M&S interview help please!

[Yayyayitsaholiholiday]

I’ve got an interview for Xmas work in M&S.

It’s just restocking the store etc, as it will be night work.
As part of the interview, they want me to look around the store for 10 minutes when I arrive and then share 3 things I have observed which I feel would improve the customer experience.

Would anyone know what sort of things they are looking for me to say please?

Many thanks for your collective wisdom!

Is their self check outs?

Are there colleagues stocking shelves while you’re walking round? If so, how are they minimising getting in the way of customers?
Are there obvious gaps on shelves or do there seem to be extra wide displays of certain things which could be masking gaps?
Are there enough baskets available when you walk in?

I’d say things like: shelves not full / spaces; things not clearly labelled with the price; confusing layout; bad lighting; displays in way of access for pushchairs or wheelchairs.

Better lighting
More mirrors
Better signage
More mannequins/posters/display screens showing full outfit ideas with accessories
Specific sections for Christmas party wear, winter wedding guest attire, weekend casual, etc
More staff floor-walking to answer questions/make suggestions
Point of sale stands with seasonally appropriate items - eg brollies and woolly hats, gloves, scarves, etc
A ‘waiting area’ by the changing rooms with kids toys and/or tv/magazines for family members waiting for those trying clothes on
Appropriate access for people with mobility needs and special trollies/baskets

These are very generic but just some ideas to get you started.

What to pair with steak and giving shoplifters baskets, according to m&s troll.

Mention anything which might look untidy or a health and safety risk. Empty cardboard packaging, a spillage that hasn't been fully cleaned up or something that might be tripped over. They want to know if you have the common sense to be able to see what needs doing to get the store ready for customers.

Customer service provided by staff has always been really important to M&S so I would be tempted to comment on something along the lines of staff.

I.e. could a customer have been helped by a member of staff doing something, are there staff members around to help or answer queries if needed, are customers being made to feel welcome by staff (smiling, acknowledging them etc).

Good luck! 😊

I work for m and s as a food manager and half the time we don't ask this question at interview so don't worry too much!

If asked, go with ...

Cages kept out the customers way as much as is possible. Shelves are filled when store is open of course and you can say you saw a cage and you were pleased to see it was placed as conveniently as possible for the customer (if indeed it was) as obviously a safe passage round the store is crucial

Shelves are rather empty in places right now. It's fine to say that you've noticed some gaps in replenishment and this opens up a conversation then about how we fill / in what order and what we are supplied with

Accessible staff. Was there someone you could grab as a customer if you had a query? If so, great. As they're recruiting for temp Xmas staff, chances are staff were thin on the ground or busy. Mention this.

🤣

Not going to lie, part of me was wondering if the OP was that OP.

All excellent suggestions above, noting to add. Good luck with your interview @Yayyayitsaholiholiday

Clear signage, availability of clothes in all sizes, make 'short' trousers shorter or do 'short' and 'very short ' for people 5' and under.
Similarly 'long' and 'very long's for tall women.

Sell umbrellas near the checkout, for people to grab if it starts raining suddenly.

Have realistic sized mannequins wearing the clothes.

I used to work for M&S many years ago, one of my observations was that there weren't many baskets available to shoppers, a basket usually increases average spend. Identify gaps in the shelves, bad labelling, if there are enough visible staff, queues at the checkout and changing rooms etc. Also comment on positives like good service, nice lighting etc.

Don't forget stalking the manager too!!

I'd be looking for gaps, products in wrong places. Also, is everything clean, concerns about health and safety, ie something customer might not notice and trip over, drink left by customer that could cause spillage and tripping. Baskets at entrances and around store. If you think something could be displayed better.

I might suggest this time of year a specific chrismtas area.lots of people coming one sting gift and outfit,games idea. Having several items to do with this one theme might help people and help them browse more.
the store assistants I always found in their always look to busy to help or just placid at worst better than me.They need to look open.communication on walking by.smiling etc.be happy to help and don’t be afraid to say something looked nice.
bug enough change

Ask the staff for their perfect pairing recommendations

Segregating the changing rooms on sex.

Ask a bra fitter if they are trained to fit bras for women after mastectomy. If they don't then they should. If they do then why isn't there a poster advertising the service.

Do they have multi lingual staff? If they do then do the name badges should have flags so customers know.

@kateandme your post doesn't make a huge amount of sense but are you saying that you think M & S don't have their Christmas stock together?

Of course they do...

One thing I see is when things on the top shelf are so far back on that shelf you can't reach . Usually when the items at the front of the shelf have sold

Putting things like Christmas wrapping paper next to the Christmas gifts...

Are the clothes tidy? Nothing on the floor or in the wrong place.

One thing that really annoys me is when I see a mannequin wearing something I like... but can't find the item in the store!

Make baskets available around the store not just at the front door.

That M&S troll with go down in history!

Good luck with the interview OP!

Hello @Yayyayitsaholiholiday

I hope the interview went well!!

Do you mind me asking what the interview involved, I also have an interview for a night temp job, and I am really nervous, just been made redundant and it’s been a while since iv had an interview!!

Clothes being in size order on racks, not muddled. Many moons ago I worked at M&S when I was a student and we had to keep clothes in size order all the time.

@P2000 it went really well thanks - I got the job on the spot!
I spent plenty of time (10 minutes) walking the store and spotted quite a few things and noted them down and explained the issue with each thing, rather than just stating what I had seen. We talked briefly about the physical nature of the work, the night shift and what customer service means.
It was very straightforward. Good luck!

Thank you for replying, I feel a lot more relaxed now about the interview!!

Thats great you got the job!!