Retailing consists of the business activities involved in selling goods and services to consumers for their personal, family,

or household use. It includes every sales of goods and services to the final consumer.

Retailing is world's largest private industry with annual sales over $ 6600 billion. Wal-Mart annual sales over $ 250 billion. It has share of 2.3% of U.S. G.D.P. There are nine retailers in Fortune 100, which highlights the importance of retailing as category.

According to a market estimate after agriculture, retail is the largest single sector, both in term of turnover or will as employment in India. With market size of $200 billion. The report said the Indian retail industry is in revolution phase.

Organized retailing in India, which account for less than 4%, is likely to grow four fold in the next five years. That means it will grow from current size of around $4 billion (Rs. 17,000 Crore) to around $15 billion (Rs. 66000 Crore) the neighborhoods corner shops estimated at 70 million across the country, and village Melas characterize the unorganized and fragmented nature of retailing in India.

1) Shoppers stop Home Stop Mother care Hyper city Crossword Planet M 2) Westside Star India Bazaar Landmark 3) Spencers supermarket Spencers daily Spencers hypermarket Music world 4) Reliance fresh Subhiksha 5) 6) 7) 8) Pantaloons Big bazaar Food bazaar Fashion station All Blue sky E Zone Collection I Home Town Central Mall 9) Godrej Aadhar Natures Basket

TABLE 1.1 : TOP 20 RETAILERS WORLD WIDE

Retailers Sales (US$) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Wal-mart Stores, Inc 163,532 Carrefour group 52,196.10 The Kroger Co 45,352 Metro A G 44,163 The Home depot INC 38,434 Albertsons inc 37,478 ITM Enterprise SA 36,762 sears, Roebuck and co. 36,728 Kmart Corporation 35,925 Target Corporation 33,702 J.C. penny Company, Inc. 31,503 Royal A hold 31,222 Safeway Inc 30,801 Rewe-Gruppe 30,578 Tesco PLC 30,404 Ito-Yokado Co., Ltd. 30,237 Edeka-Gruppe 30,002 Costco Companies, Inc 26,976 Tengelmann warenhandelsgesellschaft 20 The daiei, Inc 26,486

26,509

The retail industry in India is largely unorganized & predominantly consists of small , independent, owner-managed shops. Retailing is INDIAs largest industry in terms of contribution to GDP & constitutes 13% of GDP. There are around 5 million retail outlets in India. There are also an uncounted number of low cost kiosks (tea stalls, snacks centre, barber shops, etc) & mobile vendors. Total retail sales area in India was estimated at 328 million sq.mt.in 2001, with an average selling space of 29.4sq.mt. per outlet. In India the per capita retailing space is about 2 sq. ft, which is quite low compared to that of developed economies. In 2000, the global management consultancy AT Kearney put retail trade at 400,000 crore , which is expected to increase to Rs.800,000 crore by year 2005 an annual increase of 20%. According to the survey, an overwhelming proportion of the Rs.400,000 crore retail market is unorganized. In fact only a Rs20,000 crore segment of market is organized. There is no integrated supply chain management outlook in Indian traditional retail industry. Food sales constitute a high proportion of the total retail sales. The share was 62.7% in 2001,worth apprx. Rs 7032.2 billion, while non food sales were worth Rs.4189.5 billion. However the non-food retailing sector registered faster year-on-year growth than the food sales sector. The trend to market private labels by specific retail store is catching on in India as it helps to improve margins. The turnover from private labels by major retail chains was estimated at around Rs 1200 million in 2001.

Unorganized market; Rs. 583,000 crores. Organized market; Rs. 5,000 crores. 5 x growths in organized retailing between 2000-2005. Over 4000 new modern outlets in last 3 years. Over 5,000,000 sq. ft. of mall space under development.

The top 3 modern retailers control over 750,000 sq.ft of retail space. Over 400,000 shoppers walk through their doors every week. Growth in organized retailing on par with expectations and projection of the last 5 years: on course to touch Rs. 35,000 crore or more by 2005-06.

Grocers Cosmetic stores Chemist Food stores General stores Tobacco, pan stores Others Source: www.indiainfoline.com

34.7% 4.0% 6.3% 6.6% 14.4% 17.0% 17.0%

Grocers General stores Chemists Others

55.6% 13.5% 3.3% 27.6%

Source: www.indiainfoline.com

Diversities differentiates itself from the standard development of modern retail anywhere in the world. Conventionally, retailers focus on homogeneity and continuity in order to derive benefits of scale and efficiency in their system. Globally, retailers develop two or three major formats which are largely standardized, may not work in India. Significantly large, truly pan-Indian, multi-format modern retailing model needs to be developed in India. The Indian market will provide the footsteps to develop a model for globalizing retailing. This will be the biggest contribution of Indian retailers to the world. Indian retailers can establish thought leadership is in the field of technology. Unlike in developed countries, Indian retailers do not have legacy systems on which they have to build their technology platform. As retail grows and develops fresh technology-led solutions, India will take a leap and the next generation retail technology solutions may well come out of India. Usage of RFID and the next practices in technology-based retail solutions may well emerge from Indian retailing. Indian retailers would do well to develop their own systems and benchmarks that are admired and followed the world over.

The retail sector is expected to grow 40% to $427 billion by 2011. By 2017, organized retail will be 15-20% of the total retail market. Total retail market $ 800-billion by 2017. Impact on rural incomes and urban prices will be real and positive.

Organized retailing in India will need painstaking, often frustrating, effort to chisel out Indiaready business models, retail formats and delivery models. roducts, roperties, eople and rofitability are going to be huge challenges. The real estate prices and shortage of talented staff, the run-up expenses for growth are going to shoot up sharply. Significant delay in completion of shopping malls by developers and unreasonably high property prices is adversely affecting the growth of the sector. The situation is expected to improve in 2009, when a large, and probably an oversupply of retail space is expected to come on-stream. By the year 2010, it is expected that there will be around 500 shopping malls, adding over 250 million square feet of retail space. Its' just the first phase of retail playing out in India currently, where lot of players are merely 'land-grabbing'. In second phase the focus will be on creating differentiation. And in a couple of years, half of the new entrants of today will simply die. In 2008, the competitive landscape is also expected to unfold with many large entrants finally launching their operations. Understanding, interpreting and catering to Indian consumer behavior, taking into account the social diversity in the country will be crucial to the success of new players. New formats in specialty retail, wholesale retail and luxury retail are expected to emerge. The next few years will provide the answers to the most crucial questions on the sustainability of modern retailing in India. Whether the Indian consumer market can sustain such large growth in modern retail, whether more and more people will join the consuming class and what the real market size in small cities will be, become clearer. By 2010 a conclusion on the consumption potential in India can be reached. No one can stop the growth of modern retail and the consequent impetus to consumption and development in India. - Victor Hugo.

Organised retail market in India (Rs crore)

Retailers inspired by the Wal-Mart story of growth in small town America are tempted to focus on smaller towns and villages in India. However, a careful analysis of the town strata-wise population, population growth, migration trends and consumer spend analysis reveals a very different picture for India.

As per our estimates, the share of the 35 towns with a present population of greater than 1 million in India's total population would grow much faster than their smaller counterparts, from 10.2 per cent today to reach 14.4 per cent by 2025. Simultaneously, the share of these towns in the overall retail market would grow from 21 per cent today to 40 per cent by 2025.

Within these top 35 towns, an estimated 70 to 80 per cent of retail trade could be in the organised sector. This is similar to the experience in China, where in cities like Shanghai and Beijing, the organised sector accounts for 70 to 80 per cent of overall retail trade in certain categories. Retailers should therefore focus on the top 37 towns in the next decade, as the opportunity in smaller towns and

rural India would be smaller and more fragmented, compared to the larger towns.

TABLE 1.6: Organised retail market in India

1. Study about the LOYALTY schemes run by the mall. 2. Study the customer approach towards the mall. 3. Study about the floor operations in a shopping mall. 4. Comparative analysis of all retailers in this section to differentiate with other competitors.

1. Understand the customer behavior inside the mall. 2. Customers expectation from the mall.

3. Gather all the information about all the competitors. 4. All details about the loyalty scheme in retail sector. 5. To make suggestion towards the improvement in loyalty schemes. 6. To make suggestion towards STORE PATRONAGE.

Research methodology is a way to systematically solve research problem. In it we study the various steps that are generally adopted by researcher in studying his research problem along with the logic behind them. It is necessary for a researcher to know not only the research methods/techniques but also the methodology. It may be noted, in the context of planning & development, that the significance of research lies in its quality and not in quantity. Researchers should know how to apply particular research techniques, but they also need to know which of these methods or techniques, are relevant and which are not, and what would they mean and indicate and why

There are various sta ges to solve the research problem as shown in following diagram:

Research Problem

Rational/ Scope of Study Research Design

Research Methodology

Type of research

Sampling Design
Technique of sampling Sample Population Sample Frame Sample unit

Sample Size

Data Collection
Primary Data Secondary Data

: The method of data collection is done by the way of survey; this is

a process where by first hand information is collected. This method is needed for meeting the specific objective of research study. I have collected primary data in the form of filled structured questionnaire by customers. In first questionnaire I collect whole data about customers feedback about LOYALTY CARD. In second I collect all the data regarding to comparative analysis.

SECONDARY SOURCE: The secondary data was collected in the form of company
profile and product profile from the Web Site of PANTALOONS. Some other Web Sites were also referred. For collecting the required data the CSAS of the mall were also consulted. The data has helped in ascertaining the strategies and approaches of major players in market. Thus the study involved collection, analysis and interpretation of a lot of data relating to this sector. The data is collected from various sites, books, journals, etc. SAMPLE DESCRIPTION: After deciding on the research approach and instruments, the marketing research must design the sampling plan: 1. : The target for this the customers who come for shopping inside the mall. Sample size of the study is 200 customers who come for shopping inside the mall. Since it is the survey of customer, to obtain an unbiased result the customers sample from the population were interviewed randomly. So the sampling technique chosen for the research is Random sample technique. inside the mall had an equal chance of being interviewed. . : The customer who come for shopping inside the mall is the sample unit. Personal approach to each and every customer for all surveys and interviews were the Contact method used for obtaining a proper and detailed feedback. A face-toface Interaction took place with each sample representative. The data collected through questionnaire was properly classified and tabulated in the form of a report. These reports formed the basis for the comparative analysis and drawing inferences there from. From the inferences drawn certain conclusions and recommendations were made. Every customer

The fieldwork was conducted for a period of 15 days for both the research. Interviews were conducted inside the mall by face face interviewing.

FIRSTLY WE DISCUSS ABOUT WHAT IS CUSTOMER LOYALTY?

SHETH & MITTAL have defined customer loyalty as

The above given definition of customer loyalty includes both behavior & attitude, which can result in four possible situations as shown in above fig. When both attitude & behavior are weak , it means no loyalty exists , weak attitude indicates the customer may not have any liking for the brand & the store. While weak behavior means that the purchase of the brand or visiting the store is sporadic. When the attitude & behavior are strong , it means that the customer has a strong brand or store loyalty. The remaining two situation cases are interesting. When behavior is high but attitude is low, it can be said that the customer has spurious loyalty, i.e the customer may buy the same brand again & again or shop at same store regularly but may not have

a preferential attitude towards it. Very often in such instance the choice of the brand or store may due to convenient location or the customer loyalty is incidental & not yet well founded, he or she may easily switch brands change stores if given more choice or interesting price deals. Thus the retailers or marketers would have to make efforts at strengthening the customers perception of the brands or stores image. In the quadrant with strong attitude & weak behavior, the customer can be said to be having latent loyalty. The customer likes the brand or store but is unable to buy or visit the same probably because the price is too high or he or she lacks accessibility to the brand or the store. Thus i n such instances , the retailers or marketers needs to reduce whatsoever barriers & tap the hidden potential of the market. Retailers are beginning to focus their attention on encouraging customers to visit outlets, treating them to attractive promotions, thus adding more value to their best customers & satisfying them in the process. For to the retailers, customer loyalty will indicate that customer are committed to purchasing merchandise & services from them & will resist the activities of competitors attempting to attract their patronage.

The term

is used to describe the behavior of repeat customers, as well as

those that offer good ratings, reviews, or testimonials. Some customers do a particular company a great service by offering favorable word of mouth publicity regarding a product, telling friends and family, thus adding them to the number of loyal customers. However, customer loyalty includes much more. It is a process, a program, or a group of programs geared toward keeping a client happy so he or she will provide more business. Customer loyalty can be achieved in some cases by offering a quality product with a firm guarantee. Customer loyalty is also achieved through free offers, coupons, low interest rates on financing, high value trade-ins, extended warranties, rebates, and other rewards and incentive programs. The ultimate goal of customer loyalty programs is happy customers who will return to purchase again and persuade

others to use that company's products or services. This equates to profitability, as well as happy stakeholders. Customer loyalty may be a one-time program or incentive, or an ongoing group of programs to entice consumers. Buy-one-get-one-free programs are very popular, as are purchases that come with rebates or free gifts. Another good incentive for achieving customer loyalty is offering a risk free trial period for a product or service. Also known as , these types of incentives are meant to ensure that customers will return, not only to buy the same product again and again, but also to try other products or services offered by the company. Excellent customer service is another key element in gaining customer loyalty. If a client has a problem, the company should do whatever it takes to make things right. If a product is faulty, it should be replaced or the customer's money should be refunded. This should be standard procedure for any reputable business, but those who wish to develop customer loyalty on a large-scale basis may also go above and beyond the standard. They may offer even more by way of free gifts or discounts to appease the customer. Some of the common bases for attracting customers are having dedicated employees, variety, unique merchandise & superior customer service. But the challenge for the retailer is to have a loyal database of customer, who will be unwilling to switch their loyalty. The strategies are built after: 1. Developing a clear & specific positioning strategies. 2. Making customer develop an emotional attachment with the retailers product offerings.

The key to a successful business is a steady customer base. After all, successful businesses typically see 80 percent of their business come from 20 percent of their customers. Too many businesses neglect this loyal customer b ase in pursuit o f new customers. However, since the cost to attract new customers is significantly more than to maintain your relationship with existing ones, your efforts toward building customer loyalty will certainly payoff. Here are ten ways to build customer lo yalty:

1.

Whether it is an email newsletter, mo nthly flier, a remind er card for a tune up, or a ho liday greeting card, reach out to your steady customers.

2.

Go the extra distance and meet customer needs. Train the staff to do the same. Customers remember being treated well.

3.

Loyalty works from the top down. If you are lo yal to your employees, they will feel positively about their jobs and pass that loyalty along to your custo mers.

4.

Train emplo yees in the manner that you want them to interact with customers. Empower employees to make decisio ns that benefit the customer.

5.

Give customers a reason to return to your b usiness. For instance, because children outgrow shoes q uickly, the owner of a children?s shoe store might offer a card that makes the tenth pair of shoes half price. Likewise, a dentist may give a free cleaning to anyone who has seen him regularly for five years.

6.

Know what yo ur steady patrons p urchase and keep these items in stock. Add o ther products and/or services that accompany or compliment the products that your regular customers buy regularly. And make sure that your staff understands everyth ing they can about yo ur products. Read Know Product Basics for more.

7.

If you say a purchase will arrive on Wednesday, deliver it on Wednesday. Be reliable. If something goes wrong, let customers kno w immediately and compensate them for their inconvenience.

8.

Try to solve customer problems or co mplaints to the best of your ability. Excuses ? such as "That's our policy" ? will lose more customers then setting the store on fire. Read o ur 60Second Guide to Managing Upset Customers for mo re information.

9.

The harder it is for a customer to speak to a human being when he or she has a problem, the less likely it is that you will see that customer again .

10.

Remember the theme song to the television show ? Get to know the names of regular customers or at least recognize their faces.

Building loyalty through advocating certain essential factors:

Customers are constantly changing & their expectations also rising. Consumer behavior in the organised retail industry has altered drastically in the last few years. The retail market is growing not only in terms of nos. but also in terms of stature, image & class. Alongside with Indians becoming world class service. So it becomes vital for retailers to pay attention to every little detail in order to be successful. This can be done by providing a good brand & store experience. For this in general the retailer will have to look into various aspects such as: Timing of the store In store design & layout Welcome the customer receives The ability to browse easily The behavior & product knowledge possessed by sales persons The facility for making payments The attractiveness of the loyalty programs The packaging & The exit. All these above aspects are really very important for the customer to experience delightful shopping experience in the mall. If not handled well, it could result in a disgruntled consumer , who will spread a bad word-of-mouth. On the contrary, if the overall brand & store experience is

positive & pleasant , the retailer may gain a flow of customer who would likely to patronize the outlet again & again. Further it is also likely that the popularity of the store increases through word of mouth.

How to improve CUSTOMER LOYALTY in organization?

Strong customer service is the bedrock for creating loyal customers. Make it a priority by properly training your staff and continually reinforcing the message that the customer comes first. You can also let your customers know that you value their business by reaching out to them through newsletters, postcards, and e-mail, so they're aware of seasonal sales and special products. Install a strategy for responding to customer inquiries and complaints and create a fair, flexible return policy. Finally, once you've developed a rapport with loyal customers, you can reward them with special discounts on products or services. Loyalties schemes are different for different organizations. Basically loyalty schemes are there for the existing customers or for coming customers for their benefits.

In the study carried out by company of BRITISH super market shoppers on the basis of their attitude towards price & promotions, five groups of customers were identified:

: These customers were strapped for cash due to limited income, so they shop around to get the best price on their favorite brands, generally seeking ELDP instead of promotions which may require them to alter their buying patterns i.e. they go for bulk purchases. Such customers are low on store loyalty but high on brand loyalty.

These customers are young families with strained financial expenses due to growing expenses due to growing expenses like mortgage

etc. they are very budget conscious ,though dislike bulk purchases, they seek price deals & use coupons .They respond well to store loyalty schemes but tend to switch brands although they may spend a lot on store brands.

These customers will do anything to get the lowest shopping bill they find a thrill in finding bargain sale & take pride in telling others where such sales take place. They may switch between rational & store brands, having loyalty neither for the brands. Thus retailers & marketers will not earn any long-term gain from such customers. : These customers are affluent & are unconcerned about the size of their bill. They select stores based on the location , product assortment. & product quality rather than price or promotions. They may take advantage of the promotions on their favorite brands, happily buying in bulk to stockpile & save money, although they may not switch brands. They can easily be the retailers delight since they may be loyal to both brands & stores. This group is basically driven by habit, settled on brands & stores & not interested in exploring better deals. They may occasionally indulge in soft deals such as free items or coupons but dislike aggressive promotions & deals. So they reliable to a certain extent.

Fig 2.2 FACTOR FOR BUILDING LOYALTY

THIS IS ALL ABOUT THE CUSTOMER LOYALTY IN RETAIL SECTOR.

In

for loyalty scheme there is a card named The customer can collect

it from any ICICI bank branch or from any PANTALOONS outlets. Its available all over. This future card can be applicable in any store or mall comes under FUTURE GROUP. Anyone whose monthly income is above min.5000 can be a part of this loyalty card.

This is the slogan of the future card. Apart from this CENTRALs goes with various loyalty services such as FREE redeem of

parking coupons, free alteration to all customers, sometimes free home delivery to customers etc. this is the loyalty scheme run by CENTRAL.

The main benefit beyond this future card is you can use this card in various outlets run by FUTURE GROUP! Apart from this as we talk about other player in retail sector SHOPPERS having FIRST

CITIZEN card. INDIA BULL MEGA STORE having PPC(pyramid power club) which goes with loyalty card.

Before FUTURE CARD there were CENTRAL CARD which is only applicable for CENTRALS purpose. It is a loyalty card for CENTRALS customers. Following are some details about CENTRALs card. Exclusive Benefits

Get 0% EMI option for purchases more than Rs. 3,000/- at Central. Get free gift voucher of Central worth Rs. 250/- with the offer booklet. Earn 4 reward points for every Rs.100/- spent at Central. Also earn 1 reward point for every Rs. 200/- spent at merchant establishments other than Central.

Priority Payment Counters at Central for cardholder to save valuable time. Cardholder gets priority to view the product launches and seasonal collections at Central. Upto 10% discount to all cardholders restaurants within Central, on bills of Rs. 250/- and above.

Get 12 free coffee vouchers on approval of card. The Cardholder will get access to select airport lounges across the country with complimentary snacks and non-alcoholic beverages.

All the benefits of Solid Gold Card.

These were all the benefits provides by CENTRALS card.

After that PANTALOONS introduces FUTURE CARD for all its stores. Future card is powered by ICICI BANK (CREDIT CARDS). Future card is like a retail credit card. Lots of offers & gifts are there on the FUTURE CARD.

BIG BAZAAR 1 1 Merchandize. FOOD BAZAAR

st st

3 months 15% off on fashion 3 months 10% off on general

1 KG Food bazaar sugar free 1s t 3 months 3% off on foods. Rs.100 off on apparel purchase of Rs. 500 or get a T-shirt worth Rs. 299 on apparel purchase of Rs. 1000 Rs. 50 off on Rs.1000 & above purchase. st For 1 3 months Rs. 250 off on Rs. 2500 & above purchase.

Pantaloons

Central

BRAND FACTORY

Rs. 50 off on Rs. 1000 & above purchase. st For 1 3 months Rs. 250 off on Rs.2500 & above purchase.

DEPOT Shoe Mport/genm Planet sports

Rs .50 book free from exclusive depot collection per month. Shoe polish/socks FREE on Rs. 100 per month. Airtel live VAS cards ( worth Rs. 500 content FREE) Rs. 249 Spalding/Converse cap FREE on purchase of Rs.111 & above per month. 1 video game FREE per month with load of min. Rs. 50 Rs. 200 off on Rs. 1000 & above purchase. Gift worth Rs.250 for every Rs. 1000 & above spent per month. Get gift worth 7.5% of purchase above Rs. 10,000 at HOME TOWN. 1 time foot massage FREE per month.

F123/CO TOP 10 Home Town

STAR & SITARA eZONE

A head phone worth Rs. 199 with purchase through FUTURE CARD at eZONE.

Futurebazaar.com A Future card & futurebazaar.com MUG worth Rs.50 on 1 s t purchase every month. Bombay blue 10%-15% off on total bill amount. COPPER CHIMNEY YATRA 10%-15% off on total bill amount 10%-15% off on total bill amount

PENNE SPAGHETTI The Apollo Clinic

10%-15% off on total bill amount 10%-15% off on total bill amount
st For 1 3 months 50% discount on a range of special FUTURE CARD & Apollo health checkups. 15% off on health check up. 20% off on diagnostics checkups. Get 2.5% surcharge waiver on fuel purchases at select HPCL outlets.

HP Lilliput

VLCC

10% discount for Future card holders on all Lilliput apparels & accessories. 15% discount on all Lilliput footwear. Inaugural offer: 1 face / body firming session plus counseling worth Rs. 2000 FREE. Regular offer: slimming/beauty/hair package 30% flat discount. Regular offer: beauty services -30% flat discount. Regular offer: 15% off on RBS(salon services) 15% off on Domestic packages 10% off on Weekend breaks. 12.5% off on INTERNATIONAL packages.

Travel Port

These are all details about FUTURE CARD. These are all offers which are provided by FUTURE CARD. This is first time in INDIA that any company providing such type of LOYALTY CARD which any 1 can use in number of brands. This type of card really change the mind of customer towards the LOYALTY.

FOLLOWING RESEARCH HAS BEEN DONE BY :

Grahame R. Dowling Australian Graduate School of Management University of New South Wales & Mark Uncles School of Marketing University of New South Wales Sydney 2052 Australia.

In a bid to strengthen relationships with their customers marketers are showing renewed interest in customer loyalty programs. But how effective are these programs? Surprisinglygiven their current popularitythe evidence is equivocal. Research on normal patterns of loyalty in established competitive markets suggests that in many cases it is hard to obtain exceptional advantages through the launch of a loyalty program. Also, competitive forces tend quickly to erode any differential gains. Before introducing a loyalty program, managers would be wise to fully cost it (including development, marketing and on-going costs), and compare these costs with a realistic assessment of the benefits of the programan assessment that goes beyond the rhetoric of relationship marketing. Here we argue that to stand the best chance of success under tough market conditions, a loyalty program must of the product or service. This in turn will help to of a product, and therefore of the firms offensive and defensive marketing strategy.

Advocates contend that loyalty programs are more profitable to a firm because: (a) The costs of serving customers are less, (b) Loyal customers are less price sensitive, (c) They spend more with the company, and (d) They pass on positive recommendations about their favorite brands/suppliers.

IN Thomson South Western learning,2003 give definition of CUSTOMER LOYALTY as given below: SHETH & MITTAL have defined customer loyalty as

come with the new study that a sample of older , lower income group & less educated women were willing to shop in the same store & avoid the risk of shopping in the new stores. in his study said that, store loyal consumer to be engaged in less repurchase search , know about fewer stores & less likely to shop even in stores known to them. He also found that the shopping behavior or style to more likely exist among low income consumers because they were constrained by their inability to shop much. came study that store loyal consumers found more risk in shopping & hence felt being store loyal would reduce the risk of shopping in unknown stores. they found that more no. of single parent household also limited the amount of time available for shopping & the additional cost of being store loyal was worth the time saved. with the

 The purpose of this paper is to focus on establishing individuals' levels of loyalty and what sustains and develops their customer loyalty. This paper recognizes the importance customer loyalty has for many competitive organizations and industries. However there has been less focus on what value customers attach to customer loyalty in this context. A two-stage study is presented, establishing individual levels of loyalty and then identifying the role of mediating effects in loyalty development. The first stage involved a postal survey, including a 28-item scale, designed to measure customer loyalty, and its sustainers and vulnerabilities (mediating effects). The second stage, and the main focus of this paper, uses scores from the loyalty scale (high, medium and low levels of loyalty) to examine what sustains and develops loyalty amongst differing levels of development. The findings highlight the importance of identifying, understanding and managing mediating effects, in the context of loyalty development. The research emphasizes the importance of a differentiated approach to developing and managing customer loyalty by appropriately rewarding customers at different levels. The findings highlight the need to acknowledge the importance of reciprocity in terms of which aspects of service customers value. The main contribution of this paper is that it uniquely identifies an approach to understanding the sustaining and vulnerability effects mediating customer loyalty development going beyond previous categorization attempts. Understanding this approach should lead to effective customer loyalty management and greater awareness of managing recognition, reciprocity and rewards.

Future Group is one of the countrys leading business groups present in retail, asset management, consumer finance, insurance, retail media, retail spaces and logistics. The groups flagship company, operates over 6 million square feet through 450 stores in 45 cities. Some of its leading retail formats include,

Future Group companies includes, . Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. The groups joint venture partners include

. Future Groups vision is to, . The group considers as a core value and its corporate credo is - Rewrite rules, Retain values.

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value andlifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 7 million square feet of retail space, has over 1000 stores across 53 cities in India and employs over 25,000 people.

The companys leading formats include , a chain of fashion outlets, , a uniquely Indian hypermarket chain, , a supermarket chain, blends the look, touch and feel of Indian with aspects of modern retail like choice, convenience and quality and

, a chain of seamless destination malls. Some of its other formats include, . The company also operates an online portal, .

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection i, selling home furniture products and E-Zone focused on catering to the consumer electronics segment.

Pantaloon Retail was recently awarded as: 1. by the

3. 4. 5. 6. 7.

is the flagship company of , a business group catering to the entire Indian consumption space.

Now we are going to discuss about all LINE OF BUSINESS come under PANTALOONs RETAIL.

Launched in May'04 at Bangalore, Central is a showcase, seamless mall and the first of its kind in India. The thought behind this pioneering concept was to give customers an unobstructed and a pure shopping experience and to ensure the best brands in the Indian market are made available to the discerning Indian customer.

Central offers everything for the urban aspiration shopper to . Located in the heart of the city, Central believes its customers should not have to travel long distances to reach us; instead we must be present where customers frequently visit.

In a short span of its existence Central has revolutionized and redefined the shopping experience in India. At Central, customers no longer only shop, they get SHOP-ATAINED!

1.

central determine the attribute and needs of it's customers.

2.

central integrates all plan and activities to maximize efficiency. All the employees make their best service to customer.

3. central offer good value to customers whether it to be discounter or up sale this means having the price appropriate for the level of product and customer service

4.

- central set goals and then uses a strategy to attain them. central set goal to achieve the one hundred crore target in 2008.

To relate the marketing concept to retailing, with an emphasis on the total retail experience customer service, and relationship retailing. The marketing concept (known as retailing concept when applied to retail situations) should be understood and used by all the retailers. The total retail experience includes all the elements in retail offering that encourage consumers during their contact with retailer. Many elements such as number of sale people, displays price. The brands carried, and inventory in hand are controllable by a retailer, others like the adequacy of on-street parking, the speed of on line shopping and sale taxes are not. If some part of the total retail experience is unsatisfactory, consumers may not buy a given good or service. The total retail experience of is very good. There is goods systematic display of

goods. Synapses indicate price of the goods. Smart sales people, they always maintain eye contact with customer. There are good branded item's are available in CENTRAL store.

A retail strategy is overall plan that guide a firm. It consists of situation analysis objectives identification of customer market, broad strategy specific activities, control and Feedback.

Situation Analysis

Organisational mission Ownership Management alternatives Goods/Services Category Sales Profit Satisfaction of Publics Image Mass Marketing Concentrated Marketing Differentiated Marketing

Objectives

Identification

Overall Strategy

Controllable Variables Uncontrollable Variables

Specific activities

Daily and Short term Operations Responses of environment Evaluation

Control
Adjustment

Element of Retail Strategy

Objectives are the retailer's long term and short term goal. A firm may pursue one or more of their objectives Sales (growth, Stability and market share) Profit (level, return on investment, and efficiency) Satisfaction of public (Stockholders, consumers and others) and image pinioning (customer and industry perception)

Next consumer characteristics and needs are determined and a retailer elects a target market. A firm can sell to a broad spectrum of consumers (Mass Marketing) Zero in an one consumer group (concentrated Marketing) or aim at two or more distinct group s of consumers (differentiated marketing) with repeated retailing approaches for each.

A broad strategy in then formed. It involve controllable variables (aspects of business a firm can directly affect) Uncontrollable variable (factors of a firm cannot control and to which it must adapt)

1. Store Location 1. Consumers 2. Managing business 2. Competition 3. Merchandise management 3. Technology and pricing 4. Communicating with the Customer 5. Seasonality 4. Economic Condition

Central also include for certain type of home wares & other thing.

The record area of strategic planning managing a business into two major element human resources.

- Management look like promotion, display are very good at central there are special promo area for different event.

Special price policy like . At the end of week central give special offer in merchandise.

Central

keep all the category of merchandise. Different choices of

merchandise are in the More is according to their classification. - Central charge medium& high price but offer wide range of deep assortment. With regard to pricing central choose several pricing techniques (such as leading following, cost plus/demand oriented and so on) then decide what range of price is set, consistent with the More is image and quality of goods and service offered.

- Basically central target upper medium& high class people According to this central learns about its target market and from a strategy consistent with consumer trends and

desire. Selecting a target market is within a retailer's control but the firm cannot sell goods or services that are beyond the price range of its customers not wanted, or not displayed or advertised I n proper manner.

Competition in retail sector increasing in India. Retail industry even organized retail is fragmented industry in India. Every region has local competitors (Margin Free in Kerala, Subiksha ,Nilgiri in Chennai) Big Bazaar , Reliance and Spencer are close rivals of More make a good presence in Maharashtra while R.P.G. make good presence in south India. Government has gave the approval F.D.I. in retail sector so it will increase competition n retail rector wall Mart J.C Penny, Mark & Spencer could inter in Indian Market. - In today's world of retailing technology is advance rapidly. Computer system is available for inventory control and check out. Operation. Bar coding has revolutionized merchandise handling and inventory control. Economic condition of India is more better than one decade before. Per capita income as increase by 5.2% in this fiscal year. G.D.P. also increase people have more

disposal income. Unemployment Interest rate, inflation tax levels and the annual gross Domestic product (GDP) are Just some economic factors with which a retailer copes and which it cannot change In outlining the controllable to consider and adapt to forecast about international, national state and local economics.

I did my summer project from Central 2. In Central there are 5 floors and each floor is divided into each segment . is having all international brands like Lacoste , Tommy Hilfiger , Nautica and many more .

is having ladies and kids section and Shoes section . is divided into 2 sections in which 1 section is for all Casuals in which we have brands like Lee, Levis, Lee Cooper etc. and the another section is for Planet Sports in which all main brands are existing like Adidas , Nike , Puma , Converse etc. is for all Mens formal dressings like Arrow, Excalibur, Peter England, Urbana,Van Hausen, Wills lifestyle etc. and we also have ethnic wears also in which we have Akkriti and Manyawar. is for Casuals wearing and Home Furnishing also in casuals we have brands like Provogue, Status quo, M Square, Proline and many more brands. is divided into 2 segments. 1 is for Food court named as Spoon the food court and another section is for in which you can get all the FMCG goods .

These are the segments and floors in which central 2 is divided. I did my project basically for 3rd floor which is known for FORMALS SECTION In each floor there is the Floor Manager, ADM(asst. departmental manager), Team leader, CSAs. all these people working for a floor.

After my 3 months project in CENTRAL I can say there are 6 PARAMETRES OF RETAIL OPERATIONS. These are the parameters which is to be followed and maintained by every organization .

Stock is very essential part of operation. We should know about the stock presence on the floor. On which brand we have a full option & cut option .so we have to make option plan of the floor every Monday. We makes stock requirement also of those product which is fast moving & on demand items. A manager should also aware about each and every brand requirement and he has to make sure about the refilling and replenishment of the stock . The stock has to be refilled accordingly. Sometimes some of the items are not moving in brands then we send it back to the vendors or sometimes we send it to Brand Factory.

- In Retail industry at the end of the day the one thing which matters is only one thing that is profit . In central for earning profit we daily distributed the targets for each and every brands and these brands have to perform better for the achievement of the their targets . They also got there brands targets on monthly , quarterly and yearly bases . For the achievement they do hard work and if they succeed in achieving their targets then they get incentives according to their contribution.

In Operations Staff

plays a important role in achieving the targets . Sales executives are the persons

which are directly interacted to the customer and they know what the customer actually want. Customer cant meets to the Managers directly. So its necessary that staff should be well groomed & interactive to the customer. We daily check the grooming of staff just like hair cut, clean clothes, etc & their eye contact, body language, communication skill etc.

We should train the staff time to time like:

How to communicate with customers? How to increase the selling? How to make the customer to purchase more?

Customer is most important thing in retail .

In retail, this idea of focusing on the best current customers should be seen a s an on-going opportunity. To better understand the rationale behind this theory and to face the challenge, we need to break down shoppers into five main types:

: They represent no more than 20% of our customer base, but make up more than 50% of our sales.

: They shop our stores frequently, but make their decisions based on the size of our markdowns.

: They do not have buying a particular item at the top of their To Do list, but come into the store on a whim. They will purchase what seems good at the time.

: They have a specific intention to buy a particular type of item. They have no specific need or desire in mind when they come into the store. Rather, they want a sense of experience and/or community.

If we are serious about growing our business, we need to focus our effort on the loyal customers, and merchandise our store to leverage the Impulse shoppers. The other three types of customers do represent a segme nt of our business, but they can also cause us to misdirect our resources if we put too much emphasis on them. We can delight our customer if we give them better service. In Centrals we give some

following service to our customers :

Visual Merchandising is the art of displaying merchandise in a manner that is a ppealing to the eyes of the customer. It sets the context of the merchandise in a n aesthetically pleasing fashion, presenting them in a wa y that would convert the window shoppers into prospects and ultimately buyers of the produc t. A creative and talented retailer can use this upcoming a rt to breathe in new life into his store produc ts.

Visual merchandising is acted as a sile nt communicator to the custome r. The main function of V.M is to aware a bout what merchandise is available in store.

Visual merchandising includes window displays, signages, interior displays, cosmetic promotions and any other special sales promotions taking place.

V.M also helps to customers as

Educ ating the creative way.

customers about the product/service in an effective and

Establishing a creative medium to prese nt merchandise in 3D environment, thereby enabling long lasting impact and recall va lue. Se tting the company apart in an exclusive position. Establishing linkage between fashion, product design and marketing by keeping the product in prime focus. Combining the creative, technical and operational aspects of a product and the business. Drawing the attention of the customer to enable him to take purchase

decision within shortest possible time, and thus augmenting the selling process.

How will you survive and grow in profita bility in today's very competitive marketplace?

1. Your margins are already stretched. 2. You're stretching your advertising dollars as far as they'll go. 3. You don't have the brand or product loyalty that you once had.

It's simple! You'll compete by maximizing your greatest source of productivity --

Look at these realities. 1. Few companies budget sufficient dollars to professionally train their sales And customer contact people. 2. Most retail salespeople are poorly trained in professional selling skills. 3. Most training is product training. 4. Old-fashioned sales techniques are outmoded and contribute to turnover and poor job performance.

Modern day, value-focused selling can usually increase a salesperson's effectiveness Around 15% to 25%. As a Manager we have to look up following thing, so that we know about our actual selling & achievement of our target: contributing higher in floor 3. - each brand has to provide a specific area in sq. feet

- no. of customers is coming in our mall? - how many customers are purchasing out of them? - total sale/no. of bill - for ex. Floor 3 contributes 15 to17 % of mall selling. - Van hausen, Arrow etc. is the brands who are

In order to ensure the success of an event or promotion, it is necessary that the store where action is to take place be geared for the same. Managing alliances and partnership with local partners is also an important part of operations. Display of merchandise and point of purchase material has to be managed at the store level. An integral part of managing a super market is an understanding of fresh produce and its storage needs and replacing the product when needed. Control of perishables and sanitations are two important aspects of the operations of the store. During my project in central they organized event named as THE GREAT FRENCH AFFAIR The main purpose of this event was to get familiar our customers with the . By celebrating this festival they tried to experience the French culture. store

It can be defined as strategic and tactical planning program and the attendant execution exercises for a brand using the full mix of communication ( 1. Increase sales 2. Build Market share 3. Generate awareness and trial of new brand 4. Stimulate retrial 5. Encourage repeat purchases 6. Generate purchase continuity 7. Provide alternate usage suggestions. 8. Stimulate trade-up to larger sizes 9. Temporary adjust pricing 10. Defense against competitive activity 11. Excite the sales force.

I was the part of 3 events in 1. The Great French affair. 2. Youth buzz. 3. EOSS (end of season sale).

Experience the glamour of Eiffel Tower at Central : Come get a heady taste of the finest French wines on all weekends. : Watch mouth watering French delicacies being whipped up by a renowned chef on all weekends. Delectable French pastries will have you begging for more. Watch the leading models sizzle on the ramp in designer French collections on May 17th & 24th 2008. : Get a stunning 'Ooh la la' French Style makeover. : Sizzle, Shake and Cheer with French Cancan dances on May 10th 2008. Learn charming French moves from leading dancers on all weekends : Get your portrait sketched by a true blue French

Youth buzz offering you no. of discounts & offers like Denim exchange mela. Magic weekend Offering apparels like future C.E.O., Saturday night fever.

Overall response from the customer was good.

Basically EOSS means stock clearance sale. During this period there were huge no. of discounts are over there. During this sale period huge crowd was there, because of discounts on each and every item. Main thing in this period is stock. Before 10 days of the sale period we send requirement of the stock to each and every company for this period. Main work during this season is to manage all thing including signages, proper updates of offers. There were special offers on 15 BANDHAN. ,16 t h ,17t h AUGUST because of INDEPENDENCE DAY, RAKSHA

th

Start by doing a basic evaluation of your store

Is your sign up-to-date or is it old and dated-looking? Is your sign clearly visible and in good repair; no holes, cracks or burned out bulbs? Does your sign tell customers what type of products you sell at a glance? Do you have adequate signage for your building as it relates to street visibility? Does your signage make a strong statement about your company?

Is your product signage uniform in design? Does your product signage describe the high points or features of the product?

 Is signage up to date? Is directional signage easy to see and understand at a glance? Do you use signage as part of your visual merchandising?

Is your floor clean and fresh looking? Is your carpet clean, lying well, and vacuumed? Is your entry clean and in good repair? Are you using multiple styles of floor coverings to direct traffic flow and distinguish between departments?

Are all of your bulbs operating and in good condition? If using fluorescent bulbs are all bulbs the color temperature? Is your appliance area bright in contrast to the more subdued electronics area? Are you using Track or spotlights to create focal points? Good white light 3500 to 4100K should be used to light an appliance section.

Is your store clean? Are floors waxed and buffed, carpet shampooed and vacuumed? Is your product neat and tidy? Are your aisles free of clutter and boxes? Is your exposed office area neat with continuity?

Do your store fixtures match or are they a conglomeration of manufacturer's displays? Are your fixtures broken or in disrepair? Are your fixtures being used for the products for which they were intended?

 Does your store use store fixturing? (Appliance fixtures, built-in fixtures, platforms, gondolas, etc.)

1. Daily distributing sales report to each and every CSA including target & last nights sale. 2. Daily check the global counting book of the stock. 3. Keep details of all the inwards & outwards on the floor. 4. Check whether the staging & color blogging is perfect or not. 5. At the weekends (sat. & sun) help cashiers for packing & sometimes for billing also. 6. On the Mondays collect the details of fast moving merchandize from each and every brand & their requirement of stocks also. 7. During the GREAT FRENCH AFFAIR I had perform the job to tell every customer what is the French festival is all about? 8. After this festivals, I al so work for Customer Feedback Counter. Where I had to

request each and every customer to feel the feedback form. From which I can get more knowledge of customer behavior, there expectation from the mall. 9. During the sale period (eoss) lots of work there which I performed.(staging, color blogging, stock inwards, placing of gondolas, rearranging huge stock in each section. 10. During EOSS sometimes I help for alteration also. 11. On the billing counters it really tough to handle the customers over there, for that purpose I was always there to solve all the problem. the section because of a

This is all about my project profile during my inte rnship.

To collect whole detail about the awareness of customers towards FUTURE CARD.

OPTIONS RESPONSE Once a year 25 Once a month 35 Twice a month 65 Thrice a month 75

TOTAL 200

16% 34% Once a year Once a month 20% Twice a month Thrice a month

30%

2. Options

From where do you buy your apparels (clothes)? Re sponse 60 80 50 10 200

Pyramid Central Shoppe rs Mega mart Total

5% 30% 25% pyramid Centrals shoppers Mega mart

40%

Fig 3.4 where do u shop?

3. Age of the customer ?

Below 18 yrs Between 18 to 25 yrs Between 25 to 35 yrs Between 35 to 45 yrs Above 45 yrs 10 45 63 47 35

4.

a. Male b. Female

Fig 3.6 gender

>15000 20000-25000 25000-30000 30000 above

12 62 56 70

Fig 3.7 income range

Less than 500 Between 500 to 1000 Between 1000 to 2000 Between 2000 to 5000 More than 5000 Not Applicable

OPTIONS RESPONSE Yes 60

No 140 TOTAL 200

8. Reasons for not being aware of FUTURE GROUP?

OPTIONS RESPONSE Dont have any idea 70 Not inform by any CSA 60 Dont have any display 70

Total

200

OPTIONS RESPONSE Yes 50 No 150 TOTAL 200

10. Are you interested to be a part of FUTURE CARD?

OPTIONS RESPONSE

Yes 150 No 50 TOTAL 200

FIG 3.12 THIS RESEARCH IS BASICALLY FOR THE LOYALTY SCHEMES.

This questionnaire is totally about loyalty card in CENTRALS

Second researc h has be en done to collect data about the comparative analysis among the competitors.

To collect data for

: 200 customers.

: From the above chart we can say that on the basis of price as a parameter 34% people likes to shop in CENTRALs. The main reason behind is the in house brands of PANTALOONS which are really very affordable to everyone who comes for shopping & wide range of options & sufficient space for each and every brand & good service. As compare to price range there is close competition. So CENTRAL have to keep focus on each & every brands.

: From the above chart we can say that on the basis of brands available 39% people prefer to shop in CENTRALs. The reason is availability of various brands as

well as various in-house brands. As compare to other competitors CENTRALS have more space for each and every brand, wide range of options.

: From the above chart we can say that on the basis of product range 33% people prefer to go with CENTRALS. It has a good range of products as various in-house

brands are also available with economical prices. They can still improve upon by getting various other brands and introducing various in-house brands
.

After interpreting the chart we come to know that 43% people are satisfied with the trial rooms at CENTRALS as compared to other stores in Pune. So

CENTRALS should maintain the service of trial room in the same manner. Another reason is enough space in each trial room, which made by latest technology.

After interpreting the chart we come to know that 39% people feel the offers in CENTRALS are really good & attractive. So customers are satisfied with the offers that CENTRALS launches at regular intervals.

Taking into consideration the above statistics we can see that 42% people feel that the service (free alteration, exchange policy, staff suggestions, redeem parking coupon etc.) given by CENTRALS are much better as compared to other stores in Pune. So they should keep enhancing the loyalty program and should keep in mind that customer is the king so we need to provide best services to keep the customers loyal.

We can interpret from the above chart that 49% people find that parking is not a problem at CENTRALS. As compare to other stores in PUNE, only CENTRALs has its own space for parking other than others , because they are parking on the sharing basis. Its parking is in basement that why customers get more space for parking. While paying the shopping bill they can redeem the parking coupon. There is the lift facility for customers to the basement. In centrals they provide valet parking also which is not there in other stores in PUNE.

We can interpret from the above chart that 54% people feel that it is comfortable to move around in the store. The items in the store are visible and its convenient to shop. Each section gives enough space that customers can easily go and select their favourite item. In CENTRAL mall each section is divided in to various section. There is food court also which also encourage customer to shop inside the mall.

We can interpret from the above chart that 55% people feel that events organised in CENTRALS is better than other stores in PUNE. During my internship we organised various events such as YOUTH BUZZ in this we organise SALSA DANCE competition,

DENIM EXCHANGE MELA, electronic AUCTIONS etc. In all these events there is huge response of customers because of that during those days sale of the mall also increases.

We can interpret from the above chart that 49% people feel that ambience in CENTRALS is better than other stores in PUNE. Basically CENTRALs pays more attention towards the customers requirement what they want? What are their expectations towards the mall.

We can interpret from the above chart that 83% people feel that events organised in CENTRALS is better than other stores in PUNE. Because only CENTRALS goes with the concept that , SHOP ,EAT, & CELEBRATE. That is the slogan of CENTRALs. Other stores not allow any type of food stuff inside the mall. That the reason why there is huge approach of customers in CENTRALS.

We can interpret from the above chart that only 16% people goes with CENTRALs. Only in this section CENTRALs lack behind others stores in PUNE. CENTRALs has to keep more attention towards this.

From this above given questionnaire following are the observations & recommendations.

1. From this research, there are majority no. of customers who buys more than 3 times in a month as compare to other customers. So these customers are loyal customers for CENTRALS. No of other customers who buys more than 2 times, 1 time in a month are also there. These are also the targeted customers for the CENTRALS. 2. There were higher percentage of customers who like to buy from CENTRAL as compare to other competitors.( pyramid, shoppers etc.) means majority of customers are like to shop from CENTRALS. So by organizing some events or with good product range & discounts, these remaining customers get diverted towards CENTRAL. 3. As per the data collected through this survey, we can say higher no. of customers are youngsters. Along with professionals, businessmen etc. between the age group 25-35. 4. Majority of females customers are there, as compare to male customers. 5. As per income range is concern, majority of customers are high class customers means income(30000+/month).who loves to shop in CENTRALs. They are really brand conscious. 6. There are higher no. of customers who spend more than 3000 for their 1 time shopping, more than 3000 also. Some customers are there who even shop more than 10000 also.

Basically main objective behind this questionnaire is to collect information about the awareness about FUTURE CARD among the customers.

As per the data collected by questionnaire, i am very disappointed by the result that is only 30% customers were aware about the FUTURE card. The main reason behind it is that they dont have any idea about FUTURE CARD. Only few of them know about it. The main reason behind it is, there is no display inside the mall

for FUTURE CARD. All the employees working over there are not aware of that, among 200 customers only 30% customers have the FUTURE CARD. After that i ask for their interest in FUTURE CARD, more than 75% customers are interested to be a part of FUTURE CARD. They are really very interested to be a member of FUTURE CARD. They want more information about the FUTURE CARD.

As per all this data, as per my opinion is concern, CENTRALs have to think more about the FUTURE CARD. Because as we discuss above more than 75% customers really very interested to be a part of the FUTURE CARD. This one is really very important thing where CENTRALS have to be concentrate. Because of this they get more LOYAL customers. CENTRALS have to arrange some events for promotion of FUTURE CARD. Including proper displays inside the mall, informing every employees over there to tell every customers about the FUTURE CARD. At the cash counter keep any executive to give information to each and every customer. Or make a proper section for FUTURE CARD at the entrance of the mall. By that every customer get idea about FUTURE CARD.

www.retailbiz.com www.google.com www.retailyatra.com www.wikipidea.com www.timesofindia.com www.economictimes.com www.future.com www.amazon.com www.futurebazaar.com

Retail management book by CHETAN BHAGAT Book RETAILING by PATRICK M . DUNNE Retail management book by SUJA NAIR ICFAI JOURNALS. BUSINESS TODAY HARVADS JOURNALS MARKETING MANAGEMENT BY PHILIP KOTLER IT HAPPENS ONLY IN INDIA BY KISHORE BIYANI.

5)

How often do you buy apparels (clothes)?

Once a Week Once in 15 days Once a month Once every three months Once every 6 months Once a Year

6)

From where do you buy your apparels (clothes)?

Pyramid Centrals Shoppers

Mega mart

7)

How much do you normally spend on apparels (clothes) bought from shopping malls in a single shopping

Less than 500 Between 500 to 1000 Between 1000 to 2000 Between 2000 to 5000 More than 5000 Not Applicable

8)

Customers aware of FUTURE CARD Loyalty Programme in CENTRALS ?

Yes

No

11. Do you have FUTURE CARD?

Yes

No

10) Are you interested to be a pa rt of FUTURE CARD?

Yes No

To collect data for

: 200 customers.