A Study on DEALERS’ SATISFACTION with ROOTS INDUSTRIES, Coimbatore. Questionnaire1. Name :2. Address :3. Experience in dealership:1-3 years 4-7 years8-10 years above 10 years4. How long you are dealing with ROOTS auto products?1-3 years 4-7 years8-10 years above 10 years5. What do you feel about Quality of ROOTS auto products?Very Good GoodSatisfactory Poor6.

What do you think about Promotion Activities given by ROOTS?Very Good GoodSatisfactory Poor9. What do you feel about credit period given by ROOTS?Very Good GoodSatisfactory Poor8. What type of promotional activity do you prefer with ROOTS products?Discount GiftPrize Offers . What do you feel about the Price of ROOTS auto products?Very High HighAverage Low10.Which factor enables you to be the dealer of ROOTS auto products?Promotional QualitySchemeCompany Policy Margin7.

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What do you feel about after sales service given by ROOTS?Highly Satisfied SatisfiedModerate Dissatisfied . Do you have any suggestions to improve the quality of ROOTS auto products?Yes NoIf Yes. specify the reason. ___________________________________________17. What do you feel about the employees dealing with you in ROOTS?Highly Satisfied SatisfiedAverage Dissatisfied15. specify ___________________________________________14. specify. ___________________________________________19. Do you recommend your customers about ROOTS products?Yes NoIf No. specify the reason.11. What are the factors that you expect from ROOTS?Promotional Sales follow-upSchemeService Credit Facility16. Are you dealing with other companies?Yes NoIf Yes. ___________________________________________18. Whether the expected quantity of ROOTS auto products is supplied to you in time?Yes No12. Do you have proper accessibility of ROOTS auto products?Yes NoIf No. specify ___________________________________________13. Do you have any complaints about ROOTS auto products?Yes NoIf Yes.

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000[] Rs 1. how does (your product) offer advantages in sellingsituations? [] Strong advantage[] Slight advantage[] About the same[] Slight disadvantage[] Strong disadvantage Compared to (market leader).999.000[] Rs 500.000. how confident are you that (company) will gain additional market share inthe (product) industry in the coming year? [] Very confident[] Confident[] Somewhat confident[] Not sure[] Somewhat doubtful[] Doubtful[] Very doubtful What is the range of your dealership's sales volume of (company) products lastyear? [] Rs 250. how does (your product) offer advantages inprofitability? [] Strong advantage[] Slight advantage[] About the same[] Slight disadvantage[] Strong disadvantage Compared to (market leader).999.000 .Feedback from dealers of channel support from supplier/manufacturer To what extent do you plan to give (company) greater emphasis in your businessover the next few years? [] Great extent[] Moderate extent[] Slight extent[] Not at all Overall.000 .49%[] 50% .Rs4.Rs999.Rs19.Rs2.49%[] 50% .000 .000 .000[] Rs 20.Rs9.000.000 .000 [] Rs 5.999.000.74%[] 75% or more Which of the following (company) product lines do you fully support at this time? [] Line 1[] Line 2 [] Line 3[] Line 4 Compared to (market leader).Rs499.000 .74%[] 75% or more How much of your profit is derived from (company) products? [] 24% or less[] 25% . how does (your product) offer advantages in serviceand supplies business? [] Strong advantage[] Slight advantage[] About the same[] Slight disadvantage .000[] Rs 3.999.000.000.000 or more How long have you been a (company) dealer? [] 1-5 years[] 5-7 years How much of your business volume is accounted for by (company) products? [] 24% or less[] 25% .000[] Rs 10.

Have you ever ordered [PRODUCT] from [COMPANY]? Yes No Overall. how would you rate [COMPANY]? Excellent Good Average Poor Terrible Not Sure How satisfied are you with your service from [COMPANY]? Extremely satisfied Very satisfied Neutral Very dissatisfied Extremely dissatisfied Would you recommend [COMPANY] to a friend? Yes No Not Sure .

why not? For your NEXT [PRODUCT] purchase.If no. how likely are you to purchase from [COMPANY]? Definitely would buy Probably would buy Might or might not buy Probably would not buy Definitely would not buy N/A Which of the following modes did you use to place the order for [PRODUCT]? Mail order Internet Over the phone Fax Other What are the THREE main reasons you didn't purchase [PRODUCT] from [OTHER_COMPANY]? .

e. delivery etc) from [COMPANY]? Are there any other comments you have for [COMPANY]? .What would you change about the process of purchasing [PRODUCT] (i. placing the order. mode of payment.

Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied .In thinking about your most recent experience with [COMPANY]. will you please describe the reason(s) for your dissatisfaction? Will you please describe the aspects of the service that you were completely satisfied with? How satisfied are you with the process of getting your question resolved. how satisfied are you with the customer service you received: Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied N/A If you were not totally satisfied with the customer service.

will you please take a few minutes and describe the reason(s) for your dissatisfaction? If you were satisfied with the process of getting your question resolved.If you were not totally satisfied with the process of getting your question resolved. will you please take a few minutes and describe the reason(s) for your satisfaction? How would you rate the [PRODUCT]'s value for money: Excellent Good Fair Poor Not sure What aspects of [PRODUCT] were of no benifite to you? What aspects of [PRODUCT] were most beneficial for you? .

Strongly Disagree Somewhat Disagree Neutral Somewhat Agree . Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree The customer service representative handled my call quickly.Please choose an option that closely represents your opinion about the customer service representative that you spoke to recently. Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree The customer service representative was very knowledgeable. The customer service representative was very courteous.

Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree The automated phone system made the customer service experience more satisfying. Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree . Strongly Disagree Somewhat Disagree Neutral Somewhat Agree Strongly Agree My phone call was quickly transferred to the person who best could answer my question.Strongly Agree Please choose an option that closely represents your opinion about the process with which your most recent service contract was handled. The waiting time for having my questions addressed was satisfactory.

what would you replace it with? Funtional Competitor 1 Functional Competitor 2 Functional Competitor 3 In-Kind Competitor 1 In-Kind Competitor 2 In-Kind Competitor 3 Other All things considered. [PRODUCT] features and benefits. and cost.e.Consider if you would the total package i. over the next 12 months how likely are you to replace [COMPANY_PRODUCT] with [COMPETITOR_PRODUCT]? Very certain High chance Low chance No chance Not sure . How satisfied are you with the [COMPANY]? Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied If the [PRODUCT] were no longer manufactured by [COMPANY]. [COMPANY] customer service.

What are some of the reasons that you are looking to replace [COMPANY_PRODUCT] some time this year? .

Products are not sold alongside those of competitors either. telephone selling. provide detailed presale information and after-sales service • Retailers. and on-line computer shopping have been developed. competing producers (making it hard to obtain distribution by any other means than direct) . direct-mail selling. cold calling. to demonstrate products. distributors. direct radio selling. More recently telemarketing. magazine and TV advertising.distribution . or linked to. There may also be specific market factors that encourage direct selling: • There may be a need for an expert sales force. dealers and other intermediaries may be unwilling to sell the product • Existing distribution channels may be owned by.selling direct Introduction A key decision a business has to make about distribution is whether to sell “direct”. Traditional methods include mail order. and door-to-door calling. The main advantages of selling direct are that there is no need to share profit margins and the producer has complete control over the sales process. Direct marketing means selling products by dealing directly with consumers rather than through intermediaries. This method of distribution is usually called “direct marketing”.

there are significant costs associated with selling direct which may be higher than the costs associated with using an intermediary to generate the same level of sales. the products and brands of many producers) at the point of sale • Producers may not have sufficient resources or expertise to sell direct.However. There are several potential advantages of using an intermediary: • More efficient distribution logistics • Overall costs (even taking into account the intermediaries’ margin or commission) may be lower • Consumers may expect choice (i.e. Kent Sales Network .

KENT RO SYSTEMS LTD. In this strategy we meet unknown customers in the market to know about their perceptions about the product & to know through really conversations about what they really want. P U R P OSE OF ST U D Y . DISTRIBUTOR DIRECT SALES DIRECT SALES EXECUTIVE CHANNEL SALES DEALERS DEALERS CUSTOMERS CUSTOMER : Cold calling is another strategy which is adopted by me. Then we match our product with the customer’s needs and preferences.

Though we have read so many books on the topic yet the practical training is of great importance. Questionnaire: First of all I made questionnaire (Annexture-1) in PUNJAB GREENFIELD RESOURCES LTD (PGRL). Then I visited the super marts & asked the customers & retailers to fill it . In order to understand this difference I met with different types of clients in the market and understand the difference.Through it I observed the prices of the competitor’s product & perception regarding our company’s product which was yet to be launched.It is well known fact that today the theoretical knowledge is not as powerful as practical approach to the things. It gives practical experience and understanding. . There is a difference between classroom study and industry. I hope that this practical experience will be helpful for me in the future. It is always seen that a man with only theoretical knowledge lags behind a man with theoretical and as well as practical knowledge.

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