EXAMINING EXISTING INTERPERSONAL MENTALIZING SKILL GAPS IN DIFFERENT RETAIL FORMATS

Retail sector are developing these days in terms of profits and by increasing number of retail formats. While visiting retail outlets few things were observed. The customers are more interested in buying from organized stores and from big brands. They are interested to spent time with their family members while doing shopping. To attract more customers employees have to take some extra initiatives. In order to see that employees Interpersonal Metalizing skills were studied. In which the employees can read the mind of their customers and understand their phycology. Four main skills were studied in this. Are they able to do rapport building with their customers. Are they able to detect non- verbal clues of their customers. Are they able to take bird eye view. And lastly are they able to shaping the interaction with the customers. The survey is conducted from 120 employees working in different retail formats out of them 40 employees are working as supervisors and 80 employees are working as subordinates. The results shows that as compared to supervisors subordinates feel there is more skill gap. This study further suggests skill gap a major concern faced by retail employees