... have in place the idea of a 'mystery shopper'. This is whereby an undercover employee (normally selected by the head office) enters the store as a customer. The idea is to test what kind of customer service their employees really provide for true customers. Normally they will ask a member of staff for an item that is not available or will appear to be an awkward customer in order to test the level of training the employee has undertaken. However, the outcome of a mystery shopper is more a reflection of the stores management as it highlights areas needed for improvement, which is extremely beneficial to any company. In order for Sainsbury's to function properly as a company, close attention has to be paid to its Personnel function, as it is an essential part of the process of management. The effectiveness of any work organisation is dependent upon the efficient use of ...

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