Karishma Sharma , Bachelor of Business Administration Dezyne E’cole College, Ajmer

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Karishma Sharma
Bachelor of Business Administration
Dezyne E’cole College, Ajmer
PORTFOLIO MANAGEMENT

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A
Summer Internship Project Report On
Customer Satisfaction Towards
“RELIANCE TRENDS”
Submitted To
Dezyne E’coleCollege
Towards
The Partial Fulfillment
Of 3rd Year of Bachelor of Business Administration
By
Karishma Sharma
Dezyne E’cole College,
106/10, Civil Lines, Ajmer
www.dezyneeole.com

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ACKNOWLEDGEMENT
I, Karishma Sharma, Student of Bachelor of Business Administration third Year of Dezyne
E’cole College, and I would like to express my Gratitude to each and every person who has
contributed and stimulating suggestions and encouragement which really helped me in
successful completion of my project.
I Express my sincere gratitude to Mr. Kapil Shekhawat (Store Manager of Reliance Trends,
Ajmer), and Mr. Dharmendra Jain (Departmental Manager of Reliance Trends, Ajmer) , and
all staff of Reliance Trends, Ajmer.
I also take this opportunity to express my indebtedness to Mrs. Vinita Mathur principal
“Dezyne E’cole College” for her cooperation and affectionate encouragement also thank to
Dezyne E’cole College who provided insight and expertise that greatly assisted the project.
Also, a special thanks to my teacher, parents, and colleagues who have supported me at
every stage.
Thanking You
With Regards
Karishma Sharma

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SYNOPSIS
This Project Was Undertaken As My Summer Internship At Reliance Trends, Vaishali Nagar,
Ajmer During The internship Period Of 45 Days. I Worked On The Topic- “CUSTOMER
SATISFACTION TOWARDS THE RELIANCE TRENDS”.
This Project Is Mainly Focusing On The Operations Of The Retail Sector, Customer
Satisfaction, Customer Services, and Customer Interaction And How To Deal With Them.
The Reason I Choose To Do My Internship From Reliance Trends Is That I Wanted To Know
More About The Retailing Sector And Wanted To Take A Good Experience And To Improve
And Develop A New Set Of Skills And Knowledge So That’s Why I Choose Reliance Trends To
Do My Internship.
The Another reason to choose Reliance Trends for internship is to Improve Knowledge about
Market and to learn the new sets of skills and to experience working at a huge organization
like Reliance Trends.
In This Internship Report I Will Describe My Experiences During My Internship Period. The
Internship Report Contains An Overview Of The Internship Company And The Activities,
Tasks And Projects That I Have Worked On During My Internship.

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CERTIFICATE OF TRAINING

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GRADE SHEET
DEZYNE E’COLE COLLEGE
106/10 CIVIL LINES
AJMER-305001 (RAJ)
TEL-01452624679
This project report of Ms. Karishma Sharma of Bachelor of Business Administration of 3rd
year program of BBA has been graded as_______________________ .
Thanking you
Principal
(Seal and Signature)

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TABLE OF CONTENT
CHAPTER1: INTRODUCTION TO RETAIL
➢ Meaning and definition of retail
➢ Retail in India
➢ Market size of Indian retail industry
➢ Major type of retailers
➢ Top retail companies in India
➢ Reliance in retail
➢ Divisions of reliance in retail
CHAPTER2: INTRODUCTION TO RETAIL INDUSTRY LIMITED
➢ Introduction To Reliance Industry Limited
➢ Types of services
CHAPTER3:-INTRODUCTION TO RELIANCE TRENDS
➢ About Reliance Trends
➢ Mission And Vision and objectives Of Reliance Trends
➢ Product Profile Of Reliance Trends
CHAPTER4: CUSTOMER SATISFACTION
➢ Who Is The Customer
➢ Customer Segmentation Of Reliance Trends
➢ Customer Satisfaction
➢ Customer Services Of Reliance Trends
➢ Kiosk In Reliance Trends
➢ Customer Interaction In Reliance Trends
➢ Swot Analysis Of Reliance Trends
➢ Conclusion
➢ Bibliography

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Chapter-1
INTRODUCTION TO RETAIL

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INTRODUCTION TO RETAIL
MEANING OF RETAIL:
The word “Retail” is derived from French word with the
prefix re and the verb tailer meaning “to cut again”. In
other words, Retail involves the activities whereby product
and services are sold to final consumers in small quantities.
Although retailing in its various formats has been around
our country for many decades, it has been confined for a
long time to family owed corner shops.
DEFINITION OF RETAIL:
Retail is the sale of goods and services to end users, not for resale, but for use and
consumption by the purchaser. It involves the sale of purchase directly to a customer who
intends to use that product. The single point of purchase could be a brick and mortar retail
store, an internet shopping website, a catalog, or even a mobile phone. The retail
transaction is at the end of the chain. Manufacturers sell large quantities of products to
retailers, and retailers attempt to sell those same quantities of products to consumer.
Whole process of retail completes through a Supply Chain:-
The retail supply chain consists of manufacturers, wholesalers, retailers, and the consumers
(end users). The wholesaler is directly connected with the manufacturer, while the retailer is
connected to the wholesaler, and not to the manufacturer.
Here are the roles of the key players in a typical retail supply chain:
➢ Manufacturer: Manufacturers are the ones who are involved in production of goods
with the help of machines, labour and raw material.
➢ Wholesalers: The wholesaler is the one who purchases the goods from the
manufacturers and sells to the retailer in large numbers but at a lower price. A
wholesaler never sells goods directly to the end users.
➢ Retailers: A retailer comes at the end of the supply chain who sells the products in
small quantities to the end users as per their requirement and need.
➢ Consumer: End-user who buys the goods from the retailer for the personal use.

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RETAIL IN INDIA
Indian retail industry is the largest industry in India, with an employment of around 8% and
contributing to over 10% of the country’s GDP. Retail industry in India is expected to rise
25% yearly being driven by strong income growth, changing lifestyles, and favorable
demographic patterns.
It is expected that by 2016 modern retail industry in India will be worth US$ 175-200 billion.
Indian retail industry is one of the fastest growing industries with revenue expected in 2007
to amount US$ 320 billion and is increasing at rate of 5% yearly. A further increase of 7-8% is
expected in the industry of retail in India by growth in consumerism in urban areas, rising
incomes, and a steep rise in rural consumption. It has further been predicted that the
retailing industry in India will amount to US$ 21.5 billion by 2010 from the current size of US
$7.5 billion.
Shopping in India has witnessed a revolution with the change in the consumer buying
behaviour and the whole format of shopping also altering. Industry of retail India which
have become modern can be seen from the fact that there are multi stored malls & huge
shopping centers which offer food, shopping, and entertainment all under the same roof.
Indian retail industry is expanding most aggressively. As a result of this, a great demand for
real estate is being created. Indian retailers preferred means of expansion is to expand to
other regions and to increase number of their outlets in a city. It is expected that by 2010.
India may have 600new shopping centers.
In the Indian retailing industry, food and food products in the most dominating sector and is
growing at a rate of 9% annually. The branded food industry is trying to enter the Indian
retail industry and convert Indian consumers to branded food. Since at present 60% of the
Indian grocery basket consist of non-branded items.
Indian retailing industry is progressing well and for this to continue retailers as well as the
Indian government will have to make a combined effort.
MARKET SIZE OF INDIAN RETAIL INDUSTRY
India ‘s retail market is expected to increase by 60% to reach US$ 1.1 trillion by 2020, on the
back of factors like rising incomes and lifestyle changes by middle class and increase digital
connectivity. While the overall retail market is expected to grow at 12% per annum,
modern trade would expand twice as fast at 20% per annum and traditional trade at 10%.
In 2017, organized retail market contributed 7% at the total sector and unorganised retail
market contributed the rest 93% of the sector.
Online retail is expected to become the world’s fastest growing E-commerce market, driven
by robust investment in the sector and rapid increase in the number of internet users.
Various agencies have high expectations about growth of Indian e-commerce markets.

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Indian e-commerce sales are expected to reach US$ 200 billion by 2026 from US$39 billion
in 2017.
Luxury market of India is expected to grow US$ 30 billion the end of 2018 from US$ 23.8
billion 2017 supported by growing exposure of international brands amongst Indian youth
and higher purchasing power of the upper class in 2 and 3 cities.
The size of modern retail in India is expected to reach US$ 11.25 billion in 2019 from US$
13.51 billion in 2016.
MAJOR TYPES OF RETAILERS
TOP RETAIL COMPANIES IN INDIA
➢ Reliance Retail
➢ Future Group
➢ Trent(Tata Group)
➢ Aditya Birla Retail
➢ Titan Company
➢ Shoppers Stop
➢ The Raymond Group
➢ Avenue Supermarket Limited
➢ Godrej Consumer Products Limited
➢ Provogue
➢ Kewal Kiran Clothing Limited

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RELIANCE IN RETAIL
Reliance Retail Limited is a Subsidiary Company of Reliance Industry Limited. Founded in
2006, it is the largest retailer in India in terms of revenue. Its retail outlets offer foods,
grocery, apparel and footwear, lifestyle and home improvement products, electronic goods
and farm implements and inputs. The company’s outlets also provide vegetable, fruits, and
flowers. It focuses on consumer goods, consumer durables, travel services, energy,
entertainment and leisure, and health and well being products, as well as educational
products and services. It had a total of 3837 stores in April 2018 in India with an area of over
17.7 million square feet across 750 cities, with yearly revenue of over Rs. 690 billion.
DIVISIONS OF RELIANCE IN RETAIL
➢ Reliance Fresh: Reliance fresh is one-stop-shop for
fresh shopping, fresh saving and fresh happiness
and with the three core promises of Fresh
Hamesha, Available Hamesha, And Saving
Hamesha. It provides fresh fruits and vegetable to
dairy, grocery products etc. Reliance retail directly
partners with a large number of farmers and small
vendors in farm-to-fork model. The linkages with the farm has brought about
transformational changes in the quality of life of the farmers as also enhancing the
quality of product, reducing wastage and reducing intermediaries in the value chain
thereby benefiting all.
➢ Reliance Digital: Reliance Digital offers over 200
national and international brands offering a widest
assortment of products spanning across Audio and
Video products, Digital Cameras, Durable like Air
Conditioner, refrigerators, washing machines,
microwave ovens, Water purifier, Kitchen and home
Appliances and many more Electronic Products. It
offers its consumers a delightful shopping experience and help them in bringing
home and latest and best of technology at unbeatable price.
➢ Reliance Timeout: It Is The Lifestyle Store Of Books, Music,
Toys, Gaming, Fragrances, And Stationary. Reliance
Timeout will offers a comprehensive range of products in
these categories along with an attempt to create a
fascinating customer experience with a warm, lively
ambience.

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➢ Reliance Footprints: Reliance Footprint is a leading
specialty family footwear retail chain that caters to
the footwear needs of the entire family. Reliance
Footprint offers widest range of international,
domestic, and reliance owned brands across men’s
footwear, women’s footwear, and kid’s footwear,
handbags, backpacks, luggage, socks, belts, wallets,
and shoes care products.
➢ Reliance Jewels: Reliance Jewels India’s leading fine jewellery retail chain. The first
Reliance Jewels open in 2007 and customers are
assured of the widest range, stunning Design,
guaranteed purity, and a pleasant shopping
experience. It offers traditional gold jewellery
including Kundan polki, Filigree, and Temple that
showcases the legendary design and craftsmanship
of various parts of India right up to contemporary
diamond jewellery and solitaries.
➢ Reliance Trends: It is a specialty apparel store that will sell men, women and kids
garments. The store will carry the best of national and international brands like John
Player, Oxemberg, Peter England, Indigo Nation, Reebok, Wrangler and Lee, apart
from in-house brands. The store layout is to
compliment the evolving taste and preferences
of fashion, giving them an opportunity to view
shop with ease, along with well trained
customer’s service associate, to compliment the
entire shopping process. Reliance Trends is
operation with stores across the country,
providing employment to so many people and
planning to launch many new stores.
➢ Reliance Market: Reliance Retail opened the first
Reliance Market in 2011 and since then reliance
market has grown rapidly with 46 stores serving over
2.5 million member partners. Reliance Market
operates on the principle of ‘less is more’ i.e. ‘buy
for less’- ‘operate for less’ - ‘sell for less’ relying on
higher efficiency of asset utilization and passing on
higher value of customers. Reliance Market enjoys strong patronage of its registered

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member partners by offering them a wide assortment of groceries, home and
personal care products and consumable, general merchandise and apparel, footwear
and home appliances.
➢ Reliance Super: Reliance super offers the home care and
pharmaceutical products, Stationary, Grocery, FMCG,
consumer durables and IT, apparel and accessories and
lifestyle products. Reliance Super stores are to be large
supermarkets with an area of 4,000 to 10,000 sq. ft. and
will not sell fruits and vegetables like Reliance Fresh.
➢ Reliance Wellness: It is a chain of specialty wellness stores that will offers pre-
emptive, curative as well as health and beauty solutions. The store is to add value to
people’s lives, by providing products and services that will proactively work to enrich
people’s body, mind and spirit. It is to house world class products under one roof
and also educate consumers on their health needs,
thus enabling them to take charge of their health. It
will sell international and national brands like H2O,
Neutrogena, Olay, Sports Nutrition, etc. They will
also house alternate medicine, health books &
music. The stores are to showcase Wellness Events,
Seminars, Workshops and Advisory camps on
contemporary wellness issues like diabetes,
hypertension, fitness, diet and nutrition, weight management and skin care.

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Chapter-2
INTRODUCTION TO RELIANCE INDUSTRY
LIMITED

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INTRODUCTION TO THE RELIANCE INDUSTRY LIMITED
Reliance industry limited Founded by
Dhirubhai H. Ambani (1932-2002) the
reliance group is India’s largest private
sector enterprise with annual revenue
$74.5 billion. Reliance Industries Limited is
the flagship company of the group and is
featured in the fortune global 500 list of
the world’s largest corporation for the 10th consecutive year and was ranked 107th in terms
of revenue and 128th In terms of profit in 2013 as per news weeks green ranking 2014, RIL is
India’s greenest and most environment friendly company, ranking 185th among the world’s
largest company. The company has expected rapidly and integrated backwards into various
industry sectors, most notably production of petrochemicals and refining of curd oil. RIL is
the conglomerate headquartered in Mumbai, India and carries out its business activities in
over 50 domestic locations with manufacturing facilities at Allahabad, Barabanki, Dahej,
Hazira, Hoshiarpur, Jamnagar, Nagothane, Nagpur, Naroda, Patalganga, Silvassa and
Vadodara. Our projects and operations help in value creation and the overall economic
development of communities multiple geographies.
Our businesses extend beyond domestic markets with the company having international
presence through subsidiary and associated companies extending across north America,
Australia, Europe, East Africa, Middle East and Asia along with undertaking business activity
in USA, Malaysia, Kenya, Uganda, Rwanda, and Tanzania, we also operate in over 16
international locations and have been involved in exporting to 123 countries across the
world in the FY 2013-14.
With the three key products being transportation fuels, polymer and polyester fiber, are
valued in activities span across production of oil and gas, petroleum refining and marketing,
petrochemical (polyester, Fiber, intermediates, plastics and chemical) textile, Retail and
telecommunication.
TYPES OF SERVICES
Basic types of service offered by the Reliance are in the following manner in the form of
their major subsidiaries:
➢ Reliance petroleum Limited.
➢ Reliance Netherlands.
➢ Reliance Retail Limited.

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➢ Ranger Farms Private Limited.
➢ Retail Concepts and Service Private Limited.
➢ Reliance Retail Insurance Broking Limited.
➢ Reliance Dairy Foods Limited.
➢ Reliance Retail Finance Limited.
➢ Reliance Jamnagar Infrastructure Limited.
➢ Reliance Industrial Investment & Holdings Limited.
➢ Reliance Ventures Limited.
➢ Reliance Strategic Investment Limited.

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Chapter-3
INTRODUCTION TO RELIANCE TRENDS

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INTRODUCTION TO RELIANCE TRENDS
COMPANY: Reliance Retail
SUBSIDIARY COMPANY: Reliance Trends
FOUNDED: 2007
HEADQUARTERS: Mumbai
CHAIRMAN AND MANAGING DIRECTOR: Shri Mukesh Ambani
STORE AT AJMER CITY: Reliance Trends at Cinemall, Vashali Nagar
The Apparel, Luggage and Accessories division
of reliance retail has announced the launch of
their first Apparel specialty store “Reliance
Trends”.
Reliance Trends stores located at Ajmer offer
some of the best Indian and International
brands with each store’s area of more than
9,000sq.ft. Of shopping area, and has been
designed and furnished by the best of the international design agencies to offer a high style
and lavish experience to the Indian consumer.
The store layout compliments the evolving tastes and preference of fashion savy consumers,
giving them an opportunity to shop with ease, along with an army of well trained customer
service associates to compliment the entire shopping process.
Riding on the tremendous success of Reliance Mart at various locations across India, the
apparel division of Reliance Retail is well on track to democratize fashion and make it
attainable to the masses.
This is being possible by the extraordinary design pool of Indian and International designers,
integrating the international design trends and preferences of the Indian consumers.
The company is offering solutions to common maintenance problems through its state of
the art innovative products like Ever White Shirts, Anti Stain Trousers, Wrinkle free range of
garments, aromatic clothes for infants and quick-dry sportswear that ensures optimum
moisture management.
Product quality has been ingrained into the DNA of Reliance Trends and is integral to the
mission of “GRAHAK DEVO BHAVA”. The quality system are designed, implemented and
monitored as per international standards by a highly competent team of professionals.

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To deliver the customer the best value for their money, only those products that
demonstrate an exemplary safety and quality meeting both implicit and explicit needs of the
consumer are approved for purchase.
Some of the quality standards that are being followed are American Association of textiles,
chemists and colorists. American Standard, ISO and BIS methods. For the first time in
organized retail, Reliance Trends is introducing Made to Measure tailoring service offering
customized fits to all the customers buying fabric from the store at prices compatible to
neighborhood tailors.
Reliance Trends is offering a homogenous mix of private label of brands across men’s,
women’s and children’s category to fulfill every customer’s requirements. The Network
range of garments comprises of formal office wear and collection for men adwomen, while
the 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
VISION AND MISSION OF RELIANCE TRENDS
Vision
Democratize fashion; enrich quality of life of Indian households by giving them access to
quality, fashionable clothing at extreme value.
Mission
To be the India’s largest apparel retailer and the dominant player in retail space.
Objectives
➢ To Study The Departmental Parameters, If They Are Qualitative Or Not.
➢ To Study The Problem Faced By Customer At Reliance Trends.
➢ To Study The Role Of Promotional Offer/Scheme In Customer Satisfaction.
➢ To Study The Services Quality Offered By Reliance Trends.
PRODUCT PROFILE OF RELIANCE TRENDS
1. Men’s Department
2. Women Department

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3. Kid’s Department
1) Men’s Department: On the first floor of the store is heart and soul designed area where
the store offers Men’s dresses in a large variety, divided into various sections such as,
➢ Formal Wear:It includes all types of formal wears of both Private level and external
brands products like shirts, Trousers etc. Brands are include like-
a) Network (Internal Brand)
b) Peter England (External Brand)
c) Oxemberg (External Brand)
d) John Player (External Brand)
e) Vimal (External Brand)
f) Ajio (Internal Brand)
➢ Casual Wear:It offers a variety range of casual wears that matches with the style
of modern world. Available Brand such as-

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a) Netplay (Internal Brand)
b) Teamspirit(Internal Brand)
c) Duke (External Brand)
d) Classic Polo (External Brand)
e) Flying Machine (External Brand)
f) Ajio (Internal Brand)
g) Dnmx (Internal Brand)
2) Women’s Department:On the ground floor of the store is heart and soul designed place
where the store offers women’s dresses in large variety, divided into various section
such as,
➢ Ethnic Wear:In this segment of dresses the store offers a variety and large
collection of traditional dresses as on the 21st century. In this section the customer
can find Dresses like ANARKALI, Kurtis, Salwar suit etc. It includes brands like-

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a) Avasa (Internal Brand)
b) Fusion (Internal Brand)
c) Aurelia (External Brand)
d) Ajio (Internal Brand)
➢ Western Wear:It is the section where the highest variety of dresses is available. In
this segment customer are offered with modern, trendy dresses, here is this section
also reliance retail ltd has got some IN-HOUSE and EXTERNAL BRANDS. It includes
brands such as-
a) Dnmx (Internal Brand)
b) Rio (Internal Brand)
c) Fig (Internal Brand)
d) Teamspirit (Internal Brand)

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3) Kids Department: In this section the great range of kids wear is offered. It has got a
collection of boys and girls both from the products of both In-house and External
Brands. It includes the brands like-
a) Frendz (Internal Brand)
b) Team Spirit (Internal Brand)
c) Dnmx (Internal Brand)

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Chapter-4
CUSTOMER SATISFACTION

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CUSTOMER SATISFACTION
WHO IS CUSTOMER?
A customer is an individual or business that purchases the goods and services produced by
the business. Attracting customer is the primary goal of most of the public-facing
businesses, because it is the customer who creates demand for goods and services.
WHY CUSTOMER IS IMPORTANT FOR ANY BUSINESS?
Customer is important for every business because without customer we don’t have any
business, the success of every business enterprises depend on him (he is the foundation of
any business success). So it the responsibility of the business to identify and meet the needs
of the customer. After considering the importance of customer, the businessmen take a
step that how to choosethe customer.
Through the help of customer segmentation the businesses can identify/choose their
customersto target from the entire market so that they can produce a product according to
the needs, wants and the demands of the customers. The customers choose by the business
on the basis of customer segmentation model which includes:
➢ Geographical: In this type of segmentation people are divided on the basis of
geography. Your potential customers will have different needs based on the
geography they are located in.
CUSTOMER
SEGMENTATION
MODEL
•Geographic
•Demographic
•Psychographic
•Behavioural

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➢ Demographic: The customers can alsochoose by studying the demographic factors
in the customer segmentation model:-
• By dividing the customers into different age groups, business can find their target
customers.
• By target a particular gender.
• By analyzing the income level of the customer.
• Target the customer on the basis of their occupation.
• Target the customer on the basis of highest academic qualification.
• Target the customer on the basis of language (not) spoken or written.
➢ Psychographics: Psychographic segmentation is the segmentation which divides the
market on the basis of some principles such as values, social class, and personality.
To properly segment the market based on psychographics, marketers must really
takes the time to get to know their current and past customers. This includes clearly
defining the ideal customer persona for the product or service and developing
relationship with the customer base. This segmentation Is targeting those customers
who are budget conscious.
➢ Behavioural: Behavioural segment is the practice of dividing the consumers into
groups according to any of the following attributes:
• On the basis of the usage pattern of the consumers. Parameters may include
volume, time distribution etc.
• On the basis of the likes and dislikes of the customer based on their past
behaviour.
• By the interest of the customer on the purchases, downloads, browsing history,
and the topics of the various information channels.
• On the basis of spending patterns.
• On the basis of the mode of payment the customer prefers. Some options may
be cash payments, credit or debit cards, etc
• On the basis of loyalty of the customers. Whether they tend to sick to a brand or
keep on switching.
CUSTOMER SEGMENTATION IN RELIANCE TRENDS
➢ Reliance trends target upper middle class and higher class customers.
➢ Reliance trends especially targets working women and home markets who are the
primary decision maker.
➢ The large and growing young working population is a preferred customer segment.

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➢ Reliance also target the young population of the country as they will follow fashion
mostly and reliance promotes itself as the Indian’s largest fashion destination.
CUSTOMER SATISFACTION
Customerv satisfaction is a termfrequently used in
marketing. It is a measure of how products and
services supplied by a company to meet or surpass
customer expectation. Customer satisfaction is
defines as “the number of customer or percentage
of customers, whose reported experience,with a
firm, its products, or its services exceeds specified
satisfaction goals.
WHY CUSTOMER SATISFACTION?
➢ Customer is the king of the market.
➢ Customer dictates the market trends and direction.
➢ The organization is dependent on the customer and not the other way round.
➢ The satisfied customers will help in bringing the new customers by the “word of
mouth”.
HOW TO ENSURE THE CUSTOMER SATISFACTION
➢ Surveys
➢ Customer feedback
➢ Comparison with alternatives
➢ Employees feedback
CUSTOMER SATISFACTION TOWARDS THE RELIANCE TRENDS
In present scenario, customer satisfaction is the important marketing strategy in global
business competition. An organization strategy that combine all of its marketing goals into
one comprehensive plan, where a good marketing strategy will be drawn from market
research and focus on the right product mix in order to achieve the maximum profit with a
potential customer and sustain business. Customer satisfaction is the activity that a selling
organization undertakes in order to maintain customers as their assets. The study is mainly
to identify what the customers is expecting from Reliance Trends and what are the
measures needs to take to satisfy the customers.

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Some Points Should Be Considered In Reliance Trends To Attract The More
Customers And Feels Them Satisfied:-
➢ All Garments should be arranged according to their sizes so that the customer can
easily search the Garment in which size they want.
➢ All the Garments should be ironed.
➢ All Garments should be kept or hanged according to the colour wise and pattern
wise.
➢ Merchandise should be hanged in same hangers in each section.
➢ Garments should be replaced time to time from their existing places.
➢ Feedbacks of the customers should be taken so that they can feel special. Through
this, we can know about their demands and to also know that whether they are
satisfied or not and why (to buy that particular merchandise).
After segmenting their customer and after studying why customer satisfaction is important,
the reliance trends made merchandise according to their targeted customer and provide
them some service to satisfy.
CUSTOMER SERVICES
Customer services are the provision of services to
customers before, during and after a purchase. In the
other words, customer services are a series of activities
designed to enhance the level of customer satisfaction-
that is, the feeling that a product or service has met the
customer expectation.
Customer services play an important role in an organization’s ability to generate income and
revenue. From that prospective, customer services should be included as part of an overall
approach to systematic improvement. A customer service experience can change the entire
perception of customer has of the organization. It is important varies by product, industry
and customer; defective or broken merchandise can be exchanged, often only with a receipt
and within a specified time period.
Reliance trends will often have a desk or a counter devoted to dealing with returns,
exchanges and complaints, or will perform related functions at the point of sale; the
perceived success of such interactions being dependent on employees “who can adjust
themselves to the personality of the guest”.

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OBJECTIVES OF CUSTOMER SERVICES
➢ Usecustomers’complements, complaints, and comments to drive improvements to
service.
➢ Enable our customers to provide feedback easily, through complaints, customer
surveys etc.
➢ Minimize incidents of repeat calls.
➢ Provide customers and staff with clear standards and expectations.
➢ Provide a prompt, courteous, and knowledge response to all customer enquiries.
➢ Improve the speed, quality, and consistency of response to enquiries by having our
information in a format that can be easily accessed.
CUSTOMER SERVICE DESK IN RELIANCE TRENDS
Customer service desk is the place where customer can exchange their products by
collecting credit note. Not only that but customer service desk’s personal, also takes the
responsibility in customers satisfaction service by the lots of requests from the customer.
Customer’s relationship is pretty much needed job in today’s competition. The important of
customer satisfaction is being observed in many of the industries (e.g. Banks, Hospitals etc.)
focusing mainly on customers relationship programs now days. In reliance trends customer
service desk is not only for issuing credit note or exchanging the any merchandise rather it is
useful for giving information to customer which she/he required about whole store.
It also provides the following services to their customers:-
➢ Exchange policy services for customers
• Validity of credit note – 90 days.
• Credit note has to be utilized at any of the trends store.
• Exchange merchandise should be accompanied with the transaction bill.
• Carry out through check before accepting garments for exchange.
➢ Reliance gift card
• Valid for one year from the date of issue.
• Minimum of Rs. 500 and maximum of Rs.50000 can be loaded.
• Can be used any number of times within a year only for the loaded amount.
• Once the loaded amount is depleted, no more top up can be done.
• Can be used across all Reliance Retail Formats
➢ Alteration services
• To help customer get the right fit that they desire by altering the garment
slightly.

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• Garment bought from any reliance trends store can be altered at any reliance
trends store.
• Re-alteration can be done till customers are satisfied.
• Alteration to be done only after billing the garment ad filling the alteration
slips with customer details and signs
CUSTOMER TOUCH POINTS IN RELIANCE TRENDS
➢ At Car Parking
➢ At the store Entrance
➢ At Inside the store
➢ At the Trail Room
➢ At the cashier
CONVERSION TECHNIQUES IN RELIANCE TRENDS
➢ Encourage trial
➢ Hand over shopping bags when customers enter
➢ Announce messages by highlighting offers
INTRODUCTION TO
• woven fabric
• no fusing
• no embroidery at end
• double belt waist bottom
These
Merchandise
Can Be
Altered
• knitted fabrtic
• fused
• embroidery at end
• single waist belt bottom
These
Merchandise
Can't Be Altered

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WHAT IS KIOSK?
A kiosk (pronounced KEE-ashk) is a small free alone
standing physical structure that displays information or
provides a service. These kiosks are frequently used in
shopping malls for buy anything or in busy city streets
with significant foot traffic.
USE OF KIOSKS IN RELIANCE TRENDS
Kiosk is a touch screen and automatic barcode scanner
which helps to provide services to the customers in
Reliance Trends stores and it is provided in order to shop
online at store by the customer.
Customers using KIOSK include:-
➢ Customers who did not get the right sizes in the store.
➢ Customers who are wanted to looking more options.
The importance of KIOSKS in providing customer satisfaction involves:-
➢ Finding right sizes and more new styles options in store.
➢ Because kiosks help them to browse complete range.
➢ Providing services to the customers when the products are out of stock whatever
they want, so they can easily find that product on it and buy.
KIOSKS are going to be the future of retail as currently they are just an option for non-
availability of products in the stores but soon the customers will adopt it and major sales
will come from KIOSK systems, especially the means of payments. Following are the ways in
which the KIOSK systems are supporting the Reliance Trends.
➢ By providing a kiosk service, Reliance Trends create the “experience of Omni
channel” for their customers in the store and the most of the customers are
considered satisfied from the both offline and online (Omni channel) services at one
place.
➢ Kiosk helps the stores to get ready for “Future of Retail” because the Retail sector is
becoming change day-by-day.
The future customers are going to adopt the system but for that, Reliance has to inform the
customers about it. It should tell the customers about the benefits involved in using it.

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CUSTOMER INTERACTION
AGES……..For Dealing Customers in Reliance Trends
Approach: Move away from tired old fashioned ways of approaching customers andbuild an
instant relationship that will increase retail sales. Think about the increased sales you and
your sales team could make if you could get more of your retail customer talking to you.
Greeting: In every store of reliance trends employees greet the customers by wishing
“NAMASTE”. This is the simple strategy of reliance trends to link more & morecustomer
with their store.
Eye Contact: “Eye contact can be the difference between seeming aloof and a new
friendship”.
• Respect
• Interest
• Appreciation
• Understanding
Smile: “A smile is a universal sign of happiness.” It is always essential to have asmile on the
face while interacting with the customer.
SWOT ANALYSIS OF RELIANCE TRENDS
It is important for any business to survive; they have to analyze their strengths and
weaknesses and their opportunities and threats. Here is the SWOT analysis of Reliance
Trends.
Strength
➢ Value for money
➢ Understanding the customer needs
➢ Ultimate offer (offer for the whole year)
➢ Coupons, Voucher
➢ Lower Price
➢ Promotional Products
➢ Good Quality

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Weakness
➢ Not Much Collections
➢ Lack of Awareness
➢ Repeated Collections
Opportunities
➢ Removing the Products Which Are Not Selling Much
➢ New Products: Expanding Beyond Clothing to Include More Shoes, Handbags
➢ Catalogues
Threats
➢ There Is A Competition from Stores Like Life Style, Pantaloons, Shopper’s Shop Etc.,
➢ Many New Stores Have to Open

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CONCLUSION
In my 45 day of Summer Internship in Reliance Trends. After working in the store of
reliance trends as an intern. It is observed by me that it is a good brand. It has given me an
opportunity to know about all the activities of the store. And I have learned various
activities and functions which carried out at all the levels of store. It has good customer
loyalty and it helps to attract a large number of new customers. It also offers its customers a
unique shopping experience by offering few brands.
It is observed that Customers seemed to be happy when it came into the store and see the
layout of the store and the merchandise, cleanliness of the store and also by the offers
available for them which gives them a good value for their money.
Consumer have high expectation from reliance trends regarding pricing of merchandise,
they expect good collection of cloths at much cheaper price. It is observed by me that it is
easy to bringing the customer into store but once they enter into the store, it is the
responsibility of the store staff that they should provide them a great experience of service
so that they came back in store.It helps to increase the footfalls in the store and A lot of
awareness programs may also help in getting better footfalls.
I also learned during my internship that how to Deal with different types of customers,
improvement in Observation Skill,learning Consumer Behaviors, learning about Different
merchandise,making corrective decisions.
The future of reliance trends indeed seems to be bright and it should continue to do well as
seems apparent from the response of the customer.

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BIBLIOGRAPHY
➢ www.google.com
➢ www.reliance.com
➢ www.reliancetrends.com
➢ www.wikipedia.com