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A Project Study Report
On
CUSTOMER PROFILING & PURCHASE PARAMETERS
Conducted at
P.L. Hyunda! "apur
For the partial fulfillment of the degree
Master Of Business Administration
(Two Years Full Time Management Course)
Faculty of Management Studies
Maharishi Arvind nstitute of engineering ! Technology"#ai$ur
(Affiliated to %a&asthan Technical 'niversity)
S'BMTT TO * S'BMTT BY *
Mrs. Divya Ahuja Umesh Gour
MAIET,aipur M!A "em#$rd%&'($#&'()*
+TU +oll '.- (&mmt/00
1
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ST'+T,S C-A%ATO+
I Umesh Gour student of M!A "EM $rd %&'($#&'()* here1y de2lare that I have 2ompleted a
proje2t as summer training on the topi2 3CUSTOMER PROFILING & PURCHASE
PARAMETERS4 for the partial fulfillment of the degree of M!A 2ourse.It is my original 5or6
and it has not 1een 2opied from others.
7la2e- Umesh Gour
Date- %"ignature*
2
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PREFACE
Summer training project on the essence of gaining practical knowledge and
experience on the role of trainee. I was able to get familiarized with the field
component that will help me in the future.
As rightly uote !It is good to ha"e enthusiasm but it is essential to ha"e training
#raining can be in all way of life.
$
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AC.+O/-0M+T
I epress my sin2ere than6s to my proje2t guide, Mr. Mu6esh Agar5al, Manager, 7.8. 9yundai
for guiding me right from the in2eption till the su22essful 2ompletion of the proje2t. I sin2erely
a26no5ledge him for etending their valua1le guidan2e, support for literature, 2riti2al revie5s of
proje2t and the report and a1ove all the moral support he had provided to me 5ith all stages of
this proje2t.
The true 2redit of my 2ompleting the 5or6 su22essfully goes to my fa2ulty guide Mrs1 ivya
Ahu&a 5ho 5ith her patien2e and 6no5ledge guided me through the proje2t. "he helped me
to understand tele2om industry, mar6ets, proje2t o1je2tives and ee2ution.
I 5ould also li6e to than6 the supporting Fa2ulty for their help and 2ooperation throughout her
proje2t.
%
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Executive Summary
In today:s 5orld of highly 2ompetitiveness and 2hanging atmosphere, it is
not so easy to 2arve a ni2he for oneself and stand on your o5n feet. As perthe rule of the nature and "urvival of the fittest, this "I7 has taught me many
important things that one needs to in2ul2ate 5ithin himself to fa2e the 2ut#throat
2ompetition. In my opinion the internship program of this 2urri2ulum is very
pra2ti2al and important for learning the ne2essary s6ills for a 1right future of a
student and it 5ill surely 1e helpful in the value addition to the 6no5ledge 1ase.
The study demonstrates ho5 e2hanges are versatile institutions, 5or6ing
a2ross a variety of developing 2ountry 2ontets, addressing a diverse range
of 2hallenges some rooted in a 2ountry;s histori2al lega2y, other arising
5ith the glo1ali
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TABLE OF CONTENTS
S1+O1 C2A3T% 3A0 +O1
4 ndustry 3rofile 456
7 Com$any 3rofile 8578
9 %esearch Methadology 7:
; Analysis and nter$etation 9;5
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INDUSTRY PROFILE
The Indian automotive industry has witnessed an unprecedented oom in recent year owin! theimprovement in "ivin! standards o# the midd"e c"ass$ and a si!ni#icant increase in their disposa"e
incomes% The industry is e&pected to touch the '( mi""ion mar)$ to which the commercia" vehic"e
se!ment wi"" e a ma*or contriutor% Industry e&perts pe! the Indian +utomoi"e Sa"es !rowth at
a compounded annua" !rowth rate ,-+.R/ o# 0%1 2 y end o# 3('(%
India is the second "ar!est two4whee"er mar)et in the wor"d%
Fourth "ar!est commercia" vehic"e mar)et in the wor"d%
E"eventh "ar!est passen!er car mar)et in the wor"d%
Fi#th "ar!est us and truc) mar)et in the wor"d ,y vo"ume/%
Envisa!ed to e the seventh "ar!est automoi"e mar)et y 3('5$ and wor"d6s third "ar!est
y 3(7( ,ehind on"y -hina and the US/%
Domestic Sales
The Society o# Indian +utomoi"es 8anu#acturers6 +ssociation ,SI+8/ estimates the sa"es
#i!ures o# 9%1 mi""ion motorcyc"es$ 3 mi""ion cars ,inc"udin! 8P:s$ SU:s ; 8U:s/ and 0
mi""ion two4whee"er For year 3((
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Total
commercial
ve%icles
20&''4 3'"&430 35'&04' 4!&""2 4#0&4#4 3"4&'22
T%ree (%eelers 2"4&0!" 30!&"2 35# 403# 34&!"' 34#&!'#
Total T(o
)%eelers
5&34&24# &20#&!5 !&052&3#' !&"5!&54" !&24#&2!" !&43!&!0
*+A,D
TTA.
&"'0&53! !&"#!&2# "&42" '0&'0#&03! #&54&435 #&!23&3#
Source/ www%osec%ch
Passen!er :ehic"es '1%052
-ommercia" :ehic"es 7%012
Three >hee"ers 7%52Two >hee"ers 95%?02
Source/ www%osec%ch
*ro(t% and Develo$ment o t%e 1ndustry
Auto sales in 200" and 200#/
)
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Com$any December
200"
December
200#
c%ange
aruti Suui 13$(30 9'$((( 79
6yundai '1$5(3 33$313 ?7a%indra 7
a%indra
9$935 '5$000 '3(
*eneral otors ?$(?'
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in India Operatin!
income4
USA '%?9 i""ion
in 3((1
6industan
otors
.td9
+ -% Cir"a
!roup #"a!ship
and one o# the
o"dest auto
companies in
India%
-apacity @
5?6(((
units pa
:o"umes @
'169
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;aind$
-a"ier$ Pu"sar$
E"iminator
Scooters
4 Spirit$ Sa##ire$
>ave
7 P"ants at
+)urdi$
>a"u*$ -ha)an%
Source/ www%osec%ch
8roile o ey =oreign 8layers/
,ame o t%e
com$any
8arent
Com$any
ut$ut odels odels 8lants
aruti
>dyog .td
Suu)i o#
Gapan ho"ds
a 1?%3 per
cent sta)e in
the company
-apacity 4
1((6((( units
pa
:o"umes 4
?936'33 units
inc"udin!
e&ports in
3((?
Operatin!
iIncome4
USA 3%? i""ion
in 3((1
ho""y
ownedsusidiary o#
yundai
8otor
-ompany$ S%
orea
-apacity 4
'1(6((( unitspa
:o"umes 4
'9'60(1 units
Santro$ +ccent$
Sonata$ Terracan$i4'($ i43($
Irrun!attu)ottai
,Tami" Nadu/
11
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Daimler
C%rysler
1ndia
'(( per cent
susidiary o#
Daim"er
-hrys"er
.roup
-apacity 4
'(6((( units pa
:o"umes 4
'65?( units
E c"ass$ S c"ass$
- c"ass
Pune
,8aharashtra/
=iat otors Susidiary o#
Fiat +uto Sp+
-apacity 4
1(6((( units pa
:o"umes 4
'(6?3< units
Uno$ Siena$
Pa"io$
Pa"io +dventure
8umai
,8aharashtra/
=ord otors
.td
Ford 8otor
-ompany$ the
wor"ds second
"ar!est
automa)er
-apacity 4
'((6((( units
pa
:o"umes 4
?16937 units
I)on$ 8ondeo -hen!aipattu
,Tami" Nadu/
*eneral otors
.td
-o""aoration
etween
.enera" 8otors
-orporation and
-%% Cir"a .roup
o# companies
-apacity @
316(((
units pa
:o"umes @
'960
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-orp
Soda Auto
1ndia
S)oda +uto$
ased in -ech
Repu"ic$ is a
part
o# :o")swa!en
!roup
-apacity @
'(6(((
units pa
:o"umes @
769'3 units
Octavia$ Laura +uran!aad
,8aharashtra/
6ero 6onda Goint venture
etween ero
.roup$ the
wor"ds "ar!est
icyc"e
manu#acturers
and
the onda 8otor
-ompany o#
Gapan
-apacity 4 3%ith the openin! o# this venture$ customers may #ee" ease as
they are havin! options to ta)e the view #rom either o# the show room% It seems 8r% C%D%8ishra
1$
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decided to open this showroom in -has ,Co)aro/ area as there is no any passen!er vehic"e
showroom in this area and it is !oin! to e the #uture usiness area o# the Co)aro%
Shree yundai6 wor)in! phi"osophy is particu"ar"y ased on KPrepare emp"oyees #or the #uture
deve"opments with deve"opments in their persona"ity% +s competition is very much intense
hence the mana!ement is wor)in! hard #or customer re"ationship to achieve #uture usiness
!rowth%
+s it is new"y opened or!aniation hence as every other or!aniation it is a"so #acin! some
mana!ement pro"ems% 8ana!ement is tryin! to overcome a"" these pro"ems and achievin!
systematic wor)in!s here% Each and every department is distin!uished #or the emp"oyees% Every
emp"oyee is havin! its own desi!nation and *o pro#i"e and heMshe has to wor) under that pro#i"e
on"y% For each se!ment o# the vehic"es$ Shree yundai is havin! its separate e&ecutives%
Departments are connected throu!h "oca" area networ)s%
The main aim o# mana!ement here is se"# deve"opment o# emp"oyees% So that$ they can e
empowered #or the ene#it o# the or!aniation and e a"e to ta)e #uture responsii"ities% It starts
with the *oinin! o# the emp"oyee in the or!aniation% Initia""y$ they have to wor) under various
departments ti"" hisMher proation period wou"d e over% They have to start their wor)s #rom the
!round "eve"$ so that they can understand the rea"ity o# the usiness here% Dai"y reportin! at themornin! and the evenin! ma)e them up to date with the o*ectives and their #uture tar!ets% The
senior mana!ement )nows that how they are doin! their wor) and in which way they have to e
directed%
+COUT 8IL
yundai 8otor India Limited ,8IL/ is a who""y owned susidiary o# yundai 8otor
-ompany$ South orea and is the "ar!est passen!er car e&porter and the second "ar!est car
manu#acturer o# India% 8IL present"y mar)ets 1? variants o# passen!er cars across se!ments%
These inc"udes the Santro in the C se!ment$ the i'($ the .et Prime ; the premium hatchac)
i3( in the C se!ment$ the +ccent and the :erna in the - se!ment$ the Sonata Trans#orm in the
E se!ment and the Tucson in the SU: se!ment%
1%
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yundai 8otor India Ltd$ continuin! its tradition o# ein! the #astest !rowin! passen!er car
manu#acturer$ re!istered tota" sa"es o# 110$
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yundai 8otor India remains one o# the #astest !rowin! car manu#acturers in the country% The
company6s overa"" per#ormance in the automoi"e sector was reco!nied y the media as it was
awarded with the presti!ious 8anu#acturer o# the Year6 award y oth UT:i +utocar -ar and
NDT: Pro#it4-ar ; Ci)e in 3((0
8IL has invested to e&pand capacity in "ine with its positionin! as 8-s !"oa" e&port hu
#or compact cars% +part #rom the e&pansion o# production capacity$ 8IL current"y has 31'
stron! dea"er networ) across India$ which wi"" e #urther o"stered in 3((0%
;9 ,ature o ;usiness Carried/
Shree yundai is a dea"er o# cars o# yundai motors% The usiness carried y Shree
yundai is o# dea"ership% It is an a"so an authoried service centre and it tota""y aims in
se""in! cars oth passen!er and SU: vehic"es as per demand o# customers%
C9 :ision& ission and uality 8olicy/
1SS1,/
The mission o# the Shree yundai is committed to deve"op the #irm as a i!
competitor and service provider in the Ghar)hand Passen!er car mar)et%
:1S1,/
The dea"er announced Innovation #or -ustomers as our mid@to "on!@term vision with
#ive core strate!iesQ !"oa" orientation$ respect #or human va"ues$ customer satis#action$
techno"o!y innovation$ and cu"tura" creation% They desire to create an automoi"e cu"ture
o# puttin! customer #irst via deve"opin! human@centered and environment@#riend"y
techno"o!ica" innovation%
1'
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>A.1TB
8.1CB/
Cased on a
respect #or human di!nity$ it ma)e e##orts to meet the e&pectations o# a"" sta)eho"ders
inc"udin! customers and usiness partners y ui"din! a constructive re"ationship
amon!st mana!ement$ "aor$ e&ecutives and emp"oyees% +"so$ they #ocus on
communicatin! their corporate va"ues oth interna""y and e&terna""y$ and !ainin!
con#idence #rom a"" sta)eho"ders%
D9 8roducts 8roile/
DE. :A+1A,T Ex-S%o(room 8rice
?As on '#0220'0@
?1n +u$ees@
SA,T+
,on AC ?S@ 2&524
,on AC ?@ 2&!2"5
*. ?S@ 3&34!'
*. ?@ 3&3"&432
*.S ?S@ 3&22&'"
*.S?@ 3&5"&2"
D-.ite ?S@ 3&3"&2!
D-.ite ?@ 3&4'&!5!
Era '9'. ?S@ 3&!3&5'4
1(
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Embera T ?=abric@ '2"&!"
T>SC, C+Di '&''4
E9 Area o $eration/
The #irm operates re!iona""y in the Ghar)hand circ"e% The showrooms are situated
in the important mar)ets o# Ghar)hand that are Co)aro,ead o##ice/$ Dum)a$
Ram!arh$ Ranchi and Puru"ia ,Cen!a"/% Cut the 8IL under which the dea"ership
situated operates !"oa""y in oth Passen!er cars se!ments and SU:s se!ment%
=9 (ners%i$ 8attern/
The #irm is private "imited #irm and the dea"ership is direct"y under the 8IL%
(ner G r9 ;9D9 is%ra
CE- r9 ,ites% umar is%ra
;ranc% anager and anager SalesG r9 anis% 8rasad
*9 Com$etitors 1normation/
Car segment G aruti Suui
84
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There was a de"ay in settin! up o# a p"ant in India #or manu#acturin! diese" en!ines and
transmission systems #or cars% The en!ines #or its diese" variants were imported #rom other
countries$ and there were "imits on the =uantities it cou"d import% In the mar)et$ 8ULs
mode"s "i)e the Hen$ +"to$ >a!onR$ and Ca"eno were showin! mi&ed resu"ts%
>tility :e%icle segment G a%indra
Marketing Strategy of Mahindra and Mahindra Limited for Scorpio
In Gune 3((7$ Scorpio$ a sports uti"ity vehic"e ,SU:/ #rom 8ahindra and 8ahindra Ltd% ,8;8/$
a "eadin! Indian automoi"e company$ ce"erated the #irst anniversary o# its "aunch%
This one year *ourney had een =uite #ruit#u" #or Scorpio$ which had impressed many industryoservers and customers%
+ year a!o$ within the #irst ei!ht days o# its "aunch$ Scorpio had attracted over '($((( customers
to its dea"er showrooms and over 7$((( customer en=uiries$ resu"tin! in '((( order oo)in!s%
+ccordin! to company sources$ y the time it comp"eted its #irst irthday$ Scorpio had so"d
'1$((( units across India%
8edia reports$ automoi"e enthusiasts and industry ana"ysts had a"" !iven the SU: e&treme"y
positive reports% >ith demand #or the vehic"e !rowin! steadi"y$ 8;8 even had to increase its
production #rom '$
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o It is situated in the main mar)et p"ace o# the Co)aro Stee" -ity%
o The showroom has !ood #aci"ities such as P"ayin! area #or chi"dren who are
comin! with the customers$
o .ood servicin! #aci"ities #or cars with advanced techno"o!ies$
o .ood entertainment #aci"ities avai"a"e #or customers who were wait durin! the
servicin! o# their car$
o The showroom uses new techno"o!y in their mana!ement in#ormation
system,8IS/%
19 Ac%ievement and A(ards/
o +chieved the most car se""er dea"ership in Ghar)hand%
o >in the est car se""er award in Co)aro #rom -has -hamer o# -ommerce%
H9 )or lo( odel/
21
,-S#/0
/405
60A#-0S
,5-
78I9: 6
,0SSI9: 6
rder to
/anufacturer
Supply of cars
from /anufacturer
4eli"ery toShowrooms
;it in & days
405I car
finance or cash.
After all
4ocumentation
the car is finally
deli"ered to
customer
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There are three road processes at a showroom%
Pre4sa"es
Sa"es
Post @sa"es
+"" these are inter4re"ated to each other%
The pre4sa"es process is very important ecause i# a customer has a satis#yin! e&perience durin!
this process$ it !reat"y increases the chances o# him purchasin! the car #rom your showroom% +t
this sta!e$ the customer is indecisive as to which car to uy and #rom where to uy%
T%e $re-sales activities include/
22
;alk in 0nuiry #elephonic 0nuiry
roduct
4emonstration
#est 4ri"e
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-o"d -a""in! and Identi#ication o# Prospects
-reation o# -ustomer -ard
+c=uire now"ed!e aout 8UL s ran!e o# cars$ competitor cars now"ed!e aout other a""ied services "i)e #inance$ insurance$ pre owned cars$ e&tended
warranty etc%
now"ed!e aout accessories$ ran!e o##ered$ prices etc% and aout preventive
maintenance o# the car%
T6E SA.ES ACT1:1T1ES 1,C.>DE/
:isit the prospects
Understandin! needs o# the prospects
.ive a proposition to the customer%
-reate interest and pre#erence #or 8UL
.ive a detai"ed demonstration and test drive
Provide c"ari#ication to =ueries and hand"e o*ections
Fo""ow4up with the customer
Secure order #rom customer
O##er a""ied services "i)e #inance$ insurance$ accessories etc%
+dvice customer on a"" matters re"ated to his car%
In case there are too many Sa"es cases$ a specia" #ocus is re=uired to serve these customers
since u"timate"y$ the customers are a"so the showroom6s customers and there are su!!ested ways
to hand"e them%
9 =uture gro(t% and $ros$ects/
Shree yundai6s #uture !rowth is very ri!ht ecause it is the new"y !rowin! #irm in the
Co)aro mar)et% It is the division o# Ran*u automoi"es ,Pvt%/ Ltd% which is a"ready a we""
2$
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esta"ished Ca*a* showroom in the Co)aro mar)et% The customers o# Co)aro is a"ready
aware aout the Ran*u +utomoi"e ecause this is the very o"d #irm and dea"ership in
Ghar)hand% Due to this customers are committed toward this dea"ership and due to this
customers do not !o #or any other showroom o# yundai%
2%
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29 cinseyIs !S rame(or /
ST+ATE*B
Shree yundai6s mar)etin! strate!y is di##erentiated mar)etin!%
Its primary consumer tar!et is midd"e to upper income pro#essiona"s who need true va"ue
#or their money and com#orta"e ride in city conditions% Its primary usiness tar!et is
midsied to "ar!e sied corporates that want to he"p their mana!ers and emp"oyees y
providin! them a car #or ease o# transport%
Its secondary usiness tar!et is entrepreneurs and sma"" usiness owners who want to
provide discounts to mana!ers uyin! a new car
2&
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ST+>CT>+E
verall Structure o t%e S%ree 6yundai/
S1..
Shree yundai product is Passen!er -ars$ so they shou"d e hand"ed care#u""y% So it re=uired
s)i""ed manpower #or hand"in!$ and s)i"" in the sense testin! o# cars%
Trainin! wi"" e conducted in yundai Gamshedpur ,Ghar)hand/% For new"y recruited emp"oyees
wi"" e !iven asic trainin! pro!ram #or '( wee)s% +nd '( wee)s trainin! wi"" e !iven #or
emp"oyees #or *unior technica" o##icer$ aout machines% Trainin! wi"" e !iven to emp"oyees to
)now aout the tota" #eatures o# cars in Shree yundai%
2'
0mployee 1
0mployee 2
0mployee $
Managing irector
#ranc$ Mana%er and Mana%er 'a(e' &
)ar*etn%+
Corporate&E,c$an%e !
HyundaAd-anta%e Pre
O/ned Car'
Fnance0ept.
G0MSand #ac*
O11ce
Acce''ore' &
Spare'
Ser-ce0ept.
S.0. 1
S.0. 2
S.0. $
S.0. %
S.0. &
S.0. '
Sales
0xecuti"e
s
C$e1 E,ecut-e
O11cer
S.0. (
Tea)Leader!S
a(e'
0mployee 1
0mployee 2
0mployee $
Ser"ice 0mployees +1 to $+
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STB.E
To$ do(n A$$roac%
The mana!ement acts with autonomy and independence in e&cercisin! strate!ic
supervision$ dischar!in! its #iduciary responsii"ities$ and in ensurin! that the company oserves
the hi!hest standards o# ethics$ transparency and disc"osure%
8artici$ating A$$roac%
+t Shree yundai the mana!ement is participatin! in nature% +nyone in the company canput in their view points e#ore the mana!ement #or any improvement in the prospects o# the
company$ manpower$ wor)in! environment$etc%
SBSTE
The mar)etin! department is divided into 1 Teams% For a"" the di##erent mar)etin! teams$ one
Team Leader is assi!ned% The team "eaders ta)e care o# their team6s activities and report to themar)etin! mana!er that is #urther reported to the -EO% The mar)etin! is tota""y tar!et ased and
ased on tar!ets !iven y 8IL$ the tas) is distriuted to di##erent teams%
The customers are hand"ed y the same personne" #rom the e!innin! to the end% Spot incentive
Schemes etc is p"aced in the system to motivate the emp"oyees% The conversion and Tar!et
#u"#i""ment is traced out via the so#tware%
STA==
CATE*+B ,9 = STA== TB8E = )+
Sa"es -onsu"tants '( .enerate sa"es #rom mar)et
Cac) O##ice (3 8aintain the data o# customers
2(
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Finance Dept% (5 8aintain the #inancia" data
Spares +nd +ccessories (? 8aintain the data and Stoc) o#
parts and spares
-orporate and E&chan!e (7 Dea" in a"" the pre4owned carso# yundai
Service Dept% ?( Servicin! o# cars and data
maintenance o# Serviced cars
in service station o# Shree
yundai%
EDP (5 8aintain Showroom data and
customers comp"aints$ etc
DUTIES +ND RESPONSICILITIES OF ST+FF
To report himM her to duty at the p"ace to which heMshe posted%
To under!o the prescried proation under speci#y period and under!o such trainin! and#or a period has may e arran!ed #or himMher and ac=uit himMher se"# credita"y in the
trainin! imported to himMher%
To oey and aide the ru"es$ re!u"ations$ service conditions and standin! orders whichthe may adopt$ prescrie$ #rame are issue #rom time to time to !overn its emp"oyees%
S6A+ED :A.>ES
+evie( o Customer Care Activities9
The review o# customer care activities is done throu!h mornin! meetin!s and wee)"y meetin!s
on customer care% The documents that are necessary durin! the wee)"y review areQ PSR re"ated$
Interna" SSI #orms re"ated$8IL re"ated and other in#ormation re"ated%
2)
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Customers or .ie
+ wee) a#ter the de"ivery$ the concerned sa"es person must #i& an appointment with the customer
and visit him a"on! with the service advisor% e shou"d persona""y hand over the photo!raphs
c"ic)ed a"so the vehic"e6s re!istration certi#icate and try to ecome the customer6s car advisor #or
"i#e and never "ose touch with the customer%
S%o( +oom Ambience
The hours o# operation$ outside and insides o# the showroom a"on! with reception$ car disp"ay
area$ se""in! area$ customer "oun!e and de"ivery area shou"d e ta)en care o#%
Customer eets
Or!aniin! customer meets he"ps in improvin! SSI$ he"ps in introducin! the wor)shop sta## to
the customers and in !ettin! re#erra"s and there are !uide"ines #or the same%
2*
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Analysis o =inancial Summary
$+
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$1
Partcu(ar' 233435
6n (ace'7
233538
6n (ace'7
Sales ? nos@ 2+(+1%( 2'21%++
:rowth in Sales ?nos@ ?@ 2$.% 2'.'
#otal Income &**( (&'$
:rowth in #otal Income ?@ 1&.& 2'.1
rofit before #ax 1+(2 121(
rofit after #ax (2) )1+
Share ,apital $*.*% $*.*%
eser"es and Surplus 1+** 1%&$
#otal 4ebt 1(& 2+2
9et 6ixed Assets &)* (1&
#otal Assets?9et@ 1$1% 1'*&
/arket ,apitalisation *(*( 1+*%$
0conomic
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8articulars Corres$onding nine mont%s
ended
December 3'& 200"
Bear ended
arc% 3'& 200#
?Audited@
,o9 o =our-(%eelers Sold '#"' 2&2'&400
.ross sa"esM Income #romoperations
5$715%3'
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8roit or t%e
$eriod beore tax
#'49'" '&2'!925
Provision #or ta& 4 -urrent 309%'' 701%33
4 De#erred '7%9' ''%15
,et $roit ?"-#@ 0393 "'094!
Paid4up E=uity
Share -apita"
70%0? 70%0?
Face va"ue per e=uityshare ,Rs%/
3%(( 3%((
Reserves e&c"udin!reva"uation reserve
'$?17%??
CasicMdi"uted earnin!sper share
7(%33 ?(%10
+!!re!ate o# non4promoters shareho"din!
,Rs% 3%(( per share/ ,Rs% 3%(( per share/
Numer o# shares
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$%
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LEARNING E;PERIENCE
There was a !reat opportunity #or me to do my research wor) there% I was a part o# many
promotiona" schemes in sa"es% Learnt aout the automoi"e sector$ company6s history$ how they
promote the company$ how to mana!e sa"es dept to !et more sa"es$ etc%
I started my research in the company and as we"" as I was "oo)in! at other wor)s that was
a""otted to me% The est "earnin! e&perience was that I started #rom the very asics o# !ettin! the
overa"" idea%
This he"ped me !et use#u" insi!ht and understandin! o# various automotive products$ the mar)et
detai"s aout them and the ene#its provided y them to the customers% +part #rom the assi!ned
ro"es and responsii"ities$ the Cranch mana!er #aci"itated me with a trainin! which covers the
sa"es and permotiona" schemes o# Shree yundai% and how they are arran!in! sa"es and how they
ma)e strate!ies to increase sa"es$ aout their corporate cu"ture$ or!aniationa" structure%
I had a very p"easant "earnin! their$ I !ot to )now aout corporate and its wor)in! sty"e o#
di##erent departments% The !uide he"ps me to understand the customers in the Co)aro mar)et% In
conc"usion$ I wou"d "i)e to state that y the e&perience o# this trainin!$ the theoretica" )now"ed!ehas no meanin! without the practica" approach% Coth theoretica" and practica" )now"ed!e serves
as the two #aces o# the same coin% This "earnin! e&periences is va"ua"e #or me ecause I !ot a
opportunity to understand the mar)et situations and customer va"ues%
$&
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+esearc% et%adology
A9 Statement o t%e $roblem/
The research is ased on the KStrate!y to Increase the Demand #or yundai
motors Products and Services% >hy their competitor6s sa"es are more than Shree
yundaiW ow to mana!e our company to win #rom these competitors6W
;9 b
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To study aout the e##ectiveness ; e##iciency o# Shree yundai in
re"ation to its competitors
C9 Sco$e o t%e study/
Shree yundai6 wor)in! phi"osophy is particu"ar"y ased on KPrepare emp"oyees #or the
#uture deve"opments with deve"opments in their persona"ity% +s competition is very
much intense hence the mana!ement is wor)in! hard #or customer re"ationship to achieve
#uture usiness !rowth%
+s it is new"y opened or!aniation hence as every other or!aniation it is a"so #acin!
some mana!ement pro"ems% 8ana!ement is tryin! to overcome a"" these pro"ems and
achievin! systematic wor)in!s here% Each and every department is distin!uished #or the
emp"oyees% Every emp"oyee is havin! its own desi!nation and *o pro#i"e and heMshe has
to wor) under that pro#i"e on"y% For each se!ment o# the vehic"es$ Shree yundai is
havin! its separate e&ecutives% Departments are connected throu!h "oca" area networ)s%
The main aim o# mana!ement here is se"# deve"opment o# emp"oyees% So that$ they can e
empowered #or the ene#it o# the or!aniation and e a"e to ta)e #uture responsii"ities%
It starts with the *oinin! o# the emp"oyee in the or!aniation% Initia""y$ they have to wor)under various departments ti"" hisMher proation period wou"d e over% They have to start
their wor)s #rom the !round "eve"$ so that they can understand the rea"ity o# the usiness
here% Dai"y reportin! at the mornin! and the evenin! ma)e them up to date with the
o*ectives and their #uture tar!ets% The senior mana!ement )nows that how they are
doin! their wor) and in which way they have to e directed%
Shree yundai tries to #ind out the answer o# ? critica" =uestions whi"e doin! its usinessB
'% +re we easy #or customers to do usiness withW
3% Do we )eep our promisesW
7% Do we meet the standards$ we setW
$(
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?% +re we responsive to customer needsW
D9 et%odology/
The nature o# the pro*ect wor) has een descriptive as no hypothesis$ is ta)en
to e tested% Thou!h the conc"usions drawn cou"d e ta)en as the hypothesis
and #urther tested y the research wor) underta)en in the re"evant #ie"d% The
reason #or choosin! the descriptive research desi!n is the #act the pro*ect report
has een primari"y ased upon the secondary sources o# data and whose
authenticity cou"d e assured o#%
The re"uctance o# the companys personne" in partin! with much o# in#ormation
"ed the pro*ect report to e ased sustantia""y on the secondary source o# data%
The sources o# data used in data co""ection are the #o""owin!Q
Pr)ary 'ource'
In order to !ather in#ormation aout the various products o# Shree yundai$ I
persona""y visited a numer o# Showrooms and co""ected data pertainin! to the
prices o# the cars o##ered% The mar)et visi ts were use#u" in )nowin! the
comparative prices and =ua"ity o# the o##ered rands vis4versa the competitive
rands % Detai"s re!ardin! the de"ivery o# the cars were co""ected and I a"so
in=uired aout the various sa"es promotion schemes #o""owed y the three car
showrooms in Co)aro%
Cy interviewin! these dea"ers va"ua"e in#ormation was co""ected% I in=uired
#rom them aout their mar)etin! advertisin! and sa"es strate!ies%
Secondary 'ource'
In#ormation was co""ected #rom secondary sources such as customer survey$
newspapers advertisements$ +utomoi"e news"etters$ etc%
$)
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Ceside these the use o# Internet was a"so made in co""ect in! re"evant
in#ormation% The data co""ected #rom the aove mentioned sources has een
ade=uate"y structured and used at appropriate p"aces in the report% The
in#ormation !athered inc"udedQ
Their annua" reports%
Pamph"ets%
Posters%
Press c"ippin!s%
News re"eases%
News"etters%
Pictures%
E&chan!e schemes%
Loan #air%
E9 Sam$ling /
8o$ulation/
The popu"ation considered #or this research type is the overa""!enera" uyers whoQ4
a% P"annin! to uy #our whee"er,one time payment or E8I/ #or the
#irst time%
% +re p"annin! to rep"ace their o"d #our whee"er with a more
satis#yin! product type%
c% Fi"" the need o# #our whee"er%
d% -an a##ord a car however do not #i"" the need o# uyin! one%
In short we can mathematica""y say that it is a !enera" set which
inc"udes a"" the set and su4sets o# potentia" uyer o# #our uyers%
,on $robability sam$ling/
$*
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Non4proai" ity samp"in! provide a non4 scienti#ic techni=ues o#
drawin! samp"e #rom the popu"ation accordin! to non4particu"ar "aws o#
chance in which each unit in the universe has ,o deinite $re-assigned
$robability o# ein! se"ected in the samp"e% in short it is the purposes o#
su*ective or *ud!ment samp"in!%
The samp"in! desi!n I used here is convenient sam$lingecause
it is ased on the se"ected customers i%e%$ previous customer o# yundai$ the
customers who are p"annin! #or new cars and customers who came in
showroom #or en=uiry o# yundai -ars% I was se"ected the convenient
samp"in! ecause it was not easy to survey a"" customers%
Sam$le sie/
The samp"e sie shorted out #rom the popu"ation ,universe set/ is
'(( nos% to draw the conc"usion o# the study%
=9 .imitations o study/
Since the road to improvement is never endin!$ so this study a"so su##ers #rom
certain "imitations% Some o# them are as #o""owsQ
Cecause o# i""iteracy$ it was a time consumin! method in which
continuous !uidance was re=uired%
Juestionnaire method invo"ves some uncertainty o# response% -o4
operation on the part o# in#ormants$ in some cases$ was di##icu"t to
presume%
The pro*ect was "imited to a period o# '( wee)s and is done pure"y #or the
academic purpose%
It is possi"e that the in#ormation supp"ied y the in#ormants may e
incorrect% So$ the study may "ac) accuracy%
%+
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%1
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+N+LYSIS M DESI.NQ
T%e data given belo( (as based on t%e Juestions (%ic% are ased during t%e
survey9
9'9 )6B S6>.D B> 8T A =>+ )6EE.E+K
Table ,o '/ S%o(ing (%y $eo$le o$t a our (%eeler/
,o9 o +es$ondents 8ercentage
,eed 7' 7'%(
Comort '' ''%(
Status ?< ?
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929 6) B> A)A+E A;>T 6B>,DA1 CA+SK
Table ,o9 2/ 6o( Customers are a(are o 6yundai carK
,o9 o +es$ondents 8ercent
T: Ads 77 77%(
Existing customers 3' 3'%(
againes 3? 3?%(
=riends '3 '3%(
1nternet '( '(%(
Total '(( '((%(
*+A86 ,o92/ s%o(ing6o( Customers are a(are o 6yundai car/
1nter$retation/From the aove !raph shows that 772 o# the respondents came to )now o#
yundai car throu!h T: ads$ 3?2 o# the respondents throu!h ma!aines$3'2 o# the respondents
%$
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throu!h the e&istin! customers and '32 o# respondents #rom #riends$'(2 o# respondents
throu!h internet% The aove !raph e&p"ained that ma*ority o# respondents are T: ads and
8a!aines%
939 )%at is your $erce$tion about 6yundai motorsK
Table ,o9 3/ S%o(ing Customer 8erce$tion about 6yundai otors/
8articulars ,umber o +es$ondent 8ercentage
;EST ?7 ?72
*D 35 352
+D1,A+B '9 '92, CE,T ( (2
8+ '? '?2
)+ST ( (2
8+EST ( (2
TTA. '(( '((2
*+A86 ,o93/ S%o(ing Customer 8erce$tion about 6yundai otors
%%
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1nter$retation/
The aove !raph revea"s that est perception comes #rom ?72$ 352 have !ood perception aout
the yundai car and rest y '92 have ordinary $'?2 have poor perception%
949 )%at is t%e standard o cars in 6yundai otorsK
Table ,o9 4/ S%o(ing result about standard o 6yundai cars/
8articular ,umber o res$ondent 8ercentage
Excellent '3 '32
;etter 73 732
*ood 37 372
,o Comments (<
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1nter$retation/ The aove !raph showin! the standard o# yundai cars%'32 customers says the
standard is e&ce""ent$ 732 says etter$ 372 says !ood standard$ .A+S ,o9 o res$ondents $ercentage
Extremely Agreed 3( 3(2
6ig%ly agreed 7( 7(2Agreed 31 312
,o Comments '3 '32
Disagreed '7 '72
6ig%ly disagreed ( (2
Extremely disagreed ( (2
%'
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*+A86 ,o9 5/ S%o(ing is 6yundai cars are economical according to its $rice and eatures/
1nter$retation/ The aove !raph showin! is yundai cars is economica"% 3(2 o# pu"ic is
e&treme"y a!reed with this statement$ 7(2 is hi!h"y a!reed$ 312 is a!reed and rest o# peop"es
answer is ne!ative%
99 )%at is your $erce$tion about t%e maintenance cost o 6yundai carsK
Table ,o9/ S%o(ing Customers 8erce$tion about t%e aintenance Cost o 6yundai /
8articulars ,umber o +es$ondent 8ercentage
>nder Customer Strengt% 7( 7(2
Economical 37 372
Trendy 70 702
Saety 1 12
%(
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Etc 7 72
TTA. '(( '((2
*+A86 ,o9 / S%o(ing Customers 8erce$tion about t%e aintenance Cost o 6yundai /
1nter$retation/ ere 7(2 customer6s says maintenance cost is under customer stren!th$ 372
says it is economica"$ 702 says trendy$ rest o# customers says sa#ety and others%
9!9 )%ic% eature o 6yundai cars attract you moreK
Table ,o9!/S%o(ing (%ic% eature attract more customer/
8articulars ,umber o +es$ondent 8ercentage
.uxurity 7( 7(2
8rice 3( 3(2
Saety 3( 3(2
Style 7 Trend '5 '52
Etc '? '?2
%)
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*+A86 ,o9!/ S%o(ing (%ic% eature attract more customer/
1nter$retation/ 7(2 peop"e "i)e yundai cars due to "u&urity$ 3(2 due to price$ 3(2 due to
sa#ety and rest due to sty"e ; trend and rest o# others%
9"9 =or $assenger segment& (%ic% is t%e %ig%ly considerable com$etitor or 6yundai
otorsK
Table ,o9 "/ S%o(ing (%o %ig%ly considerable com$etition (it% 6yundai/
Com$etitors ,umber o +es$ondent 8ercentage
aruti ?1 ?12
6onda '( '(2
Tata '? '?2
Soda (<
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*+A86 ,o9"/ S%o(ing (%o %ig%ly considerable com$etition (it% 6yundai/
1nter$retation/ 8ost o# pu"ic6s perception aout competition was$ 8aruti is the i! competitor
o# yundai$ rest o# companies has "itt"e competition due to the mode" o# cars$ yundai is on"y
passen!er car manu#acturer this is the reason%
9#9 1n term o ne( designs o car& (%at is t%e status o 6yundai motorsK
Table ,o9#/ S%o(ing t%e $erormance o ne( car design/
8articulars ,umber o +es$ondent 8ercentage
Excellent '9 '92
;etter ?9 ?92
*ood 3' 3'2
,o Comments 3 32
8oor 7 72
)orst 9 92
8oorest 7 72
&+
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*+A86 ,o9#/S%o(ing t%e $erormance o ne( car design/
1nter$retation/ +ove !raph showin! the per#ormance o# yundai6s new car desi!n%
'92 pu"ic says its new mode"s are e&ce""ent per#ormance$ ?92 says etter and 3'2 says !ood
per#ormance rest o# says not !ood or poor per#ormance%
9'09 6o( (ould you rate 6yundai otors on t%e ollo(ing $arameterK
Table ,o9'0/ +ating o S%ree 6yundai /
8articular Strongly
Disagree
Disagree ,o
Comments
Agree Strongly
Agree
now"ed!ea"e Sa"es Person ( ' ( 7 (
Emp"oyees spent enou!h timewith you KCe#ore Sa"es
( ( ( 7 '
Emp"oyees spent enou!h time ( 3 ( ' '
&1
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with you KDurin! Sa"es
Emp"oyees spent enou!h timewith you K+#ter sa"es
7 ( 7 ' '
Disp"ay o# 8erchandise isattractive
' ' 3 3 (
+vai"ai"ity o# the product 7 ( ( 7 3:arietyMSe"ection o# merchandise ( ( ( ( (
:ehic"es in !ood condition ( ( ( 3 '
Prices are a##orda"e 3 ' ( 7 7
+ttractive discounts o##ered ( ( ( 1 7
DXcor o# the waitin! area isp"easin!
7 ( ( 3 '
O##ered a test drive ( ( ( 7 3
Post sa"es #o""ow ups are donere!u"ar"y
( 3 ' 3 '
Responds to comp"aints =uic)"y ( ' 3 3 '
Service at yundai servicestation is e&ce""ent
( ( 3 7 7
-are#u" with persona"in#ormation
( ( ( ( (
+"" the commitments are #u"#i""ed ( 7 ' 3 1
:a"ue #or money ( ( ( ' ?
TTA. '2 '0 '' 3" 2#
*+A86 ,o9 " +ating o S%ree 6yundai /
&2
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Com$aring 6yundai Santro (it% )agon +& 1ndica And =iat 8alio/
*eneral
=eatures
6yundai Santro
Fing *.S
aruti Suui
)agon + .F
Tata 1ndica :2 D.E
G ;S 111
=iat 8alio Stile '9'
S.E
8rice ?Ex-
S%o(room
umbai@
+s9 3&"&""# +s9 3&24&!# +s9 3&'3&553 +s9 3&3&3!
=eatures6yundai Santro
Fing *.S
aruti Suui )agon
+ .F
Tata 1ndica :2 D.E- ;S
111
=iat 8alio Stile '9'
S.E
Air Conditioner
8o(er )indo(s
8o(er Steering
Anti-.oc
;raing System
.eat%er Seats
CD 8layer
S$ecs
verall .engt%
?mm@355 3520 3!5 3"2!
verall )idt%
?mm@'525 '4!5 '5 '20
&%
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verall 6eig%t
?mm@'5#0 '0 '4"5 '440
erb )eig%t
?g@ "54 "25 ##5 ##0
ileage verall '!9 '3 '394 '2924
Seating Ca$acity
?$erson@5 5 5 5
,o o Doors 5 5 5 5
Dis$lacement
?cc@
'0" '0' '405 ''0"
8o(er
?8SLr$m@3L5500 4L200 54L5500 5!L5250
TorJue? ,mLr$
m@
"#L3000 "4L3500 "3L2500 #2L2!50
Transmission
Ty$eanual anual anual anual
*ears 5 5 5 5
inimum
Turning +adius
?meter@
494 49 49# 59'
Tyres '55!0 +'3 '55"0 +'3 '55 +'3 +adial '5"0 +'3
&&
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)%eel ;ase
?mm@23"0 230 2400 23!3
*round
Clearance ?mm@ '5 '5 '!0 '!0
=ront Trac
?mm@'3'5 '2#5 '4'5
+ear Trac?mm@ '300 '2#0 '3!"
=ront .egroom
?mm@
'0"0 #"5 '2#0
+ear .egroom
?mm@"00 "#0 #!0 "30
;oot S$ace
?liter@2'" 2'! 20
*ross :e%icle
)eig%t ?g@'250
=uel Economy
ileage
6ig%(ay
?mliter@
209' '! '!94 '59
ileage City
?mliter@'9" '2 '29! ''94
ileage verall
?mliter@'!9 '3 '394 '2924
&'
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Ca$acities
Seating Ca$acity
?$erson@5 5 5 5
=uel Tan
Ca$acity ?liter@35 35 3! 4!
,o o Doors 5 5 5 5
8erormance
aximum S$eed
?m$%@ '4' '45 '35 '3'
0-'00m$%
?seconds@'9# '!94 259! 2'
'4 ile
?seconds@209 2'92 229 2095
'00m$%-0;raing ?meters@
!293 5'9
"0m$%-0
;raing ?meters@5592 39 33
Engine
Engine
Ty$eodel
6yundai E$silon
Engine
=C Engine
4!5 1D1 (it%
icro$rocessor based
Engine anagement
System ?EC>@
'9' . =1+E
&(
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Dis$lacement
?cc@'0" '0' '405 ''0"
:alve
ec%anism S6C D6C S6C
;ore ?mm@ "95 !0
Stroe ?mm@ !! !2 !2
Com$ression
+atio"9# # 22 #9
,o o Cylinders
?cylinder@4 4 4 4
Cylinder
Coniguration1nline 1nline 1nline 1nline
:alves $er
Cylender ?valve@3 4 2 2
1gnition Ty$e
Distributorless
1gnition System
?D.1@
;loc 6ead
aterialAluminium
=uel Ty$e 8etrol 8etrol Diesel 8etrol
=uel System 8=1 8=1
Electronic ulti$oint
(it% 32 bit
micro$rocessor
&)
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Transmission
Transmission
Ty$eanual anual anual anual
*ears 5 5 5 5
Clutc% Ty$eStic gear s%iting
7 =reJuent clutc%
=inal +eduction
*ear +atio39"
Sus$ensions
=ront
Sus$ension
c8%erson Sturt
(it% Stabilier bar
c8%erson Sturt (it%
torsion ty$e roll
control device
1nde$endent& (is% ;one
ty$e& (it% c8%erson
Sturt& Antiroll bar
1nde$endent )%eel&
c8%erson ty$e (it%
lo(er (is%bone
anc%ored to cross
member& coil s$ring
+ear Sus$ension
Torsional ;eam
Axle& 3 .in oset
coil s$ring
Coil s$ring& gas illed
s%oc absorber (it% 3
lin rigid axle and
isolated trailing arms
1nde$endent& Semi
trailing arm (it% coil
s$ring mounted on
%yduralic s%oc
absorber
Torsion axle& coil
s$rings& stabiliing
bar and telesco$ic
dual eect s%oc
absorber
Steering
Steering Ty$e+ac 7 8inion (it%
8o(er Assist,on-$o(er steering +ac 7 8inion +ac 7 8inion
8o(er Assisted Standard ,A ,A Standard
inimum
Turning +adius
494 49 49# 59'
&*
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?meter@
;raes
;rae Ty$e A;S "M booster- assistedDual circuit& diagonally
s$lit& vaccum assisted
(it% 8C+ valves
6ydraulic& dual-
diagonal s$lit& servo
assisted
=ront ;raes :entilated Disc Discs :entilated Disc :entilated Disc
+ear ;raes Drum brae Drum DrumDrum brae& Auto
Ad
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'1
Comort/
AC (it%
one- riendly
+'34a gas
6eater
4 S$eed ;lo(er
=an
+emote uel lid
o$ener
+emote tail
gate release
Clutc% oot rest
8o(er steering
1nternally
ad
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Com$etition (it% )agon +& 1ndica :2 and $alio/
+s we can see #rom the avai"a"e data$ Uni=ue Se""in! Points can e created #or Santro &in!% The
points cou"d e created #rom the #o""owin! aspectsB
a% On"y in Santro$ we are havin! +- with Oone #riend"y with ? speed
"ower #an which a"ways ta)e #reshment in oth Driver and passen!ers%
% On"y in Santro$ we wi"" #ind +$ C ; - pi""ar trims$ which shows interior
more "u&ury%
c% >e are eatin! other mode"s in overa"" "en!th% In overa"" hei!ht on"y
>a!on R is eatin! us% Cut we can convince our customers y showin!
them that this much o# hei!ht is use"ess #or Indian customers%
d% The actua" se""in! point wou"d e Santro mi"ea!e capacity$ which is the
hi!hest as compared to competitors% +nd our Indian customers are very
much )een aout this #actor%
e% Power and tor=ue is hi!hest #or the Santro$ which ma)es it "ucrative option
#or thri"" "overs%
#% .round c"earance is hi!hest #or Santro$ which is very much suita"e #or
Indian roads%
!% For on"y Santro$ we are havin! rac) and pinion steerin! with power
assisted whi"e others are havin! either rac) and pinion or power steerin!%
h% On"y #or Santro$ we are havin! +CS$ which ma)es it suita"e #or each and
every type o# road condition%
The i!!est cha""en!e #or every mar)eter is that K-ustomers cou"d not e satis#ied
aso"ute"yB this is or!aniation peop"e responsii"ity to convince the customer to purchase
our product% To e compati"e in these descried situations we have to #o""ow the e master
word #or every or!aniation to compete with riva"s @ KFee" that we a"" are memers o# the
#ami"y in this or!aniation and we wi"" he"p to each other as a #ami"y memer%
'2
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'$
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S)T A,A.BS1S
ST+E,*T6/
Second "ar!est manu#acturer o# Passen!er vehic"es in India due to this customers
are attracted towards the company in Co)aro%%
Ran*u +utomoi"es Pvt% Ltd% is very o"d #irm in Co)aro due to this customers o#
Co)aro area and its surroundin!s aware aout this%
)EA,ESS/
SU: car has on"y two mode" i%e%$ TU-SON and TERR+-+N which is #ewer
avai"a"e in India due to uneconomic and out o# reach #or midd"e c"ass Fami"ies%
8anu#acture on"y Passen!er vehic"es ut some mode"s are not economic such as
:erna$ +ccent$ etc
88+T>,1TB/
'%
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Shree yundai has opportunity to !row as a i! competitor in Ghar)hand
automoi"e sector%
I# the cars are more economic then the sa"es wi"" e more oom and the company
turn into #irst position in Indian automoi"e sector and win #rom their competitors
i%e%$ 8aruti Suu)i$ Tata 8otors$ .8 and 8;8%
T6+EATS/
+is =actors
In the course o# its usiness$ yundai is e&posed to a variety o# mar)et and
other ris)s inc"udin! the e##ects o# demand dynamics$ commodity prices$ currency
e&chan!e rates$ interest rates$ as we"" as ris) associated with #inancia" issues$
haard events and speci#ic assets ris)% >henever possi"e$ we use the instrument
o# insurance to miti!ate the ris)%
T%reats rom Com$etitors
o 8aruti Udyo! Limited
8aruti Suu)i6s is a"so the o"d car showroom in Co)aro due to thisthe competition is hi!h with Shree hyundai
'&
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=1,D1,*S =+ S>+:EB
+ccordin! to the survey the customers who are a"ready the customer o# yundai cars are
satis#ied with the service o# Shree yundai$ and the pu"ic who are p"annin! to purchase a new
car shou"d !o #or yundai ecause the cars in yundai is economica" in price$ "u&urious in "oo)$
com#orta"e$ and trendy in desi!n% These #eatures a"so attract our youn! a!e !roup due to thenew desi!n$ trendy "oo) and sty"e%
The #o""owin! are the #indin!s I point out #rom my studyQ
'% -ustomers are a"ways demandin!$ ut they don6t have to "oose their patients$ ecause
customer is the .od #or us% I# they are creatin! pro"ems$ then a"so we have to c"ear a""
matters with smi"e and patients% 8a)e them understand #u""y that what are the pro"ems
and avai"a"e so"utions #or that pro"em%
3% They are not here to provide comparisons% They have to provide test drive to those
customers on"y which seem to e the competent customers%
7% They have to ma)e their customers understand aout their own need and avai"a"e
options to satis#y their needs% -ustomers shou"d e )nown that money discount is not as
important as their persona" satis#action%
?% They have to inte!rate the operations o# our a"" departments$ so that each and every
department can he"p in operation o# every department and understand other department6s
wor)%
1% Each and every emp"oyee shou"d e havin! wor)in! )now"ed!e o# each and every
department$ hence *o rotation is etter option #or this%
5% The mana!ement has to understand persona" needs o# the sa"es and mar)etin! peop"e$
hence wee)"y !et to !ather with top mana!ement shou"d e there aout technica" and
persona" pro"ems #or the emp"oyees where everyone wou"d e #ree to e&press hisMher
thou!hts%
9% >hen they shou"d e havin! #irst meetin! with customer$ initia""y they have to ma)e
them understand aout #inancia" conditions #or avai"a"e an)in! and non an)in!
companies% Then a#ter they have to !ive them p"an #or #inancia"%
''
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'9 S>**EST1,S/
A%%re''-e Ad Ca)pa%n
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C,C.>S1,/
The report has hi!h"i!hted the importance o# providin! the hi!hest customer
satis#action and how it a##ects the sa"es% Thou!h in the month o# Decemer$ the sa"es
were down$ y deve"opin! competitive strate!ies and y de"iverin! hi!h c"ass products
and services$ Popu"ar :ehic"es and Services were a"e to )eep their sa"es momentum%
The report emphasies the importance o# customer "oya"ty to deve"op the usiness%
The study which we conducted on the Four whee"er automoi"e sector is a very
important topic o# automoi"e sector%
+#ter deep research$ ana"ysis and !ettin! in#ormation aout companies as
#ormu"ated that the #our whee"er automoi"e companies achieved success in the mar)et%
Throu!hout the study we #ound the #our whee"er manu#acturer havin! very new and
modern techno"o!y in their i)es$ they have a !ood mar)et share in India$ many o#
+utomoi"e companies "i)e 8aruti Suu)i$ Tata 8otors$ 8;8$ Fiat$ Ford$ etc are a"so
!ivin! "ar!e competition%
-onc"udin! the per#ormance o# the company re"ated to #our whee"er sector inIndia$ !ettin! their mar)et share and !rowth and what are services they are providin!
a#ter sa"es%
'*
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yundai 8otors has mana!ed to put in spectacu"ar per#ormance !oin! #rom
stren!th despite increase in competitionB the companys sa"es have witnessed an uptrend$
re!isterin! an avera!e !rowth o# ?32 in the three years under review%
yundai 8otors has mana!ed to achieve this ecause its stron! rand ima!e and
proven product =ua"ity underpinned the per#ormance !rowth in recent years% +part #rom
the stron! rand Santro the companys per#ormance across the spectrum o# the
Passen!er car mar)et he"ped it e&p"oit the !rowin! demand #or 14stro)e -ars%
(+
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'STO++A%
Than6 you for your 6ind 2ooperation
ame >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
7rofession>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Age >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
?onta2t o. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
(. =hi2h 2ar have you pur2hased@ >>>>>>>>>>>>>>>>>>>>>
&. =hat 5as the pur2hase mode@
a* ?ash
1* Finan2e, 5hi2h 2ompany
I?I?I "!I
9DF? MMF"8
AB CT9E+ >>>>>>>>>>
$. This is your-
2* First 2ar, you had a t5o 5heeler earlier
d* First 2ar, 1ut you never had a t5o 5heeler earlier
e* +epla2ement 2ar %if yes, please spe2ify the previous 2ar and the model*
f* Additional 2ar
). This 2ar primarily 5ould 1e driven 1y >>>>>>>>>>>>>>>>>>>>>
0. Bou 2hoose this 1rand 1e2ause -
7lease ran6 in order of importan2e %( 1eing most important*
7ri2e "2hemes
Mileage
+esale value 8oo6s
After sales servi2es
+eferen2e Advertisement
Features
(1
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!rand image +epeat pur2hase
/. =hi2h are the three 1rand %2ompanies* that 2ome to your mind 5hen you thin6 of a 2ar@
g* >>>>>>>>>>>>>>>>>>
h* >>>>>>>>>>>>>>>>>>
i* >>>>>>>>>>>>>>>>>>
. =hi2h t5o T 2ar 2ommer2ials %Ads* 2an you re2all right no5@
j* >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
6* >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
H. =hat 5ere the sour2es of information 5hen you pur2hase the 2ar@
"ports 2hannels
"tar sports E"7
Ten sports
Any other >>>>>>>>>>>>>>>>>>>>
e5s 2hannels
Aaj Ta6
ee ne5s
"tar e5s
Any other >>>>>>>>>>>>>>>>>>
Entertainment 2hannels
"tar
ee
Any other >>>>>>>>>>>>>>>>>>>>
e5s papers
Times of India 9industan Times
E2onomi2 Times Amar Ujala
!aini6 !has6ar av1harat Times
Any other >>>>>>>>>>>>>>>>>>>>>
Maga
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India Today Cutloo6
Auto 2ar India !usiness Today
Any other >>>>>>>>>>>>>>>>>>>>>>>>>
J. Are there any suggestions that you 5ant the 2ompany to implement@
K('. =hat is your overall opinion a1out Maruti@
?hoi2e
o.of
+espondents 7er2entage
ery 1ad
!ad
either 1ad nor good
Good
ery good
($
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BB-O0%A32Y
Bi?liogra$hy *
eithmal . A., Grem1lerD.D., !itnerM.j., and 7anditA.-"ervi2eMar6eting Integrated 2ustomer Fo2us A2ross The Firm4 , Fourth Edition
illur+ahman, 3"ervi2e Kuality- Gap in the Indian !an6 Industry4 The
I?FAI ournal of Mar6eting Management.
areshL.Malhotra - Mar6eting +esear2h An applied orientation, Fifth
Edition
+i2hard I.8evin,David".+u1in "tatisti2s For Management, "eventh
Edition
/e?sites *
www1hyundaimotors1com
555.se1igovt.2om
555.1usiness#today.2om
555.datamonitor.2om
555.marutiudyog.2om
http://www.hyundaimotors.com/http://www.sebigovt.com/http://www.business-today.com/http://www.datamonitor.com/http://www.marutiudyog.com/http://www.hyundaimotors.com/http://www.sebigovt.com/http://www.business-today.com/http://www.datamonitor.com/http://www.marutiudyog.com/Top Related