EXECUTIVE SUMMARY

Working with Bajaj Finserv was a great learning experience in all total. Every day was
challenging as there was always something new to learn at every step. Every day was a market
survey and dealing with all sort of problems. Exposure to the market and its industry taught
me lot of things such as dealing with the customers, convincing them to crack the deal, handling
customers complaints. Also at Bajaj Finserv I Pitch the Customer to convince them to purchase
on EMI with Bajaj Finserv for offering Retail EMI service to the Bajaj Customers and convince
more and more customer to buy Bajaj Finserv EMI card.

In doing all sort of thing I also experienced lot of things that I felt that has to be sorted out for
smooth working to the system such like customer to opt for Bajaj Retail EMI should be
increased and in addition Customer to offer the service should also be increased.

As there are huge rush in the weekend so spending a weekend at the Big Bazar, Brand Factory
and Central Mall of Future group was the best learning experience one can had. All the
customer dealing I learned were used there at the same time to handle the situation and solve
the problem.
Chapter:- 1

INTRODUCTION

2
Title: A study on customer loss(Sales Funnel Analysis) with reference to

Bajaj Finserv

It was a great pleasure to work “Bajaj Finserv” I usually give a special thanks
to area sales manager of Bajaj Finserv Mr. Abhishek Singh who gave me a special
opportunity to work with him and with his team. The main frame of this research is
customers and the sampling size was 100 customers.

The study is helpful to determine at which stages the team is losing the most
opportunities. They can go to work plugging the leaks that have sprung at those specific stages.
In this case, it is clear that the Demo stage is where reps are struggling to convert.

The above study is very helpful to improve the sales of EMI card of Bajaj Fin
serv . It also helps in achieving maximum sales level and market coverage for Bajaj
Finserv. It helps the company to introduce new products with promotional strategies
which will attract more customers ultimately leading to increase in the Market Share .

An EMI Network Card is a payment instrument with a pre-approved loan amount. By

swiping the card at any partner store or online websites, you can convert your purchases
into easy EMI’s. You can use it to shop for your favorite electronic items and appliances,
gadgets, clothes, accessories, eyewear, footwear, watches, groceries, book flight tickets,
holiday packages, pay for coaching classes and more.

In today’s competitive world, a firm has to attract the interest of the customers
satisfaction by providing effective service to them consistently as per their taste and
requirements. They have to understand and know customer needs and preferences.
Marketing occupies an important position in the organization with regard to business.
A customer is the king and has the right to choose from a large vari ety of offering. He
is the central point and all marketing activities revolve around him. Today market is a
more consumer oriented in the sense all the business operations revolve around the
customer satisfaction and service.

Every organization exists to provide some goods & services to the customers.
These goods and services are called, as products of the organization. A product can be
anything that is used by the consumer to satisfy his needs and want. So meeting this
need of the customer becomes a challenging.

3
 Every organization has to improve their sales for that most important thing is
promotion, it is required to create awareness about the product into the minds of
prospective customers to improve sales. The company has used local televisions
advertisement, newspaper advertisement, exhibition, radio advertisement, social
networking for the promotion of Bajaj Finserv .

The Social networking is most effective promotional strategy. The

effectiveness of promotion strategies was collected through Customers who visit the
stores. Although the research that was conducted by me was with specific reference to
customer reviews, feedback, offers and schemes.

4
 Figure 1.1 Element of conversion Funnel

 The Five (Main) Elements of a Conversion Funnel

1. Awareness

This phase of the funnel is where you‘re working on attracting potential shoppers to
your site.

5
  Analogy: This phase is similar to when a delectable smell wafting from the kitchen
catches your attention.
 Potential Action(s): Your action here is to take a look at how you attracted these
shoppers (social media, search results, PPC, your blog, etc.). Lead gen can include
inbound marketing, outbound efforts, referrals — every possible way someone can
become aware of your brand, product, and offerings.You can find this information in
your online store‘s analytics or Google Analytics. Checkout click-through-rates and
other awareness metrics to understand what words, thoughts, and messages are
resonating with your audience.Then, make sure you‘re targeting the right audience. If
you‘re attracting the wrong type of shoppers, then you‘re wasting time, marketing
dollars and impacting your store‘s overall conversion rate. Think it through here: would
you bake chocolate chip cookies for someone who doesn‘t like chocolate?

2. Interest

During this phase of the conversion funnel, you‘re working to pique shoppers‘ interest in
your product or service.

 Analogy: This phase is much like when you peek your head around the corner to find
a fresh, molten tray of brownies cooling on the counter.
 Potential Actions(s): Your website and content are the more powerful pieces for this
phase. You want to form a closer relationship with customers in the interest phase, and
a prime way to do this is by capturing their email. Opt-in forms and newsletters are
great ways to go about this. To successfully increase your opt-in rate, focus your energy
on polishing attention-grabbing aspects like headlines, carousel images and banners.
Write compelling copy and have a well-executed layout for entry points like including
blog posts, your site homepage and product pages. First impressions matter, so be sure
the layout, copy and images all make sense and look amazing to keep pulling customers
down your marketing funnel.

6
3. Desire

In this phase, you want to make the potential customers really want what you‘re
offering.

 Analogy: Your goal for this phase is to give your shoppers the same feeling you get
when your mom tells you those brownies have a gooey, warm centre and dark, chocolate
chunks. You can‘t not have one, and it‘s likely you‘ve completely forgotten what you
were doing before the smell hit your nose.

 Potential Action(s): Build on the interest phase now that you have a shopper‘s
attention. Use higher-level, more attention-grabbing elements that focus on the details.
A logical place to start is by providing great product photos, tantalizing product
descriptions, great product options and vivid product videos. As you make sales, work
on gaining some great product reviews as well. This is the consideration phase for a
customer and you want to provide them all the necessary information to help them make
an informed and smart decision (i.e. buying from you!).

 Extra Actions: Beyond your product pages, think about crafting supporting content
including a mission statement, blog posts for your business, a competitive shipping and
returns policy, great promotional offerings, anything that will drive home that they not
only need your product or service, but they need it from you!

4. Conversion

This phase is when shoppers take your desired action. Although this desired action
could be signing up for your newsletter, we‘re focusing on guiding shoppers to
convert into customers.

 Analogy: This phase is equivalent of you face planting into the tray of brownies and
showing no shame.
 Possible Action(s): Really focus on your product pages here to ensure you‘re removing
friction and doing all you can to encourage shoppers to place items in their cart.
Improving your checkout to reduce cart abandonment rates is a no brainer here, and
you‘ll find simple checkout adjustments can make all the difference.

7
5. Re-Engage

This is the step in most conversion funnels that is missing, but that is extremely
important for ecommerce businesses. After someone has taken a desired action and
converted on your website, you‘ll want to be sure to pull these highly targeted
customers back in the funnel and encourage them to become repeat buyers. Retention
is a crucial aspect of growing an online store because you‘re generating revenue from
customers you a) don‘t need to pay to acquire, and b) have already demonstrated huge
interest in your brand.

8
 1.1 Outline of the problem

 Analysing Bajaj Finserv EMI card.

 Gathering customer’s special requirements.
 Need to study the customer’s perception about existing EMI/Credit card.
 Gathering the suggestion from customer to improve sales and services Bajaj
Finserv.
 Analysing the demand pattern of customer for EMI/Credit card .

1.2 Scope Of Project

• Understanding of potential value of different customer
segment.
• Using that knowledge to strategically target new customers
whilst maintaining the loyalty of the customer.
• Improving customer experience to drive retention.

1.3 Objectives of Project

1. To Study of Bajaj Finserv EMI Card

2. To study reasons behind lost of customers
3. To study the sales funnel analysis adopted by company.
4. To study various promotional strategies used by the Company.
5. To study factors affecting on purchasing decision of Bajaj Finserv EMI card.
6. To identify the preference of the customers.

9
Chapter: 2

COMPANY PROFILE

10
“Do whatever you think best, but be best at whatever you do”
Rahul Bajaj, chairman - Bajaj group
What started off as a sugar manufacturing factory in 1931 has grown to become one of the
country’s largest business houses. with activities that encompass a whole range of
industries, spanning automobiles (two-wheelers and three-wheelers), home appliances,
lighting, iron and steel, insurance, travel and finance.
At the turn of the new millennium, this business conglomerate is ranked amongst one of the
largest business family in India by the centre for monitoring Indian economy (cmie). It has
under its umbrella over 25 companies and strength of over 25000 employees.
It’s core strength, however, is the unshakeable foundation based on its tradition of trust.

Bajaj finserv was formed in April 2007 as a result of its demerger from Bajaj auto limited to
further the group’s interests in financial services. This demerger enabled Bajaj finserv to
independently run the core businesses of lending, insurance and wealth advisory.
Bajaj finserv limited is the holding company for the financial services businesses of the
Bajaj group. Its insurance joint ventures with Allianz se, Germany namely Bajaj Allianz
Life Insurance Company limited and Bajaj Allianz general insurance company limited are
engaged in life and general insurance business respectively. Its subsidiary Bajaj finance
limited is a nonbanking finance company engaged in consumer finance, sme finance and
commercial lending and wealth management.
At Bajaj finserv, we operate with a simple philosophy of never settling for good, and always
aiming for great. Our wide and growing portfolio of products across lending, insurance and
wealth advisory bears testimony to this belief.

11
FINANCE
Bajaj Finance Limited is the consumer finance lending arm of Bajaj Finserv Limited. It is
the most diversified non-bank in the country, the largest financier of consumer durables in
India and one of the most profitable firms in the category

INSURANCE
Bajaj Finserv Limited forayed into insurance through a joint venture with Allianz SE,
Germany, and formed Bajaj Allianz Life Insurance Company Limited and Bajaj Allianz
General Insurance Company Limited. Allianz SE has over 119 years of financial experience
and is present in over 70 countries around the world.
WEALTH
Bajaj Finserv Wealth Management provides simple and effective long term financial
planning concepts and tools for assisting our customers in making informed decisions for
their saving and investment needs

12
2.1 HISTORY OF BAJAJ FINSERV LTD

BAJAJ FOUNDING FATHER

Shri Jamnalal Bajaj (4 November 1889 – 11 February 1942) was an industrialist, a
philanthropist, and freedom fighter. He was a close associate and follower of Mahatma
Gandhi who is known to have adopted him as his fifth son. He founded the Bajaj Group of
companies in 1926 which now has 24 companies, including 6 listed ones.

Shri Jamnalal Bajaj was born into a poor Marwari family, the third son of Kaniram and
Birdibai, and was later adopted as a grandson by Seth Bachhraj and his wife Sadibai
Bachhraj, a rich Rajasthani merchant couple of Wardha.
Under the guidance of Seth Bachhraj, Jamnalalji got involved in the family and acquired the
know-how of being a tradesman - keeping strict accounts and buying and selling
commodities - excelling in his work by the time Seth Bachhraj expired. In 1926 he founded
what would become the Bajaj group of industries.
During the First World War, the British government appointed Jamnalal an honorary
magistrate. When he provided money for the war fund, they conferred on him the title of
Rai Bahadur, a title he later surrendered during the non-co-operation movement of 1921.

Upon Gandhiji's return from South Africa, Jamnalalji took an interest in Gandhiji's way of
life, his principles, such as Ahimsa (non-violence), and his dedication to the poor. He could
understand Gandhi's vision that home-made goods were the answer to India's poverty and
strongly advocated that cause while touring the length and breadth of India promoting
Khadi.

In 1920, Jamnalalji was elected chairman of the reception committee for the Nagpur session
of the Indian National Congress. He gave up the title of Rai Bahadur conferred on him by
the British government, and joined the non-co-operation movement in 1921.

Later, in 1923, he participated in the flag Satyagraha, defying a ban on flying the
national flag in Nagpur, and was detained by British forces. This earned him national
admiration. He was later elected a member of the Congress Working Committee and as the
treasurer of Congress in 1933.
With the intent of eradicating untouchability, he fought the non-admission of Harijans into
Hindu temples in his home town of Wardha. Amidst strong objections, he opened his own
family temple, the Laxmi Narayan Mandir, in Wardha, for the Harijans in 1928. This was
the first temple in India to do so.

Jamnalalji dedicated much of his wealth to the poor. He felt this inherited wealth was a
sacred trust to be used for the benefit of the people. This was in line with the trusteeship
concept proposed by Gandhi.

13
 That he was treasurer of the Indian National Congress for more than 20 years despite having
just 4 years of formal education, is an insight into the mind of a man who knew no limits.

S.NO. SECTORS PRODUCTS

1 FINANCE Consumer Durable

SERVICES
2 Insurance Allianz SE, Germany,
3
Life Insurance Bajaj Allianz life insurance

4 Wealth Management Financial planning concept and tools for assisting

our customers for their saving and investment
needs
5 Asset Management Fixed asset and Current Asset
6 Lifestyle Loans on apparels
Table2.1:Sectors of Bajaj Finserv

14
2.2 Vision and Mission of the Organization:

Vision:

Bajaj Finserv has a vision to become a full-fledged financial services company and be the
financial partner to the Indian consumer and help him across his financial needs, whether
for finance, for investment management, for protection or for post-retirement support,
throughout his lifecycle.

Mission:
Bajaj Finserv aims to be the most useful, reliable and efficient provider of Financial
Services. It is our continuous endeavour to be a trustworthy advisor to our clients, helping
them achieve their financial goals.

2.3 Objective of the Organization:

Our main objects as contained in our Memorandum of Association include:
1. To Finance industrial by way advance ,deposit or lend money, securities and
propertied or with any Company, Body corporate, trust, firm, person or association
whether falling under the same management or otherwise, with or without security and
on such terms as may be determined from time to time, and to carry on and undertake
the business of finance and investment and to provide venture capital, seed capital,
loan capital and to participate in equity preference share capital or to give guarantees
on behalf of the company in the matter and to promote companies engaged in
industrial and trading business and to act as Financial Consultants, Management
Consultants, Brokers, Dealers, Agents and to carry on the business of share broking,
money broking ,exchange broking, bill broking and general brokers for shares
,debentures, debenture-stock, bonds, units, obligations, securities ,commodities,
bullion currencies and to manage the funds of any person, firm, body corporate or
trust by investment in various avenues like Growth Fund, income fund, risk fund, tax
exempt funds, pension /superannuation funds and to pass on the benefits of portfolio
investments to the investor as dividends, bonus, interest, etc.

15
2. To carry on the business as an investment company and to underwrite, sub-underwrite,
to investigating , and acquire by gift or otherwise and hold, sell, buy or otherwise deal
in shares debentures, debentures-stocks, bond, units, obligations and securities issued
or guaranteed by Indian or Foreign Governments, States, Dominions, Sovereign.

16
2.4 Organization Structure

Table2.4.1: Different Departments

Departments

Administration Collections Marketing Product

Credit Team Human Resources Operations Sales

Organization Hierarchy:

A key issue in accomplishing the goals identified in the planning process is structuring the
work of organization. Organizations are group of people, with ideas and resources working
toward common goals. The purpose of the organizing function is to make the best use of the
organizations resources to achieve organizational goals. Organizational Structure is the
formal decisions making framework by which job tasks are divided, grouped and
coordinated. Formalization is an important aspect of structure. It is the extent to which the
unit of organization is explicitly defined and its policies, procedures and goals are clearly
stated. It is the official organizational structure conceived and built by top management. The
formal organization can be seen and represented in chart form. An organization chart
displays the organizational structure and shows job titles, lines of authority and relationship
between departments. Organizational Structure allows the expressed allocation of
responsibilities for different functions and processes to different entities. Ordinary
description of such entities is as branch site, department, work group and single group of
people.

17
Table2.4.2Organisation Structure

Rahul Bajaj
[Chairman]

Nanoo Pamnani
[Vice-Chairman]

Rajeev Jain
[Ceo]

Rakesh Bhatt
[Coo]

Devang Mody
[President Consumer Business]

18
 Deepak Reddy
[Chief Human Resources]

Manev Mianwal
[Group Marketing Head]

Pankaj Thadan
[Chief Compliance Officer]

Amit Gainda
Business Head - Mortgages

Rajesh K
[Chief Risk Officer]

Ashish Panchal
[Business Head - Credit Cards & Loan]

Diwakar Pundir
[Chief Credit Officer]

Ashish Sapra
[Business Head - Cross Sell]

Amit Raghuvanshi
[Business Head - Sales Finance]

19
 Atul Jain
[Chief Collections Officer]

Samir Mehta
[Business Head Commercial

B. Sreenivas
[Business Head - Insurance

Vivek r. Likhite
[group corporate audit head]

M M Muralidharan
[Treasurer]

Deepak Bagati
[Business Head - Business Loans]

Samir Satyam
[BH - Loan Against Securities]

Sanjeevvij
[BH - Construction Equipment]

20
 Table2.4.3: Organization Chart of Bajaj Finserv:
Name Designation

Rahul Bajaj Chairman

Nanoo Pamnani Vice-chairman

Madhur Bajaj Major director

Rajiv Bajaj Director

Sanjiv Bajaj Non-executive director

D.S.Mehta Major director

D.J.Balajirao Director

Dipak Poddar Director

Ranjan Sanghi Director

Rajendra Lakhotia Director

Omkar Goswami Director

21
2.5: Product Profile of the Organization:
Bajaj Finserv Lending offers loans for various needs. We offer loans for Bajaj Auto Two
Wheelers under the name of Bajaj Auto Finance Ltd. We offer Consumer Durable Loans,
Personal Loans, Loan against Property, Small Business Loans, Construction Equipment
Loans, Loan against Securities and Insurance Services under the name of Bajaj Finserv
Lending. Bajaj Finserv Lending is one of the most diversified NBFCs in the market catering
to more than 5 million customers across the country. Apart from being a well-recognized
organization, they pride us for holding the highest credit rating of FAAA/Stable for any
NBFC in the country today. The product offerings include Consumer Durable Loans,
Personal Loans, Loan against Property, Small Business Loans, Two-wheeler and Three –
Wheeler Loans, Construction Equipment Loans, Loans against Securities and Insurance
Services.

Home Loan

Construction Consumer
Equipment Loan Durable Loan

Product

Portfolio

Three/Two
Wheeler Loan
Mortgage Loan

Personal and
Small Business

Figure No.2.5.1: Product Profile of the Organization

22
 Products Covered:
0% interest Consumer Durables Finance is available on a wide range of products and in
over 101 cities across India. Hereunder is an indicative list of products covered?
 LED/LCD/CTV
 Washing Machines
 Microwave Ovens
 Refrigerators,
 Cameras/Camcorders
 Dishwashers
 Generators
 Cooking Range products
 Dryers
 Laptops / Desktops (Select)
 Smart phones (Select)
 Air purifiers / Water Purifiers / R.O.
 Music Systems
 Inverters
 Air conditioners
Grocceries

23
 2.6 Competitors
Major competitors of Bajaj Finserv are Capital first and Tata
capital

2.7 Achievements:
Awards:
 Top 3 Financial Services Company:
We're proud to be ranked amongst the Top 3 Financial Services Companies to work for in
India. The ranking was conferred on us by Great Places to Work (GPTW), the gold standard
in ranking the world’s best workplaces, at a special event hosted in Mumbai on 21 June,
2013. GPTW conducts this survey every year amongst more than 500 companies across
India. This year more than 530 companies participated in the survey.

 CIO 100:
Recently, we also won the CIO 100 Innovation award for two of our innovations - EMI
Card and Flexi saver.CIO 100 is an annual award program that recognizes organizations
that exemplify the highest level of operational and strategic excellence in information
technology (IT). CIO magazine has a long and proud tradition of honouring leading
companies for business and technology leadership and innovations through its premiere
award program – CIO100. Now in its 25th year in the USA, it is an acknowledged mark of
enterprise IT excellence. It’s a celebration of 100 organizations (and the people within
them) that are using information technology in innovative ways to deliver business value,
whether by creating competitive advantage, optimizing business processes, enabling growth
or improving relationships with customers. Hosted in countries such as Canada, Sweden,
Australia, Singapore, Vietnam, Hungary and India, the CIO 100 Awards is a truly global
recognition. It is an acknowledged mark of excellence in enterprise IT

Branch detail – The branch office is in pune at wakdewadi pune,Maharashtra.

Technology the technology used by was finserv was upgrade. Every date was stored and
was maintained by cloud data base. And was very fast except while filling kyc form.

24
2.8 PARTNERSHIP OF BAJAJ

Future Group

It’s a matter of great pride when two big names come together, to empower their consumers to
make smart choices.

Bajaj are happy to announce our alliance with India’s leading retail group - Future Group, to
enable customers to convert all their purchases from any of the Future Group formats into no
cost EMIs, thus ushering in a digital era of intelligent buying.

Both companies are working towards enabling every Bajaj Finserv EMI Card Holder with the
ability to convert their purchases into no cost EMIs, in real time, at the point of sale, by swiping
their EMI Card at the POS machine. To further our bond, both companies are also coming up
with a co-branded EMI Card soon.

Brands and Their Categories

Bajaj customers across 98 cities can now avail no cost EMIs on products available under Future
Group formats such as Big Bazaar, FBB, Central, Brand Factory, Home Town and Ezone from
more than 400 stores. Soon, EMI financing will be available on other Future Group brands
such as Food hall, Easy day, as well as the online platform FabFurnish.com

With this tie-up, easy EMI financing now covers the complete spectrum of customers’ lives –
from grocery and household essentials, to fashion and accessories, from small appliances to
consumer durables, and from furniture to furnishing. This partnership has the breadth to fulfil
the needs of all Bajaj customers!

25
Financing Groceries

Big Bazaar is not just another hypermarket; it caters to every need of your family. For the very
first time, Bajaj Finserv EMI card customers can shop at Big Bazaar for groceries, clothes and

much more, at no cost EMIs. Customers can now divide their spends, starting from Rs. 5,000,
into no cost EMIs of up to 5 months. Big Bazaar is fast growing with 220 stores offering EMIs
PAN India. What’s more you can even buy the Big Bazaar Profit Club (BBPC) card on no cost
EMIs on the Bajaj Finserv EMI card.

Financing Clothes and Accessories

Fashion at Big Bazaar (FBB), India’s style hub is redefining affordable fashion since 2008. At
FBB, Bajaj Finserv EMI card customers can divide all they buy into no cost EMIs. Bill amounts
of Rs. 5,000 and above can be divided into EMIs of up to 5 months. Currently, 50 FBB stores,
PAN India, are offering purchases on no cost EMIs.

26
Financing Clothes and Accessories

Central offers everything to the urban aspirational shopper and houses over 300 brands.
Customers can now shop for apparel and accessories with their Bajaj Finserv EMI card on no
cost EMIs of up to 5 months. The bill must amount to Rs. 5,000 or more. Currently, EMIs are
available in 31 stores PAN India.

Financing Clothes

Brand Factory, India's largest discount retail chain, gives Indian consumers the promise of
revolutionizing discount shopping by offering the best Indian and International brands.

Customers can now swipe their Bajaj Finserv EMI card and buy clothes on no cost EMIs over
5 months when they shop for Rs. 5,000 and above at Brand Factory. Currently 38 stores PAN
India offer EMIs.

27
Financing Furniture and Furnishing

HomeTown offers customers a unique, personalized shopping experience, and has grown to be
India’s biggest store in homemaking, renovation and décor. Furniture, furnishings and small
appliances are now available on easy EMIs at Home Town with Bajaj Finserv EMI card.
Currently, 35 stores, PAN India, offer EMIs.

Financing Electronics

EZone houses the best of national and international electronics brands and Bajaj Finserv EMI
card customers can now buy their favorite gadgets on easy EMIs from Ezone. Currently, 42
Ezone stores offer no cost EMIs.

28
2.9 SWOT ANALYSIS

SWOT analysis is a process that identifies the strengths, weaknesses, opportunities and
threats of an organization. Specifically, SWOT is a basic, analytical framework that assesses
what an organization can and cannot do, as well as its potential opportunities and threats. A
SWOT analysis takes information from an environmental analysis and separates it into
internal strengths and weaknesses, as well as its external opportunities and threats.

 Strengths Weaknesses

Monetary assistance provided

Tax structure
Domestic market
Customer service
High growth rate
Online presence
Barriers of market entry
Existing distribution and sales
networks
 Opportunities Threats

New markets Government regulations

Growing demand
Price changes
Venture capital
Cash flow
Growth rates and
Financial capacity
profitability
Technological problem
competition and
lower profitability

29
CHAPTER 3

Review of Literature

30
Theoretical framework

Bajaj Finserv, a diversified non-banking finance company (NBFC), has launched online
personal loans for high net-worth individuals, with a ticket size between Rs1 lakhs and Rs
25 lakhs, where approval is said to happen in a timeline of five minutes and disbursement
within the next 72 hours.

The product is advantageous to target customers. Most of them being corporate employees
do not have the time to visit bank branches to apply for loans, or else hold meetings with the
sales persons. The expected ease and speed would be an edge for the product. Besides the
issue of time, customers would be saved from miss-selling and miss-quoting, a rampant
practice in the financial services industry currently.

The factor to be careful about is the interest rates charged online. That needs to be compared
with the offline offers since you would not get a chance to negotiate online. The other issue
that customers might face would be the cross-selling of other financial products. It may
become frequent enough, to the distaste of customers.

Although banks have the online facility of applying for personal loans online, it is mainly
designed to generate a lead. The sales person gets in touch with you and you get to do the
same documentation like you would have done had you applied offline—by visiting a
branch or else fixing up a sales meeting. Applying online only saves you from the initial
visit or meeting.With Bajaj Finserv’s online personal loan, the complete application will be
filled online an eapproval will be generated instantly. Once that is done, the disbursement
will take place within the next 72 hours of your submitting the documents.

31
Figure 3.1 General Sales Funnel

32
Chapter 4: Research Methodology

33
RESEARCH DESIGN

Research:

Research is an art of scientific investigation.it is defined as “A careful investigation or

enquiry especially through search for new facts in any branch of knowledge.”

Research methodology is considered as the nerve of the field work of any project. Without
proper well organized plan, it is impossible to complete the project and reach to any
conclusion.

Therefore, research methodology is the way to systematically solve the research problem.

Research methodology not only of the methods but also logic behind the methods used in the
context of a research study and it explains why a particular method has been used in the
preference of the other methods.

RESEARCH DESIGN:

Research design is general terms can be referred to as the scheme of work to be done or
performed by a research during the various stages of research project. With the help of the
research design, one can very easily handle and operate research work as research design acts
as a working plan, which is made by a researcher even before he starts working on his
research project.

By this, research gets a great help and guidance in achieving his aims and goals the
Descriptive Research Design has been used in this study.

34
 OBJECTIVES OF RESEARCH

• The purpose of research is to discover answers to questions through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden
and which has not been discovered as yet. Though each research study has its own
specific purpose, we may think of research objectives as falling into a number of
following broad groupings.

• To gain familiarity with a phenomenon or to achieve new insights into it.

• To portray accurately the characteristics of a particular individual, situation or a group.
• To determine the frequency with which something occurs or with which it is associated
with something else.
• To test a hypothesis of a causal relationship between variables.

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DATA COLLECTING SOURCES:

There are basically two methods of collecting data.

Primary Data
PRIMARY DATA:Primary data meant that data have been collected originally for the first
time. In other word, primary data may be the outcome of an original statistical enquiry,
measurements of facts or a count that is undertaken for the first time. Primary data being
fresh from the fields of investigation is very often referred to as raw data. The primary data
for this purpose is collected through Questionnaire administered personally to the
respondents, Depth Interview and self-observation.

FORMATION OF QUESTIONNAIRE:Quite often the questionnaire is considered

as the heart of the research operation. It has been generally seen that people are more frank in
giving replies through the questionnaire that the interview. Though being less expensive it
has certain limitations like incomplete entries and incomplete responses. But the educational
qualification of the respondents is an additional factor by which this technique is more relied
upon. Questionnaire is used in this project is the Structured Questionnaire which is both Open
and closed Ended. And every time respondent has to fill that questionnaire as per their choice
if they want to give sort respond or elaborate respond.

DEPTH INTERVIEW: Depth interview has been gain insight on various issues relevant
to the project.

SELF-OBSERVATION:Through Personal Observation approach, effort has been made

to collect the primary data.

SECONDRY DATA: Secondary data are the data that are in actual existence in accessible
records, having been already collected and treated statically by the person maintaining the
orders, in other words, Secondary data are the data that have been already collected.;
Presented tabulated, treated with necessary statically techniques and conclusions have been
drawn.

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Secondary data used for this project;

• Internet, (Refer Bibliography)

LIMITATIONS OF THE STUDY

• Certain questions are not properly responded by respondent.

• Though care has been taken but judgemental error may have occurred.

Sampling
HERE IS THE QUICK LOOK ON HOW RESEARCHER MADE “RESEARCH DESIGN”
FOR THIS STUDY.

Types of Research Descriptive Research

Sample Size 100 Clients

High Income Client Low

Sample Unit
Income

Sample Area Big Bazar Kothrud, PUNE

Contact Method Personal Schedule

Data Sources Primary and secondary data

Data Collection Questionnaire

• Types of Questionnaires structured Questionnaires with both Open and Closed ended
Questionnaire.

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Chapter 5: Data Analysis & Interpretations

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Data Collected:

1) Awareness of Bajaj EMI card among the customers?

TABLE 1.

AWARENESS No. of Person PERCENTAGE

YES 96 96%
NO 4 4%

Awareness of Bajaj Finserv card

4%

YES
NO
96%

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2: CUSTOMERS TRUSTING BAJAJ Retail EMI SERVICE

Response Trust Bajaj Retail EMI Option

YES 65%
NO 10%
NOT SURE 25%

INTERPRETATION: 65% of the customer trust the Bajaj Retail EMI option whereas
10%customer don’t trust the option and 25% customer are not sure for the EMI option.The
most of the customers trusted the Bajaj EMI card for the psyment for the shopping in the store.
Bajaj Finserv believes in building trust through transparency. It is this motto that allows us
to acknowledge your support and address queries faster. We walk with our ears to the ground
and are always alert for any issue or concern which our customers may have. It is this spirit
that drives us to serve our customers well. For bajaj ,being accessible and accountable is the
key to a healthy relationship with our customers

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3: Bajaj having enough stores where Retail EMI facility can be availed

INTERPRETATION: 65% of the customers are satisfied with the number of store that Bajaj
has tied up with, while other 35% of the customers think that Bajaj need to tie up with more
stores which could offer more Retail EMI facility.

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4: Customer find Bajaj Retail EMI facility useful

INTERPRETATION: 72% customers find the EMI facility useful as they are able to purchase
high price items and pay for it in instalment with zero interest instead of paying full
paymentright away while 28% customer like to pay full payment at time of purchase. Most of
the customers felt useful EMI card for the shopping.The most of middle class family used
these card for the shopping in the store. Bajaj Finserv’s EMI card is a convenient financial
facility that allows the cardholder to buy any durable or lifestyle product in instalments/EMI,
but without any interest charges.

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5: Documentation problem faced by dealer for tip up with Bajaj for giving EMIFacility

Response Documention problem faced for tip up with Bajaj

YES 10%
NO 90%

INTERPRETATION: 90% of the dealers found the tip up process easy as far as the
documentation is concerned while other 10% find it very complex and time consuming.The
documention process was easy and convinent to the customers. The Executive first checks the
document of the customer and does OSV of the documents.The Executive takes the signature
of the customers on the documents and upload the documents online on the web portal. After
that documentation team verifies the document and approve the card.

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6: Opt for Card Swipe Machine or Web Portal to provide Bajaj Retail EMI Service

INTERPRETATION: 95% of the dealers opted for Card Swipe Machine while other 5%opted
for online Web Portal offered by Bajaj to provide Retail EMI service to the customers.The
swipe machine was provided into Big bazaar, Central Mall and Brand factory, the Bajaj finance
option was available on the machine.The Executive pich the customer for the EMI transactions
and web portal was also available.Most of the customers used swipe for the transactions.There
were the offers on the swipe by machine.

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7: Problem faced by dealers with the customer inflow who want to avail Retail EMIService

INTERPRETATION: 50% the dealers have high inflow of customers who want to avail Bajaj
Retail EMI service while 20% of the dealers have low inflow and 30% dealers have no inflow.

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8:Which EMI/Credit card is used by Customers?

Brands No. of customer PERCENTAGE

used EMI/credit
card
HDFC 10 10%
SBI 40 40%
ICICI 9 9%
Bajaj Finserv 38 38%
Other 3 3%

INTREPRETATION: The Market is capture by two major EMI/credit Card which

are SBI and Bajaj Finserv both brands had captured40% and 38% in the area. Then
another cards are avialable follows where ICICI,HDFC and Others.

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 9.Personal problems:
No of respondents % of respondents

Family issues 9 26

Change of mind 26 74

Total 35 100

Personal Problems
Family issues Change of mind

26%

74%

INTREPRETATION: There are 35 people who respond that there is personal

problems among them 9 people says beacause of family issues which is 26% and
another personal problem is change of mind, 26 people says that which is 74%.

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CHAPTER 6

OBSERVATIONS, FINDINGS,

SUGGESTIONS AND CONCLUSION

48
 6.1 FINDINGS

• Card information is mostly considered as a valid point for the purchase of the EMI card.
• Most of the times, there is loss of customer sales because the competitor from the same
industry provides the EMI card with better price.
• As compared to other EMI/Credit card, the service cost of bajaj Finserv is less as
compare to other compititors like SBI and others.
• Availability of offers and discounts on the cards play a major role in the closure of the
deal.
• Change of mind of customer and family issues are some other reasons for the loss of
sales.

6.2 SUGGESTIONS

Based on the findings and suggestions, I would like to conclude that the Bajaj Finserv
should provide their employees with proper training so as to target the customers.
• Conduct training programs on personality aspects, demonstration skills, and way of
interaction.
• Conduct training for newly joined employees.
• Show merit points of our card over others.

• Give more attention on after sales service.

• Help the customer in all possible way and allow some credit on their purchase.

• Introduce new offers in peak seasons

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 6.3CONCLUSION

From the above data I can conclude that, Bajaj finserv EMI card are mostly preferred
by the customers, but they are still behind the SBI credit cards.
• Bajaj finserv has provided best offers for the customers with perfect pricing.
• Bajaj finserv Emi Card is ranking 2nd in sales in India with over 19% market share of
total EMI cards and credit cards in 2017.
There are some areas where company should pay attention.
 Marketing
 Lack of presence in villages
 After sale service
 Customer approach
 Create Influence
 Get in touch with customer

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 .

Chapter 7: Learning and Contribution to Organization

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LEARNING AND CONTRIBUTION TO ORGANISATION

7.1 Key Learnings

 Had an experience with working as an Bajaj Finsrv Executive.

 Learned about marketing strategies of company.
 Learned about prices, offers implement that are given by the competitors of
Bajaj Finserv.
 Learned how to work in field.
 Learned to collect data and organize it.
 Learned to approach the customer effectively.
 Learned how to communicate with customer and get the things out of them.
 Learned the buying behaviour of customer.
 Understood the thinking pattern of customer.
 Collected primary and secondary both type of data for the internship survey.
 Learned how to promote the EMI cards.
 Got to know about Bajaj Finserv Emi card and its compititors.
 Learned to do surveys.
 Learned to analysis and interpret data.

7.2 Contribution to Organisation

 Did the survey for organization

 I reached those customers who are unaware about the Bajaj FInserv EMI
Schemes.
 Gave the information of Bajaj FInserv EMI which the customer didn’t know
and made the customer aware.
 Promoted the Bajaj FInserv EMI card where the representatives didn’t
reached yet.
 The data collected have contact information of customer so that the
organization can reach the customer.

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 7.3BIBLIOGRAPHY

• Books:

 Marketing Management 13th edition by Philip Kotler.

 C.R. Kothari

• Online Preferences:

 www.bajajfinserv.com
 www.wikipedia.com
 https://business.linkedin.com/sales-solutions/resources/sales-funnel-definition-and-
stages
 www.wikiwealth.com

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