RETAIL BUSINESS

Presentation By

MRIDUL ANTIM MANNA MITHILESH BIDKAR

Graduate Trainee Graduate Trainee
Cognizant Technology Cognizant Technology
Solutions. Solutions.
Loblaws Service desk. Loblaws Service desk

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 1 What is Retail?
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 CONCEPT
Retail is the sale of goods and services to
consumers, in contrast to wholesaling, which is
sale to business or institutional customers. A
retailer purchases goods in large quantities from
manufacturers, directly or through a wholesaler,
and then sells in smaller quantities to consumers
for a profit.

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 A broad perspective of retail.

A retail business gains profit by selling their goods or products to the consumers.
A retailer purchases goods in large quantities from manufacturers, directly or through a
wholesaler, and then sells in smaller quantities to consumers for a profit. Retailers are the
final link in the supply chain from producers to consumers.
Most modern retailers typically make a variety of strategic level decisions including the
type of store, the market to be served, the optimal product assortment, customer service,
supporting services and the store's overall market positioning. Once the strategic retail
plan is in place, retailers devise the retail mix which includes product, price, place,
promotion, personnel, and presentation.
Retail shops occur in a diverse range of types and in many different contexts – from strip
shopping centres in residential streets through to large, indoor shopping malls.
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 Consumer VS. Customer
CONSUMER
▪ A consumer consumes the product
directly from the retail shops.
▪ A consumer may be a common man or
a person with a business.
▪ A consumer is involved with the retail
side of the business.
▪ A consumer generally purchases the
product in small quantities.
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CUSTOMER
▪ A customer buys the product or
service in order to sell it further ahead
or to gain himself profit.
▪A customer is involved generally with
the business perspective.
▪ A customer is involved in the
wholesale side of the business.
▪ A customer purchases the products in
bulk in order to sell it further.
2 Subdivisions of
a retail business.
 CONCEPT
Larger stores, such as national chains, will have multiple sectors
where daily operations are handled. Depending on the retail
organization, the exact terminology for each division and title
held by each individual employee may vary but are typically
similar in nature from store to store.  “Titles demonstrate the
importance of the business functions, either internally or
externally.”[8]  Executive, finance, operations and sales are
integral parts of a large retail organizational structure.  The
executive level deals with preparation and planning. Finance
would handle the bookkeeping and accounting aspects of the
retail store.  Sales, also called store operations, would be
responsible for merchandising or customer service and regular
procedures implemented within the store itself.  Operations,
also sometimes called regional operations consist of
warehousing and transporting the merchandise.

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 1. Executive

The CEO (or president) of a large retail company is the primary decision maker for the
company. As with larger businesses the CEO reports to the shareholders and is the
company’s principal decision maker.  The executive division of a retail store will also
consist of management and in the largest of companies’ corporate recruiters who are
responsible for recruiting the top-level executives. These roles within a retail
organization which handle planning and hiring are sometimes termed Central
Operations. The entire workload and the companies Manpower is managed by the
executive section which ensures the hiring, planning and other operations are carried
forward in a smooth way.

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 2. Finance

In many national chain and diversified retail markets the organizational structure may
consist of a finance department. This department would house bookkeepers,
accountants and sometimes tax attorneys who keep records of the financial dealings of
a company. Accountants would record profit margins and losses as well as inventory
costs. Tax attorneys would assist in financial planning, navigate complex tax codes
and laws, handle disputes before the Internal Revenue Service (IRS) and oversee tax
planning to legally minimize tax burdens.Bookkeepers would also do a variety of
tasks including print checks and keep track of employees’ hours in order to pay them
their wages. The finance department helps in the budget planning and also keeps the
accounts of the retail.

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 3. Operations and Sales

Operations consist of warehouse and distribution. A Warehouse Operations Manager

might be one of the titles you would find in this sector of a retail organization. Not
only do these types of managers oversee the housing and transport of merchandise but
they also make decisions with regard to planning such as which software best
functions for their warehouse operations.Sales is another sector which deals with the
day to day operations and functions of a retail store. In larger retail stores a Corporate
Sales Manager (CSM) heads this division of a retail organization. CSM’s oversee the
sales force which works within a retail business.  These types of managers would
spend time on the sales floor as well as behind the scenes in the office of a store.

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3 ITES (Information
Technology
Enabled Service) 
 CONCEPT
ITES, Information Technology Enabled Service, is
defined as outsourcing of processes that can be
enabled with information technology and covers
diverse areas like finance, HR, administration,
health care, telecommunication, manufacturing etc. 

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 1.Customer support service

• 24/7 inbound / outbound call center services that address customer queries
and concerns through phone, email and live chat.

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 2.Technical support services

• Installation, product support, running support, troubleshooting, usage support

and problem resolution for computer software, hardware, peripherals and internet
infrastructure. 

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 3. Data entry and data
processing

• Data entry from paper, books, images, e-books, yellow pages, web
sites, business cards, printed documents, software applications, receipts,
bills, catalogs and mailing lists. 

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 4.Bookkeeping and accounting
services

• Maintenance of the customer’s general ledger, accounts receivables,

accounts payables, financial statements, bank reconciliations and assets
/ equipment ledgers. 

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 THE

4 IMPORTANCE
OF ITES IN
RETAIL
SECTOR 
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 CONCEPT
• With the increasing globalization of retailing, both in
terms of their points-of-sale and their points-of-supply;
the information technology (IT) spend in the retail sector
has increased significantly. IT plays an increasingly
important role in the management of complex retail
operations. 
• Market knowledge, as well as control of data and
information, is key to obtaining a competitive advantage in
the retail sector. Markets are continuing to grow and
become more complex; the simple process of retailing has
started to deploy more advanced retail information
systems to cope with all the transactions involved. 

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 5 Types of Retail
Software Solutions 

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 CONCEPT
• Retail software comprises various
digital solutions that enable
retailers to manage and automate
in-store and out-of-store processes.
Such solutions can offer general
functionality for the retail sector or
industry-specific features such as
software for supermarkets, clothing
stores, etc. 

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 1.Payment Processing
Software 

This type of retail software connects stores with banks and payment
systems. Its functions include: 
 
▪ Credit card processing and online payments 
▪ Secure storage of customer payment records 
▪ Customizable invoice creation 
▪ Creation of reports about all transactions and their statuses 
▪ Bank reconciliation. 

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 2.Inventory Management
Software

Inventory software systems control warehouse stocks and automate some processes. Here
are some examples:

• Automatic synchronization of stock with orders allows for instant updating of inventories and enables informed
supply chain decision-making.

• Automatic invoicing saves much time and makes price formation and revenue transparent.

• Automatic report generation provides real-time insights for planning the procurement, optimizing stock and making
sales predictions.

• Automatic expiry tracking eliminates issues of delivering goods of inferior quality to end users, thus increasing
customer satisfaction.

• Retail inventory management software can integrate with barcode scanning, RFID and tracking technologies.

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 Ex. SAP

• SAP Retail is a complete system that supports competitive assortment strategies,

variable sales technologies, and corresponding site categories, as well as
customer-oriented distribution logistics in retail with consumer products. 

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 3.Point of Sale (POS)

Retail POS systems consist of hardware (tablets, computers, cash registers, barcode scanners) and software and
are implemented in brick-and-mortar stores to conduct sales on the spot. Point of sale solutions unify functions
such as financial processing, inventory control, the management of discounts, layaways and returns.

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 4.Retail Management
Software

These are comprehensive digital platforms for retailers that integrate a set of tools to
manage business activities.

A single retail management solution provides multiple services, such as:

• Inventory management

• Invoicing and billing

• Customer relationship management (CRM)

• Marketing management

• Stock verification
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 Ex. Salesforce CRM

• Salesforce CRM eases personalized

communication with shoppers
through customized one-to-one
emails, messages, or social media
content for increased lead
generation and conversions. The
Salesforce helps you manage
discounts, rewards schemes, and
loyalty programs to expand the
customer base and attract more
sales. 
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