A PROJECT REPORT

ON ”CUSTOMER
MOTIVATION”
AT PANTALOONS
For the partial fulfillment of BBA degree in Ranchi university

Submitted to
Mr. Shadab Ahmed

Submitted By
Ritik Aman Choudhary
Exam Roll. No.-18BC8670103
Session- 2018-21

DORANDA COLLEGE, RANCHI

 Declaration
I Ritik Aman Choudhary, here by declare that the training project,
entitled ‘Customer Motivation submitted to the Doranda college,
Ranchi in partial fulfill of the requirements for the award of degree
of B.B.A, is a record of original and independent research work
done by me during April 15th 2021 to 31st May 2021 under the
supervision and guidance of Mr. A.K Sinha, and it has not formed
the basis for the award of any Degree/Diploma/ Associate ship/
Fellowship or other similar title to any candidate of the university.

Date:- 10/06/21 Ritik Aman Choudhary

Place:- Ranchi

Pantaloons Eastern Mall, Circular Road, Ranchi , Jharkhand 834004

www.pantaloons.com

2
Ref. No.: PAN/MD/0553/21 Date: 10/06/21

TO WHOM IT MAY CONCERN

This is to certify that Ritik Aman Choudhary, student of Doranda

college, Ranchi has done his 6 weeks job training training from April
15th’ 2021 to 31st May 2021 as required for his curriculum with
Pantaloons Eastern Mall, Ranchi. His topic of training is
“Customer Motivation”.

His conduct was satisfactory during the training. We wish him all the
best in his future endeavor.

Thanking you.

Mr. A.K Sinha

(Authorized Signatory)

3
 Bonafide Certificate

This is to Certify that the training report, entitled ‘Customer

Motivation’ submitted to the Doranda College, Ranchi in partial
fulfillment of the requirements for the award of degree of B.B.A. It
is a record of original and independent research work done Ritik
Aman Choudhary during April 15th 2021 to 31st May 2021 Under
the supervision and guidance of Mr. A. K Sinha, and it has not
formed the basis for the award of any Degree/ Diploma/ Associate
ship/Fellowship or other similar title to any candidate of the
university.

(Project Guide) External examiner

4
 ACKNOWLEDGEMENT
Every student requires a guidance of someone who is working in that field.

Firstly I would like to thank Dr. Zeba (Principal of Doranda College Ranchi)

for providing an opportunity of preparing a project report.

I would like to give my heartily gratitude to Mr. KUMAR DEVESH (store

manager) Mr. SOHAIL CHUMBER (store people officer), Mr. RITESH

KUMAR (area people officer), and Mr. SIDDHARTHA BHARTI

(marketing executive) of “PANTALOONS RANCHI”, for giving me the

opportunity to do my project work in the organization.

I am extremely thankful to Mr. Shadab Ahmed, HR faculty of Doranda

College, Ranchi and other faculty members of Doranda College. Their guidance

has proved to be useful and without them, the preparation of this project report

might not have been possible.

Last but not the least; I would like to thank my family for their support and

encouragement.

Ritik Aman Choudhary

5
 PREFACE
In this age of globalization hyper competition has become a regular
feature. Today the markets are no less than battleground and one has
to strive very hard for survival and growth.

Due to very rapid industrialization all over the world the demand for
the managerial personnel and the administrative personnel has
increased. The perfect study of Management involves both the
theatrical as well as practical aspects. To survive in this highly
competitive market “practical knowledge” is as relevant as the
theoretical.

In this project more emphasize is given to customer service desk,

specifically the role that customer service desk plays in increasing the
customer, sales promotion and the effort it makes in increasing the
number of enrollments of payback green card.

Now; a day’s most of the retail companies consider sales promotion

as an important part of their marketing strategy.

6
 INDEX
1. INTRODUCTION OF PANTALOONS………………………… 08
 INTRODUCTION
 YEAR EVENTS
2. 7 IMPACT OF CUSTOMER SERVICE ON CUSTOMER
MOTIVATION………………………………………………… 18
 INVESTOR
 TYPES OF CUSTOMERS
3. PANTALOONS AT RANCHI…………………………………… 23
 PANTALOONS AT RANCHI
 PANTALOONS PAYBACK GREEN CARD
 PROCEDURE TO ISSUE PAYBACK GREEN CARD
 A COMPELETLY FILLED UP PAYBACK GREEN CARD
 BENEFITS OF PAYBACK GREEN CARD AT DIFFERENT LEVEL
 PAYBACK GREEN CARD REQUIREMENT
4. INTRODUCTION TO THE TOPIC……………………………. 31
 TOPIC INTRODUCTION
5. ANALYSIS OF PANTALOONS………………………………. 34
6. SALES PROMOTION DONE BY PANTALOONS………… 38
 SALES PROMOTION
 THINGS THAT ARE TAKEN CARE DURING SALE
7. KEY PERFORMANCE INDICATOR OF PANTLOONS… 45
8. CUSTOMER’S ANALYSIS………………………………………. 47
9. KEY LEARNING OF THE PROJECT………………………….. 52
10. FINDINGS OF THE REPORT………………………………….. 53
11. RECOMMENDATION………………………………………….. 54
12. CONCLUSION……………………………………………………. 55
13. BIBLOGRAPHY………………………………………………….. 56

7
 INTRODUCTION
OF
PANTALOONS

8
 INTRODUCTION

Pantaloons, the newly acquired business by the Aditya Birla Group, one of the
India’s leading multinational conglomerates, are a powerhouse of fresh fashion
and innovation .while weaving its magic across lifestyle segments, pantaloons
caters to the discerning and trendy Indian consumer .pantaloons apparel spell
comfort and elegance, combined with a ‘freshness’ that is unparallel. The style a
gamut of ready-to-wear western and Indian apparel for men, women and kids in
addition to accessories and exotic fragrances. With a strong national presence in
104 exclusive store, pantaloons houses over a 100 prestigious brands that
something fresh for everyone.

Aditya Birla Nuvo (ABNL) will pick up a majority stake in the new company. It
will subscribe to debentures amounting to Rs 800 crore issued by pantaloon in
the hived-off company. On completion of this process, the debentures will
convert into equity. The move is expected to reduce pantaloon’s huge debt
burden by Rs1,600 crore.

Pantaloons fashion& retail Ltd will be investing up Rs 175 crore in the 12

months on store expansion across India, mainly in smaller towns. The company,
which become a part of Kumar Mangalam Birla-led Aditya Birla Nuvo (ABNL)
effective from April previous year, this year, is targeting to open at least one
store per month in this year 12 months at investment of up to 15 crore per outlet
.

9
“for a format like pantaloon, which is end-to-end from design to delivery, there
is a tremendous potential. The focus in the next 12 months of transition is to
scale up the store network.

Pantaloon target in the short term is to open at least one store a month, although
we have a line of sight for 15 store.”

Pantaloons are targeting young customers in ‘Bharat’, who are entering the
consumption brigade. On the investment for the network expansion-per store,
including the real estate Its ability to offer affordable fashionable ethnic wear is
our strength to attract them.

Pantaloon has about 20-25 “power house brands “which could be develop into
standalone labels in future and even open independent outlets for them.

About 60-70% of the new store will be in smaller places. The firm opened its
flagship store in Chandigarh, and is targeting other place, including Dehradun,
Pune and Kalyan.

The change in ownership from future group will signal changes in the way
pantaloons operate. What Aditya Birla Group will bring is not only the financial
muscle but also the experience brands Aditya Birla Group is looking is to build
on the inherent quality of pantaloons, which is costing and affordability, the
ability of offer affordable fashionable items in a modern store format.

10
 PANTALOONS EXCLUSIVE BRANDS

YEAR EVENTS:-

1987-
The company was incorporated on the 12th October, under the name Manz
private limited.

1991-
The company was converted into a public limited company under the name of
Manz wear limited on 20th September.

11
-The company name was changed to pantaloons fashion (India) limited vide
certificate of incorporation dated the 25th September.

-The company is engaged in the manufacture and marketing of quality

Readymade garments for men, including trousers, shirts, denims, blazers and
sleep suits, as its unit located at Andheri in Bombay.

-The company’s products are being marketed under the brands name
“PANTALOON” and “BARE NECESSITIES” through a network of over
300 dealers spanning the metro and class 1 city in the country.

-The company is promoted by Shri Kishore Biyani’s, friends and associates.

1992
The company has successfully launched the “pantaloon “Trousers”, Shirts,
Denims, Sleep Suits, and other ready-made garments.

1993
The company recently made a public issue of 25, 55,000 equity shares of Rs
10/- each for cash at in May. The company has allotted 36, 57,100 Equity
Shares on 28th July in consultation with the stock Exchange Bombay.

1994
The company is launching a new brand of shirts called ‘John Miller’ at
affordable.

12
1995
Pantaloon Fashion (India) Limited has launched “john miller” shirts.

1996

Pantaloon Fashion (India) Ltd. has launched the Yorker to concende with world
cup.

1997
The company has launched women’s wear, children’s wear and household
products in the last few months.

The company has issued 10,00,000 Non-cumulative Preference shares Rs 10/-

each aggregating Rs 1,00,00,000/- on private placement basis.

1998
The company has introduced “Shrishti” range of Salwaar Kameez. The
company has also added knitted T-shirts to its range of products.

1999
The company opened a state-of-art family store at prestigious “Crossroads”,
Hajji Ali, and Mumbai, spread over an area of 4,500 sq. ft.

-The name of the company was changed with the approval of the members to
pantaloon retail (India) Ltd.

-The company has recently set up a state-of-art trouser manufacturing plant in

Mumbai with a capacity of 1,200 pieces per day.

-Entrepreneurial jadeja is setting up a joint venture sportswear company with

the promoters of pantaloon Retail (India) Ltd.

2000

13
The company shares transfer committee, have allotted 10, 00,000 No. of equity
shares of Rs.10/- each at a premium of Rs. 33/- per shares on private placement
basis to ICICI Ltd. A/c. structure products fund.

- The total paid up capital of the company is 1,25,19,413 No. of equity shares of
Rs. 10/- each ,ICICI Ltd. A/c structured products fund will be holding 7.99%of
the enhanced share capital

-pantaloon retail (India) Ltd. has launched stain free with Scotchgard, new range
of formal shirts and trousers.

2001
Retail major pantaloons has forged an alliance with Arvind Mills for the supply
of fabric and appear for its in-house brands.

-Finalized a leasing deal to occupy 50,000 sq. ft of space for Rs 25 lakh

-Issue of 4 million equity shares of Rs. 10/- each to the promoters of the
company on a preferential basis at a price as per SEBI guidelines

-tied up with Andhra Pradesh handloom weavers’ co-operative society and

national institute of fashion technology.

-pantaloon retail India ltd has informed that the board of Directors of the
company has allotted 40 lakh equity shares to the promoters and their associates
on preferential basis at a price of Rs.31.50 per share.

-promoters sell 584098 shares.

2012
Bangaluru welcomes “Next Generation” pantaloons store.

-pantaloons launch its revamped green card loyalty program in bangaluru.

-pantaloons continue its “Next Generation” journey in pune.

-Big Bazaar completes 10 years.

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2013
Kishore Biyani’s pantaloon retail to be named as ‘future retail India ltd.’
post demerger.

-Pantaloon retail gains over 2% after govt. gets Maya boost in Rs.

-Future Group demergers Pantaloon Retail Format from Flagship Company

Aditya Birla Group to invest in pantaloons format

-pantaloons retail &future ventures demergers lifestyle fashion business to

create India’s leading integrated fashion company.

7 IMPACT OF CUSTOMER SERVICE ON CUSTOMER

MOTIVATION:

 Business
Pantaloons, one of the fastest growing, premium lifestyle apparel companies in
India is constantly innovating design, concepts and products by infusing the
latest trends in fashion and clothing style.

With a vast collection of more than a 100 prestigious brands for the discerning
fascinate, pantaloon offers an incredible and complete one –stop shopping
experience to its buyers the 81 aesthetically designed store s spread across the
country ,display a range of classy and trendy merchandise that truly lives up to
Pantaloons maxim of ‘fresh fashion’.

A typical pantaloons store is spread across a sprawling retail space of about

28,000 sq ft , with a brand portfolio that runs across a wide gamut of style that
spell class. The range caters to women, men, kids alike. The collection is all

15
about ready-to-wear western and ethnic apparel for men, women and kids,
complimented with an exhaustive range of accessories

The women’s section houses private labels of Bare Denim, Bare Leisure, Rig,
Annabelle, Honey, and Agile in western

wear , in addition to a choice of ethnic wear from Rang Manch, Trisha and
Aakriti other popular brands like Lee Cooper ,Biba, Spykar and W are also
available.

The private labels for men in western wear including Lombard, Rig, Bare
Denim, Bare Leisure and JM Sports apart from trendy brands like Urbana,
Scullers, John Miller and Indigo nation while Aakriti provides a wide selection
of ethnic wear.

Kids can choose from private labels like Bare Denim, Bare Leisure, Rig or
including in exclusive brands like Lee Cooper juniors, Chalk, pink & blue and
such in addition to international brands like Barbie and Disney which cater
exclusively to kids. For the ethnic look, they opt for traditionally wear from
Aakriti.

Pantaloons offer much more than just apparel Customer can shop an assortment
of watches from renowned international brands like Tommy Hilfiger, Esprit,
Kenneth Cole, citizen and Timex, or titan and Fastrack among other brands.
Trendy sunglasses from Polaroid, Guess, Police, Scott, I Dee and Allen Solly
are available. The accessories and beauty segments display an attractive
collection of lady’s handbags from Lavie, Caprese, Fiorelli and Fastrack. Also
available are products from colour cosmetic brands of Bourjois, Chambor,

Deborah, Faces, Revlon, Maybelline and Lakme, and a collection of exotic

fragrances.

With its overwhelming repertoire of lifestyle apparel brands, Pantaloons is

focused on growth while continuing to create fresh fashion. Pantaloons are

16
recognized by its warm personalized service that completes the core proposition
of this trendy chain.

 INVESTORS
Pantaloons fashion & retail is unequivocally committed to all its stakeholders’
employees, customers, shareholders, investors, vendors and policy planners. At
pantaloons, every team member is encouraged to ensure that stakeholders
interests are uppermost.

With a commitment to disclosure and information sharing, we maintain an

exhaustive repository of financial information in an accessible, easy-to-read
format. We welcome suggestions for improvements and inclusions on this
section.

Name of the stock Exchange on which Stock code assigned to the company
the company is listed

BSE 535755

NSE PFRL

Types of customer:-

 Loyal customers: they represent no more than 20 percent of our

customer base, but make up more than 50 percent of our sales.

17
  Discount customers: they shop our store frequently, but make their
decisions based on the size of our markdowns.

 Impulse customers: they do not have buying a particular item at the

top of their “to do” list, but come into the store on a whim. They will
purchase what seems good at the time.

 Need-based customers: they have a specific intention to buy a

particular type of item.

 Wandering customers: they have no specific need or desire in mind

when they come into the store rather, they want a sense of experience
and/or community.

PANTALOONS AT RANCHI

18
 PANTALOONS AT RANCHI:-

Pantaloons at Ranchi are only 2.5 years old. It was inaugurated on 6th
November, 2013. It is situated at centre heart of the city. It is the centre of
attraction for Ranchi people. It is in about 37500sq ft. about 1500-2000
customers visit daily. Till now it has created almost 75000 of customers through
payback green card.

PANTALOONS PAYBACK GREEN CARD:-

Payback green card helps the customer to gain double benefit, as they can earn
the points on their every purchase and those points can be redeemed afterwards.
On purchase of rupee 100 the customers gets 1point which is equal to 0.25paise.
As the points increases to 8,000 the card becomes a 3star card, and on 20,000 it
becomes 5star card and on 40,000 it becomes 7star card.

These points can be further redeemed for purchase of products. The

payback green card is tied up with many different organizations like h.p.c.l,
makemytrip.com and many more. Thus, it can be used not only at pantaloons
but also in the organizations with which it has a tie-up.

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 PROCEDURE TO ISSUE P.B.G.C CARD:-

For issuing a payback card at pantaloons a customer needs to purchase a

product which should above Rs.50, after that the customer needs to fill up the
payback green card form correctly as per to his concern and submit it to the
person in-charge. Once the form is filled up and submitted the person in-charge
returns the payback green card to the customer and keeps the payback form with
him for further formalities. These filled up forms are now send to the customer
service desk for further process namely:-

 Know your customer (KYC) entry

 Staff wise tracker
 Book 1
 Uploading of kyc in retro
 Checking zero purchase
 Corrections of contact no.
 Rectification of forms

Once the forms have passed through all the above stages they
are packed date wise for being dispatched to the zonal i.e. pantaloons
Mumbai.

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 A COMPLETELY FILLED-UP PAYBACK GREEN CARD FORM:-

BENEFITS OF PAYBACK GREEN CARD AT DIFFERENT

LEVEL:

21
BENEFITS 1 STAR 3 STAR 5 STAR 7 STAR

3% discount 5% discount 7% discount

DISCOUNT

RS100=1POINT Yes Yes Yes Yes

EARN POINTS WITH Yes Yes Yes Yes

PAYBACK PARTNER

ACROSS BRAND Yes Yes Yes Yes

COMPLIMENTARY Yes Yes Yes Yes

HOME DROP

RELAXED EXCHANCE Yes Yes Yes Yes

EXCLUSIVE SALE Yes Yes Yes Yes

PREVIEW

EXCLUSIVE BILLING Yes Yes Yes

COUNTER

HOME DELIVERY Yes Yes Yes

ASSISTED SHOPPING yes

The above chart shows the benefits at different level.

22
  PAYBACK GREEN CARD REQUIREMENT:-

I. Activation
II. Redemption
III. Back date bill entry
IV. Edit any changes
V. Membership statement

23
 PANTALOONS STORE PLAN, RANCHI

GROUND 1ST 2ND

FLOOR FLOOR FLOOR

SPORT MENS
ETHNIC NON- FOOT MENS
SECTION FORMAL
WEAR APPAREL WEAR CASUAL
SECTION
SECTION SECTION SECTION SECTION

KIDS MELA
LADIES
SECTION SECTION
WESTERN

24
 INTRODUCTION

TO THE

TOPIC

25
 TOPIC INTRODUCTION:-

The importance of customer motivation at retail sector is one of the most

important part of service in modern retailing. Customer motivation is totally
dependent on service quality being offered at the store. Service quality is a
comparison of expectation and performance. A business with high service
quality will meet customer needs whilst remaining economical competitive.
Improved quality will increase economic competiveness. Customer form service
expectation from past experience, word of mouth and advertisement. Service
quality can be related to service potential (for example, worker’s qualification);
service process (for example, the quickness of service) and service result
(customer satisfaction).

Customer motivation can be improved by focusing on the below mentioned

points:

 COMPETENCE- it is the possession of the required skill and knowledge

to perform the service.

 COURTESY- it is the consideration for the customer property and a

clean and neat appearance of contact personnel, manifesting as politeness,
respect, and friendliness.

 CREDIBILITY- it is the factor such as trustworthiness, belief and

honesty. It involves having the customer’s best interest at prime position.

26
  SECURITY- it is the customer feeling free from danger, risk or doubt
including physical safety, financial security and confidentiality.

 ACCESS- it is approachability and ease of contact. For example,

covenants office operation hours and location.

 COMMUNICATION- It means both informing customers in a language

they are able to understand and also listening to customers. A company
may need to adjust its language for the varying needs of its customers.

 KNOWING THE CUSTOMER- It means making an effort to

understand thee customer’s individual needs, providing individualized
attention, recognizing the customer when they arrive and so on.

 TANGIBLES- are the physical evidence of the service, for instance, the
appearance of the physical facilities, tools and equipment used to provide
the service.

 RESPO0NSIVENESS- the readiness and willingness of employees to

help customers in providing prompt timely service.

27
 ANALYSIS

OF

PANTALOONS

28
STRENGTHS:
 MARKET LEADER- Pantaloons is a market leader in Ranchi, as there is
no either such store with good ambience and good product to satisfy the
customers.

 LOYALTY PROGRAM- It offers 7 benefits on the Pay Back Green Card.

 Instant discount
 Earn and redeem point
 Complementary home drop
 Complementary packing
 Complementary shipping
 Relaxed exchange policy
 Assisted shopping
 Sales preview

 VALUES-
 Commitment
 Integrity
 Passion
 Seamlessness
 Speed

29
  STRONG BRAND NAME- Pantaloons is originated from one of the
leading group from retail sector i.e. future group. Thus, it will always
carry brand positioning with it name in the mind of the customer.

 PRODUCT QUALITY- customers are quite confident about the quality

of products available at pantaloons.

 CUSTOMER ENGAGEMENT ACTIVITY- weekly activity is one of

the strongest tools for customer engagement. This kind of activities not
only helps in entertaining customer but also gives an insight about
customer liking and disliking.

 GOOD COMMUNICATION SYSTEM- communication of offers and

schemes to customers through mails, so announcement in the store are the
base of making aggressive sales.

WEAKNESS:
 No big warehouse specially for pantaloons.
 High cost.
 Lack of coordination between distributor and retailer.
 Long procedure in decision making.
 Sitting arrangement.

30
OPPORTUNITIES:
 SPACE ON HIGHER ACTIVITIES- vacant place like pillar, lift area,
trial room door, escalators area can be used promotional areas for other
companies and revenue can be generated from it.
 Brand extension can be planned, so that upcoming competition can be
faced.

 LINES OF BUINESS- it can be easily opened in the store as there are

number of female customers who shop for daily and demand for LOB.

 LUGGAGE DEPARTMEMT CAN BE OPENED- there is also an

opportunity for the store to come up with the luggage department, which
will help in improving the business.
 GAMEING ZONE COULD BE OPEN
 MORE BRANDS COULD BE ADDED.

THREATS:-
 COMPETETORS- being number one means that you are the target of
competition.
 GOVERNMENT RULES AND REGULATION
 NEGATIVE CUSTOMER
 LOCAL MARKET
 THREAT OF NEW ENTRANT

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SALES PROMOTION DONE BY PANTALOONS

SALES PROMOTION:-
The most important thing that comes under customer service desk is “Sales
promotion”. To make the customer aware about sales a store needs to do sales
promotion, without this there would be no benefit of organizing sales.

Until and unless the customers are informed about the offers in the
sales, they will not be attracted towards sales. If a store wants to increase its
sales during its sales period it needs to completely dispatch its sales offer to the
customers. The word sale does not attract the customers but the offer that the
sales contain in them plays a very vital role in attracting the customers.

THINGS THAT RE TAKEN CARE DURING SALES

PROMOTION:-

 TELLE-CALLING:
The first and the foremost thing in promoting sales is telle-
calling. Telle-calling also comes under the loyalty program of customer service
desk. Telle-calling refers to, making a call to the customers and informing them
about the sale and the offers that are under the sale. This teller calling is carried
out for the customers who own a payback green card. The customers are
regularly informed through teller calling bout the offers and the time period of
the offers.

32
 Telle-calling is the most beneficial way in which a store can increase
its customer entry and sales.

 PAPER ADVERTISEMENT:
Advertisement on paper proves to be very helpful in
spreading the information of sales to the public. As, it cover a wide area it
becomes a long distance advertisement medium. It also includes distributing of
pamphlets among the public. Through paper advertisement the store is able to
spread the news of sales widely.

STORE ANNOUNCEMENT:
Another important thing to take care of during sales period
is store announcement. Store announcement refers to reminding about the offers

33
to the customers in the store through announcement. These announcements are
done between loops of 5-10minutes.

These announcement acts as reminder. They are done in proper

order or in a sequence so that the customers get knowledge about what offers
are prevailing in which section or department.

34
 CUSTOMER FEEDBACK:
Feedbacks are the best way to improve or initiate a
better plan or scheme. Customer feedback helps the store to check whether the
customers are satisfied with their products, services or offers. It helps them in
judging and planning out a better offer or scheme by which they can make more
and more customers.

These feedbacks are taken from the customers on a feedback

form; this act is done time to time during the sale period. The feedback may
contain both suggestions and complaints.

Fig:-A customer feedback form.

35
 EXIT SURVEY:
Survey is made during the sales period to have a measure that is
the sales promotion schemes working or not. These surveys are done by
approaching the customers in the store and asking them how did they come to
know about the sale?

Its is the best way to check whether the promotion plan are working
properly or not, or do these promotion plans needs to be modified and paid
more attention. This survey helps in summarizing the whole promotion plan.

Fig:-A survey report during sale period.

36
 KEY
PERFORMANCE

INDICATORS OF

PANTALOONS
NO. OF BILL * 100

TOTAL CUSTOMER

37
1) COVERSION =

TOTAL SALES

NO : OF BILL
2) TICKET SIZE =

TOTAL SALES
3) VALUE PER CUSTOMER =
NO : CUSTOMER ENTRY

TOTAL SALES
4) VALUE PER PIECE = TOTAL NO. OF SLLING QTY

TOTAL SELLING QTY

5) BASKET SIZE =
NO : OF BILL

38
 CUSTOMER’S

ANALYSIS

39
 1. What is the purpose of the visit to pantaloons Store Ranchi?

PARTICULARS RESPONDENT

Shopping 84

Outing 3

Both 13

Total 100

INTERPRETATION:
The above question was formed to know that, for
what purpose thee customer is taking entry into the store. It is observed
from the data that among the 100 respondents, 84% of the respondents
are comi9ngb for shopping purpose, whereas only3% are comi8ng for
outing purpose, and the rest 13% are having both the purpose of shopping
s well s outing.
Therefore we can infer that the almost customers are taking entry into the
store only to shop, but for several other reasons they are not able to make
purchase.

40
2) What is the frequency of visiting to pantaloons?

INTERVAL OF TIME PERIOD RESPONDENT

Weekly 12

Monthly 67

Semi-annually 17

Annually 04

Total 100

INTERPRETATION:

The objective behind this question was to know the loyalty of customers
for pantaloons. Frequency of visit of customers in pantaloons determines their
loyalty. Therefore, from above data it can be understood that 67% of the
customer visit pantaloons store in Ranchi on monthly basis, only 17% of the
respondents visit n half yearly basis, whereas 12% are weekly visitor. Thus, it is
clear that the customers re happy to visit in Pantaloons store and are loyal to
pantaloons. They re enjoying shopping t pantaloons.

3) Do you own the pay back green card?

41
PRTICULARS RESPONDENT

YES 54

NO 46

Total 100

payback green card

yes
no

4) Are you aware of the benefit o the pay back green card?

PARTICULARS RESPONDENT

YES 62

NO 38

INTERPRETATION:

Answer of this question will give us idea about the effect of loyalty program
running in the store. From the former question, it clear that 54% respondent are

42
having p.b.g.c, but 46% are not having the p.b.g.c. Hence in the later question it
is also understood that only 38% of respondent do not know the benefit of the
p.b.g.c. Thus, we help them in knowing the benefits of the p.b.g.c and also made
their p.b.g.c membership card.

5) Are the staff in pantaloons neat in appearance?

PARTICULARS RESPONDENT

YES 92

NO 08

Total 100

Series 1

100

90

80

70

60

50 Series 1

40

30

20

10

0
YES NO

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INTERPRETATION:

The objective behind this question was to know one the most important factor
of 7p’s of marketing mix i.e. people. The effectiveness and well behavior of the
people are very much important for any retail store, and hence pantaloons,
Ranchi has very well groomed as well as polite staffs. When asked from the
customers, 92%of respondent are satisfied with the behavior and appearance of
the staffs.

6) Do staffs are more interactive and tells you about the offer and schemes
running in the store?

PARTICULARS RESPONDENT

SO0METIMES 41

FREQUENTLY 23

LWAYS 33

NEVER 03

44
 Series 1

45
40
35
30
25 Series 1
20
15
10
5
0
sometimes frequent always NEVER

INTERPRETATION:

The answer of this question help us in knowing the interaction and

communication offers and schemes running in the store, between staffs and
customers. From the above data it is observed that only 33%of thee customers
are always informed, whereas 41% are informed sometimes, 23%are frequently
informed.

7) When the customers having problem do the managers and staffs shows
interest in solving them?

PARTICULARS RESPONDENT

Always 57

Sometimes 36

Never 07

45
 Series 1

60
50
40
Series 1
30
20
10
0
always sometimes never

INTERPRETATION:

From the above data and graph it can be infer that 57% of the customers have
agreed that yes their problems always have been sort by staffs and managers,
whereas 36% of respondent has agreed that not always but sometimes it is being
heard.

8) Are sufficient stock and size of product available in the store?

PARTICULARS RESPONDENT

YES 66

NO 34

46
 Series 1

70
60
50
40 Series 1
30
20
10
0
yes no

INTERPRETATION:

The objective behind this question was to know, whether the customers are
getting the proper sizes. This will help in retention of customers as well the
customer will not go to other store for the same product.

9) Are you satisfied with the brands available in the store?

PARTICULAR RESPONDENT

Yes 66

No 29

Any other feedback 05

47
 Sales

yes
no
any other feedback

INTERPRETATION:

The former question was prepared only to know that whether the store is
providing all the details regarding shopping and payment clearly, and the data
here proves that the store is providing all the details in receipt.

48
 KEY
LEARNINGS OF
THE PROJECT

49
 My key learning’s are on various aspects. I learnt the overall functioning
of pantaloons store and on how the retail store works by controlling and
efficiently operating on them. I have learnt on the below mentioned area
of store.
 SOP- standard operating procedure
 CSD- customer service desk
 Warehousing
 Commercial
 Cashiering

STANDARD OPERATING PROCEDURE (SOP)

Standard operating procedure starts from opening to closing of a store. Hence, it
is also called as a backbone of a retail store. Nowadays, SOP of version 4 is
being used in which 40 modules are presented. These are divided into two
heads:

SOP

FRONT END BACK END 20

20

50
CUSTOMER SERVICE DESK:
1. Pay Back Green Card-
I. Activation
II. Redemption
III. Back date bill entry
IV. Edit any change
V. Membership statement
2. Alteration
3. Gift wrapping
4. Exchange counter
5. Lost and found register
6. In store announcement
7. Telephonic calls
8. Customer feedback form
9. Home delivery

WAREHOUSING:
Warehousing is one of the most crucial function of the retail store, s this
function is associated with the storage of materials and goods, inspection,
verification, putting away s well as retrieval of goods. Therefore, warehouse
should be according to the store size, it should not be less or more, a it incurs
cost to the company. Small warehouse store less number of stocks which creates
problem for the store. It performs the function of inward and outward of goods
from regional, central, as well s from main distribution centre.

51
REGISTERS THAT ARE MAINTINED IN THE
WAREHOUSE:
 Vendor inward register
 Vendor outward register
 CDC, MDC inward and outward register
 Non sale inward register
 Non sale outward register
 Scrap register
 Returnable register
 Tag inventory register

COMMERCIAL
Commercial department of pantaloons store performs one of the most critical,
tough, sensitive jobs in the store as it has to deal with all the commercial pat of
the company like cash transaction, card transaction, GVs, PRVs.

SALES TAX

purchase transfer

52
 FINDINGS OF THE REPORT

 Customers are enjoying the facilities provided in the store.

 Customers are attached towards weekend events.
 Pantaloons provide value added services to the customers like home
delivery, home drop, and relaxed exchange policy.
 Cleanliness and hygiene maintained in the store.
 Escalator in the store is a part of attraction.
 Normal staircases are not there in the store.
 Payback green card is valuable to the customers.
 Staffs re not focused more on up-selling and cross-selling.
 Charging for carry bags is making customers unhappy.
 Store is doing well i9n attracting customers.
 Discount offer and scheme are doing well in the store.
 Customers are misusing the benefit of exchange policy.
 Employees and staffs are highly motivated in the store.
 Proper trainings are given to the staffs.
 Best employee are rewarded as well as recognized.
 Employees should be encouraged rather than only pressurizing them.

53
 CONCLUSION

It was indeed a great learning experience for me while doing my internship at

Pantaloons, in these 45 days. I have learned the basics of modern retailing and

how external and internal environment is so crucial for a retail store.

The overall findings of the project, was that Pantaloons being a leader in

lifestyle retail can do much better in B-class town, by focusing more on

customer service. I tried my level best to come with the proper reason and

points with which pantaloons motivates the customers towards itself.

54
 RECOMMENDATION

 The floor staff should be told to make the customers fill the payback green
card in proper alphabetical form.

 The customer service desk members should be encouraged for their

initiative.

 The floor staffs should be informed that without concerning the tailor they
should not convey the delivery time to the customers.

 The assets available at the customer service desk should be up to date and
free from defect.

 More sitting arrangement for the customers.

 Staffs should be trained more on communication skill.

55
 BIBLIOGRAPHY

 www.pantaloons.com

 www.futuregroup.com

 www.wikipedia.com

 Times of India

 Prabhat khabar

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