A SUMMER INTERNSHIP PROGRAM

REPORT ON MARKETING OF
RELIANCE RETAIL LIMITED

Submitted by
PRAVEEN R
Regd. No. 2201510007
On 11th August 2023

“RELIANCE RETAIL LIMITED”

NELLORE
 A SUMMER INTERNSHIP PROGRAM
REPORT ON MARKETING OF
RELIANCE RETAIL LIMITED
With reference to
“RELIANCE RETAIL”
NELLORE

TITLE: CUSTOMER EXPERIENCE MONITORING INITIATIVE

Submitted by
PRAVEEN R
Regd. No. 2201510007
On 11th August 2023

A SIP report submitted to KL Business School, Vaddeswaram

in partial fulfilment for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

(CLASS OF 2023)
ACKNOWLEDGEMENT

It is of great pleasure to take the opportunity to acknowledge and express my

gratitude to all those who helped me throughout my project work. First and
foremost, I am thankful to KL Business School, Vaddeswaram for giving me
permission for taking up my project work.

I also thankful to Dr. K. Hema Divya, Professor & Head of the Department of
Business Administration Business School for giving me this opportunity to
take up the project work and helping me to do this wonderful project. I would
also like to thank Dr. Venkata Ramana, Professor & Internship Co-
coordinator, Department of Business Administration, for his valuable
guidance and support for the completion of my SIP work. I thank my university
guide Dr. Sundari dadhabai Professor, for bringing us all together on online to
combine our objectives and mutually work on it.

I express my special thanks of gratitude to Reliance Retail Limited Mr. Vimal

D Patel, Human Resource Manager for giving me this golden opportunity to be
part of their organization for the past 53days. It has been a fruitful period of my
life.

Finally, I would like to thank my Parents and Friends who supported me in

doing this. They helped me to finalize my SIP project within this limited time
frame.
TABLE OF CONTENTS: - PAGE NO:

1. ACKNOWLEDGEMENT 3

2. SUMMARY 5

3. OVERVIEW OF THE INDUSTRY 6

4. OVERVIEW OF THE COMPANY 7

5. CHALLENGES IN THE COMPANY 9

6. SWOT ANALYSIS 11

7. 3 CET REPORT 13

8. RESULTS AND FINDINGS 21

9. METHODOLOGY 22

10.CONCLUSION 24

11.BIBILOGRAPHY 24

12. EVALUATION FORMS 26

SUMMARY: -
Summary of the Reliance Retail Summer Internship Program:

The Reliance Retail Summer Internship Program aims to provide

young management graduates with practical experience in the modern
retail environment and develop their skills for a potential career in
Retail. The interns work in different retail formats, including luxury
and regular stores, and interact with customers to collect feedback
using online questionnaires.

The internship targets vary based on the format, with interns required
to interact with a certain number of customers daily and collect their
feedback. Formats like Reliance Trends, Avantra, Reliance Digital,
Trends Women, and Reliance Fashion Factory have specific daily
targets for customer interactions.

The strategy employed during the internship involves understanding

customers' willingness to provide feedback and choosing the right
moment to approach them. Factors like the customer's mood after
shopping are considered to maximize feedback collection.

The intern successfully achieved the set targets, maintained positive

relationships with employees, and learned valuable insights during the
internship. They also conducted data analysis on the collected
responses from customers.

In conclusion, the Reliance Retail Summer Internship Program

provided a comprehensive learning experience, exposing the intern to
various retail formats and developing essential skills for a potential
retail career. Effective communication and data analysis were key to
meeting the company's targets, making the internship rewarding and
enriching. The intern is grateful for the opportunity and believes the
knowledge and experiences gained will benefit their future endeavors.

OBJECTIVE OF REPORT:

 To understand the concept of retailing during customer shopping

 Understanding and analyze consumer behavior and feedback

 Understanding the importance of customer feedback

 To analyze the concept of loyalty program and consumer

response to such program

AN OVERVIEW OF INDUSTRY: -
INTRODUCTION:

Reliance Retail is one of India's largest and most prominent retail companies,
part of the Reliance Industries conglomerate. Founded in 2006, it has rapidly
grown to become a dominant player in the Indian retail sector. The company
operates a diverse range of retail formats across various segments, catering to
the needs of Indian consumers.

KEY HIGHLIGHTS AND OVERVIEW OF RELIANCE RETAIL:

1. Retail Formats:
Reliance Retail operates various retail formats, including Reliance Fresh
(grocery stores), Reliance Trends (fashion apparel), Reliance Digital (electronic
and digital products), Reliance Smart (hypermarkets), Reliance Jewels (jewelry
stores), Reliance Footprint (footwear), and many others. This diverse portfolio
allows the company to target different customer segments and offer a wide
range of products.

2. Pan-India Presence:
Reliance Retail has an extensive network of stores across India, with a
presence in major cities, towns, and even rural areas. This vast reach enables the
company to tap into diverse consumer markets and demographics.

3. Omni-channel Approach:
 Reliance Retail has embraced an omni-channel strategy, integrating
offline retail with an online platform. Customers can shop through the
company's website and mobile app, providing a seamless shopping experience.

4. Private Label Brands:

Reliance Retail has introduced several successful private label brands
across categories like fashion, electronics, and grocery. These brands offer
quality products at competitive prices, contributing to customer loyalty.

5. Strategic Partnerships:
The company has formed strategic partnerships with global brands and
companies, enabling them to offer a wide range of international products and
enhance their product offerings.

6. Diversification:
Apart from its core retail operations, Reliance Retail has also ventured
into other areas, such as agriculture and food processing, in line with its
commitment to supporting India's economic growth.

7. Employment Generation:
Reliance Retail's widespread presence has led to the creation of a
significant number of jobs, contributing to the country's employment growth.

Overall, Reliance Retail's success can be attributed to its extensive reach,

diverse retail formats, customer-centric approach, and innovative strategies. As
the retail landscape in India continues to evolve, Reliance Retail remains a key
player, shaping the future of the industry.

AN OVERVIEW OF COMPANY: -

INTRODUCTION:

Reliance Retail is a subsidiary of Reliance Industries Limited (RIL), one of

India's largest private sector conglomerates. Founded in 2006, Reliance Retail is
a leading player in the retail industry in India. The company operates a diverse
portfolio of retail formats, catering to various consumer segments across the
country.

KEY ASPECTS OF RELIANCE RETAIL:

1. Wide Range of Formats:
Reliance Retail operates in various formats, including Reliance Fresh
(grocery stores), Reliance Trends (fashion and apparel), Reliance Digital
(consumer electronics and appliances), Reliance SMART (hypermarkets),
Reliance Footprint (footwear), and more. Each format is tailored to meet the
specific needs of different customer segments.

2. Extensive Reach:
The company has an extensive retail presence with stores located in major
cities, towns, and even smaller towns across India. This widespread presence
allows Reliance Retail to tap into diverse customer markets and regions.

3. Multi-Brand Offerings:
Reliance Retail offers a diverse range of products from various national
and international brands. Whether it's groceries, fashion, electronics, or lifestyle
products, customers can find a wide selection of choices under one roof

4. Focus on Customer Experience:

Reliance Retail places a strong emphasis on providing a seamless and
satisfying shopping experience for its customers. The stores are designed to be
customer-friendly and offer a comfortable and enjoyable shopping environment.

5. E-commerce Presence:
Reliance Retail has also expanded its presence in the online retail space
with its e-commerce platform. Customers can conveniently shop for products
online and have them delivered to their doorstep. (example, ajio, jiomart,
Trends, Reliance digital, Tira)

6. Private Label Brands:

The company has introduced private label brands in various categories,
providing quality products at competitive prices. This strategy allows Reliance
Retail to strengthen its brand presence and differentiate its offerings.

7. Innovation and Technology:

Reliance Retail leverages technology and innovation to enhance its
operations and improve customer experiences. It has adopted modern retail
practices and digital solutions to stay ahead in the competitive retail market.

CHALLENGES IN THE INDUSTRY: -

The retail industry, including Reliance Retail, faces various challenges that can
impact its operations, growth, and profitability. Some of the key challenges in
the industry include:

1. Intense Competition:
The retail sector is highly competitive, with numerous players vying for
market share. Competition can lead to price wars, reduced profit margins, and
the need for constant innovation to stay ahead.

2. Evolving Consumer Behavior:

Consumer preferences and shopping behavior are continually changing.
Retailers need to adapt quickly to cater to these changing trends and
preferences, which may require significant investments in technology and data
analytics.

3. E-commerce Disruption:
The rise of e-commerce has disrupted traditional brick-and-mortar retail.
Online shopping platforms offer convenience, competitive pricing, and a vast
range of choices, challenging physical retail stores to maintain their relevance.

4. Supply Chain Management:

Retailers must manage complex supply chains efficiently to ensure
product availability, reduce inventory costs, and meet customer demand
promptly. Supply chain disruptions, logistics challenges, and inventory
management can pose significant hurdles.

5. Regulatory Compliance:
The retail industry is subject to various regulations, including labor laws,
taxation, and product safety standards. Complying with these regulations can be
complex and may increase operational costs.

WHO’S WHO OF THE COMPANY: -

Here is a list of some of the key people in Reliance Retail:

 Mukesh Ambani - Chairman and Managing Director of Reliance

Industries Limited (RIL), the parent company of Reliance Retail.
 Isha Ambani - Director of Reliance Retail and Reliance Jio. She is also
the chairperson of Reliance Retail's fashion and lifestyle arm, Reliance
Brands.
 Akash Ambani - Director of Reliance Retail and Reliance Jio. He is also
the chairperson of Reliance Retail's digital arm, Jio Platforms.
  Pankaj Mohan Pawar - Managing Director of Reliance Retail. He is
responsible for the overall operations of the company.
 Darshan Mehta - CEO of Reliance Brands. He is responsible for the
fashion and lifestyle business of Reliance Retail.
 Nitin Jain - CEO of JioMart. He is responsible for the online grocery
business of Reliance Retail.

SWOT ANALYSIS OF THE COMPANY: -

SWOT analysis is a strategic planning tool used to assess the internal strengths
and weaknesses, as well as the external opportunities and threats, of a company.
Here's a SWOT analysis of Reliance Retail:

STRENGTHS:

1. Diverse Retail Formats:

Reliance Retail operates in various formats, covering grocery, fashion,
electronics, and more. This diversification allows the company to tap into
multiple consumer segments and mitigate risks associated with reliance on a
single format.

2. Extensive Reach:
The company has a widespread presence across India, with stores in
major cities and towns. This extensive network provides a significant advantage
in reaching a large customer base.

3. Strong Brand Presence:

Reliance is a well-known and trusted brand in India. This brand
recognition and positive perception contribute to customer loyalty and attract
new customers.

4. Private Label Brands:

Reliance Retail has introduced private label brands in different product
categories. This strategy enables the company to offer exclusive products,
control quality, and improve profit margins.

5. Integration with Reliance Industries:

Being part of the larger Reliance Industries conglomerate provides
Reliance Retail with access to resources, financial strength, and cross-business
synergies.
WEAKNESSES:

1. E-commerce Competition:
The growth of e-commerce platforms poses a challenge to Reliance
Retail's brick-and-mortar stores. The company needs to continually invest in its
online presence to stay competitive.

2. High Real Estate Costs:

Operating stores in prime locations may lead to higher real estate and
rental expenses, impacting the company's profitability.

3. Seasonal Demand Fluctuations:

Some retail segments experience seasonal fluctuations in demand,
requiring effective inventory management and demand forecasting.

OPPORTUNITIES:

1. E-commerce Expansion:
There is a significant opportunity for Reliance Retail to expand its e-
commerce operations and leverage its existing customer base to compete in the
online retail market.

2. Technology Integration:
Integrating technology into the retail experience, such as digital
payments, personalized marketing, and omnichannel capabilities, can enhance
customer engagement and loyalty.

3. Diversification:
Reliance Retail can explore opportunities to diversify its product
offerings further and enter new segments to tap into different consumer needs.

4. International Expansion:
The company can explore opportunities for international expansion to tap
into new markets and diversify its revenue streams.

THREATS:

1. Intense Competition:
The retail industry in India is highly competitive, with both established
 players and new entrants vying for market share.

2. Economic Uncertainty:
Economic fluctuations and uncertainties can impact consumer spending
patterns, affecting retail sales.

3. Changing Consumer Behavior:

Rapidly changing consumer preferences and shopping behavior may
require constant adaptation to meet customer demands.

4. Regulatory Changes:
Retailers are subject to various regulations and policy changes that may
impact operations, pricing, or compliance.

3CET REPORT: -

COMPANY NAME: - RELIANCE RETAIL LIMITED

INTRODUCTION:

Reliance Retail, a subsidiary of Reliance Industries Limited (RIL), is one of the

largest retail chains in India. Established in 2006, the company has rapidly
expanded its presence across various formats, including supermarkets,
hypermarkets, wholesale, and specialty stores. Reliance Retail operates in
multiple sectors, such as consumer electronics, fashion and lifestyle, groceries,
and more. With its customer-centric approach and innovative strategies,
Reliance Retail has emerged as a prominent player in the Indian retail industry.

BUSINESS OF THE COMPANY:

Reliance Retail's core business revolves around providing a diverse range of

products and services to its customers. The company operates through various
retail formats, including Reliance Fresh, Reliance Smart, Reliance Trends,
Reliance Digital, and Reliance Jewels, among others. This diverse portfolio
enables Reliance Retail to cater to the needs of different customer segments,
offering convenience, quality, and value for money.

CUSTOMERS OF THE COMPANY: -

Reliance Retail caters to a wide range of customers across various demographics and
income levels. The company's diverse portfolio of retail formats allows it to serve
different consumer segments. Here are some of the key customer groups of
Reliance Retail
1. Everyday Shoppers:
Reliance Retail's grocery formats, such as Reliance Fresh and Reliance
SMART, attract everyday shoppers looking for a wide range of daily essentials,
fresh produce, and household items.

2. Fashion Enthusiasts:
Formats like Reliance Trends and Trends Women cater to fashion-
conscious consumers seeking affordable and trendy apparel, accessories, and
footwear.

3. Electronics and Gadget Buyers:

Reliance Digital is popular among tech-savvy consumers looking for the
latest mobile phones, laptops, tablets, televisions, cameras, and other electronic
products.

4. Home Appliance Buyers:

Customers looking for home appliances like refrigerators, washing
machines, air conditioners, and kitchen appliances are served by Reliance
Digital and other formats.

5. Luxury Shoppers:
The Avantra concept by Reliance Trends attracts customers seeking
premium silk sarees, wedding wear, and designer clothing.

COMPETITORS OF THE COMPANY: -

Reliance Retail operates in a highly competitive retail industry in India, and it
faces competition from various local and international players. Some of the
major competitors of Reliance Retail include:

1. Tata Group:
Tata Group's retail arm operates under the brand name "Tata CliQ" for
online retail and includes Tata-owned Croma for electronics and Westside for
fashion and lifestyle.

2. Aditya Birla Retail:

Aditya Birla Retail operates supermarket chains like More and
hypermarket formats like Hyper city. They also have fashion brands like
Pantaloons and Peter England.

3. Amazon:
As a major e-commerce giant, Amazon India is a significant competitor to
Reliance Retail, especially in the online retail space.

4. Flipkart:
Flipkart, now owned by Walmart, is another major e-commerce player
that competes with Reliance Retail's online offerings.

5. Walmart:
Walmart operates wholesale cash-and-carry stores in India under the
brand "Best Price" and is a significant competitor in the wholesale segment.

6. DMart (Avenue Supermarts):

DMart is a popular hypermarket chain in India, known for its focus on
value pricing and strong presence in various cities.

7. Spencer's Retail:
Spencer's Retail operates supermarkets, hypermarkets, and convenience
stores, competing with Reliance Retail in multiple formats.

8. Metro Cash & Carry:

Metro Cash & Carry is a global wholesale chain with a presence in India.
It serves businesses and institutions, making it a competitor in the wholesale
segment.

ENVIRONMENT OF THE COMPANY: -

The environment of Reliance Retail is influenced by various internal and

external factors that impact the company's operations, growth, and
sustainability. Here's an overview of the key elements of the environment in
which Reliance Retail operates:

1. Market Competition:
Reliance Retail operates in a highly competitive retail market in India. It
faces competition from established domestic players, international retail chains,
and fast-growing e-commerce platforms. The competitive landscape drives
Reliance Retail to continually innovate, offer unique value propositions, and
maintain a strong brand presence.

2. Consumer Behavior and Trends:

 Changing consumer preferences, shopping behavior, and lifestyle trends
significantly influence the retail industry. Reliance Retail must closely monitor
and adapt to these changes to offer products and services that resonate with
customers.

3. Economic Factors:
The economic conditions in India, including GDP growth, inflation rates,
and consumer spending, impact the overall retail industry's performance.
Economic fluctuations can influence consumer confidence and spending
patterns, affecting Reliance Retail's sales and profitability.

4. Technological Advancements:
Rapid advancements in technology have transformed the retail landscape.
Embracing digitalization, leveraging data analytics, and offering an
omnichannel shopping experience are critical for Reliance Retail to stay
competitive and meet customer expectations.

5. Government Policies and Regulations:

Retailers are subject to various government policies and regulations,
including taxation, labor laws, foreign direct investment (FDI) rules, and
product safety standards. Adhering to these regulations is essential for
compliance and smooth operations.

6. Supply Chain and Logistics:

Efficient supply chain management is crucial for retail success. Reliance
Retail needs to ensure smooth logistics, inventory management, and timely
delivery of products to meet customer demands effectively.

7. Environmental and Sustainability Concerns:

As consumer awareness about environmental issues grows, sustainability
and eco-friendly practices become significant considerations for retail
companies. Emphasizing sustainability in its operations can enhance Reliance
Retail's reputation and attract environmentally conscious consumers.

8. Social and Cultural Factors:

India's diverse social and cultural landscape influences consumer
preferences, local market dynamics, and product demand. Reliance Retail's
success requires understanding and catering to the specific needs and
preferences of different regions and communities.

9. Technological Competitors:
In the digital age, Reliance Retail competes not only with traditional
retail players but also with major e-commerce and technology giants like
Amazon and Flipkart, who have a significant presence in the online retail space.
TECHNOLOGY USED IN THE COMPANY: -

Reliance Retail utilizes various technologies to enhance its operations, customer

experience, and overall efficiency. Some of the key technologies used in the
company include:

1. E-commerce Platform:
Reliance Retail operates an online shopping platform that allows
customers to browse and purchase products from the comfort of their homes.
The e-commerce platform incorporates user-friendly interfaces, secure payment
gateways, and personalized product recommendations to enhance the online
shopping experience.

2. Data Analytics:
Reliance Retail employs data analytics to gain valuable insights into
customer behavior, preferences, and trends. Analyzing customer data helps the
company make data-driven decisions, improve inventory management, optimize
pricing, and offer personalized promotions.(used software kiosk, omni channel,
SAP

3. Customer Relationship Management (CRM) System:

A CRM system is used to manage and maintain customer data,
interactions, and preferences. It enables the company to understand individual
customer needs, offer personalized services, and build strong customer
relationships.

4. Point of Sale (POS) Systems:

Reliance Retail utilizes modern POS systems in its stores to facilitate
smooth and efficient transactions. These systems allow for quick and secure
payment processing and provide real-time updates on inventory levels.

5. Mobile Apps:
The company offers mobile applications for its various retail formats,
allowing customers to access a wide range of products, receive personalized
offers, and place orders conveniently from their mobile devices. Like
AJIO,trends,jiomart

6. Internet of Things (IoT):

IoT technology is leveraged to enhance inventory tracking and management.
IoT-enabled sensors and devices can monitor stock levels, track product movements,
and optimize replenishment processes for customer industry
7. Supply Chain Management (SCM) Software:
Reliance Retail employs SCM software to streamline the supply chain,
manage logistics, and optimize inventory levels. This technology ensures
efficient stock replenishment and reduces stockouts and overstock situations.

8. Artificial Intelligence (AI):

AI is used to enhance customer interactions and support decision-making
processes. Chatbots powered by AI technology can assist customers with
queries and provide real-time support, improving customer service.

9. Augmented Reality (AR) and Virtual Reality (VR):

In certain retail formats, AR and VR technologies are used to offer
interactive and immersive shopping experiences. Customers can virtually try on
clothing or test products before making a purchase. And it was used in mainly
reliance digital

10. Digital Payments:

Reliance Retail encourages digital transactions and supports various
digital payment methods, such as mobile wallets, UPI, and contactless card
payments, specially jiopay to provide a seamless and secure payment process
for customers.
industry.

FORMATS &TARGETS: -
1.FASHION FACRORY
 Fashion Factory is Reliance Retail’s multi-brand fashion discount retail
chain that has an eclectic assortment of top international and national
brands in fashion wear, sportswear, luggage and accessories, at
unbeatable prices.
 Catering to all fashion needs under one roof, what cuts Fashion Factory from
the rest of the pack is our unique offering of fashion 365 days, 20-70%
discount, and the best of brands.

 From trendy western wear to elegant ethnic wear, fashionable casual wear
to comfy sportswear and everything in between, come discover what lies
in store for you at Fashion Factory and enjoy some carefree shopping.
 Designed for the fashion-savvy, brand-conscious and discount-seeking
shoppers that encompass pretty much every Indian, you are sure to be
delighted by the value-for-money shopping experience.
  Company given daily target to interacting with 20 or more customers
daily and collecting feedback from customers. This target is for that entire
week.
by using survey money questionnaire.

2. TRENDS:
 Trends is India’s largest fashion retail chain across India. Trends offers
stylish, high-quality products across Womenswear, Menswear, Kids
wear and fashion accessories through a diversified portfolio of own
brands, national and international brands.
 The uniqueness of the store is the core, which delivers "fashion at great
value". Spread over 8,000 – 24,000 square feet of shopping area, each
Trends store is designed to offer a unique shopping experience for the
entire family through wide aisles, coordinated displays and highly trained
fashion professionals offering best in class customer assistance.
 Trends customer through www.trends.ajio.com can access a large
collection of fashionable, high quality products at great value delivered at
their door steps.
 Company given daily target to interacting with 20 or more customers
daily and collecting feedback from customers. This target is for that entire
week.
by using survey money questionnaire.
3. TRENDS FOOTWEAR
 Trends Footwear is an exclusive fashion footwear destination store with a
collection to suit one and all. Trends Footwear houses latest, trendy and
fashionable footwear for men, women and children.
 Going as close to the customers as possible and offering relevant and
affordable footwear fashion is core to how we operate at Trends
Footwear. The store offers a footwear shopping experience which is
exciting and products that are trendy and fashionable.
 Company given daily target to interacting with 12 or more customers
daily and collecting feedback from customers. This target is for that entire
week.
by using survey money questionnaire.

4.TRENDS:
 Trends is India’s largest fashion retail chain across India. Trends offers
stylish, high-quality products across Womenswear, Menswear, Kids wear and
fashion accessories through a diversified portfolio of own brands, national and
international brands.

 Network – offering a range of garments which comprises of formal

office wear collection for men and women
 Net play - range showcases a smart casual collection for the evolving
workplace
 The DNMX - range has been developed with a clear focus on the youth
of India, offering them exclusively crafted fashion garments like Denims,
T shirts etc.

 Company given daily target to interacting with 20 or more customers

daily and collecting feedback from customers. This target is for that entire
week.by using survey money questionnaire.

5.SMART POINT:
 Smart Point is a neighbourhood small format store of Reliance Retail
with an objective of “Bade Dukan ki Badi Bachat ab pados mein” (Big
Saving of Big Supermarkets, now near you) for customers.
 Our Smart Point stores serve as the last mile delivery hub for all the
digital orders, while also providing easy accessibility for the customers as
they walk-in to the store and shop for their daily needs & services.
 Key services and product offerings of Smart Point includes:

 Grocery, FMCG, F&V and Dairy etc with “Badi Bachat”

 Net meds Pharmacy, Medicines below MRP, all year round
 Jio Payment Bank, Banking with extended hours
 Health Care / Pathology Services
 Fashion / Electronics (through Kiosk)
 Battery Swap Station for Electric Vehicles

 Company given daily target to interacting with 20 or more customers

daily and collecting feedback from customers. This target is for that entire
week.
 by using survey money questionnaire.

6. RELIANCE DIGITAL:

 Reliance Retail has the distinction of operating the largest consumer

electronics store chain in India through a network of over 8,700 Reliance
Digital and Jio stores.
 Reliance Digital offers over 200 national and international brands
offering a widest assortment of products spanning across Audio & Video
products, Digital Cameras,

 Durables like Air Conditioners, Refrigerators, Washing Machines,

Microwave Ovens, Water Purifiers, Kitchen and Home Appliances,
Gaming Consoles & Games, Computers, Laptops, Tablets &
Peripherals, Mobile and Fixed line instruments as well as a wide range
of accessories and new-age gadgets across all major product categories.

 Reliance Digital offers its customers a delightful shopping experience and

help them in bringing home the latest & best of technology at
unbeatable price.

 Reliance Retail operates ResQ, the service arm of Digital. It is a full-

fledged service organisation and is India’s first multi-product, multi-
brand and multi-location service network that provides solutions
encompassing end-to-end product life cycle requirements for the entire
range of Consumer Durables and Information Technology products and
other value-added services.

 Reliance Retail has developed a strong portfolio of products offered

under its own label Reconnect. The Reconnect products are differentiated
by cutting edge innovation, superior quality and offers great value.
 Company given daily target to interacting with 20 or more customers
daily and collecting feedback from customers. This target is for that entire
week.by using survey money questionnaire
7.SMART BAZZAR:
 Smart Bazaar formerly 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.
 Founded in 2001, Big Bazaar is one of the oldest and largest
hypermarket chains of India, housing about 300+ stores in over 120
cities and towns across the country. In February 2022, Reliance
Industries took control of over 200 Future group stores and rebranded Big
Bazaar as Reliance's Smart Bazaar Stores.
 Big Bazaar is also the parent chain of Food Bazaar, Fashion at Big
Bazaar (abbreviated as fbb) and eZone where at locations it houses all
under one roof, while it is sister chain of retail outlets like Brand Factory,
Home Town, Central, eZone, etc.
 Company given daily target to interacting with 20 or more customers
daily and collecting feedback from customers. This target is for that entire
week.by using survey money questionnaire

8.DATA ANALYSIS ON COLLECTED RESPONSES –

We have to do a data analysis on collected responses from the customers.

ACHIEVEMENTS: -
 During my time in the Reliance Retail Summer Internship Program, I
successfully achieved the set targets by interacting with customers and
collecting their feedback at various retail formats such as Reliance
Trends, Footwear Reliance Digital, Trends, Reliance Fashion Factory,
Smart point, Smart bazaar and more.
  Each week, I was assigned different stores with specific daily interaction
targets based on the format. For instance, in Reliance Trends and
Reliance Digital, my daily target was to interact with 20 or more
customers and collect their feedback. In Footwear target is 12 , the target
was 18 or more customers daily, while in Reliance Fashion Factory, it
was 20 or more customers daily.

 Throughout the internship, I maintained a positive and amiable

relationship with the employees, ensuring that I didn't interfere with their
duties while efficiently carrying out my responsibilities. This approach
helped create a conducive environment for both customers and staff.

RESULTS AND FINDINGS: -

Based on the data analysis of the collected customer feedback, several key
results and findings emerged from the Reliance Retail Summer Internship
Program. Here are some of the notable findings:

1. Customer Satisfaction Levels:

The feedback data revealed insights into the overall customer satisfaction
levels across different retail formats. By analyzing the responses, it was possible
to identify areas of strength and areas that needed improvement in each store.

2. Product Preferences:
The feedback data helped in understanding customer preferences for
various product categories. This information was valuable for the company to
stock the right products and offer a diverse selection that catered to customers'
needs and desires.

3. Shopping Experience:
The data analysis shed light on the shopping experience provided by
different retail formats. It allowed the identification of factors that positively
influenced customers' shopping experiences, such as helpful staff, organized
displays, and a pleasant shopping environment.

4. Customer Behavior:
 By studying the responses, patterns of customer behavior were observed.
This included information on peak shopping hours, popular product categories
during specific times, and the frequency of customer visits.

5. Customer Feedback Trends:

Analyzing the feedback data helped in spotting recurring themes in
customer feedback. This allowed the company to address common issues and
make necessary improvements to enhance the overall customer experience.

6. Employee-Customer Interaction:
The feedback data also offered insights into the quality of interactions
between employees and customers. This was useful in assessing the
effectiveness of customer service training and identifying areas where staff
could further improve their communication skills.

7. Format Performance:
By comparing feedback data across different retail formats, it was
possible to evaluate the performance of each format in terms of customer
satisfaction and overall experience. This information assisted in refining
strategies for each format to better meet customer expectations.

8. Customer Loyalty:
The feedback data provided an opportunity to gauge customer loyalty and
identify ways to increase customer retention and attract repeat business.

9. Market Perception:
The data analysis helped in understanding how customers perceived the
brand and its different retail formats. Positive perceptions could be reinforced,
while negative perceptions could be addressed through appropriate actions.

METHODOLOGY: -
The methodology used in the Reliance Retail Summer Internship Program
involved a combination of qualitative and quantitative data collection
techniques to gather customer feedback and analyze the results. Here's an
overview of the methodology:
1. Questionnaire Design:
The company provided two types of questionnaires, one for each format.
These questionnaires were designed to capture relevant information about the
customers' shopping experience, satisfaction levels, product preferences, and
suggestions for improvement. The questionnaires were carefully structured to
ensure they covered all the essential aspects of the retail experience.

2. Customer Interactions:
As an intern, you were assigned specific daily interaction targets based on
the format you were working in. These interactions involved engaging with
customers at various retail outlets, such as Reliance Trends, Avantra, Reliance
Digital, and others. During these interactions, you administered the
questionnaires and collected the customers' responses.

3. Data Collection:
The data collection process was carried out in real-time during your
interactions with customers. As customers filled out the questionnaires, you
recorded their responses systematically. The data collection was likely done
through digital means to ensure efficiency and accuracy.

4. Data Management:
After each day's interactions, the collected data was organized and stored
securely. This process involved data cleaning and validation to ensure the
accuracy and consistency of the information.

5. Data Analysis:
Once the data collection phase was complete, the next step was to analyze
the data. This involved applying statistical techniques to identify patterns,
trends, and correlations within the feedback responses. Data analysis tools such
as Excel or specialized software may have been used for this purpose.

6. Findings and Insights:

The data analysis led to the generation of key findings and insights, as
mentioned earlier. These insights were crucial for understanding customer
behavior, preferences, and levels of satisfaction across different retail formats.

7. Strategic Implications:
The findings from the data analysis were then used to inform strategic
decisions. The company could use this information to make targeted
improvements in each retail format, optimize product offerings, enhance
customer service, and tailor marketing strategies to meet customer expectations
better.

8. Continuous Improvement:
The data collected and analyzed during the internship also provided a
basis for ongoing evaluation and improvement. The company could use the
feedback to implement changes and monitor the impact of these changes over
time.

CONCLUSION: -
 In conclusion, the Reliance Retail Summer Internship Program offered
me a valuable and comprehensive learning experience in the modern
retail environment.
 Throughout the internship, I had the opportunity to work across various
retail formats, including Reliance Trends, Footwear Reliance Digital,
Reliance Fashion Factory, Smart point, Smart bazaar and more.
 By interacting with customers and collecting their feedback through well-
designed questionnaires, I successfully achieved the set targets for each
format.
 Overall, I am grateful for the opportunity to be a part of the Reliance
Retail Summer Internship Program. The knowledge and experiences
gained during this internship have not only allowed me to meet the
company's targets but have also provided a solid foundation for my future
endeavors in the retail sector.

BIBILOGRAPHY: -

www.reliance retail.com
www.wikipedia.org
www.google.com
K L UNIVERSITY
EVALUATION OF THE EXECUTIVE TRAINING
FINAL REPORT
SIP -2023

University ID No. : 2201510007 SIP Location : NELLORE

Name of the Student : PRAVEEN R

Name of the Company : RELIANCE RETAIL LIMITED Location : NELLORE
Title : CUSTOMER EXPERIENCE MONITORING INITIATIVE
Faculty Guide : VIMAL D PATEL Company Guide : DR.SUNDARI DADHABAI

Weightage: 20% in aggregate (Faculty Guide 10% + Company Guide 10%)

Sl. Max. Marks
Description
No Marks Awarded
Achieving Goals and Targets: Target, actual results, variance,
1 effectiveness or corrective measures indicated during interim 30
report, learnings on setting targets and time management.
Content: Description of assignments undertaken, company details,
product analysis, competition analysis, SWOT, strategic tools used,
25
objectives, achievements, future outlook of industry/function,
2 learnings from the project.
Quality of Report: Structure of the report, formatting, conformity
to guidelines, spelling, grammar, appropriate language, 10
professional presentation of report.
Planning Efficiency & Implementation: Approach to the project;
overcoming complications; management and organization;
3 reliability and punctuality; individual contribution to the project; 20
identifying and valuing learning outcomes; developing strategies
to meet the contingencies.
Resource Utilization: Tools and techniques used, alternatives
4 considered, efficiency and effectiveness of tools and techniques 10
used, knowledge, skills acquired, learnings from the results.
Compliance to Guidelines: Adherence to company/KLUBS
guidelines, contribution of guidelines/feedback to success of
5 5
project, learnings of leadership and managerial skills
required/used.
Total 0

Remarks, if any

Place :
Date :
Signature :
Name of the Evaluator :
Designation :
SIP Location : NELLORE
K L UNIVERSITY
EVALUATION OF EXECUTIVE TRAINING
FINAL PRESENTATION
SIP-2023
University ID No. : 2201510007 SIP Location : NELLORE

Name of the Student : PRAVEEN R

Name of the Company : RELIANCE RETAIL LIMITED Location : NELLORE

Title : CUSTOMER EXPERIENCE MONITORING INITIATIVE
Faculty Guide : VIMAL D PATEL Company Guide: DR. SUNDARI DADHABAI

Weightage: 10% in aggregate (Faculty Guide 5% + Company Guide 5%)

Sl. Max. Marks

Description
No Marks Awarded
Achievement of targets: Targets assigned; tasks worked on; desired
1 30
outcome; timely completion; variance, if any.
Strategies applied: Understanding of the significance of the work;
2 reporting results of the efforts. 30

Performance: Training effectiveness; carrying out jobs entrusted; success

3 of the efforts; result orientation; delivery of results; reliability; 20
resourcefulness; team work.
Overcoming Limitation: Effective ways of overcoming constraints,
4 10
problems.
Attitude and Conduct: Interpersonal skills; punctuality, discipline and
5 10
sincerity.
Total 0

Remarks, if any

Place :
Date :

Signature :
Name of the Evaluator :
Designation :
SIP Location : NELLORE

K L UNIVERSITY
EVALUATION OF EXECUTIVE TRAINING
CAMPUS PRESENTATION
SIP-2023
 University ID No. : 2201510007 SIP Location : NELLORE

Name of the Student : PRAVEEN R

Name of the Company : RELIANCE RETAIL LIMITED Location : NELLORE

Title : CUSTOMER EXPERIENCE MONITORING INITIATIVE
Faculty Guide : VIMAL D PATEL Company Guide: DR. SUNDARI DADHABAI

Weightage: 10% in aggregate (Faculty Guide 5% + Company Guide 5%)

Sl. Max. Marks

Description
No Marks Awarded
Achievement of targets: Targets assigned; tasks worked on; desired
1 30
outcome; timely completion; variance, if any.
Strategies applied: Understanding of the significance of the work;
2 reporting results of the efforts. 30

Performance: Training effectiveness; carrying out jobs entrusted; success

3 of the efforts; result orientation; delivery of results; reliability; 20
resourcefulness; team work.
Overcoming Limitation: Effective ways of overcoming constraints,
4 10
problems.
Attitude and Conduct: Interpersonal skills; punctuality, discipline and
5 10
sincerity.
Total 0

Remarks, if any

Place :
Date :

Signature :
Name of the Evaluator :
Designation :
SIP Location : NELLORE

K L University
K L University Business School
Summer Internship 2023 - Final Evaluation
Company Guide's Evaluation Form (Report)
S ID Number Name of the SIP Compan Do G& Co QR PEI RU Co
N Compan T n (10 (20 (10 G
Student y Guide E
o y (30) (25) ) ) ) (5)
Reliance Vimal D
1 2201510007  PRAVEEN R            
Retail  Patel   

Signature of Company Guide

Signature of Faculty Guide

Legends

Achieving Goals and Targets: Target, actual results, variance, effectiveness or

G&T (30) corrective measures indicated during interim report, learnings on setting targets
and time management.
Content: Description of assignments undertaken, company details, product
Con (25) analysis, competition analysis, SWOT, strategic tools used, objectives,
achievements, future outlook of industry/function, learnings from the project.
Quality of Report: Structure of the report, formatting, conformity to guidelines,
QR (10)
spelling, grammar, appropriate language, professional presentation of report.
Planning Efficiency & Implementation: Approach to the project; overcoming
complications; management and organization; reliability and punctuality; individual
PEI (20)
contribution to the project; identifying and valuing learning outcomes; developing
strategies to meet the contingencies.
Resource Utilization: Tools and techniques used, alternatives considered,
RU (10) efficiency and effectiveness of tools and techniques used, knowledge, skills
acquired, learnings from the results.
Compliance to Guidelines: Adherence to company/KLUBS guidelines,
CoG (5) contribution of guidelines/feedback to success of project, learnings of leadership
and managerial skills required/used.
DoE Date of Evaluation
 K L University
K L University Business School
Summer Internship 2023 - Final Evaluation
Company Guide's Evaluation Form (Presentation)
 
Ao Tota
S Name of SIP SA Per OL A&
Compan Do T l
N ID Number the Compan (20 (20 (20 C
y Guide E (30 (100
o Student y ) ) ) (10)
) )
220151000  PRAVEE Reliance Vimal D
1            
7 NR Retail  Patel   

Signature of Company
Guide Signature of Faculty Guide

Legends
Achievement of targets: Targets assigned; tasks worked on; desired
AoT (30)
outcome; timely completion; variance, if any.
Strategies applied: Understanding of the significance of the work; reporting
SA (30)
results of the efforts.
Performance: Training effectiveness; carrying out jobs entrusted; success of
Per (20) the efforts; result orientation; delivery of results; reliability; resourcefulness;
team work.
Overcoming Limitation: Effective ways of overcoming constraints,
OL (10)
problems.
Attitude and Conduct: Interpersonal skills; punctuality, discipline and
A&C (10)
sincerity.
DoE Date of Evaluation