Girls' team

Terms of reference
I was asked by Mr. Ong Chee Meng , Sales Director of Giant Hypermarket in order to write a report about reason for falling sales and the lack of trade. This report is needed by 26 October 2009.

Proceedings/Procedures
To find out about the reasons for falling sales and the lack of trade, I conducted a interview with customers as they leave the supermarket. The question 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
Based on the interview and customers survey, I have found that:
· Majority of customers were satisfied with the quality of our products. A total of 112 customers feel that the quality of our products are fair and only 8 customers are not satisfied with the quality of our products. However, there are 40 customers don’t know about this.
· We have 80 customers think that the range of our products are very good, 268 of customers think that are fair only and 106 customers think that the range of our products are poor. However, there are 43 customers don’t know about this.
· 195 of customers find that our staff are very helpfulness,239 of customers find that our staff’s helpfulness are fair only and 24 of customers find that our staff’s helpfulness is poor. However, there are 42 of customers don’t know about this.
· Majority of customers thinks that our facilities are fair. A total of 54 customers feel that our facilities are very good and 118 customers are not satisfied with our facilities. However, there are 44 customers don’t know about this.
· Majority of customers thinks that we are very good compare to other hypermarkets. 297 of customers thinks that we are fair only compare to other hypermarket and 138 of customers thinks that are poor. However, there are 24 of customers don’t know about this.

Conclusions
It can generally be assumed that several customers commented about the slow service in all departments of our hypermarket particularly at the cashiers counter, a lack of cleanliness in the café and the toilet were often closed or dirty.

Recommendations
I would suggest that:
· Streamlined operations and sales practices.
· Provide courses for the poor service staff.
· Improved order fulfillment and supplier relations to provide more products to consumer.
· Povide more facilities in our hypermarket especially in café and toilet and make sure the place are clean always.


Michelle Chay 15 October 2009