“A STUDY ON SALES”

AT

TOYOTA

This project submitted

For the partial fulfillment of the requirements for the award of

Bachelor Degree in Business Administration

SUBMITTED BY

K MANIKANTH REDDY

Roll No.:201218684095

UNDER THE GUIDANCE OF

Mrs. SRIVALLI
LECTURER

DEPARTMENT OF BACHELOR OF BUSINESS

ADMINISTRATION(BBA)
SIVA SIVANI DEGREE COLLEGE, KOMPALLY
(Affiliated to Osmania University)

Kompally (v), Secunderabad –500014.

 DECLARATION

Im K. MANIKANTH REDDY student of Bachelor of Business Administration

(B.B.A) of SIVA SIVANI DEGREE COLLEGE, SECUNDERABAD hereby
declare that, the project titled “A STUDY ON SALES ” at TOYOTA is an
original work done by me under the guidance and supervision of Mrs.
SRIVALLI. LECTURER Department of Business Management,

SIVA SIVANI DEGREE COLLEGE, SECUNDRABAD.

Further, I state that this project work is the result of my own efforts
and has not been submitted earlier to any institution or university for the award
of any degree.

K MANIKANTH REDDY
ROLL NO: 201218684095
 ACKNOWLEDGEMENT

I sincerely express my humble thanks to the management of SIVA SIVANI

DEGREE COLLEGE, SECUNDRABAD for giving me the permission to take up the
project work at TOYOTA.

I would like to thank Mrs. P. MAMATHA, PRINCIPAL, SIVA SIVANI

DEGREE COLLEGE, SECUNDRABAD for the support throughout my project.

I take much pleasure to express my deep sense of gratitude and thankfulness to my

project guides Mrs. SRIVALLI, LECTURER, SIVA SIVANI DEGREE COLLEGE,
SECUNDRABAD for the valuable guidance and constantly co-operation throughout my
project work.

My special acknowledgements to all faculty members of department of management

in SIVA SIVANI DEGREE COLLEGE, for generously sharing their insight experience
with me.

I would like to extent my sincere thanks to K RAMAKRISHNA (SALES

MANAGER), who gave me an opportunity to do this project in their organization.

I express my whole hearted thanks to all my family members and friends for their support and
encouragement.

K MANIKANTH REDDY
Roll No: 201218684095
 ABSTRACT

Toyota Motor Corporation competes in the automotive industry. The past five
years were tumultuous for automobile manufacturers.

0 Skyrocketing fuel prices and growing environmental concerns have shifted

consumers' preferences away from fuel-guzzling pickup trucks to smaller, more
fuel-efficient cars.

Some automakers embraced the change by expanding their small-car portfolios

and diversifying into the production of hybrid electric motor vehicle. For
several decades Toyota was Japan's largest automobile manufacturer. The
company continued to thrive in the American market as well, gaining a
reputation for its low-cost, fuel-efficient, and reliable vehicles such as the
Corolla, which was released in the United States in 1968.
 INDEX
S.NO NAME PAGE NO

1 CHAPTER-1
INTRODUCTION, NEED OF STUDY,
OBJECTIVES , SCOPE, RESEARCH
METHODOLOGY,LIMITATIONS OF STUDY.

2 CHAPTER-2
PROFILE REVIEW OF LITERATURE,
THEORETICAL CONCEPT.

3 CHAPTER-3
PROFILE OF COMPANY AND INDUSTRY.

4 CHAPTER-4
DATA ANALYSIS AND INTERPRETATION.

5 CHAPTER-5
FINDINGS,SUGGESTIONS, CONCLUSIONS,
ANNEXURE, QUESTIONNARE, BIBLOGRAPHY
CHAPTER-1
 INTRODUCTION:

Meaning of sales: A contract which includes exchange of ownership and

ownership of products or property, or the entitlement to a service, in return for
cash or esteem is named as sales. A sale is the apex action associated with
offering items or services as an end-result of cash or other pay. It is a
demonstration of culmination of a business movement.

A sale is finished by the vendor or the proprietor of the products. It begins with
consent (or assention) to a securing or allocation or demand took after by the
passing of title (property or ownership) in the thing and the application and due
settlement of a value, the douche of or any claim upon the thing. The buyer,
however a gathering to the sale does not execute the sale, just the merchant does
that. To be correct the sale completes before the payment and offers rise to the
dedication of payment. If the shipper completes the underlying two above stages
(consent and passing ownership) of the sale going before settlement of the
esteem, the sale is so far authentic and offers climb to a promise to pay.
Scholastically, offering is thought of as a piece of promoting, be that as it may,
the two controls are totally unique. A sale regularly frames a different gathering
in a corporate structure, utilizing separate expert agents known as salespeople.
Offering is considered by many to be a kind of convincing "craftsmanship".

In spite of prevalent thinking, the methodological approach of pitching alludes

to an efficient procedure of dull and quantifiable turning points, by which a
salesperson relates his or her offering of an item or service consequently
empowering the purchaser to accomplish their objective in a financial way.

While the sales procedure alludes to an efficient procedure of dull and

quantifiable points of reference, the meaning of the offering is fairly uncertain
because of the nearby idea of publicizing, advancement, advertising, and direct
promoting. Sales offices frequently shape a different gathering in a corporate
structure, utilizing people who have practical experience in sale particular parts.

Sales includes sales which are the apex demonstration of finished of an

obtaining movement. Offering additionally includes salespeople who are the
essential operators of encouraging sales.

Essential elements in a valid sale:

(1) Competence of both the purchaser and vender to go into a contract

(2) Mutual concession to the terms of trade

(3) A thing equipped for being exchanged

(4) A thought in cash (or its proportional) paid or guaranteed.

At the point when both the merchant and the purchaser play out their separate
obligations by tolerating the over 4 components of a legitimate sale, one can
state that sale is executed

Meaning of service: Client benefit otherwise called Client Service, it is an

arrangement of service to clients some time recently, amid and after a buy.
Client benefit is an association's capacity to supply their clients' needs and
needs. Fantastic client benefit is the capacity of an association to always and
reliably surpass the client's desires. Enhancing client benefit includes making a
promise to realizing what our client's needs and needs are and creating activity
designs that actualize client neighborly procedures amid and after a buy. The
service gave ought to be upto the consumer loyalty's as this would prompt a
superior picture of the organization in the market, consequently upgrading the
sales.
There are five attributes to an service which are examined beneath:

1. Absence of ownership: one can't possess and store an service like you can
an item. Services are utilized or contracted for a particular timeframe.

2. Immaterialness: one can't hold or touch an service not at all like an item.
In saying that in spite of the fact that services are impalpable, the
fulfillment buyers acquire directly affect the sales of the organization.

3. Connection: Services can't be isolated from the individual who is

rendering an service.

4. Perishability: Services goes on for a particular timeframe and can't be put

away like an item for later utilize.

5. Heterogeneity: It is exceptionally hard to influence each service to

encounter indistinguishable.
NEED OF OF STUDY:
The NEED of the study is confronted to the sales and services delivered by
TOYOTA.
The source of information for this study is based on the information provided by
the Regional Managers of TOYOTA for both Sales & service T.G.State).

OBJECTIVES:

 To study the effectiveness of sales and services of TOYOTA.

 To know the reason why people prefer (TOYOTA) brand.
 To comprehensively understand the company’s business, analyse its
performance by systematically studying its market shares.
 To find out the present Performance of TOYOTA in Hyderabad.

SCOPE OF THE STUDY:

The scope of the study is confronted to the sales and services delivered by
TOYOTA
The source of information for this study is based on the information provided by
the Regional Managers of TOYOTA for both Sales& service.
RESEARCH METHODOLOGY:
The information is collected from the employees of TOYOTA and its valuable
customers, questionnaires were used to collect the primary data from the
customers.

Sample Size
The sample size of the study undertaken is 50 customers from the city.
Data Collection
There are different strategies accessible for information accumulation, for the
investigation the technique utilized are Primary information and Secondary
information:
1. Primary information or data : primary information is unique information
assembled from the representatives of TOYOTA and its regarded customers
particularly on the venture.
2. Secondary information or data : secondary information alludes to
information which is as of now accessible i.e. from diaries, news papers and
periodicals.
In this investigation coordinated technique for study was done to gather the
primary information and it is observed to be the best to gather the information.
Statistical Techniques
Bar graphs and Pie diagrams are utilized to investigate the information and to
land at conclusions.
LIMITATIONS OF THE STUDY:
Each exertion and care has been taken to beat the confinements and to make the
investigation valuable.
Following are the confinement recorded underneath:
1.Human conduct is excessively perplexing, making it impossible to decide. So
the data uncovered by them may not be exceptionally exact.
2. The study does exclude a lot of monetary parts of TOYOTA as it would
prompt higher volume of study.
3. The size of test study was 50 customers.
4. It may be conceivable that the appropriate responses given by the respondents
are loaded with biasness.
5. The sales and service organizer of the organization couldn't givequite a bit of
his opportunity and decline to give adequate data.
CHAPTER-2
 REVIEW OF LITERATURE:

REVIEW-1

TITLE: Sales in Toyota by producer.

Published: August 28, 1937

Toyota is (or was at the time) the low cost producer in the industry. Toyota
achieves its cost leadership strategy by adopting lean production, careful choice
and control of suppliers, efficient distribution, and low servicing costs from a
quality product.”(Michael E. Porter) This quote from Michael Porter sums up
how Toyota achieves this low cost strategy. Through research, it is evident that
Toyota is still the low cost leader in the automotive industry.

Hiroshi Nakagawa, Managing Director, Toyota Kirloskar Motor said, “Quality

is our top priority and, at the same time, the Indian customer is very keen on
cost and price. We have taken a lot of initiatives with (component) suppliers for
a technical break through.

Toyota Motor Credit Corporation is Toyota’s principal financial services

subsidiary in the United States. Toyota also provides financial services in 32
other countries and regions through various financial services subsidiaries,
including Toyota Finance Corporation in Japan, Toyota Credit Canada Inc. in
Canada, Toyota Finance Australia Ltd. in Australia, Toyota Kreditbank GmbH
in Germany and Toyota Financial Services (UK) PLC in the United.
REVIEW-2

TITLE: Sales service in Toyota company.

Total Quality Management (TQM) involves developing quality and execution

of product and service of a company. Customer relish is the main purpose which
generates customer attention and satisfies customer expectation. So, it can be
said that concentrating on customer fulfillment, total quality management
manages peoples and business processes. In other words, Total Quality
Management includes performance, appearance, easy accessibility, delivery and
maintenance or after sales service, cost efficiency and value. Total Quality
Management takes consider each and every measures taken at all levels and
involving the entire company workforce.

A multinational automaker headquartered in Toyota, Aichi, Japan. In 2010,

Toyota Motor Corporation employed 317,734 people worldwide. TMC is the
world's largest automobile manufacturer by sales and production.

Total Quality Management in Toyota:

Total quality implies quality of the product or a service produced by a

company.TQM involves the entire organization, from the most junior employee
to the CEO. In particular, TQM provides management with the ability to ensure
quality through more effective improvement channels

for all stakeholders

at all times

for all customers

for all vendors

REVIEW-3

TITLE- ABOUT BOOKS ON TOYOTA

There are 48 English books on Toyota, 12 were published during the 1980s, 17
during the 1990s, 9 from 2001 to 2005, and 10 from 2006 to 2007. Half of these
focused on the Toyota Production System.

The Japanese books on Toyota covered a wider range of topics, including

human resource management and innovation issues, and only 25.4 percent
focused on the Toyota Production System. The rising number of publications in
recent years reflects an increasing interest on Toyota in Japan. From 2001 to
2007, a total of 209 books were published, more than the 173 published from
1980 to 2000.

Numbers in parenthesis reflect the number of books that focus on the Toyota
Production System.

The keyword "Toyota" was used to search for book titles registered in the
Library of Congress (United States), the British Library (U.K.)

The word automobile comes, via the French automobile, from the Ancient
Greek word ατός (ὐautós, "self") and the Latin mobilis ("movable"); meaning a
vehicle that moves itself, rather than being pulled or pushed by a separate
animal or another vehicle. The alternative name car is believed to originate from
the Latin word carrus or carrum ("wheeled vehicle"), or the Middle English
word carre (" cart ") (from Old North French ),or from the Gaulish word karros
(a Gallic Chariot ).
CHAPTER-3
INDUSTRY PROFILE
PREVIEW OF AUTOMOBILE INDUSTRY:

The automobile industry, one of the core sectors, has undergone

metamorphosis with the advent of new business and manufacturing practices in
the light of liberalization and globalization. The sector seems to be optimistic of
posting strong sales in the next couple of years in view of a reasonable surge in
demand.
The Indian automobile market is gearing towards having international standards
to meet the needs of the global automobile giants and become a global hub. 
Players are strategizing to consolidate their position and gradually increase
market penetration with the launch of new models, targeting different segments.
Since the sector is price driven, huge investment is envisaged to remain
competitive through cost advantage, for which indigenization is highly
important. The product becomes dearer if it is manufactured using imported
parts.
IT in the automobile sector plays a crucial role.. Some players are working
towards development of efficient production systems that control the entire
production process with high precision and accuracy. Such systems working on
real time operating systems allow efficient control of different parts of
manufacturing and production. It is essential to leverage skills of different
engineering disciplines to build these kinds of integrated systems.
Analysts foresee high scope in the electronics for auto sector and expect the
retailing of such electronics products to contribute a major chunk of future
revenues.
HISTORY

1960 - 1970 - The two, three wheeler industries established a foothold in the
Indian scenario.
1970 - 1980 - Not much change was witnessed during this period. The major
factors affecting the industry were the implementation of the MRTP Act
(Monopolies and Restrictive Trade Practices Act), FERA (Foreign Exchange
Regulation Act) and the Oil Shock of 1973.
1980 - 1990 - The first phase of liberalization was announced by the Govt. -
With the liberalization of the Government's protectionist policies, the
advantages hitherto enjoyed by the Indian car manufacturers like monopoly,
oligopoly, slowly began to disappear.
1991 - Under the Govt.'s new National Industrial Policy, the license raj was
dispensed with, and the automobile industries were allowed to expand freely.

1993 - With the winds of liberalization sweeping the Indian car market, many
multinationals like Daewoo, Peugeot, general Motors, Mercedes-Benz and Fiat
came into the Indian car market.

1997 - The National Highway Policy was announced which will hopefully have
a positive impact on the automobile industry. The Government also laid down
the emission standards to be met by car manufacturers in India in the coming
millennium. There were two successively stringent emission levels to be met by
April 2000 and April 2005, respectively. These norms were benchmarked on the
basis of those already adopted in Europe, hence the names Euro I (equivalent to
India 2000) and the Indian equivalent of Euro II.

1999 - The Hon’ble Supreme Court passed an order directing all car
manufacturers to comply with Euro I emission norms (India 2000 norms) by the
1st of May, 1999 in National Capital Region(NCR) of Delhi. The deadline was
later extended to 1st June, 1999
2004 - Tata Motors becomes the first Indian auto company to be listed on the
New York Stock Exchange.

8 OUT OF TOP 10 GLOBAL COMPANIES HAVE INDIA PRESENCE

They contribute 60 % of global production 25 % of India Production

Key players in the Indian auto industry - Passenger Cars

and Commercial vehicles

The largest player in the Indian industry. Plans to launch new and excit
products in the Indian markets, including the ‘100,000’ car

Suzuki’s JV in India and the largest passenger

car manufacturer in India

The third largest passenger car manufacturer

in India and one of the largest exporters of
vehicles. Has established India as one of its
manufactur bases in the world.
 One of the leading players in the
Indian premium cars segment.

Plans to enter the small car segment

by re- launching the Matiz

One of the largest players in the UV /MUV`s

The 2nd largest CV manufacturer in India.

KEY PLAYERS IN THE INDIAN AUTO

INDUSTRY - TWO WHEELERS

The largest 2 wheeler manufacturer in the

world and 1st in Ind The 2nd largest 2- wheeler
manufacturer in India and the largest.

3 wheeler manufacturer. Has plans

for establishing a manufacturing
facility in
Indonesia .

The third largest 2 wheeler manufacturer in

India. Has plans for establishing a
manufacturing facility in Indonesia
COMPANY PROFILE
Toyota is a Japanese multinational corporation and the world's second
largest automaker making automobiles, trucks, buses, robots and providing
financial services through its division Toyota Financial Services. Based in
Toyota, Aichi, Japan, the company boasted a total vehicle production of 9.018
million vehicles in 2006. It is the world's eighth largest company by revenue of
$179 billion as of 2006. Toyota is the world's most profitable automaker with
net income of $11 billion on year 2006. The company is part of Toyota Group
and is it’s largest. Toyota encompasses Toyota, Lexus, Scion, and parts of
Daihatsu brands, divisions and companies

The company was founded in 1933 by Kiichiro Toyoda as a spin off

from his father's company Toyota Industries to create automobiles. It created
its first product Type an engine in 1934 and its first passenger car in 1936.

Toyota Motor Co. was established as an independent company in 1937.

Although the founding family name is Toyoda, the company name was
changed in order to signify the separation of the founders' work life from home
life, to simplify the pronunciation, and to give the company a happy beginning.
Toyota

Vision & Philosophy

Since its foundation, Toyota has been using its Guiding Principles to produce
reliable vehicles and sustainable development of society by employing
innovative and high quality products and services.
The Ideal Being Pursued for People, Society and the Global Environment
Currently, Toyota is employing "Open the Frontiers of Tomorrow" as the
slogan for Global Vision 2020. This slogan expresses the commitment of
Toyota and each and every employee to never be satisfied with the status quo,
to create a path to a new world and to work steadily towards the realization of
 society's dreams. This progress is to be achieved "through the energy of people
and technology."

Where Toyota would like to be in 2020

Monozukuri and the Cycle of Nature... Toyota's World View and Our
Mission

extremely important. Also, by seeking harmony between monozukuri and the

cycles of nature, Toyota is helping promote efforts toward finding a harmonious
balance between the cycles of nature and the cycles of industry. We believe that
it is our mission to tackle challenges in new fields in order to achieve this.

Toyota Production System

A production system which is steeped in the philosophy of "the complete

elimination of all waste" im buing all aspects of production in pursuit of the
most efficient methods.

Toyota Motor Corporation's vehicle production system is a way of "making

things" that is sometimes referred to as a "lean manufacturing system" or a
"Just-in-Time (JIT) system," and has come to be well known and studied
worldwide.
This production control system has been established based on many years of
continuous improvements, with the objective of "making the vehicles ordered
by customers in the quickest and most efficient way, in order to deliver the
vehicles as quickly as possible."
The Toyota Production System (TPS) was established based on two concepts:
The first is called "jidoka" (which can be loosely translated as "automation
with a human touch") which means that when a problem occurs, the
equipment stops immediately, preventing defective products from being
produced; The second is the concept of "Just-in-Time," in which each process
produces only what is needed by the next process in a continuous flow.

Based on the basic philosophies of jidoka and Just-in-Time, the TPS can
efficiently and quickly produce vehicles of sound quality, one at a time, that
fully satisfy customer requirements.

STRENGTHS

1. The Toyota Way: Toyota’s operations follow the principles of continuous

improvement and respect for people.
2. Fuel Cell Patents: Automobile companies are pursuing the vision of zero-emission
vehicles through two main technologies – hydrogen fuel cells and electric vehicles.

3. Solid-State Battery Pack: In addition to fuel cells, Toyota is also actively

researching and developing technology for electric vehicles.
WEEKNESS

1. Recalls: Although Toyota sets the standards for quality control, its design and
production aren’t flawless.
2. Strikes: Adhering to strict quality control standards while maintaining high
productivity and profitability at times puts the management at odds with the labor.

3. Rigid Hierarchy: Toyota follows a rigid hierarchy where the orders flow in one
direction – top to bottom.

Opportunities

1. Flying Car Project: Japanese startup SkyDrive successfully conducted the first

manned test flight of its flying car.
2. Smart Cars: Toyota is working on self-driving systems such as the Guardian and the
Chauffeur.

3. Nanomaterials: Toyota AI ventures recently invested in Carbice, an Atlanta-based

nanotech developer.

THREATS

1. Brexit: With just days for the UK to negotiate a trade deal with the EU, a no-deal
Brexit would add 10% to the cost of imported cars.
2. Trailing Tesla: Toyota may be one of the largest car manufacturers in the world.

3. COVID-19 Restrictions: Japan, the USA, and Europe account for 66% of Toyota’s
sales.
CHAPTER-4
 DATA ANALYSIS
1. This Show room has modern looking equipment and fixtures?
TABLE 1

Gender Strongly Somewhat Neutral Some Strongly

disagree disagree what agree agree

MALE 4 8 12 22 12

FEMALE 4 2 14 18 4

TOTAL 8 10 26 40 16

GRAPH 1

45
40
35
30 MALE
25
FEMALE
20
15 TOTAL
10
5
0
EE
EE

AL

EE
EE
AG %

EU %

AG %

AG %

%
R
R

TR

R
AG

IS
IS

ST
SW
N
D
D

SW
ST

Table 1: reveals Customer’s opinion on modern looking equipment and fixtures.

Interpretation
From the above data it was found that, 4 male and 4 female are strongly disagreed with
modern looking neutral in their opinion respondents are some what agree.12 male and 4
female are strongly agree with the modern furniture and equipment., 22male and 18 female
equipment and fixtures,8 male and 2 female are some what disagree, 12 male and 14 female
respondents .
2. The Physical facilities at this Show room are visually appealing?

TABLE 2

Strongly Somewhat somewhat Strongly

Gender disagree disagree Neutral agree agree

MALE 4 10 10 17 8

FEMALE 0 2 14 23 12

TOTAL 4 12 24 40 20

GRAPH 2

45
40
35
30 MALE
25
FEMALE
20
15 TOTAL
10
5
0
EE

EE

AL

EE
EE
AG %

EU %

AG %

AG %

%
R

TR

R
R
AG
IS

IS

ST
SW
N
D

D
ST

SW

Table 2: reveals Customers opinion on visibility of physical facilities.

Interpretation

From the table it is evident that 40of the respondents are of the opinion that they are some
what satisfied with visibility, and 20 of the sample respondents said they strongly agree.
However, 24 of the sample collected are neutral with the appealing of physical facilities. 12
of the sample respondents said they some what disagree and only 4 of the sample respondents
said they strongly disagree with visibility. From the above
 TABLE 3

Strongly Somewhat somewha Strongly

Gender disagree % disagree % Neutral % t agree % agree %

MALE 4 0.04 2 0.02 16 0.16 19 0.19 12 0.12

FEMA
L 0 0 10 0.10 16 0.16 11 0.11 10 0.10

TOTAL 4 12 32 30 22

Table 3: reveals Customer’s opinion on visibility of layout of this Show room

easy to the Customers to move around the Show room.

GRAPH 3

35
30
25
MALE
20
FEMALE
15
TOTAL
10
5
0
EE

EE

AL

EE
EE
AG %

EU %

AG %

AG %

%
R
R

TR

R
R
AG

IS
IS

ST
SW
N
D
D
ST

SW

Interpretation

From the table it is evident that 32 of the respondents are of the opinion that they are
neutral to move around the Show room, and 22 of the sample respondents said they strongly
agree. However, 30 of the sample collected are some what agreed. However only 12 of the
people some what disagree and 4 of the respondents strongly disagree.
TABLE 4

Strongly Somewhat somewhat Strongly

Gender disagree disagree Neutral agree agree

MALE 0 8 9 22 16

FEMALE 2 4 9 16 14

TOTAL 2 12 18 38 30

GRAPH 4

Table 4: reveals Customers opinion on Employees have knowledge to answer Customer’s

question.

Interpretation

From the table it is evident that 38 of the respondent’s opinion that they are some what
satisfied with knowledge of employees, and 30 of the sample respondents said they strongly
agree. However, only 18 of the sample respondents are Neutral with the knowledge of
employees. However12 of the sample respondents said they somewhat disagree and 2 of the
respondents strongly disagree. From the above analysis we can say that majority of the
sample respondents are in agreed with the Employees have knowledge to answer Customers
question.
5. The behavior of employees in this Show room instills confidence in
Customers?

TABLE 5

Strongly Somewhat Somewhat Strongly

Gender disagree disagree Neutral agree agree

MALE 0 4 18 30 6

FEMALE 2 6 14 10 10

TOTAL 2 10 32 40 16

GRAPH 5

45
40
35
30 MALE
25
FEMALE
20
15 TOTAL
10
5
0

Table5: reveals Customer’s opinions on the behavior of employees instill confidence in

Customers.

Interpretation

From the table it is evident that 40 of the respondents are of the opinion that they are
some what satisfied with employee’s behavior, and 32 of the sample respondents said they
strongly agree. However, only 16of the sample collected is strongly agreeing with the
behavior of employees, and 10 of the people are some what agree and 2 of the people are
strongly disagreeing. From the above analysis we can say that majority of the sample
respondents are in agreed with the behavior of the employees in this Show room instill
confidence in Customers.
6. Employees in this Show room give prompt service to Customers?

TABLE 6

Some
Strongly what Somewhat Strogly
Gender disagree disagree Neutral agree agree

Male 0 12 12 20 10

Female 2 4 12 16 12

TOTAL 2 16 24 36 22

GRAPH 6

40
35
30
25 MALE
20 FEMALE
15 TOTAL
10
5
0

Table6: reveals Customer’s opinions on the behavior of employees give prompt

service to Customers.
Interpretation

From the table it is evident that 36 of the respondents are of the opinion that they are
some what satisfied with employees give prompt service, and 22 of the sample respondents
said they strongly agree. However, only 24 of the sample collected are Neutral with the
behavior of employees. And 16 of the people are some what agree and 2 of the people are
strongly disagreed. From the above analysis we can say that majority of the sample
respondents are in agreement with the employees in the Show room give prompt service to
Customers.
7. This Show room gives Customers individual attention?.

TABLE 7

Strongly Somewhat somewhat Strongly

Gender disagree disagree Neutral agree agree

MALE 4 8 20 10 12

FEMALE 2 16 12 12 4

TOTAL 6 24 32 22 16

GRAPH 7

35
30
25
MALE
20
FEMALE
15
TOTAL
10
5
0

Table7: reveals Customer’s opinions on the Show room give Customers individual attention.

Interpretation

From the table it is evident that 32 of the respondents are of the opinion that they are
neutral with Show room gives Customers individual attention, and 22 of the sample
respondents said they somewhat agreed. However, only 16of the sample collected is strongly
agreed and 24 of the people are some what disagree and 2 of the people are strongly
disagreed. From the above analysis we can say that majority of the sample respondents are
said this Show room gives Customer’s individual attention.
8. When a Customer has a problem, this Show room shows a sincere interest in solving it?.

TABLE 8

Strongly Somewhat somewhat Strongly

Gender disagree disagree Neutral agree agree

MALE 8 0 11 22 12

FEMALE 4 6 15 20 2

TOTAL 12 6 26 42 14

GRAPH 8

45
40
35
30 MALE
25
FEMALE
20
15 TOTAL
10
5
0

Table8: reveals Customer’s opinions on the Customer’s problem.

Interpretation

From the table it is evident that 42 of the respondents are of the opinion that they are
somewhat agree with Show room gives sincere interest in Customers problem, and 26 of the
sample respondents said they neutral. However, only 14of the sample collected is strongly
agreed and 6 of the people are some what disagree and 12 of the people are strongly
disagreed. From the above analysis we can say that majority of the sample respondents are
agree with this Show room shows a sincere interest in solving Customers problem.
9. This Show room provides plenty of convenient parking to all their Customers?

TABLE 9

Strongly Somewhat somewhat Strongly

Gender disagree disagree Neutral agree agree

MALE 6 8 12 14 14

FEMALE 10 12 8 10 6

TOTAL 16 20 20 24 20

Table9: reveals Customer’s opinions on the parking convenience of Customer’s.

GRAPH 9

30
25
20 MALE
15 FEMALE
10 TOTAL

5
0

Interpretation

From the table it is evident that 24 of the respondents are of the opinion that they are
somewhat agree with Show room gives Customers parking problem, and 20 of the sample
respondents said they neutral. However, only 20 of the sample collected are strongly agreed
and 20 of the people are some what disagree and 16of the people are strongly disagree. From
the above analysis we can say that majority of the sample respondents are agree that this
Show room has a plenty of space for parking.
10. This Show room has operating hours convenient to all their Customers?

TABLE 10

Strongly Somewhat somewhat Strongly

Gender disagree disagree Neutral agree agree

Male 2 6 12 12 30

Female 2 6 10 10 20

4 12 22 22 50

.GRAPH 10

60
50
40 MALE
30 FEMALE
20 TOTAL

10
0

Table10: reveals Customer’s opinions on the operating hours of this Show room convenient
to all their Customers

Interpretation

From the table it is evident that 50 of the respondents are of the opinion that they are
strongly agree with Show room operating hours, and 22of the sample respondents said they
some what agree. However, only 22of the sample collected is neutral and 12 of the people are
some what disagree and 4 of the people are strongly disagreed. From the above analysis we
can say that majority of the people said that they are strongly agree with the operating hours
of this Show room convenient to all their Customers.
CHAPTER-5
FINDINGS:

 Customer's first decision is TOYOTA which they consider as the best of the products
to be picked among the decisions. In this manner, the execution goes upto 52% which
is more then half than alternate choices specified. Xerox and Dell are the adherents by
28% and 20% separately.

 The organization turns out with different offers and rebates on its whole scope of
products. The organization has its own particular reasons and thought processes to
present offers and rebates on its products. Use of sales promotion maturing stock
liquidation are the two primary reason of the organization to think of offers and
rebates which takes measure up to share of 40% each. Ruin of sales when the
organization faces ti fates period is likewise the motivation to turn out with offer and
markdown. Such offers and rebates are of 20%.

 Service is among one reason, holds up the customers of the organization. HP gives the
best support of its customers. In this way, it takes up 60% of share in correlation with
the other two brands, i.e. Xerox 25% and Samsung 15%.

 The organization needs to confront numerous unexpected conditions for which, price
variety/changes is basic thing to be taken note. 65% of price changes is because of
Dollar thankfulness or censures. Diminishing price is a critical strategy to be seen by
an organization to increment or use its sales

 The organization needs to give its customers top notch benefit keeping in mind the
end goal to hold its generosity and to hold up customers. Far reaching guarantee on
work/parts/nearby is of 60% which the organization gives. Making an interpretation
of standards into practice30% and operational magnificence 10% are in progression

 Each product has its help benefit division HP has its own particular arrangement of
product bolster benefit division. It has portable PCs which is upto 45% of aggregate
share, Printers likewise goes upto 40%,whereas, plotters stamp upto 15% as it were.
On an entire product bolster benefit division finishes the aggregate scope of an
organization.
 SUGGESTIONS

Improving Toyota's sales systems

 Fully using existing plants and facilities.

 Reducing investment needed to produce new models.

 Increasing plant competitiveness.

 Making ever-better cars in the field of production engineering.

 Build trust with customer reviews. ...

 Be at the top of the Google SERP. ...

 Bid on competitor keywords. ...

 Actively manage your negative keyword list. ...

 Adjust your campaign budgets based on car-buying trends

CONCLUSION

 TOYOTA The world's biggest organization which works about in each nation. An
organization with a high development potential in market. Hp is the 6th biggest
programming organization on the planet by taking a close to 3.9% market share lead
in correlation with Dell.

 The study which went for discovering the market shares of HP plotters, imaging
products and a few other registering gadgets for individual and expert utilize. It was
discovered that for the most part association incline toward the Hp plotters and
printers in light of the fact that the service, offices of MFD (Multi working gadget),
control sparing and finest quality. Therefore as a result of its enhanced framework
usefulness and enhanced operational effectiveness HP remains at No.1 position.

 The undertaking study of sales and service of Mass Enterprises demonstrates a

reasonable picture that they are achieving upto expertistation in sales and service of
HP products. The study likewise demonstrates that Mass Enterprises is giving nonstop
working and specialized help to its customers.
BIBLIOGRAPHY:
BOOKS

Marketing Management: Philip Kolter – Hall Inc. Tenth Edition,

September 2001.

Principles of Marketing: Richard j. Semenik and Gary J. Bamoss

South West publishing Company, First Edition, 1993.

Marketing: William G. Zikmund and Micheln D Amico South West publishing Company,
fourth Edition, 1993.
Research Methodology: C.R Kothari Wishwa Prakashan, Second
Edition, 1990.

LINKS:
www.toyota.com.