A

Project Report On
“ SALES & MARKITING ”
AT
SAMARTH INFOTECH

SUBMITED TO
Savitribai Phule Pune University
In Partial Fulfillment of the Requirement for Award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION

By
YESH DHOOT
(MARKETING)
SEAT NO.

Under the Guidance of

(PROF. DIPAK UMBARKAR)

CHANAKYA EDUCATION SOCIETY’S

INDIRA COLLEGE OF COMMERCE & SCIENCE
PUNE - 410401

(2019-2020)
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 DECLARATION

I hereby declare that the project titled “SALES AND MARKETING AT SAMARTH

INFOTECH” is an original piece of research work carried out by me under the guidance and

supervision of Prof. Dipak Umbarkar. The information has been collected from genuine &

authentic sources. The work has been submitted in partial fulfillment of the requirement of

Bachelor of Business Administration to Savitribai Phule Pune University.

Place: Signature:

Date: Name of the student

2
 ACKNOWLEDGEMENT

I take this opportunity and privilege to express my gratitude to Honorable Tarita Shankar &
Professor Chetan Wakadkar, and Chanakya Education Society, Pune and Dr. Janardan
Pawar, Principal, ICCS. They have been a source of inspiration to me and I am indebted to
them for initiating me in the field of research.
I am deeply indebted to Faculty Member, Prof. Dipak Umbarkar, my research guide at
Chanakya Education Society’s Indira College of Commerce & Science, Pune without whose
help completion of this Project was highly impossible.

I take this opportunity and privilege to articulate my deep sense of gratefulness to the
managing director, and the staff of SAMARTH INFOTECH for their timely help and
positive encouragement.

I wish to express a special thanks to all teaching and non-teaching staff members of Indira
College of Commerce & Science, Pune for their continuous support. I would like to
acknowledge all my family members, relatives and friends for their help and encouragement.

Place:

Date: YASH DHOOT

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 INDEX

S.NO CONTENTS PAGE NO

1. Introduction 6

2. Organization Profile 11

3. Objectives of the study 21

4. Scope & Limitation of study 23

5. Research Methodology 24

6. Literature Study 26

7. Data Analysis And Interpretation 40

8. Finding and suggestion 47

9. Conclusion 49

10. Bibliography 50

11 Annexure 51

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 CHAPTER ONE : INTRODUCTION

Introduction of sales management:

In today’s global market Managers face many challenges related to fulfilling customer's needs
and expectations.Due to globalization of goods and services customer service has become more
complex. Abundant information has helped customers to take proper decision and concerned
with how a sales person can solve problem and add value to a product or service. Role of
intermediaries is more important to success in this competitive global market place. As a result
sales managers have new challenge of responding to new environment with innovative
techniques for managing and motivating the sales force which defines general sales management
as examining the role of sales manager and focusing on methods used to manage, lead and
motivate employees

Sales management defined:

Sales management can be defined as planning, implementing and controlling personal contact
programs designed to achieve the sales and profile objectives of the firm. Sales managers assign
territories, set goals and establish training programs and also individual goals. They monitor the
performance of sales people and continually offer direction and leadership on ways to improve
their performance.
Organization structure for sales management varies on firm’s size and strategy. The structure
consists of unit manager, district manager, regional manager, general manager and vice president
of sales. There are distinct differences in bottom and top level manager is the amount of time
they spend on their tasks. Lower level managers spend majority of time on staffing, directing and
monitoring salespeople while top level managers focuses on planning, organizing and
coordinating their sales strategy, and also sets objective, develop strategies and policies and
establish budgets.

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Sales management strategies:
Sales managers faces many challenges while designing an effective sales strategy like the sale
forces structure, size of sales force needed, methods to deliver message etc. Strategy varies on
the number of products that the firm offers. Territorial strategy is used when selling one product
line to a single industry with customers in many locations through which a sales manager will
assign sales representatives to exclusive territories in a given region.Product sales force strategy
is often used when a firm sells along product lines, sales managers will require their
representative to focus on selling small or single product and used when products are numerous
and complex. It is used in health care sales focusing sales to doctors and healthcare provider.
Sales managers may use a customer focused sales force strategy where products and services are
matched to target customers.

A) Motivating the sales force:

Motivation is an important aspect of sales management. There are many reasons for sales force
to have motivation.Firstly, sales people must cope with acceptance and rejection on a continual
basis. They go from being exhilarated as a result of big sales to disappointment as a result of
being turned down. Sales people will spend many hours on road away from family which may
affect their morale. Sales people usually operate without managerial supervision which indicates
that they require high level of self-motivation to gain good results. Motivation influences the
level of enthusiasm a sales person has in presenting the products and services to the customer
which influences the decision of customers to purchase. Sales managers are responsible for
maintaining an effective level of motivation in their staffs.
Managers can use various tools to successfully motivate their sales force. The most powerful
motivator is a well-designed compensation package like good balance of salary, bonuses and
commission. Managers define selling objectives in the form of quotas, established compensation
levels and an effective proportion. Sales managers use straight commission to reward sales
people for their accomplishments which foster independence, rather than their time or effort. It is
a strong motivator in that payout only occurs if sales is made, resulting in lower cost for
company. It is favorable for companies wanting to minimize compensation costs especially new
growing companies.

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Another compensation program frequently used is salary plus bonus which is a base salary with a
performance based bonus paid when sales goals and quotas are achieved. Unlike straight
commission, this program reduces rate of employee turnover and encourages salespeople to build
long term relation with customer. When selling complex products or services, a salary plus
commission structure may be used to compensate the sales force. Under this, a sales person is
guaranteed a base salary and is awarded a commission based on factors determined by
organization. It is structured around upper and lower thresholds related to sales volume.
Salary plus commission and bonus is a combination of the aforementioned programs which
combines the stability of a salary, the incentive of a commission as well as special bonus award.
There is complexity in administering the program.Short term incentive programs are often used
by firms to motivate salespeople beyond standard compensation package. Sales contest are the
most common incentives used to generate excitement about selling products and services.
Contest usually runs for a limited time and includes cash prizes or travel to those salespeople
who achieve a certain level of sales. This contest should be rolled out during slower seasons of
given industry in order to boost and to generate increment revenue.

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 B) Recruiting a successful sales force:

The sales manager is responsible for recruiting sales people by identifying source for new
employee, screening applicants, conducting interviews, contacting references and recommending
candidates to regional manager. Regional sales manager recruits and selects new sales people
when needed. Managers should identify certain qualities when recruiting candidates for
employment like personality, empathy, ego and optimism which are good personality attributes.
Empathy is the ability to sense the reaction of another person and ego refers to the inner need to
persuade another individual for one's own satisfaction. Optimism and enthusiasm are good
indicators of the ability of a salesperson.
Candidate selection process will resemble
1. First interview by district sales manager
2. Candidates that submit an application are invited to a second interview with district
manager
3. Candidates may spend a day in the field with a salesperson and district manager receives
feedback from the sales person on the candidate's level of enthusiasm
4. District manager checks the candidate's reference and criminal background
5. Regional sales manager interviews the candidate
6. Regional manager and district manager discuss the candidate via telephone conference or
personal meeting
7. Regional sales manager formally offers the job to the candidate
8. Physical examination is needed if offer is accepted by the candidate

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 C) Total Quality Management (TQM) and customer satisfaction :

A primary responsibility of a sales manager is managing relation with customers. TQM is

defined as a management process and set of discipline that are coordinated to ensure that the
organization consistently meets customer expectations. In sales and marketing context, TQM
defines the quality of the sales and services effort in terms of customer satisfaction. The goal of
TQM is to sell service and quality driven value, to create loyal customers and long term profits.
Marketing designs its new products with the customer in mind.
The customer is considered from every aspect of TQM. By focusing on customer expectation
and questioning those using formal techniques, TQM can discover previous misconceptions and
new opportunities. They are making improvements to products and services, eliminating defects,
doing right for the first time and understanding the employees. Intangible issues are considered
when managing relationships with customer which is a difficult process. Customers are expected
to give feed backs to the company on products and services to allow continuous improvement to
the process.Customer satisfaction is central to the philosophy of TQM. Insale management TQM
suggests that organizations need to have the majority of employees in customer support functions
with fewer staff positions which allow organization to be flexible enough to change quickly to
support new sales opportunities.

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 D) Career paths:
Sales management jobs are found in both consumer and commercial industries in positions
ranging from district manager to vice president of marketing and sales, to top sales management
of the firm. Competition for sales management job can be intense. Sales managers typically start
out as salespeople, working their way to the top with strong leadership and organizational
abilities. It is likely that a sales representative will spend a portion of their career as a district or
regional sales trainer before moving into a senior sales management role. The progression of
salespeople into management positions vary based on the size and organizational structure of the
organization.
Therefore, in today’s marketplace, manager face many challenging needs and expectations. As a
results, sales managers have a new challenge of responding to this new competitive global
marketplace.

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 CHAPTER TWO : ORGANISATION PROFILE

ABOUT US The journey for Samarth Technologies began a year ago with coming together of a
team having great talent, enthusiasm, with each member an expert in his/her own field. Samarth
first began as an E-learning company but has since diversified into providing varied digital and
IT services. Since its inception, Samarth Technologies has worked with clients from varied
domains. We consider our relations with our customers to be of utmost significance to us and
maintain a friendly rapport to ensure that we understand their changing needs on a consistent
basis.At this stage of our journey, it is no longer a surprise that Samarth Technologies delivers
projects of such impeccable standards and now boasts an overwhelming stack of clientele."
GOLDEN WORDS FROM FOUNDER Santosh envisioned this company to serve as a one-stop
destination to provide valuebased, cost effective web development and Software services to
small business seeking quality solutions to meet their business demands. Moving ahead, his
extended streak of visibility in the current era of technology and experience of more than 17
years cemented his venture. Having worked at different levels with renowned IT companies in
Pune, Santosh acquired great learning experiences across several domains. Having seen a
bulging demand for good quality, custom tailored development services at a price that don‟t
seem exorbitant to small scale businesses, his innovative thoughts paved the path for a decision
to set up his own venture. His initial flurry of web-projects and e-learning work gained him
recognition from the several reputed clients. Later, in an unprecedented move for one so early, he
has been approached by few large corporations as well, owing to his never ending passion to
guarantee customer satisfaction at all costs.
Our Vision To maintain the highest standards of efficiency and quality, creating „value for
money‟ for our esteemed clients to nurture long-term partnerships. 17 Our Mission To provide
great business values and digital services without the slightest compromise on quality in a cost
effective manner.

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Brand Values

Brand values: Learning, Innovation, Perfection, Speed and Transparency.

Samarth constantly inspires confidence through excitement technologies.

Learning:
Learning is how we ensure proactivity.
It is a value that embraces knowledge as the platform for building well informed, reasoned, and
decisive actions.

Innovation:
Innovation is how we create the future.
It is a value that provokes us to reach beyond the obvious in pursuit of that which exceeds the
ordinary.
Perfection:
Perfection is how we set new standards.
It is a value that exhibits our determination to excel by endeavouring to establish new
benchmarks all the time.
Speed:
Speed is how we convey clear conviction.
It is a value that keeps us sharply responsive, mirroring our commitment towards our goals and
processes.
Transparency:
Transparency is how we characterise ourselves.
It is a value that makes us worthy of credibility through integrity, of trust through sensitivity and
of loyalty through interdependence

Product:

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Samarth specialize at addressing the organizational training and development needs by
converting your content into high quality, highly engaging and interactive Software material, that
too at a budget of client's dreams! Whatever the requirement and budget may be, Samarth ensure
that they do not stop until we meet the client‟s satisfaction. They believe that delivering quality,
even at a low client budget, can help us succeed in the long run by sustaining long term strategic
partnerships with our clients.

WHAT SAMARTH DO?

They maintain constant communication so that client are aware of the progress of the project and
can thus add in your inputs. Our instructional designers comply with all international standards
and compliances and have many years of learning experience in creating Software . Objectives:

1) Affordable, custom Software development

2) Engaging & interactive Software courses

3) Effective tutorials for any software

4) On-time delivery of courses

5) Courses across all platforms

6) Multi-lingual training options

7) Blended learning curriculum design

HISTORICAL BACKGROUND

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 COMPANY PROFILE

Samarth Infotech Ltd. is the exporter of software. Its promoted by the highly qualified
and experienced promoters having a successful track record of more than 40 years of experience
in the manufacture of Software.
Samarth Brand Identity
Our brand is the visual expression of our thoughts and actions. It conveys to everyone our
intention to constantly inspire confidence. Our customers are the primary audience for our brand.
Indeed, our brand identity is shaped as much by their belief in Samarth as it is by our own vision.
Everything we do must always reinforce the distinctiveness and the power of our brand. We can
do this by living our brand essence and by continuously seeking to enhance our customer’s
experience. In doing so, we ensure a special place for ourselves in the heats and minds of our
customers.
Samarth Brand Essence
Our brand Essence is the soul of our brand. Our brand essence encapsulates our mission
at Samarth.
It is the singular representation of our terms of endearment with our customers. it provides the
basis on which we grow profitably in the market. Our brand essence is excitement. Samarth
strives to inspire confidence through excitement technologies. Blending together youthful
creativity and competitive technology to exceed the spoken and the implicit expectation of our
customers. By challenging the given. By exploring the unknown and thereby stretching ourselves
towards tomorrow, today.
Samarth Brand Values
We live our brand by its values of learning, innovation. Perfection, speed and
transparency. Samarth will constantly inspire confidence through excitement technologies.
Learning: Learning is how we ensure proactively. It is a value that embraces knowledge as the
platform for building well informed, reasoned and decisive actions.
Innovation: Innovation is how we create the future. It is a value that provokes us to reach
beyond the obvious in pursuit of that which exceeds the ordinary.
Perfection: Perfection is how we set new standards. It is a value that exhibits our determination
to excel by endeavoring to establish new benchmarks all the time.
Speed: Speed is how we convey clear conviction. It is a value that keeps us sharply responsive.

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Mirroring our commitment towards our goals and processes.
Transparency: Transparency is how we characterize ourselves. It is a value that makes us
worthy of credibility through integrity, of trust through sensitivity and of loyalty through
interdependence.
Industry Profile:
Founder AJIT KARHALE

Year of Establishment 2014

Industry Software

Business Group The Samarth Group

Listings & its codes -

Presence Distribution network covers All citys in India.

Joint Venture Arvo technologies .

Registered & Head Office Akurdi Pune - 411035

India
Tel.: +(91)-(20)-27472851
Fax: +(91)-(20)-27473398

Works Waluj Aurangabad 431136

Pune, Wagholi, Pune 411501

E-mail info@samarthinfotech.in

Website www.Samarthinfotech.in

Company Perspectives: Our Philosophy: We approach our responsibilities with ambition and
resourcefulness. We organize ourselves for a transparent and harmonious flow of work. We

15
respect sound theory and encourage creative experimentation. And we make our workplace a
source of pride. We believe in: Transparency a commitment that the business is managed along
transparent lines. Fairness & macho all stakeholders in the Company, but especially to minority
shareholders. Disclosure--of all relevant financial and non-financial information in an easily
understood manner. Supervision-- of the Company's activities by a professionally competent and
independent Board of Directors.

CHAPTER FOUR : OBJECTIVES OF THE STUDY

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The main objective to study this project is to know about the different strategies of Samarth ltd.
The main objectives in the mind: o to study company profile o to study the products offered o to
study the financial position of Samarth Infotechmobiles o to study the different policies o to
study the price range of different products of different companies.
Environmental policy
Towards creating and preserving a cleaner environment
Samarth Infotech Ltd., Developer of two and three wheeler Softwares is committed to prevention
of pollution, continual improvement of our environmental performance and compliance with all
applicable environmental legislation and regulations.
Towards this, we shall strive to:
Create a proactive environment management system that addresses all environmentally
significant aspects related to our products and processes,
Minimize the generation of waste and conserve resources through better technology and
practices, and Promote environmental awareness amongst our employees and motivate them to
fulfill our commitments.

Quality Policy
We at Samarth Infotech continue to firmly believe in providing the customer Value for money,
for years through our products and services. This we shall maintain and improve.
In our decision making, quality, safety and service will be given as much consideration as
productivity, cost and delivery.
Quality shall be built into every aspect of our work life and business operations. Quality
improvements and customer satisfaction shall be the responsibility of every employee.

TPM Policy

We at Samarth Infotech adopt Total Productivity Maintenance as a means of creating a safe and
participative work environment in which all employees target the elimination of losses in order

17
to continuously enhance the capacity, flexibility, reliability and capability of its processes,
leading to higher employee morale and greater organizational profitability.

CHAPTER FOUR : SCOPE OF THE STUDY

The satisfaction level of the customer study will help to know the performnace of
SAMARTH Motors & it also help the management can emphasize on their weaker areas for
improvement.
LIMITATION:
1. This research is geographically restricted to India only, hence the result cannot be
extrapolated to other places.

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 2. The seriousness of the respondents and their ability to justify their answers may also be a
limitation.
3. Findings are based on sample survey.
4. The study is also restrained by time factor.

CHAPTER FIVE : RESEARCH METHODOLOGY

Research methodology is the systematic approach to the given problem. In other words, it
is the way in which we go for collection of data. There fore the better way of collecting data is
very important than the data collected because ultimately the data collected is depended upon
how we approach towards the data. The data has been collected in the following ways:

 PRIMARY DATA:

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Primary data is the actual and very important data collected by researchers. It involves the formal
way of collecting data wherein there is a formal meeting with different managerial personnel,
operations staff and personal observations.

The following were the sources of primary data

 The questionnaire prepared after discussion with the guide ,is the tool for primary
Data collection

 Experts views

SECONDARY DATA:

It is the data which is already collected by someone else and which is used for our study purpose.
It is the data, which gives relevant information in different fields wherever we want. The
following were the sources of secondary data

 Websites.
 Company Manuals, Magazine.
 Company Reports.

RESEARCH METHODOLOGY

Data Source : Primary Data

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 (From questionnaire and personal interaction)

Secondary data –Website, Company Manuals,

Company Reports, Magazine .

Research approach : Survey method.

Research Instrument : Questionnaire.

Sample plan : Personal Interview

Sample unit : Customers of Samarth.

Sampling method : Convince probability sampling

Sample Size :

Area of survey : The area selected for survey is India

CHAPTER SIX : LITERATURE STUDY

Samarth Infotech is one of the largest technologies in the India. Samarth Infotech is

21
present in every segment of the market be it Softwares. It has supplemented its collaboration
with Arvo technologies.

LITERATURE REVIEW

Customer Satisfaction
Customer satisfaction is the key to success, getting our customers to tell you what’s good about

22
your product or services and where you need improvement. It helps you to ensure that your
businesses measure up to their expectations. The attached file contains a customer satisfaction
survey from designed to make it easy for customer to fill out and to fill and to make it easy for
you to quickly customize to exactly match your company’s activities. It also includes suggestion
for distributing the form, ensuring that customer will return the form and following up on
comments
Customer’s satisfaction defined
The reason for a business firm to come into being is the existence of customer who has unfilled
needs and wants. Customer satisfaction ha been conceptualized in several ways. It consists of
expectations, performance interaction, pleasured or displeasure and the evaluation of the benefits
of consumption.
Customer satisfaction is result of confirmation of expectation. Samarth has been focusing on the
improvement and Excellency in the processes, which it uses to satisfy there to accomplish, this it
has focused on improving customer-orientation and value chain integration. Thus meeting the
expectation of the customer.
Components of customer satisfaction/ dissatisfaction
Purchase Process: It refers to the actions of the customers in buying the product. Could he find
product easily?
Did he have to travel for to buy? Whether proper quantities were available? Was sufficient
information available?
Obviously, for a manufacture that exercises strong control over his distribution channel, any
measurement of consumer’s satisfaction should include this component.
Samarth has always been focusing on network expansion.

Decision
It refers to the extent to which the customer thinks about correctness of his decision with regard
to satisfaction. Apart from the product of the process, the customer might have regret about one
component which would affect other components. consumers to action, they must gain their
attention.

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Sales management is a business discipline which is focused on the practical application of sales
techniques and the management of a firm's sales operations. It is an important business function
as net sales through the sale of products and services and resulting profit drive most commercial
business. These are also typically the goals and performance indicators of sales management.
Sales manager is the typical title of someone whose role is sales management. The role typically
involves talent development .

Sales management is the coordination of people and resources to effectively produce the desired
goal. These long term goals can be wide ranging, however they are generally increased sales
volume, contribution to profits, and continuous growth. To achieve these objectives, sales
managers have vast responsibilities including, but not limited to: demand/sales forecasting,
establishing quotas/objectives, budgeting, organization, recruitment, training, compensation, and
sales performance evaluation. In the end of the day, however, the most important role of sales
management is not to manage sales, but to manage the people who make the sales.

The important tasks in sales management:

1. Sales planning
This area of sales management involves setting the objectives toward which the sales team will
work. Some of the individual tasks involved are setting overall sales targets, quotas,
demand/sales forecasting and strategy.

2. Recruitment of sales staff

An integral portion of sales management. Sales managers are tasked with managing the
personnel they have under them. This extends from the recruitment and hiring of staff, through
training and one on one coaching. When it comes to the recruitment of staff, sales managers must
analyze the open position, create a job description, and qualify the applicants.

3. Sales reporting
Sales management is also tasked with developing and analyzing KPI’s for their sales team. By
understanding these indicators, managers are better able to track and make adjustments to

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improve productivity. Reports passed up the ladder allow senior management to evaluate the
overall health of sales, as well as the performance of the sales manager individual

Sales Manager
A sales manager is someone who directs an organization’s sales team, oversees its processes, and
is typically in charge of talent development and leadership.

Clarity and scope is essential to sale managements, as they typically need to oversees planning
and execution of companywide targets. Having an effective management process will allow them
to drive their company forward. They’ll have a clearer vision of where they stand amongst their
competition and know how to stay ahead of the competition.

What role does a sales manager play?

Being a good sales person doesn’t directly translate into becoming a good sales manager. It is not
up to them to create sales themselves; successful sales managers must create sales through
developing, motivating, and managing competent teams. Managers must create an atmosphere
based around comradely and common goals.

1. Share organizations vision

Sales managers must instill a shared, organization-wide vision into a sales team. This vision will
give reps an idea of what the company is trying to achieve, and help direct everybody towards
that goal. Having a shared vision will light a fire under the sales teams as they move forward.

2. Communicate the mission statement

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The mission statement is key to any company attempting to on-board new hires. It creates a path
that employees can latch onto coming into an organization. Without clearly stating what a
company is trying to achieve, employees will not have clear direction.

3. Bring guide principles to sales team

Managers are tasked with providing guiding principles that are understood and supported
throughout the entire organization. These principles shape how decisions and overall policy will
be made and altered.

Sales management is the process of developing a sales force, coordinating sales operations, and
implementing sales techniques that allow a business to consistently hit, and even surpass, its
sales targets.

If your business brings in any revenue at all, a sales management strategy is an absolute must.
When it comes to boosting sales performance for any size of operation, no matter the industry,
the secret to success is always precise sales management processes.

Besides helping your company reach its sales objectives, the sales management process allows
you to stay in tune with your industry as it grows, and can be the difference between surviving
and flourishing in an increasingly competitive marketplace.

Whether you’re an experienced or new sales manager, you should be able to evaluate and gain
visibility into your current sales force with the following guide to sales management.

Once you have a clear picture of what processes to monitor and how to keep track of them,
you’ll be equipped to pinpoint issues early on, coach people before its too late, and have a better
overview of the tasks the team should be doing to increase its sales.

Overall, sales management will help businesses and their workers better understand results,
predict future performance, and develop a sense of control by covering the following three
aspects.

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The Three Key Aspects of Sales Management

There are three “umbrellas” to manage within the sales process:

 Sales Operations

 Sales Strategy

 Sales Analysis

The process will vary from business to business, especially as you work your way down the line,
but operations, strategy and analysis are the three key starting or focal points.

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Sales Operations: Building the Team

This may not be a total shocker, but the sales team is the backbone of the company; they are the
direct connection between the product and the customer.

All in all, the sales team should feel like they are a part of the company and be equipped with the
resources to progress rather than be viewed as money-making machines.

Sales Strategy: Defining the Sales Process

Once you have a team and know your targets, you might be wondering: How do you
actually carry out the sales?

Every business has a sales cycle, which is a series of tasks that helps a company’s product reach
its users. Therefore, having a sales pipeline, or sales funnel, will make that easier to maneuver
these deals to completion.

Sales Analysis: Reporting

Reporting is what allows you to understand how your current efforts affect your
company’s success and gives your insight into what you can do to increase your efforts
whether it’s hiring more salespeople or redistributing tasks.

Successful reporting involves using sales metrics, or quantifiable indicators, that tell you how
each aspect of your sales operations is performing and whether you are achieving your targets.

Collectingdata will allow you to find your ideal customer quicker and, as a result, serve them
faster. A CRM tool, which you’ll learn more about in the section on technology below, will help
you streamline your sales management process.

Who Benefits from Sales Management?

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Sales management in practice positively affects everyone involved in the sales cycle.
The more mature your sales process is, the more the manager adapts and improves it over time,
the more likely your team will achieve top performance.
In the same way that we've outlined the three aspects of sales management, there are three key
stakeholders involved with the sales management process: the sales manager, salesperson, and
customer.

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 CHAPTER SEVEN : DATA ANALYSIS AND INTERPRETATION

1) Did the salesperson spend sufficient time with you and explain everything about the
product?

Did the salesperson spend sufficient time with you and explain
everything about

Cumulative
Frequency Percent Valid Percent Percent
Valid yes 76 76.0 76.0 76.0
no 24 24.0 24.0 100.0
Total 100 100.0 100.0

Did the salesperson spend sufficient time

with you and explain everythin
no

24.00 / 24.0%

yes

76.00 / 76.0%

Interpretation:
From the above graph 76% of respondents says that sales person has spend sufficient time with
them and explained about Softwares & remaining 24% of respondents says that sales persons
haven’t spend sufficient time with them.

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2) Was the software delivered on promised time?

Was the vehicle delivered on promised time?

Cumulative
Frequency Percent Valid Percent Percent
Valid yes 67 67.0 67.0 67.0
no 33 33.0 33.0 100.0
Total 100 100.0 100.0

Was the software delivered on promised time?

no

33.0%

yes

67.0%

Interpretation:
From the above graph we came to know that 67% of the respondents replied Software delivered
on promised time and 33% of respondents replied not delivered on promise time.

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3) Were you offered a demo during your visit to our office?

] Were you offered a demo during your visit to our office?

Cumulative
Frequency Percent Valid Percent Percent
Valid yes 79 79.0 79.0 79.0
no 21 21.0 21.0 100.0
Total 100 100.0 100.0

no

yes

Interpretation:
It is clearly seen that out of 100 respondents 79% of respondents were taken demo and 21% were
not demo during the time of purchase of Software.

4) How do you feel about SAMARTH technologies Softwares?

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 How do you feel software

Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 11 11.0 11.0 11.0
good 27 27.0 27.0 38.0
Moderate 24 24.0 24.0 62.0
Satisfactory 19 19.0 19.0 81.0
unsatisfactory 19 19.0 19.0 100.0
Total 100 100.0 100.0

Excellent
unsatisfactory

good

Satisfactory

Moderate

Interpretation:
It is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27% were
good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory.

33
5) State the level of satisfaction for the service provided by SAMARTH?

State the level of satisfaction for the service provided by Samarth

Cumulative
Frequency Percent Valid Percent Percent
Valid Completely satisfied 36 36.0 36.0 36.0
satisfied 42 42.0 42.0 78.0
Dissatisfied 9 9.0 9.0 87.0
Not at all satisfied 13 13.0 13.0 100.0
Total 100 100.0 100.0

Not at all satisfied

Dissatisfied Completely satisfied

satisfied

Interpretation:

Satisfaction level for service provided by Samarth is Out of 100 respondents 36% were
completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all satisfied

34
6) What are the reasons to purchase SAMARTH Softwares?

What are the reasons to purchase Samarth software?

Cumulative
Frequency Percent Valid Percent Percent
Valid speed 47 47.0 47.0 47.0
low maintenance 5 5.0 5.0 52.0
Price 13 13.0 13.0 65.0
Wide range of products 2 2.0 2.0 67.0
Brand name 33 33.0 33.0 100.0
Total 100 100.0 100.0

Interpretation:
From the above graph we came to know that 47% of the customers purchase Samarth Software
for Service, 5% were for low maintenance, 13% were for price,2% were for wide range
products,33% were for its brand name.

7) When did you owned SAMARTH Software

When did you owned software

Cumulative
Frequency Percent Valid Percent Percent
Valid 6 month 9 9.0 9.0 9.0
1-2 years 20 20.0 20.0 29.0
3 years 47 47.0 47.0 76.0
3-5 years 24 24.0 24.0 100.0
Total 100 100.0 100.0

35
 6 month

3-5 years

1-2 years

3 years

Interpretation:
With the help of above graph we came to know that 9% of the customers are six months old,
20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.

36
 CHAPTER EIGHT : FINDINGS AND SUGGESTON

FINDINGS
1 From the survey of 100 samples, 76% of respondents says that sales person has spend
sufficient time with them and explained about Softwares & remaining 24% of
respondents says that sales persons haven’t spend sufficient time with them.
2 From analysis came to know that 67% of the respondents replied Software delivered on
promised time and 33% of respondents replied not delivered on promise time.
3 Out of 100 respondents 79% of respondents were taken test drive and 21% were not
taken test drive during the time of purchase of Software.
4 From the above chapter it is clearly seen that out of 100 respondents, 11% of respondent
were felt excellent, 27% were good, 24% were moderate, 19% were satisfactory, 19%
were un satisfactory.
5 Satisfaction level for service provided by Samarth is Out of 100 respondents 36% were
completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all
satisfied.

6 From the above chapter we came to know that 47% of the customers purchase Samarth
Software for Service, 5% were for low maintenance, 13% were for price,2% were for
wide range products,33% were for its brand name.

7 With the help of above analysis we came to know that 9% of the customers are six
months old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.
8 Out of 100 sample 45% of the customers demanded service in time,3% demanded
reliable service,19% demanded well trained mechanics, 33% demanded less labor charge.

37
The above analysis part shows that the problems faced by the customers during the time of
service is 44% were faced problem for high price spare parts, 43% for not easily available of
spare part, and lastly 13% were faced problem for delay in service

SUGGESTION

 The company should concentrate more on sales and marketing department so that more
and more products can be sold out.

 Advertisements should be the best method to advertise the products and popular among
the public.

 Cheaper products should be introduced by the company so that it can reach the middle
class public.

 Transparency should be made in between the product details and the original product sold
to the customers.

 Company –customer ratio should be maintained.

38
 CHAPTER NINE :CONCLUSION

Conclusion:
 Samarth Infotech is a major Indian Software Developer. The brand, medical software is
continually dominating the indian pharma software market in the premium segment. Its.
• Samarth Infotech is committed to prevention of Bugs, continual improvement of
environment performance and compliance with all environmental legislation and
regulations. They always believe in providing the customer 'value for money' and keeps
an special eye upon quality, safety, productivity, cost and delivery.
• In this project primary data is being used. The questionnaire is being filled up by 25
persons & according to them Samarth is a good automobile industry & should add more
features in their products & increase their production so that the company can satisfy
their needs successfully.
 So it is concluded that Samarth Infotech is a good Software industry but should do more
to satisfy the wants of customers.
 The Samarth Group is amongst the top 50 business houses in India. Its footprint stretches
over a wide range of industries.

39
 CHAPTER TEN : BIBLIOGRAPHY
Books:-

 Marketing Management – By Philip Kotler

 Marketing Management- By C.B.Gupta

Magazines:-

 Auto magazine, Aug 2019

 Over drive magazine, Sep 2019
 Business today, Aug 2019

Websites:-

 www.Samarthindia.com
 www.google.com
 www.msn.com

Newspapers:-

 Times of India Aug 27 , 19

 The Indian Express Sep 5, 19

40
 Chapter ELEVEN : ANNEXURE

ANNEXURE
Dear customer,
I am BBA student of Indira college doing a survey on sales management with regard to
Samarth Infotech. I would be grateful to you if you could spend a few minutes to fill this
questionnaire.
QUESTIONNAIRE

1] Name and Address:

2] SAMARTH technologiesmodel

3] Did the salesperson spend sufficient time with you and explain everything about
the Software ?

Yes No

4] Was the Software delivered on promised time?

Yes No

5] Were you offered a demo during your visit to our office?

Yes No

6] How do you feel about SAMARTH technologiesSoftwares?

a] Excellent b] good c] Moderate

d] Satisfactory e] unsatisfactory

7] State the level of satisfaction for the service provided by SAMARTH?

a] Completely satisfied b]satisfied c] Dissatisfied

41
 d] Not at all satisfied e] Neither satisfied nor dissatisfied

8] What are the reasons to purchase SAMARTH Softwares?

a] service b] low maintenance c] Price

d] Wide range of products e] Brand name

9] When did you owned SAMARTH Software

a) 6 month b) 1-2 years

c) 3 years d] 3-5 years

10] What are improvements in service that you demand from SAMARTH?

a] Service in time b] reliable service

c] well trained mechanics c] less labor charge

11] What are the different problems that you face at the time of service of your
Software?

a] High price spare parts b] Non availability of spare parts

c] Delay in service d] Low quality of spare parts

12] How do you rate the service performance of SAMARTH?

A] Very Good b] Good c] Average

D] Bad e] Very bad

13] Do you have any complaint, problem regarding availability of spares parts &
Other services?

42
14] Do you suggest any improvement in SAMARTH?

43
 A
Project Report On
“ SALES & MARKITING ”
AT
SAMARTH INFOTECH

SUBMITED TO
Savitribai Phule Pune University
In Partial Fulfillment of the Requirement for Award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION

By
YESH DHOOT
(MARKETING)
SEAT NO.

Under the Guidance of

(PROF. DIPAK UMBARKAR)

CHANAKYA EDUCATION SOCIETY’S

INDIRA COLLEGE OF COMMERCE & SCIENCE
PUNE - 410401

(2019-2020)
1
 DECLARATION

I hereby declare that the project titled “SALES AND MARKETING AT SAMARTH

INFOTECH” is an original piece of research work carried out by me under the guidance and

supervision of Prof. Dipak Umbarkar. The information has been collected from genuine &

authentic sources. The work has been submitted in partial fulfillment of the requirement of

Bachelor of Business Administration to Savitribai Phule Pune University.

Place: Signature:

Date: Name of the student

2
 ACKNOWLEDGEMENT

I take this opportunity and privilege to express my gratitude to Honorable Tarita Shankar &
Professor Chetan Wakadkar, and Chanakya Education Society, Pune and Dr. Janardan
Pawar, Principal, ICCS. They have been a source of inspiration to me and I am indebted to
them for initiating me in the field of research.
I am deeply indebted to Faculty Member, Prof. Dipak Umbarkar, my research guide at
Chanakya Education Society’s Indira College of Commerce & Science, Pune without whose
help completion of this Project was highly impossible.

I take this opportunity and privilege to articulate my deep sense of gratefulness to the
managing director, and the staff of SAMARTH INFOTECH for their timely help and
positive encouragement.

I wish to express a special thanks to all teaching and non-teaching staff members of Indira
College of Commerce & Science, Pune for their continuous support. I would like to
acknowledge all my family members, relatives and friends for their help and encouragement.

Place:

Date: YASH DHOOT

3
 INDEX

S.NO CONTENTS PAGE NO

1. Introduction 6

2. Organization Profile 11

3. Objectives of the study 21

4. Scope & Limitation of study 23

5. Research Methodology 24

6. Literature Study 26

7. Data Analysis And Interpretation 40

8. Finding and suggestion 47

9. Conclusion 49

10. Bibliography 50

11 Annexure 51

4
 CHAPTER ONE : INTRODUCTION

Introduction of sales management:

In today’s global market Managers face many challenges related to fulfilling customer's needs
and expectations.Due to globalization of goods and services customer service has become more
complex. Abundant information has helped customers to take proper decision and concerned
with how a sales person can solve problem and add value to a product or service. Role of
intermediaries is more important to success in this competitive global market place. As a result
sales managers have new challenge of responding to new environment with innovative
techniques for managing and motivating the sales force which defines general sales management
as examining the role of sales manager and focusing on methods used to manage, lead and
motivate employees

Sales management defined:

Sales management can be defined as planning, implementing and controlling personal contact
programs designed to achieve the sales and profile objectives of the firm. Sales managers assign
territories, set goals and establish training programs and also individual goals. They monitor the
performance of sales people and continually offer direction and leadership on ways to improve
their performance.
Organization structure for sales management varies on firm’s size and strategy. The structure
consists of unit manager, district manager, regional manager, general manager and vice president
of sales. There are distinct differences in bottom and top level manager is the amount of time
they spend on their tasks. Lower level managers spend majority of time on staffing, directing and
monitoring salespeople while top level managers focuses on planning, organizing and
coordinating their sales strategy, and also sets objective, develop strategies and policies and
establish budgets.

5
Sales management strategies:
Sales managers faces many challenges while designing an effective sales strategy like the sale
forces structure, size of sales force needed, methods to deliver message etc. Strategy varies on
the number of products that the firm offers. Territorial strategy is used when selling one product
line to a single industry with customers in many locations through which a sales manager will
assign sales representatives to exclusive territories in a given region.Product sales force strategy
is often used when a firm sells along product lines, sales managers will require their
representative to focus on selling small or single product and used when products are numerous
and complex. It is used in health care sales focusing sales to doctors and healthcare provider.
Sales managers may use a customer focused sales force strategy where products and services are
matched to target customers.

A) Motivating the sales force:

Motivation is an important aspect of sales management. There are many reasons for sales force
to have motivation.Firstly, sales people must cope with acceptance and rejection on a continual
basis. They go from being exhilarated as a result of big sales to disappointment as a result of
being turned down. Sales people will spend many hours on road away from family which may
affect their morale. Sales people usually operate without managerial supervision which indicates
that they require high level of self-motivation to gain good results. Motivation influences the
level of enthusiasm a sales person has in presenting the products and services to the customer
which influences the decision of customers to purchase. Sales managers are responsible for
maintaining an effective level of motivation in their staffs.
Managers can use various tools to successfully motivate their sales force. The most powerful
motivator is a well-designed compensation package like good balance of salary, bonuses and
commission. Managers define selling objectives in the form of quotas, established compensation
levels and an effective proportion. Sales managers use straight commission to reward sales
people for their accomplishments which foster independence, rather than their time or effort. It is
a strong motivator in that payout only occurs if sales is made, resulting in lower cost for
company. It is favorable for companies wanting to minimize compensation costs especially new
growing companies.

6
Another compensation program frequently used is salary plus bonus which is a base salary with a
performance based bonus paid when sales goals and quotas are achieved. Unlike straight
commission, this program reduces rate of employee turnover and encourages salespeople to build
long term relation with customer. When selling complex products or services, a salary plus
commission structure may be used to compensate the sales force. Under this, a sales person is
guaranteed a base salary and is awarded a commission based on factors determined by
organization. It is structured around upper and lower thresholds related to sales volume.
Salary plus commission and bonus is a combination of the aforementioned programs which
combines the stability of a salary, the incentive of a commission as well as special bonus award.
There is complexity in administering the program.Short term incentive programs are often used
by firms to motivate salespeople beyond standard compensation package. Sales contest are the
most common incentives used to generate excitement about selling products and services.
Contest usually runs for a limited time and includes cash prizes or travel to those salespeople
who achieve a certain level of sales. This contest should be rolled out during slower seasons of
given industry in order to boost and to generate increment revenue.

7
 B) Recruiting a successful sales force:

The sales manager is responsible for recruiting sales people by identifying source for new
employee, screening applicants, conducting interviews, contacting references and recommending
candidates to regional manager. Regional sales manager recruits and selects new sales people
when needed. Managers should identify certain qualities when recruiting candidates for
employment like personality, empathy, ego and optimism which are good personality attributes.
Empathy is the ability to sense the reaction of another person and ego refers to the inner need to
persuade another individual for one's own satisfaction. Optimism and enthusiasm are good
indicators of the ability of a salesperson.
Candidate selection process will resemble
1. First interview by district sales manager
2. Candidates that submit an application are invited to a second interview with district
manager
3. Candidates may spend a day in the field with a salesperson and district manager receives
feedback from the sales person on the candidate's level of enthusiasm
4. District manager checks the candidate's reference and criminal background
5. Regional sales manager interviews the candidate
6. Regional manager and district manager discuss the candidate via telephone conference or
personal meeting
7. Regional sales manager formally offers the job to the candidate
8. Physical examination is needed if offer is accepted by the candidate

8
 C) Total Quality Management (TQM) and customer satisfaction :

A primary responsibility of a sales manager is managing relation with customers. TQM is

defined as a management process and set of discipline that are coordinated to ensure that the
organization consistently meets customer expectations. In sales and marketing context, TQM
defines the quality of the sales and services effort in terms of customer satisfaction. The goal of
TQM is to sell service and quality driven value, to create loyal customers and long term profits.
Marketing designs its new products with the customer in mind.
The customer is considered from every aspect of TQM. By focusing on customer expectation
and questioning those using formal techniques, TQM can discover previous misconceptions and
new opportunities. They are making improvements to products and services, eliminating defects,
doing right for the first time and understanding the employees. Intangible issues are considered
when managing relationships with customer which is a difficult process. Customers are expected
to give feed backs to the company on products and services to allow continuous improvement to
the process.Customer satisfaction is central to the philosophy of TQM. Insale management TQM
suggests that organizations need to have the majority of employees in customer support functions
with fewer staff positions which allow organization to be flexible enough to change quickly to
support new sales opportunities.

9
 D) Career paths:
Sales management jobs are found in both consumer and commercial industries in positions
ranging from district manager to vice president of marketing and sales, to top sales management
of the firm. Competition for sales management job can be intense. Sales managers typically start
out as salespeople, working their way to the top with strong leadership and organizational
abilities. It is likely that a sales representative will spend a portion of their career as a district or
regional sales trainer before moving into a senior sales management role. The progression of
salespeople into management positions vary based on the size and organizational structure of the
organization.
Therefore, in today’s marketplace, manager face many challenging needs and expectations. As a
results, sales managers have a new challenge of responding to this new competitive global
marketplace.

10
 CHAPTER TWO : ORGANISATION PROFILE

ABOUT US The journey for Samarth Technologies began a year ago with coming together of a
team having great talent, enthusiasm, with each member an expert in his/her own field. Samarth
first began as an E-learning company but has since diversified into providing varied digital and
IT services. Since its inception, Samarth Technologies has worked with clients from varied
domains. We consider our relations with our customers to be of utmost significance to us and
maintain a friendly rapport to ensure that we understand their changing needs on a consistent
basis.At this stage of our journey, it is no longer a surprise that Samarth Technologies delivers
projects of such impeccable standards and now boasts an overwhelming stack of clientele."
GOLDEN WORDS FROM FOUNDER Santosh envisioned this company to serve as a one-stop
destination to provide valuebased, cost effective web development and Software services to
small business seeking quality solutions to meet their business demands. Moving ahead, his
extended streak of visibility in the current era of technology and experience of more than 17
years cemented his venture. Having worked at different levels with renowned IT companies in
Pune, Santosh acquired great learning experiences across several domains. Having seen a
bulging demand for good quality, custom tailored development services at a price that don‟t
seem exorbitant to small scale businesses, his innovative thoughts paved the path for a decision
to set up his own venture. His initial flurry of web-projects and e-learning work gained him
recognition from the several reputed clients. Later, in an unprecedented move for one so early, he
has been approached by few large corporations as well, owing to his never ending passion to
guarantee customer satisfaction at all costs.
Our Vision To maintain the highest standards of efficiency and quality, creating „value for
money‟ for our esteemed clients to nurture long-term partnerships. 17 Our Mission To provide
great business values and digital services without the slightest compromise on quality in a cost
effective manner.

11
Brand Values

Brand values: Learning, Innovation, Perfection, Speed and Transparency.

Samarth constantly inspires confidence through excitement technologies.

Learning:
Learning is how we ensure proactivity.
It is a value that embraces knowledge as the platform for building well informed, reasoned, and
decisive actions.

Innovation:
Innovation is how we create the future.
It is a value that provokes us to reach beyond the obvious in pursuit of that which exceeds the
ordinary.
Perfection:
Perfection is how we set new standards.
It is a value that exhibits our determination to excel by endeavouring to establish new
benchmarks all the time.
Speed:
Speed is how we convey clear conviction.
It is a value that keeps us sharply responsive, mirroring our commitment towards our goals and
processes.
Transparency:
Transparency is how we characterise ourselves.
It is a value that makes us worthy of credibility through integrity, of trust through sensitivity and
of loyalty through interdependence

Product:

12
Samarth specialize at addressing the organizational training and development needs by
converting your content into high quality, highly engaging and interactive Software material, that
too at a budget of client's dreams! Whatever the requirement and budget may be, Samarth ensure
that they do not stop until we meet the client‟s satisfaction. They believe that delivering quality,
even at a low client budget, can help us succeed in the long run by sustaining long term strategic
partnerships with our clients.

WHAT SAMARTH DO?

They maintain constant communication so that client are aware of the progress of the project and
can thus add in your inputs. Our instructional designers comply with all international standards
and compliances and have many years of learning experience in creating Software . Objectives:

1) Affordable, custom Software development

2) Engaging & interactive Software courses

3) Effective tutorials for any software

4) On-time delivery of courses

5) Courses across all platforms

6) Multi-lingual training options

7) Blended learning curriculum design

HISTORICAL BACKGROUND

13
 COMPANY PROFILE

Samarth Infotech Ltd. is the exporter of software. Its promoted by the highly qualified
and experienced promoters having a successful track record of more than 40 years of experience
in the manufacture of Software.
Samarth Brand Identity
Our brand is the visual expression of our thoughts and actions. It conveys to everyone our
intention to constantly inspire confidence. Our customers are the primary audience for our brand.
Indeed, our brand identity is shaped as much by their belief in Samarth as it is by our own vision.
Everything we do must always reinforce the distinctiveness and the power of our brand. We can
do this by living our brand essence and by continuously seeking to enhance our customer’s
experience. In doing so, we ensure a special place for ourselves in the heats and minds of our
customers.
Samarth Brand Essence
Our brand Essence is the soul of our brand. Our brand essence encapsulates our mission
at Samarth.
It is the singular representation of our terms of endearment with our customers. it provides the
basis on which we grow profitably in the market. Our brand essence is excitement. Samarth
strives to inspire confidence through excitement technologies. Blending together youthful
creativity and competitive technology to exceed the spoken and the implicit expectation of our
customers. By challenging the given. By exploring the unknown and thereby stretching ourselves
towards tomorrow, today.
Samarth Brand Values
We live our brand by its values of learning, innovation. Perfection, speed and
transparency. Samarth will constantly inspire confidence through excitement technologies.
Learning: Learning is how we ensure proactively. It is a value that embraces knowledge as the
platform for building well informed, reasoned and decisive actions.
Innovation: Innovation is how we create the future. It is a value that provokes us to reach
beyond the obvious in pursuit of that which exceeds the ordinary.
Perfection: Perfection is how we set new standards. It is a value that exhibits our determination
to excel by endeavoring to establish new benchmarks all the time.
Speed: Speed is how we convey clear conviction. It is a value that keeps us sharply responsive.

14
Mirroring our commitment towards our goals and processes.
Transparency: Transparency is how we characterize ourselves. It is a value that makes us
worthy of credibility through integrity, of trust through sensitivity and of loyalty through
interdependence.
Industry Profile:
Founder AJIT KARHALE

Year of Establishment 2014

Industry Software

Business Group The Samarth Group

Listings & its codes -

Presence Distribution network covers All citys in India.

Joint Venture Arvo technologies .

Registered & Head Office Akurdi Pune - 411035

India
Tel.: +(91)-(20)-27472851
Fax: +(91)-(20)-27473398

Works Waluj Aurangabad 431136

Pune, Wagholi, Pune 411501

E-mail info@samarthinfotech.in

Website www.Samarthinfotech.in

Company Perspectives: Our Philosophy: We approach our responsibilities with ambition and
resourcefulness. We organize ourselves for a transparent and harmonious flow of work. We

15
respect sound theory and encourage creative experimentation. And we make our workplace a
source of pride. We believe in: Transparency a commitment that the business is managed along
transparent lines. Fairness & macho all stakeholders in the Company, but especially to minority
shareholders. Disclosure--of all relevant financial and non-financial information in an easily
understood manner. Supervision-- of the Company's activities by a professionally competent and
independent Board of Directors.

CHAPTER FOUR : OBJECTIVES OF THE STUDY

16
The main objective to study this project is to know about the different strategies of Samarth ltd.
The main objectives in the mind: o to study company profile o to study the products offered o to
study the financial position of Samarth Infotechmobiles o to study the different policies o to
study the price range of different products of different companies.
Environmental policy
Towards creating and preserving a cleaner environment
Samarth Infotech Ltd., Developer of two and three wheeler Softwares is committed to prevention
of pollution, continual improvement of our environmental performance and compliance with all
applicable environmental legislation and regulations.
Towards this, we shall strive to:
Create a proactive environment management system that addresses all environmentally
significant aspects related to our products and processes,
Minimize the generation of waste and conserve resources through better technology and
practices, and Promote environmental awareness amongst our employees and motivate them to
fulfill our commitments.

Quality Policy
We at Samarth Infotech continue to firmly believe in providing the customer Value for money,
for years through our products and services. This we shall maintain and improve.
In our decision making, quality, safety and service will be given as much consideration as
productivity, cost and delivery.
Quality shall be built into every aspect of our work life and business operations. Quality
improvements and customer satisfaction shall be the responsibility of every employee.

TPM Policy

We at Samarth Infotech adopt Total Productivity Maintenance as a means of creating a safe and
participative work environment in which all employees target the elimination of losses in order

17
to continuously enhance the capacity, flexibility, reliability and capability of its processes,
leading to higher employee morale and greater organizational profitability.

CHAPTER FOUR : SCOPE OF THE STUDY

The satisfaction level of the customer study will help to know the performnace of
SAMARTH Motors & it also help the management can emphasize on their weaker areas for
improvement.
LIMITATION:
1. This research is geographically restricted to India only, hence the result cannot be
extrapolated to other places.

18
 2. The seriousness of the respondents and their ability to justify their answers may also be a
limitation.
3. Findings are based on sample survey.
4. The study is also restrained by time factor.

CHAPTER FIVE : RESEARCH METHODOLOGY

Research methodology is the systematic approach to the given problem. In other words, it
is the way in which we go for collection of data. There fore the better way of collecting data is
very important than the data collected because ultimately the data collected is depended upon
how we approach towards the data. The data has been collected in the following ways:

 PRIMARY DATA:

19
Primary data is the actual and very important data collected by researchers. It involves the formal
way of collecting data wherein there is a formal meeting with different managerial personnel,
operations staff and personal observations.

The following were the sources of primary data

 The questionnaire prepared after discussion with the guide ,is the tool for primary
Data collection

 Experts views

SECONDARY DATA:

It is the data which is already collected by someone else and which is used for our study purpose.
It is the data, which gives relevant information in different fields wherever we want. The
following were the sources of secondary data

 Websites.
 Company Manuals, Magazine.
 Company Reports.

RESEARCH METHODOLOGY

Data Source : Primary Data

20
 (From questionnaire and personal interaction)

Secondary data –Website, Company Manuals,

Company Reports, Magazine .

Research approach : Survey method.

Research Instrument : Questionnaire.

Sample plan : Personal Interview

Sample unit : Customers of Samarth.

Sampling method : Convince probability sampling

Sample Size :

Area of survey : The area selected for survey is India

CHAPTER SIX : LITERATURE STUDY

Samarth Infotech is one of the largest technologies in the India. Samarth Infotech is

21
present in every segment of the market be it Softwares. It has supplemented its collaboration
with Arvo technologies.

LITERATURE REVIEW

Customer Satisfaction
Customer satisfaction is the key to success, getting our customers to tell you what’s good about

22
your product or services and where you need improvement. It helps you to ensure that your
businesses measure up to their expectations. The attached file contains a customer satisfaction
survey from designed to make it easy for customer to fill out and to fill and to make it easy for
you to quickly customize to exactly match your company’s activities. It also includes suggestion
for distributing the form, ensuring that customer will return the form and following up on
comments
Customer’s satisfaction defined
The reason for a business firm to come into being is the existence of customer who has unfilled
needs and wants. Customer satisfaction ha been conceptualized in several ways. It consists of
expectations, performance interaction, pleasured or displeasure and the evaluation of the benefits
of consumption.
Customer satisfaction is result of confirmation of expectation. Samarth has been focusing on the
improvement and Excellency in the processes, which it uses to satisfy there to accomplish, this it
has focused on improving customer-orientation and value chain integration. Thus meeting the
expectation of the customer.
Components of customer satisfaction/ dissatisfaction
Purchase Process: It refers to the actions of the customers in buying the product. Could he find
product easily?
Did he have to travel for to buy? Whether proper quantities were available? Was sufficient
information available?
Obviously, for a manufacture that exercises strong control over his distribution channel, any
measurement of consumer’s satisfaction should include this component.
Samarth has always been focusing on network expansion.

Decision
It refers to the extent to which the customer thinks about correctness of his decision with regard
to satisfaction. Apart from the product of the process, the customer might have regret about one
component which would affect other components. consumers to action, they must gain their
attention.

23
Sales management is a business discipline which is focused on the practical application of sales
techniques and the management of a firm's sales operations. It is an important business function
as net sales through the sale of products and services and resulting profit drive most commercial
business. These are also typically the goals and performance indicators of sales management.
Sales manager is the typical title of someone whose role is sales management. The role typically
involves talent development .

Sales management is the coordination of people and resources to effectively produce the desired
goal. These long term goals can be wide ranging, however they are generally increased sales
volume, contribution to profits, and continuous growth. To achieve these objectives, sales
managers have vast responsibilities including, but not limited to: demand/sales forecasting,
establishing quotas/objectives, budgeting, organization, recruitment, training, compensation, and
sales performance evaluation. In the end of the day, however, the most important role of sales
management is not to manage sales, but to manage the people who make the sales.

The important tasks in sales management:

1. Sales planning
This area of sales management involves setting the objectives toward which the sales team will
work. Some of the individual tasks involved are setting overall sales targets, quotas,
demand/sales forecasting and strategy.

2. Recruitment of sales staff

An integral portion of sales management. Sales managers are tasked with managing the
personnel they have under them. This extends from the recruitment and hiring of staff, through
training and one on one coaching. When it comes to the recruitment of staff, sales managers must
analyze the open position, create a job description, and qualify the applicants.

3. Sales reporting
Sales management is also tasked with developing and analyzing KPI’s for their sales team. By
understanding these indicators, managers are better able to track and make adjustments to

24
improve productivity. Reports passed up the ladder allow senior management to evaluate the
overall health of sales, as well as the performance of the sales manager individual

Sales Manager
A sales manager is someone who directs an organization’s sales team, oversees its processes, and
is typically in charge of talent development and leadership.

Clarity and scope is essential to sale managements, as they typically need to oversees planning
and execution of companywide targets. Having an effective management process will allow them
to drive their company forward. They’ll have a clearer vision of where they stand amongst their
competition and know how to stay ahead of the competition.

What role does a sales manager play?

Being a good sales person doesn’t directly translate into becoming a good sales manager. It is not
up to them to create sales themselves; successful sales managers must create sales through
developing, motivating, and managing competent teams. Managers must create an atmosphere
based around comradely and common goals.

1. Share organizations vision

Sales managers must instill a shared, organization-wide vision into a sales team. This vision will
give reps an idea of what the company is trying to achieve, and help direct everybody towards
that goal. Having a shared vision will light a fire under the sales teams as they move forward.

2. Communicate the mission statement

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The mission statement is key to any company attempting to on-board new hires. It creates a path
that employees can latch onto coming into an organization. Without clearly stating what a
company is trying to achieve, employees will not have clear direction.

3. Bring guide principles to sales team

Managers are tasked with providing guiding principles that are understood and supported
throughout the entire organization. These principles shape how decisions and overall policy will
be made and altered.

Sales management is the process of developing a sales force, coordinating sales operations, and
implementing sales techniques that allow a business to consistently hit, and even surpass, its
sales targets.

If your business brings in any revenue at all, a sales management strategy is an absolute must.
When it comes to boosting sales performance for any size of operation, no matter the industry,
the secret to success is always precise sales management processes.

Besides helping your company reach its sales objectives, the sales management process allows
you to stay in tune with your industry as it grows, and can be the difference between surviving
and flourishing in an increasingly competitive marketplace.

Whether you’re an experienced or new sales manager, you should be able to evaluate and gain
visibility into your current sales force with the following guide to sales management.

Once you have a clear picture of what processes to monitor and how to keep track of them,
you’ll be equipped to pinpoint issues early on, coach people before its too late, and have a better
overview of the tasks the team should be doing to increase its sales.

Overall, sales management will help businesses and their workers better understand results,
predict future performance, and develop a sense of control by covering the following three
aspects.

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The Three Key Aspects of Sales Management

There are three “umbrellas” to manage within the sales process:

 Sales Operations

 Sales Strategy

 Sales Analysis

The process will vary from business to business, especially as you work your way down the line,
but operations, strategy and analysis are the three key starting or focal points.

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Sales Operations: Building the Team

This may not be a total shocker, but the sales team is the backbone of the company; they are the
direct connection between the product and the customer.

All in all, the sales team should feel like they are a part of the company and be equipped with the
resources to progress rather than be viewed as money-making machines.

Sales Strategy: Defining the Sales Process

Once you have a team and know your targets, you might be wondering: How do you
actually carry out the sales?

Every business has a sales cycle, which is a series of tasks that helps a company’s product reach
its users. Therefore, having a sales pipeline, or sales funnel, will make that easier to maneuver
these deals to completion.

Sales Analysis: Reporting

Reporting is what allows you to understand how your current efforts affect your
company’s success and gives your insight into what you can do to increase your efforts
whether it’s hiring more salespeople or redistributing tasks.

Successful reporting involves using sales metrics, or quantifiable indicators, that tell you how
each aspect of your sales operations is performing and whether you are achieving your targets.

Collectingdata will allow you to find your ideal customer quicker and, as a result, serve them
faster. A CRM tool, which you’ll learn more about in the section on technology below, will help
you streamline your sales management process.

Who Benefits from Sales Management?

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Sales management in practice positively affects everyone involved in the sales cycle.
The more mature your sales process is, the more the manager adapts and improves it over time,
the more likely your team will achieve top performance.
In the same way that we've outlined the three aspects of sales management, there are three key
stakeholders involved with the sales management process: the sales manager, salesperson, and
customer.

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 CHAPTER SEVEN : DATA ANALYSIS AND INTERPRETATION

1) Did the salesperson spend sufficient time with you and explain everything about the
product?

Did the salesperson spend sufficient time with you and explain
everything about

Cumulative
Frequency Percent Valid Percent Percent
Valid yes 76 76.0 76.0 76.0
no 24 24.0 24.0 100.0
Total 100 100.0 100.0

Did the salesperson spend sufficient time

with you and explain everythin
no

24.00 / 24.0%

yes

76.00 / 76.0%

Interpretation:
From the above graph 76% of respondents says that sales person has spend sufficient time with
them and explained about Softwares & remaining 24% of respondents says that sales persons
haven’t spend sufficient time with them.

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2) Was the software delivered on promised time?

Was the vehicle delivered on promised time?

Cumulative
Frequency Percent Valid Percent Percent
Valid yes 67 67.0 67.0 67.0
no 33 33.0 33.0 100.0
Total 100 100.0 100.0

Was the software delivered on promised time?

no

33.0%

yes

67.0%

Interpretation:
From the above graph we came to know that 67% of the respondents replied Software delivered
on promised time and 33% of respondents replied not delivered on promise time.

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3) Were you offered a demo during your visit to our office?

] Were you offered a demo during your visit to our office?

Cumulative
Frequency Percent Valid Percent Percent
Valid yes 79 79.0 79.0 79.0
no 21 21.0 21.0 100.0
Total 100 100.0 100.0

no

yes

Interpretation:
It is clearly seen that out of 100 respondents 79% of respondents were taken demo and 21% were
not demo during the time of purchase of Software.

4) How do you feel about SAMARTH technologies Softwares?

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 How do you feel software

Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 11 11.0 11.0 11.0
good 27 27.0 27.0 38.0
Moderate 24 24.0 24.0 62.0
Satisfactory 19 19.0 19.0 81.0
unsatisfactory 19 19.0 19.0 100.0
Total 100 100.0 100.0

Excellent
unsatisfactory

good

Satisfactory

Moderate

Interpretation:
It is clearly seen that out of 100 respondents, 11% of respondent were felt excellent, 27% were
good, 24% were moderate, 19% were satisfactory, 19% were un satisfactory.

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5) State the level of satisfaction for the service provided by SAMARTH?

State the level of satisfaction for the service provided by Samarth

Cumulative
Frequency Percent Valid Percent Percent
Valid Completely satisfied 36 36.0 36.0 36.0
satisfied 42 42.0 42.0 78.0
Dissatisfied 9 9.0 9.0 87.0
Not at all satisfied 13 13.0 13.0 100.0
Total 100 100.0 100.0

Not at all satisfied

Dissatisfied Completely satisfied

satisfied

Interpretation:

Satisfaction level for service provided by Samarth is Out of 100 respondents 36% were
completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all satisfied

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6) What are the reasons to purchase SAMARTH Softwares?

What are the reasons to purchase Samarth software?

Cumulative
Frequency Percent Valid Percent Percent
Valid speed 47 47.0 47.0 47.0
low maintenance 5 5.0 5.0 52.0
Price 13 13.0 13.0 65.0
Wide range of products 2 2.0 2.0 67.0
Brand name 33 33.0 33.0 100.0
Total 100 100.0 100.0

Interpretation:
From the above graph we came to know that 47% of the customers purchase Samarth Software
for Service, 5% were for low maintenance, 13% were for price,2% were for wide range
products,33% were for its brand name.

7) When did you owned SAMARTH Software

When did you owned software

Cumulative
Frequency Percent Valid Percent Percent
Valid 6 month 9 9.0 9.0 9.0
1-2 years 20 20.0 20.0 29.0
3 years 47 47.0 47.0 76.0
3-5 years 24 24.0 24.0 100.0
Total 100 100.0 100.0

35
 6 month

3-5 years

1-2 years

3 years

Interpretation:
With the help of above graph we came to know that 9% of the customers are six months old,
20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.

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 CHAPTER EIGHT : FINDINGS AND SUGGESTON

FINDINGS
1 From the survey of 100 samples, 76% of respondents says that sales person has spend
sufficient time with them and explained about Softwares & remaining 24% of
respondents says that sales persons haven’t spend sufficient time with them.
2 From analysis came to know that 67% of the respondents replied Software delivered on
promised time and 33% of respondents replied not delivered on promise time.
3 Out of 100 respondents 79% of respondents were taken test drive and 21% were not
taken test drive during the time of purchase of Software.
4 From the above chapter it is clearly seen that out of 100 respondents, 11% of respondent
were felt excellent, 27% were good, 24% were moderate, 19% were satisfactory, 19%
were un satisfactory.
5 Satisfaction level for service provided by Samarth is Out of 100 respondents 36% were
completely satisfied, 42%were satisfied, 9% were dissatisfied, 13% were not at all
satisfied.

6 From the above chapter we came to know that 47% of the customers purchase Samarth
Software for Service, 5% were for low maintenance, 13% were for price,2% were for
wide range products,33% were for its brand name.

7 With the help of above analysis we came to know that 9% of the customers are six
months old, 20% are 1-2 years old, 47% are 3 years old, 24% are 3-5 years old.
8 Out of 100 sample 45% of the customers demanded service in time,3% demanded
reliable service,19% demanded well trained mechanics, 33% demanded less labor charge.

37
The above analysis part shows that the problems faced by the customers during the time of
service is 44% were faced problem for high price spare parts, 43% for not easily available of
spare part, and lastly 13% were faced problem for delay in service

SUGGESTION

 The company should concentrate more on sales and marketing department so that more
and more products can be sold out.

 Advertisements should be the best method to advertise the products and popular among
the public.

 Cheaper products should be introduced by the company so that it can reach the middle
class public.

 Transparency should be made in between the product details and the original product sold
to the customers.

 Company –customer ratio should be maintained.

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 CHAPTER NINE :CONCLUSION

Conclusion:
 Samarth Infotech is a major Indian Software Developer. The brand, medical software is
continually dominating the indian pharma software market in the premium segment. Its.
• Samarth Infotech is committed to prevention of Bugs, continual improvement of
environment performance and compliance with all environmental legislation and
regulations. They always believe in providing the customer 'value for money' and keeps
an special eye upon quality, safety, productivity, cost and delivery.
• In this project primary data is being used. The questionnaire is being filled up by 25
persons & according to them Samarth is a good automobile industry & should add more
features in their products & increase their production so that the company can satisfy
their needs successfully.
 So it is concluded that Samarth Infotech is a good Software industry but should do more
to satisfy the wants of customers.
 The Samarth Group is amongst the top 50 business houses in India. Its footprint stretches
over a wide range of industries.

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 CHAPTER TEN : BIBLIOGRAPHY
Books:-

 Marketing Management – By Philip Kotler

 Marketing Management- By C.B.Gupta

Magazines:-

 Auto magazine, Aug 2019

 Over drive magazine, Sep 2019
 Business today, Aug 2019

Websites:-

 www.Samarthindia.com
 www.google.com
 www.msn.com

Newspapers:-

 Times of India Aug 27 , 19

 The Indian Express Sep 5, 19

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 Chapter ELEVEN : ANNEXURE

ANNEXURE
Dear customer,
I am BBA student of Indira college doing a survey on sales management with regard to
Samarth Infotech. I would be grateful to you if you could spend a few minutes to fill this
questionnaire.
QUESTIONNAIRE

1] Name and Address:

2] SAMARTH technologiesmodel

3] Did the salesperson spend sufficient time with you and explain everything about
the Software ?

Yes No

4] Was the Software delivered on promised time?

Yes No

5] Were you offered a demo during your visit to our office?

Yes No

6] How do you feel about SAMARTH technologiesSoftwares?

a] Excellent b] good c] Moderate

d] Satisfactory e] unsatisfactory

7] State the level of satisfaction for the service provided by SAMARTH?

a] Completely satisfied b]satisfied c] Dissatisfied

41
 d] Not at all satisfied e] Neither satisfied nor dissatisfied

8] What are the reasons to purchase SAMARTH Softwares?

a] service b] low maintenance c] Price

d] Wide range of products e] Brand name

9] When did you owned SAMARTH Software

a) 6 month b) 1-2 years

c) 3 years d] 3-5 years

10] What are improvements in service that you demand from SAMARTH?

a] Service in time b] reliable service

c] well trained mechanics c] less labor charge

11] What are the different problems that you face at the time of service of your
Software?

a] High price spare parts b] Non availability of spare parts

c] Delay in service d] Low quality of spare parts

12] How do you rate the service performance of SAMARTH?

A] Very Good b] Good c] Average

D] Bad e] Very bad

13] Do you have any complaint, problem regarding availability of spares parts &
Other services?

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14] Do you suggest any improvement in SAMARTH?

43