INTERVIEW OF MANAGER at Retail Outlet In Dehradun (Business Communication)

1. INTERVIEW
OF
MANAGER
at
Retail Outlet In Dehradun
(Business Communication)
Submitted to: Submitted by:
Mrs.Rekha Verma Suyash Jain
(Department of Communivation) Raghav Agarwal
(BBA-Retail Management)

2. Acknowledgement
Every project big or small is successful largely due to the
effort of a number of wonderful people who have always
given their valuableadvice or lent a helpinghand.
We sincerely appreciate the inspiration; support and
guidance of all those people who have been instrumental
in makingthisproject a success.
We (Suyash & Raghav) the students of UPES (BBA-Retail
Management), would like to express our special thanks of
gratitude to our teacher Mrs.Rekha Verma, who gave us
the golden opportunity to do this wonderful work of
taking Interview of Manager of Retail Outlet, which also
helped us in doing a lot of Research and we came to know
about so manynew things. We are reallythankful to her.
We would also like to thank the manager of Big Bazaar
who spare his precious time and help us in collecting data
without which this project would not have been possible.
Last but not the least we would also thank all our friends
for their support during the preparation of this
assignmentwork.

3. Company Profile of Big Bazaar
Big Bazaar is the largest hypermarket chain in India. As of June 2, 2014 there are
214 stores across 90 cities and towns in India covering around 16 millionm2 of
retail space. Big Bazaar is designed as an agglomeration of bazaars or Indian
markets with clusters offering a wide range of merchandise including fashion and
apparels, food products, general merchandise, furniture, electronics, books, fast
food and leisure and entertainment sections.
HISTORY
Big Bazaar was introduced by the Future Group in September 2001 with the
opening of its first four stores in Kolkata, Indore, Bangalore and Hyderabad within
a period of 22 days.
Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format
selling apparel, cosmetics, accessories and general merchandise. Over the years,
the retail chain has included in its portfolio a wide range of products and services,
ranging from grocery to electronics.
The current retail formats of the Future Group include Big Bazaar, Food Bazaar,
Electronic Bazaar and Furniture Bazaar. According to Kishore Biyani, the
inspiration behind this entire retail format was from Saravana Stores, a local store
in T. Nagar, Chennai. Big Bazaar is popularly known as the ‘Indian Wal-Mart’
today. In 2006, further changes in loyalty marketing took place with the launch of
the housewife-centric credit card, Shakti. Jewellery store ‘Navaras’ was also
launched that year within Big Bazaar stores which became the first store-in-store
concept to be launched by the brand. Another dedicated retail format launched in
2006 is Furniture Bazaar.

4. On successful completion of 10 years in the Indian retail industry, in 2011, Big
Bazaar came up a new logo with a new tag line: "Naye India Ka Bazaar.
In 2012, Big Bazaar signed a multi-million dollar deal with Cognizant Technology
Solutions for the development of an IT infrastructure, encompassing Future
Group’s entire network of stores, warehousing and data centers.
Recently, Big Bazaar announced its plans to add more retail services to its
portfolio such as grinding, de-seeding and cutting of fruits and vegetables.
Founder Board
Kishore Biyani
Group CEO, Future Group
RakeshBiyani
Director, Future Group
Vijay Biyani
Director, Future Group
Anil Biyani
Director, Future Group
Sunil Biyani
Director, Future Group

5. GEOGRAPHICAL AREA
 Today big bazaar has succeeded in increasing its geographical
extent up to heights
 There are around 214 stores around 90 cities and towns in
India covering around 16 million sq. ft. of retail space.
 At least 35000 of employees working within the whole retail
outlets (big bazaar).
 Its headquarter is situated at Mumbai, Maharashtra.
 In 2002 food bazaar became the part of big bazaar which was
first launched at Mumbai outlet
 It has connected with around 30000 small and medium
manufacturer and entrepreneur with around 20 million people
visiting its stores.
 It has partnered with Disney to mark up his sale.
 Finally, it has started the outlet for fresh fruits and vegetables.
FINANCIAL PERFORMANCE
 Financial position of big bazaar is balanced.
 The whole fund is distributed by the main branch of that state.
 With every successive year they have increased their sale and
profit volume.
 They have made sales up to and generated around
11500 cores (US$1.8 billion) cores (in 2014) (Big Bazaar and Food
Bazaar combined)
 It holds a good liquidity and EPS (Earning per share).

6. VISION
“Future Group shall deliver everything, everywhere & every time for every
customer in the most profitable manner”
MISSION
 We share the vision & believe that our customers & stakeholders shall be
served only by creating & executing the future scenarios in the
consumption spaceleading to economic development.
 We will be the trendsetters in evolving:
 delivery formats
 Creating retail reality.
 Making consumption affordable for all customer segments –for
classes & for masses.
 We shall infuse Indian brands with confidence & renewed ambition.
 We shall be:
 Efficient
 Costconscious
 Committed to quality in whatever we do.
 We shall ensure that our positive attitude, sincerity, humility & united
determination shall be the driving force to make us successful.

7. Interview of Manager of Big Bazaar
1.Raghav-What do you feel are the basic qualities that a retail
store manager should have?
Manager-According to me a retail store manager needs to be a great
leader, must be able to make quick decisions, good in communication,
able to train and develop a staff and also other managers to become
better in their fields. A manager needs to manage others, according to a
planned strategy. It is a big responsibility with many skills required.
2. Raghav-What is the importance of communication in a retail
store?
Manager-No task can be performed without communication. Without
being able to communicate properly you can forget about the rest of
things. Communication within an organization is key elements
responsible for its success. Better communication in an organization
brings following results:
Boosts up the confidence level of the employees
Better productivity
Better Employee relationship
Better communication helps in implementing changes easily
3. Raghav-Being a manager what is your main task?
Manager- As a manager I am similar to the proprietor of a store and has
many responsibilities as compared to the other employees. In Big Bazaar
my main task is to overlook the promotion work and also to manage
proper inventory in the store. Other tasks are to have a daily basis check
on the working of my subordinate managers.

8. 4. Raghav-Sir tell us a bit about yourself & about your work &
your work experience in this field?
Manager-I am Mr. Gautam Thappa and I am from Dehradun. I have
done my MBA in Marketing. I started my job career in Hyderabad &
there I worked 3 years. Then I got job in Easy Day as an assistant
manager and worked there for more than 1 year. Then from past two
years I am working with Big Bazaar (Dehradun) & presently I am the
Head Store Manager. I am also undertaking the work of marketing &
visual marketing of Big Bazaar.
5. Raghav-If any employee has some new idea how they
communicate the idea to you.
Manager-If any employee has some new idea to share then he has to
follow the hierarchy process:
6. Raghav-What are the various tools that you use for an
effective internal communication?
Manager-For communication within the Big Bazaar we use to have
regular department meetings. We also have a culture of monthly
meetings where all the ideas and problems of employees are discussed.
We also organize weekly small group meetings of employees and floor
managers. Other tools for internal communication are e-mails, blogs,
internal newsletters etc.
Store
Manager
Assistant
Store
Manager
Employee Employee
Floor
Manager
Employee

9. 7. Suyash-How do you deal with an irate customer? Many time
there may be some irate customer how do you deal with them?
Manager- Customers get rude or angry for a variety of reasons some
justified & some non-justified. When a customer starts yelling or being
otherwise rude, there is nothing to be gained by responding in a similar
manner. We remember one thing that the customer is not angry with us,
they are displeased with the performance of our product or the quality of
the service we provide.
We first try to listen to customer by paying attention towards their
problem. After that we apologize for it whether it is our mistake or not
because we don’t want to lose our customer. We simply say “We are
sorry you’re not happy with our product. Let’s see what we can do to
make things right.” Then we try to find the solution of the problem of
the customer & ask him what he feels should be done or put forward our
own fair and realistic answer to the problem. In most of the cases we
have provided solution to the problem and customer gets some degree of
satisfaction.
8. Suyash-How do you communicate with your employees? Is
there any face to face communication or any indirect channel?
Manager-I have many other managers who are my subordinates and I
interact with them face to face. We have a direct channel of
communication between managers. I don’t communicate directly with
employees. We use to have Floor managers that communicate directly
with employees. If any employee has some problem which can’t be
resolved by my subordinates then I have a face-to-face communication
with that employee.

10. 9. Suyash-Is there any reward or allowance for those employees
or sales person who communicate and attract customers for
bulk purchase of products?
Manager-Yes there are rewards. From my past experience in this field I
know rewards or allowances are necessary to motivate employees
towards work. We maintain records of all the employees and on the
basis of that we have-“Employee of the Month” award. In form of
allowances we gave movie tickets & other non-cash incentives. If any
employee sale 100 products in bulk then he receives some type of
incentives. Other allowances are in form of cash rewards, some
consumer durable goods etc.
10. Suyash-Which tools do you propose should be used for
communication during crisis?
Manager-If any crisis occurs then there should be rapid communication.
Tools which can be used for communication during crisis are:
Direct Calling E-mails
Instant Message Videos
Executive BlogDirect communication with manager
 Addressing large groups of employees.
11. Suyash-What medium do you & other managers adopt to
give instructions?
Manager-We mostly use every type of medium to give instructions. We
use both verbal & written communication. We also make use of
electronic media like e-mails, messaging, social media, executive blogs
etc. Weekly letters or personal letters are also used to carry out
instructions to employees. We adopt every type of medium which makes
our work easier.

11. AWARD
2015
 DQ Live BusinessTechnological Award
 Digital Transformation Czar
 Best Retail ShoppingDestination Award
 Indian IndustrialDevelopmentAward
 BusinessLeadership Award
 Most Admired food &Grocery Retailer of the Year
2014
 Best performingStrategic Partner
 Prestigious 7th Coca cola Golden Spoon Award
 Supply Chain Personality
 Indian E- Retail Award
2013
 Best Run Award
 EMC Transformation Award
 The Global Innovation Award
 RuralMarketingAssociation of India‘s Corporate Award
 Indian E- Retail Award
2012
 Image Fashion Award
 CISO Award
 ET Retail Award
 Recognition by CMOCouncil, USA and CMOAsia