Which term is used to describe studying customer behavior by watching them in real settings without asking questions?

• A. Observation method
• B. Mission
• C. Niche market
• D. Night auditor

Answer: (A)

The main concept here is observing customer behavior in natural settings to understand how people actually behave without prompting them. This approach captures real actions, interactions, and moments as they occur, without the influence of survey questions or interviews. By watching how customers move through a space, where they linger, which services they use, and how staff respond in real time, you gain insight into actual experiences and potential pain points. This data helps inform layout design, service workflows, and overall guest flow.

The other terms aren’t about gathering behavior through watching people. A mission is the purpose or goal guiding an organization. A niche market refers to a small, specialized customer segment. A night auditor is a hotel staff role responsible for overnight financial and front-desk tasks.