Mystery Shopper Observation

For my mystery shopper observation, I picked Fred Meyer in Twin Falls, Idaho. I visited the store on Sunday May 7, 2018. One of the first things I looked at when I got there was their location. One of the most important decision a retailer makes is where to locate the retailing business. There are many benefits to understanding the retailer’s physical market. Additionally, there are many pitfalls for retailers who don’t understand their market. By making research-based market decisions, retailers have the opportunity to increase their customer base and use the physical location marketing communication decision, such as a store signage (Retailing, 168). I could see that they did their research and picked a good location. They picked a location

Greeting customers with a warm smile and friendly “Hello” should be done simply because it’s common courtesy, just as you’d greet a guest in your home. Not to mention that greeting customers properly makes you more money. When greeted properly, customers stay, spend money, and become repetitive customers. Contrast these customers to the customers you ignore who often leave without making a purchase and will never come back. These lost customers tell others about their poor customer service experience, causing you to lose more customers and money-it’s a vicious cycle (Manecke). You can see that they have plenty of shopping cart available for customers. I looked around to see if they had any small baskets available at the entrance, but they didn’t. I did see a couple of customers inside the store with small baskets, so I guess that they do have small baskets but not a lot of

I did see quite a few of them fixing the misplace merchandise and refilling out of stock inventory in the shelfs. I asked a salesperson to help me find something, and she was happy to help. She walk with me half way till I was able to see the item I was looking for then she let me walk the rest of the way by myself. She could have just pointed to where to find the item and let me struggle to find the item by myself, but instead she took the time to take me to the item. Customers enter a store with different needs and wants. It’s the retailer’s job to identify those needs and want and to develop different types and levels of customer service that will make these groups of customers happy. According to a consumer report survey, 65 percent of people area annoyed by rude salespeople and 64 percent of people said they have left a store because of poor customer service (Retailing, 377). I could tell that Fred Meyer had train their employees to be friendly, because every time I passed by a salesperson they all smile and said hi to me. Fred Meyer did a good job with their store layout, the feel was calm and releasing. They have big signs to help you find the products that you’re looking for. Their aisles were clean and big. When picking a store layout you need to ensure that the layout and design are communicating the same message. You need to create an appropriate overall atmosphere,