Action Matrix

Problem/Issue Findings Conclusions Recommendation

1. Persuasive The behaviour of the The respondents The researchers
Statement sales clerk as regard are not satisfied recommend that
to customer on the way of the the employees
satisfaction in terms sales clerk should improve
of persuasive introduce their their way of sales
statements got 3.8 0r product talking to gsin
satisfactory more customers to
improve their
sales.
2.lack of Product The problem Based on our The researchers
Knowledge encountered by the research the recommend that
sales clerk in terms respondents are the employees
of lack of product not contented on should attend
knowledge got 3.49 what the sales more seminars to
or satisfactory clerk information gain more product
given to them knowledge and
also to study the
content or
information the
product iself.

3. slow service The problem Some of the The researchers

encountered by the customersw are recommend that
sales clerk in terms not satisfied on the employees
of slow service got thre service given needed to be
3.33 % or by the sales clerk attentive and have
satisfactory self confidence so
that the customers
will be satisfied on
the performance
given by the sales
clerk.
4. Over Reactive and The problem Based on our The reseachers
assist encountered by the research some of recommentd that
sales clerk in terms the customers are the sales clerk
of over reactive and irritsble on the needed to avoid
assist got 3.4% or sales clerk in too much assisting
satisfactory terms of their over to the customers
reactive and assist because it will
cause an
annoying feeling
to them.
5. out of focus The problem Based on our The researchers
encountered by the research some of recommend that
sales clerk in terms the sales clerk are the sales clerk
of out of focus got out of their mind needed to be
3.4 or satisfactory when some of attentive and do
their customers not mind their
are asking on problem when
them. they are in work.

Chapter 4
 Summary, Findings and Presentation

Table 1. Frequencies and Percentage Distribution of Respondents according to

Age

Age Frequency Percentage

18-23 61 61%

24-29 32 32%

30 Above 7 7%

Total 100 100%

Table 1 shows that out of 100 respondent representing 100% were age from 18 to 23

years old with 61 respondents or 61%, 24 to 29 years old with 32 respondents or 32%,

30 and above years old with 7 respondents or 7%.

Table 2. Frequencies and Percentage Distribution of Respondents as to Gender

 Gender Frequency Percentage

Female 43 43%

Male 57 57%

Total 100 100%

The table shows that our respondents compose of 43 or 43% of female and 57 or

57% of male

Table 3. Frequencies and Percentage Distribution of Respondents as to Civil

Status

Civil Status Frequency Percentage

Single 88 88%

Married 12 12%

Widow None None

Total 50 100%

Table 3 shows that out of 100 respondents represent as 100%. Single respondents

were 88 or 88%, Married respondent were 12 or 12%, none for widow respondent

Table 4 Frequencies and Percentage Distribution of Respondents as to Civil

Status
 income Frequency Percentage

10 000-12 000 48 48%

12 000-15 000 20 20%

15 000 above 32 32%

Total 100 100%

Table 3 shows that out of 100 respondents represent as 100%. 10 000-12 000 were 48

or 48%, 12 000-15 000 were 20 or 20% and 15 000 and above got 22 or 32%

Table 5 - Assessment of respondents on the behaviour of the sales clerk as regards to

customer satisfaction in terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Quick Service Very Satisfactory

1.65 1.6 0.75 0.04 4.04%

The table shows that the behaviour of the sales clerk as regard to customer

satisfaction in terms of quick service got 4.04% or very satisfactory.

Table 6- Assessment of respondents on the behaviour of the sales clerk as regards to

customer satisfaction in terms of:

 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Persuasive Statement Satisfactory

1.1 1.72 0.87 0.1 0.01 3.8%

The table shows that the behaviour of the sales clerk as regard to

customer satisfaction in terms of persuasive statement got 3.8% or satisfactory.

Table 7- Assessment of respondents on the behaviour of the sales clerk as regards to

customer satisfaction in terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Accurate Information Very Satisfactory

0.95 1.76 0.99 0.6 0.01 3.57%

The table shows that the behaviour of the sales clerk as regard to customer

satisfaction in terms of accurate information got 3.57% or very satisfactory.

Table 8- Assessment of respondents on the behaviour of the sales clerk as regards to

customer satisfaction in terms of:

 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Respectfulness Very Satisfactory

1.35 1.72 0.69 0.12 0.01 3.89%

The table shows that the behaviour of the sales clerk as regard to customer

satisfaction in terms of respectfulness got 3.89% or very satisfactory.

Table 9- Assessment of respondents on the behaviour of the sales clerk as regards to

customer satisfaction in terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Overall Performance Very Satisfactory

1.5 1.68 0.72 0.04 0.02 3.96%

The table shows that the behaviour of the sales clerk as regard to customer

satisfaction in terms of overall performance got 3.96% or very satisfactory.

Table 10- Assessment of respondents on the problem encountered by the sales clerk in

terms of:
 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Impatient Very Satisfactory

0.6 1.08 1.11 0.68 0.07 3.54%

The table shows that the problem encountered by the sales clerk in terms of

impatient got 3.54% or very satisfactory.

Table 11- Assessment of respondents on the problem encountered by the sales clerk in

terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Lack of Product Satisfactory

Knowledge 0.7 0.84 1.14 0.72 0.09 3.49%

The table shows that the problem encountered by the sales clerk in terms of

lack of product knowledge got 3.49% or satisfactory.

Table 12- Assessment of respondents on the problem encountered by the sales clerk in

terms of:
 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Slow Service Satisfactory

0.55 0.6 1.08 0.92 0.15 3.3%

The table shows that the problem encountered by the sales clerk in terms of

slow service to customer’s got 3.3% or satisfactory.

Table 13- Assessment of respondents on the problem encountered by the sales clerk in

terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Over Reactive and Satisfactory

Assist 0.45 1.08 0.9 0.84 0.13 3.4%

The table shows that the problem encountered by the sales clerk in terms of

over reactive and assist got 3.4% or satisfactory.

Table 14- Assessment of respondents on the problem encountered by the sales clerk in

terms of:
 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Out of Focus Satisfactory

0.6 0.88 0.9 0.88 0.14 3.4%

The table shows that the problem encountered by the sales clerk in terms of

being out focus of sales clerk’s got 3.4% or satisfactory.

Table 15- Assessment of respondents on the sales personnel comply proper hygiene in

terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Neatness Excellent

2 1.76 0.38 0.6 0.01 4.75%

The table shows that the sales personnel comply proper hygiene in terms of

neatness got 4.75% or excellent.

Table 16- Assessment of respondents on the sales personnel comply proper hygiene in

terms of:
 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Proper Uniform Excellent

2.85 1.36 0.27 0.1 0.01 4.59%

The table shows that the sales personnel comply proper hygiene in terms of

proper uniform got 4.59% or excellent.

Table 17- Assessment of respondents on the sales personnel handle customer

complains in terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Return of Product Very Satisfactory

1.5 1.56 0.75 0.12 3.93%

The table shows that sales personnel handle customer complains in terms of

return of product got 3.93% or very satisfactory.

Table 18- Assessment of respondents on the sales personnel to handle customer

complains in terms of:

 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Quick Service Very Satisfactory

1.25 1.76 0.78 0.08 0.01 3.88%

The table shows that the sales personnel handle customer complains in terms

of quick service got 3.88% or very satisfactory.

Table 19- Assessment of respondents on the sales personnel to handle customer

complains in terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Immediate Response Very Satisfactory

1.15 1.85 0.96 0.12 0.02 4.1%

The table shows that sales personnel handle customer complains in terms of

immediate response got 4.1% or very satisfactory.

Table 20- Assessment of respondents on the sales personnel to handle customer

complains in terms of:

 Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Availability of Products Very Satisfactory

1.4 1.72 0.66 0.12 0.01 3.91%

The table shows that sales personnel handle customer complains in terms of
availability of products got 3.91% or very satisfactory.

Table 21- Assessment of respondents on the sales personnel to handle customer

complains in terms of:

Frequency/No. of Weighted Mean

Respondents Adjective / Numerical rate

5 4 3 2 1

Feedback, Very Satisfactory

Suggestions or 1.45 1.6 0.69 0.1 0.03 3.87%

Comments.

The table shows that sales personnel handle customer complains in terms of
feedback, suggestions or comments got 3.87% or very satisfactory.