Project Report On Reliance Smart
Project Report On Reliance Smart
By: -
AKHIL SAXENA
ROLL NO: - 190835860002
COLLEGE NAME
SURAJMAL AGARWAL DEGREE COLLEGE, SIROLLY
(AKHIL SAXENA)
I INTRODUCTION
1 7
INTRODUCTION ABOUT TOPIC
II. METHODOLOGY
RESEARCH DESIGN
OBJECTIVES
III.COMPANY PROFILE
INTRODUCTION
HISTORY OF RETAILING
KEY PLAYERS
ANNEXURE
6 QUESTIONNAIRE 77-80
BIBLIOGRAPHY
CHAPTER-I
INTRODUCTION
The retail firms are spending a lot of their marketing resources to keep
existing customers rather than to attract new ones. Customer satisfaction plays a
key role in customer retention and also is a major differentiating factor among
retail stores. Delivering satisfaction to the consumers has become one of the
major drivers of profitability.
In this scenario, the firms have to work on what attracts consumers and
what will make them not to shift their choice towards competitors. Working out
strategies in this direction requires a thorough understanding of the preferences
of the consumers on the attributes that are considered of much significance.
CHAPTER-II
METHODOLOGY
RESEARCH DESIGN
A research design is the arrangement of conditions for collection and
analysis of the data in a manner that aims to combine relevance to the research
purpose with the economy in procedure.
In fact the research design is the conceptual structure within which research is
conducted, it constitutes the blueprint for the collection, measurement and
analysis of data.
OBJECTIVES
To study the customer preferences in choosing Reliance Smart Point.
To study the factors that are affecting the choice of customers in choosing a
retail store.
To study the factors that retain the customers who visit Reliance Smart Point
SAMPLING PROCEDURE:
To obtain the representative sample, a non-probability sample can be
drawn. In this study the method of selecting samples is random.
TOOLS:
The tools used for analyzing data are rating methods; graphs, pie charts
etc. Questionnaires are distributed to the individual respondents and special care
has been taken to make him/her feel comfortable so that he/she can answer all
the questions. This method is followed to get unbiased answers.
TECHNIQUES OF ANALYSIS:
The data collected from the customer are transcribed to the worksheet in
the form of tally bars and analyzed by statistical tools by drawing tables and
graphs, inferences were drawn on a marketing concept and conversation. Based
on the marketing concepts, findings of the research were driven and
recommendations are made.
It is not possible for any market study to make it accurate due to many
hurdles in the collection and computation of data. Some limitations of the study
are listed below
● The sampling frame to conduct the study has been restricted to Reliance
Smart Point.
● Respondents show reluctance towards giving correct information.
● Findings of the study are based on the assumption that respondents have
disclosed in the questionnaire.
● Time was a major constraint.
● The sample was limited to only customers who have made a purchase at
Reliance Smart Point.
CHAPTER-III
COMPANY PROFILE
Introduction
Retailing consists of those business activities involved in the sale of
goods and services to consumers for their personal, family, or household use.
Retailing comprises four elements: customer orientation, coordinated effort,
value-driven, and goal orientation. The word "Retail" originates from a
French-Italian word. Retailer-someone who cuts off or sheds a small piece from
something. Retailing is the set of activities that markets products or services to
final consumers for their own personal or household use. It does this by
organizing their availability on a relatively large scale and supplying them to
customers on a relatively small scale. Retailer is a Person or Agent or Agency or
Company or Organization who is instrumental in reaching the Goods or
Merchandise or Services to the End User or Ultimate Consumer.
In the Indian retailing industry, food is the most dominating sector and is
growing at a rate of 9% annually. The branded food industry is trying to enter
the India retail Industry and convert Indian consumers to branded food. Since at
present 60% of the Indian grocery basket consists of non- branded items.
The Indian retail industry is progressing well and for this to continue
retailers as well as the Indian government will have to make a combined effort.
The Indian retailing industry has seen phenomenal growth in the last five years.
Organized retailing has finally emerged from the shadows of unorganized
retailing and is contributing significantly to the growth of the Indian retail
sector. The “India Retail Sector Analysis report helps clients to analyze the
opportunities and factors critical to the success of the retail industry in India.
The Indian retail industry is going through a transition phase. Most of the
retailing in our country is still in the unorganized sector. The spread of the
retails in the US and India shows a wide gap between the two countries. Though
retailing in India is undergoing an exponential growth, the road ahead is full of
challenges
KEY CHALLENGES:
⮚ LOCATION:
"Right Place, Right choice" Location is the most important ingredient for
any business that relies on customers, and is typically the prime consideration in
a customers store choice. Location decisions are harder to change because
retailers have to either make sustainable investments to buy and develop real
estate or commit to long term lease with developers. When formulating decision
about where to locate, the retailer must refer to the strategic plan:
⮚ MERCHANDISE:
The primary goal of most retailers is to sell the right kind of merchandise
and nothing is more central to the strategic thrust of the retailing firm.
Merchandising consists of activities involved in acquiring particular goods and
services and making them available at a place, time and quantity that enable the
retailer to reach its goals. Merchandising is perhaps the most important function
for any retail organization, as it decides what finally goes on the shelf of the
store.
⮚ PRICING:
⮚ TARGET AUDIENCE:
SCALE OF OPERATIONS:
Scale of operations includes all the supply chain activities, which are
carried out in the business. It is one of the challenges that the Indian retailers are
facing. The cost of business operations is very high in India.
KEY PLAYERS IN THE INDIAN RETAIL SECTOR:
The untapped scope of retailing has attracted superstars like WAL-MART
into India, leaving behind the kiranas that served us for years. Such companies
are basically IT based. The other important participants in the Indian retail
sector are BATA , RELIANCE RETAIL , CAFÉ COFFEE DAY , KHADIM’S ,
CROSSWORD , MORE , STAR BAZAAR , RELIANCE FRESH , SPENCER ,
GOPALAN MALL to name a few.
COMPANY PROFILE
Smart Point is a neighborhood small format store of Reliance Retail with
an objective of “Bade Dukan ki Badi Bachat ab pados mein” (Big Saving of Big
Supermarkets, now near you) for customers.
Our Smart Point stores serve as the last mile delivery hub for all the
digital orders, while also providing easy accessibility for the customers as they
walk-in to the store and shop for their daily needs & services.
Each Smart Point has an integral delivery point feature that delivers
eCommerce orders to the homes in the neighborhood, as well as New
Commerce orders placed by the Kirana stores in the catchment.
At Smart Point, customers get assistance to shop online from a wide
range of products offered on JioMart, our e-commerce platform. Customers can
shop with ease, while also enjoying the experience of interacting with our
app/web.
Key services and product offerings of Smart Point includes:
• Grocery, FMCG, F&V and Dairy etc with “Badi Bachat”
• Netmeds Pharmacy, Medicines below MRP, all year round
• Jio Payment Bank, Banking with extended hours
• Health Care / Pathology Services
• Fashion / Electronics (through Kiosk)
• Battery Swap Station for Electric Vehicles
FUTURE GROUP:
Reliance isn’t buying the Future group companies (many of whom
are listed). There's a good reason for that – buying a company means
making an open offer to all shareholders which can significantly increase
the price.
And then, the Future Group companies are very complex. They
have gone through multiple demergers and mergers, and there are cross
liabilities between the group, promoter owned entities and third parties.
To unravel this can take a long time. Plus, any negative surprises (“Oh,
you also owe X to company Y?”) will scuttle the deal. So instead of
buying the companies, buy the assets themselves and leave the liabilities
with these companies.
Also, the public companies are not the full picture. The listed
Future Retail does a lot of transactions with entities controlled by
promoters or management. Example: Rivaaz Trade Ventures Private
Limited, which owns the real estate which is rented out to the malls run
by Future Retail. (See credit rating report) Some of these companies have
a massive amount of debt, acquired to buy those properties. This debt is
in trouble – for example, Rivaaz has already defaulted on the debt.
Buying the listed companies (like Future Retail) is not the whole
thing – what a buyer would want to do is to also buy the private
companies that own the real estate etc. What Reliance said was: We want
all of this, but we don’t want any liabilities. So the deal is for Reliance to
take over the assets, some of the debt but leave the rest with the Future
group under FEL.
In the last five quarters, RIL added close to 1,600 stores, i.e., close
to 7 million square feet. With Future Group seeing several store closures,
especially in Future Retail, now the incremental acceleration to
Reliance’s store addition provided by Future outlets, if the deal was
successful, would be relatively small, especially as Future has scaled back
its business significantly in the small-format stores.
This reiterates our belief that the strategic appeal of Future Group’s
assets to Reliance Retail has potentially diminished. RIL would now be
better off without the Future Group deal.
CORPORATE STATEMENT
We, in Future Group, will not wait for the Future to unfold itself but
create future scenarios in the consumer space and facilitate consumption
because consumption is development. Thereby, we will effect socio-economic
development for our customers, employees, shareholders, associates and
partners.
Our customers will not just get what they need, but also get them where,
how and 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 of the Indian consumer to their needs of tomorrow. It is this
understanding that has helped us succeed. And it is this that will help us succeed
in the Future. We shall keep relearning. And in this process, do just one thing.
Group Vision
Reliance’s vision is:
To be our clients’ first call and preferred collaboration partner within our
advisory expertise area. To consistently exceed our clients’ expectations for
professional and value-adding advice.
Group Mission
To provide the best and most value-adding advice within our advisory expertise
areas
To be an independent sparring-partner and to provide excellent advice for our
clients within our advisory expertise areas
Reliance’s activities shall be of benefit for both our clients – first and foremost –
and for our collaboration partners and employees.
Core Values
AREA OF OPERATION
Reliance Retail plans to open around 5,000 outlets that will be convenience
store, pharmacy, diagnostic center, telecom services and financial services
products outlet all rolled into one across the country, two people privy to the
development said.
The new-format stores called Reliance Smart Point will come up over the next
one year or so, one of them said. The stores will also sell fashion and
electronics, and wherever feasible they will have charging points for electric
vehicles, the person said Reliance Retail did not respond to an email seeking
comment as of press time Monday. Each outlet will be spread over 2,000-5,000
square feet, the sources said.
“They are very aggressive with the format,” the second person told ET. “These
stores will also act as a support system for JioMart. They are also like
mini-distribution centers for neighborhoods.”
Reliance Retail had piloted such outlets last year mainly in the range of
500-1,500 sq ft, but the plans for the format have evolved over the years to
include pharmacies, diagnostic and other facilities, the person said.
ET had reported in January last year that Reliance is looking to expand Smart
Point that would also act as last-mile delivery points for its JioMart e-commerce
venture.
Various real estate consultants and agencies ET spoke with said Reliance Retail
is aggressively looking to open stores of every format from electronic outlets to
supermarkets, and the country’s largest retailer by revenue and by number of
stores is unperturbed by the pandemic that has otherwise put expansion plans of
most of the retailers in the backburners.
Level 2
A. Department
General Books
Children Stationery
Office Stationery
Games CD's & DVD's
B. NBD(New Business Development)
Gift items
Car & MotorCycle Covers
Helmets
Scents & Perfumes
Home Decor
Auto accessories
D. Home Line
Bed Sheets, Pillows, Bed Spreads
Towels, Yellow dust
Carpets, Cushion Covers
Chair Bags
E. Clothes Dept
Ladies saris
Girls Dress Materials
Kids Wear
Level 3
Furniture Dept
Men’s Formals & Casuals Wears
Men’s Accessories
Luggage
Electronic Products
Home Appliances
Board of Directors:
Smart Point :-
At Smart Point Super center customers can definitely get the best product
at a better price. It sells a variety of merchandise at affordable rates; the prices
which it claims are lowest... Usually, the items are clubbed together for offers to
customers and it also offers weekend as well as monthly discounts.
⮚ GENERAL MERCHANDISE
⮚ APPARELS OR FASHION
⮚ DEPOT
⮚ HOME
⮚ NAVARAS
⮚ ELECTRONICS
✔ OPERATIONAL DEPARTMENT
✔ SUPPORTING DEPARTMENTS
Currently Smart Point stores are located only in India. Moreover the
customer friendly ambiance and the organized retailing of products also make
Smart point one of the successful retail companies in India…
ORGANIZATION STRUCTURE
3. Department manager
This designation is present for both functional departments as well as the
store department. A definite sales target is set for each department and it is the
responsibility of each DM to achieve the same. The DM’s of the functional
department are responsible for the smooth operation of their respective
departments. There are 5 DM’s in the store.
5. Team Leader
Sometimes the department is divided into sections and there are different
teams appointed to look after these sections. Team leaders are the heads of such
teams. There are a total of 105 TM’s and TL’s in the store.
6. Team Members
These comprise almost 80% of total staff. They are the actual customer
facing members and their key role is to provide best service to the customer.
Pleasing personality, good communication skills and overall product knowledge
are the main requirements for this post.
COMPETITORS INFORMATION
Shoppers Stop
Westside
Lifestyle
RPG Retail
Crossword
Primal
Copeland Mal
Tate Star Bazaar
More
Spencer’s.
Reliance Smart Points Plans
Reliance SMART is one of the largest & fastest growing Grocery retail chains
in India.
Synonymous to its name, SMART is a new age supermarket serving the needs
of today’s smart and value seeking customers. Reliance SMART offers a
one-stop shopping experience by offering fresh produce, bakery, dairy products,
home and personal care products, general merchandise, smart apparels and
appliances, making it a complete shopping destination. In many cases SMART
stores are co-located with our fashion & electronics store Reliance Trends and
Reliance Digital, giving customers a wide choice for all their shopping needs.
Further strengthening the value proposition SMART stores offer Reliance Retail
Private Brands. Our Private Brands offer product choices across 110 categories
spread over staples to processed foods and beverages, personal care, cosmetics
and fragrances to health and hygiene, fabric and home care to home décor
range. GoodLife, Snactac, Yeah!, Desi Kitchen, Purik, Enzo, Get Real, My
Home, Samvaad, Glimmer, Petals & Happy Living are some of the private
brands which are diligently crafted and quality tested products offering
outstanding value proposition.
ORGANIZATIONAL DEPARTMENT
1. Store Manager
This is the highest position in the store. He is the father & head of the
family. He is the decision maker for the store. The store Manager is responsible
for both the top line responsibility is sales & the bottom line responsibility is
profit.
Role of SM involves:
Ensuring smooth operations of the store.
Making plans to ensure highest profit for the store.
Proper execution of plans.
Deciding on offers or deals for clearance of products.
3. Department Manager
This designation is present for both the functional departments as well as
the store department. A definite sales target is set for each department & it is the
responsibility of each DM to achieve the same. The DMs of the functional
department are responsible for the smooth operation of their respective
departments. There are five DMs in the store.
4. Assistant Department Manager
As the name suggests the main role of ADMs is to assist the DMs in their work.
There are 8 ADMs in the store
5. Team Leader
Sometimes a department is divided into sections & there are different
teams appointed to look after these sections. TLs are the heads of such teams.
There are a total of 25 team leaders in the store.
6. Team Members
These comprise almost 80% of total staff. They are the actual customer
facing members & their key role is to provide best service to the customer.
Pleasing personality, good communication skills & overall product knowledge
are the main requirements for this post.
FUNCTIONAL DEPARTMENT
The store operations are divided into various operations which are carried
out by the respective functional departments.
E. Employee Welfare:
Every organization conducts welfare activities for its employees. The
welfare activities in RELIANCE RETAILs are unique by themselves.
Following are the welfare activities in the RELIANCE RETAIL
1. Award to staff that help in the pointing pilferage
2. Cultural activities to provide scope for their hidden talents
3. Birthday celebrations
4. Long-term service awards
2. LOGISTIC DEPARTMENT
The inventory levels of the store have to be maintained to avoid any stock
outs. LD is mainly concerned with the stock management in the store. They
maintain supply flow of required stock. The focus of LD is on removing
inefficient fulfillment of customer demand in the real time.
The role of the LD:
A. Safe & reliable transport in as much low price as possible
B. maintains contact with distribution teams (Trucks, Trains ...) and tracks
where the material is.
C. partnership with transportation firm so that cost and transport can be
shared does not occupy the whole truck space
D. Merchandise received from the central warehouse or vendors are taken
to the stores after undergoing the inward process. The excess merchandise
displayed on the floor gets sold out. It refers to an effective and cautious way of
moving the merchandise from the store warehouse to the respective section
inside the store where they have to be displayed and sold to the customers.
3. VISUAL MERCHANDISING
The Visual merchandising Department helps in educating the customer
about the product/Service in an effective and creative way while enabling a
successful selling process. Effective visual merchandising helps in the drawing
attention of the customers and helps them to match their needs.
Duties and responsibilities:
1. Communicate with the manager of the dept stores to workout floor
layout and display points as well as how and what items are to be displayed.
2. Design window or internal displays based on a theme style or trend of
advertising.
3. Dress mannequins & use appropriate lightning to display merchandise
for the best presentation possible.
4. Arrange signage and take down the display after promotion.
This department not only deals with the promotional displays inside the
adore but also outside the store. Putting hoardings, which are very large boards
of advertisements usually found b y roadside or putting window displays, which
are setting the scenes of what the customer will find inside the store is also
under the scope of usual merchandising dept.
4. COMMERCE DEPARTMENT
The role of the commerce dept refers to cashiering. Their functions
include cash management & cash troubleshooting.
Cashier Process: It includes accepting the merchandise from the customer,
scanning it, creating the bill, accepting the payment & finally packing the
merchandise for the customer. The cashier should count the total number of
merchandise & compare it with the bill. Then that number has to be noted on
the bill copy.
The cashier accepts the payment for the bill in the form of cash, cards &
gift vouchers. Through point of sales software, total sales at point can be
determined. At the closing time the cashier hands over the cash, credit notes,
gift vouchers to the head cashier.
He verifies the amount with the sale amount & in case of any difference
he balances the amount to the respective cashier salary. Hence it is a job of great
responsibility for the cashiers. The next morning the cash is deposited in the
bank.
5. ADMINISTRATION DEPARTMENT
This is divided into following sections
Security Services: The security personnel are under contract basis.
They are security staff working for pantaloons retail India ltd (PRIL). The
complete store security & movement tracking are under their control.
House-Keeping: Their man duty is to look after the cleanliness, &
overall
Hygiene of the store. The admin manager creates checklists for the
cleaning schedules & the team member’s work in accordance to those
checklists.
Packers: Proper packing of the sold goods is required before handing
it over to the customer. Helpers to the cashiers are appointed to do this
job. Packing the food items to be handled with care & other items all
separately is their job.
Loaders: Few people are appointed to load & unload merchandise
from trucks & cautiously transfer them to desired location in the store.
Standard Operation Procedure: In this section various registers are
maintained
● Key movement register: the various store keys are mentioned by
different staff members. These people have to make entries in their
register regarding the keys they carry.
● Staff Value Declaring Register: Every staff member while entering
the store has to declare the amount of cash with them. This is done
to minimize thefts within the store.
● Customer Foot-fall Report: This register is updated every hour. The
total number of customers that entered the store in that hour are
counted & noted down in this register.
● Staff Purchase Register: Entries are made in the register regarding
the purchases made by the staff members in the store.
● Staff grooming register: Entries regarding the appearance, personal
hygiene, presenting self & dress code of the team members are
made.
7. IT DEPARTMENT
The software used in the PRIL showroom is a retail enterprise manager
(REM). In this all the information concerning the product like name, category,
bar code number, MRP, discount rate, net price etc are stored.
2.Hyper market with 95000 markets with tailoring, shoe and watch repair, laundry
1.Product variety is available but more SKUs are not present due to inefficient back end
infrastructure
The opportunities for any brand can include areas of improvement to increase its business. A
brand's opportunities can lie in geographic expansion, product improvements, better
communication etc. Following are the opportunities in Reliance Retail SWOT Analysis:
1.Sourcing directly from farmers; no middlemen could earn more profit as number of farmers
will increase five times in next 5 years
3.Large potential to reduce operation cost in cities using strong supply chain
The threats for any business can be factors which can negatively impact its business. Some
factors like increased competitor activity, changing government policies, alternate products or
services etc. can be threats. The threats in the SWOT Analysis of Reliance Retail are as
mentioned:
TABLE-1
1. GENDER
GRAPH-I
INTERPRETATION:
Above table shows that 63.75% % of the customers are male, and 36.25
% of the respondents are female.
TABLE-2
2. AGE
GRAPH-2
INTERPRETATION:
Above table shows that 35% of the respondents fall under the age group of
below 25. 30% of the respondents fall under the age group of 35-45 years,
27.5% % of the respondents fall under the age group of 25-35 years of age, 7.5
%of the respondents are 45 and above years of age group.
TABLE-3
3. OCCUPATION
INTERPRETATION:
Above table shows that 35 % of the respondents are students, 25% of the
customers are professional, 25 % of the respondents are house-wife, 10 % of the
customers are self-employed and 5 % of the customers are service employees.
TABLE-4
4. MARITAL STATUS
INTERPRETATION:
Above table shows that 65 % of the respondents are married and 35% of the
respondents are single.
TABLE-5
5. INCOME LEVEL
INTERPRETATION:
Above table shows that 60% of the respondents fall under the income
group of below 10000 Rs. 15% of the customers fall under the income group of
Rs.10000-20000, 12.5% percent of respondents fall under income group of
Rs.20000-40000 and 12.5% of the respondents fall under income group of
40000 and above.
TABLE-6
GRAPH-6
INTERPRETATION:
The above table shows that 58.75% of the customers visit ONCE IN A
MONTH, 20% of the customers visit ONCE IN WEEK, 18.75% of the
customers visit ONCE IN 15 DAYS, 2.5% of the customers visit ONCE IN 2-3
MONTHS.
TABLE-7
\
GRAPH-7
INTERPRETATION:
Above Table shows that 37.5 % of the customers are purchasing Clothes
at fashion bazaar, 32.5% of the customers purchased food bazaar items, 15% of
the customers purchased electronic terms. 11.25% of the customers purchased
home products. 3.75% of the customers purchased accessories.
TABLE-8
INTERPRETATION:
Above table shows that 60 %of the customers are buy products by source
of news-papers, 25% of the customers are buy products by source (influenced
by) of Friends & others, 12.5%of the customers are buy products by source of
Televisions. 2.5% of the customers are buy products by source of F.M radio
TABLE-9
GRAPH-9
INTERPRETATION:
Above table shows that 40% of the customers approached
Smart Point due to BETTER-QUALITY, 37.5% of the customers approached
due to LOW-PRICE of products 15% of the customers approached due to
VARIETY OF PRODUCTS, 7.5% of the customers approached due to
availability VARIOUS BRANDS
TABLE-10
GRAPH-10
INTERPRETATION:
Above table shows that we conclude that the 68.75 customers are getting more
products in one category. 17.5% of the customers are not getting too-many
products in one category... 13.75% of the customers are not getting more
products in one product category. NONE of the customers can’t respond for
none of the categories of products available in one product category.
TABLE-11
11. How is the store space in Smart point for moving around for
products?
INTERPRETATION:
Above table shows that 72.5% of the customers can freely moving around
in store for products, 16.25% of customers can not freely moving around in
store for products,, 7.5% of the customers can get small space in store for
moving around for products, 3.75% respondents can get congested space in
store for moving around for products.
TABLE-12
GRAPH-12
INTERPRETATION:
The above table shows 47.5% of the customers getting
effective interaction from store re-preventatives for products. 37.5% of the
customers can’t not get effective interaction from store re-preventatives for
products. 12.5% of the customers can get Good integration from store
re-preventatives for products. 2.5% of the customers cannot get interaction from
store re-preventatives for products.
TABLE-13
13. Will Smart Point remind & intimating their store discounts &
prices to all customers in store?
INTERPRETATION:
Above table shows that we conclude that the 53.75% of the customers are
getting clear announcement from store about store discounts, prices... 32.5% of
the customers are not getting clear announcement from store about store
discounts, prices 13.75% customers are not getting any announcement from
store about store discount, prices...
TABLE-14
GRAPH-14
INTERPRETATION:
Above table shows that we conclude that the 47.5% of the customers are
getting fast customer-service from customer service department 35% of the
customers are getting slow- service from customer service department 11.25%
of the customers are getting not-sufficient service from customer service
department. 6.25% of the customers are getting not-good service from the
customer service department.
TABLE-15
INTERPRETATION:
Above table shows that we conclude that 86.25% of the customers
respond to stores offering special discount prices.13.75% of the customers
respond to stores that did not offer special discount prices..
TABLE: 15.A
If yes, what are the offers that are provided by Smart Point?
GRAPH-15.A
INTERPRETATION:
Above table shows that 37.5% of customers were aware of one get one
offer, 25% of customers were aware of 50%, 40%, 60%, offer, 12.5% of
customers were aware of buying one get two offers. 10% of customers were
aware of two 900(example) offers 7.5% where customers were aware buy one
get second one 60% on price & other offers.
Table-16
16. Are you waiting for a long time at the billing section at Smart
Point?
GRAPH: 16
INTERPRETATION:
Above table shows that 86.25% of the customers are waiting for long time in
billing section.13.75% of the customers are not waiting for long time for long
time at billing section at RELIANCE SMART
TABLE-17
17. DO you prefer the food courts & gaming section at Smart Point?
GRAPH: 17
INTERPRETATION:
Above table shows that 61.25% of the customers want food &
gaming section at store.38.7% of the customers don’t want Food Gaming
section at Smart Point
TABLE-18
INTERPRETATION:
Above table shows that 91.25% of the customers went to retail stores for
buying interest. .8.75% of the customers went to retail stores for product
interest. None of the customers have gone to retail-stores for
information-seeking & general interest.
TABLE-19
19. Have you purchased any product at Smart Point just by visiting
for the first time?
GRAPH-19
INTERPRETATION:
Above table shows that 65% of the customers do not buy the products for
first-time visitors to the store. 22.5% of the customers are buying the products
just by visiting first-time the store... 11.25% of customers are not buying the
products just by visiting first-time the store. 1.25% customers are buying the
products by more than visiting Two-times.
TABLE-20
INTERPRETATION:
Above table shows that 37.5% of the customer’s intention to re-enter into
the store is product quality & availability. 25% of the customer's intention is to
re-enter the store at low prices. 22.5% of the customer's intention is to re-enter
into the store with seasonal offers & discounts. 11.25% of the customer’s
intention to re-enter into the store is customer service. 3.75% of the customer’s
intention is to re-enter into the store is Ambience.
TABLE-21
GRAPH-21
INTERPRETATION:
Above table shows that 91.25% of the customers responding to Smart
Point maintain good product quality, quantity compared to other retail-stores.
8.75% of the customers responding to RELIANCE RETAIL maintain normal
product quality, quantity compared to other retail stores.. None of the customers
can’t respond to Smart Point maintaining poor, not-good product quality,
quantity compared to other retail-stores.
TABLE-22
INTERPRETATION:
Above table shows that the 78.75%of the customers are respond they can
feel very-satisfied after shopping at Smart Point. 21.25% of the customers are
respond they can feel satisfied after shopping at Smart Point. None of the
customers can't respond they can feel not-satisfied after shopping at Smart
Point
CHAPTER-V
FINDING, SUGGESTIONS
& CONCLUSION
FINDINGS:
⮚ 72.5% of customers are happy about the availability of free space for
display of products.
SUGGESTIONS
products
✔ Sign boards which show restrooms and trail rooms should be visible to
transactions)
The study concludes that the majority of the customers prefer shopping at
Smart Point, because of product variety, quality, service facility, reasonable
prices which make the customers feel more comfortable in visiting the store
again & again.
Customers shop more in the food and the men’s wear department in Smart
Point.
Customers feel that Smart Point has variety of products available in various
departments
Considering the fact that there are a lot of middle class families in India, Smart
Point has had a huge impact on the middle class section of India, the prices,
quality and sales strategy has helped in getting the middle income groups
getting attracted towards Smart Point.
RELIANCE RETAIL has been known for its great sale and great offers &
discounts. Smart Point has had long lines of people waiting to get into the store
for the sale. Therefore, the sales that Smart Point has had increased in a huge
way due to offers & discounts, thus this has been one of the main advantages of
Smart Point.
ANNEXURE
QUESTIONNAIRE
BIBLIOGRAPHY
QUESTIONNAIRE
Respected Sir/Ma’am,
I am a student, pursuing BCH from Surajmal Agarwal Degree College,
Sirolly, Kiccha. I am doing a project on “A STUDY ON CUSTOMER
PREFERENCES CHOOSING A RELIANCE SMART POINT”.” I request you
to cooperate in my research study, by kindly filling up the following
questionnaire.
Personal details:
Name:
1. Age:
2. GENDER
[ ] Male [ ] Female.
3. Occupation:
4. Are you:
[ ] Single [ ] Married.
5. Monthly income:
10. Will Smart Point provide more types of company products in one product
category?
11. How is the store space in Smart Point for moving around for products?
(A) Buy one Get one (b) 50% off,40%,off 60% off (c) Buy one get
two (d)Get two for 900 (example) (e) Buy one get second one
60% off on price (f) others discounts.
17. Are you waiting for a long time at the billing section at Smart Point?
A [ ] YES B [ ] NO
17. DO you prefer the food courts & gaming section at Smart Point?
A [ ] YES B [ ] NO
19. Have you purchased any product at Smart Point just by visiting for the
first time?
[ ] yes [ ] no [ ] not first time [ ] more than two times
(visiting)
BOOKS:
WEBSITES:
● Relianceretail.com
● Google search
● Scribd.com
● Wiki pedia.com
● Capitalmind.in