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Goyal) Page 1
1. I TRODUCTIO
Retailing consists of the business activities involved in selling goods and services to
consumers for their personal, family, or household use. It includes every sales of goods and
services to the final consumer.
Retailing as an industry
Retailing is world's largest private industry with annual sales over $ 6600 billion. Wal-Mart
annual sales over $ 250 billion. It has share of 2.3% of U.S. G.D.P. There are nine retailers in
Fortune 100, which highlights the importance of retailing as category.
According to a market estimate after agriculture, retail is the largest single sector, both in term
of turnover or will as employment in India. With market size of $200 billion. The report said
the Indian retail industry is in revolution phase.
Organized retailing in India, which account for less than 4%, is likely to grow four fold in the
next five years. That means it will grow from current size of around $4 billion (Rs. 17,000
Crore) to around $15 billion (Rs. 66000 Crore) the neighborhoods corner shops estimated at
70 million across the country, and village Mela’s characterize the unorganized and
fragmented nature of retailing in India.
Institute Of Business Studies & Research Pune (Satish P.Goyal) Page 2
RETAILERS I I DIA
1) K. Raheja Group
▪ Shopper’s stop
▪ Home Stop
▪ Mother care
▪ Hyper city
▪ Crossword
▪ Planet M
2) Tata Trent
▪ Westside
▪ Star India Bazaar
▪ Landmark
3) RPG Group
▪ Spencer’s supermarket
▪ Spencer’s daily
▪ Spencer’s hypermarket
▪ Music world
4) Reliance Group
▪ Reliance fresh
▪ Subhiksha
5) Bharti Group
6) Aditya Birla Group
7) Café Coffee Day
8) Pantaloon retail (I) Pvt. Ltd
➢ Pantaloons ➢ Big bazaar ➢ Food bazaar ➢ Fashion station ➢ All ➢ Blue sky ➢ E Zone ➢ Collection I ➢
Home Town ➢ Central Mall
9) Godrej Group
➢ Godrej Aadhar ➢ Nature’s Basket
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TABLE 1.1 : TOP 20 RETAILERS WORLD WIDE
Retailers Sales (US$)
1 Wal-mart Stores, Inc 163,532 2 Carrefour group 52,196.10 3 The Kroger Co 45,352 4 Metro A G
44,163 5 The Home depot INC 38,434 6 Albertsons inc 37,478 7 ITM Enterprise SA 36,762 8 sears,
Roebuck and co. 36,728 9 Kmart Corporation 35,925 10 Target Corporation 33,702 11 J.C. penny
Company, Inc. 31,503 12 Royal A hold 31,222 13 Safeway Inc 30,801 14 Rewe-Gruppe 30,578 15 Tesco
PLC 30,404 16 Ito-Yokado Co., Ltd. 30,237 17 Edeka-Gruppe 30,002 18 Costco Companies, Inc 26,976
19 Tengelmann
warenhandelsgesellschaft
26,509
20 The daiei, Inc 26,486
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RETAIL I I DIA
The retail industry in India is largely unorganized & predominantly consists of small , independent,
owner-managed shops. Retailing is INDIA’s largest industry in terms of contribution to GDP
& constitutes 13% of GDP. There are around 5 million retail outlets in India. There are also
an uncounted number of low cost kiosks (tea stalls, snacks centre, barber shops, etc) & mobile
vendors. Total retail sales area in India was estimated at 328 million sq.mt.in 2001, with an
average selling space of 29.4sq.mt. per outlet. In India the per capita retailing space is about 2
sq. ft, which is quite low compared to that of developed economies.
In 2000, the global management consultancy AT Kearney put retail trade at 400,000 crore , which is
expected to increase to Rs.800,000 crore by year 2005 – an annual increase of 20%.
According to the survey, an overwhelming proportion of the Rs.400,000 crore retail market is
unorganized. In fact only a Rs20,000 crore segment of market is organized. There is no
integrated supply chain management outlook in Indian traditional retail industry.
Food sales constitute a high proportion of the total retail sales. The share was 62.7% in 2001,worth
apprx. Rs 7032.2 billion, while non food sales were worth Rs.4189.5 billion. However the
non-food retailing sector registered faster year-on-year growth than the food sales sector. The
trend to market private labels by specific retail store is catching on in India as it helps to
improve margins. The turnover from private labels by major retail chains was estimated at
around Rs 1200 million in 2001.
CURRE T SCE ARIO OF I DIA RETAIL:
➢ Unorganized market; Rs. 583,000 crores.
➢ Organized market; Rs. 5,000 crores.
➢ 5 x growths in organized retailing between 2000-2005.
➢ Over 4000 new modern outlets in last 3 years.
➢ Over 5,000,000 sq. ft. of mall space under development.
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➢ The top 3 modern retailers control over 750,000 sq.ft of retail space.
➢ Over 400,000 shoppers walk through their doors every week.
➢ Growth in organized retailing on par with expectations and projection of the last 5 years: on
course to touch Rs. 35,000 crore or more by 2005-06.
TABLE1. 2: GROWTH I RETAIL OUTLETS (MILLIO S):
Year Urban Rural Total 1978 0.58 1.76 2.35 1984 0.75 2.02 2.77 1990 0.94 2.42 3.36 1996 1.80 3.33 5.13 Source:
www.indiainfoline.com
TABLE 1.3: COMPOSITIO OF URBA OUTLETS:
Retail outlet Composition
Grocers 34.7%
Cosmetic stores 4.0%
Chemist 6.3%
Food stores 6.6%
General stores 14.4%
Tobacco, pan stores 17.0%
Others 17.0%
Source: www.indiainfoline.com
TABLE 1.4: COMPOSITIO OF RURAL OUTLETS:
Retail outlet Composition
Grocers 55.6%
General stores 13.5%
Chemists 3.3%
Others 27.6%
Source: www.indiainfoline.com
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Retailing in India
∎ Diversities differentiates itself from the standard development of modern retail anywhere in
the world.
∎ Conventionally, retailers focus on homogeneity and continuity in order to derive benefits of
scale and efficiency in their system.
∎ Globally, retailers develop two or three major formats which are largely standardized, may
not work in India.
∎ Significantly large, truly pan-Indian, multi-format modern retailing model needs to be
developed in India.
∎ The Indian market will provide the footsteps to develop a model for globalizing retailing.
∎ This will be the biggest contribution of Indian retailers to the world.
∎ Indian retailers can establish ‘thought leadership’ is in the field of technology.
∎ Unlike in developed countries, Indian retailers do not have ‘legacy systems’ on which they
have to build their technology platform.
∎ As retail grows and develops fresh technology-led solutions, India will take a leap and the
next generation retail technology solutions may well come out of India.
∎ Usage of RFID and the next practices in technology-based retail solutions may well emerge
from Indian retailing.
∎ Indian retailers would do well to develop their own systems and benchmarks that are admired
and followed the world over.
Research Problem
Rational/ Scope of Study
Research Design
• Research Methodology
•
Type of research
Sampling Design
• Technique of sampling
• Sample Population
• Sample Frame
• Sample unit
•
Sample Size
Data Collection
• Primary Data
• Secondary Data
Fig 1.1
DATA COLLECTIO :
PRIMARY SOURCE: The method of data collection is done by the way of survey; this is
a process where by first hand information is collected. This method is needed for meeting the specific
objective of research study. I have collected primary data in the form of filled structured
questionnaire by customers. In first questionnaire I collect whole data about customer’s feedback
about LOYALTY CARD. In second I collect all the data regarding to comparative analysis.
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SECONDARY SOURCE: The secondary data was collected in the form of company
profile and product profile from the Web Site of PANTALOONS. Some other Web Sites were also
referred. For collecting the required data the CSA’S of the mall were also consulted. The data has
helped in ascertaining the strategies and approaches of major players in market. Thus the study
involved collection, analysis and interpretation of a lot of data relating to this sector. The data is
collected from various sites, books, journals, etc.
SAMPLE DESCRIPTION:
After deciding on the research approach and instruments, the marketing research must design the
sampling plan:
1. SAMPLI G SIZE: The target for this the customers who come for shopping inside the
mall. Sample size of the study is 200 customer’s who come for shopping inside the mall.
2. SAMPLE SELECTIO PROCEDURE: Since it is the survey of customer, to obtain an
unbiased result the customers sample from the population were interviewed randomly. So the
sampling technique chosen for the research is Random sample technique. Every customer
inside the mall had an equal chance of being interviewed.
3. SAMPLE U IT: The customer who come for shopping inside the mall is the sample unit.
4. CO TACT METHOD: Personal approach to each and every customer for all surveys and
interviews were the Contact method used for obtaining a proper and detailed feedback. A face-to-
face Interaction took place with each sample representative.
The data collected through questionnaire was properly classified and
tabulated in the form of a report. These reports formed the basis for the comparative analysis and
drawing inferences there from. From the inferences drawn certain conclusions and recommendations
were made.
5. FIELD WORK:
The fieldwork was conducted for a period of 15 days for both the research. Interviews were
conducted inside the mall by face – face interviewing.
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2.1 REVIEW OF CO CEPT A D THEORIES:
FIRSTLY WE DISCUSS ABOUT WHAT IS CUSTOMER LOYALTY?
SHETH & MITTAL have defined customer loyalty as “ a customer’s commitment to a brand , store
or supplier based on a strong favourable attitude & manifested in consistent re-patronage .”
Fig 2.1
Strong Behavior weak
Strong
Weak
ATTITUDE
The above given definition of customer loyalty includes both behavior &
attitude, which can result in four possible situations as shown in above fig.
When both attitude & behavior are weak , it means no loyalty exists , weak attitude indicates the
customer may not have any liking for the brand & the store. While weak behavior means that the
purchase of the brand or visiting the store is sporadic. When the attitude & behavior are strong , it
means that the customer has a strong brand or store loyalty. The remaining two situation cases are
interesting.
When behavior is high but attitude is low, it can be said that the customer has spurious loyalty, i.e
the customer may buy the same brand again & again or shop at same store regularly but may not have
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a preferential attitude towards it. Very often in such instance the choice of the brand or store may due
to convenient location or the customer loyalty is incidental & not yet well founded, he or she may
easily switch brands change stores if given more choice or interesting price deals. Thus the retailers or
marketers would have to make efforts at strengthening the customer’s perception of the brand’s or
store’s image.
In the quadrant with strong attitude & weak behavior, the customer can be said to be having latent
loyalty. The customer likes the brand or store but is unable to buy or visit the same probably because
the price is too high or he or she lacks accessibility to the brand or the store. Thus in such instances ,
the retailers or marketers needs to reduce whatsoever barriers & tap the hidden potential of the
market.
Retailers are beginning to focus their attention on encouraging customers to visit outlets, treating
them to attractive promotions, thus adding more value to their best customers & satisfying them in the
process. For to the retailers, customer loyalty will indicate that customer are committed to purchasing
merchandise & services from them & will resist the activities of competitors attempting to attract their
patronage.
The term customer loyalty is used to describe the behavior of repeat customers, as well as
those that offer good ratings, reviews, or testimonials. Some customers do a particular company a
great service by offering favorable word of mouth publicity regarding a product, telling friends and
family, thus adding them to the number of loyal customers. However, customer loyalty includes much
more. It is a process, a program, or a group of programs geared toward keeping a client happy so he or
she will provide more business.
Customer loyalty can be achieved in some cases by offering a quality product with a firm guarantee.
Customer loyalty is also achieved through free offers, coupons, low interest rates on financing, high
value trade-ins, extended warranties, rebates, and other rewards and incentive programs. The ultimate
goal of customer loyalty programs is happy customers who will return to purchase again and persuade
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others to use that company's products or services. This equates to profitability, as well as happy
stakeholders.
Customer loyalty may be a one-time program or incentive, or an ongoing group of programs to
entice consumers. Buy-one-get-one-free programs are very popular, as are purchases that come with
rebates or free gifts. Another good incentive for achieving customer loyalty is offering a risk free trial
period for a product or service. Also known as brand name loyalty, these types of incentives are
meant to ensure that customers will return, not only to buy the same product again and again, but also
to try other products or services offered by the company.
Excellent customer service is another key element in gaining customer loyalty. If a client has a
problem, the company should do whatever it takes to make things right. If a product is faulty, it
should be replaced or the customer's money should be refunded. This should be standard procedure
for any reputable business, but those who wish to develop customer loyalty on a large-scale basis may
also go above and beyond the standard. They may offer even more by way of free gifts or discounts to
appease the customer.
Some of the common bases for attracting customers are having dedicated employees, variety,
unique merchandise & superior customer service. But the challenge for the retailer is to have a loyal
database of customer, who will be unwilling to switch their loyalty. The strategies are built after:
1. Developing a clear & specific positioning strategies.
2. Making customer develop an emotional attachment with the retailer’s product offerings.
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Ten Tips to Build Customer Loyalty
The key to a successful business is a steady customer base. After all, successful businesses typically see
80 percent of their business come from 20 percent of their customers. Too many businesses neglect this
loyal customer base in pursuit of new customers. However, since the cost to attract new customers is
significantly more than to maintain your relationship with existing ones, your efforts toward building
customer loyalty will certainly payoff.
Here are ten ways to build customer loyalty:
1. Communicate. Whether it is an email newsletter, monthly flier, a reminder card for a tune up,
or a holiday greeting card, reach out to your steady customers.
2. Customer Service. Go the extra distance and meet customer needs. Train the staff to do the
same. Customers remember being treated well.
3. Employee Loyalty. Loyalty works from the top down. If you are loyal to your employees, they
will feel positively about their jobs and pass that loyalty along to your customers.
4. Employee Training. Train employees in the manner that you want them to interact with
customers. Empower employees to make decisions that benefit the customer.
5. Customer Incentives. Give customers a reason to return to your business. For instance, because
children outgrow shoes quickly, the owner of a children?s shoe store might offer a card that makes
the tenth pair of shoes half price. Likewise, a dentist may give a free cleaning to anyone who has
seen him regularly for five years.
6. Product Awareness. Know what your steady patrons purchase and keep these items in stock.
Add other products and/or services that accompany or compliment the products that your regular
customers buy regularly. And make sure that your staff understands everything they can about your
products. Read Know Product Basics for more.
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7. Reliability. If you say a purchase will arrive on Wednesday, deliver it on Wednesday. Be
reliable. If something goes wrong, let customers know immediately and compensate them for their
inconvenience.
8. Be Flexible. Try to solve customer problems or complaints to the best of your ability. Excuses ?
such as "That's our policy" ? will lose more customers then setting the store on fire. Read our 60-
Second Guide to Managing Upset Customers for more information.
9. People over Technology. The harder it is for a customer to speak to a human being when he or
she has a problem, the less likely it is that you will see that customer again.
10. Know Their ames. Remember the theme song to the television show Cheers? Get to know the
names of regular customers or at least recognize their faces.
Kharchey
ban gaye
kamai !
This is the slogan of the future card.
Apart from this CENTRAL’s goes with various loyalty services such as FREE redeem of
parking coupons, free alteration to all customers, sometimes free home delivery to customers
etc. this is the loyalty scheme run by CENTRAL.
The main benefit beyond this future card is you can use
this card in various outlets run by FUTURE GROUP!
Apart from this as we talk about other player in retail sector SHOPPERS having FIRST
CITIZEN card. INDIA BULL MEGA STORE having PPC(pyramid power club) which goes
with loyalty card.
Before FUTURE CARD there were CENTRAL CARD which is only applicable for
CENTRAL’S purpose. It is a loyalty card for CENTRAL’S customers. Following are some
details about CENTRAL’s card.
Exclusive Benefits
• Get 0% EMI option for purchases more than Rs. 3,000/- at Central.
• Get free gift voucher of Central worth Rs. 250/- with the offer booklet.
• Earn 4 reward points for every Rs.100/- spent at Central. Also earn 1 reward point for every
Rs. 200/- spent at merchant establishments other than Central.
• Priority Payment Counters at Central for cardholder to save valuable time.
• Cardholder gets priority to view the product launches and seasonal collections at Central.
• Upto 10% discount to all cardholders restaurants within Central, on bills of Rs. 250/- and
above.
• Get 12 free coffee vouchers on approval of card.
• The Cardholder will get access to select airport lounges across the country with
complimentary snacks and non-alcoholic beverages.
• All the benefits of Solid Gold Card.
These were all the benefits provides by CENTRAL’S card.
After that PANTALOONS introduces FUTURE CARD for all its stores.
Future card is powered by ICICI BANK (CREDIT CARDS). Future card is like a retail credit
card. Lots of offers & gifts are there on the FUTURE CARD.
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BRA DS GIFTS & OFFERS BIG BAZAAR 1st 3 months 15% off on fashion
1st 3 months 10% off on general
Merchandize.
FOOD BAZAAR 1 KG Food bazaar sugar free
1st 3 months 3% off on foods.
Pantaloons Rs.100 off on apparel purchase of
Rs. 500 or get a T-shirt worth Rs. 299 on apparel purchase of Rs. 1000 Central Rs. 50 off on Rs.1000 & above
purchase.
For 1st 3 months Rs. 250 off on Rs. 2500 & above purchase.
BRAND FACTORY Rs. 50 off on Rs. 1000 & above
purchase.
For 1st 3 months Rs. 250 off on Rs.2500 & above purchase.
DEPOT Rs .50 book free from exclusive
depot collection per month. Shoe Shoe polish/socks FREE on Rs.
100 per month. Mport/genm Airtel live VAS cards ( worth Rs.
500 content FREE) Planet sports Rs. 249 Spalding/Converse cap
FREE on purchase of Rs.111 & above per month. F123/CO 1 video game FREE per month
with load of min. Rs. 50 TOP 10 Rs. 200 off on Rs. 1000 & above
purchase. Home Town Gift worth Rs.250 for every Rs.
1000 & above spent per month.
Get gift worth 7.5% of purchase above Rs. 10,000 at HOME TOWN. STAR & SITARA 1 time foot massage FREE
per
month. eZONE A head phone worth Rs. 199 with purchase through FUTURE CARD at eZONE. Futurebazaar.com
A Future card & futurebazaar.com
MUG worth Rs.50 on 1st purchase every month. Bombay blue 10%-15% off on total bill amount.
COPPER CHIMNEY 10%-15% off on total bill amount
YATRA 10%-15% off on total bill amount
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PENNE 10%-15% off on total bill amount
SPAGHETTI 10%-15% off on total bill amount
The Apollo Clinic For 1st 3 months 50% discount on a
range of special FUTURE CARD & Apollo health checkups.
15% off on health check up. 20% off on diagnostics checkups. HP Get 2.5% surcharge waiver on fuel
purchases at select HPCL outlets. Lilliput 10% discount for Future card
holders on all Lilliput apparels & accessories.
15% discount on all Lilliput footwear. VLCC Inaugural offer: 1 face / body
firming session plus counseling worth Rs. 2000 FREE.
Regular offer: slimming/beauty/hair package 30% flat discount.
Regular offer: beauty services -30% flat discount.
Regular offer: 15% off on RBS(salon services)
Travel Port 15% off on Domestic packages
10% off on Weekend breaks. 12.5% off on INTERNATIONAL packages. Table 2.1 list of brands in FUTURE
CARD
These are all details about FUTURE CARD. These are all offers which are provided by
FUTURE CARD. This is first time in INDIA that any company providing such type of
LOYALTY CARD which any 1 can use in number of brands.
This type of card really change the mind of customer towards the LOYALTY.
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2.2 REVIEW OF PREVIOUS RESEARCH & FI DI G
FOLLOWING RESEARCH HAS BEEN DONE BY :
Central strategy
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Sales Objectives
Profit Satisfaction of Publics Image
Specific
Daily and Short term Operations
activities
Responses of environment
Evaluation Control
Adjustment
Element of Retail Strategy
Overall Strategy
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Objectives are the retailer's long term and short term goal. A firm may pursue one or more of
their objectives Sales (growth, Stability and market share) Profit (level, return on investment,
and efficiency) Satisfaction of public (Stockholders, consumers and others) and image
pinioning (customer and industry perception)
Next consumer characteristics and needs are determined and a retailer elects a target market.
A firm can sell to a broad spectrum of consumers (Mass Marketing) Zero in an one consumer
group (concentrated Marketing) or aim at two or more distinct group s of consumers
(differentiated marketing) with repeated retailing approaches for each.
A broad strategy in then formed. It involve controllable variables (aspects of business a firm
can directly affect) Uncontrollable variable (factors of a firm cannot control and to which it
must adapt)
Controllable Variables Uncontrollable Variables
1. Store Location 1. Consumers
2. Managing business 2. Competition
3. Merchandise management 3. Technology
and pricing
4. Communicating with the 4. Economic Condition
Customer 5. Seasonality
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Central Mall
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Controllable Variables of “Pune central”
Store Location -
1. It Cover the customer of shivajinagar, aundh, & north-western part of Pune, which has
emerged as an IT hub.
2. Central provides a complete shopping service for a major part of consumer shopping.
Central also include for certain type of home wares & other thing.
Managing of Business –
The record area of strategic planning managing a business into two major element human resources.
The Retail Management - Management look like promotion, display are very good at central
there are special promo area for different event.
Special price policy like Buy 2 gets one Free.
At the end of week central give special offer in merchandise.
Merchandise Management and Pricing:
Product Mix – Central keep all the category of merchandise. Different choices of
merchandise are in the More is according to their classification.
Price - Central charge medium& high price but offer wide range of deep assortment. With
regard to pricing central choose several pricing techniques (such as leading following, cost
plus/demand oriented and so on) then decide what range of price is set, consistent with the
More is image and quality of goods and service offered.
Uncontrollable Variables :
Consumers - Basically central target upper medium& high class people According to this
central learns about its target market and from a strategy consistent with consumer trends and
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desire. Selecting a target market is within a retailer's control but the firm cannot sell goods or
services that are beyond the price range of its customers not wanted, or not displayed or
advertised I n proper manner.
Competition - Competition in retail sector increasing in India. Retail industry even organized
retail is fragmented industry in India. Every region has local competitors (Margin Free in
Kerala, Subiksha ,Nilgiri in Chennai) Big Bazaar , Reliance and Spencer are close rivals of
More make a good presence in Maharashtra while R.P.G. make good presence in south India.
Government has gave the approval F.D.I. in retail sector so it will increase competition n
retail rector wall Mart J.C Penny, Mark & Spencer could inter in Indian Market.
Technology - In today's world of retailing technology is advance rapidly. Computer system is
available for inventory control and check out. Operation. Bar coding has revolutionized
merchandise handling and inventory control.
Economic Conditions - Economic condition of India is more better than one decade before.
Per capita income as increase by 5.2% in this fiscal year. G.D.P. also increase people have more
disposal income. Unemployment Interest rate, inflation tax levels and the annual gross Domestic
product (GDP) are Just some economic factors with which a retailer copes and which it cannot change
In outlining the controllable to consider and adapt to forecast about international, national state and
local economics.
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WORK DO E
➢ Understanding the Retail operations.
I did my summer project from Central 2. In Central there are 5 floors and each floor is divided into
each segment .
Ground floor is having all international brands like Lacoste , Tommy Hilfiger , Nautica and many
more .
First floor is having ladies and kids section and Shoes section .
Second floor is divided into 2 sections in which 1 section is for all Casuals in which we have
brands like Lee, Levi’s, Lee Cooper etc. and the another section is for Planet Sports in which all main
brands are existing like Adidas , Nike , Puma , Converse etc.
Third Floor is for all Men’s formal dressings like Arrow, Excalibur, Peter England, Urbana,Van
Hausen, Wills lifestyle etc. and we also have ethnic wears also in which we have Akkriti and
Manyawar.
Fourth Floor is for Casual’s wearing and Home Furnishing also in casuals we have brands like
Provogue, Status quo, M Square, Proline and many more brands.
Fifth Floor is divided into 2 segments. 1 is for Food court named as “Spoon the food court” and
another section is for Food bazaar in which you can get all the FMCG goods .
These are the segments and floors in which central 2 is divided. I did my project basically for 3rd
floor which is known for FORMAL’S SECTION.
In each floor there is the Floor Manager, ADM(asst. departmental manager), Team leader,
CSA’s. all these people working for a floor.
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After my 3 months project in CENTRAL I can say there are 6 PARAMETRES OF RETAIL
OPERATIONS. These are the parameters which is to be followed and maintained by every
organization .
1 STOCK.
2 STAFF.
3 CUSTOMER& CUSTOMER SERVICE.
4 SALES.
5 VISUAL MARCHE DISI G.
6 MARKETI G & PROMOTIO AL EVE TS.
STOCK
Stock is very essential part of operation. We should know about the stock presence on the floor.
On which brand we have a full option & cut option .so we have to make option plan of the floor
every Monday.
We makes stock requirement also of those product which is fast moving & on demand items.
A manager should also aware about each and every brand requirement and he has to make sure about
the refilling and replenishment of the stock . The stock has to be refilled accordingly.
Sometimes some of the items are not moving in brands then we send it back to the vendors or
sometimes we send it to Brand Factory.
Profit Maximization
- In Retail industry at the end of the day the one thing which matters is
only one thing that is profit . In central for earning profit we daily distributed the targets for each and
every brands and these brands have to perform better for the achievement of the their targets . They
also got there brands targets on monthly , quarterly and yearly bases . For the achievement they do
hard work and if they succeed in achieving their targets then they get incentives according to their
contribution.
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Staff
In Operations Staff plays a important role in achieving the targets . Sales executives are the persons
which are directly interacted to the customer and they know what the customer actually want.
Customer can’t meets to the Managers directly.
So it’s necessary that staff should be well groomed & interactive to the customer.
We daily check the grooming of staff just like hair cut, clean clothes, etc & their eye contact, body
language, communication skill etc.
We should train the staff time to time like:
• How to communicate with customers?
• How to increase the selling?
• How to make the customer to purchase more?
Sales
How will you survive and grow in profitability in today's very competitive marketplace?
Consider these facts.
1. Your margins are already stretched.
2. You're stretching your advertising dollars as far as they'll go.
3. You don't have the brand or product loyalty that you once had.
Then how will you compete?
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It's simple!
You'll compete by maximizing your greatest source of productivity -- your people!
Look at these realities.
1. Few companies budget sufficient dollars to professionally train their sales
And customer contact people.
2. Most retail salespeople are poorly trained in professional selling skills.
3. Most training is product training.
4. Old-fashioned sales techniques are outmoded and contribute to turnover and poor job performance.
Modern day, value-focused selling can usually increase a salesperson's effectiveness
Around 15% to 25%.
As a Manager we have to look up following thing, so that we know about our actual selling &
achievement of our target:-
• Walk ins- no. of customers is coming in our mall?
• o. of bills- how many customers are purchasing out of them?
• Average bill value- total sale/no. of bill
• Floor contribution towards mall- for ex. Floor 3 contributes 15 to17 % of mall selling.
• Specific brands contribution towards mall- Van hausen, Arrow etc. is the brands who are
contributing higher in floor 3.
• Sq. feet return of the brand- each brand has to provide a specific area in sq. feet
Sales in month /sq. feet area =sq feet return in month/ no. of days.
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Managing Promotions, Events, Alliances and partnership-
▪ In order to ensure the success of an event or promotion, it is necessary that the store where
action is to take place be geared for the same.
▪ Managing alliances and partnership with local partners is also an important part of store
operations.
▪ Display of merchandise and point of purchase material has to be managed at the store level.
▪ An integral part of managing a super market is an understanding of fresh produce and its
storage needs and replacing the product when needed.
▪ Control of perishables and sanitations are two important aspects of the operations of the store.
During my project in central they organized event named as “THE GREAT FRENCH AFFAIR”
The main purpose of this event was to get familiar our customers with the French culture.
By celebrating this festival they tried to experience the French culture.
.
(Short term) Consumer promotion can do
1. Increase sales
2. Build Market share
3. Generate awareness and trial of new brand
4. Stimulate retrial
5. Encourage repeat purchases
6. Generate purchase continuity
7. Provide alternate usage suggestions.
8. Stimulate trade-up to larger sizes
9. Temporary adjust pricing
10. Defense against competitive activity
11. Excite the sales force.
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I was the part of 3 events in PU E CE TRAL
1. The Great French affair.
2. Youth buzz.
3. EOSS (end of season sale).
The Great French Affair 10th May - 1st June 2008.
Come fall in Love! With the spirit of France...
Experience the glamour of Eiffel Tower at Central
▪ Wine Tasting: Come get a heady taste of the finest French wines on all weekends.
▪ French Feast: Watch mouth watering French delicacies being whipped up by a renowned
chef on all weekends.
▪ Le Pastry: Delectable French pastries will have you begging for more.
▪ Paris Runway: Watch the leading models sizzle on the ramp in designer French collections
on May 17th & 24th 2008.
▪ French Makeover: Get a stunning 'Ooh la la' French Style makeover.
▪ La Troupe: Sizzle, Shake and Cheer with French Cancan dances on May 10th 2008.
• Dance Classes: Learn charming French moves from leading dancers on all weekends
• Art De Portrait : Get your portrait sketched by a true blue French
Youth buzz :
➢ Double your shopping.
➢ Double your eat
➢ Double celebrate
Youth buzz offering you no. of discounts & offers like
• Denim exchange mela.
• Magic weekend
• Offering apparels like future C.E.O., Saturday night fever.
Overall response from the customer was good.
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EOSS: (E D OF SEASO SALE)
THE BIGGEST DISCOU T CHALLE GE BY CE TRAL’S
HAPPI ESS SALE UPTO 50% OFF*
Basically EOSS means stock clearance sale. During this period there were huge no. of discounts
are over there.
During this sale period huge crowd was there, because of discounts on each and every item.
Main thing in this period is stock. Before 10 days of the sale period we send requirement of the stock
to each and every company for this period.
Main work during this season is to manage all thing including signage’s, proper updates of offers.
There were special offers on 15th ,16th,17th AUGUST because of INDEPENDENCE DAY, RAKSHA
BANDHAN.
❖ How can you better present your store and products to the buying public?
Start by doing a basic evaluation of your store.
Front Signage:
• Is your sign up-to-date or is it old and dated-looking?
• Is your sign clearly visible and in good repair; no holes, cracks or burned out bulbs?
• Does your sign tell customers what type of products you sell at a glance?
• Do you have adequate signage for your building as it relates to street visibility?
• Does your signage make a strong statement about your company?
Interior Signage:
• Is your product signage uniform in design?
• Does your product signage describe the high points or features of the product?
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• Is signage up to date?
• Is directional signage easy to see and understand at a glance?
• Do you use signage as part of your visual merchandising?
Floor Coverings:
• Is your floor clean and fresh looking?
• Is your carpet clean, lying well, and vacuumed?
• Is your entry clean and in good repair?
• Are you using multiple styles of floor coverings to direct traffic flow and distinguish between
departments?
Lighting:
• Are all of your bulbs operating and in good condition?
• If using fluorescent bulbs are all bulbs the color temperature?
• Is your appliance area bright in contrast to the more subdued electronics area?
• Are you using Track or spotlights to create focal points?
• Good white light 3500 to 4100K should be used to light an appliance section.
Housekeeping:
• Is your store clean? Are floors waxed and buffed, carpet shampooed and vacuumed?
• Is your product neat and tidy?
• Are your aisles free of clutter and boxes?
• Is your exposed office area neat with continuity?
Store Display Fixtures:
• Do your store fixtures match or are they a conglomeration of manufacturer's displays?
• Are your fixtures broken or in disrepair?
• Are your fixtures being used for the products for which they were intended?
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• Does your store use store fixturing? (Appliance fixtures, built-in fixtures, platforms,
gondolas, etc.)
Apart from these there are some work which were performed by me as a “Management
Trainee”.
1. Daily distributing sales report to each and every CSA including target & last night’s
sale.
2. Daily check the global counting book of the stock.
3. Keep details of all the inwards & outwards on the floor.
4. Check whether the staging & color blogging is perfect or not.
5. At the weekends (sat. & sun) help cashiers for packing & sometimes for billing also.
6. On the Mondays collect the details of fast moving merchandize from each and every
brand & their requirement of stocks also.
7. During the GREAT FRENCH AFFAIR I had perform the job to tell every customer
what is the French festival is all about?
8. After this festivals, I also work for “Customer Feedback Counter”. Where I had to
request each and every customer to feel the feedback form. From which I can get
more knowledge of customer behavior, there expectation from the mall.
9. During the sale period (eoss) lots of work there which I performed.(staging, color
blogging, stock inwards, placing of gondola’s, rearranging the section because of a
huge stock in each section.
10. During EOSS sometimes I help for alteration also.
11. On the billing counters it really tough to handle the customers over there, for that
purpose I was always there to solve all the problem.
This is all about my project profile during my internship.
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DATA A ALYSIS
Research 1:
Objective:
To collect whole detail about the awareness of customers towards FUTURE CARD.
Sample size: 200 customers
How often do you buy apparels (clothes)?
OPTIONS RESPONSE
Once a year 25
Once a month 35
Twice a month 65
Thrice a month 75
TOTAL 200
How often do you buy apparels (clothes)?
16%
34%
Once a year Once a month 20%
Twice a month
Thrice a month
30%
Research 2
:
Objective : To collect data for COMPARATIVE A ALYSIS with respect to other
stores in PU E.
Sample size: 200 customers.
PARAMETERS PU E
PIRAMYD WESTSIDE MEGA MART
CE TRAL
Price 68 29 34 23 46
Brands
Available
Observations:
1. From this research, there are majority no. of customers who buys more than 3 times in a
month as compare to other customers. So these customers are loyal customers for
CENTRAL’S. No of other customers who buys more than 2 times, 1 time in a month are
also there. These are also the targeted customers for the CENTRAL’S.
2. There were higher percentage of customers who like to buy from CENTRAL as compare
to other competitors.( pyramid, shoppers etc.) means majority of customers are like to
shop from CENTRAL’S. So by organizing some events or with good product range &
discounts, these remaining customers get diverted towards CENTRAL.
3. As per the data collected through this survey, we can say higher no. of customers are
youngsters. Along with professionals, businessmen etc. between the age group 25-35.
4. Majority of females customers are there, as compare to male customers.
5. As per income range is concern, majority of customers are high class customer’s means
income(30000+/month).who loves to shop in CENTRAL’s. They are really brand
conscious.
6. There are higher no. of customers who spend more than 3000 for their 1 time shopping,
more than 3000 also. Some customers are there who even shop more than 10000 also.
Basically main objective behind this questionnaire is to collect information about the
awareness about FUTURE CARD among the customers.
As per the data collected by questionnaire, i am very disappointed by the result that is
only 30% customers were aware about the FUTURE card.
The main reason behind it is that they don’t have any idea about FUTURE CARD. Only
few of them know about it. The main reason behind it is, there is no display inside the mall
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for FUTURE CARD. All the employees working over there are not aware of that, among 200
customers only 30% customers have the FUTURE CARD.
After that i ask for their interest in FUTURE CARD, more than 75% customers are
interested to be a part of FUTURE CARD. They are really very interested to be a member of
FUTURE CARD. They want more information about the FUTURE CARD.
Recommendations:
As per all this data, as per my opinion is concern, CENTRAL’s have to think more about
the FUTURE CARD. Because as we discuss above more than 75% customers really very
interested to be a part of the FUTURE CARD.
This one is really very important thing where CENTRAL’S have to be concentrate.
Because of this they get more LOYAL customers. CENTRAL’S have to arrange some events
for promotion of FUTURE CARD. Including proper displays inside the mall, informing every
employees over there to tell every customers about the FUTURE CARD.
At the cash counter keep any executive to give information to each and every customer.
Or make a proper section for FUTURE CARD at the entrance of the mall. By that every
customer get idea about FUTURE CARD.
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WEBSITES
➢ www.retailbiz.com
➢ www.google.com
➢ www.retailyatra.com
➢ www.wikipidea.com
➢ www.timesofindia.com
➢ www.economictimes.com
➢ www.future.com
➢ www.amazon.com
➢ www.futurebazaar.com
APPENDIX
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Mega mart
7) How much do you normally spend on apparels (clothes) bought from shopping malls in a
single shopping
Not Applicable
8) Customers aware of “FUTURE CARD” Loyalty Programme in CENTRAL’S ?
No
11. Do you have FUTURE CARD?
No
10) Are you interested to be a part of FUTURE CARD?
Less than 500
Between 500 to 1000
Between 1000 to 2000
Between 2000 to 5000
More than 5000
Yes
Yes
Yes
No
Research 2
: QUESTIO AIEER
Objective : To collect data for COMPARATIVE A ALYSIS with respect to other
stores in PU E. (CE TRAL, PRAMID, SHOPPER’S, WESTSIDE, MEGA MART)
Sample size: 200 customers.
Q.1) Which store you find the price best?
Q.2) Which store you find that there is a good range of brands available?
Q.3) Which store has a good product range available?
Q.4) Which store has a good trial room facility?
Q.5) Which store has got good promotional offers?
Q.6) Which store provides the best service?
Q.7) Which store has a good parking facility?
Q.8) Which store has a good store layout?
Q.9) Which store has organize good events?
Q.10) Which store has good ambience?
Q.11) Which store has good food court?
Q.12) Which store has good loyalty scheme?
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