VIEWS: 14 PAGES: 3 POSTED ON: 12/21/2011
Ryan Royer Customer Service June 22, 2010 Mystery Shopping The two stores that I did the mystery shopping on were Sears and Spencer’s Gifts. I think Sears did the best on their mystery shopping because they actually asked me about five times if I need help while I was in the store. Spencer’s would of done better but they only had one person working in the little store they are, but I got what I wanted in there for a gag gift for my dad. I think Sears would do a lot better if they would have more stuff that I like and can afford. The think that I would change is more employees in both stores, in Sears you walk around a little and do not see any employees and then there all of them are standing a group talking. Spencer’s just needs more employees. That would be what I change would spread the employees out that way they are not crowed in a big group. My questionnaire was very useful I finished it when I got home; the only thing that I didn’t get from both stores was the name of the employee that helped me. I am not very good at remembering names. I didn’t ask any additional questions because I hate the mall I go in get what I want and get out, it wouldn’t be so bad if they carried clothes my size in all the stores besides Jcpenny. Sears is a lot bigger store and you have more options to choose from over Spencer’s that is just basically a little gift/gag gift shop. If you want to find a little gift for somebody go to Spencer’s but if you want anything from tools to clothes to electronics go to Sears. I think mystery shopping is a good thing it lets stores know how the employees are treating their customers and if they are doing the right thing or not. I wasn’t really shopping for anything at Sears I just like to go and look around and see what they have and then I found a cheap pair of shoes and I decided to get them and then I found a little overall short set with snoopy on it for my nephew. Then at Spencer’s I got my dad a gag gift for father’s day. It was fun to do though; I enjoyed it even though I do not like the mall. Ryan Royer Mystery Shopping Questions 1. Is the store clean or messy? Sears-I thought the store was clean compared to some store you go in. Spencer’s-I thought it was a little cluttered but very organized. 2. Name of employee that helped you. Sears- I can’t remember Spencer’s- I can’t remember 3. Did Employee have good knowledge of product? Sears-They knew their products very well. Spencer’s- Didn’t really ask questions about products 4. Was the Quality of service good? Sears- The service was about a 95% on a scale of 100. Spencer’s-I would rate this store at about a 70% on a scale of 100. 5. Was the Customer Service friendly and helped in a timely manner? Sears-Once I found what I wanted I was help very quickly and got the goods. Spencer’s-I got the prank gift and cashier was very friendly. 6. How long until you got asked the first time if you needed help? Sears-I was not even in the store 20 seconds. Spencer’s- I didn’t even get asked 7. Appearance of store associate. Sears-Had proper uniform on. Spencer’s-Had proper uniform on I guess what you could wear it is spencer’s after all. 8. Recommend something you would change. Sears-I would not really change anything besides separated your employees more. Spencer’s-Have more associates working then 1 at a time.
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