In my observation study, I observed at my work place, Alex and Ani. Alex and Ani is a jewelry store. I was observing for about six hours total. I took notes on one of our manager laptops. Sine I work there, I observed for two hours each, on three different days. Also, I interviewed one of the associates. I chose to make an observation at my job because we have an interesting mix of clientele that shop. I thought it would be interesting to analyze the interactions our employees have with clients.
Usual behavior The majority of people, walks into the store, and then greets the person working who greeted them. I observed that a third of the time a customer walks into the store, they tell the associate that they are “just looking”. Another portion is the people either know exactly what they want, or they have called ahead and put their items of choice on hold. Usually most people engage in a causal conversation with associates to let them know what products they are looking for.
In contrast, there was one woman who came into the store and started to share very intimate details of her life. She told one of the associates about her martial problems, and wanted to find a piece of jewelry that would empower her. In addition, she spent about an hour in the store, going back and forth with different workers, including myself. As a result, the associate that worked with this customer felt that it awkward that a stranger was telling her about how her husband cheated on her, in great
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Extensive research concludes that the average customer will stray away from their shopping list and will purchase something on impulse. 70% of buyers bring lists into the store, roughly 10% of shoppers stick to their list. Managers have succeeded when a shopper buys what is on the end shelf or on sale. It is by design that milk, meats, and bread is located towards the back of the store. Managers and owners cause customers to walk past as many products as possible before they pick up the products they went in
Sammy’s experience gave me a personal insight to an experience I once had while being employed at Kroger. The location of the Kroger I was working at was just about to have a grand opening. We had all gathered to the front of the store to have a store meeting to prepare for the opening. Our manager at the time was speaking to us and just telling us about how he was expecting everyone to be on his or her tasks. He wanted to make sure that no one had any questions or concerns of their jobs.
The North Hanover Mall is an average shopping center with various stores and small attractions. Typically, the mall is not over-crowded; however, during the evenings and weekends it is well-traveled. There are the average chain stores such as JCPenny’s, Dick’s Sporting Goods, Hallmark, and Bath and Body Works. Likewise, there are some smaller, lesser known stores, for example, a few nail and hair salons, cafes, a pizza shop, and a sports apparel store. In general, there is a diverse mix of people shopping, from ethnicity to ages and group sizes. The night I choose to do my social observation the mall was much busier than I had anticipated. There was a Halloween event and an antique car show; both circumstances brought more individuals than usual into the shopping complex.
The first tactic that comes to mind is sale papers. Sale papers are everywhere: at the store when you first walk in, when you’re leaving the store and lastly even in your mailbox. Sale papers to supermarkets and their managers is the first way that they get consumers to think about and even enter the store. When looking at a sale papers there are many things to notice that are to grab your attention and get you into the store buying items. The first is which words are bigger than others, which colors are used, and lastly how big the picture of the item
When I was in Barnes & Noble I saw a number of functional qualities. As I am walking around the store, there were a handful of employees coming over to me and asking what I was looking for or if they could help me find a book. I did have a question on where a specific book was located and an employee
Virginia Pollard was a cashier and storefront clerk for a company called Teddy’s Supplies. This is a family-owned company that sells film production equipment in New Jersey and Pennsylvania. During one of Pollard’s evaluations, her supervisor said she was making too many personal phone calls and it was interfering with her work. This was also put into her yearly review that everyone at home office would see as well. They asked her to keep her personal phone calls to the bare minimum because she was there to work and not to socialize with her friends. She was transferred to another department in the main warehouse that was behind the store. In this department, she would not be able to make any more personal phone calls. Her supervisor noticed that her work was no longer suffering. Her evaluation over the next few months said that her work behavior had changed incredibly and she was meeting all of the expectations that her supervisor had for her.
I entered your store this evening to rent a Redbox movie at around 7:30pm. When I walked into the store, I saw a young female slouched over on the customer's side of the counter eating what appeared to be her dinner. I found this to be somewhat unprofessional and made me feel uncomfortable. I continued to mind my own business and looked for a movie at the Redbox kiosk. I then heard a female talking amongst her other coworkers and very loudly say "suck my dick" and make other comments that were very inappropriate to her coworkers. I turned around to look at the workers to make sure I was hearing this correctly. I was in disbelief that this behavior would occur in a restaurant full of customers. Upon exit of the restaurant the young female and
As a manager, I will explain the customer that the associate wants him or her to know the best deal for the day and the new items that he or she might be interested in.
Lots of what happens in a store or retailer can be better analyzed when there is a tape recording as opposed to observing in person. But observing in person allows the tracker to make minute observations and small nuances like the direction the eyes are looking and the item they are checking out that can’t be recorded by cameras. There’s also something else that is hugely important, but mostly overlooked, which is what customers fail to notice. It could be because a certain product outshines another product and outperforms the other product in sales. Before I start observing people in Barnes & Noble, I will have to take many factors into consideration.
The customers should always be greeted when they first walk through the door. Do not yell hello before they even have two feet in the door and do not whisper hello in an inaudible tone. Instead, warmly welcome them to your store and ask how they are. Follow up by asking if they need help finding anything or if they are shopping for anyone special. Nine out of ten people will say no. It's best to leave the customers that don't ask for help or those who blatantly ignored you alone because people don't like to be pestered when they are trying to shop. However, you should ask the people that do say yes questions to find out what they like or to learn more about who they are shopping for, so you can help them find something that will make them happy. Always be enthusiastic when helping customers so they do not feel like they are a bother. If what the customer is looking for isn’t in stock show them alternative options or suggest stores that may carry what they need. After helping the customer to the best of your ability, walk away so he or she can continue shopping on his or her own.
As mentioned, the research method used for this study was participant observation. This was further divided into three different segments. Each of these segments featured its own distinct observation site and involved one hour of observation per site.