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 Meetin g Customers for my project work. I joined the company as a Sales Executive. The s election of the topic was to know how the company generates business through the m. 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 throug h. 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 sho uld have convincing power. He should be above 18th year old. Once he through all these steps of recruitment, he becomes the Sales Executive o f 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 rewa rd and tour package also. 1

1.2 REASON FOR SELECTION OF THIS TOPIC: The financial sector is one of the boomi ng and increasing sectors in India. The Sales Executives are one of the most pow erful, efficient and effective channel through which the company sales its vario us types of financial products. It is really difficult to convince customers and sell a single product but since these executives have their own personal contac ts which make the entire task easier to sell a product. Whereas in my entire pro ject work I found my interest in working in a team, dealing with customers and f inally 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 customers perceptions about the different products of the bank, how these products can attract them and how the company can generate maximum pr ofit 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 prod ucts. The brand image of the bank. What are the problems faced by these sales ex ecutives daily basis. How to communicate with the customers. Different technique s of dealing with the customers. How to convince and convert a customer into a r eal customer. 2

CHAPTER 2-ORGANIZATION PROFILE 2. COMPANY HISTORY 2.1FORMATION OF THE COMPANY The Housing Development Finance C orporation Limited (HDFC) was amongst the first to receive an in principle app roval from the Reserve Bank of India (RBI) to set up a bank in the private secto r, as part of the RBI s liberalization of the Indian Banking Industry in 1994. T he 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 Sch eduled Commercial Bank in January 1995. PROMOTER HDFC is India s premier housing finance company and enjoys an impeccable track r ecord in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operation s to remain the market leader in mortgages. Its outstanding loan portfolio cover s well over a million dwelling units. HDFC has developed significant expertise i n retail mortgage loans to different market segments and also has a large corpor ate client base for its housing related credit facilities. With its experience i n 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 buil d 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 standa rds, professional integrity, corporate governance and regulatory compliance. HDF C Bank s business philosophy is based on four core values - Operational Excellen ce, Customer Focus, Product Leadership and People. 3

 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 ban k s equity and about 17.6% of the equity is held by the ADS Depository (in respe ct of the bank s American Depository Shares (ADS) Issue). Roughly 28% of the equ ity 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 N ational 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 (a nother new private sector bank promoted by Bennett, Coleman & Co./Times Group) w as 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 te rms of increased branch network, expanded geographic reach, enhanced customer ba se, 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 networ k of over 1229 branches spread over 444 cities across India. All branches are li nked on an online real-time basis. Customers in over 120 locations are also serv iced 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 it s corporate customers are located as well as the need to build a strong retail c ustomer base for both deposits and loan products. Being a clearing/settlement ba nk to various leading stock exchanges, the Bank has branches in the centers wher e the NSE/BSE has a strong and active member base. The Bank also has a network o f 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. 4

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

services for target retail and wholesale customer segments, and to achieve healt hy growth in profitability, consistent with the bank s risk appetite. The bank i s 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 cor e values - Operational Excellence, Customer Focus, Product Leadership and People . RATING I. Credit Rating The Bank has its deposit programs rated by two rating agencies - Credit Analysis & Research Limited (CARE) and Fitch Ratings India Private Limited. The Bank s F ixed Deposit programme has been rated CARE AAA (FD) [Triple A] by CARE, which represents instruments considered to be "of the best quality, carrying negligibl e investment risk". CARE has also rated the bank s Certificate of Deposit (CD) p rogramme "PR 1+" which represents "superior capacity for repayment of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary of Fitc h Inc.) has assigned the "tAAA ( ind )" rating to the Bank s deposit programme, with the outlook on the rating as "stable". This rating indicates "highest credi t quality" where "protection factors are very high". The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE and Fitch Ratings Ind ia Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the subor dinated Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the ratin g "AAA (ind)" with the outlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper Tier II bond issue s. CRISIL has assigned the rating "AAA / Stable" for the Bank s Perpetual Debt p rogramme and Upper Tier II Bond issue. In each of the cases referred to above, t he ratings awarded were the highest assigned by the rating agency for those inst ruments. II. Corporate Governance Rating The bank was one of the first four comp anies, which subjected itself to a Corporate Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating Information Services of India Li mited (CRISIL). The rating provides an independent assessment of an entity s cur rent performance and an expectation on its "balanced value creation and corporat e governance practices" in future. The bank has been assigned a CRISIL GVC Leve l 1 rating which indicates that the bank s capability with respect to wealth cr eation for all its stakeholders while adopting sound corporate governance practi ces is the highest. 6

2.2 PRODUCT SCOPE: HDFC Bank offers a bunch of products and services to meet the every need of the people. The company cares for both, individuals as well as co rporate and small and medium enterprises. For individuals, the company has a ran ge accounts, investment, and pension scheme, different types of loans and cards that assist the customers. The customers can choose the suitable one from a rang e of products which will suit their life-stage and needs. For organizations the company has a host of customized solutions that range from Funded services, Nonfunded services, Value addition services, Mutual fund etc. These affordable plan s apart from providing long term value to the employees help in enhancing goodwi ll of the company. The products of the company are categorized into various sect ions which are as follows: Accounts and deposits. Loans. Investments and Insura ce. Forex and payment services. Cards. Customer center. 7

2.3 PRODUCTS AND SERVICES AT A GLANCE 1. PERSONAL BANKING A. Accounts & Deposits - Regular Savings Account - Savings Plus Account - SavingsMax Account - Senior Citizens Account - No Frills Account - Institutional Savings Account - Payroll S alary Account - Classic Salary Account - Regular Salary Account - Premium Salary Account - Defence Salary Account - Kid s Advantage Account - Pension Saving Ban k Account - Family Savings Account - Kisan No Frills Savings Account - Kisan Clu b Savings Account - Plus Current Account - Trade Current Account - Premium Curre nt Account - Regular Current Account - Apex Current Account - Max Current Accoun t 8

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

C. Investments & Insurance - Mutual Funds - Insurance - Bonds - Financial Planni ng - Knowledge Centre - Equities & Derivatives - Mudra Gold Bar D. Forex Services - Trade Finance - Travelers Cheques - Foreign Currency Cash - F oreign Currency Drafts - Foreign Currency Cheque Deposits - Foreign Currency Rem ittances - Cash To Master - ForexPlus Card E. Payment Services - Net Safe - Prepaid Refill - Bill Pay - Direct Pay - Visa M oney Transfer 10

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

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

2. Wholesale Banking A. Corporate Funded Services Non Funded Services Value Adde d Services Internet Banking B. Small & Medium Enterprises Funded Services Non-Funded Services Specialized Se rvices Internet Banking C. Financial Institutions & Trusts Banks Financial Institutions Mutual Funds Sto ck Brokers 13

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

 2005 Asiamoney Awards Asiamoney Awards The Asian Banker Excellence Hong Kong-bas ed Finance Asia magazine Economic Times Awards The Asset Triple A Country Awards The Business Today-KPMG Survey The Business Today-KPMG Survey Economic Times Avaya Global Connect Customer Responsiveness Awards Best Domestic Commercial Bank Best Cash Management Bank - India . Retail Banking Risk Management Award in India. Best Bank in India "Company of the Year" Award for Corporate Excellence. Best Domestic Bank in India Region 2005 Best Local Cas h Management Bank in India US$11-100m - 2005 "Best Bank in India" for the third consecutive year in 2005. "Most Customer Responsive Company Banking and Financia l Services - 2005 2004 Asiamoney Awards Asiamoney Awards Asiamoney Awards Asiamoney Awards Asiamon ey 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 B ank in India >US$501m Best Local Cash Management Bank in India 1989-2004 (poll o f polls) Best Overall Domestic Trade Finance Services in India - 2004 Most Impro ved company for Best Management Practices in India - 2004 One of India s Most Re spected Companies - 2004 Best Under a Billion, 100 Best Smaller Size Enterprises in Asia/Pacific and Europe - 2004 Operational Excellence in Retail Financial Se rvices - 2004 Best Domestic Bank in India - 2004 15

 2003 Forbes Global The Asset Triple A Country Awards BusinessWorld - The Busines s World Most Respected Company Awards The Asset magazine The Asset magazine FE-E rnst & Young Best Banks Survey Outlook Money Business Today NASSCOM & economicti mes.com - IT Users Awards Best Under a Billion, 200 Best Small Companies - 2003 Best Domestic Bank in Indi a -2003 One of India s Most Respected Companies Best Cash Management Bank Best T rade Finance Bank Best New Private Sector Bank - 2003 Best Bank in the Private S ector 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 magazin e Hong Kong-based Finance Asia magazine Euromoney magazine Forbes Global Best Local Bank - India "Best Local Bank - India" "Best Bank in India Commercial Bank in India 2002 The Economic Times Best Domestic Commercial Bank - India "Best Domestic Commercial Bank India "Best Bank in India Named in The 300 Best Small Companies one of the "20 for 2001" be st FE-E&Y Best Banks small companies Awards for Corporate Excellence as the Emer ging Company of the Year 2000 Hong Kong-based Finance Asia magazine 16 Best Domestic Commercial Bank - India

Hong Kong-based Finance Asia magazine Euromoney magazine Business India Forbes G lobal "Best Domestic Commercial Bank India Best Domestic Bank " India s Best Bank" Na med in The 300 Best Small Companies one of the "20 for 2001" best FE-E&Y Best Ba nks small companies 2.4. 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, 2 008 and approved, subject to due diligence, the share swap ratio for the propose d merger of Centurion Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine share s of Centurion Bank of Punjab. The combined entity would have a nationwide netwo rk of 1,148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs. 1,200 billion and net advances of around Rs. 850billion. The balance sheet size of the combined entity would be over Rs. 1,500 billion. Comm enting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, We were am ongst the first to get a banking license, the first to do a merger in the privat e sector with Times Bank in 1999, and now if this deal happens, it would be the largest merger in the private sector banking space in India. HDFC Bank was looki ng for an appropriate merger opportunity that would add scale, geography and exp erienced staff to its franchise. This opportunity arose and we thought it is an attractive route to supplement HDFC Banks organic growth. We believe that Centuri on Bank of Punjab would be the right fit in terms of culture, strategic intent a nd approach to business. Mr. Aditya Puri, Managing Director, HDFC Bank said, These are exciting times for the Indian banking industry. The proposed merger will po sition the combined entity to significantly exploit opportunities in a market gl obally recognized as one of the fastest growing. Im particularly bullish about th e potential of business synergies and cultural fit between the two organizations . The combined entity will be an even greater force in the market. Mr. Rana Talwa r, Chairman, Centurion Bank of Punjab stated, Over the last few years, Centurion Bank of Punjab has set benchmarks for growth. The bank today has a large nationw ide network, an extremely valuable franchise, 7,500 talented employees, and stro ng leadership positions in the market place. 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. 17

Mr. Shailendra Bhandari, Managing Director and CEO, Centurion d, We are extremely pleased to receive the go ahead from our opportunity. A merger between the banks provides significant ombined entity. The proposed merger would further improve the omer proposition offered by the individual banks. 2.5 FINANCIAL FIGURE

Bank of Punjab sai board to pursue this synergies to the c franchise and cust

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2008 Particulars Quar ter ended 30.06.08 Unaudited 362173 263638 95121 Quarter ended 30.06.07 Unaudite d 206916 145362 56047 Year ended 31.03.08 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 int erbank 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) Emp loyees cost ii) Other operating expenses 18 421515 189826 128938 54058 74880 264170 108364 77438 28388 49050 1239815 488712 374562 130135 244427

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.10/- each) 46435 32123 159018 15 42462 33319 35443 16 Reserves excluding revaluation reserves (as per balance sheet of previous accoun ting year) Analytical Ratios 19 1114280

17 (i) Percentage of shares held by Government of India (ii) Capital Adequacy Ratio (iii) Earnings per share (Rs.) (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) Ne t NPA (c) % of Gross NPA to Gross Advances (d) % of Net NPA to Net Advances (v) Return on assets (average) - not annualized Public Shareholding NIL 12.2% NIL 13.1% NIL 13.6% 11.0 1 0.0 4 6.2 10.8 1 0.0 4 5.6 150274 49607 1.5% 0.5% 0.3% 71016 21424 1.3% 0.4% 0.3% 90697 29852 1.3% 0.5% 1.3% 18 - No. of shares - Percentage of Shareholding 342173776 80.6% 250744008 75.3% 271 98992 0 76.7% 20

2.6 QUALITY POLICY SECURITY: The bank provides long term financial security to their policy. The ba nk does this by offering life insurance and pension products. TRUST: The bank ap preciates the trust placed by their policy holders in the bank. Hence, it will a im to manage their investments very carefully and live up to this trust. INNOVAT ION: Recognizing the different needs of our customers, the bank offers a range o f innovative products to meet these needs. INTEGRITY CUSTOMER CENTRIC PEOPLE CAR E ONE FOR ALL AND ALL FOR ONE TEAM WORK JOY AND SIMPLICITY 21

CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT 3.1 PROBLEM DEFINATION: Sales Executives were with good background human being a nd through rigorous process of recruitment but still not able to perform up to t he expectation level of company, HR is not able to sort out the problem why the performance is not coming even after giving the full marketing support. The comm unication technique and dealing with the customers is also a problem to the sale s executives. 3.2 OBJECTIVES OF RESEARCH PROJECT: 3.2.1 PRIMARY OBJECTIVES: To open new savings accounts by convincing customers and to promote the benefits of those which are provided by the bank. To find the different way of convincing customers. To study brand image of the bank. To increase the business of the bank. 3.2.2 SECONDARY OBJECTIVES: To determine the need and purpose of a sales executive. To understand the decidi ng criteria for people to become sales executive. To offer suggestions based upo n the findings. 22

3.3 GEOGRAPHICAL SCOPE: The same problem was with the all other branches of HDFC Bank even out of the Pune city. The management is conducting the same research on a big ground while my contribution is tiny. Though my sample size and geograp hical area was defined and confine to a particular territory but the application of out put from the research are going to be wide. 3.4PRODUCT SCOPE: Studying the increasing business scope of the bank. Market segmentation to find the potential customers for the bank. To study how the various products are posi tioned in the market. Corporate marketing of products. Customers perception on th e various products of the bank. CHAPTER4- RESEARCH METHODOLOGY AND LIMITATIONS 23

All the findings and conclusions obtained are based on the survey done in the wo rking area within the time limit. I tried to select the sample representative of the whole group during my job training. I have collected data from people linke d with different profession at Pune. 4.1 RESEARCH PLAN: 4.1.1. Preliminary Inves tigation: In which data on the situation surrounding the problems shall be gathe red to arrive at The correct definition of the problem. An understanding of its environment. 4.1.2. Exploratory Study: To determine the approximate area where the problem li es. 4.2 RESEARCH DESIGN: Research was initiated by examining the secondary data to g ain insight into the problem. By analyzing the secondary data, 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. 4.2.1 DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administration. Due to time limitation and other constrai nts direct personal interview method is used. A structured questionnaire was fra med as it is less time consuming, generates specific and to the point informatio n, easier to tabulate and interpret. Moreover respondents prefer to give direct answers. In questionnaires open ended and closed ended, both the types of questi ons has been used. 4.2.2 COLLECTION OF DATA: 24

1: Secondary Data: It was collected from internal sources. The secondary data wa s collected on the basis of organizational file, official records, news papers, magazines, management books, preserved information in the companys database and w ebsite of the company. 2: Primary data: All the people from different profession were personally visited and interviewed. They were the main source of Primary d ata. The method of collection of primary data was direct personal interview thro ugh a structured questionnaire. 4.3 SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary to take sample from the universe to know about its characteristics. Sampling Units: Different professionals Chartered Accountants, Tax Consultants, Lawyers, Business Man, Professionals and House Wives of Pune. Sample Technique: Random Sampling. Research Instrument: Structured Questionnaire. Contact Method:P ersonal Interview. 4.4 SAMPLE SIZE: My sample size for this project was 200 respondents. Since it w as not possible to cover the whole universe in the available time period, it was necessary for me to take a sample size of 200 respondents. 4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity. Primary data collection will base on personal interview. I have prepared the questionnaire according to the necess ity of the data to be collected. 25

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

1. 2. 3. 4. 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% respondents age are 18 to 23 years. 35% respondents age are 27 to 29 years. 30% respondents a ge are 30 to 35 years. 15% respondents age are 35 to above years. Q2. Marital Status? TABLE Sr. No. 1 2 Category Married Unmarried Total No. of Re spondents 140 60 200 Percentage 70% 30% 100% GRAPH Interpretation From the table and graph above it can be seen that 70% respondents are married. 30% respondents are unmarried. 27

Q3. Educational Qualification? TABLE Sr. No. 1 2 3 Category Under graduate Graduate Post graduate Total No. 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. 40% respondents are Graduate. 35% respondent s are Post graduate. Q4. Number Of years Are You in Pune? TABLE Sr. No. 1 2 Category Less than five ye ars More than five years 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

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

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

Q8. What is your perception about different products/services provided by HDFC b ank? TABLE Sr. No. 1 2 4 Category Lucrative Not lucrative No idea Total No. of R espondents 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% respondents perception about different products is lucrative. 60% respondents perception abo ut different products is not lucrative. 15% respondents have no idea. Q9. Do you want to open an account with HDFC bank? TABLE Sr. No. 1 2 3 Category Yes No Will tell later Total No. 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. 5% responde nts are interested to open an account with the bank. 15% of the respondents say that they will tell later. 31

Q10. Do you have all the documents which are required to open an account? TABLE Sr. No. 1 2 Category Yes No Total No. of Respondents 120 80 200 Percentage 60% 4 0% 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 wit h the bank. 25% respondents do not have all the documents which are required to open an account with the bank Q11. Are you aware that the bank provides you a free Dmat account if you open a new savings account with HDFC bank? TABLE Sr. No. 1 2 Category Yes No Total No. of Respondents 40 160 70 Percentage 20% 80% 100% Base 200 respondents GRAPH Interpretation 32

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 sa vings account. 40% respondents are not aware of it. Q12.Are you aware of different terms and conditions which are very much essentia l to maintain an account at HDFC Bank? TABLE Sr. No. 1 2 Category Yes No Total N o. 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. 88% respondents have no idea a bout it. Q13. Do you know about HDFC Banks recruitment policies related to sales executive s? TABLE Sr. No. 1 2 Category Yes No Total No. of Respondents 82 118 200 33 Percentage 41% 59% 100%

Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that 41% respondents are known about HDFC Banks recruitment policies related to sales executives. 59% respondents are not known about HDFC Banks recruitment policies r elated to sales executives. CHAPTER6- CONCLUSIONS AND SUGGESTIONS 6.1 CONCLUSIONS: HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already has good number of employees on board and is recruiting Sales Executives heavily to take the headcount to many more. It is on the brim of incr easing its customers through its attractive schemes and offer. The project opportunities provided was market segmentation and identifying prosp ective customers in potential geographical location and convincing them to open an account so that new Business Opportunities of the bank can be explored. Throu gh this project, 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. services was considered as unsought good which require hard core selling, but in changing trend in income and people becoming financially literate, the demand f or banking sector is increasing day by day. 34

According to my findings Companys promotional activities for recruiting sales exe cutives are also very less. So, at last the conclusion is that there is tough competition ahead for the comp any from its major competitors in the banking sector. Last but not the least I w ould like to thank HDFC Bank for giving me an opportunity to work in the field o f Marketing. I hope the company finds my analysis relevant. 6.2 SUGGESTIONS: Finally some recommendations for the company are as fallows: To make people aware about the benefit of becoming HDFC Banks Sales Executive, fo llowing activities of advertisement should be done through 1. Print Media. 2. Hoarding & Banners. 3. Stalls in Trade Fares 4. Distribution of leaflets containing details information. . The bank should provide life time valid ATM card to all its customers. Minimum balance for savings account should be reduced from Rs 5000 to Rs 1000, s o that people who are not financially strong enough can maintain their account p roperly 35

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

ANNEXURES 1. QUESTIONNAIRE 37

QUESTIONNAIRE Dear Sir/Madam, Name: .. Address: unication, Pune and presently doing a project on OPENING SAVINGS ACCOUNT BY MEETI NG CUSTOMERS. I request you to kindly fill the questionnaire below and I assure y ou that the data generated shall be kept confidential. . 1. Your Age: ____________________ 2. Education Qualification. Undergraduate Grad uate 38

 Post graduate

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

7. Are you a member of a club/gymkhana? Yes No If yes, Name of the club /gymkhana_______________________________________ 8. What is your perception about different products and services offered by HDFC Bank? Lucrative Not lucrative No idea

9. Do you want to open an savings account with HDFC Bank? Yes No Will tell later

10. Do you have all the documents which are required to open an account? Yes No

11. 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

12. Are you aware of different terms and conditions which are very much essentia l to maintain an account at HDFC Bank? Yes No 13. Do you know about HDFC Banks recruitment policies related to sales executives ? Yes No Date: Place: Signature Thank You 41

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

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