DISSERTATION REPORT

A study on
Prepared by:

Omkar Ravindra Mahadane

Enrollment Number: 20IIMPBBA59

BBA Batch 2020-23

Under the guidance of

ACADEMIC YEAR 2022-23

Submitted To
Shree Chanakya Education Society’s
Indira Institute of Management-BBA, Pune

Affiliated To
An Autonomous Institute affiliated to SPPU
 A study on Lost Sales Analysis in
Auto Mobile Sector
Prepared by:

Omkar Ravindra Mahadane

Enrollment Number: 20IIMPBBA59

BBA Batch 2020-23

Under the guidance of

Dr. Vijayalaxmi Rao

ACADEMIC YEAR 2022-23

Submitted To
Shree Chanakya Education Society’s
Indira Institute of Management-BBA, Pune

Affiliated To
An Autonomous Institute affiliated to SPPU
 Certificate of completion (by College)

Certificate

Course Name: Bachelor’s in business administration Date: 10th Dec

PRN No: 20IIMPBBA59

This is to certify that the Summer Internship Project entitled “Lost Sales Analysis
in auto mobile sector” which is being submitted here with
for the award of the degree of BBA in Digital Business and Marketing from
Indira Institute of Management Pune, is the result of the original research work
Completed by Omkar Mahadane under the supervision and guidance of
Dr. Vijayalaxmi Rao.

To the best of our knowledge and belief the work embodied in this
Summer Internship Project has not formed earlier the basis for the award of
any degree of similar title of this or any other University or examining body.
Certificate of completion (by Organization)

pg. 1
 S
tudent’s Declaration

pg. 2
I undersigned Omkar Mahadane a student of Indira Institute of
Management, Pune BBA 5th semester, declare that summer
internship project titled is Lost Sales Analysis in auto mobile
sector a result of my/our own work and my/our indebtedness to
other work publications, references, if any, have been duly
acknowledged. If I/we are found guilty of copying any other report
or published information and showing as my/our original work, I
understand that I/we shall be liable and punishable by Institute or
University, which may include ‘Fail’ in examination, ‘Repeat study
& re- submission of the report’ or any other punishment that
Institute or University may decide.

Name of student: Omkar Mahadane

Enrollment Number: 20IIMPBBA59

Signature:

Acknowledgement
pg. 3
First I would like to thank Mr.ZAHIRSHAIKH Head HR & Admin, of
“PANCHJANYA AUTOMOBILE” for giving me the opportunity to do an
internship within the organization

I also would like all the people that worked along with in “PANCHJANYA
AUTOMOBILE” with their patience and openness they created an enjoyable
working environment.

It is indeed with a great sense of pleasure and immense sense of gratitude that I
acknowledge the help of these individuals.

I would like to thank my Head of the Department Mrs. Pranali Chaitanya for
his constructive criticism throughout my internship

I would like to thank Dr. Vijayalaxmi Rao College internship coordinator for
their support and advices to get and complete internship in the institute.

I am extremely great full to my department staff members and friends who

helped me in successful completion of this internship.

pg. 4
 EXECUTIVE SUMMARY

The study gave a chance to know about Fundamental Analysis and various tools
used in Fundamental Analysis.
Fundamental analysis helps to understand the basics of financial statements and
gives you the tools that help to decide which companies make worthwhile
investments.
Fundamental analysis is the process of looking at a business at the basic or
fundamental financial level. This type of analysis examines key ratios of a
business to determine its financial health and gives you an idea of the value its
stock.
The first part gives an insight about the about the company and its various aspects.
I got an opportunity to learn what is really meant by fundamental analysis in
stock market, how is it implemented in the stock market.
I have chosen Automobile sector as study of my research and selected five major
Companies on randomly basis which are: Tata Motors Ltd., Mahindra & Mahindra
Ltd., Maruti Suzuki India Ltd., Hero Motocorp Ltd. and Bajaj Auto Ltd.
I have collected all the information from various sources, for my analysis I have
study the balance sheet, profit and loss a/c, and ratios of these five companies
and comparing some point to know where one should have to invest. I also
show the past record of these five companies, to know what exact condition and
growth of the company.

I came to know various reasons influencing fundamental analysis of automobile

sector. Like Hike in fuel prices, High interests and rising input cost,
Unfavorable economic conditions. Foreign competitors and Poor infrastructure.

pg. 5
 INDEX
Chapter Title Page
No. No.

1 INTRODUCTION 7

2 INDUSTRY PROFILE 11

3 COMPANY OVERVIEW 16

4 OBJECTIVES & SCOPE OF 20

PROJECT

5 RESEARCH METHODOLOGY 22

6 DATA ANALYSIS 26

7 FINDINGS 34

8 CONCLUSION AND SUGGESTIONS

9 ANNEXTURE

BIBLOGRAPHY

pg. 6
 LIST OF TABLES

Sr. no List Of Tables Page

no.
1. Top 20 vehicle prod. Countries (2021) 14
2. Gender 27
3. How many calls were connected? 28
4. The payment process 29
5. First buyer of Tata motors 30
6. Occupation 31
7. Most liked car by the customer 32
8. Customer responses on phone call 33

pg. 7
INTRODUCTION

pg. 8
Introduction to the topic:

Lost sales analysis (sometimes called by different names, like “win-loss analysis”) is a

process that helps you identify not just how a prospective sale went wrong, but how you can
improve your strategy in the future. It requires attention to detail, a reliable system of
measurement, and an ample investment of time, but if you apply your insights correctly, you
can greatly improve your sales strategy.

Losing a sale never feels good, but it’s a natural, recurring event in any salesperson’s
job. That said, if you’re losing sales consistently, you need to take action.

Where Was the Sale Lost?

Looking at an individual sale, you’ll first need to determine where the sale was lost. At which point in
the sales pipeline did this person lose interest?

 Lead generation: Problems in the lead generation phase tend to occur because

you’re not finding the right types of customers, or because you made a bad first
impression.
 Initial conversations: At the initial conversation phase, any number of problems
could arise. Your customer could find out that your offerings or prices aren’t what
they’re looking for, or they may get cold feet when they get to know your
organization.
 Proposal review: Assuming you get started on the right foot, a proposal can make
or break your sale. If the deal falls apart at this level, it could mean you need a better
proposal template you need to tailor your templates more specifically to individual
customers, or that you need to present your proposal in a different way.
 Follow up: After the proposal, did you follow up? Did you get a response from
those follow ups? Many deals fall apart at this stage due to inconsistent or poorly
executed follow ups.
 Some deals fall through at the last possible moment. Did something happen to change
your prospect’s mind? What new information emerged?

It may seem like the stage in which the sale is lost is responsible for the lost sale, but this
isn’t always the case; necessarily, the loss must have occurred during or before this stage. But
it might have started in the earliest stages, gradually manifesting as the stages progressed.
Keep this in mind during your analysis.

Why Was the Sale Lost?

You’ll also need to consider why the sale was lost. Comparatively, this is a more subjective
question. You can study hard data or rely on your own understanding to figure out what went
wrong, but the best method is to simply ask for feedback. Conduct a survey or ask your
prospects directly: why didn’t you buy from us?

pg. 9
pg. 10
These are some of the most common reasons:

 Customer fit: Is this prospect within your target demographics? Are they the right
fit for this product or service? If not, you probably have a lead qualification or lead
generation problem.
 Customer needs: It could be that this customer simply doesn’t have a need or
desire for your product. If this is the case, you may need to revisit your market
research, or better understand common objections.
 Sometimes, the timing is just off; the prospect likes the product, but isn’t ready to
buy. Better targeting strategies and follow-up strategies can often correct this.
 Expensive pricing can turn otherwise interested people away. Is there a way you can
offer lower pricing? Are there other perks or features you can offer to sweeten the
pot? What would it take to close this kind of sale?
 Competitor issues: Did this customer go with one of your competitors instead of
you? Why? What do they have to offer that you don’t?

Individual and Collective Analysis

You can study lost sales on an individual or collective level, and it’s important to do both. At
the collective level, you’ll be able to study broad patterns that seem to occur throughout your
entire organization. At the individual level, you’ll get to know your customers better and take
a closer look at outliers that might not be fairly represented in your collective data sets.

The Importance of Actionability

One of the most important principles in lost sales analysis is actionability. In other words, do
your insights and conclusions allow you to take action in some meaningful way? Otherwise,
all you’re doing is satisfying your own curiosity. Whenever you conduct a lost sales analysis,
ask yourself how you can apply your findings to your processes in the future. What is it that
needs to change?
A single lost sales analysis isn’t going to be enough to completely overhaul your sales
department, or triple your company’s revenue. It’s a practice you’ll need to undertake
consistently if you want to make gains. Keep measuring your effectiveness and applying new
tactics; eventually you’ll see the results you want.

pg. 11
INDUSTRY PROFILE

pg. 12
Industry Profile:

The Automotive Industry in India is the fourth-largest in the world as per 2021 statistics. In
2022, India became fourth largest country in the world by valuation of automotive industry.
As of 2020, India is the 5th largest automobile market in the world, surpassing Germany in
terms of sales.
Currently India's auto industry is worth of more than US$100 billion and contributes 8% of
the country's total export and accounts for 2.3% of India's GDP. India's major automobile
manufacturing companies includes Tata Motors, Ashok Leyland, Mahindra & Mahindra,
Force Motors, Tractors and Farm Equipment Limited, Eicher Motors, Royal Enfield,
Sonalika Tractors, Hindustan Motors, Hradyesh, ICML, Kerala Automobiles Limited, Reva,
Pravaig Dynamics, Premier, Tara International and Vehicle Factor Jabalpur.

History:
The automotive industry began in the 1860s with hundreds of manufacturers that pioneered
the horseless carriage. For many decades, the United States led the world in total automobile
production. In 1929, before the Great Depression, the world had 32,028,500 automobiles in
use, and the U.S. automobile industry produced over 90% of them. At that time, the U.S. had
one car per 4.87 persons. After 1945, the U.S. produced about 75 percent of world's auto
production. In 1980, the U.S. was overtaken by Japan and then became world leader again in
1994. In 2006, Japan narrowly passed the U.S. in production and held this rank until 2009,
when China took the top spot with 13.8 million units. With 19.3 million units manufactured
in 2012, China almost doubled the U.S. production of 10.3 million units, while Japan was in
third place with 9.9 million units. From 1970 (140 models) over 1998 (260 models) to 2012
(684 models), the number of automobile models in the U.S. has grown exponentially.
Early car manufacturing involved manual assembly by a human worker. The process evolved
from engineers working on a stationary car, to a conveyor belt system where the car passed
through multiple stations of more specialized engineers. Starting in the 1960s, robotic
equipment was introduced to the process, and today most cars are produced largely with
automated machinery.

pg. 13
Contribution of the sector towards GDP

Role of Automobile Industry in India GDP-Facts

 India has become one of the international players in the automobile market.
 In the year 2006-07, the Indian Automobile Industry produced 2.06 million four
wheelers and 9 million two and three wheelers.
 The four wheelers include passenger cars, multi-utility vehicles, sports utility
vehicles, light, medium and heavy commercial vehicles, etc.
 The three wheelers include mopeds, motor-cycles, scooters, and three wheelers.
 India ranks 2nd in the global two-wheeler market.
 India is the 4th biggest commercial vehicle market in the world.
 India ranks 11th in the international passenger car market.
 India ranks 5th pertaining to the number of bus and truck sold in the world.
 It is expected that the Automobile Industry in India would be the 7th largest
automobile market within the year 2016.

Role of Automobile Industry in India GDP-Sales Trends

 In the year 2006-07 the number of Passenger Car sold were 10,76,408.
 In the year 2006-07 the number of Passenger Vehicles sold were 13,79,698.
 In the year 2006-07 the number of Commercial Vehicles sold were 4,67,882.
 In the year 2006-07 the number of Three Wheelers sold were 4,03,909.
 In the year 2006-07 the number of Two Wheelers sold were 78,57,548.
 In the year 2006-07 the number of automobiles sold were 1,01,09,037.

pg. 14
Role of Automobile Industry in India GDP-Growth

 The growth rate of the Passenger Cars in the year 2007 is 13.50%
 The growth rate of the Utility Vehicles in the year 2007 is 10.10%
 The growth rate of the Multi-purpose Vehicles in the year 2007 is 24.40%
 The growth rate of the Light Commercial Vehicles in the year 2007 is 16.05%
 The growth rate of the Commercial Vehicles in the year 2007 is 3.43%
 The Maruti Udyog Ltd is the largest car manufacturer in the country and the rate of
growth in the year 2007 was 20.7%
 The Mahindra & Mahindra Ltd cumulative sales for the year 2007 was 1,06,094 units
and the rate of growth was 35.8%
 The Honda Siel Cars India Ltd, the leaders in India pertaining to the manufacturing of
premium cars, registered a growth of 16.1 % during the year 2007 and sold 41,638
units
 The Daimler Chrysler sales for the year 2007 was 1,681 units in India and the growth
rate was more than 22%
 The General Motors India, registered a 114% increase in the national sales in the
August of 2007
 The Hero Honda sold more than 2 million units in the Jan-Aug period of the year
2007
 The export pertaining to the motorbikes was 3,21,321 units in the year 2007
 It is estimated that in the year 2007-08 the motorcycle sales would be 7 million, the
car sales would be 1.55 million, and the two-wheelers sales would be 8.3 million

Top Players in Indian Automobile Industry

 Hindustan Motors
 Mahindra and Mahindra
 Bajaj Auto Limited
 Maruti Udyog Limited
 Tata Motors

pg. 15
 Top 20 motor vehicle producing countries (2021)

Country Motor vehicle production (units)

China 26,082,220
USA 9,167,214
Japan 7,846,955
India 4,399,112
South Korea 3,462,404
Germany 3,308,692
Mexico 3,145,653
Brazil 2,248,253
Spain 2,098,133
Thailand 1,685,705
Russia 1,566,317
France 1,351,308
Turkey 1,276,140
Indonesia 1,121,967
Canada 1,115,002
Czech Republic 1,111,432
Slovakia 1,000,000
United Kingdom 932,488
Iran 894,298
Italy 795,856
Table 01

pg. 16
COMPANY OVERVIEW

pg. 17
History:

Panchjanya Automobiles Private Limited is a Private incorporated on 04 October 2019. It is

classified as Non-govt company and is registered at Registrar of Companies, Pune. Its
authorized share capital is Rs. 100,000 and its paid up capital is Rs. 100,000. It is involved in
Manufacture of parts and accessories for motor vehicles and their engines.

Panchjanya Automobiles Private Limited's Annual General Meeting (AGM) was last held on
N/A and as per records from Ministry of Corporate Affairs (MCA), its balance sheet was last
filed on N/A.

Directors of Panchjanya Automobiles Private Limited are Vivek Dilip Chadha and Prashant
Nagesh Dixit.

Mission, visions etc.:

To be the best car dealerships in Pune.
To provide the customer best deal and satisfy their needs.

Management:
CEO: Rajesh Wankhede
GM: Ripul Anand
Head- HR & ADMIN Zahir Shaikh

Registered Address/ Number of branches:

 Bhosari (Main Branch):
No 688/2B, Shri Sai Venkata Trade Center, Pune Nashik Highway, Bhosari, Pune,
Maharashtra 411039. No 688/2B, Shri Sai Venkata Trade Center, Pune Nashik
Highway, Bhosari, Pune, Maharashtra 411039.
 Warje:
Survey No 130, GF, Audambar Building, Warje, Pune, Maharashtra 411052.
 Talegaon:
Gat No 408/2, Limb Fata, Talegaon, Pune, Maharashtra 410506.
 Velu:
Gat no. 785, Opposite WOM company, Velu, Pune, Maharashtra 412205.

pg. 18
  Pirangut:
Gat No 138/1, Balaji Krupa Lavelle Phata, Pirangut Road, Pune, Maharashtra 412115.

Major customers:

 Active Customers:
Active customers are customers that do business with the dealership regularly. Each
manufacturer and each dealership may define an active customer differently. 
Some dealerships define an active customer as one who has been in the store once within six
months. Other dealerships say it is once within 12 months. The parameters change, but it is still
considered an active customer.

 Inactive Customers:

An inactive customer has extended their life cycle with the dealership. They no longer come
in once a year. Auto Dealer Today Magazine wrote an article specifically about inactive
customers. 
The article claims a customer becomes inactive between six and nine months. They point out that
other dealers say this is a 12 months period, and some say it can be even longer.

 Lost Customers:
“Lost” customers are a segmentation that some manufacturers refer to as endangered or defectors.
These are customers that have gone a certain period without visiting the store.
Harvard Business Review claims these are great customers to target. They have demonstrated a
need for the service, and they are familiar with the company.

 Conquest Customers:
Conquest customers are customers available in the dealer’s market but have not yet been to the
dealership. While customer retention is imperative to growth, getting these new customers through
the door is also a part of the equation.

pg. 19
Functional overview:

The customer first opens an enquiry.

 Source Of Enquiry
1. Natural: Showroom Walk-in Tele-in

2. Generated: Referal Events DMA/DSA/Financer Cold Calling

3. External Lead

 External Lead:

The leads are genrated throught online websies like Social Media Platform (i.e Instagram,
facebook, Twitter, Pintrest), google servey forms, Tata IVR.

Then the leads are forwarded to the Customer Advisor(CA); then CA makes a call to the
customer. Ask to vist showroom whenever possible.

After discussing a good deal with cutomer the dicission is left over to the customer to decide
if he is intrested or not intrested.

If the customer is Not intrested CA has to do three follow up call with the period of time, so
they can the customer intrested in the product and still if customer is not intrested it is
considered under LOST SALES.

And if the customer is Intrested CA gets the car booked with some booking amount. The CA
ask the customer about the payment process; does he want to take a loan from bank, self
arrenged finance, cash, or any other source. As each car has its specific waiting period, the
customer is told accordingly. After completing the financial and documentation process, the
order is placed for the products. A whatsapp group is created of customer, CA, Team Leader
where all information is given to the customer. If customer has any doubt they are cleared
there.

When the car gets billed on the customer’s name the car arrives at stock yard. The car is send
PDI Team, after completing the PDI process the car is shown to the Customer. If the
customer give an final apporovement the CA ask to get the Down Payment done the is
treansferd for loan disburstment, and the for Insurance then the file transfered to Tally then
transferred to the RTO after completing all these processes the car arrives at showroom,
Where the Accessiory are fitted and the car gets ready for dilevery within next 2 days.

pg. 20
Products:

 Cars
 Accessories
 Extended Warranty
 Insurance
  Road Wheels

Overview of different departments etc.:

 Sales Department
I. Walk-in sales team
II. Digital Marketing team
 Accessories Department
 Finance Department
 Accounts Department
 RTO Department
 CRM Department
 Back Office
 TMA Department
 Insurance Department
 PDI Team

pg. 21
OBJECTIVES AND SCOPE
OF PROJECT

pg. 22
Objective of the study:

To understand why the sales are lost and how to improve in the
future.
To make more sales of cars in the market.
To retain current customers.
To engage new positive customers.
To improve customer satisfaction.

Scope of the project:

 Now day marketing is becoming one of the growing and fastest

revenue generated field this marketing play is an essential role
in providing the various function related to the product and
customers. Study help in determining the satisfaction level of
customer of TATA Motors Panchjanya Automobiles.
 Company comes to know about customer expectation
and need for future vehicle purchases. Study helps to
innovation in product. Study shows the brand image in
the mind of customer.

pg. 23
RESEARCH METHODOLOGY

pg. 24
Market research:

Market research is systematic problem analysis model building and fact finding
for the purpose of important decision making and control in the marketing of
good and service.

The research process can be said to be circular over a period of time. Exploratory
research may be define hypothesis that are their tested verified by conclusive
research but in the latter process the conclusive research may develop new ideas
opportunities of new difficulties.

With the ever increasing complexity of marketing and business activity, market
researches also increase complexity. Today carrying out research relating to
customers products and market require specialized skills and sophisticated
techniques market research has emerged as highly specified function of marketing
management.

1. Statement of problem:
As a compulsory part of the Internship Program, this report is prepared on the topic “Lost
Sales Analysis." The internship program provides students with real life experience of work
environment. Students can implement their academic skills gained from the educational
institution.

2. Research design:
While developing the research plan following points where taken into
consideration data sources, research approach, research instrument, sampling plan
and contact method. So that information can be gathered in most effective way.

3. Data sources:
After identifying and defining the research problem and determining specific
information required solving the problem, the researcher task is to look for the
type of source of data, which may yield the desired results. There are two types of
data available to researcher, these are:

pg. 25
  Primary Data:

Primary Data are generated when particular problem in hand is investigatedby

researcher employing a mail questionnaire, telephone surveys. Personal interview
etc.

In the current research primary data will be collected from following instruments.

- Structured questionnaire
- Formal Interview

 Secondary Data:

Secondary Data on the other hand includes that dale which is collected from some earlier
research work and is applicable or usable in the study the researcher has presently
undertaken. Secondary data will be collected from following sources.
- Websites

- Books
- Journals
- Blogs etc.

4. Data Collection Instrument:

The research instrument used in the study was structured questionnaire. While designing The
questionnaire care has been taken in formulating &sequencing the question so hat it allows
logical thinking process for the respondent. Use of both close ended &open ended question
was made so that Analysis become easy & responded can freely answer to question

5. Sampling Design:

I. Sample Unit

Prospective customers for purchase of Cars.

II. Sample Size

The targeted sample size was 1500 respondents.

pg. 26
III. Sample Technique Method:

Sampling technique for the current research is Convenient Sampling Method.

Data is collected from the existing as well as everyday through customers from
various sites.

IV. Analytical Tool:

Simple statistical tools have been used in the present study to analyze and
interpret the form of table and diagram data collected from the field. The study
used percentiles method and the data are presented in the form of table and
diagrams.

pg. 27
 DATA
ANALYSIS

pg. 28
 DATA ANALYSIS

Q1. Gender
a. Male
b. Female

Option Responses Percentage

Male 896 59.73%

Female 604 40.26%

Table 02

Responses

900
800
700
600
500
400
300
200
100
0
Male Female

Data interpretation- Out of 1500 customers 59.73% of them are male

customers and 40.26% are female customers

pg. 29
Q2. How many calls were connected.
a. Connected
b. Not connected

Option Response Percentage

connected 1274 85%

not connected 226 15%

Table 03

Response
1400

1200

1000

800

600

400

200

0
connected not connected

Data interpretation- Out of 1500 customers 85% customers were connected

to the call whereas 15% of them didn’t received the call.

pg. 30
Q3. The Payment Process customers prefer most.
a. Self-Finance
b. Cash
c. Loan

Options Response of customers Percentage

Self-Finance 551 36.74%
Cash 369 24.60%
Loan 580 38.66%

Table 04

Response of cutomers

Self
Fi-
Loan nance
37%
39%

Cash
25%

Self Finance Cash Loan

Data interpretation- Out of 1500 customers 37% customer were gathering

self-finance and another 24% customers were thinking about to do payment in
cash and the remaining 39% customers were applying for loan.

pg. 31
Q4. Is the consumer first time buyer of a TATA MOTOR’s car?
a) Yes
b) No

Option Response Percentage

Yes 1065 71%

No 435 29%
Table 05

Response

435

1065

Yes No

Data interpretation- Out of 1500 customers 71% customers were the first
time buyer of a TATA MOTOR’s car whereas 29% were not.

pg. 32
Q5. Occupation
a. Business
b. Job
c. Farming

Option Response Percentage

Job 855 57%
Business 495 33%
Farming 150 10%
Table 06

Responses

900

800

700

600

500

400

300

200

100

0
Job Business Farming

Data interpretation- Out of 1500 customers 57% are doing job, 33% are the
business owners and other 10% are farmers.

pg. 33
Q6. Which car is most liked by the customer?
a. Punch d. nexon
b. Tiago e. harrier
c. Tigor f. safari 2.0

Option Response Percentage

punch 300 20%
tiago 270 18%
tigor 195 13%
nexon 285 19%
harrier 405 27%
safari 2.0 45 3%
Table 07

Response

s a f a ri 2.0

ha rri er

nexon

ti g o r

ti a g o

punch

0 50 100 150 200 250 300 350 400 450

Data interpretation- Out of 1500 customers 20% are interested in punch,

18% in tiago, 13% in tigor, 19% in nexon, 27% in harrier and 3% in safari 2.0,

pg. 34
Q7. What were the customer’s responses on phone call?
a. Interested e. not interested
b. lost to co-dealer f. plan cancelled
c. Lost to competition g. plan postponed
d. not connected vehicle already purchased

Option Response Percentage

interested 43 2.86%
lost to co-dealer 24 1.62%
Lost to competition 595 39.67%
not connected 226 15.00%
not interested 439 29.31%
plan cancelled 111 7.40%
plan postponed 37 2.46%
vehicle already purchased 25 1.68%
Table 08

Response
595
600
439
400
226
200 43 24
111
0 37
d 25
te er N
es al IO te
d
ed
r e T c t ed
i nt o-
d
TI ne es el
l
d ed s ed
c PE on nt
r
nc on ha
to M c i ca tp rc
t CO t t s pu
os no no la
n
po
l TO p n dy
a a
ST pl re
LO al
e
cl
hi
ve

Data interpretation- Out of 1500 customers 2.86% were interested in

buying a car, 1.6% are lost to co-dealer, 39.67% are lost to competition, 15%
didn’t connect on the call, 29.31% were not interested, 7.40% cancelled the
plan, 2.46% postponed the plan, 1.68% have already purchased a car.

“International and domestic communication in import business”. The internship

“International and domestic communication in import business”. The internship

pg. 35
pg. 36
FFINAHAH

FINDINGS

pg. 37
 FINDINGS

1. According to survey once the customer left the showroom without proper
guidance he will not be coming back and there the sales are lost.
2. After doing this survey I found that customer vist’s multiple showroom
for an good offer and service if they are not satisfied the sales are lost
3. According to the survey there are 59.73% male and 40.26% respondents
are female.
4. In this survey 85% were call were connected and whereas 15% calls were
not connected.
5. Through the survey we found 36.74% are doing self-finance, 24.60%
customers are paying the amount in cash and the other 38.66% are
applying for loan.
6. Here we found that 79% customers were buying a TATA MOTORS’s car
for the first time and 21% were the loyal customer of TATA MOTORS.
7. In this survey 33% respondents are from business background and 57%
respondents from corporate background and 10% respondents were
farmers.
8. Through the survey also got to know harrier is the favorite car of
customers followed with the latest TATA Punch.

9.

pg. 38
ANNEXURES

pg. 39
 ANNEXURES

QUESTIONNAIRE

Q1. Name of Respondent?*

__________________________

Q2.Gender*

i. Male
ii. Female

Q3.Occupation*
i. Job
ii. Business
iii.Farmer

Q4. Income
i. o 5 lakh
ii. 5 to 10 lakh
iii. 10 to 20 lakh

Q5. Do you prefer PANCHJANYA AUTOMOBILES to purchase your

dream car?
i. Yes
ii. No

pg. 40
Q6.Tentative time to buy the car is*

i. 15 day
ii. 30 days
iii. 45 days
iv. More than 45 days

Q7. Which type of vehicle version you are looking for?*

i. Petrol
ii. Diesel
iii. EV

Q8. Which passing do you want?*

i. Domestic Passing
ii. Bharat Passing

Q9. Which car are you thinking to purchase?*

i. Punch
ii. Tiago
iii. Tigor
iv. Nexon
v. Harrier
vi. Safari 2.0

pg. 41
Q10. Why do you want to purchase a TATA car?
i. Safety
ii. Looks
iii. Comfort
iv. Mileage

Q11. Which method of payment do you prefer?*

i. Self Finance
ii. Loan
iii. Cash

Q12. How was your experience during interaction with Customer

Advisor and showroom visit?*

i. It was very nice experience and interaction with

Customer Advisory.
ii. It was moderate experience.
iii. It was not up to the mark.

pg. 42
SUGGESTIONS &
CONCLUSION

pg. 43
 SUGGESTION

Though people are satisfied there is large scope for various service providers to
improve services in different areas Dealers need to take initiatives to improve
and provide numerous facilities in showrooms. Due to increase in population,
people need more cars and large number of service are needed by the people
and if all service are available to them at their doorstep they are will be more
than happy which will ultimately benefit the dealers.

 Dealers should provide accessories for better customer satisfaction

 Dealer should provide more offers to the customers.
 Dealer should keep less waiting period for a car

CONCLUSION

From the study, it can be concluded that the satisfaction of customer

towards facilities and services provided by dealers in PCMC area to
residents are satisfactory.

Although, there is a scope of improvement which has been detailed in

the suggestion's section. Investment in cars is one of the big and a
huge investment, the automobile sector should realize that they are in
an important profession which happens to be a big part of the
consumer's life experience. The experience to given has to be
delightful so the word of mouth publicity is more.

pg. 44
BIBLIOGRAPHY

pg. 45
 BIBLIOGRAPHY

Website:

How to Analyze Lost Sales | SmallBizClub

Automotive industry - Wikipedia

Automotive Industry Customer Segmentation Overview | TVI MarketPro3 (tvi-mp3.com)

pg. 46