AutoZone 2011 Annual Report Download - page 68

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South Carolina ..................................................................................................................................... 79
South Dakota ....................................................................................................................................... 2
Tennessee ............................................................................................................................................ 157
Texas ................................................................................................................................................... 547
Utah ..................................................................................................................................................... 40
Vermon
t
............................................................................................................................................... 1
Virginia ................................................................................................................................................ 101
Washin
g
ton .......................................................................................................................................... 69
Washington, DC .................................................................................................................................. 6
West Virginia ....................................................................................................................................... 26
Wisconsin ............................................................................................................................................ 52
Wyoming ............................................................................................................................................. 5
Total Domestic .................................................................................................................................... 4,534
Mexico ................................................................................................................................................. 279
Total ..................................................................................................................................................... 4,813
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 and 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.
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.
6
10-K