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PROJECT REPORT
ON
RETAIL & SALES MANAGEMENT
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Shops may be on residential streets, shopping streets with few or no houses or in a shopping
mall. Shopping streets may be for pedestrians only. Sometimes a shopping street has a partial or
full roof to protect customers from precipitation. Online retailing, a type of electronic
commerce used for business-to-consumer (B2C) transactions and mail order, are forms of non-
shop retailing.
Shopping generally refers to the act of buying products. Sometimes this is done to obtain
necessities such as food and clothing; sometimes it is done as a recreational activity.
Recreational shopping often involves window shopping (just looking, not buying) and browsing
and does not always result in a purchase.
In some parts of the world, the retail business is still dominated by small family-run stores, but
this market is increasingly being taken over by large retail chains.
Food products
Soft goods - clothing, apparel, and other fabrics.
Hard goods ("hardline retailers") - appliances, electronics, furniture, sporting goods, etc.
General store - a store which sells most goods needed, typically in a rural area.
Convenience store - a small store often with extended hours, stocking everyday or roadside
items.
Big-box stores encompass larger department, discount, general merchandise, and warehouse
stores.
Automated Retail stores are self service, robotic kiosks located in airports, malls and grocery
stores. The stores accept credit cards and are usually open 24/7. Examples
includeZoomShops and Redbox.
COMPANY PROFILE
Big Bazar , is the chain of retail stores of the big banner Pantaloon Retail (India) Ltd., which in
turn is a segment of Kishore Biyani, regulated Future Group of Companies. Moreover the
customer friendly ambiance and the organized retailing of products also makes Big Bazar one of
the successful retail companies in India. The chain was inspired by Saravana Stores, a hugely
popular shop in Chennai which made huge profits by selling everything under the sun at prices
much less than other shops.
Big Bazar Overview: Big Bazar, a part of the Pantaloon Group, is a hypermarket offering a
huge array of goods of good quality for all at affordable prices. Big Bazar with over 50 outlets in
different parts of India, is present in both the metro cities as well as in the small towns. Big
Bazar has no doubt made a big name in the retail industry of india, moreover shopping here is
further made a memorable experience with the varied rates of discounts on products as well as
discount vouchers available in a variety of amounts, like INR 2000, INR 3000, INR 4000, INR
5000 and INR 10000 on all Big Bazar products and accessories.
The variety of product range in Big Bazar: This large format store comprise of almost everything
required by people from different income groups. It varies from clothing and accessories for all
genders like men, women and children, playthings, stationary and toys, footwear, plastics, home
utility products,cosmetics, crockery,home textiles, luggage gift items, other novelties, and also
food products and grocery. The added advantage for the customers shopping in Big Bazar is that
there are all time discounts and promotional offers going on in the Big Bazar on its salable
products.
The significant features of Big Bazar: Shopping in the Big Bazar is a great experience as one can
find almost everything under the same roof. It has different features which caters all the needs of
the shoppers. Some of the significant features of Big Bazar are: The Food Bazar or the grocery
store with the department selling fruits and vegetables There is a zone specially meant for the
amusement of the kids. Furniture Bazar or a large section dealing with furnitures. Electronics
Bazar or the section concerned with electronic goods and cellular phones. [FutureBazaar.com] or
the online shopping portal which makes shopping easier as one can shop many products of Big
Bazar at the same price from home Well regulated customer care telecalling services
The following are few of the sections at Big Bazar: 1. Books 2. Cameras 3. Computers &
Peripherals 4. Electronics 5. Gift Vouchers 6. Health and Fitness 7. Home & Kitchen 8. Jewelery
9. Memory & Storage 10. Mobiles & Phones 11. Movies & Videos 12. Watches 13. Women’s
wear 14. Men’s wear 15. Children’s wear 16. Others.
The organized retail industry in India had not evolved till the early 1990s. Until then, the
industry was dominated by the un-organized sector. It was a sellers market, with a limited
number of brands, and little choice available to customers. Lack of trained manpower, tax laws
and government regulations all discouraged the growth of organized retailing in India during that
period. Lack of consumer awareness and restrictions over entry of foreign players into the sector
also contributed to the delay in the growth of organized retailing. Foundation for organized retail
in India was laid by Kishore Biyani of Pantaloon Retails India Limited (PRIL). Following
Pantaloon's successful venture a host of Indian business giants such as Reliance, Bharti, Birla
and others are now entering into retail sector.
A number of factors are driving India's retail market. These include: increase in the young
working population, hefty pay-packets, nuclear families in urban areas, increasing working-
women population, increase in disposable income and customer aspiration, increase in
expenditure for luxury items, and low share of organized retailing. India's retail boom is
manifested in sprawling shopping centers, multiplex- malls and huge complexes that offer
shopping, entertainment and food all under one roof.
But there is a flip side to the boom in the retail sector. It is feared that the entry of global
business giants into organized retail would make redundant the neighbourhood kiryana stores
resulting in dislocation in traditional economic structure. Also, the growth path for organized
retail in India is not hurdle free. The taxation system still favours small retail business. With the
intrinsic complexities of retailing such as rapid price changes, constant threat of product
obsolescence and low margins there is always a threat that the venture may turn out to be a loss
making one.
A perfect business model for retail is still in evolutionary stage. Procurement is very vital cog in
the retail wheel. The retailer has to fight issues like fragmented sourcing, unpredictable
availability, unsorted food provisions and daily fluctuating prices as against consumer
expectations of round-the-year steady prices, sorted and cleaned food and fresh stock at all
times.
Trained human resource for retail is another big challenge. The talent base is limited and with
the entry of big giants there is a cat fight among them to retain this talent. This has resulted in
big salary hikes at the level of upper and middle management and thereby eroding the profit
margin of the business. All the companies have laid out ambitious expansion plans for
themselves and they may be hampered due lack of requisite skill manpower.
But retail offers tremendous for the growth of Indian economy. If all the above challenges are
tackled prudently there is a great potential that retail may offer employment opportunities to
millions living in small town and cities and in the process distributing the benefits of economic
boom and resulting in equitable growth.
Basis Percentage
Strongly disagree 3
Somewhat disagree 6
Neutral 3
Somewhat agree 24
Strongly agree 63
Interpretation: As per the concern about the above chart that more than 4/5 th part of the
respondent are strongly agree or somewhat agree that this store has modern looking equipment
and fixtures and approximately half of the one part are neutral or disagree about the fact that this
store has modern-looking equipment and fixtures.
2. Materials associated with this store’s service ( such as shopping bags, catalogs, or
statements ) are visually appealing.
Basis Percentage
Strongly disagree 0
Somewhat disagree 3
Neutral 33
Somewhat agree 39
Strongly agree 25
Interpretation: This pie chart shows that more than 3/5 th part of the respondent are strongly
agree or somewhat agree that material associated with this store’s service (such as shopping
bags, catalogs or statements) are visually appealing. And 2/5 th part of the respondents has
neutral or negative thought.
3. The store layout at this store makes it easy for customers to find what they need.
Basis Percentage
Strongly disagree 3
Somewhat disagree 6
Neutral 9
Somewhat agree 50
Strongly agree 32
Interpretation: This graph shows that maximum number of customers (more than 4/5 th ) are
satisfied with the store layout and they find out according to their need but there are very few
customers who are not satisfied with the store layout at this store.
4. The store layout at this store makes it easy for customers to move around the store.
Basis Percentage
Strongly disagree 3
Somewhat disagree 9
Neutral 3
Somewhat agree 63
Strongly agree 22
Interpretation: According to above pie chart this is clear that maximum number of customers
who find proper space in this store to move around but not so much. But some of them find that
the particular outlet has enough space to move around and they can find every product easily.
Basis Percentage
Strongly disagree 12
Somewhat disagree 27
Neutral 9
Somewhat agree 21
Strongly agree 31
Interpretation: This graph shows that more than there are maximum number of customers who
are satisfied with the fact that this store provides plenty of convenient parking for customers and
approximately half of the respondents has neutral and negative thinking about it.
Basis Percentage
Strongly disagree 6
Somewhat disagree 6
Neutral 24
Somewhat agree 54
Strongly agree 10
Interpretation: This graph shows that there are more than 60 % respondents who are agree that
employees in this store have knowledge to give answer to the customers questions. And about
1/3 rd of the respondents are disagree or has neutral thought.
Basis Percentage
Strongly disagree 0
Somewhat disagree 15
Neutral 10
Somewhat agree 45
Strongly agree 30
Interpretation: The graph shows that there are maximum numbers of customers who are happy
with the behavior of the employees of the store but not so much as sometimes the response of the
employees doesn’t come according to their expectation. There are some customers who are
happy with the behavior of employees in the store.
Basis Percentage
Strongly disagree 3
Somewhat disagree 9
Neutral 6
Somewhat agree 48
Strongly agree 34
Interpretation: This graph shows that most of the customers are satisfied with the services
which are provided by the employees of this store immediately what they want but sometimes
they don’t get the service on time due to the lack of availability of the products or some other
reasons. But many of the customers always gets the service on time according to their need.
9. This store gives customers individual attention.
Basis Percentage
Strongly disagree 12
Somewhat disagree 24
Neutral 18
Somewhat agree 36
Strongly agree 10
Interpretation: This graph shows that the employees of the store give attention to the customers
individually and most of the customers are satisfied with the behavior and attention of the
employees of the store to, but sometimes it becomes impossible for employees to give attention
to every individual and some of the customers are not satisfied with the service delivered by the
employees. Thus one should give the customer the required attention.
Basis Percentage
Strongly disagree 0
Somewhat disagree 9
Neutral 6
Somewhat agree 30
Strongly agree 55
Interpretation: The above pie chart shows that maximum number of customers are satisfied
with the merchandising of the particular store as they find every product of every brand offering
a high end quality merchandise. The effect of this merchandise had created a important impact
on the store efficiency.
Basis Percentage
Strongly disagree 3
Somewhat disagree 0
Neutral 24
Somewhat agree 10
Strongly agree 63
Interpretation: This above graph shows that maximum number of customers use their credit
cards in this store for transaction to get the services. But there are some customers who don’t use
credit cards, as they get the service in the store by cash so they have no knowledge or interest.
QUESTIONNAIRE
Respected Sir/Madam,
We are the student of Amity global business school, Noida doing a survey on customer services provided by big
bazaar, urban space, Nasik.
This questionnaire is a part of survey being conducted to understand the services provided by Big Bazaar to their
customers.
Name : Age :
and fixtures.
for customers.
customers question.
Confidence in customers.
customers.
CONCLUSION
1. There are many customers who are satisfied with the modern-looking equipments and fixtures
but there are 1/4 th customers who are not much satisfied. There are many customers who agree
with the materials provided by outlet.
2. There are 2/4 th customers who don’t find everything in the particular outlet always but more
than 1/4 th customers always find everything in the store.
3. There are many customers who find the proper space in the outlet to move and most of the
customers are satisfied with the parking facility.
4. There are many customers who are satisfied with the answers of the employees regarding their
problems and there are not much satisfied with the behavior of employees.
5. There are maximum customers who are highly satisfied with their transaction in the store but
sometimes they find some faults. There are customers who agree that employees in the store give
prompt services but there are many customers who are not happy with the services provided by
the store.
6. There are many customers who find the individual attention of the employees but sometimes
they are not satisfied with the services and the behavior of the employees in the store.
7. There are maximum customers who are satisfied with the merchandising of the store and they
find every product of brand in each category and shelf according to their choices.