1. How do they compete with online and big retailers?

Ans. They don’t compete with online and big retailers because they do not have finance to deal with
those big giant. They have limited group of loyal customers which repeatedly buy from them and
bring new customers to them through word of mouth marketing. They build relationship with
customers by giving the right product at right price. They also make their customers aware that the
product quality and price are manipulated by online and big retailers and this small kirana stores sell
what is genuine and at right price which makes their customer satisfied.
2. How do they turn normal customers into loyal customers?
Ans. They treat their customers as God and give respect to them. They build relationship with them
which is beyond the business. The relationship building helps in making the normal customer into a
loyal customer. They sell genuine products and think to provide maximum value to the customer.
They will not sell or recommend a product which is not good for customer. They provide value to
customer apart from selling the product by delivering the product at home, returning the product if
it is not liked by customer and packing the product according to the need of customer.
3. How they handled the lockdown situation?
And. It was very hard for them to handle lockdown situation as they were not able to open their
shops and have to live on their savings. Government didn’t provide any relaxation to them and they
feared catching the infection which made them to live inside their home and live on the savings.
They are trying to overcome the loss happened due to lockdown but it will take time to overcome it.
4. Do they use any strategy to compete in the market?
Ans. They do not use any strategy as such. Their business runs purly on relationship with the
customer.
5. How do they decide on discounts?
Ans. They give the discount in the range of 2-5% which they get from the companies. Customers
know the rates of products from different sources which has increased the competition in the
market and thus they have to give maximum discounts to customers and get satisfied with the low
margins.
6. Can they feel the impact of technology?
Ans. Yes, technology and big retailers have hugely impacted their business. In future, technology
impact more on their business which they will be unable to compete with it because they are not tech
savvy.