project at volskwagen

7/26/2019 Project at Volskwagen

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A

PROJECT REPORT

ON

Sales & Service Management

Volkswagen Kolhapur

SUBMITTED TO

SANKALP BUSINESS SCHOOL PUNE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF THE DEGREE

MASTER OF BUSINESS ADMINISTRATION

BY

Mr. AMIT KUKDE

UNDER THE GUIDANCE OF

Mr. AMBAR BEHARAY

THROUGH

THE DIRECTOR,

SANKALP BUSINESS SCHOOL WADGAON,

PUNE

20102011.


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cknowledgement

A successful project is the result of teamwork and co-ordination that

includes not only the group of developers who put forth the ideas, logic and

efforts but also those who guide them. So, at the completion of the project, I

feel obliged to extend our gratitude towards all those who made valuable

contributions throughout project development.

I wish to convey deep sense of gratitude towards Mr. Rahul Chordia

(Owner)who gave us a golden opportunity to do the project in UniqueAutomobile Pvt. Ltd, Kolhapur.

We would like to thank Mr. Amber Beharay (Project Guide)for their

excellent guidance to decide the scope and to direct our project in expected

way.

I would like to thank Mr. B.R.Patil(Service Manager)and Mr. Milind

Shinde (Sales Manager)for their guidance and providing all information of

the organizations different department. I am thankful for all the knowledge,guidance and support imparted by them to us at any time we needed.

Mr.Amit kukde

M.B.A.-II

Exam Seat No.:

Place : Kolhapur

Date:


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Declaration

To,

The Director,

Sankalp business school

pune

I the undersigned hereby declare that the Project entitled Sales &

Service Management, under the precious guidance and supervision of

Mr.Ambar beharayis my original work.

The empirical findings in this Project are based on the search

conducted by me personally and are not a reproduction of any source.

I undersigned declare that such copying is liable to be punished in the way

the University authorities deem fit.

Place : Kolhapur

Date :

Mr. Amit kukde

M.B.A.II

Exam No. :


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INDEX

Sr.No.

Content PageNo.

1.

EECUTIVE SUMMERY

1

2.

Introduction

3.

Organisation profile

4.

Research design & methodology

5.

Data presentation analysis &

interpretation

6.

Findings & suggestion

7.

Bibliography

8.

Annexure


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EXECUTIVE SUMMERY

Sales & Service Management System is an important showroom requirement to be provided

to store & collect information of Enquiry Details, Customer Details, Employee register,

Quotation, Sales related information, Spares & Service life cycle.

Sales & Service Management System mainly consist of to overcome the difficulties faced in

daily transactions like sales, purchase, quotation Maintenance, as well as generation of daily,

monthly reports

a showroom. This project is developed by considering all the needs of transactions taking

place in a authorized automobile showroom. It is useful to give details at any given time to

the showroom management.

In Kolhapur sector Volkswagen provide lots of facilities to the customer to purchase the car.

there are various models are available in the showroom. according to customer requriment &

there economic condition the car are segmented into the various class. there are various

models are available in the Kolhapur showroom such as polo ,jetta, Passat, beetle, vento etc.

The models are available according to customer economic condition, also brand name. the car

are available in diesel & petrol models. in Kolhapur there is also service center attach to the

showroom to reduce the effort and provide a good service to the customer so that customer

relation also maintain good.

They provide proper service to the customer before & after purchase the car. also they give

insurance facility & extended warranty to the customer .Here for taking a car loan facility

also available so that to purchase a car there is no need to go here & there for loan .there are

various safety facilities are available to provide better service than any other cars. the car of

Volkswagen provide lots of facilities and features with proper range .so that the customer get

attracted to purchase the car. also company organize various promotional activities for

advertise the new model & aware the customer through such type of activities .also company

organize the demo to attract the customer and give full information to the customer. in

Kolhapur showroom of Volkswagen there are various division of department to work

properly & efficiently so that provide maximum facilities to the customer with minimum

complaint. There is a proper chain of department which are work according to there


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objectives and goals to satisfy the customer need which they want before and after purchase

the car.

INTRODUCTION

Sales & Service Management System is an important showroom requirement to

be provided to store & collect information of Enquiry Details, Customer Details, Employee

register, Quotation, Sales related information, Spares & Service life cycle.

Sales & Service Management System mainly consist of to Algorithm For Service

Department:

overcome the difficulties faced in daily transactions like sales, purchase, quotation

Maintenance, as well as generation of daily, monthly reports a showroom. This project is

developed by considering all the needs of transactions taking place in a authorized

automobile showroom. It is useful to give details at any given time to the showroom

management.

The scope of the system includes enquiry by applicant, customer, supplier, model

details along with paid and due information. This system is designated to include all

information of system as well as reports & proper validations are kept to avoid mistakes

during data entry process.

Meaning of sales :A contract involving transfer of possession and ownership of goods

or property, or the entitlement to a service, in exchange for money or value is termed as sales.

A sale is the pinnacle activity involved in selling products or services in return for money or

other compensation. It is an act of completion of a commercial activity A sale is completed

by the seller or the owner of the goods. It starts with consent (or agreement) to an acquisition

or appropriation or request followed by the passing of title (property or ownership) in the

item and the application and due settlement of a price, the douche of or any claim upon the

item. The purchaser, though a party to the sale does not execute the sale, only the seller does

that. To be precise the sale completes prior to the payment and gives rise to the obligation of

payment. If the seller completes the first two above stages (consent and passing ownership)


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of the sale prior to settlement of the price, the sale is still valid and gives rise to an obligation

to pay.

Academically, selling is thought of as a part of marketing, however, the two

disciplines are completely different. A sale often forms a separate grouping n a corporate

structure, employing separate specialist operatives known as salespeople. Selling is

considered by many to be a sort of persuading "art". Contrary to popular belief, the

methodological approach of selling refers to asystematic process of repetitive and measurable

milestones, by which a salesperson relates his or her offering of a product

a purchasing activity.Selling also involves salespeople who are the primary agents of

facilitating sales. Selling is the profession-wide term, much like marketing defines a

profession. Recently, attempts have been made to clearly understand who is in the sales

profession, and who is not. There are many articles looking at marketing, advertising,

promotions, and even public relations as ways to create a unique transaction. Many believe

that the focus of selling is on the human agents involved in the exchange between buyer and

seller. Effective selling also requires a systems approach, at minimum involving roles that

sell, enable selling, and develop sales capabilities. Selling also involves salespeople who

possess specific set of sales skills and knowledge are required to facilitate the exchange of

value between buyers and sellers that is unique from marketing, advertising ,etc. From the

company point of view, there are three main objectives of sales management: sales volume,

contribution to profit, and continuing growth. Top management has the final responsibility,

because it is accountable for success or failure of the entire enterprise. In the process,

objectives are translated into more specific goalsthey are broken down and restarted as

definite goals that a company has a reasonable chance of reaching. Once these goals are

finalized, it is up to sales force that play critical role in implementing the selling plans.

Selling involves sales which are the pinnacle act of completed of a purchasing activity.

Selling also involves salespeople who are the primary agents of facilitating sales. Selling is

the profession-wide term, much like marketing defines a profession. Recently, attempts have

been made to clearly understand who is in the sales profession, and who is not. There are

many articles looking at marketing, advertising, promotions, and even public relations as

ways to create a unique transaction.


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Man or service in return enabling the buyer to achieve their goal in an economic way. While

the sales process refers to a systematic process of repetitive and measurable milestones, the

definition of the selling is somewhat ambiguous due to the close nature of advertising,

promotion, public relations, and direct marketing.

Selling involves sales which are the pinnacle act of completed of relations as ways to create a

unique transaction. Many believe that the focus of selling is on the human agents involved in

the exchange between buyer and seller. Effective selling also requires a systems approach, at

minimum involving roles that sell, enable selling, and develop sales capabilities. Selling also

involves salespeople who possess specific set of sales skills and knowledge are required to

facilitate the exchange of value between buyers and sellers that is unique from marketing,

advertising ,etc. From the company point of view, there are three main objectives of sales

management: sales volume, contribution to profit, and continuing growth. Top management

has the final responsibility, because it is accountable for success or failure of the entire

enterprise. In the process, objectives are translated into more specific goalsthey are broken

down and restarted as definite goals that a company has a reasonable chance of reaching.

Once these goals are finalized, it is up to sales force that play critical role in implementing the

selling plans. Essential elements in a valid sale:

(1) Competence of both the buyer and seller to enter into a contract

(2) Mutual agreement on the terms of exchange

(3) A thing capable of being transferred

(4) A consideration in money (or its equivalent) paid or promised.

When both the seller and the buyer perform their respective duties by abiding the above 4

elements of a valid sale, one can say that sale is executed Who is a seller? One who sells or

initiates contracts to sell goods; the one who transfers property as a result of a sales contract.

Who is a buyer? One who buys or agrees to make a purchase or one who has the capacity to

finance his demand and receives property in exchange for money or valuable consideration.

Meaning of service: Customer service also known as Client Service, it is a provision of

service to customers before, during and after a purchase. Customer service is an

organization's ability to supply their customers' wants and needs. Excellent customer service


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is the ability of an organization to constantly and consistently exceed the customer's

expectations.

Improving customer service involves making a commitment to learning what our customers

needs and wants are and developing action plans that implement customer friendly processes

during and after apurchase. The service provided should be upto the customers satisfaction

as this would lead to a better image of the company in the market, thus enhancing the sales.

There are five characteristics to a service which are discussed below:

Lack of ownership: one cannot own and store a service like you can a product.

Services are used or hired for a specific period of time.

Intangibility: one cannot hold or touch a service unlike a product. In saying that

although services are intangible, the satisfaction consumers obtain have a direct

impact on the sales of the company.

Inseparability: Services cannot be separated from the person who is rendering a

service.

.Perishabilit y: Services lasts for a specific period of time and cannot be stored like a

product for later use.

Heterogeneity: It is very difficult to make each service experience identical. Service

Marketing Mix Marketing is an organizational function and a set of process for

creating, communicating and delivering value to customers and for managing

customer relationship in a way that benefits the organization and its stakeholders. It is

a social process wherein individuals and groups obtain what they need and want

through creating, offering and exchanging goods and values with others. But

customers do not consume whatever the industry produce hence the producer must

find the needs and preferences of the customer and then satisfy their needs. A

producer can deliver better service to its customers by striking a proper balance by

using the concept of service marketing mix.

Product

Price

Place

Promotion

People

Process


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Physical evidence

Product

A tangible object or an intangible service that is mass produced or manufactured on a large

scale for the purpose of sale. A producer should provide better product quality, design,

features, packing and service to its customers in order to have a niche in the market.

Price

The price is the amount a customer pays for the product. It is determined by a number of

factors including market share, competition, material costs, product identity and the

customer's perceived value of the product.The business may increase or decrease the price of

product if other stores have the same product. Place Place represents the location where a

product can be purchased. It is often referred to as the distribution channel. It can include any

physical store as well as virtual stores on the Internet.

Promotion

Promotion represents all the communications that a marketer may use in order to promote a

product. Promotion has four distinct elements viz. advertising, public relations, word of

mouthand point of sale. Advertising covers any communication that is paid for, from

television commercials, radio, Internet adverts, through print media and billboards. One of

the most notable means of promotion today is the Public relations where the communication

is not directly paid for and includes press releases, sponsorship deals, exhibitions,

conferences, seminars or trade fairs and events. Word of mouth is an apparently informal

communication about the product by ordinary individuals, satisfied customers or people

specifically engaged to create word of mouth momentum. Sales staff often plays an important

role in word of mouth and point of sale.

People Recruiting the right staff and training them appropriately in the delivery of their

service is essential if the organization wants to obtain a form of competitive advantage.

Consumers make judgments and deliver perceptions of the service based on the employees

they interact with. Staff should have the appropriate interpersonal skills, aptititude, and

service knowledge to provide the service that consumers are paying for. Process Refers to

the systems used to assist the customers in delivering the service and the time spent for the

delivery of the product and it is a procedure, mechanism and flow of activities which lead to

an exchange of value.


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Physical Evidence

1)Physical Evidence is the element of the service marketing mix

ORGANISATION PROFILE

What does Volkswagen, Kolhapur do?

The Volkswagen, kolhapur is a main dealership of Volkswagen, India in kolhapur.

Volkswagen, Kolhapur is a leading Sales & service provider of Volkswagen cars in

Kolhapur. The company Sales Volkswagen cars from the range start 4,50,000 to 75,00,000 &

purchase Cars as per customer needs. The company provides spares for different models of

Volkswagen, also the company has a very trustworthy service & workshop to the customer.

In a showroom the customer can see 9 cars at a time the showroom has a facility of state of

art. Its expertise extends across a wide range of services and technologies encompassing

development and management. The staff of Volkswagen has a diligent & adroit trained. The

service department has a capacity to service more than 10 cars at a one day. The Volkswagen,

Kolhapur combines the customer require facility in one place the company has a sales

department, spares department & service, workshop department independently to provide

better service to its customer.


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When was Volkswagen, Kolhapur founded?

The Volkswagen, Kolhapur Founded in 2 Oct 2009.

Where is Volkswagen, Kolhapur located?

The Volkswagen, Kolhapur is located at

122/1, Pune-Bangalore Road, Shiroli, Kolhapur-416122

Tel:0231-605026

Volkswagen, Kolhapur Sales following Cars:

Volkswagen:

The New Polo


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Vento

New beetle


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passat

Jetta


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Touareg

Phaeton


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What services Volkswagen, Kolhapur provide?

Sales of Volkswagen Different Models

Purchase of Cars as per Customer Needs

Provide Spares of different ModelsProvide Services & Workshop to Customers

How many people work at Volkswagen, Kolhapur?

Volkswagen, Kolhapur employs more than 55+ (as of April 2014) professionals at its Sales,

Spares & Workshop Departments


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RESEARCH DESIGN & METHODOLOGY

Conceptualization

Method of data collection

CONCEPTUALIZATION

MEANING OF RESEARCH

Research in common parlance refers to a search for knowledge. Once can also define

research as

A scientific and systematic search for pertinent information on a specific topic. In fact,

research is an

Art of scientific investigation.

The meaning of research as a careful investigation or inquiry especially through search fornew facts in any branch of knowledge.

Research is an academic activity and as such the term should be used in a technical sense.

Research comprises defining and redefining problems, formulating hypothesis or suggested

solutions; collecting, organizing and evaluating data; making deductions and reaching

conclusions; and at last carefully testing the conclusions to determine whether they fit the

formulating hypothesis.

D. Slazenger and M. Stephenson in the Encyclopedia of Social Sciences define research as

the manipulation of things, concepts or symbols for the purpose of generalizing to extend,

correct or verify knowledge, whether that knowledge aids in construction of theory or in the

practice of an art.3 Research is, thus, an original contribution to the existing stock of

knowledge making for its advancement. It is the pursuit of truth with the help of study,

observation, comparison and experiment. In short, the search for knowledge through

objective and systematic method of finding solution to a problem is research.


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The systematic approach concerning generalization and the formulation of a theory is also

research. As such the term research refers to the systematic method consisting of

enunciating the problem, formulating a hypothesis, collecting the facts or data, analyzing the

facts and reaching certain conclusions either in the form of solutions(s) towards the

concerned problem or in certain generalizations for some theoretical formulation.

METHOD OF DATA COLLECTION

Data collection can be grouped into the two types:

1. Primary Data

2. Secondary Data.

1. Primary Data:

Data, which is collected for this specific purpose at hand, is called Primary Data. It is

customize according to the need of the researcher and focuses exclusively on the current

research problem. The collection of Primary Data is costly and time consuming.

In situations where it is impossible to use the secondary data keeping in the view

the requirements of the study or in case where there is no secondary data available,

the only way is to collect Primary Data.

This study is based on the primary data that was collected from 30 existing

customers by the researcher through:

Drafting Questionnaire

2.Secondary Data:

Secondary Data may be defined as data that has been collected earlier for some

purpose of the present study. Any data that is available prior to the commencement of

the research project is Secondary Data and therefore Secondary Data is called


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Historical Data. Source of Secondary data is classified into two categories that are

published statistics and unpublished statistics.

The secondary data was gathered from company manuals and brochures,

company files and records, websites and reference books mentioned in the

Bibliography. Group of elements is referred as sample and the process is of selection

is called Sampling.


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DATA PRESENTATION,ANALYSIS & INTERPRETATION

Table no.1 customer satisfaction survey

Interpretation: Above graph shows 77% customer satified by the service of unique autobile

facility and 23% does not satisfied by using this facility.

Inference: 77% customer use the volkswagen car service and 23% customer does not use the

volkswagen car service.

0

10

20

30

40

5060

70

80

YES NO

77

23

Customer satisfaction

Series 1

Response Respondent percentage approx

Yes 115 76.66 77

No 35 23.33 23

Total 150 100 100


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Table no.2 which type of company they use to give better

service.


maruti suzuki 49 32.666 33

Honda 21 14 14

TATA 41 27.333 27

volkswagen 39 26 26

Total 150 100 100

Interpretation: above graph shows 33% customer prefer to use Maruti Suzuki cars,14%

customer prefer to use Honda cars,27% customer prefer to use TATA cars & 26%

customers prefer to use Volkswagen cars.

Inference: most of the customer use prefer to use Maruti Suzuki , TATA & volkswagen

company cars as compare to other cars companies.

33%

14%27%

26%

maruti suzuki

Honda

TATA

Volkswagen


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Table No 3: Awareness about Volkswagen cars.


Yes 102 68 68

No 48 32 32

Total 150 100 100

Interpretation: Above graph shows that 68% people aware about the volkswagen car and 32%

people are not aware about Volkswagen cars.

Inference: There is awereness about the volswagen car company in India is growing better in

early days as compare to before a decade.

0

10

20

30

40

50

60

70

YES NO

68

32


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Table No 4: Use of volkswagen cars.

Response Respondent percentage Approx

Yes 69 46 46

No 81 54 54

Total 150 100 100

Interpretation: Above graph shows 46% customer use Volkswagen cars and 54% people arenot use Volkswagen cars.

Interpretation: from the above graph we can conclude that 46% customer prefer to use

Volkswagen cars and other customers prefer to use other companies cars such as maruti

,TATA ,Honda ,Hyundai etc.

46

54

Sales

YES

NO


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Table No5: cars use in India

Response Respondent Percent Approx

HYUNDAI 21 14 14

TATA 24 16 16

MARUTI SUZUKI 45 30 30

HONDA 19 12.6666 13

FIAT 16 10.33333 10

VOLKSWAGEN 25 16.66667 17

Total 150 100 100

Use of cars in india

14

16

30

13

10

17

0

5

10

15

20

25

30

35

Hyundai TATA Maruti suzuki Honda Fiat volkswagen

Series 1


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Hyundai 14

TATA 16

Maruti suzuki 30

Honda 13

Fiat 10

volkswagen 17

Interpretation: above graph shows 14% customers use Hyundai cars,16% customers use

TATA companies car,30% customers use Maruti Suzuki cars,13% customers use Honda

cars,10% customers use Fiat cars and 17% customers use Volkswagen cars.

Inference : Maruti Suzuki, TATA & Volkswagen companies cars are now a days more use

by the customers.


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Table No6: sources for awareness about cars


TV Advertisement 20 13.3333333 13

promotional activities and

Exhibitions 45 30 30

Newspapers 22 14.6666667 15

Broucher,internet. 28 18.6666667 19

Any other 35 23.3333333 23

Total 150 100 100

TV advertisement 13

promotional activities& exibition 30

newspaper 15

Internet 19

Any other 23

13

30

15

19

23

awareness about cars

TV advertisement

promotional activities&

exibition

newspaper

Internet

Any other


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Interpretation: above graph shows that 13% people aware about car by TV

advertisement,30% people aware about car by promotional activities & exhibition,15%

people aware about car by newspaper,19% people aware about car by using internet & 23%

people aware by other media and by other ways.

Inference: promotional activities, newspaper ,internet etc play important role to aware the

people about the car & new brands of car launch by the car companies.


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Table No7: For which type of car customer prefer to use


Less cost 65 43.3333333 43

milage 25 16.6666667 17

sefty 20 13.3333333 13

Comfort 15 10 10

brand 18 12 12

Look 7 4.66666667 5

Total 150 100 100

Customer use car by objective

less price 43

Milage 17

Safety 13

Comfort 10

Brand 12

Looks 5

Interpretation: from the above it shows that when customer decide to buy a car before buy

they require that 43% for the price of the car,17% on milage of the car,13% on safety of

car,10% comfort of car,12% brand of car & 5% on lloks of car.

Inference: customer mostly prefer car on the basis of less price,milage & sefty

43

17

13

10

125

less price

milage

safety

comfort

brand

looks


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Table No 8: Satisfaction Level of customer


Extremely dissatisfied 33 22 22

Dissatisfied 18 12 12

Neither satisfied nor dissatisfied 31 20.66667 21

Satisfied 55 36.66667 37

Extremely satisfied 13 8.666667 9

Total 150 100 100

Interpretation: Above graph shows 9% customer are extremely satisfied, 27% customer are

satisfied, 27% customer are neither satisfied nor dissatisfied and 15% customer are

dissatisfied and 22% customer are extremely dissatisfied.

Inference: 70% customer are Dissatisfied it shows that use of cars gives less results.

22%

15%

27%

27%

9%

Satisfaction Level Of customer

Extremely dissatisfied

Dissatisfied

Neither satisfied nor

dissatisfied

Satisfied

Extremely satisfied


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Table No 9: Availability of Volkswagen cars for Dealers become easy and

quick.


Yes 85 56.66667 57

No 65 43.33333 43

Total 150 100 100

Interpretation: Above graph shows 57% Dealers response is availability of Volkswagen cars

become easy and quick and 43% Dealers response is No.

Inference: There is need to improve the distribution network of volkswagen.

57%

43% Yes

No

Availability of volkswagen cars for

dealer Easy and Quick


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Table No 10: Different car companies offer & advertise for

sale.

Response Respondent Percent Approx

TATA 21 14 14

Hyundai 24 16 16

Honda 45 30 30

Maruti Suzuki 19 12.6666 13

Fiat 16 10.33333 10

Volkswagen 25 16.66667 17

Total 150 100 100

TATA 14

Hyundai 16

Volkswagen 30

Maruti Suzuki 13

Fiat 10

Honda 17

Total 100

Interpretation: above graph shows dealer offers & advertise for sale 14% by TATA,16% for

Hyundai,30%for Volkswagen,13% for Maruti Suzuki,10% for Fiat & 17% for Honda

respectively.Inference:Volkswagen & Hyundai give more offer for sale.

1416

30

13

10

17

0

5

10

15

20

25

30

35

TATA Hyundai Volkswagen Maruti Suzuki Fiat Honda

companies advertise for sale


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Table No 11: customer response for volkswagen


Good 117 78 78

Bad 33 22 22

Total 150 100 100

Interpretation: Above graph indicates that 62% Volkswagen car users gives a good response

to retailers and 38% gives bad response to retailers.

Inference: Customers getting the good results from the use of Volkswagen car.

78

22

customer responce

Good

Bad


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Table no. 12 How many dealer supply Volkswagen car.


Yes 35 70 70

No 15 30 30

Total 50 100 100

Interpretation: Above graph indicates that 70% of Dealers supply the Volkswagen cars and

30% are not supplying volkswagen.

Inference: Graph shows that 70% Dealers supply volkswgen cars and other remaining supply

other.

70

30

0

10

20

30

40

50

60

70

80

Yes No

Series1

Dealer Supply of volkswagen


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Table No13: Dealers response for Volkswagen cars.


Good 65 65 65

Bad 35 35 35

Total 100 100 100

Interpretation: Above graph indicates 65% dealers give the good response and 35% dealers

give bad response.

Inference: Reason for bad response is dealers have large demand & for offers about

Volkswagen cars etc.

65%

35%

Good

Bad

dealers response for volkswagen


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Findings

The collected data is categorized in a systematic way according to need of objectives

and then simple statistical techniques like percentage, pie chart, graphs are made in use to

analyze the data.

Findings

Kolhapur is situated at west maharashtra region near goa where lots of whole sellerlives and most of the businessman are lives such as sanjay ghodavat & others which

are generally use to prefer a foreign branded cars.

In kolhapur region the sourses of money for purchasing a branded cars are availabledue to the existence of wholesale market area by using that area people earn sufficient

amout to purchase cars.

There are various dealers available in kolhapur region which supply the variousbrands of cars such as Chevrolet,Honda, Maruti Suzuki, TATA, Volkswagen etc.

People in kolhapur area are aware about various brands of cars which is affect on thesale of car of different brands.

Service centre of Volkswagen are situated near national highway no.4 which givebetter customer facilty .

Maximum people lives in kolhapur are educated & highly qualified hence theawareness about new brands of cars & feature are good.

Customer in kolhapur are intrested in service facility & safety of the volkswgen car.

Dealers in kolhapur area are well aware about Volkswagen company & the sale issatisfactory.

Customer of volkswgen cars in kolhapur area are satifed by using Volkswagen car.


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suggestion

Kolhapur region are good for increasing the sales of Volkswagen cars because the

people slowly aware about the Volkswagen car company.so for increase the

awareness advertising & other promotional activity must be improve.

Promotional activity should be organised in the peak locality area to make aware

about the new models of car & awareness about company.

Company should give major emphasis on marketing of the product through extension

programmes like auto expo, and release of magazine for people etc.

It should also make efforts to produce other forms of new models especially which

has good demand in the market.

Company may announce attractive cash discounts and allowances to the dealers

which will help in the promotion of the product.

Company should target big customers by sending mails or message or giving some

offer or gift to the customer and follow - up which may influence small customers

also.

Company should focus more on area where dealers network is strong and wide.

Maintain good relationship with customers.

Encourage distributor to maintain good customer relation with retailers and dealers.

More focus on adequate supply of the material and timely availability of material for

provide a better service to the customer.

Company should fulfil the demands of the dealers and retailers for the supply of

material.


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Limitations

1. The survey and research was carried out on the basis of data collected and informationgiven by the surveyed customers. This source may have some limitations

2. Sometimes data was taken from the family members of the farmer which differ in the

information.

3. It was tried to meet maximum possible customers to increase the accuracy. However,

due to time and economical constraints, large number of customers could not be

surveyed.

4. Sometimes respondents were reluctant to answer questions, which consequently

increase the possibility of error.

5. Some customers were not interested to answer few questions because their experience

with field assistants of different fertilizer company was not satisfactory


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Conclusion

This project was to study the sales and service management in Kolhapur for

volkswagen.

Through this project, it was tried to study the sales & service system of volkswagen

for Unique Automobiles and also helped to study the Market share and position of different

car dealers etc.

At end of the study concluded that

Annual requirement of Volkswagen car in Kolhapur area is experiencing steep

increse.

There is need to aware the customers about the feature of Volkswagen cars as

compare to other cars company.

The source of awareness is from the Retailers suggestions and customers

feedback forms, promotional activities and exhibitions.

More of customers are satisfied with the use of Volkswagen car from Unique

Automobile in Kolhapur region.

Dealers receive good response from the customers for giving good service to

them.

If the quality and good dealers network is coupled with the promotional activities,

Volkswagen cars can snatch more market share. For improving sales & service facility,

Unique automobile will have to revise its role.

KOLHAPUR District is one of the potential areas of Maharashtra, where most of the

customers are engaged in business, dealership and government job. Therefore there is large

market potential for Volkswagen car.

This project has given a great opportunity to work in organization and company. It

has given a lot of support and encouragement in learning, improving knowledge about market

share ,sales & service. It has also helped to study the role of Volkswagen in Indian economy.


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BIBLIOGRAPHY

Company website. (www.volkswagen.com)www.autoexpo.comwww.zigwheels.com.
http://www.volkswagen.com/http://www.volkswagen.com/http://www.volkswagen.com/http://www.autoexpo.com/http://www.autoexpo.com/http://www.autoexpo.com/http://www.zigwheels.com/http://www.zigwheels.com/http://www.zigwheels.com/http://www.zigwheels.com/http://www.autoexpo.com/http://www.volkswagen.com/


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Questionnaire

Q1. Personal detail:

Name: ---------------------------------------------

Age :

Address :

Q.2 Customer Satisfaction Survey

YES NO

Q.3 Which type of company they use to give better service.

Maruti Suzuki Honda Tata Volkswagen

Q.4 Awareness about Volkswagen car.

YES NO

Q.5 Use of Volkswagen cars.

YES NO

Q.6 Cars use in India

HYUNDIA TATA MARUTI SUZUKI

HONDA FIAT VOLKSWAGEN

Q.7 Source for awareness about car


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TV Advertisement Promotional activities and Exhibitions

Newspapers Broucher,internet. Any other

Q.8 For which type of car customer prefer to use

Less pricse Milage safety Comfort

Brand Looks

Q.9 Satisfaction Level of Customer

Extremely dissatisfied Dissatisfied Neither satisfied nor dissatisfied

Satisfied Extremely satisfied

Q. 10 Availability of Volkswagen cars for Dealers become easy and quick

YES NO

Q.11 Different car companies offer & advertise for sale.

Tata Hyundai Honda Maruti Suzuki

Fiat Volkswagen

Q.12 Customer response for Volkswagen

GOOD BAD

Q.13. How many dealer supply Volkswagen car

YES NO

Q.14 Dealers response for Volkswagen cars.

GOOD BAD


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project at volskwagen

Documents