ACROPOLIS FACULTY OF MANGEMENT &

RESEARCH, INDORE
(AFFILIATED TO DEVI AHILIYA VISHWAVIDYALAYA,INDORE)

(BATCH -2020-22)

INTERNSHIP REPORT ON
“DAY TO DAY OPERATIONS IN STORE & CRM AT
BIG BAZAR,INDORE

GUIDED BY SUBMITTED BY
PROF. ANAMIKA SISODIYA VALAY SAHU
MARKETING & FINANCE
SEMESTER - MBA 3RD SEM
ROLL NO. – 32420034
ENROLL NO.- DX2008318
 DECLARATION BY THE STUDENT

I valay sahu student of MBA batch (2020-2022) declare that the project entitled “DAY TO
DAY OPERATIONS & CRM AT BIG BAZAR, INDORE ” is my own work conducted
under the supervision of Mr. Sachin Singh as a partial fulfilment of Summer Internship
Program for the course of MBA submitted to Anamika Sisodia and Acropolis Faculty of
Management and Research, Indore.
I further declare that to the best of my knowledge the project does not contain any part of any
work which has been submitted for any other project either in this institute or in any other
without proper citation.

Place: Indore
Date: 10/12/2021

Signature of the Student Signature of the Faculty Mentor

VALAY SAHU
MBA- 3RD SEM
SPECIALIZATION –MARKETING AND FINANCE
ROLL NO. -32420034
ENROLLMENT NO.- DX2008318
CERTIFICATE FROM THE COMPANY
 ACKNOWLEDGEMENT

I would like to extend my sincere and heartfelt obligation towards all the personages who have
helped me in this endeavour without their active guidance, help, cooperation and encouragement.
I would not have made headway in the project. I am extremely thankful and pay guidance and
encouragement to my faculty guide Prof Anamika Sisodia for his valuable guidance and
support on completion of this report. I extend my gratitude to our director Dr. Manish Mittal
and acropolis faculty of management and Research for giving me this opportunity.

…………………………………………………….
VALAY SAHU

MBA- 3RD SEM

SPECIALIZATION –MARKETING

AND FINANCE

ROLL NO. -32420034

ENROLLMENT NO.- DX2008318

4
 CONTENTS

S. No. Chapters Page No.

1. Chapter 1: About the Industry / Sector 6-10

2. Chapter 2: About the Organisation: 11-21

1. History of the Organisation and Objective
2. Organisation Structure
3. Chapter 3: Departmental Description: 22-28
1. Finance Department
2. Personnel Department or HR Department
3. Production / Operations
4. Marketing Department
5. Other Department

4. Chapter 4: Strengths and Weakness of the Organisation: 29

1. Strength of the Organisation
2. Weakness of the Organisation
5. Chapter 5: Learning and Weekly overview of Internship 30-38
activities:
1. Learning from Internship
2. Weekly overview
6. Chapter 6: Conclusion and Suggestion 39-40

Appendices and References

5
 CHAPTER – 1

ABOUT THE INDUSTRY / SECTOR

Retail is India‘s largest industry, accounting for over 10 percent of the country‘s GDP and
around 8 percent of the employment. Retail industry in India is at the crossroads. It has emerged
as one of the most dynamic and fast paced industries with several players entering the market.
But because of the heavy initial investments required, break even is difficult to achieve and many
of these players have not tasted success so far. However the future is promising; the market is
growing, government policies are becoming more favourable and emerging technologies are
facilitating operations. Retailing in India is gradually inching its way toward becoming the next
boom industry. The whole concept of shopping has altered in terms of format and consumer
buying behaviour, ushering in a revolution in shopping in India. Modern retail has entered India
as seen in sprawling shopping centres, multi-storeyed malls and huge complexes offer shopping,

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entertainment and food all under one roof. The Indian retailing sector is at an inflexion point
where the growth of organized retailing and growth in the consumption by the Indian population
is going to take a higher growth trajectory. The Indian population is witnessing a significant
change in its demographics. A large young working population with average age of 24 years,
nuclear families in urban areas, along with increasing working-women population and emerging
opportunities in the services sector are going to be the key growth drivers of the organized retail
sector in India. Some Key Facts: • Retail is India‘s largest industry accounting for over 10
percent of the country‘s GDP and around 8 percent of the employment •

Definition:
Retail refers to the activity of selling goods or services directly to consumers or end-users. Some
retailers may sell to business customers, and such sales are termed non-retail activity. In some
jurisdictions or regions, legal definitions of retail specify that at least 80 percent of sales activity
must be to end-users.

Some retailers badge their stores as "wholesale outlets" offering "wholesale prices." While this
practice may encourage consumers to imagine that they have access to lower prices, while being
prepared to trade-off reduced prices for cramped in-store environments, in a strictly legal sense, a
store that sells the majority of its merchandise direct to consumers, is defined as a retailer rather
than a wholesaler. Different jurisdictions set parameters for the ratio of consumer to business
sales that define a retail business.

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Retail Strategy:
The distinction between "strategic" and "managerial" decision-making is commonly used to
distinguish "two phases having different goals and based on different conceptual tools. Strategic
planning concerns the choice of policies aiming at improving the competitive position of the
firm, taking account of challenges and opportunities proposed by the competitive environment.
On the other hand, managerial decision-making is focused on the implementation of specific
targets."

The strategic retail analysis typically includes following elements:

• Market analysis – Market size, stage of market, market competitiveness, market

attractiveness, market trends
• Customer analysis – Market segmentation, demographic, geographic and psychographic
profile, values and attitudes, shopping habits, brand preferences, analysis of needs and wants,
media habits
• Internal analysis – Other capabilities e.g. human resource capability, technological
capability, financial capability, ability to generate scale economies or economies of scope,
trade relations, reputation, positioning, past performance

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• Competition analysis – Availability of substitutes, competitor's strengths and weaknesses,
perceptual mapping, competitive trends
• Review of product mix – :: Sales per square foot, stock-turnover rates, profitability per
product line
• Review of distribution channels – Lead-times between placing order and delivery, cost of
distribution, cost efficiency of intermediaries

• Evaluation of the economics of the strategy – Cost-benefit analysis of planned activities

At the conclusion of the retail analysis, retail marketers should have a clear idea of which groups
of customers are to be the target of marketing activities. Not all elements are, however, equal,
often with demographics, shopping motivations, and spending directing consumer
activities.] Retail research studies suggest that there is a strong relationship between a store's
positioning and the socio-economic status of customers. In addition, the retail strategy, including
service quality, has a significant and positive association with customer loyalty. A marketing
strategy effectively outlines all key aspects of firms' targeted audience, demographics,
preferences. In a highly competitive market, the retail strategy sets up long-term sustainability. It
focuses on customer relationships, stressing the importance of added value, customer satisfaction
and highlights how the store's market positioning appeals to targeted groups of customers

Challenges:
To achieve and maintain a foothold in an existing market, a prospective retail establishment
must overcome the following hurdles:

• regulatory barriers including:

o restrictions on real-estate purchases, especially as imposed by local governments and
• absence of developed supply-chain and integrated IT management
• high competitiveness among existing market participants and resulting low profit margins,
caused in part by:
o constant advances in product design resulting in constant threat of product obsolescence
and price declines for existing inventory
• lack of a properly-educated and/or -trained work-force, often including management, caused
in part by loss in business.

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 o lack of educational infrastructure enabling prospective market entrants to respond to the
above challenges
• direct e-tailing (for example, through the Internet) and direct delivery to consumers from
manufacturers and suppliers, cutting out any retail middle man.

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 CHAPTER – 2
ABOUT THE ORGANISATION

Future Group Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of
India‘s leading business houses with multiple businesses spanning across the consumption space.
While retail forms the core business activity of Future Group, group subsidiaries are present in
consumer finance, capital, insurance, leisure and entertainment, brand development, retail real
estate development, retail media and logistics. Led by its flagship enterprise, Pantaloon Retail,
the group operates over 12 million square feet of retail space in 71 cities and towns and 65 rural
locations across India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around
35,000 people and is listed on the Indian stock exchanges. The company follows a multi-format
retail strategy that captures almost the entire consumption basket of Indian customers. In the
lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of
seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket format that
combines the look, touch and feel of Indian bazaars with the choice and convenience of modern

retail .
Future Group is a corporate group and nearly all of its businesses are managed through its
various operating companies based on the target sectors. For example, retail
supermarket/hypermarket chains Big Bazaar, FBB, Food Bazaar, Food Hall, Hometown, etc. are
operated by its retail division, Future Retail Limited, while its fashion and clothing outlets Brand
Factory, Central, and Planet Sports are operated via another of its subsidiaries, Future Lifestyle
Fashions Limited. Furniture is retailed through Hometown stores in major cities and online. With

11
these many fashion outlets and supermarkets, the group also promotes its fashion and sports
brands like Indigo Nation, Spalding, Lombard, Bare, etc., and FMCGs like Tasty Treat, Fresh &
Pure, Clean Mate, Ektaa, Premium Harvest, Sach, etc. It also has operating companies to cater
specifically to internal financial matters and consulting within its group of companies.

Big Bazaar is an Indian retail chain of hypermarkets, discount department stores, and grocery
stores. The retail chain was founded by Kishore Biyani under his parent organisation Future
Group, which is known for having a significant prominence in Indian retail and fashion sectors.
Big Bazaar is also the parent chain of Food Bazaar, Fashion at Big Bazaar and e Zone where at
locations it houses all under one roof, while it is sister chain of retail outlets like Brand Factory,
Home Town, Central, e Zone, etc.

Founded in 2001, Big Bazaar is one of the oldest and largest hypermarket chains of India,
housing about 250+ stores in over 120 cities and towns across the country.

Big Bazaar, our flagship chain is regularly ranked among the most trusted retail brands in the
country. Our small store neighbourhood retail chains, EasyDay and Heritage Fresh operates
closer home to customers and offers member-customers a range of services.

India‘s national retailer went a step ahead with operating 292 stores in 144 cities and towns in 28
states across the country. By the end of the financial year, Big Bazaar stores across the country
had attracted 244 million footfalls and once again winning the plaudit of the most trusted retail
brand in the country. New stores came up in far-flung cities - from Jalpaiguri in West Bengal and
Dibrugarh in the Assam to one‘s within the heart of the country - Ramgarh in Jharkhand or

12
Korba in Chattisgarh. New stores were also added in cities like Pune (seventh store),
Bhubaneswar (sixth store) and Nagpur (sixth store). Innovative customer service initiatives, next
generation layouts and store design, and a wider assortment of fresh food and services mark
every Big Bazaar GenNxt stores in key urban centers. GenNxt store was launched in Hyderabad.
New digital initiatives included a large collection of video recipes on YouTube channel, Cook
Along and Smart Search on Google that provides exclusive offers and prices for products.

HISTORY:
Big Bazaar was founded in 2001 by Kishore Biyani, the founder and chief executive
officer (CEO) of the parent company, the Future Group. The former captain of Indian
cricket team, Mahendra Singh Dhoni have previously endorsed for the fashion vertical of
Big Bazaar.

India‘s Fashion Hub Over the years, Fbb has emerged as a popular fashion destination for
young consumers and families. Every Big Bazaar store features a large Fbb section that
offers garments across every category. Almost every garment sold at Fbb is a Future
Group owned brand like Knighthood, DJ&C, Bare, Buffalo in menswear, shyla and
Srishti in womenwear, Pink & Blue in kidswear, or exclusive licensee brands like Lee
Cooper Original or Converse. Popular music icon, Diljit Dosanjh joined Bollywood
Katrina Kaif and Varun Dhawan as celebrity endorsees for fbb. The brand‘s association
with Fbb Miss India pageant now helps the brand connect with customers in every state
and small cities and towns across India. A number of new initiatives were taken to keep
the brand fresh and relevant to customers. From introducing Shikari Shambhu T-shirts
and assorted merchandise featuring comics from Tinkle and Amar Chitra Katha to
organising the first fashion show at Mumbai‘s iconic T2 airport terminal. In Kolkata, the
brand launched a Glam Tram - an iconic tram transformed into a fashion store on wheels.

13
The tram that went touring the city for 45 days around the Durga Pujo season featured
fbb‘s festive collection. fbb enjoys a strong online presence through its own ecommerce
portal, fbb online.in and various social and digital channels. Fbb online. in created new
properties like Midnight Sale and Watch Now, Buy Now - a shopping enabled live online
fashion show that garnered a very encouraging response from customers.

DETAIL OF COMPANY

Big Bazaar logo

Type Private

Industry Retail

2001; 18 years ago

Founded

Founder Kishore Biyani

Headquarters Mumbai, Maharashtra, India

Number of 295 stores nationwide (August 25, 2019)[1]

locations

Area served India

Key people Sarvesh Shivnath Shukla (Founder)

Sadashiv Nayak (President & CEO)[2]
Umashankar Shukla (Director)

Products Electronics

14
 Movies and music
Home and furniture
Home improvement
Clothing
Footwear
Jewellery
Toys
Health and beauty
Pet supplies
Sporting goods and fitness
Auto
Photo finishing
Craft supplies
Party supplies
Grocery

Services Future Pay

Parent Future Group

Website bigbazaar.com

VISION MISSION

Future Group shall deliver * Creating retail reality.

everything, everywhere & every *We shall infuse Indian brands with confidence and
time for every customer in the renewed ambition.
most profitable manner”
*We share the vision &believe that our customers
&stakeholders shall be served only by creating and
executing quality.

15
ORGANISATIONAL STRUCTURE

16
 OVERVIEW OF ORGANISATION

Mission/Vision - Rewrite Rules, Retain Values – this simple idea has been at the core of our
business since the inception of Future Group. Today, a wide portfolio of brands in food, FMCG
and fashion, complement the country‘s pioneering modern retail networks.

Owners / Stakeholders -More than 600 million customer visits are recorded across the 2,000
Future Group retail stores, covering over 24 million square feet of space in over 400 cities
and towns. Millions more interact with group‘s brands and businesses through ecommerce sites,
social media and mobile apps like FuturePay and EasyDay Club.

Future Group‘s food value chain operates with its nation-wide network, reaching the smallest
towns and cities with its sourcing and manufacturing units, and integrated distribution systems.
Tasty Treat, Golden Harvest, Karmiq, Kara, Sunkist, ThinkSkin, Mother Earth, Kosh, Nilgiris
are among the leading brands from the Future Group.

In fashion, our manufacturing facilities produce garments designed and sourced by a talented
team of trend-spotters, designers and merchandizers. Brands like Lee Cooper, John Miller,
CoverStory, Indigo Nation, Scullers, Knighthood, DJ&C, Bare, UMM, and Ancestry are some of
our key brands.

The flagship retail brand Big Bazaar is ranked among the most valuable Indian brands
(Interbrand), and among the most trusted brands (Nielsen). Leading department store network,
Central, smart prices retailer, Brand Factory, and popular fashion destination FBB are also a part
of the group, along with a growing chain of small neighbourhood stores, EasyDay and Heritage
Fresh, and convenience stores WH Smith and 7-Eleve

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 7P‟s of BIG BAZAR

Marketing Mix

PRODUCT PRICING PLACE

❑ Varieties of Products ❑ Value Pricing (EDLP) ❑ Hyper markets
❑ Brands ❑ Promotional Pricing ❑ Express Format
❑ In house Brand ❑ Differentiated Pricing ❑ Super center

PROMOTION PEOPLE PROCESS PHYSICAL EVIDENCE

❑ Promotional ❑ Purchase ❑ Different departments
❑ Staff
Schemes ❑ Multiple Counters ❑ Displays
❑ Employee Appearance
❑ Offers and Discount ❑ Delivery free ❑ U shaped

1) Product-

Big Bazaar offers a wide range of products which range from apparels, food, farm products,
furniture , child care, toys, etc of various brands like Levis, AllenSolly , Pepsi, Coca-
Cola, HUL, ITC, P&G, LG, Samsung, Nokia , HP etc.

Big Bazaar also promotes a number of in house brands like:

• DJ & C
• Tasty Treat
• Clean Mate
• Sensei
• Care Mate
• Koryo and 44 other brands.

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2) Place-

The Big Bazaar stores are operational across three formats — hypermarkets spread over 40,000-
45,000 sq ft, the Express format over 15,000-20,000 sq ft and the Super Centers set up over 1
lakh sq ft. Currently Big Bazaar operates in over 34 cities and towns across India with 116
stores. Apart from the Metros these stores are also doing well in the tier II cities. These stores are
normally located in high traffic areas. Big Bazaar aims at starting stores in developing areas to
take an early advantage before the real estate value booms. Mr. Biyani is planning to invest
around Rs 350 crore over the next one year expansion of Big Bazaar. In order to gain
a competitive advantage Big Bazaar has also launched a website www.futurebazaar.com, which
helps customers to orders products online which will be delivered to their doorstep. This helps in
saving a lot of time of its customers.

3) Pricing-

The pricing objective at Big Bazaar is to get ―Maximum Market Share‖. Pricing at Big Bazaar is
based on the following techniques:

• Value Pricing (EDLP – Every Day Low pricing): Big Bazaar promises consumers the
lowest available price without coupon clipping, waiting for discount promotions, or
comparison shopping.
• Promotional Pricing: Big Bazaar offers financing at low interest rate. The concept of
psychological discounting (Rs. 99, Rs. 49, etc.) is also used to attract customers. Big
Bazaar also caters on Special Event Pricing (Close to Diwali, Gudi Padva, and Durga
Pooja).
• Differentiated Pricing: Differentiated pricing i.e. difference in rate based on peak and
non-peak hours or days of shopping is also a pricing technique used in Indian retail, which
is aggressively used by Big Bazaar. e.g. Wednesday Bazaar

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 • Bundling: It refers to selling combo-packs and offering discount to customers. The
combo-packs add value to customer and lead to increased sales. Big Bazaar lays a lot of
importance on bundling.e.g. 3 Good Day family packs at Rs 60(Price of 1 pack = Rs 22)5kg oil +
5kg rice + 5kg sugar for Rs 599

4) Process-

Big Bazaar places a lot of importance on the process right from the purchase to the delivery
of goods. When customers enter the stores they can add the products they which to purchase in
their trolley from the racks. There are multiple counters where bill can be generated for
purchases made. Big Bazaar also provides delivery of products over purchases of Rs. 1000.

5) Promotion:
The various promotion schemes used at Big Bazaar include:

• ―Saal ke sabse saste 3 din‖

• Hafte ka sabse sasta din ―Wednesday bazaar‖
• Exchange Offers ―
Junk swap offer‖
• Future card(3% discount)
• Shakti card
• Advertisement (print ad, TV ad, radio)
• Brand endorsement by M.S Dhoni and Asin

Big Bazaar has come up with 3 catchy lines written on hoardings taking on biggies
like Westside, Shoppers stop and Lifestyle. They are:

• ―
Keep West- a Side. Make a smart choice!‖
• ―
Shoppers! Stop. Make a smart choice!‖
• ―
Change your Lifestyle. Make a smart choice!‖

6) People:

• Well trained staff at stores to help people with their purchases

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 • Employ close to 10,000 people and employ around 500 more per month.
• Well-dressed staff improves the overall appearance of store.
• Use scenario planning as a tool for quick decision making multiple counters for payment,
staff at store to keep baggage and security guards at every gate, makes for a customer-
friendly atmosphere.

7) Physical Evidence:
Products in Big Bazaar are properly stacked in appropriate racks. There are different departments
in the store which display similar kind of products. Throughout the store there are boards/written
displays put up which help in identifying the location of a product. Moreover boards are put up
above the products which give information about the products, its price and offers. Big Bazaar
stores are normally ‗U shaped‘ and well planned & designed

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 CHAPTER – 3

DEPARTMENTAL DESCRIPTION

Finance Dpt HR Dpt

Operations Dpt Other Dpt

1) FINANCE DEPARTEMENT:

Finance is a term for matters regarding the management, creation, and study
of money and investments. Specifically, it deals with the questions of how an
individual, company or government acquires money – called capital in the context of a
business – and how they spend or invest that money. Finance is then often split into the
following major categories: personal finance, corporate finance, and public finance.

Finance is the life-blood of any Business. The south zone head office located at Jayanagar,
performs most of the financial functions and therefore the finance department of Big Bazar,

22
Banashankri performs a few basic functions, such as preparing the stores Income and
Expenditure statements giving full particulars of all items.

It also prepares the budget for expenditure at various levels of different items.

This department is also responsible for deciding and giving the weekly, monthly and yearly sales
target and the margins for all the departments separately.

2) HUMAN RESOURCE DEPARTMENT:

Human resources is the set of people who make up the workforce of an organization, business
sector, industry, or economy. A narrower concept is human capital, the knowledge and skills
which the individuals command. Similar terms include manpower, labor, personnel, associates or
simply: people.

The human-resources department (HR department) of an organization performs human resource

management, overseeing various aspects of employment, such as compliance with labor law and
employment standards, interviewing, administration of employee benefits, organizing of
employee files with the required documents for future reference, and some aspects
of recruitment (also known as talent acquisition) and employee off boarding. They serve as the
link between an organization's management and its employees.

The HR department of Big Bazaar is very dynamic. Employees are the biggest strength and asset
of any organization and the HR department realizes this very well. This is very evident from the
way the HR department handles all its employees. They take utmost care to select, train,
motivate and retain all the employees.

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 ▪ SOURCES OF RECRUITEMENT:

RECRUITMENT PROCESS

Consultancy Services Walk ins

Employee Referrals Campus Recruitment

A) CONSULTANCY SERVICES:

For top level management ,employees are recruited through private consultant .They are usually
appointed as departmental managers .

Management consultants, in particular, typically work with company executives and provide
them with generalists and industry-specific specialists, known as subject-matter experts, usually
trained in management or in business schools. The deliverable of a management consultant is
usually recommendations for achieving a company objective, leading to a company project.

B) WALK-INS:

Walk In is defined as a condition wherein a person (who may be a customer, a new employee, a
prospective employee who has come for an interview etc) reaches the respective office or place
without any prior appointment.

A lot of companies these days entertain walk-in interviews where candidates can simply reach
the office, and get interviewed by the employer on a specified date and time. Walk-in interviews
give opportunities to a lot of people to apply and get interviewed. It also saves the company time,
when they are in urgent need of conducting a process with many people.

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This is the main source through which Big Bazaar recruits its employees. People seeking job
usually themselves approach the HR department for job / training vacancy.

C) EMPLOYEE REFERRALS:

Employee referral is an internal method for finding job candidates.

By definition, employee referral is a structured program that companies and organizations use to
find talented people by asking their existing employees to recommend candidates from their
existing networks. The way we recruit has changed. Compared to just a few years ago,
candidates now have far more power during the job search.

D) CAMPUS RECRUITEMENT:

Young people bring new ideas and fresh enthusiasm . Therefore Big Bazaar visits some reputed
institutions to hire some of the most talented and promising students as its employees .

▪ MY SOURCE OF RECRUITEMENT: “OFF CAMPUS”!

I approached the HR manager Mr Sachin by my own sources. Hereby he called for the
selection procedure which contained a MCQ test (Aptitude,Reasoning, General
Awareness and Literature), Group Discussion round and then at last a Personal
Interview. I cleared all the rounds and got selected.

3) OPERATIONS DEPARTMENT:

The objective of the study is to analyse how the stock moves from vendor to customer in a
organised retail format. It also includes understanding of the ware house management of
big bazaar.

INVENTORY MANAGEMENT

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 • Stock of goods which is held for the purpose of future production or sales.
• Forms- Raw Materials
Partly finished goods
Finished goods
Spare parts etc.
• Objective :
Minimize the total (actual or expected) cost or to maximize (actual or expected) profit.
• Variables :
The Controlled variables
The uncontrolled variables

Need of Inventory Management:

• Meet variation in Production Demand
• Cater to Cyclical and Seasonal Demand
• Take advantage of Price Increase and Quantity Discounts
• To decrease the setup and shortage costs.
• To meet demand on time to earn goodwill.
• For smooth running of the business.

MANAGEMENT OF STOCKS ON THE FLOOR :

• The stocks entered into the floor can only come out with a customer unless damage or
defective.
• The stock management on the floor depends on the foot fall of customers.
• The stock management on the floor are analyzed by the department manager.
• The concerned DM request for the replenishment when the sales are high.
• The request are received by the warehouse team and accordingly replenishment
happens.

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4) OTHER DEPARTMENTS:

➢ SALES DEPARTMENT:

This department is responsible for the collection of sales amount i.e., cash sales. There are in all
25 cash counters in the Store. There is a Head Cashier to whom all the cahiers report and submit
the total sales amount collected throughout the day by the cashiers. In addition to cash all leading
credit and debit cards are accepted at no extra charge. Also Big Bazaar vouchers and Sodexho
coupons are also accepted. A cashier at the time of opening his billing counter will be given an
opening balance of Rs.1000. The cashier has to ensure that all the offers applicable on respective
products are given to the customer in his/ her bill. Also if any free items are given on some
purchases, it should be informed to the customer clearly. After the billing is done, the cashier has
to pack the products neatly in a plastic cover according to the customer‘s needs. At the time of
closing the billing counter, the cashier has to give a statement of cash, with all particulars of
different denominations of cash, amount collected through credit cards, amount collected in debit
cards, amount collected in Sodexho coupons & Big Bazaar vouchers and also amount collected
through Credit Notes. Wednesday Bazaar is a very important and popular event in Big Bazaar.
Every Wednesday fabulous offers and great discounts are given on most of the product

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 ➢ CUSTOMER SERVICE DESK (CSD):

As the name suggests this is the separate dept which mainly focuses on customer service like if a
customer finds difficulty in finding any product, if there are any customer complaints, they are
also looked into, any customer assistance etc. is also provided. There is also an Exchange
Counter where if a customer is dissatisfied or wants to exchange the product he/ she has
purchased for any reason , the customers can exchange them within 7 days of their purchase.
When a customer brings a product for exchange, the product is first received and checked if it is
used or deliberately damaged or tampered with. If it is in an acceptable condition, then the
customer is issued a Credit Note for that amount (product‘s price). The customer can then
purchase any product for that amount or just take back the money by encashing the credit note at
a cash counter. If the customer buys a product less than the amount in the credit note, the
difference amount will be returned to the customer and on the other hand if a customer buys a
product more than the amount in the credit note, the customer will be asked to pay the difference
amount. This department is also responsible for announcing all the offers running in the store on
different products throughout the day. This dept also does gift wrapping for any product if the
customer wants it at free of cost .The dept also collects customers‘ opinion / feedback for
continuous improvement in their service. The ultimate aim of this department is to help and
satisfy the customer in every possible manner and makes the customers‘ experience memorable.

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 CHAPTER – 4

STRENGTHS AND WEAKNESS OF THE ORGANISATION

STRENGTHS WEAKNESS

High brand equity enjoyed by Big

Bazaar Unable to meet store

State of the art infrastructure opening targets on time

A vast variety of stuff available under Falling revenue per sq ft

one roof General perception: ‗Low price =

Everyday low prices, which attract Low quality‘

customers Overcrowded during offers

Maximum percent of footfalls Long lines at billing counters which
converted in sales are time consuming
Huge investment capacity Limited only to value offering low
Biggest value retail chain in India price products. A no of branded

It offers a family shopping experience, products are still missing from Big
where entire family can visit together. Bazaar‘s line of products. E.g.
Available facilities such as online Jockey,etc
booking and delivery of goods Big Bazaar is not known globally

Very affordable for middle class hence restricted to Indian market

people. only.

It offers quality and convenience No different game plan according to

Wide range of Products and servives divergent people, their lifestyles,
offering. their tastes and budgets in India.

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 CHAPTER – 5

LEARNING AND WEEKLY OVERVIEW OF INTERNSHIP ACTIVITIES

5.1 LEARNING FROM INTERNSHIP:

1. During this internship, I learned about consumer behaviour, customer service, and the
operations of BIG BAZAAR. I learned how the big bazaar attracts customers by offering
special deals and schemes, and the best part is how to satisfy your customers.
2. I approached various customers to sell Big Bazaar profit club cards and electronic
gift vouchers, which taught me how to deal with customers and persuade them to
buy.
3. I learned how the company uses its pricing strategy in the market to promote its brand on
social media, as well as how the company can increase sales in the lockdown era and
what challenges the company and its customers face.
4. I learned how to keep patience and coming out of comfort zone, punctuality and customer
centric approach. I learned thinking of the next step and proactive approach while
handling customer queries.

5. There is also learning in the store to make a good communication with the customer can
make your product sold , the main aim of every store is to sell more and more products so
what we learned if you have a good communication then only you are able to sell the
more product and you can become the good seller and the marketing manager too.
6. I learn there to solve the customer problems online and offline too.
7. In the Big Days there is lot of rush in the store where too many customer come with their
problems where they ask for products and variety of products also so we learn to manage
the customer in critical situations.

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SHOP FOR 3000 & GET THS 3 ITMES FREE

5KG AASHIRVAAD AATA

1 KG DAWAT RICE

1 KG TUAR DAL

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 5.2 WEEKLY OVERVIEW:

Day Date Work Performed

The manager gave brief introduction about the store and

department and Training session by HR.
Monday 02/08/2021
1st Week

Pitching to customers about the Profit Club

membership card in the Store.
Tuesday 03/08/2021

Again did the Pitching to customers about the Profit

Club membership card in the store.
Wednesday 04/08/2021

05/08/21 Day-Off.
ThrusDay

Did Telephonic converstion regarding the Profit Club

membership card to the Customers.
06/08/21 Converted the BBPC card leads into actual customers
Friday by collecting deposits

Converted the BBPC card leads into actual customers

by collecting deposits.
07/08/21
Saturday

(Signature)

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 Day Date Work Performed

Floor Walk and Customer issue handling all over

Sunday the store.
08/08/2021

Brief meeting with the Store Manager Mr. Pawan

Jadwanshi Sir and Department allocation by him.
Monday
09/08/2021 (I got the Footwear section in the FBB {Fashion
Big Bazar} Department)

Briefing with the Department manager of FBB Mr.

Tuesday 1008/2021 Rohit Gome Sir and Footwear section Team
2nd Week

Leader Mr. Raman Sir.

Learnings about the Zonal office, Pricing, Brands

Wednesday 11/08/2021 and Offers of the Footwear Section.

Day - Off
Thrusday 12/08/2021

Gave the information about Offers and Discounts

Friday 13/08/2021 to Customers.

Saturday 14/08/2021 Customer- Handling.

(Signature)

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 Day Date Work Performed

Sunday 15/08/2021 Perfomed the same work in Footwear section.

Monday

16/08/2021 Perfomed the same work in Footwear section.

Tuesday
17/08/2021 Perfomed the same work in Footwear section.
3rd Week

Wednesday 18/08/2021 Transferred to Clothing Section.

Thrusday 19/08/2021 Day - Off

Friday 20/08/2021
Racks Management

Saturday 21/08/2021 Customer grievance handling

(Signature)

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 Day Date Work Performed

Another meeting with the Store Manager. He

assigned target of Apps downloading with the
Sunday 22/08/2021
daily work.

One-to-One interaction with the customers

regarding Future Pay and Big Bazaar apps
Monday 23/08/2021
downloading.

Tuesday 23/08/2021 Performed same work.

The Department manager Mr. Ashok Patle

4th Week

assigned me a department that was CSD

Wednesday 24/08/2021
(Customer Seva Desk).

Thrusday 25/08/2021 I observed all the activities of CSD- their

Return Policy, Credit – Note and how to deal
with Customers.
I observed all the activities of CSD- their
Return Policy, Credit – Note and how to deal
Friday 26/08/2021
with Customers.

Observation about their Billing Payment

methods such as Cash payment, Card
Saturday 27/08/2021
payment and Future Pay Wallet.

(Signature)

35
 Day Date Work Performed

Now I observed how the cashier deals

with Customers and how they explain
Sunday 28/08/2021
offers to them.
5th week

Another meeting with the Store manager

regarding Maha Bachat Sale and
29/08/2021
Introduction about EGV (Electronic Gift
Monday
Vouchers).

Target based EGV selling to the

Customers in the store.
Tuesday 30/08/2021

(Signature)

36
APPERICIATION
 CHAPTER – 6

CONCLUSION AND SUGGESTION

CONCLUSION:

The Big Bazaar is well known for having significant promises and fashion sectors in Indian
retail. It is also the parent chain of e-zone, food bazaar and fashion at Big Bazaar. It is one of the
largest and oldest hypermarkets chains of India. Now it has more than 250 stores over 120 cities
across India. The major aim of Big Bazaar was to promote the selling of large bazaar, foe
establishment of the company and promote its place in retailing industry. They perceive selling
scheme that influence client or customer to buy products in a very less price. They want to fulfil
every Indian needs and it has succeeded to maintain the uniqueness of marketing schemes as
well as in pulling clients.
The project specific analysis and the survey findings helped us to meet our project objective of
finding the accurate motivation factor, primarily price discounts and quantity of merchandise
thereby offering a great value for money for customers to visit Big Bazaar during the sale period
and purchase merchandise and hence increasing the overall profitability of the store

The survey findings indicate that Big Bazaar is regarded as one of the ‗most preferred store‘ for
shopping also summarizing the customers‘ loyalty towards the store outlet throughout the year.

SUGGESTIONS:

Following points can be considered as some of the suggestions from my observation:-

1. The Promotional activities should be increased.

2. Education level criteria of employees should be increased for better image.

3. More efforts should be paid to Customer Grievance Handling.

4. There should be major changes done in Home Delivery System.

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 APPENDICES AND REFERENCES:

https://www.futureretail.in/businesses/big-bazaar.html
https://www.instagram.com/big.bazaar/?hl=en

https://www.facebook.com/BigBazaar/

https://www.linkedin.com/company/big-bazaar---future-

retail/?originalSubdomain=in

CONTACT INFORMATION:

Mr. Pawan Jadwanshi

Store Manager
[email protected]

M: 95400-60831

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