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1.Improve the book search system.
2.Strengthen the management of employees and provide on-the-job training to improve their business competence. Avoid problems with empty cashiers and rude service.

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1.set up suggestion box to ask customers’ opinion
2.make employees do professional skill test

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ask customers question after they left store so employees won't know their behavior have been observed

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Obstacles: too many competitors； location selection； employee turnover rate is high，need cost many time on employees' training； quality of service, operation management system

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1. Solving the traffic problem (difficult parking, inconvenient public transportation) can attract more customers；
2. Set the student staff ratio, recruit more stable staff, and reduce the cost of training and recruitment；
3. Strengthening operation supervision and improving service quality can stabilize existing customers and attract new customers

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The management board received complaints from customers
1. Methods:
- Surprise visit - failed
- Use of mystery shoppers - failed (students might be biased and do not want to point at other alumni)
- Questionnaire -
2. Timing
reasonable

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Other methodology: observation, group focus, interview

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Student employees are not knowledgeable and helpful as they may not that familiar with the bookstores.

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Customer service: unfriendly staff, unprofessional attitude, queue...

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Loss of customers => Loss of sales

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Loss of reputation/ Damage the brand image

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Employee satisfaction survey carried out more often

Provide the incentives to employees with high performance

Place complaints/ suggestion box

Promote the ads on website..

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Word of mouth advert
Increase the customer profile/ More customers
Establish/Enhance bookstore's reputation