CHAPTER I

EXECUTIVE SUMMARY

This report is a conversion of my observations and experiences during my internship into an understandable
format. The topics covered in this report are inventory management, product knowledge, cashiering process,
visual merchandising, exchange policy, loyalty program, store SOP’s, marketing strategies.

Product knowledge is an important aspect to give good customer service. There are 5 departments at max
and they are Western wear, ethnic wear, kids wear, footwear and accessories, and men’s wear. There are
different brands like melange in ethnic wear and Bossini in western wear and in men’s wear there is Peter
England, Oxemberg, Code, Kappa, Sin .Training is given to the CRE’s at the beginning of their job. The
department manager gives training about the product knowledge to the new CRE’S called the BUDDY
training.

There are 4 seasons at max i.e. spring, summer, autumn and winter season according to which the VM theme
is set. The head VM sends the planogram as to how the VM of the store should be through mail. And once it
is set the picture of the window display should be sent to the head office. And if any changes it should be
informed to the store manager and the head VM.

Inventory management includes audit, global count, stock inward procedure and stock outward procedure,
WBC, PI. The store has an inventory manager who has to be present whenever the stock comes and
whenever it is out warded. Stock inward and outward procedure is done with the help of PDT i.e. Portable
Data Transfer. The inventory manager has checklist which he checks every day. Audit is done in every 6
months. Global count is once in 3 months.

There are 9 cashier appointed to do the billing process. There are 8 billing counter in the entire store. Six of
them are at ground floor and two of them are on the second floor. Every counter has a computer system, a
barcode scanner, 2 EDC machines, fake note detector machine, sensormatics , cash till . The software that is
used for the cashiering process is “ORACLE”. It helps the cashiers to categorize the types of payment, add
new customers, and get information about existing customer, sales report.

The exchange policy at Max is that the customers can exchange at any of the exclusive stores within 30 days
of purchase. The products should be in a good condition and unused. The bill and tag is required while
returning the products. In case the customer loses the bill, the customer’s registered mobile number can be
quoted and then the products can be exchanged. The products that are altered cannot be exchanged.

1
Alteration at Max is done for altering the trousers/pants and for kurtis and tops and is done after 1pm and
based on the products the time is given by the tailor.

There are two types of customers in the loyalty program- gold, and platinum.300 Bonus loyalty points are
added to the customers on birthdays for platinum customers. The validity of those points is up to 1 month.
Message regarding end of season sale and store promotions are sent to gold and platinum tier customers
beforehand only.

The Store SOP’s consist of store opening and store closing, visual merchandising, daily briefing, cashiering,
grooming.

The sales process followed by max is MGD i.e. meeting which is meeting the customer and G which is
greeting the customer and asking them what they are looking for and D is directing the customer based on
the need which they have.

If a customer wants a certain product and the size is not available in the store then there is an app called
stylus wherein the barcode is scanned and then the size which customer needs has to be selected and then
accordingly the stores which have that particular product and size will be shown and then based on the
customer needs whether he/she wants the product to be bought to the store or if he/she will collect the
product from that store. Then based in customer’s need the product details are sent to the store.

The internship has helped a lot in gaining the practical view of the retail operations carried out at the store.

2
 CHAPTER II

COMPANY OVERVIEW

2.1 company overview

COMPANY NAME LANDMARK GROUP

LOGO

FOUNDED 1973 in Dubai ,UAE

CHAIRMAN & FOUNDER Micky Jagtiani

CEO Renuka Jagtiani.

VISION To be among the top 3 retail players in three of the

fastest growing retail markets in the world.

MISSION Carefully listen, always deliver and constantly adapt.

VALUES L.E.A.D with integrity in everything.

L-listen –listening to understand the customers and
the team.
E-Empower-empowering the teams/ to succeed.
A-Adapt-constantly adapt to stay ahead.
D-Deliver-Always delivering the best.

Retail, Hospitality and Healthcare.

NO. OF OUTLETS 2,300

PRESENCE IN NO. OF COUNTRIES 22

Table no.: 2.1: company overview

3
Landmark group’s business can be broadly classified into Retail, Hospitality and Healthcare.

Babyshop, Splash, Max, Lifestyle, Iconic and Centrepoint (a single store format
Apparel housing Babyshop, Splash, and Lifestyle and International Fashion Franchises
(Lipsy, Koton, New Look, Reiss & Yours London), Easybuy (Fashion)

Footwear Shoemart, Shoexpress, Shoemart International Footwear

Furniture & Home Home Centre & Home Box

Citymax, Oasis Malls, Foodmark, Spaces, Fitness First, Fun City, Fun Works and
Hospitality
associated trademarks

Healthcare iCare Clinics, Balance Wellness Club

E-max (Consumer Electronics), Sports One (Fitness Gear), Candelite

Others retail
(Confectionery

Table no.:2.2 : company overview

4
 ORGANIZATIONAL STRUCTURE

MR. MICKY JAGNANI- FOUNFER &CHAIRMAN OF LANDMARK GROUP

MRS. RENUKA JAGNANI- CEO & CO-FOUNDER OF LANDMARK GROUP

MR. H. RAMANATHAN - DIRECTOR OF LANDMARK GROUP

MR. SHITAL METHA- EXECUTIVE DIRECTOR MAX RETAIL

MR. VEKATARAMANAM .B-GROUP PRESIDENT HR

MR. VINOD MENIN-DIRECTOR OF FINANACE

MR. MAHADEVAN IYER -SVP- CUSTOMER LOYALTY & ANALYTICS

MR. SASIKUMAR RAMASWAMY - SVP- GROUP PROJECT & DESIGN

MR. MURALIDHAR . B- AVP-PROJECTS

MR. MANOJ KRISHNAN- CHIEF INFORMATION OFFICER

MR. RAGHU RAJAGOPALAN- CHIEF OPERATING OFFICER

MS. NANDINI MEHTA- AVP- BUSINESS HR

MR. SANDEEP NARIAN- SVP- RETAIL OPERATIONS & VM

MR. PRASHANT PAUL- TERRITORY HEAD - AP & TELANGANA

MR. ANIL CHINNABHANDAR- SVP- SUPPLY CHAIN MANAGEMENT & CENTRAL

PLANNINNG

Chart no. 2.1

5
Launched in the UAE in May 2004, Max was established in India in 2006, opening its first store in Indore.
Now, Max India has a reach that extends to over 60 cities. Boasting a loyal customer base of over 5.5
million, Max is the most profitable value fashion format in the region.

MAX India, a division of Lifestyle International (P) Ltd., has pioneered the concept of ‘value fashion’ in the
country, thereby offering the discerning shopper a vast choice with international fashion & quality. It offers
apparel, footwear & accessories that are of the latest fashion trends at a great price, making it affordable to
many. Max has its own label merchandise of in house designs and planned colour palettes for the season.
Every season Max introduces a fresh collection of international designs specially customized to the Indian
market. The brand adapts to the changing needs of the shopper every season and accordingly introduces new
designs, silhouettes & fabrics. In India, MAX was established in the year 2006 with its first store in Indore.
Now, Max has around 105 stores across 45 cities with over 3500 employees The target audience for Max
India is primarily is contemporary middle class family and young working couples within the age group of
25 to 35 yrs. As Max has positioned itself as a youth brand, it also targets teenagers and college students
within the age group of 18 to 24 years. Max is reaching out to customers in Tier II towns through brand
initiatives like Max Fashion Icon which addresses the aspirations of the stylish youth of the city and Max
Little Icon which captures the interest of family oriented markets. ‘Landmark Rewards' in a unique loyalty
program, with current membership base of over 3.8 million customers, has emerged as one of India's leading
loyalty programs offering customers rewards and exclusive benefits. It helps the loyal customers to get more
value every time they shop at Landmark Group outlets.

Max started E-commerce & Omni-channel in Middle East & India in the year 2016 to make online shopping
simple and customer-friendly through its new website – MaxFashion.com, along with apps for iOS and
Android devices. With a higher percentage of customers preferring to shop online nowadays, Max intends to
improve its online and mobile presence by launching various Omni-channel features in FY 17-18.

6
 STORE OVERVIEW

Address: 3-6-240, Hari Om Arjuni Towers, Opposite

McDonald's Restaurant,, Himayat nagar,, Hyderabad,
Telangana 500029
Size of the store 14600 sq. ft.

Year of establishment 2-4-2017

Store manager’s name Mr. Vinay Kumar

No. of cash counters 08

No. of camera’s 32

No. of employees 56

No. of trial rooms 18

Contact no. 04048536010

Table no. :2.3 : Store overview.

7
 ESCALATION MATRIX AT MAX

STORE MANAGER

ASSISTANT STORE MANAGER

DEPARTMENT MANAGER

SENIOR CRE'S

CRE'S

SECURITY

HOUSEKEEPING

Chart no. 2.1

8
 PROFILE OF THE MENTOR

Name Mr. Abdul Nazir

Designation Assistant Store manager

Academics MBA

Achievement
Best Target Achiever in 2017.

Experience 12 years of experience in retail field.

3 years at Pantaloons
7 years at Wetside.
2 years at Max.
Contact no.
8919113068

Email Id
hydhimayatnagar.maxsm@landmarkgroup.in

Table no.:2.3 : Mentor profile

9
 CHAPTER-III

OBJECTIVES OF THE INTERNSHIP

 To get an in-depth knowledge about the products.

 To get an understanding on how VM is done at the store.

 To get an insight on cashiering process.

 To know about the exchange policy and the loyalty program

 To understand the process of inventory management.

 To understand the SOP’s and its importance.

 To understand the sales process at max and to know the criteria for star of the month

 To get an overview of events and offers that took place at max.

 To get an understanding on the online portal click & collect.

10
 CHAPTER IV

ON-THE-JOB PROCESS

1. TO GET AN IN-DEPTH KNOWLEDGE ABOUT THE PRODUCTS.

MAX

WESTERN ETHNIC KIDS MEN'S

WEAR WEAR WEAR WEAR FOOTWEAR &
ACCESSORIES

1.CASUAL
1.YOUNG 1.FUSION 1.NEW BORN & NON-
2.MIX N 2.6-24 MONTHS BOYS DENIM 1.WOMENS
2.DENIM
MATCH 3.6-24 MONTHS 2.DENIM' WEAR
3.ACTIV
3.TAVISH GIRLS 3.ACTIV 2.MENS
4.SLEEPWEAR A WEAR
4.2-8 YEARS BYS 4.SMART
5.EVERYDAY 3.KIDS
5.2-8 YEARS GIRLS CASUAL
CASUAL WEAR
6. 8-16 YEARS GIRLS 5.FORMAL
6.TIMELESS
7. 8-16 YEARS BOYS

Chart no. : 4.1

Different brands in western wear department are:

1. Bossini

Different brands in ethnic wear are:

1. Melange

Different brands which are there in men’s wear department are:

1. Sin
2. Forca
3. Peter England
11
 4. Bossini
5. Kappa
6. Oxemberg
7. Code

There are 5 departments at Max and they are Western wear, Ethnic wear, Kids wear and Men’s wear,
Footwear & Accessories. The apparel at max is divided into 2 i.e.

Apparel at max

Basic Non-Basic

Category
The basic products are Collection/stories
entry level price These are mediun priced
products which meet the seasonal These are high priced products
which are available and are season inspired themes
365 days and there is a and basic needs which are
fashionable yet neccessary and are based on latest trends
slight variation every and are displayed in Zone 1 i.e.
merchandise and are displayed in
season . wall
zone 2 ie. browser.

Fast Fashion
this is sub-division under Category.
the prices of products are mediun or high priced.the
designs are based on latest trends .and these are
displayesd at zone 2 i.e. browsers.

chart no. : 4.2

12
WESTERN WEAR is divided into young, denim, activ, sleepwear, everyday casual and Timeless.( REFER
ANNEXURE-7.1.1)

Sub- Department Basic products Non-basic products

1. Young Basic products are graphic tees. Non- basic products are tops,
dresses, woven shirts, knit tees,
pants, skirts, seasonal products.

2. Denim Basic products contain basic Non – basic have shirts, one
denim which has less prices. pieces, jumpsuits.

3. Active Non-basic contains tees, jogger

pants, jackets,

4. Sleepwear Non-basic contains chemise,

pyjamas and Capri, pyjama set,
Capri set, knit and woven gown
, shorts and Zip thru & sweat
shirts.

5. Everyday casual Basic contains camisoles, tees,

leggings

6. Timeless /contemporary Basic has printed tees. Non- basic contains dresses,
work wear collection tunics, tees, blouses, bottoms,
skirts, semi- formal shirts, semi-
formal bottoms, seasonal
(sweater and jacket)

Table no.:4.1.1: western wear

Sizes that are available are XS TO XXL. And few products have 3XL

13
ETHNIC WEAR is divided into Fusion, Mix and Match and Tavisha. (REFER ANNEXURE-7.1.2)

Sub-Department Basic Non-Basic

1. Fusion is divided into basic Basic has Fashion kurtas, Tunics, Non-basic has dresses, skirts,
and non-basic Knit bottoms. culottes, palazzos, fashion kurtas
and crop tops.

Different types of Tunics are

Embroidery, Printed, and Indi

Different types of dresses are

Maxi, Boho, and Midday

2. MNM: Mix and Match is Basic has Fashion kurtas, Non-basic has palazzos, ladies
divided into basic and non- patilaya, short kurtas, Dupattas, kurtas has dresses and layered
basic Churidars, salwars. All these kurtas, all day kurtas, work wear
have bundle offer which is valid collection, occasion wear, kalidar
for 365 days. kurtas, Skirts, Casual kurtas.

3. TAVISHA: These products Tavisha has no basic products It has CKD i.e. Chudidar Kurta
are high MRP Dupatta, SKD I.E. Salwar Kurta
Dupatta, Fast Fashion kurta
,Fashion Kurtas, palazzos, Skirts,
Crop tops..

Table no.:4.1.2 : Ethnic wear

FABRICS USED ARE: Knit, Woven, Natural has cotton linen, silk and wool, viscose, Rayon and nylon,
liva which is provided by Aditya Birla Fashion Limited.

Sizes that are available are XS TO XXL.

14
KIDS WEAR has new born, infant boys, Infant girls 2-8 years’ boys, 2-8 years girls, 8-16 years girls, 8-16
years boys. ( REFER ANNEXURE-7.1.3)

Sub-Department Basic products Non-Basic products

1. New born has products from Long sleeve, pack of sleep suit,
0-3 months body suit, baby bids, and gift
set.
2. Infant boys have products In Basic products there is a Non-Basic has woven bottoms,
from 6-24 months and 18-24 Children Picnic Table which has denim starting from Rs. 369,
months. tees at Rs. 149 and this is a woven shirts, and woven shorts
bundle offer which is for 365
days, Knit bottoms, Knit shorts.

3. Infant girls have products In Basic products there is a In Non-basic there are casual
from 6-24 months and 18-24 Children Picnic Table which has pants, dresses, rompers,
months. tops and leggings for girls at Rs. jumpsuit and skirts.
149and this is a bundle offer
which is for 365 days, knit
bottoms, knit shorts and basic
denim.
4. 2-8 boys have basic and non- Basic has a Double Sided Table Non Basic gas Woven shirts,
basic products. which has knit tees for boys at Woven bottoms, casual pants,
Rs. 169 149and this is a bundle denim and collar tees.
offer which is for 365 days,
sleepwear starting from Rs. 449,
Basic denim at Rs. 449.
5. 2-8 girls have basic and non- Basic has a Double Sided Table Non-basic starting from Rs. 369
basic products. which has knit tees for girls at has dress, casual pants, woven
Rs. 169 and this is a bundle offer shorts, rampers, jumpsuit, and
which is for 365 days, knit denim.
bottoms starting from Rs. 349,
Denim starting from Rs. 399,
Sleepwear starting from Rs. 369,
innerwear starting from Rs.
229,Knit shorts

15
 6. 8-16 years boys have basic Basic has a Double Sided Table Non- Basic has Casual pants
and non-basic products which has knit tees for boys at starting from Rs. 649, woven
Rs. 199 and this is a bundle offer tops starting from Rs. 699,
which is for 365 days, sleepwear Track pants starting from Rs.
starting from Rs. 449, Basic 499.
denim at Rs. 449, active wear
the fabric is Polyester starting
from Rs. 399.
7. 8-16 years girls have basic Basic has a Double Sided Table Non-Basic has dress, casual
and non-basic products which has knit tees for girls at pants, woven bottoms, shorts
Rs. 199 and this is a bundle offer and skirts, rampers, jumpsuit,
which is for 365 days, legging denim tunics, Disney character
starting from Rs.199,sleepwear tops.
starting from Rs. 549 ,denim
starting from Rs. 549.

Table no.:4.1.3 : Kids wear

Fabric used is cotton and polyester.

Sizes available are according to the age :6-12 months,18-24 months,2-3 years,3-4 years,5-6 years, 7-8
years,8-9 years,9-10 years,11-12 years,13-14 years ,15-16 years.

16
MENS WEAR has Casual & Non-Denim, Denim’, Activ, Smart Casual, Innerwear, Formal. ( REFER
ANNEXURE-7.1.4)

Sub-department Basic Products Non-Basic products

1. Casual & Non-Denim has Basic products contains chest Non-basic products contains
basic and Non-basic products prints starting from Rs.299, shirts, henli tees starting from
everyday shirts starting from Rs. 699,woven shorts, mock
Rs.699 and this is a bundle offer neck tees, cowl neck tees, indigo
which is for 365 days, cargo shirts, holiday shirts starting
shorts. from Rs. 899,Mandrin collar
shirts, shorts starting from Rs.
799,cargo shorts starting from
Rs. 799, linen trousers starting
from Rs. 1049,innerwear, casual
pants starting from Rs.
1299,sleeveless tees.
2. Denim has basic and non – Basic products have jeans Non basic products have jeans,
basic products starting from Rs. 649 casual tees, and shirts.

3. Activ Basic products are tees, shorts Non –basic products have tees ,
and track pants. shorts , track pants and seasonal
products.

4. Smart Casual Non- basic smart casual shirts,

smart casual trousers/chinos.

5. Formal Non –basic contains shirts,

trousers and ties.

6. Innerwear Basic products are Vests,

briefs, trunks, boxers.

Table no.: 4.1.4 :mens wear.

SIZES AVAILABLE ARE: SHIRTS: 39 TO 44, DENIM: 28 TO 40, REGULAR FIT-30 TO 40, SLIM FIT-
28 TO 38, CASUALS-STO XXL.
Fabric used is cotton, linen.

17
FOOTWEAR AND ACCESSORIES: ( REFER ANNEXURE-7.1.5)
FOOTWEAR

Department Products
MENS FOOTWEAR: Casual lace up shoes, casual slip on, sandals,
slippers, sports shoes, canvas.
LADIES FOOTWEAR Heel sandals, flat sandals, ballerinas, boots, slippers,
canvas shoes, casual shoes, plastic molded shoes,
bedroom slippers.

KIDS BOYS AND GIRLS Canvas shoes, sandals, shoes, slippers.

Table no.: 4.1.5 : footwear

SIZES AVAILABLE ARE: WOMEN: 28 TO 41, MENS: 36 to 44, KIDS: 16TO 26

ACCESSORIES: Max has men’s, ladies and kids and home accessories
MENS ACCESSORIES: Sunglasses, caps, belts, wallet, backpacks,
handkerchiefs, bags, socks.

LADIES ACCESSORIES Sunglasses, caps, belts, wallet, backpacks,

handkerchiefs ,bags, jewellery, hair accessories like
clips, rubber bands, hair bands, pouches, scarves,
socks.

KIDS ACCESSORIES Sunglasses, caps, belts, wallet, backpacks,

handkerchiefs ,bags, jewellery, hair accessories like
clips, rubber bands, hair bands, lunch box, pencil
box, pouches, kids cushion, toys, water bottle, sipper,
socks.

HOME ACCESSORIES Towels.

Table no.: 4.1.6: Accessories.

Prices are: sunglasses: starting from Rs. 599, Accessories: starting from Rs 199, Wallets: starting from Rs
699, Handbags: starting from Rs 799
Sizes are: Free size
18
2. TO GET AN UNDERSTANDING ON HOW VM IS DONE AT THE STORE.

Visual merchandising is one of the most important aspects of retail operations as it attracts, engages and
motivates the customer to make a purchase. The VM at the store changes with every season. VM is also
done for special occasions such as festive seasons, EOSS etc.
 There are 4 seasons at max i.e. spring, summer, autumn and winter season according to which the
VM theme is set. From Feb to April is spring. From April to July is summer. From July to October
is autumn and from September to October is Festive season. From November to January is winter.
 Each of these seasons has a theme as summer and spring have longer time there are two hits and
therefore two themes. In the month of April-May the theme was Holiyays.
 The head VM sends the planogram as to how the VM of the store should be through mail. And once
it is set the picture of the window display should be sent to the head office.
 According to the theme the HO will be sending the theme picture and the signages used for the
theme.
 In each season the HO will be sending the picture of the VM guidelines to every store, according to
the season.
 Every season the store will receive 3 planogram. As per that the store is set up.
 Each and every MAX store has to follow the VM guidelines of that particular company.
 But the new arrivals have to be placed according to the VM guidelines.
 The VM who is dressing the mannequins has to check, whether the option which is displayed has
all sizes or not.
 The visual merchandiser will have checklist also where he needs to maintain it as per the guidelines
given by the head office. This checklist that the VM has to check daily. In this the VM has to check
if the store exterior, interior, window display, all 5 departments are set properly according to the
guidelines and if the signages are in displayed properly or not. All props are set according to the
planogram. (REFER ANNEXURE -7.2.1)
 The role of VM is not only limited to window display. The segregation of discounted and non-
discounted stock, display of the stock story wise, color blocking, etc. are taken care by the VM. In
the planogram the store also have color chip card which helps to identify the relevant options from
the category and match to the collection options that helps substitute when the options gets depleted
or not available.
 The VM ensures that everything on the floor is as per the planogram. It includes displays, floor fixtures,
signage and mannequin displays. Signage such as product signage, price signage, signage During EOSS

19
 special elements are used for highlighting the ongoing offer such as drop downs, discount signage,
discount tags etc.
CRE’s role in VM
 Each CRE’s have been given a separate wall to each of them, every morning as soon as they come
to the store they have to set their wall.
 As soon as the sale is done they do auto-refilling. E.g.: If the customer comes and selects one kurti
from the set, as soon as the sale is done the CRE’s there will replace the stock with the same size
and same shirt.
 At the times of closing, CRE’s have to set the floor.

Window display plays a highly role in retail:- (REFER ANNXURE-7.2.2)

 The design and communication is rolled out by the HO team, and the same is implemented through
various vendors\suppliers under the supervision of regional VM’s.
 At MAX window display is to be done as per the color story or theme for the season.
 Mannequins to be in prescribed SKU’s or category only, as defined in the window display docket.
The colors have to be considered and the facing of the mannequins should be in a proper way.
 Prices have to be places for all the merchandise that are worn by the mannequin.
 Mannequins should be accessorized.

The mannequins which are there near the focal points have to be dressed and ironed neatly. (REFER
ANNEXURE -7.2.3)

 The lights should be focused on the mannequins.

 Windows to be cleaned and free from dust at all times.
 The signages have to be placed properly in the window display.

The window display of the store is changed once in a week. And the pictures have to be sent to the head
VM. Also if any changes then it has to be informed.

SIGNAGE FOR DISPLAY:

For display of signage every time the head office will send the format for how to display the signage
according to this only the store works on it.

The store uses Microsoft access to take printout for signage. The store uses new version that is 21.1 for
signage. (REFER ANNEXURE-7.2.4)

1. They need to sign in then it will show a new page.

2. Once you get the new page select the division for which division you required signage.
20
 3. After the selection of division select the products that you want for your signage keep the pricing
points to it then select the report type like in what way you want A5 signage or A4 signage.
4. Save the records and then print it. This is the process that the store uses to take out the printout for
signage.

KINDS OF SIGNAGES USED: ( REFER ANNEXURE 7.2.5)

A5 signage is used for gondola.

A4 signage is used for wall.
Dropdowns (EOSS)

Hierarchy for visual merchandising

STORE VISUAL MERCHANDISER

UNIT VISUAL MERCHANDISER
CLUSTER VISUAL MERCHANDISER
EXECUTIVE VISUAL MERCHANDISER
REGIONAL HEAD
HEAD OFFICE

Chart no. : 4.2 : Hierarchy for visual merchandising

VM ELEMENTS: ( REFER ANNEXURE 7.2.6)

Mannequin

It is an artificial model made in the form of a human being used especially to show clothes in a store. There
are total 20 mannequins in the store. The store has both standing mannequin, sitting mannequin. The store
has stage display in kids and men’s wear.

Lighting

Store lighting also places a very important role in visual merchandising. If the lighting is not proper in the
store the customer won’t prefer to come into the store if check that all lighting is working properly in the
store. There are two types of lighting in the store that is accent lighting and ambient lighting. For window
display the store uses accent lighting. The cash counter has Task lighting.

Props:

21
At max at every fourth meter of the wall has a prop. The props at max are shoes, scarfs, handbags. Placing
the props has to be done according to the Planogram. Two to three pieces of shoes scarfs, handbags are
placed in the wall. If the scarfs, handbag or shoes are not available then the VM can select.

Music:

Music is a key, if underrated, element in a store’s retail mix: The right music has the potential to put people
in the right mood, define the brand’s image, attract customers and increase sales opportunities and revenue

Max radio is played all the times in the store. The songs that are played are calm and relaxing. The songs are
played in Hindi, English and Telugu.

Different Zones at Max are:

Zone 1: high level- wherein the products are displayed on the wall.

Zone 2: buy level-where in the merchandise are displayed on browsers, gondolas and rail.

Zone 3: eye level –wherein the merchandise is kept on double side basic table.

Fixtures that are used at Max are: (REFER ANNEXURE-7.2.7)

 Wood Nesting table,

 Glass nesting table,
 Double sided-glass table,
 Gondola,
 Browser -4, 6,
 A –Rail.
 Tower with slat walls ( used for jewellery)
 Eye wear tower

Types of Arms: ( REFER ANNEXURE -7.2.8)

 Straight Arms,
 T –arm,
 U -bar,
 Step arm,
 Peg hook,
 Cross bar.

Types of shelves:

22
  wooden,
 Glass.

3. TO GET AN INSIGHT ON CASHIERING PROCESS.

There are 8 billing counter in the store. And each counter has a barcode scanner, 2 EDC machines, cash till,
customer display, fake detector machine, Security tag remover, Security tag detector. (REFER.
ANNEXURE-7.3.1). The software that is used for the cashiering process is “ORPOS”. ORPOS is (Oracle
point of sale ) the software used for cashiering process. It helps the cashiers to categorize the types of
payment, add customers, shows sales report, set up vouchers, address books, etc.

As soon as the cashier comes he/she has to click F3 for login with user id and password then click yes. Then
enter till id and then enter the float amount which is 2000 i.e. opening cash. At the end of the day it is given
to the head cashier.

Cashiering checklist is maintained by the head cashier wherein he checks if the float amount has been issued
or not and seeing if EDC rolls and POS rolls are available or not and checking if there are enough carry bags
for the day. EDC machine are in good condition. At the end of the day he checks if all the amounts are
tallied and all system and removing all the hard tags and pins and all the hangers are sent back.
This has to be signed by the head cashier and by SM and ASM. ( REFER ANNEXURE-7.3.2 )

The process that is followed for cashiering is : ( REFER ANNEXURE-7.3.3 )

1. Greeting the customers: The cashier does the cashiering. The cashier who is doing the billing greets the
customer by telling “Good morning/afternoon/evening”.
2. Collect the customer’s details: The cashier first takes the customer’s mobile number and checks if he/she
is a member of the loyalty program. If he/she is not a member, the customer is asked if they want to
become a part of the membership. If yes, the then cashier creates a membership for the customer. The
membership page has fields such as name, contact number, email id, etc. if he/she has a membership,
then their loyalty points are checked for redeeming in the transaction. The cashier informs the customer
about the loyalty points and asks if they want to redeem the points.
3. Scan the products: The cashier takes the customer products and scans them for the billing. The cashier
also informs them about the offers running in the store. The cashier also motivates the customer to buy
the add-on goods such as belts, socks, wallets, handkerchiefs, scarfs, accessories.
4. Enter F6 option which is tender option
5. . The customer is asked about the mode of payment they want to pay in for their purchase.

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 Modes of payment: The modes of payment at Max are cash, card, e-wallets, LMR points, Credit Notes,
EMI (Bajaj Finserv) as the modes of payment. In the meanwhile the house keeping removes the hard
tags from the products and packs them. The customer is asked about the mode of payment they want to
pay in for their purchase.

CASH PAYMENT:
Collect the cash and click F2 which is for cash and then the till opens.
CARD PAYMENT:
 Collect the card
 Then click F4 which is the credit option.
 Then click F3 for offline EDC
 Enter 12 digits in which the last four digits are card number
 Select the EDC’s bank
 Then the card is inserted in the EDC and the amount of the transaction is written.
 Then a slip is received and one copy of it is taken and is kept with the cashier and the other is given
to the customer.
 The cashier has to write the approval code from the slip and then the bill is received and given to the
customer along with the bag.
6. Close the transaction: Once the bill is issued then it is given to the customer along with the bag. Then the
cashier wishes the customer “thank you” .The transaction is completed.
At night, when the store closes, the head cashier checks the cash sales, card sales, etc. And they then
manually check the amount and tally it with the system count. The money is stored in the head cashier’s
cabin until the next morning. The next morning a person from bank comes and collects the money while
collecting the amount a department manager has to be present while the money is handed over to that
person.

EXCHANGE PROCEDURE

 Once the security brings the bag of exchange, and the customer brings the product which he wants to
exchange then the procedure for exchanging the product is

 Press enter

 Press F2

 Scan the barcode of the bill

 Scan the barcode of exchange product

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  Again click F2

 Mention the reason for returning.

 Enter customer details and the exchange code for 2 times.

 Press F6 i.e. tender option then F4 i.e. then the store credit is printed the customer has to sign in the
store credit.

Exchanging a product with a new one

 Enter customer mobile number.

 Scan the new product.

 Then scan the barcode of store credit. ( REFER ANNEXURE -7.3.4)

 Left out amount is shown in the screen which has to be paid by the customer.

If exchanging but not buying a new product:

 The store credit is given to the customer which is valid for 90 days.

4. TO KNOW ABOUT THE EXCHANGE POLICY AND THE LOYALTY PROGRAM

Exchange policy at Max is that the customers can exchanged within 30 days .The customer has to bring the
bill along with them. The products should be in good condition. If in case the customer doesn’t have bill
then from LMR the records can be checked through customers Mobile Number.

Once the customer enters the store he/she has to go to the security counter where the security lady sees the
condition first and then a slip is prepared wherein the store code ,date is written then the description of
product barcode number MRP and number of pieces is written then the customer name and number is taken
and the reason for exchange is written then the invoice number and invoice date is written then the security
who prepared the slip signs and the customer signs and a department manager’s signature is taken. (REFER
ANNEXURE-7.4.1)

Then all the products that are to be exchanged are kept in a bag with a tag and are sent to the cash counter. If
the customer wishes to exchange then and there then they can shop or else the customer can avail the store
credit from the cashier which will be valid for 90 days.

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LOYALTY PROGRAM
Landmark Rewards Program is a rewards and benefits program of the Landmark Group in India aimed at
providing loyalty benefits to all customers. Customers can enrol voluntarily for the Landmark Rewards
program by sharing their mobile number at the store or online. Subject to certain restrictions on earning and
spending loyalty points at certain stores as mentioned herein, Landmark Rewards Program covers all the
participating stores and brands of the Landmark Group in India which includes Lifestyle, Max Fashion,
Home Centre, Melange, Krispy Kreme, Splash, Spar & Fun City.

The Landmark Rewards membership is voluntary, valid for a lifetime and is non-transferable. As a pre-
condition to becoming a member, a customer will be required to provide mandatory information including
Full name, valid & active Indian mobile number, fill-up and sign prescribed forms and adhere to such terms
and conditions as may be prescribed for membership from time to time. The Landmark Rewards
membership will be issued solely at the discretion of the management and the final discretion on all matters
relating to the membership shall rest with the group companies of the Landmark Group.

Earning loyalty points: ( REFER ANNEXURE-7.4.2)

The mobile number of the members is the primary identification for earning loyalty point upon purchase.
Members need to quote their registered mobile number at the participating stores during billing to earn
loyalty points. Member's signature is subject to verification at the time of purchase or redemption.

The number of loyalty points earned by a member is based on the tier category into which he/she falls into.
A customer will be classified as a gold or platinum member based on the spends by the member mentioned
against the tier below and terms and conditions mentioned herein:

TIER ANNUAL SPENDS (IN RUPEES)

Gold Up to Rs.64999/-

Platinum Rs. 65000/- and more

Table no. : 4.4.1 : Earning loyalty points

All newly enrolled members will be categorised under gold category upon enrolment.

After enrolment, the member will be upgraded to platinum category if during the period of 12 months after
enrolment the member spends (invoice amount less taxes and statutory levies) falls within the threshold of
platinum tier category as mentioned in the table above.

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If during the period of 12 months after enrolment or after last upgrade, a member does not make requisite
spends (invoice amount less taxes and statutory levies) required for him/her to maintain the existing tier
category, the member will be moved to the gold tier.

For every spend (invoice amount less taxes and statutory levies) of Rs 200/-, loyalty points will be awarded
to a member as per the below table for shopping with the respective brands based on the tier category to
which the customer belongs:

Benefits given to the customers are :

BENEFITS GOLD PLATINUM

Points for every Rs. 200 spent 2 2

Birthday bonus points - 300

Exclusive store promotion  

End of season sale previews  

Out of store oers  

Table: 4.4.2: Benefits given to the customers

Loyalty points will be earned on the purchase value excluding taxes and statutory levies.

The credit of loyalty points against purchases made at Landmark Group Stores will take at least 3 days to
reflect in the member's account. For online purchases made at LifestyleStores.com and MaxFashion.com,
the credit of Loyalty Points will take place after 21 days of the purchase. The group companies of the
Landmark Group shall not be responsible for any delay in having the loyalty points credited into the
member's account.

The loyalty points earned would be valid for 12 months from the date of credit of points. If not spent within
12 months from the date of credit of points, such loyalty points will automatically lapse and will not be re-
credited in any event.

Spending loyalty points: (REFER ANNEXURE-7.4.3)

The loyalty points earned by a member can be spent towards purchase of products in any of the participating
stores of the Landmark Group subject to the terms and conditions mentioned herein. Landmark Rewards
loyalty points cannot be spent for cash. Presently, loyalty points can be spent real time at the cash counter
only at Lifestyle, Home Centre, Max, Splash, Melange, and Krispy Kreme, Fun City, and SPAR stores.

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The member should have accumulated a minimum of 166 points for spending. The value of 1 point is
Rs.0.60. A member will be required to spend a minimum of 166 points (Rs.100) during any transaction.
Once the transaction is completed, the loyalty points in a member's account will be reduced to the extent of
the Points spent. If there is any shortfall in payment under an invoice after spending the loyalty points, the
member shall pay such amounts separately.

5. TO UNDERSTAND THE PROCESS OF INVENTORY MANAGEMENT AND THE

ALTERATION PROCESS

Inventory management supervises the flow of goods from manufacturers to warehouses and from these
facilities to point of sale. A key function of inventory management is to keep a detailed record of each new
or returned product as it enters or leaves a warehouse or point of sale. The inventory manager takes care of
all these.

Inventory at max comes from 3 places i.e. inter store, Distribution center which is the warehouse and vendor
i.e. supplier.

The software that is used is SIM which is Store Inventory Management.

Inventory checklist: here the inventory manager checks the daily activities of the store and checking the
exchanges, deleted, suspended, cancelled and damages are sent on time to the vendor or the warehouse.
Checking if the stock inward and outward process is smoothly done or not.(REFER ANNEXURE-)

At max there are 2 types of inwards that are received and those are: 1.from warehouse to the store.

2. Consolidation.

PROCESS OF INWARD OF THE STOCK FROM WAREHOUSE TO STORE:

Stock is received daily from Monday to Saturday between 1:00 pm to 2:00 pm. The stock should be received
by the inventory manager, any one department manager and one security guard and the housekeeping staff.
In the absence of inventory manager, store manager or assistant store manager should be present. The driver
of the truck has two copies of the documents with him, one he keeps for himself and one he gives to the
inventory manager. The documents are: ( REFER ANNEXURE -7.5.2)

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  STN (stock transfer note) contains from address, to address, Document no., document date, LR no.,
LR date, transporter name, no. of cartons, container id, group, departments, Brand, quantity, cost
value, MRP value.
 CCS (carton control slip) (loading sheet) has container id, department, box no. , store id.
 Carton box control sheet: In this how many boxes are there are ticked.
 E-Way bill (2 copies)
 LR (lorry receipt) has sender address, receiver address, no. of packages, types of packages, docket
no., docket charges, Declared value of cargo, Security signature, consignee stamp.
 Asset transfer form

As soon as the inventory manager receives the documents we checks the seal number on the seal of the
truck’s lock and checks if it matches with the seal number on the STN. Once the seal matches the driver
breaks the seal. Then every carton is weighed and the weight is noted down in the CCS. Cartons are weighed
to avoid any variance or shrinkage. Once all the stock is weighed all the cartons are send to the back office
for inward.

The stock inward is done using a PDT (portable data terminal).

1. Open wave link studio app in PDT then open SIM1 file and then enter the user id and password. Enter
the user id and password, it shows various options:
i. Shipping/receiving-this is used when the merchandise is received from warehouse or vendor and is
shipped to different stores.
ii. Lookups
iii. Stock counts-this is perpetual inventory.
iv. Logouts-this is for logging out of the software.
2. For receiving of stock we have to select shipping/receiving option. So we have to click 1. Then again it
shows few options:
i. Direct delivery- these are when the inventory is directly delivered to the store .this is usesd for
brands like Peter England, Bossini etc.
ii. Warehouse delivery- these are when the products are sent from the distribution center. This is
used for max products.
iii. Warehouse quick receive
iv. Transfer scan-this is store to store transfer
v. Return scan-these are the products that have to be returned to the warehouse or vendor
vi. Receive transfer
3. As we are receiving it from warehouse we have to select warehouse delivery option. So click on the 2nd
option. Now start scanning.
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4. First scan the barcode of the container id. We get 2 options: 1. Receive container; 2. Receive all; click on
the 1st option.
5. Again 3 options will be shown: 1. Receive case level; 2. Receive damages; 3. Receive container; Then
select the first option.
6. Then scan all the items in the carton.
7. Once all the items are scanned press enter, then press escapes, it will show the expected quantity and the
scanned or received quantity, if both tallies, press escape and save the delivery.
If the received and scanned quantity doesn’t match then physical count has to be done. Even after the
counting it is less then a mail is sent with a photo of container and weight.
If any miss matches are there then
If the product doesn’t have a barcode then the style code is written and sent to the Regional Office
through mail and RO sends the printed barcodes to the store.

CONSOLIDATION:

Documents that are needed are: 1.STN: Stock Transfer Note.

This is when the products are sent from different store. Only one PDT can be used here. Here the products
which are slow moving in one store but are sold better in other stores then the products are sent to the other
stores.

The process for consolidation stock is that same as normal inventory the only change in the process is that
instead of clicking on warehouse delivery click on option 4 i.e., Transfer scan.

VENDOR INVENTORY:

Documents that are needed are: 1.Tax Invoice. ( REFER ANNEXURE-7.5.3 )

Here the regional office requests the purchase order to the vendor and then the vendor sends the products to
the store.

The same process will be followed except here instead of clicking on 2 which is warehouse delivery the 1st
option which is direct delivery has to be clicked.

OUTWARD PROCESS:

Outward can to the warehouse, to the vendor and to the other stores.

Outward to warehouse is for hard tags, damaged products, and empty crates, and merchandise.

For outward of empty crates and hard tags: (REFER ANNEXURE-7.5.4)

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A non- returnable Gate pass is a slip is prepared by the security wherein the store code, to address, date,
vehicle number and time at which it is sent, then the description and how many boxes and quantity is
written. This slip is signed by the inventory manager, security guard and the driver.

For outward of damaged products: once the customer brings in the damage product. (REFER ANNEXURE-
7.5.5)

Then the security checks and sees the date of the bill and then accordingly there is a damage slip which is
written wherein the department, item, brand, date, place of damage, type of damage and action taken for it
and is signed by security person and the customer. Before 20th of the month the department manager has to
send in all the details of damages in a proper format given to them and those will be sent to the quality
control department and then accordingly it will be sent back to the vendor.

For outward of merchandise:

 The merchandise controller from the Regional Office sends a RMS number (retail merchandising
system) in which all the details of the products (barcode, quantity, etc.) to be send will be mentioned.
 Once the store receives the details, it has to scan the items that are supposed to outward and pack
them and send it in the same truck from which they receive stock.

For scanning the stock, in PDT

 Open wave link studio app then

 Open SIM file and then login using the user id and password.
 Enter the password, it shows 4 option from which select 1st option i.e. Shipping and receiving
option. Then it shows 6 option from which we have to choose transfer scan option if we have to send
it to different store.
 If we have to send it to warehouse or to the vendor we have to select return scan option.

ALTERATION: (REFER ANNEXURE-7.5.5)

Alteration at Max is done for altering the trousers/pants and for kurtis and tops and is done after 1pm and
based on the products the time is given by the tailor.

Once the customer has completed the billing and wants to alter his/her product then he/she has to go to the
security.

There a slip wherein date, date of delivery , customer name and address ,mobile number, invoice number ,
invoice date , barcode number , brand, description ,quantity, customer signature, security signature. The
bigger slip is stapled with the bill and given to the tailor along with the product and the tailor take the

31
measurements and tells the customer the time taken for the completion of the alteration. And the small part
is given to the customer so when they come to take their altered product they have to show it to the security
and collect their product.

The customer is told that the altered product cannot be returned beforehand only. And within 7 days
customer can take their product.

6. TO UNDERSTAND THE SOP’S AND ITS IMPORTANCE.

STORE CLOSING AND OPENING:

The people who are authorized to open/close the store are department manager/SM/ASM. There are 2 set of
keys that are there at the store. One is with the opening department manager/ASM /SM. And the other is
with the closing department manager/SM/ASM.

STORE CLOSING: (REFER ANNEXURE-7.6.1)

 At the end of the day once the store closes the merchandise has to be kept in a presentable manner.
 All the cash tills are closed.
 Then daily sales report has to be sent to the ARM.
 Head cashier /senior cashier checks if there is any shrinkage in the amount and is tallied.
 Once all of this is done then the security along with the department manager sticks the seal to the
cashier’s cabin, VM room, store manager cabin, server room, and security tag remover and in that
seal there is date and signatures of security and the department manager.
 Then all the lights, AC, sensormatics , music is closed.
 Then the store closing checklist is checked .then the main door is locked and a seal is stuck on it.
 And the keys are with the department manager.

STORE OPENING: (REFER ANNEXURE-7.6.2)

 Once the opening department manager and the security comes they check the seal and the date in it
.then if it is correct then they switch on all the lights, AC, sensormatics.
 Then the housekeeping cleans the entire store before the store opens.
 The merchandise has to be kept in a presentable manner cashier has to issue the float amount by
10:30.
 Then the checklist has to check before the store is open for the customers.

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CHECKLIST: There are different checklists for different department like inventory checklist, VM checklist,
cashiering checklist, department manager checklist and grooming standards .these checklist are checked to
check if everything is done in systematic manner or not.

Department manager checklist: here the department manager checks if his department is ready or not and
sees if staff is present on time or not and if the products are displayed according to the planogram and
briefing the Customer Relation Executives on the present day sales target and motivating them. .(REFER
ANNEXURE-7.6.3)

Grooming standards checklist: Here the department manager checks if the CRE’S are following the
grooming standards or not. This has to be checked every day. (REFER ANNEXURE-7.6.4)

SOP’S: ( REFER ANNEXURE -7.6.5)

Wooqer is software wherein the SM/ASM has to check all the details.
In this the date will be set and accordingly SM /ASM has to check all the details. And this has to be done
after the 2nd briefing. In this every day SM/ASM has to check according to the specific day.

Like Monday they have to check hygiene of the store and pictures have to be uploaded in this app.

Tuesday is for analysis: here the department manager along with SM & ASM analyzes what mistakes or if
there are any changes that can be made.

Wednesday is for review here they PRAP (performance review and action plan) which is they review the
last weeks targets and see what went wrong and prepare the action plan for the next week.

Thursday is processing like WBC and cashiering processes a file is prepared and uploaded.

Friday is get set: here the store should be ready for the weekend the stock should be neatly maintained and
options are.
This also checks if all the departments are set according to the planogram or not and also checks the floor is
ready for the day or not and the maintenance of the store. All of this has to be uploaded every day which can
be seen by the Regional Office.

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7. TO UNDERSTAND THE SALES PROCESS AT MAX AND TO KNOW THE CRITERIA FOR
STAR OF THE MONTH

The sales process that is followed at Max is MGD which is meet, greet and direct.

M-MEET- Meeting the customer-As soon as the customer enters meeting them.

G-GREET-This includes verbal and non-verbal communication .wishing the customer and asking the
customer needs with smile and eye contact.

D-DIRECT-understanding customer needs and directing them in fulfilling their needs and suggesting them
till the billing is completed.

THE PARAMETERS FOR STAR OF THE MONTH:

Based on few parameters the CRE’s are given incentives monthly for that the CRE have to follow MGD
properly and have to follow grooming standards and should be punctual and provide value to the customers.

 How many 3001 to5000 bills are made and the number of 5001 to7000 bills are made then number of
7001 to 9000 bills made and number of 90001 and above bills are made
 Punctuality of the employees where in a register is maintained where the entry time along with the
signature is taken. As well as everyday biometrics have to be given as soon as they enter the store.
 Cheque leaf
 Attendance: A register is maintained where in attendance is taken in a register where the entry time
along with the signature is taken. As well as everyday biometrics have to be given as soon as they
enter the store
 Value certificate: How are CRE’s handling the customers and how they add value to customers.

Based on these parameters points are given and then the incentives are given to the CRE. (REFER
ANNEXURE-7.7.1)

8. TO GET AN OVERVIEW OF EVENTS AND OFFERS THAT TOOK PLACE AT MAX.

MAX KIDS FESTIVAL: (REFER ANNEXURE-7.8.1)

a form was given to the customers wherein they had to fill the details and then on mother’s day their
children had a competition of block building wherein the children had to create 2 different blocks and show
it and then they got certificate for participating in this and they got a coupon wherein they get a discount in
kids wear department which was valid only for that one day.
RAMZAN EVENT.: (REFER ANNEXURE-7.8.2)
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On the occasion of ramzan there was a lady who was appointed to apply mehandi to the lady customers on
the occasion of ramzan. This was a three day event on the last weekend of ramzan.
Here the customer details were also taken like their name and mobile number.
OFFERS AT MAX : (REFER ANNEXURE-7.8.3)
Avengers’ kit this was came when the avengers’ end game release.Here if the customer shops for Rs 3999
they would get avengers kit just for Rs 99 only. This kit has a pencil box, water bottle, tiffin box and an
exam pad in it.
Ramzan offer:
This offer was release one month before ramzan
here if the customer shops for Rs.3999 in a single bill then they can take a kadai with lid just for rs. 99 only
and if they shop for Rs. 6999 then the can get a kadai set just for Rs.199 from home centre.

9. TO GET AN UNDERSTANDING ON THE ONLINE PORTAL CLICK & COLLECT.

Click & Collect is a free service which allows you to shop and pay on our site, select a participating Max
store in the Hyderabad and collect your product at your convenience.
Click & Collect is free from your chosen store.
How to use Click & Collect
It's easy! All it takes is a few quick steps:

1. Shop your products online.

Browse on the products at MaxFashion.com and add them to the basket.
2. Choose the shipping method.
The customer has two options either he/she can click and collect or can directly get the product delivered at
home.
3. Select a store.
Choose from the list or use the map view to selecting the store accordingly which is convenient for the
customer to collect from.
4. Pay for the order.
Reviewing the order, make the payment and proceed to the confirmation page by clicking on 'Place Your
Order'.
5. Collect the order.
They will send the customer an email and SMS when the order is ready.

Requirements to bring while collecting the order:

The customer has to bring either the SMS that they receive or email confirmation. This can either be printed
or on their smart phone or tablet.
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The store also checks some form of identification to make sure that the product that they are giving is to the
right person.
This needs to be either:
- Valid Aadhar Card or Pan Card.
- Valid driver's license or passport featuring a current photograph.

Time of delivery:
Orders placed before 1:00 PM from Monday to Saturday can be collected from your chosen pick-up store in
1-4 business days after 4: 00 AM. The exact number of days it will take to arrive at your pick-up store will
depend on its location.

Returning a Click & Collect order

Customers can return their products in three easy ways.
Request a return online

 Go to Order History in My Account, select the products that the customer wants to return and place a
return request.
 Pack and seal the products and hand them over to the courier partner along with the invoice. They’ll
give you an acknowledgement receipt.
 The store will check your returns and credit refund to the customer's card, bank account or wallet.
Return to Store: (REFER ANNEXURE)

 Wrap the products in their original shipping packaging and bring them along with the invoice to any
Max store.
 Hand over your return - an authorised staff member will take your package.
 After we check your returns, we'll process your refund. You’ll receive a refund to your card, bank
account or wallet, depending on your payment method. You can also opt for a Credit Note.
Call for a pick-up
 Call customer care at 1800-123-1444 to schedule a pick-up time and location.
 Pack and seal to the products and hand them over to the courier partner along with the invoice.
They’ll give you an acknowledgement receipt.
 They’ll check customer returns, and credit the refund to customer's card, bank account or wallet.
All warranty cards must be included while returning the products.

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 CHAPTER V

SUGGESTIONS AND RECOMMENDATIONS

1. I would like to suggest them to repair the AC’s regularly as the water keeps leaking.
2. I would like to recommend them to open the second floor cash till even on week days as
customers have to wait for a longer time for billing.
3. I would like to suggest them to have different modes of payments like Paytm , Google pay
etc. as many customers don’t carry money with them.
4. I would like to suggest them to reduce the number of merchandise displayed on the gandolas
and shelves as there are chances of it falling.
5. I would like to suggest them to have seating arrangements in first and second floor.
6. I would recommend them to tell the customers about the washing techniques so that the
customers will not come back with an exchange.

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 CHAPTER VI

SUMMARY AND CONCLUSION

Max group is well known for its quality products and service. I understood the product knowledge,
inventory process, how stock is scanned and placed after receiving it from the warehouse and outward of
goods and the documents required guidelines of visual merchandising and the company standard operating
procedures. There was also the learning of the various aspects of visual merchandising and displaying the
merchandise and dressing of mannequins. I also experienced how to handle different types of customers and
understood the process for billing a product and also the procedure for exchanging a product.

I would like to convey that the internship was carried smoothly I gained a lot of knowledge.
I would like to conclude that research has helped me to gain knowledge in fields of retailing. The manager
and the staff of Max have been a pillar in supporting and guiding me through this internship. I would like to
thank the college and the company for giving me such a wonderful opportunity of doing this summer
internship.

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