Summer traning final report

A
PROJECT REPORT
ON
“STRATEGIES TO INCREASE REVENUE OF KFC

SUMMER TRAINING REPORT ON

STRATEGIES TO INCREASE
REVENUE OF KFC
(SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST
GRADUATE DIPLOMA IN MANAGEMENT-IB)

SUBMITTED BY:

SOUMYA KUMAR
PGDM-IB 2010-2012
ROLL NO: MIB201018

INDUSTRY GUIDE
TANIA SINHA
MANAGEMENT SUPERVISOR
OGILVY & MATHER PVT. LTD.

SUBMITTED TO:
APEEJAY INSTITUTE OF TECHNOLOGY & SCHOOL OF
MANAGEMENT,GREATER NOIDA

CERTIFICATE OF ORIGIN

This is to certify that Mr.Soumya Kumar a student of PGDM-IB, Apeejay Institute of
Technology & Management, Greater Noida has worked in Ogilvy & Mather under the able
guidance and supervision of Ms Tania Sinha.
The period for which he was on training was for 8 weeks, starting from 1st May 2011 to 30thJune
2010. This Summer Internship report has the requisite standard for the partial fulfillment of the
Post Graduate Degree in Management. To the best of our knowledge no part of this report has
been reproduced from any other report and the contents are based on original research.

TANIA SINHA
(INDUSTRY GUIDE)

ACKNOWLEDGEMENT

I express my sincere gratitude to my industry guide Tania sinha, Management Supervisor,
Ogilvy & Mather Pvt Ltd for his able guidance, continuous support and co-operation throughout
my project, without which the present work would not have been possible.

I would also like to thank my entire team of colleagues at Ogilvy & Mather Pvt. Ltd, for the
constant support and help in the successful completion of my project.

Also, I am thankful to my faculty guide Ms. Aprajita Das Gupta of my institute for her continued
guidance and invaluable encouragement.

SOUMYA KUMAR
(STUDENT)

TABLE OF CONTENTS

1. EXECUTIVE SUMMARY

2. OBJECTIVE

3. METHODOLOGY

4. LITERATURE REVIEW

5. RESEARCH METHOLOGY

6. SWOT

7. ABOUT THE COMPANY

8. MARKETING STRATEGY

9. SWOT ANALYSIS

10.OTHER STRATEGIES

11.FINDINGS

12.CONCLUSION

13.BIBLIOGRAPHY

14.QUESTIONNAIRE

15.RECOMMENDATIONS

16.SYNOPSIS

EXECUTIVE SUMMARY
The report basically presents the strategies to determine the opportunities for KFC in the fast
food sector. The report gives an insight about the strategies and measures KFC needs to adopt for
enhancing its revenue in food and beverage sector.
KFC IS synonymous with chicken. It has to be because chicken is its flagship product.. The
vegetarian menu in India came about when KFC found the country had about 35 per cent
vegetarians, and in metros such as Delhi and Mumbai, almost 50 per cent. The non-vegetarian is
the obvious target customer because, India have over 70 per cent non-vegetarians. But she also
observes that chicken is KFC's strength. KFC's vegetarian menu is almost exclusive to India and
is the most extensive. Most countries either do not have a vegetarian menu, and some which do,
have a burger at the most. "Contrary to affecting chicken sales, the presence of a vegetarian
menu has made the brand more relevant to a wider cross-section of the consumer society.
Industry analysis is guide to know the profitability of the fast food industry by as assists us in
Industries are different from each other and to understand the working of industry it is necessary
to first solve the complex economic issues. Industry analysis not only helps to assess a particular
industry and its performance but also provides with important information about few industry‘s
aspect. Moreover, the industrial analysis assists in identifying the core factors affecting
performances in vertical trading relationships and horizontal competitive relationships. Here the
horizontal competitive relationship refers to the set of distinct businesses the firms compete in.
Industrial analysis facilitates the determination of how changes in the business environment
affect the industry‘s performance. In addition to this, it identifies opportunities and threats in the
business landscape.
The investigation exhibits information on several spheres of GLOBAL FAST FOOD
INDUSTRIES and has used the industrial analysis in order to have in depth knowledge of the
industry. This report also contains factors that affect the profits of an industry.
Market research is the format which enables KFC to identify this key information. Accurate
research is essential in creating the right mix to win customers loyalty.
In all its market KFC faces competition from other businesses. Additionally economic, legal and
technological changes, social factors retail environment and many other elements affect KFC
success in the market.
Market research identifies these factors and anticipates how they will affect people‘s willingness

to buy. As the economy and social attitudes change, so do buying patterns. KFC needs to identify
whether the number of target customers is growing or shrinking and whether their buying habits
will change in the future.
Market research considers everything that affect buying decisions. These buying decisions can
often be affected by wider factors than just the products itself. Psychological factors are
important, e.g. what image does the product give or how the consumer feels when purchasing it .
There are a limited number of customers in the market. To build long-term business it is essential
to retain people once they have become customers. For example a parent with two children might
visit and visits KFC to give the children a treat. Children want to visits as it is fun place to eat. A
business customer visits KFC during the work day as service is quick the food taste is great and
can be eaten in the car without affecting a busy work schedule. These examples represent just a
few of KFC's possible customer‘s profile. Each has different reasons to come to kfc
Using this type of information KFC can tailor communication to the needs of specific groups. It
is to the needs of specific group. It is their needs that determine the type of products and services
offered, prices charged, promotions
Created and where restaurants are located. To meet the needs of the key market it is important to
analyses the internal marketing strengths the organization.
Strengths and weaknesses must be identified, so that a marketing strategy which is right for the
business can be decided upon.KFC learnt very early the high demand for vegetarian products in
India..We respect the Indian law and our guidelines completely adhere to them. KFC's brand
standard products are their strength throughout the world, KFC works around the core and gives
consumers products with a familiar taste, especially "important in a country like India that is
home to such distinct and different food habits". KFC's challenge, is to manage a brand's market
with the right degree of flexibility so as to be strong in different and varied product markets.

OBJECTIVE

The motive of this project is to generate the idea of sustainable competitive growth through
which various plans of increasing food and beverage REVENUE which can be put into action by
means of analysis of market potential.

PURPOSE OF THE STUDY
Purpose of making project is to understand the basic fundamentals of foods and beverage
industry and to understand the formulation and execution of strategies to sustain and maximize
the profit of the restaurant and the strategy to increase the sale in food and beverage sector.

Profit Maximization ensuring growth of company for long term benefit.

Brand Building.

Enhance Customer Experience.

Establishing global standards of product quality and service excellence.

Market Tapping.

Maximizing promotion

METHODOLOGY

By collecting data through various sources:

1. Concerned PR Agencies.

Our organization (KFC) has hired OGILVY agency for arranging for media
coverage, press reviews, etc.

2. Marketing Team.

3. Guest Feedback Forms.

The restaurant’s marketing team keeps track of guest feedback and calls guests
for their comments/suggestions if they seem disappointed in the comment cards.

4. E-Marketing

Plans for increasing restaurant revenue can help a local restaurant make more profit and
offer better services
To increase food and beverage revenue of an organization marketing has to be done which
includes 4 tools or 4 P‘s. These include:-

1. Product-includes quality, taste, brand of the product
2. Place-place includes the channel of distribution like franchisees in case of restaurant like KFC
3. Promotion-one of the key aspect of the modern marketing is promotion of the services
brought about through sales promotion and advertising methods. The tools includes offers,
discounts, direct promotions etc and the advertising of the product so that the potential customer
has all the information about the product
4. Price-the tools under pricing includes prices, discounts, terms of payments etc.

Literature Review Of Fast Food Industry

With today‘s hectic lifestyles, timesaving products are increasingly in demand. Perhaps one of
the most obvious examples is fast food. Today the demand for the, hectic lifestyles, timesaving
products are increasing. Obliviously one of the example is Fast Food Industry. The rate of
growth in consumer expenditures on fast food has led most other segments of the food-away-
from home market for much of the last two decades. Since 1982, there is growth rate in
consumer spending at fast food. The consumers spent at fast food outlets grew at an annually
proportion of away-from-home food expenditures on fast food also increased.

Everyone eats Fast Food even knowing that it is not healthy for them. Reasons are because of
speed, convenience and price. However, fast food has many hidden costs, including the high
price of bad health. Not to mention the fact that for such cheap food, you're actually being
overcharged by a big amount. So the real reason is not price, but convenience. You can get much
cheaper food by cooking for yourself, but you are not always at home to do the cooking, or you
do not always feel like cooking.
Now People want quick and convenient meals they do not want to spend a lot of time preparing
meals, traveling to pick up meals or waiting for meals in restaurants. That result, consumers rely
on fast food. Knowing this fast food providers are coming up with new ways to market their
products that save time for consumers. The rapid rate at which the fast food industry continues to
add outlets is as much a reflection of consumer demand for convenience as it is a reflection of
demand for fast food itself.
Industry Analysis of the Fast Food Industry:

1. A few of the chief economic and business characteristics of the global fast-food industry are as
follows: In the market growth rate the expected food sales is predicted to increase by $208
billion by 2020 with us already being at $800 billion by 2001. Under entry barriers for the fast-
food industry the main concerns would be the entry costs, location, capital cost, and licensing.
For a business to have success they must have the right location. Under exit barriers there are
land leasing, building leases, capital cost.
2. Some of the driving forces include the quality of the food, price of the food, and the nutritional
value. Some of the consumers that are playing an important role in fast food are women
employed outside the home, two-earned households, higher income, and smaller size of the
family. Increased food spending driven by population growth is just one way consumers will
shape the future of the US food system.
3. Five forces:
a. Rivalry among competitors- in the fast-food industry it's who can get the food out the fastest.
b. New entrants- the competition is increasing due to not having many entry barriers.
c. Substitute products- there are many choices in the fast food industry leaving consumers with
so many different choices. Therefore each individual fast-food restaurants needs to differentiate
their product so people will want to come back for their product. For example what is it about
Popeye's chicken vs. KFC's?
d. Suppliers and buyers- in the fast-food industry if the buyers aren't satisfied with the suppliers
than they can easily switch their suppliers leaving the suppliers with a disadvantage. Also if
suppliers cannot offer something unique that only restaurants can get form them, then they have
no power to keep that restaurant's business.
4. A few factors that are critical to success in the fast-food industry, they are timeliness of the
food, quality of the food, quantity of the food, and the price of the food .

RESEARCH METHODOLOGY

The information required for conducting the study would be based on questionnaire. The
questions are designed to know the customer perception about KFC. The analysis would be
based on primary data collected through questionnaires and information obtained through
internet and journals regarding the revival marketing strategy adopted by KFC in India.

RESEARCH DESIGN- DESCRIPTIVE

The research design would be descriptive in nature as I have to find out the underlying
perceptions and behavior of consumers.
RESEARCH APPROACH- QUESTIONNAIRE

The questionnaire asked from respondents is basically of objective type. It is supported by both
open and close ended questions.
The questionnaire method is used to know the consumer behavior and perception. The questions
are intended to know the underlying factors that affect perception towards KFC in India.
RESEARCH METHODOLOGY- SURVEY METHOD

For achieving the objectives of study, survey was conducted. For conducting the survey a
questionnaire was made. The respondents were duly asked to fill questionnaires regarding their
perception, likings, and preferences regarding KFC.
Method of Data Collection:
Primary Data:
The primary data for the project is collected through questionnaire filled by the respondents.

Secondary Data:
The secondary data used in the project has been collected from Marketing and advertising
agency for KFC-Ogilvy, articles, websites & Books.

SAMPLING TECHNIQUE – RANDOM SAMPLING

Sample size- 60

Statistical tools- MS-excel

FAST FOOD INDUSTRY

Introduction

Fast food is the term given to food that can be prepared and served very quickly. While any
meal with low preparation time can be considered to be fast food, typically the term refers to
food sold in a restaurant or store with low quality preparation and served to the customer in a
packaged form for take-out/take-away.

Outlets may be stands or kiosks, which may provide no shelter or seating, or fast food restaurants
(also known as quick service restaurants). Franchise operations which are part of restaurant
chains have standardized foodstuffs shipped to each restaurant from central locations.

The capital requirements involved in opening up a fast food restaurant are relatively low.
Restaurants with much higher sit-in ratios, where customers tend to sit and have their orders
brought to them in a seemingly more upscale atmosphere may be known in some areas as fast
casual restaurants.

History

The concept of ready-cooked food for sale is closely connected with urban development. In
Ancient Rome cities had street stands that sold bread and wine. A fixture of East Asian cities is
the noodle shop. Flatbread and falafel are today ubiquitous in the Middle East. Popular Indian
fast food dishes include vada pav, panipuri and dahi vada. In the French-speaking nations of
West Africa, roadside stands in and around the larger cities continue to sell—as they have done
for generations—a range of ready-to-eat, char-grilled meat sticks known locally as brochettes.

The Start of Fast Food Culture
The concept of fast food pops up during 1920s.The 1950s first witnessed their rapid
proliferation. Several factors that contributed to this explosive growth in 50‘s were:
(1) America‘s love affair with the automobiles.
(2) The construction of a major new highway system.
(3) The development of sub-urban communities.
(4) The baby boom subsequent to world war second.
―Fast-food chains initially catered to automobile owners in suburbia.
On the go

Fast food outlets are take-away or take-out providers, often with a "drive-through" service which
allows customers to order and pick up food from their cars; but most also have a seating area in
which customers can eat the food on the premises. People eat there more than five times a week
and often, one or more of those five times is at a fast food restaurant.

Nearly from its inception, fast food has been designed to be eaten "on the go", often does not
require traditional cutlery, and is eaten as a finger food. Common menu items at fast food outlets
include fish and chips, sandwiches, pitas, hamburgers, fried chicken, French fries, chicken
nuggets, tacos, pizza, hot dogs, and ice cream, although many fast food restaurants offer "slower"
foods like chili, mashed potatoes, and salads.

Variants

Although fast food often brings to mind traditional American fast food such as hamburgers and
fries, there are many other forms of fast food that enjoy widespread popularity in the West.

Chinese takeaways/takeout restaurants are particularly popular. They normally offer a wide
variety of Asian food which has normally been fried. Most options are some form of noodles,
rice, or meat.

Sushi has seen rapidly rising popularity in recent times. A form of fast food created in Japan.
sushi is normally cold sticky rice served with raw fish.Pizza is a common fast food category in
the United States, with chains such as Domino's Pizza, Sbarro and Pizza Hut. Menus are more

limited and standardized than in traditional pizzerias, and pizza delivery, often with a time
commitment, is offered.

Fish and chip shops are a form of fast food popular in the United Kingdom, Australia and New
Zealand. Fish is battered and then deep fried.The Dutch have their own types of fast food. A
Dutch fast food meal often consists of a portion of French fries .

Business

In the United States alone, consumers spent about US$110 billion on fast food in 2000 (which
increased from US$6 billion in 1970). The National Restaurant Association forecasted that fast
food restaurants in the U.S. would reach US$142 billion in sales in 2006, a 5% increase over
2005. In comparison, the full-service restaurant segment of the food industry is expected to
generate $173 billion in sales.

Jobs and labor issues

Today, more than 10 million workers are employed in the areas of food preparation and food
servicing including fast food in the world.

Employees are the backbone of the fast food industry. Proper training is crucial to the orderly
and quick service customers expect. Yet, employee turnover can be as high as 200% per year.
With such a turnover, owner-operators of franchise and non-franchise restaurants have the
daunting task of constantly training an entirely new workforce. Policies and procedures need to
be explained to each new employee.

Globalization

In 2009 the global fast food market grew by 4.8% and reached a value of 102.4 billion and a
volume of 80.3 billion transactions. In India alone the fast food industry is growing by 40% a
year. McDonald's is located in 120 countries and on 6 continents and operates over 31,000
restaurants worldwide.

KFC is located in 85 countries. Subway has 29,186 restaurants located in 86 countries, Pizza Hut
is located in 26 countries, Taco Bell has 278 restaurants located in 12 countries besides the
United States.

Health issue

Tran‘s fats which are commonly found in fast food have been shown in many tests to have a
negative health effect on the body.

The fast food consumption has been shown to increase calorie intake, promote weight gain, and
elevate risk for diabetes. The Centers for Disease Control and Prevention ranked obesity as the
number one health threat for Americans in 2009. It is the second leading cause of preventable
death in the United States and results in 400,000 deaths each year.

FAST FOOD INDUSTRY IN INDIA

INDIA – EMERGING MARKET FOR GLOBAL PLAYERS
The percentage share held by foodservice of total consumer expenditure on food has increased
from a very low base to stand at 2.6% in 2001. Eating at home remains very much ingrained in
Indian culture and changes in eating habits are very slow moving with barriers to eating out
entrenched in certain sectors of Indian society.. The growth in nuclear families, particularly in
urban India, exposure to global media and Western cuisine and an increasing number of women
joining the workforce have had an impact on eating out trends.
FACTS AND FIGURES
Fast food is one of the world‘s largest growing food type. India‘s fast food industry is growing
by 40% a year and is expected to generate a billion dollars in sales by 2010.The multinational
segment of Indian fast food industry is up to Rs. 6 billion, a figure expected to zoom to Rs.1OO
billion by 2010 By 2005, the value of Indian dairy products is expected to be Rs.1, 00,000
million. In last 6 years, foreign investment in this sector stood at Rs. 3600 million which is about
one-fourth of total investment made in this sector. Because of the availability of raw material for
fast food, Global chains are flooding into the country.

MARKET SIZE & MAJOR PLAYERS
a) Dominated by McDonalds having as many as 150 outlets.
b) Domino‘s pizza is present in around 100 locations.
c) Pizza hut is also catching up and it has planned to establish 125 outlets at the end of
d) Subways have established around 40 outlets.
e) Nirulas is established at Delhi and Noida only. However, it claims to cater 50,000
guests every day.

Major players in fast food are:
MCDONALDS
KFC
PIZZA HUT
DOMINOS PIZZA.
COFFEE DAY
BARISTA.
The main reason behind the success of the multinational chains is their expertise in product
development, sourcing practices, quality standards, service levels and standardized operating
procedures in their restaurants, a strength that they have developed over years of experience
around the world. The home grown chains have in the past few years of competition with the
MNCs, learnt a few things but there is still a lot of scope for improvement.

REASON FOR EMERGENCE

Gender Roles: gender roles are now changing. Females have started working outside. So, they
have no time for their home and cooking food. Fast food is an easy way out because these can be
prepared easily.
Customer Sophistication and Confidence: consumers are becoming more sophisticated now.
They do not want to prepare food and spend their time and energy in house hold works. They are
building their confidence more on ‗ready to eat and easy to serve‘ kind of foods

Paucity of Time: people have no time for cooking. Because of emergence of working women
and also number of other entertainment items. Most of the time either people work or want to
enjoy with their family.
Double Income Group: emergence of double income group leads to increase in disposable
income. Now people have more disposable income so they can spend easily in fast food and
other activities.
Working Women: working women have no time for cooking, and if they have then also they
don‘t want to cook. Because they want to come out of the traditionally defined gender roles.
They do not want to confine themselves to household work and upbringing of children‘s.
Large population: India being a second largest country in terms of population possesses large
potential market for all the products/services. This results into entry of large number of fast food
players in the country.
Relaxation in rules and regulations: with the economic liberalization of 1991, most of the
tariff and non tariff barriers from the Indian boundaries are either removed or minimized. This
helped significantly the MNC‘s to enter in the country.
Menu diversification: increase in consumption of pizzas, burgers and other type of fast foods.

CHALLENGES FOR THE INDUSTRY
Social and cultural implications of Indians switching to western breakfast food: Generally,
Hindus avoid all foods that are believed to inhibit physical and spiritual development. Eating
meat is not explicitly prohibited, but many Hindus are vegetarian because they adhere to the
concept of ahimsa. Those seeking spiritual unity may avoid garlic and onions. The concept of
purity influences Hindu food practices. Products from cows (e.g., milk, yogurt, ghee-clarified
butter) are considered pure. Pure foods can improve the purity of impure foods when they are
prepared together. Some foods, such as beef or alcohol, are innately polluted and can never be
made pure. But now, Indians are switching to fast food that contain all those things that are
considered impure or against there beliefs. Some traditional and fundamentalist are against this
transformation of food habit and number of times they provoke their counterparts to revolt
against such foods. And that is what happened when McDonald‘s decided to enter the
complexity of Indian business landscape, counting only on its “fast food global formula”,
without any apparent previous cultural training.

Emphasis on the usage of bio-degradable products: Glasses, silverware, plates and cloth
napkins are never provided with fast food. Instead, paper plates and napkins, polyurethane
containers, plastic cups and tableware, drinking cartons or PET (polyethylene terephthalate)
bottles are used, and these are all disposable. Many of these items are tossed in the garbage
instead of being recycled, or even worse, merely thrown on the ground. This burdens nature
unnecessarily and squanders raw materials. In order to reduce soil and water pollution,
government now emphasis more on the usage of bio-degradable products.
Retrenchment of employees: Most of new industries will be capital intensive and may drive
local competitors, which have more workers, out of business.
Profit repatriation: Repatriation of profits is another area of concern for Indian economy. As
when multinational enters the any countries, people and government hope that it will increase the
employment rate and result in economic growth. However, with the multinational operation, host
country experiences these benefits for a short time period. In long run neither employment
increases (because of capital intensive nature of MNC‘s) nor it increases the GDP or GNP
because whatever MNC‘s earn they repatriate that profit back to their home country.

PROBLEMS OF INDUSTRY
Environmental friendly products cost high: government is legislating laws in order to keep
check on the fast food industry and it is emphasizing more on the usage of bio-degradable and
environment friendly products. But associated with this issue is the problem that fast food player
faces - the cost associated with the environment friendly product. They cost much higher than the
normal products that companies uses for packaging or wrapping their products.

Balance between societal expectation and companies economic objectives: To balance a society‘s
expectation regarding environment with the economic burden of protecting the environment. Thus,
one can see that one side pushes for higher standards and other side tries to beat the standard
back, thereby making it a arm wrestling and mind boggling exercise.

Health related issues: obesity:
I. Studies have shown that a typical fast food has very high density and food with high
density causes people to eat more then they usually need.

II. Low calories food: Emphasis is now more on low calorie food. In this line McDonald has
a plan to introduce all white meat chicken Mcnuugget with less fat and fewer calories.
TRENDS IN INDIAN MARKET
Marketing to children's: fast food outlets in India target children‘s as their major customers.
They introduce varieties of things that will attract the children‘s attention and by targeting
children‘s they automatically target their parents because Children‘s are always accompanied by
their parents.
Low level customer commitment: Because of the large number of food retail outlets and also
because of the tendency of customer to switch from one product to other, this industry faces low
level customer commitment.

Value added technology services: There is continuous improvement in the technology as far as
fast food market in India is considered. The reason behind that is food is a perishable item and in
order to ensure that it remain fresh for a longer period of time. Earlier, Indian people prefer
eating at home but now with the change in trend there is also need for improvement and up
gradation of technology in food sector.

Attracting different segments of the market: Fast food outlets are introducing varieties of
products in order to cater the demands of each and every segment of the market. They are
introducing all categories of product so that people of all age, sex, class, income group etc can
come and become a customer of their food line.
The success of fast foods arose from the changes in our living conditions:
1. Many women or both parents now work
2. There are increased numbers of single-parent households
3. Long distances to school and work are common
4. Usually, lunch times are short
5. There's often not enough time or opportunity to shop carefully for groceries, or to
cook and eat with one's family. Especially on weekdays, fast food outside the home is
the only solution.

Kentucky Fried Chicken (KFC)
About the Company

KFC Corporation, or KFC, founded and also known as Kentucky Fried Chicken, is a chain of
fast food restaurants based in Louisville, Kentucky. KFC is a brand and operating segment,
called a "concept" of Yum! Brands since 1997 when that company was spun off from PepsiCo as
Tricon Global Restaurants Inc. The restaurants are known as Poulet Frit Kentucky or PFK in
the province of Quebec in Canada. In France, however, the chain is known as KFC.

KFC primarily sells chicken in form of pieces, wraps, salads and sandwiches. While its primary
focus is fried chicken, KFC also offers a line of roasted chicken products, side dishes and
desserts. Outside North America, KFC offers beef based products such as hamburgers or kebabs,
pork based products such as ribs and other regional fare.

The company was founded as Kentucky Fried Chicken by Colonel Harland Sanders in 1952,
though the idea of KFC's fried chicken actually goes back to 1930. The company adopted the
abbreviated form of its name in 1991. Starting in April 2007, the company began using its
original name, Kentucky Fried Chicken, for its signage, packaging and advertisements in the
United States as part of a new corporate re-branding program newer and remodeled restaurants
will have the new logo and name while older stores will continue to use the 1980s signage.
Additionally, Yum! Continues to use the abbreviated name freely in its advertising.

Products

The famous paper bucket that KFC uses for its larger sized orders of chicken and has come to
signify the company was originally created by Wendy's restaurants founder Dave Thomas.
Thomas was originally a franchisee of the original Kentucky Fried Chicken and operated several
outlets in the Columbus, Ohio area. His reasoning behind using the paper packaging was that it
helped keep the chicken crispy by wicking away excess moisture. Thomas was also responsible
for the creation of the famous rotating bucket sign that came to be used at most KFC locations in
the US.

Menu items
KFC's specialty is fried chicken served in various forms. KFC's primary product is pressure-fried
pieces of chicken made with original recipe. The other chicken offering, extra crispy, is made
using a garlic marinade and double dipping the chicken in flour before deep frying in a standard
industrial kitchen type machine.
Kentucky Grilled Chicken - This marinated grilled chicken is targeted towards health-conscious
customers. It features marinated breasts, thighs, drumsticks, and wings that are coated with the
Original Recipe seasonings before being grilled. It has less fat, calories, and sodium than the
Original Recipe fried chicken. Introduced in April 2009.
Discontinued products
The Colonel's Rotisserie Gold – This product was introduced in the 1990s as a response to the
Boston Market chain's roasted chicken products, and a healthier mindset of the general public
avoiding fried food. Purportedly made from a "lost" Col. Sanders recipe, it was sold as a whole
roaster or a half bird.[28]
Tender Roast Chicken – This product was an off-shoot of 'The Colonel's Rotisserie Gold'.
Instead of whole and half birds, customers were given quarter roasted chicken pieces. For a time,
customers could request chicken "original", "Extra Tasty Crispy", or "Tender Roast".
Smokey Chipotle – Introduced in April 2008. The chicken was dipped in chipotle sauce then
doubled breaded and fried. It has been discontinued since August 2008.
Nutritional value

KFC formerly used partially hydrogenated oil in its fried foods. This oil contains relatively high
levels of trans fat, which increases the risk of heart disease. The Center for Science in the Public
Interest (CSPI) filed a court case against KFC, with the aim of making it use other types of oils
or make sure customers know about Trans fat content immediately before they buy food.

In October 2006, KFC announced that it would begin frying its chicken in trans fat-free oil. This
would also apply to their potato wedges and other fried foods, however, the biscuits.

Advertising

One of KFC's latest advertisements is a commercial advertising its "wicked crunch box meal".
The commercial features a fictional black metal band called "Hellvetica" performing live, the
lead singer then swallows fire. The commercial then shows the lead singer at a KFC eating the
"wicked crunch box meal" and saying "Oh man that is hot".

In 2007, the original, non-acronymic Kentucky Fried Chicken name was resurrected and began to
reappear on company marketing literature and food packaging, as well as some restaurant
signage.

KFC Business Strategy

KFC fast-food chains are currently under the restaurant division of PepsiCo Incorporated. Some
major threats include the changing attitudes of society toward healthier eating habits, KFC has
more than 11000 outlets located in 80 countries. In marketing, KFC restaurants are not restricted
from locating within close proximity of other KFC restaurants. There are two alternative
strategies for KFC. The first strategy involves keeping PepsiCo beverage division and snack
foods division together, and a divestiture of PepsiCo restaurant division; selling Taco Bell, Pizza
Hut, and KFC.

Present Situation

The organization is currently structured with two divisions under PepsiCo. David Novak is
president of KFC. John Hill is Chief Financial Officer and Colin Moore is the head of Marketing.
Peter Waller is head of franchising while Olden Lee is head of Human Resources. KFC is part of
the two PepsiCo divisions, which are PepsiCo Worldwide Restaurants and PepsiCo Restaurants
International. Both of these divisions of PepsiCo are based in Dallas.

Strengths

Strengths can be found internally in a company and can be used to the company‘s advantage.
The strengths identified are as follows:

1. KFC's secret recipe.

The secret recipe has long been a source of advertising, and allowed KFC to set itself apart. Also,
KFC was the first chain to enter the fast-food industry, just before McDonald's, which opened its
first store a year later, and the "secret recipe" was the initial home replacement strategy.

2. Name recognition and reputation.

KFC's early entrance into the fast-food industry in 1954 allowed KFC to develop strong brand
name recognition and a strong foothold in the industry. The Colonel is KFC's original owner and
a very recognizable figure, both in the U.S. and internationally, in their new logo. In fact, in the
fourth annual Logo Value Survey, done by The Schechter Group, the KFC logo was the only one
which significantly enhance the brand's image .

3. PepsiCo's success with the management of fast food chains. PepsiCo acquired Pizza Hut in
1977, and Taco Bell in 1978. PepsiCo used many of the same promotional strategies that it has
used to market soft drinks and snack food. By the time PepsiCo bought KFC in 1986, the
company already dominated two of the four largest and fastest-growing segments of the fast food
industry.

4. Traditional employee loyalty.

"KFC's culture was built largely on Colonel Sanders' laid back approach to management"
(Wright, p.433). Before the acquisition of KFC by PepsiCo, employees at KFC enjoyed good
benefits, a pension, and could receive help with other non-income needs. This kind of "personal"
human resources management makes for a loyal workforce.

5. Improving operating efficiencies by reducing overhead and other operating costs can
directly affect operating profit.

Due to the strong competition in the US, the fast-food chains are reluctant to raise prices to
increase profit. Many of the chains are turning to operating efficiencies to increase profit. For
many companies, operating efficiencies are achieved through improvements in customer service,
cleaner restaurants, faster and friendlier service, and continued high-quality products.

Weaknesses

Weaknesses are also found internally like strengths. Weaknesses, however, can limit a
company‘s potential. The weaknesses for KFC are identified as follows:

1. The many sales of KFC lead to a confusing corporate direction.

Between 1971 and 1986, KFC was sold three times. The first two sales, to Heublein, Inc and to
R.J. Reynolds, left the company largely autonomous. It wasn't until the sale to PepsiCo in 1986
that changes in top management started to take place. These changes happened almost
immediately after the sale.

2. KFC has a long time to market with new products.

Because of the nature of the chicken segment of the fast food industry, innovation was never a
primary strategy for KFC. However, during the late 1980's, other fast food chains, such as
McDonald's, began to offer chicken as a

Menu option. During this time, McDonald's had already introduced the McChicken while KFC
was still testing its own chicken sandwich. This delay significantly increased the cost of
developing consumer awareness for the KFC sandwich.

3. Conflicting cultures of KFC and Pepsi Co.

While KFC's culture was largely based on the Colonel's laid back approach to management,
while PepsiCo's culture is more of a "fast track" attitude. Employees do not have the same level
of job security that they enjoyed before the PepsiCo acquisition

Problems

Through an analysis of the strengths, weaknesses, opportunities, and threats of KFC, the
following potential problem areas were identified:

1. No defined target market.

The advertising campaign of KFC does not specifically appeal to any segment. It does not appear
to have a consistent long-term approach. The U.S. has enormous changes in its demographics.
Single-person households have increased from 12% in 1970 to 25% in 1995. With this kind of
dramatic change, KFC does not have a proper approach to its target market.

2. Health Conscious Consumers.

There has been a trend toward an increasingly healthy diet in America. This put KFC at an
extreme disadvantage due to its fried product offering.

3. Increased Start Up Costs.

Prime locations have increased in cost due to limited room for expansion. New technology has
increased efficiencies, but resulted in greater increased start up costs. Restaurant and equipment
packages range from $500,000 to $1,000,000.

Achievements:
KFC is one of the most renowned world gastronomic brand names. Kentucky Fried Chicken
products are currently offered in 80 countries worldwide and in more than 11,000 restaurants
which are visited on a daily basis by almost 8 million customers. Globally, KFC employs
approximately 290,000 people, Worldwide, a new KFC restaurant is opened almost every day.
In 2004 the ―KFC Excellent‖ range - three types of salad (Caesar, Garden and Mandarin)
obtained the prize for ―Worldwide Best Practice Award 2004‖ in the category of best product
and best marketing campaign and its implementation in the restaurants. This prize is distributed
each year by YUM Restaurants International. According to the ratings for ―Most expensive
world brands 2004‖ conducted by the American weekly ‗Business Week‘, KFC was positioned
54th place; currently valued at 5.1 billion USD

COMPANY PROFILE

KFC Corporation, based in Louisville, Kentucky, is the world's most popular chicken restaurant
chain, specializing in Original Recipe®, Extra Crispy™, Twister® and Colonel's Crispy Strips®
chicken with home-style sides.

Every day, nearly eight million customers are served around the world. KFC's menu includes
Original Recipe® chicken -- made with the same great taste Colonel Harland Sanders created
more than a half-century ago. Customers around the globe also enjoy more than 300 other
products -- from a Chunky Chicken Pot Pie in the United States to a salmon sandwich in Japan.

KFC has more than 11,000 restaurants in more than 80 countries and territories around the
world. And in quite a few U.S. cities, KFC is teaming up with sister restaurants, A&W, All-
American Food™, Long John Silver's, Taco Bell and Pizza Hut, selling products from the
popular chains in one convenient location.

KFC is part of Yum! Brands, Inc., which is the world's largest restaurant system with over
32,500 KFC, A&W All-American Food, Taco Bell, Long John Silver's and Pizza Hut restaurants
in more than 100 countries and territories.

KFC HISTORY-AT-A-GLANCE

9/9/1890
Harland Sanders is born just outside Henryville, Indiana.
1900-1924
Harland Sanders holds a variety of jobs including: farm hand, streetcar conductor, army private
in Cuba, blacksmith's helper, rail yard fireman, insurance salesman, tire salesman and service
station operator for Standard Oil.
1930
In the midst of the depression, Harland Sanders opens his first restaurant in the small front room
of a gas station in Corbin, Kentucky. Sanders serves as station operator, chief cook and cashier
and names the dining area "Sanders Court & Café."
1936
Kentucky Governor Ruby Laffoon makes Harland Sanders an honorary Kentucky Colonel in
recognition of his contributions to the state's cuisine.
1937
The Sanders Court & Café adds a motel and expands the restaurant to 142 seats.
1939
The Sanders Court & Café is first listed in Duncan Hines' "Adventures in Good Eating." Fire
destroys The Sanders Court & Café, but it is rebuilt and reopened. The pressure cooker is
introduced. Soon thereafter Colonel Sanders begins using it to fry his chicken to give customers
fresh chicken,
faster.
1940
Birthdate of the Original Recipe
1949
Sanders marries Claudia Price.
1952
The Colonel begins actively franchising his chicken business by traveling from town to town and
cooking batches of chicken for restaurant owners and employees.
The Colonel awards Pete Harman of Salt Lake City with the first KFC franchise. A handshake
agreement stipulates a payment of a nickel to Sanders for each chicken sold.
1955
An interstate highway is built to bypass Corbin, Kentucky. Sanders sells the service station on
the same day that he receives his first social security check for $105. After paying debts owed,
he is virtually broke. He decides to go on the road to sell his Secret Recipe to restaurants.
1957

Kentucky Fried Chicken first sold in buckets
1960
The Colonel's hard work on the road begins to pay off and there are 190 KFC franchisees and
400 franchise units in the U.S. and Canada
1964
Kentucky Fried Chicken has more than 600 franchised outlets in the United States, Canada and
the first overseas outlet, in England.
Sanders sells his interest in the U.S. company for $2 million to a group of investors headed by
John Y. Brown Jr., future governor of Kentucky. The Colonel remains a public spokesman for
the company.
1965
Colonel Sanders receives the Horatio Alger Award from the American Schools and Colleges
Association.
1966
The Kentucky Fried Chicken Corporation goes public.
1969
The Kentucky Fried Chicken Corporation is listed on the New York Stock Exchange.
1971
More than 3,500 franchised and company-owned restaurants are in worldwide operation when
Heublein Inc. acquires KFC Corporation.
1976
An independent survey ranks the Colonel as the world's second most recognizable celebrity.
1977
Colonel Sanders speaks before a U.S. Congressional Committee on Aging.
1979
KFC cooks up 2.7 billion pieces of chicken. There are approximately 6,000 KFC restaurants
worldwide with sales of more than $2 billion.
12/16/1980
Colonel Harland Sanders, who came to symbolize quality in the food industry, dies after being
stricken with leukemia. Flags on all Kentucky state buildings fly at half-staff for four days.
1982
Kentucky Fried Chicken becomes a subsidiary of R.J. Reynolds Industries, Inc. (now RJR
Nabisco, Inc.) when Heublein, Inc. is acquired by Reynolds.
1986
PepsiCo, Inc. acquires KFC from RJR Nabisco, Inc.
1997

PepsiCo, Inc. announces the spin-off of its quick service restaurants - KFC, Taco Bell and Pizza
Hut - into Tricon Global Restaurants, Inc.
2002
Tricon Global Restaurants, Inc., the world's largest restaurant company, changes its corporate
name to YUM! Brands, Inc. In addition to KFC, the company owns A&W® All-American
Food® Restaurants, Long John Silvers®, Pizza Hut® and Taco Bell® restaurants.
2006
More than a billion of the Colonel's "finger lickin' good" chicken dinners are served annually in
more than 80 countries and territories around the world.

OUR COMPANY’S VISION , MISSION AND GOAL

OUR MISSION
To put a yum !!! On a billion of faces..

OUR VISION
To be the number one restaurant company in the subcontinent

OUR GOAL
Double our business over the next three years

GROWTH
Number one restaurant company profitable in 2010
Foundation – 420 stores by 2010
Accelerate – 1000 stores by 2015

2009 KEY PRIORITES

Build awareness
Delight customers
Broaden menu
Drive value

PROFITABILITY
Urgently drive margins
Profitable sales
Drive effeciences
Cost savings

DEVELOPMENT
Brand building assets
Build stores

CAPABILITY
Career development
Skill development
Grow with right partners

OUR PASSION

Put a YUM!! On people‘s faces around the world… that special eating experience that makes
you smile and creates life- long customers.

OUR FOUNDING TRUTHS

PEOPLE‘S CAPABILITY FIRST…
Satisfied customers and profitability follow

RESPOND TO THE VOICE OF THE CUSTOMER…
Not just listen

THE RGM IS OUR NUMBER 1 LEADER…
Not senior management

RUN EACH RESTAURANT LIKE ITS OUR ONLY ONE…
Avoid the trap of averages

RECOGNITION SHOWS YOU CARE…
People leave when you don‘t

GREAT OPERATIONS AND MARKETING INNOVATION DRIVE SALES….
No finger pointing

OPERATION DISCIPLINE THROUGH PROCESS AND STANDARDS…
Consistency- not ― program of the month‖

FRANCHISES ARE VITAL ASSETS…
Operate as one system not two.

KFC IN INDIA

Foreign fast food companies were allowed to enter India during the early 1990s, thanks to the
economic liberalization policy of the Government of India .One of the first fast food
multinationals to set foot in India was Kentucky Fried Chicken (KFC), owned by PepsiCo. KFC
received permission to open 30 new outlets across the country. It chose Bangalore as its launch
pad because the city had a substantial upper middle class population, with a trend of families
eating out. Also, it was considered India‘s fast growing metropolis in the 1990.The Bangalore
outlet was opened in June 1995. Apart from Bangalore, PepsiCo planned to open 60 KFC outlets
in the country over the next seven years. However, KFC became embroiled in various
controversies even before it started full-fledged business in India.

KFC, INDIA MENU

Non – Vegetarian

HOT AND CRISPY -

BONELESS CHICKEN

BUCKET

BUCKET

variety bucket

GAME BOX

GAME BOX

TOASTED TWISTER

ZINGER BURGER

VEG OPTIONS

VEGGIE FEAST
VEG THALI

KRUSHERS

DESERTS

SOFT TWIRL

SUNDAES

BROWNIE SUNDAY

KFC is the world‘s No.1 Chicken QSR and has industry leading stature across many countries
like UK, Australia, South Africa, China, USA, Malaysia and many more. KFC is the largest
brand of Yum Restaurants, a company that owns other leading brands like Pizza Hut, Taco Bell,
A&W and Long John Silver. Renowned worldwide for it‘s finger licking good food, KFC offers
its signature products in India too! KFC has introduced many offerings for its growing customer
base in India while staying rooted in the taste legacy of Colonel Harland Sander‘s secret recipe.
Its signature dishes include the ―crispy outside, juicy inside‖ Hot and Crispy Chicken, flavorful
and juicy Original Recipe chicken, the spicy, juicy & crunchy Zinger Burger, Toasted Twister,
Chicken Bucket and a host of beverages and desserts. For the vegetarians in India, KFC also has
great tasting vegetarian offerings that include the Veggie Burger, Veggie Snacker and Veg Rice
meals. In India, KFC is growing rapidly .

MARKETING STRATEGY
KFC as a Brand

KFC is one of the best-known brands worldwide Doing Integrated assignment we study how
KFC continually aims to build its brand by listening to its customer's also identifies the various
stages in the marketing process.

Branding develops a personality for an organization, product or service. Brand Image represents
how consumers view the organization.

Branding only works when behaves and presents itself in a consistent way, Marketing
communication methods, such as advertising and promotion, are used to created colors, design
and image which gives a recognizable face .At KFC this is represented by its familiar logo-
Colonel Harland Sanders is shedding his white suit jacket for a red cook.

Marketing involves identifying customer's needs and requirements and meeting these needs in
better way then its competitors. In this way a company creates loyal customers.

The stating point is to find out who are potential customers are-not everyone will want what KFC
has to offer. The people KFC identifies as likely customers are known as key audiences.

Having identified its key audiences a company has to ensure a marketing mix that created that
appeals specifically to those people. The marketing mix is a term used to describe the four main
marketing tools(4P's):

1.Product
2.Price
3.Place
4.Promotion
Using that detailed information about its customers. KFC's marketing department can determine:
1. What products are well received?
2. What prices consumer willing to pay?
3. What T.V. Programs, newspapers and advertising consumer read or view?

4. What restaurants are visited?

Market research is the format which enables KFC to identify this key information. Accurate
research is essential in creating the right mix to win customers loyalty.

In all its market KFC faces competition from other businesses. Additionally economic, legal and
technological changes, social factors retail environment and many other elements affect KFC
success in the market.
Market research identifies these factors and anticipates how they will affect people‘s willingness
to buy. As the economy and social attitudes change, so do buying patterns. KFC needs to identify
whether the number of target customers is growing or shrinking and whether their buying habits
will change in the future.

Market research considers everything that affect buying decisions. These buying decisions can
often be affected by wider factors than just the products itself. Psychological factors are
important, e.g. what image does the product give or how the consumer feels when purchasing it .

MEETING THE NEEDS OF KEY AUDIENCE

There are a limited number of customers in the market. To build long-term business it is essential
to retain people once they have become customers. For example a parent with two children might
visit and visits KFC to give the children a treat. Children want to visits as it is fun place to eat. A
business customer visits KFC during the work day as service is quick the food taste is great and
can be eaten in the car without affecting a busy work schedule. These examples represent just a
few of KFC's possible customer‘s profile. Each has different reasons to come KFC.
Using this type of information KFC can tailor communication to the needs of specific groups. It
is to the needs of specific group. It is their needs that determine the type of products and services

offered, prices charged, promotions
Created and where restaurants are located. To meet the needs of the key market it is important to
analyses the internal marketing strengths the organization.

Strengths and weaknesses must be identified, so that a marketing strategy which is right for the
business can be decided upon.

The analysis will include the:

1. Company‘s products and how appropriate they are for the future

2. Quality of employees and how well trained they are to these additional psychological factors
are significantly offer the best service to important to the customer. They can be even more
customers important than the products‘ physical benefits.

3. Systems and how well they function in providing customer satisfaction e.g. marketing
databases and restaurant systems.

4. Financial resources available for marketing.

The business can then determine what it needs to do in identify different types
of customers. For example:

A parent with two children might visit Visits KFC to give the children treat.
A children wants to visit KFC As it is a fun place to eat
A business customer

Visits KFC during the work day as service is quick,the food taste is great can be eaten in the car
without affecting busy work schedule.
Teenager visits KFC The Rupee saver menu is affordable and there is Internet access in some
restaurant. These examples represent just a few of KFC possible customer profiles each has
different reasons to come KFC. Using this type of information KFC can tailor communication to
the needs of specific groups. It is their needs that determine the type of products and services

offered, prices charged, promotions created and where restaurants are located. To meet the needs
of the key market it is important to analyze the internal marketing strengths and weaknesses must
be identified, so that a marketing strategy which is right for the business can be decided upon.
The analysis will include the:

• Company‘s products and how appropriate they are for the future
• Quality of employees and how well trained they are to these additional psychological factors
are significantly offer the best service to important to the customer. They can be even more
customers important than the products‘ physical benefits.

• Systems and how well they function in providing customer satisfaction example marketing
database

• Financial resources available for marketing
Once the strengths and weaknesses are determined, they are combined with the opportunities and
threats in the market place. This is known as SWOT analysis (Strengths, Weaknesses,
Opportunities, and Threats). The business can then determine what it needs to do in order to
increase its chances of marketing successfully.

SWOT ANALYSIS

STRENGTHS(INTERNAL)

The brand detailed market research to create the right marketing mix.

 Goodwill and reputation: The company certainly has earned a good name and
reputation by its previous products and services in the market. It is even more recognised
in other markets outside India, where the company is among the leading fast food giants.
The brand is recognised and trusted in India for its quality products, price, and customer
service. It therefore has a good head start and enjoys a good chance of becoming a
leader in Indian fast food industry.

 Employee Loyalty: Employee Loyalty is one of the major strengths of KFC. The
turnover rate in the company is amongst the lowest in the industry.

 Customer Loyalty: Despite gain by Boston Market and Chick-fill A, KFC customer
base remained loyal to the KFC brand because of its unique taste. KFC has
continued to dominate the dinner and take out segment of the Industry.

 Ranks highest among all chicken restaurant chains for its convenience and menu
variety. It generates $1B revenue each year.

WEAKNESSES (INTERNAL)
KFC has been for around long time therefore they have to keep innovating.

 KFC was losing market share as other Chicken chain increased sales at a faster
rate.
 KFC share of Chicken Segment sales fell from 71 percent 1999 to less than 56
percent in 2009 , a 10 -years drop of 15 percent.
 Huge competition in this segment.
 India is still mostly a vegetarian dominated cultured society. South India is
especially very much so. This may reduce the market share of the company.
 KFC has not yet invested much on R&D, and innovating new products for Indian
Markets. This may lead to failure of their products as they are not in line with the
Indian mind set, people taste and preferences and their likes and dislikes. This may
prove fatal for the company.

OPPORTUNITIES

 Growth of 18-24 age demographic

 Should start with breakfast menu

 More drive through stores.

 Strong home delivery medium.

 Build up a customer base

 Increase in U.S. median income

 International beef scare from mad-cow

 Home Meal Replacement Market will
exceed an estimated $577 billion by
2020
 Targeting to growing ethnic markets –
 Asian American and Hispanic

 New Leadership
 Domestic markets
 Updating restaurants
 Balanced menu
 Customer focus
 Increase delivery service

THREATS

 Increasing number of retail chains

 Rated 83 out of 100 in terms of competitiveness

 Increasing wage rates directly affect menu prices

 85% annual employee turnover for fast food market

 Health Trend away from fried foods

 Changing customer demands

What is Marketing?

• Marketing as a Managerial Function
Marketing as a managerial activity involves analyzing the market opportunities, planning the
marketing activities, implementing marketing plans and setting control mechanisms in such a
way that organizational objectives are accomplished at the minimum cost.

In other words, marketing is:
a) Understanding consumer needs
b) Environment scanning and market opportunity analysis
c) Development of a competitive marketing plan and strategy that an organization is able to
satisfy not only the consumers needs but also achieve its own objectives

d) Implementation of the marketing plan and development of tactical plans to overcome
problems at the market place
e) Development of control mechanisms

This perspective implies that in order to achieve competitive advantage, a firm needs to scan its
external environment to spot market opportunities. Its marketing mix needs to fit the local
market dynamics. Further, in order to ensure a high rate of customer acquisition and retention,
firm‘s marketing mix has to be customer centric. Marketing management, therefore, is a critical
function especially in highly competitive markets. It can provide the much needed competitive
advantage to an enterprise, irrespective of its size and product marketing.

MARKETING TOOLS

The marketer‘s task is to build a marketing program or plan to achieve the company‘s desired
objectives. The marketing program consists of numerous decisions on the mix of marketing tools
to use. The marketing mix is the set of marketing tools the firm uses to pursue its marketing
objectives in the target market. These tools are classified into four broad groups that are called
the four Ps of marketing: product, price, place, and promotion.

The particular marketing variables under each P are shown in the figure. marketing-mix
decisions must be made for influencing the trade channels as well as the final consumers. The
following figure shows the company preparing an offering mix of products, services, and prices,
and utilizing a promotion mix of sales promotion, advertising, sales force, public relations, direct
mail, telemarketing, and Internet to reach the trade channels and the target customers.

At this point the marketing mix is put together:
1. Product
Anything that can be offered to a market to satisfy a want or need. KFC's specialty is fried
chicken served in various forms. KFC's primary product is pressure-fried pieces of chicken made
with the original recipe. The other chicken offering, extra crispy, is made using a garlic marinade
and double dipping the chicken in flour before deep frying in a standard industrial kitchen type
machine. It is important thing to remember when offering menu items to customers is that they
have a choice, they have a huge number of ways of spending their money and places to spend it.
Therefore, KFC's places considerable emphasis on developing a menu which customers want.
Market research establishes exactly what this is.

However customer‘s requirements change over time. What is fashionable and attractive today
may be discarded tomorrow. Marketing continuously monitors customer‘s preferences. In order
to meet these changes KFC has introduced and phased out old ones. And will continue to do so.
Care is taken not to adversely affect the sale of one choice by introducing another choice which
will cannibalize the sale from the existing one ( trade off).KFC knows that items on its menu
will vary in popularity. Their ability to generate profits will vary at different points in their life
cycle. Products go through a life cycle which is illustrated below: The type of marketing taken
and amount invested will be different, depending upon the stage product is reached. For example
launching a new product involves automatically television and other advertising support. At any
time company will have a portfolio of products each is in different stage of its life cycle. Some of
KFC's option growing tremendously but some Halal products is in its maturity stage.

SEGMENTATION
Geographic segmentation:
KFC has outlets internationally and sells its products according to geographic needs of the
customer. In India KFC focuses how geographically its customers demand different products. In
north India Chicken is the main selling product, while in the south the Veg. items sell more than
the chicken.
Demographic Segmentation
In demographic segmentation, the market is divided into groups based on an age, gender, family
size, income, occupation, religion, race and nationality. KFC divides the market on demographic
basis in this way:
• Age is between 6-65.
• Gender is both males and females.
• Family size is 1-2, 3-4, 5+
• Income is Rs 10,000 n above.
Psychographic segmentation
Dividing a market into different groups based on social class, lifestyle, or personality
characteristics is called psychographic segmentation.
KFC divides market on the basis of psychographic variables like
Social class- Upper and Middle class.
Lifestyle is not specific.
Personality is ambitious and authoritarian
2. Price
Price is the any amount of money that customers have to pay while purchasing the product. More
broadly, price is the sum of all the values that consumers exchange for benefits of having or
using the product or services. The customer‘s perception of value is an important determinant of
the price charged. Customers draw their own mental picture of what a product is worth. A
product is more than a physical item, it also has psychological connotations for the customer.
The danger of using low price as a marketing tool is that the customer may feel that quality is
being compromised. It is important when deciding on price to be fully aware of the brands and
integrity. A further consequence of price reduction is that competitors match prices resulting in
no extra demand . This means the profit margin has been reduced without increasing sales.

Demographic Factors
Age: Generally there is no age limit focus by the KFC. The target and focus is on each and every
individual in a society. KFC finds its largest demographic in the young of any society.
Gender: Both male and females are focused by KFC, gender does not play any role here.
Household Size: This plays a vital role in the demographic factor of the KFC. Generally they
target whole families rather than single persons. This being the reason for their Family Meals
which are basically bundled items served at a nominally cheaper rate.

Economic Factor
Income: Income is an important key factor for KFC. This factor decides which class is to be

targeted. In the early rise of KFC they focused on the upper class but slowly are introducing

economy meals that attract the lower to middle classes.

Consumption Behavior: It estimates the behavior of people, their liking and disliking towards

the pricing of the products.

Pricing Strategy

Market skimming: KFC globally enters the market using market skimming. Their products are

priced high and target the middle to upper class people. Gradually they trickle down the prices

focusing on the middle to lower class people to penetrate both sides of the market.

Competition

We can compare the price of their products with McDonald, Dominoes and Pizza Hut. If the

competitor provides the same product at a lower price then the organization usually lowers the

price of its product too. In the case of KFC, Fried Chicken is its main selling point and controls a

monopoly over the Indian fast food market (only with fried chicken). It prices its burgers, French

fries and soft beverages with relation to its competitors.

• Cost Based; KFC price their product keeping different points in view. They adopt the

cost base price strategy. Pricing of the product includes the govt. tax and excise duty and

then comes the final stage of determine the price of their product. The products are bit

high priced according the market segment and it is also comparable to the standard of

their product. In the cost based method we include the variable and fixed cost.

The firm can change its price, sales force size, and advertising expenditures in the short run. It
can develop new products and modify its distribution channels only in the long run. Thus the
firm typically makes fewer period-to-period marketing-mix changes in the short run than the
number of marketing-mix decision variables might suggest.

Note that the four Ps represent the sellers‘ view of the marketing tools available for influencing
buyers. From a buyer‘s point of view, each marketing tool is designed to deliver a customer
benefit. Also the sellers‘ four Ps correspond to the customers‘ four Cs.

Four
Ps Four Cs
Product Customer solution
Price Customer cost
Place Convenience

Promotion Communication
Promotion means communicating with Individuals, groups, or organizations to directly or
indirectly facilitate exchanges by informing and persuading one or more audiences to accept an
organization‘s products.
A variety of organizations spend considerable resources on promotion. Marketers indirectly
facilitate exchanges by focusing information about company activities and products on interest
groups (such as environmental and consumer groups), current and potential investors, regulatory
agencies, and society in general. Some marketers use cause-related marketing, which links
purchase of their products to philanthropic efforts for a particular cause favored by their target
market. Marketers also sponsor special events, often leading to news coverage and positive
promotion of an organization and its brands.

From this wider perspective, promotion plays a comprehensive communication role. Some
promotional activities help a company justify its existence and maintain positive healthy
relationships between itself and various groups. Although companies can direct a single type of
communication—such as an advertisement—toward numerous audiences, marketers often design
a communication precisely for a specific target market. A firm frequently communicates several
different messages concurrently, each to a different group.

For maximum benefit from promotional efforts, marketers strive to properly plan, implement,
coordinate, and control communications. Effectively promotional activities are based on
information about customers and the marketing environment, often obtained from an
organization‘s marketing information system. How successfully marketers use promotions to
maintain positive relationships demand largely on the quantity and quality of information an
organization receives. Because promotion‘s basic role is communication, we should analyze
what communication is and how the communication process work

PROMOTION AND THE COMMUNICATION PROCESS
Communication can be viewed as the transmission of information. For communication to take
place, both the sender and receiver of information must share some common ground. They must
share a common understanding of the symbols, words, and pictures used to transmit information.

Thus communication is defined as a sharing of meaning. Implicit in this definition is the notion
of transmission of information because sharing necessitates transmission. As the figure below
shows, communication begins with a source. A source is a person, group, or organization with a
meaning it intends and attempts to share with an audience. A source could be a salesperson
wishing to communicate a sales message or an organization wanting to send a message to
thousands of customers through an advertisement. A receiver is the individual, group, or
organization that decodes a coded message, and an audience is two or more receivers.

To transmit meaning, a source must convert the meaning into a series of signs representing ideas
or concepts. This is called the coding process, or encoding. When coding meaning into a
message, a source must consider certain characteristics of the receiver or audience. To share
meaning, the source should use signs that are familiar to the receiver or audience. Marketers who
understand this realize how important it is to know their target market and to make sure that an
advertisement, for example, uses a language that the target market understands.

To share a coded meaning with the receiver or audience, a source selects and uses a medium of
transmission. A medium of transmission carries the coded message from the source to the
receiver or audience. When a source chooses an inappropriate medium of transmission, several
problems may arise. A coded message may reach some receivers, but not the right ones. Coded
messages may also reach intended receivers in incomplete form because the intensity of the
transmission is weak.

In decoding process, signs are covered into concepts and ideas. Seldom does a receiver decode
exactly the same meaning that a source coded. When the result of decoding is different from
what was coded, noise exists. Noise is anything that reduces the clarity and accuracy of the
communication; it has many sources and may affect any or all parts of the communication
process. Noise sometimes arises within the medium of transmission itself. Noise also occurs
when a source uses signs that are unfamiliar to the receiver or that have a different meaning from
the one intended. Noise also may originate in the receiver. A receiver may be unaware of a coded
message when perceptual processes block it out.

The receiver‘s response to a message is feedback to the source. The source usually expects and
normally receives feedback, although perhaps not immediately. During feedback, the receiver or
audience is the source of a message directed toward the original source, which then becomes a
receiver. Feedback is coded, sent through a medium of transmission, and decoded by the
receiver, the source of the original communication. Thus communication is a circular process.

During face-to-face communication, such as a personal selling situation or product sampling,
verbal and nonverbal feedback can be immediate. Instant feedback lets communicators adjust
messages quickly to improve the effectiveness of their communication. For example, when a
salesperson realizes through the feedback that a consumer does not understand a sales
presentation, the salesperson adapts the presentation to make it more meaningful to the customer.
When mass communication such as advertising is used, feedback is often slow and difficult to
recognize. Advertisers obtain feedback in the form of changes in sales volume or in consumers‘
attitudes and awareness levels.

FLOW CHART OF HOW TO GO ABOUT
DECIDING & EVALUATING PROMOTIONAL MIX

Research Stage
Strategic Stage
Product Life-Cycle Stage
Promotional tools vary in cost effectiveness at different stages of the product life cycle
- In the Introduction/Infancy stage, advertising and publicity have the highest cost
effectiveness, followed by personal selling to gain distribution coverage and sales
promotion to induce trial.
- In the Growth stage, all the tools can be toned down because demand has its own
momentum through word of mouth.
- In the Maturity stage, sales promotion, advertising and personal selling all grow more
important in that order.

- In the Decline stage, sales promotion continues strong, advertising and publicity are
reduced and sales people give the product only minimal attention.
As we can see, Sales Promotion in specific is very important over the various stages of
the Product Life Cycle.
Promotional objectives differ considerably from one organization to another and within
organizations over time. Large organizations with multiple promotional programs operating
simultaneously may have quite varied promotional objectives. Let‘s have detailed look at some
of the promotional objectives:
Create awareness
A considerable amount of promotion is directed at creating awareness. For an organization
introducing a new product, new brand, or brand extension, making customers aware is crucial to
initiating the product adoption process. A marketer that has invested heavily in product
development strives to create product awareness quickly in order to generate revenues to offset
the high costs of product development and introduction.

Stimulate Demand
When an organization is the first to introduce an innovative product, it tries to stimulate primary
demand—demand for a product category rather than for a specific brand of product—through
pioneer promotion. Pioneer promotion informs potential customers about the product: what it is,
what it does, how it can be used, and where it can be purchased. Because pioneer promotion is
used in the introductory stage of the product life cycle, which means that there no competing
brands, it neither emphasizes brand names nor compares brand. Primary demand stimulation is
not just for new products. At times an industry trade association, rather than a single firm, uses
promotional efforts to stimulate primary demand.

To build selective demand, which is demand for a specific brand, a marketer employs
promotional efforts on the strengths and benefits of a specific brand. Building selective demand
requires promotional efforts that single out attributes important to potential buyers and the
specific attributes of the brand. Promotional techniques are sometimes used to stimulate selective
demand by differentiating the product from competing brand in the minds of potential buyers.
Stimulating selective demand by increasing the number of product uses is sometimes

accomplishes through advertising campaigns, as well as through free samples, coupons, and
consumer contests and sweepstakes. Promotion for large package sizes or multiple-product
packages are directed at increasing consumption, which in turn can stimulate demand.

Encourage Product Trial
When attempting to move customers through the product adoption process, marketer may be
successful at creating awareness and interest, but then a significant proportion of customers stall
during the evaluation stage. Thus certain types of promotion, such as free samples, coupons, test
drive or limited free-use offers, contests, and games, are employed to encourage product trial.

Identify Prospects

Certain types of promotional efforts are directed at identifying customers who are interested in
the firm‘s product and are most likely to buy. A marketer may utilize a magazine advertisement
with a direct response information form, requesting the reader to complete and mail the form to
receive additional information. Customers who fill out information blanks or call the
organization usually have higher interest in the product, which makes them possible sales
prospects.

Retain Loyal customers
Clearly, maintaining long-term customer relationships is a major goal of most marketers, because
such relationships are quite valuable. Promotional efforts directed at customer retention can help
an organization control its costs because the costs of retaining customers are usually
considerably lower than those of acquiring new ones. Frequent user programs, such as relied on
by airlines, hotels, aim at rewarding loyal customers and encouraging them to remain loyal.

Combat Competitive Promotional Efforts
At times a marketer‘s objective in using promotion is to offset or lessen the effect of a
competitor‘s promotional program. This type of promotional activity does not necessarily
increase the organization‘s sales or market share, but it may prevent a sales or market share loss.

A combative promotional objective is used most often by firms in extremely competitive
consumer products markets, such as fast-food industry.

For example, a local departmental store may mail out coupons, redeemable only on Tuesdays
and Wednesdays, to residents living within a two-mile radius of the store for the purchase of
common items such as milk, bread, or eggs. To offset the effects of these coupons, a competing
store could advertise in the newspaper that it will accept any store‘s coupons on any day of the
week.

REDUCE SALES FLUCTUATIONS
Demand for many products varies from one month to another because of factors such as climate,
holidays, and seasons. A business, however, can‘t operate at peak efficiency when sales fluctuate
rapidly. When promotional techniques reduce fluctuations, a manager can use the firm‘s
resources more efficiently.
Promotional techniques are often designed to stimulate sale during sales slumps. For example,
advertisements promoting price reduction of lawn care equipment can increase sales during fall
and winter months. During peak season periods, a marketer may refrain from advertising to
prevent over-stimulating sales to the point that the firm cannot handle all the demand.
A pizza outlet might distribute coupons that are valid only Monday through Thursday because
Friday though Sunday the restaurant is extremely busy.
3. Promotion
Promotion is the method used to inform and educate the chosen target audience about the
organization and its products. Using all the resources of promotion:
• Advertising
• Sales Promotion
• Public Relations
• Events and Experiences
• Coupons, Discounts and Bundled packages
• An organization finds most of its meanings and survival through promotion.

At KFC, Promotion is the main tool to bring all chicken lovers attention towards its delicious
one-of-a-kind product, the Fried Chicken.

The promotions aspect of the marketing mix covers all marketing communications. The methods
include advertising, sometimes known as ‗above the line‘ activity. Advertisements conducted on
T.V., Radio, news paper, on website, etc.

What distinguishes advertising from other marketing communications is that media owners are
paid before the advertiser can take space in the medium. Other promotional methods include
sales promotions, telemarketing, exhibitions, seminars, loyalty schemes door drops,
demonstrations, etc. The skill in marketing communications is to develop a campaign which uses
several of these methods in a way that provides the most effective results.
For example, TV advertising makes people aware of a food item and press advertising provides
more detail. This may be supported by in store promotions to get people to try the product and a
collect able promotional device to encourage them to keep buying the item support each other

and do not confuse customers. A thorough understanding of what the brand represents is the key
to a consistent message the purpose of most marketing communications is to move the target
audience to some type of action. This may be to buy the product, visit a restaurant, and
recommend the choice to a friend or increase, purchase of the menu item. Key Objective of
advertisement is to make people aware of an item feel positive about it and remember it.

The more KFC knows about the people it is serving the more it is able to communicate messages
which appeal to them. Messages should gain customers‘ attention and keep their interest. The
next stage is to get them to want what is offered. Showing the benefits which they will obtain by
taking action are usually sufficient, the right message must be targeted to the right audience.

For example, to reach a single professional woman with income above a certain level, it may be
better to take an advertisement in Cosmopolitan than Woman Era. To advertise to mothers with
children, it may be more effective to take advertising space in cinemas during Disney films.

The right media depends on who the viewers, readers or listeners are and how closely they
resemble the target audience.

TARGET MARKET
The process of evaluating each market segment its attractiveness and selecting two or more
segments. As the outlets of KFC are in posh area and prices are too high (overhead expenses-
rent, air-conditioning, employees), so KFC targets upper and middle classes. Target market
depends upon size and growth rate of population, Company resources and structural
attractiveness of market segment.

MARKET POSITIONING
For a product to occupy a clear, distinctive and desirable place relative to Competing products in
the minds of target consumer. In KFC feedback is taken from the customer in order to know the
customer demands and then improvements are made in products. KFC focuses on pure and
fresh food in order to create a distinct and clear position in the minds of customers KFC has a
strong brand name and they are leading the market in fried chicken .KFC uses its attributes to
Position its Product(Fried Chicken)

ADVERTISING
The logo of the smiling Colonel is probably one of the most recognized faces in the world and
instantly brings the image of fried chicken to one‘s mind. KFC and its new company jingle,
―finger lickin good‖ is a frequent announcement on televisions, billboards, flyers and radio
.employees wearing casual dresses shows a very casual n free kind of an enviornment, and tee-
shirts says that I m a student of lickonomics which means finger lickin good. The concept of
showing a normal customer deeply involved in devouring his piece of chicken usually turns on
the drool factory in everybody‘s mouth and makes them rush to the nearest KFC. In India where
chicken lovers are plenty abound these ads featuring normal people connect instantly and create
a rush at their outlets. Using the following methods KFC spreads its message of finger licking
good chicken.

Using Reminder advertisements KFC stimulates repeat purchases of its products. The company

anthem ―finger linkin good‖ is just a wake up call to the consumer to remind them how good

they felt the last time they ate KFC chicken.

SALES PROMOTION

• KFC uses the following tools to further enhance its sales.

• Premiums

• Exhibits

• Coupons

• Entertainment
All KFC outlets offer its customers with various forms of incentives to buy its Chicken. Using
coupons that one can acquire after spending a particular amount over a period of fixed time,
customers can enjoy the benefits of free meals or free add-ons. Additionally they provide meal
vouchers and exciting offers in their print ads, which the customer must cut and bring along.

SALES PROMOTION
The various sales promotion technique essential are –
Word of mouth publicity
We have understood that customers obtain lot of their information from personal or informal
sources. In the view of this , those who have already experienced the services have an important
role to play in the future promotion of the services. Customer satisfaction and word of mouth
publicity go hand in hand. One satisfied customer relates the good experience to three to four

acquaintances while an unsatisfied customer usually tells six to seven customers about it. Thus,
the goodwill is difficult to earn and relatively easy to lose.
4. Place
Place in the marketing mix, is not just about the physical location or distribution points for
products. It encompasses the management of range of processes involved in bringing products to
the end consumer.
In Delhi KFC has open its shop where middle and higher class family, teenagers will come and
enjoy the food.
TARGET AREAS
―Free home Delivery‖ strategy – They provide free home delivery to offices & homes
(selected stores)
Accessibility – Resulting in several outlets to cater to the needs of people in & around the
city.
Hectic lifestyle – Due to the hectic lifestyle of office goings individuals the fast food
concept saves time of preparing food and gives the customer a full meal quickly.
Economically convenient – The pricing appeals to the many classes of a society.
1.TARGET MARKET
1. Location
Hectic lifestyle of individuals – giving them more time at work and less stress about
waiting for food.
Commercialization of urban and sub-urban markets leading to more mid-sector people
that find high-end eating joints very to expensive.
Mid-sector people are always looking for change which KFC provides in their range of
fast food.
Quality conscious – people in urban areas are more conscious about the quality of food
than rural areas.
Urban areas are more populated therefore they help with attracting higher revenues
2. Placement of outlets
Due to KFC placing itself close to schools, colleges, cinemas and markets which are mostly
populated by the young and those who are in a hurry, KFC enjoys a large number of footfalls
every day.

3 Channels
KFC believes in first level channels in the order given below:
Manufacturers
Retailers
Consumers

CHANNEL PROCESS
KFC works on the flow of good operation techniques i.e.Good Operating Manager leads to –

Good Team Selection
Good Targets
Good Services
Good Revenues through the following internal strategies:
Training
Incentive based targets
Recognition for good work
Performance based bonus
Employee benefits to keep them motivated
Promotion

For the current Indian market for fast food, it is not difficult for a fast food restaurant to enter the
market. However, it would be extremely difficult to take over already running major fast food
chains' dominancy in India or even make a significant amount of profit. While there are enough
people in urban India for any restaurant to survive, KFC holds the first-mover advantage into the
'non-veg food specialty food segment' that gives them free reputation. Customers, especially
children who are used to going to KFC as a treat or reward from their parents or grandparents,
are not going to want to go to other restaurants they‘ve never heard of. The brand name is
already established. Also, there is already a large variety in the numerous western-style dining
places in India, such as
McDonald‘s, Pizza Hut, Domino's and Subway, and any new fast-food entrants would just be
presenting something very similar to what‘s already there. While small

Neighborhood restaurants generally have low barriers to entry, these are the barriers to entry for
similar restaurant businesses to enter the fast-food chain market.

BUYER/SUPPLIER BARGAINING POWER
The customers of KFC, especially as individual buyers, have almost no bargaining power
because if only one customer threatens to no longer eat at KFC, the store is not going to lower its
price because the cost of losing one customer is not very great. The suppliers, like the buyers,
have very little bargaining power.
In terms of food, KFC, upon its move into India, urged many of its U.S. suppliers to also extend
branches into India. KFC also began helping local suppliers by giving them technological
support to improve their products. This is a brilliant strategy because the supplies that KFC
would otherwise need to import from the
U.S. can now be obtained domestically, and if the U.S. suppliers decide to raise their prices, KFC
can easily switch to the local suppliers. This gives us a brilliant strategy. With this strategy, KFC
created competition among its suppliers, lowering the supplier bargaining power. In terms of
human resources, labor cost is extremely low because the supply of non-skilled workers great
exceeds the demand for them. With so little buyer and supplier bargaining powers, KFC is able
to have a very tight control over its prices and expenditures.

SUBSTITUTES AND COMPLEMENTS
As mentioned above, there are a few major competitors in the fast-food industry in India for
KFC, namely McDonald‘s, Pizza Hut, Domino's and Subway. The substitute products, in this
case, would be burgers, pizza, and sandwiches. Though they are competitors, their primary
products differ greatly from each other, in that they sell, chicken, burgers and fries, pizzas, and
sandwiches, respectively. Traditional Indian dining, home-cooked meals, and grocery stores
with ready-to-eat foods are also substitutes, as families could choose any one of these over fast
food for a meal. These substitutes are definitely considered healthy as compared to the fast food
chains. Even foods from street vendors count as substitute goods.
While other fast foods serve as substitute to KFC, they can also serve as complements for fast
foods as a whole. If the general price of fast foods goes up, KFC‘s price rises as well, and the
same can be said of the quantity sold of these products, which make them complements to each

other. KFC also sets up stores located near popular tourist attractions, so tickets to these tourist
spots are also complementary goods because the more people tour these attractions, the more
customers KFC will get.

RIVALRY
Unlike what one would expect, KFC has little rivalry with similar fast-food chains in India. The
primary reason is that their core products are different, as in they sell different kinds of fast foods
with very different tastes and styles. For example, if KFC raised its price for chicken by a small
amount, Indian chicken lovers who may not be as accepting to pizzas (many Indian people
strongly dislike the taste of cheese) are not going to switch to Pizza Hut just because the price for
KFC increased. In addition to that, these restaurants have such different target customers that the
fluctuation of price for one restaurant is not going to affect the others. For example, a full meal
at KFC ranges about Rs. 150, whereas a full meal at Pizza Hut can cost over Rs. 300. The
drastic difference in price assures no price competition between these restaurants.

SPECIAL MARKETING MIX ELEMENTS FOR SERVICES
People element is important because almost all services are delivered through one human being
to another so the recruitment ,training of the employees are important. People need to be
continuously motivated to ensure continued performance.

Team work is very important as all sections in a restaurant need to coordinate with each other to
do a great sales

Recognition of people or employees doing good job is essential which is a vital part in our
restaurant.

Some other points under people are :-

Recruitment- the recruitment of people are essential and crucial for they are the major
elements of personal contact.

Training- the potential employees need to be trained to carry out their duties ,also learn
about people skills emphasizing on customer centricity and sensitivity to customer
demands.
Motivation- the employees need to be continuously motivated to ensure continued
performance. This may be in the form of internal evaluation and awards or rewards to
encourage the employees.

OUR CULTURE HELPS US INCREASE F&B REVENUE-
Our culture includes:-
How we win together principles- (HWWT)2
Which includes –
Believe in all people-we trust in positive intentions and believe everyone has the
potential to make a difference. We actively seek diversity in others to expand our
thinking and make the best decision. We coach and support every individual to grow
to their full capability.
We are customer maniacs- Customers rule. Every customer sees it, f eels it, and
knows it in every restaurant. We make sure we have great RGM‘s who build great
teams.100% champs with a yes attitude is the expectation.
Go for breakthrough- we begin by asking ourselves , ―what can I do now to get
breakthrough results in my piece of yum?!!!‖ our intentionality drives step change
thinking. We imagine how big something can be and work future-back ,going full out
with positive energy and personal accountability to make it happen.
Build know how- we grow by being avid learners ,pursuing knowledge and best
practices inside and outside the company.we seek truth over harmony every step of
the way. We consistently drive outstanding execution by scaling our learnings into
process and tools around what matters most. Breakthroughs come when we get
people with knowledge thinking creatively.
Teamwork - We discuss the undiscussable , always promoting healthy debate and
healthy decisions. Our relationships allow us to ask the earth of each other. We make
specific verbal contracts to get big things done with urgency and excellance.

Recognize !! recognize !! recognize – we attract and retain the best people and
inspire greatness by being world famous for recognition. We love celebrating the
achievement of others and have lots of fun doing it….
Physical evidence of a service has a very large role to play in the service scenario – It includes
:-

Signage - the signage provides crucial information regarding the restaurant exact
location, about any promotions going on , any new products , etc
Ambient conditions – the temperature of the area so that the customers are comfortable
Equipments – such as the seats , toilet equipments etc
Employee appearance – uniforms that are attractive and hence employees look clean
and tidy in it.

OTHER STRATEGIES

Menus & Hiring
Eye-catching menus can increase restaurant revenue having good hiring criteria and processes in
place can help a restaurant increase revenue and employ good workers.

Specific Language
Being specific with suggestions for beverages or appetizers can help restaurant servers increase
revenue and tips.

Up-Selling
Up-selling is a good way for restaurant servers to increase restaurant revenue

Pre-Busing Tables
Increasing restaurant revenue can be as simple as keeping tables clear of clutter and loose plates
to make happy customers
Check Average

Increasing restaurant revenue can be as easy as training servers to boost check averages and tip
dollars by up-selling.

Sanitation
Restaurants with good sanitation and hygiene standards increase revenue by impressing
customers with a clean environment

To increase sales certain points that are being used are :-

Pre selling
At the point of first interaction with the customers, there is always the opportunity to
communicate the current promotion.

Suggestive selling
During the order selling process ,there is always the opportunity to suggest items that would
complement the meal if not already ordered, such as beverages, desserts ,larger size etc.
A momentary pause after the suggestion is effective in allowing the customer to break the silence
by responding, hopefully with a yes.

For example a customer orders a beverage , an appropriate suggestive selling would be that
whether it would be large???? And then to wait for the customer to answer.

In order to maintain maximum sales you must increase the number of customer purchases called
transactions or guest checks

Take the opportunity to maximize the amount spent by the customers on each transactions called
guest check average or ticket average.

How to increase sales??????
Although one of the goals is to increase sales ,this should not be done in a way that negatively
impacts the customer ,such as by intentionally not mentioning an offer or discount.

Summer traning final report

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