Mystery shopping at Chaumet Mr Chavet Luxury class Final exam

1. Etienne Thomas
20/11/2013
Marie Camilli
CMH 3A
Chaumet
Scenario
Etienne wants to find a ring to propose to his fiancée "Laura"
He decides to go to the Chaumet Boutique with Marie, Laura's younger sister.
STATE OF MIND
Etienne : Tired, in a rush, wants to get an idea about how will look the rings on.
Marie : Excited but suspicious about Etienne’s choice.
FIRST IMPRESSION
o
Outside :
- The sign is visible when you are at the opposite side of the Vendôme Place.
- Door entrance is very small and very discrete, it looks like an emergency door.
- The front of the shop is clean.
- Showcases are bright and very clear.
- Doorman is inside, maybe because the weather ?
o
Inside :
- Bright but not too intense.
- Light music.
- Good smell.
- Showcases are well exposed and well cleaned.
- Welcoming smiles and greetings from the doorman and a sales person.
- They looked into the eyes.
WELCOMING OF THE SALES PERSON
- He stood up and came to us.
- Uniform without name on it.

2. - Took us in charge directly.
- Didn’t ask what we were looking for, needed to tell him about the proposal.
- Didn't introduce himself.
- Direct proposition to sit down and to have something to drink.
ADVICE AND LISTENING
- Asked more details about our research.
- Showed interest about the history.
- He left for 10 minutes.
- Beverages were served meanwhile.
- He came back with 6 rings.
- Brought products fitting the demand.
HANDLING THE CONFLICT
During the presentation of the rings, Marie and Etienne enter in conflict about the choice. Etienne
is pretty narrow-minded and doesn’t want to take into account Marie’s opinion.
« You are just a hand here ! »
When they started to argue the sales man cringed and didn’t take side but he seemed to agree with
Marie.
The atmosphere was sudently cold, he proposed to bring other rings.
At the same time a sales woman came to the office to search something, and looked us with
despise…
He came back with 2 new rings, close but different from the first ones.
Etienne tried to have some information about the prices, but the sales man only gave a range of
price.
As he saw that Etienne and Marie were in a hurry, he proposed to send an email with more pictures
of the rings they liked to show to their family.
DEPARTURE
Finally he introduced himself « Vincent Fouquet » and gave us his business card where he wrote
the rings references.
He asked to Etienne to complete a form with some personal details.
He came with us to the door.It was still raining.
We mentioned a taxi but he didn’t propose to book one for us.
He told us to have a good evening, and said that he would send us an email quickly.

3. We received this email 2 days later from another person « Valerie » who apologized for Vincent
absence.
CONCLUSION
The sales man knew how to understand and respond to Etienne’s needs , by taking the time to get
to know him and asking the right questions.
He stayed very professional but made us feel confortable.The time ran away in the shop : we spent
two hours without even noticing it.