w
O
T
s
s
w
O
T
TRENGTHS
EAKNESSES
PPORTUNITIES
HREATS
•Sales assistant were well presented and had good product knowledge. They asked good open questions to gain information from the customer to help advise
•Clear refund policy and guarantees on the products
•Non pressured environment, sales assistant did not rush you to make a purchase
•The visual merchandising was good and engaging in store and outside. The store was tidy mostly. Different zones had different techniques of visual merchandising. Brands were designed to reflect their brand
•John lewis offers click and collect and home delivery from store and online. You can order the items if they are out of stock in the store. Larger items can be installed at your home such as washing machines, wardrobes.
•Was not greeted by the staff members when entering the store and we were not approached by the staff members
•The layout of the store was not clear and there were many dead ends due to building works. The information lady also did not approach us
•Some items could not be located and the staff told us to find other staff to ask
•Some sales assistant were standing around and chatting to colleagues. Others were not friendly and seemed as they did not want to be there
•The store could improve by increasing advertising promotions in store and improve visual merchandising in the windows and in store by creating different concepts and increased vm in store as some areas lacked this
•Promote offers and other services available such as click and collect
•Make the store easier to navigate with my signs and more staff members to ask questions
•Train staff to engage with customers and on product knowledge. Have more staff available to provide assistance
•Increase awareness of John lewis card and add more bonuses to this
•When excellent customer service is not carried out, customers will not have a rememberable experience and go to other stores. If there is a lack of staff it could lead to theft or cause customers to leave the store if they are not being approached at each department. Their reputation could also be a threat as they are losing specific customers due to their target market being labelled as 'posh' and could cause certain people not to shop there as they could think they do not fit in
•John Lewis needs to continue to improve including improving the click and collect service as well as home delivery