Documentos de Académico
Documentos de Profesional
Documentos de Cultura
)
FOR ADITYA COLLEGE
PROJECT REPORT
ON
Aditya College
BACHELOR OF
BUSINESS
ADMINISTRATION
2013-15
SUBMITTED TO:
SUBMITTED BY:
PANKAJ BAGHEL
CERTIFICATE
This is to certify that MR. PANKKAJ BAGHEL, students of
JIWAJI UNIVERSITY GWALIOR
DECLARATION
I hereby declare that the Project report titled COSTUMER
BEHAVIOUR AND DELIGHT is my original work and has not been
published or submitted for any degree, diploma or other similar
titles elsewhere. This has been undertaken for the purpose of
partial fulfillment of B.B.A. OF ADITYA COLLEGE (2013-15)
PANKAJ BAGHEL
(B.B.A.) (2013-15)
PREFACE
This project report attempts to bring under one cover the entire hard
work and dedication put in by me in the completion of the project work on
ACKNOWLEDGMENT
It is really a matter of pleasure for me to get an opportunity to thank all the
persons who contributed directly or indirectly for the successful completion
of
the
project
DELIGHT
report,
I am also grateful to all my faculty members for their valuable guidance and
suggestions for my entire study.
I would also like to thank the Big Bazaar team for extending their valuable
time and cooperation.
PANKAJ BAGHEL
(B.B.A.) (2013-15)
FOR ADITYA COLLEGE
(AFFILIATED BY JIWAJI UNIVERSITY )
INDEX
CONTENTS
1
INTRODUCTION.
COMPANY PROFILE
MARKETING MIX
SWOT ANALYSIS
RESEARCH METHODOLOGY
DATA ANALYSIS
CONCLUSION
10
RECOMMENDATIONS
11
BIBLIOGRAPHY
12
ANNEXURE: QUESTIONNAIRE
INTRODUCTION
BIG BAZAR, is Indias leading retailer that operates multiple retail formats
in both the value and lifestyle segment of the Indian consumer marker.
Headquartered in Mumbai (Bombay), the company operates over 5 million
square feet of retail space, has over 450 stores across 40 cities in India
and employs over 36,000people.
The companys leading formats include Pantaloons, a chain of fashion
outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a
supermarket chain, blends the look, touch and feel of Indian bazaars with
aspects of modern retail like choice, convenience and quality and Central,
a chain of seamless destination malls. Some of its other formats include,
Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station. The
company also operates an online portal, futurebazaar.com.
This market field survey will help in knowing the present customers tastes
and preferences. It will help me in estimating the customers future needs,
wants & demand.
COMPANY
PROFILE
BIG BAZAAR
Big Bazaar is a chain of hypermarkets in India, with more than 100 stores
in operation. It is a subsidiary of Future Group Venture Ltd's, and follows
the business model of United States-based Wal-Mart. Facilities offered
by Big Bazaar Online shopping: Big Bazaar has an official website,
FutureBazaar.com, which is one of the most favorite sites among people of
India for online shopping. Future Bazaar is an online business venture of
Future Group, which sells an assortment of products such as fashion,
which includes merchandise for men and women, mobile accessories,
mobile handsets and electronics like home theatres, video cameras, digital
camera, LCD TVs, kitchen appliances and many more.
Discounts: Hfte ka sabse sasta din was introduced by the Big Bazaar,
wherein extra and special discounts were offered on Wednesday every
week, to attract the potential buyers into their store.
Security check: At each exit of Big Bazaar, they use alarm systems or
Electronic Article Surveillance system, which detects the products that has
attached tags or not.
1.
requirements.
2.
Big Bazaar has released the doors for the fashion world, general
merchandise like sports goods, cutlery, crockery, utensils, and home
furnishings etc. at best economical prices.
3.
Big Bazaar group offers more than 100 stores all over the country
with an amalgamation
of Indian bazaars feel and touch with a convenience and choice of the
modern
retail
facilities
Big Bazaar has become a massive hit with lower middle-class and
6.
Reflect the look and feel of Indian bazaars at their modern outlets.
GROUP VISION
To deliver Everything, Everywhere, Everytime to Every
Indian Consumer in the most profitable manner.
GROUP MISSION
1 We share the vision and belief that our customers and stakeholders shall
be served only by creating and executing future scenarios in the
consumption space leading to economic development.
2 We will be the trendsetters in evolving delivery formats, creating retail
realty, making consumption affordable for all customer segments for
classes and for masses.
3 We shall infuse Indian brands with confused and renewed ambition
4 We shall be efficient and cost-conscious and committed to quality in
whatever we do.
FOOD BAZAR
FASHION
Board of directors
Managing director
Mr kishore Biyani
Wholetime Director
Mr
Gopikishan
Biyani
Mr Rakesh Biyani
Director
Mr
Shailesh
Haribhakti
Mr S.Doreswamy
Mr Darlie Koshy
Mr Anil Harish
KEY MEMBER OF BIG BAZAAR
STORE MANAGER- MR. RITESH GAUTAM
HR- Ms Anushree
ASM- Pankaj Sharma (Fashion, Electronic,GM Section)
ASM- Sachin Verma (Food, Non Food , Home Fashion, Laguge)
Dm- Sandip (Food, Non Food)
Tl Bhupendra
Tl Anuj
Tl- Satendra
Tl - Lalit
Tl Pawan Pal
Big Bazaar
Outlet
140 Outlets
Parent Group
Future Group
Owner
Kishore biyani
Founded
2001
Head office
Jogeshwari, Mumbai
Industry
Retail
Tagline
OBJECTIVES
1.
2.
3.
4.
5.
IMPORTANCE OF STUDY
Its provide guideline for further research in area for organized retail.
Research says about customer buying behavior towards Big Bazaar. The
research is also important to identify Market size, growth and Market
Potential of Big Bazaar. The research shows future Scenario of Big Bazaar
in current perspective. The study shows Opportunities and challenges for
Big Bazaar respect of internal & external environment. Research say about
main competitors in the field of organized retail sectors. The study provide
guideline to further extension of Big Bazaar. The study provide help to
know the customers satisfaction with Big Bazaar stores.
SCOPE OF STUDY
The scope of this research is to identify the buying behavior of customers
of Big Bazaar. This research is based on primary data and secondary data.
This study only focuses on urban buying behavior of customers. The study
does not say anything about rural buying behavior of customer because
rural norms/status/attitude & acceptance of the rural customers differs with
urban customers. It provides help to further the research for organized
retail sector. It aim to understand the skill of the company in the area like
technological advancement, competition in management.
CORE VALUES
1 Indianness-Confidence in ourselves
2 Leadership-To be leader in thought & business
3 Openness-To be open in & receptive to new ideas,
knowledge & information
4 Adaptability-To be flexible & adaptable, to meet new
challenges.
4. MARKETING MIX
PRODUCT MIX
Fashion
Produce
Denims
Shirts
Food Station
Farm
Shampoos
Fruits
&
Fabrics
Detergents
Soft Drink
Packaged
Juices
Formal Wear
Soaps
Milk Items
Casual Wear
Liquid Wash
Frozen Foods
PRICE MIX
Value Pricing (EDLP)
Promotional Pricing
Low Interest Financing
Psychological Discounting
Special Event Pricing
Differentiated Pricing
Time Pricing
Vegetables
Imported
Fruits
Dairy
Products
PLACE MIX
PROMOTION MIX
CUSTOMER
SERVICES WITH
REFERENCE TO
BIG BAZAAR
Big Bazaar specially targets working women & home markets who
are the primary decision maker.
Good customer service is the lifeblood of any business. You can offer
promotions and slash prices to bring in as many new customers as you
want, but unless you can get some of those customers to come back,
your business won't be profitable for long.
Good customer service is all about bringing customers back. And about
sending them away happy - happy enough to pass positive feedback
about your business along to others, who may then try the product or
service you offer for themselves and in their turn become repeat
customers.
Security check: At each exit of Big Bazaar, they use alarm systems or
Electronic Article Surveillance system, which detects the products that has
attached tags or not.
SWOT ANALYSIS
1.
Strengths
Everyday low pricing
Point of purchase
Experience marketing team executive staff
Emphasis on providing total customer satisfaction
Variety of stuff under single roof
Maintain good employee-employer relationship
2.
Weakness
Failing revenue/sq.ft
Unable to meet store targets
Unavailability of popular brands
3.
Opportunities
Population of country is growing where the scope of market is kept
4.
Threats
Competition from organized retail players which are in market and
are emerging.
Competition from local retailers.
RESEARCH
METHODOLGY
Meaning
Research Methodology is a set of various methods to be followed to find
out various informations regarding market strata of different products.
Research Methodology is required in every industry for acquiring
knowledge of their products.
Area of study
The study is exclusively done in the area of marketing. It is a process
requiring care, sophistication, experience, business judgment, and
imagination for which there can be no mechanical substitutes.
Sources of Data
Primary Source
Secondary Source
RESEARCH DESIGN
The research design is exploratory till identification of customer services
parameters. Later it becomes descriptive when it comes to evaluating
customer perception of customer service of the big bazaar.
RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to
take sample from the universe to know about its characteristics.
Sampling Units: Customers of Big bazaar.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal
Interview.
SAMPLE SIZE:
The work is a case of Big bazaar one of the Retail Sector industry together
representing great per cent of the market share of Indian retail sector. The
survey was conducted in the city of Delhi with two branches of big bazaar,
with 50 customers as respondent.
The questionnaire consists of two parts. The first part consists of three
questions concerning the demographic information of the respondent such
as the name, age, educational qualifications and income. The second part
consisting of 18 questions exploring the respondents perception about the
customer services of big bazaar.
RESEARCH LIMITATIONS
The study is only for the big bazaar confined to a particular location
and a very small sample of respondents. Hence the findings cannot be
treated as representative of the entire retail industry.
Respondents may give biased answers for the required data. Some of
the respondents did not like to respond.
Respondents tried to escape some statements by simply answering
neither agree nor disagree to most of the statements. This was one of
the most important limitation faced, as it was difficult to analyse and
come at a right conclusion.
In our study we have included 50 customers because of time limit.
DATA ANALYSIS
Ques. Income
MONTHLY
FREQUENCY
PERCENTAGE
INCOME
CUMULATIVE
PERCENTAGE
Below Rs.10000 2
Rs.10000
10
20
24
12
24
48
Above Rs.30000 26
52
100
TOTAL
100
Rs.20000
Rs.20000
Rs.30000
50
MONTHLY INCOME
4
20
Below Rs.10000
52
24
Rs.10000Rs.20000
Rs.20000
Rs.30000
Above Rs.30000
INTERPRETATION
From the table and graph above it can be seen that
4% respondents income are below 10000.
20% respondents income are between 10000 to 20000.
24% respondents age income are between 20000 to 30000.
52% respondents income are above 30000.
CATEGORY
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
UNDER GRADUATE
12
24
24
GRADUATE
26
52
76
POST GRADUATE
12
24
100
TOTAL
50
100
Educational qualifications
30
25
20
1
5
Educational
qualifications
1
0
5
0
SCHOOL
GRADUATE
POST
GRADUATE
INTERPRETATION
From the table and graph above it can be seen that
12% respondents are Under graduate.
26% respondents are Graduate.
12% respondents are Post graduate.
Ques. 1 How frequently do you visit Big Bazaar.
SCALE
FREQUENCY
Twice in a week
Once in a week
18
15
10
TOTAL
50
18
15
10
Once in a
week
During
Special
offers
Whenever
the need
arises
40%
30%
20%
10%
0%
Twice in a
week
INTERPRETATION
This is aimed at understanding how frequently customer visit shops & buy
their product or avail their services. The highest responses have been
attributed to once a week shopping. Such customer can be presumed to
have high disposal income & may buy more daily & fashion products.
Whereas 15% of them visit during special offers, 18% when need arises,
7% twice in a month.
FREQUENCY
PERCENTAGE
Yes
33
66
No
17
34
TOTAL
50
100
No
INTERPRETATION
Big Bazaar physical facilities are visually appealing. From this statement I
found that 66% of people are happy with the location of big bazaar as
compare to other 34%. It means that big bazaar is available at most
preferred places.
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
18
36
36
GOOD
24
48
84
AVERAGE
90
FAIR
10
100
TOTAL
50
100
EXCELLE
NT
GOOD
AVERAG
E
FAIR
48%
INTERPRETATION
Total sample size was 50. Here analysis shows that among the total
respondents 48% people agreed with this statement. They think that Big
Bazaar staff was available in a timely manner.
36% people rate this statement as excellent. Also 6% & 10%
respondents rate it as average and fair.
Ques. 4 Staff greeted you and offered to help you.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
GOOD
10
20
22
AVERAGE
15
30
52
FAIR
18
36
88
POOR
12
100
TOTAL
50
100
and
6
4
2
0
EXCELLENT GOOD
POOR
AVERAGE
FAIR
INTERPRETATION
Employees in Big bazaar are willing to help you. With this statement
more respondent give weightage to average. Good were 10 people i.e.
20% respondents, 18 people agreed i.e. 36% respondents agreed .
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
16
16
GOOD
21
42
58
AVERAGE
13
26
84
FAIR
10
94
POOR
100
TOTAL
50
100
Staff
answered
questions.
your
INTERPRETATION
From my analysis I found that 42% respondents agreed that
employees of big bazaar have complete knowledge to answer their
questions. 26% respondents rate it as average to this statement and
only
16%
to
excellent.
10%
to
fair
6%
to
poor.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
11
22
22
GOOD
17
34
56
AVERAGE
12
24
80
FAIR
14
94
POOR
100
TOTAL
50
100
EXCELLE
NT
GOOD
AVERAG
E
22
24
34
FAIR
POOR
INTERPRETATION
Employees of big bazaar understand specific needs and have great
knowledge of all product & services. With this statement most of the
respondents were rate this statement good i.e., 34%.. Among the total
respondents 24% respondents agreed with average and 22% for
excellent, 14% for fair and 6% for poor.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
GOOD
16
22
AVERAGE
20
40
62
FAIR
17
34
96
POOR
100
TOTAL
50
100
Staff
was
throughout.
courteous
INTERPRETATION
According to 40% of people feel that Employees of big bazaar are
very much courteous throughout. Others rate at it as 34% in fair,
16% as good , 6% as excellent.
Ques. 8 Overall, how would you rate customer service of Big Bazaar.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
EXCELLENT
GOOD
14
28
36
AVERAGE
23
46
82
FAIR
18
100
TOTAL
50
100
1
0
5
0
INTERPRETATION
Most of the respondents agreed with this statement. According to my
analysis, employees in big bazaar give prompt service. Among the total
respondents agreed respondents rate 46% as average, 28% as good,
18% fair & 8% excellent.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
STRONGLY DISAGREE
16
16
DISAGREE
16
32
48
11
22
70
AGREE
10
20
90
STRONGLY AGREE
10
100
TOTAL
50
100
DISAGREE
Your
complaints
are
constructively
handled
STRONGLY
AGREE
AGREE
NEITHER
NOR
10
AGREE
11
DISAGREE
16
STRONGLY
DISAGREE
0
9) Your complaints
are
constructively
handled
8
5
10
15
20
INTERPRETATION
When you have a problem, big bazaar shows little interest in solving it.
After analysing this statement I found that most of the respondents
agreed i.e. 32% respondents disagreed. Also I found that 22% were
neutral with this statement and 20% were committed with disagree. There
was 10 strongly disagreed. Hence Big Bazaar needs little improvement.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
DISAGREE
14
14
34
68
82
AGREE
18
100
TOTAL
50
100
DISAGREE
Staff
14
DISAGREE
NEITHER AGREE
NOR
DISAGREE
68
AGREE
INTERPRETATION
Employees in the big bazaar tell you exactly when the services will be
performed. Majority of the respondents are neutral or uncertain with this
statement.18% respondents were agree. At the same time 14%
disagreed.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
STRONGLY DISAGREE
DISAGREE
16
AGREE
18
36
52
STRONGLY AGREE
24
48
100
TOTAL
50
100
24
18
2
STRONGLY
DISAGREE DISAGREE
NEITHER
AGREE
NOR
DISAGREE
AGREE
STRONGL
Y
AGREE
INTERPRETATION
According to survey, it has been judged that staff of big bazaar
communicate in a language, which can be easily understood by the
customer. As 48% of respondent are strongly agree with this statement,
36% are agree and 8% are uncertain.
Ques. 12 The behavior of staff makes you feel that you can trust them and
have confidence in them.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
STRONGLY DISAGREE
18
18
DISAGREE
16
32
50
21
42
92
AGREE
100
TOTAL
50
100
DISAGREE
STRONGLY
DISAGREE
18
DISAGREE
42
32
NEITHER AGREE
NOR
DISAGREE
AGREE
INTERPRETATION
The employees of the bank are little trustworthy The behavior of
employees in big bazaar builds confidence in you. Here analysis shows
that most of the people that is 42% are uncertain, 32% are disagree, 18%
are strongly disagree and 8% are agree.
Ques. 13 The store layout at this store makes it easy for customers to find
what they need.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
STRONGLY DISAGREE
DISAGREE
12
24
30
11
22
52
AGREE
14
28
80
STRONGLY AGREE
10
20
100
TOTAL
50
100
DISAGREE
AGREE
NOR
DISAGREE
STRONGLY DISAGREE
0
10
15
INTERPRETATION
Big bazaar has modern- looking and hi- tech equipments system that
clearly shows customer, the product they want. They have well designed
system. 28% of respondent are agree with this statement, 24% are
disagree, 22% are uncertain, and 20% are strongly agree.
Ques. 14 The store layout at this store makes it easy for customers to move around the
store.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
STRONGLY DISAGREE
15
30
30
DISAGREE
18
48
12
24
72
AGREE
12
84
STRONGLY AGREE
16
100
TOTAL
50
100
80%
70
%
60%
15
50
%
40%
30
%
20
%
10
%
0
%
12
INTERPRETATION
According to research, it has been observed that store layout is not up to
the mark as desire by the customer. Because 30% are strongly disagree,
24% are uncertain, 18% are disagree and 16% are strongly agree.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
STRONGLY DISAGREE
18
36
36
DISAGREE
15
30
66
10
20
86
AGREE
10
96
STRONGLY AGREE
100
TOTAL
50
100
DISAGREE
Big
STRONGLY DISAGREE
4
36
DISAGR
EE
20
NEITHER AGREE NOR
DISAGREE
30
AGRE
E
STRONGLY AGREE
INTERPRETATION
From the above data I interpret that there are more number of four wheeler
coming to Big Bazaar than two wheeler. People prefer to visit big bazaar
with their families. And people are not satisfied with the parking facility. So
parking facility should be good to attract large number of customers.
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
16
16
AGREE
19
38
54
STRONGLY AGREE
23
46
100
TOTAL
50
100
DISAGREE
25
19
20
15
10
5
0
STRONGLY AGREE
INTERPRETATION
According to research it has been proved that Big Bazaar accept most
major credit cards. 46% of respondents strongly agree this statement,
whereas 38% agree and 16% are uncertain about this statement.
Ques. 17 What about the service could be improved?
SCALE
FREQUENCY
PERCENTAGE
CUMULATIVE
PERCENTAGE
Service
can
faster/more
be
11
22
22
30
efficient .
Service could be
friendlier.
14
44
14
58
11
22
80
16
96
100
TOTAL
50
100
Parking.
The location needs to be
closer.
4
22
16
be
be
22
14
14
INTERPRETATION
By analyzing the responses to this question, I as a researcher, can identify
the improvement areas in operations at Big Bazaar.
Appropriate decisions can be made keeping these numbers in mind.
We should increase the space for parking & perform services faster.
We should clean the store regularly so that customer feel hygienic in
the store.
Less percentage is given to behavior, their communication and
location.
Big Bazaar is undoubtedly number one retailer in India. It has build very
emotional & cordial relationship with its customers.
They are also intending to build long term relationship with all its
stakeholders which is very essential for successful business venture.
In order to attract customer they should provide good parking facility
Cleanliness and hygienic environment is also the major concern for big
bazaar. Management needs to be focus on it.
Store layout should also be developed in an efficient manner so that
customer can get things easily.
According to research I found that most of the people were affected &
attracted with offers and schemes. So, Big Bazaar should employ those
people who are well trained to provide information to customer regarding
new things to enhance its customer services.
Consumer choose malls to shop because they all want variety and
brands. According to customers it is economical as compared to other
places.
We can also say that location, variety conveniences and economical
products are not the only thing which attract the customer but good
customer service is one of the crucial factor that attract customers.
RECOMMENDATIONS
Advertising is the basic and most prominent tool to increase the
awareness of product. So, Big Bazaar should use this tool to increase their
share in the market.
Retail business is successful only when they have a good customer
services. Customer loyalty can only be gain by providing good or satisfied
services to the customers.
Most respondents take on the spot decision of buying different products
because of the various attractive products displays. So pretty combination
with good services should be done to retain customers.
Quality play a major role because most respondent said that they want
a quality product and thats also the one of the reason for most of the
respondents sticking to particular brand.
Customers are very price
conscious they are having many options in the market. The following steps
should opt :Should follow more of high low pricing rather than everyday low
pricing
Should go for a weekly coupon system as it hold more of the loyal
customers.
Should provide good customer services so that customer like to visit
again.
There should be a proper assortment of various product categories.
Proper training should be provided to the customer so that they can deal
with customer efficiently
Various offers can be provided to them to attract new customers.
Quality in product should be reach up to mark.
CONCLUSION
As most of the retail industries did market research before entering into
market. Same thing was done by Big Bazaar. Location, market, consumer
perception analysis was done by big bazaar.
In one year, much more diversification was done in it. And to retain
customers they use many loyalty programs & IT techniques.
Big bazaar, a part of future group is a hypermarket offering a huge array
of goods of good quality for all at affordable prices. Big bazaar with over
140 outlets in different part of India is present in both the metro cities as
well as in small towns.
Big bazaar can attract more customers by different variety an d
assortments.
They can improve customer satisfaction by providing home delivery
services.
We can conclude that Big Bazaar has one of the major retail industry
in india.
Working environment is good and also the various facilities is provided
to increase the customer services.
There exist a healthy & strong relationship between employees and
managers.
The employees accept their responsibility wholeheartedly and
perform the services in well manner that satisfied the customers.
BIBLIOGRAPHY
References
1.
Philip
Kotler,
marketing
management,
(Pearson
education,
12thedition)
2.
Research design,
(Prentice hall of India pvt. 5th edition)
3.
10th edition
4.
5.
bigbazaar.co.in
retailseminar.in
organizedretail.co.in
google.com
www.futuregroup.com
QUESTIO
NNAIRE
Respected Sir/Madam
I am student of Institute Of Management
& Research Ghaziabad, conducting
survey on customer service with
reference to big bazaar. All the data will
be kept confidential and will be used just
for analysis of the project. I request you to
tick the option which in your opinion
believes to be true.
Customers Name
Age :
M/F
Gender:
Below
Rs.10000 Rs.20000
Rs.20000 Rs.30000
Above Rs.30000
Educational Qualification:
graduate
Graduate
Under
Post Graduate
2)
Yes
No
poor
3)
Staff was available in a timely
manner.
yes
4)
Staff greeted you and offered to help
you. yes
5)
yes
7)
yes
8)
yes
THANK YOU