Measure to increase basic operation parameters of department

and lead generation for Gift voucher

Sirf Dikhne me Mehenga

Name: SANTOSH KUMAR PARIDA

Regd. No.:1306258119

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 Company Profile
Company Reliance Retail

Subsidiary Company Reliance Trends

Founded 2007
Headquarters Mumbai
Chairman and
Shri Mukesh Ambani
Managing Director

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

Bhubaneswar-Saheed nagar , Patia, Cuttack,

Stores at Orissa
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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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.
Competitors
 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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Tasks performed at the store level

Store Administration and management of premises

Receiving &
displaying Providing customer Recording sales
goods shopping Experience

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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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 Stores Operating Parameters - Customer Transactions

• 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

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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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 Stores Administration & Facilities Management - Licenses

License Subject Issuing For Retail

Authority format

Registration Under Shops & BMC Ward Supermarket/

Certificate Establishments Office Department
Act Store

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 Visual Merchandising & Displays

• Art of suggestive selling by display & presentation.

• Known as Silent Seller.

• Planning the VM theme and creating displays

• Arranging props for displays

Visual
Merchandising & • Arranging display fixtures and lighting

Displays- Role • 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

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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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 Strength
• 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.
SWOT
Opportunities
• 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.
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Weakness
• 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.
Threats
• 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.
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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

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