INTRODUCTION TO BIG BAZAR A chain of shopping malls in India currently with 101 outlets owned by KishoreBiyani’s Future Group. Reflects the look and feel of Indian bazaars at their modern outlets. All over India, Big Bazaar attracts a few thousand customers on any regular day. 1,70,000 products under one roof.
Business Objective To increase footfalls and enhance sales by: Attracting customers by giving them various offers. Inculcating in their minds the value for money through these offers. Increasing the average consumption of existing customers.
RECOMMENDATIONS Retailing through internet and web based technologies. Big Bazar needs to focus more on customer relationship management and improved in store assistance(building loyal customer base and developing a more profitable-loyalty cycle. Customer care centre to guide and counsel about customer loyalty program. More hoardings could be placed that could bring awareness to people (at metro station).
RECOMMENDATIONS Training must be provided to sales personnel not only of their counters but for other functions also. Job rotation and training will enhance their knowledge, job profile and boost the morale of employees to effectively perform their duties and the responsibilities. Stress Buster Exercises must be organized during evenings in sessions as employees have to stand all throughout the day.
RECOMMENDATIONS Long Queues at the Billing counters: Customers usually face problem in billing their purchased goods. Waiting in long queues forces them to leave certain products thereby loss of sale to Big Bazaar. So billing counters must be increased and employees at the billing should be given training so that they could bill the products in much lesser time and the people at the billing stations should have the information about the special offers and the events that are being conducted at the store so that the customer inflow can be accordingly handled.
RECOMMENDATIONS More brands should be included. Exchange offers must be made clear as the consumers are often not clear about how to use them. Seating arrangements must be made for customers as well as for employees also. Invest in supply chain infrastructure.
RECOMMENDATIONS Ease distribution – infrastructure creation. Care to be taken to maintain proper inventory levels and the varieties and offer the customer what is needed rather than offering what is available.(Brands like Nike, Adidas, Reebok, etc) Added on facilities like Home Delivery and to an extent credit it plays an important role in Customer Acquisition and retention programs.
RECOMMENDATIONS Aggressive expansive plans in II tier cities will open up new world of opportunities. Offer most exclusive brands under all categories. The Store personnel should be more friendly and easy approachable ,they can also offer drinking water, lime soda or tea to the customers once they enter in the store. Effective After Sales Service.
RECOMMENDATIONS Product Uniqueness- Offer merchandise of highest quality. The floor plan has to be structurally laid out so that merchandising can be efficiently handled and displayed. Introduce best Promotional campaigns which make sense and also understandable to attract distant city crowd. The store has too many things at the same place.
RECOMMENDATIONS Availability of most exclusive brands under all categories. Directions for every department should be given. Increase the space between product racks. Increase the number of washrooms and maintain hygiene. Damaged products should be removed.