Interview questions - Customer Service at Sainsbury's?

Question

I've got an interview at Sainsbury's head office and have been sent a whole load of questions to have a "think" about beforehand. The job I am going for is not business related, yet the interview is standard - and I am not particulaly clued up on business.

One of the qns is "what impressions do I have of customer service at sainsbury's" - now, I have noticed on a trip that most of the shelves were bare, but is this defined as customer service? all I can think of regarding c/s is asking staff where the baked beans are which isn't going to give me a lot to talk about!

I also need to know "how the customer experimence at Sainsburys differs to that at Tesco's" - anyone got any ideas on this?

and how could Sainsburys improve the way it operates?

I'm a bit stumped really, so any advice would be greatly appreciated!!!!!

P.s. I'm not cheating by asking on here as the qn says I'm supposed to be speaking to customers etc to get my answers

Answer 1

Perhaps you could say "it depends on whether you bank at HBOS or RBS". Does that make any difference to the service?

Maybe a bank neutral supermarket might be more appropriate.

Customer service is for the most part secondary to the product, price, and location of the outlet.

Answer 2

Well I'd not really slag off their shop as such, perhaps say that you've found their staff to be helpful but on one occasion when asking a member of staff the location of a product they didn't know. You could perhaps link this to Tesco where you have found their staff quite knowledgeable and were able to take the time to take you to certain items if you were unsure. There is a huge Tesco in Cardiff where it's that big some staff are on roller blades and if you forget something when at the till they will go and get it. Perhaps look at the staff on the floor and compare this to Tesco where I think Tesco have people wandering about in some stores for the purpose of helping "lost" members of the public. I would advise to take a trip to both supermarkets before hand and look about and get a general feel for both stores. Look at the advertising and how they advertise, special offers etc. Ways it could improve would be to appeal more to the public, Tesco seem to do everything and you're always hearing about the special offers, Internet deliveries, the new Tesco online catalogue (similar to Argos). You could argue that Sainsburys adverts on TV that you've seen just centre around Jamie the naked chef and don't mention other ways of shopping with Sainsburys. Also look at the service at the tills, queue's etc and also if Sainsburys uses this self checkout service that is currently being installed into Asda & Tesco stores. Tesco are known to be a hard selling aggresive company which does cause a lot of bad press. I've never heard of any bad press from Sainburys which in their view is a good thing as a lot of people will avoid stores with bad press. Good luck.

Answer 3

Well I'd not really slag off their shop as such, perhaps say that you've found their staff to be helpful but on one occasion when asking a member of staff the location of a product they didn't know.

You could perhaps link this to Tesco where you have found their staff quite knowledgeable and were able to take the time to take you to certain items if you were unsure. There is a huge Tesco in Cardiff where it's that big some staff are on roller blades and if you forget something when at the till they will go and get it.

Perhaps look at the staff on the floor and compare this to Tesco where I think Tesco have people wandering about in some stores for the purpose of helping "lost" members of the public.

I would advise to take a trip to both supermarkets before hand and look about and get a general feel for both stores. Look at the advertising and how they advertise, special offers etc.

Ways it could improve would be to appeal more to the public, Tesco seem to do everything and you're always hearing about the special offers, Internet deliveries, the new Tesco online catalogue (similar to Argos). You could argue that Sainsburys adverts on TV that you've seen just centre around Jamie the naked chef and don't mention other ways of shopping with Sainsburys.

Also look at the service at the tills, queue's etc and also if Sainsburys uses this self checkout service that is currently being installed into Asda & Tesco stores.

Tesco are known to be a hard selling aggresive company which does cause a lot of bad press. I've never heard of any bad press from Sainburys which in their view is a good thing as a lot of people will avoid stores with bad press.

Good luck.

Answer 4

Shelves being bare is a customer service issue. It means firstly that there are certain products that are not available to the customer. It also means that the customer is viewing poor product displays. Ask yourself what impression would you get as a customer if you entered a shop and spot areas on the shelves that are empty. It doesn't look very good. This is something that should be addressed. The customer wants a shopping experience that is easy on the eye and where products are readily available. Research Shoppers Psyschology on the internet and use this material in your interview.

Bear in mind the 'So What theory' ...... If the interviewer asks you a question and at the end of the question the interviewer can say 'So What', more than likely you have just given a standard answer to the question. If however you answer the question and give some examples of how you think that customer service can be improved at Sainsbury's, thats not a 'So What' answer. Heres an example. Interviewer, "What do you think of Customer Service in Sainsbury's?". You " Its very good and I think customers are very happy". The Interviewer is thinking 'So What?'. Another example. Interviewer, "What do you think of Customer Service in Sainsbury's?". You " I think as a rule C/S is good at Sainsbury's. However, I feeel strongly that the customer wants a good shopping experience and that we need to establis exactly what the customer wants. We could survey our customers using questionnaires to establish exactly what they like about Sainsbury's and how we can improve their shopping experience .... etc. etc." Interviewer is thinking thats a nice answer and he definitley couldn't say 'So What'.

Research internet shopping. Tis has failed in many cases because shoppers like the experience of going to the shop. From the companies point of view, you can replace things like the smell of fresh bread on the internet.

Finally do a few customer service questions on sheets. Give them to a few friends. Get them to rate your various points as they shop at various stores. Here is a real life survey and great interview material.

Good luck ......

Answer 5

Customer service would be how the staff at Sainsbury's treat their customers - what is the service like at the till - were they polite, helpful etc. Were staff on the shop floor helpful when you asked for items - if you had a problem was it sorted efficiently and effectively with politeness? Suggest something like how till queues could be shorted - how prices could be displayed in a clearer way, how it's annoying when shelves are empty etc. Suggest things to Sainsbury's that you have perhaps seen and know work from other supermarkets. Good luck at your interview.

Answer 6

If I were you , I would go to both Tescos and Sainsburys and 'mystery shop' them, noting the differences as you go around ie: physical appearance - clean / tidy, cluttered / spacious etc; stock - full / empty shelves, special offers, range of produce; staff attitude - state of uniforms, smiles, helpfulness etc.

When you get to your interview, make a point of saying you have done this and it should give you major brownie points! I wouldn't recommend being overly criticle of Sainsburys, but do be honest.

Check out http://en.wikipedia.org/wiki/Customer_service particularly the table in section 4 - it should answer all your questions.

Above all, be confident, take a deep breath before you speak, smile, use open body language and don't be afraid to say that you don't know the answer to a question - it's better than being a smart ***!

Good luck!

Answer 7

Perhaps you could do your own experiment. Go to both stores and compare your experiences. you could make a point of asking for a particular item, or returning a product etc.
As well as the stores, you could also check out their websites and on-line services.

I personally have little experience of Sainsburys. I generally shop at Tesco purely becuase it is closest to where i live.

Answer 8

All sounds a bit much to me

Answer 9

Read this stuff..

http://www.sainsburys.co.uk/aboutus/policies/policies.htm?WT.svl=1&WT.seg_1=nav_primary