OBJECTIVE OF THE STUDY

 To generate leads for the company

 To study about the products and offerings of the company
 To understand the behaviour of investors in marketplace
 To determine who are likely prospects i.e. the people who have a strong potential interest in
the product and ability to pay for it
 To study procedures conducted by the company for retaining the customers.
 To study the current market trends in customer relationship management
 To study the company’s efforts in maintaining & motivating the advisors for the retaining an
existing customers & building new customers
 To study whether investors are aware about PhillipCapital (India) and services offered by it

OBJECTIVES SLB -
 The comprehensive study of SLB.
 Explore the recent developments in SLB in India.
 To analyse the operations of the Stock lending & borrowing.
 To study in detail the role of stock lending & borrowing.
 To study the investment pattern of investors.
 To give a brief idea about the benefits available from Stock lending & borrowing.
 To discuss about the market trends of SLB investment.
 To study SLB mechanism.
 To study Marketing strategies of SLB.
 To give an idea about the regulations of SLB.

SCOPE OF THE STUDY

The study attempts to get acquainted with the offerings of the company and generating
leads for the same. The study also attempts to know what the factors investors consider while
investing in securities and factors they consider while choosing stock broking firm. The study
also attempts to know the behaviour of investors in marketplace. The study also attempts to
know how much aware investors are about PhillipCapital (India) Pvt Ltd.

1
 ACTION PLAN (Detailed description of the Task)
 We had to make calls for the other days also and fix up meetings. I fixed up some
meetings from the leads I received from by making calls to our potential clients; we were
supposed to invite them for a seminar that was arranged by Phillip Capital on Securities
Lending and Borrowing.
 We had to brief them about the topic of the seminar and invite them for the same so that
we could create more investments opportunities from them. If at all they weren’t ready
for the seminar due to other commitments I convinced them for a meeting with our
Relationship Manager so that we could go to their office and brief them about our
products and services.
 We were given detailed explanation about our new product named Portfolio Management
Services (PMS). A fund manager gave us an overview of the product. Then we were also
told about Systematic Equity Plan (SEIP). We were told to pitch clients for these two
products as well apart from our other products.
 At the end of May we were taken to our Lower Parel branch for a company visit. It is the
head office of Phillip Capital, India. We were shown around the office and summarized
about the dealings of the company.
 The objective is to complete all the given work. I had assigned time to the data given by
our senior Relationship Manager and make sure it’s completion before the deadline.
 In the first week of July, my only task was to final the meetings, attend them and start
compiling my sheets of data with the order of its importance with remarks and submit it
the respective manager’s on the last day of internship.

2
BENEFITS OF THE STUDY

To me:

 I will get to know about financial products and service provided by PhillipCapital(India)
 I will be getting exposure to the corporate work culture
 I will get a chance to understand how to build and maintain relationship with prospective
clients
 I will be getting an idea how to negotiations are to be done commercially

To company:

 To generate lead for the company

 The study will help the company to know about the behaviour of the investors in market
 The study will help to know how much investors are aware about PhillipCapital and about its
products, services and strategies.

To Investors:

 The investors will get to know about the products, services & strategies of the PhillipCapital
 Investors will know about the quality services they are getting at affordable brokerage
charges

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 Chapter 3
Primary Data & Analysis/Interpretations

4
 PRIMARY DATA ANALYSIS
Research Design

The study is about to study customer relationship management with retail customers. It
intends to study the pattern of company for maintaining & creating their relationship with retail
clients. It also aims at checking awareness of SLB (Stock lending & borrowing) in potential
clients. The data required for the study would be acquired through questioner & personal
interview and it was collected by means of cold calling (Cold calling is the process of
approaching prospective customers or clients, who were not expecting such an interaction),and
the research period was spread out 4 weeks.

Data collection techniques and tools

For the purpose of data collection researcher took help of both primary data and
secondary data collection method.

Primary data are those, which are collected afresh and for the first time, and thus happen
to be original in character. The method which was adopted in primary data collection was
Questionnaires. This was used to assist a more structured form of information. The information
thus obtained was standard and in a more unbiased form. It assisted to collect data from a large
sample size. The pattern adopted was a general form of questionnaire. Questions are in
dichotomous (yes or no answers), multiple choice and open ended question. Open ended
questions are restricted due to the difficulty faced in analyzing. The questioner was kept short
and to the point. Another method was used by means of Personal Interview, wherein researcher
had face-to-face contact with some persons from the sample. The reason behind choosing this
method was to have detailed information on the subject. The interview conducted was a
unstructured interview.

Secondary data means data that are already available i.e., the data which is already
collected and analyzed by other. To get a better understanding and to have a larger exposure on
the subject this method was used. Methods use was data available on worldwide web, articles in
newspapers, financial industry reports etc. Support was also provided by the project guide by
giving inputs from his years of experience.

Sample Design

Sample design was based on principles of sample survey. Sample was decided on socio
demographic factors such as income and age group. The numbers of respondent were restricted
110.

5
Limitations

 Lack of response from sample: It is also said as access to resource of information. As the
method adopted was cold calling & questionnaire the respondent were not easily available
for discussion & data collection. Selection of the people who are under consideration as
sample for the study may not be the best sample selected.

 Unwilling to reveal financial position: In technical term it can be said as access to

information. Many of are not comfortable to disclose our financial affairs openly. In such a
situation researcher had to convince the respondent a lot more times. Also many a time’s
only general discussion would take place.

 Getting accurate responses from the respondents due to their inherent Problems, personality
traits and mood fluctuations was a very difficult task. Some data of customer is not proper.
Like their contact number& address.

 Time: Due to lack of time availability of respondent and the period which can be used to
collect data was short the research could not be conducted on a large sample size. Sample
size was limited due to the limited period allocated for the survey.

6
Q.1

The above chart shows that the persons who invests mostly comes under the age group
36-50 years (33.3%) & the people from age group 51 years & above are less in number i.e.
18.9%, which shows people from this age group are less active investors.

Q.2

The above chart & graph show people who are graduate (52.7%) & done masters (38.2%)
are more active number of investors than only 10 th (0.9%)& 12th (8.2%) passed people. This
shows people with good education background are more aware & active partners in trading &
investing.

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Q.3

This shows people working in private company’s trade & invests more i.e. 39.3% & also
people having their own business (29%) invest their savings in Shares. But the people who are
retired (17.8%) & government employees (14%) don’t invest much of their savings in
shares/equities.

Q.4

The people having their annual income more than 5 lakhs & 10 lakhs are more active
investors in equities i.e. 40.2% & 34.6%. & obviously due to less income & less saving capacity
people with income less than 1 lakhs (3.7% people) invests less in shares.

& people with income between 1 lakh to 3 lakhs are 7.5% & 3 lakhs to 5 lakhs are 14% are
average investors in equities.

8
Q.5

The number shows that people invest their 5 to 10% of annual income are more i.e.
29.6%. Below that between 10 to 20% of their annual income people invest are 26.9%.

People who invest 1 to 5 % of their annual income in equities are 23.1% & who invest
20% & above of their annual income are less in number i.e. 20.4%.

Q.6

People who expect returns more than 30% from their equity investments are 46.3%, they
are more in number or percentage & below that who expect returns in between 20-30% are
27.8%.

Very few i.e. 4.6% people expect returns 0-10% & remaining 21.3% expects 10-20%
returns on their investments.

Q.7

9
 This chart & graph show while investing in equities people are more oriented towards
their returns from the investments (78.9%). Almost 69.7% people invest to get benefit of income
tax deferral/relief. People who look for the inflation protection are 56% & for future income &
liquidity are 56.9% & 48.6%.

People who seek liquidity & minimum investment amount are 48.6% & 42.2%. &
investors who also seek safety of principal & locking period are less in number, these are only
39.4% & 28.4%.

Q.8

This chart shows around 75.2% people invest their some amount of income in long term
shares/stocks & remaining 24.8% invest in short term shares/stocks.

10
Q.9

Investors who keep their money invested in shares for 5 & 10 years are more i.e. 29.1%
& 3 -5 years are 23.6%. People who invest for the short term period i.e. less than 1 year are
21.7%. other remaining who invest for 2-3 years are 13.6% & for 10 years are more are very less
in number i.e. 11.8%.

Q.10

The above chart shows brokerage companies who handles the investments of people.
Most of the people invest through HDFC securities i.e. 20% & below that 18% invest through
Angel Broking Firm. Very few i.e. 8% invest through Bajaj Capital & other small brokerage
firms. Others remaining invest through Kotak securities (16%), PhillipCapital (15%), Motilal
Oswal (14%), Sharekhan (13%) & remaining 9% through Indiabulls securities.

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Q.11

This shows about 35.3% people pay brokerage charges 1.00 to 1.39 & about 18.6%
people pay brokerage charges of 0.6 to 0.99 & 1.40 to 1.79. People who pay brokerage charges
1.80 to 2.19 are 13.7%, 0.2 to 0.59 are 11.8%. People who pay high brokerage charges i.e. 2.20
to 2.50 are very few i.e. 2%.

Q.12

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13
 The above graphs & charts show that people consider different parameters while
investing through specific brokerage firm & also give preference by ranking them.

Around 48.6% gives most preference to the market reputation of the firm & only 0.9%
doesn’t give much preference to market reputation of the firm before investing.

Around 7.5% people are satisfied with the customized services offered by the firm & also
50.5% people give four score to the customized services offered by the firm.

Brokerage charges & Annual charges are also factors which investors consider before
investing in particular firm. Around 55.1% investors give score 3 to the brokerage charges &
48.6% investors also give score 3 to the annual charges of the brokerage firm.

If consider about the flexibility of the firm around 43.9% investors give score 3 to the
brokerage firm & investors who give score 5 are very less i.e. 6.5%.

People/investors who give most preference i.e. score 5 to the services offered by the firm
are 28% & below that investors who give score 4 are more in numbers i.e. almost 38.3%.

Above interpretation shows that people consider various parameters before selecting any
firm to handle their savings & also give preferences to those parameters according to their needs.

Q.13

14
 This graph shows the awareness of people to SLB (Stock Lending & Borrowing)
Scheme. About 67% people aren’t aware of SLB scheme & only 38.5% people are aware of SLB
scheme.

Q.14

The people who are aware of SLB scheme know the benefits of SLB like, 79.1% &
76.7% know tax profile & corporate action benefits. Many of them i.e. 81.4% know that main
benefit of SLB is earning extra rental income on the long term portfolio of equity. & Almost
65.1% & 62.8% people aware about benefits like Long term capital gains remain intact & also
Negligible counterparty risk.

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Q.15

After getting aware about SLB & its benefits almost 70.4% people are ready to deal in or
they would like to lend their long term shares through SLB platform. & only 29.65% are not
ready because they don’t invest in long term shares, they are traders, & SLB is not meant for the
traders.

16
 Chapter 4
Findings & Conclusion

17
 FINDINGS

 The highest percentage of investors i.e. 39.3% are into private job followed by 29% who
are into business & remaining investors’ occupation is either government service or
retired people.
 The highest percentage of investors’ i.e. 40.2% fall in the income range of Rs 5 Lakhs-
10 Lacs, and 34.6% of the investors fall in income range of Rs 10Lakhs & above, and
14% are those who fall in the range of Rs 3 Lakhs -5Lakhs, & remaining falls under
annual income below 3 Lakhs.
 The percentage of investors who invest between 5- 10% of their annual income is highest
i.e. 29.6%, followed by 26.9% who invest between 10-20% of their annual income, &
those who invests about 1-5% are 23.1% & remaining 20.4% invest around 20% &
above.
 Tax benefits, Liquidity, returns, firms market reputation, future income & inflation
protection are the prime factors investors consider while investing in long/short term
securities in particular broking firm.
 People who expect returns more than 30% from their equity investments are 46.3%, they
are more in number or percentage & below that who expect returns in between 20-30%
are 27.8%.
 Very few i.e. 4.6% people expect returns 0-10% & remaining 21.3% expects 10-20%
returns on their investments.
 75.2% people invest their some amount of income in long term shares/stocks &
remaining 24.8% invest in short term shares/stocks.
 Investors who keep their money invested in shares for 5 & 10 years are more i.e. 29.1%
& 3 -5 years are 23.6%. People who invest for the short term period i.e. less than 1 year
are 21.7%. other remaining who invest for 2-3 years are 13.6% & for 10 years are more
are very less in number i.e. 11.8%.
 Most of the people invest through HDFC securities i.e. 20% & below that 18% invest
through Angel Broking Firm. Very few i.e. 8% invest through Bajaj Capital & other
small brokerage firms. Others remaining invest through Kotak securities (16%),
PhillipCapital (15%), Motilal Oswal (14%), Sharekhan (13%) & remaining 9% through
Indiabulls securities.
 About 35.3% people pay brokerage charges 1.00 to 1.39 & about 18.6% people pay
brokerage charges of 0.6 to 0.99 & 1.40 to 1.79. People who pay brokerage charges 1.80
to 2.19 are 13.7%, 0.2 to 0.59 are 11.8%. People who pay high brokerage charges i.e.
2.20 to 2.50 are very few i.e. 2%.
 About 67% people aren’t aware of SLB scheme & only 38.5% people are aware of SLB
scheme.

18
 The people who are aware of SLB scheme know the benefits of SLB like, 79.1% &
76.7% know tax profile & corporate action benefits. Many of them i.e. 81.4% know that
main benefit of SLB is earning extra rental income on the long term portfolio of equity.
& almost 65.1% & 62.8% people aware about benefits like Long term capital gains
remain intact & also Negligible counterparty risk.
 After getting aware about SLB & its benefits almost 70.4% people are ready to deal in or
they would like to lend their long term shares through SLB platform. & only 29.65 are
not ready because they don’t invest in long term shares, they are traders, & SLB is not
meant for the traders.

19
 CONCLUSION

In a service oriented organisation, nothing short of the absolute best is expected from
both-the employer and the end investor that is being served as the trust is built on the feel good
factors.

The Phillip Capital Group not only provides the best service to its investors but also
motivates its employees to maintain the same mantra while dealing with such investors.

The knowledge gained in the short span of time I spent here will help me in serving
people wherever I go.

I learnt about SLB (Stock Lending & Borrowing), technicalities, mechanism, working,
and benefits. Stock Lending & Borrowing is facility about which many people & even many
investors, other broking firms are also unaware of this facility. During this internship program
we called potential & also existing clients & made them aware about SLB. This helped me to
understand relationship management with existing clients & also potential clients.

SLB is such facility which is always beneficial to the long term equity investors to earn
extra rental income on their idle shares in portfolio & also risk free facility, as NSE & BSE are
the counterparties.

There is potential/untapped market available for the SLB. In coming years almost all the
long term investors will go for this SLB facility

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