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INTERNSHIP PROJECTOn

Customer relationship management

InGurgaon

SUBMITTED BY:SANJAY SINGH BISHT

POST GRADUATE DIPLOMA IN FASHION MARKETING AND MANAGEMENT

NIFT MOHALIJULY 2010

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TABLE OF CONTENTS:

Project Title

Contents

Declaration

Summer Training Certificate

Acknowledgement

Preface

Companys Profile

Store Profile

Executive summary

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I. Introduction

II. Future: The new concept definition

III. Area Covered by Brands.

IV. Introduction of Green Service Desk..

V. Benefits of Green Card

VI. Recommendation..

VII. Suggestion.

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DECLARTION:

I Sanjay singh singh, student of NORTHERN INDIAN INSTITUTE OF FASHIONTECHONOLOGY completed 6 weeks training with Pantaloon retail india inAMBIENCE MALL GURGAON.In my 6 weeks training I covered the Variousaspects of Brands present in my store. This material provided in this report isoriginal and related to my knowledge and facts.

NAME: SANJAY SINGH BISHTDATE: 18 july 2010

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ACKNOWLEDGEMENT :

I take this opportunity to thank the management of Pantaloons Ltd. For allowingme to be associated with the organization and Hence exposing me to its uniqueculture which has helped immensely in enriching our knowledge and gaining avaluable insight into the practical aspects of customer interaction & GSD (GreenService Desk).

I am highly indebted to Mrs.Taranjot Ahuja ,Cource Cordinator for her help,cooperation, guidance, advice, suggestions and encouragement without whichthe project could not be possible.I am also grateful to Mr. Himansu Malik (D.M) &Mr. Avnish parihar (S.M , Pantaloons ambience) and Entire staff of PantaloonSaket who had been extremely cooperative and helpful at every step throughout

the Project Period.Last but not least we also thanks to Team Members ofPantaloon who spent their precious time in telling me about the brands availablein the store.

SANJAY SINGH BISHTMANAGEMENT TRAINEENORTHEREN INDIAN INSTITUTE OF FASHION TECHNOLOGY

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PREFACE:

I SANJAY SINGH BISHT, doing post graduate program in Fashoin marketing

management student of Northeren indianInstitute Of Fashion Technology(Mohali,Punjab),undergone summer training program in Retail Store of

Pantaloon(Saket) an arm of Future Group.I have been assigned a task as aproject related to Brand in Pantaloon. The project title is Analysis of brands &GSD. The project duration is 6weeks.

I feel great and pleasure in presenting this project which is essential in partialfulfillment of our Fashion marketing management program. Project is anintegral part of curriculum ad its purpose is to provide the student withpractical exposure of market in todays changing scenario.It helps indevelopment of practicals scales and analytical thinking process.It also

makes students aware of about the perception and taste of consumers.

Thusit helps in molding the students according to the requirement of the market.

After globalization there has been vast change in Indian retail market. Globalplayers have entered the fray which has forced the Indian retailers to changethere strategies and culture. There is cut throat competition and have realizedthe value of customers. Consumers buying preferences, taste, choice haschanged and have become more quality conscious.It leads to boom inconsumer market and people were on the spending speed.

So in such a competitive retail market where every retailer is trying to capturemaximum no. of consumer market. So this research project studies the currentsituation of customer service level prevailing in Indian retail industry and howdoes it impact retail outlets. And through the survey taken with the Customerswe can understand the psyche ofIndian consumers and very well analysisthat what they want and desire .This survey helps Retailers to satisfy thecustomers.

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COMPANYS PROFILE

Pantaloon Retail (India) Limited, is Indias leading retailer that operatesmultiple retail formats in both the value and lifestyle segment of the Indianconsumer marker. Headquartered in Mumbai (Bombay), the companyoperates over 5 million square feet of retail space, has over 450 stores across40 cities in India and employs over 18,000 people.

The companys leading formats include Pantaloons, a chain of fashion outlets,Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarketchain, blends the look, touch and feel ofIndian bazaars with aspects ofmodern retail like choice, convenience and quality and Central, a chain ofseamless destination malls. Some of its other formats include, Depot, ShoeFactory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, mBazaar andStar and Sitara. The company also operates an online portal,futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited, operates HomeTown, a large-format home solutions store, Collection i, selling home furnitureproducts and E-Zone focussed on caterings to the consumer electronicssegment.

Pantaloon Retail is the flagship company of Future Group, a business groupcatering to the entire Indian consumption space.

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FUTURE GROUP:

Future Group is Indias leading business group that caters to the entire Indianconsumption space. Led by Mr. Kishore Biyani, the Future Group operatesthrough six verticals: Retail, Capital, Brands, Space, Media and Logistics.

Apart from Pantaloon Retail, the groups presence in the retail space iscomplemented by group companies, Indus League Clothing, which ownsleading apparel brands like Indigo Nation, Scullers and Urban Yoga, andGalaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123 andBrew Bar.

The groups joint venture partners include French retailer ETAM group, US-based stationary products retailer, Staples and UK-based Lee Cooper. GroupCompany, Planet Retail, owns and operates the franchisee of internationalbrands like Marks & Spencer, Next, Debenhams and Guess in India. The

groupsI

ndian joint venture partners include, Manipal Healthcare, Talwalkars,Blue Foods and Liberty Shoes.

Future Capital Holdings, the groups financial arm, focuses on assetmanagement and consumer credit.It manages assets worth over $1 billionthat are being invested in developing retail real estate and consumer-relatedbrands and hotels. The group has launched a consumer credit and financialsupermarket format, Future Money and soon plans to offer insurance productsthrough a joint venture with Italian insurance major, Generalise.

The group is currently developing over 50 malls and consumption centresacross the country and has formed a joint venture company focusing on mallmanagement with Singapore-based Capital and, one of Asias largest propertycompanies.

Future Groups vision is to, deliver Everything, Everywhere, Every time toEvery Indian Consumer in the most profitable manner. The group considersIndian-ness as a core value and its corporate credo is - Rewrite rules, Retainvalues.

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Future the word which signifies optimism, growth, achievement, strength,beauty, rewards and perfection. Future encourages us to explore areas yetunexplored, write rules yet unwritten; create new opportunities and newsuccesses. To strive for a glorious future brings to us our strength, our ability tolearn, unlearn and re-learn, our ability to evolve.

We, in Future Group, will not wait for the Future to unfold itself but create futurescenarios in the consumer space and facilitate consumption becauseconsumption is development. Thereby, we will effect socio-economicdevelopment for our customers, employees, shareholders, associates andpartners.

Our customers will not just get what they need, but also get them where, howand when they need.

We will not just post satisfactory results, we will write success stories.

We will not just operate efficiently in the Indian economy, we will evolve it.

We will not just spot trends, we will set trends by marrying our understanding ofthe Indian consumer to their needs of tomorrow.

It is this understanding that has helped us succeed . And it is this that will help ussucceed in the Future. We shall keep relearning. And in this process, do just onething.

Rewrite Rules. Retain Values.

Group Vision

Future Group shall deliver Everything, Everywhere, Everytime for Every IndianConsumer in the most profitable manner.

Group Mission

We share the vision and belief that our customers and stakeholders shall beserved only by creating and executing future scenarios in the consumption spaceleading to economic development.

We will be the trendsetters in evolving delivery formats, creating retail realty,making consumption affordable for all customer segments for classes and formasses.

We shall infuse Indian brands with confidence and renewed ambition.

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We shall be efficient, cost- conscious and committed to quality in whatever wedo.

We shall ensure that our positive attitude, sincerity, humility and uniteddetermination shall be the driving force to make us successful .

Core Values

Indianness: confidence in ourselves.

Leadership: to be a leader, both in thought and business.

Respect & Humility: to respect every individual and be humble in ourconduct.

Introspection: leading to purposeful thinking.

Openness: to be open and receptive to new ideas, knowledge andinformation.

Valuing and Nurturing Relationships: to build long term relationships.

Simplicity & Positivity: Simplicity and positivity in our thought, businessand action.

Adaptability: to be flexible and adaptable, to meet challenges.Flow: to respect and understand the universal laws of nature.

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Pantaloon is not just an organisation it is an institution, a centre of learning &

development. We believe that knowledge is the only weapon at our disposal andour quest for it is focused, systematic and unwavering.

At Pantaloon, we take pride in challenging conventions and thinking out of the

box, in travelling on the road less travelled. Our corporate doctrine RewriteRules, Retain Values is derived from this spirit.

Over the years, the company has accelerated growth through its ability tolead change. A number of its pioneering concepts have now emerged asindustry standards. For instance, the company integrated backwards intogarment manufacturing even as it expanded its retail presence at the frontend, well before any otherIndian retail company attempted this.It was thefirst to introduce the concept of the retail departmental store for the entirefamily through Pantaloons in 1997. The company was the first to launch ahypermarket in India with Big Bazaar, a large discount store that it

commissioned in Kolkata in October 2001. And the company introduced thecountry to the Food Bazaar, a unique 'bazaar' within a hypermarket, whichwas launched in July 2002 in Mumbai. Embracing our leadership value, thecompany launched aLL in July 2005 in Mumbai, making us the first retailerin India to open a fashion store for plus size men and women.

Today we are the fastest growing retail company in India. The number ofstores is going to increase many folds year on year along with the newformats coming up.

The way we work is distinctly "Pantaloon". Our courage to dream and toturn our dreams into reality that change peoples lives, is our biggestadvantage. Pantaloon is an invitation to join a place where there are noboundaries to what you can achieve .It means never having to stop askingquestions; it means never having to stop raising the bar.It is an opportunityto take risks, and it is this passion that makes our dreams a reality.

Come enter a world where we promise you good days and bad days, butnever a dull moment!

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Partner Companies:

Home Solutions Retail (India) Ltd.

Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the homeimprovement and consumer electronics retailing segment.It caters to homemanagement requirements and products, including furnishings and textiles,furniture, consumer electronics, home electronics and home services.It operatesretail formats like Home Town, Furniture Bazaar, Collection I, E-Zone,Electronics Bazaar and Got It.

Future Capital Holdings

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 intoother financial services including insurance, credit and other consumer relatedfinancial services.Its associate companies are Kshitij Investment Advisory Co.Ltd., Indivision Investment Advisers Ltd., and Ambit Investment Advisory Co. Ltd.

Future Media India Ltd.

Future Media India Ltd. is a part of the Future Group, aimed at creation of mediaproperties in the ambience of consumption and thus offer active engagement tobrands and consumers.

Indus League Clothing Ltd.

The group owns a majority stake in Indus League Clothing Ltd., one of theleading apparel manufacturers and marketers in India. Some of its leadingbrands include Indigo Nation, Scullers, Urbana, Urban Yoga and Jealous 21.

Future Bazaar India Ltd.

Future BazaarIndia Ltd. is a subsidiary of Pantaloon Retail (India) Limited.Itowns and operates the online shopping portal futurebazaar.com

Galaxy Entertainment Corporate Ltd.

The group owns a stake in Galaxy Entertainment Corporate Ltd . that operateschains like Bowling Company, Sports Bar and Brew Bar.

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Joint Ventures Companies:

CapitaLand Retail IndiaThe group is a joint venture partner in CapitaLand Retail India, along withSingapore-based Capital and Limited. The company provides retail managementservices to retail properties owned or managed by various group companies andinvestment funds.

Footmark Retail

Foot mart Retail is a joint venture with Liberty Shoes and is engaged in theretailing of footwear products in India.

Planet Retail Holdings Ltd.

The group is a joint venture partner in Planet Retail Holdings Ltd ., which operatessports, lifestyle and leisure retail chain.It also owns the franchisee anddistribution rights of brands like Marks & Spencer, Guess, Debenhams and Pumain India.

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STORE PROFILE:I was being assigned with one of the store of Pantaloonsgroup.I was allocated with Pantaloons which is situated in Saket (New

delhi).

The Store is in a Famous Select city walk mall.

The Store Covers around 24000 Square feet of the total area. The store isdistributed into Two Floors. Ground floor and first Floor.A ground floor coversthe ladies section. And First floor covers mens formal, mens casual andblue sky section and kids section.

Store Manager of Saket PantaloonsMr.Sandeep Rana

Department Manager

Mr. Nazim khan (Mens casual & formal)Mr. Anu sharma (Woman section)Mr.Deepkaran singh(Women ethnics section)Mr. Dhiraj tiwari(Kids section)

H.R. of Saket pantaloonsMs.Sandhya kumar

V.M.of Saket PantaloonsMs. Kavita

S.C.M. of Saket pantaloonsMr. Bhupal

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EXECUTIVE SUMMARY

A brand is a collection of images and ideas representing aneconomic producer; more specifically, it refers to the concretesymbols such as a name, logo, ...

Brand management is the application ofmarketing techniques to a specific product,

product line, or brand. It seeks to increase theproduct's perceived value to the customer and

thereby increase brand franchise and brandequity. Marketers see a brand as an implied

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promise that the level of quality people havecome to expect from a brand will continue

with future purchases of the same product.

This may increase sales by making acomparison with competing products morefavorable. It may also enable themanufacturer to charge more for the product.

The value of the brand is determined by theamount of profit it generates for the

manufacturer. This can result from acombination of increased sales and increasedprice, and/or reduced COGS (cost of goods

sold), and/or reduced or more efficentmarketing investment. All of these

enhancements may improve the profitability

of a brand, and thus, "Brand Managers" oftencarry line-management accountability for abrand's P&L profitability, in contrast tomarketing staff manager roles, which are

allocated budgets from above, to manage andexecute. In this regard, Brand Management is

often viewed in organizations as a broaderand more strategic role than Marketing alone

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INTRODUCTION:

Retailing is one of the largest industries in India and is second biggest sources ofemployment in the country.In the recent past the organised retailing has grownthrough a tremendous growth.In India, organised retailing, is contributing 3% oftotal retail sector and is still evolving. However, it is expected to increase to 5%,by 2010. Retail sector forms 10-11% of GDP1.It is alluring in terms of

investment, employment opportunity, and usage of technology.

Retailing is in a rapid state of change due to speedy technological developments,changing competitive positions, varying consumer behaviour as well as theirexpectations and liberalized regulatory environment.In such a scenario,information is crucial to plan and control profitable retail businesses and it can bean important source of competitive advantage so long as it is affordable andreadily available.

The whole PANTALOONS is devided in to four Categories. These all are asmention as following.

LADIES SECTION1. Ladies formal-The available brands are

1. Annabelle2. Scullers for her3. Rig (semi formal)4. AND

Ladies western wear- the available brands are1. UMM2. Jealous3. Bare denim4. Lee cooper5. Honey

Ladies active (Sports) wear- The available brands are1. Ajile2. Urban-yoga

Ladies party wear- The available brands are1. Remanika2. End3. 109 F

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Ladies ethnic- The available brands are1. Rangmanch2.Trishaa3.Akkriti4.Biba

2.KIDS SECTION- The available brands are1. Lilliput2. Chalk3. Barbie4. Akkriti5. Bare7214

6.

Rig7. Sach3.MENS SECTION-The available brands are

y Mans formal-1. John Millar2. Lombard3. Urbana4. Indigo nation5. F-factor6. Akkriti

Mans casuals-1. Rig2. Bare leisure3. Scullers4. Ajjile5. Umm6. Lee-Cooper7. Spykar8. Bare denim9. ALL

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2. Wallet and hand bags- The available brands arey Tommy Hilfiger

5. Watches -The available brands are

y Titany Timexy Fastrack

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Sunglass- The available brands arey Lee coopery Fasttrack

y Calvin Kleiny Tommy Hilfiger

PT AND NPT BRANDS

Mens Casual PT Bare Leisure

Mens Casual PT Rig Mens

Mens Casual NPT scullers

Mens Denim NPT Lee cooper Mens

Mens Denim PT Bare Denim Mens

Mens Denim PT Umm Mens

Mens Sportswear PT Ajile Mens

Mens Ethnic PT Akkriti Mens

ALL PT All Ladies

Mens Formal PT Lombard

Mens Formal PT/NPT Suits & Blazer

Mens Party PT F-factor

Mens Formal NPT Indigo NationMens Formal PT John Miller

Ladies Ethnic PT Akkriti Ladies

Ladies Party PT Honey

Ladies Denim PT Bare Denim Ladies

Ladies Party NPT 109F (wall)

Ladies Party NPT AND (wall)

Ladies Party NPT Remanika (floor)

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PANTALOON: THE NEW CONCEPT DEFINITIONConcept: CHALK

y Target age group : 2 to 7 yearsy Median: 5 yearsy Gender: Boys and Girlsy Categories- Shirts, t-shirts, Top, Skirts, Frocky Current Brand Status: Fragmenty Perception: Valuey Influences: Oililyy Character:

Full spectrum of Kids wear, from daywear to occasion wear, withcommunication and environment targeting the mothers instincts, and to

some extent the childrens wishes, which they are learning to express asthey are growing.

y Central Meme:The wonder years- discovering new things (including gender differences)

Concept: BARE 7214y Target age Group: 7 to 14 year

Ladies Formal PT Annabelle

Ladies Casual NPT Lee cooper Ladies

Ladies Ethnic PT Rang Manch

Ladies Ethnic PT Trisha

Ladies Denim NPT Biba

Ladies Sportswear PT Ajile Ladies

Ladies Sportswear NPT Urban Yoga Ladies

Ladies Casual PT Rig

Ladies Denim PT Umm Ladies

Kids PT/NPT Kids Party Ethnic

Kids PT Chalk

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y Median: 11 yearsy Gender: Boys and girlsy Categories: T-shirts, shirts, skirts, pantsy Current Brand Status: Fragmenty Perception: Value

y Influences: Gap Kidsy Character:

Celebrating the gender differenceFull spectrum of Casual Kids wear, ranging from jeans to daywear

Concept: HONEY

y Target Age Group: 15 to 25 Yearsy Median: 18 yearsy Gender: Young Girlsy Categories- Tees, trouser, tops, Tunic Tops, skirts, blouses, jeansy Current Brand Status: Potential Power Brandy Perception: Valuey Character:

Contemporary edgy girly fashiony Central Meme:Celebrity aspirationsGlitz and glamour-now

Concept: JEALOUS 21

y Target Age Group: 18 to 30 Yearsy Median: 18 yearsy Gender: Young Womeny Categories- Jeans, skirts, tops, shirts, trousery Current Brand Status: Power Brandy Perception: Lifestyley Character:

Stylish bold and sexyy Central Meme:

Forever youngHard-edge sexyBold and beautifulSharp and Feisty

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Concept: ANNABELLE

y Target Age Group: 25 to 40 Yearsy Median: 27 Years

y Gender: Womeny Categories- Shirts, trouser, blazer, skirtsy Current Brand Status: Potential Power Brandy Perception: Valuey Influences: Marks and Spencer

Cotton Worldy Character:Full spectrum of contemporary classic womens western wears AnnabelleClassicsAnnabelle Naturals/Cottons

y Central Meme:Addressing the multiple roles a woman plays through the day- from the office toan evening partyYoung aspiring and ambitious career women

Concept: UMM

y Target age group: 15 to 25 yearsy Median: 20 yearsy Gender: men and womany Categories- Shirts, jeans, t-shirts, cargo, tops, capreey Current brand status: potential power brandy Perception: lifestyle

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y Character:Streetwear for youth

y Central meme:Influenced by underground music

Wired for music

Concept: RIG

y Target age group: 21 to 35 yearsy Median: 30yearsy Gender: men and womany Categories- Shirts, trouser, Capree, cargo, tunic-topy Current brand status: power brandy Perception: lifestyley Influences: woodlands, timberlands

y Character:Outdoor/utility/adventure casuals

y Central Meme:Hardware/work wear

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Concept: Bare

y Target Age Group: 25 to 45 Yearsy Median: 35Yearsy Gender: Men and Womeny Categories- Shirts, t-shirts, jeans, tops, capree, belt, jewelleryy Current Brand Status: Power Brandy Perception: Valuey Influences: Polo Ralph Lauren , Tommy Hilfiger

y Character:Functional/classic casualsFull spectrum of casual wear

y Central Meme:Jeans and leisure: Blue and Khaki

UTILITY CLOTHING

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Concept: LEE COOPER

y Target age group: 18 to 35 yearsy Median: 26 yearsy Gender: men and womeny Categories- Shirts, jeans, t-shirts, cargo, tops, capreey Current brand status: power brandy Perception: lifestyle

y Influences: pepe, diesely Character:European premium urban menswear

y Central meme:Up- market youth fashion

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Concept: AJILE

y Target age group: 16 to 30 yearsy Median: 26 yearsy Gender: Men and womeny Categories: T-shirts, shorts, lower, Capri, barmuda, tracksuits, jackets, socksy Current brand status: power brandy Perception: lifestyley Influences: Nike, Reebok,y Character:

Full spectrum of sportsweary Central meme:

Active sportswearSports inspired fashion clothing

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Concept: SCULLERS

y Target Age Group: 25 to 40 Yearsy Median: 32 Yearsy Gender :Men and Womeny Categories- Shirts, trouser, tops, capree, blazer, skirts, denimy Current Brand Status: Power Brand

y Perception: Lifestyley Influences: Gap

y Character: Full spectrum of contemporary smart office for Men and Women

y Central Meme:Inspired by classic American casual clothing

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Conscious, natural, active, introspective and sensitive

Concept: ALL

y Target Age Group: 18-45 Yearsy Median: 27 Yeary Gender: Men and Womeny Categories: Shirts, t-shirts, trouser, short, barmuda, Capri, denim, cargo,

lower, kurta, dupattay Current Brand Status: Potential Power Brandy Perception: Lifestyley Influences: Lane Bryant

y Character:Full spectrum of Stylish clothing for the plus size

y Central Meme: Style beyond size

Concept: AKKRITI

y Target Age Group: 21 to 30 Yearsy Median: 25 Yearsy Gender: Men and Womeny Categories: Kurta, scarf, shirts, tops, skirts, trouser, shervaniy Current Brand Status: Fragmenty Perception: valuey Influences: Bandhej

y Character:

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Full spectrum of indo-western Clothing (More Indo than Western)

y Central Meme:Urban Indian Fusion wear

Concept: JOHN MILLER

y Target Age Group: 21 to 35 Yeary Median: 27 Yearsy Gender: Meny Product: Shirts, trouser, ties, belts, hankies, wallet, t-shirts, blazer and suitsy Current Brand Status: Power Brandy

Perception:V

aluey Influences: Alto to Zen

Travels by train to work

y Character:Aspirational formal officewear/officewear casuals at value Entry to Mid-levelmanagementFashion follower

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y Central Meme:Stepping-stone to successFriday dressing (JM Sports)

Concept: INDIGO NATION

y Target age group: 21to 30 yearsy Median: 25 yearsy Gender: meny Categories: Shirts, trouser, ties, belt, t-shirts, walletsy Current brand status: power brandy Perception: lifestyley Influences: Extrovert, drives a swifty Character:

Officewear on the borders of acceptability in a corporate environment middlemanagement

y Central meme:

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Edgy office wear: best before 30Office wear with attitude

Concept: LOMBARDy Target age group: 40 to 55 yearsy Median: 48 yearsy Gender: Meny Product: Shirts, trouser, ties, belts, wallet, t-shirts, blazer and suitsy Current brand status: potential power brandy Perception: lifestyley Influences: Honda city to Toyota corolla

y Character:The luxury of perfect British tailored menswearSenior management

y Central meme:Perfect bespoke clothingPremium tailored clothingFine detailing

Concept: URBANA

y Target age group: 30 to 40 yearsy Median: 35 yearsy Gender: Meny Categories: Shirts, Trouser, ties, belty Current brand status: power brandy Perception: lifestyley Influences: Jermyn street, Thomas pinky Character:

Formal wear with technological innovation and classic workmanshipTop management to CEO: young achiever

y Central meme:Differentiation through technological innovation

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Concept: F-factor

y Target age group: 25 to 40 yearsy Median: 32 yearsy Gender: Meny Categories: Partywear shirts, trouser, blazer, suitsy Current brand status: fragmenty Perception: Valuey Influences: charagh diny Character: party weary Central meme:

Jhakkas fashionLoud, bold, flashy

GREEN SERVICE DESK-

As a customer focused enterprise, Pantaloons provides you with not only thelatest fashion trends, but a unique and enriching shopping experience as well.

And to make your experience all the more special, Pantaloons now offers instantrewards on every purchase. Which means discounts, gifts and much more, all atthe the time of purchase.

Your Green Card is your passport to a whole new world of exclusive deals andspecial rewards.

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Now you can upgrade to even higher privileges by becoming a 7 star member

The new improved Green Card has a seven Star upgrade status, which will offerhigher privileges to this exclusive group of members.

When you shop with Green Card, you get rewarded instantly

1 Star members- Gift voucher worth Rs.150 on enrolment3 Star members- 5%discount on every purchase4 Star members - An exclusive 7.5%discount on every purchase7 Star members- A whopping 10% discount on every purchase

Your most recent purchase helps you upgrade

Your upgrade is not dependent on the date of enrolment or calendars year.

You can now upgrade on the basis of your purchases in the immediate preceding12 months of your current shopping date.

One card, any store

Just swipe your card at any of the billing counters to enjoy instant benefits . Ourall- new online system ensures that you derive all privileges at any Pantaloons,Blue sky and all stores.

How to Green Card works

Present your card for the swipe every time you make a purchase at anyPantaloons, Blue Sky and all stores.

Membership & 12 month Purchase- based Upgrading System

Three Star Cards- Upgrade to a 3 star status by shopping for Rs.8,000/- in theimmediately preceding 12 months of current shopping date.

Five Star Card- Upgrade to a 5 star status by shopping for Rs.20,000/- in theimmediately preceding 12 months of current shopping date.

Seven Star Cards Upgrade to a 7 star status by shopping for Rs. 40,000/- inthe immediately preceding 12 months of current shopping date.

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12 month Purchase- based Upgrading System

When you shop at Pantaloons and your total purchase (including that days ) inthe previous 12 months totals to the criteria value of the next tier, you upgrade tothe next status.

Membership Validity

1 Star card is valid for a period of 2 years from the date of enrolment .

3, 5 and 7 Star cards are valid for a period of one year from the date of upgrade .

Membership Renewal

Purchase worth Rs.

8,000/- within 2 years of card issue date and retain a 1 Starstatus.

Purchase worth Rs.8, 000/- with 1 year of card issue date and retain a 3 Starstatus.Purchase worth Rs. 20,000/- within 1 year of card issue date and retain a 5 Starstatus.

Purchase worth Rs.40, 000/- within 1 year of card issue date and retain a 7 Starstatus.

Other Benefits

Green Add-on Cards

Your Green Card benefits can now be shared with members of your family . Applyfor an Add-on Card today. Let your family also be entitled to direct discounts andother privileges that we have to offer. A 1 and 3 Star member is entitled to haveone Add-on Card and a 5 and 7 Star member is entitled to have two Add-onCards.

Green Days

Exclusive Green Card shopping days give you a preview of the End-of-SeasonSale, so that you are the first to get hold of the latest merchandise .

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Green Channel

Our special billing counter is open to all Green Card members during the End-of-Season Sale. Now you can avoid the rush at the regular billing counter.

Green Offers & Promotions

These are exclusive shopping offers sent to you on a regular basis. Just flashyour Green Card and claim the special offers and promotions. At times, offersopen to all customers are further enhanced for our esteemed Green Cardmembers.

Green Service Desk

For all your queries, information and service, contract the Green Service Desk atany Pantaloons store.

Green Exchange

Relax now you can exchange your products within 60 days of purchase. (90 daysfor 7 star members)

Green Drop

Your busy schedule may not permit you to collect your purchase. Just ask for thegreen drop service and your purchases will be home-delivered to you. Thisservice is exclusively available to the 7 star members all year round and also tothe 5 star mem

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BENEFITS 7STAR 5 STAR 3 STAR 1 STAR

Discounts on all

Subsequent

purchase

10% 7.5% 5% Gift voucher worth rs.150/ -on new enrolment

Upgrade Enrolment

Upgradekit

Upgradekit

Upgradekit

Welcome kit

Add-on cards tofamily members

2 2 1 1

End of Season Sale

Preview

yes yes yes Yes

Green Channel yes yes yes yes

Green Drop Yes-allyear round

Yes-allyear round

exceptEoss

No No

Green Exchange 90 days 60 days 60 days 60 days

Green Service Desk yes yes yes Yes

Green Offers &Promotions

yes yes yes Yes

RECOMMENDATIONS:

There are few recommendations that I think Pantaloon Saket, should take intoconsideration for developing a niche for itself in the market and enjoy a largechunk of loyal customers:

8/7/2019 sanju baba

39/40

1.Fast billing process-

People at the cash till should be trained enough to get the billing done in a leastpossible time. According to S.O.P if the Systems are not in proper condition orHave some problem it should be checked before store opening, so that it may not

affect the customers and there time.Sometimes on Week Ends due to high rushBilling procedure gets slow and it humiliates the Customer.

2.Delegation of authority-

Proper delegation of authority should be made at the CCAs level to handlecustomers queries and provide immediate solution to the customers withoutconsulting seniors because the extra time taken could frustrate the customers .

3.Out of the way solution-

I

t is said that if some thing extra is required to please the customers then thereshould be no hesitation of retailer. And to retain one customer one should go toany end. As in retail world Customer is always right.

4.Proper shopping ambience-

To provide good customer service, it is imperative that a good ambience iscreated in the store. Like the First thing which attracts the customer is the storeoutlook which we in retail World call it Visual Merchandise. Which includes Lookand feel of store like The fragnance , Music, Lightning, Display of merchandise.Also the customer service the employees provide to the customers.

SUGGESTIONS:

Problems in the store premises which I observed during my store visit for6weeks. The most important thing which store should never forget is customer isalways right. Customer is treated as god. Whether its fault of customer, theemployee should always have to accept it on them and try to satisfy customer onthem .The few problems came up to me were like:

1.) Employees: When the Employees in the store are appointed for store, noformal Training is provided to them.

They lack in basic Communication skills. This plays a very vital role in Frontend.

The stock which customers demand is most of the time out of stock orunavailable in Store. The customers face this problems lot of time and whichmoves our customer to other competitors store. And thus we loose ourcustomer.

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The security of the store is not tight, thats why shrinkage has gone up inthis year. Which ultimately reduced the profit of the store?

THANK YOUYashu janartha