BUS 343
Direct Observation of Customer Behaviour

The products selected for our assignment were shoes and because they are everyday necessities as well as wearable statements, also the market demand is high. We chose shoes mainly because the ranges of consumers are continuous. This allowed us to thoroughly observe people who made purchases based on needs, social class, culture, age groups, and consumer behaviours. The shoes stores that our data was derived from were Payless Shoes Source, Stone Ridge, and Holt Renfrew.

Payless Shoes Source is a discount footwear retailer located in a low traffic mall center. Customers that enter the store are mostly families with children or older ladies in their late forties. There was little communication between sales associates and customers for they could choose and try on their shoes without assistance. The consumers of this store were purchasing due to the need of footwear but also for the reasonable or sales prices. Stone Ridge is a slightly higher end shoe store located in Metrotown Center that adheres to the younger edgier generations The consumers that walk in are individuals that stimulate their self –esteem by standing out and being constantly aware of their own appearances. A majority of the ladies like to try shoes that are compatible with their outfits and meet the approval of friends. The younger generations were inclined to purchase popular brands and styles mainly determined by mass culture. At Holt Renfrew, Downtown Vancouver, a majority of the consumers were dressed in brand name apparel and seemed to be accumulating to their collections. The sales associates and customers developed a trusting relationship and were both very knowledgeable of the shoes’ brands, quality and pricing. The consumers relied their purchases heavily on social class, these