WHRT4 -3- SBA Task: Case Study 2017

INSTRUCTIONS AND INFORMATION
1. / Answer ALL the questions.
2. / Read ALL the questions carefully.
3. / Number the answers according to the numbering system used in this assessment task.
4. / This assessment task must be done individually.
5. / Write neatly and legibly.
QUESTION 1
Read the following case study carefully and answer the questions:
Informal retail outlets vary from taverns to tuck shops. In particular, spaza shops run from home, offering both food and non-food products. Spaza shops also have direct contact with product manufacturers, for instance some spazas receive Coca Cola products on a cash basis direct from the manufacturer. Hawkers, street stalls, fast foods and kiosks are among the informal market retailers who buy their goods from wholesalers. It is important for these outlets to make sure that they uphold good customer service standards because customers are the source of cash.
The South African Food Retailing Market is dominated by different speciality stores like Pick n Pay, Shoprite, Woolworths, Spar, etc. which trade under several store names and also operate discount outlets. Truworths International is South Africa's premier fashion retail chain store and has over 500 stores. A few of its brands include Truworths Man, Identity, Ginger Mary, YDE and Uzzi. Woolworths Holding Limited is another chain store. Cash Build and Build It are retailers known for providing hardware and building materials.
Retail buyers in these outlets play a major role in ensuring that the stores are stocked with goods/products at reasonable prices.
1.1 / List THREE retail outlets mentioned in the case study that fall under informal retail sector. / (3)
1.2 / Mention TWO categories of products sold at a spaza shop. / (2)
1.3 / List FIVE external customers of any of the retail stores mentioned. / (5)
1.4 / Mention TWO categories of goods found in an outlet like Pick n Pay. / (2)
1.5 / Mention TWO formal retailers that specialise in the following products based on the case study:
1.5.1
1.5.2
1.5.3 / Clothing
Food
Hardware
(3 × 2) / (12)
1.6 / Describe the TWO routes that the stock flows to consumers who buy their goods from the spaza shops mentioned in the case study. / (7)
1.7 / Give FOUR examples of good customer service standards provided by an informal outlet. / (4)
1.8 / Explain how the following good listening habits are used when dealing with customer queries:
1.8.1
1.8.2
1.8.3
1.8.4 / Concentration
Show interest
Use questioning to understand a query
Stay focused on the conversation
(4 × 1) / (4)
1.9 / Draw an organisational hierarchy applicable to a formal outlet like Woolworths Holding Limited. / (7)
1.10 / Draw an organisational hierarchy applicable to an informal outlet like spaza shop. / (2)
1.11 / Describe the hierarchy for an informal outlet like spaza shop. / (3)
1.12 / Describe the hierarchy for a formal outlet like Woolworths Holding Limited. / (5)
[50]
TOTAL: / 50