1. The space required for the shop is determined based on demographics. 2.

Categorization of the store depends on, space, turnover and audience. 3. the offerings in the store is based on surveys, ethinc population, likes and dislikes of the local community. 4. Sections are based on space available, essentially the following is followed, trading density (cosmetics, accessories) top priority and preimium space. Apparel section is generally in the back. 5. Billing desks are on each floor, the customer service reception desk, first citizen desk and billing is kept separate to avoid conflict due to influence.

6. Loyalty program is one of the best in india, max members. It is chargeable card, but value is returned to the customer in terms of freebies. 7. Points system to encourage the customer classic (10000) - 1 point/100, silver (10-40k) - 2points/100, gold(40+) - 3 points/100 spent Gold members- free home delivery of altered garments, if size not available. Adnl 5% discount, 500 members each year get add on freebies, customer retention.

10. getting customer feedback, all positive are collected in a box, all negatives are sent to the store manager, it is his duty to address them, call them and invite them back to the store. Customer recovery. 11. also they have a lost customer recovery - call up customers who may have stopped shopping suddenly and reinvite them to visit the shop. 8. Employee engagement (interal marketing) Grooming, training (identifying customer type - trendy, classic, high value etc), internal competition employee of the month, family get together, treated as family not as employee, ss anthem (sonu nigam sunghadd ke age bhi ek hadd hain, in term of customer support), 9. Vendor development and retention: similar to employees, even vendors are treated as part of partners in progress; competition highest growth is rewarded with a certificate and trophy. They have an annual vendor meet, where the ceremony is held, next day is on business discussion and next is future path forward.

First Citizen card is offered to a regular customer which reflects their commitment to offer their customer the ultimate shopping experience. As a First Citizen, customers gets following benefits which add to customer delight: Reward points for every time you shop at Shopper Stop Exclusive benefits & privileges Exclusive offers for members only Regular updates on new arrivals & offers Exclusive cash counters for members.