PRESENTATION ON RETAIL STORE OPERATION & CUSTOMER SERVICE

Done at Arvind Lifestyle Brands Limited (USPA brand)

Company Profile

Arvind Limited Profile

 Type- Public
 Industry- Conglomerate  Employees- 25,620

 Founded- 1931  Subsidiaries- Arvind SmartSpace, Arvind

Lifestyle Apparel Manufacturing, Arvinds
 Headquarters- Ahmedabad, India Brands and Retail Limited, Arvind worldwide
 Key People- Sanjay Lalbhai (Chairman and managing Inc., Arvind Internet Limited etc.
director), Punit Lalbhai ( Executive Director), Kulin
Lalbhai ( Executive Director)
 Products- Denim, Knits, Woven, Engineering, Retail,
Telecom, Real estate, Arvind Store Etc.

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Company Profile

U.S Polo Assn.

 USPA is a wholly owned subsidiary of United States Polo Association and Arvind Lifestyle
brands is a part of Arvind Mills.
 Created in 1981 that truly reflected the spirit of the sport Polo.
 Over the last 20 years, the brand has grown from 12 licensees to over 70 licensing partners
worldwide.
 USPA opened its first store with India partner Arvind Brands.
 Entry to India market in 2007.
 USPA products are- Best Quality
- Positioned at premium price worldwide

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REASEARCH METHODOLOGY

▪ PERIOD OF STUDY- Carried out for maximum period of 6 Weeks

▪ AREA OF STUDY - The study is exclusively done in the area of marketing
▪ DATA COLLECTION- Data was collected using structured questionnaire distributed to the 40 respondents.
▪ SOURCES OF DATA- Primary Data- Primary data was collected by the means of survey.
- Secondary Data- To proper understanding of Store operation in USPA.
 TOOLS OF ANALYSIS- The market survey is carried out by physically interacting with the customers.
 SAMPLING SIZE- 40 Respondents
 SCOPE OF THE STUDY: The scope of the project is to unfold the working procedures in a store.

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RESEARCH OBJECTIVE

▪ .To understand the customer satisfaction level of overall shopping experience at U.S Polo
Assn.
▪ Consumer attitudes towards U.S Polo and why people prefer visiting it over other retail
outlets.
▪ To understand the customers and what offers and discount they will be attracted to.
▪ Check the brand loyalty of customers towards U.S Polo Assn.

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 DATA ANALYSIS

1. How often do you visit U.S polo Assn store? 2. Were you made to feel welcome
Twice in a week- 8 during your visit (greeted/thanked by one
Once in a week- 1 or more associates)?
Once in a month- 26 Yes- 32
Twice in a month- 2 No- 5

4
5%
1 14%
22%
2 1
3%
2
86%
3
70%
7. Did you like the quality of products? 8. How often does U.S Polo stores have what you want in
Yes- 37 stock?
No- 0 Extremely often- 9 Slightly Extrem
often ely
Moderately often- 17 Very
14% Often
Very often- 6 often
24%
16%
1 Slightly often- 5
100% Modera
Not at all often- 0
tely
often
46%

9. Was the store visually appealing?

Yes- 35 10. Was the wait time, at checkout reasonable?
No- 2 Yes- 35
No- 2 2
5%
5%

1
2
1
95%
95%
 3. Do you visit the store based on a promotion or sale? 4. Were the outfitted mannequins helpful in building
Yes- 30 an ensemble?
No- 7 1 2 Yes- 33
No- 4
11%
19%
1
2
81%
89%

5. Were the staff friendly, helpful and 6. Did you enjoy the selections of products?
knowledgeable? Yes- 35
Extremely- 21 3 No- 2 2
Moderately- 15 3% 5%
Slightly- 1 2
40% 1
Not at all- 0
57%
1
95%
11. Did the cashier process the transaction quickly and
12. Based on your experience, would you
effectively?
return to this store for (product/service)?
Yes- 31
Yes- 26
No- 5 1 3
No- 0
Maybe- 10
14%
1 28%
2 72%
86%

14. Which promotional services do you expect

from U.S Polo Assn?
13. What is your overall satisfaction level Free Gifts- 1
about services provided by U.S Polo Coupons- 4 Discou Free
Assn.? 13 1 Discount offer- 16 nt gifts
Offer 45%
Highly Satisfied- 9 3% 25%
3 44%
Satisfied- 15 1
30%
Neutral- 11 2
Dissatisfied- 1 2
42% 3
Coupo
ns
11%
FINDINGS SUGGESTIONS

▪ Work space environment is not clean because

of less space allotted. ▪ Designing team has to bring up different
styling for kids and women’s with innovative
▪ Ideas on designing & styling of product are
images.
good compare to other brands.
▪ If we compare sales ratio, men’s category
▪ Increasing barcode sticker machine will avoid
waste of time and delay of work.
products sells more than Kids and women’s
wear. ▪ Advertisement and sales promotion has to be
increased to spread brand awareness.
▪ USPA mainly focusing on casual wear and
▪ Review meeting within team has to be done.
sportswear, formal wear is not there in this
brand.
▪ Women’s and kids category collections and
designs to be increased
▪ Brand awareness of USPA brand is less
compare to other brands in Arvind.
Advertisement related to USPA may increase
foot fall to stores.
▪ In all categories- US Polo has Polo t-shirts in
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all colours.
LIMITATIONS
▪ Data don’t represent entire population
behaviour.
▪ This research was done in Kolkata city only
hence this conclusion is valid only for
Kolkata.
▪ It is very difficult to measure perception by
means of mathematical calculation.
▪ It was assumed that respondent have the
knowledge of the choice that were given in
the questionnaire and respondent were
compelled to choose only from given
alternatives.
▪ Incomplete information
CONCLUSION
Arvind lifestyle brands are a small section of the
vast Arvind fields and each brand is today one of
the leading brands in India. USPA among them is
nurturing its loyal as well as new customers to its
best and continuing to be better than best. When
we observe the U.S Polo brand in the market, it is
growing up slightly with the competitors and move
positively and developing a unique and
outstanding position in the market.
Concluding that it is a great experience being with
Arvind, it is one of the best and hold true to it to
the core. One is fortunate to be part of it.
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