Measure to increase basic operation parameters of department and lead generation for Gift voucher

Name: SANTOSH KUMAR PARIDA

Regd. No.:1306258119

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@

Sirf Dikhne me Mehenga

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Company Profile

Company Reliance Retail

Subsidiary Company Reliance Trends

Founded 2007

Headquarters Mumbai

Chairman and

Managing DirectorShri Mukesh Ambani

sales revenue Approx.Rs.16 billion in financial year 2012-13

Stores at OrissaBhubaneswar-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 RetailOther 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

goodsRecording sales

Store Administration and management of premises

Tasks performed at 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 RatioNumber of Transactions

= ------------------------------- * 100Footfall

This reflects retailer’s ability to turn potential customers into buyers.

• Transactions per hourNo. 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 thecompany 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 ofReliance Trends to several organisations.

Actual Performance:-

• Solved most of the queries of customers regarding theirproblems.

• 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 tasksis quite difficult and it requires good communication skill andproblem solving ability.

• One should have a better convincing power to handle acustomer.

• I had a preconception that selling garments and handling thequeries of the customers is quite easy task, but I realise thathow 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 crosssale and off sale.

• Alteration time can be reduced by hiring additional tailors orby doing the work quickly So that customers waiting time forthe alteration can be reduced.

• The percentage of discount in purchasing a bulk amount of GVshould be little more that’s why the organization showinterest in it.

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Implication:-

• Employees are said to be with customer as theirshopping guide for provide them better service and alsomake cross-sale and off-sale.

• An additional tailor is hired for providing better andquick alteration service.

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Thank YOU