Hamleys

Hamleys - Toy Store

1. PRESENTATION ON HAMLEYS Submitted to World Class Skill Center Vivek Vihar New Delhi 110095 Submitted by Ashutosh Chauhan

2. HAMLEYS (DLF MALL OF INDIA) NOIDA

3. HAMLEYS Hamleys is an Indian-owned toy retailer, one of the largest in the world. It is currently owned by the Indian company Reliance Retail. It was founded by William Hamley in High Holborn, London, in 1760 and that was a flagship store in the London. They have started their journey form making wooden toys and they are the leaders in the toys store market. They continued their Legacy from 1760 to till now. Hamleys is expanding their business in all over the world. We have an real example in India they are expanding their business on high levels they are about to open 100 stores in India till the end of 2019. They have 58 stores right now.

4. ABOUT THE STORE DLF MALL OF INDIA (NOIDA) 4 th FLOOR WEBSITE:- WWW.HAMLEYS.COM TOTAL EMPLOYESS:- 6 0 (Staff, Supervisor, DSM, SM) OPENING STORE AT :- 9:00 A.M. CLOSING STORE AT :- 10:00 P.M.

5. QUALITY POLICY In our store to maintain the quality policy we assure our customers to provide as much as facilities and also give them the door to door facility to the customers those who live near our store or in DELHI NCR. And also give them the exchange facility in which if the product they buy is defective or not in good working condition they can exchange with another product or with the same. And also if they gifted it to someone and they have the same at their home or they are not liking it they can also exchange.

6. DETAILED OPERATIONS, PRODUCTS AND SERVICES WITH BRANDS STOCK MANAGEMENT. TIME TO TIME JINGLES. REPLENISHMENT . VISUAL MERCHANDISING. GIFT WRAPPING. DEMONSTRATIONS OF THE PRODUCTS. HANDLING THE QUARIES OF THE CUSTOMERS. ORGANISING ACTIVITIES ACCORDING TO THE NEW PRODUCTS LAUNCHING STRATEGIES.

7. JOB DESCRIPTION FUN CONSULTANT DATE OF JOINIING :- 5/5/2019 KEY RESPONSIBILITIES TO ENTERTAIN THE CUSTOMERS BY GIVING THEM THE QUALITY SERVICES. GIVING THEM THE DEMONSTRATION AND EXPLAIN THEM HOW TO USE THE PRODUCTS .

8. STORE HIERARCHY Store Director Store Manager Deputy Store Manager Fun Consultant (FC) Supervisor

9. PRODUCT MIX GIRLS SECTION BOYS SECTION RIDE ON’S SCIENCE SECTION ART & CRAFT PRE SCHOOL MUSICAL INSTRUMENT BOOKS SECTION SOFT TOYS ( PLUSH) GAMES & PUZZELS RC SECTION GUNS SECTION

10. RACKS & DISPLAY Every section have a different rack. For Teddy Bear they have like supermarket rack.

11. RACKS &DISPLAY Some time toys or branded big cars are kept on table display which is centrally located to attract the kids.

12. RACKS & DISPLAY Gondola were present at end. Rack shelf is depend on the size of the toys. Wall flashing done to attract people. The height of the rack is max 5 feet. Shelf is also max 4-5.

13. ENTERTAINMENT All the demonstration and entertainer are be at the entrance level. They are showing demonstration on new toys which are operated on battery or very attractive.

14. KEY LEARNINGS FROM ON THE JOB EXPERIENCE Learning regarding Sales and Retail Customer delight is our priority . Understanding the need of customer is the most important thing for both the customer and the company. Understanding the behavior of the customer. Never judge a customer by their appearance(the main learning I have got ). Upselling and Cross selling is the key to success. Product knowledge is very important as customer can come to you with any query.

15. LEARNING REGARDING OPERATIONS AND SUPPLY CHAIN MANAGEMENT There are 4 teams working in our store for the smooth running of the operations (the sales team, the back office team , security and loss prevention team and the house keeping staff) All have equal importance in the store - Sales T eam - Focus on the sales and replenishment of stock. Boh T eam - M aintain the availability of stock. Slp T eam - T ake care of shrinkage. House keeping T eam - Helps in gift wrapping and maintaining the cleanliness and a clutter free environment.

16. I learnt how to arrange the stock on customer demand as we have to first make a STN(stock transfer note) and then we have to place a STO(stock transfer order) and then we have to bring that stock to our store. After receiving the goods ,the GRN(goods received note) of the goods is done before taking them to the floor. LEARNING REGARDING CUSTOMER SERVICE HAMLEYS has it’s own service sequence- HAMLEYS FIRST IMPRESSION APPROACHING THE CUSTOMER MEETING THE NEEDS LOST IN DEMOS ENGAGING TILL EXPERIENCE SEEING THEM OFF YOU COME FIRST

17. Even at the cash till, there is a sequence everyone has to follow which is G.G.C.B.A.L.T. G - Greeting G - Gift W rapping C - Complimenting T he P roduct B - Battery A ddition A - ATV(Average T ransaction V alue ) L- Loyalty T - Thanks If a customer enrolls himself or herself for the Loyalty program then 2% of their shopping is added to their card and they can redeem them when they have 100 points = 200 Rs.

18. LEARNING REGARDING THE WORKING ENVIRONMET OF THE COMPANY The working environment at hamleys is very energetic as you have to keep performing demonstrations the whole day and also you have to sing jingles. The staff is very helpful, no matter if he/she is your senior or a fun consultant at the same level. There is happiness and smiles all around you as they are so many children around you in the store. T he best part is there is a healthy competition in the store, everyone is there for each other, we work as a team. You learn to work under pressure and how to handle different type of problems.

19. CASE STUDY I attend the customer he want to exchange his Air Hockey because the Air Hockey was not proper work after listen his problem I told him about our company policy of exchange .That his date of exchange is already passed and Air Hockey was damage but he was not ready to understood and after that I contact to my supervisor and told him all about the case but finally a solution came out and we take a photo of Air Hockey and sent to store manager after few minutes store manager approve for exchange.

20. THANK YOU