Sally Fitzgibbons Foundation

Beginning the Academic Essay

Guidelines on Project Work Introduction
Students are required to work in pairs. All project work must be completed within the specified deadline.

Details
In this project, students are required to apply the relevant customer service knowledge they have learnt to assess the service level of a retail or restaurant outlet of their choice. The outlet must be a recognised and reputed outlet approved by the examiner.

Field Research
Students will undertake the role as mystery customers. Using the mystery customer’s checklist (Annex A), students are to rate the outlet’s service level based on the criteria given in the checklist. Students are required to complete at least 2 mystery customer’s checklists for 2 different staff of the same outlet. Students are required to attach the 2 completed checklists with their report for verification purposes.

Report Writing
Students are required to prepare a type-written report of minimum 3 pages with an approximate length of 1200 to 1500 words (Arial, font size 11, single line spacing and justification). The contents of the report should include the following:
Introduction
Brief background of the retail/restaurant outlet chosen
Highlight the retail/restaurant outlet service’s culture and beliefs.

Describe what has done right or wrong in the service delivery displayed by the 2 staff. Contents should cover the aspects of:
Handling enquiries
Communication skills
Body language
Describe how the staff have met customer’s and/or company’s expectations OR describe how the staff have not met customer’s and/or company’s expectations.

Recommendations/suggestions for improvement.OR highlight how the outlet’s service has excelled as compared to competitors.

Conclusion.

Attachment of two (2) “Mystery Customer” Checklists.

Presentation
Students are required to present their report in PowerPoint format.Each group of students is given a minimum of 10 – 15 minutes for their presentation.

Additional information:
Submission date: 9 April 2018 (Monday) for both report and powerpoint slides
Role Play as mystery shoppers
Do not wear ITE uniform when visiting the retail outlets
Module staff must approve the outlet selected by students
Students are not to visit the retail outlets located in and around campus for the purpose of doing field research.

Annex A (Staff 1 )
Mystery Customer Checklist – Retail Store
Store Name: Address:
Day ; Date of Visit:Time of Visit:
Name and Designation of the staff:
Staff’s Personal Grooming Needs
Improvement Good Excellent
1 Was the staff’s hair neatly styled? 1 2 3 4 5
2 Did the staff wear well-ironed uniform? 1 2 3 4 5
3 Did the staff wear his/her name tag/badge? 1 2 3 4 5
4 Did the staff wear covered and clean shoes? 1 2 3 4 5
5 How did you feel about the overall appearance of the staff? 1 2 3 4 5
Comments:
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________

Staff’s Attitude and Willingness to Assist Needs
Improvement Good Excellent
1 Were you promptly greeted by the staff? 1 2 3 4 5
2 Was the staff friendly and professional in the greeting? 1 2 3 4 5
3 Did the staff approach and offer to assist you promptly? 1 2 3 4 5
4 Was the staff able to ask appropriate questions to understand what you were looking for? 1 2 3 4 5
5 Did the staff offer to help you find/ carrythe merchandise you were interested in? 1 2 3 4 5
Comments:
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________

Staff’s Product/Service Knowledge Needs
Improvement Good Excellent
1 Was the staff able to identify the merchandise you preferred? 1 2 3 4 5
2 Was the staff capable of answering your queries such as sizes, availability, exchange policy, etc. 1 2 3 4 5
3 Was the staff able to explain the merchandise features and benefits to you? 1 2 3 4 5
4 Was the staff able to make suitable merchandise recommendation to you? 1 2 3 4 5
Comments:
84582011874500
84582010223500
84582010223500
Point of Sale Service Needs
Improvement Good Excellent
1 When sale is confirmed, was the staff/cashier able to handle the transaction and showed professionalism in handling transaction. 1 2 3 4 5
OR When sale is not confirmed, did the staff still remain professional and polite? 1 2 3 4 5
3 Did the staff/cashier end your shopping experience on a positive note? Did the
staff thank you? 1 2 3 4 5
Comments:
84582011938000
84582010223500
84582010223500
Overall Needs
Improvement Good Excellent
1 Was the shopping experience enjoyable? 1 2 3 4 5
Additional Comments:
84582012065000
84582010223500
83693010223500
Annex A (Staff 2 )
Mystery Customer Checklist – Retail Store
Store Name: Address:
Day ; Date of Visit:Time of Visit:
Name and Designation of the staff:
Staff’s Personal Grooming Needs
Improvement Good Excellent
1 Was the staff’s hair neatly styled? 1 2 3 4 5
2 Did the staff wear well-ironed uniform? 1 2 3 4 5
3 Did the staff wear his/her name tag/badge? 1 2 3 4 5
4 Did the staff wear covered and clean shoes? 1 2 3 4 5
5 How did you feel about the overall appearance of the staff? 1 2 3 4 5
Comments:
84582012065000
84582010223500
84582010223500
Staff’s Attitude and Willingness to Assist Needs
Improvement Good Excellent
1 Were you promptly greeted by the staff? 1 2 3 4 5
2 Was the staff friendly and professional in the greeting? 1 2 3 4 5
3 Did the staff approach and offer to assist you promptly? 1 2 3 4 5
4 Was the staff able to ask appropriate questions to understand what you were looking for? 1 2 3 4 5
5 Did the staff offer to help you find/ carry the merchandise you were interested in? 1 2 3 4 5
Comments:
84582011938000
84582010223500
84582010223500
Staff’s Product/Service Knowledge Needs
Improvement Good Excellent
1 Was the staff able to identify the merchandise you preferred? 1 2 3 4 5
2 Was the staff capable of answering your queries such as sizes, availability, exchange policy, etc. 1 2 3 4 5
3 Was the staff able to explain the merchandise features and benefits to you? 1 2 3 4 5
4 Was the staff able to make suitable merchandise recommendation to you? 1 2 3 4 5
Comments:
84582011938000
84582010223500
84582010223500
Point of Sale Service Needs
Improvement Good Excellent
1 When sale is confirmed, was the staff/cashier able to handle the transaction and showed professionalism in handling transaction. 1 2 3 4 5
OR When sale is not confirmed, did the staff still remain professional and polite? 1 2 3 4 5
3 Did the staff/cashier end your shopping experience on a positive note? Did the
staff thank you? 1 2 3 4 5
Comments:
84582011938000
84582010223500
84582010223500
Overall Needs
Improvement Good Excellent
1 Was the shopping experience enjoyable? 1 2 3 4 5
Additional Comments:
84582012065000
84582010223500
83693010223500

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