AutoZone 2013 Annual Report Download - page 68

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6
Pennsylvania ........................................................................................................................................ 142
Puerto Rico .......................................................................................................................................... 34
Rhode Islan
d
........................................................................................................................................ 15
South Carolina ..................................................................................................................................... 84
South Dakota ....................................................................................................................................... 5
Tennessee ............................................................................................................................................ 158
Texas ................................................................................................................................................... 557
Utah ..................................................................................................................................................... 45
Vermon
t
............................................................................................................................................... 2
Virginia ................................................................................................................................................ 107
Washin
g
ton .......................................................................................................................................... 75
Washington, DC .................................................................................................................................. 5
West Virginia ....................................................................................................................................... 35
Wisconsin ............................................................................................................................................ 58
Wyoming ............................................................................................................................................. 6
Total Domestic .................................................................................................................................... 4,836
Mexico ................................................................................................................................................. 362
Brazil ................................................................................................................................................... 3
Total ..................................................................................................................................................... 5,201
Marketing and Merchandising Strategy
We are dedicated to providing customers with superior service and trustworthy advice as well as quality
automotive parts and products at a great value in conveniently located, well-designed stores. Key elements of this
strategy are:
Customer Service
Customer service is the most important element in our marketing and merchandising strategy, which is based
upon consumer marketing research. We emphasize that our AutoZoners (employees) should always put customers
first by providing prompt, courteous service and trustworthy advice. Our electronic parts catalog assists in the
selection of parts as well as warranties that are offered by us or our vendors on many of the parts that we sell. The
wide area network in our stores helps us expedite credit or debit card and check approval processes, locate parts at
neighboring AutoZone stores, including our hub stores, and in some cases, place special orders directly with our
vendors. We sell automotive hard parts, maintenance items, accessories and non-automotive parts through
www.autozone.com for pick-up in store or to be shipped directly to a customer’s home or business. Additionally,
we offer smartphone apps that provide customers with store locations, driving directions, operating hours, and
product availability.
Our stores generally open at 7:30 or 8 a.m. and close between 8 and 10 p.m. Monday through Saturday and
typically open at 9 a.m. and close between 6 and 9 p.m. on Sunday. However, some stores are open 24 hours, and
some have extended hours of 6 or 7 a.m. until midnight seven days a week.
We also provide specialty tools through our Loan-A-Tool program. Customers can borrow a specialty tool, such
as a steering wheel puller, for which a do-it-yourself (“DIY”) customer or a repair shop would have little or no use
other than for a single job. AutoZoners also provide other free services, including check engine light readings
where allowed by law, battery charging, the collection of used oil for recycling, and the testing of starters,
alternators, batteries, sensors and actuators.
10-K