Abstract

This caselet starts with a description of the induction training program of Shoppers’ Stop which is focused on gearing the new recruits towards customer satisfaction. It gives an insight into various training and motivation initiatives taken by the retail chain. It also discusses the innovative performance assessment method adopted by Shoppers’ Stop.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Importance of training employees in a retail set up
• Role of motivation in improving customer service
• and Performance appraisals in retailing.

Keywords

Shoppers' Stop, Employee, Training, Motivation, Customer Care, Attrition, Retailing, Customer, Satisfaction