SUMMER INTERNSHIP REPORT ON

“ONLINE RETAILING CHALLENGES AND OPPERTUNITIES”

1879, Churh Road, Berhampur

Submitted by:
Ch Swati Patro
REGISTRATION NO. 2006284008

Under the guidance of

Prof. Sayed Isharul Hasnain

INTERNAL GUIDE Mr. Kishore Kumar Swain
(Store Manager)
EXTERNAL GUIDE

In Partial Fulfilment of award of the degree

Of

MASTER OF BUSINESS ADMINSTRATION (MBA)

ASTHA SCHOOL OF MANAGEMENT

 BHUBANESWAR

DECLARATION

I hereby declare that the Summer Internship project entitled “ONLINE RETAILING
CHALLENGES AND OPPERTUNITIES” submitted by me as a partial fulfilment for the
award of Masters of Business Administration (MBA) to Astha School Of
Management, BBSR is original and genuine work carried out by me.

Place: Bhubaneswar Name: [Link] Patra

REGISTRATION NO. 2006284008
 ACKNOWLEDGEMENT

Apart from my own efforts, the success of any project depends largely
on the encouragement and guidelines of many others. I take this
opportunity to express my gratitude to the people who have been
instrumental in the successful completion of this project.
I would thank the entire Management of Reliance Trends Limited for
giving me the wonderful opportunity to work on a 45 days internship
project in their esteemed organization.
I am highly obliged to Mr. Kishore Kumar Swain, Store Manager for
giving me this project and guiding me throughout my summer
internship research. His encouragement, time and effort motivated me
to work sincerely in this project.
I would also like to thank Prof. Sayad Isharul Hasnain, Assistant
Professor ASM, BBSR, for their kind cooperation and providing me
with the academic support.
I would like to thank my project faculty guide Prof. Sayad Isharul
Hasnain ASM, BBSR for his constant follow-up, support,
encouragement and guidance to complete this project within the
allotted time frame.
Place: Bhubaneswar Name: [Link] Patra
REGISTRATION NO. 2006284008
 CONTENTS

Chapter No Title

1. Introduction

2. Company Profile

3. Online retailing challenges

& oppertunites
4. Promotional Activities of Reliance Trends

5. Research Methodology

6. Findings
7. Questinarie

Conclusion
8 uestionarie0
Bibilograohy
ee

.
INTRODUCTION

• The Reliance Group, founded by Dhirubhai H. Ambani (1932-2002), is

India‟s largest private sector enterprise, with business in the energy and
materials value chain. Group‟s annual revenues are in excess of U$$ 66
billion. The flagship company, Reliance Industries Limited, is a Fortune
Global 500 company and is the largest private sector company in India .

• Backward vertical integration has been comerstone of the evolution and

growth of Reliance. Starting with textiles in the seventies. Reliance pursued
a strategy of backward vertical integration – in polyester, fiber intermediates,
plastics, petrochemicals, petroleum refining and oil and gas exploration and
production – to be fully integrated along the materials and energy value
chain.

• The group activities span exploration and production of oil and gas,
petroleum refining and marketing, petrochemicals, textiles, retail, infotel and
special economic zones.

• Reliance enjoys global leadership in its business, being the largest polyster
yarn and fiber producer in the world and among the top five to ten producers
in the world in major petrochemical products.

• Major Group Companies are Reliance Industries Limited, including its

subsidiaries and Reliance Industrial Infrastructure Limited.
 COMPANY PROFILE

Reliance in Retail:-

• Reliance Retail (RRL) is a subsidiary of Reliance

industries limited, which is based in Mumbai. RRL
was set up in 2006 and marks the foray of the
Reliance Group into organised retail.

• RRL has been conceptualized to include growth for farmers, vendor

partners, small shopkeepers and consumers. It is based on Reliance‟s
backward integration strategy, to build value chain starting from framers to
consumers.

Business Division:-

Reliance Retail Ltd has a number of company-owned outlets along with a

franchisee format that would be in collaboration with Kirana shop owners. Its
various divisions are:

1. Reliance Mart:
It is designed to be an all under one roof
supermarket that again caters to household needs.

2. Reliance Fresh:
It was the first amongst various format stores to be launched by
Reliance Retail Ltd. The ideology behind the initiative has been to bring “Farm to
fork” thereby removing middle men and benefitting both farmer and consumer. The
stores would typically be of an area of around 3,000-5,000 sq ft.
 Each store is to provide fresh fruits, vegetables and also products of Reliance select and
other related groceries.
Reliance Super:

It will be a smaller version of the hypermarket format. It is to offer over

10,000 products in various categories like grocery,
home care, stationery, pharmaceutical products
apparels & accessories. FMCG, Consumer durables &
IT, automotive 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.

3. Reliance Digital:
It is a consumer electronics concept mega store. It is designed to be a
one stop shop for all technology solutions in the field of consumer
electronics, home appliances, information technology and
telecommunications.

• The stores are to cover an area of more than 15,000 sq ft and offer a variety of
over 4,000 products spread across 150 brands along
with solution bundles to meet diverse customer
needs. The staff will counsel and guide customers
not only to buy products but also provide complete
solutions to ensure consumers buy the right product
at the right price.

4. Reliance Footprint:
• It is a specialty footwear store that would offer over 25,000 pairs of formal,
casual, ethnic, party wear and sportswear in men, women and children
footwear. The store is to be spread over 7,500 square feet and be dedicated
to footwear, handbags and accessories.

The design of footprint was conceptualized by Pavlik of

USA which is one of the best design house in the world keeping in mind the
taste and preferences of the Indian consumer. It shall offer brands from
Europe and America like Josef Siebel, Rockport, Hush puppies, Lee Cooper
Clarks, Levis, Nike, Adidas, and more. For kids, Cross and Disney will be
showcased.

5. Reliance Jewels:
• It is a stand-alone fine jewellery format. It is to be a one stop shopping
destination for the jewellery. Reliance Retail ventured
into gems and jewellery trade the aim of launching
300 stores all over India within a 3 year time frame.
With a growing demand for jewellery and lower
competition.

The gold jewellery range shall include Kolkata filigree, Rajkot minakari
jewellery, Kundan from jaipur, temple jewellery from Kerala, Jaadu from
Amritsar and more. In Diamond jewellery, Reliance Jewels will offer the
finest quality of diamonds and the widest range of daily wear, party wear
and wedding designs.
6. Reliance Trend:
• It is a specially apparel store that will sell men, women andchildren‟s
garments. The store will carry the best of national and international brands
like John players, Peter England, Indigo Nation, Wrangler, Rebook, and Lee,
apart from in-house brands.

• The store layout is to compliment the evolving taste and preference of

fashion savvy consumers, giving them an
opportunity to view shop with ease, along with well
trained customer service associates, to compliment
the entire shopping process. Reliance Trends is
operation with 123 stores across the country,
providing employment to so many people and
planning to launch many new stores.
Company Profile

Company : Reliance Retail

Subsidiary Company : Reliance Trends

Founded : 2007

Headquarters : Mumbai

Chairman and Managing Director : Shri Mukesh Ambani

Stores at Bangalore City : Reliance Trends at Mantri
mall, Richmond
Road, Jayanagar,
banashankari, Phoenix
Market city mall,
Gopelan mall, Commercial
Street, malleswaram,
Ascendes mall,
Kammanhalli.

• The Appeals Luggage and accessories division of reliance retailhas

announced the launch of their first Apparel speciality store
„Reliance Trends”.

• All the Reliance Trends stores located at different places across

Bangalore offer some of the best Indian and International brands

with each store‟s area of more than 15,000 sq. 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 savvy consumers, giving them an opportunity to view/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 variuos

locations across India, the apparel division of Reliance Retail is well
on track to democratise 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, 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 Trend
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.

• 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 colourists.
American Standard, ISO and BIS methods.

• For the first time in organised retail, Reliance Trends introducing

Made to Measure tailoring service offering customised fits to all
the customers buying fabric from the store at prices compatible to
neighbourhood tailors.
• Reliance Trends offering a homogenous mix of private label of
brands across men‟s, women‟s, and children‟s category to fulfil
every customer‟s requirements.

• The Network range of garments comprises of formal office wear

and collection for men and women, while the Netplay 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.

• Sparsh range of Indian wear for women, offers the finest collection
of salwar kurtas, churidars and a fast evolving Mix and Match range
of garments. An exclusive label Panda has been developed for
toddlers, while the FRENDZ range of garments would complement
the wardrobes of the growing generation of boys and girls.

• Apart from this private label, the store is also offering some ofthe
most renowned brands in the country like Levis Strauss Signature,
Peter England, Indigo Nation, American Tourister, John Players etc.
Some designer labels either directly or through their sub brands
most of these exclusively for Reliance Trends.

• Continuing the tradition of reaching out to the middle class of the

country, the current offering from Reliance Trends is easily
affordable to the Indian consumer. The specific private label called
First Class, is designed to cater to the range of garments cutting
across men‟s, women‟s, and children‟s wear to deliver extreme
value to the Indian consumers.

• Taking forward the voice of Shri Mukesh Ambani, Chairman &

Managing Director, Reliance Industries Ltd, Reliance Trends
deliver unmatched affordability, quality and chain of products
services to the consumer.

• Reliance Retail continues to fine tune its offering listening to its

customer and learning from them.
 Private labels by Reliance Trends

External Brand In Reliance

Trend

RELIANCE INDIAN BRAND:-

Private Brand External Brand

• AVASA ASHMITA
• SIYAHI STYLE BY
PRAFUL

WILLOW FASHION TADKA

GO COLOURS
 Product Profile

[Link]’s Wear- Men Formal

Private Brand:

• NETPLAY
• NETWORK
• PURIZA

External Brand:

• London Bridge
• Vivaldi
• John Players
• Peter England
• Network
• Vimal
• Crimsoune Club
• Turtle

Men’s Casual:-

Private Brand:

• DNMX
• TEAMSPIRIT
• PERFORMAX
• GRAVITI

External Brand:

• PROLINE
• DUKE
• CLASSIC POLO
• TAANZ
• TWILLS
• FLYING MACHINE
• JOHN PLAYER
• LEE COOPER
• PARX
• KILLER
[Link]’s Wear:-

Private Brand:

• PERFORMAX

• TEAMSPIRIT
• RIO
• HUSS
• DNMX
• AVAASA(Indian Wear)
• FUSION
• GRAPHITE

External Brand:

• CRIMSOUNE CLUB
• FUSHION TADKA
• TAANZ
• SIN
• FLYING MACHINE
• MONTE CARLO
• LEE COOPER
• RECAP JEANS
• KRAUS
[Link]’S Wear:-
BOYS

Private Brand:

• TEAMSPIRIT
• FRENDZ
• DNMX
• POINTCOVE

GIRLS-

Private Brand:

• TEAMSPIRIT
• FRENDZ
 SWOT ANALYSIS: -

STRENGTH:
Lower Price
Coupns, Voucher
Promotional Products
Good Quality
Value to money
Understanding the customer needIs
Implementation of the pint theory
Offer on national holiday like 15 august, 26 jan, 16 june.
Ultimate offer (offer for the whole year)
WEAKNESS:

Repeated Collections
Not Much Collecton Lack Of Awareness

OPPORTUNITIES:

New Products: Expanding Beyond Clothing To Include More

Shoes, Handbags
Catalogs
Removing The Products Which Are Not Selling Much

THREATS:

There Is A Competition From Stores Like Life Style, Pantaloons,

Shopper‟s Shop Etc.
Many stores have to open.
 CUSTOMER SATISFACTION

• Customer service is the provision of services to customer before, during

and after aIts purchase. According to Turban “Customer service is 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.”

• Its importance varies by product, industry and customer; defective or broken

merchandise can be exchanged, often only with a receipt and within a
specified time frame. Reliance Trends will often have a desk or 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.”

• Customer service plays an important role in an organization‟s ability to

generate income and revenue. From that perspective, customer service
should be included as part of an overall approach to systematic
improvement. A customer service experience can change the entire
perception customer has of the organization.

• Customer support is a range of customer services to assist customers in

making cost effective and correct use of a product. It includes assistance in
planning, installation, training, trouble shooting, maintenance, upgrading,
and disposal of a product.

• A multi-task position drawing on extensive CUSTOMER SERVICE

experience to advance a proven track record for developing and maintaining
key accounts and improving department efficiencies.
Obejectives of Customer Services

• Provide customers and staff with clear standards and expectations.

• Ensure all the customers contact reaches appropriate conclusions.
• minimize incidences of repeat contact
• Seek to provide a seamless service for customers.
• Provide equal and easy access to our services at a time, place and
channel that meet the needs of residents, businesses and other
stakeholders.
• Cater for customers needs irrespective of age, gender, physical or
financial ability, ethnic, origin, race, religion or geographical
location.
• Provide a prompt, courteous and knowledgeable response to all
customer enquiries.
• Equip our staff to provide customers with an excellent standard of
service.
• Enable our customers to provide feedback easily, through
complaints,customer surveys, etc.
• Use customer compliments, comments and complaints to drive
improvements to service.
• Improve the speed, quality and consistency of response to
enquiries by having our that can be easily accessed information in
a format that can be easily accessed.
Customer Segmentation of Reliance Trends:--

• Reliance trends target higher & upper middle class customers.

• The large and growing young working population is a preferred

customer segment.

• Reliance trends specially targets working women & home markets

who are the primary decision maker.

• Reliance also targets on the young population of the country as they

will follow fashion mostly and of reliance promotes itself as the
India‟s largest fashion destination.

• Good customer service is the lifeblood of any business. You can

offer promotions and slash prices to bring in as many new
customers as you want, but unless you can get some of those
customers to come back, your business won‟t be profitable for long.

• Good customer service is all about bringing customers back. And

about sending them away happy – happy enough to pass positive
feedback about your business along to others, who may then try the
product or service you offer for themselves and in their turn become
repeat customers.

• Customer Satisfaction, business term of how the products and the

services supplied by the company meet or surpass the customer
expectation. It is the key performance indicator within the business.
Customer satisfaction can greatly achieved by imparting Customer
Relationship management (CRM) in the company.
BUSINESS TECHNIQUES OF CUSTOMER SATISFACTION:-

• One of the key customer satisfaction techniques is the need to

provide front line employees with the ability to respond to customer
situations quickly without the end to ask for permission.

• Innovation drives customers‟ satisfaction. As customers needs keep

changing, an innovation-driven company is capacitated to exceed
customer‟s expectations.

• To provide after sale services. Listen actively and carefully.

• Anticipate that the customer will be asking questions. Theymay be

easy, they may be hard.

• But encourage them anyway. If you can‟t provide an answer,

promise to find out the answer from someone who can.

• Be patient, look from the customer‟s point of view and work from
there. This point of view will always give you the best outlook on
the situation.

• Always keep a smile on your face when dealing with customers

which can lead to customer satisfaction. This positive attitude can
ruub off and turn a potentially negative situation into a positive
experience.

RECENT METHODS THAT TODAYS FIRM ADOPT TO INCREASE

THE CUSTOMER SATISFACTION:--

In order to stay competitive and remain profitable, businesses have to focus on the
quality of their customer service. Companies that invest time, energy and money
into developing and nurturing quality so customers can have a
satisfactory experience are going to be more profitable and better likely to
experience more sustained growth over the long-term.

Customer Care:

Something which is done even after the product is purchased.

Many companies are interested is knowing the reasons why consumers
have purchased the goods and services or even the goods are not
purchased.

Managers interested in customer care try to collect a database as

towhy the customers have purchased the competitors product and
service and what will be the level of satisfaction if it is introduced in
our product or service.

Customer Focus:

When everyone in the organization make efforts to focus the

activities towards the satisfaction of the customers right from the
stage of new product planning and to product modification to the
stage of elimination of the goods and services everything revolves
around the customers.

Customer Service Training:

Another strategy to improve customer satisfaction is to invest in

customer service training. All employees should be on board with
how to treat customers and help them gain a valued experience.

The experience the people have received is the most important

aspect in selling pure services or services with tangible goods. Once
the customer is satisfied with the service his loyality towards that
product or company is at its peak.

Communication:

Communication with customers is also important. It‟s a good idea to

always provide customers with ways they can contact you and offer ways to
contact them. Offering e-mail, telephone line, web contact or other ways for
customers to offer comments and complaints is of value.

Customer Relationship Management (CRM) software:-

Customer Relationship management is a process of managing detail

information about individual customer and carefully all the
customers touch point with the aim of maximizing customer
satisfaction and customer loyality.

Customer Relationship management has become a strategy many

companies employ to help increase customer satisfaction. Through
using CRM tools and accompanying philosophy, business can
examine and analyze what customers want and strive to meet this
demand before they even walk in the door.

BENEFITS:-

CRM aims at individual customers. It tries to develop customers‟

relationship by looking into his needs and requirements.

CRM helps in two way communications by understanding the

message of the customers and responding to it.

CRM helps to customize the products and thereby reducing the rate
ofcustomer defection.

CRM tells the company what product or services the customer

needs today and what it will need in future.

Ask For Feedback:

Being interested in customer feedback is always a valuable practice

to engage in to increase customer satisfaction. What better strategy
and technique to find out how to satisfy customers than to ask
them?
 Talking to customers as they shop, and then following up with calls
or e-mails are all good ways to get feedback.

Creating Customer Delight:

Customer delight is when the standard of the goods and services are
much higher than the expectations of the customers; this not only
satisfies them but surprise and delights them.

Customer delight depends on the reliability factor of the company.

This is the ability to perform what has been promised to the
customer. Companies who focus on customer delights should be
dependable and have accuracy in delivering the services to the
customers.

Promotional Strategies:-
Product Promotion is one of the necessities for getting your brand in
front of the public and attracting new customers.

The promotion strategy is the most visible marketing strategy.

It is designed to get the attention of prospective customers and

convince them to buy from your business.

Promotion is communication intended to persuade, inform, or

remind a target audience about a business or its products.
 The promotion
strategy involves
planning,
determining the
right
promotional
mix, and
selecting
specific
promotional activities.

Promotional Objectives:

Promotional Objectives is part of an overarching marketing strategy.

Creating a brand identity with imagery, and slogans is the first stage of a marketing
campaign, followed by expanded messaging, either directly through personal email
marketing communications or through social media.

Promotional Budget:-

A specified amount of money set aside to promote a business' or

organization's products or beliefs. Promotional budgets are created to anticipate the
essential costs associated with growing a business or maintaining a brand name.

Promotional Mix:

Promotional mix the combination of different promotional elements that a

company uses to reach and influence potential customers.

Advertising:

The paid non personal presentation of ideas, goods, or services directed at a mass
audience by an identified sponsor by means of print and broadcast. Types of
Advertising-
 Specialty items
Internet
Radio
Television
Outdoor advertising
Magazines

Newspapers

Publicity:

Means calling attention to yourself and your business. Placement in

the media of newsworthy items about a company, product, or
person.

Public relations may generate unsolicited publicity when such

activities are reported by the media. Public relations activities
designed to create goodwill toward a business or control damage
done by negative publicity.

Personal Selling:

Personal selling is where business use people to sell the product

after meeting face-to-face with the customer. The sellers promote
the product through their attitude, appearance and specialist product
knowledge. They aim to inform and encourage the customer to buy,
or at least trial the product.

Personal selling is the most traditional method, devised by

manufactures, for promotion of the sales of their products.

Personal selling used to be the only method used by manufacturers

for promotion of sales.

Need for personal selling:

Requirements of product demonstration

 Illiterate prospects
Traditional necessity of personal selling
Emergence of an entirely new type of product
Need to develop relations with customers
Source of marketing research data
To remove misconceptions caused by competitive advertising Sales
Promotion:-

One type of sales promotion may be to include a premium with a

purchase.

Premium any item of value that a customer receives in addition to

the good or service purchased; designed to attract new customers or
build loyalty among existing customers, they may include coupons
and gifts.

Some companies give a rebate on purchases. Rebate a return of

part of the purchase price of a product used as an incentive for
customers to purchase the product.

Types of Sales Promotion:

Displays
Premiums
Rebates
Samples
Sweepstakes and contests

Promotional Activities by Reliance Trend:-

Reliance Trends is doing different types of promotional activities with a
main aim bringing in more customers into the stores.

Reliance is focusing on attracting customers through different types of walk

in driven activities.
 • Media plan
• Trend stylish Seasonal offers.

1. Media Plan:-
Media plan involves communication through different media such as
• Print media
• social media
• Radio
• Cinema
• Outdoor communication.
Print Media:

Reliance trends is using the print media as one of its promotional activities,
Reliance spends lot of money in printing its advertisements in the most
major new dalies. The advertisement will be printed mostly on the weekends
(Friday, Saturday and Sundays) in
such a way that the advertisements
will grab the reader‟s attention and
making them to come into the
stores, which will not only
increase the football of the store
but also increase the revenue by
attracting the people to make a
purchase.

Social Media;-

With the ever increasing usage of internet in the country, most of the
population using the social networking sites such as Facebook,
twitter.
 Reliance is having its own brand
pages and groups in the facebook
with the help of which
Reliance is doing some
campaigns in the social
networking sites for promoting
its brands, new offers and
creating brand awareness to the
people.
Radio:

Reliance trends is having own

radio channel called Radio trends
which will announce the offers in
the stores all the time, making the
customers who enter the store to
know about all the offers.

Other than its own radio channel Reliance trends is using some other
radio channels for its promotions. In the radio channels like Radio
mirchi, big fm, radio city etc.

Cinema:-

Reliance trends is using cinema

plan as one of its promotional
activities, they are selecting the
best multiplexes and single
screen theatres in the catchment
areas where the multiplexes and
the single screen theatres are
popular and more people will be
 visiting these multiplexes.

Outdoor Communication:-

Reliance trends are using banners and Hoardings as the outdoor

communication. Reliance is placing the attractive banners and
Hoardings with its offers in the best catchment where the flow of
population was very high.

Reliance trends also uses cluster boarding‟s in the key traffic

junctions in the main cities in the way it will dominate the location
and catch the attention of the people who are passing by the way.

Trend stylish:-

Reliance will hire 2 or 3 volunteers for engaging the crowd in the

malls and the catchment locations.

The volunteers will find out the well dressed, good walking, good
looking person and
stylish person and
immediately will give
that person discount
voucher and announce
them as the Trends
 Stylish by announcing them as Trends Stylish.
All the people who got the discount voucher will come back to the
stores to redeem the coupons.

Seasonal offers:-

Reliance will also do

more promotions for the seasonal
festivals like children day, Fathers day,
Valentine‟s Day, Mothers day,
Independence Day etc with different
types of discounts and offers related to
that specific day of festivals for
bringing in more customers into the
stores.

The Reliance One Card (“the Card”) is issued by and remains the property of
Reliance Fresh Limited (“Reliance”).

1. Reliance One Membership

Program (“Program”) upon
 Reliance accepting the application form overleaf duly filled in by the
applicant with true, accurate and complete information and submitted
at the retail outlets of Reliance‟s affiliate participating in the Program
(“Store”), along with all necessary documents as specified by
Reliance.

2. A person‟s application for enrolment in the Program or use of the

Card shall be deemed to be acceptance of the terms and conditions set
out herein and additional terms and conditions specified by Reliance
from time to time (“Additional Terms and Conditions”) and available
at the Store upon request.

3. The applicant/ the user of the Card (“Member”) hereby acknowledges

that he/she has understood and accepts the terms and conditions set
out herein and the terms and conditions available at the Store and
agrees that the same will be binding upon him/her and he/she shall not
dispute the same.

4. Members shall be entitled to earn the points only at the Stores on

purchase of goods and/or services from such Stores, and payment in
respect thereof, in accordance with policies and/or schemes introduced
or prevailing at the time of use of Card (“Points”).

5. Card should be presented to the cashier or authorized personnel before

billing or completion of transaction to earn Points, failing which
points will not be credited and Reliance shall not be responsible for
the same.

6. Detailed Terms for use of Card, accumulation of Points, validity of

Points and process of redeeming the same are set out in the Additional
Terms and Conditions (available on request at the Store) and the
policies and/or schemes introduced or prevailing at the time of use of
the Card.

7. Reliance will not be responsible for any loss of Points due to lossor
misuse of the Card.
8. Points cannot be encased

9. 10. Reliance may disclose data relating to an applicant or a

Cardholder:

10. a ) To any affiliate/associates/partners/group companies/agent/

subcontractor of Reliance and/or to any person or entity for
developing or communicating any offers or services, unless otherwise
duly informed by the cardholder at the designated customer service
helpline of Reliance.

11. To the extent required to be disclosed by operation of law, any

regulatory authority or any binding judgment, order or requirement

of any court or other competent authority. Cardholder hereby

unconditionally permits such disclosures.

12. Reliance reserves the right to change/amend/add/delete/modify,

without assigning any reasons therefore terms and conditions of the
Program including without limitation the rate of awarding Points, the
rate of redeeming Points, validity of Points are the qualifying
purchases from time to time.
 RESEARCH METHODILOGY

Competitor of online Retailing of Reliance

 Challenges of online retailing

 Website costs. Planning designing, creating, hosting, securing and

maintaining a professional e-commerce website isn‟t cheap,
especially if you expect large and growing sales volumes. See
common e-commerce pitfalls.

 Infrastructure costs. Even if you aren‟t paying the cost of

customer facing premises, you‟ll need to think about the costs of
physical space for order fulfillment, warehousing goods, dealing
with returns and staffing for these tasks. See fulfilling online
orders.

 Security and fraud. The growth of online retail market has

attracted the attention of sophisticated criminal elements. The
reputation of your business could be fatally damaged if you don‟t
invest the latest security systems to protect your website and
transaction process. See e-commerce pitfalls- security weaknesses.

 Legal issues. Getting to grips with e-commerce and the law can
be a challenge and you‟ll need to be aware of and plan to cope
with, the additional customer rights which are attached to online
sales. See the law and selling online.
 OPPERTUNITIES FOR ONLINE RETAILING

The present business condition in india can possibly upgrade the development of
the online retail in india such as

An increase in the quantity of internet clients and online purchasers

As per google, india now have around 500 milion web clients which is relied upon
to achieve 1 bilion by 2025. Consistently there is an expected increament of 10
milion web clients consistently. E & Y & RAI(2014) one of the key components
added to the expansion in web clients is the spread of wide band network the
nation over. In 2013, the wide band availability is around 15.13 million.
Government is talking activities to build it by 214 million wide band associations
by 2014. This will improve the openness of web for ordinary citizens. Forrester's
Asia pacific retail predicts that online buyer population will reach 39 million by
2014 and 128 million by 2018 which can stimulate the growth of online retailing in
India.

Smart Phone Revolution and Mobile Internet :

India is one of the business sectors which is seeing development in advanced cell
clients. In 2013, there were 51 million advanced cell clients in India which is relied
upon to achieve 104 million by 2014. Be that as it may, this structures around 10
for each penny of the aggregate versatile clients at present. Forbes Online (2014)
The accessibility of modest advanced mobile phone can upgrade the development
rate in future. Access to 3G and 2G versatile information systems and accessibility
of shoddy PDAs can improve the client exchange International Journal of Pure and
Applied Mathematics Special Issue 621 utilizing mobiles. A large portion of the
online retailers are building up their versatile applications to upgrade the shopping
background. Amazon thought of their own 3D advanced cell "Fire telephone" to
improve the versatile shopping knowledge of their clients. On the off chance that
we look at the portable web clients we can watch expanding pattern as for versatile
web clients. As indicated by 2015 projection, out of 300 million web clients 200
million clients will get to web utilizing cell phones which can upgrade e-retailing
openings in India.
Increase in Transaction by Debit Cards, Credit Cards, Net and Mobile
Banking -

Retail electronic instalments was around INR 33.8 lakh crore in 2013 contrasted
and INR 50,000 crore in 2004. Master-card instalments has grown seven times
amid this period and achieved INR 1.2 lakh crore in 2013. On account of Debit
card exchange there was an expansion in 15 times which is valued-around INR
74,300 crore in 2013. On the off chance that we examine the pattern electronic
exchange has expanded amid 2013 which frames 57 % of keeping money
exchange contrasted and 43% of paper exchange. Tripathi, S (2013) There was an
expansion in enlisted web managing an account clients in India amid 2013 which
was around 35 % for open area banks 25 % for private part banks and 5% for
outside banks contrasted and 2012. Yet at the same time Internet managing an
account exchange frames 2-8% of aggregate saving money exchanges for every
single Indian bank. Portable managing an account is developing in India which
saw a development with 30 million clients in 2013 thought about 22.51 million
clients in 2012. From these patterns we can presume that Indian clients are step by
step changing regarding the way they do money related exchanges. Credit, Debit
cards and Net saving money can encourage speedy and advantageous exchange for
clients which can expand the development of eretailing in India. With the rise of
secure exchange techniques like two factor validation, One Time Passwords(OTP)
and instalment passages, customer's inclination to shop and do monetary
exchanges online has expanded. Alba, J.W and Hutchinson, J.W. (1987),This can
improve internet retailing due to upgraded security and effectiveness in doing the
exchange. A portion of the retailers are giving the office of money down choices
(COD) to clients the individuals who are suspicious about the safe exchanges in
online stages. This structures over 60% of the aggregate internet business exchange
in India. Banks and web based business destinations are making proactive strides
in improving on-line exchanges by tending to security and different issues
concerning on the web exchanges.

Challengers for Online-Retailers in India -

Despite the fact that India web based retailing has development prospects, there are
numerous difficulties for e-retailers in India advertise. It incorporates Logistics
Compelling coordinations assume a key part in deciding the operational
achievement of e-retailers. On the off chance that we take a gander at the India
International Journal of Pure and Applied Mathematics Special Issue 622 our
nation is vast and divided with poor foundation offices. So convenient conveyance
and other need administrations are the greatest difficulties for online retailers in
our nation. Also cost of coordinations in India is high because of absence of
framework. This has portion of the retail players like Flipkart and Amazon to
construct their own particular coordinations arms. Flipkart has e-kart coordinations
which takes look after their conveyance procedure. Prof. B. M. Hiremath Dr. C. R.
Gudasi.A portion of the online retailers are tied up with coordinations
organizations for satisfying client orders. One of the most serious issues looked by
strategic organizations is the restricted carrier feet size of calculated organizations.
We take a gander at the Indian situation we have restricted armada of cargo bearers
which can obstruct the need administrations like same day conveyance for clients.

Poor Internet Speed

One of the most serious issues India confronting is the moderate speed web
association which can influence the possibilities of online retail in long run. The
normal web speed is under 1 mbps which makes it one of the low positioned
countries in worldwide situation as for web speed. This can influence the
availability to shopping destinations and online exchanges which will thusly
decrease the client purchasing through online entrances.

Customer Trust and Loyalty

Some of Indian online retailers need trust among the clients. Despite the fact that
we have trusted players like Flipkart, Myntra and Jabbong, different retailers were
not up to the stamp contrasted and different players. [Link], Inc. [Link]
section of remote online retailers like Amazon has constrained Indian players to
improve client faithfulness. Flipkart has begun an activity called Flipkart first
which gives same day conveyance, need client administrations, free shipments and
selective offers.

Overcoming Touch and Feel Mental Boundary of Indian Clients

Indian clients want to touch and feel items before they buy. The greatest
difficulties looked by online retailers to beat this hindrance. Online retailers are
endeavoring to beat this boundary by including more details and data about items.
They additionally share client criticisms to upgrade the certainty of clients.

COD and Returns Administration

Money down has developed as the favored method of installment by online

clients. This has made certain basic issues for online retailers. A portion of the
coordinations suppliers collect additional charges from the clients which can
influence the retail business in long run. Postponement in settlements of the Cash
gathered by coordinations suppliers from clients can diminish the working capital
for online retailers. Another essential issue looked by online retailers is the client
returns and how to deal with it. A portion of the coordinations players don't have
the ability to deal with the profits. More finished this can make an extra cost for
the retailers which is a vital issue looked by online retailers. International Journal
of Pure and Applied Mathematics Special Issue 623 [Link] kumar, This
has constrained a portion of the retailers to begin their own strategic arm to address
these issues in a superior way which can upgrade client trust and accommodation.
Additionally this can give the cost favorable position to online retailers in long run.

Complex Expense Administration

One of the real limitations looked by e-retailers is the mind boggling charge
administration in India. Non uniform VAT (Value included expense) are
demanded by various states. For some situation state governments charge VAT for
items sold within a state in which distribution centers are found. This has
influenced the cost for sourcing and conveying for items and administrations for
online retailers. Various point tax assessment, Octroi and section charges are other
significant disadvantages in India which can influence the possibilities of internet
retailing in India. It likewise constrained a portion of the retailers to open
distribution centers in various states to decrease the passage and different charges.
Online retailers taking a gander at execution of uniform Goods and Services charge
(GST) which can add operational accommodation to online retailers.

Review of Online Retail E-retailing or E-following or web based retailing

It is a type of electronic business, which enables buyers to specifically purchase

merchandise or administrations from a dealer over the web without go-between
benefit. Basically, e-retailing is the offer of merchandise on the web. Organizations
like Amazon and Dell were the first to make the online retail industry by putting
the whole client encounter, from perusing items to setting requests to pay for buys
on the Internet. Poon, S. and Swatman, P.M.C. 1997. The accomplishment of these
and different organizations urged conventional retailers to make an online nearness
to increase their physical outlets. This progressive method for offering products
and ventures has additionally picked up notoriety in India. E-following has now
been available in India for over 10 years. The Hindu (2014) The late 1990s and
mid 2000s saw the development of a few players. Be that as it may, the greater part
of them couldn't survive the blast and bust of 2000. The second rush of e-
following, which rose in 2007, saw the section of a few diversion changing players
that offered driving force to e-following's development with the advancement and
development of plans of action. Today, with players fighting it out for authority
openings, master players finding their furrow, environment components beginning
to become alright, and financial specialists reaffirming their confidence in the
segment, the market is at an enunciation point.

Indian Retail and E-tailing Market

The above bar diagram represent the comparison of independent retail, organised
retail B and M and organised retail, e-retailing in the year 2014 and will be in the
year 2020.

SWOT Analysis of E-Retail

STRENGTH:

 Convenience
 Time saving
 Price/ product comparision
 Cost effective
 Direct connection with customer
 Improved customer interaction
 Flexible target marketing
 WEAKNESS:

 Security
 Fake website
 Long delivery time
 Fraud
 Limitation of products
 Lack of personal service
 More shipping cost
 Limited exposure

OPPERTUNITIES:

 Challenging trends
 New technology
 Global expansion
 High availability
 Wide business growth
 Cut down on local competition
 Advertising

THREATS:

 Competitors
 Change in environment regulation
 Innovation
 Privacy concerns
 Risk
The general assessment of qualities, shortcomings, openings, and dangers is called SWOT
investigation. SWOT Analysis is utilized by an e - retailer in the examination of key arranging.
Dr. Prakash M. Herekar, e-Commerce in India The SWOT investigation assembles the
organization targets more practical. To comprehend future dangers it is fundamental to know
qualities and shortcomings, openings and dangers

The External Challenges are 1. Product and market strategy 2. Customer and digital
experience 3. Payments and transactions 4. Fulfillments.

The online retailing also has two types of challenges which can classified as A) Internal
challenges and B) External challenges.

The Internal Challenges are -1. Organization Scaling 2. Tax and regulatory structuring 3.
Risk,Fraud and cyber security 4. Compliance Of framework .

QUESTIONARIES
[Link]: S. Mishra AGE : 22
GENDER: Male OCCUPATION : Student

QUESTION
1. How frequently do you visit Ajio?

Daily Weekly

Monthly Yearly

2. How much do you spend as monthly expense while shopping?

Below 1000 1000-2000 2000-5000

More than 5000

3. Main reason for coming to the Ajio?
 Value for money

Discount

Saving of time

Wide product range available

Brand consciousness Other

4. The advertisement affects your shopping behaviour?

Yes No

5. Are you agree with the punch line; Sirf Dekhne me Mehenga”?

Yes No

2. NAME : R. Pattnaik AGE : 25 GENDER :

Male OCCUPATION : BUSINESS

1. Are you happy with the Ajio?

Yes No

2. Are you satisfied with service provided by Ajio?

Yes No

3. Are you happy with the service provided?

Yes No

4. Do you shop regularly at Reliance Trends?

Yes No

How often?
 MonthlyQuarterlySeasonally Offers

5. What is the average time that you spend at Reliance Trends?

Daily Weekly Monthly

Occasionally

3. NAME : [Link] AGE : 32 GENDER :

Male OCCUPATION : Professor

1. Who accompanies you for the purchase?

Friends Family Alone

2. On which occasions do you make purchase?

Festivals Gifts Offers Weddings

3. Which Retail shop you prefer more?

Pantaloons Big Bazaar Reliance Trends

4. Do you satisfy with our available variety of Indian wear clothes?

 Yes No

5. Is the price of our Indian wear clothes reasonable?

Yes No

4. NAME : S. Mishra AGE : 25 GENDER :

Male OCCUPATION : Accountant

1. Are you got the clothes according to your need, size, and
colour?
Yes No

2. How do you feel about the quality Indian wear clothes in

Reliance trends?

Good Average Excellent Bad

3. Are you satisfied with our available brand of Indian wear

clothes?
Yes No
 4. Have you ever visited our Reliance store?
Yes No

5. Do you think buying garments online is beneficial?

Yes No

5. NAME : M. Dash AGE : 28

GENDER : Male OCCUPATION : Tailor

1. How many times you have visited the store since it was opened?

First Visit Once Before Thrice Before

Twice Before 4Times Before

2. Which Brand is most preferred by the customers?

Internal Brand External Brand

3. Types of customer prefer this brand?

High class Middle class Low class

4. Reason for not choosing the brand?

5. Are the customers satisfied with the product in all segments offered by
Reliance Trends?

Yes No
 6. NAME : S. Samantray AGE : 27
GENDER : Male OCCUPATION : Mechanic

1. Is the price affordable to the customers?

Yes No

2. Whether Reliance Trends is preferred by today‟s or?

Youngsters Over aged people

3. Which garments ads do you recall? Gents Ladies

4. Which brands of causal do you have own?

Jeans Cargo T-shirts
Causal Shirts Cotton Trousers

5. On which occasion do you take extra care to dress smartly and which brand
do you keep reserved for this occasion?(1 Brand)
Festivals Parties Dates Discotheques
Birthday

7. NAME : [Link] AGE : 25 GENDER:

Male OCCUPATION : Designer

1. Why do you look for a different brand?

Variety
Not satisfied with previous
brand

Current Fashion
Qualities of new brand
2. Which service do you like most?

3. Are you satisfied services provided by our staffs?

Yes No

4. Do you think that the prices are competitive?

5. Do you purchase the goods as per our promotional offers?

8. NAME : [Link] AGE : 22

GENDER : Male OCCUPATION : Student
1. Do you think that Reliance Trend has all products as per your choice?

Yes b) No

2. Are you happy with the return policy in our shop?

Yes
b) No

9. NAME : S.K. Nayak AGE : 30 GENDER

: Male OCCUPATION : Bussiness

1. Are you a regular customer at Reliance Trends?

 Yes b) No

2. How often do you visit Reliance Trends?

a) Daily b) weekly c) fortnightly

d) monthly e) occasionally

10. NAME : N.K. Praharaj AGE : 33

GENDER : Male OCCUPATION : Service

1. . Who influences your purchase at Reliance Trends?

a) friends b) self c) family

d) spouse
2. Who accompanies you for the purchase?

a) friends b) family c) spouse

d) alone

3. On which occasions do you make purchase?

a) festivals b) gifts c) offers

d) weddings
 Conclusion
This chapter enables to understand the e-retail industry in India, also discusses
opportunities and challenges to e-retail, strategic analysis of e-retail such as SWOT
analysis, PEST analysis, Porter‟s five forces analysis and attractiveness of e-retail
industry. It focuses on opportunity factors to e-retail this study. Emphasises on the
drivers for growth in the Internet-habituated and aspirational consumer base.
Indian retail area is seeing dynamic changes throughout the years. With a
consistent development rate of 50-60% online retail can influence huge
commitment to retail to industry and economy of our nation. Be that as it may, to
exploit these development patterns we have to enhance our physical foundation,
approach structure and operational condition in our nation. Indian retail segment is
seeing dynamic changes throughout the years. With a consistent development rate
of 50-60% online retail can influence critical commitment to retail to industry and
economy of our nation. In current situation, e-Retailing or internet shopping has
progressed toward becoming an integral part of the general population in India.
The new influx of consumerism combined with urbanisation with outlook changes
in the statistic and psychographic flow have driven shoppers every now and again
to utilise retail site to scan for item data and make a buy of items. There are a few
things have been examined to consider when e-retailing begin, This present paper
makes an endeavour to: manages the difficulties happening in the e-retailing,
openings in Indian situation, the techniques that are being followed in exhibit
situation in retailing.

BIBILIOGRAPHY

[Link].
[Link]