GROUP MEMBERS, Priyanka bapat-.08 708 Ketaki bhirdikar – 08 711 Jayesh Desai - 08 720 Foram Doshi – 08 722 Rohan Jadhav-08 727 Pooja Jha - 08 729 Rasika Raina - 08 744 Mitali Sorthi – 08 754 Prajakta Torvi – 08 755 Punam Waghulde – 08 758
INTRODUCTION TO BIG BAZAAR A chain of shopping malls in India owned by Kishore Biyani’s Pantaloon Group. Big bazaar is not just another hypermarket. Provides the best products at the best price. Reflect the look and feel of Indian bazaars at their modern outlets . All over India, Big Bazaar attracts a few thousand customers on any regular day.
VISION OF FUTURE GROUP Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner.
SEGMENTATION Geographic: Pan India, 116 outlets Demographic: Caters to all ages, Sex Income group - Middle class to upper middle class Psychographics: Value for money
TARGETING Middle Class to upper middle class Family Big Bazaar specifically targets working women and home makers who are the primary decision makers.
POSITIONING Price Range Shoppers stop Lifestyle Crossroads Big Bazaar High Range Low Apna Bazaar Globus Akbar Allys High Low
DIFFERENTIATION Bazaar experience in a mall Value for money Every Day Low Price (EDLP) Innovative promotion strategies Situated at strategic location
POP POINT OF PARITY Range of products One stop shop Good quality Service
ambience – feel of bazaar POINT OF DIFFERENCE POD Logistics Value for money ambience – feel of bazaar EDLP
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, Attractive discounts
SERVICE DESIGN Handling all the departments Handling Logistics Customer service Service blueprint.
Service Processing at Big Bazaar Retail Stores Exterior of the retail stores Submission counter for baggage Basket / Trolley Products & Other interiors danglers, lifts, wash rooms Product display Counters Uniformed Sales staff Payment Counter & Payment Slip Purchased products cover bags Exit and product withdrawal counters Complaint & Feedback desk / Website PHYSICAL EVIDENCE Enquires about the products not found on shelf, etc. Arrives at Big bazaar retail store Submits his baggage to the baggage counter Gets a pulling basket / trolley Visits various product counters Selects Products for final purchase Pays money according to the bill Leaves with his purchases & collects his belongings from the baggage counter. CUSTOMER Customer Support Staffs Security guards Counter staff Customer Support staffs cashier Security support staffs (Onstage) CONTACT PERSON Inventory management Team (SCM) Finance Department persons (Backstage) Staff Trainers SAP / ERP Security Department CRM SUPPORT PROCESS
SERVICE RECOVERY