EXTERNAL SKILL VIVA

ON
Goods Delivery & Receipt Documentation & Transportation-NSQF-1
Stock Checking-NSQF-1
Retail Selling Skills- NSQF-3
BY
Group-16
1.) Maunekaa :121317090017
2.) SreeDurga :121317090018
3.) Likitha :121317090019
Semester-1, October2017

Submitted To
The department of B.voc[RM&IT]
St.francis college for women
Begumpet,Hyderabad
Batch -2017-20
 ATTENDANCE SHEET

Name 28th 30th 6thseptember 15th 26th 4th

august august september september October

Mauneeka A P P P P P

Sreedurga P P P P P P

Likitha P P P P A P
 Name of the subject Name of the store taken for the
study

1.) Goods Delivery & Receipt

Documentation &
Transportation- NSQF-1

NALLI SAREES,
2.) Stock Checking- NSQF-1 S.P ROAD,
BEGUMPET

3.) Retail Selling Skills- NSQF-3

 ACKNOWLEDGEMENT

We would like to express our heartfelt gratitude to our organization

St.franciscollege for women for providing us this opportunity.we also convey our
sincere gratitude to our department Bachelor of vocational course[RM&IT] and
our head of the department Dr.subi Varghese.
We take this opportunity to extend our profound thanks and deep sense of
gratitude to the authority of Nalli silk sarees ++for giving us the opportunity to
undertake this research work in their esteemed organization.
We are very much thankful to our store manager Mr.sudheer for his valuable
guidance, keen interest, co-operation, unstinted support and encouragement at
various stages of our research work.
 INDEX

S.no Particulars Page no.

1. Store overview and profile of the mentor

2. Objectives of the study

3. Goods delivery and receipt documentation

4. Stock checking

5. Retail selling skills

6. Suggestions

7. Summary and conclusion

 1.Store overview
&
Profile of the mentor

1.1Company overview
S.no Contents particulars

1 Name of the Nalli silk sarees

store
2 Year of 1928
establishment

3 Founder: Nallichinasamychetti
CEO: Nallikuppusamychetti

4 Categories women

5 Tagline “Shop till you drop and then shop some more”

6 Logo

7 Locations in Chennai,Newdelhi,Mumbai,banglore,Hyderabad,
india Kolkata,coimbature,Madurai,thiruchunapalli,
kanchepuram
8 Area of the store Sardar Patel road ,Begumpet, Hyderabad, Telangana, India-
500016

9 Area served INDIA, USA, SINGAPORE

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 1.2 STORE OVERVIEW

Nalli silk sarees, begumpet was established in 2003 at sardarpatel road with G+1
building with an area of 15000sqft(including 2 floors).60 employees are working
in the store. The ambience of the store was beautiful and the store was spruced
allover with sarees which were alluring the eyes. The store was partitioned into
two different sections: the ground floor had all traditional and formal sarees which
stretch from Rs.3000 and above, whereas the first floor consisted of informal wear
comprising sarees below Rs.3000. The store is prominent for different types of
sarees like heritage sarees from Kanchipuram, pochampalli, banaras, kota,
Coimbatore etc and sarees made of different fabrics like silk and cotton sarees. The
store is immaculate and the sarees are assembled neatly in different sections. The
staff of the store are cordial and cooperative. The store has ample amount of
parking space. The store timings are from 9:30 am to 9 pm.

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 1.3 PROFILE OF THE MENTOR

STORE MANAGER – SUDHEER

Eventhough did not take up higher studies but my self-confidence, determination
made me as a store manager said by sudheer.He started his work as a sales person
and now he is working as a manager.He completed his intermediate in chitoor
district and due to the financial problem he didn’t go to the further studies and he
joined as a sales person in Chennai at nallichinasamysetti,he worked in Chennai for
5 years and he sent to begumpetbranch,Hyderabad by seeing his contribution
towards work by promoting further post. He has 23 years of experience. He is a
cricket captain from chittor district and didn’t go further in that field due to lack of
encouragement.As a manager his contribution towards the store is unpredictable.
Some of his plans were-target the customers and the customers should not go back
with empty hands, he want to make the customers satisfied and fulfill their
requirements.He trusts only on the quality. He believes in skill of a sales person
but not in educational qualification.

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 2.Objectives of the Study

 To get an overview of nalli silk sarees store.

 To get an inside view of the backend of nalli store
 To understand the process of goods delivery and receipt
documentation at nalli stores.
 To describe the stock checking process at nalli stores.
 To analyse the retail selling skills adapted at nalli store.
 To investigate the customers behaviour in this dynamic
environment.
 To discuss the implications of customer expectations and made
recommendations to their business

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 3.Goods delivery and receipt documentation:

Goods delivery is defined as a voluntary transfer of possession from one person

to another from a source location to predefined destination.
Receipt documentation is intended for people who will receive stock in a retail
outlet. It refers to the persons who are able to receive stock in a retail
organization, implement security procedures to prevent shrinkage and to enhance
the efficiency of the retail outlet.
Transportation is defined as the process of shipping or moving an item from
point A to B. The devices used to move an item from one location to another
include Air planes, trains, automobiles and other two-wheel devices such as
motor cycles. Transportation consumes time, financial, and environmental
resources
Question-1: Explain the process of maintaining the goods in the backend?
Research analysis: Nalli sarees maintain their goods on the backend on the basis of
the prominancy or popularity of the product. In their store pochampalli and silk
sarees are mostly appealed by the customers so they always try to back up the
pochampalli and silk sarees and place them easily reachable places of the backend
so it can be easily removed from the backend whenever the stock in the shelves is
completed. Here they fillup the backend for every 15 days as in when the stock is
completed by ordering new stock. As the sales go on their backend will be filling
up regularly.
Refer: Annexure-2.1

Question-2: Is their any systematic order for segregating the goods into different
sections?
Research analysis: Nalli sarees segregate the goods into different sections on basis
of demand of the product. Nalli sarees is famous for bridal and traditional
kanjeevaram sarees. They are also famous for silk sarees, banaras, dharmavaram,
pochampalli and many more.

Question-3: How do you maintain the records of receipt of the delivered goods and
the process will be regularly noted?
Research analysis : Nalli sarees order the goods from the weavers who make good
quality sarees at lesser prices. The goods/stock at nalli sarees is bought from
different weavers across India from places like varanasi, Jaipur, coimbattore,

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Chennai. Nalli sarees get their goods from their weavers through a common
transport company called patelangadia and the receipt of the delivered goods is
checked through the invoice sent by weaver/supplier.
Refer: Annexure-2.2

Question-4:How do you deal with the refused or damaged products delivered from
ware house to store and from manufactures to ware house?
Research analysis: Nalli sarees generally don’t receive any damaged products but
incase they received those damages are made by the weaver but not by the delivery
company.
The manager feels that the delivery company always delivers the goods safely
with good packaging which can protect from any circumstances that might damage
the product.so whenever received damaged products they will take picture of that
product and send that picture to that delivery company,then the delivery company
ask him to send back that product then its manager’s responsibility to send back
the damage product to the delivery company.
Now the manager doesn’t consider any amount for the damaged goods and makes
changes in the invoice

Question-5: what are the requirement and procedures require for storage of goods?
Research analysis: Nalli sarees don’t use any equipments to store the goods at back
end they believe in manual work.
The procedure they follow when the goods arrived they store the goods in back end
by replacing the old stock above the new stock.They take great care of the stock
stored at the backend to ensure against any damages.

Question-6:How often and accurately are the stock control systems updated to
reflect receipt goods?
Research analysis:[generally they receive the invoice before the delivery of the
parcel]when ever they received the parcel they update the stock control system.At
20th of every month they update the stock control system once again to know how
much stock they received, how much stock has been sold and how much of the
stock is left over.

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Question-7:What are the process taken regarding the security and safety while
storage of goods?
Research analysis: For the security of goods at the back end they have cctv
cameras which will be working for 24/7.

Question-8: How do you update the supervisor of warehouse in case if there is any
shortage of goods?
Research analysis: Mostly in case of shortage of goods occurs that means when a
customer wants a certain product if they don’t have it. Some times customers sees
some sarees on their hoarding or newspaper advertisements and ask for those
product and if they does not have the product in their store then they take the order
from the customer and ensure to get it probably by one week. Then they inform the
weaver to send that particular product immediately. When the saree arrives they
inform to the customer to come and buy it.

Question-9: What equipments are needed in the process of delivery of goods?

Research analysis: The goods come in a truck and the truck will be parked at the
entrance of the store then the carton boxes are manually carried by the workers
towards the backend. They does not use any special equipment as there sarees are
light weighted and easy to carry.

Question-10: what are the rules and regulations followed while delivering the
product to the final customers?
Research analysis: They does not have any particular rules and regulations to be
followed they just fills all of their stock in counters,customers come and select the
product they like, they buy and go. They always have awareness about the sales
done in a month and how much to order for the next month.

Question-11: What measures do you take when you are aware that there is an
inaccurate recording of stock?
Research analysis: Sometimes their stock recording can be inaccurate when they
first do it manually but when they enter the records in the computer they’ll get to
know the mistake done and the mistake will be rectified. Mostly there will not be
any errors while entering in computer because it is done by three individuals and
also checked once again by the manager himself so it will be verified thrice and
hence the stock will not be recorded inaccurately.

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Question-12: How is the shipment of goods from the distribution centers to the
store is carried out?
Research analysis: Generally when there are no occasions coming up then the sales
will be little low then they they order the goods through roadways from the
distribution centers which are located at Coimbatore,Kolkata. When any festivals
are coming up and they need the stock immediately they order it through airways
and the stock arrives with in 24 hours.

Question-13: What legal policies and procedures does the store follow in
accordance to management?
Research analysis: The most important policy of nalli stores is to store the stock
twice the amount of sales of the previous month not more than that. If the sales of a
particular month are less then the store is allowed to keep the stock less for that
month.

Question-14: What are the different percentage ratios for air cargo deliveries /
other transport ratios for their store in particular?
Research analysis: Generally they order their goods through roadways it costs 300-
400rs per parcel (200 sarees). Whenever they need the stock immediatley they
order through airways , it costs upto 4000-5000rs per parcel.

Question-15: What are the steps you follow when the products should be delivered
on time to the agreed customers?
Research analysis: When a customer wants a particular product immediately then
they call to the weaver and ask if the product is available if its available then they
try to get it by 1 day , if the product is not available at the current time near the
weaver then the ask the the customer for 10 days of time, if the customer agrees
then they’ll order and get the product.

Question-16: How is your experience having contract with different transportation

functionality and principles?
Research analysis: The delivery company that nalli stores are in contract to get
their products delivered is ‘Patel angadia’ which is located in all cities throughout
India. This delivery company delivers all the stock and collects money in the form
of cheque at the end of every month. The cost that the company charges to every
delivery is 300rs per parcel (through roadways).

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Question-17: What is the appropriate action you take for delivering goods in the
absence of customer or handling delivery of goods when rejected?
Research analysis: Whenever the customer does not like certain products then that
rejected stock is sent back to the supplier then the supplier accepts these goods as
they have a good rapport and understanding with each other. The supplier accepts
those products on the thoughts that he might not loose contract with that well
established company.

Question-18: What are the steps you follow when you find fault and reporting
requirements in case of technical knowledge?
Research analysis: While labeling the stock in the computer by seeing the invoice
if there is any error like the no of sarees is less when they count manually but the
number of sarees are more in invoice then they inform this to the supplier and the
supplier tells them to send the amount by debiting the amount for the number of
sarees that are less they.

Question-19: What are the order steps to check availability of all products that are
due to be delivered?
Research analysis: At nalli store they get to know before and if there is any delay
in delivery of the goods by the supplier. Then the supplier doesn’t add the delay
products amount in the invoice if incase the supplier added he asks to debit/credit
the amount.

Question-20: what are the planning made that are necessary to improve the
efficiency, designing of delivery schedule so that to attract customers in retail
marketing?
Research analysis: The delivery schedule they are following is followed from the
past 75 years and us very efficient. They feel that there is no scope to improve or
fasten their delivery schedule as the products they selling are not perishable
products which are required for daily living.

Question-21: How well are the staff members and employees are trained with
knowledge of functioning and handling of goods?
Research analysis: At the time of recruiting the employees, the supervisor gives
them certain instructions like how to handle the customers if the stock is not
available, how to arrange or label the stock in the backend etc.

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Question-22: How the housekeeping takes care of the Store neatness and
cleanliness and what are the working patterns( day or night)?
Research analysis: They order the housekeeping staff to clean/mob the floor for
every one hour. The housekeeping staff works right from the opening of the store
to the closing of the store i.eupto 10pm .

Question-23: what are the areas of skills in store that you would focus and
specialize?
Research analysis: At nalli stores they firmly belive in goodwill and word of
mouth. Here they affirm by the fact that practical skill is more effective than book
knowledge. So they recruit their employees based on their skill rather than their
educational qualifications. The nalli silk sarees are proficient and confident that the
way they are operating their store is obatained does’nt want to adapt any changes.

Question 24: How do you identify the shrinkage made by the human errors?
Research analysis: In nalli store they enter all the data computerized so if they find
any shrinkage due to the errors they send it to their head office located in Chennai
to identify the errors which has a separate electronic department.Their they will
identify and rectify the errors.

Question-25: what are the advantages of efficient goods delivery?

Research analysis: At nalli stores the goods delivery system should be pertinent.
They record all the goods delivery data on computers they are going paper less and
avoiding large bulks of papers. Efficient goods delivery makes customers satisfied
as they get the stock in a short period of time whenever needed.

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 4. STOCK CHECKING
Stock checking is the physical verification of the quantities and condition of items
held in an inventory or ware house.Stock checking is done to provide an audit of
existing stock valuation.This may be done to provide
an audit of existing stock. It is also the source of stock discrepancy information
Stock-taking may be performed as an intensive annual, end of fiscal year,
procedure or may be done continuously by means of a cycle count.

Question-1:what is the importance of stock checking?

Research analysis:It helps to save time.It avoid excess stock and if any damage
products arrives stock checking helps in identifying them and report it
immediately.

Question-2:How often do you check the stock levels in your store?

Research analysis:They will check the stock levels last day of every month [i.e 30th
/31st ].They will scan all the sarees that they have in their store on the last day of
every month and they will take note of the sarees which had been sold and remain
in the store.

Question-3:How much staff do you allocate for positioning the stock in the
shelves?
Research analysis: Formally innalli store there is no specific number of staff for
positioning the stock in the shelves.The store manager allotted a sales person for
every different counters.so respective sales person should take the responsibility
for positioning the stock.
Generally there are 60-70 staff members(60-sales persons,10-staff).There are
totally 60 counters(30 counters in each floor).

Question-4:How the stock is moved from backend to the store before filling the
shelves?
Research analysis:when stock is arrived,it will be kept in backend.when the sales
person observed the stock is completed in his resepectivecounter,hereports the
store manager and gets his respective stock from the back end.If the stock from the
back end is in bulk then he takes the help of other staff members.Generally there
are no equipments to move the stock from the back end to store, so only staff
members are going to help sales persons to move the stock.

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Question-5:How often do you clean the shelves/racks of your stores?
Research analysis: Everydaybefore closing the store the respective sales person
clean the shelves which is allotted to him and arranges the stock neatly in the
shelves.

Question-6:What is the process of filling the shelves while there are customers in
the store?
Research analysis:Nalli sarees don’t fill the shelves when there are customers in
the store. They fill the shelves with the stock only in the morning before opening
the store completely.In case if it is still had requirement of the stock when there are
customers in the store then the staff members fill the stock in the shelves without
any disturbance.

Question-7:How often does the employees inform the supervisor about unsaleable
stock?
Research analysis: Sales persons reports about the unsaleable stock to the
supervisor at end of the day and it will be reported to the store manager weekly
once by the supervisor.

Question-8: How do you update the stock records manually or computerized ?

Research analysis: Stock record are generally computerized at nalli stores.After the
arrival of stock generally it is checked manually by the staff members and updated
in the computer later.As per daily report given by the sales persons stock
recordswill be updated in the computer by the supervisor and analysed with the
specific records.

Question-9:Did you felt shortage of space anytime,how do you deal with it ?

Research analysis: Normally there is no shortage of space.Insteadly if the sellings
are good they are going to open new branches across the city.

Question-10: Do you have security systems in your stores?explain.

Research analysis: yes, they have security systems at nallistores.They have cctv
cameras which works 24 hours.They also had security gaurds who also works
during night hours also.They had fire extinguisher and alarm which alerts in any
situation.
Refer:Annexure-3.1
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Question-11:How do you recognize the unsaleable stock?
Research analysis: By observing the lable on the product they can recognize the
unsaleable stock and also by analyzing the computerized stock records.

Question-12:How do you position the stock when new stock arrives?

Researcvh analysis:At nallistore,sarees are not categorized into old and new they
are placed together in the shelves because people might show interest on new
sarees rather than old ones.so all the stock is position together.

Question-13:How do you report the shortage of storage space?

Research analysis:The manager feels they does not want to expand their backend
space as its sufficient. He feels that sarees does not need to be ordered every day as
mostly customers buy customers buy sarees ocassionally.

Question-14:What are the equipments do you use for handling stock?

Research analysis: They are no equipments used in nallistore.they trust in manual
handling.
Refer:3.2

Question-15:How do you operate handling equipments?

Research analysis: There are no equipments in nalli sarees.

Question-16:How do you find fault/wrong procedures and reporting requirements?

Research analysis:This situation mostly arises when customers always try to report
that there are not enough salesmen to present the products especially when there is
festival season and the store is full packed with customers. At this situation the
customers always try to give suggestions to hire more customers. So they get to
know there faults through the customers and try to take them in a positive way and
improvise or change their procedures.

Question-17:what security steps you take to avoid losses?

Research analysis:To avoid losses ,damage, theft, in the store there store is under
camera surveillance 24/7.The losses can be through employee theft, customer theft
or shoplifting. These losses can be avoided through hiring good and trustful
employees and shoplifting through viewing the behavior of doubtful customers and
having visible and good functioning cctv cameras.

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Question-18:How do you inform and replace unwanted stock promptly?
Research analysis:The manager have experience in what and how much stock to
order. But some timesthere expectations can go wrong and the stock can left
unsold. Then the unsold stock is sold is kept aside and sold in lower prices by
giving maximum discounts.

Question-19:How do you notice the changes of current market and replace the
stock?
Research analysis:If there are any changes in the trends it is informed by the
supplier or weavers that a certain trend is currently popular and they ask the
manager whether they want those products. The manager mostly encourages
change in the stock and orders new stock.

Question-20:What are the factors that affect the demand for your products?
Research analysis:The most important factor that affects the demand of sarees at
Nallistores is the price factor. In the store people of different lifestyles and
standardof living come, so to remove the price factor as a barrier for splurging
theirmoney freely without any conscious pricking their minds about the price they
segregated their store into tow major sections: the ground floor consisting high-
end sarees ranging from Rs.3000 to Rs.100000, and the first floor consisting
sarees below Rs.3000. So in this way they are managing the price factor which
effects the demand of their sarees.

Question-21:What do you do with the packaging waste of the new stock arrived
from the ware house?
Research analysis:In Nalli store they collect the packaging wastes which includes
carton boxes, plastic covers for a whole month and then sell it to the scrap buyers
atthe end of every month. They keep this money aside for a whole year which will
be around Rs.40000-50000 and use it to buy any asset for the store such as a
common vehicle for the the store or help any of their employees who are in
need of money.

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Question-22:What process do you follow to return the damaged goods to the ware
house?
Research analysis: when they identified the damaged goods they capture the
damaged goods and returns to the ware house.

Question-23:How often do you update the stock control system in your store?
Research analysis: By discounts the old stock gets cleared. In the back end they
first use the old stock and then use new stock.In this way stock control system
updated.

Question-24:What is the importance of maintaining cleanliness in your store?

Research analysis:At Nalli store they believe that cleanliness attracts the customers
andmakes them feel comfortable in the store. Often customers point out and try
tobe picky if the store is not clean. So they ensure to mob the floor for every
2hours.

Question-25:How the stock is checked at suitable intervals?

Research analysis:The stock is checked regularly on day to day basis by the
employeesand informed to the manager, so that they can get a detailed analysis of
thesales, and also to know when to order the stock from the suppliers. The stock is
checked and informed daily at the closing time of the store.

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 5.Retail selling skills
Retail selling skills is a platform for growth in the sales industry. The aim of retail
selling is to build strong and long-term customer relationships that took beyond the
sales and is the ability to excel at retail selling an instinctive talent to forward to a
particular customer may help a retail salesperson sales.

Question-1:How do you prepare to sell the product?

Research analysis: The sales person prepares in the way if the customer wants to
buy Mysore silk saree the sale person not only sticking to the Mysore silk sarees.
He presents different varieties of silk other than Mysore silk.so, the customer is
very spectacular to buy at least buy one saree in such varieties. In this way the sale
person prepares in which the product should be represented.
Question-2: What are the process you follow regarding the sales person hygiene
coming to uniformity?
Research analysis: Every twice a year the in occasions of Diwali and Sankranti
sales person offered with 2 pair of shirts. Daily the sales person should be in
uniform. 90% they have to wear the uniform and 10% if there is any emergency
situation sale person has been allowed to wear other than uniform.

Question-3:How frequently you keep changing the window display?

Research analysis:The window display is changed every week. By seeing
mannequins, they create happiness in the mind of customer that these kind
products are available in their store.

Question-4:Even though the customers hate to buy, what are the ways you
implement to motivate customers?
Research analysis: The store manager says that whenever the customer enters the
store they first imagine it is such a big store, customer prospect themselves that
they don’t have smaller prices of products. The sale person presents about the
merchandise by illuminating that upper floor consists of less than 3000rps and
lower floor consists of above 3000rps, In this way they fulfill all kind of customers
who can purchase the products in their own affordable price.

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Question-5:what kind of greeting process you follow in your store?
Research analysis:There is no greeting process followed in store

Question-6:In which way you make customers feel comfortable getting them
into the buying mood?
Research analysis:They implement the business techniques such as while sales
person presentation processes the manager directly spoke with sale person asking
questions like this is the stock which has been arrived now right? In this way the
customers grab the attention towards the communication process and assume that
this is the new stock. So, customers automatically feel comfortable to buy.

Question-7:what are the steps you follow for effective greeting?

Research analysis:At least one or two sales representatives stand near the entrance
to welcome customers by smile and maintaining some distance to the customer.

Question-8:What measures you follow in the process of warm up through chitchat

or importance of body language?
Research analysis: yes, they follow both body language as well as the chit chat
process.

Question-9:How do you probe the needs of the customer through asking

appropriate questions?
Research analysis: Sales person probe by asking questions like what is the category
your looking for, what is the range of price you need me to show the product.

Question-10:Is there any pre-planning in the process of presentation?

Research analysis: There is NO preplanning in the process of presentation.

Question-11: In which way you present the products by using features, functions,
benefits, formula?
Research analysis: According to situation the sales person present the products by
using both features and benefits.

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Question-12: Do you inform loyal customers about the discount?
Research analysis: yes, they often send messages to regular customers about when
the discounts open.

Question-13: How do you overcome with the customer objections?

Research analysis: smile and forbidding argument these are two tools they follow
to overcome objections.

Question-14: In case of responding to customer objections what are the

waysdifferent techniques you practice?
Research analysis: The techniques they follow are first how to solve the customer
question which has been objected – by telling the fact that what is the actual price
they brought this product and how much profits they gain from it, this makes
customer solving their objection towards price which they have stuck with.

Question-15: what are the ways to explore in driving the sales process forward?
Research analysis: First they make customer feel satisfy by allocating the space for
different categories of sarees so, that customers feel friendly to shop again and
again [ as most of the customers in NALLI SAREES are regular and repeated
customers].

Question-16: How do you insist the professional sales representative earn the right
to close?
Research analysis: They insist only senior sales representative for bulk range of
products to close. because of their experience and the knowledge about resisting
the objections quickly and easily.

Question-17: How your employees overcome with fear of rejection?

Research analysis: By seeing the senior sales representative the junior has been
assisted them to experience how he is facing the fear of rejection.so, that the junior
sales can learn and portray the same process so that to overcome the fear of
rejection.

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Question-18: How do you deal with customers who are not satisfied with the
merchandise and demands cash back?
Research analysis: They donot give cash back but the product can be exchanged
with the other product of the same price or the price higher than that.

Question-19: How do you deal with customers who are aggressive in nature?
Research analysis: They always be patient in such case by trying to fulfill their
needs and behave as normally they give time to get customer feel comfortable.

Question-20: Does there is any practice in the process of closing techniques?

Research analysis: NO, there is no such practice but by observing senior the
junior sales representative will follow.

Question-21: How do you follow up the customers after sale process?

Research analysis: After closing the sale they follow up the customers by
predicting the time when the new stock arrives and telling the range about new
stock. so, that customers aware of products and want to come at that period of
time. In this way they do the follow up.

Question-22: Do you have any referral process suggestion to your customer?

Research analysis:NO, there is no referral process.

Question-23: Do you decorate your store during occasion?

Research analysis:Previously they use to decorate the store during occasions but
now they stopped doing all such decorations.

Question-24: Do you have any meetings to reach the targets of sales process?
Research analysis: yes, the meeting is held on 30th date of every month. The
store manager speaks about where they went wrong so that they could not reach
the sales targets by taking diligent actions and prosper the things that should be
done in next month according to the planning.

Question-25: Do you have note of customer feedback?

Research analysis: yes, we have each and every customer feedback after the
closing process.

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 5.1 Key performance indicators

 Conversion bill
 Average bill value
 Average unit value
 Average basket size

DATA
♦ Walk-ins = 900
♦ Total sale = 4,50,000
♦ Number of bills = 150
♦ Number of units = 500

 Conversion = Total bills/No. Of walk-ins *100

150/900*100 = 16.67%
 Average bill value = Total sale/No. Of bills
4,50,000/150 = 3000
 Average unit value = Total sale/No. Of units
4,50,000/500 = 900
 Average basket size = No. Of units/No. Of bills
500/150 = 333.3

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 CASE STUDY-1

(A customer entered into thenalli sarees with her family to buy sarees for the
occasion of her marriage)
As soon as the customers entered into the store the sales person near the entrance
greeted them with a salutation with a great smile,then they allowed the customer to
step forward into the store, now the sales person identified the customers that they
meant to buy a saree for the occasion and they are prospect customers, after a
while the sales person approached the customer and asked them “what would you
like to see ma’am?” then the customer replied “we are looking for bridal saree and
designer sarees for my family”.Then the sales person requested them to walk with
himto the respective counter.
Here sales person asked them that “what range would you like to see ma’am?” and
they replied “the sarees can be in a range which do not exceed 25000 and show me
a wonderful sarees that might reflect our status”.Then sales person replied “sure
ma’am we will try our level best to satisfy your need”.
Ma’am the new stock arrived yesterday for brides( By showing the sarees)
you might like this gold colour pattu saree based on your taste and he showed
many sarees in pattu.The customer saw all the sarees and she finally commited to
gold colour saree which she seen first and she did a trail on her, the sales person
made a trial/display of the saree by draping it to the customer(Refer-4.1).she
looked into the mirror for 10 minutes and she removed the gold colour saree from
her and said actually I’m looking for a mustard colour saree but I couldn’t find it
here.Then the sales person replied “ok ma’am I will show you mustard colour
sarees and they are in another section so please move to thatcounter”(customers
moved to the another counter).
(A business trick applied by the manager to get an impression for the customers)
Here when sales person showing that mustard colour sarees then the manager went
their casually and asked the sales person that “this is the saree that is newly arrived
and had a good demand in market so keep it aside so that it can be displayed in
entrance to attract”.This made the customers a good impact on that
saree(customer’s phsychology) and they attracted towards that saree.so after a
while the customers asked the sales person to keep that saree aside and they
committed to that saree and they seen another sarees for their family and selected 3
more sarees.

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Then the customers satisfied with those sarees and took step forward for the
payment and asked the sales person to do payment for totally 4 sarees.
Then the sales person asked customers “ Anything more would you like to see
ma’am, we have some kurtas too that looks good on you and it might be useful on
your marriage.“No I’m satisfied with the sarees and I would like to do payment for
it and don’t want anymore” customer replied. Now the sales person took that
sarees to the bill counter and took a bill for the 4 sarees, At the time of billing the
customers are offered with refreshments(Refer-4.2),after billing is completed the
sales person came to the customers and showed them a bill and then customers
made payment using a card,after the transaction is completed the sales person gave
the sarees which are well packed in a cover to the customers by closing the sale
with greetings and requested them to visit again for their better shopping
experience.

CASE STUDY-2

Sometimes sales persons encounters discount customers in their store. This type of
people looks for discount sale. They eagerly want to buy everything at low cost
which was not available.
In Nalli store, a sale person faced a discount customer, she went on with
all types of sarees and asked for huge discount but their was no discount sale at
that time, then the skilled sales person didn’t hesitate with her and dealt politely.
Then finally the customer committed to one saree with some discount.

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 6.suggestions
 Nalli sarees generally not give importance to greetings they mainly
focus on the customer requirements.so, I would suggest that they
should also focus on greeting the customer with a great smile and
then follow further.
 Nalli sarees should improve their security system even more
stronger.
 Nalli stores should aggressively promote its offerings in various
media and should concentrate on hoardings and other electronic
media based on the current market.
 Attractive schemes and discounts should be launch to attract more
customers.

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7.Summary and Conclusion

7.1Summary
We feel that a proper goods delivery process is important for the underpinning of a
company. Goods delivery is the base for a sale as it’s the first and most important
step for a retail store. Good goods delivery can be done by maintain good
correspondence with the suppliers and the delivery companies.
We perceive that receipt documentation requires good vigilance to check the
products from the invoice and enter them into the computers. Receipt
documentation should be done cautiously as one mistake can lead to many
discrepancies.
By accurate stock checking avoid us from losses and we can consume
time.If any damaged good arrived in the stock by accurate stock checking we an
identify this and avoid losses.
According to the research analysis of retail of selling skills
The store have a perpetual meetings regarding the targets of sales process.
The major details that they collect in their feedback form consists of name, email,
phone number, feedback and signature. By these they always make intense changes
in the store which have to be corrected.The senior sales person with his experience
and the challenges he faced regarding sales with intentional, carefully/unhurried
the senior sales person will forward his experiences to his juniors .so in this way
the juniors follow and overcome the unsuccessful closing.

7.2 conclusion

we would like to conclude that this research workgave us good knowledge about
goods delivery, stock checking, retail selling skills. They perform really well in
present market area and providing good experience to the customers from last 14
years.The staff in the store are well-skilled and hard working nature. They launch
new models of sarees regularly in every season which attracts the customers.The
implementation of schemes by nalli store are very pre-dominent for other stores to
competing. The belief of customers,for their cultural look,reflects the importance
of nalli store.

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ANNEXURE - 1
NALLI SAREES begumpet branch
 ground floor

first floor

NALLI STORE
Dress code for sales person in NALLI SAREES.
Parking area at NALLI SAREES.
Stock arrived from ware house to nalli sarees store.
ANNEXURE-2

2.1
2.2
ANNEXURE-3

3.1
3.2
ANNEXURE-4

4.1

4.2