REPORT ON

Internship
In
PANTALOONS
Submitted to the

School of Retail Management

On partial fulfilment of the
BBA-II SEM. (Retail Management)
Under the Guidance of
DR. YOGITA MANDHANYA
By
TANISHQ BAKLIWAL
2018BBRM049

Symbiosis University of Applied Sciences

Bada Bangadda, Near Super Corridor Indore 453112

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Declaration from the student

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Certificate from the company

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Certificate from the company

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Certificate from the faculty guide

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 ACKNOWLEDGMENT

I have taken efforts in this project. However, it

would not have been possible without the kind
support and help of many individuals and
organizations. I would like to extend my sincere
thanks to all of them.
I am highly indebted to (Dr. YOGITA
MANDHANYA) for their guidance and constant
supervision as well as for providing necessary
information regarding the project & also for their
support in completing the project.
I would like to express my gratitude towards my
parents & member of (SYMBIOSIS UNIVERSITY
OF APPLIED SCIENCES) for their kind co-
operation and encouragement which help me in
completion of this project.
I would like to express my special gratitude and
thanks to industry persons for giving me such
attention and time.
My thanks and appreciations also go to my
colleague in developing the project and people
who have willingly helped me out with their
abilities.

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TABLE OF CONTENTS

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 EXECUTIVE SUMMARY

Pantaloons today retails over 200 licensed and international brands, including 24 exclusive in-house brands.
The Pantaloons exclusive brand bouquet includes Rangmanch, Agile, Honey, Akkriti, Chalk, Annabelle,
Trishaa, Alto Moda, Poppers, and Chirpie Pie; besides, it also features brands licensed on a long- term
basis: Bare, Rig, SF Jeans, Byford, JM Sports and Lombard.
The company launched six new brands in FY'15, including Alto Moda, SF Jeans, Byford, Poppers and
Chirpie Pie. Pantaloons also hosts Madura F&L's brands such as Louis Philippe, Van Heusen, Allen Solly,
Peter England and People in menswear; Van Heusen and Allen Solly in womenswear, and Allen Solly
Junior. It also retails partner brands such as John Miller, Celio, Spykar, Levis and Lee Cooper in menswear;
Jealous 21, 109*F, AND, Chemistry and KRAUS in women's western wear; BIBA, Global Desi, and W in
women's ethnic wear; Barbie and Ginny&Jony in kidswear.
Aditya Birla Group is an Indian multinational conglomerate, headquartered in Worli, Mumbai, India. It
operates in 35 countries with more than 120,000 employees worldwide. The group was founded by Seth Shiv
Narayan Birla in 1857. The group has interests in viscose staple fibre, metals, cement (largest in India),
viscose filament yarn, branded apparel, carbon black, chemicals, fertilisers, insulators, financial services,
telecom, BPO and IT services.
The purpose of the report is to

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 CHAPTER ONE- introduction and theoreTICAL background of the study

A. COMPANY BACKGROUND:-
Pantaloons, a division of Aditya Birla Fashion and Retail Ltd. is one of India's largest and fastest
growing fashion retailers. Constantly innovating designs, concepts and products by infusing the
latest trends in fashion and clothing styles, Pantaloons has a repertoire of lifestyle brands to cater
to every consumer's needs across multiple occasions.

The first Pantaloons store was launched in Kolkata in 1997. Over the years, the brand has
undergone an evolution process to bring to life compelling trends and styles catering to every
fashion need for women, men and kids.

Voted as 'India's Most Trusted Apparel Retail Brand,' (Brand Equity Survey 2014/2015),
Pantaloons, a division of ABFRL has always been one of the most loved large format fashion
retailers in India. Pantaloons is today the fastest growing large format retailer in the country. The
rate of new store openings has increased from one every two months to one every two weeks. The
brand is now present in 78 Indian cities / towns.

Pantaloons posted revenues of INR 2,164 crores in FY15-16, up by 17 percent from the previous
year. The company offers a wide range of brand offerings across apparel and non-apparel
categories and across varied price points.
It operates across categories of casual wear, ethnic wear, formal wear, party wear and active wear
for men, women and kids. Womenswear is the lead category contributing to half of total apparel
sales. Non-apparel products include footwear, handbags, cosmetics, perfumes, fashion jewelry and
watches.

B. INDUSTRY BACKGROUND:-
The Company was incorporated as Peter England Fashions and Retail Limited on April 19, 2007
under the Act under CIN No. U1810MH2007PLC233901 and obtained the certificate of
commencement of business on May 14, 2007.
The name of the company was changed to Pantaloons Fashion & Retail Limited on April 23, 2013.
The Corporate and Registered Office of the Company is at 701-704, 7th Floor, Skyline Icon
Business Park, 86- 92, off. Andheri-Kurla Road, Marol Village, Andheri (East), Mumbai- 400059,
India. The registered office was changed from Regent Gateway, Plot No 5B, Doddanekundi Village,
KIADB Industrial Area, ITPL Road, Bangalore, Karnataka- 560048, India to Indian Rayon
Compound, Veraval, Junagadh- 362266, Gujarat toA-4, Aditya Birla Centre, S. K. Ahire Marg,
Mumbai - 400 030, Maharashtra.
Pantaloons, the newly acquired business by The Aditya Birla Group, one of India's leading
multinational conglomerates, is a powerhouse of fresh fashion and innovation. While weaving its
magic across lifestyle segments, Pantaloons caters to the discerning and trendy Indian consumer.
Pantaloons stores have an abundance of choices across categories that range from western to
Indian wear, formal to party wear and active wear for men, women and kids.
To further add to the customer's innumerable choices that reflect style, attitude, and comfort,
Pantaloons has extended its horizons to fashion accessories like fragrances, footwear, handbags,
watches, sunglasses and much more.
With a chain of 71 fashion stores across 35 cities and towns, Pantaloons is constantly extending its
foot-prints into the rest of modern India. Pantaloons which was previously controlled by the Future
Group has now been taken over by Aditya Birla Nuvo Limited ['ABNL']. ABNL is a part of the
prestigious Aditya Birla Group, a $40 billion Indian multinational, operating in 36 countries across
the globe with over 133,000 employees.
The Aditya Birla Group ranks high in the League of Fortune 500 Corporations of the world with a
strong mix of talented and capable personnel comprising of 42 different nationalities, who are
credited with anchoring the organization and scripting one brilliant success story after another.

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Aditya Birla Fashion and Retail Ltd. (ABFRL) emerged after the consolidation of the branded
apparel businesses of Aditya Birla Group comprising ABNL's Madura Fashion division and ABNL's
subsidiaries Pantaloons Fashion and Retail (PFRL) and Madura Fashion & Lifestyle (MFL) in May
2015. Post the consolidation, PFRL was renamed Aditya Birla Fashion and Retail Ltd
ABFRL has been founded on the belief that the first sign of success of a modern nation lies in the
ability of its citizens to celebrate. India's young working population and robust economic
performance has led to rising incomes which, combined with increasing global exposure, are
empowering many latent wants to morph into demands. With retail expanding independently
through brick and mortar as well as e-commerce, the Indian fashion consumer now deserves
futuristic and comprehensive omni-channel options. The time for ABFRL to arrive was ripe.
ABFRL brings together the learnings and businesses of two renowned Indian fashion icons,
Madura Fashion & Lifestyle and Pantaloons. This will create a synergistic core that will act as the
nucleus of the future fashion businesses of the Aditya Birla Group.

CHAPTER 2- METHODS
a. Objectives of the study- objective of the study was to get the knowledge about
how to handle customers, make them aware about the sale offers during denim
exchange and EOSS i.e. End Of Season Sale provided by Pantaloons and also to
achieve the Green Card target of customer loyalty program during EOSS.
 To provide extra privileges to pantaloons green card customers keeping in
mind that they get extra privileges not only inside the store of pantaloons,
but also outside the store and to make the Pantaloons Customer Loyalty
Program more powerfully doing tie ups with restaurants, health clubs,
saloons, pubs, colleges, laundries, tattoos makers.
 To find out customer loyalty for pantaloons store
 To find out customer satisfaction.
b. Selected retail store- PANTALOONS( treasure island mall, Indore)
c. Information collected about the store- Pantaloons is India’s leading retailer that
operates multiple retail formats in both the value and lifestyle segment of the
Indian consumer market. Headquarted in Mumbai. The company operates over 12
million square feet of retail space. Following are the some reasons of growth of
pantaloons:-
 Increase in disposable income of consumers
 Increase in consuming desire
 Low share of organized retailing
Pantaloons fresh fashion stores have presence with stores not just in metros but also
in smaller towns. All the stores have a wide variety of categories like casual wear,
ethnic wear, formalwear, party wear and sportswear for men, women and kids.
Pantaloons fresh fashion stands out as a fashion trendsetter, on the lines of how
fashion is followed internationally. This ‘fresh fashion’ destination allows customers to
shop for the latest in fashion apparel and accessories throughout the year in an
attractive and visually stimulating ambience. Pantaloons is the among India’s largest
chains of fashion stores. Pantaloons fresh fashion, with its focus on ‘fresh look’, feel
and attitude. Pantaloons offers, trendy and hip collections that are in sync with the
hopes and aspirations of discerning young and ‘young-at-heart’ consumers.
d. Limitations of the study:-
 Questionnaires were filled in evenings, when most of the people were in
hurry and they might not have responded graciously to all the questions.
 Those who came out of the store after shopping, were chosen for getting the
questionnaires filled but they held bulky polyethylene bags, which they
found difficult to stand for long and answer the questions.

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  Sometimes it happens that most of the cash counter were closed and
quantity of customers were more, because of which customers were
standing for a long time in the queue and some change their mood for
buying and left the store without purchasing.

CHAPTER 3- PROFILES
Company profile:-
 Flagship company of future group
 Founder and group CEO, Mr. Kishore Biyani
 Company operates over 12 million square feet of retail space
 Over 1000 stores
 Across 71 cities in India
 Employs over 30,000 people
Pantaloons Fashion and Retail Limited is an Indian premium clothing retail
chain. The first pantaloons store was launched in Gariahat, Kolkata in 1997. As
of November 2013 there are 76 pantaloons store in 44 cities. Pantaloons was
previously controlled by the future group, but has now been taken over by
Aditya Birla Nuvo Limited (ABNL).
Originally incorporated as Manz Wear Private LTD on October 12, 1987.
The company’s name was changed to Manz Wear LTD on September 20,
1991, further to pantaloons fashion (India) ltd on September 25, 1992 and to
pantaloons retail (India) ltd on July 7, 1999.
Pantaloons comes from the Italian word Pantalone, which in turn was derived
from a character in a seventeenth century comedy play.
In 1992 the company inaugurated to its first exclusive men’s store called
Pantaloons Shoppe.
By 1995 the no. of stores had grown to 70.
In august 1997, the first department store called Pantaloons was opened in
Kolkata with an investment of 0.7 million.
It was the first retail store in India that marketed apparel for the entire family.
The company’s vision is- Pantaloons shall deliver everything, everywhere,
every time for every Indian consumer in the most profitable manner. Indian
consumer in the most profitable manner.
The company’s mission is- they shall infuse Indian brands with confidence
and renewed ambition;
They shall be efficient, cost-conscious and committed to quality in whatever
they do;
They shall ensure that our positive attitude, sincerity, humility and united.

CHAPTER 4- ANALYSIS AND INTERPRETATION OF DATA

A. DEPARTMENTS:-

 ALL THE DEPARTMENTS AND THEIR FUNCTIONS:-

1. Men’s casual: offer t-shirts, chinos, casual shirts, jeans, capris, casual shoes, sports
t-shirts, lowers and hoodies at affordable price and which suits to customers in all
sizes. Brands like SF, LEVIS, AJILE, PEPE JEANS, BYFORD, URBAN RANGER
and FLYING MACHINE are available.

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2. Men’s formal: offer formal shirts, trousers, coat, tie, blazers and belts at the price
plotted by the brands. Brands like JOHN MILLER, PETER ENGLAND, LOUIS
PHILIPPE and RICHARD PARKER are available.
3. Customer service desk: helps the customers with complaints and questions,
give customers information about products and services, take orders, and process
returns. By helping customers understand the product and answering questions
about their reservations
4. Women’s western: offer t-shirts, jeans, shorts, shirtwaist, dungaree, strapless and
classic western long dresses available at a cheap price which fits the customers with
their demand. Available brands are like HONEY, AJILE, ANNABELLE, DENIM,
KRAUS, LEVIS, VAN HEUSEN, LEE COPPER and PEP JEANS.
5. Kid’s wear: their home brands like poppers and others brands are JINI N JOHNY
and 612 LEAGUE. They offer from low price to medium price and most of the time
offers discounts on clothes.
6. Women’s ethnic: different range of variety of clothes at different time and with good
quality material, offers in different patterns also. Brands like AURELIA, AKRITI, BIBA,
W, GLOBAL DESI and their home brand is RANGMANCH.
7. Non-apparel and accessories: are not purchased all the time but gets sold off in
different sales. Available products are perfumes, makeup products, and watches for
men, women and kids, ear rings, bracelets, pendants.

 RELATION AND FUNCTIONING

B. STOCK:-
 CATEGORY MANAGEMENT

 MERCHANDISE HIERARCHY:-

STORE MANAGER

I. OPERATIONS:-

 OPERATION EXECUTIVE

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  DEPARTMENT MANAGER:-

 ASSISITANT DEPARTMENT MANAGER

 TEAM LEADER:-

FLOOR ASSISTANT
II. SUPPORT FUNCTION:-

 MARKETING MANAGER
 HR MANAGER
 COMMERCIAL:-

 CASHIER
 INFORMATION:-

SECURITY
 ADMINISTRATION:-
 MAINTENANCE

HOUSE KEEPING

 CUSTOMER SERVICE DESK

 VIRTUAL MERCHANDISER

C. INSIDE THE STORE:-

 PRODUCT LIFE CYCLE:-
 VARIOUS FUNCTIONS OF THE STORE

D. MARKET FUNCTIONS:-
Pantaloons has been successful in the market because of its loyal customer base and
diversified product portfolio. Pantaloons has created a flexible team strategy so that
its key goals can be attained. It has been using online commerce to increase its sales
and revenues. Its build-to-order processes ensure that customers receive products
according to their specifications.

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  COMPETITOR ANALYSIS:-
Pantaloons pvt. Ltd. Primary competitors have sought to find ways in which they can reduce
prices. They have ensured that innovative strategies are designed as a means of combating the
low costs of PANTALOONS pvt. Ltd. The price and quality differential, which pantaloons has
been known for, is slowing eroding because of innovative strategies.
The competition within the computer industry is very swift which means that pantaloons might
lose its future competitive advantage. Additionally, pantaloons is suffering from a decline in
projects while its share in the ventilation market has also reportedly decline. Pantaloons is also
suffering from competitors which are a market leader in technology and innovation.
Below are the top 6 Pantaloons competitors:
1. Shoppers Stop
2. Vishal Mega mart
3. Westside
4. Wills Lifestyle
5. Jabong
6. Myntra

a. Shoppers stop :-

SHOPPERS STOP VS PANTALOONS

Shoppers Stop is the pioneer of pan-nation Incorporated in 1987, Pantaloons Retail is

one-stop retail outlets. The total area of among the pioneers in chain retailing. It is the
operations of Shoppers Stop, (50 largest retailer in the country having over 100
departmental stores in FY12) and its various stores across segments. Starting out with
formats total to 4.6 m sq. feet. While the dedicated apparel stores (Pantaloons) the
company has stores across the cross-section of
group primarily caters to the lifestyle
the society. The company's business is broadly
retailing segment, it has forayed into divided into 2 segments, Lifestyle and Value
specialty retailing and through associates it retailing. At the end of 3QFY06 (March quarter
has ventured into formats like large 2006) it had the following formats of retailing.
hypermarkets, entertainment zones, F&B On the apparels front it has Pantaloons (21
concepts and airport retailing. Its list of departmental stores), Central Malls (3 seamless
stores includes the flagship Shoppers Stop, malls), Blue Sky (fashion accessories) and aLL
Home Stop, book store Crossword, (fashion apparel for plus size individuals).
HyperCITY, Mothercare and others. These stores can be classified under the
'Lifestyle Retailing'. On the general
merchandise front it has Big Bazaar (26
hypermarkets), Food Bazaar (45 supermarkets)
and Fashion Station (5 fashion stores). These
fall under 'Value Retailing'.

b. Vishal mega mart:-

VISHAL MEGA MART VS PANTALOONS

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 c. Westside:-

WESTSIDE VS PANTALOONS

d. Wills lifestyle:-

WILLS LIFESTYLE VS PANTALOONS

e. Jabong:-

JABONG VS PANTALOONS

f. Myntra:-

MYNTRA VS PANTALOONS

 PRICE:-
o Pantaloons India has brought a whole new revolution when it comes to
pricing strategy through big bazaar and food bazaar.
o Pantaloons offers affordable price to branded garments.
o More than 70% of sales at pantaloons consists of price labels like john
miller, etc.
o They offer different types of price like seasonal price, discount price, bundle
price.
o Pantaloons offers value for money strategy to all its customers. Pantaloons
offer discounts during festive season. They also have end of year clear off
sales. All the goods are procured from private small-scale producers and are
bundled and sold under private labels.

 SERVICE OFFERED:-
Customer service in pantaloons is a series of activities designed to enhance the
level of customer satisfaction:-
o Defective or broken product should be exchanged, often only with a receipt
but within a specified time frame.
o Pantaloons has a desk assigned to deal with returns, exchanges and
complaints and performs related functions at the point of sale.
o Customer service is normally an integral part of a company’s customer
value proposition.
o From the point of view of an overall engineering effort, customer service
plays an unavoidable role in an organization’s ability to generate income
and revenue.
o From that perspective, customer service should be included as an overall
approach to systematic improvement.
o Some have stated that the level of customer service in pantaloons has
decreased in recent years, and the executive and middle management
hierarchy of an organization.

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 o Customer service is an organization’s ability to fulfil their customer’s wants
and needs. Excellent customer service is the ability of an organization to
consistently exceed the customer’s expectations.
o Pantaloons also helps in solving the problems of the customers like problem
in alteration, problem in gift voucher to cash, problems in billing in bulk,
problem in e-purchasing, problem in replacement, problem in wrong billing,
sending gifts in India, problem in prepaid card, etc.
o They also offer some special service to their green card members which are
of 5 star or 7 star customers.

 USP:-
 ADVERTISMENT AND PROMOTION:-

E. HR:-

 Manpower planning:-
 Salary:-
 Hierarchy:-
 Structure:-
 Statutory compliances:-

F. FINANCIAL FUNCTIONS:-

The Company’s Management is responsible for establishing and maintaining internal financial
controls based on the internal control over financial reporting criteria established by the Company
considering the essential components of internal control stated in the Guidance Note on Audit of
Internal Financial Controls over Financial Reporting issued by the Institute of Chartered Accountants
of India. These responsibilities include the design, implementation and maintenance of adequate
internal financial controls that were operating effectively for ensuring the orderly and efficient conduct
of its business, including adherence to the Company’s policies, the safeguarding of its assets, the
prevention and detection of frauds and errors, the accuracy and completeness of the accounting
records, and the timely preparation of reliable financial information, as required under the Companies
Act, 2013.
Our responsibility is to express an opinion on the Company's internal financial controls over financial
reporting based on our audit. We conducted our audit in accordance with the Guidance Note on Audit
of Internal Financial Controls Over Financial Reporting (the “Guidance Note”) and the Standards on
Auditing as specified under Section 143(10) of the Companies Act, 2013, to the extent applicable to
an audit of internal financial controls, both applicable to an audit of Internal Financial Controls and,
both issued by the Institute of Chartered Accountants of India. Those Standards and the Guidance
Note require that we comply with ethical requirements and plan and perform the audit to obtain
reasonable assurance about whether adequate internal financial controls over financial reporting was
established and maintained and if such controls operated effectively in all material respects. Our audit
involves performing procedures to obtain audit evidence about the adequacy of the internal financial
controls system over financial reporting and their operating effectiveness. Our audit of internal
financial controls over financial reporting included obtaining an understanding of internal financial
controls over financial reporting, assessing the risk that a material weakness exists, and testing and
evaluating the design and operating effectiveness of internal control based on the assessed risk. The
procedures selected depend on the auditor’s judgement, including the assessment of the risks of

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 material misstatement of the financial statements, whether due to fraud or error. We believe that the
audit evidence we have obtained is sufficient and appropriate to provide a basis for our audit opinion
on the internal financial controls system over financial reporting.

G. SECURITY
H. IT FUNCTIONS

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 I. CUSTOMER SERVICE/ LOYALITY:-

Customer satisfaction attributes. These attributes should be there in mind before

offering service:-

• up to mark product
quality

• best in quality and discounts

differentiation

• use of internet technology

access

• highly respected and

face value reputed brands

• cleans, safe and well

ambience organized environment

In pantaloons, for offering customer service or loyalty, they have a desk that we call
as customer service desk (CSD), which offers several things like:-
a. Giving vouchers related to the ongoing sale
b. Helping customers to make green card
c. Call the customers by telephone to inform them about several ongoing offers.
d. Complain handling
e. Exchange policy
f. Mass GC entry
g. Customer input update
h. OTP code delivery
i. Customer profile and number modification
j. Alteration
k. Gift wrapping and packaging
l. Gift card and gift vouchers issuance
m. In-store announcement
n. Store hours
o. Shopper- friendliness
p. Deliveries

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 Loyalty program:-
The pantaloons green card, loyalty program, has been designed exclusively
for pantaloons’ customers to enhance customer satisfaction. Presently
offered to over 4 million members, the programme entitles members to
discounts, point’s redemption and special privileges at all pantaloons stores.
The card has four tiers depending on the year’s shopping, when a customer
shops, the card updates with increasing privileges and discounts.
The benefits covered under green card include discounts, complimentary
delivery of altered garments, relaxed exchange policy, complimentary
shipping, exclusive sale preview, exclusive billing counters.
There is a membership criterion for customers in pantaloons, where
customers become members and enjoy discounts on shopping:-

1 STAR:-
a. 2 points per rs.100
b. No questions asked exchange policy, valid for 90 days, bill not required
c.

J. INNOVATION:-
K. SWOT ANALYSIS:-

 Strengths in the SWOT analysis of Pantaloons

o Pioneer in the industry, largest market share and capitalization.

o Reputation for value for money (competitive pricing), convenience and a

wide range of products all in one store.

o Presence in major cities

o Highly strategic human resource management and development. It

invests time and money in training people and retaining them.

o Most trusted and respected brand by the consumers.

o Being financially strong helps pantaloons retail India deal with any
problems, ride any dip in profits and out perform their rivals.

o Development and innovation are high at pantaloons India with regards

to it products and consumer preferences and lifestyle changes which
keep its ahead of it competitors.

 Weakness in the SWOT analysis of Pantaloons

o Pantaloons does not function internationally, which has an effect on

success, as they do not reach consumers in overseas markets.

o PRIL is the world’s largest grocery retailer and control of its empire,
despite its IT advantages, could leave it weak in some areas due to the
huge span of control.

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 o Since pantaloons retail India Ltd sell products across many sectors, it
may not have the flexibility of some of its more focused competitors.

o Each business line faces competition from speciality companies.

Fashion segment, Shoppers Stop, Trent, lifestyle. In hypermarket-RPG
(Spencer’s), Trent (Star India Bazaar) in food business, Reliance Fresh,
Spinach, Food World.

 Opportunities in the SWOT analysis of pantaloons

o Huge untapped market

o (The Indian middle class is already 30 Crore and is projected to grow to

over 60 Crore by 2010 making India one of the largest consumer markets
of the world).

o Organized retail is only 3% of the total retailing market in India. It is

estimated to grow at the rate of 25-30% p.a. and reach INR 1, 00,000
Crore by 2010.

o To take over, merge with, or form strategic alliances with other global
retailers, focusing on specific markets.

o New locations and store types offer PRIL opportunities to exploit market
development. (Diversification into insurance, property and variety of
products and stores).

o Opportunities exist for PRIL with its current strategy of large, super
centres.

o Rural retailing

 Threats in the SWOT analysis of pantaloons

o Being number one means that you are the target of competition. (Extra
competition and new competitors entering the market could unsteady
pantaloons retail India).

o A slow economy or financial slowdown could have a major impact on

pantaloons retail India business and profits.

o Consumer lifestyle changes lead to less of a demand for pantaloons

retail India/services.

o Price wars between competitors, price cuts and so on could damage

profits for pantaloons retail India.

o The actions of a competitor could be a major threat against pantaloons,

for instance, if they bring in new technology or increase their workforce
to meet demand.

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 o Shopping culture: shopping culture has not developed in India as yet.
Even now malls are just a place to hang around with family and friends
and largely confined to window shopping.

o If unorganized retailers are put together, they are parallel to a large

supermarket with little overheads, high degree of flexibility in
merchandise, display, prices and turnover.

CHAPTER 5- finding and conclusions

CHAPTER 6:-
RECOMMENDATIONS AND SUGGESTIONS:-

I. Customers get exhausted if they stand in a queue to get billing done, even
for 10 minute.
II. Their in-house brand availability and value of money are the main factors
that attract more customers to their stores.
III. Pantaloons needs to provide play space for children coming with their
parents for entertainment.
IV. Pantaloons should include more variety of products in its basket to acquire
the convenience of availability of all products under one roof.
V. More computers should be included at exchange counter and number of
billing counters should be increased during the sales and festive season.
VI. The schemes and offers should be analysed before generalizing to
customers.
VII. Staff should be trained to assist people and to make them understand the
benefits of green card membership to strengthen customer loyalty.
VIII. Good quality of merchandise, which should be trendy and compete with the
latest market trend.

Chapter 7- bibliography
Websites- Wikipedia, pantaloons.com, cbinsights, scribd, owler,
shodhganga.inflibnet.ac.in, researchgate and equity master
Chapter 8- appendix

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