SUMMER TRAINING PROJECT REPORT On

CUSTOMER

SATISFACTION ON DEALERS SERVICE &BRAND EQUITY OF ESCORT YAMHA

At

FARIDABAD
Submitted for the partial fulfillment towards the award of the degree in MASTER OF BUSINESS ADMINISTRATION

Of U P Technical University, Lucknow Submitted By Under the Guidance of

VIPIN KUMAR Agrawal Roll Number: 717370116 Mr. Ashish Department of Management Session 2008-09
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TO WHOMSOEVER IT MAY CONCERN This is to certify that Mr. Vipin kumar S/o, shri Lekh Raj Singh Roll No 0717370116 student of MBA III Semester (Batch 2007-09) of this institution has under gone summer training with project report titled Topic Customer satisfaction on dealers service and brand equity of Escorts Yamaha

The project has been prepared and submitted by the above named in partial fulfillment of the Master of Business Administration degree Programme (MBA) as per the requirement of U. P. Technical University, Lucknow. Date : (Dr. Meenu Gupta) Place : Mathura Director

PREFACE
As a part of the partial fulfillment of the MBA programme at Rajiv Academy for Technology & Management, Mathura, Summer Training done with the Escorts Yamaha pvt Ltd

In its broadest sense project report is necessary to make the students of business school familiar with the industrial environment prevailing in the world. To be competitive and work aggressive, students need to know the policies, procedures and the trends going on in the present industrial world.

ACKNOWLEDGEMENT
At the onset I must bow down in reverence to the almighty that blessed us with the understanding & prevalence that is needed in this kind of project report.

With great pleasure I express my heartiest thanks to Mr.Sanjay Bhatia, for giving me an opportunity to work under their guidance in their esteem organization and providing me necessary resources for my project. It makes and feels me proud to be a part of Escorts Yamaha pvt Ltd.

I also have the honor of drawing invaluable support of N.K Banshal,without whose unrelated support and guidance, this project would just not have been possible. He provided me all necessary information regarding my project.

I would like to express my extreme gratitude to Mr. Ashish Agrawal for his inspiring and supporting guidance during the course of this project. No words of appreciation are good enough for the constant encouragement, which I have received from him/her.

I would like to thank all the staff and the members of Escorts Yamaha pvt Ltd At last I would like to extend my sincere thanks to all the respondents to whom I visited for giving their support and valuable information, which helps me in completing my project work.

VIPIN KUMAR
MBA II Yr III Sem

Roll No. 0717370018

MARKETING STARTEGY
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Marketing strategy is the complete and unbeatable plan designed specially for attaining the marketing objective of the firm. The marketing

objectives indicate what the firms want to achieve and for achieving these objectives indicate, the Marketing Strategy provides the design. It is the Marketing Strategy the decides the success at the business unit level which in turn decides the total corporation success. The linkage between Marketing Strategy and overall corporate success is indeed direct and vital, and in this linkage lays the significance of Marketing Strategy Since realizing the marketing objectivesis the purpose of Marketing Strategy, it is only logical that Marketing objectives of the firm . Marketing Startegy is a nebulous idea. It is well outlines game plan, and there are definite ways of formulating it. Basically, formlating of Marketing Startregy consitist of two main steps:-

(a)

Assembling The Marketing Mix:-

It means all four Ps in the right combination. The firm has to plan how it can generate the best sales and make profit. Four Ps are as follows: 12Product Price
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3-

Place (Distribution) Promotion.

4-

1-

PRODUCT :Product is the focus of marketing and tool in the Marketing Mix.

Without a product there is no quene it serves the customer by satisfying his needs and desires, and therefore he pays for it. Thus products is the sum total of physical and psychological. So, a product is a set tangible, intangible and associated attributes capable of bring exchanged for a value with ability to satisfy customer

andbusiness need. 2PRICE:Price is a major marketing tool and helps in digment. Price is the value of a product expressed in terms of money. It is a powerful Instrument in which both the buyer and the seller are keenly interested. It brings revenue for the company. Price is a link that binds consumers and the company.

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PLACE:-

Place or distribution mix stands for the matching arrangement for the smooth flow of goods and services from the producers to the consumers. In other words, it signifies to things, namely, Physical distribution and channel of distribution. Goods may reach to the customers through Whole-sellers,

Retailers, of direct to the customers through Chain-shops, tenders, and meeting or on telephone. 4PROMOTION:Promotion Strategy is an important element of Marketing Mix. Promotion includes all those activities that are aimed at creating or stimulation of various promotional tools in order to increase the sales volume. It includes the sales technique like advertising, sales promotion, personal selling. It also gives full information regarding qualities and characteristics of companys products and also a comparative study of companys product with similar product of other company to the real consumers so that they can go for the company product. bSelecting The Target Market:It includes, on the one hand, how to analyze customers, competitors, market characteristics, and Environmental trends to assess Market opportunity, and on the other hand, it includes, how to analyze a companys strengths and weaknesses to determine whether and how the opportunities may be exploited.

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CUSTOMER ANALYSIS AND SEGMENTATION:Needs must be interpreted very broadly, in terms of only product

characteristics.

Customer may also differ in their needs for information,

reassurance, technical support, service, distribution and a host of other nonproduct benefit , that are part of their purchase. This leads automatically to the Strategic Implication that business may choose to serve different Customer Segments. 2COMPETITORS ANALYSIS:An evaluation of each competitor is useful for two reasons . First, understanding buying behaviour and identify the customer to whom the strategy appeals. Second identifying the areas of relative strength and weakness and potential market opportunity in a future competitive situation. 3. ANALYSING ENVIRMENTAL TRENDS:Environmental analysis involes the careful study of Economics , Social, Political and technical changes. aECONOMIC CHANGES:Cover the factor as Gross National Product, Govt. Spending, Capital Availability and Interest reates and Sectarian growth pattern.

b-

SOCIAL CHANGES:Are different to classify in to any exhaustive last. Changes in family life

styles, Shifts to less work and more leisure, imporved living standards and apparent decline in traditional values. cPOLITICAL CHANGES:Includes those on a global, national, State and municipal level Political changes influence trade between nation foreign investment, regulatory policies, fiscal and monetary policies, industrial policies, etc. dTECHNOLOGICAL CHANGES:Not only leads to improved products but also to new substitute ways to meet customer needs. Father, it often leads to the identification and

exploitation of previouslay unfulfilled needs. Sensitivity to all those environmental influence is essential strategic Market Planning. 4. ANALYSING MARKET CHARATERISTICS:There are certain characteristics of the market that deal with the character of demand on Most of them respondent wants price of the bikes should be less than 50,000 . Very few wants their price to be 50,000 or more than 50,000 . Most of the respondent wants in their bikes good mileage, low maintenance, good pick-up and very feew go to its look. Basically young generation cares for the look and style of the bike.
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Good number of respondents had shown satisfaction on the dealers behaviour. Few responded that dealers have over influencing behaviour and others had given their view that dealers have very formal behaviour. They do not respond well with the customers. Although there is a contradiction in the view regarding the behaviour of the customer. But a large segment of

respondent had shown their full satisfaction for the dealers after sales service. Respondents also wants good financial schemes from the dealers die 80% of the respondents wants to buy the bike on finance whereas only 20% wants on a cash payment and thus they want a reliable financial institute to finance their bikes on a low rate of interest and easy mode of payment. Respondents also wants some sales promotion schemes to promote the purchase of bikes such as : a gift item, discount, free trips or some other schemes.

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SCOPE OF THE STUDY

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Scope of the study means the area of the study to which this project is limited. In other words, Scope means the length and breadth of the study.

To study the customer satisfaction

on. dealer services &brand

equity of escorts yamaha

# To study the comparasion of escorts Yamha motors Limited.

# To study on delaers

# To know the parameters which affect company.

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USEFULNESS &IMPORTANCE OF THIS STUDY

Advantages of this study are as follows:-

(1)This study helps to increase the sale of yamha motors (2)This study helps to compmany understand dealer problems

(3)This study also helps in evaluating the effectiveness of various brands of different company

(4)This study helps to check the efficiency of delaers..

(5)This study helps the company to take corrective decision regarding marketing.

(6)This project report also helps the company to what percentage of dealer will change the company.

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After post liberalization there have been radical changes that have taken place in all sectors including biwheelers auto lndustry. As two wheelers accounts for almost 80 percent of the total automobile output & within two wheeler segment, Scooters forms a chunk of over 60 percent & bike 40 percent. Mostly bikes are liked by young generation, those
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have fast life. The long term out look for India two wheeler industry is bright. As the growing middle classes of the country is fully based on the idea of a personal transportation which is ideally meant by two wheelers. Keeping on all the above factors in consideration Escorts Yamaha Motors Ltd thought upon the ways to widen its after sales service network. It already has a wide network of dealers, sub-dealers & service centers. But it was noted that it still needed to widen it further.

Escorts are a creation of YUDI & HARI NANDA two brothers with constructive visions. Committed & determined they planed to transform a small agency house, which was established on 1994 to a 6000 million rupees group of international ramifications. Escorts today among the top ten Eng. Industrial giants in the country a president annual growth rate of 18 percent of the past decade basis testimony to this fact. Escorts phenomenal growth & success stems from the fact that all its products are geared to meet the people agriculture. Transport industry. The groups operations include 14 manufacturing plants & special led marketing divisions a vast network of sales & services outlet in the country & representation in some overseas market as well. They all satisfy demand that by their vary nature are perennial & vital to the nations continuos progress.

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Collaboration with international organizations of technological excellence constant research to adopt the emerging technology to the specific requirements of the market & belief in the psychology of industrial interdependence have made Escorts today one of the leading lined-cities in indias new industrial culture Escorts has emerged as a fraternity of above 50000 share holder.22000 employers 4000 ancillary suppliers 1600 dealers & stockiest all engaged in a large-scale involvement & sustained efforts to meet the ever widening market horizons of technological competence appropriate to India unique & changing needs. Escorts believe in incorporating the worlds finest existing technology to meet the Indian consumers demands by collaborating with internationally renewed companies.

DPMC is the largest franchised automobile distributor in Sri Lanka for Yamaha Motorcycles, Yamaha Three Wheelers, Ford Vehicles and CHERY Cars. While making a significant impact on the progress of the nation, the Yamaha Three Wheelers have also promoted self employment, and enabled a means of support for over a million people.

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DPMCs wide range of Motorcycles such as the Pulsar DTS-i, Discover DTS-i, CT 100 has enabled hundreds of Sri Lankans to own vehicles with high performance and a low maintenance cost.

MRF Tyres and Yamaha genuine spare parts are the other products that have been launched by our Company.

We always satisfy our customers by providing products and services that are high in quality, through the commitment and team work of our employees and their invaluable services rendered towards the Company.

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The efficiency and dedication contributed by our employees together with the streamlining process and quality assurance have helped our Company to achieve many quality standards.

In its environmental policy, David Pieris Motor Company Ltd. (DPMC) pledges its commitment to conserve the environment as an essential requirement that will benefit its employees, customers and all those who interact with the organization. The Company does not just pay lip service to its environmental policy but makes a conscious effort to conduct itself responsibly and with utmost dedication to ensure that not only its products and services but also the operations upon which it embarks to bring them to market conform to internationally accepted standards in order to safeguard the environment.

Environmental Policy At David Pieris Motor Company we sincerely believe that conserving and creating awareness on preserving the environment are essential

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ingredients that will benefit our employees, customers and the society at large.

We shall conduct ourselves responsibly and with utmost dedication to prevent pollution, ensuring that all our products and services and the operations upon which we embark to bring them to market, conform to internationally accepted standards to safeguard the environment. We shall abide by the relevant environmental legislations and regulations and comply with their provisions by controlling the exhaust gas emissions of our Two Wheelers and Three Wheelers to be within the stipulated standards, minimising dust emissions from painting activities and also adhering to advanced systems and practices of disposal in respect of rain water and solid waste. We stand committed to conserving natural resources by collecting storm water and wash water and purifying and recycling it for usage in compliance with Sri Lanka Standards for Potable Water.

We shall steadfastly strive to instil awareness in the general public to safeguard the wildlife and its natural beauty through the display of educative hoardings and also through Company sponsored tournaments for the development of sports, aptly titled Nature.

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We shall operate within the requirements of an environmental management system based on ISO 14001, strengthening our existing Quality and Safety Management Systems, in order to achieve continual improvement.

We will accomplish the environmental objectives and targets mandated in our Environmental Management System. We are equipped with a comprehensive workshop and service facilities and assure you a high level of service. As a franchised dealer for Yamaha we confirm the availability of spares for the vehicles we offer. We also have Regional Offices in Kandy, Matara, Anuradhapura, Ratnapura, Ampara, Dehiattakandiya, Puttalam, Mathugama, Trincomalee, Nuwara Eliya, Badulla, Kurunegala, Yakkala, Negombo, Monaragala, Tissamaharama along with an authorised Service & Spare part dealer network, Island-wide, for your convenience. Our objective is to serve outstation markets, saving the customers the bother of travelling to Colombo for purchase or repair facilities.

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We at DPMC care about our employees, our customers and our workplace. While we continuously try to make good business decisions, we think about the big picture too. We care about the world around us and do our level best to minimize the impact our products and manufacturing facilities have on the environment. And we are proud to say that we have been rewarded for our good works. 5S: in recognition of our activities towards improving the work environment and increasing productivity. Health & Safety: in recognition of our dedication to ensure the health and safety of our employees, customers and all those who visit our premises.

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We are equipped with a comprehensive workshop and service facilities and assure you a high level of service. As a franchised dealer for Yamaha we confirm the continued availability of spares for the vehicles we offer. We also have Regional offices in Battaramulla, Kandy, Matara, Anuradhapura, Ratnapura, Ampara, Nuwara Eliya, Puttalam, Dehiattakandiya, Badulla,

Mathugama, Trincomalee, Yakkala, Kurunegala, Manaragala, Negombo and Tissamaharama along with an authorised Service & Spare part dealer network, Island-wide, for your convenience. Our objective is to serve outstation markets, saving the customers the inconvenience of travelling to Colombo for purchases or repair facilities.

After Sales Services-

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02 Services will be carried out free of charge within 02 months or 2500Kms, whichever occurs first. Excluding materials.

- We offer a warranty period of 2 years or 30,000Kms, whichever occurs first, from the date of purchase.

Educational Programmes for Fleet Owners on Proper Maintenance

The prime function of this program is to educate the actual users of the vehicle on basic maintenance procedures, in order to keep your vehicle in good running condition and protect our investment.

Fleet Owner Discount

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Fleet owners of Yamaha

Motorcycles will benefit by the following

discounts offered, applicable on cost of spare parts and labour on repairs carried out.

SPARE PARTS LABOUR Category A Category B Category A 15% 10% 10% 10% Owners of 10 vehicles or more. Owners of between 3 and 10 vehicles.

Category B

OUR BRAND

Our Brand Identity

Our Brand is the visual expression of our thoughts and actions.

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It conveys to everyone our intention to constantly inspire confidence.

Our customers are the primary audience for our brand.

Indeed, our Brand Identity is shaped as much by their belief in Yamaha as it is by our own vision.

Everything we do must always reinforce the distinctiveness and the power of our brand.

We can do this by living our brand essence and by continuously seeking to enhance our customers experience.

In doing so, we ensure a special place for ourselves in the hearts and the minds of our customers. Our Brand Essence

Our Brand Essence is the soul of our brand.

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Our brand essence encapsulates our mission at Yamaha .

It is the singular representation of our terms of endearment with our customers.

It provides the basis on which we grow profitably in the market.

Our Brand Essence is Excitement.

Yamaha strives to inspire confidence through excitement engineering.

Blending together youthful creativity and competitive technology to exceed the spoken and the implicit expectations of our customers.

By challenging the given. By exploring the unknown and thereby stretching ourselves towards tomorrow, today. Our Brand Values

We live our brand by its values of Learning, Innovation, Perfection,

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Speed and Transparency. Yamaha will constantly inspire confidence through excitement engineering.

Learning

Learning is how we ensure proactively. It is a value that embraces knowledge as the platform for building well informed, reasoned, and decisive actions. Innovation

Innovation is how we create the future.

It is a value that provokes us to reach beyond the obvious in pursuit of that which exceeds the ordinary.

Perfection

Perfection is how we set new standards.

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It is a value that exhibits our determination to excel by endeavouring to establish new benchmarks all the time. Speed

Speed is how we convey clear conviction.

It is a value that keeps us sharply responsive, mirroring our commitment towards our goals and processes.

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Transparency

Transparency is how we characterise ourselves.

It is a value that makes us worthy of credibility through integrity, of trust through sensitivity and of loyalty through interdependence.

Management ProfileRahul Yamaha Madhur Yamaha Rajiv Yamaha Sanjiv Yamaha Ranjit Gupta C P Tripathi N H Hingorani Kevin D'sa Pradeep Shrivastava S Sridhar V S Raghavan S Ravikumar K Srinivas

Chairman

Vice Chairman Managing Director Executive Director Vice President (Insurance) Vice President (Operations) Vice President (Materials) Vice President (Finance) Vice President (Engineering) Vice President (Mktg & Sales - 2Wh.) Vice President (Corporate Finance) Vice President (Business Development) Vice President (Human Resources)
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Abraham Joseph

General Manager (Research & Development)

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KEY POLICIES ENVIRONMENTAL POLICY

Towards creating and preserving a cleaner environment

Yamaha Motors Ltd., manufacturer of two and three wheeler vehicles is committed to prevention of pollution, continual improvement of our environmental performance and compliance with all applicable environmental legisTowards this, we shall strive to:

Create a proactive environment management system that addresses all environmentally significant aspects related to our products and processes,

Minimise the generation of waste and conserve resources Through better technology and practices, and Promote environmental awareness amongst our employees and motivate them to fulfill our commitments.

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We, at Yamaha Motors, pledge ourselves towards creating and preserving a cleaner environment.

Quality Policy

We at Yamaha Motors continue to firmly believe in providing the customer Value for money, for years through our products and services. This we shall maintain and improve,

In our decision making, quality, safety and service will be given as much consideration as Quality shall be built into every aspect of our work life and business operations.

Quality improvements and customer satisfaction shall be the responsibility of every employee.

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TPM Policy

Yamaha Motors Ltd. Mukand Ltd. Yamaha Electricals Ltd. Yamaha Hindustan Ltd. Maharashtra Scooters Ltd. Yamaha Motors Finance Ltd. Hercules Hoists Ltd. Yamaha Sevashram Pvt Ltd. Hind Lamps Ltd. Yamaha Ventures Ltd. Yamaha International Pvt Ltd. Hind Musafir Agency Pvt Ltd. Yamaha Allianz General Insurance

Mukand International Ltd. Mukand Engineers Ltd. Mukand Global Finance Ltd. Bachhraj Factories Pvt. Ltd. Yamaha Consumer Care Ltd. Yamaha Motors Holdings Ltd. Jamnalal Sons Pvt. Ltd. Bachhraj & Company Pvt. Ltd. Jeevan Ltd. The Hindustan Housing Co Ltd. Baroda Industries Pvt Ltd. Stainless India Ltd.

Bombay Forgings Ltd. Company Ltd. Yamaha Allianz Life Insurance Company Ltd.

We at Yamaha Motors adopt Total Productivity Maintenance as a means of creating a safe and participative work environment in which all employees target the elimination of losses in order to continuously enhance

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the capacity, flexibility, reliability and capability of its processes, leading to higher employee morale and greater organizational profitability.

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YAMAHA MOTORS LIMITED Community Initiatives Yamaha in the community Yamaha Motors is committed to nation-building and contributing to the uplift and development of the weaker sections of society. This is a legacy of our founders, Jamnalal and Kamalnayan Yamaha . Because of their close links with Mahatma Gandhi and the freedom struggle, they sincerely believed that as businessmen they were trustees of the community and the profits they earned must be ploughed back for the development of the community.

Jankidevi Yamaha Gram Vikas Sanstha (JBGVS) Samaj Seva Kendra Kamalnayan Yamaha Hospital

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Jankidevi Yamaha Gram Vikas Sanstha (JBGVS)

Yamaha Motorss philanthropic activities among the rural poor are carried out by a trust, the Jankidevi Yamaha Gram Vikas Sanstha (JBGVS). This trust was formed 15 years ago by Ramkrishna Yamaha in memory of his mother, Jankidevi Yamaha . JBGVS acts as a catalyst to development at the grass root level in 32 villages around Yamaha Motorss Pune and Aurangabad plants.

Vision Statement of JBGVS

JBGVS is a non-political and secular organisation, which strives to improve the quality of life of the rural poor by creating self employment opportunities at the grass-root level, through the use of appropriate technologies, in harmony with nature.

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Focus

The trust initiates sustainable, integrated development through long term projects in rural health, hygiene and sanitation, education and adult literacy, improving agricultural and livestock yield, watershed development and womens empowerment. Through its poverty alleviation schemes, the trust provides micro credit and income generation opportunities for the poor. These projects have a positive impact on the quality of rural living standards.

Under the auspices of the model village scheme of the Maharashtra Government, JBGVS has assisted the development of several villages in the last five years. Under this scheme, NGOs, public institutions, colleges, hospitals, local self-government bodies and state government departments for agriculture and horticulture, work together to bring about a holistic and sustainable improvement in rural living conditions.

JBGVS is now expanding its reach to a larger constituency of rural communities to help them improve the quality of their life. The trust is stepping up its projects encompassing agricultural extension services, lift

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irrigation, environmental sanitation, veterinary services, health and education. The scope of the womens self help groups is simultaneously being expanded to undertake a larger variety of income generation projects which help in raising and improving standards of living.

Implementation strategy

(1) To ensure the involvement of our rural constituents, JBGVS relies on a participatory approach in implementing all its projects.

(2) In addition, the trust secures the participation of local elected bodies like the gram panchayat (village council), co-operative societies, womens and youth bodies in decision making.

(3) JBGVS will undertake large-scale manpower development projects in agriculture, animal husbandry, dairy, horticulture, health, education and income generation projects to accelerate the pace of development activities.

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Highlights - 2002-2003

Putting a Smile on the Face of Rural India!

JBGVS works at the grassroot level in 21 villages of Khed and Maval Talukas of Pune District and 3 villages of Aurangabad district, Maharashtra.

The philanthropic activities under implementation here, aim an integrated development of these villages through women empowerment, income generation, health programmes, agricultural extension, animal husbandry, watershed development, drinking water schemes, sanitation and education. The beneficiaries are 3200 families - comprising a population of about 18,000 villages.

AGRICULTURE

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Village Pond - Inglun (Andra Maval)

This pond has seen the light of day through the coordinated efforts by JBGVS, the Government and the villagers themselves. The approximate capacity of this pond is 16,000 cq.mt. and it will irrigate about 8 hectares of land by percolation, thus enabling the farmers to boost their yield.

KT Weir Kanhewadi Budruk (Khed)

This Kolhapur type bund has been constructed under the 'Adarsh Gaon' scheme. The bund was constructed within three months and will help farmers irrigate 15 hectares land.

Farm Bunding - Bokud Jalgaon (Aurangabad)

Twenty four hectares of farm land was levelled and bunds raised to prevent erosion of top soil and retain and percolate rain water in the farms for better cultivation.

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Integrated Pest Control

Integrated Pest Control was introduced in villages or Maval Taluka of Pune to minimize the pest menace on paddy crop.

Watershed Development - Karla (Maval)

CAPART, New

Delhi, has

sanctioned a

years

watershed

development project in seven villages in an around Karla.

Demonstration Plot

JBGVS introduced a new technique for crop yield improvement at Bokud Jalgaon in Aurangabad.

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WOMEN EMPOWERMENT AND INCOME GENERATION

Catering Equipment Service - (Kusur village, Andra Maval)

A Self Help Group of Kusur village purchased a set of catering equipment out of their savings which is being rented out to villagers during weddings and other functions. This is now an example of entrerpreneurship by women for other groups to emulate.

Mahila Melava (Gahunje, Maval Taluka)

Such Mahila Melavas are held once a year in our villages, which help women to develop their personality.

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COMMUNITY HEALTH

Health Workers

Sixteen health workers have been engaged from amongst the village women to take care of minor illnesses, sanitation, nutrition, medical emergencies, hygiene and family planning. They were put through a training programme conducted by the C.R.H.P., Jamkhed.

Mobile Clinics

Once a fortnight, a mobile clinic visits 13 villages to diagnose minor illnesses and dispense medicines. Serious cases are referred to various hospitals. Health campus too are conducted regularly through these mobile clinics.

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ANIMAL HUSBANDRY

JBGVS provides veterinary services to villages to Khed and Maval Taluka.

Kapila Dairy

This project was successfully completed at Saindane Thakarwadi, Khed Taluka, for fifty beneficiary families with help from CAPART.

Aiding Dairy Start-ups

Villagers from Kunewadi in Andra Maval were encouraged to procure buffaloes with financial help extended by JBGVS, and start dairy business.

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Expansion plans Drinking water

To overcome the shortage of drinking water in rural areas, JBGVS has undertaken a new project to deepen and repair village wells, install handpumps and simple water purification systems at water supply points and initiate village level rain-water harvesting schemes.

Health and medical services

The trust is accelerating its pace of medical intervention projects to combat malnutrition, vitamin deficiency, leprosy, tuberculosis and other diseases by increasing the frequency of its village health camps and preventive health and maternity care, family planning camps.

Rural sanitation

JBGVS is expanding into sanitation awareness projects to motivate

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villagers to take up construction of low cost toilets, soak-pits and other facilities for hygienic disposal of human and animal waste.

Veterinary projects

The trusts emphasis is on improving the health of livestock resources, through vaccination and medical camps along with facilities for artificial insemination to raise high yielding crossbreeds.

Lift irrigation

The trust has helped to bring vast tracts of unproductive land under cultivation by providing expertise to farmers to initiate lift irrigation projects. It also assists them in raising finances for these projects through banks and other agencies.

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Agriculture extension

JBGVS educates farmers on the use of improved, high yielding seeds and modern methods of cultivation. It will soon provide expertise in vermiculture, floriculture, and sericulture techniques and growing nutritious varieties of fodder.

Water conservation

The trust promotes various techniques of watershed development depending on the local terrain and topography to maximise water availability for irrigation by facilitating consultative interaction between village

representatives and various government agencies.

Tree plantation

JBGVS has been assisting village level afforestation projects on unused public land to combat soil degradation, scarcity of fuel and fodder

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scarcity caused by the denudation of forests. This project will be extended to a larger number of villages.

Model village scheme

The state government of Maharashtra has recognised the efforts of JBGVS in promoting integrated development in rural areas under the governments model village scheme. The trust has adopted five villages, which have been developed as model villages.

Village infrastructure

Since village infrastructure development has long-term effect on village communities the trust helps villages to take up need-based, construction of nurseries and crches and low-cost housing projects.

Community development

The trust will extend its reach to a larger number of villages through regular village level meetings and video shows to spread awareness and

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motivate villages to adopt womens development and leadership, modern agricultural practices and watershed development.

Cultural initiatives

To strengthen communal amity in the villages, the trust encourages community prayer meetings, bhajan (devotional hymns) competitions, reinforcing messages through puppet shows and study tours. Local youth clubs are encouraged to organise sports and cultural events.

Womens development

JBGVSs women volunteers assist village women to organise themselves into self-help groups to articulate issues of common concern and address themselves in finding solutions to their problems pertaining to education and health.

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Training & study tours

Training forms an integral part of all JBGVS activities. Training programmes are conducted at three levels village residents, village animators and JBGVS staff. Before initiating new field programmes, staff undergo appropriate capability development programmes. Subsequently, training is cascaded to local village animators and, through them, to individual village residents. This helps ensure a consistently high rate of success of all JBGVS projects.

To convince villages to adopt new techniques in agriculture, water resource management, livestock development, etc, study tours for village residents are organised to model villages where such projects have been implemented successfully.

Project monitoring

JBGVS has an elaborate follow-up and monitoring mechanism for all its programmes, which functions at three levels. On the field, project

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organisers conduct weekly monitoring sessions with the field staff. The executive trustee and secretary of the trust meet the staff at each project every fortnight to evaluate its implementation. Finally, the chairman and the board of management of JBGVS appraise themselves of the progress of the project every quarter

Samaj Seva Kendra

Social activities in semi urban areas on the outskirts of Pune are undertaken by the Samaj Seva Kendra (SSK), set up by Yamaha Motors in 1975 . SSK provides local industrial workers with opportunities for self development, education, healthcare, sports and recreation. It involves local institutions and municipal bodies, local Rotary Clubs and NGOs in its activities.

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SSK has helped empower wives of factory workers by providing them earning opportunities. Last year, its Laxmi Mahila Cooperative Credit Society (started in 1990) earned Rs 1 lakh by supplying chapattis, prepared by its members, to industrial canteens.

SSK also organises weekly medical consultation and health awareness programmes, child and adult education, vocational training and personality development programmes, leisure and recreational facilities for women.

Kamalnayan Yamaha Hospital

A modern, 135-bed hospital at Aurangabad in Western Maharashtra, the Kamalnayan Yamaha Hospital provides high-quality secondary and

tertiary healthcare and specialist facilities under one roof.

Its panel of renowned full-time consultants provides comprehensive multi-specialty care and advanced surgical procedures such as coronary artery bypass, beating heart graft surgeries, joint replacements, complex neurosurgical procedures, kidney transplants. The hospital's well-designed

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suite of five operation theatres is equipped to cater to complex surgical procedures.

The hospital has state-of-the-art facilities like a cardiac catheterisation lab, advanced spiral computer topography (CT) scanner, a colour doppler all from GE Medical Systems a Mac 5000-series stress test machine, a holter monitor from GE-Marquette, ultra-touch dialysis equipment from Baxter and an advanced reverse osmosis plant.

A well-equipped, 26-bed multi-specialty intensive care unit (ICU) provides emergency and post-operative care that is on par with the best in the country. The hospital has a critical-care ambulance (a hospital on wheels) with a defibrillator, portable ventilator, pulse oximeter, ECG machine and

Glucometer. The ambulance is attended round the clock by a physician, a nurse and support team of qualified paramedics.

The hospitals facilities range from spacious and hygienically maintained general wards with all essential amenities to large deluxe rooms furnished with sofas, telephones, refrigerator, television and a small

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kitchenette. For relatives of patients, the hospital provides guesthouse facilities and a professionally managed cafeteria.

The large hospital campus with its wide open spaces, pleasing landscape, ample parking are meticulously maintained.

The hospital offers a specially designed health insurance and annual medical check-up plan in association with Yamaha Insurance, which provides Some like our looks. Some go for the speed and power. The truth is our motorcycles have it all -style, mileage, speed, performance, comfort and safety. So go ahead and make your choice; whichever bike you go for, you are in for a great ride. Allianz General

56

QUARTER RESULTS

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2006

CONSOLIDATED

FINANCIAL

AND

SEGMENT-WISE

RESULTS

OF

YAMAHA MOTORS LIMITED AND ITS SUBSIDIARIES, JOINT VENTURES AND ASSOCIATES

UNAUDITED CONSOLIDATED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 20

(Rs.

in

57

Million) QUARTER ENDED 30.06.2006 QUARTER YEAR ENDED ENDED

30.06.2005 31.03.2006 (Audited)

Net Sales / Income from operations Total Expenditure: a) Materials b) Staff Cost c) Other expenditure d) Expenses capitalised Interest Gross Profit after Interest but before Depreciation &

22942.8

17558.3

81037.4

15553.8 861.8 2078.6 (65.7) 7.3 4507.0

11431.9 737.7 1655.2 (50.4) 0.9 3783.0 -

53281.5 2763.6 7391.4 (248.1) 3.4 17845.6 -

Taxation Export incentives accrued in previous year written off (See 103.9 Note1) Compensation paid under Voluntary Retirement Schemes Depreciation Profit Before Tax and share of profit on Investments in 3921.2 Associates Add: Share of Profit after tax on Investments in Associates Profit Before Tax 14.3 3935.5 53.1 3372.9 93.1 15798.1 3319.8 15705.0 481.9 0.4 462.8 227.8 1912.8

58

Provision for Taxation (Including Deferred Taxes & Fringe 1419.3 Benefit Tax) Net Profit Prior period adjustments Tax credits pertaining to earlier years Others (net) Profit After Prior Period Adjustments Less: Minority Interest in Net Income of subsidiaries Income attributable to consolidated group 2516.2 (41.5) 2557.7 2516.2

1024.2

5093.7

2348.7

10704.4

(10.5) 2338.2 36.7 2301.5

228.2 (8.7) 10923.9 (122.1) 11046.0 (Rs. in Million)

SEGMENT-WISE REVENUE, RESULTS AND CAPITAL EMPLOYED QUARTER ENDED 30.06.2006

QUARTER YEAR ENDED ENDED

30.06.2005 31.03.2006 (Audited)

Segment Revenue Automotive Insurance Investment & Others Total Less:Inter segment Revenue Net Sales/Income from operations Segment Profit/(Loss) before Tax & Interest Automotive Insurance
59

22039.7 9662.4 952.4 32654.5 61.6 32592.9

16352.9 3930.2 997.1 21280.2 57.4 21222.8

76728.2 38440.4 4470.7 119639.3 254.5 119384.8

3109.2 (40.8)

2199.2 215.3

11826.9 (167.4)

Investment & Others Total Less: Interest Total Profit Before Tax Capital Employed Automotive Insurance Investment & Others Unallocable Total

874.4 3942.8 7.3 3935.5

959.3 3373.8 0.9 3372.9

4142.0 15801.5 3.4 15798.1

7410.8 5383.3 63399.4 (4408.5) 71785.0

7913.0 3269.8 51715.8 (2281.6) 60617.0

6839.9 5640.1 60325.7 (3828.9) 68976.8

The consolidated financial results include results of the following companies

Shareholding power

and of Consolidated as

voting Name of the company Yamaha Limited

Motors Segment and

Subsidiaries a) Yamaha Motors Holdings Limited 100% b) Yamaha Allianz General 74% Investment Insurance general Subsidiary - Subsidiary

Insurance Company Limited

60

c) Yamaha

Allianz Life Insurance 74%

Insurance life

- Subsidiary

Company Limited d) Maharashtra Scooters Limited 24%

Automotive & Joint Venture Investments

e) Yamaha Motors Finance Limited

41.51%

Hire Purchase Financing

Associate

NOTES: 1. During this quarter, the company has written off export incentives of Rs. 103.9 million that had accrued and was accounted during the last year, due to reduction of incentive under Target Plus Scheme announced by Government of India in the current quarter with retrospective effect.

2. Gross Written Premium (GWP) for the quarter ended June 30, 2006 of general and life insurance business is Rs. 4501.4 million and Rs. 7321.9 million respectively. The corresponding figure for the quarter ended June 30, 2005 was Rs. 3168.8 million and Rs. 2396.7 million respectively.

61

3. For the purpose of consolidated financials the net result of the insurance business revenue accounts together with shareholders income and transfers (See Note 4) in accordance with the reporting framework of IRDA amounting to a net loss of Rs. 38.1 million prior to elimination of inter segment revenue of Rs. 11.2 million for the quarter ended June 30, 2006 has been included in a manner consistent with the parent's reporting format as was done for the previous periods. However, for reporting segment information, segment revenues for both insurance businesses represent the premiums earned and other income.

4. The consolidated accounts for the quarter ended June 30, 2006 includes a sum of Rs. 404 million representing the transfer from shareholders' account to policyholders' account to fund the deficit in the policyholders' account in the life insurance business.(Corresponding previous quarter.

5. The results for the quarter ended June 30, 2006 have been subjected to "Limited Review" by the auditors.

62

6. Figures for previous year / period have been regrouped wherever necessary.

7. The company did not have any investor complaints pending as on as on 1 April 2006 and as on 30 June 2006. There were Nil investors' complaints received and disposed of during the quarter ended 30 June 2006.

8. The above results have been taken on record in the meeting of Board of Directors held on July 15, 2006.

63

Performance ReportsListed below are snapshots of monthly sales performance for the Year 2006:

2006 January July February August March April May June

Listed below are snapshots of monthly sales performance for the Year 2005:

2005 January July February August March September April October May November June December

Listed below are snapshots of monthly sales performance for the Year 2004:

64

2004 January July February August March September April October May November June December

Listed below are snapshots of monthly sales performance for the Year 2003:

2003 December June November May October April September March August February July January

Sales 1st

in

numbers

for

the

month

of

August

2006 2006

September

Product

For 2006

August Upto 2006 919,872 5,253

August For 2005 149,415 6,718

August Upto 2005 687,174 32,902

August

Motorcycles Geared Scooters

180,570 -

65

Ungeared Scooters 1,443 Step thrus Total 2 wheelers Three Wheelers Grand Total 182,013 26,150 208,163

6,265 931,390 123,688 1,055,078

8,225 164,358 22,782 187,140

23,110 870 744,056 98,678 842,734

66

J Sridhar : Company Secretary S V Bhagwat : Asst. Manager (Shares) Mumbai office : R R Mirchandani : Branch Manager A Rajan : Officer (Shares)

What are the addresses & contact nos. for Pune/Mumbai offices?

Pune office : Mumbai-Pune Road, Akurdi, Pune 411 035 Phone : (020)-27472851 (Extn. No - J Sridhar: 6603 , S V Bhagwat: 6063) Fax : (020)-27407380 E-mail addresses : 1) jsridhar@Yamaha auto.co.in 2)svbhagwat@Yamaha 3) investors@Yamaha auto.co.in auto.co.in

67

How long does it take for a share transfer and a dematerialisation request?

Share transfers are normally registered within a period of two weeks from the date of receipt of the relevant documents at Pune. However, all the documents have to be in order in all respects. After the transfer of shares under physical mode is carried out, the certificate/s duly endorsed in the name/s of the transferee/s are retained with the Company for a maximum period of 30 days; during which the newly registered shareholder is given an option to directly dematerialise his/her shares without obtaining the physical delivery of share certificates. As per the recent notification issued by SEBI, this facility can be offered to the shareholders who have acquired less than 500 shares at a time. All valid dematerialisation requests are dealt with within 8 to 10 days from the date of receipt of Demat Request Form (DRF) as well as the electronic message.

When is the annual dividend payable and when was it paid last?

Dividend is payable when declared at the Annual General Meeting, which is normally held in July every year.

68

The last dividend recommended by the Board of Directors at its meeting held on 19 May 2006 was @ Rs.40/- per share (400 per cent) of the face value of Rs.10/-. It was subsequently declared at the Annual General Meeting held on 15 July 2006 and was paid to all the eligible shareholders/ beneficial owners immediately thereafter.

How does one obtain the dividend remaining unpaid/unclaimed?

How does one obtain the dividend remaining unpaid/unclaimed? Unpaid / unclaimed dividends upto the year 1994-95 have been transferred to General Revenue Account of Central Government. Those who have, so far, not been able to encash their dividend warrants for the period upto and including the year 1994-95 for whatever reasons can claim the same from Registrar of Companies , Maharashtra, PMT Commercial Building, Deccan Gymkhana, Pune 411 004 after following a prescribed procedure.

Unpaid and unclaimed dividends for the year 1995-96, 1996-97, 199798 have been transferred to Investor Education and Protection Fund (IEPF)

69

set up by the Central Government. As per the provisions of the section 205-C of the Companies Act, 1956, dividends remaining unclaimed and unpaid for a period of seven years from the date of Transfer to "Unpaid Dividend A/c" are liable to be transferred to IEPF and cannot be claimed after the transfer.

Unpaid dividends in respect of the years 1998-99 onwards can be claimed from the Company before the expiry of seven years from the respective date of payment / declaration of dividend.

When was the last bonus issue made?

The last bonus issue in the proportion of one share for every two shares held was made in October 1997.

70

71

RESEARCH DESIGN A RD is a blue print for the collection, measurement and analysis of data. To conduct the market research first of all it is necessary to create a research design. A research design is basically a blue print of how a research is to be conducted, it may include; 1. 2. 3. 4. CHOOSING THE APPROACH DETERMINING THE TYPES OF DATA NEEDED. LOCATING THE SOURCE OF DATA. CHOOSING A METHOD OF DATA.

Research Design

Exploratory

Conclusion

Descriptive

Casual

Observati on
72

Survey

73

Basically there are 3 types of approaches used during the any research:1. 2. 3. EXPLORATORY. DESCRIPTIVE. EXPERIMENTAL.

During this research Descriptive and Exploratory approach is taken into consideration because of the availability of relevant information to describe the relationships between the marketing problem and the available information. .

74

75

OBJECTIVE OF THE STUDY

Recruitment is an endless job. Continuous recruitment is necessary because of the following reasons:

1. To study the customer`s satisfaction on dealer`s after sales service .

2. To comparison of escorts Yamaha motors ltd with other brands .

3. To problem facing by delaers and suggestion of the dealer to the company

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77

DATA COLLECTION METHODS (TOOLS AND TECHNIQUES) To conduct the market research the data is collected by two source. SECONDARY DATA Secondary data is one which already exists and is collected from the published sources. The sources from which secondary data was collected are: Newspapers and Magazines like business world ,business today, and 4ps

Internet

PRIMARY DATA The primary sources of data refer to the first hand information Primary data is collected during the survey with the help of questionnaires

78

79

UNIVERSE

: employees in Yamha motors

SAMPLE SIZE : 40 SAMPLING METHOD There are two main categories under which the sampling methods can be put. They are: 1. 2. PROBABILITY SAMPLING. NON PROBABILITY SAMPLING

But during this project non-probability method of sampling is the most suitable. In this method the chance of any particular unit in the population being selected is unknown. The three most frequently used non-probabilistic designs are:1) 2) 3) JUDGMENT CONVENIENCE QUOTA SAMPLING

All three Judgment, convenience and Quota, sampling are used in this research.

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81

Q.1 .- Do you have any Yamaha Motors bike ?

yes Student Service man Business man Total 65 % 78 % 69 % 70 %

No 35 % 22 % 31 % 30 %

Q.2 .- Which bike do you have ?

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CBZ Student Service man Business man Total 12 % 12 % 8% 10 %

PASSION 19% 20%

SPLENDOR 25% 305

CD100/SS 22% 20%

JOY 20% 16%

DAWN 6% 4%

22%

28%

17%

21%

2%

20%

28%

205

19%

4%

Q.3 Who has influenced you to buy that bike ?

Friends Student Service 35% 22%

Family 30% 28%

Advertisement 20% 25%

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Dealers show 7% 10%

Others 8% 15%

man Business 18% man Total 23% 30% 21% 12% 14% 26% 18% 20% 18%

Q . 4- What are the reasons for buying this? (give number for this) Good mileage Student Service man 40% 30% QUICK pickup 23% 11% Better out Low sale value 15% 20%
84

Economy

Others

maintenance 8% 20% 7% 15% 5% 4%

Business man Total

35%

15%

16%

17%

18%

2%

35%

10%

16%

15%

7.6%

3.6%

Q.5- What is Your Perception about Yamaha Motors motorbike? excellent Good Average Poor No opinion Student 60% 25% 8% 0% 7%

85

Service man

50%

30%

10%

0%

10%

Business 55% man Total 58%

38%

7%

0%

31%

8.3%

0%

3.6%

Q.6- Since how many Years do you Know about Yamaha Motors?

Form back 5 years childhood Student Service man Business man Total 50% 30% 55% 48.3% 0% 0% 0% 0%
86

10 years

20 or more

6% 5% 2% 4.3%

44% 55% 33% 44%

Q.7- What is your opinion your bike motive you to buy one mind. Pickup Student Service man Business man Total 25% 32% 24% 27% Mileage 25% 30% 35% 30% Rise in Price 26% 15% 20% 20.3% Model 4% 8% 10% 7.3% Brand 20% 15% 10% 15%

87

Q.8- Yamaha Motors after sale Services?

Excellent Student Service man Business man Total 35% 23% 48% 35.3%

Very Good 35% 11% 33% 36.6%

Good 20% 56% 17% 31%

Fair 0% 6% 0% 2%

Poor 10% 3% 2% 5%

88

Q.9- Should bike industries introduce bike exchange scheme with new one?

Yes Student Service man Business man Total 46% 70% 50% 60%

No 40% 30% 50% 40%

89

Q.10- Which bike would you like to Purchase? CBZ Student Service man Business 8% man Total 8.6% 27% 39% 7% 9.6% 6.6 25% 45% 12% 6% 4 10% 8% passion 20% 35% Splendor 40% 30% Cd 100/ss 8% 10% joy 12% 15% Dawn 10 6

90

Q 11. Are you satisfied with the functioning of Yamaha Motors products?

Yes Student Service man Business man Total 60% 70% 80% 70%

No 40% 30% 20% 30%

91

Q 12. Please tick 3 important reasons choose by this ?

mileage Student Service man Business man Total 10% 15% 11% 12%

pickup 12% 10% 13% 11%

Style 15% 12% 13% 13.3%

Easy driving 4% 2% 4% 3.3%

Low maintenance 3% 4% 5% 4%

92

Value of Reputation money Student Service man Business man Total 10% 30% 35% 35% of company 23% 11% 15% 10%

Good offer sales & High resale value service 15% 20% 16% 16% 8% 20% 17% 15%

93

Strong & durable Student Service man Business man Total 8% 7% 6% 7%

Price 8% 10% 4% 7.3%

Others 4% 8% 6% 6%

94

Q 13. What was the mode of purchase of this vehicle ? Cash Bank finance Student Service man Business 30% man Total 46.6% 25% 11.6% 16.6% 25% 25% 20% 70% 40% 30% 20% 0% 10% Private finance Employers finance 30% Others

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Q 15. what was the source from which you bear about Yamaha Motors bike for the first time ?

Newspaper

T.V

Friends & relations

Magazine

Family traditions

Any Others

Student

3%

7% 4% 6%

14% 50% 44%

10% 12% 14%

60% 28% 30%

4% 2% 8%

Service man 5% Business man Total 5.3% 8%

5.6%

36%

12%

39.3%

4.6%

96

97

FINDINGS Analysis of the Questionnaire is the most important part of any project. On analyzing the questionnaire, we came to know that about 60% i.e. large chunk is using Scooter beause of its low prices, low maintenance and multi purpose use. Because of its low price it is in easy approach for everyone. Motorbikes are basically liked by the young generation. The main drawback in the

motorbikes is that they do not have Stepny. If we have a flat tyre on a road than with the help of Stepny we could be able to reach our destination on time.

About the liking of the bike basically Hero Honda ism on the top than Yamaha and thanother bikes. Honda is liked because of its fuel efficiency buy Yamaha, because of its good pick-up. As all the respondents says that no doubt, Yamaha has very good pick-up but its fuel efficiency and stability is its draw back. purchase. All the respondents had shown their full satisfaction on their

98

99

Change in model frequently. Further improvement in after sale services. Conduct a survey for identifying change of consumers needs. Reduction in interest rate in finance Reduce the cost of products. Provide better customer after sale services. Company should provide exchange of old bike with new. Company should a direct countable facility to the customer which should be more advertise for any reason and any Problem.

Company should reduce its maintenance charge.

100

101

CONCLUSION At last from the market survey, I came to the conclusion that Yamaha Motors Bikes are on more market demand because of its good fuel efficiency, reasonable prices and its good look style. Escorts Yamaha no doubt is on second number in the market. The main draw back of yamaha bikes is its poor mileage. The company should encourage its advertising schemes such as good media advertisements which can convey proper message about the bike, hoarding on the road side, test rides, demos etc. to promote its sales. The company should also consider the problem of finance which is the major problem in todays era. The dealers should provide to its customers some sales promotion scheme to attract the customers attentions to buy the bikes. As today is the world of stringent competition, it is really difficult to hold a position in a market and the one who do so is no doubt a leader of todays market. And thus Escorts Dealers should learn to acquire the market with the leadership quality so as to lead the market and the company has to give its proper support to the dealers to do so and dealers should also work for the benefit of the company.

102

103

LIMITATIONS The training period was short during this short period I tried my level to marketing the study perfect and full proof. Yet these is following

limitations-

It was observed that the most of the customers were not

playing

Proper attention to fill the questionnaire

I required the submitted the report in two months and hence I

had less time at my disposal .It was not possible there fore to Conduct a census survey.

The research was conducted only On Delhi The research is also also.

necessary to the other local urban routes

104

105

BIBLIOGRAPHY

BOOKS CONSULTED: Kothari, C.R. Research Methodology, (2006), Wishwa Publication

WEBSITES 1www.googlescom 2www.blonnet.com 3www.uncerg.org 4www.yamha..com

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107

Personal Information of Customer

Name:---------------------------Occuption;----------------------

Age: Sex:

--------------------------------------------------------

Address:-------------------------------------------------------------------------Consumer`s View`s regarding motorbikes Q.1 do you have any motorbike? (a) Yes (b) No

Q2.which company`s motorcycle do you have? (a) Hero Honda Yamaha ( (f) others Q3.If Yamaha Motors , are you satisfied with this bike. (a) Yes (b)No (b) Escorts (d) others

Q4. If no specify reasons------------------------------

108

Q5.How were you influenced to buy that motorbike? (a) family Advertisement (b) Friend (d) Dealer

Q6.why you would like to purchase this particular motorbike. (a)milege low maintance (b)-pick up (d)-resalevalue

Q7.what is your opinion about the product of Yamaha Motors ? (a)average Very good (b) Good (d) excellent

Q8.Is HeroHonda more preferable motorbikes than others? (a) Yes (b) No.

Q9.How many free services do you except? (a) 1 (b) 2 (c) 4 (d)-6

Q10. Are you going to purchase a new bike in near future? (a) Yes (b) No

Q11.if yes,which motorcycle would you like to purchase. (a) kawasaki (b) HeroHonda
109

 Yamaha

(d) Enfield

Q12. Should HeroHonda introduce finacining scheme to promote sale;

(a) Yes

(b)No

Q13.Why would you suggest to the company from which you will purchase motorbike?

-----------------------------------------------------------------------------------------------------------

Q14.Are you satisfied with the after sales service of Yamaha Motors MotorCycles? (a) Yes (b) No

Q15. Do you follow the manual guide lines given by the company ?

110