CHAPTER 1

PROFILES

1.1 INTRODUCTION

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The India Retail Industry is the largest among all the industries, accounting for over 10 per

cent of the country GDP and around 8 per cent of the employment. The Retail Industry in

India has come forth as one of the most dynamic and fast paced industries with several

players entering the market. But all of them have not yet tasted success because of the heavy

initial investments that are required to break even with other companies and compete with

them. The India Retail Industry is gradually inching its way towards becoming the next boom

industry. The total concept and idea of shopping has undergone an attention drawing change

in terms of format and consumer buying behavior, ushering in a revolution in shopping in

India. Modern retailing has entered into the Retail market in India as is observed in the form

of bustling shopping centers, multi-storied malls and the huge complexes that offer shopping,

entertainment and food all under one roof.

A large young working population with median age of 24 years, nuclear families in urban

areas, along with increasing workingwomen population and emerging opportunities in the

services sector are going to be the key factors in the growth of the organized Retail sector in

India. The growth pattern in organized retailing and in the consumption made by the Indian

population will follow a rising graph helping the newer businessmen to enter the India Retail

Industry.

In India the vast middle class and its almost untapped retail industry are the key attractive

forces for global retail giants wanting to enter into newer markets, which in turn will help the

India Retail Industry to grow faster. Indian retail is expected to grow 25 per cent annually.

Modern retail in India could be worth US$ 175-200 billion by 2016. The Food Retail Industry

in India dominates the shopping basket. The Mobile phone Retail Industry in India is already

a US$ 16.7 billion business, growing at over 20 per cent per year. The future of the India

Retail Industry looks promising with the growing of the market, with the government policies

becoming more favorable and the emerging technologies facilitating operations.

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Global Retail Sector

The latter half of the 20th Century, in both Europe and North America, has seen the

emergence of the supermarket as the dominant grocery retail form. The reasons why

supermarkets have come to dominate food retailing are not hard to find. The search for

convenience in food shopping and consumption, coupled to car ownership, led to the birth of

the supermarket. As incomes rose and shoppers sought both convenience and new tastes and

stimulation, supermarkets were able to expand the products offered. The invention of the bar

code allowed a store to manage thousands of items and their prices and led to 'just-in-time'

store replenishment and the ability to carry tens of thousands of individual items. Computer-

operated depots and logistical systems integrated store replenishment with consumer demand

in a single electronic system. The superstore was born. On the Global Retail Stage, little has

remained the same over the last decade. One of the few similarities with today is that Wal-

Mart was ranked the top retailer in the world then and it still holds that distinction. Other than

Wal-Mart’s dominance, there’s little about today’s environment that looks like the mid-1990s.

The global economy has changed, consumer demand has shifted, and retailers’ operating

systems today are infused with far more technology than was the case six years ago. The

global retail industry has travelled a long way from a small beginning to an industry where

the world wide retail sale alone is valued at $ 7 trillion. The top 200 retailers alone account

for 30% of worldwide demand. Retail sales being generally driven by people’s ability

(disposable income) and willingness (consumer confidence) to buy, compliments the fact that

the money spent on household consumption worldwide increased 68% between 1980 and

2003. The leader has in-disputably been the USA where some two-thirds or $ 6.6 trillion out

of the $ 10 trillion American economy is consumer spending. About 40% of that ($ 3

trillions) is spending on discretionary products and services. Retail turnover in the EU is

approximately Euros 2000 billion and the sector average growth looks to be following an

upward pattern. The Asian economies (excluding Japan) are expected to grow at

6%consistently till 2005-06. Positive forces at work in retail consumer markets today include

high rates of personal expenditures, low interest rates, low unemployment and very low

inflation. Negative factors that hold retail sales back involve weakening consumer

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confidence.

World’s Top 15 Retailers- Source: http://worldb2blink.com/worldtop100retailers.htm

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No. Retailer Base Type Sales in U.S. $millions

Region Regional Station

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1 Wal-Mart Stores, lnc

USA Discount Store 163,532.00 N.America Global

2 Carrefour Group FRA Hypermarkets 52,196.10 Europe Global

3 The Kroger Co USA Supermarkets 45,352.00 N.America Single Country

4 MetroAG GER Diversified 44,163.37 Europe Global

5 The Home Depot, lnc

USA Hardlines 38,434.00 N.America Global

6 Albertson's, lnc USA Supermarkets 37,478.00 N.America Single Country

7 ITM Entreprises SA FRA Supermarkets 36,762.45 Europe Regional

8 Sears, Roebuck and Co

USA Dept Store 36,728.00 N.America Regional

9 Kmart Corporation USA Discount Store 35,925.00 N.America Single Country

10 Target Corporation USA Discount Store 33,702.00 N.America Single Country

11 JC Penney USA Dept Store 31,503.50 N.America Global

12 Royal Ahold NET Supermarkets 31,222.15 Europe Global

13 Safeway Inc USA Supermarkets 30,801.80 N.America Regional

14 Rewe-Gruppe GER Supermarkets 30,567.69 Europe Regional

15 Tesco plc UK Supermarkets 30,404.40 Europe Global

Indian Retail Market Scenario

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The financial year 2005-06 saw India ride high on the waves of a booming economy. The

BSE sensex scaled new heights by crossing the 1200 points mark early that year. The GDP

growth for 2005-06 was about 8.4 % while foreign reserves had crossed the US$ 165 billion

mark. India had shed its tag of a third world country and is being hailed as one of the most

rapidly emerging markets and a popular investment destination.

Between the affluent and the middle class has reduced dramatically. The Indian middle class

is expected to grow from its current share of 22 % to 32 % of the total population by 2010

over the last few years retail has become one of the fastest growing sector in the Indian

economy. Retail in India is currently estimated to be a $230 billion industry of which

organized retail 3 % or roughly $ 7 billion. At keamey has identified India as the leading

retail destination in their annual list of most attractive countries for international retail

expansion (Global retail development index 2006). Organized retail is expected to grow at the

rate of 25-30% per annum and is projected to attain a size of $23 billion by 2010.

The booming services sector in India has fueled the growth of a new class of consumer the

single urban youth whose expenses are typically independent of family compulsion. As

observed globally the steady climb in lifestyle and leisure goods is essentially due to

disposable income of this class of consumers. Over the last one year salaries have increased

by approximately 15-20%. The divide

The government has allowed foreign direct investment in real estate since early 2005. This

has led to increased foreign interest and has encouraged joint ventures between Indian and

foreign developer. Considering the vast potential in the retail business 51% FDI in single

brand retailing has also been allowed recently. This move is anticipated to attract foreign

investment technology global best practices and cater to the demand for high quality branded

goods in India.

Corollary to the real estate growth retail boom too has percolated to the tier-2 and tier-3 cities

of India of the total 361 mail projects currently underway in India 227 are in the top 7 cities

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while the rest 134 are distributed over various tier-2 tier3 cities. These statistics reveal the far

reaching effect of positive macro trends

In changing the consumer preferences and shifting mindsets towards organized retail

experience besides new malls close to 35 hypermarket 325 large department stores and over

10000 new outlets are also under development. Growth in rural population and increase in

agricultural incomes also offers considerable scope for innovative retail formats.

India’s vast middle class and its virtually untapped retail industry are key attraction for global

retail giants wanting to enter new markets. As India continues to get strongly integrated with

global policies the retail sector is bound to grow manifold in the years to come. The depth of

the Indian market and the variations of the consumer profile portend a bright future for the

sustained growth of the Indian retail sector.

RECENT TRENDS

Retailing in India is witnessing a huge revamping exercise as can be seen in the graph

India is rated the fifth most attractive emerging retail market: a potential goldmine.

Estimated to be US$ 200 billion, of which organized retailing (i.e. modern trade)

makes up 3 percent or US$ 6.4 billion

As per a report by KPMG the annual growth of department stores is estimated at 24%

Ranked second in a Global Retail Development Index of 30 developing countries

drawn up by AT Kearney.

Multiple drivers leading to a consumption boom:

o Favorable demographics

o Growth in income

o Increasing population of women

o Raising aspirations: Value added goods sales

Food and apparel retailing key drivers of growth

Organized retailing in India has been largely an urban

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Phenomenon with affluent classes and growing number of double-income households.

More successful in cities in the south and west of India. Reasons range from

differences in consumer buying behavior to cost of real estate and taxation laws.

Rural markets emerging as a huge opportunity for retailers reflected in the share of the

rural market across most categories of consumption.

IT is a tool that has been used by retailers ranging from Amazon.com to eBay to

radically change buying behavior across the globe.

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1.2 INDUSTRY PROFILE

Retail is India's largest industry, accounting for over 10 percent of the country's GDP and

around 8 percent of the employment. Retail industry in India is at the crossroads. It has

emerged as one of the most dynamic and fast paced industries with several players entering

the market. But because of the heavy initial investments required, break even is difficult to

achieve and many of these players have not tasted success so far. However the future is

promising; the market is growing, government policies are becoming more favorable and

emerging technologies are facilitating operations.

Retailing in India is gradually inching its way toward becoming the next boom industry. The

whole concept of shopping has altered in terms of format and consumer buying behavior,

ushering in a revolution in shopping in India. Modern retail has entered India as seen in

sprawling shopping centers. multi-storied malls and huge complexes offer shopping,

entertainment and food all under one roof. The Indian retailing sector is at an inflexion point

where the growth of organized retailing and growth in the consumption by the Indian

population is going to take a higher growth trajectory. The Indian population is witnessing a

significant change in its demographics. A large young working population with average age

of 24 years, nuclear families in urban areas, along with increasing working-women

population and emerging opportunities in the services sector are going to be the key growth

drivers of the organized retail sector in India.

of 24 years, nuclear families in urban areas, along with increasing working-women

population and emerging opportunities in the services sector are going to be the key growth

drivers of the organized retail sector in India

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1.3 COMPANY PROFILE

Type Public

Industry Retailing

Founded 2001

Headquarters Mumbai

Products Hypermarket

Revenue 11000 crore

Employees ~36000 people

Parent Future Group

Division ~214

Website www.pantaloonretail.in/businesses/big-bazar

Big Bazaar was introduced by the Future Group in September 2001 with the opening of its

first four stores in Kolkata, Indore, Bengaluru and Hyderabad within a period of 22 days.

Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling

apparel, cosmetics, accessories and general merchandise. Over the years, the retail chain has

included in its portfolio a wide range of products and services, ranging from grocery to

electronics.

The current retail formats of the Future Group include Big Bazaar, Food Bazaar, Electronic

Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration behind this entire

retail format was from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar is

popularly known as the ‘Indian Walmart’ today.

In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI Bank

and launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar store

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was also launched at High Street Phoenix mall in Mumbai, marking the retailer’s entry into

dedicated food retail.

In 2003, Big Bazaar made its foray into small towns and cities. The first store in this category

was launched that year in Nagpur. The franchise also welcomed its 10 millionth customer at

its new store in Gurgaon in the same year.

Over the next two years, Big Bazaar consolidated its position in the Indian retail landscape.

This phase of growth included the setting up of the Mumbai store in Lower Parel, which

registered a record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the

first Big Bazaar Exchange Offer was launched, which has quickly gained popularity among

customers.

In 2006, further changes in loyalty marketing took place with the launch of the housewife-

centric credit card, Shakti. Jewellery store ‘Navaras’ was also launched that year within Big

Bazaar stores which became the first store-in-store concept to be launched by the brand.

Another dedicated retail format launched in 2006 is Furniture Bazaar.

In 2007, Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded its

retail footprint to 50 stores.

The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for

Big Bazaar, with the launch of the 101st store. Joining the league of India’s Super brands and

voted among the top ten service brands in the country by the Pitch-IMRB international

survey, Big Bazaar became much more than a household name. The year also saw the launch

of the Monthly Bachat Bazaar (Monthly Budget Market) campaign, which provided

significantly low prices and gave discounts on bulk purchases in the first week of the month.

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Over the next two years, Big Bazaar carved its own niche in modern retail and became the

largest brand in the hypermarket format. Capturing one-third of the food and grocery market

in modern retail, celebrity endorsements and tie-ups with other brands allowed it to enhance

its retail footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer Awards for the third

consecutive year. It was adjudged the Most Preferred Multi Brand Food & Beverage Chain,

Most Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop.

2010 to present

On successful completion of 10 years in the Indian retail industry, in 2011, Big Bazaar came

up a new logo with a new tag line: ‘Naye India Ka Bazaar’(New India’s Market), replacing

the earlier one: 'Isse Sasta Aur Accha Kahin Nahin' (Nothing is cheaper and better than here).

In 2012, Big Bazaar signed a multi-million dollar deal with Cognizant Technology Solutions

for the development of an IT infrastructure, encompassing Future Group’s entire network of

stores, warehousing and data centers.

Recently, Big Bazaar announced its plans to add more retail services to its portfolio such as

grinding, de-seeding and cutting of fruits and vegetables.

Big Bazaar is the largest hypermarket chain in India. As of June 2, 2012 there are 214 stores

across 90 cities and towns in India covering around 16 million sq.ft. of retail space. Big

Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a

wide range of merchandise including fashion and apparels, food products, general

merchandise, furniture, electronics, books, fast food and leisure and entertainment sections.

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Big Bazaar stores are aimed at providing a local marketplace feel to the shoppers. They offer

a wide variety of household items including retail apparels, food products, general

merchandise, furniture, electronics, books, fast food, etc. Several stores also have leisure and

entertainment sections. The hypermarket chain crossed the 100 store mark in 2008.

Future Group also owns Central Hypermarket, Brand Factory, Pantaloons, eZONE,

HomeTown, futurebazaar.com, and KB's Fair Price, apart from Big Bazaar.

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1.4 PRODUCT PROFILE

APPARELS-

1. Denims & t-shirts

2. Fabrics & cut pieces

3. Formal wear

4. Casual wear

5. Party wear

6. Ethnic wear

7. Accessories

8. Under garments

9. Night wear

10. Dress material

11. Sarees

FOOD-

1. Staples

2. Ready to eat

3. Ready to cook

4. International food

5. Spices

6. Imported bazaar

7. Tea & coffee

FARM PRODUCE-

1. Fruits

2. Vegetables

3. Imported fruits

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4. Dairy products

CHILL STATION-

1. Soft drinks

2. Packaged juices

3. Milk item

4. Frozen foods

5. Ice creams

HOME & PERSONNEL CARE-

1. Shampoos

2. Detergents

3. Soaps

4. Liquid wash

5. Creams

6. Deodorants

7. Home cleaners

8. Utensils

9. Plastics

10. Crockery

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1.5 COMPETITOR PROFILE

With a vision to generate inclusive growth and prosperity for farmers, vendor partners, small

shopkeepers and consumers, Reliance Retail Limited (RRL), a subsidiary of RIL, was set up

to lead Reliance Group’s foray into organized retail.

Since its inception in 2006, Reliance Retail Limited (RRL) has grown into an organisation

that caters to millions of customers, thousands of farmers and vendors. Based on its core

growth strategy of backward integration, RRL has made rapid progress towards building an

entire value chain starting from the farmers to the end consumers.

Reliance Retail continued to expand presence of its value and specialty formats. During the

year, Reliance Retail opened 90 new stores spanning across 'value' and 'specialty' segments.

In-store initiatives, wider product choice and value merchandising enabled the business to

achieve robust growth during this period.

Its presence in the optics business is in partnership with Grand Vision. 51 new stores were

added during FY-11 taking the total presence to 100 stores across key markets in the country.

The retail chain offers single brand optical products including Vision Express frames, lenses,

contact lenses, sunglasses, solutions and accessories.

For the very first time, consumers in India got the opportunity to experience Hamleys, which

is considered to be the world's most wonderful toy shop. The brand was launched in India

with opening up of 2 stores during the year. iStore by Reliance Digital is a one-stop-shop for

all Apple products and services. There are 17 such stores currently operational. 

Reliance Brands also announced exclusive licensing arrangement with two leading

international brands: Steve Madden & Quiksilver. Across India, Reliance Retail serves over

2.5 million customers every week. Its loyalty programme, "Reliance One", has the patronage

of more than 6.75 million customers.

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Fabindia is India's largest private platform for products that are made from traditional

techniques, skills and hand-based processes. The Fabindia Head Office is located in New

Delhi.Fabindia links over 80,000 craft based rural producers to modern urban markets,

thereby creating a base for skilled, sustainable rural employment, and preserving India's

traditional handicrafts in the process. Fabindia's products are natural, craft based,

contemporary, and affordable.

Fabindia was founded with the strong belief that there was a need for a vehicle for marketing

the vast and diverse craft traditions of India and thereby help fulfill the need to provide and

sustain employment. We blend indigenous craft techniques with contemporary designs to

bring aesthetic and affordable products to today’s consumers.

Our endeavor is to provide customers with hand crafted products which help support and

encourage good craftsmanship. Fabindia opened first retail store in New Delhi in 1976.

Today, Fabindia has 170 retail stores across India, 3 stores in Mauritius, 2 stores in Dubai and

1 store each in Italy, Nepal and Singapore.

The product range consists of garments for men, women, children and infants; garment

accessories; home furnishings – bed, bath, table and kitchen linen, upholstery fabric, curtains,

floor coverings and a range of non-textile products like furniture, lights, lamps and stationery.

In addition to handcrafted clothing and home furnishings, Fabindia’s product line includes

organic foods and Personal care products.

Our products are sourced from all over India. Fabindia works closely with artisans by

providing various inputs including design, quality control, access to raw materials and

production coordination. The vision continues to be to maximize the hand made element in

our products, whether it is hand-woven textiles, hand block printing, hand embroidery or

handcrafting home products.

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The Group's foray into the retail sector began in December 2006 when it acquired Trinethra,

the chain of stores based in south India. May 2007 saw Aditya Birla Retail Limited (ABRL)

launch their own brand of stores called 'More.' ABRL's vision is "to consistently provide the

Indian consumer complete and differentiated shopping experiences and be amongst India's

top retailers while delivering superior returns to all stakeholders".

Currently, there are over 512 supermarkets and 16 hypermarkets. All the supermarkets are

branded 'More.' and the hypermarkets are branded 'More Megastore'. The company has over

9,000 employees and has a pan-India presence. More. supermarkets are neighborhood stores

with the core proposition of offering value, convenience and trust to the customers and

averaging 2,500 sq ft area. The hypermarkets are self-service super-stores offering value and

range in food and non-food products and services at a single location. Hypermarkets are

located in large catchment areas and encourage mass consumption with discount prices and

substantial depth of assortment with an average store size of 55,000 sq ft shopping area.

In May 2009 Aditya Birla Retail introduced a value proposition for its supermarkets and

encapsulated it into a promise of giving its customers "Hamesha Extra" which has resonated

with the consumer. "Hamesha Extra" is the core essence of More. It means customers will

always feel that they have got something extra while shopping at More. Within a short span

of less than three years, More has a strong membership base of over 3 million members as

part of its loyalty program. More has also launched a huge range of private labels in food and

grocery, staples and apparel which have already obtained a significant share of category as

well as salience with the consumer, Aditya Birla Retail Ltd was presented with the "Master

Brand Award 2012" by the World Brand Congress on 14th February 2012 in Mumbai.

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The Master Brand Award is conferred upon those brands that appeal to a large set of

consumers from premium to mass while constantly keeping in mind a consumer centric

approach. Aditya Birla Retail Limited was presented the prestigious "Retail Best Employer of

the Year" award by the global jury of the Asia Retail Congress 2012 in Mumbai.

The Asia Retail Congress is Asia's single most important global platform to promote world-

class retail practices. These awards are aimed at honoring the best, in the Asian retail

scenario. The Asia Retail Congress is represented by 100 countries across the world.

Bharti Retail Limited, a wholly owned subsidiary of Cedar Support Services Limited which

belongs to the Bharti Group of companies, one of India’s leading business groups, owns and

operates neighborhood stores called easyday and compact hypermarket stores called easyday

Market. These stores provide consumers immense value and wide choice with products of

great quality at affordable prices. easyday and easyday Market stores promise Sabse Kam

Daam Har Din and offer an extensive product mix at everyday low prices (EDLP), which are

substantially lower on customers’ ‘monthly basket of products’ vis-à-vis similar stores.

Inspired by its mission to ‘Enable India Live Better’, Bharti Retail’s goal is to establish a

pan-India footprint and become India’s most-preferred multi-brand retailer.

easyday stores are one-stop shops that cater to every family’s day-to-day needs. They bring

together a wide range of relevant goods, high quality products and great in-store experience

and service, all under one roof. These neighborhood format stores offer more than 3,000

products at the lowest prices. The wide assortment of goods include personal care products,

stationery, household articles, hosiery items, as well as daily-need groceries including staples,

processed foods, bakery and dairy products, meat and poultry and fresh produce.

easy day Market provides customers everything a great market offers, bringing together a

potent combination of the familiar and the innovative, all under one roof. These stores range

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up to 55,000 sq. ft. and offer thousands of products displayed in a consumer-friendly manner

that brings both entertainment and ease to the shopping trip. These include items ranging

from apparel for men, women and kids, home furnishings, home ware, cosmetics, a wide

range of kids’ toys, small appliances, mobile phones and stationery. These stores also have

live bakery; meat, poultry and fish; farm fresh fruits and vegetables; grocery and general

merchandise.

Sourcing: Bharti Retail sources high-quality products from Bharti Walmart Pvt Ltd, to ensure

a robust supply chain for Bharti Retail’s stores. Bharti Walmart also sources and supplies

products sold in easy day and easyday Market stores. All private labels in Bharti Retail stores

are also supplied by Bharti Walmart.

Pan-India Footprint: The first easyday store was launched in Ludhiana and easyday Market in

Jalandhar in 2008. Currently, there are over 210 stores in cities across Punjab, Haryana, Uttar

Pradesh, Uttarakhand, Madhya Pradesh, Rajasthan, Himachal Pradesh, Chhattisgarh, NCR

Delhi, Jammu & Kashmir, Maharashtra and Karnataka.

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Mahindra Retail is an extension of the US $16.2 billion Mahindra Group’s trading foray in

the domestic India market. The Group believed that this is the favorable time to extend its

distribution business into direct retailing, when the organized retail market is expanding in

India.

Mahindra Retail is part of Mahindra Partners, the $750 Million Private Equity division of the

Mahindra Group. With a vision to accelerate value creation through a diversified portfolio of

emergent businesses of the future, Mahindra Partners adapts the Group's unique strengths of

constant innovation, prudence and creative business models. With a mandate of incubating

new ventures for the Group, the Division provides growth capital to bring our stakeholders

diversified products and services. Apart from Logistics, Mahindra Partners manages portfolio

companies in various industry sectors like Cleantech, Steel, Retail, Vocational Education,

Consulting, Media, Speed Boat Manufacturing, Conveyor Systems & Luxury Retail.

Apart from distributing toys, games and wellness products under licenses from various

international brands like Disney® and Mattel®, NUK®, Mahindra entered the retail market

with a unique mother child venture called Mom & Me.

As the name suggests, the store caters to the needs of a Mother and her Child. The company’s

initial stores were launched in Ahmedabad and Ludhiana in Jan 2009. In a short span of time,

Mahindra Retail successfully created a strong brand with pan India presence, operating 100+

Mom & Me stores across 45+ cities in India by 2012.

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Shoppers Stop believes in a world of limitless possibilities. It always set benchmarks, cross

limits, achieves the impossible and celebrate our successes. Innovation being their key driver,

they have adopted a new philosophy of "Start Something New" to give retail a new

dimension. 

With an unparalleled assortment of the leading international and national brands in clothing

for men, women, and kids; accessories, fragrances, cosmetics, footwear; home furnishing and

decor products, the stores aim to provide shoppers a truly international shopping destination.

Shoppersstop.com offers a truly remarkable shopping experience on the Internet. With an

unparalleled assortment of the leading international and national brands in men’s clothing,

women’s apparel, and kids clothes, gifts and fashion accessories like ladies watches, men's

watches, artificial jewelry, fine jewelry, handbags, fragrances, cosmetics, men's footwear,

women's footwear, home furnishing and decor products, they are an online shopping

destination of choice.

Shopperstop customer centricity and relentless pursuit to set new benchmarks in retail has

made it the leading chain of department stores in India. It take immense pride in welcoming

you to our online department store, that offers the customer convenience to shop for some of

the best lifestyle brands online anytime, anywhere

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CHAPTRE 2ORGANIZATIONAL STRUCTURE

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2.1 ORGANIZATIONAL STRUCTURE

Organizational structure Flow chart

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32

CHAPTER 3

FUNCTIONAL DEPARTMENTS

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3.1 FUNCTIONAL DEPARTMENTS

Human Resource Department

The HR department of Big Bazaar is very dynamic. Employees are the biggest strength and

asset of any organization and the HR dept. realizes this very well. This is very evident from

the way the HR department handles all its employees. They take utmost care to select, train,

motivate and retain all the employees. They have continuous developmental programs for all

the employees. Currently Big Bazaar Malleshwaram is employing 220 full time and 60 part

time employees. There are two shifts for the employees. The first shift employees arrive at

10AM in the morning and leave at 7.30 in the evening, while the second shift employees

report at 12.30 in the afternoon and leave at the time of Store closing (10pm).

The following are the main sources through which Big Bazaar recruits its employees.

Consultancy Services: For top level management, employees are recruited through private

consultants. They are usually appointed as Departmental Managers

Walk-ins: This is the main source through which Big Bazaar recruits its employees.

People seeking job usually themselves approach the HR department for job vacancy.

Employees usually selected from this source are appointed at the entry level as team

members.

Employee Referrals: This is the other main source through which employees are selected.

Candidates who have given their previous employer as referrals are first interviewed and

from their previous employer, opinion is taken about their behavior and performance in

the job. If they receive a positive opinion from their previous employer they are selected.

Campus Recruitment: Young people bring new ideas and fresh enthusiasm. Therefore Big

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Bazaar visits some of the reputed educational institutions to hire some of the most

talented and promising students as its employees. The new employees selected will be

given a 13 day induction and training program. They will be given information about the

company’s business, different departments etc. They will be informed of their roles,

duties and responsibilities. They will also be informed about the HR policies and rules of

the company. The new employees will be on probation for a period of 6 months. After this

period the HR period along with the department manager will review the performance of

the employee. If the employee’s performance is good and encouraging, the employee’s

services will be confirmed. Compensation & Rewards: The employees are rewarded

suitably with attractive pay packages. The salary of an employee includes basic pay.

HRA, special allowance, PF,ESI, Med claim etc.

Performance Appraisal: The HR department conducts performance appraisal of all the

employees annually in the month of April. Based on their performance increments will be

given in their pay. In addition to this if an employee achieves or exceeds the target given

to along with their team members will be provided with attractive cash and other

incentives. Training & Development: Future group has its own training division for all its

employees, known as ‘Future Learning & Development Limited’ (FLDL). All the

employees are given training for 20 days in a year spread over different periods.

‘Gurukul’ which is a part of FLDL gives training to all the employees on various skills

like team work, dedication discipline improving customer service etc to make them more

knowledgeable and productive.

Finance Department

Finance is the life blood of any business. The South Zone Head office located at Jayanagar,

performs most of the financial functions and therefore the Finance department of Big Bazaar,

Malleshwaram performs a few basic functions, such as preparing the Store’s ‘Income and

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Expenditure Statement’ giving full particulars of all items. It also prepares the budget for

expenditure at various levels on different items. This department is also responsible for

deciding and giving the weekly, monthly and yearly sales targets and the margins for all the

departments separately.

Marketing Department

Marketing concept is a customer orientation backed by integrated marketing aimed at

generating customer satisfaction

as the key to satisfying organizational goals. For a firm in order to implement the marketing

concept it has to focus its attention on the consumer, ascertain his/her needs, discuss and

wants before Every Brand appeals to individual customers in different ways. Good customer

service is the life blood of any business. Good customer service is all about attending to

existing and potential customers. This maintaining good relationship with the customers is

the key to business success and hence the concept relationship marketing. It's said that

people need to hear an offer at least seven times before they buy. That concept certainly

works against the single step marketing method. The Marketing department is responsible for

marketing of Big Bazaar’s products through different media like TV, radio, newspapers,

banners, placards etc. The marketing department has to decide and identify the most effective

medium to attract the customers to Big Bazaar thereby increasing the sales.

Logistics Department

Logistics department is a very important department of Big Bazaar. It is responsible for

procuring the stock of all the products of the different departments. The logistics department

receives the goods from the warehouse. The Warehouse of Big Bazaar for the entire South

zone is located at Hosakote, Karnataka. The logistics department receives the stock of

different goods and verifies the quantity and quality of the goods with the particulars given in

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the ‘Goods Received Statement’ which it receives along with the stock. Then it checks for

any damage in the stock received. If there is no damage in the stock, after recording it in the

‘Stock Inward Register’ dispatches the goods to the respective department taking the

signature of the Departmental Manager. On the other hand if there is a damage in the goods

or if the goods do not match the details given in the Goods Received Statement, it enters in

the Stock Outward Register and sends it back to the warehouse along with a Goods Returned

with a note giving full information regarding the reason for returning back the goods and the

defect or damage in the goods. The logistics department receives two loads of stock every

day. It is the respective departmental Managers who place an order to the Zonal head office

through e-mail for stock of goods when they feel that the stock has to be replenished. The

logistics department works in complete coordination with all the other departments to ensure

that the stocks are received and maintained properly continuously for the smooth functioning

of Big Bazaar and avoid any inconvenience to the customers.

Sales Department

This department is responsible for the collection of sales amount i.e., cash sales. There are in

all 15 cash counters in the Store. There is a Head Cashier to whom all the cahiers report and

submit the total sales amount collected throughout the day by the cashiers. In addition to cash

all leading credit and debit cards are accepted at no extra charge. Also Big Bazaar vouchers

and Sodexho coupons are also accepted. A cashier at the time of opening his billing counter

will be given an opening balance of Rs.1000. The cashier has to ensure that all the offers

applicable on respective products are given to the customer in his/ her bill. Also if any free

items are given on some purchases, it should be informed to the customer clearly. After the

billing is done, the cashier has to pack the products neatly in a plastic cover according to the

customer’s needs. At the time of closing the billing counter, the cashier has to give a

statement of cash, with all particulars of different denominations of cash, amount collected

through credit cards, amount collected in debit cards, amount collected in Sodexho coupons

37

& Big Bazaar vouchers and also amount collected through Credit Notes. Wednesday Bazaar

is a very important and popular event in Big Bazaar. Every Wednesday fabulous offers and

great discounts are given on most of the products. Customers arrive in large numbers as they

realize that it is on Wednesday that products are offered at the lowest prices.

Customer Service Desk (CSD)

As the name suggests this is the separate dept. which mainly focuses on customer service like

if a customer finds difficulty in finding any product, if there are any customer complaints,

they are also looked into, any customer assistance etc. is provided. There is also an Exchange

Counter where if a customer is dissatisfied or wants to exchange the product he/ she has

purchased for any reason , the customers can exchange them within 7 days of their purchase.

When a customer brings a product for exchange, the product is first received and checked if it

is used or deliberately damaged or tampered with. If it is in an acceptable condition, then the

customer is issued a Credit Note for that amount (product’s price). The customer can then

purchase any product for that amount or just take back the money by encashing the credit

note at a cash counter. If the customer buys a product less than the amount in the credit note,

the difference amount will be returned to the customer and on the other hand if a customer

buys a product more than the amount in the credit note, the customer will be asked to pay the

difference amount. This department is also responsible for announcing all the offers running

in the store on different products throughout the day. This dept also does gift wrapping for

any product if the customer wants it at free of cost.

The dept also collects customers’ opinion / feedback for continuous improvement in their

service. The ultimate aim of this department is to help and satisfy the customer in every

possible manner and makes the customers’ experience memorable.

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Administration

The Store administration comes under the Store Manager. Its functions are store

maintenance, housekeeping, security etc. The store maintenance is concerned with the proper

running of the store in co-ordination with all the departments. It also has to ensure proper

back –up power supply in times of power cuts. The Housekeeping is concerned with keeping

all the departments of the Store clean and neat all the time. Covers and other wastes should be

properly cleaned and the floor is swept regularly to keep it clean. The Security section is

concerned with the security of the entire store. Security department keeps a vigilant check on

all the people entering and departing at the various entry and exit points in the store. They

also maintain all the registers like employees’ attendance register, stock register, visitors’

register etc. They check all customers’ bill before letting them out of the store. They ensure

orderliness in the store and prevent shrinkage or pilferage of goods to minimize the loss

arising out of it. The housekeeping and security are outside agencies employed by the store

on a contract basis to take care of the respective functions.

The Administration department also has a separate section known as ‘Information

Technology’. This department is responsible for the maintenance of all the systems of the

Store, all billing machines their functioning networking with the master machine etc. If there

is any problem with the machine in any department in the store, then this department comes

into function. This dept. integrates all the systems in the store and properly maintains all of

them. 

39

CHAPTER 4

SWOT ANALYSIS

40

4.1 SWOT ANALYSIS

1. Strengths

Everyday low pricing

Point of purchase

Experience marketing team executive staff

Emphasis on providing total customer satisfaction

Variety of stuff under single roof

Maintain good employee-employer relationship

2. Weakness

Failing revenue/sq.ft

Unable to meet store targets

Unavailability of popular brands

3. Opportunities

Population of country is growing where the scope of market is kept on increasing for

retail sector.

Evolving consumer preference

Organized retail presently nearly 5% in India. So it acts as a great opportunities to the

organization for its growth.

4. Threats

Competition from organized retail players which are in market and are emerging.

Competition from local retailers.

41

CHAPTER 5

ETHICAL POLICIES IN THE ORGANIZATION

42

5.1 ETHICAL POLICIES IN THE ORGANIZATION

Ethics in retailing pose certain critical issues. Retailers may use certain ethical standards that

guide decision making when confronting questionable situations that may not be covered by

law. Retail sales have been selected as an important frame of reference as the retail

salespeople are likely to encounter situations that could be ethically troublesome. Big Bazaar

is an organization where customers are considered as God and they themself consider as

Temple. This proves how well they treat and value their customers. They try to provide

superior services to the end users in terms of products and after sale. They even focus on

procurement of products based on community around.

Big Bazaar never compromise on the quality of products been offered to the customers.

Especially the F&V department ensures that they bring in fresh stocks every day. Big Bazaar

also does not serve customers with products close to expiry unlike other retailers.

Big Bazaar strongly believes in tradition and culture of India, thus adopting much of the

elements from the same. Apart from the ‘Temple and God’ this has been shown in the

designations even, the unit manager is known to be the ‘Kartha’.

The organization has their set of policies to inculcate a common culture among the staffs. The

staffs are managed well with reasonable packages and allowances. They have their time for

enjoyment and pleasure trips. They even conduct programs among themselves which has the

involvement of every individual irrespective of their designations. The management also

provides an opportunity to the staffs every day, to meet the Kartha on any of grievances they

face. This is to ensure the internal issues in the organization among employees.

The organization ensures Equality and Justice for the employees and makes them feel that

they are much concerned and respected. The organization strictly focuses on the grooming of

every staffs so as to create a good reputation. This is being monitored on a regularly basis.

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The head officials do give opportunity to employees to make decisions. Apart from these the

management makes sure that employees are not over loaded with the work.

There is a set of policies and ethics followed in transfer of information from one department

to another as well as to the external players like suppliers that make sure of accuracy helping

to take right actions if necessary. The organization focus on individual honesty and ethics in

their conduct, including ethical handling of actual or apparent conflicts of interest between

personal and professional relationships.

As a part corporate social responsibility the management also protects the company assets

that in turn protect the interests of the stakeholders. This increase company image and value

in them.

The pricing standard also plays a very crucial role in any retailing. Big Bazaar set their

pricing considering various economic aspects apart from the cost of acquiring the products.

They have a specified standard that ensures customer satisfaction more than the profit.

With all its policies and practices, Big Bazaar strictly follows the rules and regulations

prescribed by the government and helps in the economic growth as a whole.

Thus Big Bazaar has got a set of policies and principles that supports ethics, values,

responsibility towards its stakeholders to run the organization smoothly and effectively.

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CHAPTER 6SPECIAL TASK

45

Introduction

In the broadest sense, merchandising is any practice which contributes to the sale of

products to a retail consumer. At a retail in-store level, merchandising refers to the variety of

products available for sale and the display of those products in such a way that it stimulates

interest and entices customers to make a purchase.

In the current consumer-oriented culture, people do not shop merely to obtain items they

need, but also to satisfy their wants. Frequently, shopping does not even involve making a

purchase. For consumers, window-shopping has become a popular pastime. Visual

merchandisers create "miniature worlds" for merchandise in an effort to attract the attention

of consumers, draw them into the store and keep them coming back in the future. Despite the

advanced techniques seen in visual displays, visual merchandising is not a new concept or art.

As early as the 18th century, merchandise was staged in interesting and unique arrangements

to attract consumers. 

Prior to the late 18th century, when the contemporary methods of merchandising began to

evolve, store owners and managers cared little for the appearance of their stores and the

presentation of merchandise. Very little merchandise was displayed within the store. Rather, a

customer would enter the store and speak with the retailer, who would then present

merchandise that was kept in a back room. "Sales talk" and an ability to persuade were very

important in convincing a customer of the quality of a product and making a sale. The

evolution in store design brought about a new "process" of shopping. It was no longer a

verbal engagement between retailers and customers, but now a "sensory experience". The

first step in the evolution of store design occurred when small stores began to display their

merchandise openly to the public, instead of keeping it stored in back rooms. Eventually, the

deliberate displaying of goods became an important tool for retailers. What were once

unattractive stores that were not meant to visually appeal to consumers slowly became

exciting shopping venues. 

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Principles

The purpose of merchandising is to:

Make it easier for the customer to locate the desired category and merchandise.

Make it easier for the customer to self-select.

Make it possible for the shopper to co-ordinate and accessories.

Recommend, highlight and demonstrate particular products at strategic locations.

Educate the customer about the product in an effective & creative way.

Make proper arrangements in such a way to increase the sale of unsought goods.

Techniques

Visual merchandising builds upon or augments the retail design of a store. It is one of the

final stages in setting out a store in a way customers find attractive and appealing.

Many elements can be used by visual merchandisers in creating displays including color,

lighting, space, product information, sensory inputs (such as smell, touch, and sound), as well

as technologies such as digital displays and interactive installations.

Tools

A planogram allows visual merchandisers to plan the arrangement of merchandise by style,

type, size, price or some other category. It also enables a chain of stores to have the same

merchandise displayed in a coherent and similar manner across the chain.

Topic/Statement of Problem:

Study on Merchandising in Retail giant Big Bazaar.

Objectives:

To familiarize with the large retailing business organizations.

To know Merchandising in retailing and its various dimensions.

47

To get customer views on the efforts being put on retailing aspects.

To understand the ideas and tactics to make the display appealing and push the stocks.

METHODOLOGIES:

The modus operandi included constant interaction with the manager and staffs. The study

includes the survey with the aid of questionnaire, taking the customers as the respondents.

The secondary data were collected from the company’s website, official booklets, magazines

etc.

SOURCE OF DATA:

Both the primary and secondary data are used to complete the project.

PRIMARY DATA

Primary data are those data collected by the investigator directly from the respondents.

Primary data for this study was collected directly from managers and staffs by means of

questionnaire and discussions and direct observations. Secondly the sampling technique

(Simple Random Sampling) was also applied.

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DATA REPRESENTATION AND ANALYSIS1) Do you find it difficult to reach your choice of products?

The above charts shows that majority of respondents rarely find it difficult to reach their

choice of products. About 27% of respondents never find it difficult at all. However 9% of

respondents has difficulty in finding their products that is supported always by 3%.

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Always 2 3%

Most of the time 6 9%

Rarely 43 61%

Never 19 27%

Total 70 100%

2) What make you attracted to a section of products?

\

The charts shows that the basic reason to move towards a section is the need, agreed by 46%.

34% of respondents gets pulled towards the products with the varients availabe. The display

of products attracts 17% of respondents. 1% of respondents gets attracted to a section by its

neatness.

50

Neatness 1 1%

Arrangement/Display 12 17%

Need 32 46%

Variants 24 34%

All the options 1 1%

Total 70 100%

3) Are you satisfied with the salesperson in terms of conveying product details?

The above depiction indicates that 31% of respondents are satisfied with the salesperson

description on produts mostly. This is strongly supported by 21% of respondents. However

23% of respondents rarely feel satisfied with the salesperson. 24% respondents never feel

satisfied with the same.

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Always 15 21%

Most of the time 22 31%

Rarely 16 23%

Never 17 24%

Total 70 100%

4) Do you find your preferred brand on the floors?

The chart shows that majority of respondent, 37% find their preferred brand on the floors

most of the time. This is supported by of 26% strongly. But 23% fails to find the

preferred brands on the floors. 14% respondents never find their preferred brand.

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Always 18 26%

Most of the time 26 37%

Rarely 16 23%

Never 10 14%

Total 70 100%

5) How much would you rate on appearance and arrangement of products on the floor?

The above data indicates that 46% respondent rates the appearance and arrangement of

products on the floor good. 16% respondents feels that the same to be excellent. 30% of

respondent rated the arrangement as average. 9% respondents felt that the arrangement is

poor.

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1 worst 0 0%

2 poor 6 9%

3 average 21 30%

4 good 32 46%

5 excellent 11 16%

Total 70 100%

6) Do you find enough volume/no. of products to buy as per your need?

The Data shows that majority of respondents, 70% find the enough quantity of their preferred

product on the floor. 27% respondents find their required volume most of the time. However

3% of respondents rarely find the required volume/no. of products on floor as per their need.

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Always 49 70%

Most of the time 19 27%

Rarely 2 3%

Never 0 0%

Total 70 100%

7) How would you find the floor for shopping?

The depiction shows that 41% of the respondent finds the floor space acceptable for

shopping. 24% of respondents share their opinion on floors as congested and spacious.

However 10% of respondents feels the floor to be a mess.

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Spacious 17 24%

Congested 17 24%

Mess 7 10%

Acceptable 29 41%

Total 70 100%

8) Do you accept that Big Bazaar can join the club

‘Shop under one roof’?

56

Strongly Agree 38 54%

Agree 26 37%

Disagree 6 9%

Strongly Disagree 0 0%

Total 70 100%

The depiction shows that majority of respondents strongly agrees the Big Bazaar to be

a shop under one roof. This is agreed by 37% respondent. But 9% respondents

disagree with the statement.

9) How often do you visit Big Bazaar?

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Wednesday 25 36%Weekends 26 37%Once a month 8 11%twice a month 8 11%Rarely 3 4%TOTAL 70 100%

The charts indicates that majority of respondents, 37% visits the big bazaar on

weekends. This is close to the respondent who visits on Wednesdays, 36%. 11% of

respondents visit once a month and twice a month. 4% of respondents rarely visit Big

Bazaar.

10) Do you find the labeling (Product description slip) on each product you look for?

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Always 31 44%

Most of the time 23 33%

Rarely 9 13%

Never 7 10%

Total 70 100%

The data shows that 44% of the respondents always find the product labeling on each

product. 33% of the respondents most of the time support the same. However 13% of

respondents rarely find the labels and 10% never find it at all.

CHAPTER 7FINDINGS, SUGGESTIONS AND

CONCLUSION

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7.1 FINDINGS

7.1.1 ORGANIZATION STUDY – FINDINGS

Human Resource

Big Bazaar arranges extracurricular activities for employees during festivals.

There are four shifts that minimize the employee work load.

Genuine pay availed in the firm ensures the employee satisfaction

The firm gives opportunity for employees to address their grievances to the top level

managers openly.

Marketing

Big Bazaar focus greatly on Marketing efforts through discounts and the offers for the

products

Event Mahabachat is a techniques to increase sales through bulk discounts

Wednesday promotion is a successful promotion technique to increase the sales in

weekday.

Operations

Cash counter queue is creating a mess at the frontage of the store

Proper system is followed at the regional level to ensure inventory management

Lack of availability of brands has disappointed much of the customers

Merchandising effectiveness has a very successful role in attracting the customers

Mishandling of goods in the inventory by the employees lead to the shrinkage

Culture and values

There is a common culture followed within the organization

The organization system support the community around

It involve in the celebration festivals with discounts

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7.1.2 SPECIAL TASK - FINDINGS

The products are placed in proper manner so that the customers hardly find it difficult

The basic reason to attract customer a particular section on the floor is their need

itself. The variants available for products also pull much of the customers towards the

section.

The sales persons are found to be less productive especially when it comes to the

product knowledge.

Though Big Bazaar has much brand products for sale, still there are many customers

who fail to find their preferred brands of products.

The majority of customers are very much satisfied with the arrangements and

appearance of the floors. This shows the significance of merchandizing on the floors.

A maximum customer that includes the small shopkeepers satisfies with the product

quantity available for sale. This highlights the logistics and stock management on the

floors.

The use of floor space has to be focused so as to impress many customers and provide

them a comfortable shopping experience.

Big Bazaar is successful to create an image of ‘shop under one roof’ that pulls many

of the customers inside for bulk purchases.

The frequency of customer visit is found to be more in weekends and the

Wednesdays. This shows the significance of Wednesdays and the success of the

Wednesday promotion program ‘Sabse sastha din”.

The labeling of products on the shelves are being misplaced that generates wrong

information to the customers about the products.

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7.2 SUGGESTIONS

7.2.1 ORGANIZATION STUDY - RECOMMENDATION

Big bazaar should include more of branded products its product category so as to

attract the brand choosy people to come in to big bazaar.

The service of the sales person is needed to be improved. Personal care should be

taken by the sales person for the customers so that the customers feel good.

Customer care department is needed to take proper care of customer complaints and

queries. The person sitting at the help desk of big bazaar should be able to provide all

necessary information to the customers whenever it is required.

The interior arrangement is needed to be changed a bit during weekends as heavy

crowd comes in to big bazaar during those days.

7.2.2 SPECIAL TASK - SUGGESTIONS

Sales person has to be more efficient and effective. They require training for

communication, and should be knowledgeable about the handling products. They

should also make sure that they are available for customers in need.

Brands available for sale especially on apparels and electronics are less that doesn’t

meet the customer preference. And thus more brands are to be introduced to serve the

customer preference.

Frequent rearrangement practice on the floor is found to make an inconvenience in

the regular visitors of Big Bazaar in choosing their products, creating confusions and

discomfort. This has to be considered at the time of arrangements and utilization of

space.

Labeling has to be focused to covey the product information that makes a customer to

choose easily and reduce the salesperson’s role too. This has to be taken care

62

especially in placing it on the right position near to the respective products as per the

zonal direction.

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7.3 CONCLUSION

7.3.1 ORGANIZATION STUDY - CONCLUSION

Big bazaar is a major shopping complex for today’s customers. It is a place where customers find variety

of products at a reasonable price. Big bazaar has a good reputation of itself in the market. It has positioned

itself in the market as a discounted store. It holds a huge customer base. The majority of customers belong

to middle class family. The youth generation also likes shopping and moving around big bazaar. Volume

sales always take place in big bazaar. Impulse buying behavior of customers comes in to play most of the

times in big bazaar.

Different types of products starting from a baby food to pizzas all are available under one roof. People not

only visit big bazaar to do shopping but also visit for outing purpose as it provides a very nice ambience to

its customers. As people go to malls they just tend to move around big bazaar whether it is for shopping

purpose or for outing purpose. The major significance of big bazaar is that it providing enough parking

spaces for its customers. Even though some customers say that they feel problem in parking their vehicle.

7.3.2 SPECIAL TASK - CONCLUSION

The study on Merchandising in retailing was conducted in the Big Bazaar, Malleswaram,

Bangalore taking a sample of 70 customer’s feedback. The study could analyze the customer

response to the internal setting up of products on the floors in Big Bazaar. The research could

find the techniques, policies and measures adopted by the company to ensure an appealing

arrangement and display on the floor to attract the customers, thus pushing the stocks. The

study has also analyzed the response and satisfaction that the customers have throughout their

shopping. The research helped to know the preparation and implementation of planogram

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over the floors, especially at the time of festival days, that let the sales go up.

The Merchandising process apart from arrangement of products ensures efficient use of floor

space. It segregates and arranges each set of products such that they don’t waste space and are

not over loaded. The open space in the floor creates a comfortable and pleasant shopping

experience for the customers.

Thus the research study over the topic helped to explore the knowledge on the retailing

business that keenly focuses to pull customer’s eyes towards their products.

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BIBLIOGRAPHY & ANNEXURE

66

BIBLIOGRAPHY

www.futurebazaar.com www.futuregroup.in Retailing Management, Barton Weitz www.wikipedia.com

ANNEXURE

QUETSIONNAIRE

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For an Evaluation of Big Bazaar Retail Store

These are few questions that would not take more than 5 minutes of your time. I hope the

response would be honest and unbiased.

Place:

Age:

1) Do you find it difficult to reach your choice of products?

a) Always

b) most of the time

c) rarely

d) Never

2) What make you attracted to a section of products?

a) Neatness

b) Arrangement/display

c) variants

d) Need

e) All the options

3) Are you satisfied with the salesperson in terms of conveying product details?

a) Always

b) most of the time

c) rarely

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d) Never

4) Do you find your preferred brand on the floors?

a) Always

b) most of the time

c) rarely

d) Never

5) How much would you rate on appearance and arrangement of products on the floor?

a) 1

b) 2

c) 3

d) 4

e) 5

6) Do you find enough volume/no. of products to buy as per your need?

a) Always

b) most of the time

c) Rarely

d) Never

7) How would you find the floor?

a) Spacious

b) Congested

c) Mess

d) adjustable

8) Do you accept that BB can join the club ‘Shop at one roof’?

a) Strongly Agree

b) Agree

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c) Disagree

d) Strongly Disagree

9) How often you visit Big Bazaar?

a) Wednesday

b) Weekends

c) Once in a month

d) twice a month

10) Do you find the labeling (Product description slip) on each product you look for?

a) Always

b) most of the time

c) Rarely

d) Never

70