You are on page 1of 42

CHAPTER1- INTRODUCTION

1.1 THE TOPIC: “OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS”

At HDFC Bank, I was assigned with the topic as “Opening Savings Accounts by 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

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.

2

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.

PROMOTER 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.

BUSINESS FOCUS 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.

3

CAPITAL STRUCTURE The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the 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. DISTRIBUTION NETWORK 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 The Bank also has a network of about over 2526 networked ATMs across these cities. to various leading stock exchanges, the Bank has branches in the centers where the Moreover, NSE/BSE HDFC Bank's ATM network can be accessed by all domestic and international has a strong and active member base. Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

4

Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry. All the bank's branches have online connectivity. Mr. 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. Prior to this. The Managing Director. has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. 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. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy. administration. expertise and technology to create a competitive advantage and build market share. BUSINESS FOCUS HDFC Bank's mission is to be a World-Class Indian Bank. the Bank has succeeded in leveraging its market position. TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems.MANAGEMENT Mr. Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. industry and commercial banking. Senior executives representing HDFC are also on the Board. Mr. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). Aditya Puri. which enables the bank to offer speedy funds transfer facilities to its customers. Jagdish Capoor took over as the bank's Chairman in July 2001. to build the infrastructure for a world class bank. Capoor was a Deputy Governor of the Reserve Bank of India. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking 5 . The Bank has made substantial efforts and investments in acquiring the best technology available internationally. In each of its businesses.

with The Bank also has its long term unsecured. 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. CARE has assigned the rating of "CARE AAA" for the subordinated factors are very high". consistent with the bank's risk appetite. Fitch Ratings India Pvt. CRISIL has assigned the rating "AAA / Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue.services for target retail and wholesale customer segments. The bank is committed to maintain the highest level of ethical standards. Ltd. Credit Rating The Bank has its deposit programs rated by two rating agencies . CARE has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues. Corporate Governance Rating The bank was one of the first four companies. Customer Focus. the ratings awarded were the highest assigned by the rating agency for those instruments. has assigned the rating "AAA (ind)" with the outlook on the rating as "stable". The bank has been assigned a 'CRISIL GVC Level 1' rating which indicates 6 that the bank's capability with respect to wealth creation for all its stakeholders while adopting sound corporate governance practices is the highest. Ltd. which represents instruments considered to be "of the best quality. (100% subsidiary of Fitch Inc. subordinated (Tier II) Bonds rated by CARE and the Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds outlook on the rating as "stable". The Credit Rating Information Services of India Limited (CRISIL).Credit Analysis & Research Limited (CARE) and Fitch Ratings India Private Limited. . The Bank's Fixed Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE.) has assigned the "tAAA ( ind )" rating to the Bank's deposit programme. Tier II Bonds while Fitch Ratings India Pvt. Product Leadership and People. In each of the cases referred to above. This rating indicates "highest credit quality" where rated "protection by CARE and CRISIL Ltd. HDFC Bank's business philosophy is based on four core values . carrying negligible investment risk". professional integrity. RATING I.Operational Excellence. 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". and to achieve healthy growth in profitability. which subjected itself to a Corporate Governance and Value Creation (GVC) rating by the rating agency. II. corporate governance and regulatory compliance.

Loans. For individuals. Mutual fund etc. individuals as well as corporate and small and medium enterprises.2 PRODUCT SCOPE: HDFC Bank offers a bunch of products and services to meet the every need of the people. the company has a range accounts. 7 . Non-funded services. Forex and payment services. The products of the company are categorized into various sections which are as follows: Accounts and deposits. investment. For organizations the company has a host of customized solutions that range from Funded services. The company cares for both. Customer center.2. and pension scheme. The customers can choose the suitable one from a range of products which will suit their life-stage and needs. Investments and Insurance. Value addition services. These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company. Cards. different types of loans and cards that assist the customers.

Institutional Savings Account .Premium Salary Account .Regular Salary Account .Pension Saving Bank Account .Defence Salary Account .2.Kid's Advantage Account .Classic Salary Account . Accounts & Deposits .Kisan No Frills Savings Account .Apex Current Account . PERSONAL BANKING A.Payroll Salary Account .Kisan Club Savings Account .Regular Current Account .SavingsMax Account .Senior Citizens Account .Family Savings Account .Max Current Account 8 .Premium Current Account .Regular Savings Account .3 PRODUCTS AND SERVICES AT A GLANCE 1.Plus Current Account .Trade Current Account .No Frills Account .Savings Plus Account .

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

Mudra Gold Bar D.Mutual Funds .Insurance .Financial Planning .Equities & Derivatives .Cash To Master . Investments & Insurance .ForexPlus Card E. Payment Services .Foreign Currency Cheque Deposits .Direct Pay .Bonds .Bill Pay .C.Travelers’ Cheques .Foreign Currency Cash .Visa Money Transfer 10 .Foreign Currency Drafts . Forex Services .Knowledge Centre .Trade Finance .Net Safe .Prepaid Refill .Foreign Currency Remittances .

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

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

2. Small & Medium Enterprises Funded Services Non-Funded Services Specialized Services Internet Banking C. Corporate Funded Services Non Funded Services Value Added Services Internet Banking B. Wholesale Banking A. Financial Institutions & Trusts Banks Financial Institutions Mutual Funds Stock Brokers 13 .

"Best Bank" in India. Best listed Bank of India. ‘Employer Brand of the Year 2007Global HR Excellence Awards . they are proud to say that they are well on our way towards that goal. Pacific HRM Congress: ‘Best Bank Award’. Financial Services Awards Asian BankerManaging Director Aditya Puri won the Leadership achievement Award for India. Dun & Bradstreet – American Express Corporate Best Bank Award 2007 The Bombay Stock Exchange and Nasscom ‘Best Corporate Social Responsibility Foundation's Business for SocialPractice’ Award. 2007 Business Today-Monitor Group survey One of India's "Most Innovative Companies". The Asian Banker Excellence in RetailBest Retail Bank in India.3. One of Asia Pacific's Best 50 companies. Best Local Cash Management Bank in Large and Medium segments. Best Domestic Bank. Business Today ‘Corporate Best Bank’-Award.First Runner-up.2. Euromoney Awards 14 . It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally. 2006 Business Today Forbes Magazine Business world The Asset Magazine's Triple A Country Awards Asiamoney Awards Best Bank in India.Asia 2008’-Award. Responsibility Awards 2007 Outlook Money & NDTV ProfitBest 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. MILESTONES IN THE HISTORY HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class Indian Bank". Financial Express-Ernst & Young Award Best Bank Award in the Private Sector category. Today.

2005 The Business Today-KPMG Survey "Best Bank in India" for the third consecutive year in 2005. Best Bank in India Hong Kong-based Finance Asia magazine "Company of the Year" Award for Economic Times Awards Corporate Excellence.Avaya Global Connect Customer Responsiveness Awards 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 .2005 Asiamoney Awards Asiamoney Awards The Asian Banker Excellence Best Domestic Commercial Bank Best Cash Management Bank . Retail Banking Risk Management Award in India.2004 One of India's Most Respected Companies .2004 Best Domestic Bank in India .India .2004 Operational Excellence in Retail Financial Services . 100 Best Smaller Size Enterprises in Asia/Pacific and Europe .2004 Most Improved company for Best Management Practices in India .2005 Economic Times . Best Domestic Bank in India Region The Asset Triple A Country Awards 2005 Best Local Cash Management Bank in India US$11-100m .2004 Best Under a Billion. The Business Today-KPMG Survey "Most Customer Responsive Company Banking and Financial Services .2004 15 .

India" Euromoney magazine "Best Bank in India Asiamoney magazine Commercial Bank in India 2002 2001 Hong Kong-based Finance Asia magazineBest Domestic Commercial Bank .2003 FE-Ernst & Young Best Banks Survey Best Bank in the Private Sector – 2003 Outlook Money Best Bank in India -2003 Business Today Best IT User in Banking -2003 NASSCOM & economictimes.India Hong Kong-based Finance Asia magazine"Best Domestic Commercial Bank India "Best Bank in India Euromoney magazine Named in The 300 Best Small Forbes Global 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 The Economic Times 2000 Hong Kong-based Finance Asia magazineBest Domestic Commercial Bank .2003 Best Domestic Bank in India -2003 The Asset Triple A Country Awards BusinessWorld . 200 Best Small Companies .2003 Forbes Global Best Under a Billion.India 16 .com .India Hong Kong-based Finance Asia magazine"Best Local Bank .IT Users Awards 2002 Hong Kong-based Finance Asia magazineBest Local Bank .The Business World MostOne of India's Most Respected Companies Respected Company Awards Best Cash Management Bank The Asset magazine Best Trade Finance Bank The Asset magazine Best New Private Sector Bank .

and now if this deal happens. The balance sheet size of the combined entity would be over Rs. HDFC Bank said. Centurion Bank of Punjab stated.4. geography and experienced staff to its franchise. We believe that Centurion Bank of Punjab would be the right fit in terms of culture. HDFC Bank was looking for an appropriate merger opportunity that would add scale.500 talented employees. Mr. 1. amongst private sector Banks) a strong deposit base of around Rs. 2008 and approved. Chairman. 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.Hong Kong-based Finance Asia magazine "Best Domestic Commercial Bank India Best Domestic Bank Euromoney magazine " India 's Best Bank" Business India Named in The 300 Best Small Forbes Global Companies one of the "20 for 2001" best FE-E&Y Best Banks small companies 2. Chairman. “These are exciting times for the approach Indian banking industry. 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 17 on a global level.” significantly exploit opportunities in a market globally recognized as one of the fastest growing. 1. This opportunity arose and we thought it is an attractive route to supplement HDFC Bank’s organic growth. the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank. The combined entity will be an even greater force in the market. Rana Talwar. The bank today has a large nationwide network.” years. 7. HDFC said. Managing Director. it would be the largest merger in the private sector banking space in India. The Scheme of Amalgamation envisages a share exchange ratiocombined entity HDFC Bank fornationwide network of 1. and strong leadership positions in the market place. 850billion. the first to get a banking license. the first to do a merger in the private sector with amongst Times Bank in 1999.500 Commenting on the proposed merger. Mr. “Over the last few Centurion Bank of Punjab has set benchmarks for growth. Aditya Puri.148 branches (the largest The of one share of would have a twenty nine shares of Centurion Bank of Punjab. The proposed merger will position the combined entity to to business.200 billion and net advances of around Rs. an extremely valuable franchise. “We were billion. strategic intent and Mr. subject to due diligence.” . Deepak Parekh. I’m particularly bullish about the potential of business synergies and cultural fit between the two organizations.

07 Unaudited 206916 145362 56047 Year ended 31. “We are extremely pleased to receive the go ahead from our board to pursue this opportunity. Managing Director and CEO. The proposed merger would further improve the franchise and customer proposition offered by the individual banks.06.08 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 2426 d) Others 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 .5 FINANCIAL FIGURE UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30. A merger between the banks provides significant synergies to the combined entity.06.03. Shailendra Bhandari. Centurion Bank of Punjab said.Mr. 2008 Particulars Quarter ended 30.” 2.08 Unaudited 362173 263638 95121 Quarter ended 30.

10/.each) 42462 32123 159018 - 15 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) 318764 (excluding Provisions & Contingencies) 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 46435 Paid up equity share capital (Face Value of Rs.

3% 1 0.No.0 4 6.2% NIL 13. of shares .5% 0.2 1 0.5% 0.Percentage of Shareholding 342173776 80.3% 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.5% 1.0 (b) Diluted EPS before & after extraordinary items (net of tax expense) -not annualized 10.4% 0.not annualized Public Shareholding 18 .3% 71016 21424 1.7% 150274 49607 1.8 (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) .3% 27198992 0 76.) NIL 12.0 4 5.3% 90697 29852 1.6 20 .6% (a) Basic EPS before & after extraordinary items (net of tax expense) –not annualized 11.6% 250744008 75.

The bank does this by offering life insurance and pension products. it will aim to manage their investments very carefully and live up to this trust.2. INNOVATION: Recognizing the different needs of our customers. the bank offers a range of innovative products to meet these needs. Hence. TRUST: The bank appreciates the trust placed by their policy holders in the bank. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE” TEAM WORK JOY AND SIMPLICITY 21 .6 QUALITY POLICY SECURITY: The bank provides long term financial security to their policy.

The communication technique and dealing with the customers is also a problem to the sales executives. HR is not able to sort out the problem why the performance is not coming even after giving the full marketing support.2 SECONDARY OBJECTIVES: To determine the need and purpose of a sales executive.2 OBJECTIVES OF RESEARCH PROJECT: 3. 3. To offer suggestions based upon the findings.1 PRIMARY OBJECTIVES: To open new savings accounts by convincing customers and to promote the benefits of those which are provided by the bank.RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT 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. To understand the deciding criteria for people to become sales executive. To study brand image of the bank.2. 3. 22 . To find the different way of convincing customers.2.CHAPTER 3. To increase the business of the bank.

4 PRODUCT SCOPE: Studying the increasing business scope of the bank. 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 . 3. Corporate marketing of products. The management is conducting the same research on a big ground while my contribution is tiny. Market segmentation to find the potential customers for the bank.3. Customers’ perception on the various products of the bank. 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. CHAPTER4.

4.All the findings and conclusions obtained are based on the survey done in the working area within the time limit.2. Exploratory Study: To determine the approximate area where the problem lies.1. A structured questionnaire was framed as it is less time consuming.2.1 RESEARCH PLAN: 4. Moreover respondents prefer to give direct answers. I have collected data from people linked with different profession at Pune. 4.2. both the types of questions has been used. Due to time limitation and other constraints direct personal interview method is used. Preliminary Investigation: In which data on the situation surrounding the problems shall be gathered to arrive at The correct definition of the problem. easier to tabulate and interpret.1.2 COLLECTION OF DATA: 24 .1 DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administration. generates specific and to the point information.2 RESEARCH DESIGN: Research was initiated by examining the secondary data to gain insight into the problem. 4. An understanding of its environment. In questionnaires open ended and closed ended.1. By analyzing the secondary data. the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement. 4. 4. I tried to select the sample representative of the whole group during my job training.

Lawyers.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity. preserved information in the company’s database and website of the company.1: Secondary Data: It was collected from internal sources. 4. Professionals and House Wives of Pune. They were the main source of Primary data. management books. Sample Technique: Random Sampling. Sampling Units: Different professionals Chartered Accountants. 2: Primary data: All the people from different profession were personally visited and interviewed. Business Man. magazines. I have prepared the questionnaire according to the necessity of the data to be collected. Contact Method:Personal Interview.3 SAMPLING PLAN: Since it is not possible to study whole universe. news papers. 4. official records. it was necessary for me to take a sample size of 200 respondents. 4. Primary data collection will base on personal interview. it becomes necessary to take sample from the universe to know about its characteristics. The secondary data was collected on the basis of organizational file. Research Instrument: Structured Questionnaire.4 SAMPLE SIZE: My sample size for this project was 200 respondents. 25 . Tax Consultants. The method of collection of primary data was direct personal interview through a structured questionnaire. Since it was not possible to cover the whole universe in the available time period.

Age Category Number of Respondents 26 Percentage . INTERPRETATION AND PRESENTATION Q1. CHAPTER5-DATA ANALYSIS. All the work was limited in some limited areas of Pune so the findings should not be generalized. money was not given it was difficult to continue the project work.4.Your Age? TABLE Serial No. The area of research was Pune and it was too vast an area to cover within 60 days. As stipend.6 RESEARCH LIMITATIONS: It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days.

4.1. 30% respondents are unmarried. 35% respondent’s age are 27 to 29 years. 30% respondent’s age are 30 to 35 years. 1 2 Category Married Unmarried Total No. 3. 27 . 18-23 Years 40 24-29 Years 70 30-35 Years 60 35 Years and above 30 Total 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. No. Marital Status? TABLE Sr. 15% respondent’s age are 35 to above years. Q2. 2. 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.

Q3. 40% respondents are Graduate. 1 2 Category Less than five years More than five years Total No. of Respondents 50 80 70 200 Percentage 25% 40% 35% 100% Base 200 respondents GRAPH Interpretation From the table and graph above it can be seen that 25% respondents are Under graduate. Educational Qualification? TABLE Sr. 1 2 3 Category Under graduate Graduate Post graduate Total No. Q4. 35% respondents are Post graduate. 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 . No. Number Of year’s Are You in Pune? TABLE Sr. No.

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. Q6. 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. No. 26% respondents Occupation is Profession. No. Q5. Your Occupation? TABLE Sr. 54% respondents Occupation is Service. 61% respondents are in Pune for more than five years.39% respondents are in Pune for less than five years. Your annual household income? TABLE Sr. 1 2 3 Category Business Profession Service Total No.

No. 5% respondent’s annual household income is more than 8 lacs. 15% respondent’s annual household income is between 5 to 8 lacs.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 Category Yes No Total No. 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. Are you a member of a club/gymkhana? TABLE Sr. 58% respondents are not member of a club/gymkhana. 31% respondent’s annual household income is between 2 to 5 lacs. 30 . Q7.

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

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. Do you have all the documents which are required to open an account? TABLE Sr. 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. No. 1 2 Category Yes No Total No.Q10. 25% respondents do not have all the documents which are required to open an account with the bank Q11. of Respondents 40 160 70 Percentage 20% 80% 100% Base 200 respondents GRAPH Interpretation 32 . No.

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

services was considered as unsought good which require hard core selling. Through this project. It is on the brim of increasing its customers through its attractive schemes and offer. 34 . The bank already has good number of employees on board and is recruiting Sales Executives heavily to take the headcount to many more. 59% respondents are not known about HDFC Bank’s recruitment policies related to sales executives. the demand for banking sector is increasing day by day. the banking arm of HDFC is expected to go on stream. but in changing trend in income and people becoming financially literate. CHAPTER6.1 CONCLUSIONS: HDFC Bank. 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. 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.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.CONCLUSIONS AND SUGGESTIONS 6.

According to my findings Company’s promotional activities for recruiting sales executives are also very less. So.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. Hoarding & Banners. Print Media. . Minimum balance for savings account should be reduced from Rs 5000 to Rs 1000. 2. at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector. Stalls in Trade Fares 4. 6. 3. I hope the company finds my analysis relevant. Distribution of leaflets containing details information. so that people who are not financially strong enough can maintain their account properly 35 . The bank should provide life time valid ATM card to all its customers. following activities of advertisement should be done through 1. Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing.

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

QUESTIONNAIRE 37 .ANNEXURES 1.

.... Address: ……………………………………………………………………..Pin: …………………..State: ………………………...QUESTIONNAIRE Dear Sir/Madam. 1. 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.. 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”. Education Qualification... Your Age: ____________________ 2..... Name: ………………………………………………………………………. . Undergraduate Graduate □ □ 38 .

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

Do you want to open an savings account with HDFC Bank? Yes No Will tell later □ □ □ 10.7. What is your perception about different products and services offered by HDFC Bank? Lucrative Not lucrative No idea □ □ □ 9. 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 . Do you have all the documents which are required to open an account? Yes No □ □ 11.

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

S.com www. Kasande Research Methodology 2.R.Kothary S. WEBSITES www.BIBLIOGRAPHY 1.google.com 42 43 .P.hdfcbank. NEWS PAPERS Times of India Financial Express 3. Ramaswamy C.BOOKS th Marketing Management (10 Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) AUTHORS Philip Kotler V.