The PGDM Retail Management Department (Batch 2025–2027) at Jagan Institute of Management Studies (JIMS), Rohini facilitated a three-day experiential learning opportunity for students across various ZARA stores in Delhi—including Promenade Mall, Pacific Mall, and Select City Walk—on November 27 to 29, 2025, during the Black Friday Sale. A selective group of students was chosen for this live project based on their communication abilities and marketing skills demonstrated during classroom and practical assessments.
The live project provided students with first-hand exposure to large-scale retail operations, enabling them to understand the realities of customer handling, store management, and high-pressure sales environments. Working directly on the shop floor, students engaged in assisting customers with size selections, managing queries during peak hours, and ensuring smooth interactions while maintaining professionalism and a customer-first mindset throughout the rush.
Behind the retail counters, students gained experience in stock management, backroom coordination, and merchandise upkeep—refolding, re-tagging, and reorganizing inventory to support seamless store functioning. This exercise offered a deeper appreciation of the discipline, effort, and teamwork required in fast-paced retail environments.
A key learning area was ZARA’s advanced billing system, where many customers required assistance during high traffic. Supporting them allowed students to understand the importance of integrating technology with human support to enhance the overall retail experience.
The experience helped students develop competencies in:
- Understanding brand operations during peak seasons
- Effective team coordination and communication
- Managing crowd pressure with composure
- Handling multiple sections despite limited staff
- Reporting, learning, and collaborating with store managers
- Completing full retail shifts with discipline
- Strengthening teamwork, cooperation, and customer service skills
This three-day engagement served as a valuable practical learning platform, reinforcing the significance of operational efficiency, customer-centricity, and adaptability in modern retail management.