Introduction
- For my customer care assignment that is worth forty per cent.
- As part of my Customer Care assignment, we were required to visit three stores as a mystery shopper.
- Two were handed to us, while the third we chose a store in our local area.
- The two stores that I was handed were Kilkenny shop and Dubray book store.
- The store that’s in my local area and that I chose was Tesco Express.
- My job is to examine the performances of the businesses, for example how they would deal with an angry or dissatisfied customer and also examine their Layout of their store, signage, presentation, promotions, health and safety, cleanliness.
Kilkenny Shop
- The Kilkenny shop is an Irish owned company that specialises in clothing for men and women plus crafts and jewellery in shop promoting sleek, modern Irish design.
- Kilkenny shop`s target market would be older men and women.
- Kilkenny shop shares two common passions – promoting Irish design and delivering exceptional customer service.
- For over five decades, the Kilkenny Group has been the country’s leading promoter of Irish craft and design, showcasing the best of Irish talent and offering our customers a contemporary take on traditional Irish crafts.
- Kilkenny shop provides you with stylish season fashion to handmade jewellery, dazzling crystal and hand-thrown pottery to contemporary interior design, you can be sure to find some wonderful Irish and internationally designed products to suit your needs at the Kilkenny Shop.
The offline shopping is preferable for Irish customers rather than online shopping. As it is evident from this survey, the customers of Kilkenny prefers to shop offline.
- There are currently eleven Kilkenny Shops located across Ireland.
- The Kilkenny store in Galway city is located at High street in Eyre square Kilkenny shop`s target market is mainly older men and women.
- The layout of Kilkenny store is nice in my opinion because I found it very easy to find items, but a disadvantage about the store was that there’s not a lot of space given to the store in Galway. Which can make some customers turn around and leave the store.
- Signage at the Kilkenny shop is suitable for the store in my opinion The types of store promotions that Kilkenny Shop has to offer are the following free delivery, gift cards, loyalty cards and discounts. Kilkenny shop has a fire exit drill and fire exit doors.
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Dubray books
- Dubray book store is an Irish owned company, that has been is one of Ireland’s leading independent booksellers.
- Dubray Books began as a single shop in the seaside town of Bray in Co. Wicklow, just outside Dublin
- There are eight Dubray book stores in Ireland, five in Dublin, one in Wicklow, one in Galway and one in Kilkenny.
- Dubray bookstore has a wide variety of books to choose from, like for example children books, fictional books, sport books and many more.
- Dubray bookstore`s target market would people that like to read or enjoy reading.
- The layout of Dubray book store is very good in my opinion. They have two floors in the book store in Galway.
- Upstairs the books are mainly for children and teenagers, while downstairs is where biography’s and adult humor books are.
- There is a lack of signs in the book store, which in my opinion isn’t so good, and should be improved on.
- The different types of store promotions or customer services that Dubray book store has to offer are the following, gift cards, club cards, discounts and coupons.
- Dubray book store has a fire exit drill and also fire exit doors. Their store is very neat and tidy also it’s clean. Which is a good thing for them or else people wouldn’t get their books here. The book store is very clean and tidy, which is great in my opinion. How Dubray book store deals with angry or dissatisfied customers is by understanding why the customer is upset before providing them with a solution. Another way would be to meet with their demands by offering them a replacement or refund.
- This survey is performed according to the customer ratings for book shops in Ireland. Other books companies rating is provided in an average format.
Tesco Express
- Tesco Express stores are neighbourhood convenience shops, stocking mainly food with an emphasis on higher-margin products (due to small store size, and the necessity to maximize revenue per square foot) alongside everyday essentials.
- They are found in busy city centre districts, small shopping precincts in residential areas. In Galway city there are two Tesco express store.
- The layout of Tesco express is very good. I found it very easy to find different items, also employees are very helpful and they would assist you when looking for a product.
- Their use of signs are very good in the store. Bright and colourful posters are around the store that would help you.
- The different types of store promotions/ customer services that Tesco express has to offer are the following self-checking, coupons, vouchers, loyalty cards, discounts and free delivery.
Tesco Express
- Based on a survey regarding retailer’s customers who do more that 50% shopping being loyal to a retailer.
- Tesco Express has a fire exit drill and also two fire exit doors.
- Their store is very neat and tidy also it’s clean, If it wasn’t it would be hard to find items when shopping.
- How Tesco Express deals with angry or dissatisfied customers is by listening to their problem, try to understand where the customer is coming from and how to solve it.
- Tesco Express would offer the customer a replacement or refund if necessary.
- Tesco Express stores are neighbourhood convenience shops, so customer’s problems would mean a lot to them.
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