INTERNSHIP REPORT ON

PRCEPTION OF CLIENTS/CUSTOMERS
TOWARDS CA FIRM
(Sanjeev Arora & Co.)

Internship Project Report

Submitted in the partial fulfilment of the requirements for the degree of

BCom (Hons)
(2020-2023)
GURU NANAK DEV UNIVERSITY
UNIVERSITY SCHOOL OF FINANCIAL STUDIES

SUBMITTED TO: SUBMITTED BY:

Dr. Mandeep Kaur Ritika Thakur
Roll No.-17342034726

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CERTIFICATE

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STUDENT DECLARATION

I, the undersigned, Ritika Thakur student of BCOM (HONS) under the

faculty of University School of Financial Studies, GURU NANAK DEV
UNIVERSITY, AMRITSAR, hereby declare that this project report on
internship undertaken at Sanjeev Arora & Co., is the record of my
original work under the guidance of CA Puneet Khanna.

This report has never been submitted anywhere else for reward of any
degree or diploma.

I further declare that all the information of this document has been
obtained and presented in accordance with academic rules and ethical
conduct.

DATE: SIGN:

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ACKNOWLEDGEMENT

I would like to express my deepest appreciation to all those who

provided me the possibility to complete this report. I have taken efforts
in this project report. However, it would not have been possible
without the kind support and help of many individuals and the
organization.

I have immense pleasure to acknowledge my profound regard and

gratitude to my mentor,
Dr. Mandeep Kaur, Professor, whose contribution in stimulating
suggestions and encouragement helped me to coordinate my project,
especially in writing this report.

Furthermore, I would also like to acknowledge the crucial role of the

staff, who gave the permission to use all required equipment and
necessary materials throughout the period.

I appreciate the guidance given by the supervisor as well as the panels

especially in our project presentation, that has improved our

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presentation skills and I am very thankful to their comments and
advices.

Ritika Thakur

INDEX

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CHAPTER 1

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 INTRODUCTION TO
PROBLEM

1. INTRODUCTION TO PROBLEM

1.1 INTRODUCTION
This report is based on the problem "Perception of clients/customers
toward Sanjeev Arora & Co.
A survey has been conducted by using questionnaire method to know
the view point and satisfaction level of clients/customers towards this
firm.

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In this competitive era, it is very essential for firms to understand their
customers and provide services up to mark otherwise they can shift to
competitors. This can result in huge loss for the firms.
How public feels about your business can have a significant impact on
customers' decisions to purchase your product and services.
For this purpose, a study needs to be done to recognize customers
perception towards "Sanjeev Arora & Co." and the factors that affect
the perception and can influence their behavior towards the firm.

1.2 MEANING
Customers perception is the thoughts, opinions, feelings, and beliefs
that they have about the brand. It enhances loyalty and retention as
well as brand reputation and awareness. Customer perception can be
positive or negative. When your company is in a competitive niche, it’s
often not enough to offer high-quality products and services. You also
must consider how customers perceive your business.

Customers perception process occurs when customers interact

with your brand, product or services. This process includes:

 SENSING: It involves physical senses; what they see, touch, taste,

hear, and feel about your product or services.
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 ORGANIZING: After the sensory, they organize the information
based on sensing. To illustrate, a customer considers where to eat
for lunch by comparing menu, distance, interior and the
sustainability practices of different restaurants.

 REACTING: The stage where customer decides to react. This might

mean they make a purchase from your business, from another
business or they don’t buy the product.

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1.3 IMPORTANCE OF CUSTOMER PERCEPTION

How customers perceive your business to a large extent determines

whether they will buy from you, which in turn affects your bottom line.

If you foster a positive perception, consumers are more inclined to

trust your business. But someone who forms a negative perception
isn’t likely to continue purchasing your goods and services—they might
even speak poorly of your business to others.

Being aware of customer perception helps your organization know

what you’re doing right and what needs improvement. You’ll also have
a better understanding of what motivates consumers to engage with
your brand.

1.4 FACTORS AFFECTING CUSTOMER PERCEPTION

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Several factors influence how customers think and feel about your
business.

 CUSTOMER EXPERIENCES: A customer’s personal experience with

your business makes a lasting impression—no other factor will
play as big a role in determining their perception of your brand.
For instance, a first-time customer that enjoyed the product, the
pricing, and your customer service would start forming a good
opinion of your business from that experience alone.

 SOCIAL MEDIA & REVIEWS: Nowadays, more consumers do online

research first before they come to a purchasing decision. They’ll
typically check out:
Social media page

Review sites

Forums

Videos

Your website

 INFLUENCERS: In marketing, influencers are people who have the

power to affect their followers’ purchasing decisions. For example,
someone may decide to buy your product because their favorite
YouTuber or celebrity uses it too. But influencers can also be
regular people that the consumer knows personally and trusts
their word. If a friend shares a bad experience, they had
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with a business, this helps shape the customer’s perception—even if
the customers themselves enjoyed their own experience.

 BRAND VALUES: A 2020 study by 5W Public Relations discovered

that 83 percent of millennials prioritize buying from brands that
share similar values with them. So, if your organization holds fast
to its values and advocacies, you attract like-minded consumers
Suppose your company states that it supports sustainability. If
your products or business practices aren’t sustainable, people
might perceive your brand as hypocritical.

 LOCATION: Customers value convenience and where your

company is located can impact whether certain customers choose
to purchase your products or services. When scouting locations,
try to choose one that is central to your target market and has
easy entrance and exit points and convenient parking.

 USABILITY: Customers generally prefer products that are easy to

use and have clear directions. The ease with which buyers can
interact with your products and use them to solve a problem can
influence their feelings about your brand. Aim to create products
that a wide range of users can operate easily and choose
straightforward, widely accessible language and features.
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 CHAPTER 2

PROFILE OF THE COMPANY

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2. PROFILE OF THE COMPANY

In this section, we will be discussing about the profile of the company

and various departments of the firm. Moreover, it will contain
information regarding various services provided by the firm.

2.1 INTRODUCTION OF THE ORGANISATION'S BUSINESS SECTOR

Chartered accountants provide trustworthy information about financial

records. This might involve them in financial reporting, taxation,
auditing, forensic accounting, corporate finance, business recovery and
insolvency or accounting systems and processes. Generally, they play a
strategic role by providing professional advice, aiming to maximize
profitability on behalf of their client or employer. They work in many
different settings including public practice firms, industry and
commerce, as well as in the not-for-profit and public sectors.

2.2 MISSION STATEMENT

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Sanjeev Arora & Co. Believes in-

SUCCESS: Your Success is our Business.

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CHANGE: Change is the only permanent thing in life. It is therefore,
important for us to always remain abreast with changes in business
environment and law affecting accounting and taxation.

KNOWLEDGE: Knowledge is never complete. It is our belief a human

being remains a student throughout life. We are always strive to
assimilate the wealth of knowledge.

Knowledge is most essential and important in profession. In our

profession, knowledge of legal aspects and its application is vital. It is
therefore, our mission to be a powerhouse in knowledge in the field of
accounting and fiscal laws.

Knowledge is not complete unless it is shared with others. It is

therefore, our endeavor to share whatever knowledge, we have with
all.

Sanjeev Arora & Co. always make efforts to complete the assignment
on time.

2.3 VISION

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To be the most highly respected professional firm in the region where
clients come for the peace of mind that their interests are being cared
for by a team that enjoys working with them and one another.

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2.4 INFORMATION ABOUT THE COMPANY

The firm was established in the year 1992 by the founder partner Late
Mr. Sanjeev Arora and has experience of over 23 years of hardcore
professional practice.

For the 6th semester we were entitled to indulge in internship program

as per the schedule of BCom hons course of GURU NANAK DEV
UNIVERSITY. It was an amazing opportunity to grab for gaining
knowledge and gaining experience.

I chose Sanjeev Arora & Co. for my internship program because I

wanted to have general ideas on audit firms and their activities. I
joined the firm to get exposed to the real world of accounting and to
have firsthand experience on the same. I wanted to know how business
firms do accounting and what role does it plays in the growth and
development of business activity.

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2.5 WHY IT WAS SELECTED?

Chartered Accountancy course is undoubtedly one of the most

prestigious courses a commerce student can opt for. With the care
professional appeal and multifaceted opportunities, it brings, it is
indeed a big value on the table. On the other side any student or
qualified professional very well knows the importance of quality of
article-ship experience of a BCom honors student.

Following are the strength of the Sanjeev Arora & Co. that I observed in
firm during my internship:

 EXPERIENCED MANAGEMENT: Sanjeev Arora &Co. has the well

qualified and experienced management and the trainee students
are also experienced as most of them have completed one or
more-year articles. They know their work and it's all technicalities.
That experienced management is the actual strength of Sanjeev
Arora &Co.

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 QUALITY SERVICES: All the services of the business under roof
from business consultancy to audit and tax affairs all are available
at one place. From all the services provided by Sanjeev Arora &
Co. Customers are much satisfied. And these services are provided
with perfection and excellence.

 ACCOUNTING CONSULTANCY: Sanjeev Arora & Co. Also provides

accounting consultancy and services, which are the need of the
day. Technological improvement is very necessary for every
organization, so this co also provides the computerized accounting
consultancy and assistance to the different organization for
efficient and accurate reporting.

 PERSONAL INTERACTION: The partners have personal interaction

with each member of the firm, which increases the motivation of
the employees. Sanjeev Arora & Co. has the decentralized
management. Every member and internee allow you to directly
interact with the senior managers if members and internee needs
any assistant for them.

 TIME MANAGEMENT: As an intern you'll become a master of time

management. When you are working in a fast-paced professional
environment you need to know every minute counts.
Sanjeev Arora & Co. teaches you how to manage time in every
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 circumstance whether you're attending meetings, finishing tasks
or deadlines or making phone calls.

 RESUME BUILDER: As a student I know the importance of a strong

resume. Without a solid resume it can be tougher to be
considered for a position. Sanjeev Arora & Co. gives you
experience by providing training under them. They also enhance
your work experience and in future employers are likely to hire
someone with internships and work experience rather than
someone with generic resume, lacking experience.

2.6 SERVICES RENDERED

 ACCOUNTANCY: This includes the writing up of accounts and the

preparation of financial statements. It encompasses a wide area
ranging from simple Book keeping to complex financial analysis.

 INCOME TAX(Salaried): Income tax return of salaried employee

can be filed with help of Form 16 & Form 16A. Form 26AS will help
you in getting information about TDS on salary. Experienced CA
firm can help you for better tax planning and reduce the TDS. m

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 AUDITING: Possibly, one of the most important functions of a
Chartered Accountant, it is here that his specialized training, skill
and judgment are most often called into play. The purpose of
auditing is to satisfy the users of financial statements that the
accounts presented to them are drawn up on correct accounting
principles and that they represent a true and fair view of the
situation of the organization.

 TAXATION: With several taxes on the statute book, current and

continuing tax information has become vital to the effective
economics of business management. The assessment of taxes is
very closely linked with financial accounts. The Chartered
Accountant with his experience in accounts is in an advantageous
position for preparing the returns for tax purposes, representing
assesses before the Income-Tax authorities and rendering general
advice on taxes to his clients.

 GST REGISTRATION: GST registration of business is to enable

selling of goods with turnover value beyond a certain limit. Limit
may differ from state to state. It is necessary to get GST Input Tax
Credit. Experienced CA firms can ease out the process within
reasonable fees.

 INVESTIGATION: Chartered Accountants are often called upon to

carry out investigation to ascertain the financial position of
business in connection with matters such as a new issue of share
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 capital, the purchase or sale or financing of a business,
reconstruction and amalgamations. Their services are also sought
for undertaking investigations with a view to achieving greater
efficiency in management or administration, finding out reasons
for increases or decreases in profits etc.

 MANAGEMENT ACCOUNTING: This is another field in which the

Chartered Accountant can render a service which is utilized in a
variety of ways like formulation of policies, day-to-day control,
performance evaluation, etc.

 SHARE VALUATION WORK: The Chartered Accountant undertakes

the valuation of shares of public and private companies when
amalgamation or re-organization takes place for the purpose of
takeover bids and other acquisitions.

 EXECUTOR AND TRUSTEES: When a Chartered Accountant works

as a trustee or an executor he must work in co-operation with
solicitors or lawyers and vice versa. The accountants help the
solicitors or lawyers in.

 TDS RETURN: Income Tax Act requires TDS deduction file the TDS
return on periodic basis by mentioning TAN no.

 ASSURANCE SERVICE: CA provides accounting services that include

the review of financial documents and any transactions such as
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 loans, contracts, and financial websites. These services ease
decision making in any business or organization as the review
certifies the correctness and validity of the reviewed items.

 TALLY ACCOUNTING: Tally is most used accounting software.

Small and medium business can take services from CA firms who
can allocate accountants to handle accounting for your business.

2.7 WORK CULTURE

Sanjeev Arora & Co. Believes that culture is dynamic so it is important

that employees should be capable to adapt the changes in culture.
Employees are given full freedom to take decision which promotes
flexibility helps in retention of business.
It promotes team work. As team work enhances the potential of the
employees and gives effective outcome by using individual skills. It
promotes the team work due to following advantages:
Good teamwork maximizes involvement, utilizing everybody's strength
and areas of expertise, as well as distributing responsibility to all.