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.

1. Measure to increase basic operation parameters of department
and lead generation for Giftvoucher
Name: SANTOSH KUMAR PARIDA
Regd. No.:1306258119
11-Jan-15 1
@
Sirf Dikhne me Mehenga

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Company Profile
Company Reliance Retail
Subsidiary Company Reliance Trends
Founded 2007
Headquarters Mumbai
Chairman and
Managing Director
Shri Mukesh Ambani
sales revenue Approx.Rs.16 billion in financial year 2012-13
Stores at Orissa
Bhubaneswar-Saheed nagar , Patia, Cuttack,
Berhermpur, Sambalpur.
• Reliance Trends delivers unmatched affordability, quality
chain of products and services to the customer.
• Reliance Trend continues to fine tune its offering and
listening to its customers and learning from them.

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Competitors
Customers
 Reliance Trends Follow it’s punch line “Sirf Dekhne me
Mehenga” that’s why it has a great customer base in today’s
competitive market.
 It keeps it’s product for every segment of customer, the
range of product and price range is too good and affordable
to each and every class of customer.
 Reliance Trends is offering a homogenous mix of private label
of brands across men’s, women’s and children’s category to
fulfil every customer’s requirements.
 1.Future Group
 2.Aditya Birla Group
 3.Shopper Stop
 4.Wall Mart(coming Soon)
 5. MAX Retail
Other Retail company like Kalamandi, Amber,,
Vishal, The World, etc.

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Objectives
• To study the departmental parameters, if they are qualitative or
not.
• To study the problem faced by customer at Reliance Trends,
Bhubaneswar.
• To study the role of promotional offer/scheme in customer
satisfaction.
• To study the service quality offered by Reliance Trends,
Bhubaneswar.

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Providing customer
shopping Experience
Receiving &
displaying
goods
Recording sales
Store Administration and management of premises
Tasks performedat the store level

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Significant Areas Of Retail Operations
1. Customer Service and Accommodation.
2. Retail selling Process.
3. Store Staffing & Scheduling.
4. Retail Floor & Shelf Management.
5. Warehousing & Supply Chain Management.
6. Loss ( Shrinkage ) Prevention.
7. POS/ Cashiering Process.
8. Visual Merchandising and Displays.

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Areas of Retail Operation covered
• Check out Management
• Stores Administration & Facilities
Management
• Loss ( Shrinkage ) Prevention.
• Visual Merchandising and Displays.

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Stores Operating Parameters
To Evaluate Day to day operations of Stores ,
Dip stick parameters are used to measure retail performance.
They enable retailers to find out health of specific area of operation.
Parameters
• Customer Transactions
• Stocks
• Space
• ATS
• Conversion
• Employees

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Stores Operating Parameters - Customer Transactions
• Customer Conversion Ratio
Number of Transactions
= ------------------------------- * 100
Footfall
This reflects retailer’s ability to turn potential customers
into buyers.
• Transactions per hour
No. of transactions
= -----------------------------------
No. of hours
This helps retailers to keep track of the no. of transactions
they are carrying out per hour , day ,week or season

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• Hourly customer footfall
No. of Footfall
= ------------------------------
No. of hours
This is used to track total customer traffic per hour, day,
week or season.
• Average Ticket Size
Total sale
= -------------------
Total no. of Bills
Stores Operating Parameters - Customer Transactions

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Stores Administration & Facilities Management
It includes
• Cleanliness of stores
• Maintenance of Store displays
• Time Keeping of staff
• Required Permission & Licenses
• Health & Safety Norms
• Store Security
• Insurance

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License Subject Issuing
Authority
For Retail
format
Registration
Certificate
Under Shops &
Establishments
Act
BMC Ward
Office
Supermarket/
Department
Store
Stores Administration & Facilities Management - Licenses

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• Planning the VM theme and creating displays
• Arranging props for displays
• Arranging display fixtures and lighting
• Setting up store before opening
• Working with floor plan and stores requirement
• Training personnel on sales floor to create display
• Organizing merchandising units such as racks and shelves
Visual
Merchandising &
Displays- Role
Visual Merchandising& Displays
• Art of suggestive selling by display & presentation.
• Known as Silent Seller.

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Displays
• In store displays
 Free Standing/Island displays – Inside the store at the entrance
to announce new arrivals /special offers –E.g. Reliance Trends –
Mannequin kept at entrance.
 Counter displays – For jewellery ,watches and hand kerchief
etc.
 Brand Corners- For display of exclusive brands or devoted
space in shelves or gondolas . Ex. Killer, Turtle, PE at reliance
trends.
 End Cap Displays – At terminal side of gondolas – both at entry
and exit .
 Cascade & Waterfall display – Ex. for Blazers, Jackets ,etc.

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• No digital promotion or advertising.
• Repeated Collections.
• Acute lack of awareness about the
store.
• Lack of external brands is also a major
constraint in the store.
• There is a cut throat competition from
its competitors like “lifestyle,
Pantaloons, Shoppers Stop”
respectively.
• More stores of Reliance Trends have to
be opened across various places in
Odisha.
• Negligible awareness about the
presence of store in other areas.
• Low prices of the merchandise attract
customers.
• Good staff service
• Store ambiances is very good.
• Follow a sales formula AGES
(APPROACH, GREETING, EYE
CONTACT, SMILE) properly.
• Retail industry is going to booming in
India in next couple of years.
• The Store offers in-house labels and
thus has freshness associated with it.
• Brand name of reliance has a lot of
prestige attached with it.
SWOT
Strength Weakness
Opportunities Threats

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Methodology& Interpretation
Methodology:-
• Primary data is collected from the respondents through questionnaire.
• Secondary data is collected by visiting and surfing websites of the
company and other sources.
Analysis:-
The data is analysed by using Statistical tools like SPSS,MS word,
excel etc.

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Interpretation

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Contd...

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Contd...

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SIP Target vs Actual performance
SIP Target:-
• Handle the queries of customers.
• To Observe the departmental function in premises.
• Help the customer to access their desire product.
• Tagging, ironing and hand folding of garments when needed.
• Act as a sales executive to promote the Gift voucher of
Reliance Trends to several organisations.
Actual Performance:-
• Solved most of the queries of customers regarding their
problems.
• Tagging, ironing and folding of garments when needed.
• Make 3 warm call for Gift voucher

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Key Takeaways
• I found out that to manage and handle all the duties and tasks
is quite difficult and it requires good communication skill and
problem solving ability.
• One should have a better convincing power to handle a
customer.
• I had a preconception that selling garments and handling the
queries of the customers is quite easy task, but I realise that
how much it complicated when I did those things.
• Overall it is a good experience.

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Suggestions & implication
Suggestion:-
• Executives should be always with a customer for making cross
sale and off sale.
• Alteration time can be reduced by hiring additional tailors or
by doing the work quickly So that customers waiting time for
the alteration can be reduced.
• The percentage of discount in purchasing a bulk amount of GV
should be little more that’s why the organization show
interest in it.

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Implication:-
• Employees are said to be with customer as their
shopping guide for provide them better service and also
make cross-sale and off-sale.
• An additional tailor is hired for providing better and
quick alteration service.

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Thank YOU