ON THE TOPIC PROMOTION OF DIFFERENT COMMERCIAL VECHILES & ALSO THE IDENTIFICATION OF PROSPECTIVE CUSTOMER BASE FOR TATA

MOTORS IN BURDWAN DISTRICT

ACKNOWLEDGEMENT To make this project work a great success, I have received great assistance and co-operation of several persons to whom I am grateful and indebted and thus would like to express my earnest gratitude and thanks as without cooperation my project would not be success. I would like to gratitude to Prof. PradipMallick of MBA dept. for given an idea of the subject and help me to make this project I am also thankful to IndraneelSamadder (HR Executive) of Bhandary automobiles Pvt. Ltd. Gave me opportunity to do summer training in BARDWAN. I would like to gratitude to Mr. Tapan Kr Dey (Dealer sales Manager) of Bhandary automobiles Pvt. Ltd, for given an idea of the subject and help me to make this project Once again I would express my heartiest thanks and gratitude to all the individuals who has spent their valuable time and have taken great pain to support me in completing my work.

SK AZHARUDDIN

PREFACE

In this Masters thesis I am trying a lot to highlight original purpose of attempting to describe the main aims and promotion if different commercial vehicles and the identification of prospective customers. Throughout my thesis I have sought to keep in view my purpose and aim to be sure and aesthetical. I have expressed my view and opinion to the person to those who are engaged professionally in the field of advance marketing. I am indebted to the authority of Bhandary, and my respected guide as they have directed me in investigation or they have allowed me to discuss with them in some more professionals whose assistance has been invaluable at every stage. I have express my sincerest thanks. Finally I have once again to acknowledge my indebtness to Marketing personnel of Bhandary for giving me permission to introduced statistic and incorporate materials for work.

INTRODUCTION The project on promotion of different commercial vehicles and the identification of prospective customer . I have been assigned to do my project at TATA Motors LTD.., to the dealers of Bhandaryautomolilespvt. Ltd., Fagupur, Burdwan. Every organization needs to have well trained people to perform the activities that have to be done by specialist alone. In order to increase job performance. It is necessary to raise the skill level and increase the versatility and adaptability of employees. A necessary summer training project has to be conducted independently( according to institutional norms) to build up on field experience and to uplift the technical potentiality to be a successful manager in the corporate domain. Summer training program is a process of learning. it is a sequence of programmed behavior. It is an application of efficiency. Training gives people an awareness of rules and procedure to guide efficiencies of interactions in marketing field. It helps about growth of the personality. Helps individuals in the process towards maturity and actualization of their potential capacities so that they become resourceful and skilled employees. I am thankful to TATA Motors ltd. To the dealer of BhandaryAutomobiles Pvt. Ltd ,Fagupur, Burdwan for providing me a chance to prove my potentiality, especially in the field of marketing. They have selected subdivision as my proving ground. Following a structure questionnaire, I have been directed to follow a complete enumeration technique as a sampling frame.

COMPANY HISTORY Indian manufacturers Tata Motors have quite the history under their belt, starting with the company's foundation in 1945 as a locomotive producer. Tata Motors is just one part of the business group Tata, formerly known as TELCO (Tata Engineering and Locomotive Company), which also has several other ventures, including a steel making plant and even a tea producing company. Tata got into the motoring business in 1954 when it starting producing heavy trucks in a joint venture with Daimler-Benz AG. So, in 1960.the first truck rolled out of the factory's door in Pune, India, a copy of a German Daimler truck. Tata starting exporting heavy-duty trucks but for the local market, they had to come up with lighter versions because of the infrastructure of the country. The first LCV (Light Commercial Vehicle) model, the Tata 407, began production in 1986. At the beginning of the 90s, the company sought to evolve and expand into the car market, and it began collaboration with Cummins Engine Company to produce more efficient diesel engines. Their first car was the Tata Indica, a model that enjoyed an unexpected success both in India and on other European markets, despite the fact that car-analysts gave it bad reviews. The Indica won people over with its low fuel consumption and powerful engine. It was so successful that Rover began selling it in the UK under the name of CityRover. The second generation of Indica, the V2, was even more successful. Indica's major success gave Tata Motors the financial power to take over Daewoo Motors in 2004, in a effort to take their brand more international exposure. Other surprising acquisitions by the Tata Group include Jaguar and Land Rover as of March 26th, 2008 for a net 2 billion US dollars. Lately, Tata has made known its aggressiveness when it comes to gaining exposure and acquiring new brands.

Tata Motors' financial power comes from the fact that its labor costs amount to only 9% of the profit, a reason for which many other car producers, including Volvo decided to move operations to India. Another important factor in Tata's success is the fact that the group holds several machine tools and metal producing plants, further reducing production costs. Apart from this, Tata does not lack the innovative spirit, bringing to the world the compressed air car (One CAT) and the cheapest model ever produced, introduced at the 2008 Geneva auto show, the Tata Nano, a car which will set you back some $2.500. Also, Tata has expressed their wish to come up with a car made 100% out of plastic, in an effort to fight rising costs for metal production. Tata Engineering and Locomotive was established in 1945 to manufacture locomotives. In 1948, steam road roller was introduced in collaboration with Marshall Sons (United Kingdom). In 1954 there was collaboration with Daimler Benz for the manufacture of commercial vehicles only. This vehicle was rolled out within 6 months of the contract. In 1959, the Research and Development Center was set up at Jamshedpur. In 1961, exports began with the first truck being shipped to Sri Lanka. In 1971, DI engines were introduced. In 1977, Pune was the place where the first commercial vehicle was built. Four years after that, there was the manufacture of Heave Commercial Vehicles. In 1985, the first hydraulic excavator was produced in collaboration with Hitachi

COMPANY FOUNDER JehangirRatanjiDadabhoy Tata was the founded of Tata Motors. He was awarded the Bharat Ratna in 1992. He was born in Paris in France as the son of RatanjiDadabhoy Tata and his mother was French - Suzanne Briere. His father was the cousin of Jamshedji Tata. He spent his childhood in France. He obtained a first pilot license in India. He founded Tata Airlines in 1932 which has now become Air India. JRD joined Tata and Sons in 1925. He was made the chairman 13 years later. He was the director of many companies like Steel, Engineering, Power, Chemicals and Hospitality. The company under his chairmanship grew from 100 million dollars to 5 billion dollars. He started with 14 enterprises and in the end when he left there were 95 enterprises. In 1945, he founded Tata Motors. In 1948, he launched Air India, Indias first international airline. In 1953, the Indian Government appointed his as the Chairman of Air India. He also launched a program to give workers a voice in the company. He founded Tata Consultancy Service.

OBJECTIVE Objective of the study was to find the promotion of different commercial vehicles and also the identification of prospective customers and how well theygo on about with their distribution throughout Burdwan, Bankura, and asansol districts of west Bengal.

Apart from this, the basic objective was to check into the Distribution strategy of Bhandary Automobile Pvt. Ltd. Of Burdwan district in its respective route and studying the effectiveness of training process of the company and suggest measures on its onprovident.

1. To know the factors influence the purchases decision. 2. To know the impact of Advertisement. 3. To know consumer perception towards the Tata commercial vehicles.

INTRODUCTION OF BHANDARY AUTOMOBILE

Bhandary Automobile Pvt. Ltd. Since 2004 dealing with TATA motors and commercial vehiclessales service and repairs.

Number of the employees workingburdwanBhanday TATA Motors are 42. Area of operation is Burdwan, Bakura, Asansol , Durgapur, katwa. galsi

ROLE OF THE SALES PERSON He should be neatly dressed He should have knowledge about various products Features Variants Colors Prices Sales promotion campaigns Competitor products, their features, prices, etc. Latest service and warranty policies Current availability Carry copy of ready reckoner Do not leave the customer unattended for more than 3 minutes CUSTOMER CARE TEAM: Role of the Customer Care Manager: Customer Care Manager is the leader of the customer care team. He is accountable for the salessatisfaction index of the dealership. The customer care manager ensures that every customer is properly followed up and feedback is recorded. Also the customer complaints are recorded andresolved as soon as possible to the level of satisfaction. The customer care executives report tothe customer care manager.

Customer Care Executive :-Initially does the Post Sales Follow up (PSF) and monitors the feedback forms at the showroom Post sales follow up. P S F s a re d on e i n o rd e r t o g e t t h e fi r st h a n d f e e d b a c k f rom t h e c u st o me r a b ou t t h e experience that they had during the sales and delivery process. The first PSF is done within the 72 hours of delivery and the voice or exact wordings of the customer are recorded. The next PSF call is made after 15 days after the vehicle isd e l i v e r e d . Th e fe e d b a c k fo r m sy st e m i s a v e ry i mp or t a nt t oo l t o ob t a i n c u st o me r s feedback on the experience that the customer had during the purchase of commercial vehicles FUTURE CHALLENGES Mahindra and Mahindra: JV with ITEC, North American leader in heavy trucks.M&M has formed a 51:49 JV called Mahindra International with ITEC, USA (parent Navistar International), to manufacture commercial vehicles and to bolster its position inthe CV business. ITEC is the leader in medium and heavy trucks and buses in NorthA m e ri c a , a n d i s t h e w orl d ' s l a rg e st m a nu f a c t u re r o f me d i u m- d u t y d i e se l e ng i ne s. Ma h i nd ra I nt e r n a t i on a l a i m s t o h a v e a p r e s e nc e a c r os s t h e C V ma r ke t ( 6 - 3 5 t on ne s GVW) with variants of passenger transport, cargo and specialized load applications and islikely to start producing medium/heavy commercial vehicles from FY09.

Force Motors Ltd: JV with MANfor manufacturing high-tonnage vehicles ForceMotors has paired up with MAN in a 70:30 JV to manufacture high-tonnage and specialtyvehicles, such as long-haul trucks, tippers,tractor trailers and multi-axle vehicles in the16-32 tonne range at its Pithampur plant, with an initial capacity of 24,000 units per annum and at an investment of Rs7bn. The JV plans to sell nearly half of its production inthe domestic market, while the rest is to be exported to the Middle East, Turkey, Russia,Asia and Africa. Further, the two companies have formed another JV to manufacture buses in India from end-2007. Ashok Leyland: Acquisition of Czech Republic-based Avia. Ashok Leyland (ALL)re c e nt l y a cq u i re d t h e t ru c k u ni t o f C ze c h R e p u b l i c - b a se d A v i a fo r U S $3 5 m . A v i a ma nu fa c t u re s 6 - 9 t on ne L C V s a nd h a s a c a p a c i t y o f 2 0 , 0 0 0 u ni t s p e r a n nu m . Th e acquisition has given ALL direct access to an entire range of Avia trucks, Avias pressshop with dies and tools, welding lines, state-of-the-art paint shop and R&D facilities.ALL has also entered into technology agreements with Hino Motors of Japan and ZF of G e r ma ny t o c o mp l e me nt i t s i nh ou se R & D e f f ort s a nd d e v e l o p i ng c om p l e me nt a ry components and aggregates. Suzuki: Suzuki through its subsidiary, Maruti Suzuki in the Indian market may also be alarming. Maruti has aggressively launched family cars to undermine the Tata models .

RESEARCH METHODOLOGY It is a systematic approach of identifying the problem, collecting the Information, analyzing the information and providing alternate suggestions. Three type of project research can be distinguished. Some research is exploratory, i.e, to gather preliminary data to shed light on the real nature of theproblem and suggest possible hypothesis on new ideas. Some are descriptivei.e., to ascertain certain magnitudes. FORMAULATION OF OBJECTIVE The first step calls for marketing researcher is to define the problem carefully and agree on the research objectives. The objective must throw light onthe problem under study or the aim. Primary Data Collection Primary data may be described as those data that have been observed and recorded by the researcher for the first time to their knowledge. These dataconsist of original information gathered for specific purpose. The knowledge ofsecondary data is essential for planning the collection of primary data. Theprimary data can be collected in four ways.:- Observation, Focus groups, Survey& Experiments . Secondary Data Collection Secondary data may be described as those data that is collected indirectly through journals, magazines ,booklets ,internet etc.Sampling UnitWho is to be surveyed? The marketing researchers must design the targetpopulation that is to be sampled.My project sample was the TATA 407 customers (who purchased the vehicleafter 2000) and EXCEL-4 customers. Sample Size: How many customers should be surveyed? Larger sample gives more reliable results than smaller samples. However it is not necessary to target the entire customers.I was asked to survey customers from burdwan , katwa, galsietc

Marketing mix Marketing is the process by which a product or service originates and is then priced, promoted, and distributed to consumers. The principal marketing functions involve market research and product development, design, and testing. It is the business activity of presenting products or services in such a way as to make them desirable. One has to consider promotion that is balanced with a suitable product available at a reasonable price, provided at all places to maximize the sale of ones product. PRODUCT Brand Packaging Innovations Quality MARKETING MIX PRICE PROMOTION Pricing Strategy Personal Selling Pricing & Advertising Quality Price & Public Alterations Relations Discounts PLACE Channels of Distributions Physical Distribution Wholesaler Retailers &

1. PRODUCT (Brand, Packaging, Innovations, Quality) : a. Brand : Advertising is often used to make consumers aware of a products special low price or its benefits. But an even more important function of advertising is to create an image that consumers associate with a product, known as the brand image. The brand image goes far beyond the functional characteristics of the product. The products of Tata Motors have many special characteristics to them, but when consumers think of it, they not only think of its features, but they may also associate it with quality, performance, class. All of these meanings have been added to the

Product by advertising. Consumers frequently buy the product not only for its functional characteristics but also because they want to be identified with the image associated with the brand. Tata Motors have been successful in creating and maintaining a professional brand image. b. Packaging : A vehicle cannot have a material packaging. Here, packaging refers to and effective assembly of features. Tata Motors provide many innovative features to suit the target customers and the product. E.g. Tata Safari Dicor has Reverse Guide System which includes a weather-proof camera to help the driver while reversing the vehicle. c. Innovations : The various motives behind buying an automobile are Need, Prestige, Comfort, Fashion, Jealousy and Novelty. The R & D Department continuously strives to bring new innovations in their product. Tatas have an industrial experience of over 100 years and they are well known with the Psychology of Indian customers, who desire more at less price. This experience has helped them to develop products which fulfill the expectations of Indian consumers. d. Quality Control : Tata Motors have their Quality Control standards and the QC Dept. ensures that the customer does not face any inconveniences of a defective product. 2. PRICE (Pricing Strategy, Alterations, Discounts) a. Pricing Strategy : The prices are fixed keeping in mind a number of factors. As told by Mr. Desai, prices have to be at par with the prices of the competitors. Tata Motors give a relative price advantage as compares to its competitors. The various determinants of price are

i. Market Condition ii. Costs incurred iii. Profit percentage desired by the Co. iv. Dealer Profit b. Alterations : The Company does not allow any alterations to any of the features of the product. If there is an alteration which affects the performance of the engine, then the warranty becomes void. However, there may be alterations in the accessories, if desired by the customer. c. Discounts : Discounts are decided by the Co. every month. Any further discounts made from the profits of the dealer. However, the Co. may compensate the dealer for the discounts allowed to a certain extent. 3. PROMOTION (Personal Selling, Advertising, Sales Promotion, Public Relations) a. Personal Selling : There is minimal personal selling involved. The Sales Officers at the dealerships collect prospective customer databases and perform cold calling to attract customers. b. Advertising : Advertising is a form of commercial mass communication designed to promote the sale of a product or service. Tata Motors is responsible for the advertising of its products. The dealer does play any role in the advertising. The various media used for advertising are T.V., Newspapers, Magazines, Hoardings, Internet etc. The dealer conducts pointof-purchase displays to advertise the products. The advertisements done by the Co. help the dealer to capitalize on the market. c. Sales Promotion : The purpose of sales promotion is to supplement and coordinate advertising and personal selling; Sales promotions are designed to persuade consumers to purchase immediately by providing special incentives such as cash rebates, prizes, extra product, or gifts. The Co. conducts intensive sales promotion during festivals such as festive discounts during Diwali.

d. Public Relations : Public Relations is a management function that creates, develops, and carries out policies and programs to influence public opinion or public reaction about an idea, a product, or an organization. The Co. takes serious measures to maintain good public relations. The Co. follows business ethics to ensure that the customer is satisfied and receives good service whenever and wherever he desires 4. PLACE (Channels of Distribution, Physical Distribution) a. Channels of Distribution : In case of vehicles, dealership method of distribution and sales is generally adopted. Tata Motors have also adopted dealership method of distribution of its products. The dealers purchase products from the Co. at a negotiated price. The MRP is fixed by the Co. and the dealer gets a profit within these prices. As the Co. deals in commercial and passenger vehicles, there may be a single or distinct dealerships to market its commercial and passenger vehicles in a town. However, if there is a single dealership appointed, then the commercial and passenger vehicles are managed under Commercial Vehicles Dept. and Passenger Vehicles Dept. respectively. Tata Motors have contracts with the Government of India and it supplies buses and passenger vehicles, in some cases, to the Govt. Sometimes, bulk quantities of vehicles are ordered by a Govt. Dept. or a private company. The sales, distribution and billing of these are looked after by the Co. itself. b.Physical Distribution : The commercial vehicles are manufactured at Jamshedpur, LucknowandPantnagar whereas the passenger vehicles are manufactured at Pune plant. From the plant, the finished product is transported to the dealerships. The nation-wide dealership, sales, services and spare parts network comprises over 2,000 touch points. The dealerships are strategically located in the target and potential markets to ensure efficient and timely availability of its products in the market.

SWOT ANALYSIS - TATA MOTORS LIMITED The company began in 1945 and has produced more than 4 million vehicles. Tata Motors Limited is the largest car producer in India. It manufactures commercial and passenger vehicles, and employs in excess of 23,000 people. Strengths * The internationalization strategy so far has been to keep local managers in new acquisitions, and to only transplant a couple of senior managers from India into the new market. The benefit is that Tata has been able to exchange expertise. For example after the Daewoo acquisition the Indian company leaned work discipline and how to get the final product 'right first time.' * The company has a strategy in place for the next stage of its expansion. Not only is it focusing upon new products and acquisitions, but it also has a programme of intensive management development in place in order to establish its leaders for tomorrow. * The company has had a successful alliance with Italian mass producer Fiat since 2006. This has enhanced the product portfolio for Tata and Fiat in terms of production and knowledge exchange. For example, the Fiat Palio Style was launched by Tata in 2007, and the companies have an agreement to build a pick-up targeted at Central and South America.

Weaknesses * The company's passenger car products are based upon 3rd and 4th generation platforms, which put Tata Motors Limited at a disadvantage with competing car manufacturers. * Despite buying the Jaguar and Land Rover brands (see opportunities below); Tat has not got a foothold in the luxury car segment in its domestic, Indian market. Is the brand associated with commercial vehicles and low-cost passenger cars to the extent that it has isolated itself from lucrative segments in a more aspiring India? * One weakness which is often not recognised is that in English the word 'tat' means rubbish. Would the brand sensitive British consumer ever buy into such a brand? Maybe not, but they would buy into Fiat, Jaguar and Land Rover (see opportunities and strengths). Opportunities * In the summer of 2008 Tata Motor's announced that it had successfully purchased the Land Rover and Jaguar brands from Ford Motors for UK 2.3 million. Two of the World's luxury car brand have been added to its portfolio of brands, and will undoubtedly off the company the chance to market vehicles in the luxury segments. * Tata Motors Limited acquired Daewoo Motor's Commercial vehicle business in 2004 for around USD $16 million. * Nano is the cheapest car in the World - retailing at little more than a motorbike. Whilst the World is getting ready for greener alternatives to gasguzzlers, is the Nano the answer in terms of concept or brand? Incidentally,

the new Land Rover and Jaguar models will cost up to 85 times more than a standard Nano! * The new global track platform is about to be launched from its Korean (previously Daewoo) plant. Again, at a time when the World is looking for environmentally friendly transport alternatives, is now the right time to move into this segment? The answer to this question (and the one above) is that new and emerging industrial nations such as India, South Korea and China will have a thirst for low-cost passenger and commercial vehicles. These are the opportunities. However the company has put in place a very proactive Corporate Social Responsibility (CSR) committee to address potential strategies that will make is operations more sustainable. * The range of Super Milo fuel efficient buses are powered by super-efficient, eco-friendly engines. The bus has optional organic clutch with booster assist and better air intakes that will reduce fuel consumption by up to 10%.

Threats * Other competing car manufacturers have been in the passenger car business for 40, 50 or more years. Therefore Tata Motors Limited has to catch up in terms of quality and lean production. * Sustainability and environmentalism could mean extra costs for this lowcost producer. This could impact its underpinning competitive advantage. Obviously, as Tata globalizes and buys into other brands this problem could be alleviated. * Since the company has focused upon the commercial and small vehicle segments, it has left itself open to competition from overseas companies for the emerging Indian luxury segments. For example ICICI bank and

DaimlerChrysler have invested in a new Pune-based plant which will build 5000 new Mercedes-Benz per annum. Other players developing luxury cars targeted at the Indian market include Ford, Honda and Toyota. In fact the entire Indian market has become a target for other global competitors including MarutiUdyog, General Motors, Ford and others. * Rising prices in the global economy could pose a threat to Tata Motors Limited on a couple of fronts. The price of steel and aluminium is increasing putting pressure on the costs of production. Many of Tata's products run on Diesel fuel which is becoming expensive globally and within its traditional home market.

HUMAN RESOURCES The Tata Motors Group employed 58,618 permanent employees (previousyear - 52,244 employees) as of the year end, out of which 53,011employees were engaged in automotive operations. Tata Motors Limitedemployed 29,217 permanent employees (previous year - 26,214 employees)as of the year end. This increase supported the higher production andsales across the Group. The Tata Motors Group has generally enjoyedcordial relations with its employees and workers. All employees in India belonging to the operative grades are membersoflabor unions except at our Sanand and Dharwad plants. All the wageAgreements have been renewed in a timely manner and are all valid and subsisting. Operatives and Unions support in implementation of reforms that impact quality, cost erosion and improvements in productivity across all locations is commendable

WHAT IS SELLING?
Personal Selling is any form of direct contact between a salesperson and a customer. The key factor that sets it apart from other forms of promotion is the two-way communication between the seller and the buyer. This communication can take place in a retail setting, in abusiness-to-business setting, and in telemarketing. Sales people need to research their products and their customers. The more a salesperson knows about both, the better prepared and the more effective she or he will be at offering customers solutions to their problems and meeting their needs. Certain aspects of a salespersons job will vary depending on where the selling takes place PERSONAL SELLING PROCESS Promotion is communicating with potential customers. Almost every company can benefitfrom personal selling. While face-to-face with prospects, salespeople can get more attention thanan advertisement or a display. They can adjust what they say or do to take into considerationculture and other behavioral influences on the customer. They can ask questions to find outabout a customer's specific interests. They can also stay in tune with the prospect's feedback andadjust the presentation as they move along. If-and when-the prospect is ready to buy, thesalesperson is there to ask for the order.Selling, and particularly order getting, is a complicated activity that involvesbuilding buyer-seller relationships. Although the salespersoncustomer interaction isessential to personal selling, much of a salesperson's work occurs before this meetingand continues after the sale itself. The personal selling process consists of six stages:

(1) prospecting, (2) preapproach, (3) approach, (4) presentation, (5) close, and (6)follow-up Prospecting-. Personal selling begins with prospecting-the search for andqualification of potential customers. For some products that are one-time purchasessuch as encyclopedias, continual prospecting is necessary to maintain sales. There arethree types of prospects. A lead is the name of a person who may be a possiblecustomer. A prospect is a customer who wants or needs the product. If an individualwants the product, can afford to buy it, and is the decision maker, this individual is a qualifiedprospect. Leads and prospects are generated using several sources. The enterprise can supplyits sales force with different sources, but the sales person initiative is indispensable.This initiative can have different forms: consulting a variety of sources such as theprofessional press magazines, the Internet sites, the year books on paper or CD format(Kompass, SIRENE, etc); taking advantage of different events (congresses) where thereare good chances to meet prospects; determining the clients to give names of potentialbuyers; appealing to the distributors, retailers, the other sales persons and bankers;contacting the professional associations where the prospects are taking part in;participating to congresses and conferences or writing articles in press magazines inview of increasing its visibility. [Kotler, Philip, 2006]Another approach for generating leads is through cold canvassing in person or bytelephone. This approach simply means that a salesperson may open a telephonedirectory, pick a name, and visit or call that individual. Although the refusal rate is highwith cold canvassing, this approach can be successful. Cold canvassing is oftencriticized by consumers and is now regulated. A recent

survey reported that 75 percent of U.S. consumers consider this practice an intrusion on their privacy and 72 percentfind it distasteful. [Zandl Irma, 1992] The Telephone Consumer Protection Act of 1991contains provisions to curb abuses such as early morning or late night calling.A sales person must analyze the tracks to focalize on the most fertile ones. So, thesalesman has to take into consideration the financial viability of every prospect, histurnover, his localization and the probability of establishing a long term commercialrelationships. Preapproach. Once a salesperson has identified a qualified prospect, preparationfor the sale begins with the Preapproach. The preapproach stage involves obtainingfurther information on the prospect and deciding on the best method of approach.Activities in this stage include finding information on who the prospect is, how theprospect prefers to be approached, and what the prospect is looking for in a product orservice. For example, a stockbroker will need information on a prospect's discretionary income, investment objectives, and preference for discussing brokerage services overthe telephone or in person. For industrial products the preapproach involves identifyingthe buying role of a prospect (for example, influencer or decision maker), importantbuying criteria, and the prospect's receptivity to a formal or informal presentation. Identifying the best time to contact a prospect is also important. For example, Northwestern Mutual Life Insurance Company suggests the best times to call on people in different occupations: dentists before 9:30 A. M., lawyers between 11:00 A.m. and2:00 P.m., and college professors between 7:00 and 8:00 P.M.

Approach. The approach stage involves the initial meeting between thesalesperson and prospect, where the objectives are to gain the prospect's attention,stimulate interest, and build the foundation for the sales presentation itself and the basis for a working relationship. The first impression is critical at this stage, and it is commonfor salespeople to begin the conversation with a reference to common acquaintances, a referral, or even the product or service itself. Which tactic is taken will depend on the information obtained in the prospecting and preapproachstages. The approach stage is very important in international settings. In many societies outside the United States, considerable time is devoted to nonbusiness talk designed toestablish a rapport between buyers and sellers. For instance, it is common that two orthree meetings occur, before business matters are discussed in the Middle East andAsia.Presentation. The presentation is at the core of the order-getting selling process,and its objective is to convert a prospect into a customer by creating a desire for theproduct or service.

Three major presentation formats exist (1) stimulus-response format, (2) Formula selling format, and (3) need-satisfaction format.

Stimulus-Response Format. The stimulus-response presentation format assumes that given the appropriate stimulus by a salesperson, the prospect will buy. With thisformat the salesperson tries one appeal after another, hoping to "hit the right button". Acounter clerk at McDonald's is using this approach when he or she asks whether youd like an order of French fries or a dessert with your meal. The counter clerk is engaging in what is called suggestive selling. Although useful in this setting, the stimulus responseformat is not always appropriate, and for many products a more formalizedformat is necessary. Formula Selling Format. A more formalized presentation, the formula sellingpresentation format, is based on the view that a presentation consists of information thatmust be provided in an accurate, thorough, and step-bystep manner to inform theprospect. A popular version of this format is the canned sales presentation, which is a memorized, standardized message conveyed to every prospect. Used frequently byfirms in telephone and doorto-door selling of consumer products (for example, FullerBrush Company and Encyclopedia Britannica), this approach treats every prospect thesame, regardless of differences in needs or preference for certain kinds of information.Canned sales presentations can be advantageous when the differences betweenprospects are unknown or with novice salespeople who are less knowledgeable aboutthe product and selling process than experienced salespeople. Although it guarantees athorough presentation, it often lacks flexibility and spontaneity and, more important,does not provide for feedback from the prospective buyer-a critical component in thecommunication process and the start of a relationship.

Need-Satisfaction Format. The stimulus-response and formula selling formats sharea common characteristic: the salesperson dominates the conversation. By comparison, the need-satisfaction presentation format emphasizes probing and listening by thesalesperson to identify needs and interests of prospective buyers. Once these are identified, the salesperson tailors the presentation to the prospect and highlights product benefits that may be valued by the prospect. The need-satisfaction format, which emphasizes problem solving, is the most consistent with the marketing concept. Twoselling styles are associated with this format. Adaptive selling involves adjusting thepresentation to fit the selling situation, such as knowing when to offer solutions andwhen to ask for more information. Consultative sellingfocuses on problem identification, where the salespersonserves as an expert on problem recognition and resolution. Both styles are used forindustrial products such as computers and heavy equipment. Many consumer servicefirms such as brokerage and insurance firms and consumer product firms like AT&TGillette also subscribe to these selling styles.

Handling Objections.A critical concern in the presentation stage is handlingobjections. Objections are excuses for not making a purchase commitment or decision.Some objections are valid and are based on the characteristics of the product or serviceor price. However, many objections reflect prospect skepticism or indifference.Whether valid or not, experienced salespeople know that objections do not put an end tothe presentation. Rather, techniques can be used to deal with objections in a courteous,ethical, and professional manner. The following six techniques are the most common

1. Acknowledge and convert the objection-.This technique involves using theobjection as a reason for buying. For example, a prospect might say, "The priceis too high." The reply: "Yes, the price is high because we use the finest Materials. Let me show you...." 2. Postpone-. The postpone technique is used when the objection will be dealt with later in the presentation: "I'm going to address that point shortly. I think myanswer would make better sense then." 3. Agree and neutralize-. Here a salesperson agrees with the objection, then showsthat it is unimportant. A salesperson would say: "That's true and others havesaid the same. However, they concluded that issue was outweighed by the other benefits."

4. Accept the objection-.Sometimes the objection is valid. Let the prospect expresssuch views, probe for the reason behind it, and attempt to stimulate further discussion on the objection. 5. Denial.- When a prospect's objection is based on misinformation and clearly untrue, it is wise to meet the objection head on with a firm denial.

6. Ignore the objection.-This technique is used when it appears that the objectionis a stalling mechanism or is clearly not important to the prospect. Each of these techniques requires a calm, professional interaction with the prospect,and is most effective when objections are anticipated in the preapproach stage. Handling objections is a skill requiring a sense of timing, appreciation for the prospect's state of mind, and adeptness in

communication? Objections also should be handled ethically. Lying or misrepresenting product or service features arc grossly unethical practices. Close. The closing stage in the selling process involves obtaining a purchase Commitment from the prospect. This stage is the most important and the most difficult because the salesperson must determine when the prospect is ready to buy. Telltale signals indicating a readiness to buy include body language (prospect reexamines theproduct or contract closely), statements ("This equipment should reduce our maintenance costs"), and questions ("When could we expect delivery?").The close itself can take several forms. Three closing techniques are used when asalesperson believes a buyer is about ready to make a purchase: (1) Trial close, (2) assumptive close, and (3) urgency close. A trial closeinvolves asking the prospect tomake a decision on some aspect of the purchase: "Would you prefer the blue or graymodel?" An assumptive close entails asking the prospect to make choices concerning delivery, warranty, or financing terms under Theassumption- that a sale has beenfinalized. An urgency close- is used to commit he prospect quickly by making referenceto the timeliness of the purchase: "Thelow interest financing ends next week," or, "Thatis the last model we have instock." Of course, these statements should be used only ifthey accurately reflect the situation; otherwise, such claims would be unethical. When a prospect is clearly ready to buy, the final close is used and a salesperson asks for theorder. Knowing when the prospect is ready to buy becomes even more difficult in cross cultural buyer-seller negotiations where societal customs and language play a large role. Follow-up. The selling process does not end with the closing of a sale; rather, professional selling requires customer follow-up. One marketing authority equated the follow-up with courtship and marriage by observing, "thesale

merely consummates the courtship. Then the marriage begins. How good the marriage is depends on how well the relationship is managed." The follow-up stage includes making certain the customer's purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed. It is important that the salesman follows the client to get informed of his satisfaction degree and, maybe, his probability of repurchase. Once the sale is done, the sales person must give all the complementary information regarding the distribution delays, paying terms or the service after the sales. It is often recommended to make a control visit after the reception of the merchandize to verify that everything is all right. A such visit permits to detect a certain problem, to reveal the interest of the salesman in his client and to assure the customer that he has taken the right decision
e Business Unit (Business Unit (CVBU)

Company Milestones

1986: The Tata 407, the first light commercial vehicle was produced followed by the Tata 608. 1989: The Tatamobile 206- 3rd LCV model was produced. 1991: The 1st indigenous passenger car, the Tata Sierra was introduced. The one millionth Tata vehicle rolled out this year. 1992: The Tata Estate was launched. 1993: There was a joint venture signed with Cummins Engine company to manufacture high horsepower and emission friendly diesel engines. 1994: Multiple launches took place: The Tata Sumo multi utility vehicles were launched as well as the LPT 709, a light commercial vehicle. There was a joint venture with Daimler to manufacture the Mercedes Benz cars in India. There was also a joint venture with Tata Holset to manufacture turbochargers to be used on Cummins engines.

Future Plans

Tata Motors plans to double its sales staff. They have 1,800 people dedicated for the Nano and will hire additional staff to take the number up to 3,000 people. Tata Motors plans to export 2,000 units per month. Tata Motors also plans to launch the Nano in Nepal. The car will be on sale across Nepal through the company distributor. The head of International Business at TATA Motors said that they are delighted to introduce the TATA Nano in Nepal. They feel its an ideal small car and the executive chairman said that they are proud to bring the Nano in Nepal. The price of the Nano will be NPR 798,000 and bookings will be open for 10 days. All three variants of the car will be available in the spired showrooms.

Tata Motors will raise funds overseas to reduce debts. The company may raise $500 million in external commercial bonds. The Company will invest five billion pounds in the UK in coming years. It will raise debt capital to increase its debt maturity profile and reduce its interest cost
VISION, MISSION, VALUES
VISION

To be a world-class corporate constantly furthering the interest of its stakeholders Ourmision Shareholders to consistently create shareholder value by generating returns in excess of Weighted Average Cost of Capital (WACC) during the upturn and at least equal to Weighted Average Cost of Capital (WACC) during the downturn of the business cycle. Customers To strengthen the Tata brand and create lasting relationships with the customers by working closely with business partners to provide superior value for money over the life cycle. Employees To create a seamless organization that incubates and promotes innovation, excellence and the Tata core values. Vendor and channel partners To foster a long-term relationship so as to introduce a broad range of innovative products and services that would benefit our customers and other stakeholders.

Community To proactively participate in reshaping the country's economic growth.To take a holistic approach towards environmental protection. Our core values 1. Integrity 2. Customer focus 3. Corporate citizenship 4. Passion for engineering

Purpose

To create economic assets for road transportation for bulk movement of goods and people, and participate in managing these over the life of assets in order to create and capture economic value.
Product profile

Tata motors company has several product. Among this various product the company is specially known that is commercial vehicles

Name of commercial vehicles

SFC 407 MODEL SFC 407EX,HDLB TRK SFC407EX TWIN TYRE CAB WITH SFC407EX2/31 BS-III PS HDLB SFC 407EX BS-III/31WB COWL TRK SFC407EX BS-III/31 PTO CAB

SFC 709 MODEL SFC 709EX BS-III/38,CAB SFC 709EX BS-III/38,CLB SFC 709 EX BS-III/38HDLB SFC 709 EX BS-III/38CAB,PTO SFC 709 EX BS-III/38CAB,PTOP SFC 709 EX BS-III/38COWL LPT 709 MODEL LPT709ES BS-III/34CAB,PTO LPT709ES BS-III/34HDLB LPT709ES BS-III/38CAB LPT709ES BS-III/38CLB LPT709ES BS-III/38WB,HDLB P.STG

LPT 1109 MODEL LPT1109EX BS-III/36,COWL,PTOP LPT1109EX BS-III/36EX,CLB,PS-PTO PR,BS-III,GBS40 LPT1109EX BS-III/36EX,HDLB,PS-PTOP PR,BS-III,GBS40 LPT1109EX BS-III/36CAB PTOP LPT1109EX BS-III/36,CLB PTOP LPT1109EX BS-III/36,HDLB PTOP LPT1109EX BS-III/42,CAB PTOP LPT1109EX BS-III/42,CLB,PTOP

LPT 909 MODELS LPT 909/38WB CNG,BS-III CLB WITH 4 CNG C LPT909EX BSIII/34,CAB,PTO LPT909EX BSIII/34,CLB LPT909EX BSIII/34,HDLB MS LPT909EX BSIII/38, CAB,PS,PTPO LPT909EX BSIII/38,CAB LPT909EX BSIII/38.HDLB LPT909EX BSIII/38WB,CLB.M.STG

DEFINATION OF COMMERCIAL VECHILES

Commercial vehicles influence the trade, commerce and industry of a country in a major way. Vehicles falling under this category are buses, trucks, ambulance, jeeps and many others. It comes in various uses such as transportation of goods, shipping and handling of various commodities and so on. The future of companies manufacturing these vehicles is very bright due to India's growing commercial sector. The export of commercial vehicles has gone up to 72% breaking all previous records. A commercial vehicle is a type of motor vehicle that may be used for transporting goods or passengers. The European Union defines "commercial motor vehicle" as any motorized road vehicle, which by its type of construction and equipment is designed for, and capable of transporting, whether for payment or not: (1) more than nine persons, including the driver; (2) goods and "standard fuel tanks". This means the tanks permanently fixed by the manufacturer to all motor vehicles of the same type as the vehicle in question and whose permanent fitting enables fuel to be used directly, both for the purposes of propulsion and, where appropriate, for the operation of a refrigeration system. Gas tanks fitted to motor vehicles designed for the direct use of gas as a fuel are considered to be standard fuel tanks

COMMERCIAL VEHICLS CLASSIFICATION In the United States a vehicle is designated commercial when it is titled or registered to a company. This is a broad definition, as commercial vehicles may be fleet vehicles, company cars, or other vehicles used for business. Vehicles that are designed to carry more than 15 passengers are considered a commercial vehicle. A vehicle may be considered a commercial vehicle if:

The title was placed in the name of a company or corporation. The vehicle is used for business but is in an individual's name such as a sole proprietor. The vehicle is a leased vehicle and in the name of the financial institution that owns it. The vehicle exceeds a certain weight or class and therefore is "classified" as commercial even though it may not be commercially used or commercially owned. A weight rating of 26,001 pounds or more is always considering commercial.[2] The vehicle is used to haul any hazardous material.

A vehicles can be used for a business, if not exclusively, and remain private licensed, depending on the amount of time used for business

CONCLUSION Tata Motors has proven excellence over the years through its technologically advanced products, market expansion, customer satisfaction and increasing sales. Tata Motors consistently strives to increase shareholder value, build stronger customer relations and work with its business partners to provide the best value for money. The company is also involved in accelerating the countrys economic growth and protecting the environment. With the initial financial backing of the giant parent company, Tata Group, the division has built a strong business over the past 60 years and continues to show strong financial results. The continual improvement and introduction of new products in the market have allowed it to successfully enter as well as dominate the automobile industry in India. With increasing sales, employees, product offerings, manufacturing facilities and distribution centers along with expansion outside India, the company seems to have a promising future

Take control with SalesFlow The commercial vehicle market is often accused of lacking process, the downside of this is that the opportunity to do business with customers and prospects can be missed. Sales Flow for Commercial Vehicles has been designed, through our work with customers in this area, to exploit opportunities and take into account the operational needs of commercial vehicle dealerships as you grow and would like to increase profits. Implement process for profits SalesFlow allows you to implement and automate a structured approach to your sales processes, whether new/used sales, parts or servicing.

Managers will gain total visibility of the sales pipeline, staff activity and Key Performance Indicators (KPIs). SalesFlow provides sales reports and a helicopter view of operational information at the touch of a button. Users will benefit from a step by step guide to everything from vehicle sales to service management. SalesFlow uses workflow to map your best practice approach, automating tasks and documents all from one easy to use screen. Customers will experience superior customer service as their requests are met on time and they are proactively offered solutions. SalesFlow shares information across departments ensuring all customer details are always available. SalesFlow for Commercial Vehicles Sales management for commercial vehicle dealerships Are you are a commercial vehicle dealership looking to increase your sales revenue? If yes then SalesFlow for Commercial Vehicle dealerships is the software for you. SalesFlow for Commercial Vehicles allows you to gain total control of your sales processes from beginning to end. Turn more enquiries into sales, increase the amount of business you do with customers and make sound business decisions based on fact.

Tools of Promotion - Advertising, Sales Promotion, Public Relation & Direct Marketing

The 4 Ps of marketing are product, price, place and promotion. All four of these elements combine to make a successful marketing strategy. Promotion looks to communicate the companys message across to the consumer. The four main tools of promotion are advertising, sales promotion, public relation and direct marketing.

Advertising
Advertising is defined as any form of paid communication or promotion for product, service and idea. Advertisement is not only used by companies but in many cases by museum, government and charitable organizations. However, the treatment meted out to advertisement defers from an organization to an organization. Advertising development involves a decision across five Ms Mission, Money, Message, Media and Measurement. Mission looks at setting objectives for advertising. The objectives could be to inform, persuade, remind or reinforce. Objective has to follow the marketing strategy set by the company.

Money or budget decision for advertising should look at stage of product life cycle, market share and consumer base, competition, advertising frequency and product substitutability. Messages development further is divided into four steps, message generation, message evaluation and selection, message execution, and social responsibility review. Once the message is decided the next step is finalizing the media for delivering the message. The choice of depends on reach of media, frequency of transmission and potential impact on customer. Based on this choice of media types are made from newspaper, television, direct mail, radio, magazine and the internet. After which timing of broadcast of the message is essential as to grab attention of the target audience. Checking on the effectiveness of communication is essential to companys strategy. There are two types of research communication effect research and sales effect research. Sales Promotion Promotion is an incentive tool used to drive up short term sales. Promotion can be launched directed at consumer or trade. The focus of advertising to create reason for purchase the focus of promotion is to create an incentive to buy. Consumer incentives could be samples, coupons, free trial and demonstration. Trade incentive could be price

Off, free goods and allowances. Sales force incentive could be convention, trade shows, competition among sales people. Sales promotion activity can have many objectives, for example, to grab attention of new customer, reward the existing customer, increase consumption of occasional users. Sales promotion is usually targeted at the fence sitters and brand switchers. Sales promotional activity for the product is selected looking at the overall marketing objective of the company. The final selection of the consumer promotional tools needs to consider target audience, budget, competitive response and each tools purpose. Sales promotion activity should under-go pretest before implementation. Once the activity is launched it should be controlled as to remain within the budget. Evaluation program is a must after implementation of the promotional scheme.

Public Relations
Companies cannot survive in isolation they need to have a constant interaction with customers, employees and different stakeholders. This servicing of relation is done by the public relation office. The major function of the public relation office is to handle press releases, support product publicity, create and maintain the corporate image, handle matters with lawmakers, guide management with respect to public issues.

Companies are looking at ways to converge with functions of marketing and public relation in marketing public relation. The direct responsibility of marketing public relation (MPR) is to support corporate and product branding activities. MPR is an efficient tool in building awareness by generating stories in media. Once the story is in circulation MPR can establish credibility and create a sense of enigma among sales people as well as dealers to boost enthusiasm. MPR is much more cost effective tool than other promotional activities.

Direct Marketing
The communication establishes through a direct channel without using any intermediaries is referred to as direct marketing. Direct marketing can be used to deliver message or service. Direct marketing has shown tremendous growth in recent years. The internet has played major part in this growth story. Direct marketing saves time, makes an experience personal and pleasant. Direct marketing reduces cost for companies. Face to face selling, direct mail, catalog marketing, telemarketing, TV and kiosks are media for direct marketing. Advertisement, Promotional activity, Public relation and direct marketing play an essential role in helping companies reaches their marketing goals

BIBLIOGRAPHY

Books: 1 . P h i l i p K o t l e r , K e v i n K e l l e r ( 2 0 0 9 ) , Marketing Management (Thirteenth Edition) 2 . M a r k e t i n g M a n a g e m e n t , T h e M c G r a w . H i l l CompanyRajanSaxena (Third Edition) 3 . B e r m a n , B e r r y a n d J o e l r E v a n s ( O c t - 1 9 9 7 ) Retail Management: A strategic approach 8th edition Englewood cliffs NJ printcehall 4.Country analysis 1997 A framework to identify and evaluate the national business environment Hardward business review. MAGAZINES: A)OUTLOOK BUSINESS (FEB, 2009) B)BUSINESS STANDARD (April-July 2009) C)4PS OF BUSINESS AND MARKETING (June 2009) D)BUSINESS TODAY - Pick and Choose E)BUSINESS TODAY - Tata Motors to bring Jaguar, Land Rover to India INTERNET: 1.Tata Motors' Official Website 2.Wiki - Tata Motors Ltd 3.http://www.docasi.com/doc/12248800/Grand-Project-on-NANO-Car 4.http://www.capitaline.com 5.http://www.tatamotors.com/our_world/press_releases.php?ID=458&action=Pull 6.http://www.tatamotors.com/our_world/press_releases.php?ID=500&action=Pull 7.http://money.rediff.com/companies/tata-motors-ltd/10510008/cash-flow 8. http://www.moneycontrol/com/tata-group/tatamotors 9. http://www.yahoofinance.com/tatamotors 10.http://www.carwale.com/research/cars/tata

ANALYSIS AND INTERPRETATION

Which commercial vehicles do you use?
A.TATA MOTORS B.ASHOKE LEYLEND C.FORCE D.MAHINDRA

Use of commercial vehicles

70 60 50 40 30 20 10 0 TATA MOTORS ASHOKE LEYLAND FORCE MAHINDRA Use of commercial vehicles

INTERPRETATION-60% of people satisfied with Tata commercial vehicles. So that we can assume the market demand of TATA motors is very much high comparing to other brand.

1. Employee spent enough time with you during sale? a. strongly disagree b. disagree c. agree d. strongly agree

Employee spent enough time with you during sale

70 60 50 40 30 20 10 0 Strongly disagree Disagree Agree Strongly agree

Employee spent enough time with you during sale

INTERPRETATION- 60% agreed that sales persons spent enough time with

them during the sales, while 34% strongly agreed that the sales persons spent enough time with them during sales and only 4% disagreed with this and 2 % of people said that they are strongly disagree with this comment. Here I as a sales person, find that the behavior of all the employee of Bhandary Automobiles is good.

For what purpose you use your commercial vehicles ?

a. b. c. d.

Construction material Vegetable Own business others

Use of commercial vhicles

50 45 40 35 30 25 20 15 10 5 0 Construction material Vegetable Own business Others Use of commercial vhicles

INTERPRETATION-44 % of people use commercial vehicles on construction material, while 20% of people use commercial vehicles on vegetable while 30% of people use commercial vehicles on their own business and 6% of people of engaged other business.

Prices Are Affordable

1. 2. 3. 4.

strongly disagree disagree agree strongly agree

Prices Are Affordable

70 60 50 40 30 20 10 0 Strongly disagree disagreed nor agreed Agree Strongly agree

Prices Are Affordable

INTERPRETATION-64% strongly agreed that the prices are affordable, 21% agreed that the prices are affordable whereas only 15% said that they neither disagreed nor agreed with this. So we assume that the price of commercial vehicles of Bhandari Automobile is comparing low

What is your overall opinion about TATA?

a. b. c. d. e.

Very bad Bad Neither bad nor good Good Very good

Overall opinion about TATA

120 100 80 60 40 20 0 VERY BAD VERY GOOD NEITHER GOOD NOT BAD GOOD Overall opinion about TATA

INTERPRETATION -96% said that there overall opinion about TATA was that it is very good while 4% said that it is good.

What is the after sale service of BhandariAutomobiles?

A. GOOD B. VERY GOOD C. NEITHER GOOD NOR BAD D. BAD E. VERY BAD

After sale service

GOOD VERY GOOD NEITHER GOOD NOR BAD BAD VERY BAD

Do you have any commercial vehicles at current time ?

a. b.

YES NO

Did you visit any other company before coming to TATA motors ? a. b. YES NO

For what purpose do you use your vehicles ? e. f. g. h. Construction material Vegetable Pulses Own bisuness

5.

6.

How long have you been with tata motors? a. From 1 year b. From 1-3 year c. From 5 year d. Above 5 Employee spent enough time with you during sale? e. strongly disagree f. disagree g. agree h. strongly agree

62% agreed that sales persons spent enough time with them during the sales, while 34% stronglyagreed that the sales persons spent enough time with them during sales and only 4% disagreedwith this

7.

employee spent enough time with you after sale a. strongly disagree b. disagree c. agree

d.

strongly agree

60% agreed that the sales persons spent enough time with them after sales, 26% strongly agreedwith this and 14% disagreed that the sales persons spent enough time with them after sale

8. 9. 10. 11. 12.

Prices Are Affordable strongly disagree disagree agree strongly agree 64% strongly agreed that the prices are affordable, 21% agreed that the prices are affordablewhereas only 15% said that they neither disagreed nor agreed with this

4. Post Sales Follow Up DoneRegularl a. b. c. d. strongly disagree disagree agree strongly agree

59%agreed that the post sales follow ups are done regularly, 26% strongly a g r e e d a n d 15%disagreed with this

Responds To complaints Quickly a. b. c. d. strongly disagree disagree agree strongly agree

4% agreed that the response to complaints is quick, 18% strongly agreed, 12% neither agreed nor disagreed and 6% disagreed with this

service At TATA Service Station IsExcellent a. b. c. d. strongly disagree disagree agree strongly agree

82% said that the service at TATA service station is excellent, 14% strongly agreed while only4% disagreed with this

Are you aware of the following facilities provided by TATA Tata insurance a. b. yes no

98% said yes that they are aware about TATA insurance while only 2% said that they were notaware

What is your overall opinion about TATA?

f. g. h. i. j.

Very bad Bad Neither bad nor good Good Very good

96% said that there overall opinion about TATA was that it is very good while 4% said that it isgood

How likely would you recommend TATA?

a. b. c. d. e. f.

Recommend Very unlikely Unlikely Neither unlikely nor likely Likely Verylikely

90% people said they would very likely recommend TATA to other people and 10% said theywould likely recommend TATA to others