This document contains a project report submitted by Soumyajit Mukherjee for his Post Graduate Program in Business Management (PGPBM) at Bengal Institute of Business Studies (BIBS) in Kolkata, India. The project focuses on the basic floor operations of Reliance Trends store located at Avani Mall in Howrah. It includes an introduction, objectives, details about Reliance Retail Ltd. and Reliance Trends, acknowledgements and various chapters on store operations, methodology, data analysis, job assignments and conclusions. The report provides insights into the functioning and management of apparel retail operations at Reliance Trends.
This document discusses increasing basic operational parameters and lead generation for gift vouchers at a department of Reliance Retail. Key points discussed include:
- Measuring customer transactions, stock levels, store space utilization, average transaction size, and employee performance to evaluate daily operations.
- Ensuring proper licenses, store cleanliness, maintenance, and security are in place for store administration and facilities management.
- The importance of visual merchandising and product displays for suggestive selling.
- Suggestions provided to improve customer service and voucher sales include having employees accompany customers, reducing alteration times, and increasing bulk gift voucher discounts.
A project report on retail industry in indiaProjects Kart
The document provides an overview of the retail industry in India. It discusses how retail is a large industry in India, accounting for 10% of GDP. It also describes how the retail industry is at an inflection point, with organized retail and consumption growth set to increase significantly. This is driven by India's young population and growing urbanization. The document then covers differences between organized and unorganized retail sectors in India, and how organized retail is growing and spreading, led initially by supermarket chains in Southern India.
This document provides information about a summer internship project conducted at Reliance Trends to study customer satisfaction and promotional activities. It includes an introduction, declaration, acknowledgements, executive summary and table of contents. The intern conducted primary and secondary research to assess customer satisfaction levels and ways to meet customer expectations. A questionnaire was used to collect data from 50 respondents in Bangalore, which was then analyzed using bar diagrams. The findings and recommendations from the research aim to help Reliance Trends improve customer satisfaction and drive more customers through effective promotional strategies.
This document provides an overview of Shoppers Stop, a leading retailer in India. It discusses Shoppers Stop's history since 1991, store formats, strategic alliances, locations, segmentation and positioning strategies, financial performance, loyalty programs, and competitive analysis. The document also analyzes the impact of the 2008 recession on Shoppers Stop and its plans for international expansion.
a project report on strengthening look & feel of Indian wear section & resolv...Biki Patro
This document is an internship project report submitted by S Biki Patro to strengthen the look and feel of the Indian wear section and resolve key barriers to business at Reliance Trends in Bhubaneswar, India. The report includes an introduction, industry and company profiles of Reliance Retail and Reliance Trends, literature review, research methodology, data analysis, findings, recommendations, and conclusion. The goal of the internship was to understand how to improve customer attraction and satisfaction at the Reliance Trends store through strategies related to promotions, pricing, employee behavior, billing, product assortment, and quality.
Reliance Fresh uses an integrated promotional strategy including advertising, sales promotions, events, public relations, and direct marketing. Their key communication tools are newspaper advertisements, in-store signage and audio promotions. They aim to effectively communicate their offers to customers and drive sales. Customer feedback is collected but not fully utilized. While their communication mix is effective, Reliance Fresh could benefit from a more coordinated IMC approach to make promotions more efficient.
The document provides details about a winter internship project done at Pantaloons Fashion and Retails India Ltd. focusing on optimizing store operations. The internship included tasks like customer calling to invite them to an end of season sale, handling the cash counter, and learning about visual merchandising, warehousing, and customer database management. Key findings from a survey of 100 customers included that proper segregation and size display increases conversion rates, customer interaction boosts basket size, and offer displays need to be done effectively. The internship helped provide hands-on experience in retail operations and customer service.
Case study on Visual Merchandising in Reliance Retail- By Raghav KulkarniRaghav kulkarni
The following Case study sheds Light on how Reliance Retail uses concept of Visual Merchandising and how it influences and Impacts the customer Buying Pattern and Problems associated with it.
This document discusses increasing basic operational parameters and lead generation for gift vouchers at a department of Reliance Retail. Key points discussed include:
- Measuring customer transactions, stock levels, store space utilization, average transaction size, and employee performance to evaluate daily operations.
- Ensuring proper licenses, store cleanliness, maintenance, and security are in place for store administration and facilities management.
- The importance of visual merchandising and product displays for suggestive selling.
- Suggestions provided to improve customer service and voucher sales include having employees accompany customers, reducing alteration times, and increasing bulk gift voucher discounts.
A project report on retail industry in indiaProjects Kart
The document provides an overview of the retail industry in India. It discusses how retail is a large industry in India, accounting for 10% of GDP. It also describes how the retail industry is at an inflection point, with organized retail and consumption growth set to increase significantly. This is driven by India's young population and growing urbanization. The document then covers differences between organized and unorganized retail sectors in India, and how organized retail is growing and spreading, led initially by supermarket chains in Southern India.
This document provides information about a summer internship project conducted at Reliance Trends to study customer satisfaction and promotional activities. It includes an introduction, declaration, acknowledgements, executive summary and table of contents. The intern conducted primary and secondary research to assess customer satisfaction levels and ways to meet customer expectations. A questionnaire was used to collect data from 50 respondents in Bangalore, which was then analyzed using bar diagrams. The findings and recommendations from the research aim to help Reliance Trends improve customer satisfaction and drive more customers through effective promotional strategies.
This document provides an overview of Shoppers Stop, a leading retailer in India. It discusses Shoppers Stop's history since 1991, store formats, strategic alliances, locations, segmentation and positioning strategies, financial performance, loyalty programs, and competitive analysis. The document also analyzes the impact of the 2008 recession on Shoppers Stop and its plans for international expansion.
a project report on strengthening look & feel of Indian wear section & resolv...Biki Patro
This document is an internship project report submitted by S Biki Patro to strengthen the look and feel of the Indian wear section and resolve key barriers to business at Reliance Trends in Bhubaneswar, India. The report includes an introduction, industry and company profiles of Reliance Retail and Reliance Trends, literature review, research methodology, data analysis, findings, recommendations, and conclusion. The goal of the internship was to understand how to improve customer attraction and satisfaction at the Reliance Trends store through strategies related to promotions, pricing, employee behavior, billing, product assortment, and quality.
Reliance Fresh uses an integrated promotional strategy including advertising, sales promotions, events, public relations, and direct marketing. Their key communication tools are newspaper advertisements, in-store signage and audio promotions. They aim to effectively communicate their offers to customers and drive sales. Customer feedback is collected but not fully utilized. While their communication mix is effective, Reliance Fresh could benefit from a more coordinated IMC approach to make promotions more efficient.
The document provides details about a winter internship project done at Pantaloons Fashion and Retails India Ltd. focusing on optimizing store operations. The internship included tasks like customer calling to invite them to an end of season sale, handling the cash counter, and learning about visual merchandising, warehousing, and customer database management. Key findings from a survey of 100 customers included that proper segregation and size display increases conversion rates, customer interaction boosts basket size, and offer displays need to be done effectively. The internship helped provide hands-on experience in retail operations and customer service.
Case study on Visual Merchandising in Reliance Retail- By Raghav KulkarniRaghav kulkarni
The following Case study sheds Light on how Reliance Retail uses concept of Visual Merchandising and how it influences and Impacts the customer Buying Pattern and Problems associated with it.
This document provides an overview of retailing as an introduction to the subject. It discusses the meaning and functions of retailing, as well as its economic significance and key trends. Retailing involves buying goods in bulk and selling them in smaller quantities to final consumers. The functions of retailers include providing assortment, breaking bulk, inventory holding, and services. Retailing is a large and growing segment of the economy that provides employment and business opportunities. Major trends in retail include greater diversity of retailers, industry concentration, globalization, and the use of multiple channels to interact with customers.
Project on sales promotion in big bazaarrockierock
The document discusses sales promotion strategies and provides an overview of the Indian retail industry and Future Group. It defines sales promotion as activities designed to boost sales through advertising, sampling, discounts, etc. It then outlines advantages like increased consumer confidence and reduced rates. The document also profiles the Indian retail industry and Future Group, the largest retailer in India which operates various store formats across the country.
This document summarizes research conducted on Reliance Trends stores. It provides an introduction to Reliance Trends and outlines the objectives, scope, and methodology of the research. Key findings from surveys of 30 Reliance Trends customers are presented, including that most customers are between 20-30 years old and visit during special offers. The research concludes that while customers are satisfied with some aspects of Reliance Trends, the stores could improve customer conversion rates and meet high expectations around pricing.
This document provides details about a summer internship project report submitted by Mr. Arjun Jaideep to Amity University. The project examines various marketing strategies using below-the-line advertising for Reliance SMART stores. Reliance SMART is a convenience store format owned by Reliance Retail which aims to invest over 25,000 crores in retail over the next 4 years. The intern collected customer feedback from interacting with 8-10 customers per day at two assigned Reliance SMART stores. The report includes declarations, certificates, acknowledgements and introduces the company and retail industry in India. It provides a brief history of Reliance Retail's expansion and store formats.
CUSTOMER BUYING BEHAVIOUR AT PANTALOONSSrihari Reddy
Customer Buying Behavior is the study of individuals and the processes they use to select, secure, use, and dispose of products, services, experiences, or ideas to satisfy needs and the impacts that these processes have on the consumer and society. Customer behavior is increasingly a part of strategic planning for the future investment and growth of any industry. Retail industry or precisely to say apparel industry is no exception.
DMart is a chain of hypermarket and supermarkets in India founded by Radhakishan Damani in the year 2002. As of 2018, it has 154 stores spread across Maharashtra, Andhra Pradesh, Telangana, Gujarat, Madhya Pradesh, Chhattisgarh, Rajasthan, National Capital Region, Tamil Nadu, Karnataka and Punjab.
DMart is promoted by Avenue Supermarts Ltd. (ASL). The company has its headquarters in Mumbai.
This document provides an overview of the retail industry in India. It discusses that while the majority of retail in India is still unorganized, the organized retail sector is growing rapidly at around 25-30% annually. Key factors driving this growth include rising incomes, changing consumer preferences, and the entry of large domestic and international retailers. The organized retail sector is expected to increase its market share from the current 2% to around 15-20% over the next decade. This represents a significant opportunity for the growth of organized retail in India.
Reliance Retail is India's largest retailer with over 1691 stores across India as of 2012-13. It offers a wide range of products across various formats including grocery stores (Reliance Fresh), consumer electronics (Reliance Digital), fashion (Reliance Trends), jewellery (Reliance Jewels), and others. Reliance Fresh is the grocery store format with over 1691 outlets nationwide focusing on fruits, vegetables, staples, and other daily need products. The stores aim to source products directly from farmers and offer convenience with average sizes of 3000-4000 square feet located within a 3 minute drive.
This document summarizes a summer project report submitted by Jigisha P Aagja for her MBA degree. The report studied the supplier payment system and supply chain processes at Reliance Retail in Ahmedabad. It provides an acknowledgement, executive summary, table of contents, and sections on retailing trends, food retailing in India, Reliance Retail, observations and findings from the study, and suggestions. The study employed analysis of internal Reliance Retail records in Ahmedabad, interviews, and observation methods. It found that Reliance Retail has a strong internal control system and customized their SAP system to suit their business processes.
The document provides background information on Pantaloon Retail (India) Limited (PRIL). It discusses how PRIL started as a small garment manufacturer and evolved into a leading retailer in India. It highlights key milestones like the launch of Pantaloons stores in the 1990s, which became very successful, and the later expansion into discount stores and food retail formats. The document also briefly discusses the changing Indian retail landscape and consumer preferences that enabled the growth of organized retail chains like PRIL.
ProJecT RePorT On BuYinG behAvioR of CusTomerS In BiG BazAaRSonu Sah
The Project Report is duly outcome of my hardwork for the future Viewers/Reader who is in the need to make the project report as their partial fulfillment for their academic purpose from where you can get the idea about the Big Bazaar and the Consumer Buying Behavior. Please do Like and Share if you find it fruitful.
D-Mart is a retail chain located in Koparkhairane, Navi Mumbai that follows an everyday low pricing strategy. It aims to be the lowest priced retailer in its area. D-Mart offers a wide range of products across multiple floors at discounted prices compared to MRP. It uses promotions, newspaper advertisements, and in-store signage to promote offers and drive sales. However, D-Mart faces threats from larger competitors and may struggle without brand loyalty or corporate backing.
Summer Internship Report on Study of Consumer Behaviour At Louis Philippe which is part of aditya birla group.Louis Philippe is Owned by Madura Garments P Ltd.
The document is a project report on competitor analysis at Pantaloons Retail (India) Limited in Guwahati. It includes an introduction to the company and Future Group, research methodology used for the analysis, and outlines for various sections like company profile, data analysis, findings, and bibliography. The research methodology section describes using both primary and secondary data collection. Primary data was collected through discussions with company personnel, while secondary data came from company websites and other sources. The report aims to systematically analyze Pantaloons' competitors to gain insights and formulate strategies.
A research project report on comparative study of vishal megamart and its com...Projects Kart
This document is a research project report submitted for a Master's degree that analyzes Vishal Megamart, a retailer in Lucknow, India. It includes an executive summary, introduction to the Indian retail industry, company profile, SWOT analysis, and research on Vishal Megamart and its competitors. The report is divided into two parts, with the first covering the company overview and analysis, and the second describing the research objectives, methodology, findings, and limitations of the comparative study.
Reliance is a multinational conglomerate founded in 1966 and currently headed by Mukesh Ambani. It operates over 300 Reliance Trends stores across India selling over 2 lakh garments daily. The presentation analyzed Reliance Trends' marketing strategies including promotions, pricing, and products offered. A customer survey found that most visitors were students aged 20-30 who came for special offers. Respondents agreed the staff was helpful and prices provided good value. In conclusion, Reliance Trends' various marketing efforts seemed successful and customers expected the high quality to continue.
This document outlines the research methodology for a study on consumer buying behavior at D-Mart stores in Jalgaon, India. The objectives of the study are to understand customer satisfaction, demand analysis, availability of offers and services, product varieties, affordable pricing, and product quality. Primary and secondary data will be collected, including through a survey of 50 D-Mart customers using a 13 question questionnaire. Primary data collection methods involve field surveys and observations. Secondary data will be collected from D-Mart records, websites, and other sources. The scope is limited to Jalgaon and random sampling will be used. The findings will provide insights into customer preferences and behaviors at D-Mart.
Objectives of the Project:-
1.Learned the Demographic Profile of people living in Tricity
2.Carried out the Catchment Analysis.
3. Studied the awareness level, purchasing power and monthly expenditure of college students.
4. To understand the catchment area of Elante Mall.
5. To know the awareness level of people regarding Reliance Trends.
This document provides an overview of retailing as an introduction to the subject. It discusses the meaning and functions of retailing, as well as its economic significance and key trends. Retailing involves buying goods in bulk and selling them in smaller quantities to final consumers. The functions of retailers include providing assortment, breaking bulk, inventory holding, and services. Retailing is a large and growing segment of the economy that provides employment and business opportunities. Major trends in retail include greater diversity of retailers, industry concentration, globalization, and the use of multiple channels to interact with customers.
Project on sales promotion in big bazaarrockierock
The document discusses sales promotion strategies and provides an overview of the Indian retail industry and Future Group. It defines sales promotion as activities designed to boost sales through advertising, sampling, discounts, etc. It then outlines advantages like increased consumer confidence and reduced rates. The document also profiles the Indian retail industry and Future Group, the largest retailer in India which operates various store formats across the country.
This document summarizes research conducted on Reliance Trends stores. It provides an introduction to Reliance Trends and outlines the objectives, scope, and methodology of the research. Key findings from surveys of 30 Reliance Trends customers are presented, including that most customers are between 20-30 years old and visit during special offers. The research concludes that while customers are satisfied with some aspects of Reliance Trends, the stores could improve customer conversion rates and meet high expectations around pricing.
This document provides details about a summer internship project report submitted by Mr. Arjun Jaideep to Amity University. The project examines various marketing strategies using below-the-line advertising for Reliance SMART stores. Reliance SMART is a convenience store format owned by Reliance Retail which aims to invest over 25,000 crores in retail over the next 4 years. The intern collected customer feedback from interacting with 8-10 customers per day at two assigned Reliance SMART stores. The report includes declarations, certificates, acknowledgements and introduces the company and retail industry in India. It provides a brief history of Reliance Retail's expansion and store formats.
CUSTOMER BUYING BEHAVIOUR AT PANTALOONSSrihari Reddy
Customer Buying Behavior is the study of individuals and the processes they use to select, secure, use, and dispose of products, services, experiences, or ideas to satisfy needs and the impacts that these processes have on the consumer and society. Customer behavior is increasingly a part of strategic planning for the future investment and growth of any industry. Retail industry or precisely to say apparel industry is no exception.
DMart is a chain of hypermarket and supermarkets in India founded by Radhakishan Damani in the year 2002. As of 2018, it has 154 stores spread across Maharashtra, Andhra Pradesh, Telangana, Gujarat, Madhya Pradesh, Chhattisgarh, Rajasthan, National Capital Region, Tamil Nadu, Karnataka and Punjab.
DMart is promoted by Avenue Supermarts Ltd. (ASL). The company has its headquarters in Mumbai.
This document provides an overview of the retail industry in India. It discusses that while the majority of retail in India is still unorganized, the organized retail sector is growing rapidly at around 25-30% annually. Key factors driving this growth include rising incomes, changing consumer preferences, and the entry of large domestic and international retailers. The organized retail sector is expected to increase its market share from the current 2% to around 15-20% over the next decade. This represents a significant opportunity for the growth of organized retail in India.
Reliance Retail is India's largest retailer with over 1691 stores across India as of 2012-13. It offers a wide range of products across various formats including grocery stores (Reliance Fresh), consumer electronics (Reliance Digital), fashion (Reliance Trends), jewellery (Reliance Jewels), and others. Reliance Fresh is the grocery store format with over 1691 outlets nationwide focusing on fruits, vegetables, staples, and other daily need products. The stores aim to source products directly from farmers and offer convenience with average sizes of 3000-4000 square feet located within a 3 minute drive.
This document summarizes a summer project report submitted by Jigisha P Aagja for her MBA degree. The report studied the supplier payment system and supply chain processes at Reliance Retail in Ahmedabad. It provides an acknowledgement, executive summary, table of contents, and sections on retailing trends, food retailing in India, Reliance Retail, observations and findings from the study, and suggestions. The study employed analysis of internal Reliance Retail records in Ahmedabad, interviews, and observation methods. It found that Reliance Retail has a strong internal control system and customized their SAP system to suit their business processes.
The document provides background information on Pantaloon Retail (India) Limited (PRIL). It discusses how PRIL started as a small garment manufacturer and evolved into a leading retailer in India. It highlights key milestones like the launch of Pantaloons stores in the 1990s, which became very successful, and the later expansion into discount stores and food retail formats. The document also briefly discusses the changing Indian retail landscape and consumer preferences that enabled the growth of organized retail chains like PRIL.
ProJecT RePorT On BuYinG behAvioR of CusTomerS In BiG BazAaRSonu Sah
The Project Report is duly outcome of my hardwork for the future Viewers/Reader who is in the need to make the project report as their partial fulfillment for their academic purpose from where you can get the idea about the Big Bazaar and the Consumer Buying Behavior. Please do Like and Share if you find it fruitful.
D-Mart is a retail chain located in Koparkhairane, Navi Mumbai that follows an everyday low pricing strategy. It aims to be the lowest priced retailer in its area. D-Mart offers a wide range of products across multiple floors at discounted prices compared to MRP. It uses promotions, newspaper advertisements, and in-store signage to promote offers and drive sales. However, D-Mart faces threats from larger competitors and may struggle without brand loyalty or corporate backing.
Summer Internship Report on Study of Consumer Behaviour At Louis Philippe which is part of aditya birla group.Louis Philippe is Owned by Madura Garments P Ltd.
The document is a project report on competitor analysis at Pantaloons Retail (India) Limited in Guwahati. It includes an introduction to the company and Future Group, research methodology used for the analysis, and outlines for various sections like company profile, data analysis, findings, and bibliography. The research methodology section describes using both primary and secondary data collection. Primary data was collected through discussions with company personnel, while secondary data came from company websites and other sources. The report aims to systematically analyze Pantaloons' competitors to gain insights and formulate strategies.
A research project report on comparative study of vishal megamart and its com...Projects Kart
This document is a research project report submitted for a Master's degree that analyzes Vishal Megamart, a retailer in Lucknow, India. It includes an executive summary, introduction to the Indian retail industry, company profile, SWOT analysis, and research on Vishal Megamart and its competitors. The report is divided into two parts, with the first covering the company overview and analysis, and the second describing the research objectives, methodology, findings, and limitations of the comparative study.
Reliance is a multinational conglomerate founded in 1966 and currently headed by Mukesh Ambani. It operates over 300 Reliance Trends stores across India selling over 2 lakh garments daily. The presentation analyzed Reliance Trends' marketing strategies including promotions, pricing, and products offered. A customer survey found that most visitors were students aged 20-30 who came for special offers. Respondents agreed the staff was helpful and prices provided good value. In conclusion, Reliance Trends' various marketing efforts seemed successful and customers expected the high quality to continue.
This document outlines the research methodology for a study on consumer buying behavior at D-Mart stores in Jalgaon, India. The objectives of the study are to understand customer satisfaction, demand analysis, availability of offers and services, product varieties, affordable pricing, and product quality. Primary and secondary data will be collected, including through a survey of 50 D-Mart customers using a 13 question questionnaire. Primary data collection methods involve field surveys and observations. Secondary data will be collected from D-Mart records, websites, and other sources. The scope is limited to Jalgaon and random sampling will be used. The findings will provide insights into customer preferences and behaviors at D-Mart.
Objectives of the Project:-
1.Learned the Demographic Profile of people living in Tricity
2.Carried out the Catchment Analysis.
3. Studied the awareness level, purchasing power and monthly expenditure of college students.
4. To understand the catchment area of Elante Mall.
5. To know the awareness level of people regarding Reliance Trends.
strengthening look and feel of indian wear section & resolving key barriers t...Biki Patro
Reliance Retail Limited is a subsidiary of Reliance Industries Limited based in Mumbai. It was established in 2006 to organize retail operations for the Reliance Group. Reliance Retail operates stores across India, including two stores in Bhubaneswar called Reliance Trends. The document discusses Reliance Trends' customers, which are primarily youth, and competitors like Shoppers' Stop and Westside. It also outlines the scope, objectives, methodology, and findings of a study on how to improve merchandise display and customer experience at Reliance Trends stores. Suggestions from the study include making all sizes available and improving staff training.
Impact Of Retail Store Design and Layout on Consumer (1)Ashish Chate
The document discusses the impact of retail store design and layout on consumer behavior. It begins by acknowledging those who helped with the research project. The executive summary states that store design and layout are important factors that affect consumer behavior and store image. Well-designed layouts influence in-store traffic patterns, shopping atmosphere, shopping behavior, and operational efficiency. The document then outlines the various sections that will be covered, including the research methodology, data analysis, and conclusions. It discusses key concepts like store layout, consumer purchasing behavior, and defines the type of store - a hyperstore. The document examines how elements of the store like appearance, merchandise display, floorspace, traffic flow, and ventilation impact customers.
This document appears to be a project report submitted for an academic course. It includes sections on introduction, objectives, methodology, data analysis and interpretation, conclusions, and suggestions. The main findings are that Reliance Communication's customers reported the lowest satisfaction levels for after-sales service compared to other providers. The top concerns for RCom customers were service level issues. Suggestions to improve customer retention and sales within the limited territory are provided.
Reliance was founded in 1966 in India by Dhirubhai Ambani. It is now led by his sons Mukesh and Anil Ambani and has diversified into many industries including oil, gas, petrochemicals, textiles, retail, and telecommunications. Reliance Retail was established in 2006 as the retail division of Reliance Industries and has grown to over 900 stores across various formats. The company focuses on sustainable growth, enhancing quality of life, and ensuring energy security for India through its businesses and corporate social responsibility programs in education, health, community development, and the environment.
The document discusses rural banking in India, including its objectives of poverty alleviation and financial intermediation. It outlines the limited banking presence pre-independence, nationalization of banks post-independence, and the rural branch expansion program of the 1970s. The establishment of NABARD to provide credit facilities to farmers is also mentioned. Challenges in rural markets include a lack of adequate financial markets and infrastructure, though opportunities exist in agribusiness and untapped markets. Marketing strategies proposed include developmental marketing, customized products and delivery models, and partnerships with cooperatives and NGOs.
The document summarizes a study conducted at Reliance Trends stores. The objectives were to study daily floor operations, monitor compliance with standard operating procedures, analyze competitors, and understand customer satisfaction and preferences. Reliance Trends is a division of Reliance Retail Ltd, which has over 1200 stores across India. The report details the store rollout history and growth in store numbers from 2007 to the present. It also analyzes customer purchase data and feedback on aspects like product quality, pricing and need for more offers to improve the home fashion section.
Rural banking in India aims to provide financial services to customers in rural areas. The objectives include saving rural people from money lenders, accelerating economic growth, and encouraging entrepreneurship. Currently, rural populations have limited access to services, with many relying on informal sources. Regional Rural Banks were established to increase credit flow, but commercial bank branches still only cover 7% of rural sectors. Microfinance is an important approach, with self-help groups being a major model. Issues include regional imbalances, poor management, lack of support, and ensuring sustainability. Expanding reach through partnerships and technology, as well as financial literacy, are keys to further progress.
The document discusses supply chain management and inventory management. It describes the typical flow of products from plants to distribution warehouses to retailers for sale to customers. It notes the conflict between having enough inventory to meet demand versus avoiding excess inventory due to changing market conditions. The Theory of Constraints (TOC) provides solutions, including placing most inventory at production sources, having retailers stock only enough for their replenishment period needs, and replenishing based on sales with monitoring to address abnormal demand changes. The TOC supply chain replenishment system formalizes replenishment time, maximum inventory levels, and quantities based on sales and lead times.
El documento describe los productos de hormigón ROXIPAN, incluyendo parquets, losas, paneles y placas de hormigón para suelos y revestimientos. ROXIPAN ofrece diferentes líneas de productos de hormigón como ROXIfloor, ROXIwall y ROXIflex para crear diseños originales en suelos, fachadas y mobiliario de manera práctica y sin necesidad de técnicas pesadas. Los productos de ROXIPAN permiten aprovechar las ventajas del hormigón en términos de diseño y decor
El documento resume las causas legales de divorcio en México, incluyendo divorcio necesario debido a adulterio, enfermedades contagiosas, separación por más de 6 meses, violencia familiar u otras conductas inmorales; y divorcio por mutuo consentimiento o voluntario cuando ambas partes están de acuerdo. También menciona algunas páginas web relacionadas con el tema del divorcio.
Este documento describe varios conceptos clave relacionados con Internet como TCP, IP, www, HTTP, HTML, URL, DNS y dominios. Explica la diferencia entre IP pública e IP privada y cómo verificarlas. También enumera diferentes tipos de buscadores de Internet como directorios, motores de búsqueda y metabuscadores. Por último, menciona diversos sitios web para descargar música, libros, videos y archivos, así como para comprimir, encriptar y convertir diferentes formatos de archivos.
This document summarizes an offer for 650 million ordinary shares in British-American Investments Company (Kenya) Limited at a price of KES 9 per share, constituting a 30.23% stake in the company. Proceeds will fund regional expansion, development of Kenyan operations, property development, debt repayment, and offer expenses. The offer opens on July 12th 2011 and closes on August 5th 2011, with allotment on August 19th and trading commencing on August 30th 2011. The company aims to leverage its insurance expertise and alliances to expand in the large and growing Kenyan and regional markets.
Agenda of the workshop on the forming of audit opinions, co-organised by SIGMA and the Turkish Court of Accounts, which took place in Ankara on 26-27 October 2016
Students should not be allowed to use cellphones in class for three key reasons:
1) Cellphones are a distraction - Studies show students send many texts per day and this could interrupt lessons.
2) Cellphones enable cheating - With cellphones, students can easily text answers during tests instead of passing notes.
3) Cheating is a problem - Studies found that 20% of university students admitted to cheating on tests, and cellphones make it easier. Banning phones in class would help address these issues.
El documento presenta información general sobre varios países como Alemania, Estados Unidos, Ghana y Portugal. Incluye secciones sobre su capital, población, geografía, clima, cultura, economía, transporte y otros datos. También contiene preguntas sobre banderas y datos de algunos de estos países.
El artículo discute la crisis existencial que atraviesa la industria periodística debido a la transición hacia lo digital. Los periódicos en papel se enfrentan a una fuerte caída en la circulación y los ingresos publicitarios, lo que ha llevado al cierre de muchas publicaciones y la pérdida de miles de puestos de trabajo. A pesar de las advertencias de expertos hace décadas sobre este cambio tecnológico, los medios tradicionales tardaron en adaptarse a Internet. Ahora deben reinventarse para sobrevivir
The document is a project report submitted by Soumyajit Mukherjee for his PGPBM & MBA program at Bengal Institute of Business Studies regarding his summer internship project on the basic floor operations of Reliance Trends store located at Avani Mall in Howrah. It includes an introduction, objectives, details about Reliance Retail Ltd and Reliance Trends, descriptions of departments and products, explanations of basic store operations and methodology used in the project.
The document discusses a project report submitted by Harleen Kaur on customer service at Big Bazaar, a hypermarket chain in India. It includes an introduction outlining the purpose and scope of the project report, as well as sections on the company profile of Big Bazaar, its marketing mix, customer services provided, SWOT analysis, research methodology, data analysis, findings, conclusions, and recommendations. The project was conducted under the guidance of Prof. Dr. Seema Girdhar at Guru Nanak Institute of Management.
The document discusses a project report submitted by Harleen Kaur on customer service at Big Bazaar, a hypermarket chain in India. It includes an introduction outlining the purpose and scope of the project report, as well as sections on the company profile of Big Bazaar, its marketing mix, customer services provided, SWOT analysis, research methodology, data analysis, findings, conclusions, and recommendations. The project was conducted under the guidance of Prof. Dr. Seema Girdhar at Guru Nanak Institute of Management.
The document describes a summer internship report submitted by Ran Vijay Singh Yadav for their MBA in Retail program. It includes sections on the internship experience at Big Bazaar such as a certificate, declaration, acknowledgements, company and store profiles, and analyses of Big Bazaar's marketing elements. The report also provides findings and recommendations from the internship on marketing dynamics in the retail sector based on the experience at Big Bazaar.
JIMS Rohini offers 2 years PGDM- Retail Management programme aims to:To provide students with the comprehensive understanding of the theoretical and applied aspects of Retail Management along with other functional areas of Marketing, Finance, Entrepreneurship, Ecommerce & Visual Merchandising.
To equip students with the practical, research and analytical skills necessary for a professional management career in the retail trade or an allied sector. The curriculum has been designed keeping into consideration the requirement of Retail industry as well as operations of other industries such as Banking, Telecom, Insurance, Consumer Durable, Hospitality etc. - JIMS Rohini News
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.
The Student Ankur Mishra is a Final Year Student of Dezyne E' cole college doing his BBA. This Project has been undertaken by the Student during his Summer Internship at Future Group,Home Town. The Topic of his Internship is Market Strategy & Customer Satisfaction.
The document is a summer training project report submitted by Shiv Mohan Singh about his training at Big Bazaar in Ranchi. It provides details about the company profile of Pantaloon Retail (India) Limited which operates Big Bazaar. Some key points include:
- Pantaloon Retail operates multiple retail formats across India with over 1000 stores.
- Big Bazaar is a uniquely Indian hypermarket chain that was launched in 2001 in Kolkata.
- The project report includes sections on the company profile, management structure, departments and products, research objectives and methodology used by Singh during his summer training at Big Bazaar.
The document is a summer training project report submitted by Shiv Mohan Singh about his training at Big Bazaar in Ranchi. It provides details about the company profile of Pantaloon Retail (India) Limited which operates Big Bazaar. Some key points include:
- Pantaloon Retail operates multiple retail formats across India with over 1000 stores.
- Big Bazaar is a uniquely Indian hypermarket chain that was launched in 2001 in Kolkata.
- The project report includes sections on the company profile, management structure, departments and products, research objectives and methodology used by Singh during his summer training at Big Bazaar.
Impact of store location on consumer Behaviour with respect to Vishal Mega Mart Bibhudutta Tripathy
This document provides an overview of a summer internship project conducted at Vishal Mega Mart to analyze the impact of store location on consumer behavior. It includes an introduction to the retail industry in India, objectives of the study, research methodology used, literature review, data analysis and results, recommendations, and conclusions. The project involved collecting data through surveys at Vishal Mega Mart stores and analyzing factors like proximity, accessibility, amenities, reputation and their influence on customers' shopping decisions and travel behavior.
A detailed study and project report on Marketing and Customer Relation at Big...SahajpreetKaur2
The name Future Group itself reflects a success a story. It has many companies as its subsidiaries. One of these is Big Bazaar- a chain of hypermarket. Big Bazaar has its retail stores in various cities of India. Then I have studied the working of Ludhiana store
The report is based on the short-term project cum training in Big Bazaar, Ludhiana. The report is based on the marketing and customer relation management at Big Bazaar. The report has the details collected from Ludhiana store.
Purpose of doing the project is to understand the marketing aspect of Big Bazaar. A survey was also conducted which helped us to understand the customer behavior and the swot analysis of company. Marketing mix of company is also prepared to understand 4 P’s of company. The survey questionnaire was analyzed in detailed.
This document appears to be a summer training report submitted by Satnam Singh on customer satisfaction at Peaks Automobiles Pvt Ltd, an authorized dealer of Maruti Suzuki vehicles in Srinagar, Kashmir. It includes an acknowledgements section, declaration, preface, table of contents, and initial sections on the industrial and company profiles of Peaks Automobiles. The objectives, vision, and mission of the organization are also outlined. The report appears to analyze customer satisfaction through research methodology and a questionnaire at the automobile dealership.
The document is a summer training report submitted for a Master's degree in business administration. It provides an overview of Peaks Automobiles Pvt Ltd, an authorized dealer of Maruti Suzuki vehicles in Srinagar, Kashmir. It discusses the company's profile, objectives, vision, and leadership. It also summarizes the Indian automobile industry and provides background on Maruti Suzuki India Limited, the largest car manufacturer in India. The report aims to study customer satisfaction levels at Peaks Automobiles.
This document is a curriculum vitae for Ranjeet Singh that summarizes his educational and professional experience. He has an MBA from Crescent Institute of Management and a Bachelor's in Commerce from D.A.V.V University. His work experience includes positions in marketing, purchasing, and customer service for various mining and finance companies. He is proficient in MS Office software and seeks a position in marketing or sales.
The document summarizes the growth of the Indian retail industry, career opportunities, and education programs available. It states that India has over 12 million retail outlets, contributing 10% to GDP, and is estimated to grow to a $637 billion industry by 2015. This rapid growth is expected to generate approximately 900,000 new retail jobs. The Institute of Hospitality and Retail Education offers two courses - a Retail Sales Associate Program for entry-level positions and a First Level Manager Program for supervisory roles, to prepare individuals for careers in this booming sector.
Segmentation and satisfaction level royal enfieldSalmaliDutta
The document discusses customer satisfaction and market segmentation in the context of a study on Royal Enfield motorcycles. It provides background on customer satisfaction, defining it as managing expectations and experience. It also defines market segmentation as dividing consumers into groups with similar needs. The study will examine Royal Enfield's segmentation strategies, targeting, positioning, and customer satisfaction based on their marketing mix of product, price, place and promotion. It notes the importance of customer retention and measuring satisfaction to meet consumer needs better than competitors.
Shoppers Stop-Competitive Advantage in Retail IndustryMeenaskhi Gaur
This document provides an overview of Shoppers Stop, a leading retailer in India. It discusses the company's vision, specialty stores, awards, financial performance, SWOT analysis, and competitive advantage in the retail industry. Key findings indicate that Store ambience and layout, product quality, additional facilities and services, and a preference for loyal consumers contribute to Shoppers Stop's competitive advantage, while limited offers and discounts and store locations weaken its advantage relative to competitors. The document recommends expanding Shoppers Stop's geographical reach, focusing service strategies, minimizing customer annoyances, ongoing consumer research, and providing better prices and discounts to enhance its position in the retail market.
Retail management and consumer perception suchit gargTarun Aggarwal
This document outlines details of an internship project conducted at Haldiram Snacks Pvt. Ltd, including an introduction to the company, its products and manufacturing units, distribution channels, management structure, and objectives of the study which focused on retail management and consumer perception through primary research. The research methodology and data analysis chapters present findings from market visits and consumer surveys in 4 regions to understand stock status, retailers' and consumers' views of Haldiram's products and their perceptions. The conclusions provide insights that can help Haldiram improve its marketing strategies based on the research findings.
Similar to Project Report- A study of floor operations(Reliance Trends) at Avani Mall, howrah (20)
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DECLARATION
I hereby declare that the project entitled “BASIC FLOOR OPERATIONS OF RELIANCE TRENDS AT AVANI MALL, HOWRAH”, is an original piece of work and has not been submitted earlier in any institute for the partial fulfilment of the degree of Masters in Business Administration.
Submitted by: -
Soumyajit Mukherjee
Bengal Institute of Business Studies
PGPBM 2013-15 Batch
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ACKNOWLEDGEMENT
The satisfaction and euphoria that accompany the successful completion of any task would be incomplete without mentioning the people who made it possible, whose constant guidance and encouragement crowned our efforts with success.
I am grateful to my project guide Ms. Punam Halwasia (Store Manager, Reliance Trends- Avani Mall, Howrah), Mr. Manas Banerjee & Mr. Subrata Sardar (Departmental Managers, Reliance Trends-Avani Mall, Howrah)who constantly guided me at each and every fold and played a major role towards the completion of my project.
I really appreciated their involvement in the project and regular advice that helped me refine the project as I went along and also inculcate all the points that help significantly with the growth in my learning. It has been an absolute honour to work and learn from him.
I would also like to thank Mr.Arnab Basu (HR Manager, Eastern Region), Mr. Anshuman Banerjee (Cluster Manager) & specially the employees of Reliance Trends (Avani Mall, Howrah) in extending their support and full co-operation whenever required. Mrs. Kankana Choudhury(internal Guide) and Prof. Deepak Bhattacharya. Dr.Anindya Dutta and Mr. Vidur Kapoor(Chairman, BIBS) without their support the project would not have completed I would also like to express my sincere gratitude to Reliance Retail authorities who gave the permission to do my Summer Internship in a renowned company like Reliance Retail Ltd.
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CHAPTER NO.
TITLE
PAGE NO
1.
INTRODUCTION
1
2.
OBJECTIVES
2
3.
ABOUT THE COMPANY
HIERARCHY OF RELIANCE TRENDS
DEPARTMENTS & PRODUCTS
4-7
8
9-13
4.
BASIC STORE OPERATIONS
14-22
5.
CUSTOMER SERVICE DESK
23-24
6.
METHODOLOGY
25-27
7.
DATA ANALYSIS & INTERPRETATION
28-44
8.
JOB ASSIGNMENT
45-54
9.
SUGGESTIONS
55-57
10.
CONCLUSION
58
11.
BIBLIOGRAPHY
59
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1. INTRODUCTION
Reliance Trends is an Indian retail chain for apparel and accessories. Reliance Retail Limited runs the Reliance Trends Stores in India. Reliance Retail Ltd is a 100% subsidiary of Reliance Industries Limited. The stores are spread across the country. The first Reliance Trends Store was opened on 2007 in Gurgaon. Reliance Trends launched its private label of garments ‘NETPLAY’,’NETWORK’, etc to create its own identity and creation towards the customer benefits. Mr.Akhilesh Prasad the CEO of Reliance Trends, Limited.
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2. OBJECTIVES
To have a study on Reliance Retail (Reliance Trends) Ltd
To study about the daily floor activities of retail trading.
To look after maintenance of SOP by doing mystery shopping audit.
To analyze the various competitors of Reliance Trends (Inner premises & Outer premises) those are present at the same location.
To have a study on the customer satisfaction and preference.
To find out the possible reasons, if conversion level goes down.
To generate more business by increasing footfall in the premises by arranging various events.
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ABOUT THE COMPANY– (Reliance Retail Ltd.)
Date of Establishment
2006
Revenue
INR 2500-5000 Crores
Market Cap
US $ 27.4 billion
Address
RCP STTC Industrial Area, Tanabelapur Road, Ghansoli , Mumbai – 400701
Branches
Chairman & MD
CEO
Over 1200 stores across India
Mr. Mukesh Ambani
Mr. Akhilesh Prasad
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Overview Reliance Industries Limited is an Indian conglomerate holding company headquartered in Mumbai, Maharashtra, India. The company operates in five major segments: exploration and production, refining and marketing, petrochemicals, retail and telecommunications. RIL is the second-largest publicly traded company in India by market capitalisation and is the second largest company in India by revenue after the state-run Indian Oil Corporation. The company is ranked No. 99 on the Fortune Global 500 list of the world's biggest corporations, as of 2013. RIL contributes approximately 14% of India's total exports. Reliance Retail Limited (RRL), a subsidiary of Reliance Industries Limited under Mukesh Ambani, is Reliance Group’s foray into organized retail. RRL is based on the growth strategy of backward integration, and it generates inclusive growth and prosperity for farmers, vendor partners, small shopkeepers and consumers.
RLL is the second largest retailer in India. Its retail outlets offer foods, groceries, apparel and footwear, lifestyle and home improvement products, electronic goods, and farm implements and inputs. The company’s outlets also provide vegetables, fruits, and flowers.
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Reliance Trend’s Roll Out Journey:-
Reliance Trends started its journey on late 2007. It opened its first store in Gurgaon, India and the journey is going on today also:-
Date
Location
12/10/2007
Ambience Mall, Gurgaon, india
30/11/2007
V3S Mall, New Delhi, India
27/03/2008
Main Street Mall, Bandra, India
28/03/2008
Big C(Chawla Mall), Jalandhar, India
15/08/2008
10Acres Mall, Ahmadabad, India
Past, Present & Future:-
Year
No. of Stores
Year
No. of Stores
2007-2008
3
2012-2013
76
2008-2009
7
2013-2014
104
2009-2010
9
2014-2015
132(Already Crossed in in 2014)
2010-2011
23
2015-2016
167
2011-2012
48
2016-2017
202
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Vision of Reliance Trends:-
Democratic fashion, enrich the quality of life Indian Households by giving them access to quality fashionable clothing at extreme.
Mission of Reliance Trends:-
To be India’s largest apparel retailer and the dominant player in the Indian retail store market.
HOW RELIANCE TRENDS IS DIFFERENT?
Value Proposition: - P2Q3
Price(Taken from customer)
Quantity(Given)
P4
Q4 HIGHEST
P3
Q3
P2
Q2
P1
Q1 LOWEST
USP of Reliance Trends:-
Q- Best Quality
F- Latest Fashion
T- Patented Technology
V- Value for Money
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‘AGES’....for dealing customers in Reliance Trends:- APPROACH: - Move away from tired old fashioned ways of approaching customers and build an instant relationship that will increase retail sales. Think about the increased sales you or your sales team could make if you could get more of your retail customers talking to you. Greeting:- Walking into a retail store can seem like a foreign experience for some customers. Finding their way around your shop or looking for an employee to answer questions can be intimidating. Rather than hunting down a worker, some prospects might simply leave without talking to anyone or making a purchase. Grabbing sales from these potential customers can be successful if you train your staff to greet people upon entering your establishment and to be available for the duration of the visit to your store. EYE CONTACT:- ‘Eye contact can be the difference between seeming aloof and a new friendship.’ Respect Interest Appreciation Understanding Smile: ’A smile is a universal sign of happiness.’ It’s always essential to have a smile on the face while interacting with the customers.
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HIERARCHY OF RELIANCE TRENDS
CEO
OPERATIONAL HEAD
ZONAL HEAD
REGIONAL MANAGER
CLUSTER MANAGER
STORE MANAGER
DEPARTMENT MANAGER
SENIOR SALES EXECUTIVE/ TEAM LEADER
JUNIOR SALES EXECUTIVE
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DEPARTMENTS & THEIR PRODUCTS UNDER RELIANCE TRENDS
» MEN’S SECTION - On the first floor of the store is heart and soul designated area where the store Offers men’s dresses in a large variety, divided into various sections such as,
1.) FORMAL WEAR- It includes all types of formal wears of both private level and external brands products like Shirts, Trousers etc. Brands are included like-
MEN'S SECTION
FORMAL WEARS
MISC ZONE
CASUAL WEAR
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PUREZA (private level)
ZOLO BLUE (private level)
NETWORK (private level)
PETER ENGLAND (external brand)
OXEMBERG (external brand)
JOHN MILLER (external brand)
JOHN PLAYER (external brand)
SCULLERS (external brand)
VIMAL (external brand)
THOMAS SCOTT (external brand)
INDIGO NATION(semi formal) (external brand)
CRIMSONE CLUB(semi formal) (external brand)
LONDON BRIDGE(semi formal) (external brand)
2.) CASUAL WEAR: - It offers a variety range of casual wears that matches with the style of modern world. Available brands such as-
DNMX(private level)
NETPLAY(private level)
TEAMSPIRIT(private level)
FIRST CLASS(private level)
INTRIBE(private level)
DUKE(external brand)
TAANZ(external brand)
CLASSIC POLO(external brand)
KILLER(external brand)
FLYING MACHINE(external brand)
MOUSTACHE(external brand)
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LIVEIN(external brand)
COLOR PLUS(external brand)
3.) MISC. ZONE –It is the zone where sports wears, sports gears (i.e wrist bands, ankle band etc.), home section and the luggage section comes under.
For the luggage section:-
AMERICAN TOURISTOR(external brand)
SKYBAG(external brand)
La POLO(Internal brand)
For sports section:-
PEFORMAX(private level)
For Home section:-
WILLOW(private level)
WELSPUN(external brand)
PORTICO(external brand)
STELLAR(external brand)
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» WOMEN’S SECTION- On the ground floor of the store is heart and soul designated place where the store Offers women’s dresses in a large variety, divided into various sections such as,
1).ETHNIC WEAR- In this segment of dresses the store offers a variety and large collection of traditional dresses as on the 21st century. In this section the customers can find dresses like ANARKALI, Salwar , Churidar etc. It includes brands like-
AVASA(Internal Brand)
Fusion(Internal Brand)
Diya by Gitanjali(External Brand)
W(External Brand)
Aurelia(External Brand)
WOMEN'S SECTION
WESTERN WEARS
MISC ZONE
ETHNIC WEAR
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BIBA(External Brand)
Ashmita(External Brand)
Fashion Tadka(External Brand)
Praful(External Brand)
Mahi(External Brand)
2.) WESTERN WEAR:- It is the section where the highest variety of dresses are available. In this segment customers are offered with modern, trendy dresses, Here in this section also Reliance Retail ltd has got some IN-HOUSE and EXTERNAL BRANDS. It includes brands like-
DNMX(Internal Brand)
RIO(Internal Brand)
Team Spirit(Internal Brand)
Fig(Internal Brand)
Deal(External Brand)
109 Degree F(External Brand)
Scullers(External Brand)
Crimsone Club(External Brand)
Kraus(External Brand)
3.) MISC. ZONE: - In this section the accessories, sandals and fragrances are offered to the customers. It combines both In-House and external products. It includes brands like-
JEWELZ
WOW
UTRAN
STOLN
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» KID’S SECTION- In this section the great range of kids wear is offered. It has got a collection of boys and girls both from the products of both In-House and External brands. It includes the brands like-
FRENDZ(Internal Brand)
TEAM SPIRIT(Internal Brand)
DNMX(Internal Brand)
IVY LEAGUE(External Brand)
JINI JOHNY(External Brand)
UFO(Under Fourteen Only) (External Brand)
APPLE EYE(External Brand)
BABY LEAGUE(External Brand)
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SPACER: -
It is the gap measurement tool by which, the gap between all the hangers those are hanged in the browser to be maintained. The spacing should always be maintained by the Spacer. It is the way to keep the browser neat and tidy or to make it more attractive for the customers to browse the products.
When the proper space is being maintained between two hangers, an arm of a browser can accommodate 12 hangers.
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SOME BASIC FIXTURES OF RELIANCE TRNDS
FOUR WAY BROWSER
TWO WAY BROWSER
GANDOLA
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Electronic Article Surveillance:-
Electronic article surveillance (EAS) is a technological method for preventing shoplifting from retail stores, pilferage of books from libraries or removal of properties from office buildings. Special tags are fixed to merchandise or books. These tags are removed or deactivated by the clerks when the item is properly bought or checked out. At the exits of the store, a detection system sounds an alarm or otherwise alerts the staff when it senses active tags. Some stores also have detection systems at the entrance to the bathrooms that sound an alarm if someone tries to take unpaid merchandise with them into the bathroom. For high-value goods that are to be manipulated by the patrons, wired alarm clips may be used instead of tags.
There are mainly three types of tags are used in retail industry and in Reliance Trends also. They are as follows:
PENCIL TAG (HARD TAG)
U.F.O TAG (HARD TAG)
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With help of this EAS system Reliance Trends has already prevented number of SHOPLIFTING cases for last few years. In the three months time of internship it is noticed that Reliance Trends has caught only 2-3 shoplifters by having more than 25,000 footfalls.
Pencil and UFO Tags are clip-set kind of tag. These tags are tagged into the lower portion, hip portion (mainly in trousers, pant, jeans, churidars etc) of few garments. For the shoplifters it is just impossible to remove the tags without taking the help of tag-removal equipment (TAG REMOVER). Tags are placed in such a manner, if the tag is not removed properly from the garment, it can cause harm to the garment. These tags are recyclable, that means unless and until it becomes defective, it can be used.
Whereas, Soft Tags are magnetic-wired tags. These are used mainly to keep secure the packet products (e.g. Bed sheets, Comforters etc) or the small
MAGENTIC STRIP TAG (SOFT TAG)
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articles (e.g. Socks, Handkerchiefs, Accessories etc) from shoplifting. These tags can be used thrice only.
The hard tags can only be attached with the tag pin. The tag pins are removed from the product by the cashier against payment of that particular product. If anyone tries to remove the product with help of any kind of magnet it will not be possible because the tag pins can be removed by the TAG-PIN REMOVAL MAGNET only. Which is only been placed at the cashier’s desk.
If someone steals any product which is tagged (Hard and Soft) and tries to escape from the store, that person will be caught at exit points because there the ANTI-THEFT GATES are installed. These gates can catch any untagged product which is getting out off the store from a suitable distance.
TAG-PIN REMOVAL MAGNET
ANTI-THEFT GATE
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HAPPY TO HELP YOU!!!
“Service to customer is service to god. Our grahak is the most important athiti in our premises. Grahak is not dependent on us we are dependent on grahak. Grahak is not an outsider to our business grahak is a purpose of it. Grahak is not an interruption to our work grahak is a part of it. We r not doing our grahak a favour by serving him. Our grahak is doing us a favour by giving us an opportunity to do so. Service to customer is service to god...”
----Mahatma Gandhi
Customer Service Desk is the place where customers can exchange their products by collecting Credit Note. Not only that customers service desk’s personnel, also takes the responsibility in customer satisfaction service by lots of requests from the customers. Customer Relationship is pretty much needed job in today’s competition. The importance of customer satisfaction is being observed in many of the industries (i.e. Banks, Hospitals etc) focusing mainly on Customer Relation Programs nowadays.
Membership Program:-
Reliance-One Membership:- Reliance One Membership program is a relationship marketing program introduced by Reliance Retail.
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The customer can collect the Reliance One Points when he/she will shop at participating Reliance Retail Stores anywhere in India and can earn 1 Reliance One point for every Rs 100 that he/she spends.
Currently there is no Membership & renewal fee. The member can use their Reliance One Points to get Reliance One Discount vouchers which can be used at any Reliance Retail store. He/She needs a minimum of 25 Reliance One Points in his/her Reliance One Account before he/she can exchange them for Reliance One Discount Voucher. At the point of redemption the customer will get 0.70 Paisa against off ONE POINT what he/ she had earned by spending INR 100.
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RESEARCH METHODOLOGY:-
SELECTION OF AREA:
The area selected was Reliance Trends, Avani Mall, Howrah. It is one of the important shopping destinations of Howrah. Avani is the first mega mall of Howrah, and having lots of competitors like Pantaloons, Big Bazaar etc, by competition challenge keeping on mind this place was selected.
SELECTION OF SUBJECT:
The subject selected to study local competitors like big bazaar Pantaloons, and local market players as well.
SELECTION OF SAMPLE:
Convenient sampling is used for the study.
METHODS USED FOR COLLECTION DATA:
Both primary and secondary methods were used.
The primary data was collected through the questionnaire, which was given to the customers and face to face interaction also helped in this manner.
The secondary data was collected through the means of internet, office database.
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ANALYSIS OF DATA: The data collected are analyzed using percentage method supported by pie- charts.
LIMITATIONS:
Certain data collected can’t be specific suggestion vary from people to people.
PARAMETERS OF THE STUDY:
The study is limited within the Reliance Trends, Avani Mall, and Howrah.
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The data analysis is divided into two parts by two different sets of questionnaire, as follows
QUESTIONNAIRE
For the store For the Home Fashion Section
Data Analysis Data Analysis
SUGGESTIONS
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QUESTIONNAIRE
NAME:
AGE: - □Below 20 □ 21- 30 □ 31-50 □ 51 & above
GENDER:- □ Male □ Female
LOCATION- ______________________________
1) Are you shopping with Reliance Trends for the first time?
□ Yes □ No
2).How many times did you visit Home Fashion section in Reliance Trends, Avani?
□ 2 times □3-5 times □ more than 5 times
3).Why do you choose Reliance Trends, Avani Mall for shopping?
□ Offers □ Services □Product Availability □Easy Transportation
4).How did you come to know about Reliance Trends?
□ Electronic Media □ Print Media □ Word of mouth □others________________
5).Product purchased with respect to the Departments?
□ Men’s □ Women’s □ Kids □ Home Fashion □Accessories
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6).Are you happy with the overall product availability?
□ Yes □ No
7).Are you happy with the display of the products and service standards of the store?
□ Yes □ No, If NO_________________
8).Did you use the customers’ service desk’s facility?
□ Yes □ No
9).Are you satisfied with the Exchange Policy offered by Reliance Trends?
□ Yes □ No
10). What is your bill amount today?
□ 500-999 □ 1000-1999 □ 2000-2999 □ 3000 & above
11).Rate the CSA?
0 1 2 3 4 5
12). Would you like to visit us again?
□ Yes □ No, If NO ____________________
13). Will you recommend others to visit us?
□ Yes □ No, If no ____________________
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Data Analysis & Interpretation
Age Group:-
Below 20
21-30
31-50
51 & Above
4
15
21
10
INTERPRETATION - Within this sample of 50 customers, there are only 4 customers who are below 20 years of age ,15 out of 50 belongs to the age group of 21-30, 21 are from the age group of 31-50, 10 are from 51 & above .
Below 20 8%
21-30 30%
31-50 42%
51 & Above 20%
AGE GROUP
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Gender segregation
Male
Female
21
29
INTERPRETATION:- Within this 50 customers 21 were Male and 29 were female customers. It is been observed that college students and married working or home-maker women does shopping more frequently, where as gents shopper were only 21 out of 50.
Male 42%
Female 58%
GENDER SEGREGATION
43. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 43
First time with Reliance Trends:-
Yes
No
14
36
INTERPRETATION:- The survey which was conducted within 50 customers , out of that 14 were new customers and 36 were repeat customers. That means Reliance Trends has got a good service quality towards the customers.
Yes 28%
No 72%
FIRST TIME WITH RELIANCE?
44. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 44
Shopping Frequency with Reliance Trends:-
2 Times
3-5 Times
More Than 5 times
12
27
11
INTERPRETATION:- From the survey it is observed that the customers who are repeat customers, they were visiting Reliance Trends, Avani Mall, Howrah for 2times, 3-5 times and more than 5 times. 12, 27 and 11 out of 50 customers were visiting Reliance Trends Avani Mall for 2times, 3-5 times and more than 5 times respectively.
2 Times 24%
3-5 Times 54%
More than 5 Times 22%
SHOPPING FREQUENCY WITH RELIANCE TRENDS
45. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 45
Selecting Reliance Trends Avani:-
Offers
Services
Product Availability
Pocket Friendliness
13
16
14
7
INTERPRETATION:- It is clear that customers who are coming back and shopping from Reliance Trends, Avani Mall, Howrah, is just because of the service which is offered by the employees and of course the collections of the product . Customer satisfaction is high that is why the customer retention is also very high at Reliance Trends,
Offers 26%
Services 32%
Pocket Friendliness 14%
Product Availibility 28%
SELECTING RELIANCE TRENDS AVANI
46. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 46
Came to know about Reliance Trends, Avani:-
Electronic Media
Print Media
Word Of Mouth
Others
8
9
20
13
INTERPRETATION:- The customers who came to Reliance Trends they came to know about Reliance Trends by various sources. 18% of the customers got the information from Print Media, 16% from Electronic Media, 26% by other sources like SMS, Free Reminder on E-Mails etc and 20% got the information from referrals which is known as, ‘WORD OF MOUTH’.
Electronic Media 16%
Print Media 18%
Word of Mouth 40%
Others 26%
HOW RELIANCE TRENDS?
47. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 47
Department wise purchase:-
Men’s
Women’s
Kids
Home Fashion
Accessories
14
20
12
2
2
INTERPRETATION:- The customers among whom the survey was done, 20,14,12,2 and 2 out of 50 customers shopped from Women’s, Men’s, Kids, Home fashion and Accessories respectively.
Men's 28%
Women's 40%
Kids 24%
Home Fashion 4%
Accessories 4%
PRODUCT PURCHASED FROM
48. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 48
Satisfaction Regards to Product Availability
Yes
No
24
26
INTERPRETATION:- The customers who bought products from Reliance Trends, they portrait their satisfaction as follows. 52% of the customers are not happy with the products that are available in the store and 48% is happy with the availability.
Yes 48%
No 52%
SATISFACTION REGARDS TO PRODUCT AVAILABILITY
49. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 49
Service Standards and Display
Yes
No
29
21
INTERPRETATION:- The surveyed customers had given an opinion in service standards and display. 29 out of 50, that means 58% had told that they are happy with the service standards and displays of the store and 21 out of 50 (42%) are not happy or wants more displays of the products and the smooth service.
Yes 58%
No 42%
SERVICE STANDARDS AND DISPLAYS
50. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 50
Usage of Customer Service Desk
Yes
No
21
29
INTERPRETATION:- “When the help required for any issues, we approach customers service desk(C.S.D.)” Told by many customers. 58% said that didnot use the service while rest 42% used the service.
Yes 42%
No 58%
USAGE OF CUSTOMER SERVICE DESK
51. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 51
Satisfaction with regards to Exchange policy
Yes
No
20
30
INTERPRETATION:- Majority customers are not happy with the exchange policy because there are few components are involved into it which is mandatory to follow. 60% customers said that time period for exchanging should increase little bit more, While 40% customers are happy with it.
Yes 40%
No 60%
Satisfaction with regards to Exchange policy
52. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 52
Basket Size of the customers
500-999
1000-1999
2000-2999
3000 & Above
8
13
12
17
INTERPRETATION:- As the offer(Coolest summer i.e. shop for INR 2999 & GET GIFT COUPONS OF INR 1000) was going on, so that the customers were more into buying of INR 3000 & above. Hence 34% had shopped for INR 3000 & above, 24%,26% and 16% had shopped for INR 2000-2999,INR 1000-1999 and INR 500-999 respectively.
500-999 16%
1000-1999 26%
2000-2999 24%
3000 & Above 34%
BASKET SIZE
53. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 53
CSA rating
0
1
2
3
4
5
0
1
1
11
19
18
INTERPRETATION:- The service that are given by the CSAs(Customer Service Associate) is remarkable. That is why the retention of the customers in Reliance Trends, Avani Mall is Very high.
1 7%
2 13%
3 20%
4 27%
5 33%
CSA RATING
54. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 54
Will you come back?
Yes
No
38
12
INTERPRETATION: While making this survey the customers were really very much happy to say that, “We will be coming back”. They also mentioned that, their shopping frequency with Reliance Trends is very high. As it is clearly reflecting on the table(up) 76% out of 50 customers they will be more than happy to welcoming them back in the store.
Yes 76%
No 24%
Will you come back?
55. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 55
Will you recommend others about Reliance Trends?
Yes
No
32
18
INTERPRETATION:- Recommendation is something which can take a lot of time to built in the customer’s mind by giving excellent service, trust etc, but on other hand it can also take a very small span of time to built by providing something a customer expects to get it. As per the survey 32 out of 50 customers told that they will recommend others to shop with Reliance Trends. Whereas 36% of the customers told they are not going to recommend Reliance Trends as shopping destination.
Yes 64%
No 36%
Will you recommend others?
57. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 57
Job Assignment
By keeping in mind the pie chart below, the Store Manager of Reliance Trends, Avani Mall, Howrah, Ms. Punam Halwasia decided to put me in Home Fashion Section to look after the sales of that particular section, because the total 50 customers were surveyed and 2 customers out of it had bought products from Home Section.
Department wise purchase:-
Men’s
Women’s
Kids
Home Fashion
Accessories
14
20
12
2
2
Men's 28%
Women's 40%
Kids 24%
Home Fashion 4%
Accessories 4%
PRODUCT PURCHASED FROM
58. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 58
Sectional Questionnaire
1) How many times did you visit Home Fashion section in Reliance Trends, Avani Mall, Howrah?
□ 1 time □ 2 times □3-5 times □more than 5 times
2) Do you like the versatility of products?
□ Yes □ No if No_____________________
3) Are you satisfied with the quality of the products?
□ Yes □ No if No_____________________
4) Do you think the products are pocket friendly?
□ Yes □ No if No_____________________
5) Would you like to have more offers on Home Products?
□ Yes □ No
59. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 59
Visiting frequency of Home Fashion Section:-
1 TIME
2 TIMES
3-5 TIMES
MORE THAN 5 TIMES
3
7
6
9
INTERPRETATION: - While making the survey, it has been observed that, 3 out of 25 customers were visiting the home fashion section for the first time, 7,6 and 9 customers were visiting the section for 2nd ,3-5 times and more than 5 times respectively.
1 TIME 12%
2 TIMES 28%
3-5 TIMES 24%
MORE THAN 5 TIMES 36%
VISTING FREQUENCY OF HOME FASHION SECTION
60. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 60
Product versatility of Home Fashion section:-
Yes
No
10
15
INTERPRETATION: - Out of 25 customers 10 were happy with the product versatility of Home Fashion Section and at the same point of time 15 were unhappy with the versatility issue.
YES 40%
NO 60%
PRODUCT VERSATILITY OF HOME FASHION
61. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 61
Satisfaction regarding the quality of home products:-
Yes
No
12
13
INTERPRETATION: - 52% customers were expecting more good quality products in Home Fashion Section of Reliance Trends. Whereas 48% customers were happy in the quality satisfaction issue.
YES 48%
NO 52%
SATISFACTION REGARDING QUALITY
62. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 62
Pocket-friendliness of the products:-
Yes
No
14
11
INTERPRETATION: - According to the customers, the products(Bed sheets, Diwan set etc )that are available in Home Fashion Section of Reliance Trends, those are comparably cheaper than other retail stores present at the same premises. 56% of the customers clearly mentioned that the products above mentioned (Except towels) are cheap and 44% said that, products are costly.
YES 56%
NO 44%
POCKET FRIENDLINESS OF HOME PRODUCTS
63. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 63
Need more offers;-
Yes
No
15
10
INTERPRETATION: -When the survey was done, ‘The Coolest Summer Offer’ was going on. The customers had given their feedback for keeping the fact in their mind about the discount that are offered for rest of the year. 15 out of 25 customers told that they need various discounted offers through-out the year and 10% told they are happy with the present scenario.
YES 60%
NO 40%
MORE OFFERS NEEDED?
64. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 64
In the month of April’14, sale-report has been shown beside. The department could not achieve the monthly target because of various reasons portrait through the above questionnaire although there was a huge chance to achieve the target just for one simple reason, ‘Poila Baisakh’(Bengali New Year).
Possible reasons are-
Low footfall at the Home Fashion Section
Less conversion
Less discount offered (compare to other retail stores)
Range of product availability was less
Less display
Less announcement from Customer Service Desk
Attentiveness of the Customer Service Associates
Fight with Internal Brand and External Brand to sell the product
When the work was assigned to me, I did a competitor analysis with Big Bazaar and other local players those are present at both inner and outer premises. It was observed that Big Bazaar is the brand where the product availability is vast compare to Reliance Trends, and most surprisingly in a cheaper price than Reliance Trends. The customers are more intend to buy branded products which is suitable for his/her pocket. So major problem I observed that, if a customer is going to Big Bazaar to buy a towel or a bed sheet, he/she is getting the brand ‘BOMBAY DYING’, whereas in Reliance Trends the
65. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 65
customer will be getting Reliance’s home product ‘WILLOW’, which is not at all a familiar brand like BOMBAY DYING’.
Apart from this issue, rest of the possible causes were on Store Manager’s hand because price and offers, promotions are not in under control of her. So, I spoken to Ms. Punam Halwasia(Store Manager), Mr. Manas Banerjee & with Mr. Subrata Sardar regarding the stuff issues. They helped me a lot to overcome the problems.
Starting of May’14, I along with my managers started working on those problems and we came up with various solutions. 15th May’14 onwards ‘The Coolest Summer Offer’ had started, so the discount problem was omitted but then also the fighting of Internal and External brands remained the same. The SM and both the DMs taught me how to handle this problem, and we got success by that method.
The remedies for those problems are:
Footfall Issue:- Conducting various events in the store
Conversion problem:- All the CSAs were told to attend all the customers, and make them buy at least one thing from the store.
Display Threat:- At Home Section we made up lots of towel folding(Elephant, Duck etc). Bed Sheet displays etc to attract more customers.
Announcement Problem:- The CSD person were advised to do more announcement regarding Home Section’s offer.
66. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 66
Cross Selling:- The CSAs were strictly told to cross sell home sections products.
Closing:- At Home fashion section once the customer enters we tried to make him/her buy something or the other.
After trying all those remedies at last Home Fashion Section achieved the target of 2, 23,152 INR in May and 2, 60,634 INR in June.
68. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 68
Suggestions:-
As we know, making new customer is a big challenge, rather giving ultimate service to the existing customers. It is possible to hold them back to shop only from Reliance Trends and by that Reliance Trends can earn a good number of recommendations (Word Of Mouth) by the customers.
From the frequency of shopping it has been observed that most of the customers were repeat customers. Majority of them were visiting the store for more than 3-5 times. Whereas the customers who came for second time, that also can be converted into more either by giving good quality of service or by building a good relationship with them.
While interacting with the customers it was identified that the customers’ service desk of Reliance Trends, Avani Mall has got only one Computer System. According to the store-size the customers service desk could have been broken into two parts; one could in Ground Floor and the other one could be on the First Floor. By that way the customers’ can get more personalized service what they are looking for.
As the promotion level of Reliance Trends is very low with compare to other retail stores, which has been shown on the data analysis. Majority of the customers came to know about Reliance Trends either by Word Of Mouth or by other sources. Electronic media and print media had played their role hardly. The management can think about the promotional strategies in such a way, where all the mode of communication can be used and could reach the most of the targeted customers.
It has been observed that, the customers are not happy with the product availability. The issues can be preferred Size, Price, Offers etc. and mostly the customers sometimes touches, feels the product but the colour
69. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 69
composition or the preferred design of the product does not match with his/her mind set.
According to the customers, the some visual merchandising is extra ordinary and on the other hand some are not at all liked by them. A very few customers also told that some of the displays should be kept on the windows as well as inside near to the respective section (Home Section).
The main problem of concern which has been observed for the exchange policy is that “Time Limit” (30 days). 30 out of 50 customers specifically mentioned that the duration for exchange policy should increase little bit more (45 days).
As per the CSA rating is concerned, the CSAs (Customer Service Associates) should get more training on customer handling. The customers who had marked ‘3’, they clearly mentioned that, they felt the personal touch was missing from the interaction with CSA’s. It is a valid point to take it upon by the management is to give more systematic training to those CSAs for betterment of the service of the store and as well as for their future prospects.
It is very well to get a kind of feedback where more than 60% of customers told that they will come back to shop and they will recommend others about Reliance Trends, Avani Mall, Howrah.
70. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 70
EVENT ORGANISED TO INCREASE FOOTFALL AND SAME POINT OF TIME CONVERT THEM INTO SELL:
FATHER’S DAY CELEBRATION
73. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 73
Conclusion
Reliance Trends is a part of Reliance Retail, it came into existence in 2007. The two months spent in the store was a good experience, all the employees were cooperative, got the opportunity to know retail in detail.
The project helped me in the following areas:
Dealing with different types of customers.
Improvement in observation skills.
Learning merchandising.
Learning consumer behaviour.
Making corrective decisions.
75. Soumyajit mukherjee
PGPBM & MBA 2013-2015, BIBS Page 75
Bibliography
I. http://www.sales-training-sales-tips.com/retail-sales-tips.html
II. http://www.ril.com/html/aboutus/subsidiaries_associates_RRL.html
III. http://info.shine.com/company/Reliance-Retail/207.aspx
IV. http://en.wikipedia.org/wiki/Reliance_Retail
V. http://www.slideshare.net/uplakshgupta/business-marketing-reliance- trends?qid=c6d3fc63-d9d6-4457-8585- 04f3f038a63e&v=qf1&b=&from_search=1
VI. http://www.slideshare.net/hardikjain29/catchment-analysis-for-reliance- trends?qid=c6d3fc63-d9d6-4457-8585- 04f3f038a63e&v=qf1&b=&from_search=2
VII. http://www.slideshare.net/praveensantosh1/reliance-trends-project- final?qid=c6d3fc63-d9d6-4457-8585- 04f3f038a63e&v=qf1&b=&from_search=3