APPENDIX – A

Questionnaire - A

For analytical study of effectiveness of distribution function in white goods

companies

For Companies’ Sales Personnel

1. In which company are you working?

 LG
 Videocon
 Samsung
 Whirlpool
 Godrej
 IFB

2. On which level you are working in the company?

 Executive Level (Area Sales Manager)
 Manager Level (Branch Manager)
 Senior Manager (Regional Manager)

3. Tick your area of operations in Haryana.

 G.T. Road Belt
 NH-10 Belt
 South Haryana
 NCR Region
 Whole Haryana

4. What is the distribution channel used for distribution of your products?

 Dealers/Distributors
 Retail Chains
 C Shoppe Retailing
 MLM
eleshopping
 Any other

5. Are you having distributor / dealer network in whole Haryana?

 Yes
 No

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6. What is the reach of your products?
 In cities only
 in small towns too

7. How do you select distributors for the products?

 Exclusively
 ulti-Brand

8. How do you select dealers for the products?

 Exclusively
 ulti-Brand

9. Give rating to the following parameters which you consider while selecting
distributors?

Highly Moderately Less

Particulars
Important Important Important
 Economical background
 Population of city / town.
 Credentials of the person.
 Location of store.
 Sales force
 Dealers network
 Experience of the trade
 Service infrastructure
 Technical knowledge of product

10. Does the company conduct proper induction programs for new channel members?
 Yes
 No

11. Do the liberal credit policies of company affect the overall effectiveness of
distributors?
 Highly Satisfied
 Moderately Satisfied
 Less Satisfied

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12. What is your perception about following motivational aspects? Rate them as per their
effectiveness.

Highly Moderately Less

. Particulars
Important Important Important
 Dealers meets and informal get-
togethers.
 armonious relationship between
sales force and channel members
 Prompt Delivery
 Special incentives like quantity
rebates and off season rebates
 Point of sales promotional
support
 Training to the sales force /
technicians of distributors
 Demo products
 Installment facility for customers

13. Are distributors satisfied with the profit margins they are getting?
 Highly Satisfied
 Moderately Satisfied
 Less Satisfied

14. How the dealers / distributors affect the price of products? (Check one)
 Costs High
 Costs Low
 Remains Equal

15. How effectively your distributors help in promoting the product by way of :

Highly Moderately Less

. Particulars
effective effective effective
 Visibility of product
 Conducting dealers meets
 Road shows & exhibitions

16. Do the dealers / distributors share the cost of promotion at local level with company?
 Yes
 No

17. Do you think that your distributors play an important role in product innovation?
 Yes
 No

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 18. Do the distributors contribute in providing service infrastructure for after sales
service?
 Yes
 No

19. Do the distributors co-operate with sales personnel in giving feedbacks and other
reporting issues?
 Yes
 No

20. Do the distributors complain that the products are highly priced as compared to the
competitors?
 Yes
 No

21. Rate the following parameters on the basis of importance you attach to these as a
measure of performance evaluation of distributors / dealers?

Highly Moderately Less

. Particulars
effective effective effective
 Revenue generation.
 Timely payment
 nventory holding support
 Loyalty
 Brand / image building
 Submission of reports

22. How frequently do you evaluate the performance of distributors?

 nthly
 Quarterly
 Yearly

23. How frequently do you evaluate the performance of dealers?

 Monthly
 Quarterly
 Yearly

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24. Rate the following reasons of conflict among channel members on the basis of
occurrence of these?

Highly Less Rarely

. Particulars
frequently frequently occur
 Lack of sales efforts by distributors
 mproper communication
 Handling of service issues
 Handling of warranty issues
 Due to channel members’ cash flow
tightness
 Delayed payments
 Settlement of schemes issues

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 APPENDIX – B

Questionnaire - B

For analytical study of effectiveness of distribution function in white goods

companies

For Distributors

1. Which company’s distributorship you have?

 LG
 Videocon
 Samsung
 Whirlpool
 Godrej
 IFB

2. Tick your area of operations in Haryana.

 G.T. Road Belt
 NH-10 Belt
 South Haryana
 NCR Region

3. For how long are you having the company’s distributorship?

 One year or less
 One to three years
 Three to five years
 More than five years

4. For how long you are in the trade of white goods?

 One year or less
 One to three years
 Three to five years
 More than five years

5. Do you distribute the whole range of products (white goods) of the company?
 Whole Range
 Selected Product

6. Give rating to the importance given by company to your feedback as a contribution in

product pricing.

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  Less Important
 Moderately Important
 Highly Important
7. Give rating to the importance given by company to your feedback as a contribution in
product improvement and innovation?
 Less Important
 Moderately Important
 Highly Important

8. Give rating to the importance given by company to your feedback as a contribution in

product promotion strategy?
 Less Important
 Moderately Important
 Highly Important

9. Do you have your retail sales counter too?

 Yes
 No

10. How wide your dealers’ network is?

 In city
 In small towns
 Both

11. How frequently do the sales executives of the company visit you or your dealers?
 Twice a week
 Once a week
 Twice a month
 Once a month

12. How frequently do the sales managers of the company visit you?
 Once a week
 Twice a month
 Once a month
 Once in two months

13. Are you satisfied with sales efforts of the company?

 Less satisfied
 Moderately satisfy
 Highly satisfied

14. Do you have your own sales force?

 Yes
 No

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15. Does the company provide formal training to your sales personnel?
 Yes
 No

16. Does the company share the cost of your sales personnel?
 Yes
 No

17. As per you the prices of the company’s products in comparison with competitors’
products are
 High
 Low
 Difference is insignificant

18. Are you satisfied with net profit margins you are gaining presently?
 Less satisfied
 Moderately satisfied
 Highly satisfied

19. Are you satisfied with the promotional efforts of the company at local level?
 Less satisfied
 Moderately satisfy
 Highly satisfied

20. Are you satisfied with the credit policy of the company?
 Less satisfied
 Moderately satisfy
 Highly satisfied

21. Rate the following conflict situations with company/sales team of company on the
basis of its frequency of occurrence.

Highly Less Rarely

. Particulars
frequently frequently occur
 After sales service issues
 Availability of POP material
 Delay in delivery
 Unscheduled delivery
 Acute pressure for billing
 Over billing
 Product availability
 Settlement of credit notes
 Opening new distributor for same area
 Reduction of area
 Attitude of sales team

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22. Rate as per perception the following conflict situations with company / sales team of
company on the basis of its impact on your motivation level.
Highly Moderately Affects
. Particulars
affects affects less
 After sales service issues
 Availability of POP material
 Delay in delivery
 Unscheduled delivery
 Acute pressure for billing
 Over-billing
 Product availability
 Settlement of credit notes
 Opening new distributor for same area
 Reduction of area
 Attitude of sales team

23. Are you satisfied with the overall sales of the products of the company?
 Less satisfied
 Moderately satisfied
 Highly satisfied

24. As per you, what is the growth pattern of the sales of the products of the company in
Haryana now days?
 Increasing
 Stable
 Declining

25. Rate the following parameters on the basis of importance you attach to these for
increasing your motivation level and effectiveness of distribution function:
Highly Moderately Less
. Particulars
Important Important Important
 Well qualified sales and service
team
 Induction programs for new
dealers
 Transparency in schemes and
policies of company
 Distributors’ / dealers’ meets on
regular basis
 Demo products provided
 Awards and recognitions
 Provision of credit to customers
 Willingness of company to assist
with distributors’ general
problems

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 APPENDIX – C
.
Questionnaire - C

For analytical study of effectiveness of distribution function in white goods

companies

For Customers

1. Mention the area you belong to:

 City
 Small town
 Village

2. Tick your educational qualification?

 Under Graduation
 Graduation
 PG / Professional Qualification

3. Tick Your Occupation / Profession?

 Businessman
 Govt. Employee
 Private Sector Employee
 Professional

4. Which of the following emerging channels of distribution are you aware of:

Particulars Yes No
 Sky shops (TV Channels)
 Internet Marketing
 Multi Level Marketing
 Any other (Mention)

5. Would you prefer to buy white goods from these channels?

Particulars Yes No
 Sky shops (TV Channels)
 Internet Marketing
 Multi Level Marketing
 Any other (Mention)

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6. Rate the following white goods companies on the basis of visibility of retail stores /
dealers in your area or nearby.

High Moderate Less

Particulars
Visibility Visibility Visibility
 LG
 Videocon
 Samsung
 Whirlpool
 Godrej
 IFB

7. Give rating to following white goods companies as per your preference while buying
white goods.

Most Moderately Least

Particulars
Preferred Preferred Preferred
 LG
 Videocon
 Samsung
 Whirlpool
 Godrej
 IFB

8. Give rating to following aspects as per the importance you attach to these while
buying white goods.

Highly Moderately Less

Particulars
Important Important Important
 Image of the company /
Branding
 Dealer’s / Retailer image
 Installment Facility
 Discounts

9. Rate the effect of retailers’/ dealers’ suggestions and recommendations on our buying
decisions.
 High
 Moderate
 Low

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10. Rate the effect of salesman’s / demonstrator’s attitude and knowledge about the
product on our buying decisions.
 High
 Moderate
 Low

11. Rate your level of satisfaction with the after sales services provided by various White
Goods companies.
 High
 Moderate
 Low

12. How often do you change your decision regarding brand of white goods after visiting
the retailer / dealer?
 Most of the times
 Sometimes
 Rarely

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