TABLE OF CONTENTS

Sr.No.

Particulars

1.
2.
3.

BASIC CONCEPTS
METHODOLOGY
STORE 1: MYSTERY
SHOPPER :
SAUMYA POONIA
STORE 2: MYSTERY
SHOPPER:
M.P.SINJU
STORE 3: MYSTERY
SHOPPER:
PIYUSH BHATI
STORE 4: MYSTERY
SHOPPER:
RONIT KAR
STORE 5: MYSTERY
SHOPPER:
ABHISHEK KUMAR
REFERENCES

4.

5.

6.

7.

8.

5. Identifies current and future customer requirements by establishing rapport with

potential and actual customers and other persons in a position to understand service
requirements.
6. Ensures availability of merchandise and services by approving contracts; maintaining
inventories.
7. Formulates pricing policies by reviewing merchandising activities; determining
additional needed sales promotion; authorizing clearance sales; studying trends.
Salary Bracket (approximate): Rs. 12,000-Rs.15,000 per month i.e. Rs. 1,44,000 per annum
and Rs.1,80,000 per annum.
DETAILED FEEDBACK ON EACH OBSERVATION MADE IN MYSTERY SHOPPING
1. Facts and figures concerning the retail store needs to be consolidated so as to maximize
the operation of the retail store in the local area.
2. There should be increased internal focus on the content of training and education
provided to the employees of salesperson. At least 1 salesperson was available at each
store counter and they were using product knowledge when speaking with their
customers.
3. There need to be improvement of Sales KPIs such as; Basket size, Basket quantity, Hit
rate, etc.
4. There should be an increased organizational focus on good customer service
including; welcoming procedures, customer profiling, etc.
5. A good foundation for ongoing dialogue between the management about internal
strengths and weaknesses should be there.
6. The store needs to spend more on promotions so as to attract more number of customers.
Various ways through which a store can promote itself are as follows:
a. Advertising: Print advertising is an expensive, but effective, option. They can place
display ads in local newspapers announcing upcoming sales
b. Window and sidewalk displays can attract foot traffic and can help you stand out from
surrounding stores. In the case of window displays, more is not always better. Instead,
focus your window display to just a few popular items or new products.
c. In-Store Promotion: New customers are necessary for retail store's success, but it's also
important to bring them back and turn them into repeat customers. Put stacks of postcards
or flyers on your checkout counter and near the door that offer something of value on
their next visit, such as free samples or a coupon.
d. Email: Keeping your customers up-to-date with a weekly email newsletter is an easy
promotion method. Use an email service that manages your subscriber list, provides
simple, customizable newsletter templates and sends your newsletter out for you.
e. Social Media: Social media websites, such as Facebook and Twitter, are ideal for instant
communication with potential customers.