Appendix D: Observation Guide for Bookstore
Artifact: Needs Assessment
This artifact was the observation guide for Needs Assessment taught by John Wedman, Ph.D.
Based on the Performance Pyramid
Date:
Time of day:
Number of sales staff:
Number of customers in store:
in book section:
in music section:
in clothing:
in gifts:
Tools, Environments and Processes
Do salespeople have the tools they need to sell books?
What is the general environment/store layout like for selling books?
Where are the customers in the book section?
Where are the salespeople in the book section?
Number of times sales staff approach customers:
Number of times customers approach sales staff:
How many book-buyers had interacted with sales staff?
How many browsers/non-buyers had interacted with sales staff?
What seems to be working?
What seems to not be working?
Expectation and Feedback
Do sales staff member seem to know what is expected? If yes, how?
Rewards, Recognition and Feedback
Are there any visible rewards, recognition, or feedback observed? If yes, what?
Performance Capacity
Are staff members able to do their tasks?
Motivation and Self-Concept
Do the staff members seem motivated to sell books? How so?
Do they seem to see themselves as helpful, customer-oriented sales people?
Competence: Knowledge and Skills
What kind of questions do customers ask?
Do staff members seem to answer them successfully?
Do staff members know how to do their tasks?
Other Notes
