Sales and Distribution for Tata Motors and Fiat in India

Sales and Distribution for Tata Motors

Summer Training Report on
Sales and Distribution for Tata Motors
Submitted Partial fulfilment for the award of degree of Master of Business Administration Academic Session: 2011-13

Submitted By: Vikas Singal MBA 3rd Semester Roll No:736/MBA/11

P.D.M.COLLEGE OF ENGINEERING Maharshi Dayanand University, Rohtak2011

Sales and Distribution for Tata Motors and Fiat in India

DECLARATION

Sales and Distribution for Tata Motors and Fiat in India

CERTIFICATE

Sales and Distribution for Tata Motors and Fiat in India

ACKNOWLEDGEMENT
I express my sincere gratitude to my industry guide Mr.Abhishek Grover ,

DIRECTOR, Grover Motors, for his able guidance, continuous support and cooperation throughout my project, without which the present work would not have been possible.

I would also like to thank the entire team of Grover Motors, for the constant support and help in the successful completion of my project.

Also, I am thankful to my faculty guide Mr T.V.Raman of my institute, for his continued guidance and invaluable encouragement.

1. Research Methodology 3.1 Conclusion and Recommendations 5.2.2 Learning from the Internship References Annexure (Sample Questionnaire) 34 44 47 77 80 82 . Findings and Analysis Chapter 5. Objectives 1. Industry Profile 1. INTRODUCTION 1.3.Sales and Distribution for Tata Motors and Fiat in India Contents Declaration Certificate from Faculty guide Acknowledgement Executive Summary Chapter 1.3 Data Collection Techniques Chapter 4.1 Types of Research 3. Conclusion 5.2 Data Collection Procedures Used in my Research 3. 7 Chapter 2: Distribution of Tata Motors Chapter 3. Company Profile PAGE NO.

The main purpose of pursuing my Summer Internship at Tata Motors was to get a better understanding of the Indian Automobile Industry. I had taken a dealership as a case study. The research started by conducting a small pilot study on a few respondents. To analyze the sales and distribution of TATA motors. I conducted the survey on the existing customers of the company towards the sales and service of the vehicles. were also surveyed to get a broader picture of their preferences. and the strategies which may improve the sales of the same. Consumers. By working in a dealership I came to know about the distribution channel of the company. I applied the tool of Questionnaires to collect data.this process easily detects the errors in the questionnaire which may otherwise be overlooked.Sales and Distribution for Tata Motors and Fiat in India EXECUTIVE SUMMARY My Study will be limited to speedometers with reference to Sales and Distribution for Tata Motors in India.the kind of customers it caters to. I wanted to specifically get an overview of Tata Motor‟s business group. . from eclectic age groups. the attributes which influence the sales of cars. Also.

1 Objectives    To study the distribution channel of Tata motors. . To analyze the customer's satisfaction by conducting a research. To conduct sales of cars of Tata Motors.Sales and Distribution for Tata Motors and Fiat in India INTRODUCTION 1.

Sales and Distribution for Tata Motors and Fiat in India 1.1 billion. The Maruti 800 became popular because of its low price. In the matter of population India is the second largest country in the world with a population of 1.1% of India‟s GDP (nominal) and the valuation of the industry is about US$ 34 billion.e. It contributes 3. Tata Motors. From the decades in the Indian automotive industry there were only few vehicle models but then also there is a good lead time to get a car after the booking. India's motorcycle market with an annual sale of 5 million units is the second largest around the globe. Eleventh largest passenger car market. Fifth largest bus & truck market (by volume) around the globe. But it has a very small land mass as compared to China. With this growing pace India by 2016 is expected to be the seventh largest automobile market and by 2030 worlds 3rd largest behind US & China. high fuel efficiency. This sector in India is growing at a very fast rate and it has crossed China in terms of selling the Units. India has become an attraction for car manufacturers around the Globe as a graph of its ownership of car i. reliability and modern features relative to its competition at the time. India has Fourth largest commercial vehicle market.2 INDUSTRY PROFILE AUTOMOBILE INDUSTRY IN INDIA In the fast moving world with the biggest countries with huge economies India has managed to be the eleventh in the world for annual production of 2 million units approximately. Until 1980‟s Hindustan Motors and some small manufacturers Premier Automobiles. In this respect it is just next to China. Ashok and Standard Motors held an oligopoly till the time when Maruti Udyog Suzuki came into existance after the death of the great Indian politician Sanjay Gandhi who championed the need for a "people's car". Bajaj Auto. Automobile industry in India comprises of 13 million direct and indirect employees. It quickly gained over 50% of the market share. 7 per 1000 people. Late 1890‟s is the time when Automobile was introduced in India but it came into existence only after the independence in 1947. So with changing .

094 units compared to 78.144 units in the corresponding period last fiscal during the April-September having a growth rate of about 35.7 33.Sales and Distribution for Tata Motors and Fiat in India economy. competition. (HSCI). the biggest car maker of the country. Performance of vehicle is increasing day by day. selling 41. 93.5 Source: Society of Indian Automobiles Manufacturers.43. Inspite of having manufacturing of major foreign automakers based in India our Indian Domestic Automobile Companies are leading in the Market. selling 2. Maruti Suzuki is the largest passenger vehicle company & Hero Honda is the largest motorcycle company in India.2009  Mahindra & Mahindra Ltd's (M&M) cumulative sales with exports were 1.22 11.8 per cent  Honda Siel Cars India Ltd. 2009. leading manufacturer of premium cars in India.536 vehicles as against 2. Tata Motors is the largest commercial vehicle company.853 units. Mahindra & Mahindra.1 % in cumulative sales for the period January to August. having a growth of 16.06. . Ashok Leyland and Bajaj Auto are some more leading automobile manufacturers. and urge to grow big we are here with more than 100 Models and every moth with a new model to offer.01 20. its fuel efficiency and reliability has no match with others around the globe. having a growth rate of about 20.  Maruti Udyog Ltd.7 per cent during April-August.41 13. Keeping in mind the comfort of the people and their choice the models are prepared.638 units against 35. Automobile Domestic Sales Trends (Number of Vehicles) Category Passenger Car Total Passenger Vehicles Total Commercial Vehicles Three Wheelers Total Two Wheelers Grand Total 2006-07 882208 1143076 351041 359920 7052391 8906428 2008-09 1076408 1379698 467882 403909 7857548 10109037 % change 22.28 12.211 in the corresponding year last year.

totally owned subsidiary of General Motors Corporation. Tavera Hyundai Accent. growth of over 22 per cent from a year ago.  Car-maker General Motors India (GM). Indigo Marina Rs.681 units in India from January to August.720 units in the same month last year.Sales and Distribution for Tata Motors and Fiat in India  DaimlerChrysler sold 1. 3 Lakhs      Ambassador Fiat Palio Hyundai Santro. Motorbike exports from India have grown to 3 to 21 to 321 units in the AprilAugust period this fiscal from 2 to 37 to 103 units in the same period last year. Omni Reva Nano Under Rs. Esteem.   Hero Honda crossed the 2 million unit sales mark during the Jan-Aug period. Elantra Mahindra Scorpio Maruti Baleno Toyota Innova Tata Safari Rs. Indigo XL. Getz Chevrolet Opel Corsa Maruti Zen. reported a 114 % increase in domestic sales during August at 5. 5-10 Lakhs     .817 units against 2. Alto. CARS BY PRICE RANGE  Maruti 800. Optra Magnum. 3-5 Lakhs       Chevrolet Swing. Wagon R. Versa. Gypsy Ford Icon & Fiesta Tata Indica.

a Pimpri-Chinchwad neighbourhood of Pune. They manufacture three wheelers. multi utility and cross country vehicles. tractors and now heavy commercial vehicles. Captiva Mitsubishi Pajero Audi A4 Opel Vectra Honda Accord Mercedes C Class Toyota Camry Rs. Founded in 1958.Sales and Distribution for Tata Motors and Fiat in India     Mitsubishi Lancer. Mitsubishi Cedia Honda City ZX Mahindra Bolero Hyundai Sonata Embera   Toyota Corolla Ford Mondeo & Endeavour Chevrolet Forester Skoda Octavia & Combi Honda Civic Rs. 10-15 Lakhs       Honda CR-V Maruti Suzuki Grand Vitara Terracan & Tucson. light commercial vehicles. 15-30 Lakh       Major Companies List of automobile manufacturers in India Indian companies Force Motors Force Motors was formerly known as Bajaj Tempo Ltd. India.  Gama. it is located in Akurdi. Cruiser .

5 tonne to 49 tonne in haulage vehicles. two plants at Hosur (called Hosur I and Hosur II. Hindustan Motors Hindustan Ambassador Hindustan Motors is one of the oldest Indian car manufacturers.5th Generation Vauxhall Victor Ambassador . It is still very popular as a taxi and is widely used by Indian politicians. Many people have come to associate India with Ambassador and is a prominent part of the Indian landscape. not just manufacturing Jeeps but also agricultural equipment and light trucks. For over five decades. from 7. Ashok Leyland offers a wide range of products.     Trekker (Discontinued) Landmaster (Discontinued) Contessa (Discontinued) . Challenger Ashok Leyland Ashok Leyland is a commercial vehicle manufacturing company based in Chennai. Ashok Leyland has six manufacturing plants . Ashok Leyland has been the technology leader in India's commercial vehicle industry. for the assembly of Austin Cars.Sales and Distribution for Tata Motors and Fiat in India  Trax. In 1948. moulding the country's commercial vehicle profile by introducing technologies and product ideas that have gone on to become industry norms. The Company's destiny and name changed soon with equity participation by British Leyland and Ashok Leyland commenced manufacture of commercial vehicles in 1955.a version of the 1950s Morris Oxford Mahindra & Mahindra Limited Mahindra Classic The automotive section of Mahindra started off when a first batch of seventy five Utility Vehicles (UVs) was imported in CKD condition from Willys in 1947. Toofan. along with a Press shop). Ashok Motors was set up in what was then Madras. It has come a long way. the assembly plants at Alwar and Bhandara.the mother plant at Ennore near Chennai. India. marine and genset applications. from numerous special application vehicles to diesel engines for industrial. From 18 seater to 82 seater double-decker buses. . It is best known for the Ambassador which has been virtually unchanged for about 30 years.

3 L or 1. 1990. huge headlamps and roof mounted lights.6 L engine) was introduced in October. but revived and re-branded as the Zen Estilo) Alto Esteem(Discontinued) Baleno . the Maruti 800. made by Maruti Udyog was the first ever contemporary sedan-type car launched in India.81 lakh. 3.Sales and Distribution for Tata Motors and Fiat in India         Armada (Discontinued) Voyager Discontinued) Bolero Commander CL MaXX Scorpio Mahindra and Mahindra Classic This was an open jeep with good off roading capabilities. it was back then the costliest car released in the Indian market. Then it brought out The Maruti 1000. The car (which Suzuki sold in other countries as the Cultus/Swift/Geo Metro with a 1. == Maruti Suzuki Maruti 800 Maruti Gypsy Maruti Udyog was formed as a partnership between the Government of India and Suzuki of Japan. Sold at Rs. It brought India its first "affordable" car.(Discontinued) Baleno Altutra . a 4*4 and 4*2 option. It is the biggest car manufacturer in India and especially dominant in the small car sector.(Discontinued) .         800 Omni 1000 (Discontinued) Maruti Zen (Discontinued. Then the company replaced it with Esteem and from that days on a line of Suzuki cars rolled out in the Indian market.

The Fiat Uno was one of the first products to be introduced. thanks to Indian movies and the rich who have been importing these cars for decades. The Fiat Palio was later introduced and was initially a big hit with its style and ride comfort coupled with solid build but has slowly lost its sheen due to low fuel efficiency. It set up the plant to circumvent high import duties.000 units per annum. and also house an engine manufacturing unit with a capacity of 250. Tamil Nadu. The facility will enable the two companies to make about 200.000 cars per annum. Other models were introduced such as the Palio Weekend and Siena. Even Michael Schumacher appeared in an ad for the Palio. It roped in Sachin Tendulkar as one of its brand ambassadors. near Pune.    3 Series 5 Series 7 Series Fiat Fiat India has struggled in India since its inception. The alliance will also see . It has entered now into an alliance with Tata Motors to jointly manufacture cars at its plant in Ranjangaon. to manufacture cars locally exclusively for the local market with no plans for export.Sales and Distribution for Tata Motors and Fiat in India         Gypsy Swift SX4 WagonR Versa Zen Estilo .First Generation Suzuki MR Wagon Grand Vitara . It has set up a plant in Chennai. Fiat tried re-branding of the Fiat Siena to Fiat Petra without much success.First Generation Suzuki Grand Vitara Eigo Multi-national companies BMW BMW is manufacturer of prestigious sport sedans that are known for their nimble handling. BMW enjoys good brand recognition in India.

The Ford Escort 1.0L petrol .3 litre multijet diesel engine .  Escort (Discontinued) .Was launched to phase out the Escort.0L Duratorq diesel and 142 bhp 2.Was Ford's offering to the D segment in India in 2001. The first model was the Escort. Among the famous owners of the Ford Escort was Azim Premji who drove a black one for almost eight years until he traded it for a Toyota Corolla. Power and Associates 1997 Indian Customer Satisfaction Study.  Mondeo (Discontinued) . Ford is known for launching new versions with some minor cosmetic changes every now and then.for its own vehicles. Power India Initial Quality Study.          Uno(Discontinued) Palio Palio Stile Siena(Discontinued) Siena Weekend (Discontinued) Petra(Discontinued) Adventure Punto Linea Ford Motors Ford entered India in collaboration with Mahindra & Mahindra in 1995 with a major plant in Tamil Nadu.D.the 1.3 Liter petrol termed Alpha and 1. The diesel version was fancied by many due to the fact that diesel was available at half the price of petrol(gasoline/gas) in India at that time.It was offered with a 1.8 was ranked the highest in the J.D. available with a choice of petrol and diesel version.  Ikon .Sales and Distribution for Tata Motors and Fiat in India Tata Motors use Fiat's diesel technology . the car did well. It was also voted the Best Quality Car in the J. and at a time when the car wars in India had just begun. It was available with both 2. was brought in as a CBU from Belgium with Ghia being the only trim version available. The two companies also have a distribution and service partnership.5 Liter Diesel engine termed Orion. known for the Rocam engine.

4 cyl 101 bhp (75 kW/102 PS) engine with 5 speed manual transmission.4 L diesel engines.3 L Accord available in India at that time. GM's Indian operations were originally a JV between Hindustan Motors and GM. They were made popular as the vehicle of choice of the heroes in Bollywood movies. General Motors Chevrolet has been one of the most recognized brands in India for several decades. with most of GM's vehicles assembled at Hindustan's plant in Halol. Since then. But buyers stayed away as it was more expensive than the Accord. but the Opel brand was dropped in March 2006 because sales were at an all time low due to high prices and General Motors wanted to focus more on their Chevrolet brand. Since the Chevrolet brand was introduced in India.5 L. GM India is now wholly owned by GM. It is alleged that the Mondeo performed better than the 2. Bill Ford made a personal visit to launch the car in India. In 2007 a diesel version was launched which has the same 1. Gujarat.Sold as the Ford Everest in other parts of Asia and based on the Ranger pickup.6 L petrol and 1. It was the first car to be offered with Xenon HID headlamps in India.was launched as an Urban Activity Vehicle available with a 1.4 L 68 bhp (51 kW/69 PS) engine as the Fiesta.Launched in November 2005 and was Ford's fifth model in India. it was offered in both 4X4 and 4X2 options but with only a 2. Turbocharged & Inter cooled Diesel Engine and manual transmission.(Discontinued) Rebadged First Generation Subaru Forester Aveo .6 L .Rebadged Isuzu Panther Forester . General Motors initially entered India with the Opel brand. Cars from Chevrolet are:    Tavera .Second Generation Daewoo Kalos sedan . The model lineup consists of vehicles from cheaper sister brands like Daewoo. The diesel version was phased out in 2003.  Fusion . and is available in 1.  Fiesta . 4 Cylinder In-line.  Endeavour . there have been no new Opel products.Sales and Distribution for Tata Motors and Fiat in India Duratec engines.

The most Expensive .Was launched in July 2006 in India 6 months after the international debut. and CR-V. All were four cylinder engines.was introduced.the City.First Generation Daewoo Kalos hatchback Optra .initially offered in two options. The manufacturing plant of Honda Siel is located in Greater Noida. EBD as standard. a face lifted version . It is also the first in its class to feature reverse swing .  Civic . de-tuned for better fuel efficiency. It offered more interior space and with bright and refreshing interiors.It was introduced in India in July 2001. Accord. It sells 4 cars in India .Sales and Distribution for Tata Motors and Fiat in India       Aveo UV-A . It is sold in three versions Accord VTi-L M/T. Civic. Surprisingly Honda gave the new City less powerful engines and decided to improve the fuel efficiency. a VTEC engine model too was introduced.5 liter producing 100 bhp (75 kW/101 PS).Was launched in India in December 1997 .  Accord .The Honda Accord V6. The model of Accord sold in India is the 2003 model. At the same time. A 1. the standard i-4 and V-6 have be de-tuned which produce less power compared to the American models.3 liter engine producing 90 bhp (67 kW/91 PS) and a bigger 1. The car is the first in this segment in India to offer unprecedented safety features like ABS. About two years later. Accord VTi-L A/T and Accord V6 A/T. Two years later a VTEC option was also offered.CITY ZX . The new City features a 1.5 liter engine producing 77 bhp (57 kW/78 PS). In October 2003 the City underwent a major revamp and is popularly called as New Honda City (NHC).Formerly Daewoo Matiz in India Cruze Captiva Honda Honda Siel Cars entered India in 1995. the I-4 produces 142 bhp (106 kW/144 PS) while the V6 produces 221 bhp (165 kW/224 PS). Both the engines.Rebadged Daewoo Lacetti SRV .  City .Rebadged Daewoo Lacetti Spark . The most inexpensive car from Honda The City.

. in a much better fashion now. It was and is still offered with a 2.           Santro .second generation Hyundai Accent sedan Sonata .It was introduced in India along with the Accord. They signed up Bollywood actor Shah Rukh Khan and their excellent advertising campaign made Hyundai a household name and helped it reach the second place behind market leader Maruti Suzuki.third generation Hyundai Accent sedan Getz . especially after the arrival of the other luxury German manufacturers.Sales and Distribution for Tata Motors and Fiat in India windshield wipers.  CR-V . the brand was virtually unknown in the Indian market.3rd generation Hyundai Elantra sedan Terracan (discontinued) Tucson i10 .second generation Hyundai Atos Accent .sold as the Getz Prime Elantra . The only problem with the car with respect to India is its low ground clearance. global launch in India in 2007. I20 Renault-Nissan  Logan In partnership with Mahindra and Mahindra Mercedes-Benz     M-Class S-Class E-Class C-Class Mercedes-Benz has had to cater to the ever growning luxury segment in India. Hyundai When Hyundai entered India.4 liter i-VTEC engine producing 152 bhp (113 kW/154 PS).brand new small car.sold as the Sonata Embera Verna .

3rd Generation Toyota Kijang Camry .      Qualis (Discontinued) . The most expensive car from Toyota is a very powerful SUV .Second Generation Mitsubishi Pajero Montero . which was launched in India in 2005. It stopped producing the Toyota Qualis to make way for the Toyota Innova. Mitsubishi Motors     Lancer .     Octavia Superb Laura Fabia Toyota Toyota Kirloskar sells 4 car models in India.The Land Cruiser Prado. Toyota Kirloskar Motors LTD is a joint venture between Toyota Motor Corporation and the Kirloskar Group.Seventh Generation Mitsubishi Lancer Pajero . It recently launched the Laura. Mercedes-Benz cars are launched in India soon after the worldwide launch and homologation as opposed to earlier. when Mercedes-Benz had monopolized the niche Indian market.Sixth Generation Mitsubishi Lancer Cedia .6th Generation Toyota Camry Corolla .3rd Generation Toyota Prado SWOT STRENGTHS  Largest production base about cars per day .9th Generation Toyota Corolla Innova Land Cruiser Prado . the Octavia still continues to exist.Third Generation Mitsubishi Pajero Škoda Škoda is an important car manufacturer of India.Sales and Distribution for Tata Motors and Fiat in India Now. Skoda also offers the Superb in India but it's not too popular.

OPPORTUNITIES  Largest market in Europe and also good market in India. WEAKNESS  Low emphasis on research and development  Technology in automobile is out dated.  Produces the most fuel efficient vehicles.  Good infrastructure in Europe.  Market share of 30% in the Indian car industry. .  Good technical support and service abroad.  Good customer support.  Highly efficient and technical staff abroad.  Well established networking and distribution system in 30 countries of the world.Sales and Distribution for Tata Motors and Fiat in India  Different model exported to different country. THREATS  Competition from the automobile industry of the world.

3 COMPANY PROFILE a. in .Sales and Distribution for Tata Motors and Fiat in India 1. Maharashtra. and has its headquarters in Mumbai. In 2004 it also bought Daewoo's truck manufacturing unit. (NYSE: TTM) . Pune and Singur. Tata Motors has its manufacturing base in Jamshedpur. now known as Tata Daewoo Commercial Vehicle. Lucknow. 320 billion during 2001-2006 which was among the top 10 corporate profits in India. when the company began making trains. based on figures for 2006. The OICA ranked it as the world's 21st largest vehicle manufacturer. One of the world's largest manufacturers of commercial vehicles and known for its hatchback passenger vehicle Tata Indica.[1] Tata Motors was established in 1945. Tata Motors gained Rs. Review of literature on the company Tata Motors Tata Motors Limited (formerly known as TELCO (TATA Engineering and Locomotive Company). It is a part of the Tata Group. Tata Motors was first listed on the NYSE in 2004.is India's largest passenger automobile and commercial vehicle manufacturing company.

Passenger Cars Business Unit).” Mr. In March 2005. after sales support and more convenience to Fiat customers. 1. Commenting on the commencement of the Tata-Fiat dealer network. the Tata Sumo and the Tata Safari.Sales and Distribution for Tata Motors and Fiat in India South Korea. “Tata Motors is delighted to be partnering Fiat India in bringing a larger portfolio of products under a single roof at our joint dealerships. Tata Motors commences distribution of Fiat Cars across India Tata Motors and Fiat India Private Limited announced the commencement of the new Tata-Fiat dealer network to sell both Tata and Fiat branded cars. The beginning of operations of the Tata-Fiat dealer network follows the agreement. On 10 January 2008. Mr. at Auto Expo 2008 in Pragati Maidan. noted for its Rs 100.000 price-tag. Delhi. said. “The coming together of Tata and Fiat through the dealer network sharing signifies better service. said. Between the Tata and Fiat brands.6 Sports) and the Fiat Adventure (1. Giovanni de Filippis. Vice-President (Manufacturing & Commercial . 2006. Discussions are on to explore other areas of co-operation. Our customers have always been delighted with the superior build quality of our cars. Sr. Tata Motors. The 28 Tata-Fiat dealers will sell the Fiat Palio (1. in 11 cities across India. and all Tata Motors Passenger Vehicles . it acquired a 21% stake in Hispano Carrocera SA. the company is in a position to offer one of the widest product offerings in the Indian market with the promise of several exciting options to come. the Tata Indigo Marina. giving it controlling rights in the company. The Tata-Fiat dealer network comprises 25 existing Tata Motors Passenger Vehicles dealers and 3 existing Fiat India dealers.6 Sports). announced by the Fiat Group and Tata Motors on January 13.the Tata Indica. 1. Rajiv Dube.2 EL PS. Tata Motors launched their much awaited Tata Nano. along with service and sales of spare parts. Managing Director of Fiat India Private Limited. the Tata Indigo. to cooperate on dealer network sharing. The after sales support .2 ELX. The execution of the distribution arrangement is the first initiative post the signature of the Memorandum of Understanding signed between the Fiat Group and Tata Motors in September 2005. on which specific announcements can be expected once their feasibility is established.

well renowned for unsurpassed design. and comfort. celebrated for value. . with its renewed brand strategy for the Indian market. including the Fiat Petra. and innovation and whose mass produced cars are distributed over almost the entire price class spectrum. Fiat India Private Limited. performance. Maserati (acquired in 1992) represents a landmark in the history of the automobile. Lancia (acquired in 1969) means prestige cars noted for their elegant styling. economy.Sales and Distribution for Tata Motors and Fiat in India that comes with the Tata trust will complement this. when the company was founded in Turin.” Existing Fiat dealers will continue to retail the full range of Fiat offerings. The Fiat Group‟s Automobiles Sector operates world-wide with the following brands: Fiat. Ferrari (acquired in 1969). is a legendary automobile that imparts special cachet to its owner. About Fiat One of the pioneer companies in the automobile industry. Fiat has produced more than 85 million passenger cars and light commercial vehicles. and luxury. including no less than 400 models. Alfa Romeo (acquired in 1986) is famous as a maker of sport and luxury vehicles of style and distinction. Italy. is focused on the premium end of the B & C category in the growing automobile sector. and Fiat is confident of serving its customers better. Some of them have represented milestones in the automotive industry. since 1899.

. Fiat‟s superiority in design and technology has been re-emphasized from the fact that its 1.3-multi jet has been chosen as the “Engine of the Year 2005” in the 1 to 1. safety.4 litres by the Jury of the “International Engine of the Year” award.Sales and Distribution for Tata Motors and Fiat in India Fiat Adventure Sport is the latest offering targeted at the new generation of customers who enthusiastically seek out the latest trends in style. engine and performance.

It took five years for the company to begin the commercial . Time line and milestones Tata Motors launches its first truck in collaboration with Mercedes-Benz 1960-1986 Tata Motors is the 2nd largest commercial vehicle maker in India. It is currently headed by Ratan Tata. Tata Motors commands an imposing 65% market share in the domestic heavy commercial market. The company is trying to modernise its range of commercial vehicles. in September 2006. TML Financial Services (TMLFS). The company has the workforce of 24000 employees working in its four plants and other regional and zonal offices across the country. It started its journey in 1960 with the manufacturing of first commercial vehicle (a copy of a Daimler Benz model) in Pune. Historical analysis Background Tata Motors is a company of the Tata and Sons Group.Sales and Distribution for Tata Motors and Fiat in India b. Tata Motors hived off its vehicle finance business into a separate subsidiary. founded by Jamshetji Tata. World over it is the world's fifth largest medium and heavy commercial vehicle manufacturer. Tata Motors' range of passenger cars is still not comprehensive by international standards. In commercial vehicles.

Tata 407. it acquired the Daewoo Commercial Vehicle Company of South Korea. in order to expand rapidly. Furthering the trail of JVs it signed a joint venture agreement with Tata Holset Ltd... the company introduced a variety of new models. the company adopted the route to joint ventures. 1987-1996 Tatamobile introduced in 1989. for manufacturing turbochargers to be used on Cummins engines.. it launched compressed natural gas (CNG) buses and also filled the product line gap through the introduction of the 1109 vehicle which is an intermediate commercial vehicle and is useful for medium tonnage loads. Post liberalization. in 1986. UK. The reasons behind the acquisition were:  Company‟s global plans to reduce domestic exposure The domestic commercial vehicle market is highly cyclical in nature and prone to fluctuations in the domestic economy. for the manufacture of high horsepower and emission friendly diesel engines. Since the domestic commercial vehicle sales of the company are at the mercy of the structural economic factors. . Tata Motors has a high domestic exposure of ~94% in the MHCV segment and ~84% in the light commercial vehicle (LCV) segment. Tata Novus In 2004. Inc. The company plans to diversify into various markets across the world in both MHCV as well as LCV segments. It introduced the Ex. Post 2000. it is increasingly looking at the international markets. Considering the road infrastructure of the country which does not support heavy vehicles the company adopted a route for light commercial vehicles (LCV). It was an effort made to reduce the pollution in the existing Tata engines and to produce more environmentally friendly engines.Sales and Distribution for Tata Motors and Fiat in India production of heavy commercial Vehicles.series vehicles with high tonnage capacity and high pick up and also came out with the entirely new LCV (207 DI) with direct ignition technology to cater to the customers' requiring one and same vehicle for commercial as well as personal use. It came out with its first LCV. 1997-2006 In 2000. In 1993 it signed with Cummins Engine Co.

Tata plans to leverage on the strong presence of TDCV in the heavy-tonnage range and introduce products in India at an appropriate time. Ace. The joint venture will absorb technology and expertise in chassis and aggregates from Tata Motors. sensing the huge opportunity in the fully built bus segment. it continued its expansion through the introduction of new products into the market range of buses (Starbus & Globus). Joint ventures In 2005. a Brazil-based global leader in bus body building.. This joint venture is to manufacture and assemble fully-built buses and coaches targeted at developing mass rapid transportation systems. LCV sales of Tata Motors had . By October 2005.A. Tata Ace The latest hit of Tata Motors is its mini truck Ace. but sales were not strong and production finished in April 2005 when MG Rover went bankrupt. It was an instant hit. Analysts opined that Ace had changed the dynamics of the light commercial vehicle (LCV) market in India by creating a new market segment termed the SCV segment. and Marcopolo will provide know-how in processes and systems for bodybuilding and bus body design. MG Rover was purchased by Nanjing Automobile of China three months later. Tata Motors acquired 21% stake in Hispano Carrocera SA. since the launch of Ace. Tata Motors has also formed a 51:49 joint venture with Marcopolo S. This was mainly to cater to the international market and also to cater to the domestic market where a major improvement in the Road infrastructure was done through the National Highway Development Project On its journey to make an international foot print. Spanish bus manufacturing company and introduced its high-end inter-city buses in the country. but when car production resumed in 2007. A venture with British carmaker MG Rover saw the launch of the CityRover in 2003. India's first indigenously developed sub-one ton mini-truck. was launched in May 2005.Sales and Distribution for Tata Motors and Fiat in India  To expand the product portfolio Tata Motors recently introduced the 25MT GVW Tata Novus from Daewoo‟s (South Korea) (TDCV) platform. Ace rapidly emerged as the first choice for transporters and single truck owners for city and rural transport. the City Rover was not part of the production plans. This car was based on the Tata Indica and built alongside it in India.

gained access to Fiat‟s diesel engine technology and is likely to gain access to the latter‟s strong overseas distribution network for its passenger cars.537 units due to the rising demand for Ace. Tata Motors plans to launch the new pick-up in India. South Africa. Tata Motors is looking to extend this relationship to other segments like pick-ups and MHCVs. The launch of the global truck will mark the entry of the company into developed markets like Europe and the United States. Europe. in which Tata Motors will hold a 70% stake. Tata Motors became the only major engine manufacturer in the world (aside from a Briggs & Stratton emissions test) to express any formal interest in the turbulenceboosting cylinder head grooves invented by Somender Singh (Mysore). The company has formed a joint venture with Thailand‟s Thonburi. the second largest pick-up market in the world. The company also plans to expand its global footprint with the launch of „Global Truck‟ and „Global Pick-up‟ in domestic and international markets by 2007-08. The Ace was built with a load body produced by Autoline Industries. through its joint venture with Fiat. 2007 [3] By 2005. The project was initially a collaboration between Tata Motors and its subsidiary Tata Daewoo Commercial Vehicles. and in other regional markets. The joint venture will set up a plant with capacity to manufacture pick-ups a year and will sell them in Thailand. producing 300 load bodies per day for Tata Motors.6 percent to 28.Sales and Distribution for Tata Motors and Fiat in India grown by 36. . Southeast Asia. Turkey and Saudi Arabia. but later Tata Motors decided to work with Iveco as Daewoo‟s design was not in sync with the needs of sophisticated European customers. Autoline In 2005. The joint venture product is likely to be a part of Tata Motors‟ „Global pick-up‟ plans. Autoline was Tata Indigo Tata Motors.( Exhibit-1) an independent auto assembler.

2008. The terminal life policy for commercial vehicles and move toward international taxing policies linked to age of vehicles.. but a final decision for the sale was yet to be taken". Effect of Government Policy on Tata Motors CV Division Commercial Vehicles segment sector has been at the forefront of the strong showing by the automotive industry over the past few years. It also forced them to take on export obligations to fund their auto part imports and required them to submit to a schedule for increasing the share of locally made parts in their cars.. Investments in making auto parts by a foreign vehicle maker will also be considered a part of the minimum foreign investment made by it in an auto-making subsidiary in India.Sales and Distribution for Tata Motors and Fiat in India 2008 onwards On January 3rd. Following factors have led to growth in sales:  The cut in excise duty that enabled manufacturers like Tata Motors to reduce prices  The attractive financing offers and freebies enabled by low interest rate policies by Government   the need to transport higher volumes of agricultural and industrial goods Low interest rates Tata Xover New auto policy considered by Government of India last announced an automobile policy in December 1997. The policy required majority-owned subsidiaries of foreign car firms to invest at least $50 million in equity if they wished to set up manufacturing projects in India. Auto policy of Government of India (GOI) envisions to establish a globally competitive automotive industry in India and to double its contribution to the economy by 2010. . GOI policy has rightly recognized the need for modernizing of vehicles to arrest degradation of air quality. An Indian cabinet panel will soon consider a new automobile policy that aims to set fresh investment guidelines for foreign firms wishing to manufacture vehicles in the country. The Hindu Business Line reported that Ford Motor Company (US) named Tata Motors the "preferred bidder for Ford's British marquees Jaguar and Land Rover . Mere car assembling operations were not welcomed. are steps in the right direction which will lead to increased sales for Tata motors Commercial vehicle division.

which might affect its growth negatively Global competition Tata Motors have some distinct advantages in comparison to other MNC competitors. It manufactures commercial and passenger vehicles. The benefit is that Tata has been able to exchange expertise. There are favorable Government polices and regulations to boost the auto industry i.000 people. Tata Motors Limited is the largest car producer in India. Tata motors have extensive backward and forward linkages and it is strongly interwoven with machine tools and metals sectors. SWOT SWOT Analysis . Incentive for R&D. Thus Tata Motors CV will have to face tough competition in near future. India is an excellent source for IT based engineering solution for products & process Integration.e. and to only transplant a couple of senior managers from India into the new market.Tata Motors Limited The company began in 1945 and has produced more than 4 million vehicles. For . and employs in excess of 23. whom will make India as a production hub and export to nearest market. c. The policy sets an export target of $1 billion by 2005 and $2. The policies adopted by Government will increase competition in domestic market. There are strong supporting industries i.Sales and Distribution for Tata Motors and Fiat in India The move is aimed at helping India emerge as a hub for global manufacturing and sourcing for auto parts. motivate many foreign commercial vehicle manufactures to set up shops in India. Strengths  The internationalisation strategy so far has been to keep local managers in new acquisitions. There is definite cost advantage as labor cost is 8-9 percent of sales as against 30-35 percent of sales in developed economies.7 billion by 2010. auto component industry has world class capabilities. There is huge demand in domestic markets due to infrastructure developments and Tata Motors is able to leverage its knowledge of Indian market.e.

3 million. Indian market. and the companies have an agreement to build a pickup targeted at Central and South America. Two of the World's luxury car brand have been added to its portfolio of brands.'  The company has a strategy in place for the next stage of its expansion. which put Tata Motors Limited at a disadvantage with competing car manufacturers. Tat has not got a foothold in the luxury car segment in its domestic. Opportunities  In the summer of 2008 Tata Motor's announced that it had successfully purchased the Land Rover and Jaguar brands from Ford Motors for UK £2. and will undoubtedly off the company the chance to market vehicles in the luxury segments. but it also has a programme of intensive management development in place in order to establish its leaders for tomorrow.  The company has had a successful alliance with Italian mass producer Fiat since 2006. Not only is it focusing upon new products and acquisitions.Sales and Distribution for Tata Motors and Fiat in India example after the Daewoo acquisition the Indian company leaned work discipline and how to get the final product 'right first time. For example. Jaguar and Land Rover (see opportunities and strengths).  Despite buying the Jaguar and Land Rover brands (see opportunities below). This has enhanced the product portfolio for Tata and Fiat in terms of production and knowledge exchange. Weaknesses  The company's passenger car products are based upon 3rd and 4th generation platforms. the Fiat Palio Style was launched by Tata in 2007. . Is the brand associated with commercial vehicles and low-cost passenger cars to the extent that it has isolated itself from lucrative segments in a more aspiring India?  One weakness which is often not recognised is that in English the word 'tat' means rubbish. but they would buy into Fiat. Would the brand sensitive British consumer ever buy into such a brand? Maybe not.

retailing at little more than a motorbike. However the company has put in place a very proactive Corporate Social Responsibility (CSR) committee to address potential strategies that will make is operations more sustainable. Therefore Tata Motors Limited has to catch up in terms of quality and lean production.  The range of Super Milo fuel efficient buses are powered by super-efficient. is now the right time to move into this segment? The answer to this question (and the one above) is that new and emerging industrial nations such as India. This could impact its underpinning competitive advantage. the new Land Rover and Jaguar models will cost up to 85 times more than a standard Nano!  The new global track platform is about to be launched from its Korean (previously Daewoo) plant. Threats  Other competing car manufacturers have been in the passenger car business for 40.  Nano is the cheapest car in the World . These are the opportunities. Whilst the World is getting ready for greener alternatives to gas-guzzlers. is the Nano the answer in terms of concept or brand? Incidentally. South Korea and China will have a thirst for low-cost passenger and commercial vehicles. Other players developing luxury cars targeted at the Indian market . as Tata globalises and buys into other brands this problem could be alleviated.  Sustainability and environmentalism could mean extra costs for this low-cost producer. 50 or more years. For example ICICI bank and DaimlerChrysler have invested in a new Pune-based plant which will build 5000 new Mercedes-Benz per annum.Sales and Distribution for Tata Motors and Fiat in India  Tata Motors Limited acquired Daewoo Motor's Commercial vehicle business in 2004 for around USD $16 million. The bus has optional organic clutch with booster assist and better air intakes that will reduce fuel consumption by up to 10%. Again. ecofriendly engines. it has left itself open to competition from overseas companies for the emerging Indian luxury segments. Obviously.  Since the company has focused upon the commercial and small vehicle segments. at a time when the World is looking for environmentally friendly transport alternatives.

In fact the entire Indian market has become a target for other global competitors including Maruti Udyog.Sales and Distribution for Tata Motors and Fiat in India include Ford. Many of Tata's products run on Diesel fuel which is becoming expensive globally and within its traditional home market.  Rising prices in the global economy could pose a threat to Tata Motors Limited on a couple of fronts. The price of steel and aluminium is increasing putting pressure on the costs of production. Ford and others. . General Motors. Honda and Toyota.

It usually starts with manufacturer then to distributor and then finally reaches in the hand of consumer. There are several steps which complete the entire cycle. The dealers place the order through the sales representatives who visit them periodically. This is the main cycle which is used globally.Sales and Distribution for Tata Motors and Fiat in India 2 Distribution Strategy/ Channels of the Tata Motors and Fiat in India Distribution of the product Distribution Method Distribution always takes place through a cycle but it is different with the products. Some of the companies make the distributor totally responsible from appointing the dealers to providing after sales service. 2nd distribution channel 2. . In this type of channel the company uses its sales representatives to deal with the dealers directly. The area of operation and its potential is also taken into consideration. Retail may takes place before it reaches to the consumer. In this channel of distribution the company appoints distributors on the basis of District/ Population /No of Dealers to be handled by one distributor. MANUFACTURER – DISTRIBUTOR – CONSUMER 1st distribution channel 1. Some companies appoint Direct Dealers who act as their Franchisee Outlets or their Exclusive showrooms. and the products are delivered directly from the company.

. 4th distribution channel 4. The company appoints distributors to deal with small dealers who order small quantities. In this channel of distribution the company appoints Distributors as well as Direct Dealers. The C&F agent is totally responsible for appointment of Distributors and Direct Dealers.Sales and Distribution for Tata Motors and Fiat in India 3rd distribution channel 3. He sells to both the Distributors and the Direct Dealers at the same rates. In this channel the company appoints a C&F agent who acts on behalf of the company. With the dealers who have good potential and sales the company deals directly.

Sales and Distribution for Tata Motors and Fiat in India DISTRIBUTION NETWORK TATA MOTORS TATA MOTORS TIER I VOLUME RESELL E rR Distributors System Integrators Own sales force TIER I Value Resellers Resellers CUSTOMER .

Sales and Distribution for Tata Motors and Fiat in India

CHANNEL STRUCTURE
Scenario 1 Scenario 2

Company‟s warehouse

Customer

(Placing Order Directly) (Direct billing)

Customer

To save the consumer from paying extra amount in the form of taxes and duties a consumer can directly place an order with the Tata Motors warehouse is a pictorial representation of the same, also there maybe a case where all the 4 or any one of the national Dealers have warehouses in Singapore and consumer places order with these distributor then in that case these distributors will place the order to Tata Motors which will have direct billing with the distributors and distributors will have direct billing with the consumer. How do the finished products of your company move from your end to consumer’s end?

CONSUMER

RESELLER

In this distribution network a customer with the small requirement reaches the reseller who buys the product from the big distributors like Ingram, Redington,Tech pacific and iris. How the finished products moves from Tata Motors end to consumer’s end:

CONSUMER

RESELLER

Sales and Distribution for Tata Motors and Fiat in India

In this distribution network a customer with the small requirement reaches the reseller who buys the product from the big distributors like Ingram, Redington, Tech pacific and iris. SALES FORCE Tata Motors

BUSINESS

VALUE RESELLER

This model is drawn to show that for named accounts or big business opportunities it is the companies‟ own sales force and system integrators (value resellers), which hunts down the prospective business.

Distribution Channels
Channel Structure 1. Outside Pune

Tata Motor Organization C&F Distributer Retailer Consumer

Sales and Distribution for Tata Motors and Fiat in India

2. There are 17 C&F and 50 distributors who directly deal with Tata Motor. Functions performed by different channel member 1. The main functions of different channel members are to supply goods, to achieve targets and to increase sales. 2. One of the main functions of C&F is to achieve the targets assigned to them. They are responsible for all the activities of their areas. 3. The sale of other goods including the sale of its entire outlet is around 150 crores. Selection of Channel members: Channels members are selected if the following facilities are available:1. 2. 3. 4. 5. 6. Godown Facilities Experience sale persons. Van, truck, three-wheelers for transportation. Registered office. Proper computer facility of maintaining accounts. Financially strong.

Financial terms and conditions Tata Motor takes the full payment in advance from the distributor and C&F. Most probably it takes Cheque if it is local payment and Demand Drafts if it is central payment. From some distributors Tata Motor also take cash also but always try to avoid it. No credit facilities are given to any distributor or C&F. Tata Motor keep some blank cheques from some distributor and C&F even before taking the order and use the cheque after delivering the goods. Distributor and C&F mostly sale goods on credit basis which varies from one to another. Tata Motor give 6-7% discount to C&F and distributor. No margin is given to them. But they give margin of 10-12% to retailers. Tata Motor is responsible if any goods spoiled or leak on the way in its transport. Tata Motor also give 1-2% discount that takes responsibility of spoiled goods. Mainly these options are given to those who are very far from Raipur and occurred heavy expense of transport to return back the goods. To promote sale Tata Motor give extra discount of 2-3 % where the sale is low.

Sales and Distribution for Tata Motors and Fiat in India

Order processing Sale persons of C&F and distributors go to the retailers of their areas and bring the order daily. After that they give order in the Corporate Office of Tata Motor in Raipur to the general manager. From corporate office general manager give order in the factory. the order is ready to deliver and confirming from the corporate office, the goods are delivered in the trucks. Order within Raipur and the places near Raipur delivered within 24 hours. Order outside Raipur delivered according to the distance. It takes from 24 hours to 72 hours. Every distributor and C&F has a fixed day in a week to give order. Warehousing Tata Motor has its own warehouse, which is manage by its own staff. The order of Tata Motor is delivered by truck. Tata Motors pay expenses for transportation from which the Tata Motor deals directly. Sales functioning: Factors taken into account while assigning targets and territories     Population of the area. Income of the consumers in that area. Sales during festival seasons. Area cover.

Targets Targets are decided by the owner of the Tata Motor for every distributor and C&F. Every year targets are increased by 10-15%. All the Distributor and C&F have to achieve minimum 90 % of its targets monthly and remaining has to adjust with the next month target. There is a meeting held every month of C&F and distributors with the General Manager of Tata Motor where they find reasons for not achieving the targets and how they overcome by this problem. In this meeting extra benefits are also given for achieving the targets. Responsibilities of the sales person  To supply goods.

To report about the sale. Registered office.Sales and Distribution for Tata Motors and Fiat in India     To make new customers. They frequently visit outlet of Tata Motor India within Raipur and outside Raipur to check the sales and whether the target is achieving or not. They are responsible for achieving the target assign to them. The channel members also supply goods in the outlets of the Tata Motor India. Functions performed by different channel member       The main functions of different channel members are to supply goods and give monthly report in the organization. They also promote Tata Motor India Tata Car. Performance Appraisal The manager on the targets basis checks the performance of the sales person. Godown Facilities. The sales persons give daily report to the manager and on that basis the performance is checked and new target is assigned. To bring the order from retailers of their area. Asked around 1. Selection of Channel members: Channels members are selected if the following facilities are available:       Financially strong. It is check as regard to achieve target.5 crore for franchise Space required – 12000 Sq feet Preference given in Mall Selection of channel member for the Franchise . The performance appraisal is check on monthly basis. Transport facilities. The main role of showroom is to supply goods to the area that are assign to them. To promote Tata Motor Tata Car.

The credit time is not same for the entire distributor. which is manage by its own staff. Order processing From the main office the order is passed in the factory where production manager note down the order and report back to the office when the order is ready. Warehousing:Tata Motor India has its own warehouse.      Outside Raipur the payment is received at the time of delivered of goods. It takes from 24 hours to 72 hours. There is an increase in target of 510% annually both for distributor. The targets of both are checked quarterly by the sales manager and if the target are not seen to be achieve then Tata Motor India sent their own sales person and try to increase the sales. The Finance department of the company decides the credit period of the Distributor after consulting by sale manager. Order within Raipur and the places delivered within 24 hours. Sales Distributions Factors taken into account while assigning targets and territories     Targets achieve last year. Area covered by the Distributors. Sale made during Festivals seasons. Extra benefit of 1-2% given to distributors who have achieved their annual target. Order outside Raipur delivered according to the distance. Responsibilities of the sales person . Financial terms: In Raipur the Sales of Tata Motor India is done mainly on credit basis. Targets The sales manager decides targets of the distributors.Sales and Distribution for Tata Motors and Fiat in India    Transport Facilities Godown available. Maximum 15 days allowed paying the payment. Locations (for outlets).

But in other parts of the country Tata Motor distribute the Tata Car through C&f and Tata Motor India distribute through Super.       Tata Motor doesn‟t give franchise but Tata Motor India does and offer around 1-2 crores for that. Tata Motor increases the annual target of Distributor and C&f by 10-15% whereas Tata Motor India increases by 5 – 10%. which are manage by their own staff. To report about the sale and steps taken to increase the sale. Comparison of Sales and distribution in Tata Motor and Tata Motor India  In the distribution channels both the organization have same distribution channel. Performance Appraisal The sales manager checks the performance of the sales person on target basis and the area covered. The owner of Tata Motor checks the annual target of all the distributors and C&F whereas in Tata Motor India Sales manager checks it. Both have their own warehouses. To bring the order from retailers of their area. But the main functions of both are more or less same. Tata Motor take the payment in advance but Tata Motor India takes payment at the time of delivering of the goods and also gives credit to some dealers. To promote Tata Motor India Tata Car. The performance of the Sales person is check on monthly basis in Tata Motor whereas on quarterly basis in Tata Motor India. The performance appraisal is check on quarterly basis and on that basis there Sales Manager assigns new target.Sales and Distribution for Tata Motors and Fiat in India      To supply goods to distributors and in outlets. To make new customers. .

1 Types of research Based on the objectives of the study. I undertook an intensive review of the automobile industry in India. These factors were then filtered to form a set of the most important alternatives. While conducting my study. the pilot survey was conducted among 6 individuals from the sales force of the company to find out the errors.2 Data collection procedure used in my research : Pilot Study After constructing the questionnaire. the possible decision alternatives. if any.Sales and Distribution for Tata Motors and Fiat in India Research Methodology 3. which might affect a consumer‟s and a retailer‟s decision regarding the purchase of vehicle and which brand they prefer. .Exploratory research is conducted when one is seeking insights into the general nature of a situation. and screened some issues which I as a researcher felt needed more clarification or study. I used exploratory research.My exploratory research conducted brought out a host of factors which affect the customer buying attitude. 3.  Descriptive research. and the relevant variables that need to be considered. there are two types of Research:  Exploratory Research. which was flexible and was aimed at identifying all the attributes that provides satisfaction to customers before and after buying a vehicle. The purpose was to find an accurate snapshot of the market environment of automobiles.

It was also important as researchers to respect the samples time and energy hence the questionnaire was designed in such a way. Field work Field work is a general descriptive term for the collection of raw data direct from the consumers. so that the technical language does not intimidate the respondent. the questionnaires were filled by me and not given to the respondents.Sales and Distribution for Tata Motors and Fiat in India Questionnaire The questionnaire method has come to the more widely used and economical means of data collection. I had to take the feedback from the existing customers of Tata Motors to know about their satisfaction level and the areas in which the company was lagging. Some important points which I kept in mind while doing the fieldwork Making the respondents comfortable before questioning them by introducing ourselves as students of Amity Business School and ensuring the respondent that all information collected is only for academic purpose and will be kept absolutely confidential. as opposed to secondary research. The researchers found it essential to make sure the questionnaire was easy to read and understand to all spectrums of people in the sample. that its administration would not exceed 4-5 minutes. The questionnaires were personally administered.     Ensuring that we fill the questionnaires ourselves. In my research. . The common factor in all varieties of the questionnaire method is its reliance on verbal responses to questions. written or oral. Not leading a person into any preconceived notion. It plays an important role in collecting the data. As far as possible. Using simple language. Not influencing the respondents‟ answers in any way/form. My sample size was 157.

   SPSS Software Microsoft Excel Microsoft Word .Sales and Distribution for Tata Motors and Fiat in India 3. I collected them by following methods –      Internet Books Published Articles Journals Newspaper Articles Data Interpretation Tools Following software‟s has been used during analysis and compiling of data.3 Data collection techniques Primary data   Pilot Study Questionnaire Secondary data It refers to the already existing data.

2 100.8 100.0 Valid Percent 22.0 17.0 .9 42.9 65.0 17.2 17.8 100.0 82.9 42.Sales and Distribution for Tata Motors and Fiat in India 4.2 17.0 Percent 22. FINDINGS AND ANALYSIS Q 1) Which of the following best describes your line of work? Cumulative Frequency Valid services business student Taxi services Total 36 66 27 28 157 Percent 22.

0 Valid Percent 12.1 56.Sales and Distribution for Tata Motors and Fiat in India From this we interpret that most of the customers in that area are business people followed by service class.9 100. Q2) What parameters do you seek in a car before buying Cumulative Frequency Valid brand popularity Performance looks & style Total 19 69 69 157 Percent 12. The housewives do not come to the showroom for the service or purchase of cars.9 100.9 43.9 43.0 Percent 12.1 43.1 43.1 100.0 .

0 Q4) Which company's car do you possess Frequency Valid Tata Fiat Total 106 51 157 Percent 67.9 100.5 100.5 32.5 34.0 Valid Percent 11.0 Valid Percent 67.5 100.0 Most of the customers prefer buying Tata cars over Fiat . Brand name does not play a vital rule in it.0 12. Q3) how long have you been associated with tata motors Frequency Valid 0-1 1-3 3-5 more than 5 Total 18 54 66 19 157 Percent 11.5 32.5 100.9 87.5 34.0 12.1 100.Sales and Distribution for Tata Motors and Fiat in India The customers look for performance and looks& style in a car before purchasing it.4 42.1 100. .0 Cumulative Percent 11.5 45.0 Cumulative Percent 67.4 42.

3 100.0 Cumulative Percent 80.4 43.Sales and Distribution for Tata Motors and Fiat in India Q 5) If rebuying would you select Tata of Fiat Frequency Valid Yes No Total 127 30 157 Percent 80.3 29.0 Cumulative Percent 27.4 70.7 100.0 Valid Percent 27. Q 6) What parameter important for rebuying Frequency Valid post sales service Mileage maintenance cost Total 43 68 46 157 Percent 27. most of them consider mileage of the car as an important parameter for rebuying decision.0 Valid Percent 80.4 43.9 100. this is the reason they can rebuy this company‟s car .0 The customers are satisfied with their cars .9 19.1 100.9 19.1 100.0 Of all the customers of TATA motors .3 29.3 100. .

3 92. Q7 b) employees spend enough time with you before sales Frequency Valid 3 4 5 Total 24 121 12 157 Percent 15.9 21.1 7.3 100.0 Cumulative Percent 1.9 21.0 Valid Percent 15.1 7.0 Valid Percent 1.8 8.4 100.8 8.0 68.7 100.3 77.3 100.6 100.Sales and Distribution for Tata Motors and Fiat in India Q7a) rate tata motors on following parameter knowledgeable sales person Frequency Valid 2 3 4 5 Total 3 33 108 13 157 Percent 1.0 The customers feel that the employees spend sufficient time before the sales .6 100.9 22.0 Cumulative Percent 15.0 The salesperson at the company are rated fairly knowledgeable.0 68.3 77.9 91.

0 94.4 87.0 Valid Percent 9.3 100.Sales and Distribution for Tata Motors and Fiat in India Q7b) employees spend enough time with you after sales Frequency Valid 2 3 4 5 Total 6 27 115 9 157 Percent 3.0 Cumulative Percent 9.7 100.8 17.2 73.6 34.2 5.8 53.0 Cumulative Percent 3.8 21.8 17.7 100.5 12.5 12.1 100. Q7 c) Spare parts availability Frequency Valid 2 3 4 5 Total 15 39 84 19 157 Percent 9.2 73.0 Valid Percent 3.0 The customers also feel that the employees spend good enough time even after sales is conducted.1 100.8 53.6 24.6 24.2 5.0 .9 100.

3 100.2 67.0 .4 100.2 67.6 100.7 100.2 84.2 69. Q7d) Is the Vehicle in good condition at the time of delivery Frequency Valid 3 4 5 Total 27 109 21 157 Percent 17.4 13.0 The vehicle delivered at the time of ownership and after sales is presented in good condition.0 Cumulative Percent 17.4 13.3 100. It leaves a positive impression on the customers. Q7e) Are the prices affordable Frequency Valid 3 4 5 Total 27 106 24 157 Percent 17. Representation of anything is an important feature.5 15.4 100.0 Valid Percent 17.2 69.2 86.Sales and Distribution for Tata Motors and Fiat in India The customer has a mixed opinion to the availability of the spare parts at the service center .5 15.0 Cumulative Percent 17.But still the majority has a positive view to it that the spare parts are readily available.0 Valid Percent 17.

spare parts are rendered affordable by the customers. This happens in a condition when a company is following low pricing strategy.5 88.9 100. The company has not much scope to offer discounts.0 . Q7g) Is the décor of the waiting area pleasing Frequency Valid 2 3 4 5 51 88 15 3 Percent 32.4 92.5 98.0 Valid Percent 13. Q7f) Are there any attractive discounts offered Frequency Valid 2 3 4 5 Total 21 124 9 3 157 Percent 13. But in the long run the strategy is beneficial. They rather look for cheaper options elsewhere.9 Valid Percent 32.Sales and Distribution for Tata Motors and Fiat in India The prices of the service.5 56. It is an important parameter because all the other companies charge high values on spare parts.1 9.6 1.7 1.4 79.0 This analysis states that there are less attractive discounts offered by the company.0 5. The customers become hesitant in getting their cars serviced at the authorized service center.0 5. This sometimes can even go against you.1 100.7 1.4 79.9 Cumulative Percent 32.1 100.1 9.0 Cumulative Percent 13.9 100.4 98.6 1. There is tendency among people to cherish the discounts that is offered to them.5 56.

9 5.7 61.1 9.9 7.0 This is the point that the company should improve on.1 100.5 98.0 Valid Percent 1.9 100.1 9. The customers perceive the décor of the waiting area not up to the standards.9 5.Sales and Distribution for Tata Motors and Fiat in India Is the décor of the waiting area pleasing Frequency Valid 2 3 4 5 Total 51 88 15 3 157 Percent 32.5 56.9 100. The company should give a serious thought on improving this .7 28.8 1. Q7h) Is post sale follow ups done regularly Frequency Valid 1 2 3 4 5 Total 3 9 45 97 3 157 Percent 1.7 28.5 88.7 61.9 100.6 1.6 1.3 98.9 100.0 Cumulative Percent 32.6 36.1 100.0 Valid Percent 32.5 56.0 Post sales follow up is done on regular basis as seen from the analysis Q7i) Are the complaints responded quickly .0 Cumulative Percent 1.8 1.After giving the car for service the customers wait for their cars in the waiting lounge.

6 100.0 Valid Percent 5.9 7.4 100. the customers feel that their vehicles have been properly taken care of. The mean value of the sample is 3.0 Valid Percent 1.8 21.0 The complaints are duly attended and responded quickly by the employees. All the complaints have been looked after.2 9.7 59.2 9.6 31.6 100.0 When the vehicle is given for servicing.7 3. Q7 j) Is the service at Tata Motors excellent Cumulative Frequency Valid 1 2 3 4 5 Total 3 9 27 103 15 157 Percent 1.9 5.4 100.2 65.2 65.63 which is above average .6 100.6 9.2 90.6 100.7 3.8 90.7 17.8 21.0 Percent 5.Sales and Distribution for Tata Motors and Fiat in India Cumulative Frequency Valid 1 2 3 4 5 Total 9 6 34 93 15 157 Percent 5.75 Q7k) .7 59. The mean value comes to be 3.0 Percent 1.7 17.6 24.9 5.6 9.7 9.

7 44. The mean is 3.1 100.6.0 Percent 3.1 100.8 19.0 The mean value is 3.9 100.3 61.6 15. the customers find the car value for money.96 Q 8) payment procedure preference .Sales and Distribution for Tata Motors and Fiat in India Are all the commitments fulfilled Cumulative Frequency Valid 1 2 3 4 5 Total 6 12 45 70 24 157 Percent 3.3 100.0 Valid Percent 3.6 28.3 100.8 19.3 61.8 15.8 7. But this is not case with the cars of Tata motors.7 44.7 100.5 40.0 The customers‟ satisfaction is perceived by the parameter whether they find their car value for money.1 84.8 7.8 15.0 Percent 3.1 80.0 Valid Percent 3. Majority of the customers perceive that the commitments by the company are fulfilled. Q7 l) Do you find the car value for money Cumulative Frequency Valid 2 3 4 5 Total 6 24 97 30 157 Percent 3.8 19.6 15. If this is not the case then the customer is dissatisfied and does not consider the car for re-buying.6 28.8 11.

7 100. The easy the method of financing.1 17.3 100. So the company should have links with various finance companies at their respective dealership showroom for the convenience of customers. It gives the company an edge over its competitors. more customers are attracted to the company than their competitors.2 63.7 100.1 36.Sales and Distribution for Tata Motors and Fiat in India Cumulative Frequency Valid cash cheque finance Total 30 27 100 157 Percent 19.0 Most of the customers prefer purchasing a car by the method of finance. Q 9) .1 17.0 Valid Percent 19.2 63.0 Percent 19.

3 100. the customer does not have to pay cash and latter get it reimbursed. Extended warranty Cumulative Frequency Valid YES 157 Percent 100.0 Percent 100.0 Valid Percent 100.0 . One of them is Tata Motors Insurance.2 100.0 Here a complete sample knew about the extended warranty facility offered by the company which is a good sign.0 Valid Percent 96.0 Percent 96.7 15.2 3.8 100.0 Percent 84.7 15.Sales and Distribution for Tata Motors and Fiat in India Are you aware of following facilities offered :Tata Motors Insurance Cumulative Frequency Valid yes no Total 151 6 157 Percent 96.2 3.3 100.8 100.0 Valid Percent 84.7 100. True value Cumulative Frequency Valid yes no Total 133 24 157 Percent 84. The majority of the customers were aware of this facility which means that sales force of the company is efficient . It is a cashless insurance in which during the time of claim.0 There are various extra facilities that are provided to the customers for extra benefits and convenience.

4 100. So to provide convenience to the customers the true value concept came into existence.2 3.0 Valid Percent 96. Everything is at customer‟s convenience.4 100.2 100. These points can later be redeemed.0 It is a facility in which a customer get points for every 100 rupees spent with the company . Autocard Cumulative Frequency Valid yes no Total 15 142 157 Percent 9.6 90. The customers were aware of it.0 Valid Percent 9. These are also applicable for various .0 Percent 96. This adds to extra benefits offered by the company to keep the customers.8 100.0 Percent 9.6 100. It was a one stop solution for the customers to get the best value for their used cars.6 90. They give good exchange offers also if you purchase another car of the same company.Sales and Distribution for Tata Motors and Fiat in India This was the facility primarily started in the market by Maruti company.8 100.2 3.0 The company also introduced the finance counter for the customers to avail car loans at the dealership showroom. Customer does not has to run here and there for getting the financing done. The customers used to face various problems while selling off their cars. The majority of the customers knew about it. The customers have a confidence that he will not be cheated. Tata finance Cumulative Frequency Valid yes no Total 151 6 157 Percent 96.

6 11.2 100.2 3. These lead to early wear and tear.5 Valid Percent 1.5 Percent 1.9 7.9 7. It can also prove fatal.5 100. People use them to save cost. The customers were aware of the fact to use genuine accessories.4 65.8 100.0 The customers should use genuine accessories.6 22.9 9.9 88.6 13. Genuine accessories Cumulative Frequency Valid yes no Total 151 6 157 Percent 96.Sales and Distribution for Tata Motors and Fiat in India offers during the year.6 13.2 3. The customers were not aware about this facility of Tata Motors.4 65.0 .0 Valid Percent 96.8 100. The company should make an extra effort to familiarize this facility to the customers. There are many duplicate product that are available in the market. But the customers be made aware about the negative effects that these duplicate products have on the efficiency of the car.6 11. Q 10) Overall opinion of tata motors Cumulative Frequency Valid very bad Bad neither bad nor good Good very good 3 12 21 103 18 Percent 1.0 Percent 96.

4 65.90 The mean value is 3.64 Upper .6 13.6 11.0 Percent 1.5 100. .5 100. The customers are happy with their car and have a good experience.771.0 One-Sample Test Test Value = 3 95% Confidence Interval of the Difference T Overall opinion of Tata motors 11.000 Mean Difference . (2-tailed) .0 Valid Percent 1.Sales and Distribution for Tata Motors and Fiat in India Overall opinion of tata motors Cumulative Frequency Valid very bad Bad neither bad nor good Good very good Total 3 12 21 103 18 157 Percent 1.771 Lower .77.9 9.729 df 156 Sig.5 100. The opinion of customers on Tata motors is towards the positive side.6 13.9 7.6 11.9 88.6 22. In t-test we have seen the mean difference to be .9 7.4 65.

It does not cost the company and is most influential.e.4 5.9 13.0 Valid Percent 80. This is the best method of advertisement i.7 100.9 94. the word of mouth. The company should not loose such customers by .4 5.Sales and Distribution for Tata Motors and Fiat in India Q 11) would you recommend tata motors to anybody else Cumulative Frequency Valid Yes No Can't say Total 127 21 9 157 Percent 80.9 13.0 Percent 80. So having such customers is advantageous to the company.3 100.0 Most of the customers are ready to take responsibility and recommend the cars to their family and friends.7 100.

6 3.9 42. Q 13) Age Cumulative Frequency Valid 18-25 26-35 36-50 Above 51 Total 36 67 48 6 157 Percent 22.4 7. the males come on their behalf.0 Valid Percent 22.0 Valid Percent 92.8 100.8 100.4 100.0 . Q 12) Gender Cumulative Frequency Valid male female Total 145 12 157 Percent 92.6 100.0 Percent 22.9 65. Even if the cars are being bought for females.9 42.0 Most of the customers that come to the showroom are males.7 30.2 100.0 Percent 92.6 3.6 96.6 100.4 7. The company has an advantage by having a great deal of these type of customers.Sales and Distribution for Tata Motors and Fiat in India dissatisfying them.7 30.

1 94.0 Valid Percent 19.7 100.1 17.8 40. Q 14) Income group (in lacs) Cumulative Frequency Valid below 3 3-6 6-9 9-12 Above 12 Total 30 28 63 27 9 157 Percent 19.2 5.8 40.1 17.7 100.0 .1 17.2 5.3 100.9 77.1 36.Sales and Distribution for Tata Motors and Fiat in India People of all age groups come to the showroom but the majority are of age group 26-35 followed by 36-50 age group .1 17.0 Percent 19.

It has become a necessity rather than luxury. There are all segments of cars available according to the need. gender * Which company's car do you possess Crosstabulation Count Which company's car do you possess Tata gender male female Total 100 4 104 Fiat 45 8 53 Total 145 12 157 .Sales and Distribution for Tata Motors and Fiat in India People of all income groups come to purchase cars.

gender * What parameters do you seek in a car before buying Crosstabulation Count What parameters do you seek in a car before buying brand popularity gender Male Female Total 19 0 19 performance 66 3 69 looks & style 60 9 69 Total 145 12 157 .Sales and Distribution for Tata Motors and Fiat in India From this we can state that males prefer buying the car of Tata whereas female prefer buying car of FIAT.

Sales and Distribution for Tata Motors and Fiat in India Males look for performance as a parameter in their decision making to purchase cars where as female prefer looks and style of the car as a parameter before purchasing. gender * What parameter important for rebuying Crosstabulation Count What parameter important for rebuying post sales service gender male female Total 37 6 43 mileage 65 3 68 maintenance cost 43 3 46 Total 145 12 157 .

Sales and Distribution for Tata Motors and Fiat in India Males prefer mileage as a parameter for re-buying followed by maintenance cost and then post sales service where as females look for post sales service as an important parameter for making re-buying decision. . Customers from business class prefer FIAT cars over Tata. Taxi owners prefer Tata cars because of its mileage. Which of the following best describes your line of work? * Which company's car do you possess Crosstabulation Count Which company's car do you possess Tata Which of the following best describes your line of work? services business student Taxi services Total 30 32 17 25 104 Fiat 6 34 10 3 53 Total 36 66 27 28 157 People of service class possess more of Tata cars than FIAT. Students also have an inclination towards Tata cars.

Sales and Distribution for Tata Motors and Fiat in India Which of the following best describes your line of work? * What parameter important for rebuying Crosstabulation Count What parameter important for rebuying post sales service Which of the following best describes your line of work? services business student Taxi services Total 6 25 9 3 43 mileage 18 28 3 19 68 maintenance cost 12 13 15 6 46 Total 36 66 27 28 157 .

Sales and Distribution for Tata Motors and Fiat in India Customers of service class give more importance to mileage than maintenance cost followed by post sales service. mileage plays an important role followed by maintenance cost. In case of taxi. In case of students. maintenance cost is the prime parameter followed by post sales service and mileage. The least important parameter as maintenance cost. . Customers from business class have an almost equal weightage for mileage and post sales service but mileage has an upper hand.

From the age group 26 and above. they give more importance to performance of the car.Sales and Distribution for Tata Motors and Fiat in India Age * What parameters do you seek in a car before buying Crosstabulation Count What parameters do you seek in a car before buying brand popularity Age 18-25 26-35 36-50 Above 51 Total 0 7 12 0 19 performance 6 33 27 3 69 looks & style 30 27 9 3 69 Total 36 67 48 6 157 Customers from the age group 18-25 goes for looks & style of the car for buying it. .

customers from age group 18-25 give importance to maintenance cost than post sales service and lastly to mileage. .Sales and Distribution for Tata Motors and Fiat in India Age * What parameter important for rebuying Crosstabulation Count What parameter important for rebuying post sales service Age 18-25 26-35 36-50 Above 51 Total 12 13 15 3 43 mileage 3 41 21 3 68 maintenance cost 21 13 12 0 46 Total 36 67 48 6 157 In making their re-purchase decision.

Which of the following best describes your line of work? * payment procedure preference Crosstabulation Count payment procedure preference cash Which of the following best describes your line of work? services business student Taxi services Total 6 24 0 0 30 cheque 0 27 0 0 27 finance 30 15 27 28 100 Total 36 66 27 28 157 Customers from service sector. students and taxi service providers prefer finance as a mode of payment for the purchase of cars. . Where as business class prefer payment to be made either by cash or cheque.Sales and Distribution for Tata Motors and Fiat in India Where as all the customers from other age groups give preference to mileage in rebuying.

Sales and Distribution for Tata Motors and Fiat in India Which company's car do you possess * Spare parts availability Crosstabulation Count Spare parts availability 2 Which company's car do you Tata possess Total Fiat 3 12 15 3 15 24 39 4 76 8 84 5 10 9 19 Total 104 53 157 Customers of Tata have given higher rating to the availability of the spare parts than that of FIAT. The spare parts of FIAT were not available at all times. .

Sales and Distribution for Tata Motors and Fiat in India Income group (in lacs) * payment procedure preference Crosstabulation Count payment procedure preference cash Income group (in lacs) below 3 3-6 6-9 9-12 Above 12 Total 0 0 21 9 0 30 cheque 0 3 6 10 9 28 finance 30 25 36 8 0 99 Total 30 28 63 27 9 157 .

the company should take measures to improve on it. In 9-12 lacs cash and cheque mode of payment is seen.  Most of the customers purchase the cars by mode of financing. So they are considered defaulters. So the company should pay more attention to it. From 3-6 lacs also customers go for financing scheme. There are many such cases of defaulters.  The availability of spare parts of Fiat cars is less whereas of Tata are readily available.  The décor of the waiting lounge is rated less by the customers. CONCLUSION & RECOMMENDATIONS  Fiat car is preferred more by females rather than males. Customers above the income group of 12 lacs prefer making the payment by cheque and do not prefer financing their vehicles. Due to negligence of sales man there are many loss of customers Sales Man . The sales person has to make an extra effort to convert the cold and warm enquiries to hot enquiries. Business class also has an inclination towards Fiat more.  There are many enquiries which are cold enquiries. 5. The finance company has be vigilant as to who to give the consent or not.Sales and Distribution for Tata Motors and Fiat in India Customers below the income of 3 lacs finance their vehicles. In the group 6-9 lacs financing is still the majority but a great deal of rise in cash mode of payment is seen. There are many customers who after purchasing the cars are not able to pay EMI.

Sales and Distribution for Tata Motors and Fiat in India        Should be well versed with the pay scale structure. To increase the coverage of outlets 1) The outlets. This will . which have stopped purchasing from distributors due to any kind of dispute between stockiest and the retailer. grievances of the retailers. Should be motivated to open new outlets. Should ensure that full product range is available with the ready stock. He should also appreciate them for their good work. Should have enough of display material for the outlets. grudges. so that the sales Executive handling a particular belt is aware of the problems. Universal launch of scheme along with the arrangement with the company. be patients. Sales Executive should attend all key accounts and regular visit should be made every week. Sale man should be energetic. should be solved by the timely action of sales executive. 2) The company should come out with suggestion Letter's that should be given on a quarterly basis to all the retailer's and stockiest. keeping in mind the incentives being provided on it. To maintain cordial relationship with the sales man. problems solver and ready to do any kind of work related to his job profile. Stockiest        To maintain more friendly relationship with the sales man and retailers. Sales man should be friendlier and solve the problems from both the consumer‟s and company's point of view. Random /surprise checks to be made at the outlets to access the working of sales man and whether the schemes are duty fully given to the retailers irrespective of the category of the outlets. Incentive slabs should be formulated to endure them for more sales. Sales man should clear the schemes as soon as possible. quick decision maker. Sales Executive To attend to complaints/problems being recorded by sales man as soon as possible.

Sales and Distribution for Tata Motors and Fiat in India help him in taking timely action. . which will save the matters from aggravating further.

written as well as verbal.  Making plan for the next day and finding the concern department and person allowed me to increase my communication ability. Fax the document which I never know before. How to prepare the proposals and how to give the company offer all I learnt from my boss.  My boss also helped me very much to learn about corporate world.2 REFLECTIONS ON WHAT HAS BEEN LEARNED DURING THE INTERNSHIP EXPERIENCE It was great opportunity for me to do my internship from TATA Motor.  My confidence to meet people has tremendously gone up.  I also attended the customer demonstration which gave me the knowledge about how the customer can be convinced.Sales and Distribution for Tata Motors and Fiat in India 5. Today I have that much confidence that I can meet to any big person in any organization.  I got a project which gave me the opportunity to meet the various people in the corporate world. . I could understand the working culture of corporate as well as government offices.  I also learnt very small-small things in the organization which is very necessary in any flat organization like photocopying. Before this I never visited such big organizations. how there queries are handled.

carzone. 1984. Your free Quote. „Tata motors set to expand in Spain‟. Fighting for street Credit. European Union. CARL P. There are 20 CBG Partner Tata motors Dealers in India. Top Gear. A Market Research report.com/article_display.topgear. pp. Find your nearest dealer.ie/Dealers/index. 27(1). Academy of Management Journal. T. BBC publisher. Implementation of the VM fuel strategy presses ahead.vw. US: Hachette Filipacchi Media.  CAR WARRANTY DIRECT. 2006. pp. Financial Times  CAR BUYERS GUIDE. (2001).carzone. 1493  BUY USA. 1-8  Burt.IE.cfm?fuseaction=Garages&CountyID=10 [Accessed on 14th May 2006] . [online] Available from: http://www. ZEITHAML.cbg. ANDERSON. 2006. 2006. Car and Driver.[online] Available from: http://www. 2006. September.com/drives/A4/ES/new/ [Accessed on 24th March 2006]  BITD. [online] Available on: http://media. 2005.Sales and Distribution for Tata Motors and Fiat in India REFERENCES  2005. London: BBC publisher. 2005. 2006.ie/dealer_list. Top Gear. The UK Automotive Parts Aftermarket. 14(26). [online] Available from: http://www.  BBC publisher. pp. 5-24. Available on : http://www.ie/Dealers/ http://www. The International Customs Journal.asp?Make= Tata motors [Accessed on 15th May 1006]  CARL R.com/ [Accessed on 14th May 2006]  CARZONE.cfm?article_id=9664 [Accessed on 27th March 2006]  2006.carwarrantiesdirect.

ie/statistics/nationalacc. Available from: http://www.carzone. New Jersey: Person Education  SIMI. SIMI Statistical Service New Registrations February 2006 [online]. INC. 2006. Statistics: National Accounts [online]. 2006. [online] Available from: http://en.ie/ [Accessed on 28th March 2006]  http://www.shtml [Accessed 19 March 2006]  WIKIMEDIA.. London: World Media Ltd. [online] Available on: http://www. [Accessed on 27th March 2006]  Kotler P.bmwworld. 66PRIZM marketing segments.findarticles. 2006. [online] Available from: http://www.htm [Accessed 21 March 2006]  Foundry Trade Journal. Company Car.finfacts...jsp?ci=3&si=4&pn=prizmne_segments [Accessed on 12th may 2006]  COS. B.html. 2005. EU GDP per capita in 2004: India 40% above average [online].com/periodicals/article/826786. Available from: http://www. Pre Budget Submission 2006 [online].org/wiki/List_of_ Tata motors _factories [Accessed on 15th May 2006]  WHITWORTH. 2006.bussiness. 2001.asp?SubsectionID=12 [Accessed 21 March 2006]  SIMI. [Accessed on 25th March 2006]  http://www..html [Accessed on 26th March 200] .com/claritas/Default. List of Tata motors factories.com/bmw/purves. 2004. Available on: http://www.com/particles/mi_momxi/is_4_22/ai_85482104.  Team F. Available from: [Accessed 22 March 2006]  SPRAY. 2002. 2006. C.. Available from: http://www.cso.simi.wikipedia. Jetta‟s all revved up with no place to go. 2006.com/Indiabusinessnews/publish/article_10002088.charitas. March 26. 2006. and Armstrong G.Sales and Distribution for Tata Motors and Fiat in India  CHARITAS. Sourcing Strategy of VW. Principles of Marketing 10th ed. Sunday Independent.ie/showcontent.

Sales and Distribution for Tata Motors and Fiat in India ANNEXURE Q.6) What parameter is important for influencing your re-buying decision? a) Post Sales services rendered by the company b) Mileage of the car c) Maintenance costs incurred Q.1) Which of the following best describes your line of work : a) Service b) Business c) Student e) Taxi Services What parameters do you seek in a car before buying a) Brand Popularity b) Performance d) Housewife Q. would you again select the Tata or Fiat Brand? a) Yes b) No Q.2) c) Looks & Style Q.3) How long have you been associated with TATA Motors? a) 0-1 Year b) 1-3 Year c) 3-5 Year d) More than 5 yrs Q.7) How would you rate TATA Motors on the following parameter? 1 2 3 4 5 i) ii) Are the sales person knowledgeable Do the employees spend enough time with you: .5) If you need to buy a new or another car.4) Which company‟s car do you possess? a) Tata b) Fiat Q.

8) What type of payment procedure do you prefer? a) Cash b) Cheque c) Demand Draft d) Finance Q.Sales and Distribution for Tata Motors and Fiat in India Before sales After sales iii) Are the spare parts available Is the Vehicle in good condition at the time of delivery Are the prices affordable iv) v) vi) Are there any attractive discounts offered vii) Is the décor of the waiting area pleasing viii) Were you offered a test drive ix) Is post sale follow ups done regularly x) Are the complaints responded quickly xi) Is the service at Tata Motors excellent xii) Are all the commitments fulfilled xiii) Do you find the car value for money Q.9) Are you aware of the following facilities provided by Tata Motors? i) ii) iii) iv) v) FACILITIES Tata Motors insurance Extended warranty True value Tata finance Auto card Yes No .

Sales and Distribution for Tata Motors and Fiat in India vi) Genuine accessories Q.11) Would you recommend Tata Motors to anybody else? a) Yes b) No c) Cant say Gender: Male Female Age: a) Below 18 b) 18-25 c) 26-35 d) 36-50 e)51&above Income group (in lakhs): a) Below 3 b) e) Above 12 b) 3-6 c) 6-9 d) 9-12 Name: _____________________________ Contact no: ____________________________ Address: ____________________________________________________ .10) What is your overall opinion about Tata Motors? Very Bad 1 Bad 2 Neither Bad nor Good 3 Good 4 Very Good 5 Q.

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