About servis shoes

1. Servis shoes

2. introduction
The purpose of our project was to find out
about how the communication with
customers is carried out by the staff of the
shop.

3. Methodology
● The staff of servis was closely observed in
store by each of us individually.
● We noticed their way of communication with
the customers as well as the customer’s
satisfaction during and after their interaction.
● We also noticed the way of communication
of the senior staff members with their
juniors.

4. Observations
 Most of the staff was well trained especially the senior salesmen.
 They interacted with the customers very professionally while trying to maximize
their satisfaction.
 They showed them the best designs according to their needs while giving them
recommendations about the product.
 The manager and the supervisor both were very polite while communicating
with their juniors
• Strengths

5. Observations
 Junior staff needs to improve as on many occasions they were not able to
communicate well with the customers.
 They also required more training as they many times were not able to
explain the difference between the products to the customers, For example,
football grippers vs studs etc.
• Weaknesses

6. Observations
We recorded the number of customers dealt by the senior and junior
salesmen during a busy hour on weekend. Here is the visual representation:
19
6 2
0 5 10 15 20
Senior
Salesmen
Junior
Salesmen
Satisfied Unsatisfied

7. Conclusion
Overall, we observed that most of the customers were satisfied with way of
communication of the staff members. Most of them made a transaction while
those who did not were also almost satisfied. By training and developing the
junior staff further, the communication gap between the customer and the staff
members can be minimized.

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