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We would like to thank all the faculty members who took the time to respond to our faculty/bookstores survey, especially those who provided us with additional comments, questions, and/or suggestions.

In analyzing the survey responses, we were able to sort your comments into three general categories; textbook ordering, textbook pricing and customer service. We hope that the information provided below will address your comments and concerns.

Textbook Ordering

1: How are textbook order quantities determined?

Our textbook buyers review several factors before placing an order for a requested textbook. These factors include:

  • Estimated class enrollment provided by the instructor.
  • Historical sales data. How many books did we sell the last time the book was used?
  • Is the book required or recommended?
  • Is the book a new edition?
  • Is the requested text a custom publication? Unsold books returned to the publishers are limited to 20% of our original order.
  • Number of books currently available in the bookstore’s inventory.
  • Number of books expected to be purchased during the used book buyback period.
  • Number of students expected to obtain the textbook from an alternate source such as; on-line vendors (Amazon), a friend, or photocopies from another student’s book.

Our buyers must also keep in mind our financial obligations to the College. Unsold textbooks represent non-liquid assets not immediately available for other purposes such as College investments.

2: What happens if the bookstore sells out of my textbook?

If your students tell you they were unable to obtain the textbook for your class, please contact either:

Many times, your textbook is used in more than one course or has not been restocked and is available in another area of the textbook department. Our textbook buyers will be able to confirm if your textbook is or is not available.

If we have sold out of your textbook, we will make every effort to obtain additional copies as soon as possible.

 

Textbook Pricing

We realize that textbooks are incredibly expensive and are a major financial concern to our students. We try to alleviate some of this financial stress by acquiring and selling used textbooks, printing course syllabi/lab manuals at MC Copies (instead of sending them to an off-campus printer), offering separate components of a bundled package, when available, and making e-books available through our on-line distributor. We also do not factor any freight and/or fuel charges into our textbook prices.

Like any other retailer, our textbook prices are based on the cost the publisher charges us plus a low mark-up to cover our overhead expenses. High textbook prices do not necessarily mean high profits for the bookstores. As a self-supporting unit, we are responsible for paying all of our operating expenses such as: salaries and benefits, telephone charges, local and long distant travel, store fixtures and equipment, and computer hardware/software.

After covering all of our operating expenses, any excess revenue earned during the fiscal year is returned to the Auxiliary Services’ fund balance. Programs supported by bookstores’ contributions to the fund balance include:

  • The Cambridge Honor Program (approximately $150,000 funded in 2007)
  • The College’s voice mail system
  • The Rockville Campus Center renovation in 2002
  • Cafeteria and Bookstore upgrades/renovations
  • Scholarship programs

Bookstore Services also funds a book loan program administered by the Deans of Student Development on each campus, in addition to providing support to various academic department initiatives through monetary and/or merchandise donations.

Customer Service

Through continuous employee training, new customer service programs and initiatives, and new merchandise/displays, Bookstore Services strives to provide the highest level of customer service to our students, faculty and staff.

However, despite our best efforts, there are times when we do not meet our goal of providing excellent service to our customers. We believe these unfortunate incidences are infrequent and do not represent the true spirit of our staff.

If you feel that you have received less than adequate customer service, PLEASE contact the appropriate Bookstore Operations Manager or the Bookstore Services Director. While we do not like to hear negative feedback, we cannot address an issue if you don’t share your experience with us. Your comments and suggestions are always important to us, so please let us know how we are doing by contacting: