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Understanding Retail: From Operations to Customer Service

Explore the world of retail, from purchasing goods to promoting loyalty schemes. Learn about different retail formats, FMCG products, and customer query handling methods. Dive into various team structures and the essence of organized retail operations.

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Understanding Retail: From Operations to Customer Service

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  1. Retail

  2. Retail is the sale of goods and services from individuals or businesses to the end-user. • A retailer purchases goods or products in large quantities from manufacturers directly or through a wholesale, and then sells smaller quantities to the consumer for a profit. Retailing can be done in either fixed locations like stores or markets, door-to-door or by delivery.

  3. “Retailing includes all the activities involved in selling goods or services to the final consumers for personal, non business use”

  4. Retailer • Definition: One who sells goods or commodities directly to consumers. These items are purchased from the manufacturer or wholesaler and sold to the end user at a marked up price. • Also Known As: Merchant • Examples: • Wal-Mart is a well-known large chain retailer. Another example of a retailer would be the small family-operated pharmacy on the corner.

  5. Retail Categories • Unorganized Retail: Examples:- selling vegetables, fruits, food items, plastic items, utensils, small furniture, clothing, etc. Organized Retail: Example:- Big Bazaar, Westside, Titan, Reliance Trends and Star Bazar, etc. Examples of MNC brands in retail are Lifestyle, Nike, Staples, Marks & Spencer, Kati Zone, Cafe Coffee Day and Au Bon Pain, etc.

  6. The focus of this course is on organized retail operations, such as:

  7. Types of Retail Outlets

  8. Classification Based on Ownership:- • Independent Retailer • Corporate Retail Chain • Franchising • Leased Departments Retail Formats and Classification

  9. FMCG Products • Example: Categories • Detergents • Foods and Beverages • Personal Product • Lifebuoy • Breeze

  10. LUX • LIRIL • DOVE

  11. Mass Fabric Wash Premium Fabric Wash

  12. PROMOTION OF LOYALTY SCHEMESTO MemberS

  13. Storefront Window Displays • Showcase Displays • "Found-Space" Displays

  14. Methods of Handling Member Query • Listen • Empathize • Offer a Solution • Execute the Solution • Follow-up

  15. Types of Teams • Problem solving teams • Self-managed Teams • Cross-functional teams • Virtual Teams

  16. THANK YOU

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