Treatment of the Customers Based on Their Appearance - Research Paper Example

Human Observation Project TOPIC: treatment by sales people as it relates to the appearance of a PART BASELINE INFORMATION Problem ment Human individuals are basically different from each other on many levels of being unique. There are those who are different in dress styles or fashion choices based on their economic standing, while there are those who simply wear what they feel comfortable wearing for the day based on whatever they are supposed to be doing (Myers, 1985, 45). This particular fact among humans though has been used by others to profile them. This behaviour is practically observed particularly in stores or shops where salesmen and sales ladies are further expected to assist to customers' needs in a constant manner. For this documentation, an observation on how sales people practically profile their customers even before they enter the shop and how they treat the said individuals after profiling them shall be further presented. It is expected by the researcher that through this particular documentation a better idea on how people deal with people based on how they carry themselves shall be better focused upon. Theory Statement The application of personality theory shall be used in this documentation to see how people respond to other individuals' appearance and approach to clothing selection and presentation (Allport, 2002, 43). This theory is to be used to attain the basic aim of finding out how reactions of a person towards another creates a definite behavioural effect on the part of the one who is taking the role of the observer (Carver, 2004, 34). Basically, the personality theory is based upon the identification of human behavioural response towards the matters that are happening around them, may it be regarding a particular event or a particular person they might have a connection with. Hypothesis H1: A salesperson would react accordingly towards a customer's appearance. The attitude of the sales person changes as the appearance of an individual changes as well. Hnull: A salesperson responds to the customer's needs regardless of what they wear or how they seem to appear. Procedure or Methodology To assure that this research would garner considerable results that are in connivance with the hypothesis being proven, the researcher has decided to place an accomplice who would stand as two different people in two different events that are considered to be the primary situations that are to be used as the key conceptual factor that would be the foundation of this experimental research. During the first trial, the accomplice would be dressed as a rather ordinary person in slippers and would be asked to enter a jewellery shop. A recording of the conversation that would occur between the accomplice and the personnel that would approach him would be recorded. He would then choose a particular accessory and buy it and an observation on how the sales person and other personnel involved would react to the gesture of the accomplice shall be recorded for observation as well. During the second trial, the accomplice shall be dressed well. The observation shall be recorded by the accomplice himself. This time, he would not buy anything from the shop. The comments shall be recorded as much as possible to give a possible reflection on the hypothesis that is being proven in this experimentation. Results FIRST TRIAL: There were three sales personnel in the shop. Two of them approached the ordinarily dressed accomplice. One stood just beside the jewellery stand while the other assists him closely. Not actually knowing what to offer to the accomplice, the sales person just accompanied him wherever he went acting like as if he would steal the accessories that he inspects for buying. The guard was also standing at a steady trying to see what the accomplice was doing. Everyone in the store was likely adamant about the situation but never showed any "shooing" character towards the accomplice. When the accomplice finally buys something, it seemed like as if the hard attention given to him was rather loosened and everybody was acting relaxed. To understand what happened in a clearer picture, the diagram of events below shall present a more vivid result of the first trial application of the experimentation handled herein: FIGURE 1: Situational Procedures The diagram above visually presents the turning of the situations as they happened during the application of the experimentation process. Basically, the warm colours represent the heating up of the environment during the entrance of the accomplice in the shop while the cool colours suggest the cooling off of the environment as the situations turn around. Discussion As seen from the descriptive text and the visual presentation shown above, it could be noted how the matters heated up due to the supposed profiling of the sales person towards the individual or the accomplice in connection with the ways by which he was dressed up. Likely, their reaction and treatment of the accomplice during the earlier events created tension among the different personnel handling the situation. Basically, the process of profiling made a hard approach on the acceptance of the personnel on the possibility that an ordinarily dressed individual would buy and not steal from a prestigious jewellery shop as it was (Bradberry, 2002, 76). PART2: Behaviour Change Problem Statement Reactions of human individuals towards another change through time, given the fact and the possibility that the other changes as well; truthfully, the treatment received by individuals from the society may change based on the appearance that they present themselves with. This perhaps is the reason why some people are overly concerned as to how they present themselves to others so as to assure that they are respected by others. However, is this a practically healthy human behaviour In this part of the experimentation, an observation on the behavioural change that occurs among the personnel noted in the earlier part of the situation build up as the accomplice changes his appearance upon entering the same shop and showing lesser interest on the products being sold in the said area of commercial exchange. Theory Statement The utilization of the personality theory would still be carried on unto this part of the experimentation so as to prove that human individuals react differently as they perceive and expect a particular person would react to their concerns. Hypothesis H1: sales persons react to the appearance of a person based on the values that concern them which is selling and gaining considerable profit and expects a response from the individual they consider to be worthy of their service. Procedure or Methodology The second trial on the first experimentation shall be used on this part of the research. The same accomplice who presented himself in the first situation shall present himself again only in a more considerable appearance that might likely be more accepted by the assistants in the jewellery shop. It is during this time though that the accomplice would not buy anything and would not show much interest on the products that are sold in the shop. Results Through observation, the accomplice noticed that unlike the first time, he was now welcomed warmly and was assisted willingly by the personnel in charged in the shop with no hesitation at all. However, when it resulted to his not purchasing anything from the shop, it was as if their expectations were not met that they appeared to be less interested in sending the accomplice out. They were less warm when they said their goodbye's to the accomplice. Discussion From the second situation, it could be seen how the difference of reaction of the personnel towards their perception of the customer based on his appearance and clothing has actually affected the process by which they served the needs of the client. Apparently, they see through their clients' dressing style if they could actually afford the products that they are selling or not. As a result, when they think that they are likely to sell, they become more interested of the client, whereas on the other hand, if the client seems incapable of buying anything from the shop, they become less caring on what he wants and is more concerned on what he is doing in the shop. This fact is somewhat disheartening sometimes. However, it should be carried into consideration too that jewellery shop personnel attendants are concerned in profiling much more than that of the other sales personnel from other shops and other boutiques since what they sell is much more expensive than that of the merchandise of other shops. However, building up tension around any particular client is a specific mistake taken into consideration by these assistants as they might scare of someone who actually has the capability to something. Profiling might be needed but still, utilizing it as a precautionary measure on the part of assisting personnel should be considered with limitations and minimal application (Rickman, 2004, 53). References: Carver, C., & Scheier, M. (2004). Perspectives on Personality (5th ed.). Boston: Pearson. Myers, Isabel Briggs; Mary H. McCaulley (1985). Manual: A Guide to the Development and Use of the Myers-Briggs Type Indicator (2nd ed.). Palo Alto, CA: Consulting Psychologists Press. pp. 8. Allport, G. W. (2002). Personality: A psychological interpretation. New York: Holt, Rinehart & Winston. Baron, J. (2002). "Intelligence and Personality." In R. Sternberg (Ed.). Handbook of Intelligence. Cambridge: Cambridge University Press. Bradberry, T. (2007). The Personality Code. New York: Putnam. Engler, Barbara (2006). Personality Theories. Houghton Mifflin. Ryckman, R. (2004). Theories of Personality. Belmont, CA: Thomson/Wadsworth. Read More