1. A report on the activity done as a mystery shopper visited to Kasyap retail outlet
Introduction:
Organized and unorganized retail outlets in India are growing enormously. But the main
challenges faced by both organized and unorganized outlets are retaining of customers and
make them store loyal. The retention of customers and acquisition is mainly based on the front
level staff that directly interacts with the customer and the behavior of these staff. Thus, the
behavior of these staff would play a very important role in the acquisition and making the
customers loyal to the store. For example, if you visit a retail outlet, let us say a more outlet, if
the sales staffs who are working in this outlet address you with name and with a smile on their
face, and assist you in your purchase decision, you would definitely visit the same store for your
next purchase. The following report reveals some of the behaviors which made me realize the
value of these behaviors with the customers. The observation is done based on the questions
given in the project
FINDINGS:
Kasyap is the well known retail outlet in Vishakhapatnam. I visited this outlet and
observed the behavior of staff. It consists of 20 sales staff that does different works like
arranging the SKUs and assisting the customers. In my observation, I found a difference in the
behavior of the customer when there were more number of customers and less number of
customers. I requested them about different SKUs which were out of stock and they responded
well up to my satisfaction. I also asked them some questions which have no reason and they
responded not so well. The following questions are answered in my observation
1) Did they accede to your request cheerfully or grudgingly?
Yes the sales staff acceded my request cheerfully and assisted me in purchasing my
goods and answered all my queries. The staff member was very helpful and explained me
about different products and compared two products and helped me choose the best
among them

2. 2) Were they interested in going out of their way to help you?
Yes, they are interested in going out of their way to help me. I asked a question related
to a SKU which was not available and the staff member asked the owner about the arrival of
unavailable SKU. He said that the SKU would be available within a week and he would call
me when it is arrived.
3) How did other people, like their colleagues or other customers react during the whole
encounter?
The other staff members are not so well as the employee I faced. The other staff
members are seemed not interested in interacting with their customers and helping them.
As per my observation, most of the customers are frequent visitors so it showed that the
store has many loyal customers and most of the staff members are recognizing the frequent
visitors and assisting them. This would be the reason of the customer’s loyalty towards the
store.
SUGGESTIONS:
The staff members should be given the proper information about the SKUs and their
supplementary products
The staff members should be given the prior information about the non available SKUs
and their availability time
The customers should be grouped as high valued, mid valued and low valued customers
The high valued customers should be given the highest priority so that they retain them
and they become the advisors of the store
The staff members should be given motivation to speak with the customers as polite as
possible