4. 최근 기출문제를(2020년)을 수록하여 기본적인 이론 학습이 끝난 후 수험생들이 스스로 학습한 내용을 평가해 볼 수 있도록 구성하였습니다.

▶ 동영상 강의 : www.iamedu.co.kr / www.kedui.com

1과목 유통물류일반관리

Chapter 01 유통의 이해
제1절 유통의 이해 ······················································4
1. 유통의 개념과 분류 / 4
3. 소매 유통기관의 유형과 특징 / 6
2. 유통경로의 필요성(중간상의 필요성) / 5
제2절 유통산업의 환경 ··················································13
1. 유통의 발전과정 / 13 2. 유통환경의 변화와 특징 / 14
제3절 유통경제 ························································16
1. 유통산업의 경제적 역할 / 16 2. 시장경제와 이윤 / 17
제4절 유통경로 및 구조 ·················································19
1. 유통경로의 개념 / 19
3. 유통경로의 유형과 관리 / 22
5. 유통경로의 믹스 / 28
7. 유통경로에서의 힘과 갈등관리 / 34
9. 소매업 발전에 관한 이론 / 39
11. 도매상의 유형 / 46
2. 유통경로의 유용성 / 19
4. 유통경로의 조직 / 24
6. 유통경로 결정에 관한 이론 / 31
8. 소매업의 기능 및 특성 / 36
10. 도매업의 기능 및 특성 / 44
12. 도매상의 마케팅 전략 / 49
적중예상문제 ·························································50

Chapter 02 유통경영전략
제1절 유통경영환경분석 ·················································68
1. 유통경영전략의 필요성과 이해 / 68
3. 유통경영의 외부적ㆍ내부적 요소분석 / 70
2. 유통기업의 비전과 목표 / 69
제2절 유통경영전략의 수립과 실행 ········································73
1. 경쟁우위와 경쟁전략 / 73 2. 경영혁신 / 77
적중예상문제 ·························································79

Chapter 03 유통경영관리
제1절 조직의 구성과 관리 ···············································87
1. 조직의 기초이론과 변천과정 / 87
3. 조직구조의 유형 / 90
5. 리더십 / 94
2. 조직의 설계 및 조직구조 / 87
4. 조직의 목표관리 / 93
6. 모티베이션 / 100
제2절 인적자원관리 ····················································106
1. 인적자원관리의 기초와 개념 / 106
3. 직무평가 / 110
5. 인적자원의 확보ㆍ개발활동 / 114
2. 직무분석 / 107
4. 인사고과 / 112
6. 인적자원의 보상활동 / 116
제3절 재무관리 ·······················································119
1. 재무관리의 개요 / 119
3. 재무분석 / 123
2. 자본예산과 자본조달 / 120
제4절 회계관리 ·······················································125
1. 회계의 기초 / 125 2. 재무회계의 개념체계 / 127
제5절 구매 및 조달관리 ················································130
1. 구매 및 조달관리의 개념과 절차 / 130
3. 공급자 선택 및 관리 / 133
2. 품질관리 / 131
4. 구매실무 / 134
적중예상문제 ························································139

Chapter 04 물류경영관리
제1절 도소매 물류의 이해 ··············································160
1. 도소매 물류의 기초 / 160 2. 도소매 물류의 고객서비스 / 166
제2절 도소매 물류관리 ·················································168
1. 수요예측 / 168
3. 운송, 보관 및 하역 / 173
5. 물류관리를 위한 정보기술 / 180
7. 물류 아웃소싱과 제3자 물류 / 184
2. 재고관리 / 172
4. 포장 및 하역 / 177
6. 물류비 / 182
8. 공급사슬관리 / 188
적중예상문제 ························································192

Chapter 05 유통기업의 윤리와 법규
제1절 기업윤리의 기본개념 ··············································211
1. 기업윤리의 기본개념 / 211 2. 유통기업의 사회적 책임 / 213
제2절 기업윤리의 기본원칙 ··············································214
1. 공리주의 / 214
3. 정의와 공평성 / 216
2. 권리와 의무 / 215
4. 개인과 기업의 윤리원칙 / 217
제3절 유통기업의 윤리경영 ··············································218
1. 인사관리의 윤리 / 218
3. 회계 및 재무관리의 윤리 / 220
5. 경영정보의 윤리 / 223
2. 마케팅관리의 윤리 / 219
4. 서비스와 제조물유통관리의 윤리 / 222
제4절 유통관련법규 ····················································223
1. 유통산업발전법 / 223
3. 소비자기본법 / 227
5. 전자상거래 등에서의 소비자보호에 관한 법률 / 231
2. 전자문서 및 전자거래기본법 / 226
4. 전통시장 및 상점가 육성을 위한 특별법 / 229
6. 방문판매 등에 관한 법률 / 232
적중예상문제 ························································234

2과목 상권분석

Chapter 01 유통 상권조사
제1절 상권의 개요 ·····················································248
1. 상권의 의의와 유형 / 248
3. 상권조사의 방법과 분석 / 252
2. 상권의 계층성 / 250
제2절 상권설정 및 분석 ················································255
1. 상권설정의 요소 / 255
3. 상권ㆍ입지분석의 주요이론 / 258
2. 상권분석의 개념과 평가방법 / 257
적중예상문제 ························································271

Chapter 02 도소매입지
제1절 도소매입지의 개요 ···············································295
1. 소매입지와 도매입지 / 295
제2절 입지별 유형 ·····················································296
1. 도심입지와 독립입지 / 296
3. 복합용도개발지역 / 304
2. 쇼핑센터 / 298
제3절 입지선정 및 분석 ················································306
1. 입지선정의 의의 / 306
3. 입지영향인자 / 320
5. 의류패션전문점의 입지선정 / 329
2. 소매입지의 평가 / 313
4. 백화점의 입지선정 / 327
6. 패션잡화점, 생활용품 전문점 및 식료품점의 입지선정 / 332
제4절 경쟁점 조사 ·····················································334
1. 경쟁점 조사 방법 / 334
3. 경쟁점 대책 / 338
2. 경쟁점 분석 / 336
적중예상문제 ························································341

Chapter 03 점포개점전략
제1절 점포개점계획 ····················································361
1. 점포개점의 의의와 원칙 / 361
3. 개점입지에 대한 법률적 검토 / 363
2. 출점을 위한 투자의 타당성 분석 / 362
제2절 점포의 개점과 폐점 ··············································366
1. 출점 및 개점 / 366
3. 업종전환과 폐점 / 370
2. 내점객 조사 / 368
적중예상문제 ························································372

3과목 유통마케팅

Chapter 01 유통마케팅 전략기획
제1절 유통마케팅 전략 ················································384
1. 유통마케팅의 개요 / 384
3. 소매고객의 특성 및 점포선택 / 392
2. 유통마케팅 환경분석 / 389
4. 구매자시장의 세분화와 표적시장의 선정 / 397
제2절 유통경쟁전략 ····················································403
1. 유통경쟁의 개요 / 403
3. 포지셔닝 전략 / 413
2. 환경 분석과 기업능력 분석 / 412
4. 서비스 마케팅 / 414
제3절 상품관리전략 ····················································420
1. 상품관리의 개요 / 420
3. 업태별 상품기획 / 428
5. 제품수명주기별 상품관리전략 / 432
2. 가격존과 브랜드에 의한 상품분류 / 425
4. 단품관리전략 / 430
제4절 가격관리전략 ····················································436
1. 가격관리의 개요 / 436
3. 가격설정정책 / 442
2. 가격설정의 방법 / 439
제5절 판매촉진 전략 ···················································447
1. 판매촉진 전략의 개요 / 447 2. 촉진믹스 / 451
적중예상문제 ························································458

Chapter 02 유통점포관리
제1절 점포구성과 레이아웃 ··············································492
1. 점포 레이아웃 관리 / 492
제2절 점포공간 및 환경관리 ·············································493
1. 매장의 공간관리 / 493 2. 매장의 내ㆍ외부 환경관리 / 494
제3절 상품진열 ·······················································495
1. 진열의 개요 / 495
3. 진열의 형식 및 기법 / 498
2. 진열의 기본조건 / 496
4. 상품포장 / 502
제4절 비주얼 프리젠테이션 ··············································504
1. 디스플레이 웨어 / 504
제5절 머천다이징 ·····················································504
1. 머천다이징의 개요 / 504
3. 상품의 발주와 재발주 / 510
2. 상품의 매입과 구매계획 / 506
4. 비주얼 머천다이징(VMD) / 512
적중예상문제 ························································514

Chapter 03 상품판매와 고객관리
제1절 상품판매와 고객서비스 ············································527
1. 상품판매의 의의 / 527
3. 고객 컴플레인 대응 / 530
2. 고객정보의 수집과 고객응대 / 528
제2절 CRM 전략 및 구현방안 ···········································533
1. CRM의 배경 및 장점 / 533 2. CRM의 유형과 구현단계 / 535
적중예상문제 ························································540

Chapter 04 마케팅 조사와 평가
제1절 유통마케팅 조사 ·················································547
1. 유통마케팅 조사의 개요 / 547
3. 유통마케팅 자료분석기법 / 554
2. 유통마케팅 조사의 절차와 방법 / 547
4. 마케팅 정보시스템 / 556
제2절 유통마케팅 성과평가 ··············································558
1. 유통마케팅 성과평가의 개요 / 558
3. 유통업의 성과평가 / 559
2. 유통마케팅 목표의 평가 / 558
4. 경로구성원의 평가 / 564
적중예상문제 ························································566

4과목 유통정보

Chapter 01 유통정보의 이해
제1절 정보의 개념과 정보화 사회 ·······································586
1. 정보와 자료의 개념 / 586
3. 정보혁명의 의의와 특성 / 589
5. 정보화 사회의 특징과 문제점 / 593
2. 정보와 자료, 지식 간의 관계 / 588
4. 정보화 사회의 개요 / 590
제2절 정보와 유통혁명 ·················································594
1. 유통정보혁명의 시대 / 594
2. 유통업에 있어서의 정보혁명과 유통업태의 변화 / 595
제3절 정보와 의사결정 ·················································596
1. 의사결정의 이해 / 596
3. 의사결정상의 오류와 정보 / 599
2. 의사결정의 종류와 정보 / 597
제4절 유통정보시스템 ··················································601
1. 정보시스템의 개념 및 설계 / 601
3. 정보시스템의 운영환경적 특성 / 606
5. 유통정보시스템의 구성요소 / 609
2. 정보시스템의 유형 / 603
4. 유통정보시스템의 중요성 / 608
6. 유통정보시스템의 구축 / 611
적중예상문제 ························································613

Chapter 02 지식경영
제1절 지식경영의 개념 ·················································626
1. 지식경제와 지식경영 / 626 2. 지식경영 관련 이론 / 627
제2절 지식경영 프로세스 ···············································629
1. 지식근로자와 지식경영자 / 629
3. 조직문화와 지식문화 / 631
2. 지적 자본과 지식기반 조직 / 630
4. 지식경영 프로세스 / 632
제3절 지식경영 정보기술과 지식관리시스템 ·································635
1. 지식경영 정보기술 / 635 2. 지식관리시스템 / 636
적중예상문제 ························································638

Chapter 03 주요 유통정보기술
제1절 바코드의 이해 ···················································647
1. 바코드와 유통정보화 / 647
3. 공통상품코드 / 655
5. 상품코드의 종류 / 662
2. 바코드와 국제표준 / 650
4. 상품코드체계 / 660
제2절 POS 시스템 ····················································665
1. POS 도입과 유통네트워크화 / 665 2. POS 시스템의 효과 / 667
제3절 POS 데이터의 분류 및 활용 ·······································667
1. POS 데이터의 분류 및 활용 / 667
3. POS 정보의 활용 / 669
2. POS 데이터의 수집과 분석 / 668
4. POS와 RFID / 670
제4절 EDI 구축 및 효과 ················································675
1. EDI의 의의 / 675
3. VAN, CALS, Internet, EDI / 678
2. EDI의 이용효과 / 677
제5절 QR 시스템 구축 및 효과 ·········································685
1. QR의 의의 / 685 2. QR의 효과 / 686
제6절 발주시스템 ·····················································689
1. 발주시스템 / 689 2. 공급자 주도형 재고관리 / 690
적중예상문제 ························································692

Chapter 04 유통정보의 활용
제1절 데이터 웨어하우징 ···············································719
1. 데이터 웨어하우징과 데이터 마이닝 / 719 2. 데이터 웨어하우징의 필요성과 특징 / 723
제2절 고객충성도 프로그램 ··············································724
1. 고객충성도 프로그램의 개념과 필요성 / 724
3. e-CRM / 728
2. 고객충성도 프로그램을 위한 정보기술 / 725
제3절 e-SCM ························································729
1. e-SCM 구축을 위한 기반기술 / 729
3. e-SCM 구축 및 활용의 성과측정 / 735
2. e-SCM 구축을 위한 정보시스템 / 733
제4절 e-Retailing 관리 ················································736
1. e-Catalog / 736
3. e-Procurement / 740
2. e-Marketplace / 737
4. CM, TOC, CPFR, APS, ATP / 742
적중예상문제 ························································746

Chapter 05 전자상거래의 이해
제1절 전자상거래 모델 ·················································761
1. 전자상거래의 이해 / 761
3. 전자상거래와 E-Biz 및 U-Biz / 765
2. 전자상거래 모델의 유형ㆍ평가ㆍ특성 / 762
4. 유비쿼터스와 전자상거래 유형과 특징 / 767
제2절 전자상거래 시스템 ···············································771
1. 전자상거래 시스템의 구성요소 / 771 2. 전자상거래 시스템의 구축절차 / 772
제3절 전자상거래 기반기술과 전자상거래 운용 ······························773
1. 전자상거래 기반기술 / 773 2. 전자결제 / 774
적중예상문제 ························································781

부록 최근기출문제
2020년 제1회 유통관리사 ·················································802
2020년 제2회 유통관리사 ················································845
2020년 제3회 유통관리사 ················································889