shopper stop service mktg

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Presented by- Ms. Rashiqa Roll no – 2 Mr. Sabir Roll no – 9 Mr. Azimuddin Roll no –10 Mr. Zafaruddin Roll no – 7 MMM 3rdyear 1st Sem SERVICE MARKETING

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Shoppers' Stop Limited is a chain of Retail stores in India owned by K. Raheja Corp. Group - The Company houses a host of many international & domestic brands across various categories such as apparel, accessories, cosmetics, home & kitchenware as also its own private brands. SS started in 1991 with its first store in Andheri, Mumbai. With a Gross Retail Turnover of Rs. 8996 million, Shopper's Stop has become the highest benchmark for the Indian Service Industry. HISTORY AND GROWTH

VISION AND MISSION STATEMENT : 

VISION AND MISSION STATEMENT " To be a global retailer in India and maintain its No. 1 position in the Indian market in the Department Store category." “Nothing but the best“.

ORGANIZATION STRUCTURE : 

ORGANIZATION STRUCTURE MD CEO HR Operation B&M Finance Business Initiative

PRODUCT MIX : 

PRODUCT MIX Identified the need for and created a suite of brands that reflect Styles, International Class and Fashion. Private Brands have been introduced and developed after a careful analysis of Customer Requirement.

PACKAGING : 

PACKAGING The previous carry bags of Shoppers Stop had the previous logo while the new carry bags which are being widely distributed have the company symbol on it. The company has also brought out collectible shopping bags for selective distribution with different themes and launched the first in the series based on the theme 'Fashion through Ages'.

PRICE : 

PRICE Shoppers Stop follows Premium Pricing Strategy that includes selling of High Quality Products.

PLACE / LOCATIONS : 

PLACE / LOCATIONS

PROMOTION : 

PROMOTION Communication Strategy-Reaching out to the customers in their own style and language E.g.- The first Shoppers Stop store in Lucknow was named “Tehzeeb”. Organizes major Promotional Events from time to time e.g. “Fly to Santa Land”, “Gear up for the school” and “Salwar Kameez Dupatta Exchange” etc. Organizes Local Festivals like Durga Puja in Kolkata, Onam in South and Dhanteras in North & Ganesh Chaturthi in Maharashtra.

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High end value added services like Café, Book Store, Expresso Hair Saloons, Child Play area & Free gift wrapping. After sales services are prompt if goods sold are found to be damaged, when unused. Excellent ambience, capsule lift, free & valet parking facilities. Extended value added facilities for premium first citizen members like free movie tickets, special preview of sales, sms alerts and reminders through e-mails.

PRINT ADVERTISMENTS : 

PRINT ADVERTISMENTS

OUTDOOR HOARDING : 

OUTDOOR HOARDING

SALES PROMOTION : 

SALES PROMOTION GIFT VOUCHERS VARIOUS FESTIVE OFFER FIRST CITIZEN MEMBERSHIPCARD EXCLUSIVE OFFERS FOR LIMITED PERIOD SALE OF HERITAGE VALUE GOODS IMPORTS & AVAILIBILITY OF BRANDED GOODS

GIFT VOUCHERS : 

GIFT VOUCHERS Shoppers Stop offer Gift Vouchers of denomination ranging from Rs 250 to Rs 5000.

FESTIVE OFFERS : 

FESTIVE OFFERS

LOYALTY PROGRAM : 

LOYALTY PROGRAM The name "First Citizen" reflects their commitment to offering their customers the ultimate shopping experience. As a First Citizen, customers shopping experience becomes even more enjoyable with: Reward Points for every time you shop at Shoppers Stop. Exclusive benefits & privileges. Exclusive offers ever so often . Updates on what you can look forward to shop for at Shoppers Stop. Exclusive cash counters at Shoppers Stop so you can spend more time shopping than waiting in a line.

STORE AMBIENCE : 

STORE AMBIENCE Shoppers Stop Ltd. Stresses on Class, Comfort, Convenience where ever it is located. Shoppers Stop Ltd. not only concentrates on the location of the stores but also emphasizes on the ambience and service excellence. Shoppers Stop is Indian largest chain of Super Stores with an aggregate acquired area of 11 lakh sq. feet.

TECHNOLOGY : 

TECHNOLOGY Focused on leveraging investment and upgrading and revamping existing technology. Deploying Warehouse Automation application along with the multi-purpose handheld devices to enhance efficiency in supply chain. Deployed Microsoft Technologies for reliable communication platform. Setting up a Disaster Recovery Plan for critical application systems.

POSITIONING : 

POSITIONING Shopper Stop positions itself as a Global premium Retail & Service outlet. Shoppers’ Stop is positioned as a family store delivering a complete shopping experience under one roof.

PRIVATE LABELS : 

PRIVATE LABELS

SERVICE MIX : 

SERVICE MIX TARGET AUDIENCE: Males and Females,Age-15-44yrs, High ownership of cars and consumer durables. Evolved Indian who is open to new experiences. CREATIVE STRATEGY: Bringing alive the international experience by communicating that Shopper's Stop is their Passport for seeing the Seven Wonders of the World. MEDIA STRATEGY: Taking the strategy of 'enveloping the consumer' with communication on TV, Press, Hoardings and Radio. Also Point of sale and Direct marketing & PR to complete the 360 degree effect.

PHYSICAL EVIDENCE : 

PHYSICAL EVIDENCE

FUTURE PLANS : 

FUTURE PLANS Increasing the Geographical Reach. Partner with Foreign Players so as to expand globally.

SUGGESTIONS : 

SUGGESTIONS Improvisation in communication skills of the staff would be an appreciative step in this regard. 24x7 helpline services should be there for customer who are unable to reach the store. More store outlets/franchise in south Mumbai would mean greater business.

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Exchange of damaged goods through home delivery or courier services would provide them an added edge over other departmental and home stores.