It's a project on Zivame

1. Very good location. Can’t be missed.
Wide façade. Clear cut window story with the offer communication.
Big store and can cater multiple customers at one go.
Employee sounded (1 Store Manager plus 1 Female CCA) sounded
confident about the product and services.
Reshma was very pro-active in providing service to the consumers and
leading the store from the front.

2. Staff grooming could have been better. Both staff were not in uniform. Female CCA appearance was very dull.
Hygiene of the store was not all encouraging. Basic VM & hygiene set up was missing. Jiffy, product placement,
color block, trial room cleaning & billing counter arrangement and stock room was in a bad shape.
AC was switched off. No music was playing.
Story inside the store was missing. Highlight wall or new arrivals wall can be created.
Discount segregation could have been done. This would help in improving the UPT as the customer could
access all the discounted range in one place.
Staff was not aware of which product is in discount and how much.
Digital engagement will make the customer spend more time in the store hence suggested. I was in the store
for an hour and I see customers just spending 5-7 minutes in the store. Category callouts can be lit.
Customer feedback/ customer details/ sales loss tracker is not maintained. It shall give the insights about the
customer requirements which can be fulfilled through our product universe.
No water or chocolate for the customer.
No seating available for the customers. Can be done as the store is big.
After sales policy is not loud.

3. Launch of the loyalty program.
Discount callouts inside the store. Bundle offer to capitalize on the opportunity to
sell more.
KPI improvement. UPT & ABV are poor.
Customer engagement can be improved by frequent trainings over customer
service and tracking it’s effectiveness fortnightly
Trail target based incentive to the staff. I saw staff not requesting the customer to
take the trail. Taking trail and spending time in the store would improve the overall
conversion.
Cross category offer and cross selling training to the staff is an opportunity to
improve the sales further.
FOC branding options can be explored near escalators/ parking. A few brands have
availed those options already.

4. • Non customer data taken for non buyer. Staff engagement with
customers can be improvement.
• One staff didn’t come to the store on the weekend. Roaster planning
could have avoided this gap since this is an important store.
• Staffs are not making incentive and this could be the one reason for
their demotivation and sales drop.
• Product base correction can be done for the fast sellers to ensure
stock availability.