The Student Kirti khandelwal is a Final Year Student of Dezyne E' cole college doing her BBA. This Project has been undertaken by the Student during her Summer Internship at Future Group,Home Town. The Topic of her Internship is Customer Relationship & Services.

1. A
PROJECT REPORT ON
CUSTOMER RELATIONSHIP & SERVICES
In marketing field of management
SUBMITTED TO
DEZYNE E‘COLE COLLEGE
BY
Kirtikhandelwal
TOWARDS THE PARTIAL FUFILLMENT OF 3rd
YEAR IN BACHELOR OF
BUSINESS ADMINISTRATION
Dezynee‘cole college, Ajmer,
106/10, civil lines, ajmer- 305001

2. FUTURE RETAIL
LTD. COMPANY
Portfolio management
Kirti Khandelwal, Bachelor of Business Administration
DEZYNE E‘COLE, COLLEGE
www.dezyneecole.com

3. GRADE SHEET
Dezynee‘cole college,
106/10, civil lines, Ajmer
305001 (RAJ.)
Tel= 0145-2624679
This project report of Miss. Kirtikhandelwal of bachelor of business administration of2nd
year program of B.B.A has been graded as______________
Thanking you
Principal
(seal& signature)

4. Acknowledgement
I would like to express my gratitude towards FUTURE RETAIL LIMITED company for
giving me an opportunity to work as a summer intern for the duration of one and half
month as a part of training of our course.
I express my gratitude to all those who initiated and help me in the successful
computation of this project.
I express sincere gratitude to Mr. PRASUN SARKAR (service dpt. Head, NOIDA) and
our faculty guide MISS NEHA BAGGA for supporting us during the project work .
I also take this opportunity to express my indebtedness to Mrs. VINITA MATHUR ,
PRINCIPAL “DEZYNE E’COLE COLLEGE , AJMER for her corporation and affectionate
encouragement.
I also thank to my all faculty members for there suggestion advices .
Also I am thankful to my parents and family members who are my constant sources of
inspiration in every field of life and to them . I am whatever . I am today .
Thanking you
With regard
Kirtikhandelwal

5. INTERNSHIP CERTIFICATE

6. SYNOPSIS
This project was undertaken as my summer internship at future retail ltd. company during
the internship of 45 days. I worked on the topic Customer relationship & servicesin
marketing.
This project is actually focusing on customer relationship, develop company image,
improve communication, maintaining the relationship and provide services to the
customer, and telecommunication like as providing services, order receiving,
regarding delivery, complain, encourage offer, etc. through the telecalling.
I prepared open-ended questionnaire to do this study and after continuous study of the
market. I reached at a conclusion that customer relationship and services is important for
a company to maintain the position in the market.
This project is a study procedure to all activities. I undertaken to deal with project topic
Customer relationship & services and I hope I have attended it well as per the
knowledge and process.

7. Email id:
dezyneecole@gmail.com
website:
www.dezyneecole.com
Phone: 0145-2624679
Education:
Bachelor‘s of Business
Administration (BBA)
Dezyne E‘cole college, Ajmer
(2014-2017)
12th
from savitri girls se. sec.
school, Ajmer
(2014)
10th
from savitri girls se. sec.
school, Ajmer
(2012)
Kirti khandelwal
Management student
Profile
To be a successful manager we need to focus on the
way of communication and all aspects of human
behavior. I thank Dezyne E‘cole College to make me a
skilled person and make one ready for the industry.
Skill
 Confidence & innovative
 Ambitious, hard working, energetic and well
disciplined
 Positive thinking, self- motivated and flexible
Interest
 Listening songs
 Reading books
 Playing games
Language
 Hindi
 English
Experiences
 Internship at future group, home town, noida
 Doing projects, presentation at college
 Participate in annual students works exhibition and
kaleidoscope.

8. CONTENT
CHAPTER- 1
 INTRODUCTION OF MANAGEMENT FIELD
 COMPANY PROFILE
 FUTURE GROUP
 RETAIL IN INDIA
 RETAILERS OF INDIA
 FUTURE RETAIL
 COMPANY PRODUCTS OR OUTLET
 HOME TOWN
CHAPTER- 2
 PROJECT STUDY
CHAPTER- 3
 OBJECTIVE OF THE STUDY
 METHODOLOGY ADOPTED
 CUSTOMER
 SERVICES
 RELATIONSHIP & SEVICES
 RELATIONSHIP NEED IN A COMPANY
CHAPTER-4
 CUSTOMER INTERACTION
 CALLING
 DELIEVERY, SERVICES & FEEDBACK
 AWARENESS RELATED WITH OFFERS
CHAPTER- 5
 SWOT ANALYSIS OF THE COMPANY
 LIMITATION OF THE STUDY
 CONCLUSION
 BIBLIOGRAPHY

9. CHAPTER- 1
 INTRODUCTION OF MANAGEMENT FIELD
 COMPANY PROFILE
 FUTURE GROUP
 RETAIL IN INDIA
 RETAILERS OF INDIA
 FUTURE RETAIL
 COMPANY PRODUCTS OR OUTLET
 HOME TOWN

10. INTRODUCTION
Introduction Of management
field
As per studying criteria of 3 years of
bachelor degree of management field every
student has to undergo a practical training
of 45 days. According to the interest of the
student the training is a vocational training
in the organization and a project by a
person Mr. Prasun sarkar(service department head at home town, noida) one is
posted during the training period.
I had undergo a practical training from future retail, home town, noida.
In present scenario; the practical training is an essential part of management stream; it
helps an individual to visualize the management practice in the theoretical aspects in
which we have learnt on customer relationship and services.
After the completion of training period every student have to make a training report; to
showcase his/her work which he/she done in an organization in his/her training period.
The project report contain the chapters likewise: company profile of future group, when
started it, what is position of retail in India, company products or outlet, home town when
started etc.
This project work is based on above subject sales management, business information
system, which we have learn in 3 years degree programme.
A project is divided into two major parts; the first is secondary part- which gives brief the
study about company profile, product classification, outlets etc.
Second part is primary parts- which gives brief study about research tools used,
marketing study and principle are used during the internship.
These are the aspects which I have discussed in my internship project work at future
retail, home town, noida, For 45 days.

11. FUTURE GROUP
FUTURE RETAIL
HOME TOWN

12. INTRODUCTION OF FUTURE GROUP
Future Groupis the private retail company which is founded by Mr. Kishore Biyani
who is the CEO of future group is situated in Mumbai.
Future Retail is the flagship company of the future group , India‘s retail pioneer catering
to the entire Indian consumption space.
.
Kishore Biyani is the chairmen &managing director of the company and the group chief
executive officer of future group, considered a pioneer modern retail in India. Kishore‘s
leadership has led future retail emergence as India‘s leading retailer operating multiple
retail formats that cater to the entire basket of Indian consumers.
Kishore Biyani led the companies foray into organized retail with the opening of
thepantaloons family store in 1947 in the past two years , future acquired the nilgiris
chains in the south , and bharti retail which has significant presence in the north , to
expand it‘s small format stores .
Every day, future group bring multiple products, opportunities and services to millions of
customer in India. Through more than over 17 million square feet of retail space. we serve
customers in more than 240 cities across the country.
A part of pantaloon retail the group is presence in the retail space is complemented by
group companies , Indus league , do thing , which owns leading appraisal brands like
indigo nation , sellers and urban.

13. Future group understands the soul of Indian consumers .as one of India‘s retail pioneer
with multiple retail formats, we connect a diverse and passionate community of Indian
buyers, sellers and businesses . the collective impact on business in staggering around
330 million customers walk into our stores each year and choose product services
supplied by over 30,000 small , medium and large entrepreneur &manufactures from
across India.
Future retail continues to be India‘s leading multiformat retailer and a leader in
substantially & employment opportunity through over 11 million sq. ft. of retail space, we
serve customer in more than 240 cities across the country.
Future retail strives to deliver superior, substantial financial performance ensure clarity &
reliability of financial information shared .they believe the Indian consumption store is
intact and the combination of consumption and investment driven growth will power and
success.
As India leading retailer, future retail inspires trust through innovative offerings, quality
product and affordable prices that help customer achievable a better quality of life every
day.
This was followed in 2001 with the launch of big bazaar a unequally hyper market format
that democratized shopping in India. It blends the look and feel of the Indian bazaar with
aspects of modern retail like choice, convince and quality .
2006 marked the evaluation of future group that brought together the multiple initiative
taken by group companies in the areas of retail, brands, space, capital, logistics and
media.
Future group operate multiple retail format in both the hypermarket, supermarket and
home segment of the Indian consumer market including :-
 Big bazaar
 FBB

14.  Home town
 e-zone
 KB‘s
 Food bazaar
 Food hall
 Easy day
At future group, believe in challenging our energies to research based innovation for
generating values and delivering better experience to customer . they are focused on
achieving sustainable business performance through the synergy of customer,
communities and partners by ongoing learning, unlearning and adaptations.
MAJOR MILESTONE OF FUTURE GROUP
1987:-Company incorporated as manz wear private limited. Launch of pantaloons tours.
India‘s first formal trouser brand
1991:- launch of BARE, the Indian jeans Brand
1992:- initial public offer(IPO) was made in month of May
1994:- the pantaloon Shoppe-exclusive menswear store in franchisee format launched
across the nation. The company starts the distribution of branded garments through multi-
brand retail outlet across the nation.
1995:- John Miller – formal shirt brand launched
1997:- company enters modern retail with the launch of the first 8000 square feet store,
pantaloon in Kolkata.
2001:-there big bazaar store launched within a span of 22 days in Kolkata, Bangalore and
Hyderabad
2002:- food bazaar, the supermarket chain is launched.
2004:- central- India‘s first seamless mall in launch in Bangalore
2005:- group moved beyond retail, acquires stake in galaxy entertainment, Indus
league clothing and planet retail.Sets up India‘s first real estate investment fund kshitij to
build a chain of shopping malls

15. 2006:- Future Capital Holding, the companies financial is formed to manage over $1.5
billion in real estate, private equity and retail infrastructure funds. Plans forays in retailing
of consumer finance product.
Home Town, a home building and improvement product retail chain is launched along
with consumer durables format. E-zone and furniture chain, furniture Bazaar.Future group
enters into joint-venture agreements to launch insurance products with Italian insurance
major, generally.Forms joint ventures with US office stationary retailer, staples.
2007:- Future Group crosses $1 billion turnover mark.Specialized companies in retail
media, logistics, IPR and brand development and retail-led technology services become
operational.Pantaloon Retail wins the International Retailer of the Year at US-based
National Retail Federation convention in New York and Emerging Retailer of the Year
award at the World Retail Congress held in Barcelona.Futurebazaar.com becomes India‘s
most popular shopping portal.
2008 :- Future Capital Holdings becomes the second group company to make a
successful Initial Public Offering in the Indian capital markets.Big Bazaar crosses the 100-
store mark, marking one of the fastest ever expansion of a hypermarket format anywhere
in the world.Total operational retail space crosses 10 million square feet mark.Future
Group acquires rural retail chain, Aadhar present in 65 rural location
Type : Hypermarket
Founded : 2001
Headquarter : Jogeshwari, Mumbai
Industry : Retail
Products : Department, Furniture, grocery
& Fashion Stores.
Promoter : Kishore Biyani
Parent : Pantaloon Retail (India) Ltd.
Punch line : ―is se sastaauracchakahinNahi‖
Currently 121 outlets of future group in India.

16. CORE VALUES OF FUTURE GROUP
 Indianans: confidence in ourselves.
 Leadership: To be a leader, both in thought and business.
 Respect & Humility: To respect every individual and be humble in our conduct.
 Introspection: leading to purposeful thinking.
 Openness: To be open and receptive to new ideas, knowledge and information.
 Valuing and Nurturing Relationships: To build long term relationships.
 Simplicity & Positivity: Simplicity and positivity in our thought, business and
action.
 Adaptability: To be flexible and adaptable, to meet challenges.
 Flow: to respect and understand the universal laws of nature
FUTURE CAPITAL HOLDINGS
The financial services of Future Group are taken care by Future Capital Holdings. These
include:
 Asset Management: and consumer credit are the prime focus financial services.
Around 1 billion USD have been invested in retail real estate and consumer brands
outlets and hotels.
 Future Money: It is a financial supermarket format providing consumer credit
 General Insurance: Joint venture with Italian insurance majorfor providing general
insurance services.
 Venture Capital Funds:Private Equity Funds through kshitijfund.com
 Capital Holdings: the group‘s financial arm provides investment advisory to assets
worth over $1 Billion that are being invested in consumer brands and companies, real
estate, hotels and logistics.
It also operates a consumer finance arm with branches in 150 locations.

17. WINNING THE HEARTS OF INDIAN CUSTOMER
 Future retail makes every effort to delight it is customers, tailoring store formats to
changing Indian lifestyle & adapting products and services to their desires.
 Future retail operates some of India‘s most popular hypermarket and home
solution retail formats across value and lifestyle segment, ourmulti formats retail
strategy caters section of Indian customers.
 Future retail aim to maintain our focus on increasing consumption demand through
innovative customer engagement activities.
 Future retail aim to continue on our growth path through a combination of
realization efficiency and space expansion. Our aim is to maintain to momentum of
top line growth through continues efforts to increase stores efficiency & productivity
as evident in improved.
MISSION
 Future retail share the vision and belief that our customers and stakeholders shall
be served only by creating and executing future scenarios in the consumption
space leading to economic development.
 Future retail will the trendsetters in evolving delivery formats, creating retail reality,
making consumption affordable for all customer segments.
 Future retail shall infuse Indian brands with confused and renewed ambition.
 Future retail shall be efficient and cost conscious and committed to quality in
whatever we do.
 Future retail ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.
VISION
 Future group shall deliver everything, everywhere, every time for every Indian
consumer in the most profitable manner.

18. BPO (BUSINESS PROCESS OUTSOURCING)
Future Group has made major investments in BPO industry as a venture into the
Information Technology Enabled services (ITES) industry. Future Group has subsidiaries
offering IT based solutions. These include:
 Language services
 Software development
 Content engineering
NEWMEDIA
Future Group has invested in digital media and computer technology for creating
innovative and interactive multimedia presentations. These include:
 Multimedia Production
 Broadcasting
 Publishing
 Designing
SECURITY MANAGEMENT OF FUTURE GROUP
Future Group is considered as a reliable tailor-made business and security services
provider. They develop their own software and machines for security services. These
include:
 Access Control Systems
 Time Attendance Systems
 CCTV
 Alarm Management Systems

19. SUPPLY CHAIN MANAGEMENT OF FUTURE GROUP
Future Supply Chain Solutions Limited (FSCS), a specialized subsidiary, offers strategic,
focused and consolidated approach to meet the group‘s large supply chain requirements
as well as those of select supply and business partners.
The Future Supply Chain Solutions team currently oversees the operations of an existing
fleet of over 600 dedicated trucks, contracted from established regional and national
transport carriers, most of which are now equipped with GPS sets.
In addition it provides integrated end-to-end SCM, warehousing and distribution,
multi-modal transportation and container freight station.
The total consolidated warehouse space that the company intends to have
operational by 2010-11 is nearly 7.50 million square feet.

20. LINE OF BUSINESS OF FUTURE GROUP
The company is present across several of business which have various formats (stores)
operational under it. These include:
 Food - Food Bazaar, Chamosa, Spoon, Brew Bar, Sports Bar & Sports Bar Express,
Cafe Bollywood.
 Fashion - Pantaloons, Central, all, Brand Factory, Blue Sky, Top 10, Fashion Station,
Home town, Lee Cooper (JV),
 General Merchandise - Home town, Shoe Factory, Navras, Electronics Bazaar,
Furniture Bazaar, KB'S FAIR PRICE
 Home & Electronics - Home Town, eZone, Collection i
 E-tailing (Online Shopping) - www.futurebazaar.com
 Books & Music - Depot
 Leisure & Entertainment - Bowling Co., F123
 Wellness - Star & Sitara, Tulsi

21. PRODUCT PORTFOLIO OF FUTURE GROUP
As mentioned in the introduction of the company, Future Group‘s core business
activity is retail, along with BPO (Business Process Outsourcing), New Media, Security
Management, and Construction. So here below are the logos of their various brands.

22. RETAIL IN INDIA
According to this year‘s Global Retail Development Index India is positioned as the
leading destination for retail investment. This followed from the saturation in western retail
markets and we find big western retailers like Wal-mart and Tesco entering into Indian
market. India‘s retail industry accounts for 10 percent of its GDP and 8 percent of the
employment to reach $17 billion by 2010. There are about 300 new malls, 1,500
supermarkets and 325 departmental stores being built in the cities.
The BMI India Retail Report for the third-quarter of 2010, forecasts that the total retail
sales will grow from US$ 353 billion in 2010 to US$ 543.2 billion by 2014. With the
expanding middle and upper class consumer base, there will also be opportunities in
India's tier II and III cities. The greater availability of personal credit and a growing vehicle
population to improve mobility also contribute to a trend towards annual retail sales
growth of 11.4 per cent. Mass grocery retail (MGR) sales in India are forecast to undergo
enormous growth over the forecast period. BMI further predicts that sales through MGR
outlets will increase by 154 per cent to reach US$ 15.29 billion by 2014. This is a
consequence of India's dramatic, rapid shift from small independent retailers to large,
modern outlets.
BMI forecasts consumer electronic sales at US$ 29.86 billion in 2010, with over the
counter (OTC) pharmaceutical sales at US$ 3.28 billion. The latter is predicted to be the
fastest growing retail sub-sector and BMI forecasts that sales will reach US$ 6.18 billion
by 2014, an increase of 88.5 per cent.
China and India are predicted to account for almost 91 per cent of regional retail sales in
2010 and by 2014 their share of the regional market is expected to be more than 92 per
cent. Growth in regional retail sales for 2010-2014 is estimated by BMI at 72.2 per cent,
an annual average of 14 per cent. India should experience the most rapid rate of growth
in the region, followed by China. For India, its forecast market share of 13.9 per cent in
2010 is expected to increase to 14.3 per cent by 2014.

23. Moreover, for the 4th time in five years, India has been ranked as the most attractive
nation for retail investment among 30 emerging markets by the US-based global
management consulting firm, A T Kearney in its 8th annual Global Retail Development
Index (GRDI) 2009. India remains among the leaders in the 2010 GRDI and presents
major retail opportunities. India's retail market is expected to be worth about US$ 410
billion, with 5 per cent of sales through organized retail, meaning that the opportunity in
India remains immense.
Retail should continue to grow rapidly—up to US$ 535 billion in 2013, with 10 per cent
coming from organized retail, reflecting a fast-growing middle class, demanding higher
quality shopping environments and stronger brands, the report added. Bharti Retail
strengthened its position in northern India by opening 59 stores, Bharti Wal-Mart is
expected to open 10 to 15 wholesale locations in the next three years, and Marks &
Spencer is considering plans to open additional outlets in the next few years.
Established retailers are tapping into the growing retail market by introducing innovative
store formats. Spencer's Retail, More (owned by Aditya Birla Group) and Shoppers Stop
(owned by K. Raheja Group) already plan to expand.
According to a McKinsey & Company report titled 'The Great Indian Bazaar: Organized
Retail Comes of Age in India', organized retail in India is expected to increase from 5 per
cent of the total market in 2008 to 14 - 18 per cent of the total retail market and reach
US$ 450 billion by 2015.
Furthermore, according to a report titled 'India Organized Retail Market 2010', published
by Knight Frank India in May 2010 during 2010-12, around 55 million square feet (sq ft) of
retail space will be ready in Mumbai, national capital region (NCR), Bangalore, Kolkata,
Chennai, Hyderabad and Pune. Besides, between 2010 and 2012, the organized retail
real estate stock will grow from the existing 41 million sq ft to 95 million sq ft.
India continues to be among the most attractive countries for global retailers. Foreign
direct investment (FDI) inflows between April 2000 and April 2010, in single-brand retail
trading, stood at US$ 194.69 million, according to the Department of Industrial Policy and
Promotion (DIPP).

24. RETAILERS OF INDIA
1) Pantaloon Retail (India) Ltd.
 Pantaloon
 Big Bazaar
 Food bazaar
 Fashion station
 All
 Blue sky
 E-Zone
 Collection I
 Home Town
 Central Mall
2) K. Raheja Group
 Shopper‘s Stop
 Home Stop
 Mother care
 Hyper city
 Crossword
 Planet M
3) Tata Trent
 Westside
 Star India bazaar
 Landmark
4) RPG Group

25.  Spencer‘s supermarket
 Spencer‘s daily
 Spencer‘s hypermarket
 Music world
1) Landmark Group
 Lifestyle
 Home solution
 Fashion lifestyle
 Value retail (Max)
 Kids international
2) Piramal Group
 TruMart store
 Pyramid megastore‘s
3) Bharti Wal-Mart
 Hypermarkets
 Small stores
4) Reliance
 Reliance fresh
5) AV Birla Group
 Trinethra
 More
6) Godrej Group
 Godrej Adhaar
 Natural basket.

26. FUTURE RETAIL
FUTURE RETAIL is the flagship
company company of future group, India‘s retail pioneer catering to the entire Indian
consumption space. Through multiple retail formats, they connect a diverse & passionate
community of Indian, buyers & sellers business. The collective impacts on business is
staggering over 330 million customer walk into our stores each year and choose products
and services supplied by over 30,000 small, medium and large entrepreneurs and
manufactures from across India.
As India‘s leading retailer, Future Retail inspires trust through innovative offerings, quality
products and affordable prices that help customers achieve a better quality of life every
day. We serve customers in more than 240 cities across the country through over 11
million square feet of retail space.
As modern retail drives fresh demand and consumption in new categories, our strategy is
based on a deep understanding of Indian consumers the products they want, and making
these products available in every city in every store format. We are in line with our broad
objective of being a catalyst in India‘s consumption-led growth and being a positive agent
of change in the communities we serve.
The retails businesses of Future Group in India are divided into three
main categories:

27. Retail forms the core business activity at Future Group and most of its businesses in the
consumption space are built around retail. Future Group‘s retail network touches the lives
of more than 200 million Indians in 73 cities and 65 rural locations across the country.
The group currently operates around 1,000 stores spread over 16 million square feet of
retail space. Present in the value and lifestyle segments, the group‘s retail formats cater
to almost the entire consumption expenditure of a wide cross-section of Indian
consumers.
Pantaloon Retail India Limited
The leading retail formats under this include:
 Pantaloons Stores -lifestyle segments and fashion segment.
 Home town - a uniquely Indian hypermarket chain.
 Central - a chain of seamless destination malls.
 Food Bazaar - a supermarket chain that blends the look, touch and feel of Indian
bazaars with aspects of modern retail like choice, convenience and quality.
 Home Town - , a large-format home solutions store
 E Zone - consumer electronics
 Depot - consumer electronics
 Health & Beauty Malls
 Online retail through futurebazaar.com
 Aadhaar- India‘s leading rural retailing chain, that is present in over 65 locations in
rural India. Aadhaar, an agri-service cum rural retail initiative, provides a complete
solution provider for the Indian farmer.
 Furniture Bazaar - specialized formats for home furniture and home furnishing
 Ethnicity -India's first concept store, which recreates the experience of a traditional
ethnic market in a modern retail format.

28. Joint Ventures with International Brands
 Indus League Clothing that owns leading apparel brands like Indigo Nation, Scullers
and Urban Yoga
 Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123 and Brew
Bar
 French retailer ETAM group, US-based stationary products retailer, Staples and UK-
based Lee Cooper.
 Franchisee of international brands like Marks & Spencer, Next, Debenhams and
Guess in India.
Indian Joint Venture Partners
 Manipal Healthcare
 Talwalkar's
 Blue Foods
 Liberty Shoes.

29. HOME TOWN
Home town is the outlet of
future group.one stop destination for every need of inspirational Indian home
owner.Theypromise to make homemaking an enjoyable and hassle-free experience with
our wide array of products and services. Their offerings include a slew of living room
furniture, dining, bedroom furniture and furniture essentials, mattresses, modular
kitchens, home furnishing, décor, households and bath luxury. HomeTown offers
customers a unique, personalized shopping experience, and has grown to be India‘s
biggest store in homemaking, renovation and décor.
From classy sofas, tasteful décor items, elegant beds, dining sets to kitchen essentials
and artifacts, it houses everything to build and beautify homes. It was first opened in and
currently operates 35 stores in 17 cities and has also developed partnerships with online
retailers.
Various departments in home town like modular kitchen, grossery, bath luxury,design &
build,home improvement,kitchen ware, table ware, home fashion,furniture, modular
wardrobs, home décor (wall assents, hanging stand, floor assents,) etc.
Home furnishing:- In home town furniture is very large department And it covers
large area there was many types of furniture like recliner sofas, dinning table, bad, offices
furniture, home furniture, wardrobs etc.
Décor section:- In home town décor section is also covers large area and there is
most important Buddha‘s, and in décor section is also in different types like floor assents,
wall assents, cushions, paintings, candle stands, lamps, etc.
Kitchen ware:-In home town kitchen ware is also there like modular kitchen, & kitchen
equipments, crockery, etc.

32. CHAPTER- 2
 PROJECT STUDY

33. PROJECT STUDY
I have done my internship from future group hometown, Noida. As an intern I had learn so
many things during the period of internship of 45 days. It was a great experience for me. I
had worked on customer relation and services. I had worked under the surveillance of Mr.
Prasun Sarkar. In the internship I had learn about the customer feedback and calling
regarding the delivery aspects, that when the customers wants the delivery of their
products. In the starting of my internship I had face some problems while understanding
the work, because it was very great experience for me. The work which I had Is
elaborated below:
Customer relationship management (CRM) is a term that refers to practices, strategies
and technologies that companies use to manage and analyze customer interactions and
data throughout the customer lifecycle, with the goal of improving business relationships
with customers, assisting in customer retention and driving sales growth. CRM systems
are designed to compile information on customers across different channels -- or points of
contact between the customer and the company -- which could include the company's
website, telephone, live chat, direct mail, marketing materials and social media. CRM
systems can also give customer-facing staff detailed information on customers' personal
information, purchase history, buying preferences and concerns.
Customer data analytics can reap significant financial rewards for your organization‘s
sales, marketing and customer service departments. With so much data to contend with,
companies often struggle with making sense of information from customers, public
records and external databases. Luckily, we evaluate the newest sales and marketing
tools making the process easier for IT managers and sales executives.

34. CHAPTER- 3
 OBJECTIVES OF THE STUDY
 METHODOLOGY ADOPTED
 CUSTOMER
 SERVICES
 RELATIONSHIP AND SERVICES
 RELATIONSHIP NEED IN A COMPANY

35. OBJECTIVES OF THE STUDY
 To analyze how the mix influence the customer satisfaction level.
 To determine the current status of Home town.
 To study the satisfaction level of customer with regard of home town.
 To find out the buying behavior of customer into home town.
 To identify main competitors of home town with regard to services.
 To provide service, delivery, complain regarding services to the customer in the
profitable manner.
 To deliver everything, everywhere, every time to every Indian customer, consumer
in the most profitable manner.
 To find out the customer feedback and explain the regarding offers.
SCOPE OF THE STUDY
The scope of this study is to identify the buying behavior of customer of Home town,
future group, noida. This research is based on primary data and secondary data. This
study only focuses on urban buying behavior of customers and customer feedback,
satisfaction and services.
It aim to understand the skill of the company in the area like technological advancement,
competition in management.
NEEDS OF THE STUDY
 Focuses on customer feedback and field study on customer complain regarding
calls.
 A field study on services regarding calls.
 A field study on awareness related with offers.
 A field study on delivery regarding calls.

36. METHODOLOGY ADOPTED FOR THE STUDY
Observing the working of various department like Customers service desk, human
resource, logistics, etc. Discussion with the compact executive, managers and employees
Visiting the surfing websites of the company .
Sources of the data
 Primary data
 Secondary data
Primary data the data collected the first time through observation and interview method.
The data is collected by observing the working of the various department and also by
interviewing the managers of all the department. It is also obtain by the help of the staff
members
Secondary data the data is collected by secondary sources also. The data is collected to
the company manual, product brochure, company websites and annual reports.

37. Marketing is "the activity, set of institutions, and processes for creating,
communicating, delivering, and exchanging offerings that have value for customers,
clients, partners, and society at large."
Marketing is a management process or social process or an effective communication
throughwhich goods and services move from concept to the customer and companies
create value for customers and build strong customer relationships in order to capture
value from customers in return, and alsoidentifying, anticipating and satisfying customer
requirements profitably.
It includes the coordination of
four elements called the 4 P's of marketing:
(1) Identification, selection and development of a product.
(2) Determination of its price.
(3) Selection of a distribution channel to reach the customer's place.
(4) Development and implementation of a promotional strategy.
For business to consumer marketing, it is "the process by which companies create value
for customer send build strong customer relationships, in order to capture value from
customers in return". For business to business marketing it is creating value, solutions,
and relationships either short term or long term with a company or brand. It generates the
strategy that underlies sales techniques, business communication, and business
developments. It is an integrated process through which companies build strong customer
relationships and create value for their customers and for themselves.
Marketing is used to identify the customer, satisfy the customer, and keep the customer.
With the customer as the focus of its activities, marketing management is one of the
major components of business management. Marketing evolved to meet the stasis in
developing new markets caused by mature markets and overcapacities in the last 2-3
centuries. The adoption of marketing strategies requires businesses to shift their focus
from production to the perceived needs and wants of their customers as the means of
staying profitable.
As a philosophy, marketing is based on thinking about the business in terms of customer
needs and their satisfaction. Marketing differs from selling because (in the words of
Harvard Business.
School's emeritus professor of marketing Theodore C. Levitt) "Selling concerns itself with
the tricks and techniques of getting people to exchange their cash for your product. It is
not concerned with the values that the exchange is all about. And it does not, as

38. marketing invariably does, view the entire business process as consisting of a tightly
integrated effort to discover, create, arouse, and satisfy customer needs."
There is even more confusion about what constitutes "marketing." Marketing entails
several functions that include:
 Developing the products or services that customers want.
 Pricing the products or services correctly.
 Making the products or services readily available to the customers.
And finally: Promoting the product or service, which if done correctly, not only convinces
customers that the product or service is preferable to its competition, but that it is clearly
the only choice. This is the field of marketing "communications" and of all the marketing
components, it is the one most likely to be outsourced and the one most likely to be
neglected if a company is making a profit.
Advertising
There are two main functions of advertisements: to sell more products, and to inform the
customer.
Through newspaper, TV, radio and internet advertisements, retailers can inform their
customers of the sales, promotions and in-store events. Moreover, since the media is
flooded with advertisements, the ability to create a more eye-catching or attention-
grabbing ad directly influences sales. Stores that advertise--as opposed to those that
don‘t--are kept at the top of their potential shoppers‘ mind, which can produce sales in the
short and long term.
In-Store Promotions
Stores use promotions to prompt impulse buying behavior. A shopper may not intend to
buy a product, but if there is a promotion, there is an incentive for immediate action. For
example, a shopper may not need another dress shirt, but might still buy one if it is on
sale. Additionally, promotions can prompt consumers to recall a product and thus
instigate a purchase. Retailers also use promotional periods-- corresponding with national
holidays or well-know sales times--to sell off the previous season‘s merchandise.
Promotional periods spike sales, and are a way retailers can reduce the loss of unsold
inventory.
In-Store Atmosphere and Customer Relations

39. Store design and consumer relationship marketing (CRM) directly affected the way
customerspurchase and retain goods. Things like the atmosphere, music, store layout,
sales help, and post-purchase support can influence things like shopping time (the longer
they shop, the more likely they are to buy), and how gratified they feel with their purchase.
The more content a buyer is with their shopping experience, the more likely they are to
buy merchandise, and the less likely they are to return it.
Branding Retail Outlets
It is necessary for retailers to develop their brand in order to stand out amongst the many
other stores.
With local boutiques, specialty stores, department stores, mass-merchants and internet
stores, customers have more choices when it comes to buying. There is competition
within each category, and competition between categories. For example, a local boutique
selling dress shirts is competing with other local boutiques, and also with the mass-
merchant who might be selling dress shirts at a cheaper price. It is therefore necessary
for the boutique to create a brand position that a customer can identify with, to keep them
loyal.
Private Labeling
Solidifying a retail brand‘s private label is the apex of the retail marketing evolution--and
the most recent trend in high-end retailing. This is not a new concept for low- to mid-
priced retail outlets, as everything from food to raincoats have been put under their
brand's name. But what's new is stores that build their brand to the point where they can
sell merchandise at a premium price. Doing so is more cost effective: they can reduce the
costs associated with buying other brand names, source cheaper goods from private
manufacturers and reap higher profits. As an added bonus, stores benefit from consumer
loyalty to their stores and their products.
Salespeople
Personal selling is a more direct approach to marketing. Retailers that sell higher-end
products or promote themselves as tops in service often employ more active sales
personal. Companies that sell higher-end products often have to rely on salespeople to
help customers understand the benefits of paying more for better value. Salespeople can
also make add-on or cross-sales for more revenue.
COMPANY ORIENTATION TOWARDS MARKET PLACE

40. There are mainly five concepts related to company orientation towards market place
which are:
1. The Production concept
2. The Product concept
3. The Selling concept
4. The Marketing concept
5. The Holistic marketing concept
 The concept which applies to HOME TOWN is The Selling concept.
 The concept says that the consumer if left alone will not buy enough. This is true and
HOME TOWN applies this concept by displaying all the FURNITURES and its private
brand .so that the customer have a huge variety of products and can select the best
out of it and some schemes are also available which attracts the customer to buy
more and even purchase other product.
 Their need to be aggressive communication with the customer. There is sales person
at the counter which helps the customer in finding out the best product for himself.
Sometimes the customer might be in confusion whether to buy a product or not, at that
time the salesperson tell them about the product and its requirement in their lives.
 After communicating all this about the product the customer then finally makes a
decision of making a purchase. So aggressive communication is required with the
customer.
 This concept also says that their needs to be aggressive marketing of the product so
that buyer make a purchase.
 The main purpose of this concept is to sell more and earn more.

41.  This concept overall means that sell what you want to instead of what the customer
want to buy.
 Another concept which relates to Home town is The Marketing concept.
 The concept says that ―Create the best and deliver the best‖ and Home town does the
same through their SACH brand. They try to create the best by the name of Sachin
Tendulkar and deliver the quality product.
 Next concept comes the “HOLISTIC MARKETING” which means ―Everything matt

42. CUSTOMER
A person, company, or other entity which buys goods and services produced by another person,
company, or other entity.
“The customer was always right was the philosophy of the older business because during a
recession it becomes a buyer‘s market. ”
“ When dealing with a customer, an employee must always remember to be polite,
courteous, and treat them with the upmost respect. ”
Three Ways to Build Customer Loyalty
The small businesses found these three strategies particularly successful:
 Being personally accessible to customers/patients, getting to know them and
understanding their needs and communicating with them on an ongoing basis.
 Targeting specific sectors with very focused messaging to emphasize key
competencies.
 Offering something different than larger businesses such as being faster or less
costly or having less bureaucracy.

43. SERVICES
A selection of services developed to offer customers a choice within a particular range.
The elements of a services marketing mix are sometimes called the seven P‘s: the four
P‘s of the marketing mix, plus three P‘s of services: participants, physical evidence, and
process (of services assembly).
Intangible product such as accounting, banking, cleaning, consultancy, education,
insurance, exercise, medical treatment, or transportation.
Sometimes services are difficult to identify because they are closely associated with a
good; such as combination of a diagnosis with the administration of a medicine. No
transfer of possession or ownership takes place when services are sold, and They
(1) cannot be stored and transport,
(2) Are instantly perishable, and
(3) Come into existence at the time they are bought and consumed. See also services.
Enhance customer services
The participating small businesses viewed as another valuable tool for enhancing both
customer service and customer engagement. They realize how social media provides
opportunities for immediate communication with a large audience and were quick to come
up with examples of how could be used to generate more business or provide better
customer service, such as using to remind customers or limited time offers or advise
clients of appointment openings due to cancellations.
CUSTOMER SERVICES:
“CUSTOMER SERVICES IS A SERIES OF ACTIVITIES
DESIGNED TO ENHANCE THE LEVEL OF CUSTOMER
SATISFACTION – THAT, IS THE FEELING THAT A
PRODUCT OR SERVICE HAS THE CUSTOMER
EXPECTATION.”

44. Objective of customer services
 Provide customer and staff with clear standard and expectation.
 Ensure all customers contact reaches an appropriate conclusion.
 Minimize incidences of repeat contact.
 Seek to provide a seamless service for customer.
 Provide equal and easy access to our services at a time, place and channel that meet
the needs of residents, businesses and other stakeholders.
 Customer needs irrespective of age, gender, physical, or financial ability, ethnic origin,
race, religion or geographical location.
 Provide a prompt, courteous and knowledgeable response to all customer enquiries.
 Equip our staff to provide customers with an excellent standard of services.
 Enable our customers to provide feedback easily, through complaints, customer
surveys etc.
 Use customer compliments comments and complaints to drive improvement to
services.
 Improve the speed, quality and consistency of response to enquiries by having our
information in a format that can be easily accessed.

45. RELATIONSHIP AND SERVICES
Customer relationship & services is a strategy that is recognized broadly and
implemented widely to both manage and increase the quality of a company‘s interactions
with a variety of clientele and potential business interests.
Customer relationship management involves the use of technology to optimize business
processes through organization, synchronization, and automation.
This optimization primarily involves activities related to sales, but may also involve
activities related to technical support, marketing, and customer service, as well as
maintaining relationships with established clientele, restoring relationships with former
clients, and minimizing resources used on marketing and serving clients.
Customer relationship & services is a business strategy implemented at the company
level, involving all departments related to clients. When implemented successfully, there
is consistency between technology, personnel, and processes to increase the profit
margins of an enterprise while simultaneously reducing its costs.
When implemented successfully, companies may be able to attain numerous objectives,
including higher productivity in sales, streamlined marketing and sales processes,
improved levels of service, retention, and loyalty, increases in cross selling and up selling,
higher rates of closes, increased efficiency in call centers, reductions in expenses,and
more accurate targeting.
Customer serviceis a provision services to customer before, during and after a
purchase.
Its importance varies by product, industry and customer, defective and broken
merchandise can be exchanged, often only with a receipt and within a specified time
frame. Home town will often have a desk or counter devoted to dealing with returns,
exchange and complaints, or will perform related function at the point of sale, the
perceived success of such interaction being dependent on employees ―who can adjust
themselves to the personality of the great‖.
Customer service plays an important role in an organization ability to generate income
and revenues. From that perspective, customer services should be included as part of an
overall approach to systematic improvement. A customer service experience can change
the entire perception a customer has of the organization.

46. Customer support is a range of customer service to assist customer in making cost
effective and correct use of product. It includes assistance in planning, installation,
training, trouble shooting, maintenance upgrading,and disposal of product.
A multitask position drawing on extensive customer services experience to advance a
proven track record for developing and maintaining key accounts and improving
departmental efficiencies.
Build-up relationship
Companies in all industries and of all sizes understand that customers are perhaps their most
valuable assets. Improving the overall customer experience is vital for continued success and
survival, and always has been. Here's how to manage those relationships.
'Focus on people, process and technology, focused on Customer Strategies. 'With
technology, the software you adopt will differ based upon what type of company you are,
your employees, and much more. But there is so much available now that every company
should be able to find a solution that fits them individually.

47. RELATIONSHIP NEED IN A COMPANY WITH CUSTOMER
Customer relationship management, or CRM, refers to the processes and systems used
to track interaction between a customer and a company and capitalize on the relationship
built through those interactions.
Common examples of CRM include customer loyalty cards that track and award points for
transactions and software designed to target advertisements and discounts for customers
based on previous interactions.
The main goal of CRM is to increase the profitability of working with customers by
developing their satisfaction, loyalty and desire to sway others toward the brand. This
includes cohesive plans to help customers get discounts on the goods and services they
are most likely to use and maintain cordial relationships that revolve around directly
addressing and even anticipating customer needs.
These elements help drive advocacy, or the customers' willingness to speak positively
about the company, which in turn provides word-of-mouth advertising that further drives
sales and brings new customers into the system.
Software developed for CRM helps manage essential information, including customer
contact information, any relevant personal details, preferences mentioned in previous
interactions, and other data that can help the business build a relationship with each
customer.
These tools are often shared between departments in a company. Sales, marketing and
customer service departments may all have access to CRM information on existing
clients.

48. RELATIONSHIP AND SATISFACTION NEEDS FOR THE
COMPANY
Customer Relationship management is the strongest and the most efficient approach in
maintaining and creating relationships with customers. Customer relationship
management is not only pure business but also ideate strong personal bonding within
people. Development of this type of bonding drives the business to new levels of success.
Once this personal and emotional linkage is built, it is very easy for any organization to
identify the actual needs of customer and help them to serve them in a better way. It is a
belief that more the sophisticated strategies involved in implementing the customer
relationship management, the more strong and fruitful is the business.
Most of the organizations have dedicated world class tools for maintaining CRM systems
into their workplace. Some of the efficient tools used in most of the renowned
organization are Batch Book, Sales force, Buzz stream.
Organization
 A CRM system consists of a historical view and analysis of all the acquired or to be
acquired customers. This helps in reduced searching and correlating.
 Customers and to foresee customer needs effectively and increase business.
 CRM contains each and every bit of details of a customer, hence it is very easy for
track a customer accordingly and can be used to determine which customer can be
profitable and which not.
 In CRM system, customers are grouped according to different aspects according to
the type of business they do or according to physical location and are allocated to
different customer managers often called as account managers.
 This helps in focusing and concentrating on each and every customer separately.
 A CRM system is not only used to deal with the existing customers but is also
useful in acquiring new customers.
 The process first starts with identifying a customer and maintaining all the
corresponding details into the CRM system which is also called an ‗Opportunity of
Business‘.
 The Sales and Field representatives then try getting business out of these
customers by sophistically following up with them and converting them into a winning
deal. All this is very easily and efficiently done by an integrated CRM system.

49. 1. The strongest aspect of Customer Relationship Management is that it is very cost-
effective. The advantage of decently implemented CRM system is that there is very less
need of paper and manual work which requires lesser staff to manage and lesser
resources to deal with.
2. The technologies used in implementing a CRM system are also very cheap and
smooth as compared to the traditional way of business.
3. All the details in CRM system is kept centralized which is available anytime on
fingertips. This reduces the process time and increases productivity.
4. Efficiently dealing with all the customers and providing them what they actually
need increases the customer satisfaction. This increases the chance of getting more
business which ultimately enhances turnover and profit.
5. If the customer is satisfied they will always be loyal to you and will remain in
business forever resulting in increasing customer base and ultimately enhancing net
growth of business.
Building relationship with customers in current market trends is the most important aspect
that an organization should focus on. Distinction and eminence are now most sustainable
and affirm for which developing good relationship with customers is must.
Some of the substantial outcomes of building a quality relationship is
explained below by which need of relationship with customer are
insight:
1. Better Customer perceptiveness:-As the customer lengthens to deal with a
supplier, the supplier tends to explicate a better insight of customer‘s needs and
expectations. By this a high level of relationship can be developed between them. This
will result in selling more products and retain the business with the customers which
finally will lead to profitable business.
2. Lead to Customer Satisfaction:-Customer satisfaction is the measure of
how the needs and responses are collaborated and delivered to excel customer
expectation. It can only be attained if the customer has an overall good relationship with
the supplier. In today‘s competitive business marketplace, customer satisfaction is an
important performance exponent and basic differentiator of business strategies. Hence,
the more is customer satisfaction; more is the business and the bonding with customer.

50. 3. Lead to Customer Loyalty:- Customer loyalty is the tendency of the
customer to remain in business with a particular supplier and buy the products regularly.
This is usually seen when a customer is very much satisfied by the supplier and re-visits
the organization for business deals, or when he is tended towards re-buying a particular
product or brand over times by that supplier. To continue the customer loyalty the most
important aspect an organization should focus on is customer satisfaction, hence it can
be said that customer loyalty is also an outcome of good relationship.
4. Lead to Customer Retention:- Customer retention is a strategic process to
keep or retain the existing customers and not letting them to diverge or defect to other
suppliers or organization for business and this only possible when there is a quality
relationship between customer and supplier. Usually a loyal customer is tended towards
sticking to a particular brand or product as far as his basic needs continue to be properly
fulfilled. He does not opt for taking a risk in going for a new product. More is the possibility
to retain customers the more is the probability of net growth of business.
5. Chances of getting referrals:- It is always a cost-free advocacy by
customers to provide referrals to supplier when they feel satisfied and encouraged and
when they have a healthy relationship with customers. These referrals or customer‘s
reference of other customers acts like a piece of cake for suppliers as there is no cost and
struggle involved in this. This could be treated as the best outcome of quality relationship
what a supplier can think of.
6. Growth in revenue:- When suppliers have healthy relationship with customers
the revenue of the organization always increases as customers tend to buy more and
more. There is possibility that a satisfied customer seek to buy special category of related
products apart from the regular ones from that particular supplier. For instance if a
satisfied and loyal customer has a home insurance from an insurance company then
there are positive chances that he could also insure his property and car also if he is fully
satisfied with the services of that insurance company. This will definitely result in growth
of business.

51. 7. Cost to serve is low:- Cost to serve existing satisfied customers is always
very less for the supplier as they know and understand customers. Customers never
come back with complaints and queries because they know the actual business flow and
completely rely on the relationship with supplier.
Principle used of relationship management
1. Communication: Listening is just as important as telling. Think about how often
you actually speak with your customers. Then evaluate, am I only calling when we need
to make a sale or close a deal? Focus on less financial-driven communication (whether
it's email, phone or face-to-face interaction is up to you, they feel as though they actually
have a stake in your company, and feel like you care about more than just getting the
sale.
2. Enhanced Customer Service: This rule goes without saying, 'Customers no
longer care about what departments you're in, they simply want their problem fixed.' With
social channels like Twitter replacing traditional call centers, it's imperative that everyone
in your company buy into a singular customer service strategy, good customer service
can be the determining factor in repeat business.
3. Be Flexible: Be quick and attentive to a customer's problems or complaints. In the
past, some companies would simply say, 'I'm sorry, it's policy' in response to a customer
complaint. That answer doesn't really work anymore, as customers are savvy enough to
take their business elsewhere if they're not getting the service and attention they want.
You should set aside some strategic ideas for dealing with an unhappy customer, but you
should not waver far from the old mantra that the customer is always right.

52. CHAPTER-4
 CUSTOMER INTERACTION
 CALLING
 DELIEVERY, SERVICES & FEEDBACK
 AWARENESS RELATED WITH OFFERS

53. Customer interaction
I have done my internship completed at Future group, Home town, Noida. With customer
interaction with the help of telephonic interaction with calling and by mail.
To achieve customer satisfaction depends on employee customer service behavior. For a
company to differentiate itself from others, in a competitive service environment is to
provide excellent customer service.
To provide excellent customer service in a telephone situation is one method, to provide
customer service in a face-to-face situation, this could present a challenge. he interaction
with your customer will make the difference if they continue doing business. Customer
interaction is very important for the provided services to the customer.
Telecommunication
Tele communication, also known as e- commuting or e- work, is the term used when
individuals take advantage of the many technological advances to work from any where
they desire, giving themselves flexibility in their hours and work location.
It is important to note that telecommunicating should be approved by the employer where
as telecommunicating is a opinion differ. Not every org. allows it is employees to work
their home stead of the actual office. Telecommunication seems to be mainly driven by a
change in management attitude improvement in technology. The choice to use tele
working seems to depend on the demand from staff and management.
My work is totally depend on telecommunication during the Internship with the
regarding delivery, services, complains, feedback, exchange offer, etc.
 Telecommuting or telework is a way of working in which an employees is able to
stay at home and work on his her own instead of having to go to an office, for the
sake of cost reduction & global environment improvement.
 Telecommuting is a new way of working that is presented to be a environmentally
cleaner, cheaper and more flexible way of working.
Calling:- we interact with customers for the delivery purpose, feedback regarding,
awareness of customers etc…
In a day there should be 150 to 200 callings.
And taking some complains of customers regarding after sales services, defective
product, dispatching of the products of hometown.

54. Delivery, services & feedback:- we interact with customers about delivery, when,
& where. Regarding delivery 60 – 70 calls in a day, regarding services & feedback 120 -
150 calls in a day and regarding fitment 40 -50 calls in a day. Behalf on customer
satisfaction
Awareness related with offers:- through calling give awareness to the customers
about the current offers of hometown like ‗Bada ldalo‘ and ‗mano ya na mano‘. About this
150-200 calls in a day. If customer agreed so the process was forward.

55. Process: while I was during at internship this process was used for customer
servicing. I was take existing customer, then take new customer contact, regarding
delivery, services, fitment, dispatching, feedback, and offers.

56. CHAPTER- 5
 SWOT ANALYSIS OF THE COMPANY
 LIMITATION OF THE STUDY
 CONCLUTION
 BIBLIOGRAPHY

57. SWOT analysis of FUTURE GROUP COMPANY
Parent company: future group
Category: retail
Sector: life style and retail
Tagline/ slogan: Indian tomorrow
STP
Segment: Cost conscious group
Target group: Middle class, upper middle class and upper class
Positioning: Everything to everyone in profitable manner
Strength
 Covering large area of country.
 Feedback facility available by online websites.
 Wide presence in India covering almost all major cities and towns.
 Efficient, cost conscious committed quality services.
 High brand equity in evolving market.
 Variety of products under single window increasing the chances of customer time
and choices.
 Has an employee‘s base of over 35,000.
 Everyday low prices, which attract customers, and has a huge investment capacity.
 It offers a family shopping experience, where entire family can visit together.
Weakness
 Customer not comfortable by telephonic interaction.
 Customer not satisfied home town product.
 Dependent heavily on India, and is susceptible to foreign players.
 Stiff competition from global players means market share growth is limited.
 Extremely popular means heavily crowded during festive/ discount seasons.

58. Opportunity
 Evolving customer preference in recent year.
 Organized retail is minute in India.
 Global expansion and tie – ups with international brands.
Threats
 Global players trying to enter into Indian market.
 Low priced products could be perceived as low quality products.
 Government policies are not well defined in country like India.

59. LIMITATIONS OF THE STUDY
it is my 1st
internship so due to curiosity I put my whole effort on this project. But still or
certain limitations while doing the work, some of the limitations are:-
 One of the biggest limitations with this project work is the time factor.
 There might have been tendencies among the respondents to amplifying or filter
their responses under the testing.
 In some cases, the customer was not giving the proper reply. He/she might think
that this is only wastage of time or this might create some problem etc.
 Unavailability of some information due to the lack of awareness of consumers in
these area.

60. CONCLUSION
the past months of my internship have been very instructive for me, HOME TOWN has
offered me opportunities to learn and develop myself to many areas. I gained a lot of
experience, especially in the marketing in tale calling field. A lot of tasks and activities that
I have worked on during the internship are familiar with what I‘m studying at the moment. I
worked on many areas where I did different work. This gave me the chance to find out
which areas I want work in after my education. The area that I found most interesting is
marketing and telecommunication. By developing a marketing plan, I had to do lots of
research where I had to find the best way of marketing. I learned many things about
telecommunication, customer services by using and learning about social media tools.
As a bonus, I got to experience the event marketing process. I learned how the marketing
and promotional activities occur. So I also learned how the administrational process
occurs by maintaining contact with the venue, vendors.
During my one and a half of internship, I want to actively contribute to the company‘s
objectives by applying the knowledge I obtained during my education such as the
important aspects of communication including telecommunication, advertising, media, PR,
written communication, information, organization, and management.
During my one and half month internship, I want to improve my English language by
working along with my colleagues and communicating with the clients of the internship
company.
I realized that the marketing for a product is very essential in the process of positioning in
the market of a product to the selling of it.
The products are selling on the basis of region and the area of market.
Overall we say that if we are in modern world with it the marketing should also be modern
marketing.

61. Bibliography
www.futuregroup.com
www.futureretail.com
www.futureretailwikipidia.com
www.yahoofutureretail.com