A

PROJECT REPORT
ON
RETAIL & SALES MANAGEMENT

SUBMITTED BY SUBMITTED TO

RAJKUMAR SINGH MRS. APRAJITA DASGUPTA

A 30101909065 SR. LECTURER

AMITY GLOBAL BUSINESS SCHOOL, NOIDA

AMITY UNIVERSITY
 RETAILING INTRODUCTION
Retail consists of the sale of goods or merchandise from a fixed location, such as a department
store, boutique or kiosk, or by mail, in small or individual lots for direct consumption by the
purchaser. Retailing may include subordinated services, such as delivery. Purchasers may be
individuals or businesses. In commerce, a "retailer" buys goods or products in large quantities
from manufacturers or importers, either directly or through a wholesaler, and then sells smaller
quantities to the end-user. Retail establishments are often called shops or stores. Retailers are at
the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary
part of their overall distribution strategy. The term "retailer" is also applied where a service
provider services the needs of a large number of individuals, such as a public utility, like electric
power.

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.

Types of Retail Outlets

A marketplace is a location where goods and services are exchanged. The traditional market
square is a city square where traders set up stalls and buyers browse the merchandise. This kind
of market is very old, and countless such markets are still in operation around the whole world.

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.

Retail is usually classified by type of products as follows

 Food products
 Soft goods - clothing, apparel, and other fabrics.
 Hard goods ("hardline retailers") - appliances, electronics, furniture, sporting goods, etc.

There are the following types of retailers by marketing strategy:

 Supermarkets - sell mostly food products;

 Department stores - very large stores offering a huge assortment of "soft" and "hard goods".
 Discount stores - tend to offer a wide array of products and services, but they compete
mainly on price.
 General merchandise store - a hybrid between a department store and discount store;
 Warehouse store - low-cost, often high-quantity goods piled on pallets or steel
shelves; warehouse clubs charge a membership fee.
 Variety store or "dollar store" - extremely low-cost goods, with limited selection.
 Demographic - retailers that aim at one particular segment (e.g., high-end retailers focusing
on wealthy individuals).
Some stores take a no frills approach, while others are "mid-range" or "high end", depending on
what income level they target.

Other types of retail store include:

 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.

RETAIL INDUSTRY IN INDIA

Retail is India’s largest industry. It accounts for over 10 per cent of the India's GDP and around
eight per cent of the employment. Retail sector is one of India's fastest growing sectors with a 5
per cent compounded annual growth rate. India's huge middle class base and its untapped retail
industry are key attractions for global retail giants planning to enter newer markets. Driven by
changing lifestyles, strong income growth and favorable demographic patterns, Indian retail is
expected to grow 25 per cent annually. It is expected that retail in India could be worth US$ 175-
200 billion by 2016.

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.

Top 10 Retailers in India

The Indian retail industry is valued at $270 billion, with organised retail cornering 4.5 %. The
organized pie is expected to see a growth at a CAGR of 37 % (India Retail Report 2007)
Top players:
1. Pantaloon Retail:
It is headquartered in Mumbai with 450 stores across the country employing more than 18,000
people. It can boast of launching the first hypermarket Big Bazaar in India in 2001. An all-India
retail space of 5 million sq. ft. which is expected to reach 30 mn by 2010. It is not only the
largest retailer in India with a turnover of over Rs. 20 billion but is present across most retail
segments - Food & grocery (Big bazaar, Food bazaar), Home solutions (Hometown, furniture
bazaar, collection-i), consumer electronics (e-zone), shoes (shoe factory), Books: music & gifts
(Depot), Health & Beauty care services (Star, Sitara and Health village in the pipeline), e-tailing
(Futurbazaar.com), entertainment (Bowling co.)
One of their recent innovations include e-commerce’ hybrid format of ’small’ shops , the area
for these stores will be 150 sq. ft. fitted with 40 digital screens. Customers will be encouraged to
browse through the entire range of products on digital screen. They will be able to place the
order, the delivery of which will be arranged by the shop to their homes within a few hours.
2. K Raheja Group
They forayed into retail with Shopper’s Stop, India’s first departmental store in 2001. It is the
only retailer from India to become a member of the prestigious Intercontinental Group of
Departmental Stores (IGDS). They have signed a 50:50 joint venture with the Nuance Group for
Airport Retailing. Shoppers Stop has 7, 52, 00 sq ft of retail space with a turnover of Rs 6.75
billion.
The first Hypercity opened in Mumbai in 2006 with an area of 1, 20,000 sq. ft. clocking gross
sales of Rs. 1 bn in its first year.
Crossword brand of book stores, Homes stop a store for home solutions, Mothercare a concept
stocking merchandise related to childcare are also owned by them. Recently, Raheja’s have
signed an MoU with the Home Retail Group of UK to enter into a franchise arrangement for the
Argos formats of catalogue & internet retailing.
The group has announced plans to establish a network of 55 hypermarkets across India with
sales expected to cross the US$100 million mark by 2010.
3. Tata group:
Established in 1998, Trent - one of the subsidiaries of Tata Group - operates Westside, a lifestyle
retail chain and Star India Bazaar - a hypermarket with a large assortment of products at the
lowest prices. In 2005, it acquired Landmark, India's largest book and music retailer. Trent has
more than 4 lakh sq. ft. space across the country. Westside registered a turnover of Rs 3.58 mn in
2006.
Tata’s has also formed a subsidiary named Infiniti retail which consists of Croma, a consumer
electronics chain. It is a 15000-17000 sq. ft. format with 8 stores as of September 2007.
Another subsidiary, Titan Industries, owns brands like “Titan”, the watch of India has 200
exclusive outlets the country and Tanishq, the jewellery brand, has 87 exclusive outlets. Their
combined turnover is Rs 6.55 billion.
Trent plans to open 27 more stores across its retail formats adding 1.5 mn sq ft of space in the
next 12 DLF malls.
4. RPG group:
One of the first entrants into organised food & grocery retail with Foodworld stores in 1996 and
then formed an alliance with Dairy farm International and launched health & glow (pharmacy &
beauty care) outlets. Now the alliance has dissolved and RPG has Spencer’s Hyper, Super, Daily
and Express formats and Music World stores across the country.
RPG has 6 lakh sq. ft. of retail space and has registered a turnover of Rs 4.5 billion in 2006.
It is planning to venture into books retail, with the launch of its own bookstores “Books and
Beyond” by the end of 2007. An IPO is also in the offering, with expansion to 450+
MusicWorld, 50+ Spencer's hyper outlets covering 4 million sq. ft. by 2010.
5. Landmark group:
were launched in 1998 in India. Lifestyle is spread across six cities, covering 4.6 lakh sq. ft. with
a turnover of Rs 3.5 billion in 2005. A new division named Lifestyle International has emerged
for their international brands business comprising Bossino, Kappa and Springfield in their
portfolio.
Their retail mix includes Home solutions (Home centre), fashion (lifestyle, landmark
International), value retailing (max retail), hypermarkets & supermarkets (Max), kids
entertainment (Funcity).
They plan to invest Rs. 300 crores in the next two years to expand on Max chain, and Rs 100
crores on Citymax 3 star hotel chain. They have already instituted a separate company christened
Citymax Hotels (India).
6. Piramal Group
In September 1999, Piramal Enterprises announced their arrival into retail with the launch of
three retail concepts: India's first true shopping mall of international standards, called
Crossroads; a lifestyle department store named Piramyd Megastore; and a family entertainment
centre known as Jammin. Piramyd Megastore and Jammin were anchor tenants for Crossroads
(recently sold to Pantaloon for Rs 4 billion). In 2001, the group entered the business of food &
grocery retail with the launch of TruMart supermarkets in Pune.
They have around 18 TruMart stores covering 1.90 lakh sq. ft. registering a turnover of Rs 37.6
mn in 2005. Piraymd Megatsore’s contributes more than 70 % to their retail mix with a turnover
of Rs 112.8 mn. They plan to open 150 stores covering 75 mn sq ft of retail space in the next 5
years.
7. Subhiksha
Subhiksha is a Chennai-based, decade old, no frills, food, grocery, pharma and telecom, discount
retail chain. ICICI Venture Capital holds 24% in the equity capital of Subhiksha. It has more
than 500 stores across the country covering a retail space of more than 1 million sq ft with a
registered turnover of Rs 3.34 bn in 2006. It has a planned investment of Rs.300 crores to ramp
up its operations to 1200 stores by 2008.
New but potential BIG players
8. Bharti-Walmart
Their plans include US$ 7 bn investment in creating retail network in the country including 100
hypermarkets and several hundred small stores. They have signed a 50:50 percent joint venture
agreement with Walmart. Wal-Mart will do the cash & carry while Bharti will do the front-end.
9. Reliance
India’s most ambitious retail plans are by reliance, with investments to the tune of Rs. 30,000 cr
($ 6.67 bn) to set up multiple formats with expected sales of Rs 90,000 crores ($20 bn) by 2009-
10.
There are already more than 300 Reliance Fresh stores and the first Reliance Mart Hypermart
has opened in Ahmedabad. The next ones are slated to open at Jamnagar, followed by marts in
Delhi / NCR, Hyderabad, Vijaywada, Pune and Ludhiana.
10. AV Birla Group
They have a strong presence in apparel retailing through Madura garments which is subsidiary of
Aditya Birla Nuvo Ltd. They own brands like Louis Phillipe, Van Heusen, Allen Solly, Peter
England, Trouser town.
In other segments of retail, AV Birla Group has announced investment plans of Rs 8000 - 9000
crores in the first 3 years till 2010.
The acquisition of Trinethra (food & grocery) chain in the south has moved their tally to 400
stores in the country. Their “More” range of 15 supermarkets are slated to open at Nashik, Pune
and other tier II cities in Western India in 2007.

BIG BAZAAR AT NASIK

 STORE LOCATION

• Big Bazaar :: Nasik (Lawate Nagar)

Address : City Centre Mall (Sarda Mall) , Lawate Nagar, Nasik
Pincode : 422 002
State : Maharashtra
Phone : 0253 - 3918 280 / 81

• Big Bazaar :: Urban Space(Nasik)

Address : BB Urban Space, Nasik Pune Road, Next to Bell temple, Opp Indian Security Press
Hospital. Nasik
Pincode : 422101
State : Maharashtra
Phone : 0253 - 6627 830/33

• Big Bazaar :: Nasik

Address : The Zone, College Road, Nasik
Pincode : 422005
State : Maharashtra
Phone : 0253 - 6610 900 / 01
MERCHANDISE AT BIG BAZAAR, NASIK
 DATA ANALYSIS
1. This store has modern-looking equipment and fixtures.

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.

5. This store provides plenty of convenient parking for customers.

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.

6. Employees in this store has the knowledge to answer customers question.

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.

7. The behavior of employees in this store instills confidence in customers.

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.

8. Employees in the store give prompt service to the customers.

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.

10. The store offers high quality merchandise.

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.

11. This store accepts most major credit cards.

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 :

Gender Male Female

Marital status : Married Single

Strongly somewhat Neutral somewhat strongly

Disagree disagree agree agree
1. 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.

3. The store layout at this store makes it easy for __ __ __ __ __

customers to find what they need.

4. The store layout at this store makes it easy for __ __ __ __ __

customers to move around the store.

5. This store provides plenty of convenient parking __ __ __ __ __

for customers.

6. Employees in this store has the knowledge to answer __ __ __ __ __

customers question.

7. The behavior of employees in this store instills __ __ __ __ __

Confidence in customers.

8. Employees in the store give prompt service to the __ __ __ __ __

customers.

9. This store gives customers individual attention. __ __ __ __ __

10. The store offers high quality merchandise. __ __ __ __ __

11. This store accepts most major credit cards. __ __ __ __ __

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.