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GROUP MEMBERS, Priyanka bapat Ketaki bhirdikar 08 711 Jayesh Desai - 08 720 Foram Doshi 08 722 Rohan Jadhav Pooja Jha - 08 729 Rasika Raina - 08 744 Mitali Sorthi 08 754 Prajakta Torvi 08 755 Punam Waghulde

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SEGMENTATION

Geographic: Pan India, 116 outlets Demographic: Caters to all ages, Sex Income group - Middle class to upper middle class Psychographics: Value for money

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TARGETING

Middle Class to upper middle class Family Big Bazaar specifically targets working women and home makers who are the primary decision makers.

POSITIONING
Shoppers stop High Lo w Lifestyle Crossroa ds Globus Akbar Allys

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Price

Big Bazaar Rang e

Apna Bazaar

High

Lo w

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DIFFERENTIATION

Bazaar experience in a mall Value for money Every Day Low Price (EDLP) Innovative promotion strategies Situated at strategic location

POINT OF PARITY

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POINT OF DIFFERENCE

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3/26/13 SEARCH, EXPERIENCE & CREDENCE QUALITIES

Search: Word of mouth, Advertising, Low priced products Experience: Crowded, True feel of bazaar (Mandi), High billing time, Lack of awareness among the employees about the products

Credence: Low cost products,

SERVICE RECOVERY

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SERVICE DESIGN

Handling all the departments Handling Logistics Customer service Service blueprint.

Service Processing at Big Bazaar Retail Stores

PHYSIC AL EVIDEN CE Exterior of the retail stores Submission Basket / Products & Product Uniforme Payment counter for Trolley display d Sales Counter Other interiors baggage Counters staff & danglers, Payment lifts, wash Slip
rooms

Purchase Exit and 3/26/13 d product products withdraw cover al bags counters

Complaint & Feedback desk / Website

CUSTOM ER

Arrives at Big bazaar retail store

Submits his baggage to the baggage counter

Gets a pulling basket / trolley

Visits various product counters

Enquires about the products not found on shelf, etc.

Selects Products for final purchase

Pays money according to the bill

Leaves with his purchases & collects his belongings from the baggage counter.

CONTACT PERSON

(Onsta ge)

Security guards

Counter staff Customer Support staffs

Customer Support Staffs

cashier

Security support staffs

(Backsta ge)

Inventory management Team (SCM)

Finance Department persons

Staff Trainers SUPPO RT PROCE SS

SAP / ERP

Security Department

CRM

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