PROJECT REPORT ON GENERAL STORE

Executive Summary

This study is undergoing at LMS Enterprises or General Store. The industrial

training shows the overview of the task done during the period of project. It
helps me to gain more knowledge and practical understanding in various areas
of organization. It improves the knowledge level of everyone through which
they can enter their future career.

It was an unforgettable opportunity to experience the partial industrial

environment, work, discipline, teamwork, time management, quality
controlling, and to obtain a clear understanding of the theoretical knowledge
from the company.

From the study at LMS Enterprise. It has been observed that the marketing,
finance, human resource, production department, aims in increasing their
productivity and to place right person in the right job, through a proper channel
of recruitment and training given to an employee, all this I have practically
learned and practiced from industrial training.

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CHAPTER I

Introduction

The retail industry shows a constant positive demand especially for food and
related products. Compared to other business activities this kind of business has
low risks because of low required investments. New forms of cost cutting and
store optimization will help to set up a successful business. The return on this
retail business has a growth rate of about 3% to5% per year. A company that
provides additional service activities for the customers can be sure to have a
high demand and a strong competition advantage General Store is located in the
Avalahalli, in the Famous area of the City. This business plan is prepared to
obtain Rs.4, 00,000 Sales turn over in next financial year & also for the
expansion of the store.

We are seeking joint financing from our local Economic Development Fund.
India is the only one country having the highest shop density in the world, with
11 outlets per 1000 people (12 million retail shops for about 209 million
households). Rather we can see the democratic scenario in Indian Retail
(because of low level of centralization, low capital input and due to a good

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number of self organized retail). Indian retail is dominated by a large number of
small retailers consisting of the local shops, owner-manned general stores,
chemists, footwear shops, apparel shops, paan and beedi shops, hand-cart
hawkers, pavement vendors, etc. which together make up the so- called
“unorganized retail” or traditional retail The last 3-4 years have witnessed the
entry of a number of organized retailers opening stores in various modern
formats in metros and other important cities.

Still, the overall share of organized retailing in total retail business. The
operation of a General Store business that offers a range of food and beverage
products is the core of this start-up. A strong focus of this business will be
placed on the development of new and innovative strategies for the customers
that deliver a significant value. One central goal of the proposed business
strategy is the development of an own identity. Such identity will create
customer loyalty and help gain a competitive advantage Therefore, Store is
planned to provide new &interesting services to the customer.

The General Store concept, as shown in our plan, has an excellent profitability
level and growth rate. Our competitive edge, along with new retail techniques
and technology, puts our store in the forefront of the retailing of perishable and
non-perishable consumer goods. We are living in an age where unique grocery

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store environments are in great demand. The store will differ from the
traditional grocery store because of their added personal touch.

Objectives
“General Store” is a neighborhood LMS enterprise, which is located in
Avalahalli, this area is known as the corporate city, which is convenient for all
the people.
 Obtain necessary funding.

 Become an established community destination with a customer

satisfaction rate of 90% by the end of the next financial year.

 Achieving Sales Turnover of Rs.4, 00,000Per month in next year.

 Hiring 5 five new employees for the Store.

 Repay debt from original financing by the end of the next three years.

 Utilizing the Marketing budget of Rs.50, 000 for the promotion of the
Store.

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STATEMENT OF THE PROBLEM

The study has been conducted on LMS Enterprise. Too find service quality on
customers in choosing LMS Enterprise. This study has done on certain aspect of
employee behaviors, satisfaction of customers.

NEED OF THE STUDY

Nowadays there are many supermarkets in every area Every supermarket must
have some loyal customers every market condition will be in some changes.
The quality of service on customers should be good and employees should
respect the customers in a peaceful manner and that leads to satisfaction of
customers and loyalty of customers. We need to know the customers of what
they are buying and check our services and process by getting feedback of
customers. This research shows the quality of service done to the customers by
the employees.

SCOPE OF THE STUDY

This research will be applicable in the area of quality services on customers by
employees at LMS Enterprise. This report will be helping the understanding of
quality of services done to the customers by employees at LMS Enterprise and
it would help LMS Enterprise in loyalty of customers.

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CHAPTER II

Description of the Organization

Supermarkets are essential entities in economies globally due to their critical
function of providing and distributing basic human needs such as food items,
consumer goods and lifestyle products.
The Indian retail sector contributes substantially to India’s economy by 1.1
trillion in 2024 and supports 15.2 million people jobs. The supermarket sector is
rapidly evolving and updating shop formats.
A service quality can be the cornerstone to retailing success retailers need to
constantly evaluate their service quality using reliable scale. This is particularly
done in retail grocery business. The grocery industry has always been regarded
as a cash and carry business and profit margins small compared with other
service industries. A study of role and effect of service quality to grocery
retailers in the supermarket advances and an understanding of the notion of
service quality done by the employees to customers helps in developing the
appropriate marketing strategies for global retail marketers
Service quality is found to be a critical element in enhancing the perceptions of
overall merchandise quality in the context of the supermarket. This study
attempts to fill the gap by examining the dimensions of retail service quality and
it needs to satisfaction of customers as well as employee’s behavior.
Service quality is the most important dimension in supermarket. Customers are
very critical supermarkets need to work hard by satisfying their customers in
order to gain market share and increase profitability. Service quality as an
important and essential aspect which can impact the satisfaction of customers.
Service quality and which leads to purchase product and services.

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Service quality which helps to deliver on customers impacts the

organizational results like increasing productivity, improved market share,
loyalty of customers and customers purchase intention this service quality
which is delivered to customers has been based on the employee's behavior this
service quality named as interaction quality, serviced environment quality and
received quality.

The retail sector has the face the fierce strategic battlefield because of falling
profit margins. It helps the shoppers to have more chances to go to individual
retailer. 90 percent of global retail transactions are now made in physical stores.
As such, supermarket must now switch from supplier's products to suppliers
from exclusive product deals and service quality is the important thing in
supermarket that may result in shopping in online.

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A supermarket is a self -service offering a wide variety of food, beverages,

make up products and household products are organized into sections. This kind
of store is larger and has a wider selection that earlier grocery stores but is
smaller and more limited in the range of merchandise than a hyper market are
big box market. In everyday U.S usage, however, “Grocery store” is
synonymous with supermarket, and is not used to refer to other types of stores
that sell groceries.
The supermarket typically has places for fresh meat, fresh produce., dairy
products, baked items, desserts etc. shelf is also reserved for canned and
packaged goods and for various non -food items such as kitchen ware,
household cleaners, pharmacy products and pet supplies.

The traditional supermarket occupies a large amount of floor space, usually on a

single level. It is usually suited near a residential area in order to be convenient
to customers. The basic appeal is the availability of broad selection of good
under a single roof, at relatively low prices. Other advantages include ease of
parking and frequently the convenience of shopping hours extend into the
evening or even 24 hours of the day. Supermarkets usually allocates large
budgets to advertising, typically through newspapers. They also present
elaborate in-shop displays of products.
Supermarkets typically are chained stores, supplied by the distribution of their
parent companies, thus increasing opportunity for economies of scale.
Supermarkets usually offer products relatively at low price by using their
buying power to buy goods from manufactures at low prices than smaller stores.
They also minimize financing costs by paying for goods at least 30 days after
receipt and some extract credit terms of 90 days or more from vendors. Certain
products (typically stapple foods such as bread, milk and sugar) are very
occasionally sold as loss leaders to attract shoppers to their stores.

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In supermarkets cards such as Sodexo are also available given by the customers.
Supermarkets make up for their low margins by a high volume of sales, and
with of high-margin items brought by the attracted shoppers. Self-service with
shopping carts(trolleys) or baskets reduces labor costs, as. and many
supermarket chains are attempting further reduction by shifting too self-service
check-out.

COMPANY PROFILE

STATUS INFORMATION
Company Name LMS Enterprise
Founder Name Subbareddy BP
Date of Establishment/Place 2010
Turnover INR1.00 Crores (In 2022-2023)
Registered Address Chinannaganahalli, Avalahalli main
road ,Virgonagar post, Bangalore
Telephone Number 8296135582
E-Mail LMSenterpise@[email protected]
Company Status Active

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OBJECTIVE OF STUDY
Primary objective
To understand the quality of service done to the customers by employees in
supermarket.

Secondary objective
 To find the effect of service quality on customer’s trust.

 To find the service quality on customer satisfaction.

 To discover the effect of service quality on loyalty of customers.

Mission
The most fundamental philosophy of The LMS Enterprise General Store is the
concern for people. The Stores primary objective is to create a new and
revolutionary distribution outlet that will significantly reduce prices for its
customers and provide greater services with an equal level of quality. The Store
seeks to be first to market with this daring new idea so as to capture market
share and create greater than average profits. Stores philosophy of concern for
people gives our General Store the drive to be a good corporate citizen. Store
believe that they have a responsibility to be a good neighbor in maintaining
their property in first-class condition and by making the appearance of their
plant, facilities, equipment, and grounds as attractive as possible, making them
an asset to the communities that support their store.

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Hours of Operation:
Store hours will be 7 days a week from 08:00 A.M. until 09:00 P.M. Checks
&all the credit cards will be accepted. A food stamp policy along with other
policies will be in place.

Start-up Summary:
Start-up costs will be financed through a combination of owner investment,
short-term loans, and long-term borrowing. The start-up chart shows the
distribution of financing.

About the Store Products:

The Yogeswar General Store will sell the same products as other convenience
stores in the same packaging sizes, quality, and quantity as other stores. This
includes, Spices, Soft drinks, Snacks, Tea, Coffee, Hair oil, Ghee, Pulses, Oil,
Cheese, Panneer, Ketchup, Ready to cook Products. & Sugar, Pulses, Spices,
Butter, Oil, Cheese, Panneer, Ketchup, Ready to cook products, Moong flour
(green), Moong flour (white), Corn flour, Cream of rice/ Ravaidly flour, Laddu
besan, Chapatti flour, Shoji fine, Rajagra flour, Singodaflour, Maida flour, Bajra
flour, Wheat flour, Jowar flour, Handwa flour, Mathia flour, Dhokla flour,
Kodri flour, Amchur powder, Black pepper powder, Black salt powder,
Cardamom powder, Chilly crushed, Chilly powder gondal, Chilly powder
kashmiri, Chilly powder reshampatti, Chilly white powder, Cinnamon powder,
Cloves powder, Coriander powder, Coriander-cumin powder.

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CHAPTER III:

Experiential Learning

Research Methodology
Research is the process of systematic and in-depth study of any topic, subject or
any are of investigation backed by collection, compilation, presentation and
interpretation relevant data in detail.

RESEARCH PROCESS
In research process, the first and foremost step defining and selecting a research
problem. A researcher should at first find the problem. Then he should
formulate it so that it becomes susceptible to research. For a systematic
presentation, the process of research may be classified under three stages-
primary stage, secondary stage and tertiary stage.

THE PRIMARY STAGE INCLUDES

 Observation
 Interest
 Formulating research problem
 Documentation
 Research designs

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THE SECONDARY STAGE INCLUDES

 Project planning
 Data collection
 Questionnaire preparation
 Analysis of data
 Testing of hypothesis
 Interpretation

TYPES OF RESEARCH

 DESCRIPTIVE RESEARCH
Descriptive research has been used, it involves survey and act finding enquiries
its different kinds, the purpose of descriptive research is the descriptive of stage
affairs, as it exists at present.

PROJECT PLANNING
Project planning is the first step in conducting and directing a research project.
It is one of the most important tasks of researcher. This includes formulation of
the researcher objectives and goals and determining ways of achieving them.

DATA COLLECTION
Data collection is one of the most important aspects of research. The
information research methodology must be accurate and relevant. The data
collection method can be classified into two methods.

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PRIMARY DATA
Questionnaire method have been used as a tool for a data collection in this
research.

SECONDARY DATA
Secondary data means data that are already available i.e., they refer to data
which has already collected and analyzed by someone else. The secondary data
for the study was collected google scholar website.

 What I learned from this internship?

 Leadership skills
 Corporate Communication
 Teamwork and Organisational Behaviour
 Lead generation & Business acceleration
 Industry Relations
 Brand Strategy
 Get practical exposure and industry experience.

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QUESTIONNAIRE PREPARATION
The basic requisite of any research study is appropriate data which can be
collected with the help of a schedule or questionnaire. With the help of
questionnaire, it is easy to determine the involvement level of so many
employees in the organization.

PILOT SURVEY
Before collecting the relevant data to test the hypothesis, it is essential to
ascertain the applicability of the instruments to the population being studies.
Hence, a pilot study was undertaken with an objective to evaluate the tools
prepared for the study and to find whether they are providing the information
required.
SAMPLE SIZE
The sample size for this survey is 60.

PERIOD OF STUDY
The period of the study is from 1st April 2024 to 15th April 2024 with is
15 days of the study.

PERCENTAGE ANALYSIS
Research questions are always answered with a descriptive statistic. Generally,
either percentage or mean. Percentage is appropriate when it is important to how
many participants gave a particular answer. Generally, percentage is reported
when the responses have discrete categories.

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Industry analysis of the Indian retail sector

Modern retailing has entered India in form of sprawling malls and huge
complexes offering shopping, entertainment, leisure to the consumer as the
retailers experiment with a variety of formats, from discount stores to
supermarkets to hypermarkets to specialty chains. However, Kirana still
continue to score over modern formats primarily due to the convenience factor

Source:
The organized segment typically comprises of a large number of retailers,
greater enforcement of taxation mechanisms and better labour law monitoring
system. It's no longer about just stocking and selling but about efficient supply
chain management, developing vendor relationship quality customer service,
efficient merchandising and timely promotional campaigns. The modern retail
formats are encouraging development of well-established and efficient supply
chains in each segment ensuring efficient movement of goods from farms to
kitchens, which will result in Markets.

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PRODUCT DESCRIPTION

Grocery business is the only business that one can start almost anywhere since
food is essential for survival of human beings and selling food items is the most
profitable business of all time. Grocery shopping is the largest and most
consistent share of the expenses for every household. Groceries sell irrespective
of the state of the economy. The recent corona-virus outbreak has led to
lockdowns world-wide and many businesses suffered due to this pandemic.
Even in such emergency situation, the only businesses which have risen to the
occasion are the neighbourhood grocery stores. Grocery is one of the most
essential needs of people and therefore it has continued despite lockdown. The
McKinsey report says that groceries purchased from grocery stores during the
lockdown has gone up by 53 per cent. The report says that even after the
pandemic subsides there will be a 48 per cent growth in consumers buying
grocery to cook at home.

Everybody likes to shop from a new age vibrant grocery stores with products
stacked neatly, with clear price tags and salesperson quick enough to help the
customers out right from picking the shopping basket to the payment counter.
Off late, the organised retailing strategies brought in a revolutionary change in
the entire grocery retail scenario. In the modern grocery retail stores, the
customers do not have to push around the counter for space. Rather they are
allowed to go through a wide array of products stacked category-wise, pick
them up, feel them, compare the feel and price for making purchase decision in
an air-conditioned ambience.

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India has over a billion mouths to feed and this means that grocery food
businesses has less or no chance of having a bad time because unlike everything
else, people will not stop eating. People in India are ready to pay for
convenience and spend on commodities they need on a regular basis. With such
huge population and booming economy, opportunities are plenty in grocery
store business. But all one need to do is proper planning, thoughtful selection of
the inventory stock, business insurance, invest in better infrastructure, improvise
on technology and provide better customer service to soar in new business. The
investment to start a Grocery Store by no means is small but backed by
guaranteed returns and a steady growth rate is an opportunity which will always
bear results.

Current System
Many supermarkets use this type of billing system for a decade. It is improved
many times according to requirements of sellers & customers. It does the same
work i.e. calculating the bill, gives it to the customer & maintain proper
database. They are accurate in calculation & printing, they also generate
records.
A new concept is also added in the billing system is that they also maintain
relationships with the customers who purchase more products from the store
regularly. System also concerns their requirements & gives them more
commission. It also shows the overall reports which items are required & which
have cross their expiry date.

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CHAPTER IV

Internship Outcomes and Conclusion

An internship is a professional learning experience that offers meaningful,

practical work related to a student's field of study or career interest. An
internship gives a student the opportunity for career exploration and
development, and to learn new skills.
My experience of working with LMS Enterprise is amazing, this is my first
internship. I got many life lessons which will be helping me to grow further in
my life. It gain skills that will enhance your resume and increase your career
options. Explore a business or agency and observe or participate in the tasks and
responsibilities preformed daily by professionals. Experience workplace culture,
politics, and business etiquette. Discover a career or new interest.
Understanding sales and how it works is very important for many careers, but
doing high ticket sales would not benefit a student because of the pressure time
and inadequate experiences we have. Also we don't get many opportunities
either.
The various internship opportunity at LMS Enterprise helps us understand how
various aspects of a career is or will look in reality. We can then make better
decision on career choices. Working at LMS Enterprise is an opportunity up for
grab.
I gained my 1st time ever real experience by taking to people and pitching
them the courses. I learnt at what stage my communication skills at and how
should I improve it for my benefit. The B2C corner really gave me a insight
about people and myself and I learnt client based service is a task which helped
me to understand my area which I should focus more on.

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Learnings
Throughout my internship experience, I was able to develop and foster a
truly positive and compassionate learning environment, all through the support
and mentorship of my cooperating team leader. Through the application of time
management, organization, discipline and consistent practice, my management
skills improved greatly.

My Learnings:
 Leadership skills
 Corporate Communication
 Teamwork and Organisational Behaviour
 Lead generation & Business acceleration
 Industry Relations
 Brand Strategy
 Get practical exposure and industry experience.

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FINDINGS
From the questionnaire, the following points are found and noted:
 Majority (25.0%) of the respondents of my questionnaire belong to the
age group 25-35
 Majority (42.0%) of the respondents of my questionnaire belong to
Female category.
 Majority (61.7.0%) of the respondents of my questionnaire are married.
 Majority (41.7.0%) of the respondents of my questionnaire income level
is between 5,000- 15,000.
 Majority (50.0%) of the respondents of my questionnaire visit shop in
once in 15 days.
 Majority (61.7.0%) of the respondents of my questionnaire feels that the
store members are providing fast service to the customers.
 Majority (77.0%) of the respondents of my questionnaire says that
employees are formally dressed and presentable.
 Majority (78.0%) of the respondents of my questionnaire says that they
will promise to deliver their services.
 Majority (90.0%) of the respondents of my questionnaire says that they
will never too busy to respond their request.
 Majority (65.0%) of the respondents of my questionnaire says that they
are waiting for long time at billing section.
 Majority (65.0%) of the respondents of my questionnaire feels that they
are delivering the products on time.

 Majority (67.0%) of the respondents of my questionnaire says that they

are giving immediate response if any dispute/issue arises.
 Majority (80.0%) of the respondents of my questionnaire says that the
employees are taking the customer request in a polite manner.

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SUGGESTIONS
 The shop should focus on customer complaints and request. Some of the
customers have complained about if any issues arise, they are not taking
correct action done to the customers.
 The shop employees must focus on the billing section also. They should
make fast billing section where the time is saved between both the
customers as well as employees and makes easy for all. Making at slow
billing will also make the customer to be angry and having the chances of
losing the customer.
 The shop needs to improve the quality of services done to the customers
should be done in a fast service.
 Some of the customers have complained about supermarket is they are
charging for covers for shopping. Hence, has to be improved by the no
amount of money should be taken for covers.
 Even though the complaints are not a big thing the quality of services
done to the customers should be resolve it in a good manner in order to
achieve more customers in supermarket.

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CONCLUSION
The study concludes that most of the customers like quality of services in
supermarket, purchasing of a product and reasonable prices which makes the
customers are satisfied and more comfortable. The customer feels that the LMS
Enterprise must come up with another billing section and good packaging
products. As per the findings as much as 88% of the respondents feels satisfied
with quality of services done to the customers in LMS Enterprise . So, finally in
other words we can say the quality of services and products is good and positive
Modern retailing has entered India in form of sprawling malls and huge
complexes offering shopping, entertainment, leisure to the consumer as the
retailers experiment with a variety of formats, from discount stores to
supermarkets to hypermarkets to specialty chains. However, kiranas still
continue to score over modern formats primarily due to the convenience factor.
It is true that India is moving towards to become developed country. Retail
sector play a very crucial role in it. With the help of the report we know about
the retail sector in India & how to make a business plan for a firm& what is the
planning & Strategies required for making their effective. It opens our horizon
about business planning. This is a very good experience of my to making a
report of LMS Enterprise GENERAL STORE.

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Bibliography

WEBSITES
WWW.GOOGLE.COM
WWW.SCRIBD.COM
WWW.MARKETINGTEACHER.COM

https://www.scirp.org/(S(lz5mqp453edsnp55rrgjct55.))/reference/referencespap
ers.aspx?referenceid=2456269

BOOKS:
MARKETING
Acharya, Kamal. "STUDENT INFORMATION MANAGEMENT
SYSTEM." Authorea Preprints (2024).

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Annexures

1. Name of the respondent _________________

2. Age of the respondent

 Below 25
 25-35
 35-45
 Above 45

3. Gender

 Male
 Female

4. Martial status

 Married
 Unmarried

5. Income of the customer

 5,000-15,000
 16,000-25,000
 25,000-50,000
 50,000 & above

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6. How many times do you visit this shop?

 Once in a week
 Once in 15 days
 Once in a month
 Once in 2-3 month

7. Are employees providing better services?

 Fast service
 Slow service
 Not good
 Not sufficient

8. Are employees be formally dressed and presentable

 Yes
 no

9. Are employees will never too busy to respond their request

 Yes
 No

10. Are you waiting for long time billing section at this shop?

 Yes
 No

11. Are they providing correct time home delivery?

 Delivery on time
 Slow delivery
 Not responding

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12. If any dispute/issue arises from the customer side, are they taking
immediate action?
 Immediate response
 Slow response
 Not responding

13. Are employees packaging goods in a better way?

 Yes
 No

14. Are employees are taking the customer request in a polite manner?

 Very good
 Good
 Neutral
 Bad
 Very bad

15. Are employees may charge extra amount for the goods brought by the
customer?

 Yes
 No

16. Are employees may charge extra amount for covers for shopping?

 Yes
 No

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