The initial management decision question is $"$Do store sales employees and$/$or service personnel exhibit the correct interpersonal behaviors that are important in ensuring positive interactions with customers, leading to a satisfying customer marketplace experience?"

Using a disguised observation method $[$also known as the mystery shopper technique$],$ collect, analyze and interpret data that can be used to address the following research questions:

How well do the $[$selected retail situation$]$ store employees and$/$or service staff interact with their customers?

How friendly are the store's employees and$/$or service staff to the customers?

How courteous are the store's employees and$/$or service staff to the customers?

To what extent are the store's employees and$/$or service staff helpful in meeting customers' needs and wants?

What is the level of product$-$service knowledge exhibited by the store's employees and$/$or service staff?

How satisfying was the $[$selected retail situation$]$ experience?