A REPORT ON

SUMMER INTERNSHIP/PROJECT WORK

for

D VIVID CONSULTANT, AHMEDABAD

Submitted to

INDUKAKA IPCOWALA INSTITUTE OF MANAGEMENT (IIIM)

CHAROTAR UNIVERSITY OF SCIENCE AND TECHNOLOGY
(CHARUSAT)-CHANGA

Preparedby
ASHLESHKOHTI
22MBA043
M.B.A Second Year

Under the Guidance of

DR. HARDI RAVAL

INDUKAKA IPCOWALA INSTITUTE OF MANAGEMENT (I2IM)

CHAROTAR UNIVERSITY OF SCIENCE AND TECHNOLOGY (CHARUSAT)
AT.& PO. CHANGA–388 421 TA: PETLAD DIST. ANAND, GUJARAT

July 2023

1
CERTIFICATE

2
CERTIFICATE FROM THE FACULTY GUIDE

This is to certify that the summer internship/project report titled ‘TO MEASURE THE IMPACT OF
TELESALES STRATEGIES IN CUSTOMER ACQUISITION WITH D-VIVID CONSULTANCY
SPECIAL REFERENCE GUJARAT AHMEDABAD’ submitted towards partial ful fillment for the
requirement of Master of Business Administration degree by Mr. Ashlesh koshti with university register
number 22MBA043 is an original work done by him.

3
 TABLE OF CONTENTS
Sr. No Topic Page No.
1 Executive Summary 6

2 Part 1 – Organizational Profile 7

3 Chapter 1- Introduction 8
4 Chapter 2 – The Company / Organization 11
5 2.1 Vision 11
6 2.2 Mission 11
7 2.3 Management structure 11
8 2.4 Services 12
9 Chapter 3- Functional areas 15
10 3.1 Markets and Marketing 15
11 3.2 Human Resource Management 18
12 3.3 Finance and Accounts 19
13 Chapter 4 – Decision Making 21
14 4.1 Strategic decision areas and decision making process 21
15 4.2 Tactical and operating decisions and decision making at D 22
Vivid Consaltant
16 4.3 Formal and informal power relations 23
17 Chapter 5 Swot Analysis of D Vivid Consaltant 25
18 Chapter 6 Tasks and activities performed at the organization 27
19 Chapter 7 My learning from the study of the organization 30

20 Part 2 – Research Study 31

21 Chapter 1- Introduction 32
22 Chapter 2- Literature Review 33
23 Objectives of the study 35
24 Limitations of the Study 35
25 2.1 Benefits of ERP systems 36
26 2.2 Implementations of ERP systems 37
27 2.3 Implementation Strategy 38
28 2.4 Management and ERP systems 38
29 Chapter 3 – Employee life- cycle management 39
30 3.1 General structure of Pagarbook and ERP Management 43
system
31 3.2 Places where Pagarbook has been adapted, with 45
references
32 Chapter 4- Research Work 46
33 Chapter 5 – Flaws , Opportunities and scope of Improvement 71
in Pagarbook software
34 Chapter 6 - Recommendations 74
35 Chapter 7 – Conclusions and References 75
36 Questionnaire 77

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 EXECUTIVE SUMMARY

D VIVID Consultant Pvt Ltd is a registered and licensed visa consulting firm that is based in
Ahmedabad City – Ahmedabad. The firm handles several aspects of visa related services;
services such as assisting individuals in obtaining visas and gaining knowledge based career
assistance.
We are aware that to run a standard visa consulting firm can be demanding which is why we
are well trained, certified and equipped to perform excellently well. D VIVID Consultant Pvt
Ltd is a client – focused and result driven visa consulting firm that provides broad- based
services at an affordable fee that won’t in any way put a hole in the pocket of our clients.

We will offer a standard and professional visa consulting services to all to our individual
clients, and corporate clients at national, and international level. We will ensure that we work
hard to meet and surpass our clients’ expectations whenever they hire our services.

At D VIVID Consultant, our client’s best interest would always come first, and everything
we do is guided by our values and professional ethics. We will ensure that we hire
professionals who are well experienced in the visa consulting industry. We will ensure that
we hold ourselves accountable to the highest standards by meeting our client’s needs
precisely and completely. We will cultivate a working environment that provides a human,
sustainable approach to earning a living, and living in our world, for our partners, employees
and for our clients. D VIVID Consultant has well over more than 7 years of experience
working at various capacities within the visa consulting industry at Ahmedabad, Gujarat.
Our plan is to position the business to become the leading brand in the visa consulting
industry in the whole of Ahmedabad City – Ahmedabad, and also to be amongst the top 20
visa consulting firms in Gujarat, India within the first 10 years of operations.
This internship report contains five chapters in the following order: information about the
organization, Management of the internship exercise, Findings/Observations during
internship,details of Marketing, HR, Finance, Conclusions, and way forward of the
internship attachment.The organization was suitable for internship attachment because it has
trained and qualified personnel additionally they are so interactive and willing to be
consulted.

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 PART–I
ORGANIZATIONAL PROFILE

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 CHAPTER 1. INTRODUCTION

D-Vivid Consultant is a leading overseas education consultant in Ahmedabad that

equips aspiring students with correct guidance to accomplish their dream of studying
abroad.
Established in the year 2016, we at D-Vivid Consultant have been honored as the
official representative of several top-ranking universities and colleges in US/Canada.
The positive response and feedback from our students have helped us to emerge as one
of the best student visa consultants in Ahmedabad.
We conduct counseling sessions, seminars, and spot admissions by university
delegations at regular intervals to assure world-class services to our students. Our
expertise in countries like USA, Canada, UK, New Zealand, and Australia has helped
students secure their future with international degrees.
We offer several valuable and quality services, putting to use our expertise and vast
experience. Quality assurance is our specialty and our satisfied clientele will vouch for
the fact that providing maximum support and a committed service all the way through
is our only passion!

Student Visa Consulting Services-

1)F1 Visa Services

2)Certification and Training
3)LinkedIn Maker Over
4)Resume Preparation
5)After Visa Guidance
6)USA Internship Advise
7)Mock Interview Preparation

COMPANY DETAILS-

Website: http://dvividconsultant.com/

Organization: Education Administration Programs

Company size: 25-30 Employees

Headquarters: AHMEDABAD, GUJARAT

Type: Self-Employed

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 Founded: 2016
Specialties: Business Consulting, Certification & Training, Student Visa Guidance,
Resume Preparation, Mock Interview Advice, After Visa Guidance, Canada University
Expert, Canada Student Visa, USA Student Visa, Ph.D. Admission Consultant, Master
Degree Admission Consultant, Career Counselling, Abroad Education, Overseas
Education Consultant, and Career guidance

Benefits of approaching D VIVID Consultancy for Visa Procedures:-

Convenience:
Visa consultants take on the burden of handling the applicants' tedious manual work.
In-depth knowledge:
Visa consultancies are backed by a team of experts.
Assistance in visa point calculation:
Certain visas follow a point-based system. Experienced visa consultants can calculate the
points accurately.
Time and money-saving:
The fees for immigration consulting are far less than the time and money you would spend
working alone.
Professional Assistance:
A professional assistance will always be by your side through the process.
Overcoming challenges with feasible solutions:
Professional visa agencies offer practical solutions to them quickly.
The best chance at success:
A highly skilled and professional visa consultation can assist you in overcoming unexpected
obstacles.

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Renewing the visa:
Your visa consultant can assist you in renewing your visa once it expires.
Peace of mind:
A professional visa consultant helps you at every step.

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 CHAPTER 2. THE COMPANY/ORGANISATION

2.1 VISION

To Make Global Education Accessible to Everyone at D-Vivid Consultant, we provide a

gamut of services to facilitate seamless international education. Our organization stands tall
on the pillars of trust, knowledge, and commitment to provide you with all your
requirements for international visa and immigration for the purpose of education, leisure or
migration.

We are recognized as a leader: We prepare today’s learners for tomorrow’s communities and
work places and create an environment among students and seekers of future career that
there is an Ocean of Opportunities Overseas.

2.2 MISSION

To Emerge as the Best Overseas Education Consultant Worldwide we are a provider of

innovative study opportunities at global destinations and aspire to be able to serve our
students as the best overseas education consultant. As a student-centric organization, we
deliver customized, need-based and highly personalized solutions for students aspiring to
study overseas and pursue their dream career.

The mission of the consultancy is to counsel the students to choose the best higher education
for them according to their aptitude and coach them in gaining the required bands or marks
in competitive exams, and show them the path to success. As there are many people who are
wandering in search of a guide to light the way to explore the career in abroad, we counsel
them and guide them and train them to reach their destination where their dreams will come
true.

2.3 MANAGEMENT STRUCTURE

Professionally managed, D Vivid Consultant is headed by a young entrepreneur, Mr.

Darshan Shah, the CEO and its founder, with the help of a professional and efficient staff.
Mr. Darshan Shah is good on social / people skills and competent in the job he handles, he
has wide business contacts, is well-connected with several cultural groups, and brings a high
degree of professionalism to the organisation.

Mr. Manan Shah is the envisioned partner of the company. He is known for his management
skills, in terms of managing the visa department and organizing events with the support of
the senior staffs.

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2.4 SERVICES

As a foreign education consultant we have the highest success rate (western India) in
enrolling students to reputed institutes abroad. We offer all services related to foreign
education at our state-of-the-art office in Ahmedabad. Our team of counsellors will take care
of everything, right from the time you register with us. Our knowledge bank is updated with
latest pre-requisites and formalities of every partner institutes, so that you do not have to
worry about missing out on forms, documents and other important processes. No matter
what course you want to pursue, with our support, you can achieve your dream of studying
abroad without any hassles.

For IELTS & PTE Coaching:

• IELTS is recognized by universities and employers across the world.
• PTE Academic is recognized by and the preferred test of GMAC.
• Assistance in preparation for Academic or General Training category of IELTS.

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• Get professional training in Listening, Reading, Writing & Speaking skills.
• Regular mock exams for all modules.
• Access to in-house guide books and well-stocked library.
• 3-month schedule for preparations, with crash course option also available.

IELTS-
• Course Duration: 12 weeks( very according students)
• Crash Batch: 5 weeks
• Score Validity: 2 years

PTE-
• Course Duration: 12 weeks( very according students)
• Crash Batch: 5 weeks
• Score Validity: 2 years

For Visa Consultancy:

1). Counselling
• Access our knowledge bank of courses, universities and countries from across the world.
• Get guidance at all stages from our well-qualified and experienced counsellors.
• Gain simplified, practical solutions for visa processing.

2). Course Selection

• Obtain latest information on courses from the best of universities and institutes.
• Assistance in choosing from a wide-range of courses based on your aptitude, across
universities and countries, depending on the budget and future job prospects.

3). University Selection

• Select from 200+ universities.
• Apply to the right university that offers best career opportunities in your field of interest.

4). Country Selection

• Explore study opportunities in popular as well as upcoming destinations.
• Select country based on various parameters like cost, rules, duration, job prospects, etc.
• Top study destinations: USA, Australia, Canada and UK.

5). University Application & Documentation

• Assistance in preparing your file in compliance with institute-wise document list, rules &

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regulations.
• Assistance in applying to multiple universities and institutes.
• Highest acceptance ratio of Applications.

6). Visa Application & Interview Preparation

• Orientation and training provided for visa interview.
• Conduct mock interviews.
• Additional tips on clearing the interview.

7). Scholarship Assistance

• Full assistance to deserving candidates for scholarship from universities, government and
trusts in India and abroad.
• Scholarships based on academic, IELTS and/or other Foreign Going Competitive Exam
scores.

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 CHAPTER 3. FUNCTIONAL AREAS

3.1 MARKETS AND MARKETING

There are many marketing strategies for VISA consultants that want to boost their
business. The legal sector is a competitive, overpopulated field with new competitors
entering the market to exploit changes in legislation and technology.

These are some of the points relating to Marketing and Sales Executive of the organization:

● Identifies, prioritizes, and reaches out to new partners, and business opportunities.
● Identifies development opportunities; follows up on development leads and contacts;
participates in the structuring and financing of projects; assures the completion of
relevant projects.
● Writes winning proposal documents, negotiate fees and rates in line with company
policy.
● Responsible for handling business research, marker surveys and feasibility studies
for clients.
● Responsible for supervising implementation, advocate for the customer’s needs, and
communicate with clients.
● Develops, executes and evaluates new plans for expanding increase sales.
● Documents all customer contact and information.
● Represents the organization in strategic meetings.
● Helps to increase sales and growth for the organization.

These are the marketing strategies that D vivid employs to attract students:

1). Digital Marketing

Today, social media has evolved into a global platform for connecting with and conversing
with the target audience. Creating brand awareness takes time, patience, and dedication. You
must use each social media channel wisely. Every platform requires unique content and a
distinct strategy. You must first comprehend the algorithm before developing your content
strategy.

Find which social media platform suits your business the best. And then make a content
calendar. Use pictures, videos, stories to build your brand awareness. Run ads on Instagram
and Facebook to create a brand name.
List of platforms that can be used-

● Facebook
● Instagram

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 ● LinkedIn
● Twitter
● YouTube etc.

2). Create A YouTube Channel

Create a YouTube channel and start giving valuable content. Give tips to your customers
about the immigration process. Give them the latest updates and give them knowledge about
rules and regulations. Video content works amazingly in digital marketing strategy.
YouTube is the world's second largest search engine. As a result, your brand should be
present there. Increase the value of people's knowledge. YouTube may be the most effective
platform for increasing brand awareness. YouTube can help you get a job. We can run
various ads on YouTube, such as in-stream ads, bumper ads, and display ads.
3). Use paid advertising
Pay-per-click (PPC) is a way to use search engines to advertise your services, in which you
pay every time someone clicks on your advertisement. It will allow Certified Immigration
Consultant to reach clients at a time when they are researching for migration services. You
can also run search ads, display ads, and YouTube ads. You have the option of selecting a
local, regional, or global location. Try Google AdWords. Use an inorganic method to get
results quickly, but also grow organically.
How a Visa consultancy company should run ads?
Always Follow the ABC concept of marketing.
A-Awareness / Attract your audience.
B-Build a relationship.
C-Convert into sales.
Grow your brand organically –
'Organic' refers to growing your brand without spending money on online advertising. Have
a strong social media presence to help your brand grow organically. Social media platforms
are excellent places for your brand to interact with audiences of potential and existing
customers. Blog posts and newsletters can help you reach a wider audience. Make sure your
content is interesting and unique. Provide information in your blog post. Use eye-catching
visuals to attract people.
Post testimonials -
Testimonials are an excellent way to gain the trust of your target audience. Post customer
reviews or testimonials on social media. This is the most effective way to build brand
awareness and a loyal customer base.

4). Optimize your business Website

Certified Immigration Consultant can make the most of their website. Having a website and
an online presence strategy allows you to market your business online. Your website serves
as that "home base" to which customers can return when they want to make a purchase or
learn more about a specific product or service you provide. So, optimize your website.

Tips to Optimize your website-

● Reduce your website bounce rate.

● Increase website speed.
● Improve images for posts.

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 ● Do SEO of your website.
● Get more links.
● Keep your website content up to date.
● Optimize your website design.
● Optimize your website for mobile devices.
Always focus on user experience. Do on-page and off-page SEO of your website.

● The most important thing we did at D VIVID CONSULTANT was telecalling. We

made phone calls and persuaded students about IELTS training and Visa consulting
work.

3.2 HUMAN RESOURCE MANAGEMENT

Organizational Chart-

Some Points to be taken in Consideration are:

● Responsible for overseeing the smooth running of HR and administrative tasks for
the organization.
● Defines job positions for recruitment and managing interviewing process.

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 ● Carries out staff induction for new team members.
● Responsible for training, evaluation and assessment of employees.
● Updates job knowledge by participating in educational opportunities; reading
professional publications; maintaining personal networks; participating in
professional organizations.
● Oversees the smooth running of the daily office activities.

About HR Software used in D VIVID CONSULTANT-

“PAGARBOOK”

Introduction about it:

PagarBook is a payroll and attendance management software for small and medium sized
businesses to manage financial records, employee attendance, pay and work management.
This attendance & payroll management system is a trusted choice for organizations to
manage salary & payments, loans & advances and pay slips. It also provides SMS
notifications for payment & attendance records.

PagarBook payroll management software helps manage all types of wages, be it hourly,
weekly or monthly. It also considers overtime, leaves, late fine, half days and more at the
time of payroll processing. PagarBook automates the attendance process and ensures
accuracy through facial recognition. This payroll software also ensures attendance tracking
for remote employees through selfie and location tracking.

Benefits of PagarBook Payroll Management Software

1. Responsive interface that is easy to use.

2. Best for managing remote staff’s attendance.
3. Hassle-free management of all types of employee payments.
4. Unique feature for handling advanced salary payment for your grey and blue collar
employees.

Features of Pagarbook

1. Attendance Management.
2. Manage staff attendance and record half days, leaves and overtime with PagarBook.
3. Payroll Management.
4. Real Time Sync and Data Backup.
5. Salary Slips, Allowance, Deductions.
6. Bonus Management.
7. Automated Face Recognition Attendance.
8. Selfie/Location Attendance.

Specifications of Pagarbook

● Organization: Any

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 ● Payment: Monthly, Yearly, Transaction Wise
● Customization
● Mobile Support
● Desktop Platforms: Web App, Windows, Mac
● Mobile Platforms: Android, iOS
● Language Support: Bengali/Bangla, English, Gujarati

3.3 FINANCE AND ACCOUNTS

Some Points are-

▪ Responsible for preparing financial reports, budgets, and financial statements for the
organization.
▪ Create reports from the information concerning the financial transactions recorded by
the bookkeeper.
▪ Prepares the income statement and balance sheet using the trial balance and ledgers
prepared by the bookkeeper.
▪ Provides managements with financial analyses, development budgets, and accounting
reports; analyzes financial feasibility for the most complex proposed projects;
conducts market research to forecast trends and business conditions.
▪ Performs cash management, general ledger accounting, and financial reporting for
one or more properties.
▪ Responsible for developing and managing financial systems and policies.
▪ Responsible for administering payrolls.
▪ Ensures compliance with taxation legislation.
▪ Handles all financial transactions for the company.
▪ Serves as internal auditor for the organization.

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 CHAPTER 4. DECISION - MAKING

4.1 STRATEGIC DECISION AREAS AND DECISION- MAKING PROCESS

Meaning of it:

Strategic decision-making is the process of charting a course based on long-term goals and a
longer-term vision. By clarifying your company's big picture goals, you'll be able to align
your shorter term plans with this deeper, broader mission, giving your operations clarity and
consistency. Strategic decision making balances short-term objectives with long-term
objectives and a mission statement that defines your company's overall purpose. Short-term
goals are expressed in quantifiable milestones that allow you to track your progress and
ensure that you are on track with your vision.

Strategic decision-making should begin with a clear understanding of your company's

mission and vision - the reasons you exist as a business. Your company may be dedicated to
providing environmental solutions, or it may simply want to make as much money as
possible. In any case, if you know what you want in the long run, you'll be better positioned
to incorporate these goals and principles into your daily decisions. Begin by writing down
your mission and vision. This statement can be as simple or as complex as you like,
depending on the level of formality you use in your daily business decisions as you run your
company. Even if your mission is only one sentence, the act of thinking about and
articulating this sentence will help you develop a better understanding of what you want.
Having this written statement will also allow you to communicate your long-term vision to
your employees and other stakeholders, allowing them to support the strategic decisions you
make.

Some Considerations about role of D VIVID in Decision-making procedure:

Management effectiveness is increased by recruiting, selecting, orienting, training, coaching,

counselling, and disciplining managers; communicating values, strategies, and objectives;
assigning accountabilities; planning, monitoring, and appraising job results; developing
incentives; creating a climate for offering information and opinions; and providing
educational opportunities. Creates, communicates, and implements the organization's vision,
mission, and overall direction - that is, leads the development and implementation of the
organization's overall strategy. It is in charge of setting prices and signing contracts, as well
as providing business direction. It develops, communicates, and implements the
organization's vision, mission, and overall direction - that is, it leads the development and
implementation of the overall strategy. It is in charge of signing checks and documents for
the company. It evaluates the organization's success. Applying for a visa can be a stressful
experience. With an endless stream of paperwork and documentation, it can quickly become
overwhelming. D VIVID Consultant has the knowledge, experience, and robust processes to
help you navigate complex visa procedures and file your visa application with greater
confidence.

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Each country provides different types of visas based on the purpose of your visit. Most
countries, however, allow you to apply for a visa online. It will take some time for you to
understand the process, gather the necessary documents, and complete the application form.
You must ensure that you meet the eligibility requirements as well as the requirements
specific to the country to which you wish to relocate. Remember that there are different
requirements for a student visa, a tourist visa, a work visa, and so on. To obtain your visa,
you must first understand the specific requirements of the visa you are applying for, then fill
out the application form and follow the other procedures.

This is where a visa counsellor or visa advisor can help you understand the various visas
available and the specific requirements for your visa. A visa counsellor will assist you with
the application process so that you can successfully obtain your visa.

Long-Term Decision- making Strategies at D Vivid Consultant

Long-term objectives are the physical manifestation of your mission and vision. A vision is
an idea, and long-term goals are expressions of how these ideas play out - with milestones
and real-world objectives. These objectives are critical to the strategic decision-making
process because they guide your choices and provide measurable and quantifiable ways to
assess whether you are successfully aligning your company's direction with the values
you've articulated to guide your business.
If your company develops environmentally friendly technologies, you might set a long-term
goal of becoming carbon-neutral within five years. With this goal in mind, you'll make
strategic decisions to reduce your carbon footprint during that time.

Short- Term Decision- Making Strategies at D Vivid Consultant

When you're focused on short-term goals and decisions about day-to-day activities and
issues, it's easy to lose sight of the strategic decision-making process. Short-term goals and
decisions are typically focused on immediate needs, such as increasing cash flow to cover
outstanding bills. Regardless of how urgent and immediate these goals are, your strategic
decision-making process should allow you to proceed with an eye toward both your vision
and your longer-term objectives.

4.2 TACTICAL AND OPERATING DECISIONS AND DECISION- MAKING AT D

VIVID CONSULTANT

"Whenever you see a successful business, someone once made a brave decision." Age is
inversely proportional to risk. The younger the age, the greater the risk appetite, and the
older the age, the lower the risk appetite. They make decisions based on intuition rather than
logic. Their decisions are influenced more by their imagination than by reality. They usually
go by heart rather than head. They don't see any logic, analysis, or rationality. This category
frequently includes young entrepreneurs. These decisions are related to the implementation
of strategic decisions. They are aimed at developing divisional plans, structuring workflows,
establishing distribution channels, and acquiring resources such as men, materials, and
money. These decisions are made at the middle level of management. These decisions affect
the enterprise's day-to-day operations. They have a short time horizon because they are taken

20
repeatedly. These decisions are based on facts about the events and do not require much
business judgement. Lower-level management makes operational decisions. Because
information is required to assist managers in making rational, well-informed decisions,
information systems must focus on the process of managerial decision making. Tactical
decisions are major choices of actions that affect the entire or a significant portion of a
business enterprise. They make a direct contribution to the achievement of the enterprise's
common goals. They have long-term consequences for the business enterprise. They may
entail significant deviations from previous practises and procedures. In general, strategic
decisions are unstructured, so a manager must apply his business judgement, evaluation, and
intuition to define the problem. These decisions are based on a limited understanding of
environmental factors that are both uncertain and dynamic. Such decisions are made at a
higher level of management.

4.3 FORMAL AND INFORMAL POWER RELATIONS

In foraml communication, the chain of communication flows from top to bottom. To begin,
we are divided into various departments such as Telecalling, Documentation work, Visa
filing process, Conselling, IELTS Coaching, Interview Preparation Department, Course
Selection Procedure, Administrative Department, Graphics and Design, and so on, which
allows us to maintain a proper chain of communication. We used to fulfil the requirements
stated by the Organization's Main Head.

● WAY OF COMMUNICATION IN VISA CONSULTANCY FLOWCHART

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● PROFESSIONAL SUPPORT WE GIVE AT D VIVID CONSULTANT

“Yes, you read that correctly.” This is one of the most important roles that visa consultants
play for us. Whether a first-time traveller or not, we all require comfort from someone on
whom we can rely to complete the procedure. Their expertise can provide us with the
assurance we require, and they will handle all of the important details. They not only process
our visas but also advise us on how to present our applications in order to increase our
chances of getting the visas approved. If any last-minute changes occur, we look for
guidance in critical situations when hiring a visa consultant because we may need to provide
additional documents or go for an interview at any time.

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 CHAPTER 5. SWOT ANALYSIS OF D VIVID CONSULTANT
The business consultant team collaborated with our organization's management to conduct a
SWOT analysis for D VIVID Consultant. The following is a summary of the SWOT analysis
performed:

● STRENGTH

Our core strength is the strength of our team; our workforce. We have a team of highly
qualified immigration attorneys and support staff members who are trained, qualified, and
equipped to pay attention to details and deliver excellent immigration consulting services.
We are well positioned, and we are confident that we will attract a large number of
customers from the first day we open our doors for business.

● WEAKNESS

As a new visa consulting firm, it may take some time for our organisation to break into the
market and gain acceptance, particularly from large corporate clients in the already saturated
visa consulting industry; this may be our major weakness. Also, we may not have enough
money to give our company the publicity it deserves.

● OPPORTUNITIES

The opportunities in the architectural services industry is massive considering the number of
construction and real estate companies who can’t do with key services provided by only the
architectural industry. As a standard and well – positioned architectural service firm, we are
ready to take advantage of any opportunity that comes our way.

● THREATS

Unfavorable government policies, the arrival of a competitor within our location of

operations, and a global economic downturn that affects purchasing / spending power are
some of the threats that we are likely to face as a visa consulting firm operating in
Ahmedabad, Gujarat. There isn't much we can do about these threats except hope that things
will continue to work in our favour.

MARKET TRENDS

The visa consulting industry is vast, and it serves both individuals and corporations. The big
catch in this industry is that many people from other countries, particularly developing
countries, will give up everything to migrate to the United States and Canada and become
legal citizens, or to visit, study, and do business there. This is the primary reason why the
visa consulting industry is a thriving business in India.

As a matter of fact, visa consulting firms cum immigration attorneys must comply with local
licensing criteria set out by registration boards and professional associations to obtain
registration in their country or the state they want to operate from. This usually requires

23
applicants to hold an accredited tertiary qualification before they can undertake written tests
of skills, knowledge and abilities. Finally, the geographic distribution of visa consulting
firms and revenue in the industry is determined by population levels and business locations.
Visa consulting firms are typically located in high-population areas, which have higher
migrant levels, which can lead to visa applications for family members and students.

Many industry firms tend to locate near business areas because they use visa consulting
firms for employer sponsored visa applications.

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CHAPTER 6. TASKS AND ACTIVITIES PERFORMED AT THE
ORGANISATION
1). PAGARBOOK-

PagarBook is payroll and attendance management software for small and medium-sized
businesses that manages financial records, employee attendance, pay, and work
management. This attendance and payroll management system is a trusted choice for
organisations to manage salary and payments, loans and advances, and pay slips. It also
sends SMS notifications for payment and attendance records. PagarBook payroll
management software manages all types of wages, whether hourly, weekly, or monthly. At
the time of payroll processing, it also takes into account overtime, leaves, late fees, half
days, and other factors. PagarBook automates the attendance process and ensures accuracy
through facial recognition. This payroll software also ensures remote employee attendance
tracking through selfie and location tracking.

So, as D VIVID Consultant, we were the first in the organisation to use this newly
introduced software. We handled the majority of this software by becoming familiar with all
of its features and benefits. Then, at D VIVID Consultant, we provided detailed training and
explanations of this software to each and every employee. As HR Trainees, we learned how
to manage employee databases such as,

Automatic employee profile synchronization

● Free up your HR staff from repetitive work.

● Employee records captured in Pagarbook.
● People reflect automatically in Pagarbook.

Contextual employee directory updates

Recorded department transfers, work location changes, and designation upgrades get
updated in Pagarbook without any manual intervention.

Up-to-the-minute employee attendance

Integrate with biometric devices to capture the right clock-in and clock-out times for all your
employees.

Integrated leave management

Factor in your employees' leave data based on the monthly cut-off date and calculate
employees' pay by pulling the LOP(Loss of Pay) report in a single click.

2). RECRUITMENT AND SELECTION-

Recruitment assists in categorising applications as under-qualified or over-qualified. This

helps to streamline the process, making it easier to shortlist people who would be ideal for
the job and would help the company grow. The most important thing I've learned from this
task is that recruitment isn't as simple as I originally thought. Choosing the best recruitment
strategy for the job requires a lot of critical thinking and strategy. I've noticed that I look at
job descriptions and advertisements differently now, analysing them rather than just

25
skimming them. The methodology underlying recruitment strategies piqued my interest. The
main goal of this process is to select the best candidate for the post of job you are offering.
This process is very much important for every organization because it creates the best and
comfortable atmosphere in the organization. It is important to list out the skills and
capabilities of that candidate in order to utilize it best in the organization working
atmosphere. Recruitment assists in categorising applications as under-qualified or over-
qualified. This helps to streamline the process, making it easier to shortlist people who
would be ideal for the job and would help the company grow.

We attempted to hire people through Internshala and Naukri.com for the positions of English
Teacher Trainee, Telecaller, Content Writer, and Sales Associate at D VIVID Consultant. We
called several people to set up interviews for positions in our organisation. We carefully
review their resumes/CVs, and if they meet our criteria, we contact them and set up a
meeting.

3) TELECALLING-

Definition:

Some businesses communicate with their customers via phone calls to learn about their
needs and provide them with the best and most timely services and products; this is known
as "telecalling."

The Tasks we performed as a Telecaller in D VIVID Consultant are as under:

● Studying the details of each offering and remaining abreast of updates to these
offerings.
● Obtaining and updating lists of individuals' contact details.
● Calling active and budding clients to encourage to take admission in our consultancy
for IELTS and for visa procedure work.
● Addressing clients' uncertainties, grievances, and suggestions on time.
● Noting important details of each conversation of every client.
● Recording all successful and unsuccessful attempts in ZOHO Application.
● Attending regular team meetings to clarify progress and performance-related
expectations.
● Conducting each of your functions with the utmost respect, regardless of others'
dispositions.
● Providing information about different visa processes over calls and emails as well as
via face to face interactions.
● Candidates have to deal with the clients who are looking for Visas among various
other countries.
● Successful handover of the registered clients to the operation/paralegal team for
further processing.
● Provide consultation to potential & interested clients.
● Maintaining the relationship with clients.
● Regular follow-up with them.
● Updating the client on the status.

26
Learning pic add

27
CHAPTER 7. MY LEARNING FROM THE STUDY OF THE
ORGANISATION
Good communication skills can cut through the mountains of information that flood clients
during the complex visa process. To work as a Visa Consultant, you must be able to
communicate effectively with clients, team members, and government officials.

Building trust with your clients requires a friendly interpersonal connection with them. Your
clients may come from a variety of national, cultural, educational, and religious
backgrounds; you must be sensitive to your clients' comfort zone. You must understand the
context of your client's portfolio and find the best communication channel to explain the
procedure and collaborate with your clients. Using your expertise to benefit everyone while
adding a personal touch will help you stand out as the most trustworthy and dependable
consultant. Whether you own your own visa consulting firm or work as a member of a
consulting team, teamwork is critical to your success. Visa consulting entails a substantial
amount of work that must be completed by multiple team members. As an Visa Consultant,
you must be motivated, energetic, and able to work as part of a team. Work is all about being
able to function smoothly and efficiently within a group. The nature of your work as a
member of a consulting team requires you to acquire the ability to compromise and establish
positive relationships with other members, the ability to encourage and inspire other
members, and the ability to communicate and interpret effectively with other team members.
Effective time management is critical for striking a balance between your work and personal
lives. Furthermore, effective time management enables you to achieve your objectives with
less effort and in less time. An internship is the best way to learn effective time management
strategies. Internships may require you to manage multiple projects at once with strict
deadlines. Because all of these tasks may necessitate regular updates, it is not always
possible to complete a task within the time frame specified. However, as you progress, you
will learn to be consistent with your work and will be able to manage a number of tasks
without missing a deadline. Accountability is an inevitable skill you need to have at the
workplace. Accountability refers to taking responsibility for your work (be it right or
wrong), decisions, performance, etc. Internships teach you to be accountable for your own
work by providing you hands-on experience to the day to day work in the workplace.

During internships, you will frequently be asked to perform tasks that are beyond your
ability. This may apply not only to tasks that are beyond your skill level, but also to tasks
that consume an inordinate amount of your time. You may be assigned projects that require
you to be more present than you have time for, and you may encounter teammates who
refuse to contribute as much as you do. These situations teach you to be assertive and to say
"no" when necessary. In the workplace, assertiveness is a valuable skill. Employees with
strong critical thinking abilities are highly valued by most recruiters. These abilities are
required in all aspects of business as well as in all departments of an organisation. As a
result, in order to succeed in your career, you must learn and practise critical thinking skills.
Internships will assist you in this endeavour. During internships, you may face a new
challenge every day, and as a result of these challenges, you will learn new ways to deal with
a problem. This exercise improves your critical thinking skills by teaching you not to take
something at face value but to truly understand why it may be beneficial, to whom, and
under what circumstances.

28
These all the following skillsets which basically I learned from my organization and which
collectively helped in taking important and favorable decisions while performing the tasks of
HR, Telecaller and Recruitment Process in my organization.

29
 PART-2
RESEARCH PAPER

30
TO MEASURE THE IMPACT OF TELESALES STRATEGIES IN
CUSTOMER ACQUISITION WITH D-VIVID CONSULTANCY SPECIAL
REFERENCE GUJARAT.

ABSTRACT:

A crucial pillar for the development and success of an organization is the dynamic business
environment and bringing in new clients. Telesales has become a standout among the multitude of
tactics available for engaging prospective customers directly, providing a strong instrument for
conversion and fostering loyalty. This study examines the effectiveness of telesales techniques and
how they affect new client acquisition, paying particular attention to D-vivid Consultancy's
operations in Gujarat, India, an economically active and culturally varied state.This research
integrates quantitative analysis with qualitative insights using a wide range of approaches to offer a
comprehensive picture. The quantitative aspect is a careful analysis of customer acquisition trends
both before and after telesales methods were implemented. metrics like lead-to-customer ratios,
conversion rates
The dynamic landscape of business, attracting new customers stands as a fundamental pillar for an
organization's growth and triumph. Within the array of strategies available, telesales has emerged as
a lively and interactive approach to directly engage potential clients, offering a potent tool for
conversion and nurturing loyalty. This study delves into the evaluation of telesales strategies and
their impact on customer acquisition, focusing specifically on the operations of D-vivid Consultancy
situated in the industrious and culturally diverse state of Gujarat, India .Employing a comprehensive
blend of methodologies, this research harmonizes quantitative analysis with qualitative insights to
present a holistic view. The quantitative facet involves a meticulous examination of customer
acquisition trends before and after incorporating telesales strategies. Metrics such as conversion
rates, lead-to-customer ratios, and resulting revenue streams undergo detailed scrutiny over a
predetermined timeframe, thereby shedding light on the tangible influence of telesales on customer
acquisition dynamics. Supplementing the quantitative findings, qualitative data is gathered through
extensive dialogues with D-vivid Consultancy's proficient sales and marketing teams. These
conversations unravel the intricate details of the telesales strategies employed by the organization.
The study navigates through the complexities of strategy implementation, overcoming encountered
challenges, and gauging the resonance of these approaches among potential clients, culminating in a
richly detailed depiction. The results underscore the substantial impact of targeted telesales
strategies on customer acquisition for D-vivid Consultancy. Conversion rates witness a remarkable
increase of accompanied by a notable elevation in lead-to-customer ratios, surging by. Particularly
noteworthy is the surge of revenue generated from new clients following the integration of
telesales, effectively corroborating the effectiveness of telesales in fortifying efforts related to
customer acquisition. Qualitative insights illuminate the strategies that have emerged as pivotal in
achieving this success. Customized communication, adept handling of client concerns, and the
cultivation of genuine rapport emerge as the foundational elements of D-vivid Consultancy's
telesales methodology. Concurrently, challenges faced, including initial client skepticism and the
indispensable need for continuous sales team training, are depicted as inherent aspects of the
process.To conclude, this study establishes the tangible benefits that telesales strategies offer to
initiatives related to customer acquisition. Supported by significant enhancements in conversion
rates, lead-to-customer ratios, and revenue generation for D-vivid Consultancy in Gujarat, the
research underscores the importance of skillful telesales engagement in fostering successful
customer acquisition endeavors. Furthermore, the qualitative insights serve as a guiding compass for
businesses across diverse industries, steering them towards more enriched outcomes in the realm of
customer acquisition.
31
The purpose of this study is to determine the effectiveness of customer acquisition strategies used
by D-Vivid consultancy company, Ahmedabad, Gujarat. The study was conducted by surveying 60
respondents who were looking for consultancy services to migrate to other countries specially for
study purposes.

INTRODUCTION:
The contemporary landscape of business competition, customer acquisition stands as a cornerstone
for organizational growth and success. Effective strategies for customer acquisition, particularly
through telesales approaches, have gained prominence in reaching and engaging potential customers
directly. This study delves into the specific context of D-vivid Consultancy and its telesales
strategies, with a focus on assessing their impact on customer acquisition in Gujarat. As a
specialized entity facilitating various services, D-vivid Consultancy's telesales strategies warrant
exploration to discern the effectiveness of their approach within this unique market. By analyzing
the influence of these strategies on customer acquisition, this research aims to uncover insights that
could contribute to both D-vivid Consultancy's operational efficiency and the broader understanding
of telesales dynamics in Gujarat.

Today's environment of intense economic competition, acquiring new clients is essential to the
development and success of any corporation. In order to connect and engage potential consumers
directly, effective customer acquisition tactics, notably through telesales approaches, have gained
importance. In order to evaluate the effect of D-vivid Consultancy's telesales methods on customer
acquisition in Gujarat, this study examines the particular setting of the company and its telesales
strategies. D-vivid Consultancy is a specialist organization that offers a range of services, thus it is
important to investigate their telesales tactics to ascertain how effective they are in this particular
market. This study intends to gain insights into these tactics' effects on customer acquisition in order
to improve D-vivid Consultancy's operational effectiveness and our overall grasp of Gujarati
telesales dynamics.

D-vivid Consultants serves as a comprehensive destination for individuals aspiring to pursue higher
education abroad, primarily in countries like the USA, UK, Canada, and Australia. The company
offers multifaceted services, functioning as both a visa consultancy and an educational center
providing training for IELTS, PTE, and DUOLINGO exams. With a primary focus on assisting
students, D-vivid excels in providing the guidance and skills necessary to fulfill their dreams of
studying abroad. The firm's core operational domains revolve around addressing the needs of
aspiring international students, offering them guidance and training. The company employs a
combination of telephonic and digital marketing strategies to effectively reach and cater to a
targeted audience of like-minded individuals aspiring for overseas education. Utilizing tools such as
ZOHO and CRM, D-vivid efficiently manages enquiries and leads, with major communication
being conducted through these platforms. The company leverages various channels for marketing
and showcasing its achievements. Webinars, seminars, and active presence on social media
platforms like Facebook, Instagram, and LinkedIn are employed to highlight the successes of D-
vivid, using customer testimonials and reviews to build credibility. Amidst its diverse marketing
strategies, the most potent and influential remains word of mouth, as satisfied customers spread
positive feedback to their networks, expanding D-vivid's reach.a dedicated team of 10 marketing
32
professionals and interns stand ready to tackle the daily challenges and provide guidance to students
navigating the complex landscape of abroad studies. In addition, a robust team of consultants
ensures students receive accurate guidance and trust is established, forming the bedrock of a
positive consumer experience.

The rapidly evolving landscape of modern business, customer acquisition has emerged as a
cornerstone of organizational growth and success. Within the vast array of strategies available,
telesales has risen to prominence as a dynamic and interactive approach that enables direct
engagement with potential customers. It serves as a powerful tool for conversion and the
establishment of enduring customer relationships. This research embarks on an exploration of the
multifaceted realm of telesales strategies and their profound impact on customer acquisition. This
investigation places a special spotlight on the operations of D-vivid Consultancy, a pioneering
player in the consultancy sector, strategically situated in the industrious and culturally rich state of
Gujarat, India.

The contemporary business landscape has undergone a significant transformation due to rapid
technological advancements and the changing dynamics of consumer behaviors. This paradigm shift
underscores the need for organizations to revisit and reevaluate their traditional approaches to
customer acquisition. Telesales, characterized by its ability to foster real-time, one-on-one
interactions with potential customers, has emerged as a compelling strategy. This study seeks to
contribute to the evolving body of knowledge by systematically exploring the intricate impact of
telesales strategies on customer acquisition. Through the lens of D-vivid Consultancy, the research
endeavors to shed light on the nuances of this strategy's implementation and its subsequent
influence on customer acquisition dynamics.

The central of this research is to comprehensively examine the impact of telesales strategies on
customer acquisition within the context of D-vivid Consultancy in Gujarat Conduct an in-depth
analysis of historical customer acquisition trends for D-vivid Consultancy before and after the
integration of telesales strategies.
Evaluate key performance metrics encompassing conversion rates, lead-to-customer ratios, and the
consequential revenue streams following the implementation of telesales. Uncover the intricacies of
the telesales strategies deployed by D-vivid Consultancy, focusing on elements such as
customization, communication techniques, and strategies for cultivating client rapport. Investigate
the challenges encountered during the execution of telesales strategies and analyze the innovative
strategies developed to surmount these challenges.
Examine the qualitative impact of telesales strategies on potential customers' perceptions and
behaviors toward D-vivid Consultancy's suite of services.

pursuit of a comprehensive understanding of the impact of telesales strategies on customer

acquisition, this research employs a mixed-methods approach. The quantitative facet involves an
intricate analysis of historical customer acquisition data for D-vivid Consultancy. This data is
scrutinized across distinct temporal segments, allowing for a comparative assessment of customer
acquisition metrics such as conversion rates, lead-to-customer ratios, and revenue
generation.Complementing the quantitative analysis, qualitative insights are gathered through
extensive interviews with the adept sales and marketing teams at D-vivid Consultancy. These
interactions aim to unravel the complex layers of the telesales strategies adopted by the
organization. By delving into the nuances of strategy implementation, overcoming challenges, and
gauging the resonance of these strategies among potential customers, the qualitative phase seeks to
present a multi-dimensional portrayal.

33
 Research immense significance for both academia and industry. On an academic level, it
contributes to the existing body of knowledge by offering a nuanced exploration of the impact of
telesales strategies on customer acquisition. It also provides insights into how such strategies can be
harnessed effectively within the realm of consultancy services. On a practical level, the findings of
this study have the potential to offer actionable insights to organizations operating in service-centric
sectors like consultancy. Additionally, by focusing on the regional context of Gujarat, the research
may unveil strategies tailored to the cultural preferences of the local populace, as exemplified by D-
vivid Consultancy.

This research is structured across six sections. Following this introduction, the subsequent section
will delve into a comprehensive review of existing literature, shedding light on the landscape of
customer acquisition strategies and the rise of telesales within this domain. Subsequently, the study
will explore the telesales strategies employed by D-vivid Consultancy, offering an intricate analysis
of their approach. The subsequent section will showcase and analysis the research findings,
followed by a comprehensive discussion of the implications, limitations, and avenues for future
research. The study will culminate with a concluding section that synthesizes the key insights drawn
from the research, emphasizing their relevance within the broader context of customer acquisition
strategies.

In essence, this research embarks on a journey to unveil the profound impact of telesales strategies
on customer acquisition, spotlighting the case of D-vivid Consultancy in Gujarat. By weaving
together quantitative analysis and qualitative insights, this study aspires to unravel the intricate
threads of successful customer acquisition strategies in the contemporary business landscape.

There are multiple ways one can acquire new customers, and in cut-throat competition it is very
important to get the edge over your competition by gaining a strong customer base and how the
mentality and psychology of a consumer works. In order to get the best of the market scenarios one
must know the latest trends in the market and the digital platforms in able to be gaining the
competitive advantage.

D vivid Consultants are a visa consultancy as well as a center for IELTS, PTE AND DUOLINGO
training and coaching in order to help students who are targeting to study abroad in countries like
USA, UK, Canada, Australia. The key functional areas for the firm include aspirants of foreign
studies and students who want to go abroad for which they require guidance and skills. The key
market and marketing strategies are telephonic and digital modes of marketing through which they
can target and cater to a group of like-minded individuals who require assistance with their
aspiration of studying abroad. Software’s such as ZOHO and CRM are used to keep track of
enquiries and leads and through which major mode of communication is done. Webinars, seminars,
and use of social media in form of Facebook, Instagram and LinkedIn is used to showcase the
accomplishments and achievements of the company, through use of customer testimonials and
reviews. Despite all marketing strategies, the main form of marketing and goodwill development is
word of mouth as the customers provide positive feedback to their contacts who in turn become
associated to D vivid. A team of 10 marketing executives and interns are always ready to take on the
daily challenges and consulting of students who are lost in their path towards abroad studies. There
is also a strong team of consultants that guide a student in the correct path to develop trust and build
a foundation for good consumer experience

34
D-Vivid Consultant is a leading overseas education consultant in Ahmedabad that equips aspiring
students with correct guidance to accomplish their dream of studying abroad.
Established in the year 2016, we at D-Vivid Consultant have been honored as the official
representative of several top-ranking universities and colleges in US/Canada. The positive response
and feedback from our students have helped us to emerge as one of the best student visa consultants
in Ahmedabad. We conduct counseling sessions, seminars, and spot admissions by university
delegations at regular intervals to assure world-class services to our students. Our expertise in
countries like USA, Canada, UK, New Zealand, and Australia has helped students secure their
future with international degrees.

Profile Assessment & Admission Support: Following your application submission, our team of
experts meticulously evaluates your educational background, professional experience, and
objectives. This ensures a comprehensive assessment of your profile to determine the best possible
academic path. Guidance for Optimal Admission Choices: Rely on our skilled counselors to aid you
in selecting the ideal country, university, and program for your academic pursuits. We prioritize
100% merit-based admissions and refrain from any affiliations or partnerships that could
compromise your choices. Comprehensive Test Readiness: Prepare with confidence for language
proficiency and aptitude tests such as IELTS, PTE, Duolingo, TOEFL, and GRE. Benefit from the
expertise of our trainers, each possessing an impressive 12-year teaching background.
Expert Visa Interview Direction: Achieve your study visa goals with our unparalleled visa interview
guidance. Our team excels in assisting you to navigate the visa acquisition process, boasting
exceptional approval rates within the industry.Assistance with Applications, Documents & Essays:
Our panel of proficient professionals takes a thorough approach to reviewing every application and
essay, offering unwavering support during the documentation preparation phase. Count on us for a
meticulous and dedicated approach to perfecting your application materials.

Profile Assessment & Admission Support: Our commitment extends beyond mere application
submission. Our team of experts engages in a meticulous evaluation of your educational
background, professional journey, and aspirations. This in-depth analysis ensures a holistic
understanding of your profile, paving the way for informed decisions.
Guidance for Optimal Admission Choices: Empower your educational journey with the guidance of
our adept counselors. Through personalized assistance, we help you navigate through a plethora of
countries, universities, and programs, guaranteeing that your choices are solely based on merit, free
from any affiliations. Comprehensive Test Readiness: Seamlessly prepare for language proficiency
and aptitude tests under the tutelage of our experienced trainers. With over of teaching acumen,
they equip you with the skill and confidence necessary to excel in exams like IELTS, PTE,
Duolingo, TOEFL, and GRE. Expert Visa Interview Direction: Our prowess extends to ensuring
your success in the study visa acquisition process. Rely on our industry-leading visa interview
guidance that boasts an exceptional track record of approvals, as we steer you towards a successful
visa application. Assistance with Applications, Documents & Essays: The journey doesn't stop at
test scores; our adept professionals meticulously review each aspect of your application, including
essays and documents. This unwavering support throughout the preparation process guarantees that
your materials are comprehensive and compelling.

35
IMPORTANCE OF THE STUDY :

The study's importance to D-vivid Consultancy lies in its potential to unveil the effectiveness of telesales
strategies in customer acquisition within the unique context of Gujarat. By comprehensively assessing the
impact of these strategies, the organization can refine its approach, optimize resource allocation, and tailor its
outreach to the regional demographic. The insights derived from this research will empower D-vivid
Consultancy to make informed decisions, enhance customer engagement, and maximize conversion rates,
fostering growth and market leadership in Gujarat's competitive landscape.

STATEMENT OF PROBLEM:

The lack of a comprehensive understanding of how telesales strategies influence customer acquisition hinders
D-vivid Consultancy's ability to tailor effective approaches for their Gujarat operations.

OBJECTIVES:

 Study Focus Assessing telesales strategies' effectiveness in customer acquisition by analyzing D-vivid
Consultancy's approach in Gujarat.

 To optimize strategies based on conversion rates and customer feedback, enhancing customer
acquisition for D-vivid Consultancy in the Gujarat market.

RESEARCH METHODOLOGY
I have undertaken a descriptive research study through a survey by forming a self-constructed questionnaire
keeping in mind the objectives of the research which is delivered to the respondents through google forms to
collect the primary data.

Sources of data: Primary data have been used. Primary data were collected by surveying 60 respondents by
sending questionnaire while secondary data were gathered from already available sources such as books,
journals etc.

Data collection tool: sending questionnaire through google form.

Sample size: 58 respondents.

Sampling technique: Convenience sampling.

Period of the study: This entire study was conducted for a period of two months from June 2023 to July
2023.
36
Statistical tools: Percentage analysis is the tool applied in this study to analyze the data collected.

LITERATURE REVIEW:
Jan U. Becker(2009) In recent years, customer relationship management (CRM) has been a topic
of the utmost importance for scholars and managers. Despite the evidence provided by numerous
empirical studies, many companies that have implemented CRM systems report unsatisfactory
levels of improvement. This study analyzes what influence companies can expect CRM
implementation to have on performance and how they can leverage its impact. The authors propose
a conceptual model that investigates the link between technological and organizational
implementations, as well as the implementations' interactions with management and employee
support and CRM process-related performance. By measuring CRM performance in terms of the
initiation, maintenance, and retention of customer relationships, the study provides a detailed picture
of what CRM implementations are capable of achieving. The results of the empirical study,
conducted across four industries and ten European countries, indicate that CRM implementation
does not impact performance equally for different aspects of the CRM process, and that it has an
impact only if adequately supported by the appropriate company stakeholders.

Mohamad Fariz Abdullah(2019) Today's business is becoming extremely competitive and

challenging. As such, continuous development of mutual long term relationship strategy with
customers has been one of the top priorities for most companies recently. By looking specifically
into Pull-Push-Mooring (PPM) Migration model and Commitment-Trust Relationship Marketing
Theory, the proposed study aims to examine the impact of relationship marketing tactics (RMT's)
and relationship quality on customer loyalty. Three types of RMT's (labelled as Pull and Mooring
factors) and RQ dimension are proposed and to be tested. Specifically, this study intends to assess
the impact of RMT's Brand Reputation and Alternative Attractiveness on RQ's - Trust, which in
turn, then lead to customer loyalty in terms of retention behavior. In addition, the study also aims to
determine whether Emotions have a direct impact on such behavior.

Adela Macrinici (2011) The technological developments of last century have brought humans from
all over the planet closer to each other. People from different paths of life and remote areas of the
world are connected to each other through fiber cables and satellites. Almost every area, be it health,
education, entertainment or any other, all have used technology for their purpose to advance, grow
and connect. In the same sense, business community have also adapted and used technological
advancements to fulfill their purpose of expanding their business and reaching to more customers.
The idea of telemarketing where telephone is used as a medium to reach potential customers is not
new, at least in developed economies of the world. But in the developing countries, due to lack of
infrastructure to support telephone network and other on-ground conditions; this medium hasn’t
been used in abundance. But now that these developing countries are also joining the foot prints of
technological advancements of world economic powers, companies have started to use
telemarketing as their key tool to approach customers these countries. But customer behaviour
/attitude towards telemarketing are different in developing and developed countries, due to certain
37
demographic and psychographic differences in the environment of every country. This is why it’s
necessary to understand the customers of each of the country separately in their own context and
then see how customers respond to telemarketing services provided to them. We conducted an
empirical research in Sweden (developed country) and Moldova and Pakistan (Developing
countries) to understand the consumers’ behaviour towards telemarketing and try to find out
important factors that shape up and influencing the behavior.

Süphan Nasır(2021) Achieving customer retention and loyalty is vital for the success of the
company; however, acquiring new customers has to be considered equally significant to the
customer retention process. Since the company’s ability to grow its customer base determines the
long-term success of the company, companies need to consider customer acquisition as an ongoing
process. Customer acquisition management process involves identifying, attracting, and retaining
potentially profitable customers. This chapter starts with examining the phases of the lead
management process. Understanding customers is seen as important for effective lead management.
After explaining the lead generation and lead nurturing within the context of lead management, this
chapter ends up with underlining the importance of lead management automation for customer
acquisition.

Philip Andresen (2017) “social media is a rapidly rising phenomenon, providing new
opportunities for consumers and businesses to communicate and share information. The
development of social media has allowed for customer relationship management (CRM) to extend
its area of use, coining the now common concept social CRM. Social CRM allows for new levels of
interactivity between companies and consumers; however, the effectiveness of social CRM is
uncertain in many areas, mainly due to it being hard to tie customer interaction in social CRM to
tangibles for the company. One of these areas is customer acquisition, where there are difficulties
for companies to see how actions in their social CRM efforts affect customer acquisition. Being able
to reach out to customers in an effective way is not enough for companies to acquire a customer.
The value the company is proposing also has to be attractive for the customer, to be considered.
There are several attributes that a company has to consider for its value proposition, in order for it to
be successful. Depending on the industry the attributes can have different weight, emphasizing that
companies should know what customers in their industry value. For this reason, having better
knowledge of what customers value than the competition, thus having a stronger value proposition,
grants a competitive edge. The purpose of this research project is to provide better understanding of
how to conduct social CRM, while at the same time investigating how value propositions of telecom
companies can be improved, to eventually increase customer acquisition. In order to fulfill the
purpose, extensive literature has been evaluated, in addition to data gathered in focus groups. Three
focus groups were conducted in Lulea, Sweden, with a total of 18 participants of ages 20-30.” In a
study conducted by Kumar, Bezwada, Rishika, Janakiraman, & Kannan (2016), discounts and
promotions are evaluated as variables in trying to find consumer buying patterns in social media.
This concurs with Heller Baird et al. (2011), who also evaluates discounts as a factor for customer
engagement with companies on social media. Elena (2016) implies that customers use social media
to research products or services prior to purchase. Kim, Li, & Brymer (2016) argue that an extensive
amount of research point towards a positive correlation between the number of online reviews and

38
increased firm performance. Brusilovskiy, Townley, Snethen, & Salzer (2016) propose that “higher
levels of social media use will be associated with greater community participation and civic
engagement”, which aligns with Heller Baird et al.’s (2011) thoughts, that people use social media
to be part of a community and feel connected. Furthermore, Trainor, Andzulis, Rapp, & Agnihotri
(2013) point out that customers today expect the same level of interactivity with business on social
media today, as they do with their other peers. As social media is an open diary of likes, dislikes,
preferences, and dissatisfactions (Elena, 2016), social media has a big role in providing forums for
consumers to submit opinions on products and services.” (Philip Andresen, May 2017).

Megawati Simanjuntak(2020) The objective of this study was to analyse the effects of customer-perceived
value, corporate image, and service quality on customer satisfaction, as well as to analyse the direct effect of
switching barriers on customer retention, and to analyse the direct and indirect effects of customer satisfaction
on customer retention. The conceptual research framework was examined by subjecting data pertaining to 310
customer car loans to structural equation modelling (SEM). The study findings indicated that customer-
perceived value, corporate image, and service quality have a significant effect on customer satisfaction, while
switching barriers have a significant effect on customer retention. Although customer satisfaction does not have
a significant effect on customer retention, the indirect relationship that occurs through customer trust shows that
the trust in the credit process and the service provided will prompt customers to use the company’s products or
services when applying for new credit. The managerial implications of these findings include grouping
customers, determining sales targets based on customer groups, offering products that have more advantages
over competitors, providing credit packages and special programs to promote low-interest rates, and forming
telesales as information channels. This research provides an overview of the loyalty of customers that will reuse
the previous car loan company when reapplying for credit.There are no sources in the current document.

Severina Iankova (2018) This paper explores the implicit assumption in the growing body of literature that
social media usage is fundamentally different in business-to-business (B2B) companies than in the extant
business-to-consumer (B2C) literature. Sashi's (2012) customer engagement cycle is utilized to compare
organizational practices in relation to social media marketing in B2B, B2C, Mixed B2B/B2C and B2B2C
business models. Utilizing 449 responses to an exploratory panel based survey instrument, we clearly identify
differences in social media usage and its perceived importance as a communications channel. In particular we
identify distinct differences in the relationship between social media importance and the perceived effectiveness
of social media marketing across business models. Our results indicate that B2B social media usage is distinct
from B2C, Mixed and B2B2C business model approaches. Specifically B2B organizational members perceive
social media to have a lower overall effectiveness as a channel and identify it as less important for relationship
oriented usage than other business models.

Ernesto Noronha(2015) Though outsourcing has created enormous employment potential in India’s
information technology enabled services/business process outsourcing (ITES/BPO) sector, the implications for
employees remain to be understood. The present paper describes employee experiences in telemarketing
outbound call centers in Bangalore and Mumbai, India. Following van Manen’s (1998) hermeneutic
phenomenological approach, data were collected through unstructured conversational interviews with 18
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telemarketing agents identified vi a snowball sampling and were subject to holistic and sententious thematic
analyses. Reconciling dichotomous experiences at work was the label used to capture participants’ core
experiences and indicated that while participants’ simultaneous positive and negative experiences contributed to
a sense of concomitant stress and well-being, they employed various strategies to maintain a balance between
positive experiences/well-being and negative experiences/stress.

Roland T. Rust(2004) For too long, marketers have not been held accountable for showing how marketing
expenditures add to shareholder value. As time has gone by, this lack of accountability has undermined
marketers’ credibility, threatened the standing of the marketing function within the firm, and even threatened
marketing's existence as a distinct capability within the firm. This article proposes a broad framework for
assessing marketing productivity, cataloging what is already known, and suggesting areas for further research.
The authors conclude that it is possible to show how marketing expenditures add to shareholder value. The
effective dissemination of new methods of assessing marketing productivity to the business community will be
a major step toward raising marketing's vitality in the firm and, more important, toward raising the performance
of the firm itself. The authors also suggest many areas in which further research is essential to making methods
of evaluating marketing productivity increasingly valid, reliable, and practical.

Nikolaos G. Panagopoulos(2009)What is sales strategy? How and when does it affect performance? This study
attempts to provide answers to these overlooked questions by developing a comprehensive conceptualization of
sales strategy and examining its impact on sales force and firm performance. Sales strategy was operationalized
as a multidimensional construct consisting of four dimensions, namely customer segmentation, customer
prioritization/targeting, developing relationship objectives/selling models, and use of multiple sales channels.
Moreover, by drawing on the resource-based view (RBV) of the firm, as well as on industrial organization
theory (IOT), the authors test the moderating effects of transformational leadership, customer solution
orientation, and demand uncertainty on the sales strategy–performance relationship. Analyses of survey and
secondary data from a sample of 170 firms provide evidence that sales strategy is consistently and positively
associated with performance while transformational leadership, customer solution orientation, and demand
uncertainty were found to exert significant moderating effects on this relationship. The study's findings have
important implications. For marketing researchers, they put forward an empirical operationalization of sales
strategy and provide evidence regarding the usefulness of the RBV and IOT perspectives for explaining its
performance implications. For managers, the findings show that a well-crafted sales strategy pays off and to get
the most out of their sales strategy managers should (a) adopt a transformational leadership approach, (b) assess
changes in demand, and (c) assess the degree to which their customers are demanding the provision of
solutions.

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DATA ANALYSIS AND FINDINGS:

(A) GENDER

GENDER FREQUENCY
MALE 31
FEMALE 29
TOTAL 60

There are 31 males there are 29 females in total, there are 60 students.

(B) AGE
AGE FREQUENCY
Below- 20 12
21-25 20
26-30 5
31-35 15
36-40 8
Total 60

12 students are younger than 20 years ,20 students are between 21 and 25 years ,5 students are between 26 and
30 years ,15 students are between 31 and 35 years ,8 students are between 36 and 40 years ,in total, there are 60
students.

(C) A customer of D-vivid Consultancy?

62.1% are not currently customers of D-vivid this means that out of the total number of people being
considered, approximately 62.1% are not using the services or products offered by D-vivid.37.9% are currently
customers of D-vivid around 37.9% of the total individuals are using D-vivid' s services or products.

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 (D) Accoustomance with D-vivid Consultancy?

20.7% heard about it from friends or family about one-fifth of people learned about D-vivid from people they
know.13.8% found out through social media around 13.8% discovered D-vivid by seeing it on platforms like
Facebook or Instagram.39.7% got a call from telesales almost 40% were introduced to D-vivid when they
received a phone call from a salesperson.24.1% saw online ads about a quarter of people came across D-vivid
while browsing the internet and seeing its advertisements.

(E) Marketing call from D-vivid Consultancy?

81% said yes about 4 out of every 5 people agreed to receive marketing calls from D-vivid.19% said no
Roughly 1 out of every 5 people declined to receive marketing calls from D-vivid.

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 (F) Satisfaction call from D-vivid Consultancy?

46.6% are satisfied around 46.6% of individuals reported being content with the calls from D-vivid
Consultancy.24.1% are very satisfied about 24.1% expressed being highly satisfied with the calls.13.8% are
dissatisfied approximately 13.8% indicated being dissatisfied with the calls.10.3% are neutral around 10.3%
stated that they neither had a positive nor negative opinion about the calls the remaining people are very
dissatisfied with the calls.

(G) The telesales representative explain the product and service offered by
D-vivid consultancy clearly?

The people (about 78%) thought the telesales representative explained D-vivid consultancy's offerings clearly,
but around 22% disagreed.

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 (H) Any mention any special offers, discounts, or promotions during the
telesales call from D-vivid consultancy?

Any telesales counselors mention any special offers, discounts, or promotions during the call? about 77.6% of
respondents said yes, while 22.4% said no

(I) Did the telesales representative handle your questions and concerns
effectively?

Were your questions and concerns dealt with effectively by the telesales representative? around 86.2% of
respondents agreed, while approximately 13.8% disagreed.

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 (J) Did you buy anything from D-vivid company after the telesales call?

If you end up buying something from D-vivid company after the telesales call? Most people (86.2%) said yes,
while some (13.8%) said no.

(K) Purchased product/service?

What was purchased/service USA consultancy (12.1%) UK consultancy (17.2%) Australia consultancy
(10.3%), IELTS coaching (31%), PTE coaching (15.5%), Canada consultancy (13.8%).

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 (L) Purchased product/service?

74.1% of people answered "yes," indicating that they have purchased the product or service on the other hand,
25.9% of people answered "no," meaning they haven't made a purchase

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Test performed through SPSS

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 CONCLUSION

To conclude, it is fair to say that industry exposure is very crucial in order to be able to become industry ready
and to be a fit in the modern-day concrete jungle.

It is a very important aspect to be able to climb the corporate ladder when we go for full time jobs.
Consumer psychology, acquisition techniques, and client management is the core of any marketing executive
and as a marketing executive, this internship has helped me see the true potential of my skillset as well as
improve upon it.

The research paper that was undertaken has also helped understand and analyze the rue mentality of a consumer
when they purchase a product or service as well as how does advertisement via telesales affect or influence
purchase behaviour

The strategies and flow of an organization and how are key decisions taken has also showed me what it takes in
order to be able to lead a team.

The survey has allowed me to connect to many individuals, industry experts, businessmen and consumers who
have helped in understanding the true functionality of an telesales

We can come to a constructive conclusion that when a consumer makes a choice of purchasing particular
product or service, the influencing factors can be telesales it may as well leave a negative impact on the
consumer, affecting the brand as a whole.

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 PART 3
TASK BASED LEARNING

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The task given at hand was of customer acquisition, tele calling as well as upkeep of data records, through which I
was able to learn teamwork, persuasion skills as well as lead conversion concepts and lead management systems.

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