Index 1. Acknowledgement 2. Introduction 3. Company overview 4. Research methodology 5. Field Work 6. Observations 7. Findings 8. Limitations of research 9. Recommendations 10.



It is the first time when such a consumer research survey is conducted in Eureka Forbes Pvt. Ltd. As consumer behaviour is changing day by day at a very great pace so it become essential part for any organization to understand in the best possible manner the direction and pace of changes in consumer tastes and preferences and simultaneously understanding and identifying the factors which are result cause of these changes. As it is a period of consumer oriented market where all the organizations are working in the best possible ways to satisfy (delight) the consumers along with satisfying their profit motive. As we all are aware that now the market of water purifier is entering into a phase of monopoly market (single seller & many buyers) to oligopoly market (few sellers & many buyers) and this situation is going to end in perfect competition market (many sellers & many buyers) in upcoming future (approx. 5 to 10 yrs). It is a simultaneous process of change in market structure along with the Product Life Cycle (Introduction→ Growth→ Maturity→ Decline) This report is prepared to identify, classify and scrutinize those factors which leads to change in consumer tastes and preferences related with consumer buying process in order of their extent of effect on stimulus of buying in mind of consumers. Today such an understanding of consumer mind set has became a necessity for any organization who is starving for growth and to

grab the position of market leader and not just attaining this position but also wants to retain that position in future and surviving with the external environmental changes. Consumer behaviour is a very complex process and exact identification of consumer behaviour at the point of purchase is very difficult but it is possible to understand the things in consumer mind at the time of buying. As according to the American Marketing Association consumer behaviour is defined as “the dynamic interaction of affect and cognition, behaviour, and environmental events by which human beings conduct the exchange aspects of their lives.” More generally consumer behaviour is psychology behind marketing and the behaviour of consumers in the marketing environment. Two major psychological disciplines come into play when observing and trying to explain consumer behaviour. The first is cognitive psychology: Cognitive psychology is the study of all knowledge related (mental) behaviour. The attention, perception memory/ comprehension and decision making are the various aspects of cognitive psychology that play an important role in consumer behaviour. The second psychological discipline that has theories to explain certain phenomenon of consumer behaviour is social psychology. Social psychology is the “study of the manner in which the personality, attitude, motivation, and behaviour of the individual influence and are influences by social group.” This report up to certain extent explains that consumer psychology and marketing understandings which together constitutes the consumer behaviour.


Consumer behaviour is the study of how people buy, what they buy, when they buy and why they buy. It blends elements from psychology, sociology, sociopsychology, anthropology, and economics. It attempts to understand the buyer decision making process, both individually and in groups. It studies characteristics of individual consumers such as demographics, psychographics and behavioural variables in an attempt to understand people’s wants; it also tries to assess influence on the consumer from groups such as family, friends, reference groups and society in general. Belch and Belch define consumer behaviour as ‘the process and activities people engage in when searching for, selecting, purchasing, using, evaluating, and disposing of the products and services so as to satisfy their needs and desires.’ We have done this project to identify the percentage influence of major factors which influence consumer decision making. Although there are a lot of factors which influence the consumer decision making process but we have taken into count only those factors which play the most crucial role during this process. Although other factors also influence the consumer decision making process up to certain extent but the part played by them is very small compared to the factors taken into count during this study. This study provide the base to a marketing manager during his decision making & help him on

During this study we have taken both our product users & non users to identify & quantify the role played by these factors. The major factors discussed in this study for using a water purifier are: NEED FEAR OF SICKNESS SOCIETY TREND/FASHION & ADVERTISEMENT INFLUENCE The factors used for describing purchase of a specific brand of water purifier out of several available brands in the market are: PRICE BRAND IMAGE SERVICE & RELIABILITY OF PRODUCT As we all know that these entire factors play their role during the process of consumer decision making so we used the ranking scale to identify the rank given by the consumer to each of these factors in accordance to their importance in eyes of a consumer & up to what . This study basically focus on those factor which influence a person to use a water purifier & out of several brands of water purifier available in the market how a consumer makes his decision to buy a particular brand of water purifier.focusing his resources in such a manner that the maximum output can be achieved even by giving minimum input.

Allocating: . This report satisfies the motives. Communicating: . Servicing: .Trying to find new customers 2. The personal selling may focus initially on developing a relationship with the potential buyer. Personal selling can be defined as.extent a consumer can ignore or may possibly completely diminish one or more of these factors & if he eliminates one or more of these basic factors what may could be the possible reason for elimination or ignorance of one or more of these factors. ‘personal selling is oral communication with potential buyer of a product with the intention of making a sale. During this study we also tried to find out those factors which make a consumer influenced by a particular brand of water purifier & up to what possible extent he can ignore certain factors & in what manner. extent. answering questions and trying to close the sale. Prospecting: . 4.Contact with the customers.’ During the process of direct selling the sales force basically does the six main roles as described by Philip Kotler and these roles are: 1.Providing support and service to the customers in the period up to delivery and also post sale 5. Information gathering: . directions and future prospective of personal selling.In time of product shortage the sales force may have the power to decide how available stocks are allocated. but will always ultimately end with an attempt to close the sale. .With existing and potential customers about the product range 3. Selling: .Obtaining information about the market to feed back into the marketing planning process 6.

when we needed to sell.This study aims at helping the sales force to bent all above said six factors in his favour which somehow influenced by the factors taken in account during this study.” And this study satisfies and meets the basic requirement of fundamentals of marketing. If we know our consumer well then we can market our product at a tremendous pace and far ahead of the possible competitors . and to whom we needed to sell. And if a sales person knows about the pattern of consumer behaviour means what are the most possible crucial factors for a consumer to purchase a particular product then he or she can better enhance the stimulus generated in the mind of consumer to satisfy his wants and desires because he or she is aware about this particular aspect of triggering of a stimulus by the particular factor which play the most important role in the mind of consumer to make a purchase.” This old phrase today is more generally known as the 4P’s of marketing. where we needed to sell. There is an old phrase since the time of starting of marketing era after the Second World War that “we can sell anything if we know what we needed to sell.

Company overview The company was started in year 1982 by TATA group with a vision of providing clean and healthy water to every Indian citizen. . It is taking over by Shapoorji Pallonji group in 2001.






50 million Indian homes.6. Pioneers & leaders in water purification systems. -A security systems division.enduring relationships as ''Friends for Life. Pioneers in direct selling .000 kitchen visits daily. 8 billion multi-product. 24 hour helpline for customers – Euro helpline.4000 company trained technicians make 15.Asia's largest direct sales organisation . Euro value.500 customers daily. -A 58 distributor strong institutional sales network.part of the Shapoorji Pallonji Group. A customer finance scheme. adding 1. Multi-channel Corporation .'' • • • • • Expanded channels that reach out to customers to include -A 3.THE COMPANY: • It is Rs. for customers to easily obtain the means to live healthier lives. Customer family now numbers over 6 million .000 strong direct sales force touches 1. customer care representatives & mobile service vans. supported by call centres. vacuum cleaners & air purifiers. • • .000 employees. • A strong service network backs up sales efforts . Operating in over 100 cities with over 6.800 strong dealer sales network.

Ranked among India's Most Admired Consumer Durable Companies & Best Employers (3 times in a row).India's Largest Selling Vacuum cleaners with over 2. etc. Already expanded into 450 smaller towns through franchised direct operations.available 24 hrs * 365 days. • • • A specialized service by Eureka Forbes to provide all the information about Eureka Forbes products and services at one single number . contact persons. Winner of 'MAKE' Awards and a case study at the prestigious Harvard Business School. .5 million satisfied customers. timings. • Solutions to simple problems on the spot • A single point solution to customer queries or calls • Information on status of complaints and requirements Currently the services are available in Mumbai. Chennai and Bangalore. Delhi. Very soon the services should be made available across all the major cities in India.• Euro clean Vacuum Cleaners . Kolkata. Ahmedabad. The Euro Help Line provides the following: • Gives complete information about products and services • Locations of Customer Response Centre or Sales offices.

Research methodology The type of research we used is descriptive research. This type of research is used for frequencies. In business research we quite often use the term ex-post facto research for descriptive research studies. This research is also known as statistical research as it describes data and characteristics about the population being studied. where. averages and other statistical calculations. accurate and systematic. when and how. The major purpose of descriptive research is description of the state of affairs as it exists at present. the research can’t describe what caused a situation. RESEARCH DESIGN USED The research design we used for this study is a questionnaire survey method which is based upon Forced ranking scale. Descriptive research answers the question like who. Although the data description is factual. A descriptive research includes surveys and fact finding enquiries of different kinds. what. . he can only report what has happened or what is happening. The main characteristic of this method is that the researcher has no control over the variables. This approach of ranking is used because every factor described in questionnaire has certain impact on consumer buying process and as we can not neglect any factor but can identify the extent of their impact or effect on the process. And this type of research is based on a conducted survey investigation.

Limitations: . 2. The information collected by this method is more reliable as the enumerator can explain in detail the objective and the aim of the enquiry to the respondent and win their cooperation.The questionnaire is filled by the enumerators (us). . This technique can be used with advantages even if the respondents are illiterate. Since the enumerator personally call on the respondent there is very little non response. 4. asked them the questions given there in. This method generally used by business houses. The enumerator can effectively check the accuracy of information supplied through some intelligent cross questioning by asking supplementary questions. The role of enumerator here in this case (study) is played by us. large public enterprises and research institutions. This method has following advantage: is more time consuming method than the mailed questionnaire method and this method is more expensive and can be used financially strong bodies or institutions only. under this method instead of sending the questionnaire by post the investigators appoints agents known as enumerators who go to the respondents personally with the questionnaire. 3. and records their replies.

.........................Sr............................. Qn1: Are you satisfied with the quality of water supplied in your house? (a) Yes (b) No ( ( ) ) Qn2: Are you using a water purifier? (a) Yes (b) No ( ( ) ) Qn3: Are you planning to install a water purifier in upcoming one year? (a) Yes (b) No ( ( ) ) ................................................................ ...............: ……………................. ......... Contact no: ……………………… Address: ........... Instructions: Please check ( ) in appropriate boxes........... Date: ……………… Name: …………………………………….. No.................................................................................

3. Qn4: What is the motivating factor according to you behind buying a water purifier? FACTORS (a) Need (impure water supply) (b) Fear of sickness (c) Society trend (d) Advertisement influence RANK ( ( ( ( ) ) ) ) Qn5: what are the most crucial factors according to you behind buying a particular brand of water purifier? FACTORS (a) Price (b) Brand image (c) Service (d) Reliability of product RANK ( ( ( ( ) ) ) ) . 2.Instructions: Give the rank (as 1. and 4) to factors listed below in order to their priority.

and both time and money are seriously limited. Selecting sample units from the population solely on the basis of personal convenience to the researcher is widely found in man on the street interviews conducted by television news people. In these cases. Often pre-tests of questionnaire use convenience sampling. When approximation will suffice. the researcher wants only a trial run of questionnaire itself. family members and people with in our social class. convenience samples are widely used. If it is convenient to do the sampling during lunch hour the researcher may well draw the sample from a cafeteria. we are often surprised when we . Since our private continence usually includes only our close friends. Convenience sampling is a wide spread practice. Convenient sampling is so named because it is convenient for the researcher to select first few sample items quickly rather than to go through the laborious process of obtaining a probability sample.“Thank you so much for giving us your valuable time” SAMPLING SCHEME The sampling methodology we used for this study is convenience sampling because Jaipur is a very large city and it is almost impossible to judge and evaluate the whole population to identify and quantify the consumer behaviour process so we used this sampling methodology. one in which all of us participants in one form or another.

Although convenience sampling is not very scientific. and any other guess where a representative sample is not considered necessary. Its speed and ease ensures its long term existence. The important thing to recognize is that projection for the entire population should not be based on a convenience sample. it is not likely to disappear as a sampling technique. So we used this methodology to overcome all the above said problems and definitely during the course of time we had overcome . During this whole analysis period we have identified a few societies through out Jaipur city to fill up our questionnaire forms and in contrast of filling our forms we provided a free service camp for all those users who uses any kind of products of Eureka Forbes (Water Purifiers. Vacuum Cleaners and Surveillance system) in the flats of the particular society in concern. descriptive research. so that it became easy for us to fill our questionnaires as normally there is a restriction about entry of unknown people in the society (apartments). Yet it may be a perfectly valid technique an exploratory.find that a political candidate whose views are directly opposite to ours and those of nearly our friends elected by a large majority. questionnaire pre-testing. We used this methodology of sampling because we are under a time constraint and we are also followed by limitation of resources. Beside this we also organized free water testing and awareness campaigns (water quality) in societies.

archaeology. and social structures constitutes field work. linguistics. field work refers to faceto-face or telephone interviewing. folklore. ethnomusicology. geophysics. and sociology. The interviewing or observation of people to learn their languages. geography. although it is also used in other subjects. environmental science. can be contrasted with laboratory or experimental research which is conducted in a quasicontrolled environment. paleontology. It is more technically known to scientific methodologists as field research.all these problems and filled the questionnaires to identify and quantify the customer’s tastes and preferences (factorial analysis). In survey research. The term is mainly used in the natural and social sciences studies. We had organized special society campaigns on each Sunday because the maximum number of existing customers or potential customers is available at their residence on Sundays. which is conducted in situ. protocols must be devised to reduce the risk of observer bias and the acquisition of too theoretical or idealized explanations of the actual workings of a culture. Field Work Field work is a general descriptive term for the collection of raw data. ecology. For this first we . Especially when humans themselves are the subject of study. such as in biology. anthropology. such as in auditing. geology. Field work.

During the organization of such a specific and special activity in a campus of a society we are provided with a great help and support by the euro champs (service and sales). In this program we can provide free labour service camp to all our existing customers who are using eureka Forbes products. We can also aware all the members of your society about the impure water. ions. Then we took appointment and fixed meeting with the president or secretary of particular society. By influencing and impressing those key people of society we attained the permission to organize such an activity in the premises of their society. After then we gave them our proposal that our company is organizing a special society welfare programme in Jaipur city in which we choose only reputed societies. These CSI forms are provided by the company to identify the level of satisfaction in the consumers who are using Eureka Forbes products at present. We can also put one canopy in your society. We arranged six societies of having around 200 flats in total on each Sunday for such a company activity and during the process of this activity in the society we filled our questionnaire regarding consumer behaviour.searched lots of societies in Jaipur city. These persons are arranged by . What are the harms of the impure water? Which type of water is good for your family? What is the role of water in your life? We can also provide you free water testing in which we can check the TDS (total dissolve solutes) level of water and the quality (the minerals. and other chemical impurities) of water supplied in your society. if someone interested to purchase new product there is one sales person to give demonstration on that canopy. We also filled the forms of customer satisfaction index (CSI form) along with our questionnaire.

During the process of this activity we also arranged the contact numbers (mobile phone or landline) so that they can be contacted by the company itself without their complaints. During the process of this activity we had also made the consumer to be a part of a special scheme of Eureka Forbes called as AMC (annual management contract) in which the company provided free service and parts which are needed to be changed after a certain pre-decided time period (life). Because there are various schemes provided by the company for exchanging the existing product for the new technological product of eureka Forbes with the payment of a small amount which is deducted from the cost of new product in exchange of the product. membrane filters and candles etc. A team of one euro champ from service and sales is made and then the activity of service and consumer awareness about new products is completed. for the . which are used in a water purifier to purify the water. In this scheme of AMC a consumer pays in advance for all kind of services and parts required during the time period of twelve months. These parts are chemical filters.the company management and are employees of Eureka Forbes working in their separate divisions of services and sales departments. carbon filters. the old customers are using right now.

167 . This selection of every 6th flat is done on a convenient basis without any individual biasness of the researchers. The probability of every flat to be included in the study is: Probability = total no. Observations During the process of our marketing research we find the following observations listed down below: Total no. of events So. of flats visited = 600 Desired confidence level = 95% The permissible error (E) = 5% Mean of sample size = 600/100 = 6 Means. of societies visited = 15 Total no. every 6th flat in these societies have been taken as a part of this research procedure. of favourable event/total no. of questionnaires filled = 100 Total no.purpose of providing them satisfactory services and to achieve the company’s target of customer satisfaction and delight. probability = 100/600 = .

The standard error value and the acceptable limit graph are shown on next page with a permissible standard error of 5% value in total.96 at 95% of confidence level. n = z2p(1-p)/e2 .This probability falls in between the permissible limit of standard error which is 1. This scale of selection methodology is also acceptable and does not fall in the rejection region in both negative as well as positive side of the two tailed test. This graph shows that the permissible standard error limit allow us and shows that the sampling scale is right and the value falls in acceptable region of the sampling data.

n = sample size e = sampling error p = estimated true proportion of success z = constant The value of p = 0. Null hypothesis is. . we are having the sample size of 100 out of a population of 600 so we can state the null hypothesis as the value of level of significance and the test statistics are right. (n) = 100 Now. H0: μ = 100 Alternative hypothesis is.463 This means.05 z = 1.833 e = 0.Where.167 (1-p) = 0. n = 100.96 So. So. And the alternative hypothesis can be stated as that the above statement is not correct.

(1 – α)= pr (accepting H0/H0 is true) This probability (1-α) corresponds to the concept of 100(1-α) % confidence interval.μ 1 : μ ≠ 100 Now. Type II error: β =Pr (type II error) = Pr (accepting H0/H0 is false) . calculating the type I and type II errors Decision Accept H0 Reject H0 H0 : true Correct decision Type I error H0 : false Type II error Correct decision Two kinds of error in hypothesis testing Type I error: α = Pr (type I error) = Pr (rejecting H0/H0 is true) Must be compliment of.

00 (1-β) Confidence level 1. one should decide how much to increase the sample size in . However. If n is increased. The following table gives the probability associated with each of the four cells shown in the previous table: The decision is True The null hypothesis is False (1-α) β Accept H0 Confidence level α Reject H0 Sum 1. (1-β) = Pr (rejecting H0/H0 is false) This probability of (1-β) is known as the power of statistical test. Since. nor are they independent of sample size n.And. it is possible for both α & β to decrease. when n is fixed if α is lowered then β normally rises and vice a versa. α & β are not independent of each other.00 Note that the probability of each decision outcome is a conditional probability and the elements in the same column sum to 1. increasing the sample size involves money and time.00. therefore. since events with which they are associated are compliment.

Are people satisfied with the quality of water supplied by government in their home? Yes 0 No 100 . an attempt of decrease one type of error is accompanied in general by an increase in other type of error. But by doing so we increase the chance of accepting a false hypothesis. DATA ANALYSIS: 1. this is not a simple matter since for a given sample size.e. by lowering the level of significance. i. The probability of making type I error is fixed in advance by the choice of level of significance employed in the test. of making a type II error. In order for any test of hypothesis or rules of decision to be good they must be designed to minimize errors of decision. It is impossible both errors simultaneously in the long run errors of type I are perhaps more likely to prove serious in research programs in business decisions then are errors of type I. We can make the type I error as small as we please..order to reduce the size of α & β. However.

2. What is the motivating factor according to consumers behind buying a water purifier? Factor Need Rank 1 58 Rank 2 39 Rank 3 2 Rank 4 1 Factor Fear of sickness Rank 1 40 Rank 2 52 Rank 3 5 Rank 4 3 Factor Society trend Rank 1 Nil Rank 2 8 Rank 3 30 Rank 4 62 .

Factor Advertisement influence Rank 1 Nil Rank 2 5 Rank 3 62 Rank 4 33 3. What are the most crucial factors according to consumers behind buying a particular brand of water purifier? Factor Price Rank 1 18 Rank 2 8 Rank 3 13 Rank 4 61 Factor Brand image Rank 1 14 Rank 2 13 Rank 3 45 Rank 4 28 Factor Service Rank 1 33 Rank 2 43 Rank 3 20 Rank 4 4 Factor Rank 1 Rank 2 Rank 3 Rank 4 .

Reliability of product 38 34 22 6 Need Rank 4 1% Rank 3 2% Rank 2 39% Rank 1 58% Rank 1 Rank 2 Rank 3 Rank 4 .

Fear of Sickness Rank 4 3% Rank 3 5% Rank 1 40% Rank 1 Rank 2 Rank 3 Rank 4 Rank 2 52% Society Trend Rank 1 0% Rank 2 8% Rank 3 30% Rank 4 62% Rank 1 Rank 2 Rank 3 Rank 4 .

Advetisement Influence Rank 1 0% Rank 2 5% Rank 4 33% Rank 1 Rank 2 Rank 3 Rank 4 Rank 3 62% For 1st Rank: Society Trend 0% Advertisement Influence 0% Fear of Sickness 41% Need 59% Need Fear of Sickness Society Trend Advertisement Influence .

Advertisement Influence 5% Society Trend 8% For Need Rank: 2nd 38% Need Fear of Sickness Society Trend Advertisement Influence Fear of Sickness 49% For 3rd Rank Need 2% Fear of S ic knes s 5% S oc iety Trend 30% Need Fear of S ick ness S ociety Trend A dvertis em ent Influenc e A dvertisem ent Influence 63% .

For 4th Rank Need 1% Advertisement Influence 33% Fear of Sickness 3% Need Fear of Sickness Society Trend Society Trend 63% Advertisement Influence Price Rank 1 18% Rank 2 8% Rank 4 61% Rank 3 13% Rank 1 Rank 2 Rank 3 Rank 4 .

Brand Image Rank 4 28% Rank 1 14% Rank 2 13% Rank 1 Rank 2 Rank 3 Rank 4 Rank 3 45% Service Rank 3 20% Rank 4 4% Rank 1 33% Rank 1 Rank 2 Rank 3 Rank 4 Rank 2 43% .

Reliability of Product Rank 4 6% Rank 3 22% Rank 1 38% Rank 1 Rank 2 Rank 3 Rank 4 Rank 2 34% For 1st Rank Reliability of Product 37% Price 17% Price Brand Image 14% Service 32% Brand Image Service Reliability of Product .

For 2nd Rank Reliability of Product 35% Price 8% Brand Image 13% Price Brand Image Service Reliability of Product Service 44% For 3rd Rank Reliability of Product 22% Price 13% Price Brand Image Service Brand Image 45% Reliability of Product Service 20% .

For 4th Rank Reliability of Product 6% Service 4% Brand Image 28% Price Brand Image Price 62% Service Reliability of Product Findings During the process of our study we find the following things: • 100% of people are dissatisfied with the quality of water supplied in their houses (either by government supply or societal bore well supply) • Only 38% people are using water purifier to improve the quality of their drinking water. .

Only 17% people we found who cares for the amount paid for the products they needed. At this point the company is lagging behind. • We found about 65% people aware about the various problems caused by the drinking of unhealthy water. • Consumers are getting a good product which is really going to satisfy their need (physiological and psychological) then they don’t care about the price. • 32% people consider the factor of service provided by the company after the purchase. . • They have given a very astonishing diminishing factor to the societal trend and advertisement influence although at later stages of buying process of these factors.• 37% people buy the water purifier keeping in mind the reliability of the product and in this sector the company is proving himself. • we found a surprising fact that at 1st step of consumers buying process 59% people are using water purifier because of need factor and rest 41% peoples use this product due to fear of sickness. • The concept of brand image is yet to be developed in this product category in India and only 14% people we found to buy the products of Eureka Forbes due to brand image.

• And on the price and brand image factor the law of diminishing factor apply. • Either the TDS (Total Dissolved Solutes) or other chemical or biological impurities are more then the permissible limits. . • The method of direct sales is getting less popular as there are restrictions implied on the entry of sales men (euro champs in this study) in the societies or apartments and they get entry only by the use of references. • This creates a hurdle in the way of service which is provided by the company to the consumers as the addresses of those consumers are not present in the company’s database. • The quality of water tested during this study in many areas of Jaipur is found not good for drinking in compliance with the norms set by the government bodies for drinking water quality. These factors are eclipsed by two major factors (reliability of product and service). • Today the marketing era is going to enter into a new future which is yet to be named after 2 phases of customer satisfaction and customer delight respectively but eureka Forbes is still struggling at the 1st phase of customer satisfaction. • Many consumers complained that they had not received the bills of their purchased products even after 1 or 2 years of purchasing.

• We also found that there is lack of coordination between sales and service teams during the organization of such specific activity or campaigns. Limitations of research There are some limitations of this research which are enlisted below: • This study is conducted only in Jaipur city and up to certain extent there may be difference between the factorial preferences given by consumers in other parts of India. .• We also found that there is a problem at some level of sales team in targeting and triggering the stimulus generated in the mind of consumer for purchase.

• The time devoted to complete this study is very small compare to the type of research methodology used in this research (descriptive research). • There are a few societies where we are not allowed to conduct such a research activity so there is a small difference between the actual population and the population taken into count in this study. • Due to lack of time the sampling methodology used is convenient sampling which is less preferred over the random sampling method. Recommendations • To make people more aware by special campaigns about the problems caused by impure drinking water as this make them feared and as we all know that this fear comes from the .

• Arrangement for special reference checks for the data (sales) provided by the euro champs of sales division so that the false entries in data base can be stopped. This process may be able to help company in prospecting. Bibliography 1. Websites: . • Customer’s satisfaction index (CSI) survey must be done by an independent outside agency to obtain the accurate data about customer’s thinking and satisfaction level as service or sales teams make biased entries in these forms to justify themselves. • Organization of special training camps for better coordination between service and sales division. • Organization of special canopy campaigns outside shopping malls on Saturday and Sundays as most of the people visit these places on holidays.knowledge. because there is a very small difference between knowledge and fear in some sectors. • Construction of special cross functional teams which can work in both segments (service and sales).

John C. Field Work: . Reference Book: Marketing Research: A prospective analysis – Samuel Miller Research Methodology: www. Ramaswamy & Namakumari Questionnaire Designing Techniques: Javier Research Aptitude: Dr.icmr. www. 2. Francis 3.wikipedia.eurekaforbes. www.

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