Professional Documents
Culture Documents
Arrow is one of the leading premium readymade brand in India. This international brand has a rich history dating back to 1851.
Store Location Shop No-106, Express Avenue, Royapettah Store Size- 800 sq.ft No. of Employees- 3 staff + 1 ASM + 1 House keeping + 1 Guard Avg. monthly sales 13 lakhs to 15 lakhs Avg. monthly expenses 2.5 lakhs 7 day Replenishment Policy 15 day Return Policy
o Handling Objections
o Add On Generating extra Sales o Closing the sale
Exchange /Returns
Taking feedback from customers
Approaching the customer Acknowledging the customer ( Good morning/afternoon/ evening) with a smile
Questioning the customers Listening to them Providing product information and alternatives Clarifying their queries Cross sell/ Up sell/ Add-on Sell
Billing
No of respondents 20 2
% 91 9
Income level less than Rs 25000 Rs 25000- Rs 50000 Rs 50000- Rs 100000 Above Rs 100000
No of respondents 6 7 7 2
Frequency Once a month Once in 3 month Once in 6 month During sale only
No of respondents 5 7
% 23% 32%
4
6
18%
27%
Response Yes No
No of respondents 12 10
% 55 45
Factors Product design/ style Quality Price Store ambience Customer service
No. of Respondents 13 19 9 4 17
6 9 7
No of respondents 0 0 3 9 10
No of respondents 0 2 4 13 3
Response
No of respondents
Strongly disagree
Disagree Neutral Agree
0
3 5 10
0%
14% 23% 45%
Strongly Agree
18%
No of respondents 0 0 2 9 11
% 0% 0% 9% 41% 50%
No of respondents 0
2 5
% 0%
9% 23%
Agree
Strongly Agree
12
3
55%
14%
No of respondents 0
% 0%
Disagree
Neutral Agree Strongly Agree
2
10 9 1
9%
45% 41% 5%
No of respondents 0 2 2 13 5
% 0% 9% 9% 59% 23%
A customers walks in to the store with a requirement of 10 full sleeve formal shirts of size 40, 42 and 46 in the ratio 5:4:1 for a Corporate meeting. But the store has only 2 shirts of first two and 46 is unavailable and customer wants the same product in 2-3 days time. In this situation, the store manager adjusted from other stores in Chennai for size 40 and 42 and PED facility which can avail the 46 size product in 3 days time.
Retailers Problems
Stocks are not coming on time, so there are problems like size unavailable, colors or designs unavailable, less stock on same size same colors or designs (suppose customer going to do bulk purchase), ..etc. Because of these the retailer loosing/ unable to acquire and retain his new as well as loyal customer.
Customers problems
Not getting size, colors/design on a particular style code which is/are desired by him/her
To the retailer
PED can increase the sale. It is helpful in add-up and cross selling. It is helpful in acquiring and retaining new and loyal customers for long term. It can enhance the relationship between retailer and customers.
To the customer
Customers never miss a product. Customers can order particular style coded product if it is available in the warehouse. It is convenience for the customer to get the desired product. Customer can have the product with same fit, styles, sizes, colors within 3-4 working days which is not available in the store at that time.