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CUSTOMERPERCEPTION

TOW ARDSEUREKAFORBES
PRODUCTS”

Dissertation Submitted In Partial Fulfillment for the Award of the Degree


of
MASTER OF BUSINESS ADMINISTRATION

Submitted by
SHAFIQUE ALAM
Reg NO:1SJ08MBA50

Under the Guidance of


Prof. VENKATESH BABU

Submitted to

VISHVESHWARAYA UNIVERSITY

DEPT OF MANAGEMENT STUDIES,


S.J.C INSTITUTE OF TECHNOLOGY,
B.B ROAD, CHICKBALLAPUR.
2009-10

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College Certificate



Certified that this dissertation entitled “A Study on Consumer


Perception Towards Eureka Forbes Products" Submitted in partial
fulfillment for the award of MBA Degree of Vishweshwaraya University
was carried out by Mr. Shafique Alam under the guidance of Prof.
Venkatesh Babu. This has not been submitted to any other University or
Institution for the award of any degree/diploma/certificate.

Date:
Place:Chickballapur Signature

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GUIDE CERTIFICATE



Certified that this dissertation entitled “A Study on Consumer


Perception Towards Eureka Forbes Products " submitted in partial
fulfillment for the award of MBA Degree of Bangalore University was
carried out by Mr. Shafique Alam under my guidance. This has not been
submitted to any other University or Institution for the award of any
degree/diploma/certificate.

Date:
Place: Bangalore Prof. Venkatesh Babu

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STUDENT DECLARATION


I hereby declare that this Dissertation titled “A Study on Consumer
Perception Towards Eureka Forbes Products.” Submitted by me to
the Department of Management, Vishveshwaraya University in partial
fulfillment of requirements of MBA Programme is a bonafide work
carried by me under the guidance of Prof. Venkatesh Babu. This has
not been submitted earlier to any other University of Institution for the
award of any degree/diploma / certificate.

Date: SHAFIQUE ALAM


Place:Chickballapur Reg. No. 1SJ08MBA50

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ACKNOWLEDGEMENT
I specially thank our beloved Dr. T. MUNIKENCHE GOWDA
Dean Of S.J.C Institute of Technology, Chickballapur for his valuable
advice & encouragement.

I proudly utilize the privilege to express my thanks & sincere


gratitude to Dr. N. MOOGAN GOWD, Director of S.J.C Institute of
Technology, Chickballapur. for his valuable advice & encouragement.

My Special thanks to my guide Prof. VENKATESH BABU


Faculty, MBA Department for his valuable suggestion and
encouragement, which are imperative for the completion of this project.

Words cannot express the immense gratitude I have for my parents


who have been instrumental in shaping my career. I am thankful to all my
friends and to all the unseen hands that have made this project possible.

I express my sincere thanks to Mr. M.J.RAJENDRA PRASAD


Senior Sales Manager (External Guide), for giving me an opportunity to
do my summer project in the division.

Finally I would remiss if I fail to acknowledge the unflagging


support encouragement and prayers of my parents and friends through
my project work

Date: SHAFIQUE ALAM


Place: Chickballapur Reg. No. 1SJ08MBA50

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TABLE OF CONTENTS

Chapter Contents Page No.


Executive Summary:
Nil
(Overview Of The Following)

 Industry Profile
 Company Profile
 Design of the study
• Title of the
project
• Statement of the
problem
• Objective of the
study
• Over all
analysis of the study
• Limitation of
the study
• Findings
• Suggestions &
• Conclusion

PART-A
1 Industry profile
2 Company profile
• Back ground
and inception of company
• Nature of the
business carried
• Vision, Mission
& Quality policy
• Values and
Objectives of the company
• Products /
Services profile
• Area of
Operation – Global / National /
Regional
• Ownerships
pattern
• Competition
3 information

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• Infrastructural
facilities
4 • Work flow
model (End to End)
5 • Future growth
and prospects
6 • Functional
department overview

Mckensy’s 7s frame work with special


reference to organization under study

SWOT analysis

Analysis of Financial statement

Learning experience

PART-B
1 General Introduction
a) Title of the project
b) Statement of the problem
c) Objective of the study
d) Scope of the study
e) Methodology of data collection
f) Limitation of the study

2 Analysis and Interpretation


3 Finding and suggestion
4 Conclusion and recommendation
Annexure (Financial Statement, Weekly
progress report, Questionnaire,
figure, graphs, photographs
Etc.,)

Bibliography

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EXECUTIVE SUMMARY
Introduction
Eureka Forbes Ltd. has made its own mark in the consumer applications
industry. It is a market leader in present scenario. It is a growing company in
producing health and hygiene products to customers.

Eureka Forbes Ltd has various kinds of electrical products in its product line
the study is about customer satisfaction towards Eureka Forbes Product. Statement of
the problem or Title of the project the research aims to study the customer’s
satisfaction towards Eureka Forbes products.

1.2 OBJECTIVE OF STUDY.


Primary objective:
1. To analyze the consumer perception towards the Eureka Forbes products.
Secondary objectives:
 To create awareness regarding the companies products.
 To know the reasons for accepting and rejecting the companies
products.
 To know what they except from the company and its products.
 To analyse the purchasing behaviour of the organization people.

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 To understand how they react towards direct marketing as a whol

1.3 SCOPE OF THE STUDY.


As consumers use the product, their needs, preferences, usage habits, post
purchase actions vary widely which in turn gave the study a wide and large scope for
analysis, the time frame for this study is ten weeks.
The study was conducted for customers of Eureka Forbes, who are dispersed
in different areas of Bangalore city....
The data collected and interpreted will be useful for the company and the
reader of the project. Various findings, observations and valuable suggestions,
recommendations help the company to materialize its future plans.

The research study also helps to find out the demand potential for Eureka Forbes ltd.

1.4 METHODOLOGY.
Keeping in the mind the objectives of the study, the characteristics of the
Eureka Forbes ltd, the target segment and the time frame and the cost benefits where
considered and the following methodology was adopted.

RESEARCH DESIGN:
A research design is the arrangement of conditions for data collection and
analysis in a systematic manner that aims to combine relevance to the research
purpose with economy in procedure.

The intention of the study being to find it the demographics, lifestyle, usage
patterns, frequency of usage and attitude towards the different kinds of Eureka Forbes
products. The market research conducted was both exploratory research and
descriptive in nature.

Exploratory because it was a means to get ideas and insight into the Eureka
Forbes ltd. Descriptive because it laid emphasis on the determining frequencies of
various variables and studying the relationship between some of those variables.

SAMPLING SIZE:
The sampling should have a meaningful of how large a sample we wish to
draw from the population in order to fulfil the research objectives, that the

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determination in advance of how many respondents are to be included in the sample.
More of sample size less of sampling errors.
The total sample size of 50 respondents was taken of my study.

SAMPLING PROCEDURE:
The sampling procedure adopted was random sampling technique with in a
purposeful sample. The random sampling method is the basis and the most reliable
method, for the key requirement of the random is that a complete list of the population
units is available. A was escorted to a sampling procedure on which units are selected
in such a way that all the units in the population have equal chances of being selected
in random sampling.

DATA COLLECTION METHODS:


Data for this report is collected from two sources

PRIMARY SOURCES:
This data is first hand data, which is collected by the researcher. This method
requires a lot of time and effort but provides data that is accurate devoid of individual
basis. This project report is reported by using primary data to analyse and interpret the
study of consumers feedback.
There are three basic ways of collecting primary data; they are by
observations, by experiments and by survey method.
The primary data is collected through structured questionnaire prepared by
myself and observation is made. Consumers are interviewed through questionnaire.
Open and closed ended questions were used in the questionnaire. The order of
questions was such a way as to begin with simple questions and lead on to questions
that needed more involvement from the respondents regarding the buying patterns,
preferences and attitudes.

SECONDARY SOURCE:
Secondary data are those information that are readily available and easy to
obtain, it requires no individual efforts from research to get this information.
Secondary data is mainly collected from published sources like magazines, journals,
websites and newspapers, etc. Hence basic information about the product background,

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target customers and basis of market segmentation and the competitors were gathered
in this manner.

1.5 Limitations of the study


As the activity has its own limitation. This study is also confined to many limitations.
The data collected would have been more representative and accurate.\
♦ Time constraint was the main limitation of the study.
♦ The survey was confined to areas in and around Bangalore city only.
♦ As the sample size is 50 numbers, the findings may or may not be appropriate as
no sample represent the total population.
♦ The information collected from the respondents is believed to be 100% correct.
The study was certainly limited to the information gathered from limited number
of people.
♦ Cost constraint was another limitation of the study
♦ Making accurate predictions relating to consumers perception is very difficult.
♦ Survey itself does not provide the final solution, it only provides the indications.
♦ The views and responses of the respondents may change over a period of the
time.

Findings.

• During the study, more than 50% of the respondents quoted that the sales
persons from Eureka Forbes Ltd visited them once in two months. This makes
it clear the frequent visit of sales persons, which increases awareness
regarding the product among the consumers.
• On the whole we can say that most of the respondents are having very good
knowledge about the product and the company Eureka Forbes Ltd. People are
aware of the products and its importance.
• Though there are many similar products in the market under different brand
names. But, Eureka Forbes Ltd has very good brand awareness.
• During the study it was also found that most of the respondent are aware of
similar products sold by companies L.G, Kenstar, and others. Through indirect
marketing,. But, not those which are sold through directing marketing, other
than Eureka Forbes Ltd.
• From the above survey it is found that most of the respondents are in need of
credit facilities.

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• Few of the respondents during the study gave negative answers when asked
whether they are happy with the after sales service provided by Eureka Forbes.
This is mainly because after sales provided by Eureka Forbes is not good.
• From the above survey it is found that most of the respondents are
appreciating the advertisements provided by Eureka Forbes.
• From this survey the institutional products of Eureka Forbes have very good
future.
• Majority of customers said that, quality of the product plays important factor
considered while buying the products.
• Most of them expressed the view that the after sales service is an important
factor considered while buying the Eureka Forbes products. .
• Majority of customers opinioned that, the response time of the company
required to attend to complaints / service has been not satisfactory / good.
• 90 % of the customers opined that company salesman’s are the decisive
factors who influenced their buying decision.

Suggestions and recommendations.

1) The E & L enjoys highest brand equity. Brand like Eureka Forbes expand its
market to many folds, by reaching the consumers in the various segment like
public, industrial centers, educational institutions, hotels, hospitals etc, both is
urban and rural areas.

2) The company must take measures to recruit efficient, skilled the professional
people as salesman to popularize the product and to attract the customers.

3) The company may provide a proper training program for their employees. This
would increase the company’s sales and returns.

4) The company may introduce life time services contract schemes, which will be
beneficial to both the customer and the company it will increase the consumer
perception about the service provided by the company.

5) Having 78% of the market share and the company has market potential which
needs to be topped; it can formulate strategies to tap the potential to its advantage.

6) More incentives help to increase sales.

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7) The company may increase the number of customer response centers to cater to
the customer needs particularly urban market.

CONCLUSIONS.

The following are major conclusions marked from the study.


By analyses of hypothesis stated we know that while purchasing Eureka
Forbes Products customers are very much particular about Brand, Service, Quality
and Price. Customer like long life of product for the good Quality he is ready to pay
more and also customer opinion that we could get particular Brand in the shops.

For the research analysis I came to know that advertisement is the most effective
factor in influence in purchase of Eureka Forbes Products. Electronic media play the
effective role in the advertising to increase the sales.

1) The awareness level of the customer about this product is very high.
2) Company salesmen’s are effective in attracting customers.
3) Alfa, Ken star and Zero – B and others are the major competitors for Eureka
Forbes limited.
4) Brand preference for EFL products among customers is very high.
5) The company may introduce a new range of products to increase its market share.

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6) The EFL Company has to more faces on quantity and design to satisfy parental
consumers to retain brand loyalty towards it.
7) The TV ads are the main factors, for influencing of the customers so the company
should more focus on TV ads make adequate provisions for giving suitable TV.
Ads.
8) Eureka Forbes Ltd should try to make its price brand more flexible during
different occasions.
9) The consumers are expecting more discount than installment schemes.
10) There is an opportunity for the company to produce OVENS, which is sold by
their competitors.
11) In order to over come competition from the other brands in the market, Eureka
Forbes Ltd has to rewrite its strategies with the cost effectives.

PART-A
1. INDUSTRIAL PROFILE
HOME APPLIANCES
Home Appliances are that without which a modern home is considered
incomplete, especially in urban areas. We have become so used to some of the home
appliances that it seems difficult to live without them. Indeed, they have made our life
more comfortable and easier than ever. In metro cities and big towns, such household
appliances are regarded as a boon, as they are instrumental in cutting down the time
involved in most of the domestic chores. This is really a great help since people often
find it difficult to keep a balance between professional obligation and household
needs.

Home Appliances Products

Products such as microwave ovens, juicer- mixer- grinder, fully automatic


washing machines, and frost- free refrigerators are the most popular category of home
appliances. This is because they have made the work of housewives less tiresome and
more enjoying. Most of the domestic appliances are useful in various kitchen related
jobs and hence are termed as kitchen appliances. Gas stoves, toasters, microwave
ovens, mixer & grinders, juicers & blenders, roti makers, refrigerators, water purifiers
are some of the most common kitchen appliances in India. Besides, there is a category

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of electronic products that have become an integral part of modern houses. These are
air conditioners, fans, room coolers, room heaters, geysers, electrical irons etc.

There are many Home Appliance companies in India like Videocon, Voltas,
Godrej, Bluestar, Kenstar etc. Apart from them there are various international
companies also that deal in domestic appliances. Some of these home appliances
manufacturers are Samsung, LG, IFB, Whirlpool, and Kenmore etc. With the arrival
of international brands in Indian market, the competition among rival companies have
become stiff, which results in further improvement in qualities and depreciation in
prices of most of the home appliances in India. Since, a majority of products are
electrically operated the focus is on such household appliances that are efficient in
power consumption Most of the leading home appliances manufacturers and
companies have set up their exclusive retail outlets in important towns and cities of
the country. Besides, there are local home appliances suppliers, manufacturers,
wholesalers and retailers spread throughout India. Apart from that Home Appliances
stores and shops are located in every locality, which let you compare products of
different companies before buying and also let you buy all kinds of home appliance
products at one place. Some manufacturers also offer after sale service, and if needed,
repair the damaged parts of your electronic products. So here you will find the sites of
some of the leading Home Appliances manufacturers and suppliers.

The Home Appliance Industry is not immune to the push demand generated
from the housing industry. As fewer new homes are sold, the demand to fill the new
home with appliances wanes. Raw material costs are also increasing, namely precious
metals and oil. Demand is also generated as homeowners improve their homes prior to
selling. As existing home sales decrease from record levels, sales of appliances are
also decreasing.

After a strong start last year, major appliance marketers took a direct hit in the
third and fourth quarters of 2009, as the economy stumbled and consumer demand
became slack. The waning activity, combined with a weak European market and stiff
price competition, left white-goods makers scrambling to streamline development and
production costs and restructure under-performing operations. Now they are in the
dubious position of laying off workers even as they accelerate product launches.

The appliances of today bear little resemblance to their counterparts from even
a few decades ago. Electronics have found their way into every function of modern
appliances to power the host of new features consumers expect. Microcontrollers and

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sensors from Freescale keep up with the demands for constant improvements in
reliability, cost and energy efficiency.

A Smart Kitchen survey carried out by MORI found that more than half of the
consumers surveyed would rather see technology make their home lives simpler than
provide more information at work. Freescale is helping simplify consumers' lives with
home appliances: electric and gas cooking, dishwashers, refrigerators and freezers,
washers and dryers and vacuum cleaners.

Home appliance industry

Prospects for the home appliances industry have brightened in 1999 due to
good sales volumes and most companies in this industry are expected to post record
profits for the year. However, international profits are poor and are not likely to
improve in the near future. Two-thirds of the stocks in this industry are expected to
outperform the market for the year ahead, but may underperform the market over the
next three to five years.

Stock prices for the home appliance industry have declined during the 3rd qtr
of 1999 due to lower durable goods shipments, higher interest rates, and other factors.
Low rates of personal savings and high levels of consumer debt indicate a lack of
demand can be expected for the industry in the future.

Home appliance industry in 2010 promising

Say goodbye to the 2009, dazzling, the calendar has already turn to 2010.
Looking back over the past year, home electrical appliance industry, it is no
exaggeration to say that in 2009 China's home appliance industry to achieve
significant year of transition, where, on the situation on the reason, you should talk to
those Shier appliance industry in 2009.

Experienced the 2008 financial crisis, turmoil in the spring of 2009 is


undoubtedly the most hard to get home appliance industry for some time, at that time,
many foreign orders for household electrical appliance enterprises are either not
receive, or do, domestic sales channels and are difficult pioneering phase. Fortunately,
home appliances to the countryside policies of the nationwide promotion, so that the

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domestic household electrical appliance enterprises are beginning to see more of life.
Appliance chatting up the countryside to disseminate the "ride", a time, household
appliances enterprises will swarm in the countryside have been actively involved in
the tender of household appliances, also precisely because of home appliances to the
countryside policy, vigorously promoted, so that many of the brink of collapse home
appliances manufacturing enterprises miraculously come to life.

In the meantime, originally scheduled for March 1, 2009 introduction of the


"air-conditioning energy efficiency of the New Deal" is not on schedule, which also
allow domestic air-conditioning manufacturers are relieved, won some high-energy
air-conditioning inventory clean-up time. Even more stunning is the "energy-saving
Huimin Project" for energy efficiency level of more than two air-conditioning for 300
yuan -850 yuan / Taiwan (sets) of subsidies to ease in the form of policy, so that
domestic air-conditioning business conscious, progressive type to carry out capacity
upgrades, eliminate high-energy air-conditioning products.

Of course, we can not overlook the appliance trade-in policy, although the
amount of subsidies for the initial set up only 20 billion, but sales of up to 140 trade-
in appliances billion (as of December 30 last year) of performance, to of view, trade-
in is indeed a strong consumer driven appliances urban policy.

Needless to say, 2009 can be out of the shadows appliance industry, see the
light again is largely attributed to preferential policies to stimulate the country. Now,
standing at a new starting point in 2010, the home appliance industry should not have
much baggage. Policy, the household appliances to the countryside policies will
continue to implement, but will also stimulate efforts to further increase; third
installment of "energy-saving products Huimin Project" to promote energy-efficient
air-conditioning catalog has just been baked; appliance trade-in policy has already
identified will be extended for one year. Industries, color TV manufacturers to
gradually into the upper reaches of the field panels, air-conditioning businesses to
upgrade capacity in sight, refrigerator, washing machine industry consolidation trend
of regional stability. Economic environment, the external market is becoming
increasingly prominent signs of economic upturn, domestic demand and stimulating

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effects become increasingly prominent. Home appliance industry in 2010, what
reason not to be more enterprising and ambitious

2. COMPANY PROFILE

2.1 Background and inception of the company.


Eureka Forbes Limited, Asia’s largest direct sales organization was started in
the year 1982 as a joint venture between Forbes Gokak (a Tata Group company) and
Electrolux AB (Sweden) and is a professionally managed organization with a special
concern for its customers, employees and the society at large. EFL revolutionized the
Indian market by introducing products like vacuum cleaners, water purifiers and Air
purifies. EFL which pioneered the concept of direct sales in health and hygiene
products starting from a single office, ten field representatives organization in 1982,
today operates from 280 customers Response centers covering 128 cities with over
8000 sales personnel, Our constant strive to excellence has resulted in entering
industrial sales, electronic security systems, chemicals and retail systems and our
reach is expanding around the world by way of exports.

The business turnover has been continuously rising and now stands at Rs.
1151 crores; thanks to the tremendous trust over 5 million customers have placed on
us. Eureka Forbes company’s manufacturing facilities are located at Bhimtal,
Hyderabad and Bangalore ably aided by an advanced research and development
centre in Bangalore. It has over 500 customer networks. Response centers to provide
prompt and efficient after sales service. Eureka Forbes beings with listening to the
customers and addressing their priorities and inhibitions 140 customer response
centers across 98 cities with ensure that customer are never left out in the world’s
4000 strong dealer network distributing the forces range of water purification
systems and Torando home cleaning systems . An Industrial sales division which
distributes the nilfisk range of clearing equipment 4 manufacturing facilities at
Hyderabad, Bhimtal, Meghalaya and Bommasandra with ISO 9002 certification. A
network of water – testing laboratories across the country. A government recognized
R&D centre at Bommasandra. Alliances with global leaders. Certification from
prestigious independent water labs in India and abroad for our range or water
purification system. Plus, a glowing export market. Market leaders in Aqua guard

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water purification systems, Euro clean Home cleaning systems, Euro air purification
system and Euro vigil electronic security solutions.

Forbes Gokak Limited is an associate company of the house of TATA, India’s


foremost industrial group. Forbes is one of the 80 companies under the banner of
TATA Group. The organization has also commenced export operations and is in a
strong position as the leader in health and hygiene products in India .EFL is the
pioneer of direct selling in India and a name that is held is esteem and high regard.

During its short tenure, in the Indian corporate scenario. The organization has
managed to commence its own manufacturing facilities aided by a well equipped
technological service division also promote its own subsidiary company which is
known as the Andrapradesh subsidiary company which is known as the Andhra
Pradesh components Ltd. (APIC). EFL has made its own mark in the consumer
appliances industry. It is an achievement for anyone associated with it. EFL has its
ambassador at large its direct sales representatives; they are called as “EURO
CHAMPS”

Forbes is one of the leading water purifier companies in the global market with a
presence in over
18 countries. With an experience of over 25 years, it is also one of Asia’s largest
direct sales companies
in water purifiers and home cleaning systems. With an annual export turnover
exceeding US $382,000,
Forbes is a fast growing global force in water purification solutions.

Forbes is built on the belief that the way to happiness is health. Living up to this
commitment, Forbes serves
over 5 million satisfied customers across the globe. Currently Forbes offers over 20
unique products as
part of its water purification and home cleaning solutions and is constantly working
on new products that improve the quality of life.

Present status of the organization.

The company started with a team of 150 direct seller’s sales men. Within 10
years the outfit develops in a massive setup with more than 4000 well trained

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salesmen. Through their door to door hard sell. The Eurekha Forbes sales men
now sell more than one lakh vacuum clearers and water purifiers per annum
bringing in revenue of more than Rs 50 crore per year.

Today, Eureka Forbes Ltd., is Asia’s largest direct sales organization and if
brings over 3 millions customers. The very best life has to give clear air, clear
water, and safe and secure homes, but more important is that they bring the
reassurance of a friend for life.

Eureka Forbes – in Karnataka:

EFL has an extensive network in the state with its regional office and 09
customer response centers in Bangalore and also in Hubli, Shimoga, Belgaum,
Davanagere, Mysore and Mangalore a centralized Recruitment and Training
centre at Bangalore city.

Other subsidiary companies


 Bradma of India Limited
 Eurekha Forbes Ltd. – Andrapradesh Industrial Components Ltd.
 Forbes Estates Ltd.
 Forbes shipping corporations Ltd.
 Lutham India Ltd.
 Patel cotton company Ltd.
 Volkart Fleming shipping and services Ltd
Associate companies

 Facit Asia Ltd


 Forbes Campbell holdings Ltd
 Godless Nerelac paints Ltd

2.2 Nature of business carried.

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Since the Eureka Forbes started they are more comfortable in direct marketing.
The nature of business carried is marketing. Marketing is a broad topic that covers a
range of aspects, including advertising, public relations, sales, and promotions. People
often confuse sales with marketing, when in fact the two are very different. The
former involves getting a product or service into the market, promoting it, influencing
behaviour, and encouraging sales. Sales are the actual transaction of getting a product
or service into the hands of your customers.
Tactics that were considered radical then are almost main stream now. With so
many messages bombarding the consumer in the marketplace today, it is now more
difficult than ever to get your product noticed, so marketers have learned to be
creative.
Knowing what your clients' expectations are, exceeding them, and building a
reputation based on that is the key to success. Pay attention to your customers, and
they will come back time and time again. Ignore them, and they will disappear faster
than you can spend your marketing budget to try to bring them back.

Many people do not know much about marketing and they always feel that the
marketing staff in the company is a burden on the company and they do not justify the
Money spent on them. But the fact is that sincere marketing efforts never go waste.
When you invest in marketing related activities, you are sure to reap benefits. Well
run marketing campaigns can help you earn good profits.

Some people have a misconception about the term marketing, they feel that it is an
easy task and anyone can do it. But as a business person you have to get rid of this
view point and employ a professional marketing agency that will device your
marketing strategy and help you execute it as well. Or you can also have the
assistance of an independent marketing consultant who can oversee the marketing
efforts that are being put in by the marketing department.

The outside marketing agency or the professional marketing consultant will be


able to focus on all the company's marketing requirements without being bothered by
the aspects like internal company politics or employee relationships etc.

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Marketing is a very important aspect in business since it contributes greatly to
the success of the organization. Production and distribution depend largely on
marketing. Many people think that sales and marketing are basically the same. These
two concepts are different in many aspects. Marketing covers advertising, promotions,
public relations, and sales. It is the process of introducing and promoting the product
or service into the market and encourages sales from the buying public. Sales refer to
the act of buying or the actual transaction of customers purchasing the product or
service.

Since the goal of marketing is to make the product or service widely known
and recognized to the market, marketers must be creative in their marketing activities.
In this competitive nature of many businesses, getting the product noticed is not that
easy.

Strategically, the business must be centered on the customers more than the
products. Although good and quality brand products are also essential, the buying
public still has their personal preferences. If you target more of their needs, they will
come back again and again and even bring along recruits. If you push more on the
product and disregard their wants and the benefits they can get, you will lose your
customers in no time. The sad thing is that getting them back is the hardest part. Sales
are the main Motive of the company.

Training Makes the Difference

Regardless of how a company sells, any inbound or outbound salesperson needs to


know how to sell. The biggest difference between success and failure is often
dependent on training (initial and ongoing). I accepted my first sales position in 1980
and failed miserably. However, a year later I sold with a different company, but this
time after a week of intensive sales training. The sales training made all the difference
and I went on to become the top salesman, top sales manager, top recruiter, had the
top region, won every company sales award, and was eventually promoted to run the
entire program with over 300 sales people. Later, as a founder of a company that grew
to become the world’s largest hi-tech product launch firm, with over 4,000 field reps,
I created a sales manual specially to work with resellers.

Marketing features:

 Marketing Promotes Product Awareness to the Public


 Marketing Helps Boost Product Sales

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 Marketing Builds Company Reputation

2.3 Vision and mission statement.

Vision statement:
To create a viable, responsible and entrepreneurial organization
this used its human resources to deliver profit for its investors and growth for its
business and people. Ever - changing – market in the years to come, we will ask
ourselves the some questions.

♦ How can if continue to enhance lives?


♦ Pressure fragile planet?
♦ Pre empt customer Needs?
♦ Create products that will change the world? And we will have new
answers. New relationships to forge. New lives to touch. The quest
continues.
♦ A happy, Healthy, safe and pollution free environment built on trust
and lasting relationship with customer.
Mission statement:
Their mission is to build sustainable relationship with customers, as
their “friend for life” by satisfying their evolving health, hygiene, safety
and lifestyle through.

• To promote an awareness of the benefits of conserving and


managing the quality of our natural water and air resources.
• To become an instrument of influencing Indian society and its
constituents to act in a manner that reflects that these
resources are not a legacy of our forefathers that we can take
for granted, but a loan we have taken form our grand
children, to be repaid with interest.
• To believe that the unpolluted water and air is the birthright of
every Indian citizen.

Current Objective.

23
To reach 10 million urban households, with our message.

2.4 PRODUCT PROFILE

PRODUCTS

WATER PURIFIERS

Eureka Forbes is a specialist in 5 water technologies, addressing 17 diverse water


conditions. Over 71 million litres of Aquaguard water is consumed daily. Eureka
Forbes is the world's largest manufacturer of Ultraviolet based Water Purification
System. With over 20 products (RO, UV, NF, UF, RO +UV) and over 6 million units
sold.
• Aqua guard reviva.

• Aqua guard I-nova

• Aqua guard compact

24
• Aqua guard classic

• Aqua guard booster

• Aqua guard Hi-flo

• Forbes aquaflo-designer

• Forbes aqua flo

VACUUM CLEANERS

Dusting, sweeping & swabbing does not get rid of fine dust. Even the cleanest-
looking spaces harbour dust & dirt. Dust floats in the air & settles on pillows,
mattresses, furniture, dhurries & even soft toys. Fine dust is actually living dust -
microscopic, health threatening dust mites live in it. Over 19,000 dust mites in a
single gram of fine dust. Dust mites cause allergies like fatigue, runny noses, itches
and even severe asthma. Ordinary cleaning does not get rid of dust mites - only
powerful, thorough cleaning with a vacuum cleaner can. Eureka Forbes are pioneers
and leaders in vacuum cleaning with over 2.5 mn satisfied customers. Eureka Forbes
has the widest range of vacuum cleaners and accessories that remove dust & dirt from
deep below surfaces, hard-to-reach places and areas where it does not seem to be
present. They are infinitely superior to conventional cleaning methods and are easy-
to-use.
• Euroclean Bullet
• Tornado Ezee
• Euroclean WD
• Euroclean Swift
• Tornado Trendy
• Tornado Handee
• Tornado Compacta
• Euroclean Ultima
• Euroclean Ace

25
SECURITY SOLUTIONS
Eurovigil from Eureka Forbes provides complete safety for your loved ones &
business. Solutions customized for homes, institutions & corporate, each solution
from Eurovigil is tailor-made for unique requirement. An array of products - intrusion
detection, access control, surveillance & fire detection, the Eurovigil solutions are
state-of-the-art security solutions providing you total safety. The strategic tie-ups with
world's leading companies in security solutions like Notifier, Honeywell, Bosch and
many others make the Eurovigil systems the ideal solution for your homes and
business.
• Home Security System
• Access Control System
• Surveillance System
• Video door phone
• Biometric lock
• Cc TV

INDUSTRIAL SOLUTIONS
Eureka Forbes offers comprehensive cleaning & water purification solutions. We also
offer contract cleaning service that effectively combines our products and cleaning
chemicals. We have numerous prestigious, satisfied customers including some of the
country's premier corporations.
• Industrial Water Purifier System
• Commercial Vacuum Cleaners.
2.5 AREA OF OPERATION

Eureka Forbes is a nationalized company that provides marketing services,


which assist in the expansion and profitability of a business. Companies such as
Stream Energy, Omega trend and Vector Marketing Group have succeeded due to
proper strategizing and constant follow-ups. National marketing companies mainly
market services or products on an international level thus they have to maintain the
wide clientele list. Building of a basic social relationship with consumers is important
in maintaining the business relationship as well.

Motivators play the role of following up the business and ensuring that it
remains on the right track. Most marketing companies succeed due to the constant
follow up by motivators. Motivators assist in ensuring that the business remains

26
successful and profitable. For most national marketing companies, diversification of
the strategies is necessary to avoid having only one mode of operation. Having one
strategy can fail the business especially in cases where immediate planning is
required. It is not always a guarantee that the use of one strategy will be a success.
Most marketing companies that are a success have used two major lines of strategy.
One strategy should consider the comparison of the product to others in the market,
advantage of the targeted markets and the availability of resources.

The contents of both the services and products determine whether the products
have better quality than others do or not. Standardization of services or products is
necessary in the evaluation of quality and value. Many people prefer to make high
payments for quality products rather that low payments for poor quality products and
services. One should question whether the targeted group is responding to the
company’s services positively or not. If the targeted market does not perform as
expected, the company should either change its services to conform to the needs of
the targeted group or change the target market. Provisions of services by marketing
companies have to conform to the standards set. Any irregularities can lead to the
closure of the company.

National marketing companies have to review their pricing and value of the
services they provide. This is a necessary step towards the retention of customers. If
the services conform to the customers’ demands, it will mean that they will come
back for more or go to the extent of directing potential customers to the company.
Sending of brochures on the new services or products to the existing customers is
essential in the retention of customers. Marketing companies mostly look into such
extra services for their own profitability. National marketing companies have to
maintain financial regularities in order to maintain the profit margin. Overdependence
on the customers purchasing ability may fail the business. It is against ethical conduct
to show signs of dependence; customers need to feel that the company is stable.

2.6 OWNERSHIP PATTERN

Pallonji Shapoorji Mistry, often described as being media shy, is a


construction tycoon from India. He also benefits from his 18.5 % stake (as last
published) in Tata Sons which is the holding company of the Tata conglomerate. Noel
Tata the CEO of Retail arm of Tata's is his son-in-law. Noel Tata is also the half-
brother of Ratan Tata.

The fifth richest Indian and Chairman of the Shapoorji Pallonji Group, Pallonji
Mistry is a man who rarely appears in public. His employees call him the man with no

27
faults, his friends describe him as humble and within the Tata Group he's known as
the Phantom of Bombay House. An association that's half a century old and yet
nowhere in the history of the Tata Group is the Mistry family mentioned by name.
The Group's largest stakeholder Pallonji Mistry's father Shapoorji, muscled his way
into Tata Sons by buying out solicitor FE Dinshaw's estate which was equal to 12.5%
of Tata Sons. When JRD Tata took over, Shapoorji took advantage of the Group's
uncertainty and bought out other Tata family members - increasing his stake to
16.5%. Yet the construction contractor was always considered an outsider and his
family's relations with the Tata’s eased only when Noel Tata, Ratan Tata's
stepbrother, married Pallonji's daughter, also. Today, Pallonji owns 18.35% of Tata
Sons, while Ratan Tata himself owns less than a per cent. When TCS went public,
Pallonji was the biggest beneficiary, netting more than even the Tata companies. His
net worth, estimated by Forbes in 2003 was Rs 9,200 crore. He's always been a silent
stakeholder, choosing instead to focus on the international expansion of his own
construction group, The Shapoorji Pallonji Group. The Group's now diversified into
textile and IT parks.

Eureka Forbes limited, is a joint venture b/w Forbes quick [part of shapoorji
pallonji group) and Electrolux AB of Sweden

2.7 Competitor’s information


Competition is one of the predominate role in the business world, the scope,
the strength, capability, capacity of between the competitors in a particular products
are differed and varied in nature. The healthy competition is required than business
for quality and standard products and services for desired customers in a market. Now
a day a company must be ready to compete both in domestic and international market
for getting name and fame in the industrial world.
There are so many number of competitors for eureka forbes products.

For aqua guard water purifier:

28
• Kenstar
• Ion-exchange
• Kento
• Dolphino
• Philips
Security solutions
• Zicom
• Alba
• TYCO
Vacuum cleaner
• LG
• Philips
• Modi-hover

2.8 Achievement / awards

o Aqua guard & Euro clean - Chosen Super brands


o Ranked among India's Most Admired Consumer Durable Companies
o Best Employers (4 times in a row)
o Winner of 'Most Admired Knowledge Enterprise' MAKE- Asia
Awards
o A case study at the prestigious Harvard Business School
o Winner of awards on Customer Responsiveness
o Winner of Water Digest awards

2.9 Work flow model

Vice President

Associate Vice President

General Manager

Deputy General Manager

29
Regional Sales Manager

Area Sales Manager

Divisional Sales Manager

Deputy Divisional Sales Manager

Branch Manager

Head – CRC (Customer Response Centre)

Senior Team Leader

Team Leader

Group Customer Sales Specialist

Customer Sales Specialist

2.9Future growth and prospectus.

 To become Leaders in domestic and industrial Water Purification Systems,


Vacuum Cleaners, Air Purifiers & Security Solutions
 7,000 strong Direct Sales Force touches 1.50 million Indian homes, adding 1,500
customers daily
 Expanded channels that reach out to customers to include
• A 10,000 strong dealer sales network
• A 58 distributor strong Institutional Sales Network
• Security Systems Division - one of India's largest system integrators

30
• A customer finance scheme, Eurovalue, for customers to easily obtain
the means to Live Healthier Lives
 Everyone in the company strives to make our customers 'Friends For Life'
 As more channels to reach out to customers were introduced, organisation was
restructured to harmonize these multiple avenues of interaction and present a
single face to the customer
 Planned to have rechristened our offices as Customer Response Centres (CRC)
making them the hub of all customer-centric efforts
 Planned to create created exciting new products and services to satisfy their
needs

Increased health consciousness of the Indian people, provides tremendous


scope for all the players in the industry to expand the market. There exist scope
for all the compounded annual growth rate of the industry is 20 percent and
growth has been exhibited ever in recessionary times.

However, the Indian consumer seems to be content with calling the


distributor to have a water purifier installed rather than visiting the shown
room for the same.

MC KINSEY 7 S FRAME WORK

3 MC Kinsey 7S model

There are seven basic dimensions which represent the core of managerial activities.
These are the levers which the executives use to influence complex and large
organizations obviously, there was a concerted effort on t he part of the

31
originators of the model to coin the managerial variables with words beginnings
with the letters ‘S’ so as to increase the communications power of the model.

Mckinsey & co’s 7 s Frame work provides a useful framework for


analyzing the strategic attributes of an organisation. The McKinsey consulting
firm identified strategy as only one of seven elements exhibited by the best
managed companies. Strategy, structure and systems can be considered the
“Hardware” of success while style staff, skills and shared values can be seen as
the “software”

Companies, in which these soft elements are presents, are usually


more successful at the implementation of strategy.

The 7 s are

• Shared value
• System
• Structure
• Style
• Staff
• Skills end

32
• strategy
There is no particular order to the 7 s

1. Structure:
Structure refers to the organizational arrangements for performing the tasks
and activities. The structure could be functional, product wise etc, if also
establishes interrelationship between various functions.

A. Corporate head office (Administration)


Konkani Nagar co- operative housing society Ltd,/
Prakash narayan kolnies marg.
Mohim (west)
Mumbai – 400016

B. Corporate operation office


Bhupesh gupta bhavan
85 Sayani roads, Prabhadevi,
Mumbai – 400025
Tel: 24301725

C. Regional Office
7, Chakraberia Road (south)
Kolkata – 700025

EFL divisions.
 Direct sales divisions:
The strong and consistency upgraded product line handled by the direct sales
than includes.
• Euro clean vacuum cleaner
• Aqua Guard water purifier
• Euro purifier
• Industrial solutions.

33
 Service division:
In keeping with its credo of total customer satisfaction, EFL has manifested its
belief through a strong and well equipped offer sales service division.
The mission
Towards total customer responsiveness
Service as a special function
Zero deflection of customers

 Exports division
The phenomenal progress of the company on the home front leads
to the setting up of exports division in 1989. The list of countries into which the
EFL has reached via exports division range from UAE, sultanate of man and
Mauritius in Africa. Besides these countries, EFL products are also being
marketed in the neighboring countries like Srilanka ,Nepal, Myanmar and
Bangladesh, other countries were EFL exported Jordan and Vietnam

 Technical service division


The companies technical service division was setup in August
1988 at Bangalore and has been recognized by department of science and
industrial research, ministry of science and Technology, Government of India
and has also received recognition from the Karnataka state pollution control
board for its water laboratory. The benefits of having technical services division
are product improvement; lost reduction, product development, import
substitution, etc.
 Manufacturing:
Eureka Forbes limited, as a fast growing organization, found it
necessary to start its own manufacturing units in certain products categories to
keep up with the growing demand from the consumer market. With this as the
defective manufacturing units, commenced operations and Bhimtal where they
have 2 manufacturing units, one belonging to EFL and the other to APIC, their
wholly owned subsidiary company. A third manufacturing unit, owned by APIC,
is located at Hyderabad.
 Finance A/C and company’s sec divisions

34
The finance department deals with 120 centers and about 100
banks. The department is entrusted with generation of funds, mgt of working
capital, ensuring proper budgeting and branch accounting. It also looks after the
taxation, statutory and legal requirements like audit inspection, filling of returns
etc.
 Information Technology Division.
The InfoTech Department deals from the verb hub of the
company’s operations with a nationwide information system. It ensures timely and
accurate generation of reports and tabulation, which are utilized in day-day
functions and planning.

 Human Resource Division:


At Eureka Forbes, its Human resource division firmly believes in
attaining excellence through its people. In keeping with its vision statements, this
division continuously endeavors to provide growth and development,
opportunities to all its internal customers.

 Customer Relations
To keep in touch with our every increasing customer base the
customer relations department was established. The customer relations department
plays an important role in this aspect. They keep in touch with our customers by
personally contacting through courtesy phone calls and direct mails. They also
ensure that complaints are attended to promptly. Hence they are a vital link b/w
the company and the customers.

 Marketing:
Products are designed by engineers, manufactured by production
people, priced by accountants and then given to the sales force to sell. Trust
building a good product will not result in a company’s success, nor will have
much bearing on consumer’s welfare. The product must be marketed. To
consumers before its full value can be realized. Thus, the success of firm greatly
depends on this newly evolved philosophy called the “Marketing concept”

35
The marketing department performs the vital function of planning
and guiding the execution of the concept, pricing promotion and distribution of
ideas, goods and services to creates to create transaction that satisfy customers
as well as achieve organizational goals.

2. Style:
Style refers to the employees shared and common way of thinking and
behaving written norms of behavior and though : style i.e., the patterns of
actions taken by over a period of time. This including the organization culture.
The style of leadership etc.
The Eureka Forbes co. Ltd is following participative type of style.
• Leadership style
• Organizational culture
The style of operation of the mgt in Eureka Forbes co. Ltd is totally
employee involved and tries to identify every opportunity of individual
development, which in turn leads to organizational development. More of a
participative management approach is being practical by EFL.

3. Shared values:
Shared values means that the employees share the same guiding values.
Values are things the you would strive for even if they were demonstrably No 7
profitable values act as an organizations conscience, providing guidance in
times of crisis. Identifying corporate values is also the first essential step in
defining the organizations role in the larger community in which if functions
any organization respecting the human resources has good value sharing among
the people in the organization .

A. The Vision

A happy, Healthy, safe and pollution free environment built on trust and
lasting relationship with customers.

B. The mission

36
Their mission is to build sustainable relationship with customers, as
their “friend for life” by satisfying their evolving health, hygiene, safety
and lifestyle through.

The people
Whose entrepreneurial spirit and ambition is filled by the culture of
pride, learning earning and fun.

The products and services:


That reflects innovation, become quality benchmarks and provides
real value of money.

The policies and practices


That is fair, transparent and constantly improved to maximize stakeholder
satisfaction and achieve market leadership.

The values:

 Integrity and highest ethical standards


 Mutual respect and trust in over working relationships.
 Communication that is open consistent and two way
 Density of people, cultures and ideas
 Innovation and Encouragement to challenge the status quo
 Continuous improvement, development to one another.
 Performance with recognition for results.

4. Skills :
Skills refers to the fait that employees have the skills needed to
carry out the company’s strategy. Skill is character that one should passes to
performs company expects its members have to Perform the assigned job
efficiently training and development – ensuring people know how to do their jobs
and stay up to date with the latest technologies. Right skilled personnel are is

37
place at all levels of organizations. The skills level of employee is constantly
upgraded through various training programmes to suet the needs of changing
technology and global environment.
5. Systems :
Systems refer to the rules, regulations and procedures both formal and
informal and informal that complements the organizational structure. This includes
the way the functions of different departments are carried out.
The decision main systems within the organisation can be range form
management intuition to structured computer systems to complex expert systems and
artificial intelligence it includes.
• Complex systems
• Operational systems.
• HR systems
The company using computer systems for data entry manipulation
etc. and operational systems used to operate the organisation system. The
company Also following HR systems in order to recruit,. Select and train the
employees. This system is also used to follow the systematic Salary
administration this system makes a good understand between the superiors and
their subordinates.
6. Staff :
Staff means that the company has hired able people, trained them
well and assigned them to the right jobs. Employees are the functional unit of the
origination their selection , training, placement, induction everything is
important for the organization staff deals with the process by which employees
are recruited, deployed and developed their current position, future up graduation
etc.
Section, training reward and reward and recognition, retention,
motivation and assignment to appropriate work are all key issues. There are 10 to
15 employees are working in technological department. 4 employees are working
in front of office i.e. (Customer service centre) there are 40 to 60 sales men’s are
working in the company these are all coming under non technical staff. Solution
produces through personal interview. Training department is mainly concentrated

38
to train the both technical as well as non- technical staff is order to increase the
rate of growth of the company.

7. Strategy:
Strategy is the choice of direction and action of the company adopt
to achieve its objectives in a competitive situation. A strategy explains what are
the objectives of the organisation and how the organisation go about to achieve its
objectives. The integrated vision and direction of the company, as well as the
manner in which it derives, articulates, communicates and implements that vision
and direction. The Eurekha Forbes co’s strategy is to be leads in the market
(market leadership) price competitiveness and product differentiation in order
to attract all types customers. The main important marketing strategy of the
company is advertisement and product up gradation.

• Business developments and strategic planning


BD and SP responsible for identifying and developing new
products / business areas / service areas. It acts as a single window to the external
world. BD and SP are involved from the identification stage to the test. Marketing
stage of any product or business area. The department also sucks fruitful
collaborations with Indian companies with common business Interest.
It also collaborates or clever is to distribution agreements with
overseas companies who want to utilize EFLs strong nationwide network. These
are companies who are looking out for a strong marketing base in India. BD and
SP is responsible for the preparation and half yearly updating of annual ‘Strategic
plan’ It also prepares a division wise strategic plan’ in consultation with each
division. This envelopes doing a SWOT of the company, once a year, it makes a
presentation to the Board of directors and course correction.

4 SWOT ANALYSIS

A tool used by the organisation to help the firm its strength, weakness,
opportunities and threats is called SWOT Analysis. A Swot analysis is used as a

39
framework to help the firm develop its overall corporate marketing or product
analysis.
Strength and weakness are the internal factors of the organization and which
are controllable opportunities and threats are the external factors of the
organizations and which are not possible to control or uncontrollable.

Strengths:
 Eureka Forbes ltd believes in the saying “friend for life” and hence provides a
healthy and hygiene life style.
 Finally, another strength, which can be observed, is that Eureka Forbes ltd
exceeds customer satisfaction by selling quality products with excellent after sales
services.
 The company and its products are well known to its people.
 The company mainly concentrates on delivering a healthy and hygiene life.
 Since the products are fast moving it is considered a major strength.
 It has effective brand awareness among the total segment of consumers.

Weakness
 Eureka Forbes ltd is lacking behind in selling its sub products than its popular
ones.
 It is not able to push its products to new customers due to competitor’s products.
 Eureka Forbes ltd one weakness would be that it fails to fluctuate its price band.
 It does not occupy the market as that of its competitors.
 Products price not suitable for people under low-income group.
 Insufficient advertisement (electronic media)

Opportunities
 The company can experiment on making changes to its existing models in the
form of shape, colors, shades etc,

40
 There is an opportunity to find out the taste of new customers and provide them
with attractive and improved advertisement.
 The company can sell its products through On-line, which makes easy and
comfortable for the new customers.
 Export potential
 Dealers are increasing

THREATS
 The major threat to the company is that it is loosing its customers.
 The major threat to the company is that it is loosing its customers to big
companies like LG Electrolux, ken star, Philips, Geepas.
 Few competitors are producing similar products.
 Directing marketing in many areas are taken over by on-line marketing.
 Similar product available with cheaper price

41
5. Analysis of financial statement
FINANCIAL RESULTS

The Directors are pleased to submit their Report and the Audited
Accounts of the Company for the year ended 31st March, 2009.

Current Year Previous Year


Particulars
(2008-09)Rs. (2007-08)Rs.

Sales and Other Income 8,13,63,14,903 7,39,98,67,154

Profit before Depreciation 49,94,21,237 47,95,68,457

Less: Depreciation 9,43,06,377 9,00,27,767

Profit before Tax with Extraordinary


40,51,14,860 38,95,40,690
Items

Extraordinary Items 2,67,96,385 -

Profit before Tax 37,83,18,475 38,95,40,690

Less: Provision for Current, Fringe


13,90,22,288 14,04,03,806
Benefit and Deferred Tax

Profit after Tax 23,92,96,187 24,91,36,884

Less: Prior Years' Tax Adjustments (Net) 2,08,356 -

Profit After Tax and Prior Years'


23,90,87,831 24,91,36,884
Adjustments

Add: Balance brought forward from


18,03,41,686 12,89,86,712
previous year

Amount available for appropriation 41,94,29,517 37,81,23,596


APPROPRIATIONS:
Interim Dividend 6,39,00,000 6,39,00,000

Proposed Final Dividend 4,26,00,000 2,13,00,000

Tax on Dividend 1,80,99,675 1,25,81,910

Transferred to General Reserve 10,00,00,000 10,00,00,000

42
Balance carried to Balance Sheet 19,48,29,842 18,03,41,686

DIVIDEND: During the year 2008-2009, your Company paid an interim dividend of
Rs.15/- per share (150% on face value of Rs.10/- each) amounting to Rs.6.39 crores.
In view of the Company's satisfactory performance, the directors are pleased to
recommend for approval of the members a final dividend of Rs.10/- per share (100%
on face value of Rs.10/- each) on 42.60 lakhs shares of Rs.10/- each for the financial
year 2008-09 amounting to Rs.4.26 crores towards dividend and Rs.0.72 crores
towards dividend tax resulting in total outflow of Rs.4.98 crores bringing the total
dividend to Rs.10.65 crores i.e. 250% on face value of Rs.10/- per share (previous
year Rs.20/- per share i.e. 200% on face value of Rs.10/- per share amounting to
Rs.8.52 crores).

TRANSFER TO RESERVES: The Company proposes to transfer Rs.10.0 crores to


the General Reserve out of the amount available for appropriations and an amount of
Rs. 19.48 crores is proposed to be retained in the Profit and Loss Account.

OPERATIONS: The buoyancy in the Indian economy during the year under review,
showed signs of slowing down after November, 2008. This, coupled with rising
inflation, posed fresh challenges to the Company's thrust which, nonetheless was
able to maintain a reasonable growth in sales and profitability.

During the year under review, your Company made a turnover of Rs.813 crores, a
growth of 10% over the previous year. The profit before tax and extraordinary items

43
also increased from Rs.38.95 crores to Rs.41.81 crores, a growth of 7% as compared
to 14.7% in the previous year.

The year 2007-2008 has been a year of technology leadership, innovation,


investments in new ventures, expansion of existing business and enhancing the
Company's involvement in rural market place.

6. Learning experience

1Eureka Forbes is a manufacture of water purifier, vacuum cleaner, Security


service Systems and other sub products. It is private limited company established in
the year 1982 and Now a days a firm occupied a good potential market and in a short
span of 28 years company has grown into 128citiesand 8000 sales personnel and has
overtaken one mile stone after another without looking back. It is certified by ISO:
9002
Managing director is a head of company and is the ultimate decision maker for
his company. There are nearly 60 to 80 workers who are working in the company and
nearly 45 to 50 employee working in office.
All the workers are provided with extra facilities to life. All are well satisfied with
their job assigned and there working condition in the company.
In the interaction with the company give me an insight and a first hand experience of
the company scenario in the competitive environment outside the realms of the
institute
 Importance and benefits of computers and especially ERP implementation
 Employees observe dress code, in respective of their cadre dress up in the
uniform.
 All the employees value punctuality.
 Importance time management.
 Timely rewards are given to motivate the employee.

44
 Maintenance of greenery both with in outside the company premises, eco-
friendly waste disposal techniques through learn management are followed
and the maintenance of premises with utmost hygiene.
 How different employees / workers have different skills, talents, abilities,
attitudes etc and how they are being utilized in optimum manner in achieving
organizational goals.
 How individual should be dynamic in corporate sector which guides in career
planning and development.
 Summer project training also helped me to know the importance of team effort
when compared to individual efforts in organization; also importance of
human relations was known which help in getting thing done through and with
others.

1. GENERAL INTRODUCTION

1.1 STATEMENT OF PROBLEM.


The main aim is to develop the product and bring out product patronage for which
analysis of perception of customer who is called as sovereign of the market is
necessary. The study helps to obtain suggestions for improvement of product and
also helps for finding out perception level of customers.

The study attempts to study, analyse and determine the customer perception
towards the eureka Forbes products and also to analyse the factors influencing the
purchase of eureka Forbes products.

The comprehensive statement of the problem can be stated as “CONSUMER


PERCEPTION TOWARDS EUREKA FORBES PRODUCTS AT BANGLORE
CITY”.

45
1.2 OBJECTIVE OF STUDY.
Primary objective:
2. To analyze the consumer perception towards the Eureka Forbes products.

Secondary objectives:
 To create awareness regarding the companies products.
 To know the reasons for accepting and rejecting the companies products.
 To know what they except from the company and its products.
 To analyse the purchasing behaviour of the organization people.
 To understand how they react towards direct marketing as a whole.

1.3 SCOPE OF THE STUDY.


As consumers use the product, their needs, preferences, usage habits, post
purchase actions vary widely which in turn gave the study a wide and large scope for
analysis, the time frame for this study is six weeks.

The study was conducted for customers of Eureka Forbes, who are dispersed
in different areas of Bangalore city....
The data collected and interpreted will be useful for the company and the
reader of the project. various findings, observations and valuable suggestions,
recommendations help the company to materialize its future plans.

The research study also helps to find out the demand potential for Eureka
Forbes ltd.,

1.4 METHODOLOGY.
Keeping in the mind the objectives of the study, the characteristics of the
Eureka Forbes ltd, the target segment and the time frame and the cost benefits where
considered and the following methodology was adopted.

46
RESEARCH DESIGN:
A research design is the arrangement of conditions for data collection and
analysis in a systematic manner that aims to combine relevance to the research
purpose with economy in procedure.

The intention of the study being to find it the demographics, lifestyle, usage
patterns, frequency of usage and attitude towards the different kinds of Eureka
Forbes products. The market research conducted was both exploratory research and
descriptive in nature.

Exploratory because it was a means to get ideas and insight into the Eureka
Forbes ltd. Descriptive because it laid emphasis on the determining frequencies of
various variables and studying the relationship between some of those variables.

SAMPLING SIZE:
The sampling should have a meaningful of how large a sample we wish to draw
from the population in order to fulfil the research objectives, that the determination
in advance of how many respondents are to be included in the sample. More of
sample size less of sampling errors.
The total sample size of 50 respondents was taken of my study.

SAMPLING PROCEDURE:
The sampling procedure adopted was random sampling technique with in
a purposeful sample. The random sampling method is the basis and the most reliable
method, for the key requirement of the random is that a complete list of the
population units is available. A was escorted to a sampling procedure on which units
are selected in such a way that all the units in the population have equal chances of
being selected in random sampling.

DATA COLLECTION METHODS:


Data for this report is collected from two sources

PRIMARY SOURCES:

47
This data is first hand data, which is collected by the researcher. This method
requires a lot of time and effort but provides data that is accurate devoid of
individual basis. This project report is reported by using primary data to analyse and
interpret the study of consumers feedback.
There are three basic ways of collecting primary data; they are by
observations, by experiments and by survey method.

The primary data is collected through structured questionnaire prepared by


myself and observation is made. Consumers are interviewed through questionnaire.
Open and closed ended questions were used in the questionnaire. The order of
questions was such a way as to begin with simple questions and lead on to questions
that needed more involvement from the respondents regarding the buying patterns,
preferences and attitudes.

SECONDARY SOURCE:
Secondary data are those information that are readily available and easy to
obtain, it requires no individual efforts from research to get this information.
Secondary data is mainly collected from published sources like magazines, journals,
websites and newspapers, etc. Hence basic information about the product
background, target customers and basis of market segmentation and the competitors
were gathered in this manner.

1.5 Limitations of the study


As the activity has its own limitation. This study is also confined to many limitations.
The data collected would have been more representative and accurate.

♦ Time constraint was the main limitation of the study.


♦ The survey was confined to areas in and around Bangalore city only.
♦ As the sample size is 50 numbers, the findings may or may not be appropriate as
no sample represent the total population.

48
♦ The information collected from the respondents is believed to be 100% correct.
The study was certainly limited to the information gathered from limited number
of people.
♦ Cost constraint was another limitation of the study
♦ Making accurate predictions relating to consumers perception is very difficult.
♦ Survey itself does not provide the final solution, it only provides the indications.
♦ The views and responses of the respondents may change over a period of the
time.

ANALYSIS AND INTERPRETATION

TABLE-1

TABLE SHOWING THE AGE OF THE RESPONDENTS

YEARS RESPONDENTS PERCENTAGE


Below 30 yrs 4 8%
31- 40 yrs 19 38%

49
41- 50 yrs 21 42%
50 and above yrs 6 12%
TOTAL 50 100%

ANALYSIS:

The above table showing the age of the respondents out of 50 respondents
4 persons (Respondents) were below 30 yrs age who are the least in number, 19
respondents were between 31-40 yrs and 21 respondents were 41-50 and 6
respondents are above 50 yrs who were the second least in numbers.

CHART-1

CHART SHOWING THE AGE OF RESPONDENTS

50
19 21
20

No. of Respondents
15

10
6
4
5

0
Below 30 31-40 41-50 Above 50
years years

INTERPRETATION:
From the above survey it can be interpreted that there are 50 respondents out
of that 4 are below 30, 19 are between 31 to 40 respondents, 21 are between 41 to 50,
and only 6 respondents are above 50.

TABLE-2

THE TABLE SHOWING QUALIFICATION OF THE


RESPONDENTS.

51
Option Respondents Percentage
Post graduate 8 16%
Graduate 15 30%
Under Graduate 22 44%
Others 5 10%
Total 50 100%

ANALYSIS:
The above table shows that out of 50 people , 8 Respondents are
post graduate 15 are graduate, 22 are under graduate and reaming respondents come
under others.

CHART-2

Chart shows the Educational Qualification of respondents

52
22

20
15

No. of Respondents
15

10 8
5
5

0
Post Graduate Graduate Under Others
Graduate

INTERPRETATION:

From the above survey it can be interpreted that there are 50 respondents out of that 8
are Post graduate,15 Graduate.22 under graduate and 5 respondents are other than
this.

TABLE-3

53
TABLE SHOWING THE OCCUPATIONS OF THE
RESPONDENTS

OPTIONS NUMBER PERCENTAGE


Student 7 14%
Employee 25 50%
Self-Employed 13 26%
Others 5 10%
TOTAL 50 100%

ANALYSIS:
The above Table shows that out of 50 Respondents 7 Respondents are
student and 25 Respondents are Employed and 13 respondents are self-employed
and 5 comes under others.

TABLE-3

TABLE SHOWING THE OCCUPATIONS OF THE


RESPONDENTS

54
OPTIONS NUMBER PERCENTAGE
Student 7 14%
Employee 25 50%
Self-Employed 13 26%
Others 5 10%
TOTAL 50 100%

ANALYSIS:
The above Table shows that out of 50 Respondents 7 Respondents are
student and 25 Respondents are Employed and 13 respondents are self-employed
and 5 comes under others.

CHART- 3

CHART SHOWING THE RESPONDENTS OCCUPATION

55
25

20

13

No. of Respondents
15

10 7
5

0
Student Employee self-employee Others

INTERPRETATION:
From the above survey it can be interpreted that most of the respondents are
Employees and the next is self employed people.

Table-4

TABLE SHOWS THE INCOME OF RESPONDENTS.

56
OPTIONS NO. OF RESPONDENTS PERCENTAGE

Below 10,000 4 8%

10,000-30,000 23 46%

30,000-50,000 16 32%

Above 50,000 7 14%

`Total 50 100%

ANALYSIS:
The above Table shows that out of 50 Respondents 46% Respondents income
belongs to 10,000- 30,000 and 32% respondents’ income is 30,000-50,000 and only
8% of respondents are earning below 10,000.

CHAR-4

57
Chart showing the income level of respondents

23

20
16
No. of Respondents

15
I
n 10 7
t 4
5
e
r 0
Below 10,000 10,000-30,000 30,000-50,000 Above 50,000
p
retation:
From the above survey it can be interpreted that most of the respondents are
belongs to 10,000-30,000 income group.

TABLE-5

TABLE SHOWING FROM HOW LONG RESPONDENTS ARE


USING EUREKA FORBES PRODUCT

Years No. of respondents Percentage

58
Below 2 years 20 40%
2 to 5 years 15 30%
5 to 10 years 10 20%
Above 10 years 5 10%
Total 50 100%

ANALYSIS:

From the above table observed that out 50 respondents, 40% of the
respondents are using below 2 years, 30% of respondents are using from past 2 to 5
years, 20% of respondents are using from 5 to 10 years and 10% of the respondents
are using above ten years.

CHART-5

CHART SHOWING FROM HOW LONG RESPONDENTS ARE


USING EURWKA FORBES PRODUCT

59
20
20
15

No. of Respondents
15
10

10
5
5

0
Below 2 years 2 to 5 years 5 to 10 years Above 10
years

INTERPRETATION:

From the above survey it can be interpreted that majority of the respondents
are fall under the category of below 2 years, this shows that the product are in the
early growth stage. Hence if the company can use the sales promotional activities to
get more customers.

TABLE-6

TABLE SHOWING THE REASONS FOR ACCEPTING EUREKA


FORBES PRODUCTS

60
REASONS No. of respondents Percentage
Goodwill 8 16%
Popularity of the
9 18%
product
Quality\ 11 22%
Safety and Hygiene 22 44%
Total 50 100%

ANALYSIS:

Out of 50 respondents it has been observed that 16% of the respondents are
saying that because of goodwill they are accepting eureka Forbes products, 24% are
saying because of popularity, 16% are saying that because of quality and 44%are
saying that because of safety and hygiene.

CHART-6

CHART SHOWING THAT THE REASONS FOR ACCEPTING


EUREKA FORBES PRODUCTS

61
22
20

No. of Respondents
15
11
9
10 8

0
Goodwill Popularity of Quality safety and
the product Hygiene

INTERPRETATION:
From the above it can be interpreted that majority of the consumers are saying
that safety and hygiene are the reasons for accepting the Eureka Forbes products.
With safety and hygiene the company should also maintain the quality and
popularizing the brand.

TABLE-7

62
TABLE SHOWING RESPONDENTS SATISFACTION WITH THE
PRODUCTS OF EUREKA FORBES PRODUCT

Preference No. of respondents Percentage


YES 40 80%
No 15 20%
Total 10 100%

ANALYSIS:

Out of 50 respondents it has been observed that 80% of the respondents are
satisfied with the product of eureka Forbes and 20%r respondents are not satisfied
with the eureka Forbes.

CHART-7

CHART SHOWING RESPONDENTS SATISFACTION WITH


THE PRODUCT OF EUREKA FORBES

63
No

Yes
No

Yes

INTERPRETATION
From this we can say that majority of the respondents are satisfied with the eureka
Forbes products. So the company as to provide a very good services to maintain the
same level of customer satisfaction.

TABLE-8

64
TABLE SHOWING THE AWARENESS ABOUT EUREKA
FORBES PRODUCT BRAND

Preference No. of respondents Percentage


YES 40 80%
No 15 20%
Total 10 100%

ANALYSIS:

From the above table, it is observed that out of 50 respondents, 80% of the
respondents are aware of Eureka Forbes products, 20% of the respondents are not
aware of Eureka Forbes products.

CHARTS-8
CHART SHOWING THE AWARENESS ABOUT EUREKA
FORBES PRODUCT BRAND

65
No

Yes
No

Yes

INTERPRETATION:
From the survey it can be interpreted that majority of the respondents are
aware of Eureka Forbes products. So the company can acquire good market share in
up coming years. This shows that bran awareness of Eureka Forbes is good.

TABLE-9

TABLE SHOWING RESPONDENTS OPINION ABOUT THE


PRICE OF THE EUREKA FORBES PRODUCTS

66
NO. OF
OPTIONS PERCENTAGE
RESPONDENTS

Acceptable 30 60%

Reasonable 15 30%

costly 5 10%

total 50 100%

ANALYSIS:

Out of 50 respondent it has been observed that 60% of the respondents say that
the product price can be acceptable,30% say that it is reasonable and 10% of
respondents are say that it is costly.

CHARTS-9

CHART SHOWING RESPONDENTS OPINION ABOUT THE


PRICE OF THE EUREKA FORBES PRODUCTS

67
30 50

20
15

No. of Respondents
15

10
5

0
acceptable Reasonable clostly Total

INTERPRETATION:
From this we can say that majority of the respondents are satisfied with the
price of the product.

TABLE-10

TABLE SHOWING RESPONDENTS USING THE EUREKA


FORBES PRODUCTS

NO. OF
SYSTEMS PERCENTAGE
RESPONDENTS

68
Water purifier 20 40%

Vacuum Cleaner 10 20%

Air purifier 3 6%

Security solution 5 10%

Industrial solution - 0%

Others 12 24%

Total 50 100%

ANALYSIS:
Out of 50 respondents it has been observed that 40% of the respondents are
using water purifier and 20% of respondents are using vacuum cleaner and 24% of the
respondents are using different products of Eureka Forbes but in my survey no one is
using the industrial solution products.
.

CHARTS-10

CHART SHOWING USING THE EUREKA FORBES PRODUCTS

69
40%
40%

35%

30% 24%
25% 20%

20%

15% 10%

10% 6%

5% 0%

0%
Water Vacuum Air purifier Security Industrial Others
purifier Cleaner solution solution

INTERPRETATION:
From this we can say that majority of the respondents are using water purifiers
system and next vacuum cleaner and also few of the respondents are using more than
one product of Eureka Forbes

TABLE-11

TABLE SHOWING THE SATISFACTION BY THE


RESPONDENTS TOWARDS THE PACKAGING OF EUREKA
FORBES PRODUCT

70
OPTIONS No of respondents Percentage

Very good 35 70%

Good 10 20%

Satisfactory 5 10%

poor 0 0%

Total 50 100%

ANALYSIS:
From the above table it can be observed that out of 50 respondents, 70% of
respondents replayed the packaging of Eureka Forbes is very good, 20% of
respondents replayed good, 10% of respondents replayed satisfactory and no
respondents falls under the category of poor about the packaging of Eureka Forbes
product.

CHARTS-11

CHART SHOWING SATISFACTION BY THE RESPONDENTS


TOWARDS THE PACKAGING OF EUREKA FORBES
PRODUCT.

71
35
20

No. of Respondents
15
10

10
5

5
0

0
Very gfood Good Satisfactory Poor

INTERPRETATION:
From the above survey it can be interpreted that majority of the respondents
say that the packaging of Eureka forbes product is very good. As the company is
providing very good protection to its product it has to maintain the same quality of
packing. By this the company can provide safety to its product.

TABLE-12

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TABLE SHOWING THE CUSTOMER SATISFACTION
TOWARDS SERVICES PROVIDED BY EUREKA FORBES
PRODUCT LTD

RESPONSE No. of respondents Percentage


Yes 31 62%
No 19 38%
TOTAL 50 100%

ANALYSIS:
Out of 50 respondents it has been observed that 62% of the respondents are
happy with services provided by Eureka Forbes, 38% of the respondents are not
happy with the services provided by company.

CHART-12

73
CHART SHOWING THE CUSTOMER SATISFACTION
TOWARDS SERVICES PROVIDED BY EUREKA FORBES
PRODUCT

No

Yes
No

Yes

INTERPRETATION:
From the survey it is observed that majority of respondents are happy with
services provided by Eureka Forbes Ltd and the company has to maintain the same
service level so as to retain the existing customers and to acquire new customers.

TABLE-13

74
TABLE SHOWING THE SATISFACTION OF CUSTOMERS
TOWARDS THE DELIVERY OF EUREKA FORBES PRODUCT

RESPONSE No. of respondents Percentage


Yes 36 72%
No 14 28%
TOTAL 50 100%

ANALYSIS:
Out of 50 respondents it has been observed that 72% of the respondents are
satisfied towards delivery of eureka Forbes products and 28% of respondents are not
satisfied with the delivery of Eureka Forbes product.

CHARET -13

75
CHART SHOWING THE SATISFACTION OF CUSTOMER
TOWARDS DELIVERY OF EUREKA FORBES PRODUCTS

No

Yes
No

Yes

INTERPRETATION:
From the above survey it can be interpreted that most of the respondents are
satisfied with the delivery of eureka forbes products. Has Eureka Forbes is providing
on time delivery to its customer it as to continue the same.

76
TABLE-14

TABLE SHOWING THE SATISFACTION OF CUSTOMER


AFTER SALES SERVICES PROVIDED BY EUREKA FORBES

RESPONSE No. of respondents Percentage


Yes 22 44%
No 28 56%
TOTAL 50 100%

ANALYSIS:
Out of 50 respondents it has been observed that 44% of the respondents are
satisfied with the after sales service and 56% of the respondents are not satisfied with
after sales services provided by eureka Forbes.

CHART-14

77
CHART SHOWING THE SATISFACTION OF CUSTOMER
AFTER SALES SERVICES PROVIDED BY EUREKA FORBES

Yes
Yes
No
No

INTERPRETATION:
From the above survey it can be interpreted that most of the respondents are
not happy with the after sales service provided by the Eureka Forbes. Hence the
company has to concentrate on after sales service to satisfy the customers.

TABLE-15

78
TABLE SHOWING THE RESPONDENTS SATISFACTION
ABOUT THE WARRANTY GIVEN BY THE COMPANY

RESPONSE RESPONDENTS PERCENTAGE


Yes 35 70%
No 15 30%
TOTAL 50 100%

ANALYSIS:

The above table showing the warranty satisfaction of the respondents, out of
50 respondents 35 respondents i.e. 70% is satisfied with the warranty given by the
company and the 15 respondents i.e. 30% of respondents are still not satisfying with
the warranty offered by the company.

79
CHART-15

CHART SHOWING THE RESPONDENTS SATISFACTION


ABOUT THE WARRANTY GIVEN BY THE COMPANY

INTERPRETATION:
From the above survey it can be interpreted that there are 50 respondents out
of that only 70% of respondents are satisfying and the rest of the respondents are not
satisfied. So, the company once again have to verify the warranty period to satisfy the
and to attract the more customers.

Findings.

• During the study, more than 50% of the respondents quoted that the sales
persons from Eureka Forbes Ltd visited them once in two months. This makes

80
it clear the frequent visit of sales persons, which increases awareness
regarding the product among the consumers.
• On the whole we can say that most of the respondents are having very good
knowledge about the product and the company Eureka Forbes Ltd. People are
aware of the products and its importance.
• Though there are many similar products in the market under different brand
names. But, Eureka Forbes Ltd has very good brand awareness.
• During the study it was also found that most of the respondent are aware of
similar products sold by companies L.G, Kenstar, and others. Through indirect
marketing,. But, not those which are sold through directing marketing, other
than Eureka Forbes Ltd.
• From the above survey it is found that most of the respondents are in need of
credit facilities.
• Few of the respondents during the study gave negative answers when asked
whether they are happy with the after sales service provided by Eureka Forbes.
This is mainly because after sales provided by Eureka Forbes is not good.
• From the above survey it is found that most of the respondents are
appreciating the advertisements provided by Eureka Forbes.
• From this survey the institutional products of Eureka Forbes have very good
future.
• Majority of customers said that, quality of the product plays important factor
considered while buying the products.
• Most of them expressed the view that the after sales service is an important
factor considered while buying the eureka Forbes products. .
• Majority of customers opinioned that, the response time of the company
required to attend to complaints / service has been not satisfactory / good.
• 90 % of the customers opined that company salesman’s are the decisive
factors who influenced their buying decision.
• 80 % of the customers were contacted are from salaried class people including
housewife.

Suggestions and recommendations.

1) The E & L enjoys highest brand equity. Brand like Eureka Forbes expand its
market to many folds, by reaching the consumers in the various segment like

81
public, industrial centers, educational institutions, hotels, hospitals etc, both is
urban and rural areas.
8) The company must take measures to recruit efficient, skilled the professional
people as salesman to popularize the product and to attract the customers.
9) The company may provide a proper training program for their employees. This
would increase the company’s sales and returns.
10) The company may introduce life time services contract schemes, which will be
beneficial to both the customer and the company it will increase the consumer
perception about the service provided by the company.
11) Having 78% of the market share and the company has market potential which
needs to be topped; it can formulate strategies to tap the potential to its advantage.
12) More incentives help to increase sales.
13) The company may increase the number of customer response centers to cater to
the customer needs particularly urban market.

CONCLUSIONS.

The following are major conclusions marked from the study.

82
By analyses of hypothesis stated we know that while purchasing Eureka
Forbes Products customers are very much particular about Brand, Service, Quality
and Price. Customer like long life of product for the good Quality he is ready to pay
more and also customer opinion that we could get particular Brand in the shops.

For the research analysis I came to know that advertisement is the most
effective factor in influence in purchase of Eureka Forbes Products. Electronic media
play the effective role in the advertising to increase the sales.

12) The awareness level of the customer about this product is very high.
13) Company salesmen’s are effective in attracting customers.
14) Alfa, Ken star and Zero – B and others are the major competitors for Eureka
Forbes limited.
15) Brand preference for EFL products among customers is very high.
16) The company may introduce a new range of products to increase its market share.
17) The EFL Company has to more faces on quantity and design to satisfy parental
consumers to retain brand loyalty towards it.
18) The TV ads are the main factors, for influencing of the customers so the company
should more focus on TV ads make adequate provisions for giving suitable TV.
Ads.
19) Eureka Forbes Ltd should try to make its price brand more flexible during
different occasions.
20) The consumers are expecting more discount than installment schemes.
21) There is an opportunity for the company to produce OVENS, which is sold by
their competitors.
22) In order to over come competition from the other brands in the market, Eureka
Forbes Ltd has to rewrite its strategies with the cost effectives.

QUESTIONNAIRE

83
Dear Sir / Madam,

I am SHAFIQUE ALAM student of final year M.B.A


ADICHUNCHANAGIRI INSTITUTE OF TECHNOLOGY, CHIKMAGALUR.
As part of my curriculum, I am conducting a study on - "CUSTOMER
PERCEPTION TOWARDS EUREKA FORBES PRODUCTS at Bangalore
City”.

I assure that the data collected will be strictly restricted for academic purpose
only. Therefore, I request you to spare some of your precious time to give accurate
and unbiased information to the following questions.

1. Name of the Consumer:

2. Address of the Consumer:

3. Age Group (Yrs):


(a) Below 30 [ ] (b) 31-40 [ ]
(c) 41-50 [ ] (d) Above 50 [ ]
4. Gender:
(a) Male [ ] (b) Female [ ]
5. Family Size:
(a) 2 [ ] (b) 3 – 6 [ ]
(c) 6 and above [ ]
6. Educational Qualification:
(a) Post Graduates [ ] (b) Graduates [ ]
(c)Under Graduates [ ] (d) others (please specify) [ ]
7. Income Group:
(a) Below 10,000 [ ] (b) 10,000 - 30,000 [ ]
(c) Above 30,000[ ]

8. Occupation:
a) Student [ ] (b) Employee [ ]
c) Self-Employed [ ] d) others (please specify) [ ]

84
9) Are you aware about Eureka Forbes’ products?
(a)Yes [ ] (b) No [ ]
If yes, which of the following products are you aware of?
a) Water purifier [ ]
b) Vacuum cleaner [ ]
c) Air purifiers [ ]
d) Security solutions [ ]
e) Industrial solutions [ ]
f) Others (please specify) [ ]

10) Where did you come across Eureka Forbes brand name?
(a) T.V.Ads [ ] (b) Sales Person [ ]
(c) News paper [ ] (d) referrals [ ]

11) Are you using Eureka Forbes products?


(a)Yes [ ] (b) No [ ]
If yes, from how long are you using?
(a) 0 to 2 years [ ] (b) 2 to 5 years [ ]
(c) 5 to 10 years [ ] (d) more than 10 years [ ]

12) Which of the following products of Eureka Forbes currently you are using?
a) Water purifier [ ]
b) Vacuum cleaner [ ]
c) Air purifiers [ ]
d) Security solutions [ ]
e) Industrial solutions [ ]
f) Others (please specify) [ ]

13) What is the reason for accepting the Eureka Forbes products?
(a) Goodwill [ ] (b) quality [ ]
(c) Comfort of usage [ ] (d) safety and hygiene [ ]

85
14) Are you satisfied with Eureka Forbes products?
(a)Yes [ ] (b) No [ ]

15) Would you like to buy the products of this brand again?
(a) Yes (b) No

16) What is your opinion about the price of the Eureka Forbes products?
(a) Low [ ]
(b) Cheaper [ ]
(c) Costly [ ]
17) Do you willing to get credit facility from Eureka Forbes Company to buy the
products?
(a) Yes [ ]
(b) No [ ]

18) What is your opinion about packaging of Eureka Forbes products?


(a)Very good [ ]
(b) Good [ ]
(c) Satisfactory [ ]
(d) Poor [ ]

19) Are you satisfied with warranty given by Eureka Forbes?


(a) Yes [ ] (b) No [ ]

20) Are you satisfied with the delivery aspects of Eureka Forbes product?
(a) Excellent [ ]
(b) Very Good [ ]
(c) Good [ ]
(d) Average [ ]

21) Are you satisfied with service provided by Eureka Forbes?


(a) Excellent [ ]
(b) Very Good [ ]
(c) Good [ ]

86
(d) Average [ ]

22) Are you satisfy with after sales service provided by Eureka Forbes?
(a) Excellent [ ]
(b) Very Good [ ]
(c) Good [ ]
(d) Average [ ]

23) Do you want to give any suggestions to improve the quality of eureka Forbes
products?

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Signature

Thank you for spending your valuable time for providing data.

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