Interview with Mr.

Iftikhar (Supervisor of the Gourmet branch)

Place: Gourmet Bakers and Sweets Faisalabad

1. In which department you operate?

I am working in sales department of Gourmet Bakers and sweets

2. What is your job description here?

I am working as a supervisor in the Gourmet bakers

3. How much time have you worked here?

I have worked for about 3 years in this company

4. Does the company give you family benefits?

No, we dont get family benefits here. Its all about how much you work you are paid for that
only but after working 5 years in the company they will give us some discounts in some
products.

5. Would you refer your friend to work here?

I am not taking any responsibility of how much satisfied I am hell be the same but yes, its a
good experience to work here.

6. Have you ever observed or experienced any discrimination at the workplace?

No, theres no discrimination on any basis in the workplace

7. How many supervisors work here?

There are two supervisors in the morning and two in the evening

8. What is the timing of your work?

Its 10 hour job and I work here in the evening.

9. Are you satisfied with your job?

Yes Alhamdulillah I am satisfied from my job.

10. Whats the relationship of your staff with the customers?

We take care of our customers on every cost and our we keep trying fulfilling their needs on
time ,giving them services on time and selling them high quality products.

11. How do you deal with the customers?

We are very much trained about customer services and all the staff is responsible for not
returning any of our customers dissatisfied.

12. What do you do if a customer returns the good back?

If theres not any fault in the product then we dont accept the returned good.

13. What if you are confronted with an aggressive customer?

We have a complaint manager for this purpose and all the complaints are handled and
processed by the complaint manager

14. What if any customers are touching your things that they shouldnt touch?
We ignore at the first attempt but we warn if the customer repeats the action and theres a
danger of breaking of goods.

15. Do you give any post sales service to your customer?

Yes if the good that the customer have bought is having any defect than we do consider it.

16. Do you sell quality products?

Yes we sell quality products and theres no compromise in the quality of products we sell.
The major emphasis of our company is to sell quality not quantity.

17. What advertising plans have been adopted by the company?

We have our own site www.gourmetbaker.com.pk for the advertisement of products and
company, we have introduced our Gourmet restaurant by giving pamphlets to the customers,
we havent advertised our products on media, and our branches throughout Lahore is itself an
advertisement of the company.

18. Whats your relationship with the suppliers?

We have good relationship with our suppliers .They have never been late in delivering the
supplies, our upper management is very efficient and works hard to solve these problems we
have loyal suppliers .suppliers have never disappointed us.

19. How you maintain your inventory?

We have full knowledge of after how much time we have to inform management about our
inventory gourmet products are freshly made and then we have a good system of inventory
check for the other goods.

20. How much profit your company earns in each month?

We are not familiar with the profits but the company earns good profit thats why they have
decided to make chains in Lahore and they are also earning excellent profit.

21. Who you think your competitors in this area?

Our company has few competitors Nirala, cakes & bakes etc but in this area we have Good
luck bakery is our direct competitor.
22. Whats your sale in the Eid season?
We have a large amount of customers in Eid days and large profits are earned during the
other festivals too.
23. Which product of your company is sold mostly in the festivals?
Our sweets (mithae) and cakes are sold mostly and sweets mostly as its a traditional gift.

24. What do you offer for the children?

We offer cakes of different cartoon characters and we also prepare cakes which the picture of
the birthday girl /boy on the top of the cake.

25. What do you feel is your parking fulfills the requirement of the customers?
No, we face problems when theres high traffic, or large customers and mostly in eid days.

26. Do you give concessions or discounts to customers?

No we dont give discounts to the customers; prices are fixed for all customers.

27. Do you give discounts to your staff?

Yes, we give discounts to our staff, theres a card of 15% and 25% according to the post and
hierarchy of jobs and the persons who own that card from the company have discounts on all
good sold at Gourmet.

28. Do you allow your customers to borrow goods from you?

No, we ask for the immediate cash payments and we dont give them goods on credit.

29. How many sales person are working in your this branch?
There are about 15-16 persons working as sales persons in this branch.

30. Do you give training to them?

Yes, we have a training program for them, our 12 sales persons are fully trained and the other
3 / 4 sales persons are kept for training / probation.
31. What if the customer complains about the product?
If theres a serious complain then we send the product to the head office and if the complaint
is not serious then we take the defected product from the customers and change it with the
new product from the store at the spot.

32. Any new products you offered?

Yes the company believes on developing new products of Gourmet, we have just introduced
our gourmet milk and gourmet ice cream.

33. So what was the response of the customers?

The gourmet ice cream gave very good response but the customers were complaining about
the milk .they were saying the milk is not of good quality and it smells when the packet is
opened .but now this complain is also removed by the company. Its also giving positive
response.

34. What if the customers are frequently complaining about a sales person?
Then we fire him with the investigation of his performance. We are trained for the customer
services; even if theres a fault of the customer we negate the sales person in front of the
customer.

35. Who is on the upper post from you?

Its the Zonal manager of each branch.

36. Whats the turnover rate of your sales persons?

Its 5% in a year. The turnover rate is very low in the company, all the employees are highly
satisfies with their jobs.

37. How is the environment of the shop?

The environment is very friendly .We enjoy working here

38. How is the relationship between the sales persons?

They are very helpful to each other; we are never confronted with any conflict between the
employees.

39. What do you do when theres a large no. of customers in shop?

Then we distribute our sales person around the two sides and they are trained not to suffer
from being committed by fraud or mistake.

40. How do you greet your customers?

We greet them by saying Assalam alaikum sir/miss and what can we do for you?

41. Do you have any feedback system so that you can improve your systems?
Yes we have a segment of customer care in which the customers can give feedback about the
services or products .it can also be done through our complaint manager.

42. Any other services you provide on internet/website?

Yes we have a segment of career support in which we have given the job description of the
employees we need for the company .and the interested persons can contact us on the site .i.e.
send your application with one page CV on following address
career@gourmetbaker.com.pk

43. Do your company does market search for R&D?

Yes, Our Company survey the new products required by the customers and the new products
the customers need. It also deals with the change in the products or enhancement in the
existing products.

44. Are you completely satisfied with the job?

Yes, I am completely satisfied with my job.

45. Compared to a year ago how would you describe your current job satisfaction level?
I would be much more satisfied with my job.