Study on Product Specific Customer Expectations from Retail Sales Employees in Organized Retail Outlets

Retail organizations train their sales employees on product specific skills but do not do research to find out top three customer expectations and whether these expectations differ with gender of the customer. The paper investigates the customer expectations from retail sales employees with respect to the products sold. Customers visiting three retail organizations in different formats in Pune were surveyed. Structured questionnaire was used to carry out the survey. The results based on Friedman test and Mann Whitney U test indicate that complaint management, operational knowledge and prompt service are the most important customer expectations and these expectations do not differ with gender.