CHAPTER1- INTRODUCTION

1.1 THE TOPIC: “OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS”

At HDFC Bank, I was assigned with the topic as “Opening Savings Accounts by Meeting Customers” for my project work. I joined the company as a Sales Executive. The selection of the topic was to know how the company generates business through them.

Sales Executives are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through. Company has certain criteria to recruit these Sales Executives. The steps are as follows.

He should be at least 12th passed. He should have good personal contacts. He should have convincing power. He should be above 18th year old.

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Once he through all these steps of recruitment, he becomes the Sales Executive of the company and reserve the right to sale the various products to any prospect client also he is paid the commission a certain percentage. There are some reward and tour package also.

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1.2 REASON FOR SELECTION OF THIS TOPIC: The financial sector is one of the booming and increasing sectors in India. The Sales Executives are one of the most powerful, efficient and effective channel through which the company sales its various types of financial products. It is really difficult to convince customers and sell a single product but since these executives have their own personal contacts which make the entire task easier to sell a product. Whereas in my entire project work I found my interest in working in a team, dealing with customers and finally convincing them to open an account with the bank.

1.3 IMPORTANCE TO THE COMPANY: The ultimate purpose of giving me this topic was to know about the customer’s perceptions about the different products of the bank, how these products can attract them and how the company can generate maximum profit by convincing them through sales executives.

1.4 LEARNING FROM THE STUDY:

The process of recruitment for Sales Executives of HDFC Bank. Different products and services provided by the bank. Customers’ perception about the different products. The brand image of the bank. What are the problems faced by these sales executives daily basis. How to communicate with the customers. Different techniques of dealing with the customers. How to convince and convert a customer into a real customer.

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CHAPTER 2-ORGANIZATION PROFILE
2. COMPANY HISTORY 2.1FORMATION OF THE COMPANY The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.

PROMOTER

HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People.

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CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity and about 17.6% of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB'.

TIMES BANK AMALGAMATION

In a milestone transaction in the Indian banking industry, Times Bank Limited (another new private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added significant value to HDFC Bank in terms of increased branch network, expanded geographic reach, enhanced customer base, skilled manpower and the opportunity to cross-sell and leverage alternative delivery channels.

DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India. All branches are linked on an online real-time basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base. The Bank also has a network of about over 2526 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

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Senior executives representing HDFC are also on the Board. Aditya Puri. The Bank's business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. Jagdish Capoor took over as the bank's Chairman in July 2001. has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. The Bank has made substantial efforts and investments in acquiring the best technology available internationally. All the bank's branches have online connectivity. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry. Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. Capoor was a Deputy Governor of the Reserve Bank of India. administration. • TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems.• MANAGEMENT Mr. In each of its businesses. industry and commercial banking. the Bank has succeeded in leveraging its market position. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy. Mr. Mr. the bank believes that its people are a significant competitive strength. Prior to this. The Managing Director. which enables the bank to offer speedy funds transfer facilities to its customers. • BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. to build the infrastructure for a world class bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking 5 . Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). expertise and technology to create a competitive advantage and build market share.

The Credit Rating Information Services of India Limited (CRISIL).) has assigned the "tAAA ( ind )" rating to the Bank's deposit programme. with the outlook on the rating as "stable". 6 . Product Leadership and People. corporate governance and regulatory compliance. which subjected itself to a Corporate Governance and Value Creation (GVC) rating by the rating agency.Operational Excellence. Customer Focus.Credit Analysis & Research Limited (CARE) and Fitch Ratings India Private Limited. the ratings awarded were the highest assigned by the rating agency for those instruments. and to achieve healthy growth in profitability. Ltd. subordinated (Tier II) Bonds rated by CARE and Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated by CARE and CRISIL Ltd. The Bank's Fixed Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE. HDFC Bank's business philosophy is based on four core values . The rating provides an independent assessment of an entity's current performance and an expectation on its "balanced value creation and corporate governance practices" in future. Ltd. Corporate Governance Rating The bank was one of the first four companies. CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacity for repayment of short term promissory obligations". This rating indicates "highest credit quality" where "protection factors are very high". II. CARE has assigned the rating of "CARE AAA" for the subordinated Tier II Bonds while Fitch Ratings India Pvt. has assigned the rating "AAA (ind)" with the outlook on the rating as "stable". professional integrity. CRISIL has assigned the rating "AAA / Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. Fitch Ratings India Pvt. CARE has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues.services for target retail and wholesale customer segments. Credit Rating The Bank has its deposit programs rated by two rating agencies . (100% subsidiary of Fitch Inc. carrying negligible investment risk". The bank has been assigned a 'CRISIL GVC Level 1' rating which indicates that the bank's capability with respect to wealth creation for all its stakeholders while adopting sound corporate governance practices is the highest. which represents instruments considered to be "of the best quality. In each of the cases referred to above. The Bank also has its long term unsecured. The bank is committed to maintain the highest level of ethical standards. • RATING I. consistent with the bank's risk appetite.

The company cares for both. These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company. Cards. For individuals. individuals as well as corporate and small and medium enterprises.2 PRODUCT SCOPE: HDFC Bank offers a bunch of products and services to meet the every need of the people. different types of loans and cards that assist the customers. The products of the company are categorized into various sections which are as follows: • • • • • • Accounts and deposits. The customers can choose the suitable one from a range of products which will suit their life-stage and needs. Non-funded services. Investments and Insurance. Loans.2. For organizations the company has a host of customized solutions that range from Funded services. Value addition services. 7 . the company has a range accounts. and pension scheme. Mutual fund etc. Customer center. investment. Forex and payment services.

Plus Current Account .SavingsMax Account .Pension Saving Bank Account .Payroll Salary Account .Kisan Club Savings Account .Kisan No Frills Savings Account .2.Institutional Savings Account .Regular Salary Account . PERSONAL BANKING A. Accounts & Deposits .3 PRODUCTS AND SERVICES AT A GLANCE 1.Kid's Advantage Account .Regular Current Account .Premium Current Account .Classic Salary Account .Max Current Account 8 .Family Savings Account .No Frills Account .Savings Plus Account .Defence Salary Account .Senior Citizens Account .Regular Savings Account .Premium Salary Account .Trade Current Account .Apex Current Account .

Express Loans .Two Wheeler Loans .Loan against Property .Loan against Securities .Customer Center 9 .Working Capital Finance .Personal Loans .Domestic Account .Offers & Deals .Regular Fixed Deposit .Home Loans .Reimbursement Current Account .New Car Loans .Overdraft against Car . Loans .Sweep-in Account ..Construction Equipment Finance .Private Banking B.Super Saver Account .HDFC Bank Preferred .Used Car Loans .Commercial Vehicle Finance .RFC .

Bonds .Foreign Currency Cash .Mudra Gold Bar D.Cash To Master .Travelers’ Cheques .Mutual Funds . Investments & Insurance .Foreign Currency Remittances .C.Knowledge Centre .Insurance .Bill Pay .Direct Pay .Visa Money Transfer 10 .Foreign Currency Drafts . Payment Services .Foreign Currency Cheque Deposits .Equities & Derivatives .Financial Planning . Forex Services .Net Safe .Prepaid Refill .Trade Finance .ForexPlus Card E.

Track your Credit Card 11 .Transfer & Safe .HDFC Bank Idea Silver Card ..HDFC Bank Idea Gold Card . Access Your Bank .Branch Network G.Health plus Credit Card .Silver Credit Card .Mobile Banking .Value plus Credit Card .Phone Banking .Titanium Credit Card .ATM .Platinum plus Credit Card . Cards .Insta Alerts .Woman's Gold Credit Card .E-Monies Electronic Funds Transfer .Excise & Service Tax Payment F.One View .Gold Credit Card .Compare Cards .

Prepaid Cards .Easy ShopInternational Business .Easy ShopInternational Debit . Customer Centre .Offers & Deals .Secure Plus .My City Benefit Card .Insta Wonderz .Easy ShopWoman's Advantage .Offers & Savings .Forex Plus Card .Easy Shop Gold Debit Card .My Rewards .Winners of Contests & Promotions 12 . Get More from Your Card .Credit Card Usage Guide .Add-On Cards .Easy EMI .Net safe .Smart Pay .H.Kisan Card Debit Card Debit Card Card I.Debit Cards .

Corporate Funded Services Non Funded Services Value Added Services Internet Banking B.2. Wholesale Banking A. Small & Medium Enterprises Funded Services Non-Funded Services Specialized Services Internet Banking C. Financial Institutions & Trusts Banks Financial Institutions Mutual Funds Stock Brokers 13 .

‘Corporate Best Bank’-Award. . Best Local Cash Management Bank in Large and Medium segments.Asia Pacific HRM Congress: Business Today Dun & Bradstreet – American Express Corporate Best Bank Award 2007 The Bombay Stock Exchange and Nasscom ‘Best Corporate Social Responsibility Foundation's Business for Social Practice’ Award. ‘Employer Brand of the Year 20072008’-Award. Today. Best listed Bank of India.3. One of Asia Pacific's Best 50 companies. "Best Bank" in India. The Asian Banker Excellence in Retail Best Retail Bank in India. MILESTONES IN THE HISTORY HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class Indian Bank". they are proud to say that they are well on our way towards that goal. Best Domestic Bank. Responsibility Awards 2007 Outlook Money & NDTV Profit Best Bank Award in the Private sector category. It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally.First Runner-up. They realized that only a single-minded focus on product quality and service excellence would help us get there. • 2007 Business Today-Monitor Group survey Financial Express-Ernst & Young Award One of India's "Most Innovative Companies". Financial Services Awards Asian Banker Managing Director Aditya Puri won the Leadership achievement Award for India. Global HR Excellence Awards . Best Bank Award in the Private Sector category. • 2006 Business Today Forbes Magazine Business world The Asset Magazine's Triple A Country Awards Asiamoney Awards Euromoney Awards 14 Best Bank in India.2. ‘Best Bank Award’.

2004 Best Domestic Bank in India .Avaya Global Connect Customer Responsiveness Awards Best Domestic Commercial Bank Best Cash Management Bank .2004 Most Improved company for Best Management Practices in India .2005 • 2004 Asiamoney Awards Asiamoney Awards Asiamoney Awards Asiamoney Awards Asiamoney Awards Business World Forbes Global Asian Banker Awards The Asset Triple A Country Awards Best Local Cash Management Bank in India US$11-100m Best Local Cash Management Bank in India >US$501m Best Local Cash Management Bank in India 1989-2004 (poll of polls) Best Overall Domestic Trade Finance Services in India . Best Domestic Bank in India Region 2005 Best Local Cash Management Bank in India US$11-100m .2004 Best Under a Billion.2004 One of India's Most Respected Companies . Retail Banking Risk Management Award in India. Best Bank in India "Company of the Year" Award for Corporate Excellence.2004 Operational Excellence in Retail Financial Services .2005 "Best Bank in India" for the third consecutive year in 2005.2004 15 .• 2005 Asiamoney Awards Asiamoney Awards The Asian Banker Excellence Hong Kong-based Finance Asia magazine Economic Times Awards The Asset Triple A Country Awards The Business Today-KPMG Survey The Business Today-KPMG Survey Economic Times . "Most Customer Responsive Company Banking and Financial Services . 100 Best Smaller Size Enterprises in Asia/Pacific and Europe .India .

2003 Best Domestic Bank in India -2003 One of India's Most Respected Companies Best Cash Management Bank Best Trade Finance Bank Best New Private Sector Bank .IT Users Awards Best Under a Billion.India" "Best Bank in India Commercial Bank in India 2002 • The Economic Times Best Domestic Commercial Bank .The Business World Most Respected Company Awards The Asset magazine The Asset magazine FE-Ernst & Young Best Banks Survey Outlook Money Business Today NASSCOM & economictimes. 200 Best Small Companies .2003 Best Bank in the Private Sector – 2003 Best Bank in India -2003 Best IT User in Banking -2003 • 2002 Hong Kong-based Finance Asia magazine Hong Kong-based Finance Asia magazine Euromoney magazine Asiamoney magazine 2001 Hong Kong-based Finance Asia magazine Hong Kong-based Finance Asia magazine Euromoney magazine Forbes Global Best Local Bank .India "Best Domestic Commercial Bank India "Best Bank in India Named in The 300 Best Small Companies one of the "20 for 2001" best FE-E&Y Best Banks small companies Awards for Corporate Excellence as the Emerging Company of the Year • 2000 Hong Kong-based Finance Asia magazine 16 Best Domestic Commercial Bank .com .India .• 2003 Forbes Global The Asset Triple A Country Awards BusinessWorld .India "Best Local Bank .

I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global level.500 billion. Centurion Bank of Punjab stated. The bank today has a large nationwide network. We believe that Centurion Bank of Punjab would be the right fit in terms of culture. Deepak Parekh.” Mr. Managing Director. Rana Talwar.Hong Kong-based Finance Asia magazine Euromoney magazine Business India Forbes Global "Best Domestic Commercial Bank India Best Domestic Bank " India 's Best Bank" Named in The 300 Best Small Companies one of the "20 for 2001" best FE-E&Y Best Banks small companies 2. The balance sheet size of the combined entity would be over Rs. Chairman. Mr. The combined entity will be an even greater force in the market. “We were amongst the first to get a banking license. “Over the last few years. the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank. HDFC Bank was looking for an appropriate merger opportunity that would add scale. “These are exciting times for the Indian banking industry. The combined entity would have a nationwide network of 1. and now if this deal happens. 850billion. The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing. 1. I’m particularly bullish about the potential of business synergies and cultural fit between the two organizations.4. geography and experienced staff to its franchise.” 17 . MERGER HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February. 7. 2008 and approved. Commenting on the proposed merger.200 billion and net advances of around Rs.500 talented employees. and strong leadership positions in the market place. The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab. an extremely valuable franchise. Chairman. This opportunity arose and we thought it is an attractive route to supplement HDFC Bank’s organic growth.148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs. 1. Centurion Bank of Punjab has set benchmarks for growth. the first to do a merger in the private sector with Times Bank in 1999.” Mr. subject to due diligence. HDFC said. it would be the largest merger in the private sector banking space in India. Aditya Puri. HDFC Bank said. strategic intent and approach to business.

06.08 Unaudited 362173 263638 95121 Quarter ended 30. The proposed merger would further improve the franchise and customer proposition offered by the individual banks. Managing Director and CEO.Mr.06.03.08 Audited 1011500 696673 287204 1 Interest Earned (a)+(b)+(c)+(d) a) Interest/discount on advances/bills b) Income on Investments c) Interest on balances with Reserve Bank of India and other interbank funds d) Others 2426 988 5337 170 27239 384 2 Other Income 59342 57254 228315 3 4 5 A) TOTAL INCOME (1) + (2) Interest Expended Operating Expenses (i) + (ii) i) Employees cost ii) Other operating expenses 18 421515 189826 128938 54058 74880 264170 108364 77438 28388 49050 1239815 488712 374562 130135 244427 . Shailendra Bhandari. Centurion Bank of Punjab said. 2008 Particulars Quarter ended 30. “We are extremely pleased to receive the go ahead from our board to pursue this opportunity. A merger between the banks provides significant synergies to the combined entity.07 Unaudited 206916 145362 56047 Year ended 31.5 FINANCIAL FIGURE UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30.” 2.

10/.each) 46435 32123 159018 - 15 42462 33319 35443 16 Reserves excluding revaluation reserves (as per balance sheet of previous accounting year) Analytical Ratios 19 - - 1114280 .6 B) TOTAL EXPENDITURE (4)+(5) (excluding Provisions & Contingencies) 318764 185802 863274 7 Operating Profit before Provisions and Contingencies (3) -(6) 102751 78368 376541 8 Provisions (Other than tax) and Contingencies 34447 30712 148478 9 Exceptional Items - - - 10 Profit / (Loss) from ordinary activities before tax (7-8-9) 68304 47656 228063 11 Tax Expense 21869 15533 69045 12 Net Profit / (Loss) from Ordinary Activities after tax (10-11) 46435 32123 159018 Extraordinary items (net of tax expense) 13 Net Profit / (Loss) (12-13) 14 Paid up equity share capital (Face Value of Rs.

0 4 6.2 10. of shares .6% 11.0 4 5.4% 0.3% 27198992 0 76.1% NIL 13.No.0 1 0.5% 1.17 (i) Percentage of shares held by Government of India (ii) Capital Adequacy Ratio (iii) Earnings per share (Rs.7% 20 .3% 90697 29852 1.5% 0.6 150274 49607 1.3% 71016 21424 1.2% NIL 13.3% 0.) (a) Basic EPS before & after extraordinary items (net of tax expense) –not annualized (b) Diluted EPS before & after extraordinary items (net of tax expense) -not annualized (iv) NPA Ratios (a) Gross NPA (b) Net NPA (c) % of Gross NPA to Gross Advances (d) % of Net NPA to Net Advances (v) Return on assets (average) .8 1 0.not annualized Public Shareholding NIL 12.3% 0.Percentage of Shareholding 342173776 80.5% 0.6% 250744008 75.3% 18 .

the bank offers a range of innovative products to meet these needs. TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE” TEAM WORK JOY AND SIMPLICITY • • • • • 21 . The bank does this by offering life insurance and pension products. INNOVATION: Recognizing the different needs of our customers. it will aim to manage their investments very carefully and live up to this trust.6 QUALITY POLICY • • • SECURITY: The bank provides long term financial security to their policy.2.

RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT 3. To find the different way of convincing customers. To study brand image of the bank.1 PROBLEM DEFINATION: Sales Executives were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company. The communication technique and dealing with the customers is also a problem to the sales executives. To understand the deciding criteria for people to become sales executive.2 SECONDARY OBJECTIVES: • • • To determine the need and purpose of a sales executive.1 PRIMARY OBJECTIVES: • • • • To open new savings accounts by convincing customers and to promote the benefits of those which are provided by the bank.2.2. 22 . To offer suggestions based upon the findings.2 OBJECTIVES OF RESEARCH PROJECT: 3.CHAPTER 3. HR is not able to sort out the problem why the performance is not coming even after giving the full marketing support. To increase the business of the bank. 3. 3.

• • • CHAPTER4. 3. Market segmentation to find the potential customers for the bank. Corporate marketing of products. To study how the various products are positioned in the market. Though my sample size and geographical area was defined and confine to a particular territory but the application of out put from the research are going to be wide. Customers’ perception on the various products of the bank.4 PRODUCT SCOPE: • • Studying the increasing business scope of the bank.3.3 GEOGRAPHICAL SCOPE: The same problem was with the all other branches of HDFC Bank even out of the Pune city.RESEARCH METHODOLOGY AND LIMITATIONS 23 . The management is conducting the same research on a big ground while my contribution is tiny.

Preliminary Investigation: In which data on the situation surrounding the problems shall be gathered to arrive at • • The correct definition of the problem. 4.2. both the types of questions has been used. Moreover respondents prefer to give direct answers.2 COLLECTION OF DATA: 24 .All the findings and conclusions obtained are based on the survey done in the working area within the time limit.2. generates specific and to the point information. Exploratory Study: To determine the approximate area where the problem lies. 4. 4. easier to tabulate and interpret.1. I tried to select the sample representative of the whole group during my job training.1 RESEARCH PLAN: 4.1. A structured questionnaire was framed as it is less time consuming.1. An understanding of its environment. 4.2 RESEARCH DESIGN: Research was initiated by examining the secondary data to gain insight into the problem.1 DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administration. Due to time limitation and other constraints direct personal interview method is used.2. In questionnaires open ended and closed ended. By analyzing the secondary data. 4. the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement. I have collected data from people linked with different profession at Pune.

Contact Method:Personal Interview.4 SAMPLE SIZE: My sample size for this project was 200 respondents. it was necessary for me to take a sample size of 200 respondents. Lawyers. Professionals and House Wives of Pune. 4. news papers. I have prepared the questionnaire according to the necessity of the data to be collected.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity.1: Secondary Data: It was collected from internal sources. Primary data collection will base on personal interview. it becomes necessary to take sample from the universe to know about its characteristics. magazines. They were the main source of Primary data. Tax Consultants. 2: Primary data: All the people from different profession were personally visited and interviewed. The secondary data was collected on the basis of organizational file. 4. Business Man. The method of collection of primary data was direct personal interview through a structured questionnaire. preserved information in the company’s database and website of the company. 25 . Since it was not possible to cover the whole universe in the available time period. Sample Technique: Random Sampling. official records.3 SAMPLING PLAN: Since it is not possible to study whole universe. 4. • • • • Sampling Units: Different professionals Chartered Accountants. management books. Research Instrument: Structured Questionnaire.

6 RESEARCH LIMITATIONS: • • • • It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days. As stipend.Your Age? TABLE Serial No. Age Category Number of Respondents 26 Percentage . INTERPRETATION AND PRESENTATION Q1. CHAPTER5-DATA ANALYSIS. money was not given it was difficult to continue the project work. The area of research was Pune and it was too vast an area to cover within 60 days.4. All the work was limited in some limited areas of Pune so the findings should not be generalized.

15% respondent’s age are 35 to above years. of Respondents 140 60 200 Percentage 70% 30% 100% GRAPH Interpretation From the table and graph above it can be seen that • • 70% respondents are married. 1 2 Category Married Unmarried Total No. 3. 35% respondent’s age are 27 to 29 years. 30% respondents are unmarried. No. 27 . Q2. 18-23 Years 24-29 Years 30-35 Years 35 Years and above Total 40 70 60 30 200 20% 35% 30% 15% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • • • 20% respondent’s age are 18 to 23 years. 4. 30% respondent’s age are 30 to 35 years. Marital Status? TABLE Sr. 2.1.

Number Of year’s Are You in Pune? TABLE Sr. 1 2 Category Less than five years More than five years Total No. 40% respondents are Graduate. Q4.Q3. Educational Qualification? TABLE Sr. No. No. 1 2 3 Category Under graduate Graduate Post graduate Total No. of Respondents 78 122 200 Percentage 39% 61% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that 28 . of Respondents 50 80 70 200 Percentage 25% 40% 35% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • • 25% respondents are Under graduate. 35% respondents are Post graduate.

26% respondents Occupation is Profession. Your annual household income? TABLE Sr. Your Occupation? TABLE Sr.• • 39% respondents are in Pune for less than five years. No. of Respondents 40 108 52 200 Percentage 20% 54% 26% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • • 20% respondents Occupation is Business. Q6. of Respondents 98 62 30 10 29 Percentage 49% 31% 15% 5% . 54% respondents Occupation is Service. Q5. No. 1 2 3 Category Business Profession Service Total No. 61% respondents are in Pune for more than five years. 1 2 3 4 Category Less than 2 lacs Between 2 to 5 lacs Between 5to 8 lacs More than 8 lacs No.

Q7. No. 1 2 Category Yes No Total No. 31% respondent’s annual household income is between 2 to 5 lacs. of Respondents 84 116 200 Percentage 42% 58% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 42% respondents are member of a club/gymkhana.Total 200 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • • • 49% respondent’s annual household income is less than 2 lacs. Are you a member of a club/gymkhana? TABLE Sr. 58% respondents are not member of a club/gymkhana. 5% respondent’s annual household income is more than 8 lacs. 30 . 15% respondent’s annual household income is between 5 to 8 lacs.

of Respondents 10 160 30 200 Percentage 5% 80% 15% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 80% respondents are not interested to open an account with the bank. 31 • . ➢ 60% respondent’s perception about different products is not lucrative. 5% respondents are interested to open an account with the bank. No. ➢ 15% respondent’s have no idea. Q9. of Respondents 50 120 30 200 Percentage 25% 60% 15% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that ➢ 25% respondent’s perception about different products is lucrative. 1 2 3 Category Yes No Will tell later Total No. 15% of the respondents say that they will tell later. Do you want to open an account with HDFC bank? TABLE Sr. No.Q8. What is your perception about different products/services provided by HDFC bank? TABLE Sr. 1 2 4 Category Lucrative Not lucrative No idea Total No.

of Respondents 120 80 200 Percentage 60% 40% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 60% respondents have all the documents which are required to open an account with the bank. No. of Respondents 40 160 70 Percentage 20% 80% 100% Base 200 respondents GRAPH Interpretation 32 .Q10. 25% respondents do not have all the documents which are required to open an account with the bank Q11. No. 1 2 Category Yes No Total No. Do you have all the documents which are required to open an account? TABLE Sr. Are you aware that the bank provides you a free Dmat account if you open a new savings account with HDFC bank? TABLE Sr. 1 2 Category Yes No Total No.

40% respondents are not aware of it.From the table and graph above it can be seen that • • 20% respondents are aware that the bank provides a free Dmat account with new savings account.Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? TABLE Sr. 1 2 Category Yes No Total No. Do you know about HDFC Bank’s recruitment policies related to sales executives? TABLE Sr. of Respondents 82 118 200 33 Percentage 41% 59% 100% . Q13. of Respondents 25 175 200 Percentage 12% 88% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 12% respondents are familiar with different terms and conditions which are very much essential to maintain account with the bank. No. 1 2 Category Yes No Total No. Q12. No. 88% respondents have no idea about it.

CONCLUSIONS AND SUGGESTIONS 6. Through this project. The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to open an account so that new Business Opportunities of the bank can be explored. it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account at all. It is on the brim of increasing its customers through its attractive schemes and offer.1 CONCLUSIONS: HDFC Bank. 34 . the demand for banking sector is increasing day by day. 59% respondents are not known about HDFC Bank’s recruitment policies related to sales executives. services was considered as unsought good which require hard core selling. the banking arm of HDFC is expected to go on stream.Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 41% respondents are known about HDFC Bank’s recruitment policies related to sales executives. The bank already has good number of employees on board and is recruiting Sales Executives heavily to take the headcount to many more. CHAPTER6. but in changing trend in income and people becoming financially literate.

6. • The bank should provide life time valid ATM card to all its customers. . Distribution of leaflets containing details information. Stalls in Trade Fares 4. so that people who are not financially strong enough can maintain their account properly 35 .According to my findings Company’s promotional activities for recruiting sales executives are also very less. Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing. following activities of advertisement should be done through 1. So. at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector. 2. Print Media. 3. Hoarding & Banners. I hope the company finds my analysis relevant.2 SUGGESTIONS: Finally some recommendations for the company are as fallows:- • To make people aware about the benefit of becoming HDFC Bank’s Sales Executive. • Minimum balance for savings account should be reduced from Rs 5000 to Rs 1000.

them to answer all the questions properly. Company should organize the program in the society. Mindset of people may very depending upon their age. Limitations are extent to which the process should not exceed. So it was very time consuming for information & positive interaction.• The company should provide a pass book to all its customers • • Make people understand about the various benefits of its products. Limitations of this project are:- • • • • • The project was constrained by time limit of two months. People mind set about the survey was an obstacle in acquiring complete Respondents were very busy in their schedule.LIMITATIONS LIMITATIONS Every work has its own limitation. so that people will be aware about the company and different products of the bank • Company should open more branches in different cities. 36 . income etc. gender. CHAPTER7. Getting appointment from the concern person was very difficult.

QUESTIONNAIRE 37 .ANNEXURES 1.

.. I request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential. 1....QUESTIONNAIRE Dear Sir/Madam.. • • Undergraduate Graduate □ □ 38 . Contact No :®………………( O)……………… (M)……………………… City: ………... Education Qualification... ... Pune and presently doing a project on “OPENING SAVINGS ACCOUNT BY MEETING CUSTOMERS”.State: ……………………….... Name: ………………………………………………………………………. Address: …………………………………………………………………….Pin: …………………. Your Age: ____________________ 2. I am a student of Suryadatta Institute of Management and Mass Communication..

Number Of year’s Are You in Pune. • • Married Single □ □ No. • • • • <than 2 lack Between 2 to 5 lack Between 5 to 8 lack >than 8 lack □ □ □ □ 39 .Your annual household income. Marital Status. (Please mention below the type of business/profession you are in incase of service please mention your organization name and designation) 6. • • • • • Less than five year’s More than five year’s Business Profession Service □ □ □ □ □ 5.• Post graduate □ 3. of Children: __________ 4. Occupation.

7. Are you aware of that HDFC Bank provide you a free Dmat account if you open a new savings account with the bank? • • Yes No □ □ 40 . Name of the club /gymkhana_______________________________________ 8. Do you want to open an savings account with HDFC Bank? • • • Yes No Will tell later □ □ □ 10. What is your perception about different products and services offered by HDFC Bank? • • • Lucrative Not lucrative No idea □ □ □ 9. Do you have all the documents which are required to open an account? • • Yes No □ □ 11. Are you a member of a club/gymkhana? • • Yes No □ □ If yes.

Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? • • Yes No □ □ 13.12. Do you know about HDFC Bank’s recruitment policies related to sales executives? • • Yes No □ □ Date: Place: Signature Thank You 41 .

Kasande • 2.com www. Ramaswamy C.S.com • 42 .P. WEBSITES • www.hdfcbank.BIBLIOGRAPHY 1.BOOKS • • • Marketing Management (10 Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology th AUTHORS Philip Kotler V.google.R.Kothary S. NEWS PAPERS • Times of India • Financial Express 3.

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