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Business Report On Rajpath Hyundai
Business Report On Rajpath Hyundai
ON
RAJPATH
HYUNDAI
Submitted by –
Aakash Chaudhary
BBA Part III
Sec- B
DECLARATION
MDS University, Ajmer is my own piece of work and it has not been
Aakash Chaudhary
BBA Part III
Center ESBM
MDS University
Ajmer
Acknowledgmen
t
guides me and assists me on each and every step and act as a mentor to
me. I would also like to thank Ms. Priyanka Mathur (receptionist cum
sales executive) who taught me working of the sales department and other
Last but not the least I would like to thank Center for
1. INTRODUCTION
Insight to Indian automobile industry
Hyundai Motors
Hyundai Motors Indian Limited (HMIL)
2. CRITERIA of DEALERSHIP
3. PURCHASE OF CARS BY RAJPATH HYUNDAI
4. PROCEDURE OF INCOMING STOCK
5. WORKING OF RAJPATH HYUNDAI
• SALES
• FINANCE
• SERVICING
6. CAR MODELS
• Hyundai Santro
• Hyundai i10
• Hyundai Verna
• Hyundai Accent
• Hyundai Sonata
• Hyundai Elantra
• Hyundai Tucson
• Hyundai Getz Prime
• Hyundai i20
An Insight to Indian
Automobile Industry
With the first car launch in the year 1898, Indian automobile industry has grown
leaps and bounds. At present it holds the 4 position in the world for commercial
vehicles, withstanding a growth rate of 18% per annum and an annual production of
more than 2 million units.
Indian automobile industry is the 9th largest industry in the world with a
production of 2.3 million in 2008.
With the expansion of Indian automotive market over period of time the
segmentation of car models came in to existence based on cars defining
characteristics namely:-
• Size
• Performance
• Price
1983 scenario-
Number of manufacturers- 2
Annual vehicle sales - 20000
Number of models – 2
2006 scenario-
Number of manufacturers- 13
Annual vehicle sales- 10,22,793
Number of models- 44
2009 scenario-
Number of manufacturers- 15
Annual vehicle sales- 19,79,624
Number of models- 53
The above data gives a clear view of the rise in Indian automobile industry from
1983→2006→2009. in 2009 the sales increases almost 100% from 2006.
Introduction-
Founded in 1967, Hyundai motor company is one of the youngest auto-
maker. In its short history, it has grown to become one of the leading automobile
manufacturers in the world.
In its 4 decades old journey, Hyundai motors has emerged as
the world’s 4 largest car maker in terms of units sold. Head- quarted in Seoul
Hyundai operates the world’s largest automobile manufacturing facility in ulsan,
which is capable of producing 1.6 million cars annually. Hyundai not only created
history with the launch of santro, but also repeated it with the launch of the popular
hatch I 10 and I 20.
Cortina is Hyundai’s first car model launched in 1968 in collaboration with ford
motors. Pony is also other important car from Hyundai’s stable.
GLOBAL EXISTENCE-
1998 : Hyundai motors India limited was launched at Chennai with its plant in
Irrungattukatoi.
Hyundai motor company has a brand value of approximate US $ 4.45 billion in 2007,
with a sale of 5.2 millions world wide
Founded - 1967
Automobile manufacturer
Products - Automobiles
Revenue ▲ ₩32.1 trillion (2008)
Website - HyundaiMotor.com
P.T.O
Hyundai Motor
India Limited
The Hyundai Motor India limited (HMIL) was established in 1996 at Irrugattakottam
near Chennai, constructed at a total cost of US $ 614 million. The plant has an
insatalled capacity of 2,50,000 cars per annum production and 1,30,000 engine
transmission units per annum.
Picturesque view of the plant in Chennai.
HYUNDAI
The fast growing Hyundai automobile industry took a large step and
introduces itself to the holy city of Ajmer, by the opening of Rajpath Hyundai in
1998. It brought a boon in the small cars market of the city and gives tough
Rajpath Hyundai is located at Ghooghra Ghaati, Jaipur Road, with its ownership
under the hands of Mr. Lekhraj Jagwani of Jaipur, who is also the owner of Rajpath
Hyundai Jaipur. At Ajmer, Rajpath Hyundai runs under due vigilance of a venerable
CRITERIA OF DEALERSHIP
To obtain the dealership of Hyundai is not an easy task. The interested parties have to
fulfill certain requirements and follow certain guidelines.
There are certain criteria’s by which one can obtain the dealership of Hyundai.
1.) Showroom:-
The showroom has to be located in a healthy and clean environment and
within the reach of the people, making it out of reach of the people. The showroom
should also not be located in the midst of the city, causing problems in transportation
of the vehicles. Hence, highway is the most suitable location as there isn’t any
problem of traffic, noise and transport. So the customers can easily go for a test
drive.
3.) Workshop-
As the dealer would mainly deal with the service and sales operations of the
Hyundai vehicles. It is required that the firm must have a sufficient space to carry out
the service operations conveniently, which include washing, cleaning, and
maintenance of parts of the cars.
cars at a time.
3) The place must be kept clean.
4) There should be sufficient space between cars so that the driver’s side
gate can be opened easily.
5) There should be a waiting lounge/lobby for the convenience of the
customers.
6) In the middle of the showroom a broad passage should be there so that
the car purchased by the customer can easily move out.
7) The wall should painted in deep sea blue color embedded with
HYUNDAI on it.
the requirements.
Applicants can submits their forms along with the necessary details at the
HMIL selects few forms that fulfill the mentioned requirements and call the
One who fulfills the entire requirement and above mentioned criteria’s is
PURCHASE OF CARS/STOCK-
Purchase of cars by Rajpath Hyundai is done on a loan basis, for this the firm
has a collaboraation with HDFC bank and Sundaram finance from where the
firm borrows loan to buy cars from HMIL, the payment is made by the bank
itself or the finance company to HMIL. Rajpath Hyundai then deposits some
Then an order has to be placed with the main factory i.e. HMIL situated at
Irrungattupotai, Chennai.
The firm then borrows a loan from the finance company to purchase its
stock, it deposits some nominal amount (25% or 33%) with the finance
After insurance the cars are then send by the means of road transport to the
firm.
The firm workers then unload the cars and place them safely in Rajpath
Hyundai’s premises.
Working Of Rajpath Hyundai-
To facilitate Systematic and Convenient working the whole work of Rajpath Hyundai
is divided into three departments. These three departments work simultaneously and
efficiently for the smooth running of the firm and to achieve its targets.
1. Sales
2. Finance
3. Service
Department
s
Before looking into the sales process we will first look into the sales concept.
Selling – Selling is try make sales by persuading to buy one’s product or service.
From a management viewpoint it is thought of as a part of marketing. Selling is
considered as a “persuading art”.
Rajpath Hyundai follows the below mentioned key elements to gain success in
Sales–
Creating confidence
Building confidence
Identifying and understanding the needs of the customer
Supporting the customer
Building customer enthusiasm
Process-
The 6 step consumer care process is an essential part of the sales process of HMIL.
The HMIL believes every dealership to follow this process and Rajpath Hyundai is
sales process. Its the duty of Rajpath Hyundai sales executive to guide the customer
on the right track of order to follow the 6 step customer care sales process.
Vehicle
Presentati
on
Test
Reception
Drive
Consumer
care sales
process
Negotiatio
Follow - n&
up Closing
Delivery
6 step customer care sales
process
A.) RECEPTION- is the first step of the consumer care sales process. It includes-
Consultation
The customer care sales process starts with reception (greet and meet)
Here the sales executive interacts with the customer, the customer then tells him
Elements
1) What?
2) Where?
3) When?
4) Why?
5) Who?
6) How?
Closed Question’s - Closed questions are asked when, why and want
1) Can?
2) If?
3) Are?
4) Would?
Vehicle presentation is the first opportunity given by the prospect to show your
time to evaluate the product, make the product desirable and remove the
consultant. It has been made sure that the vehicle presentation has been done for all
the prospects and the skills have been continuously built to do a better job every
time.
3) Make sure all seat backs should be adjusted upto a natural seating angle.
7) Tune to available radio frequency and have cassette, CD, VCD or DVD at the
8) Make sure there are no sundry articles scattered on the seats or in the trunk.
F – Vehicle features
A – Vehicle advantages
B – Customer benefits
C.) TEST DRIVE –
The test drive is a logical and natural expansion of the consultation and
experience the vehicle; the firm can bring the vehicle to life for them.
Setting off:
This is a critical point of the sales process, where the trust built so far by the sales
OBJECTION HANDLING –
Hyundai sales consultants – “is this the right car for you?”
1) Listen
2) Questions
3) Convert
4) Weigh
5) Mirror
6) Acknowledge
7) Steer Away
CLOSING TECHNIQUE-
7) Step by step
1) Did I build confidence with this customer throughout the entire process?
2) Did I assess the needs of these customers and identify them correctly.
4) Did I handle all the concerns in a professional way? Open and honestly?
E.) Delivery-
care sales process” is the most exciting time for the customer. A positive
Delivery Process:
Delivery
Process
Greetings,
Pre - Delivery Documents handover
After Delivery
Preparations &
Delivery ceremony
Pre Delivery Preparations: the Hyundai sales consultant should make vehicle
delivery appointment with the customer in advance. The Hyundai consultant
should reconfirm the date of purchase one day before. The Hyundai sales
consultant should prepare all the paper works before hand to make the delivery
more efficient for the customer.
Transition to service: introduce the service manager or the service advisor to the
customer. Explain the maintenance booklet and how to use it to the customer.
Explain routine maintenance inspection. Explain the contents of the warranty
information booklet and how to use it.
Building a long term business relationship: the Hyundai sales consultant should
explain the follow-up process to the consumer. The Hyundai sales consultant
should determined the customer preference for follow-up. Escort the customer to
the exit of the dealership. Document the customers, information in the customer
file. Send a thank you letter to the customer from the dealership.
Delivery ceremony: the delivery ceremony includes greetings with customer with
bouquets, sweets, cards etc.
Follow – up: the Hyundai sales consultant should make a follow up phone call to
the customer within 3 days, after delivery and keep a record to the follow up.
Calls can be made on a monthly basis to the customer. Letter can also be sand
with a questionnaire to the customer.
Periodic follow – up: the Hyundai sales consultant should contact the customer at
least once every thrice months via e-mail, direct call, direct mail to ensure on
going relationship with the customer. Ask the customer about his/her vehicle and
its condition and remind the customer about periodic maintenance. Send greeting
cards or SMS on festivals or on the customer’s birthday. Invite the customer’s for
the promotion events.
P.T.O
RAJPATH’S STOCK REPORT
Selling Techniques:
Some of the basic selling techniques used by Rajpath Hyundai
for the promotion of its sales are-
1) City camps- Rajpath Hyundai organizes sales camps in different part of the
city to promote their sales, the test drives, other details about the car can be
taken. These camps are organized on the basis of territory, region in ajmer.
The major sales territories are Ajmer city, Beawer, Kishnagarh and Nasirabad.
2) Newspaper advertisement: newspaper advertisements are also given in the
daily, weekly, territorial on regional newspaper.
5) Local cable network: local channels, TV- network are also used to attract
customer.
FINANCE
3) Tenor: Period during which loan amount is repaid to bank by thr way of EMI’s
7) Margin/ Down payment: the portion of the price of car which is not financed
and paid by the borrower at the time of purchasing itself
Where in 3200 per lakh EMI for three years at 10% interest rate and 2.5 is loan
amount in lakhs.
Financial Process:
All the basic formalities are complicated like ration card, permanent
address notice are duly submitted.
After this field investigations (FI) and telephone verification (TV) is done.
If it comes out to be positive, then further proceedings is done and vice-
versa.
In the next step, the firm asks about the tenure that he wants (36 months or
24 months) and guides him about the interest rates about EMI.
If the customer agrees with the interest rates then agreements is signed.
Telephone Verification:
Telephone verification is another process where the Hyundai sales consultant collects
the information regarding the customer by making telephone calls. He makes a
communication with the customer’s family and relatives.
Telephone verification is less time consuming and a cheap process than field
investigation. The major disadvantage of this process is, that no direct contact can be
made and wrong information can be supplied from the other side.
For buying a car on loan certain eligibility’s has been designed they are:
ELIGIBILITY:
CATEGORY MARKET NORMS
1) Salaried Employees Age- minimum 21 years and
maximum- 65 years (on loan
maturity)
Job category- minimum 1 year in
current employment. Employees of
state or central government, PSU’s,
private sector companies and reputed
established. Some bankers/ financers
also have a list of pre approved
organization.
Income- minimum annual gross
income of rs. 1 lakh per annum.
Residential status- owned/ rented
company provided should have
telephone at residence staying at
least for 2 years. Landline/
mobile/residence.
P.T.O
SERVICING
CUSTOMER CARE PROGRAMME-
Under this program following areas are covered:
1. Complaint’s Management
3. Closing Document
4. Letter Of Communication
5. Complaint’s Management Using GDMS
<Service manager>
<Sales manager>
Daily information
through mail to
APSM\ASM&RO,
CR coordination Complex resolution
Update in GDMS
Update in GSM <CR executive>
COMPLAINT MANAGEMENT-
1) Letter Appetent
2) Letter Clarification
3) E-Mail Appointments
4) Pair Order
field
complaint.
Distance Time
1200-1500 kms . Within 2 months from date of delivery
9000-10000kms. Within 6 months from date of delivery
19000-20000kms. Within 12 months from date of delivery
Tyre cleaning
Tyre rotate
WARRANTY
• Spark plugs
• Belts
• Clutch livings
• Filter
• Other consumables
• Loss of time
• Inconvenience
• Loss of use of the vehicle
• Commercial lots
CAR MODELS
1) SANTRO:
Facts-
• Launched in 1998.
Variants-
a) XL Non AC.
b) GL
c) GLS
Eco!!
Dimensions-
d) Wheelbase- 2380 mm
a) Crystal White
b) Sleek Silver
c) Silky Beige
d) Dark Grey
e) Black Diamond
f) Berry Red
g) Electric Red
h) Sparkle Blue
2) HYUNDAI ACCENT-
Milestones-
Awarded the JD Power Asia pacific award 2001 for “Best Appeal”
Dimensions-
a. Overall Length- 4250 mm
b. Overall Width- 1670 mm
c. Overall Height- 1370 mm
d. Wheelbase 2440 mm
e. Turning Radius- 5.0 mts
f. Ground Clearance 172 mm
Body Colors-
• Crystal White
• Black Diamond
• Sleek Silver
• Silky Beige
3) HYUNDAI VERNA-
Variants-
• 1.6 i vtvt
• 1.6 xi vtvt
Dimensions-
• Wheelbase- 2500 mm
• Ground Clearance-170 mm
Exterior Design-
character.
Body Color-
• Crystal White
• Stone Black
• Sleek Silver
• Blushing Red
• Deep Ocean Blue
• Champagne Gold
4) HYUNDAI SONATA:
Variants-
• 2.4 M/T
• 2.4 A/T
• 2.0CRDi M/T
Dimensions-
Exterior Styling-
• A neat and strong front with wide and deep wrap around headlamps clusters
• Clear lens on the head lamps and the fog lights enhance the style.
• Large Grab type handles and sin stroke alloys adds to the sides styles.
5) HYUNDAI TUCSON-
Dimensions-
• Wheelbase- 2630 mm
Exterior Styling-
• A strong and upright front end with character lines descending.
6) ELANTRA-
Variants- GT.
Dimensions-
Exterior Styling-
• A neat and elegant front with headlamp cluster with separate high
• Clear lines on the head lamps and projections type fog lights
• The gully is large chrome tipped which adds to the elegant look.
7) GETZ PRIME-
Milestones-
Variants-
• 1.5 GVS
Dimension
8) Hyundai i10-
Facts-
• Primarily male.
comfortable.
• User image-
• Wheelbase- 2380
Exterior Design-
• Sporty
• Unique
• Modern and Trendy
• Safe
• Robust
• Streamline Bodyline
• Sporty and Sleek
Variants-
• 1.2 L Kappa
• 1.1 L Lrdi
Body Color-
• Alpine Blue
• Oyster Grey
• Crystal White
• Sleek Silver
• Electric Red
• Stone Black
• Deep Ocean Blue
• Blushing Red
9) Hyundai i20-
the automobile giant that buzzes with fresh ideas, novel solutions
and top technology. Sharp and stylish on the outside, spacious and
versatile inside, it
Bibliography
Hyundai Sales Executive Study Book
http://worldwide.hyundai.com/
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