A

Project

ON

“SQUARE FOOT ANALYSIS” at

Pantaloons Retail (India) Ltd, BHUBANESWAR

Corporate Guide Faculty Guide

Mr.Sarthak Mohapatra Mr. Jyoti Ranjan Das

Marketing Manager Faculty of Marketing

Pantaloon Retail (India) Ltd IBCS

Submitted by:-

Ashis Kumar Panda

INSTITUTE OF BUSINESS AND COMPUTER STUDIES

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 Declaration

Hereby I declare that this project titled “SQUARE

FOOT ANALYSIS” at Pantaloon , Bhubaneswar is an original
work and this work has not been submitted earlier to ‘IBCS’
or else where in any form. The project work was carried
during 20th May to 5th July at Pantaloon , BBSR.

Ashis Kumar Panda

Institute Of Business &

Computer Studies
(IBCS)

SOA university

REGD.NO.-
0841333352
Session: 2008-
2010

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 ACKNOWLEDGEMENT

I acknowledge my indebt ness to our Dean Mr. P.K.

Mohanty who has given me the opportunity to work with
PRIL at Bhubaneswar.

First of all I express my sincere gratitude and profound

thankfulness to my Faculty guide Mr. Jyoti Ranjan Das for
her valuable advice and sincere guidance through out
preparation of this project
I also express my deepest gratitude to my Corporate
guide Mr Sarthak Mohapatra ( Marketing Manager),
Department Managers, Assistant Department Managers ,
employees of Pantaloons and to all my friends for giving
their valuable time to me for the fulfillment of my project.

Ashis Kumar Panda

IBCS
SOA UNIVERSITY
Regd.no.-0841333352

EXECUTIVE SUMMARY

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 • The selling of goods to consumers; usually in small
quantities and not for resale.
• Retail is the acid test of interaction between consumer
and product.

Here this two definition of retail is explained what is the

actual base of a retail industry. It is nothing except sale of
goods. So for a good retailer inventory is the primary
weapons for attack on the competitor in the same target
area. It is quite possible that money doesn’t matter for
selling huge quantity. Because first thing is that; it is a
growing market and there is room for every one. Second
thing is that the small business have there own strategic
attributes or competitive advantages. So only one thing is
that, to identify the people requirement at the right time at
the right place is one of the competitive advantages for a
retail industry.

“Being a fresher, I was excited right from the beginning

about my summer experience. The experience was so
different from what we are taught in a conventional
classroom. Interacting with people from the organization and
outside was very enlightening. Every point of contact was an
immense source of value additions. That was an opportunity
to get an exposure into real life business practices. Getting
work done from people was the greatest challenge and the
best learning experience I had.

This project was started with the aim of understanding

the store operation. After that the sale and to find out the
square feet contribution of the section is assigned to me for
study. I am enjoying a lot, actually in a retail store, display is
a more important one. It may attract the customer or escape
the customer from the store.

The basic objective of the study was total sale of the

section and to know the contribution of one section to the
entire store. This project was carried out in Pantaloons,
Bhubaneswar. Under the guidance of the Marketing Manager

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and my respected faculty guide, Institute of business &
computer studies. I tried my level best to provide a wide
coverage on the specific subject field.

For this purpose I have divided the research work into

four parts. Part one consists of introduction part which
includes retail space ,Govt. policy, organizational
characteristics chain stores ,company background ,future
group, awards, company vision, core values .
The second part consists of on the job training, learning
from CSD ,SHARE WITH US, exchange policy.
The third part consists of the detail description of
Pantaloons ,BBSR and my section & my project work
.Basically it consists of
• Pantaloons description
• Depot section description
• Sales analysis of depot section
• Square foot analysis of depot section

Fourth part consists of conclusion and recommendation &

bibliography part.

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 TABLE OF CONTENTS

1) CHAPTER -1 Page no.

 Introduction 7
 Objectives 14
 Scope 14
 Methodology 15

2) CHAPTER-2
 Company profile 17

3) CHAPTER-3
 Analysis 46
 Recommendation 55

4) CHAPTER-4
 Conclusion& Discussion 58

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 CHAPTER - 1

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 INTRODUCTION

ABOUT RETAIL

Retail is the second-largest industry in the WORLD both

in number of establishments and number of employees. The
U.S. retail industry generates $3.8 trillion in retail sales
annually, approximately $11,690 per capita. The retail
sector is also one of the largest worldwide.

Wal-Mart is the world's largest retailer and the world's

largest company with more than $256 billion (USD) in sales
annually. Wal-Mart employs more than 1 million associates
in the United States and more than 300,000 internationally.
The second largest retailer in the world is France's Carrefour.

RETAIL IN INDIA

India sometimes has been called a nation of

shopkeepers. India has topped the AT Kearney’s annual
Global Retail Development Index (GRDI) for the third
consecutive year, maintaining its position as the most
attractive market for retail investment.

The Indian retail market -- one of India's fastest growing

industries -- is expected to grow from US$ 350 billion to US$
427 billion by 2010. According to Euro monitor International,
the Indian Retail market will grow in value terms by a total of
39.6 per cent between 2006 and 2011, averaging growth of
almost 7 per cent a year.

Modern retail accounts for about 4 per cent of the total

retail market in India. This share is expected to increase to
about 15 -20 per cent with the entry of a number of
corporate into the segment. Modern retail formats have

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grown by 25-30 per cent in India in the last year and could
be worth US$ 175-200 billion by 2016.

RETAIL SPACE

Retailers in India are the most aggressive in Asia in

expanding their businesses, thus creating a huge demand
for real estate. Their preferred means of expansion is to
increase the number of outlets in a city, and also expand to
other regions, revealed the Jones Lang LaSalle third annual
Retailer Sentiment Survey-Asia.

Driven by changing lifestyles, strong income growth and

favorable demographic patterns, Indian retail is expanding
at a rapid pace. The country may have 600 new shopping
centers by 2010. Mall space, from a meager one million
square feet in 2002, is expected to touch 40 million square
feet by end-2007 and an estimated 60 million square feet by
end-2008.

GOVERNMENT POLICY

There has been vigorous opposition to foreign direct

investment (FDI) in retailing from small traders who fear that
foreign retailing companies would take away their business,
lead to the closure of many small trading businesses and
result in considerable unemployment. Given the political
clout of the small trading community, because of their
enormous numbers, the government has barred FDI in
retailing since 1997. Hence, at present, foreign retailers can
only enter the retailing sector through franchising
agreements.

ORGANIZATIONAL CHARACTERISTICS

Given the traditional and underdeveloped state of the

Indian retail sector, the organizational characteristics of
retail enterprises are rudimentary. Most of them belong to

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independent enterprises in the form of small family
businesses.

Cooperatives have been present in India for several

decades, spurred by the encouragement given by the Indian
Government, which viewed the cooperative movement as an
integral component of its erstwhile socialist policies.
However, since the 1990s, there has been a reduction in
government support for cooperatives. In 2002, there were
about 35,000 outlets run by cooperatives.

Economic liberalization, competition and foreign

investment since the 1990s led to a proliferation of brands
with both foreign and Indian companies acquiring a strong
brand equity for their products. Hence, franchising emerged
as a popular mode of retailing. Sales of franchises grew at a
rapid pace of 14% per annum over the review period. In
2002, there were over 5,000 franchised outlets.

The other major retailing organisation format is multiples,

better known as "chain stores" in India. In 2002, there were
about 1,800 chain stores. Among the various organisational
formats, sales of chain stores grew at the fastest pace, with
sales growth during the review period averaging 24% per
year.

FOODRETAILERS

There are a large variety of retailers operating in the

food retailing sector. This is not surprising considering the
enormous size of the market for food. However, traditional
types of retailers, who operate small single outlet businesses
mainly using family labour, dominate this sector. In
comparison, supermarkets account for a minuscule
proportion of food sales. This is because of the strong
competitive strengths that traditional retailers possess.
These include low operating costs and overheads, low
margins, proximity to customers, long opening hours, and
additional services to customers (such as home delivery).
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Nevertheless, supermarket sales expanded at a much higher
rate than other retailers. This is because greater numbers of
higher income Indians prefer to shop at supermarkets
because of convenience, higher standards of hygiene and
the attractive ambience.

HEALTH AND BEAUTY PRODUCTS RETAILERS

With growth in incomes, Indians have been spending more

on health and beauty products. As in the case of other
retailing sectors, small single-outlet retailers also dominate
sales of health and beauty products. However, in recent
years, a couple of retail chains specializing in health &
beauty products have sprung up. At present, they account
for only a tiny share of sales of these products. However, as
Indians spend more on such products in future, their
business will undoubtedly expand substantially. There is also
scope for entry of more such chains.

CLOTHING AND FOOTWEAR RETAILERS

Numerous clothing and footwear shops are to be found

in Indian cities and towns, especially in shopping centers and
markets. These are a mix of traditional and modern stores.
Traditional outlets are small and cramped with little
emphasis on alluring displays. They basically stock a limited
range of cheap and popular items. In contrast, modern
clothing and footwear stores are spacious with sample
products attractively displayed in windows, sometimes with
mannequins. Just as in the case of food retailing, there are
also a huge number of retailers selling clothing and footwear
in makeshift stalls or on footpaths. Because of their rock-
bottom prices, which are much lower than prices of branded
products, they attract a large number of customers.

DURABLE GOODS RETAILERS

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 The entry of a large number of foreign consumer
durable companies into the Indian market during the 1990s
after the government liberalized its foreign investment and
import policies transformed this sector dramatically. A much
larger variety of consumer electronic items and household
appliances became available to the Indian customer.
Competition among companies to sell their brands provided
a strong impetus to the growth for retailers operating in this
sector.

FORECAST TOTAL RETAIL SALES

Retail sales (in real terms) are predicted to rise more

rapidly than consumer expenditure during 2003-2008. The
forecast growth in real retail sales during 2003-2008 is 8.3%
per year (compared with 7.1% for consumer expenditure).
Inevitably, modernisation of the Indian retail sector will be
reflected in rapid growth in sales of supermarkets,
department stores and hypermarkets. This is because of the
growing preference of the affluent and upper middle classes
for shopping at these types of retail stores, given the
conveniences they offer such as shopping ambience, variety
and a single-point source for purchases. Hence, sales from
these large format stores are predicted to expand at growth
rates ranging from 24% to 49% per year during 2003-2008.
However, such rapid growth is from a small base. Hence,
they will continue to account for only a small share of total
retail sales in 2008.

FOOD RETAIL

Food dominates the shopping basket in India. The US$

6.1 billion Indian foods industry, which forms 44 per cent of
the entire FMCG sales, is growing at 9 per cent and has set
the growth agenda for modern trade formats. The prospect
for growth of the branded segment is huge, as nearly 60 per
cent of the average Indian grocery basket still comprises
non-branded items.

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 Of the 12 million retail outlets (which is the largest in the
world), over 5 million sell food and related products. Some of
the large players in this market are Kishore Biyani’s Food
Bazaar, Mukesh Ambani’s Reliance Fresh, Godrej Agrovet,
the Aditya Birla Group, and the Tata Group (which acquired
70 per cent stake in Innovative Foods from the Amalgam
Group) among others.

THE MOBILE REVOLUTION

The retail market for mobile phones - handset,

accessories and airtime - is already an over US$ 17.33-billion
market growing at the rate of 15-20 per cent. With the
number of mobile users expected to cross 220 million by the
year end (and 550 million by 2010), many players have been
chalking out aggressive plans:

• Spice Group plans to invest US$ 123.8 million in the

next two years in its telecom retail venture, HotSpot
Retail.
• Essar Group plans to invest US$ 278.56 - 334.24 million
over the next three years in its telecom retail venture.
• Hypermarket chains like Subhiksha have started
exclusive stores for mobile retail - Subhiksha Mobile
and Big Bazaar with M Bazaar.

LUXURY BRANDS

With consumers for luxury goods more in numbers than

adult population of several countries, many luxury brands
have been attracted to set up shops in India to tap the
growing market. Many companies such as Bang & Olufsen,
Escada, Brioni, Chanel, Louis Vuitton, Versace, Fendi,
Valentino, and Swarovski among others have already
opened shops in the country.

According to the India Luxury Trends 2006, prepared by

KSA Technopak, consumer base in this segment is expected
to treble by 2010.

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KIDS' RETAIL

When it comes to Indian children, retailers are busy bonding

-- and branding:

• Monalisa, the Versace of kids, is coming to India.

• Global lifestyle brand Nautica is bringing Nautica Kids.
• International brand Zapp tied up with Raymond to foray
into kids'apparel.
• Disney launched exclusive chains which stock
character-based stationery.
• Pantaloon's joint venture with Gini & Jony will set up a
retail chain to market kids' apparel.
• Swiss kidswear brand Milou is collaborating with
Tirupur-based Sreeja Hosieries.
• Turner International India Pvt Ltd. will launch Cartoon
Network Townsville and Planet POGO -- two theme
parks designed around its channels -- in the National
Capital Region.
• Sahara One Television has signed a Memorandum of
Understanding to source content from Spacetoon Media
Group, Middle East's largest kids' entertainment brand
for animation and live action content.

AGRICULTURAL RETAIL

India’s large consumer base along with export potential and

reforms in agriculture (such as opening up of many
agriculture sectors for 100 per cent FDI, allowing farmers to
sell their produce directly to buyers) have attracted a large
number of corporates into the agricultural retail segment.

• For its e-Choupal scheme, ITC built internet kiosks in

villages to provide farmers access to latest information
on weather, market prices and foods in demand among
other things.
• With a US$ 5.6 billion, multi-year investment in
agriculture and retail, Reliance Retail will establish links
with farms on several thousand acres in Punjab, West
Bengal and Maharashtra.
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• FieldFresh, planning to become India's first large-scale
exporter of produce, will annually pay farmers over US$
30,000 to lease land for vegetables, to hire tractors and
to pay their workers.
• PepsiCo, with agriculture exports worth US$ 40 million,
has launched a five-year program with the Punjab
Government to provide several hundred farmers with
four million sweet-orange trees for its Tropicana juices
by 2008. It has also introduced farmers to high-yielding
basmati rice, mangoes, potatoes, chillies, peanuts and
barley for its Frito-Lay snacks.

2) Objectives

 Most important objective being the generation of

more revenue towards the company as much as
possible.
 To built a good relationship with the customers and to
create a conducive climate for both the customers and
the sellers.
 To gain awareness regarding customers relationship,
customers choice, preferences and every details
about the mode of operation of the company.
 To make the customer aware of the product, lunch of
new products, benefits of products, its ranges,
advantages, buying pattern of the consumers etc.
 To better understand the need of the customers and
try to harmonize the relationship between the
customers and the goods and service providers.
 To learn to built a worm and cordial relationship
between the staffs.

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3) SCOPE
To have the corporate knowledge about the retail
sector in Pantaloons , this research is confined to the retail
outlet at Bhubaneswar.

4)METHODOLOGY
From the store I got the data through secondary collection
method . The data was collected from the organization
system storing information. Every week sales ,target and
respective achievement was collected from the system.

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 CHAPTER-2

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 COMPANY PROFILE

PANTALOON RETAIL (INDIA) LIMITED

Pantaloon Retail (India) Limited is India’s leading retailer

with a turnover of Rs. 2500 crore (US$242 million) for the
financial year ended June 2006. The company has a retail
presence across various segments including food, fashion
and footwear, home solutions and consumer electronics,
books and music, wellness and beauty, general
merchandise, telecom and IT, E-tailing, leisure and
entertainment and financial products and services.

The company operates multiple retail formats catering

to a wide cross-section of the Indian society. In the Lifestyle
retailing segment it has Pantaloons (department store),
Central (seamless malls), Blue Sky (fashion accessories) and
ALL (fashion apparel for plus size individuals). The
company’s value retailing ventures include Big Bazaar
(hypermarket), Food Bazaar (supermarket) and Fashion
Station (popular fashion).
Headquartered in Mumbai (Bombay), the company
operates through 5 million sq ft of retail space and has over
420 stores across 25 cities in the country. Till date, PRIL has
secured about 10 million sq ft of retail space that will be
operational by endof2008. PRIL employs over 12,000 people
and has a customer base of over 12 crore Indians.

The company was incorporated on October 12, 1987 as

Manz Wear Private Limited. It was converted into a public
limited company on September 20, 1991 and its name was
subsequently changed to Pantaloon Retail (India) Limited.
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FUTURE GROUP

Future Group is India’s leading business group that

caters to the entire Indian consumption space. Led by Mr.
Kishore Biyani, the Future Group operates through six
verticals: Retail, Capital, Brands, Space, Media and Logistics.
Pantaloon Retail (India) Limited is part of Future Group, a
diversified conglomerate with presence in multiple
consumer-centric businesses. The Future Group operates
through six verticals: Future Retail, Future Capital, Future
Brands, Future Space, Future Media and Future Logistics.
Future Capital is the financial arm of the group and is
involved in asset management (both private equity and real
estate funds) with plans to get into other financial services
including insurance, credit and other consumer related
financial services.

Future Group is in the line of business.

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 LINE OF BUSINESS
FASHION

JOINT VENTURES & PARTNER COMPANIES

The company has a stake in Galaxy Entertainment that

operates chains like Chamosa, Rain, Lush, F123, Bowling
Company, Sports Bar and Brew Bar.
FOOD
It also has a stake in Planet Retail Holdings that owns the
franchisee of brands like Marks & Spencer, Guess,
Debenhams, The Body Shop and Puma in India.

PRIL has entered into joint ventures with kids apparel

manufacturer - Gini & Jony and Liberty Shoes.
GENERAL
Pantaloon Industries owns a majority stake in Indus

MERCHANDISE
League that markets brands like Indigo Nation, Scullers,
Urban Yoga and Jealous.
Pantaloon has own many awards for its Excellency in
retail business. Some important awards are-:
AWARDS:
2007

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 National Retail Federation Awards
International Retailer for the Year 2007 – Pantaloon Retail
(India) Ltd

The National Retail Federation is the world’s largest

retail trade association with over 1.4 million members in the
US and across the world. Some of the past winners of the
award include Metro AG (Germany), Carrefour (France), Zara
(Spain), Boticario (Brazil) and Ito Yokado (Japan). The award
was presented at the Retail’s Big Show held in January 2007
in New York.

World Retail Congress Awards

Emerging Market Retailer of the Year 2007 – Pantaloon
Retail (India) Ltd

The inaugural World Retail Congress held in Barcelona, Spain

in March 2007 attracted over one thousand retail
professionals from over sixty countries. The awards were
decided by a multinational Grand Jury. Winners in other
categories included Inditex, Mall of Emirates, Marks &
Spencer and IKEA.

Hewitt Best Employers 2007

Best Employers in India (Rank 14th) – Pantaloon Retail
(India) Ltd

Leading human resources consultancy, Hewitt Associates

conducts an annual survey of the best employers in India, as
part of its global initiative. It is based on CEO interview,
People Practices Inventory and Employee Opinion Surveys.
Pantaloon Retail became the only retailer to feature among
the twenty-five best employers in India.

PC World Indian Website Awards

Best Indian Website In The Shopping Category -
Futurebazaar.com

PC World, a leading consumer technology magazine selected

the best Indian websites in various categories based on use
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of technology for delivering solutions, information being
presented in an intuitive and concise manner and overall
experience aided by design.

Reader’s Digest Trusted Brands Platinum Awards

Trusted Brands Platinum Award (Supermarket Category) –
Big Bazaar

The Reader’s Digest awards are based on surveys done

among consumers by independent research agency, Nielsen
Media Research. This is the second consecutive time Big
Bazaar has won this award.

2006

Retail Asia Pacific Top 500 Awards

Asia Pacific Best of the Best Retailers – Pantaloon Retail
(India) Ltd
Best Retailer in India – Pantaloon Retail (India) Ltd

The Retail Asia publication in association with EuroMonitor

and KPMG honours the best retailers in 14 countries across
the Asia Pacific region. The awards were presented in
Singapore in October, 2006.

Asiamoney Awards
Best Managed Company in India (Mid-cap) – Pantaloon retail
(India) Ltd.

The Asiamoney publication conducts a poll among fund

manages and investors and does a quantitative analysis of
financial performance to select best managed companies in
Asian countries.

Ernst & Young Entrepreneur of the Year Award

Ernst & Young Entrepreneur of the Year (Services) – Kishore
Biyani

Considered to be one of the most prestigious business

awards in India, a jury comprising leading names in Indian
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business selected the winners based on courage, creativity,
passion, endurance and vision.

CNBC Indian Business Leaders Awards

The First Generation Entrepreneur of the Year – Kishore
Biyani

2005
Images Retail Awards 2005

PRIL – Most admired retailer of the year

Food Bazaar - Retailer of the year (food and grocery)

Big Bazaar – Retailer of the year (value retailing)

Central – Retail launch of the year

Business Today selected PRIL among:

Top 20 companies in India to watch in 2005
India’s most investor-friendly companies in the top 75
India’s biggest wealth creators in the top 100

2004
Images Retail Awards 2004

PRIL – Most admired retailer of the year

Food Bazaar - Retailer of the year (food and grocery)

Big Bazaar – Retailer of the year (value retailing)

Central – Retail launch of the year

Reid & Taylor and DLF Awards

PRIL – Retailer of the year

2003
Indian Express Award
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PRIL- Marketing excellence and excellence in brand building

MAJOR MILESTONES

1987 Company incorporated as Manz Wear Private

Limited. Launch of Pantaloons trouser, India’s first formal
trouser brand.

1991 Launch of BARE, the Indian jeans brand.

1992 Initial public offer (IPO) was made in the month

of May.

1994 The Pantaloon Shoppe – exclusive menswear

store in franchise formal launched across the nation. The
company starts the distribution of branded garments
through multi-brand retail outlets across the nation. John
Miller – Formal shirt brand launched.

1997 Pantaloons – India’s family store launched in

Kolkata.

2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ -

India’s first hypermarket chain launched.

2002 Food Bazaar, the supermarket chain is launched.

2004 Central – ‘Shop, Eat, Celebrate in the Heart of
Our City’ - India’s first Seamless mall is launched in
Bangalore.
2005 Fashion Station - the popular fashion chain is
launched. aLL – ‘a little larger’ - exclusive stores for plus-size
individuals is launched.
2006 Future Capital Holdings, the company’s financial
arm launches real estate and Horizon and private equity
fund Indivision. Plans forays into insurance and consumer
credit.
VISION

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We will Corporate provide Everything, Everywhere, Every
time to Every Indian Consumer in the most profitable
manner Factory, EZone, Depot and futurebazaar.com are
launched across the nation. Group enters into joint venture
agreements with ETAM Group and Generali.
Core Values:

Indian-ness – confidence in ourselves

Dedication – to customer satisfaction
Leadership – to be a leader both in thought and business
Self Development – by continuous hard work
Respect – for every individual
Introspection – leading to purposeful thinking
Corporate Credo is - Rewrite rules, Retain values

Things learnt regarding Customer Service Desk

(CSD)

• Customer service involves the many concrete, minute

actions performed by everyone in an organization to
keep the customer satisfied and delighted.

• Customer service means meeting and extending the

need and aspirations of the customers. It’s also all
about customer’s expectations and needs.
• Every business depends upon customer’s base. So, we
need to satisfy the customers at any cost, because not
satisfying a customer might leads to loss of a customer
permanently.
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 • Customer service is not a single and one handed
activity; rather it should be reflected in each and every
activity that is being undertaken at the store.
• The impression that a customer service desk (CSD) can
leave on the heart and mind of the customer’s are very
strong. They are really like the interface between the
customer and the organization itself.
So, a better and efficient management of customer service
desk can only act as a guiding principle is running an
organization.

Work of the CSD

Customer service desk is the most vital part in a big
goods and services providing company. We need utmost
care while dealing with the customers, because they are
really the king in this perfect competitive market structure.
So, modern to expand the business we not only need
large scale production, but at the some time also better
management of the customer related issues. An efficient
CSD can only enhances the customer base for a product on
a company, because it creates a sense of satisfaction.

Varies type of signage which should be on the CSD

1. Tailoring facilities available here.

2. Gift wrapping
3. Foreign currency accepted
4. Alternation policy
5. Free home delivery
6. Emergency telephone number
7. Intercom number of all section
8. Number of all managers
9. Description of vouchers (various)

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 In a CSD various types of registers are being maintained.
And every year on 1st of July a new register book will be used
for maintaining the essential information like….

1. Footfall register
2. Sales return register
3. Announcement register
4. Gift wrapping register
5. Deposit register
6. Lost and found register
7. phone call register
8. Free gift issuing register from CSD
9. Free gift issuing register from Warehouse to CSD
10) Advertisement register
11) Enquiry register

1. Footfall register

It means the no. of customers enters into the business

concern or the no. of people per day visit. It creates a
sense regarding the demand condition of the
outlets.Through this register we can get knowledge
regarding the trend, the rate at which the no. of
customers is either increases or decreases and findout
suitable methods to solve them.

2. Sales return register

It registered all the details of the customers who have

returned their products due to any cause.In sales return
register includes the details of previous cash memo, date

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 total value of bill, product code and credit note no. and the
date of making credit note and amount of credit note.
It may be due to improper size, colour, defective items,
wrong product information, doesn’t like it etc.
So, this register should be maintained properly to findout
the common causes responsible for such faults and try
from our side to get rid of this problem.

3. Announcement register

It announces the discount, schemes that are in

prevalence; update all the previous discounts and
schemes.We can study and findout through this register
under exactly which schemes and policies, the sales are up
and under which schemes and discount offers the sales are
down and can make future projection and set targets by
setting the desired offers.
Announcements regarding schemes and offers to be
strictly made from customer service desk by customer
service executives. Nominated person from respective
departments to give the offer details in writing to CSD
executive well in advance .Before announcing the offers
CSD executive to note the announcement details in
announcement Register.

4. Gift wrapping register

Gift wrapping register is something where after purchase

the item, we will freely gift packs the gifted products. So as
to provide an extra in centime to the consumers.
We have the Gift Wrapping facility at our store so that
our customers can get the merchandise gift-wrapped free of
cost. We need to ensure that we provide this facility in an
efficient and artistic manner just like a true professional. Gift
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wrapping should be done by the customer service
executive.Appropriate signage to be put at CSD to indicate
Gift Wrapping Service.
At least 5 different styles of gift wrapping paper to be always
available at the Gift wrapping counter. Ensure that you have
10 sheets of each style. Whenever gift wrapping is done, it
needs to be recorded in the register.
We need to ensure that merchandise bought only from
our store to be taken for gift wrapping. To facilitate this we
need to ask the customer to produce the cash memo for the
merchandise brought for gift wrapping

Gift Wrapping Process:

• Gift Wrapping Executive to

– Request customer for the cash memo
– Verify the product with the cash memo
– Check for security tags
– All tags must be removed
– Ask customer for removal of Price Sticker
• Gift Wrapping Executive To
– Wrap the product neatly in an artistic manner
using the Gift Wrapping Style Paper
– Paste the name card on the gift wrap
– Update the register for the gifts wrapped daily
• If the customer asks only for the Gift Wrapping Paper
– Customer Service Executive to request the
customer for the cash memo
– If the cash memo is presented
– Then hand over the Gift wrapping paper to the
customer
– If the cash memo is not presented

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 – Inform the customer that Gift Wrapping Paper can
be given only after verifying the cash Memo.
Merchandise not purchased from our store should not be Gift
Wrapped

5. Lost and found registers

Sometimes some products are getting lost within the

shop due to the mismanagement or some irregularities on
the part of the authority. So a proper register should be
maintained so as to avoid the incidence.
By maintaining the register we can contract the
person after the recovery of the item. For lost items
customer needs to make a request. Before announcing
the CSE to write the announcement along with details of
lost item. CSE to make an entry in the Lost & Found
Register.

6. Advertisement register

It records all the advertisements that have been given in

various newspapers You cut that advertisement page and
attach the advertisement register at the top mention the
date.
Here we can make an analytical study of the effects of
advertisements on the sales. So, it is very much important

7. Phone call register

Here the customer calls any body in the store.
It’s a promotional activity.
• To assist customers by
– Providing them information over the phone
– Allowing them to make calls free of cost from the
store
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 • Store tel. no. mentioned on cash memo should be valid
& working
• CSE to be updated with the various current & future
offers at store
• CSD should have Ext. No. of all departments for
transferring the calls speedily
• Calls made by customers will be Free of Cost
• If any customer wants to make a telephone call
– They should be directed to the CSD
– Ensure telephone is accessible to the customer
– Do not charge for the call

Incoming Call Process:

• Pickup the phone within 3 rings

• CSE to answer calls by greeting the caller for the time
of the day e.g.: “Good Afternoon, Pantaloons”
• On requisition of Customer, CSE to transfer the line to
an employee
• If a customer enquires about the availability of a
particular product
• Ask the customer to hold the line
• Speak to concerned Dept. for availability
• Give correct information to the customer
• If not available, note the Name, Tel. No. and E-
mail of the customer and reply on the same when
available
• If a customer has any other query
• CSE to solve the query
• If fails, note the customer’s name & tel. no. and
reply back on the same to resolve the query
• Always wish the customer before closing the call as
follows: “Thank you for calling Pantaloons ……Do visit
us. Have a Great Day”
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 8. Free gift issuing register from CSD

Customer service desk some times provides gifts and

offers to the customers as a promotional activity.
• Free Gifts are inevitable in the retail industry
• Effective Management ensures that benefits of
promotions and free gifts are passed on to customers
• Consumer offer
• “Free gift” is printed on the product and is a part
of a national promotion being run by the supplier
• Free gift could be inside the product, taped with
the product or in loose form
• Special Offer
• Free gift which is not printed on product but given
free of cost by vendor
• If any free gift is printed on the SKU
• Check if the free gift is inside the product
• If yes, do not make an entry into the free gifts
register
• If the free gift is in loose form, entry needs to be
made into the free gifts register
• For products taped with the product, just check
that all products have the free gift taped with
them.

9. Enquiry register

Every company maintains an enquiry register of all the

customers. That makes a call or visit personally to the
counter to have some information regarding the product
lines or regarding the schemes on offers being given

10. Deposit register

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 Employees when find any thing in the store, they deposit in
CSD, that deposited things are recorded in one register
which name is deposit register.

11) Free gift issuing register from ware house to CSD

• The systematic receipt of free gifts at store warehouse

• Distribution of free gifts through CSD
• The warehouse is responsible for keeping record of the
free gifts received at the store
• The person receiving the merchandise at the
warehouse is to check
– If any vendor run promotions are going on for the
SKUs supplied
– If any free gift is printed on the SKU
• If any free gift is printed on the SKU
– Check if the free gift is inside the product
– If yes, do not make an entry into the free gifts
register
– If the free gift is in loose form, entry needs to be
made into the free gifts register
For products taped with the product, just check that all
products have the free gift taped with them

In Store Announcements:

 To enhance customers shopping experience by

– Updating them about the on-going schemes,
discounts and offers.
– Staff announcements for effective functioning and
smooth operation

Types of Announcements:
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 • Daily Announcements
• Schemes
• Staff Announcements
• Customer Announcements
• Announcing for Lost and Found items.

In store Announcement Process:

During store opening, dummy announcements to be

made by Customer Service Executive to ensure proper
functioning of sound systems.
CSE should check for clarity & volume of sound.
• Announcement registers to be maintained & updated
on a regular basis
• All messages must be concise, crisp and clear
• Turn down the music while making an announcement

Before announcing the offers CSD executive to note the

announcement details in Announcement Register and
rehearse the announcement.
• Schemes
– CSD executive to make an announcement in
creative and effective manner to attract
customer’s attention
– Offer Announcement to be customized depending
upon the location of the store / season / festival
– Announcements to be made in English / Hindi one
of the local languages
• Closing Announcements
– To be made daily 30 minutes before actual closing
• Opening Announcements
– To be made daily after 30 minutes of store
opening
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• Closing Announcements
“Dear Customers, we are now nearing the closing time.
We request you to expedite your shopping and proceed
towards the cash counter. Thank you for shopping with us.
Have a pleasant evening. Our store will open at 10:30 a.m.
tomorrow. Please do shop with us again.”
• Opening Announcements –
“ Good morning to all the customers present at
pantaloons. Have a great shopping experience and a
great day. I request all the staff to be at their respective
locations. Thank you!”

Share with Us:

Objective of this program “Share with Us” – is to provide our
customers a medium to express their feeling and share their
experience at our store. We use this feedback to understand
their requirement and develop or modify our processes to
serve them better.
3 way by which customer can register their feedback

 Share with us book.

 Share with us forms.
 E-mail.

To encourage the customers to register their feedback

with us, there are signage’s to be placed in the store. These
signages should communicate various medium by which the
customer can register their feedback. Signage’s should be
placed at CSD counter and other prominent locations in the
store. The signages should be of 2 feet – by – 2 feet
standard. Store VM In-charge to ensure that signage’s
standards are adhered to in the store.
Customer feedback program
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  It is need because people provide it.
 To demonstrate the industry’s competitiveness.
 To put good attitude of their employees towards their
customers.
The customers need a medium to express their feeling
and share their experiences at our store.
 It’s sole aim is to
 Understand the customer.
 To design better methodologies to processes and
serve the better.

3 Golden rules of business:

1st Rule
Good business sense should prevail while serving customers.
2nd Rule
The executive at the customer service desk should never
say ‘NO’ to the customers.
The managers should be the final authority in case of any
exceptions that are to be extended to the customer.
3rd Rule
If the merchandise is brought for exchange is from our chain
of stores and it can be resold at our store then it should be
taken back from the customers.
 To boost customer satisfaction by exchanging the
required/scheduled products offering better options.
 To deal with issues pertaining to product defects in the
purchase.

EXCHANGE POLICY (Terms and condition)

 You will exchange the product with in 7days from the

date of purchase only with the cash memo.

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 Exchange to be facilitated on all days during working
hours .
 Merchandise that can pose a health hazard, cannot be
exchanged
 Merchandise are guaranteed against all manufacturing
defects to exchange a product, customer needs to
provide cash memo of the purchase.
 You can’t be exchanged Books, Body Care Products, CD
ROMS, Cosmetics, Crockery, Hair Accessories,
Jewellery, Pens, Pharmaceuticals, Music, Soft Toys,
Stationery, Toiletries, Undergarments and Utensils.
 Non-repairable Defects in Electronic goods should be
covered under the warranty Repairable Defects in
Electronic goods should be repaired under the service
warranty
 For high value / electronic merchandise, request the
customer to break the seal of package at the store and
confirm the perfect condition of the merchandise Pre-
Delivery Inspection should be carried out for home
delivery of high value merchandise.
 Promotional products should be exchanged for the
same products even if the scheme does not exist any
longer.
 Merchandise should be exchanged even if it is brought
from any of our chain store
 Exchange should be done through a system’s inward or
a manual documentation
 Altered, Damaged, Used, Discounted and promotional
Merchandise also can’t be exchanged.
 After sales services for watches, electronics, home
appliance, telephone etc. will provided by the
authorized service centers of the manufacturers.

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  Sarees, Shoes and other items will not be exchanged
unless returned in original condition.
 In case of repairable defect in Shoes, Spectacles,
Electronic items, it will repaired and not exchanged.
 The big bazaar staff reserve the right to determine
whether the goods have been damaged or used
 Merchandise should be returned to the store it was
bought from or treated as per the Store Manager’s
discretion

Retailing affects every fact of life. Just think of how

many contacts you have with retailers when you eat meals,
furnish your apartment, have your car fixed, and buy
clothing for a party or job interview. U.S. retail sales in 2001
were $3 trillion. These official statistics include only store
and catalog sale; they don’t include other type of non-store
retail sales, such as Internet sale to consumers, TV home
shopping, and sales of service to consumers such as movie
tickets, hotel rooms, and legal assistance. In 1997, there
were 2889041 retail firms in the United States.
Sales or the performance of the store can be
measured in the following ways:

1. Gross Margin Return on Investment (GMROI) -

2. Measuring sales per square foot- This is calculated

by dividing the total sale by total square foot of selling
space of the store. Such as a store generate 5 lakhs in
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a day and the total selling space is 10000 square foot,
then sales per square foot = 500000/10000= Rs 50 per
square foot.
3. GMROF- Gross Margin Return on Footage is
measuring the foot fall for a specific period to the sale
of a store in specific period. Total sales of a store
divided by the total foot fall in the store. For example,
total sales of a store in a day is 500000 and total foot
fall is 2000, then GMROF= 500000/2000=Rs 250 per
foot fall.
4. Monthly Sales Percent Distribution- This method is
simplest method to analyse and plan the total sales of
a store that a store is going to achieve within a year. In
the first initial stage of the plan projects what
percentage of the total sales is expected to be sold in
each month, Such as 21 percentage of the six month
sale is accepted to occur in April.

About Pantaloons, Bhubaneswar

SM : J. Narayan Pooja Panda

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 ASM : Rahul Nair

HR : Mekon Swain

Size : 58,000 sq. ft.

Pantaloon Retail (India) Limited (PRIL) on Friday

(12-10-2007) launched its second largest store of the
country in Bhubaneswar near Trupti Filling Station at Sahid
Nagar with the total floor area spreading across 58,000
square feet. The store adds a new dimension to life style
retailing and houses a range of Pantaloons brands like John
Miller, Lombard, Urbana, RIG, UMM, Koryo, Sensei, and
many more with a total of 17 b0wn brands featuring
different retail formats such as eZone, Depot, Gen M, Mela,
Planet Sports, Blue Sky and Food Bazaar, the store was
targeting high income groups including IT professionals in
the city. This store at Bhubaneswar is the 35th unit
spreading across 16 cities of the country. The company
also introduced escalator in the store, which would be a
first experience for many in the State. The store has four
flours packed with latest models of electronic goods,
sportswear, apparel and accessories including formats for
plus sized men and women and watches and electronic
goods. Its description is given below:

STORE LAYOUT:-

Ground floor :

Mela & gift article

Blue sky watches & sunglasses

Gen-M

Cosmetics & Fragrances

Fine Jwellery

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 Lingerie & Nightwear

ALL ( the plus size zone)

Women’s party wear.

Women’s young fashion

Women’s ethnic

Women’s formals

Women’s casuals

1st floor :

Depot

Infant

Toys

Kidswear

Active wear

Men’z party wear & ethnic

Men’z suits & blazers

Men’z casuals

Men’z formals

2nd floor :

Men’z young fashion

Men’z active wear

Men’z accessories

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 eZone

Footwear

3rd floor :

Café’ ( yet to open )

Food Bazaar

Gaming ( yet to open )

MY SECTION – DEPOT

Depot section is a part among different section of

pantaloons which takes about 680 square feet of total
Pantaloons square feet. It is present in front of the entrance
to 1st floor.It consists of different collections of books items
and stationary items . The different collections available
here are as follows
1) Management books
2) General reference books
3) Cookery books
4) Fictions
5) Junior Fictions
6) Early Readings
7) Children Activity Books
8) Pens
9) Children Stationary
10) Office Stationary
11) Gift Items
12) Bin items

OFFERS MADE AVAILABLE IN DEPOT SECTIONS

1) Offers for Management and fictional Books were get

30% off on every item for three weeks of my
training period and for next three weeks it was
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 made buy one get one free on every Management
and Fictional Books.

2) Oxford dictionary were made available at just

Rs.119 instead of Rs.155 & at Rs.79 instead of Rs.110.
All the Webster Dictionaries are made available to the
customer at just Rs. 99.
3) In pen item offer was BUY ONE GET ONE FREE on
Flair and some items of Pentel categories.
4) In children stationary the offer was any customer
can win a laptop,desktop,DVD Player or DVD
through Lucky Draw if and only he purchases Rs.
100 above on Natraj and Apsara items.
5) Offer on Navneet notebooks was purchase 12
notebooks & get Rs. 50 off.
6) 30% off on all Flair calculators.
7) 30% off on all Disney items.
8) 40% off on all CD holders of Rs.109 & Rs.69.
9) 40% off on lunch box worth Rs.149 & water bottle
worth Rs. 119.

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OFFERS GOING ON IN THE STORE DURING THE TRAINING
PERIOD:-

Shop Rs 3000/- at Pantaloons and get a 7 pcs

jog set worth Rs 749 at Rs.149.This offer is known as Ticket
Size Offer.

FASHION FRIDAY’S OFFER:-

1) Your 1 star Green Card has the power to get you a 5%

discount.
2) Your 3 star green card gets you a 10% discount
3) Your 5 star green card gets you a 12.5% discount
4) Your 7 star green card gets you a 15% discount.

GREEN CARD:-

Now Pantaloon Green Card is more powerful. When you

shop with Green Card, you get rewarded instantly.

Shop for any amount at pantloons and enroll for a green

card.

1 star green card member gets Rs200/- gift voucher on

enrolment.

3 star green card member gets a 5% discount.

5 star green card member gets a 7.5% discount .

7 star green card member gets a 10% discount.

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 CHAPTER-3

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SALES ANALYSIS OF DEPOT SECTION

Sales analysis of a week has analysed in putting the

sales amount in week format and then analysed it through
the bar chart. The ups and down shows the impact of normal
day like Tuesday -4.11 and high volume sales Saturday-5.85
with the offers of weekends. In the other cases the sales are
showing that the weeks affect in sales and side by side the
purchase behavior of the customer. The data about all the
weeks were collected from the organizational system . The
data related to every week ,their target and respective
achievement were collected in the form of table and was
analysed successfully.

WEEK-47

DAY MON TUE WED THU FRI SAT SUN

TARGET 1714 1714 1714 1714 1714 1714 1714
2 2 2 2 2 2 8
ACHIEVED 1028 1014 1345 1036 1343 1365 1715
2 9 9 9 9 7 4
ACHIEVED 59.9 59.2% 78.5 60.4 78.3 79.6 100%
PERCENTA % % % % %
GE

The detailed graph of week 47 is represented as per

following

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 WEEK-47
20000

15000
TARGET
10000 ACHIEVEMENT

5000

0
MON WED FRI SUN
DAYS
WEEK-48

DAY MON TUE WED THU FRI SAT SUN TOTAL

TARGET 1871 1871 1871 1871 1871 1871 1871 13100
4 4 4 4 4 4 6 0
ACHIEV 9616 1424 1257 1472 1836 1449 2425 10826
E 6 1 1 1 6 5 6
MENT
% OF 51.3 76.1 67.1 78.6 98.1 77.4 129.5 82.64
ACHIEV % % % % % % % %
E
MENT

The detailed graph of week-48 is represented as follows

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 WEEK-48

30000
25000
20000
15000 TARGET

ACHIEVEMENT
10000
5000
0
MON WED FRI SUN
DAYS
From the above graph it is clear that the section is able
to touch it’s target on Friday and on Sunday it exceeds to it’s
predetermined target. This is mostly because of more
number of customer entry.

WEEK-49

DAYS MON TUE WED THU FRI SAT SUN TOTAL

TARGET 1900 1900 1900 1900 1900 19000 1900 13300
0 0 0 0 0 0 0
ACHIEV 1147 1429 9771 8013 1520 20637 1699 96389
E 2 7 8 1
MENT
% OF 60.3 75.2 51.4 42.1 80.0 108.6 89.4 72.47
ACHIEV % % % % % % % %
E
MENT

The detailed diagram of sales for week-49 is as follows

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 WEEK-49
25000
20000
15000
TARGET

10000 ACHIEVEMENT

5000
0
MON WED FRI SUN
DAYS
In this figure it is clear that the section was able to
achieve the target only on Saturday.Even in Sunday it was
unable achieve that.

WEEK-50

DAYS MON TUE WED THU FRI SAT SAN TOTAL

TARGET 2157 2157 2157 2157 2157 21571 21574 151000
1 1 1 1 1
ACHIEV 1485 1289 7858 1614 1137 19238 25054 107425
EMENT 8 7 8 2
% OF 68.8 59.7 36.4 74.8 52.7 89.1% 116.1 71.14%
ACHIEV % % % % % %
EMENT

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 The detailed sales of this week is well represented as
follows:

WEEK-50

30000
25000
20000
TARGET
15000 ACHIEVEMENT
10000
5000
0
MON WED FRI SUN
DAYS
In this week also the depot was not able to achieve it’s
target everyday leaving only Sunday .on Sunday it was able
to achieve that.

WEEK-51

DAYS MON TUE WED THU FRI SAT SUN TOTAL

TARGET 1500 1500 1500 1500 1500 1500 15000 105000
0 0 0 0 0 0
ACHIEV 1153 1081 8993 6919 8120 1218 16579 75168
E 3 6 3
MENT
% OF 76.8 72.1 59.9 46.1 54.1 81.2 110.5 71.58%
ACHIEV % % % % % % %
E
MENT
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 The detailed graph of sales for week-51 is as follows

WEEK-51
20000

15000

10000 TARGET
ACHIEVEMEN

5000

0
MON WED FRI SUN
DAYS
From the above graph it is clear that the section was able to
achieve it’s target only on Sunday . On Wednesday it was
it’s minimum level. Sales hamper because of stock counting.

WEEK-52

DAYS MON TUE WED THU FRI SAT SUN TOTAL

TARGET 1771 17714 17714 17714 17714 17714 17716 12400
4 0
ACHIEV 8618 8447 12584 13157 8671 9707 12485 73668
E
MENT
% OF 48.6 47.68 71.03 74.27 48.94 54.79 70.47 59.40
ACHIEV 5% % % % % % % %
EMENT

The detailed graph of week 52 is represented as follows

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 WEEK-52
20000

15000

10000 TARGET
ACHIEVEMENT

5000

0
MON TUE WED THU FRI SAT SUN
DAYS
From the above graph it is clear that the section was unable
to achieve it’s target on each day.The maximum
achievement is 74.27% which is on Thursday.

REASON BEHIND THE TARGET NON-ACHIEVEMENT

1. Stock non-availability.
2. Non-availability of product type as per the customer
demand.
3. Unability of staff for attending the customer.
4. Customer inconvenience about the quality of the
product.
5. Close supervision of management.
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 6. Set price is not affordable for general customer.
7. Most of the customers are visitors.
8. Damaged products are kept alongwith the selling
product which had a negative impact on the minds
of the customer.
9. Withdraw of multimedia from depot section creats
harassment for the customer entering Pantaloons.

SQARE FEET ANALYSIS OF DEPOT SECTION

Depot section is one of the smallest section of the

pantaloons of Pantaloons at Bhubaneswar. It acquires a
squre foot of 680 sq.foot. But previously it has acquired a
square foot of 740 sq.foot due to withdrawl of multimedia
it’s sqare foot got reduced.The entire store Pantaloons
acquires a square foot of 56000 sq.foot. Through my topic I
am subjected to calculate the per square foot contribution
of depot section to the entire store.
Among all the techniques of finding out profit of the
store sqare foot analysis is one in which we have to
calculate the sqare foot contribution of each and every
section towards the entire store so that we could get the
weaknesses and benefits it is providing to the total store.
As per my topic is concerned and the period I have spent in
the depot section I need to calculate the contribution of
depot section.
Measuring sales per square foot- This is calculated by
dividing the total sale by total square foot of selling space
of the store. Such as a store generate 5 lakhs in a day and
the total selling space is 10000 square foot, then sales per
square foot = 500000/10000= Rs 50 per square foot.
This sqare feet analysis can be done on day basis ,week
basis,even month basis. Generally month basis of calculation
is followed.
As per sales analysis of depot section we got the total
sales contribution of depot section towards the store from
the week starting from 47 to 52(i.e. for six month) which
can be represented as follows
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 After that we need to calculate the square foot
contribution of depot section which can be calculated as
follows .If the total sales of the depot section of week 47 is
88510 and the total square foot of the section is 680 then
the contribution is 88510/680=130.16. Hence the
contribution is 130.16 per week.

WEEKS WEEK- WEEK- WEEK- WEEK- WEEK- WEEK-

47 48 49 50 51 52
TOTAL 88510 10826 96389 10742 75168 73669
SALES 7 5
CONTRI 130.16 159.2 141.74 157.9
110.54 108.33
BUTION
Likewise we calculate the contribution per square foot for
every weeks starting from 47 to 52 and put into a pie chart
which is also represented as

CONTRIBUTION OF DEPOT TO STORE

1.40%
1.20%
1.00%
0.80%
CONTRIBUTION
0.60%
0.40%
0.20%
0.00%
47

48

49

50

51

2
K5
K-

K-

K-
K-

K-

EE
EE

EE

EE

EE

EE

W
W

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 CONTRIBUTION PER SQUARE FOOT OF
DEPOT SECTION
13% 16%
WEEK-47
14%
WEEK-48
WEEK-49
WEEK-50
19% WEEK-51
WEEK-52
20%
18%

RECOMMENDATIONS

♦ We have to improve our product quality.

First of all we have to improve our quality of products

mainly in case of office stationary and books. The
damaged products should be removed from the site of
sellable products because it creates inconvenience in
the minds of the customer.

♦ Our price is higher than the local market.

Customers are complaining that our price is higher

then the local market and also from competitors.
Which is affecting our core values. We have to fix the
price of our product comparing with the competitors
and the local market to attract more customers.

♦ Some entertainment facility for the customers.

If we can give some entertainment to the customers

like any type of competition, music shows, best couples
award(every day). This type of things are attract more
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 and more customers and they will satisfied and get a
memorable experience while shopping in Pantaloons.

♦ Billing should be fast. Every department should

have their own billing counter.

Mainly at the time of big discount days customers are

facing problem in billing counters. At this time it should
fast enough to give service more numbers of
customers. Every department should have their own
billing counters though every floor.

♦ Availability of product.

Our logistic should strong enough to deliver goods

within one or two days. Many time customers are
dissatisfied because they are not finding their own
desired products. The sales executives can not say
anything for availability of products. Logistic should
strong enough to give promise to the customers for
availability of products.

♦ Give sufficient service with in first call.

Our after-sale service is not strong we have to

improve it. We need not gine a second chance to the
customer to call for any help or complain. If a customer
wants to exchange any thing be friendly with him and
ask him about the problem. An exchange is better than
no sale, but a satisfied customer is more important
than a return policy.

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 CHAPTER-4

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 DISCUSSION AND CONCLUSION

Customers are the blood of an organization. In retail

business customers are treated as breath. Retail business is
concerned with the customers because it directly deals with
the ultimate customers. In this modern era, customers are
focusing more on service rather then price.

Customer service is an important business process that

firms carry out to ensure satisfaction and retention of their
customers. Though it is a non-core activity of an
organization, it helps in creating goodwill of the company
since the company caters to the wants and needs of its
customers. Customer service is a key parameter that
differentiates a company from its competitors Customer
service (also known as Client Service) is the provision of
service to customers before, during and after a purchase.

Customer service Refers to the identifiable, but

sometimes intangible, activities undertaken by a retailer in
conjunction with the basic goods and services it sells. be
used as a driver for service quality improvement. These are
some dimensions of service quality which are mainly
perceived by the customers:

• External Characteristics or Tangibles (tidy

workplace, employee appearances)

• Reliability (meeting deadlines, consistency in

interactions)

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 • Responsiveness (providing service promptly)

• Consideration or Assurance (personnel who are

courteous, friendly, and polite: trustful and helpful).

• Empathy (giving individual care and attention:

comprehensible transactions)

Of course the overall experience of the customers is

satisfactory but we can make it memorable. We have to
standardize our services by which customers will feel excited
to come and purchase from Pantaloons, Bhubaneswar.

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 BIBLIOGRAPHY

• Kotler Philip, Marketing Management,Prentice Hall India

(PHI) Publication, (10th Edition)

• Shukla Madhukar, Understanding Organizations:

Organizational Theory and Practice in India ,Prentice
Hall India (PHI) Publication

• Biyani Kishore, It Happened in India,Rupa & Co.

Publication

• News papers:-
The Economic Times
Business Standard
• Websites:
www.google.com/
www.pantaloon.com
www.futuregroup.com
www.bigbazaar.com

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