A

PROJECT REPORT
ON
“CUSTOMER SATISFACTION AND HANDLING WITH REFERENCE OF
CARPATHY”

SUBMITTED TO
Doon Business School
In partial fulfillment of the requirement for the award of the degree

MASTER OF BUSINESS ADMINISTRATION

FOR THE ACADEMIC SESSION
2018-2020

SUBMITTED BY: Deeksha Sharma

MBA 3RD SEM

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2
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 Index

S.NO PARTICULARS PAGE NO REMARKS

1. EXECUTIVE SUMMARY

2 AUTOMOBILE

3. CAR INTRODUCTION

4. AFTER SALE SERVICE

5 PROBLEM & OPPORTUNITIES

6. CARPATHY BENEFITS

7 LITERATURE REVIEW

8 METHODOLOGY

9 INTERNSHIP OBJECTIVE

10 KEY LEARNINGS

11 OBJECTIVE ACHIEVED

12 CHALLENGES

13 SUGGESTIONS

14 CONCLUSION

15 BIBLOGRAPTHY

4
 INDEX

ACKNOWLEDGEMENT
I would like to express my deepest appreciation to all those who provided me the
possibility to complete this report. A special gratitude I give to our final year
project manager, Mr amit das, whose contribution in stimulating suggestions and
encouragement, helped me to coordinate my project especially in writing this
report.

Furthermore I would also like to acknowledge with much appreciation the crucial
role of the staff of [carpathy mr. amit, kunal, divyanshu, himanshu, akshay.], who
gave the permission to use all required equipment and the necessary materiasl to
complete the task. A special thanks goes to my team mate, who help me to
assemble the parts and gave suggestion about the task. Last but not least, many
thanks go to the head of the project, whose have invested his full effort in guiding
the team in achieving the goal. I have to appreciate the guidance given by other
supervisor as well as the panels especially in our project presentation that has
improved our presentation skills thanks to their comment and advices.

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 DECLARATION

I, Hereby declare that the Project Report entitled “CUSTOMER

SATISFACTION AND HANDLING WITH REFERENCE TO
CARPATHY P.V.T. LTD” is done by me is an authentic work carried out
for the partial fulfillment of the requirement for the award of the degree of
the master of Business Administration under the Guidance of College
Authority. The matter embodied in the project work has not been
submitted for the award of any other degree, diploma or any other similar
tittle or prizes to the best of my knowledge and belief.

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EXECUTIVE SUMMARY
Carpathy is changing the way people take care of their cars. We provide a better
and easy way for you to book various services for your car with just a few clicks.
Focussed on providing the best services, we are now available throughout Delhi
NCR. Quality and reliability are the key drivers of our products and service. We
believe your car deserves to be as healthy and toned as you are. They deserve the
same love and affection as you do. We strive to make our service more accesible so
anyone can free up their time to do what they love. We are a branded network of
automobile workshops, offering standardized service experience with features
such as assurance of genuine spares, highly skilled technicians, transparent
pricing, manufacturer recommended procedures, service warranty and seamless
customer experience using technology. Unlike other platforms we do not work on a
lead generation model but own the complete experience! We have 150+ service
centers across Gurgaon, Delhi, Noida, Bangalore, Jaipur, Chandigarh & Udaipur.
We will service your car at the nearest Carpathy service center or at your
doorstep.

Carpathy is changing the way people take care of their cars. We are India's
Largest Carpathy Car Service Network with over 100+ multi-brand service
centers across Delhi, Gurgaon, Noida, Ghaziabad, Jaipur, Chandigarh,
Ludhaiana, Varanasi and Udaipur.We provide 360º car care services like
scheduled maintenance, oil change, custom repairs, etc for all cars. Services are
available at our partner workshops and come with a free pick and drop facility.
Our team of expert service advisers ensure that your get the best quality services
for your car. Carpathy dealing in automobile sector since 2015. Simply mention
your requirements at the time of booking and we'll make sure to get it checked
and inform you. We’ll send a job card prior to the service, so that you are well
informed on what work is being done on your car. If we find any additional job
that is required to be done, we will first send you a quotation on our mobile app
and via sms & email. We will only proceed with the jobs that you approve. We
have a strict policy of "NO WORK WITHOUT APPROVAL" so that you don't
get any surprises in the end. We enable procurement of spares and consumables at
our partner workshops through selected brands to ensure quality. We also have

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skilled technicians who are present at all our partner service centers. They ensure
that quality is maintained and only original parts are used.

In India, trend have been witnessed that after the completion of warranty on a
new car (generally after 4 years), around 65% of consumers migrate to local
service workshops. These local service workshops provide economical car services,
closer to home advantage and personalized services. However, some other critical
factors such as service quality, original spare parts and technical skills of the
mechanic are not ascertained. Hence, trust remains an important concern while
getting car service done at a local car service workshop. So for building trust
carpathy give 30 days warranty after car servicing . We are committed to
providing a high-quality and professional service to all our customers. If you are
not satisfied with the service, we need you to tell us. We offer a 1 month warranty
on most of our services and We will do everything we can to sort out your
concerns, and respond positively to your comments. We will redo the service until
we can get the desired results. Write to us at support@carpathy.com and we’ll get
in touch with you.

Carpathy car service market in India poses an opportunity though with challenges
since the share of Carpathy car service in overall car service market has been
witnessed at around ~% during FY'2015. In comparison with developed markets
such as Europe and US where the share of Carpathy car service is around 33%
estimated in 2015. Organized car service companies such as Carnation and My
TVS primarily have showcased failure in terms of their operations. These
companies have altered their business model frequently to make their business
profitable. For this, they integrated various services such as car insurance, car
inspection, home assistance car services which are managed by their franchisees.
So carpathy providing best experience with franchised workshop to the customer
and breakup the cost as per the work in a car . We use Genuine products strictly
as per OEM (Original Equipment Manufacturer) guidelines for our manufactured
parts. We go through a filtering process to select the brands that are the best in
quality and suitable for your car and then we let you choose the best option as per
your needs.

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 AUTOMOBILE

The word ‘Automobile’ comes, via the French automobile from the ancient greek word
(auto’s, “self”) and the latin mobiles (“Movable”), means a vehicle that moves itself, rather
than being pulled or pushed by a separate animal or another vehicle. The alternate name
‘Car’ is believed to originate from the latin word Carrus or Carrum (“Wheeled vehicle”), or
the middle English Carre (“Cart”) (from old North French) By definition, an automobile or
car is a wheeled vehicle that carries its own motor and transport passengers, as we know the
automobile was not invented in a single day or by a single inventor. Today, Automobiles
have become a crucial part of our lives, an extension of the human body that provides us
faster, cheaper and more convenient mobility every passing day The history of Automobile
is very fascinating as it reflects an evolution of the Automobile that took place worldwide.
The history of the automobile actually began about 4,000 years ago when the first wheel was
used for transportation in India. The automobile history begins as early as 1769, with the
creation of steam engine automobiles capable of human transport. In 1806, the first car
powered by an internal combustion engine running on fuel gas appeared, which led to the
introduction in 1885 of the ubiquitous modern gasoline or petrol fueled internal combustion
engine. Cars powered by electric power briefly appeared at the turn of the 20 th century. But
largely disappeared from use until the turn of the 21 st century. The automobile history can
be divided into number of eras, based on the prevalent method of automotive propulsion
during that time.

TYPES
 The auto parts stores or motor-factors that also maintain service operations.
This is not common in the UK but more common in the US.
 Automobile repair workshops that are independently owned a operated
businesses. OEM car dealership sites]. In the United States, these sites are
commonly certified by their respective manufacturer to perform warranty and
recall repairs by that manufacturer or distributor]. Independent automobile
repair shops in the US may also achieve certification through manufacturer

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 sponsored programs. European Union law (The EC Block Exemption
Regulation 1400/2002 (October 2003)) permits motorists more flexibility in
selecting where their car is serviced. Maintenance and service work does not
have to be done by the main dealer providing the garage uses Original
Equipment 'Matching Quality' parts follows the manufacturer's service
schedules. The Block Exemption Regulation (BER) covers service and
maintenance during the warranty period and prohibits vehicle manufacturers’
warranties from including restrictive conditions.
 Online automobile repair shops (mobile mechanics) providing doorstep repair
services and home delivery of new and used auto parts of different late model
and classic cars whose parts are not widely available in the market

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 CAR INTRODUCTION
The earliest recorded automobiles were actually steam engines attached to wagons
in the late 18th century. The steam engines were heavy, making these wagons slow
and hard to control. Better and faster steam cars became common late in the 19th
century.

Some cars in the early 20th century were powered by electricity. They were slow
and heavy and went out of use until the idea came back later in the century.

The internal combustion engine changed the way many automobiles were
powered. The engine used either gasoline, diesel, or kerosene to work. When the
fuel is exploded in a cylinder it Pushes the piston down and turns the wheels.

Although many people tried to make a good car that would work and sell well,
people say that Karl Benz invented the modern automobile. He used a four-stroke
type of internal combustion engine to power his Benz Patent-Motorwagen in 1886.
He began to make many cars in a factory and sell them in Germany in 1888.

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 In 1896, Benz designed and patented the first internal-combustion flat engine
called boxermeter During the last years of the nineteenth century, Benz was the
largest car company in the world with 572 units produced in 1899 and, because of
its size, Benz & Cie., became a joint-stock company. The first motor car in central
Europe and one of the first factory-made cars in the world, was produced
by Czech company Nesselsdorfer Wagenbau (later renamed to Tatra) in 1897,
the Präsident automobile

DEVELOPMENTS IN CARS

Ford wanted to keep cars simple to keep them cheap. But his "any color so long as
it's black" message fell out of favor: people wanted comfort and style. In the 1930s,
cars became sleek, glamorous, and "streamlined"; inside, they boasted luxuries
like automatic gears and window defrosters. The end of World War II brought
cars inspired by planes. Swaggering "gas guzzlers" were given tail fins like jet
fighters—and burned almost as much fuel

The most rapid development in passenger car diesel technology, however, has
occurred in mid 1990s. Engine families, which include both petrol (gasoline) and
diesel variants, have become the standard approach, allowing both types of
engines to be produced with the manufacturing equipment and to be easily
adapted to changing customer demands. Isuzu (Japan), Ford (UK),
Peugeot(France), VM Motori (Italy), Cummins and Caterpillar are the major
contributor in the field. In addition to turbo-charging, the 1990s saw the wide
spread adoption of many new features such as inter-cooling, exhaust gas
recirculation (EGR), multi-valve cylinder head diesel oxidation catalysts.
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Throughout history, the car industry has always been of the most receptive
industries to emerging technologies. Since Henry Ford open the doors of Ford at
the beginning of the 20th century, technology has redefined the way cars are
manufactured, operated and maintained. Technology has already redefined the
way cars use fuel, with electric, hybrid and solar energy systems beginning to
displace the internal combustion engine and gas-fed engines as the driving force of
the future. Technology has already redefined the way cars use fuel, with electric,
hybrid and beginning to displace the internal combustion engine and fuel-fed
engines as the driving force of the future.

However, the growth of autonomous technologies and ongoing computers have

simultaneously begun to increase user interactivity whilst decreasing the need to
take direct control of ‘driving.’

The development of autonomous technologies will redefine the driving experience,

as the user begins to handover control to an onboard navigation system. One thing
is sure: the cars of the future will be autonomous and interactive, and both
tendencies are closely entwined with each other.

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 AFTER SALE SERVICE
Aftersales parts and service have an increasingly important role in delivering
profits and building loyalty for national sales companies (NSCs) and dealers. As
vehicles age, events such as warranty expirations or change in ownership affect
vehicle returns for maintenance. Ensuring there is branded, accurate, relevant,
and timely communication is one of the keys to engaging consumers. CARPATHY
Automotive Aftersales Marketing Solutions helps dealers and NSCs to manage key
touchpoints during the vehicle ownership life cycle. From measuring performance
to driving engagement through targeted marketing campaigns, Aftersales
Marketing Solutions provides actionable intelligence to help clients:

• Understand where and how to improve dealer network performance

• Increase parts and service revenues • Improve customer retention and loyalty

• Identify and address clients at risk of defection from your workshops

• Force proactive engagement with lapsed and partially loyal customers

• Improve marketing efficiency and return on investment (ROI)

• Help dealers to defend against an increasingly sophisticated aftermarket

CARPATHY Aftersales Marketing Solutions offers four independent modules:

Aftersales parts and service have an increasingly important role in delivering
profits and building loyalty for national sales companies (NSCs) and dealers. As
vehicles age, events such as warranty expirations or change in ownership affect
vehicle returns for maintenance. Ensuring there is branded, accurate, relevant,
and timely communication is one of the keys to engaging consumers.

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 Aftersales
Wholesale
Performance
Parts (B2B)
Dashboards

Predictive Tactical
Marketing Marketing

Car owners in Northern India are relatively less satisfied compared to those in
other parts of the country. (The after sales service seems to be the primary reason
particularly as the age of the car grows). At the national level, the customers in the
relatively larger cities are more satisfied than those in the smaller cities. This may
be a reflection of the growing expectations in the smaller cities. The manufacturers
will do well to understand those. The customer expectations even at the bottom
end are rising. According to Auto Serve 2010 Report, spare parts and components
demands are increasing. The demand for parts and services set to double over the
next 5 years. Roughly, 30 per cent of the market comprises spurious parts. Market
interviews and analysis indicate that owners of older vehicles often migrate to
independent service networks for cheaper and faster service. With OEMs more
focused on vehicles in their warranty period, offering higher levels of service for
older cars will be necessary for independent players to attract customers.

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 PROBLEMS AND OPPORTUNITIES
It has become a recurring debate as to which kind of service centre to choose for
car servicing, an around-the-corner garage or an authorised service centres. While
both have their pros and cons, below are some of the reasons why you should leave
dealership stations right now and never go back again. From jacking up the
bills to the unsatisfactory customer feedback to an increasing propensity to
delivering shoddy work, there are a lot of major issues with your service centres
for which they should be abandoned.

AUTHORIZED SERVICE CENTER PROBLEM

The authorised service stations often work in grey and opt for unethical means to
deceit services, including component replacement without customer’s consent,
forgery in the diagnostics sheet to increase the services needed and much more.
Several harassment complaints have been filed against these big centres for
mishandling cars and manipulating customers. And this is not limited to
just Maruti & Tata but foreign companies such as Mercedes and BMW too.

 Hidden cost
 Unnecessary taxes
 Irrelevant service additions
 No transparency
 Quality difference
 No online feedbacks or bookings
 Not convienient for customer

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Customer is facing this much problems by the authorized service centers. And that
become a opportunity for a Carpathy workshop like CARPATHY to show their
quality of work in much cheaper than authorized.

OPPORTUNITIES

 No hidden cost
 Carpathy does not charge unnecessary taxes
 Carpathy provide package as per the customer needs in best
possible price.
 Quality of service is provided by Carpathy workshop.
 Customer concerns is price with quality service which they gets
from us.
 We worked on franchisee model with workshop and provide a
excellent service to our customers nearby their location.
 Customer feedbacks are also taken by the carpathy.

COMPETING WITH OTHER WORKSHOPS IN MARKET

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 CARPATHY BENEFITS

Transparency: For a customer, it is very important that he should not be thinking

about his car continuously after giving it for repairs at any workshop, he should
not worry at any given time, and he should be assured that his car is in right
hands. At CARPATHY, we ensure that every need of the customer is taken care of
and he is explained each and every job done on his car.

Affordability: At CARPATHY we give value offerings to our customers, we not

only make our customer happy but also their car very happy.

State-of-the-art Equipment: All our workshops are equipped with State-of- the-art
Equipment and infrastructure to diagnose the problems in your car. The right
diagnosis is half the job done, right?

Skilled Manpower: At CARPATHY the skilled manpower is capable to solve all

your car maintenance problems, our manpower is trained at Technical Training
Centers in Bengaluru and Noida.

24 X 7 Convenient Online Booking: You can book any service 24 x 7 online, login
to our website

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Quality Spares: Be it any brand of the car you own, we use quality spares from
reputed brands, At CARPATHY you get warranty on spares too.

Pick-up & Drop Facility: Your convenience is our motto, wherever you are, we
will pick your car and deliver at your doorstep, spend that extra time with your
loved ones.

ONLINE SERVICE

The Carpathy partner app is specifically designed for multi-brand car service
providers to facilitate the service bookings of our customers.
Our Partners can track and manage their bookings during the entire lifecycle of
the booking to simplify their day-to-day operations and effectively manage their
workforce.
Our app helps connects our partner service centers and our customers. Our
partners are able to track the requirements of the customer and basis that give
exact quotations for that service. If the customer approves, then our customer
support team will approve the service.

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Literature review
Carpathy car service quality is one aspect markedly influencing customer
satisfaction. Building on its longstanding work to improve the quality of service that
affects customer well being, the Customer satisfaction of four wheeler Carpathy car
service centre across Gurgaon has developed a customer satisfaction index.
Successful consumer models used by industries to ensure customer service and
satisfaction can be applied effectively to improve the quality of services among
different Carpathy car service centre across Gurgaon.
In the study of 2012 Dealer satisfaction with Automotive manufacturers Arora
mentioned that overall dealer satisfaction is determined by examining nine factors:
Marketing and sales activities, product, vehicle ordering and delivery, sales team,
parts, warranty claims, after-sales team training and support from the manufacturer.
This review of literature suggest finding out the factors affecting customer
satisfaction with service quality of four wheeler Carpathy car service centre across
Gurgaon. In this article the researchers will be concerned about the different factors
namely: Service Initiation, service advisor, service quality. These factors are given
below.

1. SERVICE INITIATION: This includes

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 Ease of arranging service visit (Through telephone, SMS, etc. This includes
the length of time to speak to someone).
 Appearance and cleanliness of service centre workshop.
 Appearance and cleanliness of customer lounge.
 Timeliness of handover process (time waiting to be greeted, time conferring
with service advisor, time to hand over keys and complete initial work). “

2. Service Advisor
 Courtesy and Friendliness of service Advisor to take vehicle for service
 Able to understand the problem and helpful for customer
 Explain service requirement cost and time
 Thoroughness of explanation, and Service brand building.

3. Service Quality
 Fix problem on first visit and ability to diagnosis problem properly.
 Repair quality and washing quality.
 Fairness of charges for routine maintenance.
 Feedback call from service centre regarding service.

 Addressing repeat complaints and attending to it on priority basis.

 Service reminder from service centre to the customer.
 Repair quality and cleanliness of vehicle while returning it to the customers.
(Undamaged, controls and position unchanged).
 Overall rating of the service centre.
After going through the literature it has been found that many researchers have
studied some of the attributes of customer satisfaction with automotive
manufacturers, dealers satisfaction with online buying service, dealer satisfaction
and performance in motor industry, but studies with respect to the satisfaction of
customers related to Multi brand car service centre across Karnataka, are rarely
available and the major factors affecting their satisfaction level as per car service
centre view by using Index method. Thus, the present study is an attempt to find
the satisfaction level of the customer on any particular car service centre.

FACTORS THAT INFLUENCE CUSTOMER SATISFACTION

From literature review, there are many factors that affect customer satisfaction.
Such factors include friendly and courteous employees, knowledgeable and helpful
employees, accuracy of billing, billing timeliness, competitive pricing, service
quality, good value, billing clarity and quick service (Hokanson, 1995). From the
studies carried out in many countries, factors like: service quality, and perceived
value, are the key constructs affecting the customer’s satisfaction with mobile
services. Studies also point out that customer satisfaction results ultimately in trust,
price tolerance, and customer loyalty. Therefore, building customer relationship is
a backbone for all organizations in general, and companies in service industries in
particular. Issues like: customer satisfaction, service quality, customer perception,
customer loyalty, are the main concerns of service companies, which improves
organization’s performance and translates into more profits.

Customer Satisfaction

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 Customer Satisfaction has been a central concept in marketing literature and is an
important goal of all business activities. Today, companies face their toughest
competition, because they move from a product and sales philosophy to a
marketing philosophy, which gives a company a better chance of outperforming
competition (Kotler, 2000). Overall customer satisfaction translates to more profits
for companies and market share increase. The importance of customers has been
highlighted by many researchers and academicians. The principal concern of
marketing is to connect with customers by building a strong customer relationship
in order to meet their expectations.
Companies that are successful follow a model which has the customers at the top.
Next according to the importance are front-line people who meet, serve, and satisfy
customers, under them are middle managers, whose job are to support the front-
line people so they can serve customers well, and at the base is top management,
whose job is to hire and support good middle managers. For customer- centered
companies, customer satisfaction is both a goal and a marketing tool. Therefore,
companies need to be concerned about the customer satisfaction level. Otherwise
with the extensive use of the internet technology; the quick spread of bad word of
mouth marketing, as well as good word of mouth information will percolate to the
rest of the world

METHODOLOGY
CARPATHY has partnered with multi-brand workshops that service, repair and
clean cars. The team ensures that the workshops are standardised and provide
genuine spare parts, which are directly procured from the Original Equipment
Suppliers (OES).

Once the car reaches the service centre, the workshop starts filling the inventory
requirements on need basis, and the details are directed to the on-ground
customer representative. Post approval from the representative, the job starts.
Each stage of the job can be tracked on a real-time basis. All the billing,

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procedures, and service detailing can be tracked on the platform. One can access
the vehicle service history and other details on the customer dashboard. For this,
carpathy has two applications: the customer representative app and the workshop
app. Through app customer booked their car for servicing or call us on our IVR
number for servicing of their car in a best suitable price.

ADWORDS

 Give knowledge about carpathy online

 Promotional activities is done by the tech team
 Customer get attracted towards carpathy in a bulk by providing them a
quality service in a best possible price.

Then online booking create by the customer or customer called us on IVR to know
the package. Then sales team attend the calls and provide them a package
knowledge. Which are basic , standard and comprehensive. And pitch a customer
for high package as per the requirement of the car.

Conversion of the leads is most important in the sales team . we have to convert it
into in a confirmed bookings as per the requirement.

 Provide workshop location to the customer

 Pick up & drop facility free
 After generating the booking then the ops team will followed up with the
customer for pick up or walkin.
 Carpathy is working on severals process like B2C Team , B2B team ,
business development, workshop ground staff, OLA etc.

Workshops location

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 CARPATHY working in many cities delhi NCR , Mumbai, Varanasi,
gurugram , Noida, Ghaziabad, Jaipur , Udaipur , chandigarh etc. so that
customer is easily get to the location and get their car serviced. It is avetry
convient process for customer.

ONLINE APP FACILITY

CARPATHY provided their own app where customer can look into the
particular package and booked it by their own and get knowledge about the
products we used at the time of service.

FEEDBACK

Feedback is also taken by us from the customer on a weekly basis or after 2 or

3 days of the service. Because customer retention is main motive of the
carpathy after getting serviced by us . so we used to check the updates of the
customer and provided them a new offers for the next service .

INERNSHIP OVERVIEW

Carpathy is changing the way people take care of their cars. We

provide a better and easy way for you to book various services for
your car with just a few clicks. Focussed on providing the best services,
we are now available throughout Delhi NCR. Quality and reliability
are the key drivers of our products and service. We believe your car
deserves to be as healthy and toned as you are. They deserve the same

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 love and affection as you do. We strive to make our service more
accesible so anyone can free up their time to do what they love.

SERVICES

 OUR SERVICES
 Car Service
 Car Spa, Drycleaning & Detailing
 Custom Repairs
 Denting & Painting
 AC/Heater Service
 Car Insurance Claim
 Car Towing Service
 Pre Purchase Car Inspection
 Scrap Used Car

PACKAGES

 Basic package
 Standard package
 Comprehensive package

Sales team have to focus on pitching the package to the customer s per the
requirement of the car like customer is selected the basic package the we have
to pitch them for standard or comprehensive package. So we have to use some
tactics and skills to move a customer on standard package. Knowledge have to
be given to the customer for both the package.

B2C SALES TEAM

 Customer called us on IVR we attend the customer.

 Customer is verified or non -verified about the package or services so
sales team provided them a knowledge about the product.
 Pitching customer about the package and requirements.
 Convince the customer for better package for their car .

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  Take feedbacks about the service we provided.
 We worked on front hand where we simply generate the money for the
company.
 We gave 30 orders in a day which happen for the first time in B2C sales
team.

B2B TEAM

 I also worked in a b2b team business to business .

 Here, we search on new vendors who are have quality workshops.
 And good service quality bays , equipments , in a good location so we used
to select the best work shops from just dial or through online portals.
 Search for the vendors and tell them about our proposals like aggregation
model, franchisee model.
 And also pitch them for selecting one of our proposal for confirmed
booking from us in a month.
 On aggregation we provide monthly basis bookings and business.
 On franchisee we provided the 1 year or 2 years of partnership with us long
term business.

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 MAJOR BRANDS

 Maruti
 Honda
 Hyundai
 Ford
 Toyota
 Skoda
 Chevrolet
 Mahindra

KEY LEARNINGS
 Doing a internship with carpathy is a great experience for me . the
Immense knowledge and healthy working environment culture helps me to
achieve the targets on time and also change me to a much more better
person.
 I got a lot of knowledge about the automobile workshops and industries and
parts of the cars.
 Carpathy provided me the knowledge about Carpathy workshop business
how it runs and what quality we are providing to the customer
 Being in a B2C sales team is a very great experience for me I got to know
how to convince a people and retain them in your business.
 Learn to attract the vendors as per the proposals.

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 Convince a vendor or customer for a quality service or business
opportunity.
 We worked on a new software also named WMS software.
 Learn to handle the pressure situations and be patient for a good result.
 Providing a customer a good deal by using some tactics in sales .
 Experience a team work with a great knowledge about automobiles
workshop.

OBJECTIVE ACHIEVED

 Attending sales goal of the company

 Contributing varied sales information and marketing
data
 Always keep watch on competitor proactively and
suggested improvements.
 Always punctual and completed goal in provided time
period.

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 Completed the sales target in a month and completed 30
orders in a day.

CHALLENGES

 Main challenges faced by me is no knowledge about the

automobiles.
 Daily target faced by the sales team an individual target is 4
orders daily
 Work pressure
 Time management
 Working in a new cities with people of different culture and
thinking was challenging.
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 SUGGESTIONS

Carpathy needs to have some professionalism and punctuality in their

work. They need to work on their training program.

Proper performance appraisal system needs to be designed.

They should take some action regarding Employee engagement.

Shuffling of our new appointment and job rotation should be avoided

because it gets confusing for a new appointee to manage.

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 CONCLUSION

Market Development Department is really working hard and every

day they are coming up with new unique and innovative ideas to wide
spread their business. If this effort goes on than they can able to cover
the untapped markets, increase their distribution reach and which will
also ensure future source of business.

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Sales team worked hard as hell for completed the target on time we
made 17 lacs gnpv for the carpathy from B2C team. Worked on aily
orders and update of the work we do . managers are very helpful and
provide us information and guidance for achieving the target.

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 BIBLOGRAPHY

https://dollarsandsense.sg/authorised-vs-independent-car-workshops-need-know-servicing-
car/

https://www.carpathy.com/

http://www.mericar.com/blog/benefits-of-car-repair-service/

https://yourstory.com/2017/08/go-mechanic-aims-to-be-the-best-of-both-worlds-reliable-
and-cost-effective

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