Professional Documents
Culture Documents
BMC Ved Project
BMC Ved Project
BMC Ved Project
Submitted By:
Of
Symbiosis Law School, NOIDA
47/48, Phase 2, Industrial Area, Sector 62, NOIDA, Uttar Pradesh 201309.
The project entitled “Internal and External Communication in Store 99 Retail Outlet” submitted
to the Symbiosis Law School, NOIDA for Business and Managerial Communication as part of
internal assessment is based on my original work carried out under the guidance of Ms.Sweta
Saurabh from July 3, 2019 to August 9, 2019. The research work has not been submitted
elsewhere for award of any degree.
The material borrowed from other sources and incorporated in the research report has been duly
acknowledged.
I understand that I myself could be held responsible and accountable for plagiarism, if any,
detected later on.
Date:
Here in this project I focused on the internal and external communication in the retail store such
as store 99. Internal communications is a powerful tool for effecting workplace. Internal
communication is important in every business but especially so in retail. Communication is the
basis of the relationship the customer has with the retail store. I have interacted with the
customer care, sales person and the store personnel of Store 99. Store 99is a retail chain of
hypermarkets, discount department stores and grocery stores.
I did my project on the internal and external communication between the customer care
personnel to the sales department and the marketing department.
It is a great opportunity for me to collect information from the costumer care regarding the
communication that takes place between them and the costumer. There are lots of things which I
would like to learn about communication such as the communication barriers etc. We get to
learn more from our actual experience compare to books and the other sources, so for my project
work, I actually visited the Store 99and interacted with the costumer care to know about their
interaction with the various costumer and their challenges while communicating with the
costumers. Every day the costumer care, store personnel and the sales person have to deal with
various customers and has to communicate with them, so I thought it is better to interact with
them and collect information regarding the communication that takes place between them and
their customer.
Literature Review
1. Goman, C. K. (2011- Impact of culture for an effective communication in a
organisation. Forbes Journal.
Culture is basically, a set of shared values that a group of people hold. Such values affect our
way of thinking as well as the way we act. It is through our culture that we judge the people
around us. As we all know that every culture has rules that its members take for granted. We also
become bias because of the cultural upbringing from which we have been raised. All of our
culture’s knowledge, rules, beliefs, values, phobias and anxieties have not been taught to us
explicitly but has been absorbed subconsciously.
So, as all of us are not a part of the same culture, we are not expected to respond in the same
way. So, culture is a business issue, not merely an HR issue. Culture also refers to the company’s
culture which helps
determine our ability to successfully complete the projects. The culture of our business is aligned
with the objectives and helps the employees in reaching those objectives.
The question which arises here is that why good nonverbal communication skills have great
importance in a business organisation. First of all, the body language of a person explains a lot
about the person and his/her traits, like for example, when we tell the details of a projects to an
employee, we can see if the person is interested, bored or defensive with the information
received by him.
Nonverbal communication can make all the difference in the world because it allows for better
interpersonal communication which is an essential skill to learn in life. The best body gestures
There are many things to do as well as many things not to do when it comes to using body
language to our advantage. First impressions are very crucial when it comes to being successful
in life, whether it is personal or business. Once someone forms an opinion of you, they rarely
change their minds, so make the first-time count. In one very popular and famous study
regarding body language, Dr. Albert Mihranian found evidence that when it comes to
determining our perception of someone's likeability, body language accounts for 93 percent of
communication, while words account for the remaining 7 percent. The different types of body
language that he studied included the following: appearance, posture, touch, facial expression,
gesture, tone of voice, and eye contact. The bottom line is to not underestimate the power of
body language, and what it can do for your overall reputation, as well as how people perceive
you.
Communication is both ordinary life and management, such a complex concept involving all
senses, experience and feelings. It is the action of people talking, listening, seeing, feelings and
We get to know that the effective internal communication between the employees and the
employee and the customer for the proper management of the organization. The exchange of
communication is mandatory for the run the organization.
To study about the communication between the customer care and customer in Store 99.
To understand the challenges faced by the customer care.
To know about the various barrier of communication which hinders the customer care to
effectively communicate with the customer,
To know about the importance of the customer care to communicate with the customer
To know about the insights of store 99 that how they deal with their channel partner.
Research methodology
For the completion of my research paper I used various methods I visited the store 99 outlet in
Shipra mall and interviewed the store manager there, along with that I had some discussion with
their customer care executive by portraying myself as a customer and notice their behavior and
response for some common query which a ordinary customer ask , along with that I also surfed
the website of store 99 and saw their online portal for ordering groceries , basically for the
completion of my project I have used primary as well as secondary data The data collected from
I used both primary and secondary data. Primary data means the raw data which we get from our
survey or interview. The data collected from the first time through our observation and interview
method. The data is collected by observing the communication that takes between the customer
care and the customer and also by interviewing the customer care and the salesperson of the
department. It is obtained by the help of the staff member of the Big Bazaar.
The company used a various type of communication to interact with their customer which are:-
face to face communication ,E-mail communication and Telephonic communication.
By communicating with our customer it helps us to Get to know about the various interest of the
customer and it also enhance our business and Gives a platform to work on their weakness.
Q3. What is your reaction when you get the negative feedback from your customer.
We react immediately to it and try solve the issue then and there if we are unable to solve the
issue then we forward our customer issue with the senior manager and ask for his guidance.
Q4. What are the challenges you face while communicating with customer.
Mainly because of the paucity of time customer generally becomes impatient , and also
sometimes language do play a vital role because of which we are unable to reach our customer.
For communicating within department we use both formal as well as informal way of
communication and it depends upon the subject matter.
Communication plays a vital role for the business to progress , solve the issues and make the
objective of the company crystal and clear to both employees as well as customers.
We preferably use face to face interaction accompanied with e-mail while interacting with our
partners, However sometimes because of the paucity of time we use intermediaries also.
Q8. How they use to satisfy their customer incase of defective goods
We generally give them discount or sometimes make their entire shopping free or incase of
high value product we simply apologize with a promise to never return this mistake.
I got to know from the employees of the Store 99that the often face challenges while
communicating with their customer who speaks different language. They find it very difficult to
interact with that particular customer but they said they try their best to explain and listen to their
quires regarding the products .Sometimes the customer has prior knowledge about the products
which they purchase, it is really difficult to explain about the products.When they have lot of
customers at the same time, it is very difficult to communicate with them.
What I have got to know so far from my project is that the Store 99retail market refers to the
scheme conducted by the retailer to inform the customer about their product, services and about
their retail store.
I have mostly interacted with the store manager, customer care executive and the salesperson.
What I have learnt is that the primary function of the retail business is to give information
regarding the product and service offered by them. They also persuade the people to come and
visit the store and purchase the product. It also frequently reminds the customer about its
products and services so the customer’s loyalty increases.
They also listen to the customer. The customer provides their feedback every day. And
accordingly they react onto it.