Presentation Slides (15th Oct'09)

Report (13th Oct'09)

Reasons for Falling Sales and the Lack of Trade

Terms of Reference

I was asked by Mr. Ong Chee Meng, Sales Director of Giant Hypermarket to write a report on falling sales and the lack of trade in our branch. This report is due as soon as possible.

Proceeding/Procedure

To find out about the reasons for falling sales and the lack of trade, I conducted an interview with customers as they leave the supermarket. The questions asked include:

• What do you think of the quality of our products?
• What do you think the range of our products?
• What do you think of the helpfulness of our staff?
• What do you think of facilities (café, toilets)?
• How do we compare with other hypermarkets?

Findings

Bases on the interview conducted with customers, I found that:

• The majority agree that we provide high quality products, 112 customers feel that the quality of our products is fine while only 8 customers are dissatisfied with our products and 40 of them have no idea.
• 83 of the customers say that we have a wide range of products, 268 of them say that the range of our products is just fine, 106 customers feel that we have a small range of products and 43 customers did not comment on the range of products
• For helpfulness of our staff, 195 customers find that they are very helpful, 239 customers find that our staff are quite helpful but 24 of them feel that our staff are not helpful whereas 42 people have no idea.
• Only 58 customers interviewed are satisfied with our facilities, the majority find that it is just reached their requirement, 118 of them are not satisfied with the facilities and 44 customers never comment on our facilities.
• Most people feel that we are very competitive with other hypermarkets, 297 customers find that it is fair if compared with other hypermarkets, 138 of them find that other hypermarkets are better than us, again 24 of them have no idea.
• Several customers commented about the slow service in all departments especially at the cashiers counters, and a lack of cleanliness in the café and that the toilets were often closed or dirty.

Conclusions

It can be said that our branch is still remains competitive with other hypermarket because of our high quality and wide range of products. However, we are losing customers are probably due to the lack of helpfulness and efficiency of our staff and the cleanliness of the facilities.

Recommendations

I would recommend that:

• We should maintain the quality and range of our products.
• We should improve the helpfulness and the effectiveness of all the staff.
• We should satisfied our customers with our facilities and make sure they are always clean.
• We should conduct a survey on other competitors on how they run their business.

Date

Carine Yan Ching

13^th October 2009

Reasons for Falling Sales and the Lack of Trade