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1.1 THE TOPIC: “OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS”
At HDFC Bank, I was assigned with the topic as “Opening Savings Accounts by Meeting Customers” for my project work. I joined the company as a Sales Executive. The selection of the topic was to know how the company generates business through them.
Sales Executives are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through. Company has certain criteria to recruit these Sales Executives. The steps are as follows.
He should be at least 12th passed. He should have good personal contacts. He should have convincing power. He should be above 18th year old.
Once he through all these steps of recruitment, he becomes the Sales Executive of the company and reserve the right to sale the various products to any prospect client also he is paid the commission a certain percentage. There are some reward and tour package also.
1.2 REASON FOR SELECTION OF THIS TOPIC: The financial sector is one of the booming and increasing sectors in India. The Sales Executives are one of the most powerful, efficient and effective channel through which the company sales its various types of financial products. It is really difficult to convince customers and sell a single product but since these executives have their own personal contacts which make the entire task easier to sell a product. Whereas in my entire project work I found my interest in working in a team, dealing with customers and finally convincing them to open an account with the bank.
1.3 IMPORTANCE TO THE COMPANY: The ultimate purpose of giving me this topic was to know about the customer’s perceptions about the different products of the bank, how these products can attract them and how the company can generate maximum profit by convincing them through sales executives.
1.4 LEARNING FROM THE STUDY:
The process of recruitment for Sales Executives of HDFC Bank. Different products and services provided by the bank. Customers’ perception about the different products. The brand image of the bank. What are the problems faced by these sales executives daily basis. How to communicate with the customers. Different techniques of dealing with the customers. How to convince and convert a customer into a real customer.
CHAPTER 2-ORGANIZATION PROFILE
2. COMPANY HISTORY 2.1FORMATION OF THE COMPANY The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.
HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People.
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity and about 17.6% of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB'.
TIMES BANK AMALGAMATION
In a milestone transaction in the Indian banking industry, Times Bank Limited (another new private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added significant value to HDFC Bank in terms of increased branch network, expanded geographic reach, enhanced customer base, skilled manpower and the opportunity to cross-sell and leverage alternative delivery channels.
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India. All branches are linked on an online real-time basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base. The Bank also has a network of about over 2526 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.
Mr. All the bank's branches have online connectivity. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry. Prior to this. administration. • TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. • BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. expertise and technology to create a competitive advantage and build market share. In each of its businesses. The Bank has made substantial efforts and investments in acquiring the best technology available internationally. the Bank has succeeded in leveraging its market position. Aditya Puri. which enables the bank to offer speedy funds transfer facilities to its customers.• MANAGEMENT Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking 5 . The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). The Managing Director. Senior executives representing HDFC are also on the Board. Capoor was a Deputy Governor of the Reserve Bank of India. Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy. to build the infrastructure for a world class bank. The Bank's business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. the bank believes that its people are a significant competitive strength. industry and commercial banking. Mr.
has assigned the rating "AAA (ind)" with the outlook on the rating as "stable". consistent with the bank's risk appetite. Corporate Governance Rating The bank was one of the first four companies. CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacity for repayment of short term promissory obligations".services for target retail and wholesale customer segments. The bank has been assigned a 'CRISIL GVC Level 1' rating which indicates that the bank's capability with respect to wealth creation for all its stakeholders while adopting sound corporate governance practices is the highest. Fitch Ratings India Pvt. corporate governance and regulatory compliance. This rating indicates "highest credit quality" where "protection factors are very high". and to achieve healthy growth in profitability. professional integrity. Credit Rating The Bank has its deposit programs rated by two rating agencies . 6 . • RATING I.Credit Analysis & Research Limited (CARE) and Fitch Ratings India Private Limited. CARE has assigned the rating of "CARE AAA" for the subordinated Tier II Bonds while Fitch Ratings India Pvt. The Bank's Fixed Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE.Operational Excellence. Product Leadership and People. the ratings awarded were the highest assigned by the rating agency for those instruments. II. with the outlook on the rating as "stable". The bank is committed to maintain the highest level of ethical standards. which represents instruments considered to be "of the best quality. The Credit Rating Information Services of India Limited (CRISIL). which subjected itself to a Corporate Governance and Value Creation (GVC) rating by the rating agency. CARE has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues. Customer Focus. subordinated (Tier II) Bonds rated by CARE and Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated by CARE and CRISIL Ltd. The rating provides an independent assessment of an entity's current performance and an expectation on its "balanced value creation and corporate governance practices" in future. HDFC Bank's business philosophy is based on four core values . In each of the cases referred to above.) has assigned the "tAAA ( ind )" rating to the Bank's deposit programme. CRISIL has assigned the rating "AAA / Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. Ltd. carrying negligible investment risk". (100% subsidiary of Fitch Inc. The Bank also has its long term unsecured. Ltd.
The products of the company are categorized into various sections which are as follows: • • • • • • Accounts and deposits. The company cares for both. the company has a range accounts. Customer center. These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company. Value addition services. investment. individuals as well as corporate and small and medium enterprises.2. For individuals. and pension scheme.2 PRODUCT SCOPE: HDFC Bank offers a bunch of products and services to meet the every need of the people. Non-funded services. Forex and payment services. Loans. Cards. Mutual fund etc. The customers can choose the suitable one from a range 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. 7 . different types of loans and cards that assist the customers. Investments and Insurance.
Classic Salary Account .Payroll Salary Account .Family Savings Account .Premium Salary Account .Apex Current Account .Premium Current Account .Kisan No Frills Savings Account .Trade Current Account .Regular Current Account .Plus Current Account .Defence Salary Account .Regular Savings Account .2.Institutional Savings Account .Max Current Account 8 .No Frills Account .Pension Saving Bank Account . Accounts & Deposits .Kid's Advantage Account .SavingsMax Account .Kisan Club Savings Account . PERSONAL BANKING A.Regular Salary Account .Savings Plus Account .Senior Citizens Account .3 PRODUCTS AND SERVICES AT A GLANCE 1.
.Customer Center 9 .Loan against Securities .Used Car Loans .Loan against Property .Personal Loans .Reimbursement Current Account .Two Wheeler Loans .Offers & Deals .Overdraft against Car .Super Saver Account .Home Loans . Loans .Working Capital Finance .HDFC Bank Preferred .Regular Fixed Deposit .Sweep-in Account .RFC .Construction Equipment Finance .Domestic Account .Private Banking B.Express Loans .Commercial Vehicle Finance .New Car Loans .
Direct Pay .Mudra Gold Bar D.Knowledge Centre .Foreign Currency Cash .Foreign Currency Drafts .C. Forex Services .Visa Money Transfer 10 . Investments & Insurance .Prepaid Refill .Trade Finance .Mutual Funds .Net Safe .Foreign Currency Cheque Deposits .Equities & Derivatives .Cash To Master .ForexPlus Card E.Bonds .Financial Planning .Travelers’ Cheques . Payment Services .Bill Pay .Insurance .Foreign Currency Remittances .
E-Monies Electronic Funds Transfer .ATM ..One View .HDFC Bank Idea Silver Card .Woman's Gold Credit Card .Mobile Banking .Health plus Credit Card .Insta Alerts . Cards .HDFC Bank Idea Gold Card .Platinum plus Credit Card .Value plus Credit Card .Silver Credit Card .Track your Credit Card 11 .Phone Banking .Gold Credit Card .Compare Cards . Access Your Bank .Titanium Credit Card .Transfer & Safe .Excise & Service Tax Payment F.Branch Network G.
Offers & Deals .Credit Card Usage Guide .Prepaid Cards .Offers & Savings .Forex Plus Card .Net safe .My City Benefit Card .Easy ShopInternational Debit .Winners of Contests & Promotions 12 .My Rewards .Debit Cards .Easy EMI .Easy Shop Gold Debit Card .Smart Pay .H.Easy ShopWoman's Advantage .Add-On Cards . Get More from Your Card .Easy ShopInternational Business .Insta Wonderz .Secure Plus .Kisan Card Debit Card Debit Card Card I. Customer Centre .
Corporate Funded Services Non Funded Services Value Added Services Internet Banking B. Financial Institutions & Trusts Banks Financial Institutions Mutual Funds Stock Brokers 13 . Small & Medium Enterprises Funded Services Non-Funded Services Specialized Services Internet Banking C.2. Wholesale Banking A.
First Runner-up. It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally. One of Asia Pacific's Best 50 companies. MILESTONES IN THE HISTORY HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class Indian Bank". • 2006 Business Today Forbes Magazine Business world The Asset Magazine's Triple A Country Awards Asiamoney Awards Euromoney Awards 14 Best Bank in India. Best Bank Award in the Private Sector category. They realized that only a single-minded focus on product quality and service excellence would help us get there. Today. Global HR Excellence Awards . • 2007 Business Today-Monitor Group survey Financial Express-Ernst & Young Award One of India's "Most Innovative Companies". ‘Corporate Best Bank’-Award. Financial Services Awards Asian Banker Managing Director Aditya Puri won the Leadership achievement Award for India. Best Domestic Bank. they are proud to say that they are well on our way towards that goal. The Asian Banker Excellence in Retail Best Retail Bank in India. Best listed Bank of India. Best Local Cash Management Bank in Large and Medium segments.2. ‘Best Bank Award’.Asia Pacific HRM Congress: Business Today Dun & Bradstreet – American Express Corporate Best Bank Award 2007 The Bombay Stock Exchange and Nasscom ‘Best Corporate Social Responsibility Foundation's Business for Social Practice’ Award.3. . "Best Bank" in India. ‘Employer Brand of the Year 20072008’-Award. Responsibility Awards 2007 Outlook Money & NDTV Profit Best Bank Award in the Private sector category.
2005 • 2004 Asiamoney Awards Asiamoney Awards Asiamoney Awards Asiamoney Awards Asiamoney Awards Business World Forbes Global Asian Banker Awards The Asset Triple A Country Awards Best Local Cash Management Bank in India US$11-100m Best Local Cash Management Bank in India >US$501m Best Local Cash Management Bank in India 1989-2004 (poll of polls) Best Overall Domestic Trade Finance Services in India . "Most Customer Responsive Company Banking and Financial Services . 100 Best Smaller Size Enterprises in Asia/Pacific and Europe .India . Best Domestic Bank in India Region 2005 Best Local Cash Management Bank in India US$11-100m .2004 Best Under a Billion.2005 "Best Bank in India" for the third consecutive year in 2005.2004 One of India's Most Respected Companies .2004 Best Domestic Bank in India .• 2005 Asiamoney Awards Asiamoney Awards The Asian Banker Excellence Hong Kong-based Finance Asia magazine Economic Times Awards The Asset Triple A Country Awards The Business Today-KPMG Survey The Business Today-KPMG Survey Economic Times . Best Bank in India "Company of the Year" Award for Corporate Excellence. Retail Banking Risk Management Award in India.2004 Operational Excellence in Retail Financial Services .2004 15 .2004 Most Improved company for Best Management Practices in India .Avaya Global Connect Customer Responsiveness Awards Best Domestic Commercial Bank Best Cash Management Bank .
India .• 2003 Forbes Global The Asset Triple A Country Awards BusinessWorld .IT Users Awards Best Under a Billion.India" "Best Bank in India Commercial Bank in India 2002 • The Economic Times Best Domestic Commercial Bank .com .2003 Best Domestic Bank in India -2003 One of India's Most Respected Companies Best Cash Management Bank Best Trade Finance Bank Best New Private Sector Bank . 200 Best Small Companies .The Business World Most Respected Company Awards The Asset magazine The Asset magazine FE-Ernst & Young Best Banks Survey Outlook Money Business Today NASSCOM & economictimes.2003 Best Bank in the Private Sector – 2003 Best Bank in India -2003 Best IT User in Banking -2003 • 2002 Hong Kong-based Finance Asia magazine Hong Kong-based Finance Asia magazine Euromoney magazine Asiamoney magazine 2001 Hong Kong-based Finance Asia magazine Hong Kong-based Finance Asia magazine Euromoney magazine Forbes Global Best Local Bank .India "Best Domestic Commercial Bank India "Best Bank in India Named in The 300 Best Small Companies one of the "20 for 2001" best FE-E&Y Best Banks small companies Awards for Corporate Excellence as the Emerging Company of the Year • 2000 Hong Kong-based Finance Asia magazine 16 Best Domestic Commercial Bank .India "Best Local Bank .
500 talented employees. 1. 2008 and approved. HDFC Bank said. subject to due diligence. The bank today has a large nationwide network. 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. it would be the largest merger in the private sector banking space in India. Chairman. HDFC said. The balance sheet size of the combined entity would be over Rs. 1. “We were amongst the first to get a banking license. Chairman. and strong leadership positions in the market place. Aditya Puri. Commenting on the proposed merger. This opportunity arose and we thought it is an attractive route to supplement HDFC Bank’s organic growth.148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs. “These are exciting times for the Indian banking industry. The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab. the first to do a merger in the private sector with Times Bank in 1999.200 billion and net advances of around Rs. Mr. Managing Director. 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. 7. geography and experienced staff to its franchise.Hong Kong-based Finance Asia magazine Euromoney magazine Business India Forbes Global "Best Domestic Commercial Bank India Best Domestic Bank " India 's Best Bank" Named in The 300 Best Small Companies one of the "20 for 2001" best FE-E&Y Best Banks small companies 2. Centurion Bank of Punjab stated. the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank. strategic intent and approach to business. We believe that Centurion Bank of Punjab would be the right fit in terms of culture. The combined entity would have a nationwide network of 1. The combined entity will be an even greater force in the market.” 17 . and now if this deal happens.500 billion. “Over the last few years. Deepak Parekh. Rana Talwar. The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing.” Mr. 850billion. an extremely valuable franchise. I’m particularly bullish about the potential of business synergies and cultural fit between the two organizations.4.” Mr. HDFC Bank was looking for an appropriate merger opportunity that would add scale. Centurion Bank of Punjab has set benchmarks for growth.
5 FINANCIAL FIGURE UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30.Mr.” 2. “We are extremely pleased to receive the go ahead from our board to pursue this opportunity.03. Shailendra Bhandari.07 Unaudited 206916 145362 56047 Year ended 31.06.08 Unaudited 362173 263638 95121 Quarter ended 30.06. 2008 Particulars Quarter ended 30. A merger between the banks provides significant synergies to the combined entity. Managing Director and CEO.08 Audited 1011500 696673 287204 1 Interest Earned (a)+(b)+(c)+(d) a) Interest/discount on advances/bills b) Income on Investments c) Interest on balances with Reserve Bank of India and other interbank funds d) Others 2426 988 5337 170 27239 384 2 Other Income 59342 57254 228315 3 4 5 A) TOTAL INCOME (1) + (2) Interest Expended Operating Expenses (i) + (ii) i) Employees cost ii) Other operating expenses 18 421515 189826 128938 54058 74880 264170 108364 77438 28388 49050 1239815 488712 374562 130135 244427 . The proposed merger would further improve the franchise and customer proposition offered by the individual banks. Centurion Bank of Punjab said.
each) 46435 32123 159018 - 15 42462 33319 35443 16 Reserves excluding revaluation reserves (as per balance sheet of previous accounting year) Analytical Ratios 19 - - 1114280 .6 B) TOTAL EXPENDITURE (4)+(5) (excluding Provisions & Contingencies) 318764 185802 863274 7 Operating Profit before Provisions and Contingencies (3) -(6) 102751 78368 376541 8 Provisions (Other than tax) and Contingencies 34447 30712 148478 9 Exceptional Items - - - 10 Profit / (Loss) from ordinary activities before tax (7-8-9) 68304 47656 228063 11 Tax Expense 21869 15533 69045 12 Net Profit / (Loss) from Ordinary Activities after tax (10-11) 46435 32123 159018 Extraordinary items (net of tax expense) 13 Net Profit / (Loss) (12-13) 14 Paid up equity share capital (Face Value of Rs.10/.
3% 18 .6% 11.5% 0.3% 0.1% NIL 13.17 (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) Net NPA (c) % of Gross NPA to Gross Advances (d) % of Net NPA to Net Advances (v) Return on assets (average) .2% NIL 13.Percentage of Shareholding 342173776 80.3% 27198992 0 76.3% 0.5% 0.6% 250744008 75.not annualized Public Shareholding NIL 12.0 4 5.3% 71016 21424 1.0 4 6.5% 1. of shares .7% 20 .6 150274 49607 1.2 10.4% 0.8 1 0.3% 90697 29852 1.No.0 1 0.
the bank offers a range of innovative products to meet these needs.6 QUALITY POLICY • • • SECURITY: The bank provides long term financial security to their policy. it will aim to manage their investments very carefully and live up to this trust. INNOVATION: Recognizing the different needs of our customers. TRUST: The bank appreciates the trust placed by their policy holders in the bank. The bank does this by offering life insurance and pension products. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE” TEAM WORK JOY AND SIMPLICITY • • • • • 21 . Hence.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. 3. To increase the business of the bank. 3. To find the different way of convincing customers.2. To understand the deciding criteria for people to become sales executive.2.2 SECONDARY OBJECTIVES: • • • To determine the need and purpose of a sales executive. 22 . HR is not able to sort out the problem why the performance is not coming even after giving the full marketing support. The communication technique and dealing with the customers is also a problem to the sales executives.2 OBJECTIVES OF RESEARCH PROJECT: 3. To offer suggestions based upon the findings.RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT 3. To study brand image of the bank.CHAPTER 3.1 PROBLEM DEFINATION: Sales Executives were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company.
4 PRODUCT SCOPE: • • Studying the increasing business scope of the bank. 3. Customers’ perception on the various products of the bank.3. To study how the various products are positioned in the market.3 GEOGRAPHICAL SCOPE: The same problem was with the all other branches of HDFC Bank even out of the Pune city.RESEARCH METHODOLOGY AND LIMITATIONS 23 . Market segmentation to find the potential customers for the bank. Corporate marketing of products. Though my sample size and geographical area was defined and confine to a particular territory but the application of out put from the research are going to be wide. The management is conducting the same research on a big ground while my contribution is tiny. • • • CHAPTER4.
Preliminary Investigation: In which data on the situation surrounding the problems shall be gathered to arrive at • • The correct definition of the problem. Due to time limitation and other constraints direct personal interview method is used.2.2 RESEARCH DESIGN: Research was initiated by examining the secondary data to gain insight into the problem. 4.1 RESEARCH PLAN: 4. I tried to select the sample representative of the whole group during my job training.2. In questionnaires open ended and closed ended.1 DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administration. easier to tabulate and interpret.1. 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.2 COLLECTION OF DATA: 24 .1. Exploratory Study: To determine the approximate area where the problem lies. Moreover respondents prefer to give direct answers. By analyzing the secondary data. A structured questionnaire was framed as it is less time consuming. 4. generates specific and to the point information.1. I have collected data from people linked with different profession at Pune. both the types of questions has been used.All the findings and conclusions obtained are based on the survey done in the working area within the time limit. 4. An understanding of its environment. 4.2. 4.
management books.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity. official records. Business Man. news papers.1: Secondary Data: It was collected from internal sources. Lawyers. it becomes necessary to take sample from the universe to know about its characteristics. magazines. The secondary data was collected on the basis of organizational file. Tax Consultants. preserved information in the company’s database and website of the company. Since it was not possible to cover the whole universe in the available time period. The method of collection of primary data was direct personal interview through a structured questionnaire. it was necessary for me to take a sample size of 200 respondents. • • • • Sampling Units: Different professionals Chartered Accountants. They were the main source of Primary data. 2: Primary data: All the people from different profession were personally visited and interviewed.3 SAMPLING PLAN: Since it is not possible to study whole universe. Research Instrument: Structured Questionnaire. Sample Technique: Random Sampling. 4. 4. I have prepared the questionnaire according to the necessity of the data to be collected.4 SAMPLE SIZE: My sample size for this project was 200 respondents. 4. Contact Method:Personal Interview. 25 . Professionals and House Wives of Pune. Primary data collection will base on personal interview.
All the work was limited in some limited areas of Pune so the findings should not be generalized. INTERPRETATION AND PRESENTATION Q1. Age Category Number of Respondents 26 Percentage . As stipend. money was not given it was difficult to continue the project work.6 RESEARCH LIMITATIONS: • • • • It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days.4. CHAPTER5-DATA ANALYSIS.Your Age? TABLE Serial No. The area of research was Pune and it was too vast an area to cover within 60 days.
30% respondent’s age are 30 to 35 years. 18-23 Years 24-29 Years 30-35 Years 35 Years and above Total 40 70 60 30 200 20% 35% 30% 15% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • • • 20% respondent’s age are 18 to 23 years. 3. 4. No. 15% respondent’s age are 35 to above years. 2.1. Q2. 27 . 1 2 Category Married Unmarried Total No. Marital Status? TABLE Sr. 30% respondents are unmarried. 35% respondent’s age are 27 to 29 years. of Respondents 140 60 200 Percentage 70% 30% 100% GRAPH Interpretation From the table and graph above it can be seen that • • 70% respondents are married.
No. No. Q4.Q3. 40% respondents are Graduate. Number Of year’s Are You in Pune? TABLE Sr. 35% respondents are Post graduate. 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. 1 2 Category Less than five years More than five years Total No. 1 2 3 Category Under graduate Graduate Post graduate Total No. of Respondents 78 122 200 Percentage 39% 61% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that 28 . Educational Qualification? TABLE Sr.
of Respondents 40 108 52 200 Percentage 20% 54% 26% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • • 20% respondents Occupation is Business. Your annual household income? TABLE Sr. 1 2 3 Category Business Profession Service Total No. of Respondents 98 62 30 10 29 Percentage 49% 31% 15% 5% . 1 2 3 4 Category Less than 2 lacs Between 2 to 5 lacs Between 5to 8 lacs More than 8 lacs No. Q5. Your Occupation? TABLE Sr. 61% respondents are in Pune for more than five years. No. 26% respondents Occupation is Profession. No. Q6. 54% respondents Occupation is Service.• • 39% respondents are in Pune for less than five years.
Q7. 5% respondent’s annual household income is more than 8 lacs. Are you a member of a club/gymkhana? TABLE Sr. 31% respondent’s annual household income is between 2 to 5 lacs. 30 . of Respondents 84 116 200 Percentage 42% 58% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 42% respondents are member of a club/gymkhana. 58% respondents are not member of a club/gymkhana. 1 2 Category Yes No Total No. 15% respondent’s annual household income is between 5 to 8 lacs. No.Total 200 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • • • 49% respondent’s annual household income is less than 2 lacs.
1 2 4 Category Lucrative Not lucrative No idea Total No. ➢ 60% respondent’s perception about different products is not lucrative. Q9. What is your perception about different products/services provided by HDFC bank? TABLE Sr. 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% respondents are interested to open an account with the bank. ➢ 15% respondent’s have no idea. No. 31 • . 15% of the respondents say that they will tell later. 1 2 3 Category Yes No Will tell later Total No. No.Q8. Do you want to open an account with HDFC bank? TABLE Sr. of Respondents 50 120 30 200 Percentage 25% 60% 15% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that ➢ 25% respondent’s perception about different products is lucrative.
No. Do you have all the documents which are required to open an account? TABLE Sr. of Respondents 40 160 70 Percentage 20% 80% 100% Base 200 respondents GRAPH Interpretation 32 . of Respondents 120 80 200 Percentage 60% 40% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 60% respondents have all the documents which are required to open an account with the bank. 25% respondents do not have all the documents which are required to open an account with the bank Q11.Q10. No. 1 2 Category Yes No Total No. 1 2 Category Yes No Total No. Are you aware that the bank provides you a free Dmat account if you open a new savings account with HDFC bank? TABLE Sr.
1 2 Category Yes No Total No. Q13. No.Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? TABLE Sr. Q12. 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. Do you know about HDFC Bank’s recruitment policies related to sales executives? TABLE Sr.From the table and graph above it can be seen that • • 20% respondents are aware that the bank provides a free Dmat account with new savings account. No. 88% respondents have no idea about it. of Respondents 82 118 200 33 Percentage 41% 59% 100% . 40% respondents are not aware of it. 1 2 Category Yes No Total No.
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 increasing its customers through its attractive schemes and offer. Through this project. 34 . CHAPTER6. services was considered as unsought good which require hard core selling.CONCLUSIONS AND SUGGESTIONS 6. the demand for banking sector is increasing day by day. 59% respondents are not known about HDFC Bank’s recruitment policies related to sales executives.Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that • • 41% respondents are known about HDFC Bank’s recruitment policies related to sales executives.1 CONCLUSIONS: HDFC Bank. The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to open an account so that new Business Opportunities of the bank can be explored. it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account at all. but in changing trend in income and people becoming financially literate.
So.According to my findings Company’s promotional activities for recruiting sales executives are also very less. Print Media. Hoarding & Banners. I hope the company finds my analysis relevant. at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector. Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing. Stalls in Trade Fares 4. • Minimum balance for savings account should be reduced from Rs 5000 to Rs 1000.2 SUGGESTIONS: Finally some recommendations for the company are as fallows:- • To make people aware about the benefit of becoming HDFC Bank’s Sales Executive. . • The bank should provide life time valid ATM card to all its customers. 3. so that people who are not financially strong enough can maintain their account properly 35 . 2. 6. Distribution of leaflets containing details information. following activities of advertisement should be done through 1.
Getting appointment from the concern person was very difficult. income etc. gender. 36 .• The company should provide a pass book to all its customers • • Make people understand about the various benefits of its products. Limitations are extent to which the process should not exceed. Mindset of people may very depending upon their age.LIMITATIONS LIMITATIONS Every work has its own limitation. CHAPTER7. them to answer all the questions properly. Company should organize the program in the society. People mind set about the survey was an obstacle in acquiring complete Respondents were very busy in their schedule. So it was very time consuming for information & positive interaction. so that people will be aware about the company and different products of the bank • Company should open more branches in different cities. Limitations of this project are:- • • • • • The project was constrained by time limit of two months.
ANNEXURES 1. QUESTIONNAIRE 37 .
..State: ………………………. Education Qualification. • • Undergraduate Graduate □ □ 38 . 1. Address: …………………………………………………………………….QUESTIONNAIRE Dear Sir/Madam...... I am a student of Suryadatta Institute of Management and Mass Communication... Pune and presently doing a project on “OPENING SAVINGS ACCOUNT BY MEETING CUSTOMERS”... Name: ………………………………………………………………………. Contact No :®………………( O)……………… (M)……………………… City: ………. I request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential.Pin: ………………….. ..... Your Age: ____________________ 2.
(Please mention below the type of business/profession you are in incase of service please mention your organization name and designation) 6. • • Married Single □ □ No. Number Of year’s Are You in Pune.• Post graduate □ 3.Your annual household income. Occupation. • • • • • Less than five year’s More than five year’s Business Profession Service □ □ □ □ □ 5. • • • • <than 2 lack Between 2 to 5 lack Between 5 to 8 lack >than 8 lack □ □ □ □ 39 . Marital Status. of Children: __________ 4.
Do you want to open an savings account with HDFC Bank? • • • Yes No Will tell later □ □ □ 10.7. Do you have all the documents which are required to open an account? • • Yes No □ □ 11. Are you a member of a club/gymkhana? • • Yes No □ □ If yes. Name of the club /gymkhana_______________________________________ 8. 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 . What is your perception about different products and services offered by HDFC Bank? • • • Lucrative Not lucrative No idea □ □ □ 9.
Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? • • Yes No □ □ 13.12. Do you know about HDFC Bank’s recruitment policies related to sales executives? • • Yes No □ □ Date: Place: Signature Thank You 41 .
BIBLIOGRAPHY 1.S. WEBSITES • www.com www.google. Ramaswamy C.P.Kothary S.hdfcbank.BOOKS • • • Marketing Management (10 Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology th AUTHORS Philip Kotler V. Kasande • 2.com • 42 .R. NEWS PAPERS • Times of India • Financial Express 3.
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