CHAPTER 1

INTRODUCTION

 OBJECTIVE

 SCOPE

 RESEARCH METHODOLOGY

 LIMITATIONS

1
 INTRODUCTION
"As we spread wings to expand our capabilities and explore new horizons, the fundamental
focus remains unchanged: seek out the best technology in the world and put it at the
service of our ultimate user: our customer."

Promotion is true that products are manufactured to satisfy the needs of the consumers..
But alone is not enough. Today the responsibility of the manufacturers does not cease with
physical production whatever may be the nature of the product. The present day marketers are
consumer oriented where it is the duty of the manufacturers to know from where, when, how and
what price the products would be available. Successful marketing consists in offering the right
product of the right price of the right place (and time) with right promotion.

In course of time, various activities came into vogue designed particularly to help easy sale
of goods. These activities commonly known as promotional Mix. The marketing communication
Mix also called as the “Promotion Mix” consists of four major tools.

1. Advertising.
2. Sales Promotion
3. Publicity
4. Personal Selling

Generally marketing communication is undertaken to pass on the message of a

product or sale to the ultimate consumers. Thus, there are three elements in this process.

The purpose of advertising is motivating but to sell something a product, a service or

Reliance. The real objective of advertising is effective communication between producers
and consumers. In other words the ultimate purpose all advertising is “Increased awareness”
list of the following specific objectives of advertising.

The process of selling is ensured by personal selling supposed by advertising and sales
promotion. Of these three methods personal selling occupies the predominant role mainly
because of the personal element involves. It may be described as a personal source rendered
to the community in connection with marketing of goods.
2
 It is a marketing process with which consumers are personally persuaded to by goods and
services offered by a manufacturer. The most powerful element in the promotional mix is
salesman ship, is not something very new. Even centuraries ago salesman ship was practiced
in Greece and Rome. According to Peter Drucker Cyrus Mecornie was the first man to use
modern technique of selling.

Features:

1. It helps to establish a cordial and obiding relationship between the organization and its
customers.
2. It is a creative art. It creats wants a new.
3. It is a science, in the sense that “One human mind influences another human mind”.
4. Personal selling imparts knowledge and technical assistance to the consumers.

Promotion includes all those functions, which have to do with the marketing of a
product all other activities designed to increase and expand the market. But it is clearly
distinguished from advertising and personal selling, through basic aim or all the three is one
and the same viz., to increase the volume of sales.

“Sales promotion in a specific sense refers to those sales activities that supplement
both personal selling and advertising and co-ordination ate them and help to make them
effective, such as displays, shows and expositions, demonstrations and other non recurrent
selling efforts not in the ordinary routine”.

In a general sense the sales promotion includes “ personal selling, advertising and
supplementary selling activities”.

Evaluation of Sales Promotion:

Two decades ago, there was no agreement among the marketing people that there
was a separate sales promotion function. In those days, promotion was a “share- run
to gain a short run good”.

3
The importance of sales promotion is modern marketing has increased mainly an account of its
ability in promoting sales and preparing the ground for future expansion. The main objective of
sales promotion is to attract the prospective buyer towards the product.

PUBLICITY

The publicity is derived as “Any form of commercially significant news about a

product, and institution, a service, or a person published I a space or radio i.e. not paid for by
the sponsor”. In short advertisement is paid form of publicity. It is to be noted here that
though the terms ’ADVERTISING ‘AND ‘Publicity’ or differences in the field of marketing,
both are used interchangeably.

The media are broadly classified into direct indirect. Direct method of advertising
refers to such methods used by the advertiser with which he could established a direct contact
with the prospects. Most of the media are indirect in nature EX: Free Publicity, cinema, etc.

4
Methodology of the study:
3.1 Objectives of the Study :
 To study the promotional activities offered by the firm.
 To identify the impact of sales in the market by using promotional strategies.
 To study the influence of schemes offered by firm on sales.
 To study the customer’s awareness towards the after sale services offered to him
or her.

3.2 Scope of Study:

The area of study is considered to be in two districts. Those are Hyderabad and
Ranga Reddy districts.

3.3 Need of the Study:

The increasing competition in business is the reason to pay much more attention
to satisfying customers. It may help the market to notice role of customer satisfaction in
the overall context of product of service development and management.

Customers do not buy services, they buy satisfaction. Hence marketers must be
clear about the satisfaction the customer is seeking and check out whether the customers
are getting the actual satisfaction. This study helps the marketers to take necessary steps
to gain the competitive advantage over the competitors.

The study helps to predict further behavior intentions of the customers such as
intention to re-purchase, intention to increase the usage, intention to recommend the
product and Service to others. Today the customers have wide variety of motorcycles to
chose.

5
 If the satisfaction level of the customer goes down he may switch over to other
brand. Ultimately the company loses its actual customers. This study helps the marketer
to take necessary steps to overcome this problem and retain in the increase of customer
loyalty.

3.4 Limitations to the study:

 Primary data analysis only depended on the respondents.

 Process of study/survey is limited only to some customers.
 Survey will be conducted for the period of 45 days only.

a) Source of data:
1) Primary Data:
The primary data is collected through questionnaires from the customers.

2) Secondary Data:
The secondary data is collected from the books, journals and internet.

Data collected method:

The data is collected through close ended questionnaire.
b) Sample size:
1. The sample size of the survey (N) is 100.
2. Samples are collected customers of showroom.
3. The age limit of the customers is in between 20-55.
4. The customers will be randomly selected.

c) Tools & Techniques: For analyzing the data statistical tables, percentages, and bar-
diagrams will be used.

6
d) Further scope of study; The topic of promotional activities is vast there is further
scope of study for eg; Advertising, sales promotion etc.

e) Kind of research: The research study will be carried out in qualitative and
quantitative research approaches.

The research has to be done in very efficient way; the frame work for collecting
data is called research design.
The statistical involves the study of a few factors in large number of cased. The
contents of research design are

i) Data collected method.

ii) Research instrument.

f) Survey approach: The survey will be conducted through close ended questionnaire.
This questionnaire will contain the multiple choice questions; each question will be
given options. The collection of data in survey follows two types they are
i) Primary data (first hand data).
ii) Secondary data (used data).

7
CHAPTER-2
 REVIEW OF LITERATURE

8
 REVIEW OF LITERATURE
The increasing competition in business to pay much more attention to satisfying customers. It may help
the marketer to notice role of customer satisfaction in the overall context of product of service
development and management.

Customers do not buy services, they bys satisfaction. Hence marketers must be clear
about the satisfaction the customer is seeking and check out whether the customer are
getting the actual satisfaction.
This study helps the marketers to take necessary steps to gain the competitive
advantage over the competitors.

The study helps to predict further behavior intentions of the customers such as
intention to Re-purchase, intention to increase the usage, intention to recommend the
product and service to others. Today the customers have wide variety of motorcycles to
chose. If the satisfaction level of the customer goes down he may switchover to other
brand. Ultimately the company loses its actual customers. This study helps the marketer
to take necessary steps to overcome this problem and retain its actual customers.
1. Can be major source of revenue, although it often receives too little management
attention.
2. Is essential for achieving customer satisfaction and good long-term relationship-as
identified by a number of researches.
3. Can provide a competitive advantage.
4. Play a role in increasing the success rate of new products introduced.
5. Needs to be fully evaluated during new product development, as good product design
can make customer support more efficient and cost-effective. Increased competition
within many industries has led to increased attention on customer service.

Various studies indicate that upset customers may have big effect on sales of
company. Therefore all dealers try to put all their attention to keep their customers

9
satisfied and fulfill their needs and wants as much as possible. One of the strong tools
which help all companies in this matter is providing best after-sales service.

Market: The set of all actual and potential buyers of a product of a service.
Marketing:
In today’s competitive world any organization to run successfully three factors plays an
important role are
1. Finance.
2. Human resources.
3. Marketing.
Along with the above mentioned the other three factors which plays an important role to
achieve the organizational goals and objectives in the competitive market they are
1. Innovative technology.
2. Quality.
3. Price.

Because of globalization, privatization and liberalization the number of competitors

are increasing at a constant rate as a result of which consumers are preferring products
which are of high quality, technology and at a reasonable price.
Though the company is producing high quality products at a reasonable price to be
success in the competitive market the company should take promotional activities and
marketing tools and techniques to achieve its mission and vision.
Marketing is not just telling and selling but in the new sense satisfying customer
needs marketing is a comprehensive term and it includes all resources and a set of
activities necessary to direct and facilitate and flow of goods and services from producer
to consumer in the process of distribution.

10
 Marketing definition.
“Marketing is a social and managerial process by which individuals and groups
obtain what they need and want through creating and exchanging products and
value with others”.

ELEMENTS OF MODERN MARKETING SYSTEM:

Company
(Marketer)
Marketing End users
Suppliers
Intermediaries

Competitor
s

“The art and science of choosing target customers and building profitable relationships
with them.”
Delivering and communicating superior customer value. Thus marketing
management involves managing customer relationships.
THE MARKETING CONCEPT:
The marketing concept holds that achieving organizational goals depends on
knowing the needs and wants of target markets and delivering the desired satisfactions
better than competitors do. Under the marketing concept, customer focus and valve are
the paths to sales and profits.

Market Customer Integrated Profits through

Needs Marketing Customer satisfaction

DEVELOPING THE MARKETING MIX:

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 Marketing Mix:

The set of controllable tactical marketing tools that he firm blends to provide the
response it wants in the target market. The marketing mix consists of everything the firm
can do to influence the demand for its product. It can be collected into four groups of
variables known as “FORUP’S”.

1) PRODUCT

2) PRICE

3) PLACE

4) PROMOTION

Product:

Product means the goods-and –services combination the company offers to the target
market.

Price:

Price is the amount of money customers have to pay to obtain product.

Place:

Place includes company activities that make the product available to a target consumers.

Promotion:

Promotion means the activities taken by the company to communicate the merits of the
product and promote its product to the target market.

ACTIVITIES UNDER THE 4P ARE OF THE MARKETING MIX:

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 1) Product:
Managing the product includes planning and developing the right products and
services to be marketed by the company policy strategy guidelines are needed for
changing the existing products and adding new ones.
A product activity includes policies and procedures relating to:

a. Product variety, quality, features, design, brand name, packaging, size, services,
warranties and returns.
b. Markets to sell-whom, where and in what quantity.
c. New product policy, R&D programs.

2) Pricing activities:
Include policies and procedures relating to
1. List prices.
2. Discounts.
3. Allowances.
4. Payment period.
5. Credit terms.

Generally markets consider the following factors while seeking price: target customers, cost,
competition, social responsibility.

3) Promotional activities:

Includes policies and procedures relating to.

 Advertising: media mix, budget, allocation and programmes.
 Personal setting: objectives, quality of sales force, cost level, level of motivation.
 Promotion: special setting plans/ devices directed at or through the trade forms of
these devices are consumer promotions and trade opinions.
 Publicity and public relations.

13
 4) Place/distribution activities: Basically place of distribution activities are to transfer
ownership to consumer and to place products, services, idea at the right time and place.
Distribution is made up of two components
1) Physical distribution and
2) Channels of distribution
i) Physical distribution: Activities involved in moving products or services from
producer to consumer are.
 Transportation, warehousing and storage, order processing and inventory control.
ii) Channels of distribution;: These are the routes taken by good from producer-
consumer it includes.
 Channel design
 Location of outlets
 Channel remuneration
 Dealer-principal relations

An effective marketing program blends all of the marketing-mix elements into a

coordinated program designed to achieve company’s marketing objectives by delivering value to
consumer. The marketing mix constitutes the company’s tactical tool kit for establishing string
positioning in target markets. The four P’s concept taken the seller’s view of the market, not the
buyer’s view. From the users view point the four P’s might be better described as the four C’s.

14
FOUR P’S FOUR C’S

Product customer solution

Price customer cost

Place convenience

Promotion communication

Thus marketers see themselves as selling products; customers see themselves as buying
value of solutions to their value of solutions to their problems. The customer is interested in
more than just the price’ they are interested in the total cost of obtaining, using and disposing of
a product. Customers want the product and service to be as conveniently available as possible,
marketers think about the four C’s first and build the four P’s platform.

COMOMIC ENVIROMENT:

Markets require buying power as well as people. The economic environment consists of
factors that affect consumer purchasing power and spending patterns.
15
The factors effecting consumer behavior are:

1) Cultural factors

2) Social factors

3) Personal factors

4) Psychological factors

1) Cultural factors:

i) Cultural is the set of basic values, perceptions wants and behavior learned by a
member of society from family and other important institutions.

ii) Sub-culture a group of people with shared value sustains based on common life
experiences sub cultures includes nationalities, religion.

iii) Social classes relatively permanent and ordered divisions in a society whose
members share similar values, interests and behaviors. Social class is measured by
a combination of factors like income, occupation, education, wealth etc. types are
upper class, upper middle, lower class, working class etc.

2) Social factors:

i) Groups: Two or more people who interact to accomplish individual of mutual

goods. The broad types are groups, reference groups, opinion leaders in the
reference group are persons who because of special skills, knowledge,
personality, exerts influence of others.

ii) Family: marketers are interested in the roles and influence of the husband, wife
and children on the purchase of different products and services. Five fingers of the
hand relating to five members of family influencing the decision of purchase.

iii) Roles and Status: A person role differs from group to group. A role consists of the
activities people are expected to perform according to the persons around them.

16
 Each role carries a status reflecting the general esteem given to it by society.
People often choose products that show their status in the society.

3) Personal factors:

i) Age and life cycle stage: tastes in food, clothes, furniture etc care often age
related. Buying is also shaped by the stage of family life cycle the stages through
which families might pass as they mature over time.

ii) Occupation; A person’s occupation affects the good and services bought. Blue
collar workers tend to buy more rugged clothes where as white collar workers buy
more suits. A company cans ever specialty in making products needed by a given
occupation.

iii) Economic situation: Marketers of income sensitive goods, look at the consumer
personal income savings and interest rates. If the economic indicators point to a
recession, marketers can take steps to redesign reposition and re-price their
products closely.

iv) Life style: Life style is a person’s pattern of living understanding these forces
involves measuring consumer’s activities, interests and opinions.

v) Personality and self concept: It refers to the unique psychological characteristics

that lead to relatively consistent and tasting response to one’s own environment,
Personality is usually described in terms of traits such as self-confidence,
dominance, sociability, autonomy, defensiveness, adaptability and aggressiveness.

4) Psychological factors:

i) Motivation: A motive is a need that is sufficient pressing to direct the person to

seek satisfaction. Psychological have developed theories of human motivation for
consumer analysis and marketing.

ii) Perceptions: It is the process by which people select, organize, and intercept
information to form a meaningful picture of the world. Two people with same

17
 motivation and is the same situation may act quite differently because they
perceive the situation differently.

iii) Learning: When people act, they learn. Learning describes chares In an individual
behavior arising from experience. Learning theorists say that most human
behavior is learned learning occurs through the interplay of drives, stimuli, uses,
responses and reinforcement.

Beliefs and Attitudes: Through doing and learning people acquire beliefs and
attitude. These in turn influence their buying behavior. A belief is a descriptive
thought that a person has about something; as attitude describes a person’s
relatively consistent evaluations, feelings and tendencies toward an object of
India.

18
There are four main aspects of a promotional mix. These are:

 Advertising - Any paid presentation and promotion of ideas, goods, or services by an

identified sponsor. Examples: Print ads, radio, television, billboard, direct mail, brochures
and catalogs, signs, in-store displays, posters, motion pictures, Web pages, banner ads,
and emails.

19
 Personal Selling - A process of helping and persuading one or more prospects to purchase
a good or service or to act on any idea through the use of an oral presentation. Examples:
Sales presentations, sales meetings, sales training and incentive programs for
intermediary salespeople, samples, and telemarketing. Can be face-to-face or via
telephone.
 Sales promotion - Media and non-media marketing communication are employed for a
pre-determined, limited time to increase consumer demand, stimulate market demand or
improve product availability. Examples: Coupons, sweepstakes, contests, product
samples, rebates, tie-ins, self-liquidating premiums, trade shows, trade-ins, and
exhibitions.
 Public relations - Paid intimate stimulation of supply for a product, service, or business
unit by planting significant news about it or a favorable presentation of it in the media.
Examples: Newspaper and magazine articles/reports, TVs and radio presentations,
charitable contributions, speeches, issue advertising, and seminars.
 Corporate image - The Image of an organization is a crucial point in marketing. If the
reputation of a company is bad, consumers are not less willing to buy a product from this
company as they would have been, if the company had a good image.
 Direct Marketing is often listed as a the fifth part of the marketing mix
 Exhibitions - are try-outs. You make your product, and let potential buyers try the
product, this way; you know directly what people see in your product. The downside,
your competitor can see exactly what you are doing.

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Customer Satisfaction:

“The extent to which products perceived performance matches a buyer’s expectation”.

Consumer satisfaction depends on the products perceived performance, relative to a

buyer’s expectations. If the products performance fall’s short of expectations, the customer is
dissatisfied.

If performance exceeds expectations, the customer is highly satisfies of delighted.

Satisfied customers repeat purchases and tell others about their good experiences with the
product. The key is to match customer expectations with company performance.

The customer centered firm seeks to deliver high customer satisfaction relative to
competitors. A company can always increase customer satisfaction by lowering its price of
increasing its services. But this may result in lower profits. The purpose of marketing is to
generate customer value profitably.

Customer loyalty:

Highly satisfied customers produce several benefits for the company. Satisfied customers
are lesser price sensitive. They talk favorably to others, about the company and its products and
remain for longer period. Customer delight created an emotional relationship with a product of
service. This crated high customer loyalty.

21
INDUSTRY PROFILE

22
HISTORY OF THE TWO WHEELERS:

The Britannica Encyclopedia a motorcycle as a bike or tricycle propelled by an internal –

combustion engine (or, less often by an electric engine). The automobile was the reply to the
19th –century reams of self-propelling the horse-drawn carriage. Similarly, the invention of the
motorcycle created the self –propelling bicycle. The first commercial design was three-wheeler
built by Edward Butler in Great Britain in 1884. This employed a horizontal single-cylinder
gasoline engine mounted between two steer able front wheels and connected by a drive chain to
the rear wheel. The 1900s saw the conversion of many bicycles or pedal cycles by adding small,
centrally mounted spark ignition engine engines. There was then felt the need for reliable
constructions. This led to road trial tests and competition between manufacturers. Tourist
Trophy (TT) races were held on the Isle of main in 1907 as reliability or endurance races. Such
were the proving ground for many new ideas from early two-stroke-cycle designs to
supercharged multivalent engines mounted on aerodynamic, carbon fiber reinforced bodywork.

INVENTION OF TWO WHEELERS:

The invention of two wheelers is a much-debated issue. “Who invented the first
motorcycle?” May seem like a simple question, “safety”, bicycle, i.e., bicycle with front and
rear wheels of the same size, with a pedal crank mechanism to drive the rear wheel. Those
bicycles in turn described from high-wheel bicycles. The high –wheelers descended from an
early type of pushbike, without pedals, propelled by the rider’s feet pushing against the ground.
These appeared around 1800, used iron banded wagon wheels, and were called “bone-crushers”,
both for their jarring ride, and their tendency to toss their riders. Gottiieb Daimler (who credited
with the building the first motorcycle in 1885, one wheel in the front and one in the back,
although it had a smaller spring-loaded outrigger wheel on each side. It was constructed mostly
of wood, the wheels were of the iron-banded wooden-spooked wagon-type and it definitely had a
“bone-crusher” chassis!

23
FURTHER DEVELOPMENTS:

Most of the developments during the early phase concentrated on three and four-wheeled
design since it was complex enough to get the machines running with out having to worry about
them falling over. The next notable two-wheeler though was the Hildebrand & Wolf Mueller,
patented in Munich in 1894. In 1895, the French firm of DeDion-button built and engine that
was to make the mass production and common use of motorcycle possible. The first motorcycle
with electric start and a fully modem electrical system; the Hence special from the Indian
Motorcycle Company astounded the industry in 1931. Before World War 1, IMC was the largest
motorcycle manufacturer in the world producing over 20000 bikes per year.

INCREASING POPULARITY:

The popularity of the vehicle grew especially after 1910, in 1916; the Indian motorcycle
company introduced the model H racer, and placed it on sale. During World War 1, all branches
of the armed forces in Europe used motorcycles principally for dispatching. After the war, it
enjoyed a sport vogue until the Great Depression began in motorcycles lasted into the late 20 th
century; weight the vehicle being used for high-speed touring and sport competitions. The more
sophisticated of a 125cc model. Since then, an increasing number of powerful bikes have blazed
the roads.

24
HISTORICAL INDUSTRY DEVELOPMENTS:

Indian is the second largest manufacturer and producer to two wheelers in the World. It
stands next only to Japan and China in terms of the number of V produced and domestic sales
respectively. This destination was achieved due to variety of reason like restrictive policy
followed by the government of India towards the passenger car industry, rising demand for
personal transport, inefficiency in the public transportation system etc. The Indian two-wheelers
industry made a small beginning in the early 50s when Automobile products of India (API)
started manufacturing scooters in the country. Until 1958, API and Enfield were the sole
producers.

The two –wheelers market was opened were opened to foreign competition in the mid-
80s. And the then market leaders-Escorts and Enfield – were caught unaware by the onslaught of
the 100cc bikes of the four Indo- Japanese joint ventures. With the availability of fuel-efficiency
low power bikes, demand swelled, resulting in Hero Motocorp –then the only producer of four
stroke bikes (100cc category), gaining a top slot.

The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and
Hero Motocorp brought in the first two-stroke and four-stroke engine motorcycles respectively.
These two players initially started with assembly of CKD Kits, and later on progressed to
indigenous manufacturing.

The industry had a smooth ride in the 50s, 60s and 70s when government prohibited new
entries and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s.
The industry witnessed a steady of 14% leading to a peak volume of 1.9 mn vehicles in 1990.

25
 In 1990 the entire automobile industry saw a drastic fall in demand. This resulted in a
decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles.
Barring Hero Motocorp, all the major producers suffered from recession in FY93 and FY94.
Hero Motocorp showed a marginal decline in 1992.

The reason for recession in the sector were the incessant rise in fuel prices, high input costs
and reduced purchasing power due to significant like increased production in 1992, due to new
entrants coupled with recession in the industry resulted in companies either reporting losses or a
fall in profits.

CONCLUSION:

The two-wheelers market has had a perceptible shift from a buyers market to a sellers
market with a variety of choice, players will have compete on various fronts viz. pricing,
technology product design, productivity after sale service, marketing and distribution. In the
short term, market shares of individual manufacturers are going to be sensitive to capacity,
product acceptance, pricing and competitive pressures from other manufacturers.

As incomes grow and people grow and people feel the need to own a private means of
transport, sales of two-wheelers will rise. Penetration is expected to increase to approximately to
more than 25% by 2005.

The motorcycle segment will continue to lead the demand for two-wheelers in the
coming years. Motorcycle sale is expected to increase by 20% yoy as compared to 1% growth in
the scooter market and 3% by moped sales respectively for the next two years.

The four-stroke scooters will add new dimension to the two-wheeler segment in the coming
future.

The Asian continent is that largest user of the two-wheelers in the world. This is due to poor
road infrastructure and low per capita income, restrictive policy on car industry. This is due to

26
oligopoly between top five players in the segment, compared to thirsty manufacturers in the car
industry.

Hero Motocorp motors LTd., is one of the leading companies in the two-wheeler
industry. At present it is the market leader in the motorcycle segment with around 47% the
market share during FY 2000 –01. During the year, company posted a 41.15% yoy rise in
turnover to Rs.31, 686.5mn in motorcycles which driven by a 35.17% yoy rise in Motorcycle
sales volumes. The company has emerged as one of the most successful players, much ahead of
its competitions an account of its superior and reliable product quality complemented with
excellent marketing techniques. The company has been consistently addressing the growing
demand for motorcycles and has been cumulative customer base of over 4 million customers,
which is expected to reach 5min mark with rural and semi-urban segment being the new class
of consumers.

27
CHAPTER-3
 COMPANY PROFILE

 TOPIC DESCRIPTION

28
 COMPANY PROFILE

About Company

Hero Motocorp Ltd. (BSE: 500182, NSE: HEROMOTOCO) formerly Hero Honda is an

Indian motorcycle and scooter manufacturer based in New Delhi, India. Hero Honda started in
1984 as a joint venture between Hero Cycles of India and Honda of Japan.[4] The company is the
largest two wheeler manufacturer in India.[5] The 2006 Forbes 200 Most Respected companies
list has Hero Honda Motors ranked at 108.[6]

In 2010, When Honda decided to move out of the joint venture,[7] Hero Group bought the shares
held by Honda.[8] Subsequently, in August 2011 the company was renamed Hero Moto Corp with
a new corporate identity.[9] On 4th June 2012,Hero Motocorp approved a proposal to merge the
investment arm of its parent-Hero Investment Pvt. Ltd. into the automaker.The decision comes
after 18 months of its split from Honda Motor. [10]

Company profile

“Hero” is the brand name used by the Munjal brothers for their flagship company Hero Cycles
Ltd. A joint venture between the Hero Group and Honda Motor Company was established in
1984 as the Hero Honda Motors Limited At Dharuhera India. Munjal family and Honda group
both own 26% stake in the Company. In 2010, it was reported that Honda planned to sell its
stake in the venture to the Munjal family.

During the 1980s, the company introduced motorcycles that were popular in India for their fuel
economy and low cost. A popular advertising campaign based on the slogan 'Fill it - Shut it -
Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a double-
digit pace since inception. The technology in the bikes of Hero Honda for almost 26 years
(1984–2010) has come from the Japanese counterpart Honda [11]

Hero MotoCorp has three manufacturing facilities based at Dharuhera, Gurgaon in Haryana and
at Haridwar in Uttarakhand. These plants together are capable of churning out 3 million bikes per
29
year.[12] Hero MotoCorp has a large sales and service network with over 3,000 dealerships and
service points across India. Hero Honda has a customer loyalty program since 2000, [13] called the
Hero Honda Passport Program.

The company has a stated aim of achieving revenues of $10 billion and volumes of 10 million
two-wheelers by 2016-17. This in conjunction with new countries where they can now market
their two-wheelers following the disengagement from Honda, Hero MotoCorp hopes to achieve
10 per cent of their revenues from international markets, and they expected to launch sales in
Nigeria by end-2011 or early-2012. In addition, to cope with the new demand over the coming
half decade, the company was going to build their fourth factory in South India and their fifth
factory in Western India. There is no confirmation where the factories would be built.

HISTORY

Hero MotoCorp was started in 1984 as Hero Honda Motors Ltd.[4]

 1956—Formation of Hero Cycles in Ludhiana(majestic auto limited)

 1975—Hero Cycles becomes largest bicycle manufacturer in India.
 1983—Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed
Shareholders Agreement signed
 1984—Hero Honda Motors Ltd. incorporated
 1985—Hero Honda motorcycle CD 100 launched.
 1989—Hero Honda motorcycle Sleek launched.
 1991—Hero Honda motorcycle CD 100 SS launched.
 1994 -- Hero Honda motorcycle Splendor launched.
 1997—Hero Honda motorcycle Street launched.
 1999 -- Hero Honda motorcycle CBZ launched.
 2001 -- Hero Honda motorcycle Passion and Hero Honda Joy launched.
 2002—Hero Honda motorcycle Dawn and Hero Honda motorcycle Ambition launched.
 2003—Hero Honda motorcycle CD Dawn, Hero Honda motorcycle Splendor, Hero
Honda motorcycle Passion Plus and Hero Honda motorcycle Karizma launched.

30
 2004—Hero Honda motorcycle Ambition 135 and Hero Honda motorcycle CBZ*
launched.
 2005—Hero Honda motorcycle Super Splendor, Hero Honda motorcycle CD Deluxe,
Hero Honda motorcycle Glamour, Hero Honda motorcycle Achiever and Hero Honda
Scooter Pleasure.
 2007—New Models of Hero Honda motorcycle Splendor NXG, New Models of Hero
Honda motorcycle CD Deluxe, New Models of Hero Honda motorcycle Passion Plus and
Hero Honda motorcycle Hunk launched.
 2008—New Models of Hero Honda motorcycles Pleasure, CBZ Xtreme, Glamour,
Glamour Fi and Hero Honda motorcycle Passion Pro launched.
 2009—New Models of Hero Honda motorcycle Karizma:Karizma - ZMR and limited
edition of Hero Honda motorcycle Hunk launched
 2010—New Models of Hero Honda motorcycle Splendor Pro and New Hero Honda
motorcycle Hunk and New Hero Honda Motorcycle Super Splendor launched.
 2011—New Models of Hero Honda motorcycles Glamour, Glamour FI, CBZ Xtreme,
Karizma launched. New licensing arrangement signed between Hero and Honda. In
August Hero and Honda parted company, thus forming Hero MotoCorp and Honda
moving out of the Hero Honda joint venture. In November, Hero launched its first ever
Off Road Bike Named Hero "Impulse".
 2012-New Models of Hero Motocorp Maestro the Musculine scooter and Ignitor the
young generation bike are launched.

31
Termination of Honda joint venture

Main article: Hero Honda split

In December 2010, the Board of Directors of the Hero Honda Group have decided to terminate
the joint venture between Hero Group of India and Honda of Japan in a phased manner. The
Hero Group would buy out the 26% stake of the Honda in JV Hero Honda. [15] Under the joint
venture Hero Group could not export to international markets (except Sri Lanka) and the
termination would mean that Hero Group can now export. Since the beginning, the Hero Group
relied on their Japanese partner Honda for the technology in their bikes. So there are concerns
that the Hero Group might not be able to sustain the performance of the Joint Venture alone.[16]

Hero MotoCorp

The new brand identity and logo, Hero MotoCorp, was developed by the London firm Wolff
Olins.[17] The logo was revealed on 9 August 2011 in London, the day before the third test match
between England and India.[17]

Hero MotoCorp can now export to Latin America, Africa and West Asia. [17] Hero is free to use
any vendors for its components instead of just Honda-approved vendors.[17]

Company performance

During the fiscal year 2008-09, the company sold 3.7 million bikes, a growth of 12% over last
year. In the same year, the company had a market share of 57% in the Indian market. [18] Hero
Honda sells more two wheelers than the second, third and fourth placed two-wheeler companies
put together.[11] Hero Honda's bike Hero Honda Splendor sells more than one million units per
year.[19] On 1st June 2012, Hero MotoCorp reported its highest ever monthly sales at 5,56,644
units in May, registering a growth of 11.28%.[20]

32
RECOGNITION

Logo of Hero Honda, as the company was known till Aug. 2011

The Brand Trust Report [21] published by Trust Research Advisory has ranked Hero Honda in the
13th position among the brands in India.

Motorcycle models

See also: Category:Hero Honda motorcycles

 Sleek
 Street
 Ambition 133, Ambition 135
 CBZ, CBZ Star, CBZ Xtreme
 CD 100, CD 100 SS, Hero Honda Joy, CD Dawn, CD Deluxe, CD Deluxe (Self Start)
 Glamour, Glamour F.I
 Hunk
 Karizma, Karizma R, Karizma ZMR FI
 Passion, Passion Plus, Passion Pro
 Splendor, Splendor+, Splendor+ (Limited Edition), Super Splendor, Splendor
NXG,Splendor PRO
 Hero Impulse launched in 2011 after the separation of hero and Honda. Its India's first
off-road and on road Bike.

Suppliers

It is reported Hero Honda has five joint ventures or associate companies, Munjal Showa, AG
Industries, Sunbeam Auto, Rockman Industries and Satyam Auto Components, that supply a
majority of its components.[22
33
Type Public company
BSE: 500182
Traded as NSE: HEROMOTOCO
BSE SENSEX Constituent
Industry Automotive
Founded 19 January 1984 (Gurgaon)
Founder(s) Brijmohan Lall Munjal
Headquarters New Delhi, India
Brijmohan Lall Munjal (Chairman)
Key people
Pawan Munjal (MD & CEO)[1]
Motorcycles, scooters, three-wheeler
Products
vehicles and spare parts
23,579.03 crore (US$4.27 billion)
Revenue [2]

Operating 2,597.07 crore (US$470.07

income million) (FY 2010-2011)
2,378.13 crore (US$430.44
Net income
million) (2011) [3]

Parent Hero Cycles

Website www.heromotocorp.com

SUPPLY CHAIN

(An Initiative of Hero MotoCorp for protecting and preservation of Environment)

34
Rapid industrialization and advanced technological changes have put Indian economy on fast
growth. But such developments pose, unprecedented challenges to human society in term of
climatic and environmental degradation. Therefore the people and governments have come
forward to dealt with environmental threats and also to explore many opportunities so as to
address the environmental issues and also to create a sustainable environmental future for all.

We at Hero MotoCorp are continuously striving for synergy between technology, system and
human resources, to provide products and services, to meet the aspiration of our valued
customers that too, demonstrating our "WE CARE" philosophy. While doing so, we maintain the
highest standards of ethics and societal responsibility, constantly innovate the products and
process and work in partnership with our supply vendors to take the organization to new
excellences. We believe that our vendors and dealers are key stakeholders and partners to work
towards the goal of sustainable development.

Green Vendor Development Programme refers to the way in

which organizational innovations in industrial supply chain
management may be considered in the context of the
environment. Organizations which act proactively not only
to identified but also to implement actions in process /
operation so as to address environmental issues.

Green Vendor Development Programme (GVDP) encourages a collaborative effort between

Hero MotoCorp and its suppliers to achieve Hero MotoCorp's overall corporate environmental
goal. GVDP calls for partner companies to demonstrate their commitment towards improved
environmental performance and striving for continual improvement.

Six pillars have been assigned to GVDP model which are Energy management, Water
management, Waste minimization, Prevention of Pollution, Substitution of hazardous chemical
and Environmental compliance management. Partner vendors are given specific training on all
six pillars of GVDP and mapping of processes/equipments is carried out based on logical
analysis so as to identify the gaps or significant environmental aspect and accordingly

35
improvements projects are undertaken for implementation. The programme works on PDCA
approach.

HMCL also endeavors to provide a platform on which the vendors can share their environment
achievements and problems encountered during implementation of the green vendor program.
The objective of this meet is to share success stories on environmental improvements that can be
replicated at other vendor facilities. This platform lays the foundation for a mutually beneficial
eco-future.

We understand that environmental protection is our responsibility towards our future generations
and thus while providing our customers with supreme quality of products and services it is
important for us to ensure that environmental considerations are given utmost importance. We
will continue taking initiatives towards environmental protection and base all our business
decisions on environmental considerations.

NEW PRODUCTS

36
 Hero MotoCorp Splendor Hero Moto Corp Passion
Hero MotoCorp Splendor NXG
Plus Plus

Hero Motorcorp Karizma R Hero MotoCorp Glamour Hero MotoCorp CD Delux

Hero Honda Hunk Hero Moto Corp Impulse Hero Honda Karizma ZMR

Hero MotoCorp CBZ Xtreme

ATFT

Contract us:

Registered Address

37
34, Community Centre,
Basant Lok,,Vasant Vihar
New Delhi
Delhi
110057
Tel: 011-46044100 011-26142451
Fax: 011-26143321/26143198
Email: [email protected]
Website: http://www.heromotocorp.com
Group: Hero Group

Registrars

Karvy Computershare Private Ltd. Plot No. 17-24,

Vittal Rao Nagar,
Madhapur,
Email: [email protected]
Website: http://www.karvy.com

38
Management - Hero Motocorp

Name Designation
Brijmohan Lall Munjal Chairman / Chair Person
Anand C Burman Non.Exe.Independent Director
Analjit Singh Non.Exe.Independent Director
Sunil Kant Munjal Joint Managing Director
Pradeep Dinodia Non.Exe.Independent Director
Ravi Nath Non.Exe.Independent Director
Name Designation
Pawan Munjal Managing Director & CEO
Pritam Singh Non.Exe.Independent Director
Suman Kant Munjal Non Executive Director
V P Malik Non.Exe.Independent Director
Meleveetil Damodaran Non.Exe.Independent Director
Paul Edgerley Non Executive Director

39
 FINANCIAL POSITION

Balance Sheet of Hero Motocorp ------------------- in Rs. Cr. -------------------

Mar '12 Mar '11 Mar '10 Mar '09 Mar '08

12 mths 12 mths 12 mths 12 mths 12 mths

Sources Of Funds
Total Share Capital 39.94 39.94 39.94 39.94 39.94
Equity Share Capital 39.94 39.94 39.94 39.94 39.94
Share Application Money 0.00 0.00 0.00 0.00 0.00
Preference Share Capital 0.00 0.00 0.00 0.00 0.00
Reserves 4,249.89 2,916.12 3,425.08 3,760.81 2,946.30
Revaluation Reserves 0.00 0.00 0.00 0.00 0.00
Networth 4,289.83 2,956.06 3,465.02 3,800.75 2,986.24
Secured Loans 994.85 1,458.45 0.00 0.00 0.00
Unsecured Loans 0.00 32.71 66.03 78.49 132.00
Total Debt 994.85 1,491.16 66.03 78.49 132.00
Total Liabilities 5,284.68 4,447.22 3,531.05 3,879.24 3,118.24
Mar '12 Mar '11 Mar '10 Mar '09 Mar '08

12 mths 12 mths 12 mths 12 mths 12 mths

Application Of Funds
Gross Block 6,308.26 5,538.46 2,750.98 2,516.27 1,938.78
Less: Accum. Depreciation 2,522.75 1,458.18 1,092.20 942.56 782.52
Net Block 3,785.51 4,080.28 1,658.78 1,573.71 1,156.26
Capital Work in Progress 193.95 125.14 48.14 120.54 408.49
Investments 3,964.26 5,128.75 3,925.71 3,368.75 2,566.82
Inventories 675.57 524.93 436.40 326.83 317.10

40
Sundry Debtors 272.31 130.59 108.39 149.94 297.44
Cash and Bank Balance 56.10 47.75 1,863.48 217.49 130.58
Total Current Assets 1,003.98 703.27 2,408.27 694.26 745.12
Loans and Advances 926.99 783.48 438.46 325.80 196.37
Fixed Deposits 20.72 23.77 43.73 2.08 0.51
Total CA, Loans & Advances 1,951.69 1,510.52 2,890.46 1,022.14 942.00
Deffered Credit 0.00 0.00 0.00 0.00 0.00
Current Liabilities 3,520.66 5,316.40 3,965.69 1,678.93 1,455.57
Provisions 1,090.07 1,081.07 1,026.35 526.97 499.76
Total CL & Provisions 4,610.73 6,397.47 4,992.04 2,205.90 1,955.33
Net Current Assets -2,659.04 -4,886.95 -2,101.58 -1,183.76 -1,013.33
Miscellaneous Expenses 0.00 0.00 0.00 0.00 0.00
Total Assets 5,284.68 4,447.22 3,531.05 3,879.24 3,118.24

Contingent Liabilities 252.62 131.90 73.04 100.54 56.37

Book Value (Rs) 214.83 148.03 173.52 190.33 149.55

Source : Dion Global Solutions Limited

41
 PHOENIX MOTORS PROFILE

PHOENIX MOTORS Pvt Ltd., is one of the biggest Hero Moto Corp show rooms in the

state. PHOENIX MOTORS Pvt Ltd., Was established on 21 st march 2003 as Hero Moto

Corp authorized dealer. Mrs. Madhumathi is the Managing Director of the company.

PHOENIX MOTORS Pvt Ltd., is selling around 850 vehicles per month and around 120

employees are working in the company. Marketing and sales department has one

Marketing Manager, four Marketing Executives and 12 members’ sales team.

PHOENIX MOTORS Pvt Ltd. has a huge automated workshop for servicing of the

vehicles. Daily around 100 vehicles are serviced and repaired in the servicing center.

Workshop has one manager, four member Tech supervisors and skilled mechanics.

PHOENIX MOTORS Pvt Ltd. Had linked with HDFC, ICICI and Central Banks to finance

the customers who wish to buy the vehicles in finance.

42
PRODUCT INFORMATION

The Hero Moto Corp Passion Plus is a cosmetic upgradation of the Hero

Moto Corp Passion that involves two tone colors, body colored mirrors, white dial

instrument cluster and a wider pillion grip. It has included new bright multi-reflector

headlight, tall light and indicators that provides improved safety while driving

Company Stroke Maximum Power Displacement

Hero Moto Corp

4-Stroke 7.5 PS at 8000 rpm 97.2 cc
Motors Ltd.

Striking Features

 Aluminium die cast rear grip

 Heat protector on the muffler

 New dials in the instrumental panel

 Multi-reflector winkers

 Wider wheel base

 Large storage space with locking facility

 Broad rear tyre

43
COLER VARIANY

 Moon yellow

 Cloud silver

 Amranth maroon

 Tornado grey

 Tahitian blue

 Black with magna red stripes

 Black with purple stripes

 Candy blazing red

 Turquoise blue

 Tasmanian green

 Black with orange stripes

PRICE TAG

Rs. 48,250

(The prices are to the close approximation. Please check the latest prices and variant

specifications with your dealer.)

44
CHAPTER-4

 DATA ANALYSIS

45
CUSTOMER RELATIONSHIP:

      To entertain the customers the showroom providing a customers huge having pool game,
Internet facility and television with home theatre system. They provide bike maintenance
programs on every week.   According to other dealers PHOENIX motors in first in sales and best
in service. They treat customer, is the very important person at PHOENIX motors customer
satisfaction is their motto, why because, the well satisfied customer is the best advertisement.
They provide better value for the customers and as well as employees also. At PHONIX motors
the customer is the boss.

SOCIAL SERVICE ACTIVITIES     

  PHOENIX Motors participates in social service activities. The Phoenix motors organize
a BLOOD DONATION CAMP for the trust in every year. They motivated on the customers to
participated in this camp and also provide Certificate for the customers.

46
 QUESTIONNAIRE AND INTERPRETATION WITH GRAPHS:

1) Income per month

a) Less than 6000K b) 6001K -10000K

c) 10001K-15000K d) Above 15000K

Less than 6000K 6001K -10000K 10001K-15000K Above 15000K

5 24 42 29

5%

29%
24%
Less than 6000K
6001K -10000K
10001K-15000K
Above 15000K

42%

Interpretation:

By the above pie chart we know that the customers have an income per month , 10,000 to
20,000 is 42%, above 15000 are 29%, between 6,000 and 10,000 are 24% and less than 6000 are
5%.

47
2) Do you have BIKE?

a) YES b) NO

YES NO

97 3

YES
NO

Interpretation:

By the above pie-chart we know that 97% of the respondents are having their bike and 3% are
living without bike. So the study is concentrated on both the type of respondents.

48
3. Did you hear about HERO MOTOCORP bike?

a) YES b) NO

YES NO

95 5

5%

YES
NO

95%

Interpretation:

By this pie-chart we can understand most of the respondents know about the HERO
MOTOCORP bike.

49
4. Are you using HERO MOTOCORP bike?

a) YES b) NO

YES NO

67 33

33%

YES
NO

67%

Interpretation:

By the above pie –chart we know that 67% respondents are using HERO
MOTOCORP bike and rest of the 33% respondents are not using HERO MOTOCORP bike.

So we have to concentrate more on those 33% as well as 67% respondents.

50
5 YES, What is your rating factor for Bike which you will give

RATING FACTOR GOOD FAIR BAD

Quality
62 4 1
Price
46 20 1
Longevity
55 12 0
Others (_)

Rating factor for reliance products

70

60

50
QUALITY
40 PRICE
LONGEVITY
30

20

10

0
GOOD FAIR BAD

Interpretation:

By the above bar-chart we know that out of 100 respondents 67% have used the Hero Motocorp.
Out of 67% respondents 62% people rated good quality, 4% respondent’s rated fair quality and
remaining 1% respondents rated bad quality.

Out of 67% respondents 46% respondents rated good price, 20% respondents rated fair
quality and remaining 1% respondents rated bad price.

Out of 67% respondents’ 55%respondents rated good longevity and 12% respondent’s
51
rated fair longevity.

6. If YES, how do you heard about HERO MOTOCORP Products

a) Electronic media b) Print media

c) Sales person d) others ( )

Electronic media Print media Sales person others

17 51 16 11

12%
18%

17%
ELECTRONICMEDIA
PRINTMEDIA
SALESPERSON
OTHERS

54%

Interpretation:

By this pie-chart we can analyze that most of response came from news paper promotion is 54%,

Through electronic media is 18%, sales persons is 17% and rest of them by others, by this we
known that paper ads are best than others.

52
7) What way you think promotion of HERO MOTOCORP Products

Should be done

a) Offers b) Advertisement

c) Free Service d) others ( )

Offers Advertisement Advertisement Free Service Free service and offers All the
above
And offers

8 10 17 42 5 6

what do you think promotions

should be done

offer advertisement
free service offers & advertisement
5% 6% 8% advertisement & free offers & free service
service
allthe above
12% 17%
10%

42%

Interpretation:

By this pie-chart we know that the promotions should be done by free service and advertisement.
53
PRODUCT PERFORMANCE

8. Which following future made you to buy Reliance?

1) Quality 2) Price 3) Brand Name 4) Free service

SL.NO OPTIONS RESPONSE`

1 Quality 48

2 Price 13

3 Brand name 27

4 Free service 12

Source: customer survey (primary data)

RESPONSE`

1 Quality
2 Price
3 Brand name
4 Free service

Interpretation:

From the above analysis we conclude that among 100 customers 48% of the
customers buy Hero Motocorp basing on Quality, 13% basing on price, 27% basing
on brand and 12% on free service offer.

9. Since how long you have been using Hero Motocorp bike.
54
 1) <1 year 2) 1 to 3 years 3) Above 3 years

SL.NO OPTIONS RESPONSE`

1 < 1 year 17

2 1 to 3 years 52

3 Above 3 years 31

Source: customer survey (primary data)

PERIOD OF USING bike

Above 3
years < 1 year
31 17

1 to 3
years
52

Interpretation:

From the above analysis out of 100 customers when a question was raised
regarding the duration period they have been using the Hero Motocorp. The
responded was less that 1 year is 17%, between 1-3 years 52% and above 3 years
31%.

10. Are you satisfied with the performance of your bike?

55
 1) Completely satisfied 2) Satisfied 3) Not satisfied

SL.NO OPTIONS RESPONSE`

1 Completely satisfied 69

2 Satisfied 29

3 Not satisfied 2

Source: customer survey (primary data)

Satisfaction of the attributes provided by Hero Motocorp

Satisfied Not satisfied

29% 2%

com-
pletely
satisfied
69%

Interpretation;

From the above analysis we conclude that 69%of the cistomers are completely satisfied,
29% are just satisfied and 2% of the respondents are not satisfied .

11. How comfortable are you while Driving ypur bike ?

1) Good 2) Average 3) Poor
56
 SL.NO OPTIONS RESPONSE`

1 Good 95

2 Average 5

3 Poor 0

Source: customer survey (primary data)

Comfortness while driving

Average
5%

Good
95%

Interpretation:

From the above analysis wee can conclude that out of 100 customers, 95% of the customers
felt good, 5% average ragarding the customers.

12. Did you experience any problem with your bike ?

1) Yes 2) No

57
 SL.NO OPTIONS RESPONSE`

1 Yes 17

2 No 83

Source: customer survey (primary data)

Problems with Hero Motocorp

Ye
s
17
%

No
83%

Interpretation;

From the above analysis we conclude that out of 100 respondents 17% of the respondents
experienced problems with their phone and 83% of the respondents said that they have not
experienced any problem with the Bike.

13. Would you like to change your bike?

1) Yes 2) No
58
 SL.NO OPTIONS RESPONSE`

1 Yes 98

2 No 2

Source: customer survey (primary data)

Changing Bike

RESPONSE`

1 Yes
2 No

Interpretation:

From the above analysis we conclude that 2% of the customers wanted to change their bike
and 98% of the customers said not regarding the idea to change their choice from Hero Motocorp
to other’s competitors .

Service appointment

14. Is the appointment system useful to you?

59
 1) Completely 2) Useful 3) Not useful

SL.NO OPTIONS RESPONSE`

1 Completely 25

2 Useful 73

3 Not useful 2

Source: customer survey (primary data)

Appointment system

Not useful
2% Completely
useful
25%

Useful
73%

Interpretation;

Among the 100 customers when a question was raised regarding the usefulness of service
appointment system 25% of the respondent said completely useful, 73% said useful and 2% said
not useful.

15. Are you satisfied with the courtesy and friendliness of service personal?

1) Completely satisfied 2) Satisfied 3) Not satisfied

60
 SL.NO OPTIONS RESPONSE`

1 Completely satisfied 36

2 Satisfied 54

3 Not satisfied 10

Source: customer survey (primary data)

Courtesy and friendliness of service personal

Not satisfied
10% Com-
pletely
satisfied
36%

Sat -
isfied
54%

Interpretation:

From the above analysis we conclude that 36% of the customers are completely satisfied,
54% of the customers are satisfied and 10% of the customers are not satisfied regarding the
courtesy and friendliness of the service personnel.

16. Are you satisfied with infrastructure and customer lounge facilities?

1) Completely satisfied 2) Satisfied 3) Not satisfied

61
 SL.NO OPTIONS RESPONSE`

1 Completely satisfied 44

2 Satisfied 54

3 Not satisfied 2

Source: customer survey (primary data)

Infrastructure and customer lounge

Not satisfied
2% Com-
pletely
satis-
fied
44%

Sat -
isfied
54%

Interpretation:

From the above analysis we conclude that among 100 respondents 44% of the customers
are completely satisfied, 54% of the customers are satisfied and 2% of the customers are not
satisfied regarding the infrastructure and customer lounge facilities.

17. Are you shuffled from one sales person to another at the time of purchase?

62
 1) Yes 2) No

SL.NO OPTIONS RESPONSE`

1 Yes 0

2 No 100

Source: customer survey (primary data)

Shuffled form one sales person to another

No
0%

Interpretation:

From the above analysis we conclude that 100% of the customers responded that they
have not been shuffled one sales person to another at the time of purchase.

18. Do you get the information from service advisor on the services to be performed?

63
 1) Completely 2) Adequately 3) Partially

SL.NO OPTIONS RESPONSE`

1 Completely 37

2 Adequately 54

3 Partially 9

Source: customer survey (primary data)

Information from service advisor

Partially Com-
9% pletely
37%
A
d
e
q
u
at
el
y
5
4
%

Interpretation:

From the above analysis we come to conclusion that 37% of the customers are getting
complete information from service advisor and 54% are getting adequately and 9% of the
customers are getting partial information regarding the services to be performed.

19. Are you getting clear explanation of the service performed and charges at the time of
delivery?

64
 1) Yes all the time 2) Mostly 3) Sometime

SL.NO OPTIONS RESPONSE`

1 Yes all the time 29

2 Mostly 56

3 Sometime 15

Source: customer survey (primary data)

Explanation from the service person

Some Yes all

time the
15% time
37%

M
o
s
t
l
y
5
6
%

Interpretation:

From the above analysis we conclude that out of 100 customers 29% of the customers
said all the time they are getting cleared explanation and 56% said mostly and 15% of the
customers are getting only sometime about the services performed and charges at the time of
delivery.

65
 CHAPTER-5
 FINDINGS

 CONCLUSION

 SUGGESTIONS

 BIBILOGRAPHY

FINDINGS

 The company is advertisement is not fair and is not reaching to all people.

 The advertisement is difficult to understand.

66
  HERO MOTOCORP is not concentrating on the promotional activities for the customers

and for the retailers.

 HERO MOTOCORP is not giving gifts for the customers.

 The company is not concentrating on other types of advertising media.

 The package design is not communicative and eye catching, so package design and color

have to blend harmoniously to make the package communication effective.

 Network is not reaching to rural villages.

 The company is not conducting road shows so as to get awareness in the public about the

product and services.

 Improve the marketing personnel and they should give full knowledge to the customers

and retailers.

 HERO MOTOCORP must improve their personnel selling direct contacting customers to

give awareness of their products.

SUGGESTIONS

 HERO MOTOCORP is not giving gifts for the customers.

67
 The company is not concentrating on other types of advertising media.

 The package design should be communicative and eye catching, so package design and
color have to blend harmoniously to make the package communication effective.

 Network should be expanding to rural villages.

 Reduce the Tariff rates to increase the market share.

 The company should conduct road shows so as to get awareness in the public about the
product and services.

 Improve the marketing personnel and they should give full knowledge to the customers
and retailers.

 The offers should be fairer and should also necessary to bring new models with
fascinating offers.

 It will help full in Increasing of Sales if The HERO MOTOCORP brings cards for the
different groups of people such as, Students, Employees, Girls etc.,

CONCLUSION

68
 From project conclude that promotion of any service can be successfully executed by

creating awareness through word of mouth and by maintaining the service according to

Advertising and Sales Promotional Activities.

ANNEXURE

69
 SURVEY ON PROMOTIONAL ACTIVITIES OF RELIANCE
COMMUNICATION

CUSTOMER PROFILE

Name :

Age :

Sex (m/F) :

Occupation :

Marital status :

Address :

Mobile No :

QUESTIONNAIRE

1) Income per month{ }

a) Less than 6000K b) 6001K -10000K

c) 10001K-15000K d) Above 15000K

2) Do you have Bike?{ }

a) YES b) NO

3) Did you hear about HERO MOTOCORP Products? { }

a) YES b) NO

70
4. Are you using HERO MOTOCORP Products? { }

a) YES b) NO

5. YES, what is your rating factor for sim cards which you will give? { }

RATING FACTOR A) GOOD B) FAIR C) BAD

6. If YES, how do you heard about HERO MOTOCORP Products{ }

a) Electronic media b) Print media

c) Sales person d) others ( )

7 . What way you think promotion of HERO MOTOCORP Products

Should be done{ }

a) Offers b) Advertisement

c) Free Service d) others ( )

8. Which following future made you to buy Hero Motocorp?{ }

1) Quality 2) Price 3) Brand Name 4) Free service

9. Since how long you have been using Hero Motocorp bike.{ }

1) <1 year 2) 1 to 3 years 3) Above 3 years

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10. Are you satisfied with the Performance of your bike?{ }

1) Completely satisfied 2) Satisfied 3) Not satisfied

11.How comfortable are you while using your bike ?{ }

1) Good 2) Average 3) Poor

12.Did you experience any problem using your bike ?{ }

1) Yes 2) No

13.Would you like to change your bike{ }

1) Yes 2) No

14.Is the appointment system useful to you?{ }

1) Completely 2) Useful 3) Not useful

15. Why did you choose this specific dealer? { }

1) Convenient location 2) Speedy service 3) Open on convenient hours

16. Are you satisfied with the courtesy and friendliness of service personal? { }

1) Completely satisfied 2) Satisfied 3) Not satisfied

17. Are you satisfied with infrastructure and customer lounge facilities?{ }
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 1) Completely satisfied 2) Satisfied 3) Not satisfied

18. Are you shuffled from one sales person to another at the time of purchase?{ }

1) Yes 2) No

Any suggestions

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 BIBLIOGRAPHY

Books referred : Philip Kotler

MODERN MANAGEMENT ---- R.S.N.PILLAI

NEWSPAPERS ---- THE HINDU

THE ECONOMIC TIMES

DECCAN CHRONICLE

THE TIMES OF INDIA

Primary data : employees & Customers

Website : www.heromotocorp.com.

www.autoindia.com

www.bikeworld.com

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