Hamleys - Toy Store

2. PRESENTATION ON HAMLEYS
Submitted to
World Class Skill Center
Submitted by
Ashutosh Chauhan

3. HAMLEYS (DLF MALL OF INDIA)
NOIDA

4. HAMLEYS
• Hamleys is an Indian-owned toy retailer, one of the largest
in the world. It is currently owned by the Indian company
Reliance Retail. It was founded by William Hamley in High
Holborn, London, in 1760 and that was a flagship store in
the London.
• They have started their journey form making wooden toys
and they are the leaders in the toys store market. They
continued their Legacy from 1760 to till now. Hamleys is
expanding their business in all over the world. We have an
real example in India they are expanding their business on
high levels they are about to open 100 stores in India till
the end of 2019. They have 58 stores right now.

5. ABOUT THE STORE
DLF MALL OF INDIA (NOIDA)
4th FLOOR
WEBSITE:- WWW.HAMLEYS.COM
TOTAL EMPLOYESS:- 60 (Staff, Supervisor,
DSM, SM)
OPENING STORE AT :- 9:00 A.M.
CLOSING STORE AT :- 10:00 P.M.

6. QUALITY POLICY
• In our store to maintain the quality policy we assure
our customers to provide as much as facilities and
also give them the door to door facility to the
customers those who live near our store or in DELHI
NCR. And also give them the exchange facility in
which if the product they buy is defective or not in
good working condition they can exchange with
another product or with the same. And also if they
gifted it to someone and they have the same at
their home or they are not liking it they can also
exchange.

7. DETAILED OPERATIONS, PRODUCTS
AND SERVICES WITH BRANDS
• STOCK MANAGEMENT.
• TIME TO TIME JINGLES.
• REPLENISHMENT .
• VISUAL MERCHANDISING.
• GIFT WRAPPING.
• DEMONSTRATIONS OF THE PRODUCTS.
• HANDLING THE QUARIES OF THE CUSTOMERS.
• ORGANISING ACTIVITIES ACCORDING TO THE NEW
PRODUCTS LAUNCHING STRATEGIES.

8. JOB DESCRIPTION
• FUN CONSULTANT
• DATE OF JOINIING :- 5/5/2019
KEY RESPONSIBILITIES
• TO ENTERTAIN THE CUSTOMERS BY GIVING THEM
THE QUALITY SERVICES.
• GIVING THEM THE DEMONSTRATION AND
EXPLAIN THEM HOW TO USE THE PRODUCTS .

9. STORE HIERARCHY
Store Director
Store Manager
Deputy Store Manager
Fun Consultant (FC)
Supervisor

10. PRODUCT MIX
 GIRLS SECTION
 BOYS SECTION
 RIDE ON’S
 SCIENCE SECTION
 ART & CRAFT
 PRE SCHOOL
 MUSICAL INSTRUMENT
 BOOKS SECTION
 SOFT TOYS (PLUSH)
 GAMES & PUZZELS
 RC SECTION
 GUNS SECTION

11. RACKS & DISPLAY
•Every section have a
different rack.
•For Teddy Bear they
have like supermarket
rack.

12. RACKS &DISPLAY
•Some time toys or
branded big cars are
kept on table display
which is centrally
located to attract the
kids.

13. RACKS & DISPLAY
• Gondola were present at end.
• Rack shelf is depend on the
size of the toys.
• Wall flashing done to attract
people.
• The height of the rack is max 5
feet. Shelf is also max 4-5.

14. ENTERTAINMENT
• All the demonstration
and entertainer are be
at the entrance level.
• They are showing
demonstration on new
toys which are operated
on battery or very
attractive.

15. KEY LEARNINGS FROM ON
THE JOB EXPERIENCE
Learning regarding Sales and Retail
 Customer delight is our priority.
 Understanding the need of customer is the most important
thing for both the customer and the company.
 Understanding the behavior of the customer.
 Never judge a customer by their appearance(the main learning I
have got).
 Upselling and Cross selling is the key to success.
 Product knowledge is very important as customer can come to
you with any query.

16. LEARNING REGARDING OPERATIONS
AND SUPPLY CHAIN MANAGEMENT
 There are 4 teams working in our store for the
smooth running of the operations (the sales team,
the back office team , security and loss prevention
team and the house keeping staff) All have equal
importance in the store -
 Sales Team - Focus on the sales and replenishment of stock.
 Boh Team - Maintain the availability of stock.
 Slp Team - Take care of shrinkage.
 House keeping Team - Helps in gift wrapping and maintaining the
cleanliness and a clutter free environment.

17.  I learnt how to arrange the stock on customer demand
as we have to first make a STN(stock transfer note) and
then we have to place a STO(stock transfer order) and
then we have to bring that stock to our store.
 After receiving the goods ,the GRN(goods received note)
of the goods is done before taking them to the floor.
LEARNING REGARDING CUSTOMER SERVICE
 HAMLEYS has it’s own service sequence-
HAMLEYS
FIRST
IMPRESSION
APPROACHING
THE
CUSTOMER
MEETING
THE NEEDS
LOST IN
DEMOS
ENGAGING
TILL
EXPERIENCE
SEEING
THEM OFF
YOU
COME
FIRST

18.  Even at the cash till, there is a sequence everyone has to follow
which is G.G.C.B.A.L.T.
G - Greeting
G - Gift Wrapping
C - Complimenting The Product
B - Battery Addition
A - ATV(Average Transaction Value)
L- Loyalty
T - Thanks
 If a customer enrolls himself or herself for the Loyalty program
then 2% of their shopping is added to their card and they can
redeem them when they have 100 points = 200 Rs.

19. LEARNING REGARDING THE WORKING
ENVIRONMET OF THE COMPANY
 The working environment at hamleys is very energetic as
you have to keep performing demonstrations the whole
day and also you have to sing jingles.
 The staff is very helpful, no matter if he/she is your
senior or a fun consultant at the same level.
 There is happiness and smiles all around you as they are
so many children around you in the store.
 The best part is there is a healthy competition in the
store, everyone is there for each other, we work as a
team.
 You learn to work under pressure and how to handle
different type of problems.

20. CASE STUDY
I attend the customer he want to exchange his Air
Hockey because the Air Hockey was not proper
work after listen his problem I told him about our
company policy of exchange .That his date of
exchange is already passed and Air Hockey was
damage but he was not ready to understood and
after that I contact to my supervisor and told him all
about the case but finally a solution came out and
we take a photo of Air Hockey and sent to store
manager after few minutes store manager approve
for exchange.

21. THANK YOU