Page 78 - 2017 DEC 16 - LIONS VS BEARS - SHOP 4_Neat

Retail Pro Shops/Kiosks

Shopper 1
Question
1 Section/Location: 102 The Stadium Collection Staff Name: Barry (?) Time: 2:47PM
Mrs. Shopper entered the waiting queue outside the Stadium Collection at 2:40PM. There were 107 people in line head of her. She waited for 2 groups of fans to be
allowed into the store and finally at 2:47PM the group she was with was able to enter. There was a lot of pre-game activity in the store and fans were in a good
mood. Barry (not sure on his name - it was very loud in the store) helped Mrs. Shopper locate the Live Radio. It was difficult to find as it was on the bottom shelf of a
display near the ball caps. Barry did not know where the radios were at first, but asked Mrs. Shopper to wait where she was so he could track down his manager for
help with the radios. After showing her the radios, he asked if there was anything else he could help her with and when she thanked him for his help he gave her a
fist bump and told her to enjoy the game. He was very personable and friendly. (Mrs. Shopper did find the radios more prominently displayed in the checkout
queue line.)
2 Section/Location: 102 The Stadium Collection Checkout Line Time: 2:52PM
Mrs. Shopper entered the checkout queue 2:52PM. There were 21 people in line head of her and 8 cashiers and it took 8 minutes to get through the line to the
greeter directing guests to the next open register. While in line she noticed many new items such as fleece blankets, 3 packs of mini footballs, stuffed animal lions,
etc. that she had not seen at prior games.

3 Section/Location: 102 The Stadium Collection Staff Name: Kayala Time: 3:00PM
Mrs. Shopper did not make a purchase at the Stadium Collection but waited at the end registers for the gentleman after her at the greeter could complete his
purchase. It turned out he was a season ticket holder and was having trouble getting his discount applied to his purchase. Kayala, the cashier, was patient and tried
a number of things to get the transaction corrected. She eventually had to call a manager to help her and ended up keying in some information to complete the
purchase. As the customer left the line, Mrs. Shopper asked him what happened. He told her about the mix up with the discount and said he was happy with the
resolution of the process. Kayala was polite and friendly which helped too. Overall, it took about 6 minutes to complete the transaction. Mrs. Shopper noticed
Kayala did not mention the game day item or try to up sell the customer, but they may have been due to the issue she was having with applying his discount.

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