A Study On Promotional Strategy and Consumer Service of Big Bazaar

A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR
CHAPTER 1: Introduction
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Chapter 1: Introduction OBJECTIVE:1. To analyze how the mix influence the customer satisfaction level.
2.
To determine the current status of big bazaar.
3.
To study the satisfaction level of customers with regard to promotional strategies of big bazaar.
4.
To find out the buying behavior of the customers coming in to Big Bazaar and formulating strategies accordingly.
5.
To identify main competitors of Big Bazaar with regard to services.
Introduction:
Retail means selling goods and services in small quantities directly to customers. Retailing consists of all activities involved in marketing of goods and services directly to consumer for their personnel family and household use. The Indian retailing industry is becoming intensely competitive, as more and more payers are Vying for the same set of customers. The major retail players are Pantaloon Retail, Shoppers Stop, Reliance, etc. Retailing is one of the biggest sectors and it is witnessing revolution in India. The new entrant in retailing in India signifies the beginning of retail revolution. India's retail market is expected to grow tremendously in next few years. According to AT Kearney, The Windows of Opportunity shows that Retailing in India was at opening stage in 1995 and now it is in peaking stage in 2006. India's retail market is expected to grow tremendously in next few years. India shows US$330 billion retail market that is expected to grow 10% a year, with modern retailing just beginning. India ranks first in 2005. In fact, in 2005 and 2006, India is the most compelling opportunity for retailers, because now India is in peaking stage. Page | 2
Sector details:
1. Introduction to retail industries. 2. Retail word is derived French word retailer means to cut off a piece. 3. Retailing includes all the activities involved in selling goods or services to the final customer for personnel or non-business use. 4. Supermarket is a retailing of a wide variety of consumer products under one roof, ample stock, stock of several brands & extended business hours.
History of Retailing:
Retail concept is old in India. Worlds first departmental store started in Rome. Todays kirana stores are based on Manusmriti&Kautilyasarthshastra. Haats, Melas, Mandis& door to door salesmen are traditional Indian retail. Vishal Mega Mart is a retail sector, which is providing good quality of products in very reasonable price than its competitors. Retailing and wholeselling consist of many organizations designed to bring goods and services from the point of production to the point of use. Retailing includes all the activities involved in selling goods or services directly to final consumers for their personal, non-business use. Retailers can be classified in terms of store retailers, non-store retailing, and retail organizations. Store retailers include many types, such as specialty stores, department stores, supermarkets, convenience stores, superstores, combination stores, hypermarkets, discount stores, warehouse stores, and catalog showrooms. These store forms have had different longevities and are at different stages of the retail life cycle. Depending on the wheel-of-retailing, some will go out of existence because they cannot compete on a quality, service, or price basis. Non-store retailing is growing more rapidly than store retailing. It includes direct selling (door-to-door, party selling), direct marketing, automatic vending, and buying services.Much of retailing is in the hands of large retail organizations such as corporate chains, voluntary chain and retailer cooperatives, consumer cooperatives, franchise organizations, and merchandising conglomerates. More retail chains are now sponsoring diversified retailing lines and forms instead of sticking to one form such as the department store. Retailers, like manufacturers, must prepare marketing plans that include decisions on target markets, product assortment and services, store atmosphere, pricing, promotion, And place.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Retailers are showing strong signs of improving their professional management and their productivity, in the face of such trends as shortening retail life cycles, new retail forms, increasing intertype competition, and polarity of retailing, new retail technologies, and many others. Wholesaling includes all the activities involved in selling goods or services to those who are buying for the purpose of resale or for business use. Wholesalers help manufacturers deliver their products efficiently to the many retailers and industrial users across the nation. Wholesalers perform many functions, including selling and promoting, buying and assortment-building, bulk-breaking, warehousing, transporting, financing, risk bearing, supplying market information, and providing management services and counseling. Wholesalers fall into four groups. Merchant wholesalers take possession of the goods and include full-service wholesalers (wholesale merchants, industrial distributors) and limitedservice wholesalers (cash-and- carry wholesalers, truck wholesalers, drop shippers, rack jobbers, producers' cooperatives, and mail-order wholesalers). Agents and brokers do not take possession of the goods but are paid a commission for facilitating buying and selling. Manufacturers' and retailers' branches and offices are wholesaling operations conducted by non-wholesalers to bypass the wholesalers. Miscellaneous wholesalers include agricultural assemblers, petroleum bulk plants and terminals, and auction companies. Wholesalers, too, must make decisions on their target market, product assortment and services, pricing, promotion, and place. Wholesalers who fail to carry adequate assortments and inventory and provide satisfactory service are likely to be bypassed by manufacturers. Progressive wholesalers, on the other hand, are adapting marketing concepts and streamlining their costs of doing business.
CURRENT SCENARIO:
India rank first in terms of emerging market potential in retail sector. Current retail market is US $ 215 billion. Growth rate of retail sector in India is 8-10% per annum.Near about 12 million retail outlets are spread across India. FDI in retail sector increases from US $ 3.1 billion in 2003 to over US $7.6 billion in 2009. It will grow more as FDI % has been increased.
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Other Services Provided By Retailers:

Retail not only provides products to the customer but also gives different types of services like: Airlines & travel agents Banks Health clubs Hotel & Restaurants Movie theatres
Challenges
Largely urban phenomenon, pace of growth is still slow. Not being recognized as an industry in India so availability of finance is low to new market players. High cost of real estate. High stamp duties. Lack of infrastructure. Multiple & complex taxation system. Protest against retail sector.
Future Strategy:
It is projected that up to 2012 retail sector will be worth around US $ 300 billion. FDI is going to increase rapidly, up to 2012 retail sector will become biggest industry in India. Retail sector is expected to create 2 million jobs up to 2012. According to Indian Retail Report top 10 players in modern retail trade are going to invest US $ 18-20 billion in next five years.
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CHAPTER 2: Sector Details
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Chapter 2: Sector Details&Evolution of Indian Retail Industry: Introduction:

In India, the most of the retail sector is unorganized. In India, the retail business contributes around 14 to 15 percent of GDP. The Indian retail market is estimated to be US $ 450 billion and one of the top five retail markets in the world by economic value. India is one of the fastest growing retail markets in the world, with 1.2 billion people. As of 2013, India's retailing industry was essentially owner manned small shops. In 2010, larger format convenience store and supermarkets accounted for about 4 percentage of the industry, and these were present only in large urban centres. India's retail
and logistics industry employs about 40 million Indians (3.3% of Indian population). Until 2011, Indian central government denied foreign direct investment (FDI) in multi-brand retail, forbidding foreign groups from any ownership insupermarkets, convenience stores or any retail outlets. Even single-brand retail was limited to 51% ownership and a bureaucratic process. In November 2011, India's central government announced retail reforms for both multi-brand stores and single-brand stores. These market reforms paved the way for retail innovation and competition with multi-brand retailers such as Wal-Mart, Tesco and Carrefour, as well single brand majors such as IKEA, NIKE, and APPLE. The announcement sparked intense activism, both in opposition and in support of the reforms. In December 2011, under pressure from the opposition, Indian government placed the retail reforms on hold till it reaches a consensus. In January 2012, India approved reforms for single-brand stores welcoming anyone in the world to innovate in Indian retail market with 100% ownership, but imposed the requirement that the single brand retailer source 30 percentage of its goods from India. Indian government continues the hold on retail reforms for multi-brand stores. In June 2012, IKEA announced it had applied for permission to invest $1.9 billion in India and set up 25 retail stores. An analyst from Fitch Group stated that the 30 percentage requirement was likely to significantly delay if not prevent most single brand majors from Europe, USA and Japan from opening stores and creating associated jobs in India.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR On 14 September 2012, the government of India announced the opening of FDI in multibrand retail, subject to approvals by individual states. This decision are welcomed by economists and the markets, but caused protests and an upheaval in India's central government's political coalition structure. On 20 September 2012, the Government of India formally notified the FDI reforms for single and multi-brand retail, thereby making it effective under Indian law. On 7 December 2012, the Federal Government of India allowed 51% FDI in multi-brand retail in India. The government managed to get the approval of multi-brand retail in the parliament despite heavy uproar from the opposition. Some states will allow foreign supermarkets like Wal-Mart, Tesco and Carrefour to open while other states will not. In late 1990's the retail sector has witnessed a level of transformation. Retailing is being perceived as a beginner and as an attractive commercial business for organized business i.e. the pure retailer is starting to emerge now. Organized retail business in India is very small but has tremendous scope. The total in 2005 stood at $225 billion, accounting for about 10% of GDP. In this total market, the organized retail accounts for only $8 billion of total revenue. According to A T Kearney, the organized retailing is expected to be more than $23 billion revenue by 2010. In organized retailing will grow faster than unorganized sector and the growth speed will be responsible for its high market share, which is expected to be $ 17 billion by 2010-11. The organized sector is expected to grow faster than GDP growth in next few years driven by favorable demographic patterns, changing lifestyles, and strong income growth. This organized retail sector mix includes supermarkets, hypermarkets discounted stores and specialty stores, departmental stores. For example, Spencer network has 69 stores, which includes seven Spencer hypermarkets, three Spencer super markets and 49 Spencer Dailys. Now the company is planning to open 20 stores in 10 cities in six months. The top 10 retailers account only for 2% of total market, today modern retailing is expected to enter a boom phase, which has major players and these players might capture 10% of total market, within next five years. The retail sales in India for future are shown below (data from 20052008 is based on estimates)
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Existing Competition:
Reliance fresh. Aditya Birla group. Sahara Shop. Shoppers Shoppe. Mark and Spencers. D Mart Apna Bazaar Easy Day
The untapped scope of retailing has attracted superstores 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, Big Bazaar, Pantaloons, Archies, Cafe Coffee Day, landmark, Khadims, Crossword, to name a few.
The trend in the Industry:

1. Low share of organized retailing 2. Falling real estate prices 3. Increase in disposable income and customer aspiration
Increase in expenditure for luxury items (CHART):
Predicted Mall Distribution Space in India

Delhi & NCR
26% 5% 5% 7%
30%
Mumbai Hyderabad Pune
27%
Banglore Tier II cities
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Another credible factor in the prospects of the retail sector in India is the increase in the young working population. In India, hefty pay packets, nuclear families in urban areas, along with increasing working-women population and emerging opportunities in the services sector. These key factors have been the growth drivers of the organized retail sector in India which now boast of retailing almost all the preferences of life - Apparel & Accessories, Appliances, Electronics, Cosmetics and Toiletries, Home & Office Products, Travel and Leisure and many more. With this the retail sector in India is witnessing rejuvenation as traditional markets make way for new formats such as departmental stores, hypermarkets, supermarkets and specialty stores.
Evolution of Indian Retail Industry:
Introduction:
Indian Retail Industry is standing at its point of inflexion, waiting for the boom to take place. The inception of the retail industry dates back to times where retail stores were found in the village fairs, Melas or in the weekly markets. These stores were highly unorganized. The maturity of the retail sector took place with the establishment of retail stores in the locality for convenience. With the government intervention the retail industry in India took a new shape. Outlets for Public Distribution System, Cooperative stores and Khadi stores were set up. These retail Stores demanded low investments for its establishment. International Brand Outlets, Hyper or Super markets, shopping malls and departmental stores
Retailing in India: A forecast

Future of organized retail in India looks bright. According to recent researches it is projected to grow at a rate of about 37% in 2007 and at a rate of 42% in 2008. It will capture a share of 10% of the total retailing by the end of 2010.
INDIA: A Hot Spot

India retail industry is the largest industry in India, with an employment of around 8% and contributing to over 10% of the country's GDP. Retail industry in India is expected to rise 25% yearly being driven by strong income growth, changing lifestyles, and favorable demographic patterns. Page | 10
A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR It is expected that by 2016 modern retail industry in India will be worth US$ 175- 200 billion. India retail industry is one of the fastest growing industries with revenue expected in 2007 to amount US$ 320 billion and is increasing at a rate of 5% yearly. A further increase of 7-8% is expected in the industry of retail in India by growth in consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It has further been predicted that the retailing industry in India will amount to US$ 21.5 billion by 2010 from the current size of US$ 7.5 billion. Shopping in India has witnessed a revolution with the change in the consumer buying behavior and the whole format of shopping also altering. Industry of retail in India which has become modern can be seen from the fact that there are multi- stored malls, huge shopping centers, and sprawling complexes which offer food, shopping, and entertainment all under the same roof. India retail industry is expanding itself most aggressively; as a result a great demand for real estate is being created. Indian retailers preferred means of expansion is to expand to other regions and to increase the number of their outlets in a city. It is expected that by 2010, India may have 600 new shopping centers.
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. As the contemporary retail sector in India is reflected in sprawling shopping centers, multiplex- malls and huge complexes offer shopping, entertainment and food all under one roof, the concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. This has also contributed to large-scale investments in the real estate sector with major national and global players investing in developing the infrastructure and construction of the retailing business.
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Growth Drivers:
Growth drivers in India for retail sector
Rising incomes and improvements in infrastructure are enlarging consumer markets and accelerating the convergence of consumer tastes.
Liberalization of the Indian economy Increase in spending per capital Income. Advent of dual income families also helps in the growth of retail sector. Shift in consumer demand to foreign brands like McDonalds, Sony, Panasonic, etc. Consumer preference for shopping in new environs
The Internet revolution is making the Indian consumer more accessible to the growing influences of domestic and foreign retail chains. Reach of satellite T.V.

Channels are helping in creating awareness about global products for local markets. About 47% of India's population is under the age of 20; and this will increase to 55% by 2015. This young population, which is technology-savvy, watch more than 50 TV satellite channels, and display the highest propensity to spend, will immensely contribute to the growth of the retail sector in the country.
Availability of quality real estate and mall management practices Foreign companies' attraction to India is the billion-plus population.
Employment opportunities in retail sector in India

India's retail industry is the second largest sector, after agriculture, which provides employment. According to Associated Chambers of Commerce and Industry of India (ASSOCHAM), the retail sector will create 50,000 jobs in next few years. Retail companies are starting retail management courses in partnership with management institutes, roping in talent from other sectors and developing comprehensive career growth and loyalty plans for existing employees. Top players like Pantaloon Retail India Limited, Trent, Shopper's Stop, RPG Group and ebony are virtually on their toes.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Consider the plans of largest player, The Pantaloon Retail India Ltd; the company has developed a comprehensive strategy, where in it expects that in 2years, it will not recruit any new managers from outside. "The estimated need is 1 lakh of employees till 2011", said Mr. Sanjoy Jog, HR Head at Pantaloon Retail India Ltd. Pantaloon has the concept of partnership with educational Institute to run retail courses across the entire chain. Trent has also started in-house learning programmers and now goes to under graduate colleges to recruit students. Since, the job market is hugely receptive to this with more and more business schools focusing on the sector and large retailers setting up retail academics.
Challenges of Retailing in India

1. In India the Retailing industry has a long way to go, and to become a truly flourishing industry, retailing needs to cross the following hurdles: 2. The first challenge facing the organized retail sector is the competition from unorganized sector. 3. In retail sector, Automatic approval is not allowed for foreign investment. 4. Taxation, which favors small retail businesses. 5. Developed supply chain and integrated IT management is absent in retail sector. 6. Lack of trained work force.
7. Low skill level for retailing management. 8. Intrinsic complexity of retailing- rapid price changes, threat of product obsolescence and low margins. 9. Organized retail sector has to pay huge taxes, which is negligible for small retail business. Many agencies have estimated differently about the size of organized retail market in 2010. The one thing that is common amongst these estimates is that Indian organized retail market will be very big in 2010. The status of the retail industry will depend mostly on external factors like Government regulations and policies and real estate prices, besides the activities of retailers and demands of the customers also show impact on retail industry.
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Competition in retail:
India RetailBiz attempts to capture excitement of Retail Business in India by aggregating the best in news, views, research, analysis, trends, technology, and competition dents retail sector growth. The performance of the retail sector in the last quarter of financial year 2008-09 has been a gloomy one. Not only has the quarter-on-quarter growth declined by 700 basis point, on yearon-year (YoY) basis, sales growth fell drastically from 67.8% to 49.1%. Including the recently listed Koutons and Vishal Retail, all big retailers continue to be on an aggressive expansion mode. This kind of competition is having a negative impact on margins of retailers, as the target audience for all of them, more or less, remains the same. According to analysts, this is a knee-jerk reaction by the industry to fight the inflationinduced dent in the purchasing power of customers. As they say, retail is a number game, so, big retailers are trying to push volumes. For some, it comes at the cost of profit. Meanwhile, in contrast to YoY sales growth of 49% for the sector, the interest cost has registered a whopping 96% growth. Though growing at a lesser 39%, depreciation cost has also been impacting margins. The cost factor too is adding to the woes. For instance, during the quarter, Shoppers Stop opened its new stores in various formats. Provogue and Pantaloon followed soon. The companies are increasing their geographical presence in the wake of increasing competition. Launch of new formats continues to catch the attention of these retailers. In fact, a couple of these new formats are already generating profit at the operating level, thus showing a positive sign towards growth. Like for Shoppers Stop, the average transaction size increased by about 7% for the current quarter over the same quarter in the previous year. Players like Provogue and Pantaloons too have witnessed a similar upward movement. Also, though growth in total expenses as a whole has almost been equivalent to the growth in sales at about 47%, some individual cost items like staff costs, selling and administration costs are under control. On a YoY basis, staff cost has grown at 26% against 44% in the corresponding quarter of the previous year.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Nonetheless, raw material cost continues to remain high - it grew by 66% in the last quarter and now is equivalent to 74% of the industry's aggregate net sales. This is the reason why operating margins have reduced to 4.8% of the revenue sale compared with 5.7% during the corresponding quarter of the previous year. Among individual retailers, Pantaloon Retail continues to outgrow the industry - it recorded 57% a YoY growth in net sales during March 2008 quarter. Although it is lower compared with the 63% growth recorded during the December quarter, momentum continues to favor the company. New stores drove the growth in value-for-money format - strategies such as KB's Fair Price and online shopping are picking up. Their home store division has also been doing well. Next on growth charts is Provogue, which grew 40% in the last quarter, similar to the previous quarter. In short, setting up of new stores has resulted in higher working capital funding, which has raised the industry's interest outgo. For Pantaloon, interest cost has almost doubled during the current quarter - as a proportion of sales, it has increased from 2.7% to 3.2% on a YoY basis. Provogue seems to be an exception in this as it recorded the highest increase of 100 basis points in interest cost for March 2008. Overall, the profitability margin has seen a sharp decline. Only Shoppers Stop has registered some profit compared with its performance in the corresponding quarter of the previous year. The company's net profit margin now stands at 0.7% of net sales as compared to -1% in March 2007 quarter. Expansion plans for some of them are running behind schedule. It has led to higher interest cost, yet retail companies are trying hard to cut costs by keeping inventory and carrying costs under control.
Big retailers at loggerheads with MNCs over brands:

A serious conflict is brewing between Indian retailers and multinationals over imports of global brands. To stay afloat in the dog-eat-dog world of retail, local retailers have reached arrangements with overseas players to bring in some international brands, rattling many MNCs who manufacture or market these products locally. In some cases, these brands have not yet been introduced in India.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Several major MNCs with a long presence in India are invoking the Intellectual Property Rights (imported goods) Enforcement Rules 2007 to stop retailers from importing foreign brands. Hindustan Unilever, LOreal, Lancme Perfumes, Oakley Inc., Nivea and Mico have already registered several brands with the Customs department. Sources said other MNCs are expected to follow suit. Market circles perceive this as a move to prevent Indian retailers from getting first access to these brands. Some of the retailers are debating plans to legally contest the move, since they possess a free sale certificate from the source of import. Retailers like Big Bazaar & Food Bazaar, Reliance Retail, Spencers and Sankalp Retail (MyDollarStore), among others, have begun importing sizeable consignments of leading consumer brands and their variants for better fill rates, product variety and higher margins. However, the multinationals are not amused, and claim that it leads to loss of business opportunity, unfair competition and product cannibalization. The fundamental issue here, according to analysts, is that the Indian arms of the leading FMCG companies would like to control the way their brands are marketed and sold. They would also like to determine when new products and variants of existing products should be introduced in India. A key reason for retailers to step up imports is bottom lines. Profit margins on imported products are around 20% more than local brands, where producers and retailers are at loggerheads over sharing margins. We are concerned over issues like protecting the properties of our brands, including quality and consumer perception. Such unplanned imports create brand confusion in the minds of consumers, since the properties of an imported brand are completely different from the domestic ones, which are localized to suit the specific regions requirements. An unpleasant experience may work against our brand, said a high-ranking official in a leading multinational, which makes personal care products. Retailers claim they are creating demand in advance for the multinationals, which would otherwise have to invest heavily in marketing and ad spends to promote the brands. Analysts say the developments are the natural effects of a globalized market that India is moving towards, which upsets the conventional distribution and trade practices.
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CHAPTER 3: Competition in the Wholesale &Retail Sector
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Chapter 3: State of Competition in the Wholesale and Retail Sector:
Introduction:
The study assesses the state of competition in the Philippine wholesale and retail sector, focusing on the distribution of specialized goods and pharmaceutical products. It uses the traditional tools of analysis like concentration ratios and price-cost margins in determining the competitive state of the sector. The study also analyzes the other dimensions in retail competition like price, geographical location, and retail product and retail service. Industry data from the National Statistics Office were used in the analysis, aided by a small-scale survey conducted in the Metro Manila area.
The department store and grocery sub sector appears to operate in a competitive environment despite the presence of two big dominating firms in the market. No price or quantity leaderfollower behavior was observed, as validated by the tools used in the analysis. On the other hand, one firm, whose strategic advantages include economies of scope and space, retail image and consumer loyalty, dominates the distribution of pharmaceutical products. Potential market entrants face these forms of challenges--factors that are not regarded as anticompetitive and are welfare enhancing to the general public.
The need for competition policy is recommended to guard against possible merger of the giant firms in the department store and grocery sub sector. Any possible collusion between the big firms could result to a monopolistic outcome.
The study observes that the apparent high price of pharmaceutical products is mainly attributed to the manufacturing process, and not at the distribution of these goods. Hence, it is recommended that a study analyzing the state of competitiveness of manufacturing pharmaceutical products be conducted. Thing else that is timely, authentic Electronics retail sector could get new competition
Types of Retailing:
There are several types we can see in Retailing. They are like:
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR 1. Specialty Store: Narrow product line with deep assortment, viz apparel stores, book stores etc. A clothing store would be a single line store, men's clothing store would be limited line store &men's custom-shirt store would be a super specialty store. Example: The limited, The Body Shop. 2. Departmental Store: Several products lines-typically clothing, household goods, and home furnishings- with each line operated as a separate department managed by specialist buyers or merchandisers. Example: Sears, Bloomingdale's. 3. Supermarkets: Relatively large, low-cost, low-margin, high volume, self-service operation designed to serve total needs for food, laundry & household maintenance products.
Example: Kroger, Safeway. 4. Convenience Stores: Relatively small store located near residential area, open long hours, seven days a week and carrying a limited line of high-turnover convenience products at slightly higher prices. Example: 7-Eleven, Circle K. 5. Discount Store: Standard merchandise sold at lower prices with lower margins and higher volumes. True discount stores regularly sell merchandise at lower prices and offer mostly national brands. Example: Wal-Mart, Kmart. 6. Off-price retailer: Merchandise bought at less than regular wholesale prices & sold at less than retail; oftenleftover goods, overruns and irregulars obtained at reduced prices from manufacturers or other retailers.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Factory outlets are owned and operated by manufacturers and normally carry the manufacturer's surplus, discontinued or irregular goods. Example: Mikasa (dinnerware), Dexter (shoes) Independent off-price retailers are owned & run by entrepreneurs or by divisions of larger retail corporations. Example: T.J.Maxx, Filene's Basement. 7. Superstore: Averages 35,000 square feet of selling space traditionally aimed at meeting consumers' total needs for routinely purchased food and non-food items. Usually offer services such as laundry, dry cleaning, shoe repair, check cashing & bill paying. A new group called "category killers" carries a deep assortment in a particular category & a knowledgeable staff. Example: Borders books & Music, IKEA. Combination stores are a diversification of the supermarket store into the growing drug-andprescription field. Combination food & drug stores average 55,000 square feet of selling space. Example: Jewel & Osco stores. Hypermarkets range between 80,000 and 220,000 square feet and combine supermarket, discount & warehouse retailing principles. Product assortment goes beyond routinely purchased goods & includes furniture, large & small appliances, clothing items and many other items. Bulk display & minimum handling by store personnel with discounts offered to customers who are willing to carry heavy appliances and furniture out of the store.
Emerging trends in Indian organized retail sector

BPO industry in India: BPO (Business Process outsourcing) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry in India. Business Process
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Outsourcing refers to the delegation of one or more IT-intensive business process to an external provider that in turn owns administers and manages the selected process based on defined and measurable performance criteria. The Indian BPO industry is constantly growing and a lot of fortune 500 companies are outsourcing services to India. There are several reasons for Indias emergence as one of leading outsourcing destinations. India is very rich in educated and talented human resource. India is one of the pioneers in software development. India has an excellent technical facilities and infrastructure for setting up call centers. Time zone difference between India and America has also worked to the advantage of Indian BPO industry. India has an 8-12 hour time zone difference with respect to the US and other developed markets. Most of the Indian cell centers servicing American customers have timings between 5:30 pm to 9:30 am this time zone difference allows Indian companies BPOs to service American clients by working in the nights. last but not the least India has huge pool of English speaking workforce that provides excellent voice based services at extremely competitive costs resulting in huge savings for companies. Some of the leading BPO companies in India are GE capital. Converges Wipro Spectra mind. Dell ICICI One Source
Inflation in India:
Inflation in India is at an acceptable level and remains much lower than in many other developing countries. But off late prices of essential commodities such as food grain, edible oil, vegetables etc. have risen sharply and in the process driving up the inflation rate.
Inflation is defined as a sustained increase in the general level of prices for goods and services. It is measured as an annual percentage increase. As inflation rises the value of currency goes down. The current rise in inflation has its roots in supply-side factors. There was shortfall in domestic production vis--vis domestic demand and hardening of international pieces, prices of primary commodities, mainly food items. Wheat, pulses, edible oils, fruits and vegetables, and condiments and spices have been the major contributors to the
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR higher inflation rate of primary articles. The inflation was also accompanied by buoyant growth of money and credit. While GDP growth zoomed to 9.0 per cent per annum, the board money (M3) grew by more than 20 per cent.
Inflation is calculated on the bases of Wholesale Price Index (WPI) while in other countries it is calculated on Consumer Price Index (CPI).
The emerging trends in the Indian organized retail sector would help the economic growth in India.
There is a fantastic rise in the Indian organized retail sector in a very short period of time between 2001 and 2006. Eventually, out of the shadows of the unorganized retail sector, India has a chance of tremendous economic growth, both in India and abroad.
The emerging trends in the Indian organized retail sector are also adding up to the development of the Indian organized retail sector. The relaxation by the government on regulatory controls on foreign direct investments has added to the process of the growth of the Indian organized retail sector.
The infrastructure of the retail sector will evolve radically in the recent future. The emergences of shopping malls are increasing at a steady pace in the metros and there are further plans of expansion which would lead to 150 new ones coming up in India by 2008. As the count of super markets is going up much faster than rate of growth in retail sector, it is taking the lions share in food trade.
The growth of the Indian organized retail sector is anticipated to be heavier than the growth of the gross domestic product. Alterations in people's lifestyle, growth in income levels, and encouraging conventions of demography are proving favorable for the new emerging trends in the Indian organized retail sector.
The success of this retail sector would also lie in the degree of penetration into the lower income strata to tap the possible customers in the lowest levels of society. The demands of the buyers would also be enhanced by more access to credit facilities.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR With the arrival of the Transnational Companies (TNC), the Indian retail sector will undergo a transformation. At present the Foreign Direct Investments (FDI) is not encouraged in the Indian organized retail sector but once the TNC'S get in they inevitably try to oust their Indian counterparts. This would be challenging to the retail sector in India.
The trends to follow in the future:

The Indian Organized retail sector will grow up to 10% of total retailing by 2010. No one single format can be assumed, as there is a huge difference in cultures regionally.
The most encouraging format now would be the hyper marts. The hyper mart format would be further encouraged with the entry of the TNCs
Current Scenario:
A glimpse of the International Retail One of the world's largest industries exceeding US$ 9 trillion 47 global fortune companies & 25 of Asia's top 200 companies are retailers Dominated by developed countries US, EU & Japan constitute 80% of world retail sales. Biggest player in India is Pantaloon Retail India Limited.
Percentage of Organized Retail: USA - 85% Taiwan - 81% Malaysia - 55% Thailand - 40% Brazil - 36% Indonesia - 30% Poland - 20% China - 20% India - 3%
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Key players:
The existing players like Big Bazaar, More Retail outlay, Vishal Mega Mart, Shoppers' Stop, Pyramid are expanding to smaller towns and cities. Many other business houses are planning to enter the retail sector either on their own or through partnerships. New entrants like Reliance Retail Ltd and Wal-Mart are going to enter the market soon. Even rural areas will provide a huge opportunity to be explored. BIG BAZAAR
Type
Public
Industry
Retailing
Founded
2001
Headquarters
Jogeshwari(E),Mumbai, Maharashtra, India
Products
Department store/ Hyper market
Employees
More than 40000 people
Revenue
11000 crore(US$1.7 billion) crores (in 2012)
Parent
Future Group
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Divisions
~214
Website
http://www.pantaloonretail.in/busines ses/big-bazaar.html
VISSION: TO EMERGE AS THE BEST AND THE MOST PROFITABLE RETAILER IN INDIA
MISSION: "TO SPEARHED HIS COMPANY TO BE THE FINEST AND THE MOST PREFERRED CHAIN IN RETAILING Board of Director: Managing Director :Mr. Kishore Biyani Whole time Director: - Mr. GopikishanBiyani& Mr. RakeshBiyani Independent Director:Mrs. Veda PrakashArya Mr. ShaileshHaribhakti Mr. S Doreswamy Dr. D O Koshy Mrs. AnjuPoddar Mrs. BalaDeshpande Mr. Anil Harish
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CHAPTER 4: Company Profile
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Chapter 4: Company Profile
BIG BAZAAR
Introduction:
Big Bazaar is the largest hypermarket chain in India. As of June 2, 2012 there are 214 stores across 90 cities and towns in India covering around 16 million square feet of retail space. Big Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion and apparels, food products, general merchandise, furniture, electronics, books, fast food and leisure and entertainment sections. Big Bazaar by the Future Group was introduced in September 2001 with the opening of its 1st four stores in Kolkata, Indore, and Bengaluru&Hyderabad within a time period of 22 days. Introduced by Kishore Biyani, Big Bazaar was launched for mainly fashion format selling apparel, accessories, cosmetics and general merchandise. Over these years, the retail chain has included in its portfolio a wide range of products and services, ranging from grocery to electronics. The current retail formats of the Future Group include Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration behind this entire
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR retail format was from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar is popularly known as the Indian Wal-Mart today. In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI Bank and launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar store was also launched at High Street Phoenix mall in Mumbai, marking the retailers entry into dedicated food retail. In 2003, Big Bazaar made its foray into small towns and cities. The first store in this category was launched that year in Nagpur. The franchise also welcomed its 10 millionth customer at its new store in Gurgaon in the same year. Over the next two years, Big Bazaar consolidated its position in the Indian retail landscape. This phase of growth included the setting up of the Mumbai store in Lower Parle, which registered a record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the first Big Bazaar Exchange Offer was launched, which has quickly gained popularity among customers. In 2006, further changes in loyalty marketing took place with the launch of the housewifecentric credit card, Shakti. Jewelry store Navaras was also launched that year within Big Bazaar stores which became the first store-in-store concept to be launched by the brand. Another dedicated retail format launched in 2006 is Furniture Bazaar. In 2007, Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded its retail footprint to 50 stores. The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for Big Bazaar, with the launch of the 101st store. Joining the league of Indias Super brands and voted among the top ten service brands in the country by the Pitch-IMRB international survey, Big Bazaar became much more than a household name. The year also saw the launch of the Monthly Bachat Bazaar (Monthly Budget Market) campaign, which provided significantly low prices and gave discounts on bulk purchases in the first week of the month. Over the next two years, Big Bazaar carved its own niche in modern retail and became the largest brand in the hypermarket format. Capturing one-third of the food and grocery market in modern retail, celebrity endorsements and tie-ups with other brands allowed it to enhance its retail footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer Awards for the third consecutive year. It was adjudged the Most Preferred Multi Brand Food & Beverage
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Chain, Most Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop. On successful completion of 10 years in the Indian retail industry, in 2011, Big Bazaar came up a new logo with a new tag line: Naye India Ka Bazaar(New Indias Market), replacing the earlier one: 'IsseSastaAurAcchaKahinNahin' (Nothing is cheaper and better than here). In 2012, Big Bazaar signed a multi-million dollar deal with Cognizant Technology Solutions for the development of an IT infrastructure, encompassing Future Groups entire network of stores, warehousing and data centres. Recently, Big Bazaar announced its plans to add more retail services to its portfolio such as grinding, de-seeding and cutting of fruits and vegetables. Big Bazaar stores are aimed at providing a local marketplace feel to the shoppers. They offer a wide variety of household items including retail apparels, food products, general merchandise, furniture, electronics, books, fast food, etc. Several stores also have leisure and entertainment sections. The hypermarket chain crossed the 100 store mark in 2008. Big Bazaar is part of Future Group, which also owns the Central Hypermarket, and is owned through a wholly owned subsidiary of Pantaloon Retail India Limited, that is listed on Indian stock exchanges. Big Bazaar was launched in September, 2001 with the opening of its first four stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span of ten years, there are now 150 Big Bazaar stores in 80 cities and towns across India. Big Bazaar was started by Kishore Biyani, the Group CEO and Managing Director of Pantaloon Retail. Though Big Bazaar was launched purely as a fashion format including apparel, cosmetics, accessory and general merchandise, over the years Big Bazaar has included a wide range of products and service offerings under their retail chain. The current format includes Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar. Most Big Bazaar stores are multi-level and are located in stand-alone buildings in city centers as well as within shopping malls. These stores offer over 200,000 SKUs in a wide range of categories led primarily by fashion and food products. Food Bazaar, a supermarket format was incorporated within Big Bazaar in 2002 and is now present within every Big Bazaar as well as in independent locations. A typical Big Bazaar is spread across around 50,000 square feet of retail space. While the larger metropolises have
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Big Bazaar Family centers measuring between 75,000 square feet and 160,000 square feet Big Bazaar Express stores in smaller towns measure around 30,000 square feet. Big Bazaar has the facility to purchase products online through its official web page, and offers free shipping on some of their products.
Future Group:
Pantaloon Retail is the flagship enterprise of the Future Group, which is positioned to cater to the entire Indian consumption space. The Future Group operates through six verticals: Future Retail (encompassing all retail businesses), Future Capital (financial products and services), and Future Brands (management of all brands owned or managed by group companies), Future Space (management of retail real estate), Future Logistics (management of supply chain and distribution) and Future Media (development and management of retail media). Future Capital Holdings, the group's financial arm, focuses on asset management and consumer finance. It manages two real estate investment funds (Horizon and Kshitij) and consumer-related private equity fund, Indecision. It also plans to get into insurance, consumer credit and other consumer-related financial products and services in the near future. Future Group's vision is to, "Deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner." One of the core values at Future Group is, 'Indians' and its corporate credo is - Rewrite rules, Retain values.
Future Group Manifesto:

Future the word which signifies optimism, growth, achievement, strength, beauty, rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet unwritten; create new opportunities and new successes. To strive for a glorious future brings to us our strength, our ability to learn, 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 because consumption is development.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR 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. Big Bazaar is a chain of shopping malls in India currently with 29 outlets, owned by the Pantaloon Group. It works on same the economy model as Wal-Mart and has had considerable success in many Indian cities and small towns. The idea was pioneered by entrepreneur Kishore Biyani, the head of Pantaloon Retail India Ltd. Big Bazaar stores in Metros have a gaming area and kids play area for entertainment. Cities where stores are located are, Agra, Ahmadabad, Allahabad, Ambala, Asansol, Bangalore, Bhubaneswar, Chennai, Coimbatore,Palakkad, Kolkata, Delhi, Durgapur, Ghaziabad, Gurgaon,Hyderabad, Indore, Lucknow,Kanpur, Mangalore, Mumbai, Nagpur, Nasik, Panipat, Pune, Rajkot, Surat, Thane, Thiruvananthapuram, Vishakhapatnam. Big Bazaar is not just another hypermarket. It caters to every need of customers family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. At Big Bazaar, customer will definitely get the best products at the best prices -- thats what Big Bazaar guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise customer. And this Page | 31
A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR is just the beginning. Big Bazaar plans to add much more to complete customers shopping experience.
Big Bazaar is a chain of shopping malls in India currently with 29 outlets, owned by the Pantaloon Group. It works on it the economy model as Wal-Mart and has had considerable success in many Indian cities and small towns. The idea was pioneered by entrepreneur Kishore Biyani, the head of Pantaloon Retail India Ltd. Big Bazaar stores in Metros have a gaming area and kids play area for entertainment. Cities where stores are located are, Agra, Ahmadabad, Allahabad, Ambala, Asansol, Bangalore, Bhubaneswar, Chennai, Coimbatore,Palakkad, Kolkata, Delhi, Durgapur, Ghaziabad, Gurgaon,Hyderabad, Indore, Lucknow,Kanpur, Mangalore, Mumbai, Nagpur, Nasik, Panipat, Pune, Rajkot, Surat, Thane, Thiruvananthapuram, Vishakhapatnam. Big Bazaar is not just another hypermarket. It caters to every need of customers family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. At Big Bazaar, customer will definitely get the best products at the best prices -- thats what Big Bazaar guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise customer. And this is just the beginning. Big Bazaar plans to add much more to complete customers shopping experience.
Big Bazaar is a chain of shopping malls in India currently with 29 outlets, owned by the Pantaloon Group. It works on it the economy model as Wal-Mart and has had considerable success in many Indian cities and small towns. The idea was pioneered by entrepreneur Kishore Biyani, the head of Pantaloon Retail India Ltd. Big Bazaar stores in Metros have a gaming area and kids play area for entertainment. Cities where stores are located at:-
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Agra, Ahmedabad, Allahabad, Ambala, Asansol, Bangalore, Bhubaneswar, Chennai, Coimbatore, Palakkad, Kolkata, Delhi, Durgapur, Ghaziabad, Gurgaon, Hyderabad, Indore, Lucknow, Kanpur, Mangalore, Mumbai, Nagpur, Nasik, Panipat, Pune, Rajkot, Surat, Thane, Thiruvananthapuram, Vishakhapatnam, etc. Big Bazaar is not just another hypermarket. It caters to every need of customers family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. At Big Bazaar, customer will definitely get the best products at the best prices -- thats what Big Bazaar guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise customer. And this is just the beginning. Big Bazaar plans to add much more to complete customers shopping experience.
Store study:
Big Bazaar Location: Mulund West Runwal Mall, Opp. Richardson Cruddas Factory, Mulund (West), Mumbai, Maharashtra - 400080 Contact: (91)22-67550606
Description: Men's Apparel, Women's Apparel, Jewelry, Home & Decor, Bags & Briefcases, Books, Movies, Kitchen Appliances, Kitchenware, iPod & MP3 Players, Home Entertainment Appliances, Washing Machine, Refrigerator, Iron, Air Conditioners, Coolers, Vacuum Cleaners&, Toys & Games, Mobiles, Computers/Laptops, Cameras, Health Care Products, Personal Grooming Products, Watches, Lingerie, Infant Wear, Geysers, Gift Vouchers.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR This store is of 1st floor. There are 21 departments in this store and 120 Human Resource employed. As this store is big enough with 21 departments has long product range and product depth. Once a customer get inside the store he will find all kinds of products available that may be Food item, Cosmetic, Electronic, Garments, Furniture etc. Because of these features it has a very good reputation in that area and customers who are residing far away and in other areas they also visit the store.
Departments with their Products:
1) Depot: General books Office stationary Children stationary Film VCDs & DVD
Major Brands in this department: For VCDs & DVDs: Moser bear T-series Yash raj films,etc For Office stationary: Stick Apsara Kores Fiber Castle Depo exposes Park Cello camel,etc
2) NBD (New Business Development):
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR This is the department, which is introduced because the space is available in the store after making arrangement for other department and this department consists of the products, which are not introduced and are not regular goods. Wrist Watches Fashion Jewelry Sunglasses Auto accessories
Major Brands in this department: For Wrist Watches: Escort Lumax
3) Mobile Bazaar: All kinds of Handsets ranging from Rs. 1,000 and above of different companies Mobile accessories Cordles phones & land line phones.
Major Brands in this department: Nokia Sony Ericson Motorola Samsung Beetal Pacetel
4) Star Sitara: Cosmetics Fragrances Herbals Pharmaceuticals
Major Brands in this department: For Fragrances: Page | 35
A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR MKD distributors G R fragrances BCPL, etc.
5) Shringar: Bangles Jewelry sets Bracelets Hair Accessories Bindies Chains
6) Ladies Department: Sarees Dress materials Under garments Nightwears Western wears
Major brands in this department: Shila Shristhi Kalakruthi MSIL 7) Mens Department: Formals (Shirts & Pants) Casuals (Shirts & pants) Party wears Jeans T-Shirts Others Accessories (Lungi Dhoti etc) Fabrics (Cut pieces) Suits & Blazers Levis Signature garments Page | 36
Major brands in this department: DJ & C Ruff & Tuff Levis Night hood Peter England
8) Furniture Department: Dining Table Bedroom Accessories Hall accessories (Sofa sets, Chairs, Computer table etc) Mattresses
9) Footwear Bazaar: Sports Shoes Formal Shoes Casual Shoes Mens Sandals Ladies Sandals, etc
Major brands in this department: Reebok Nike Puma Loto Van hussain Hallensolly New balance
10) Home Dcor: Flower vase Artificial Flowers Religious gifts Page | 37
A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Candle stand Umbrellas,etc
11) Home line: Bed sheets Pillows Bed spreads Brush Towels Yellow dust Razai Carpets Cushion covers
Major brands in this department: Riviera Oriental Orchid Home collection Home expression
12) Toys Dept.: Soft toys Educational toys Board games, Action figures Dolls
Major brands in this department: Fun school Venus Mitashi Creatives United Shadilal& Sons Page | 38
A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Flamingo 13) Kids department: Boys section T-Shirts, Trousers, jeans Cotton shirts, Cargo, Cod raw Ethic wears
Girls Section Ethic wears Co- ordinates Cotton frocks
Major brands in this department Disney Pink And Blue Power ranges Promo
Infants Jhablas Vests Bibs feedings
14) Electronic Bazaar: Televisions Sound System Refrigerators Washing machines Microwave
Major Brands in this department: Sony
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Philps LG HCL IBM,etc
15) Luggage: Travel bags Trolleys Bags: Schools, Collage Ladies purse Suitcase, etc
Food Bazaar:
1) Beverages: Soft drinks Mineral water Juices Health drinks
2) Confectionaries: All kinds of Chocolates & Confectionaries
3) Fruits & Vegetables.
4) Staples: Dal, Rice, Atta, Rava items Oils, Masala items Dry fruits Spicy items Ready meals Breakfast cereals
5) Process Dept:
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Health drinks Ready to eat Corn flaks, Chips Instant mixes Soups, Bread items, pickle Spreads
Major brands in this department: For Beverages: Maaza Slice Bisleri Cocacola Pepsi Thumps up Apply
For confectionaries: Dairy Milk Nestle Parle
For Staples: Ashirwad Pillsbury Dhara Sunflower
Non-food Dept:
6) Home care: Phenyl, Detergents Dish wash, Tissue papers, Scratch Shoe cases, Fresh wrap. Page | 41
7) Personal care: Soaps, toothpaste, Shampoo Deodorants, Body spry Baby food, Talcum powder Mens apparel
Major Brands in this department: For Home care: Lysole HLL Hymalaya Nirma For Personal care: Colgate Pepsodent Parachute Lux International
8) Plastics, Utensils, Crockery (PUC)
a) Plastics: Buckets Casseroles Containers Boxes Flasks Bowls Jugs & sippers Bottles & Mugs
Major brands in this department Milton Dream Line Page | 42
A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Cello Poly set Chetan
b) Utensils: Plates, Bowls, Glasses Steel Utensils Non-stick Cookwares Kitchen tools Tiffin Boxes Knifes
c) Crockery: Crockery cutlery Table Materials / Napkins Casseroles Dinner sets & Wine, Juice Glasses
Marketing Mix(4 ps):
PRODUCT MIX
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PRICE MIX
Value Pricing (EDLP)
Promotional Pricing Low Interest Financing Psychological Discounting Special Event Pricing
Differentiated Pricing Time Pricing
Bundling
PLACE MIX
Initially Identifies Future/Potential development areas. Acquire such areas at an early phase before the real estate value booms. Located at high traffic areas. Design to look crowded.
PROMOTION MIX
SaalKeSabseSaste 3 Din Future Card(3%Discount) Advertising(Print ads, TV Ads, Radio) Brand Endorsement by M.S Dhoni& other big celebrities. Exchange Offer Page | 44
A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Weekend Discount Point of Purchase Promotion
SWOT ANALYSIS o
Strengths
o o o o o o
Everyday low pricing Point of purchase Experience marketing team executive staff Emphasis on providing total customer satisfaction Variety of stuff under single roof Maintain good employee-employer relationship
Weakness
o o o
Failing revenue/sq.ft Unable to meet store targets Unavailability of popular brands
Opportunities
o
Population of country is growing where the scope of market is kept on increasing for retail sector.
o o
Evolving consumer preference Organized retail presently nearly 5% in India. So it acts as great opportunities to the organization for its growth
Threats
o
Competition from organized retail players which are in market and are emerging.
Competition from local retailers.
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CHAPTER 5: Customer Service
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Chapter 5: Customer Service with reference to BIG BAZAAR

Customer service is the provision of services to customers before, during and after a purchase.According to Turban Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation."
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Big Bazaar will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale; the perceived success of such interactions being dependent on employees "who can adjust themselves to the personality of the guest,"
Customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization.
Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.
Objectives of Customer Services Provide customers and staff with clear standards and expectations Ensure all customer contact reaches an appropriate conclusion Minimize incidences of repeat contact Seek to provide a seamless service for customers Provide equal and easy access to our services at a time, place and channel that meet the needs of residents, businesses and other stakeholders Cater for customer needs irrespective of age, gender, physical or financial ability, ethnic origin, race, religion or geographical location Provide a prompt, courteous and knowledgeable response to all customer enquiries Equip our staff to provide customers with an excellent standard of service
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Enable our customers to provide feedback easily, through complaints, customer surveys, etc Use customer compliments, comments and complaints to drive improvements to service Improve the speed, quality and consistency of response to enquiries by having our information in a format that can be easily accessed
Customer Segmentation of Big Bazaar Big Bazaar target higher & upper middle class customers The large and growing young working population is a preferred customer segment Big Bazaar specially targets working women & home markets who are the primary decision maker
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
Big bazaar uses 8 golden rules to deal with Customer Services.
Answer the phone Dont make promise unless you will keep them. Listen to your customer. Deal with complaints. Be helpful. Train your staff to be always helpful, courteous and knowledgeable. Take the extra step. Throw in something extra.
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Customer satisfaction in big bazaar
The degree of customer satisfaction you deliver determines the level of long- term success you will achieve in business.
Customer satisfaction their top priority
Don't just make sales. Create customers - satisfied customers. In addition to the immediate profit they provide on the first sale, satisfied customers help you build your business in 2 other important ways:
1. They become a reservoir of repeat buyers. For some businesses that means repeat buyers for more of the same product or service. For every business, it means buyers for additional products and services.
2. They automatically refer more business to you from their friends and business contacts. This is highly profitable business for you because it doesn't cost you any time or money to get it.
Customer services offered by Big Bazaar
Online shopping: Big Bazaar has an official website, FutureBazaar.com, which is one of the most favorite sites among people of India for online shopping. Future Bazaar is an online business venture of Future Group, which sells an assortment of products suc h as fashion, which includes merchandise for men and women, mobile accessories, mobile handsets and electronics like home theatres, video cameras, digital camera, LCD TVs, kitchen appliances and many more.
Discounts: Hftekasabsesasta din was introduced by the Big Bazaar, wherein extra and special discounts were offered on Wednesday every week, to attract the potential buyers into their store.
Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article Surveillance system, which detects the products that has attached tags or not.
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Customer oriented Strategy
Attracting & retaining customers. Uses Non-Traditional Strategy. Moving demo-trolley Used young population as strategic blessing. Attractive Design, interior & good atmosphere.
Competitors of Big Bazaar with regard to services
Wal-Mart. Reliance. Shoppers stop. Vishal mega mart. Local retailers.
Big Bazaar targets to be achieved
The aim is to increase the retail business to around 30 million square feet by 2011 as compared to 8 million square feet of now To become a substantial part of every Indians wallet. To get across 30% of the population of entire nation which is now 8% To increase organized retail from 3% to at least 18-20% in next 2 years.
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CHAPTER 6: Future Plans
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Chapter 6: Future Plans of BIG BAZAAR

Future Group is planning to expand its flagship Big Bazaars high-margin apparel business for a better future, the news reports said. The Future Value Retail that operates the 165 hyper markets will adopt a dual strategy of growing its apparel business known as Fashion Big Bazaar. Meanwhile, it will grow as FVR opens additional Big Bazaar stores apart from adding the standalone FBB stores. ParwanSardah, Chief Marketing Officer of Future Group said, Apparel has always been an important part of Big Bazaar. We have recently started playing up the fashion business as it promises better margins. Future Value Retail is a wholly-owned subsidiary of Pantaloon Retail (India) Ltd under which its retail business, led by its format divisions, Big Bazaar and Food Bazaar operate. There are 25 standalone FBB stores besides having a presence in the 165 Big Bazaar hyper markets. Currently, FBB contributes 30% to Big Bazaars top line which is about Rs.7,350crore for 2010-11. Meanwhile, for the same period the companys borrowing limit stands at Rs.2,702crore. Mr.Sardhah said, We are looking at doubling the FBB stores and revenues over the next 12 months. Standalone FBB stores will be smaller with average space of 15,000-25,000 sq ft. FBB is targeting the similar consumer group that visits the Big Bazaar stores looking for value-for-money deals. Big Bazaar has added about 20 stores in the last one year and is also looking at similar number this year. Future Group is an Indian privately help company that runs chains of large discount department stores and warehouse stores. The company has many businesses across retail, financial and service industries.
23 APR 2012 Artika Shah http://www.businessreviewindia.in/
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Organizational Structure (ZONE)
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR STORE STRUCTURE:
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Big Bazaar on an expansion:

Countries leading retail chain Future Group is going for a major expansion of its Big Bazaar chain of outlets, with the company planning to take the total number of stores June to 150 by 2009.
Big Bazaar presently has 92 outlets across the country and has plans to add over 45 stores by the end of June 2009, Future Group Director RakeshBiyani said. Besides, the company is also exploring for a 50:50 joint venture with International Group for its kidsWear segment. "We are exploring various proposals and options to maximize our efficiency and operations," he said on the sidelines of the Pure & Play Retail Summit here. When asked About the media reports regarding Future Group plans' to split the company into two specialized segment consisting of front - end and back - end retail, Biyani refused to Comment on the issue. "The company cannot comment on speculated stories run by sources. There is no official Announcement or decision in this regards," Biyani said. He added that the companys expansion would be fully funded, with its own capital.
"The funding plans are being done by preferential allotment and we have already decided about the amount," he said. Future Group is also starting its own ethnic women's wear stores and the first one will start by August this year.
"A total ethnic in the women' wear category will come up in various cities and the stores will be on 15,000-16,000 sq feet," Biyani added that the company is planning to grow by 1520 per cent in apparel wear and double its sales of ethnic women wear in the next few years. The company is also looking for an increase of 50-55 per cent in its total sales over the next five years.
Departmental Managers:
There are 24 departments in this store like Electronic dept, Depot dept, NBD dept, Mobile Bazaar Dept, Star sitar Dept, PUC Dept, Ladies Dept, Mens Dept, Furniture Dept, Footwear Dept, and Home Dcor Dept. Each department will be assigned with targets, which have to be achieved within the assigned period that may be of Daily, Weekly, monthly and yearly.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Each department has a department Manager & Assist DM. Their job is concerned mainly with sales. They look after customers orders delivery post sale service if any etc. All Dept managers ADM, Team members work under coordination & cooperation. They are also responsible for the placing orders of the goods incase of shortage here they have to send indent specifying the amount of products needed at the store. They have to report periodically the performance of the department to the store manager.
1. Administration Store administration comes under Store Manager its functions are store maintenance, House Keeping, Security etc. Store manager has to control all the activities within the store. He has to communicate all the departmental managers and assistance departmental managers regarding any new offers, regarding their targets etc. Sore manager has to see the operation at the store is being performed in coordination and cooperation he has to communicate with the corporate office regarding any changes being applied at the store. 2. Information Technology This department is responsible for the maintenance of the systems of the stores. All billing machines their functioning networking with the master machine etc. If there is any problem with the machine then this department comes into function. 3. Cashing Department This department is responsible for the collection of sales amount i.e. cash sales, Credit sales, etc under this department all billing machines of the stores comes. The sales amount collected throughout the day by the cashiers has to be submitted to this department. 4. Marketing This department is responsible for the marketing of the store in different media like Television, Newspaper, and Holdings etc. the authorized person has to visit different companies and has to look after for tie-ups etc. The executives arranges rallys 5. Visual Merchandise This department is responsible for the product arrangement at the store with respect to their nature. The basic function of this dept is it divides the store into several departments based on the nature of the product and within the department it decides how the products should be arranged by keeping in mind the customer should not suffer.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR 6. Human Resource Human Resource basically works for the welfare of the employees. It acts to organize the manpower and work to increase productivity of the employees. Basically Human Resource performs the functions of Recruitment, Hiring, Induction, Training and development, Performance appraisal of the employees. Human Resource studies and involves in inter life cycle of the employee from his joining the organization to till his end from the organization. 7. CSD (Customer Service Desk) This is the separate unit, which is mainly focuses on customer service like if the customer find difficulty in finding any product, Customer complaints any replacement, Customer assistance etc.
Supply chain management: Companys supply chain was split into the broad categories of fashion, food and general merchandise, leading to a more focused approach to businesses, improved service levels, better customization of logistic and supply chain related needs, and finally deliverables. Further, with new concepts and lines of business being included during the year, as well as strategic alliances with other companies, the process of gradually integrating them have either been completed or close to completion. The existing supply chain design consists of a Master Distribution Centre (MDC) and city warehouses upgraded to Regional Distribution Centers (RDCs) and additional Distribution Centers (DCs). The company had one MDC and 16 RDCs and DCs The company has also appointed leading international and domestic players in the warehouse infrastructure and technology front. The company also introduced the concept of reverse logistics that looks at setting up a process to transfer finished goods from the consumption point to the point of origin. This reduces wastage and can lead to significant cost savings. On the technology front, all the existing MDCs, RDCs and DCs are live on SAP, thereby facilitating standardization, real time data management and reporting, as well as optimum operational efficiencies.
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CHAPTER 7: RESEARCH METHODOLOGY & DATA ANALYSIS
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Chapter 7:RESEARCH METHODOLOGY& DATA ANALYSIS

Methodology adopted for study
Observe the working of various departments. Discussion with the executives, managers, employees Visiting & surfing websites of company Visiting & surfing websites of company Discussion with various customers.
Meaning
Research Methodology is a set of various methods to be followed to find out various informations regarding market strata of different products. Research Methodology is required in every industry for acquiring knowledge of their products.
Area of study
The study is exclusively done in the area of marketing. It is a process requiring care, sophistication, experience, business judgment, and imagination for which there can be no mechanical substitutes.
Sources of Data
Primary Source Secondary Source
Primary Source- The primary data was collected by means of a survey. Questionnaires were prepared and customers of the big bazaar at a branch were approached to fill up the questionnaires. The questionnaire contains 12 questions which reflect on the type and quality of services provided by the Big Bazaar to the customers. The response of the customer is recorded on a grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each question. The filled up information was later analyzed to obtain the required interpretation and the findings. Page | 59
Secondary Source- In order to have a proper understanding of the customer service of Big Bazaar a depth study was done from the various sources such as books, a lot of data is also collected from the official websites of the Big bazaar and the articles from various search engines like Google, yahoo search and answers.com. RESEARCH DESIGN
The research design is exploratory till identification of customer services parameters. Later it becomes descriptive when it comes to evaluating customer perception of customer service and promotional activities of the big bazaar.
Descriptive research, also known as statistical research, describes data and characteristicsabout the population or phenomenon being studied. Descriptive research answers the questions who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research cannot describe what caused a situation. Thus, descriptive research cannot be used to create a causal relationship, where one variable affects another. In other words, descriptive research can be said to have a low requirement for internal validity.
The description is used for frequencies, averages and other statistical calculations. Often the best approach, prior to writing descriptive research, is to conduct a survey investigation. Qualitative research often has the aim of description and researchers may follow-up with examinations of why the observations exist and what the implications of the findings are.
RESEARCH SAMPLE
SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary to take sample from the universe to know about its characteristics.
Sampling Units: Customers of Big bazaar.
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Sample Technique: Random Sampling. Research Instrument: Structured Questionnaire.
The work is a case of Big bazaar one of the Retail Sector industry together representing great per cent of the market share of Indian retail sector. The survey was conducted in the city of Mumbai (mulund) with two branches of big bazaar, with 100 customers as respondent.
RESEARCH LIMITATIONS
The study is only for the big bazaar confined to a particular location and a very small sample of respondents. Hence the findings cannot be treated as representative of the entire retail industry.
Respondents may give biased answers for the required data. Some of the respondents did not like to respond. Respondents tried to escape some statements by simply answering neither agree nor disagree to most of the statements. This was one of the most important limitations faced, as it was difficult to analyze and come at a right conclusion.
In our study we have included 50 customers because of time limit.
Analysis and Interpretation (Survey Findings)

INFORMATION SEARCH AND EVALUATION PROCESS 1. Which of these you prefer for shopping?
Shopping preference category Big Bazaar Others Preference (%) 72 28
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Shopping preference
28
Big Bazaar
Others
72
Interpretation: From the sample size of 100 samples, 72% of the respondents preference is Big Bazaar for their shopping.
2. Through what media you came to know about big bazaar?
Marketing Media T V advertisement Hoardings Newspaper Bus painting
Percentage (%) 53 12 18 17
Marketing Media Awareness percentage

Bus painting Newspaper Hoardings T V advertisement 0 10 20 30 40 50 60
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Interpretation: Among 100 respondents, 53% of people told that 1st they came to know through T V advertisement and 12% of people told that through hoardings, 18% of them told that through newspaper and finally 17% of them highly agree that through bus painting.
3. How do you feel services offered by Big Bazaar are?

Service Ratings Excellent Good Average cant say Percentage 18 54 29 9
Service Ratings Percentage

60 50 40 30 20 10 0 Excellent Good Average cant say
Interpretation: Among the 100 respondents, 18% of people rate the service offered by Big Bazaar as excellent, 54% as good, 29% as average, and 9% as cant say.
4. Does big bazaar provides value for money?

Agree/Disagree Yes No Percentage 80 20
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Does big bazaar provides value for money?

20
Yes
80
No
Interpretation: Among the 100 respondents, 80% feels that Big Bazaar offers value for money and 20% feels that Big Bazaar do not offers value for money.
5. How would you rate the store ambience?

Ambience Ratings Excellent Good Average Bad Percentage 30 23 46 1
Ambience Ratings
Bad Average Ambience Ratings Good Excellent 0 10 20 30 40 50
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Interpretation: Among the 100 respondents, 30% of people rate the store ambience as excellent, 23% as average, 46% as good and 1% as bad.
6. How would you rate the store cleanliness maintain?
Cleanliness Excellent Good Average Bad
Percentage 34 32 32 2
Cleanliness
2
32
34
Excellent Good Average Bad
32
Interpretation: Among the 100 respondents, 34% people rate the cleanliness maintain in store as excellent, 32% as average, 32% as good and 2% as bad.
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR 7. How would you rate the billing process?
Billing process Excellent Good Average Bad Percentage 15 36 45 4
How would you rate the billing process?

50 45 40 35 30 25 20 15 10 5 0 Excellent Good Average Bad
Interpretation: Among the 100 respondents, 15% people feels that billing process of Big Bazaar is excellent, 36% feels that it is average, 45% feels that it is good and 4% feels that it is bad.
8. What attracts you to buy products?
What attracts you to buy products Offers Service Quality Product Availability
Percentage 27 14 32 10
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What attracts you to buy products

35 30 25 20 15 10 5 0 Offers Service Quality Product Availability
Interpretation: Among the 100 respondents, 27% of them told that they are attracted towards big bazaar only for the offers, 14% of them told that service and 32% of them told that quality and only 17% of them told that due to availability of products and 10% for effective advertisement. 9.Are you satisfied with Big Bazaars customer services?
Are you satisfied with Big Bazaars customer services? Percentage
Yes
86
No
14
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Are you satisfied with Big Bazaars customer services?

14
Yes
No
86
Interpretation: Among 100 respondent, 86% of people are satisfied with Big Bazaars customer services where as 14% are not satisfied.
10.Are staff members at Big Bazaar helpful?
Are staff members at Big Bazaar helpful?
Percentage
Yes
76
No
24
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Are staff members at Big Bazaar helpful?
80 60 40 20 0 Yes No
Interpretation: Among 100 respondent 76% of them told that staff members at Big Bazaar are helpful and 24% of them told that they are not helpful.
11. Would you advise others to shop at Big Bazaar?

Would you advise others to shop here? Yes No Percentage 80 20
Would you advise others to shop at Big Bazaar?

20
Yes
No
80
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Interpretation: Among 100 respondents, 80% of people were interested to advise others for shop at Big Bazaar and only 20% of them were not interested to advice.
12. How would you rate Big Bazaar overall?

How would you rate Big Bazaar overall? Excellent Good Average Bad Percentage 44 22 32 2
How would you rate Big Bazaar overall?

2 32 44 Excellent Good Average Bad 22
Interpretation: Among 100 respondents, 44% people rate Big Bazaar overall as excellent, 32% as average, 22% as good and 2% as bad
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CHAPTER 8: Conclusion
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Chapter 8: Conclusion
Conclusion
Indian retail sector is witnessing one of the most hectic Marketing activities of all times. The companies are fighting to win the hearts of customer who is God said by the business tycoons. There is always a first mover advantage in an upcoming sector. In India, that advantage goes to BIG BAZAAR. It has brought about many changes in the buying habits of people. It has created formats, which provide all items less than one roof at low rates. As most of the retail industries did market research before entering into market. Same thing was done by Big Bazaar. Location, market, consumer perception analysis was done by big bazaar.And to retain customers they use many loyalty programs & IT techniques. Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good quality for all at affordable prices. Big bazaar with over 214 outlets in different part of India is present in both the metro cities as well as in small towns. The consumers preferences are changing & they are moving from Traditional Kirana stores to Modern Retail outlet. Its the main challenge to the Modern retail outlets to attract the customers towards them from that of competitors. To attract more customers companies have to carry out the promotional activities in unique way. BIG BAZAAR has maintained that uniqueness & has succeeded in attracting customers. Big bazaar can attract more customers by different variety and assortments. They can improve customer satisfaction by providing home delivery services. Working environment is good and also the various facilities are provided to increase the customer services. There exist a healthy & strong relationship between employees and managers. The employees accept their responsibility wholeheartedly and perform the services in well manner that satisfied the customers. The promotional activity of the company, which famous as Less Price than others as it says Nobody Sells Cheaper and Better! is made its place in minds of customer. As the competition is becoming stiff in the market the activities conducted by the company are unique, that have brought fruitful result to the company. Among them sales Promotions is one
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR of the leading activity or unique among all other activities & has high influence on the customer walk-in.
Recommendations
Big bazaar should keep offers in regular intervals so that there should not be a long term gap, because offer is the most influencing factor which is responsible for customer purchase decision. And they also concentrate on TV advertisement they should show ads and promotional offers in a regular interval in three languages like Kannada Hindi English. Hoarding should be placed uncovered area. Advertising is the basic and most prominent tool to increase the awareness of product. So, Big Bazaar should use this tool to increase their share in the market. Retail business is successful only when they have a good customer services. Customer loyalty can only be gain by providing good or satisfied services to the customers. Most respondents take on the spot decision of buying different products because of the various attractive products displays. So pretty combination with good services should be done to retain customers. Quality plays a major role because most respondent said that they want a quality product and thats also the one of the reason for most of the respondents sticking to particular brand. Customers are very price conscious they are having many options in the market. The following steps should opt :o Should follow more of high low pricing rather than everyday low pricing o Should go for a weekly coupon system as it holds more of the loyal customers. o Should provide good customer services so that customer likes to visit again. o There should be a proper assortment of various product categories. o Proper training should be provided to the customer so that they can deal with customer efficiently o Various offers can be provided to them to attract new customers. o Quality in product should be reached up to mark.
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FINDINGS OF THE REPORT

Big Bazaar is undoubtedly number one retailer in India. It has built very emotional & cordial relationship with its customers. They are also intending to build long term relationship with all its stakeholders which are very essential for successful business venture. In order to attract customer they should provide good parking facility Cleanliness and hygienic environment is also the major concern for big bazaar. Management needs to be focus on it. Store layout should also be developed in an efficient manner so that customer can get things easily. According to research I found that most of the people were affected & attracted with Offers and schemes. So, Big Bazaar should employ those people who are well trained to provide Information to customer regarding new things to enhance its customer services.
Consumers choose malls to shop because they all want variety and brands. According to Customers it is economical as compared to other places. We can also say that location, variety conveniences and economical products are not the only things which attract the customer but good customer service is one of the crucial factors that attract customers.
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CHAPTER 9: QUESTIONNAIRE &Bibliography
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Chapter 9: QUESTIONNAIRE&Bibliography QUESTIONNAIRE
Respected Sir/Madam I am a student of S.I.E.S. COLLEGE OF ARTS, SCIENCE AND COMMERCE, conducting survey on big bazaar. All the data will be kept confidential and will be usedjust for analysis of the project. I request you to tick the option which in your opinion believes to be true.
Name: Age:
1. Which of these you prefer for shopping? Big Bazaar Others
2. Through what media you came to know about big bazaar? T V advtHoardingsNewspaper Bus painting
3. How do you feel services offered by Big Bazaar are? Excellent Good Average cant say
4. Does big bazaar provides value for money? Yes No
5. How would you rate the store ambience?
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A STUDY ON PROMOTIONAL STRATEGY AND CONSUMER SERVICE OF BIG BAZAAR Excellent Good Average Bad
6. How would you rate the store cleanliness maintain? Excellent Good Average Bad
7. How would you rate the billing process? Excellent Good Average Bad
8. What attracts you to buy products? Offers Service Quality Product availability
9. Are you satisfied with Big Bazaars customer services? Yes No
10. Are staff members at Big Bazaar helpful? Yes No
11. Would you advise others to shop at Big Bazaar? Yes No
12. How would you rate Big Bazaar overall? Excellent Good Average Bad
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Bibliography
Reference Books

Marketing Management Retail Management Research Methodology Marketing Research Service Marketing
: Philip Kotler (Pearson education, 12th edition) : Berman B &Envasjr. (10th edition) : Cooper and Schindler(8th edition) : NareshMalhotra (5th edition) : M.K Rampal (New delhi,2009)
Journals And Magazines Business World Business Today Webliography: www.bigbazaar.com www.pantaloon.com www.futuregroup.com www.timesofindia.com retailseminar.in organizedretail.co.in bigbazaar.futurebazaar.com retailnu.wordpress.com
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