NEED OF THE STUDY

In India automobile industry is growing rapidly and there is a intensifying competition between many players. Every company is trying to acquire maximum market share. In this process companies are establishing their dealership in everywhere of the market now, dealer of one company in the same market much competition in among them. The need of the study is aimed to measuring the satisfaction and market performance and relationship with customer at Hero Moto corps which is very important for the product to service in the market. The survey result may help company to understand marketing performance to customers view towards their products.

SCOPE OF THE STUDY

The dealer service activities focus mainly on existing dealers. and some of the dealers are more important than others. Why because development sales and marketing programs operational procedure and information and measuring system undertaken by them. Data will be collected from respondents by serving questionnaires which is developed based on the objectives of the study . The study has been conducting in Karimnagar and surroundings. The data has been collecting from the customers by personal interviews. The sample size is 100. Customer is examined and asked about their opinions views and satisfaction level with regards to selected aspects like product, price and promotion. The project study will cover the consumers, customers, competitors, dealers. Etc. It provides an insight into the difficult parameters of buyers, competitors, dealers decision that makes people to purchase.

OBJECTIVES OF THE STUDY

To analyze the service quality of the dealers. To identify the impact of services on sales. To measure the performance of sales promotion practices. To find the factors which customers are looking before purchasing. To analyze the relationship practices of dealers.

RESEARCH METHODOLOGY: Sources of the data:

Primary data: The research method used in this case is survey type for the collection of the primary data. In this primary data collection facts and figures are the raw materials in which research workers. In this primary data collection information is obtained from original sources at first had by research. By this method one can get original data specifically on project on hand. Primary data can be collected slowly at high cost but is offers much greater accuracy and reliability but it has to be created. There are many methods of obtaining primary data. One of obtaining primary data. One of them which is used here Is survey method of questionnaire technique. Secondary data: This secondary data were collected from websites, text book. Company reports others sources. Research instrument: A structured designed questionnaire is used collecting the primary data from the respondents the questionnaires consist of dichotomous questions open ended and closed ended question. Data processing: Operations which are preformed with the purpose of summarizing. The collected data and organizing data. Data processing which include edit, coding and data entry. There activities erasure. The accuracy of that data and its conversion from raw from to reduced and classified forms and more appropriate for analysis.

Editing: Record raw data is normally less than perfect and the first phase through which data must pass in editing. It is necessary that the collected data are present readable and accurate in the desire from I.e. data collected has no same missing values all entries are readable or all information is accurate. This introduces errors in collected information which are to be rectified before further analysis. Editing comprises inspecting correcting and modifying. The raw data to ensure. That the information is available correctly adequately and relevantly. Coding: It is observed that investigation the respondents give wide variety of answers to the same questions. Thus for proper analysis there is a need group there answers to gather in some way and then assign numeric or other codes to category of answers. Coding can be done either at the time of preparing the questionnaire or after editing the raw data. Procedure for coding: Before coding it is necessary prepare a coding frame. Coding frame is set of clearly printed instructions on both the groupings of the answers and on the codes which are to be assigned to each group. The instruction can be framed by taking a sub-sample from the collected data and producing a detailed list all the answers obtained for various kinds of inquiries. Tabulation: When a mass data has been assembled it becomes necessary for the researcher to arrange the some kind of concise and order. This procedure, I referred to be logical as tabulation. Tabulation is a process of summarizing raw data and displaying same in compact form further analysis. In broader sense tabulation is an orderly arrangement

of data in columns and rows quantitative analysis of the social and economic situation are usually more convincing them the quantitative approach and are capable of comparison with finding of other studies.

LIMITATIONS
The project study will be carried out for 45 days only. Respondents inability to give the correct answers or lack of information on unwillingness to give correct answers. Time being the constant so project study will be done for a limited population in karimnagar.

CHAPTERIZATION
Chapter-1 Introduction of the study. Need of the study. Literature Review Objective of the study. Scope of the study. Research methodology. Limitations.

Chapter II Industry Profile Company Profile Chapter III Conceptual frame work Chapter-IV Analysis and interpretation Chapter-V Finding Suggestions and Recommendation Conclusions

INDUSTRIAL PROFILE
HISTORY OF THE TWO WHEELERS: The Britannica Encyclopedia a motorcycle as a bike or tricycle propelled by an internal combustion engine (or, less often by an electric engine). The automobile was the reply to the 19th century reams of self-propelling the horse-drawn carriage. Similarly, the invention of the motorcycle created the self propelling bicycle. The first commercial design was three-wheeler built by Edward Butler in Great Britain in 1884. This employed a horizontal single-cylinder gasoline engine mounted between two steer able front wheels and connected by a drive chain to the rear wheel. The 1900s saw the conversion of many bicycles or pedal cycles by adding small, centrally mounted spark ignition engine engines. There was then felt the need for reliable constructions. This led to road trial tests and competition between manufacturers. Tourist Trophy (TT) races were held on the Isle of man in 1907 as reliability or endurance races. Such were the proving ground for many new ideas from early twostroke-cycle designs to supercharged multivalent engines mounted on aerodynamic, carbon fiber reinforced bodywork. INVENTION OF TWO WHEELERS: The invention of two wheelers is a much-debated issue. Who invented the first motorcycle? May seem like a simple question, safety, bicycle, i.e., bicycle with front and rear wheels of the same size, with a pedal crank mechanism to drive the rear wheel. Those bicycles in turn described from high-wheel bicycles. The high wheelers descended from an early type of pushbike, without pedals, propelled by the riders feet pushing against the ground. These appeared around 1800, used iron banded wagon wheels, and were called bone-crushers, both for their jarring ride, and their tendency to toss their riders. Gottiieb Daimler (who credited with the building the first motorcycle in 1885, one wheel in the front and one in the back, although it had a smaller spring-loaded outrigger wheel on each side. It was constructed mostly of wood, the wheels were of the iron-banded wooden-spooked wagon-type and it definitely had a bone-crusher chassis!

FURTHER DEVELOPMENTS: Most of the developments during the early phase concentrated on three and four-wheeled design since it was complex enough to get the machines running with out having to worry about them falling over. The next notable two-wheeler though was the Hildebrand & Wolf Mueller, patented in Munich in 1894. In 1895, the French firm of DeDion-button built and engine that was to make the mass production and common use of motorcycle possible. The first motorcycle with electric start and a fully modem electrical system; the Hence special from the Indian Motorcycle Company astounded the industry in 1931. Before World War 1, IMC was the largest motorcycle manufacturer in the world producing over 20000 bikes per year. INCREASING POPULARITY: The popularity of the vehicle grew especially after 1910, in 1916; the Indian motorcycle company introduced the model H racer, and placed it on sale. During World War 1, all branches of the armed forces in Europe used motorcycles principally for dispatching. After the war, it enjoyed a sport vogue until the Great Depression began in motorcycles lasted into the late 20th century; weight the vehicle being used for high-speed touring and sport competitions. The more sophisticated of a 125cc model. Since then, an increasing number of powerful bikes have blazed the roads. HISTORICAL INDUSTRY DEVELOPMENTS: Indian is the second largest manufacturer and producer to two wheelers in the World. It stands next only to Japan and China in terms of the number of V produced and domestic sales respectively. This destination was achieved due to variety of reason like restrictive policy followed by the government of India towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system etc. The Indian two-wheelers industry made a small beginning in the early 50s when Automobile products of India (API) started manufacturing scooters in the country. Until 1958, API and Enfield were the sole producers. The two wheelers market was opened were opened to foreign competition in the mid-80s. And the then market leaders-Escorts and Enfield were caught unaware by the onslaught of the 100cc bikes of the four Indo- Japanese joint ventures. With the

availability of fuel-efficiency low power bikes, demand swelled, resulting in Hero then the only producer of four stroke bikes (100cc category), gaining a top slot. The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and Hero brought in the first two-stroke and four-stroke engine motorcycles respectively. These two players initially started with assembly of CKD Kits, and later on progressed to indigenous manufacturing. The industry had a smooth ride in the 50s, 60s and 70s when government prohibited new entries and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s. The industry witnessed a steady of 14% leading to a peak volume of 1.9 mn vehicles in 1990. The reason for recession in the sector were the incessant rise in fuel prices, high input costs and reduced purchasing power due to significant like increased production in 1992, due to new entrants coupled with recession in the industry resulted in companies either reporting losses or a fall in profits.

HERO MOTOCORP LTD It's a story about transformation. A company that kept growing stronger through its innovations & quality. An enterprise driven by a burning passion to provide the nation with fuel efficient, comfortable and eco friendly two wheelers AWARDS 2011 Two-wheeler Manufacturer of the Year award by Bike India magazine. Adjudged the "Bike Manufacturer of the Year" at the Economic Times ZigWheels Car and Bike Awards. CNBC Awaaz - Storyboard special commendation for "Effective rebranding of a new corporate entity" by CNBC Awaaz Consumer Awards "Most Recommended Two-Wheeler Brand of the Year" award by CNBC Awaaz Consumer Awards Colloquy Loyalty Awards "Innovation in Loyalty Marketing International 2011" for Hero GoodLife "Best Activity Generating Short or Long-Term Brand Loyalty" by the Promotion Marketing Award of Asia Order of Merit for Hero GoodLife Ranked No 1 brand in the Auto (Two-Wheelers) category in the Brand Equity "Most Trusted Brand"2011 survey 2010 Rated as Top Indian Company in Automobile - Two Wheelers sector by Dun & Bradstreet - Rolta Corporate Awards 2009 Most Preferred Brand of Two-Wheelers" award at the CNBC Awaaz Consumer Awards. Adjudged at top of the two-wheeler category in the Brand Equity Most Trusted Brands 2010 Survey Ranked No. 3 Most Trusted Brand across categories amongst Young Adult Males Company of the Year awarded by Economic Times Awards for Corporate Excellence 2008-09

CNBC TV18 Overdrive Awards 2010 'Hall of Fame' to Splendor NDTV Profit Car & Bike Awards 2010 Two-wheeler Manufacturer of the Year CnB Viewers' Choice Two-wheeler of the Year (Karizma ZMR) Bike Maker of the Year by ET-ZigWheels Car & Bike of the Year Awards 2009"

2009 'Two-wheeler Manufacturer of the Year' by NDTV Profit Car & Bike Awards 2009 and Passion Pro adjudged as CNB Viewers' Choice two-wheeler Top Indian Company under the 'Automobile - Two-wheelers' sector bythe Dun & Bradstreet-Rolta Corporate Awards Won Gold in the Reader's Digest Trusted Brand 2009 in the 'Motorcycles' category NDTV Profit Business Leadership Awards 2009 - two-wheeler category 2008 NDTV Profit Business Leadership Award 2008 - Hero Honda Wins the Coveted "NDTV Profit Business Leadership Award 2008" TopGear Design Awards 2008 - Hunk Bike of the Year Award NDTV Profit Car India & Bike India Awards - NDTV "Viewers' Choice Award" to Hunk in Bike categoryIndiaTimes Mindscape and Savile Row ( A Forbes Group Venture ) Loyalty Awards - "Customer and Brand Loyalty Award" in Automobile (two-wheeler) sector Asian Retail Congress Award for Retail Excellence (Strategies and Solutions of business innovation and transformation) - Best Customer Loyalty Program in Automobile category NDTV Profit Car India & Bike India Awards - Bike Manufacturer of the year Overdrive Magazine - Bike Manufacturer of the year TNS Voice of the Customer Awards: No.1 executive motorcycle Splendor NXG No.1 standard motorcycle CD Deluxe

No. 1 premium motorcycle CBZ Xtreme

2007 The NDTV Profit Car India & Bike India Awards 2007 in the following category: Overall "Bike of the Year" - CBZ X-treme "Bike of the Year" - CBZ X-treme (up to 150 cc category) "Bike Technology of the Year" - Glamout PGM FI "Auto Tech of the Year" - Glamout PGM FI by Overdrive Magazine. "Bike of the Year" - CBZ X-treme by Overdrive Magazine. Ranked CBZ X-treme "Bike of the Year" - by B S Motoring Magazine "Most Trusted Company" , by TNS Voice of the Customer Awards 2006. CD Deluxe rated as "No 1 standard motorcycle" by TNS Voice of the Customer Awards 2006. 2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company) One of the 8 Indian companies to enter the Forbes top 200 list of world's most reputed companies No. 1 in automobile industry by TNS Corporate Social Responsibility Award Best in its class awards for each category by TNS Total Customer Satisfaction Awards 2006: Splendor Plus (Executive) CD Deluxe (Entry) Pleasure (Gearless Scooters) Splendor & Passion - Top two models in two wheeler category by ET Brand Equity Survey 2006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company)

 Top Indian company in the Automobile - Two Wheeler sector by Dun & Bradstreet - American Express Corporate Awards 2006 Hero Honda Splendor rated as India's most preferred two-wheeler brand at the Awaaz Consumer Awards 2006 Certificate of Export Excellence for outstanding export performance during 2003-04 for two-wheeler & three- wheelers - Complete (Non SSI) by Engineering Export Promotion Council The NDTV Profit Car India & Bike India Awards 2006 in the following category: Bike Maker of the Year 2005 Awaaz Consumer Awards 2005 - India's most preferred two-wheeler brand by CNBC in the 'Automobiles' category. Bike Maker of the Year Award by Overdrive Magazine Bike of the Year - Achiever Bike of the Year - Achiever (up to 150 cc category) Bike of the Year - Glamour (up to 125 cc category) NDTV Viewers' Choice Award to Glamour in the bike category

ICWAI National Award for Excellence (Second) in Cost Management 2004 in the private sector category by ICWAI 10th Motilal Oswal Wealth Creator Award for as the most consistent wealth creator for the period 1991-2005 2004 Winner of the Review 200 - Asia's Leading Companies Award (3rd Rank amongst the top 10 Indian companies) GVC Level 1 (Highest Rating) by CRISIL for corporate Governance. Adjudged as the Best Value Creator - Large Size Companies 2003-04 by The Outlook Money

Corporate Excellence Award 2004 by Indian Institute of Materials Management Adjudged as the Organization with Innovative HR Practices by HT Power Jobs for HR Excellence ICSI National Award for Excellence in Corporate Governance 2004 by The Institute of Company Secretaries of India

2003 2002 Bike Maker of the Year by Overdrive Magazine Winner of the Review 200 - Asia 's Leading Companies Award (4th Rank amongst the top 10 Indian companies) Company of the Year of ET Awards for Corporate Excellence Ranked 4th in 'Overall Best Managed Company' category, ranked 3rd in 'Best Financial Management' and 'Best Operational Efficiency' category, ranked 6th in 'Overall Best Investor Relations' category, by Asiamoney 2001 Bike Maker of the Year by Overdrive Magazine Winner of the Review 200 - Asia 's Leading Companies Award (9th Rank amongst the top 10 Indian Companies) Winner of Three Leaves Award for showing Corporate Environment Responsibility in the Automobile Sector by Centre for Science & Environment Highest Wealth Creating Company of the Year Award by the Money GVC Level 1 (Highest Rating) by CRISIL for Corporate Governance Winner of the Review 200 - Asia 's Leading Companies Award (3rd Rank amongst the top 10 Indian companies) Most Respected Company in Automobile Sector by Business World Bike Maker of the Year by Overdrive Magazine

1999 National Productivity Award for the Best Productivity Award in the category of Automobile & Tractor presented by Vice President of India 1995 The Analyst Award 1995 presented to Hero Honda Motors Ltd. on being ranked 9th amongst the most investor rewarding companies in India.

National Award for outstanding contribution to the Development of Indian Small Scale Industry (NSIC Award Presented by President of India).

1991 Economic Times-Harvard Business School Award for Corporate Performance to Hero Honda Motors Ltd. BOARD OF DIRECTORS

No. Name of the Directors 1 2 3 4 5 6 7 Mr. Brijmohan Lall Munjal Mr. Pawan Munjal Mr. Toshiaki Nakagawa Mr. Sumihisa Fukuda Mr. Sunil Kant Munjal Mr. Suman Kant Munjal Mr. Takashi Nagai

Designation Chairman & Whole-time Director Managing Director & C.E.O. Joint Managing Director Technical Director Non-Executive Director Non-Executive Director Non-Executive Director

8 9

Mr. Yuji Shiga Mr. Pradeep Dinodia

Non-Executive Director Non-executive Director Non-executive Director Non-executive Director Non-executive Director Non-executive Director Non-executive Director Non-executive Director Non-executive Director & Independent

10

Gen. (Retd.) V. P. Malik

&

Independent

11

Mr. Analjit Singh

&

Independent

12

Dr. Pritam Singh

&

Independent

13

Ms. Shobhana Bhartia

&

Independent

14.

Mr. M. Damodaran

&

Independent

15.

Mr. Ravi Nath

&

Independent

16.

Dr. Anand C. Burman

&

Independent

KEY MILESTONES OF HERO

Year Event

1983

Joint Collaboration Agreement with Hero Motor Co. Ltd. Japan signed Shareholders Agreement signed

1984

Hero Motor Co. Ltd.. Incorporated

1985

First motorcycle "CD 100" rolled out

1987

100,000th motorcycle produced

1989

New motorcycle model - "Sleek" introduced

1991

New motorcycle model - "CD 100 SS" introduced 500,000th motorcycle produced

1992

Raman Munjal Vidya Mandir inaugurated - A School in the memory of founder Managing Director, Mr. Raman Kant Munjal

1994

New motorcycle model - "Splendor" introduced 1,000,000th motorcycle produced

1997

New motorcycle model - "Street" introduced Hero's 2nd manufacturing plant at Gurgaon inaugurated

1998

2,000,000th motorcycle produced

1999

New motorcycle model - "CBZ" introduced Environment Management System of Dharuhera Plant certified with ISO14001 by DNV Holland Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of founder Managing Director, Mr. Raman Kant Munjal

2000

4,000,000th motorcycle produced Environment Management System of Gurgaon Plant certified ISO-14001 by DNV Holland Splendor declared 'World No. 1' - largest selling single two-wheeler model "Hero Passport Programme" - CRM Programme launched

2001

New motorcycle model - "Passion" introduced One million production in one single year New motorcycle model - "Joy" introduced 5,000,000th motorcycle produced

2002

New motorcycle model - "Dawn" introduced New motorcycle model - "Ambition" introduced Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan Singh and Zaheer Khan as Brand Ambassadors

2003

Becomes the first Indian Company to cross the cumulative 7 million sales mark Splendor has emerged as the World's largest selling model for the third

calendar year in a row (2000, 2001, 2002) New motorcycle model - "CD Dawn" introduced New motorcycle model - "Splendor +" introduced New motorcycle model - "Passion Plus" introduced New motorcycle model - "Karizma" introduced

2004

New motorcycle model - "Ambition 135" introduced Hero became the World No. 1 Company for the third consecutive year. Crossed sales of over 2 million units in a single year, a global record. Splendor - World's largest selling motorcycle crossed the 5 million mark New motorcycle model - "CBZ*" introduced Joint Technical Agreement renewed Total sales crossed a record of 10 million motorcycles

2005

Hero is the World No. 1 for the 4th year in a row New motorcycle model - "Super Splendor" introduced New motorcycle model - "CD Deluxe" introduced New motorcycle model - "Glamour" introduced New motorcycle model - "Achiever" introduced First Scooter model from Hero - "Pleasure" introduced

2006

Hero is the World No. 1 for the 5th year in a row 15 million production milestone achieved

2007

Hero is the World No. 1 for the 6th year in a row New 'Splendor NXG' launched New 'CD Deluxe' launched New 'Passion Plus' launched New motorcycle model 'Hunk' launched 20 million production milestone achieved

2008

Hero Haridwar Plant inauguration New 'Pleasure' launched Splendor NXG launched with power start feature New motorcycle model 'Passion Pro' launched New 'CBZ Xtreme' launched 25 million production milestone achieved CD Deluxe launched with power start feature New 'Glamour' launched

2009

Hunk' (Limited Edition) launched Splendor completed 11 million production landmark New motorcycle model 'Karizma - ZMR' launched

2010

Silver jubilee celebrations New model Splendor Pro launched

2011

Launch of new Super Splendor and New Hunk

Launch of new refreshed versions of Glamour, Glamour FI, CBZ Xtreme, Karizma Crosses the landmark figure of 5 million cumulative sales in a single year

CORPORATE SOCIAL RESPONSIBILITY (CSR) Stakeholder Ties At The Grassroots Hero MotoCorp Ltd. takes considerable pride in its stakeholder relationships, especially ones developed at the grassroots. The Company believes it has managed to bring an economically and socially backward region in Dharuhera, Haryana, into the national economic mainstream. An Integrated Rural Development Centre has been set up on 40 acres of land along the Delhi-Jaipur Highway. The Centre-complete with wide approach roads, clean water, and education facilities for both adults and children-now nurtures a vibrant, educated and healthy community. The Foundation has adopted various villages located within vicinity of the Hero factory at Dharuhera for integrated rural development. This includes:

Installation of deep bore hand pumps to provide clean drinking water. Constructing metalled roads and connecting these villages to the National Highway (NH -8).

Renovating primary school buildings and providing hygienic water and toilet facilities.

Ensuring a proper drainage system at each of these villages to prevent waterlogging.

Promoting non-conventional sources of energy by providing a 50 per cent subsidy on biogas plants. The Raman Munjal Vidya Mandir began with three classes (up to class II)

and 55 students from nearby areas. It has now grown into a modern Senior Secondary,

CBSE affiliated co-educational school with over 1200 students and 61 teachers. The school has a spacious playground, an ultra-modern laboratory, a well-equipped audio visual room, an activity room, a well-stocked library and a computer centre. The Raman Munjal Sports Complex has basketball courts, volleyball courts, and hockey and football grounds are used by the local villagers. In the near future, sports academies are planned for volley ball and basket ball, in collaboration with National Sports Authority of India. Vocational Training Centre In order to help local rural people, especially women, Hero has set up a Vocational Training Centre. So far 26 batches comprising of nearly 625 women have been trained in tailoring, embroidery and knitting. The Company has helped women trained at this centre to set up a production unit to stitch uniforms for Hero employees. Interestingly, most of the women are now self-employed. Adult Literacy Mission This Scheme was launched on 21st September, 1999, covering the nearby villages of Malpura, Kapriwas and Sidhrawali. The project started with a modest enrolment of 36 adults. Hero is now in the process of imparting Adult Literacy Capsules to another 100 adults by getting village heads and other prominent villagers to motivate illiterate adults. Marriages of underprivileged girls Marriages are organized from time to time, particularly for girls from backward classes, by the Foundation by providing financial help and other support to the families. Rural Health Care Besides setting up a modern hospital, the Foundation also regularly provides doorstep health care services to the local community. Free health care and medical camps are now a regular feature in the Hero Group's community outreach program

KEY POLICIES AN ENVIRONMENTALLY AND SOCIALLY, AWARE COMPANY At Hero, our goal is not only to sell you a bike, but also to help you every step of the way in making your world a better place to live in. Besides its will to provide a high-quality service to all of its customers, Hero takes a stand as a socially responsible enterprise respectful of its environment and respectful of the important issues. Hero has been strongly committed not only to environmental conservation programmers but also expresses the increasingly inseparable balance between the economic concerns and the environmental and social issues faced by a business. A business must not grow at the expense of mankind and man's future but rather must serve mankind.

"We must do something for the community from whose land we generate our wealth." A famous quote from our Worthy Chairman Mr.Brijmohan Lall Munjal. Environment Policy We at Hero are committed to demonstrate excellence in our environmental performance on a continual basis, as an intrinsic element of our corporate philosophy. To achieve this we commit ourselves to:

Integrate environmental attributes and cleaner production in all our business processes and practices with specific consideration to substitution of hazardous chemicals, where viable and strengthen the greening of supply chain.

Continue product innovations to improve environmental compatibility. Comply with all applicable environmental legislation and also controlling our environmental discharges through the principles of "alara" (as low as reasonably achievable).

Institutionalise resource conservation, in particular, in the areas of oil, water, electrical energy, paints and chemicals.

Enhance environmental awareness of our employees and dealers / vendors, while promoting their involvement in ensuring sound environmental management.

Quality Policy Excellence in quality is the core value of Hero's philosophy. We are committed at all levels to achieve high quality in whatever we do, particularly in our products and services which will meet and exceed customer's growing aspirations through:

Innovation in products, processes and services. Continuous improvement in our total quality management systems. Teamwork and responsibility.

Safety Policy Hero is committed to safety and health of its employees and other persons who may be affected by its operations. We believe that the safe work practices lead to better business performance, motivated workforce and higher productivity. We shall create a safety culture in the organization by:

Integrating safety and health matters in all our activities. Ensuring compliance with all applicable legislative requirements. Empowering employees to ensure safety in their respective work places. Promoting safety and health awareness amongst employees, suppliers and contractors.

Continuous improvements in safety performance through precautions besides participation and training of employees.

MARKET
Market is a physical place where buyers and sellers gathered to buy and sell goods. Economists describe a market as a collection of buyers and sellers who transact over a particular product or product class.

Marketing
Marketing is everywhere, formally or informally. People & organizations engage in a vast number of activities that we could call Marketing. Philip Kotler

American Marketing Association [AMA]

Marketing is an organizational function and a set of process for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stake holders. Marketing is the performance of business activities that direct the flow of goods and services from the producer to the consumer. Distribution channels are not limited to products only even the services provided by a producer may pass through this channel and reach the customer. Both

direct and indirect channels come into use in this case. For instance, the hotel industry provides facility for lodging to its customers, which is a non-physical commodity or a service. The hotel may provide rooms on direct booking as well as through indirect channels like tour operators, travel agents, airlines etc. Distribution chain has seen several improvements in the form of franchising. Also there has been link ups between two service sectors like travel and tourism which has made services available more accessible to the customer. For instance hotels also provide cars on rent. Functions of a Distribution Channel

The primary function of a distribution channel is to bridge the gap between production and consumption.

A close study of the market is extremely essential. A sound marketing plan depends upon thorough market study.

The distribution channel is also responsible for promoting the product. Awareness regarding products and other offers should be created among the consumers.

Creating contacts or prospective buyers and maintaining liaison with existing ones.

Understanding the customer's needs and adjusting the offer accordingly. Negotiate price and other offers related to the product as per the customer demand.

Storage and distribution of goods Catering to the financial requirements for the smooth working of the distribution chain.

Risk taking for example by stock holding

Three Levels of the Distribution Channel

In level (1) there are no intermediaries involved, the manufacturer is selling directly to the customer. This is called the'direct-marketing' channel. Examples of direct marketing channel can be seen at factory outlet stores. Various hotels prefer direct-marketing, they market their services directly to their customers without taking the help of any retail intermediary (travel agent). Levels (2) and (3) are examples of 'indirect-marketing' channels. In level (2) one intermediary or retailer is used. A Retailer sells goods/services directly to the end users. Retailer buys products from manufacturers or wholesalers. In level (3) along with retailer a second member is added to the distribution chain. He is the wholesaler. A wholesaler buys and stores products in bulk from manufacturers. He sells these products in smaller quantities to retailers.

Dealership
Dealership is to sell certain products of the company as per the dealership agreement. If you see the car showrooms they are dealer of the car they sell and in turn they get commission. before a company appoints any one as dealer they have certain criteria to be fulfilled in terms of capital. space ,service centers etc.

Dealer
Any person who carries on business in purchasing, selling, supplying or distributing goods and also includes works i.e.., contractor, company, Co-operative Society, Broker, Commission Agent, Auctioneer or any other mercantile Agent for the consideration of cash, commission and deferred payment. A dealer is a right granted to an individual or group to market a companys goods and services within a certain territory or location. A dealer owns the overall rights and trademarks of the company. The dealer must follow the certain rules and

guidelines. Dealership has become one of the most popular ways of doing business in todays market place. The environment looking ahead is expected to greatly increase the importance of contact with customers. Distribution has been called the other half of the marketing. This is so because the expenditure incurred and efforts involved in distribution, accounts for nearly 50% of total expenses of all the marketing efforts. Distribution is a value added activity where the products are moved to the place of demand and stored till sold. Physical distribution is the set of activities used in managing the flow of products from manufacturers to consumers and end users.

Dealer Role:
Every manufacturer will need to strive even harder to ensure that customer experience with every aspect of contact with the product (through sales, after-sales service and product use and ownership) will exceed their expectations. Here the role of the dealer and the network is invaluable.

Importance Of Dealer:
A good dealer relationship will also help you greatly with the factory, if there are problems that cannot be rectified by the dealer. The dealer will be your advocate with the factory, without them your complaints will not get too far up the chain.

Two Wheeler sales and Service:

They are a renowned name in the field of automobile industry. For this we have deployed a team of young professional who are technically sound and dedicated towards their work to offer the reliable 2 wheeler sale and services. We have various models of 2-wheelers in India to initiate a change and make a difference in the Indian 2-wheeler industry. Our complete range is manufactured as per the industry standards and to ensure the same it is procured only from reliable vendors.

We are very efficient, perfectly designed and dimensionally accurate in offering the 2 wheeler sale and services.

Distribution
Distribution has been called the other half of the marketing. This is so because the expenditure incurred and efforts involved in distribution, accounts for nearly 50% of total expenses of all the marketing efforts. Distribution is a value added activity where the products are moved to the place of demand and stored till sold. Physical distribution is the set of activities used in managing the flow of products from manufacturers to consumers and end users.

Importance: Physical distribution has attracted the attention of managers of modern industries because of number of reasons such as the following: Rising costs of distribution Excellent scope of saving costs. Contribution towards sales promotion.

These are briefly discussed there.

Rising Costs: Distribution costs are increasing day by day. The elements of distribution costs are labour, equipment, storage facilities like warehouses, inventory holding cost, transportation cost etc., In other words, as time passes, distribution outlays are increasing. Hence this has attracted the attention of management. In addition, following aspects also increases the costs of distribution. Globalization: this calls for the necessity to find new markets far and wide to meet sever competition. This increases the cost. Product mix: Larger the range of products higher the transportation costs.

Cost Saving: Better control and management of distribution opens up excellent scope of saving costs. Logistic areas, compared to others, have better potential for cost reduction. Examples of potential areas of saving are inventory control, proper location and number of warehouses, optimize the means and method of transportation and effective supervision. Sales promotion: Distribution if properly managed can work as a sales promotion

step. Examples are timely delivery, prompt replacement of damaged/ faculty equipment/products, higher service level etc.

NETWORK PLANNING AND STRATEGIC DECISIONS 1. The Strategic Decisions: The main objectives of distribution management are

the following: To meet customers needs To have competitive advantage over others.

This is the reason why we find similar firms have dissimilar distribution network. Strategic planning and design of network requires an organized approach. This requires strategic decisions. Following are the important decisions: Specifying the role of distributors. Determining the intensity of distribution. Identifying distribution alternatives. Evaluation of alternatives. Choosing specific channel members.

These are briefly discussed in the subsequent paragraphs. 2. Role of Distributors: Channel strategy should be designed within the context

of entire marketing mix. Channel objectives must support the marketing strategy of the firm. These objectives must include the following: 3. Channel performance Extent of control. Financial support Intensity of Distribution: aving decided the roles of distributors which

supports the overall marketing strategy, the next step is to identify the intensity of distribution. Following are the major distribution intensities. 4. Intensive distribution. Selective distribution and Exclusive distribution. Identifying Alternatives: In this step a number of factors are involved

such as the role, intensity, type of product, territory and customers. Based on length and width of channel distribution we have following alternatives. (1) Zero level (2) One level (3) Two levels and (4) three levels.

5. steps:

Evaluation of Alternatives:

This is a decision process having following

Revenue cost Analysis, Time horizon of development, Control consideration, Legal constraints, Channel availability.

Following are the criteria for evaluating alternatives: 6. Evolution of channels based on the stage of product cycle. Vertical marketing system. Horizontal marketing system, Multi-channel marketing system, and Managing the channel including conflicts. Choosing the Specific Channel Members: A number of factors influence

this decision, such as product, market, firm and middlemen. Two other factors relevant here are the following: Whether the middlemen sells to the market the product the producer wants to? Whether middlemens marketing efforts (4Ps) matches with that of the producer?

7.

Factors influencing Channel Decisions:

Following factors have profound

influence on strategic decisions on distribution network.

Marketing Conditions Company characteristics, Product attributes, Attitude of middlemen, Environmental conditions and Intensity of distribution.

SALES & SERVICE

India, the worlds, 2nd fastest growing auto market in top gear growth in the country is a hot destination for automobile manufacturers due to its robust economic growth, favourable demographics, higher disposable income, changing lifestyle and positive industrial eco system. India is expected to become the third biggest automaker in the world within next decade. According to Diane H Gulyas, president Dupoint performance polymers. Owing to its vertical and horizontal integration with other key segments of the economy, the Industry is said to be a major growth driver. The study will be made with a view to promote sample recommendation for taking actions and to improve sales and service on the two wheeler automobiles. They are providing a clear idea to the company how to attract and retain the customers for the survival and growth of organization.

Sales Analysis Methods:

1. Purpose: Invoice form the basic data for sales analysis. We have already

seen that sales analysis is a systematic process of finding answers to the following questions: What is sold? Where is it sold? By Whom it is sold? Who are the buyers?

Analysis is carried out when there is a purpose to do so. This is to solve a problem which we have discussed earlier. It must be done systematically. 2. Scope: Brief details of analysis is given below. The problem taken up here for

example, is the low sales of product and shortfall of sales volume objective. This analysis is intended to find to the causes in terms of product, territories salesman and customer accounts. (a). Products: Products are taken up for analyzing their actual sales vs quotas

based on sales volume objectives. In this analysis, product wise sales are listed down and ranked. Having identified the products having lowest sales, that product is taken up for further analysis to find the problems of low sales. (b) Territory: Here territory wise sale of affected product is examined to find

out which territory is showing lower turnover. (c) Salesman: Having identified territory showing poor sales, the next step is

to analyses the performance of all the salesman in that territory to examine whose performance is really poor and the reason thereof. (d) Customer Account: the next logical step is to analyze the customer accounts

and find out which class of customer account failed.

In this analysis there is no hard and fast rule of following a particular sequence. In other words, the sequence of analysis shown here viz. product-territorysalesman-customer account, can be re-scheduled and sequenced differently based on the particular problem being examined/ analyzed. 3. 4. Methodology: Presale call activities Sales call activities Conclusion: Better knowledge on sales potential of an area, greater the Method consists of following steps.

accuracy of forecasting sales volume objective.

SPLIT OF HERO WITH THE HONDA

The end of this 27 year old highly successful partnership is really a bit shocking. The official reasons cited were disagreement between the Munjals owned Hero and the Japanese motor giant Honda over various deals and issues, but in the market the speculations are that the real reasons can be the requirement of all twowheeler manufacturers to implement Bharat IV emission norms. While at the same time EURO-V norms will have to be implemented in the west, and keeping this in mind as Honda is already a big player in western markets, Honda has already invested heavily in R&D keeping the western up-gradation in mind. Honda is already a competitor of Hero Honda in the Indian markets so if they continue their partnership Honda will have to share their technology with Her. With about 26% stake of Hero in Hero Honda, Honda will not like to risk the large potential in Indian market by sharing their technologies. The partnership initiated on January 19, 1984. And, it will not end at least by 2014. Honda will continue their R&D assistance to Hero Honda. The company name will remain Hero Honda till 2014.

Well, as far as future is concerned Honda is a global company and it had probably taken this decision to come out of the Hero Honda shadow and further expand its 2 wheeler base in India. So its future seems to be progressive as far as Indian market is concerned. While, hero group has to look a lot to in future. The year 2015 will be the acid test for Hero motors, as that would have to single handedly continue Research and Technology operations and implement the new emission norms. Their will be a new hope in the smaller two wheeler companies too. This will ultimately benefit consumers as a price war is expected in 2015. Another issue is that Hero will have to pay Honda huge royalty. But market analysts and dealers feel that this move will in fact benefit Hero too, as Hero group will be Hero will benefit from exporting two wheelers. Export was earlier absent due to presence of partner Honda in other markets.

THE MARKETED BIKES Hero Moto Corp. Ltd.

1. How do you come to know about HERO motors? Table-4.1: Analyze the mode of channel that come to know about hero motors. S. no 1 2 3 4 Options Advertising Friends/relatives Reference Sales people TOTAL % of % of No. of No of Grand dealer dealer respondents respondents total 1 2 12 35 3 0 50 24% 70% 6% 0% 19 29 2 0 50 38% 58% 4% 0% 31% 64% 5% 0% 100

80% 70% 60% 50% 40% 30% 20% 10% 0% Advertising 24% 38%

70% 58%

6% Friends/relatives % of dealer 1

4%

0%

0%

Reference % of dealer 2

Sales people

Interpretation: 64% of the respondents says that they come to know about the Hero motors by friends/ relatives. 31% of the respondents says that they come to know about Hero motors by advertising 4% of respondents are come to know about Hero motors by reference 0% of respondents is come to know about Hero motors by sales people.

2. Are you aware of all the latest models in the HERO motors? TABLE 4.2: Analysis the awareness of all the latest models in the HERO motors. % of % of S. No. of No of Grand Options dealer dealer no respondents respondents total 1 2 1 2 Yes No TOTAL 28 22 50 56% 44% 20 30 50 40% 60% 48% 52% 100

70% 60% 60% 50% 40% Yes 30% 20% 10% 0% % of dealer 1 % of dealer 2 No 56% 44% 40%

Interpretation: From the above table it is observed that 52% of the respondents didnt aware of all the latest models in the Hero motors. 48% of the respondents aware of all the latest models in the Hero motors.

3. Which model you have purchased. ? Table-4.3: Analysis of model purchased in Hero motors. S. no 1 2 3 4 Options CBZ SPLENDO R + CD DELUX PASSION+ No. of respondents 16 14 02 08 % of dealer 1 32% 28% 4% 16% No of respondents 8 21 03 8 % of dealer 2 16% 42% 6% 16% Grand total 24% 35% 5% 16%

5 6

IMPLUSE PASSIONP RO TOTAL

02 08 50

4% 16%

1 9 50

2% 18%

3% 17% 100

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 16% 32%

42%

28% 18% 16%

16% 16% 6%

% of dealer 1 % of dealer 2

4%

4%

2%

Interpretation: 35% of respondents purchased CD Deluxe, 24% of the respondents have purchased the CBZ extreme model. 17% of the respondents purchased 16% respondents purchased passion+ 3% of the respondents purchased the Impulse bike and remaining

4. What factor made you to purchase HERO motors? TABLE-4.4: Analysis of factors made you to purchase HERO motors. S. no 1 2 3 Options Advertising Feature Affordable price % of % of No. of No of Grand dealer dealer respondents respondents total 1 2 07 40 03 14% 80% 6% 02 45 03 4% 90% 6% 09% 85% 06%

Total

50

50

100

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Advertising 14% 4% 80%

90%

% of dealer 1 % of dealer 2

6% Feature

6%

Affordable price

Interpretation: In among 100 respondents 85% of the respondents purchase the Hero motors by features. 9% of the respondents made to purchase Hero motors by advertisement 6% of the respondents made to purchased the Hero motors by affordable price.

5. How is the price of HERO motors compare with competitor?

Table-4.5: Analysis of the price of HERO motors compare with competitor.

S. no

Options

% of % of No. of No of Grand dealer dealer respondents respondents total 1 2

1 2 3

Highly Affordably Low Total

04 46 0 50

08% 92% 0%

4 46 0 50

08% 92% 0%

08% 92% 0% 100

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Highly 8% 8%

92% 92%

% of dealer 1 % of dealer 2

0% Affordably

0%

Low

Interpretation: In among 100 respondents 92% of the respondents says that the price of Hero Motors are affordable compare with competitors. 8% of the respondents says that the price of Hero Motors compare with competitor in High.

6. Compare to other brand motors (automobiles), HERO motors are? Table-4.6: Analysis of Hero motors compare to others.

S. no

Options

% of % of No. of No of Grand dealer dealer respondents respondents total 1 2

1 2 3 4

Good Better Average Not good Total

22 25 03 0 50

44% 50% 06% 00%

29 19 02 00 50

58% 38% 04% 00%

51% 44% 05% 0% 100

70% 60% 50% 40% 30% 20% 10% 0% Good Better Average Not good 6% 4% 0% 0% 58% 50% 44% 38% % of dealer 1 % of dealer 2

Interpretation: In among 100 respondents 51% of the respondents the Hero motors rare good compare with other brand motors. 44% of the respondents said that Hero motors are better compare to other brand motors. 05% of the respondents said that Hero motors are average compare to other Brand motors.

7. Is the information provided by dealer, according to your expectation? Table-4.7: Analysis of provided the information by the dealer according to customer expectation.

S. no 1 2

Options Yes No Total

No. of respondents 29 21 50

% of dealer 1 58% 42%

No of respondents 32 18 50

% of dealer 2 64% 36%

Grand total 61% 39% 100

70% 60% 50% 42% 40% 30% 20% 10% 0% % of dealer 1 58%

64%

36% Yes No

% of dealer 2

Interpretation In among 100 respondents 61% of the respondents says that the Information provided by the dealer according to them expectations 39% of the respondents says that the Information is not provided by the dealer according to them expectation.

8. Did they provide you all the information about the HERO motors? Table-4.8: Analysis of providing the information about the HERO motors. S. no Options No. of respondents % of dealer 1 No of respondents % of dealer 2 Grand total

1 2

Yes No Total

45 05 50

90% 10%

49 01 50

98% 02%

94% 06% 100

120% 100% 80% 60% 40% 20% 0% % of dealer 1 % of dealer 2 Yes No 98% 90%

10% 2%

Interpretation: 94% respondents said that they provide them all the Information about the Hero Motors. 6% respondents said that they are not provide any Information about the Hero motors.

9. Have you taken appointment for service of your vehicle? Table4.9: Analysis of taking the appointment for service of customer vehicle.

S. Options no 1 2 3 Yes No Not aware Total

No. of respondents 11 28 11 50

% of dealer 1 22% 56% 22%

No of respondent s 24 26 0 50

% of dealer 2 48% 52% 0%

Grand total 35% 54% 11% 100

60% 50% 40% 30% 22% 20% 10% 48%

56% 52%

% of dealer 1 22% % of dealer 2

0% 0% Yes No Not aware

Interpretation: 54% respondents have not taken appointment for service of their vehicle. 35% respondents have been appointment for service of their vehicle. 11% of the respondents have not aware to take any appointment for service their vehicle.

10. What is the level of satisfaction with prior intimation about periodical services?

Table-4.10: To analyses the level of satisfaction with prior intimation about periodical services

S. no 1 2 3 4

Options Good Average Satisfaction Need improvement Total

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Good 22% 40%

No. of respondents 11 07 11 21 50

% of dealer 1 22% 14% 22% 42%

No of responde nts 20 06 20 04 50

% of dealer 2 40% 12% 40% 08%

Grand total 31% 13% 31% 25% 100

40%

42%

22% % of dealer 1 14% 12% 8% % of dealer 2

Average

Satisfaction

Need improvement

Interpretation: In among 100 respondents say about the level of satisfaction with prior Information about periodical service is 31% of respondents said that good. 31% of respondents said that satisfied. 25% of respondents said that good. 13% of respondents said that average.

11. Are they provide customer lounge at service center?

Table-4.11: Analyses the providing customer lounge at service center. S. no 1 2 Options Yes No Total No. of respondents 50 00 50 % of dealer 1 100% 00% No of respondents 50 00 50 % of dealer 2 100% 00% Grand total 100% 00% 100

120% 100% 100% 80% 60% 40% 20% 0% 0% % of dealer 1 % of dealer 2 0% Yes No 100%

Interpretation: In among 100 respondents, All the 100 respondents are says that the dealer provide the customer lounge at service centre.

11. If yes what is the level of satisfaction?

(i) To Analyze level of satisfaction with customer lounge at HERO motors. S. no 1 2 3 4 Options Good Very good Excellent dissatisfa ction Total No. of respondents 39 07 02 02 50 % of dealer 1 78% 14% 04% 04% No of respondents 32 13 05 0 50 % of dealer 2 64% 26% 10% 0% Grand total 71% 20% 07% 02% 100

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Good Very good Excellent dissatisfaction 26% 14% 4% 10% 4% 0% % of dealer 1 % of dealer 2 78% 64%

Interpretation: 71% said that good 20% said that Very Good 7% said that excellent 2% respondents said that Dissatisfaction

12. Have you satisfied with HERO servicing? Table-4.12: Analyze the satisfaction with HERO servicing.

S. no 1 2 3 4

Options High satisfied Satisfied Dissatisfied Highly dissatisfied Total

No. of respondents 05 43 02 0 50

% of No of dealer 1 respondents 10% 86% 04% 0% 03 43 04 0 50

% of dealer 2 06% 86% 08% 0%

Grand total 08% 86% 06% 0% 100

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% High satisfied Satisfied Dissatisfied Highly dissatisfied 10% 6% 4% 8% 0% 0% % of dealer 1 % of dealer 2 86%86%

Interpretation: 86% of the respondents are satisfied with Hero servicing 8% of the respondents are highly satisfied with Hero servicing 6% of the respondents are dissatisfied with Hero Servicing.

13. What is the level of satisfaction with HERO service? Table-4.13: Analysis the level of satisfaction with HERO service.

S. no 1 2 3 4

Options Good Very good Excellent dissatisfaction Total

No. of respondents 35 11 03 01 50

% of No of % of dealer 1 respondents dealer 2 70% 22% 06% 02% 36 11 03 00 50 72% 22% 06% 00%

Grand total 71% 22% 06% 01% 100

80% 70% 60% 50% 40% 30% 20% 10% 0%

70%72%

% of dealer 1 % of dealer 2 22%22%

6% 6%

2% 0% dissatisfaction

Good

Very good

Excellent

Interpretation: 71% of the respondents have good satisfaction with Hero services. 22% of the respondents have very good satisfaction with Hero Service 6% of the respondents have excellent satisfaction with Hero services. 1% of the respondents have dissatisfied with Hero services.

14. What is the level of satisfaction with dealership services? Table-4.14: Analysis the level of satisfaction with dealership services.

S. no 1 2 3 4

Options Good Very good Excellent dissatisfa ction Total

No. of respondents 37 13 00 00 50

% of dealer 1 74% 26% 00% 00%

No of respondents 32 17 00 00 50

% of dealer 2 44% 34% 00% 02%

Grand total 69% 30% 00% 01% 100

80% 70% 60% 50% 40% 30% 20% 10%

74%

44% 34% 26% % of dealer 1 % of dealer 2

0% 0% 0% Good Very good Excellent

0% 2% dissatisfaction

Interpretation: 69% of the respondents have good satisfaction with dealership services 30% of the respondents have very good satisfaction with dealership services. 15 of the respondents have dissatisfaction with dealership services.

15. Do you feel any discomfort (dissonance) after purchasing of HERO Two wheeler at these show room? If yes which factor affected you?

Table-4.15: Analysis of discomfortness. S. no 1 2 Options Yes No Total No. of respondent s 03 47 50 % of dealer 1 06% 94% No of respondents 04 46 50 % of dealer 2 08% 92% Grand total 07% 93% 100

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 6%

94%

92%

Yes No

8%

% of dealer 1

% of dealer 2

Interpretation 93% of the respondents feel that there is no discomfort after purchasing Hero two wheeler. 7% of the respondents feel discomfort about purchasing the Hero two wheelers.

16. Have you ever availed services at any services center? Table-4.16: Analysis of availed services at any services center.

S. no 1 2

Options Yes No Total

No. of respondents 03 47 50

% of dealer 1 06% 94%

No of respondents 02 48 50

% of dealer 2 04% 96%

Grand total 05% 95% 100%

120% 100% 80% 60% 40% 20% 6% 0% % of dealer 1 % of dealer 2 4% Yes No 94% 96%

Interpretation: 95% of the respondents are not avail. 5% of the respondents are availed services at service center.

17. Have you ever tried to promote HERO to your friends/relatives? Table-4.17: Analysis of respondent ever tried to promote HERO To their friend/relatives.

S. no 1 2

Options Yes No Total

No. of respondents 45 05 50

% of dealer 1 90% 10% 100

No of respondents 48 02 50

% of dealer 2 96% 04%

Grand total 93% 07% 100%

120% 100% 80% 60% 40% 20% 0% % of dealer 1 % of dealer 2 Yes No 96%

90%

10%

4%

Interpretation: 93% of the respondents are tried to promote Hero to his friends / relatives. 7% of the respondents are not tried to promote Hero to his friends / relatives.

18. Do you feel any discomfort about spare parts? Table-4.18: Analysis of respondent feeling about of spare parts.

S. no 1 2

Options Yes No Total

No. of respondents 10 40 50

% of dealer 1 20% 80%

No of respondents 45 05 50

% of dealer 2 90% 10%

Gran d total 55% 45% 100

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% % of dealer 1 20% 80%

90%

Yes No

10%

% of dealer 2

Interpretation: 55% of the respondents feels Discomfort about spare parts. 45% of the respondents are not feels to discomfort about of spare parts.

19. How much time they have taken to respond your problem?

Table-4.19: Analysis of time taken to the respondent problem. S. no 1 2 3 4 Options 10-15min 15-30min 30-45min 45-1hr Total No. of respondents 25 18 05 02 50 % of dealer 1 50% 36% 10% 04% No of respondents 22 27 00 01 50 % of dealer 2 44% 54% 00% 02% Grand total 47% 45% 05% 03% 100%

60% 50% 50% 40% 30% 20% 44%

54%

36% % of dealer 1 % of dealer 2 10%

10% 0% 0% 10-15min 15-30min 30-45min

4%

2%

45-1hr

Interpretation: 47% of the respondents said 10-15 mins is the time taken have taken to respond his problem. 45% of the respondents said can take 15-30 mins time to respond his problem 5% of the respondents can take 30-45 mins time to respond their problem. 3% of the respondents can take 45-1 hour time to respond their problem.

20. Are they practicing on time delivery services?

Table-4.20: Analysis of practicing the delivery on time. S. Options no 1 2 Yes No Total No. of respondents 47 03 50 % of dealer 1 94% 06% No of respondents 48 02 50 % of dealer 2 96% 04% Grand total 95% 05% 100

120% 100% 80% 60% 40% 20% 6% 0% % of dealer 1 % of dealer 2 4% Yes No 94% 96%

Interpretation: 95% of the respondents said that they are practicing on time delivery. 5% of the respondents said that they are not practicing on time delivery.

21. Fill the following

a. Post Purchase Relationship Is Table21(i) Analysis of post purchasing relationship.

S. no 1 2 3 4

Options Good Better Best Poor

No. of respondents 45 05 0 0

% of dealer 1 90% 10% 0% 0%

No of respondents 42 06 02 0

% of dealer 2 54% 12% 04% 0%

Grand total 87% 11% 02% 0%

Total
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Good 54% 90%

50

50

100

% of dealer 1 % of dealer 2

10%12% 0% Better 4% 0% 0% Poor

Best

Interpretation: In among 100 respondents 87% of respondents said that post purchase relationship is good. 11% of the respondents said that post purchase relationship is better. 2% of the respondents said that post purchase relationship is best.

b. Benefit For Referencing To Others

Table21(ii): Analysis of benefits to other.

S. no

Options

No. of respondents 39 09 00 02 50

% of dealer 1 78% 18% 00% 04%

No of respondents 35 06 04 05 50

% of dealer 2 70% 12% 08% 10%

Grand total 74% 15% 04% 07% 100

1 2 3 4

Good Better Best Poor Total

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Good Better Best Poor 18% 12% 0% 8% 10% 4% % of dealer 1 % of dealer 2 78% 70%

Interpretation: In among 100, 74% of the respondents said that there is benefit for referencing to others is good. 15% of the respondents said that there is better to benefits for referencing others. 7% of respondents is said that benefits for respondents to the others are poor. 4% of respondents is said that benefits for referencing to others are best.

c. Employees Performance

Table21(iii): Analysis of employee performance. S. no 1 2 3 4 Options Good Better Best Poor Total No. of respondents 42 08 00 00 50 % of dealer 1 84% 16% 00% 00% No of % of dealer respondents 2 41 07 02 00 50 82% 14% 04% 00% Grand total 83% 15% 02% 00% 100

90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

84%82%

% of dealer 1 % of dealer 2 16%14% 0% Good Better 4% 0% 0% Poor

Best

Interpretation: 83% of the respondents said that employee performance is good. 15 % of the respondents said that employee performance is better. 2% of respondents said that employee performance is best.

d. Communication between you & your dealer

Table21(iv): Analysis of communication between customer & dealer. S. no 1 2 3 4 Options Good Better Best Poor Total No. of respondents 38 0 03 09 50 % of dealer 1 76% 0% 6% 18% No of respondents 39 08 01 02 50 % of dealer 2 78% 16% 02% 04% Grand total 77 08 04 11 100

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Good Better Best Poor 0% 16% 6% 2% 18% 4% % of dealer 1 % of dealer 2 76%78%

Interpretation: 77% of the respondents said that the communication between he & his dealer is good. 11% of the respondents says that the communication between he & his dealer is poor. 8% of the respondents said that the communication between he & his dealer is better. 4% of the respondents say that the communication between he & his dealer is best.

FINDINGS

In comparing two dealers it is clear that maximum percentage of Splendor+ bikes are sold at Venkateshwara Hero Motors.

The study revealed that respondents of two dealership organizations have stated that they are given complete information about Hero motors.

The above analysis cleared that Venkateshwara Hero is providing phone call services for taking appointments for servicing.

It is evident that Venkateshwara motor is providing a better prior Information about periodical service.

The above research stated that most of the Venkateshwara Hero customers said that they are giving better service.

It is evident that Venkateshwara organization have problem with lack of spare parts, hence, most respondents felt discomfort.

It is evident that most of the respondents said the information provided by Venkateshwara Hero according to customer expectation.

The above research stated that most of the Bharadwaj Hero customers said that the satisfaction level about the customer lounge is good.

The study revealed that respondents of Venkateshwara hero dealership services are satisfied.

The above study revealed that respondent of two dealership organizations have stated that they didnt discomfort after purchasing at these show room.

SUGGESTIONS

It is stated that comparing two dealers, maximum percentage splendor+ bikes are sold at Venkateshwara Hero motors. So Bharadwaj Hero motors need to improve the sales person promotional activities. Then only increase the sales of bikes.

In compared to two dealers Venkatweshwara Hero giving best services rather than Bharadwaj Hero, so that it is suggested that Bharadwaj Hero motors need to improve their services to customers from that Bharadwaj Dealer will get more customers.

Above study cleared that Venkateshwara having lack of spare parts compared to Bharadwaj Hero. It is suggested that they need to Improve the availability of spare parts to their customers.

It is stated that Venkateshwara Hero giving information according to customer expectation. It is suggested that the Bharadwaj Hero need to improve at giving information.

In comparing two dealer Venkateshwara Hero services are satisfied so Bharadwaj Hero need to giving better services to satisfied.

CONCLUSION

It is concluded that many of the respondents are made aware of Hero motors through advertisement. Here most of Hero customers are purchased the bile at Bharadwaj Hero motors only. Respondents preferring opinion of existing Hero customers. Hero motors advertisement almost equally effective with other advertisement. Here Bharadwaj organization maintaining the availability of spare parts to that customer. Respondents comfort after purchasing the bike here, both dealers employee performance is good and also communication between customers and dealers is good.

BIBLIOGRAPHY

BOOKS Dr. N. G. Nair & Latha Nair, Sales and Distribution Management, New Delhi Himalaya Publishing House (2003). Philip kotler, Kevin lane Keller, marketing management, 13th edition, New Delhi published by Pearson education.,2008. Arun Kumar and N. Meenakshi Marketing Management, first Edition Vikas Publications, New Delhi 2006. JOURNALS Companies Brochures & Manuals Business Today Indian source of marketing

WEBSITES http://www.heromotocorp.com/en-in/ www.questionpro.com

QUESTIONNAIRE
Dear respondent, I Prashanth saama, pursuing MBA (marketing) in VAAGESHWARI institute of management and science . Doing project work on A STUDY ON MEASURING THE MARKETING PERFORMANCE OF SELECT AUTOMOBILE DEALER WITH REFERANCE TO HERO MOTOR at HERO MOTORS KARIMNAGAR in partial fulfillment of requirement for award of the degree of MBA. Please fill the following questions. Name: _______________ Occupation: ______ ______ ______ ____ Mobile no:_________________ ________ 1. How do you come to know about HERO motors? a. Advertising b. Friends/relatives c. References d. Sales People 2. Are you aware of all the latest models in the HERO motors? a. Yes b. No 3. Which model you have purchased. ? a. CBZ extreme. b. Splendor+ c. CD deluxe. d. Passion+ e. Impulse. f. Passion Pro 4. What factor made you to purchase HERO motors? a. Advertisement b. Feature c. Affordable Price 5. How is the price of HERO motors compare with competitor? a. Highly b. Affordable c . Low 6. Compare to other brand motors (automobiles), HERO motors are? Address: ______ ______

a. Good c. Average

b. Better d. Not good

7. Is the information provided by dealer, according to your expectation? a. Yes b. No 8. Did they provide you all the information about the HERO motors? a. Yes b. No 9. Have you taken appointment for service of your vehicle? a. Yes b. No c. Not aware 10. What is the level of satisfaction with prior intimation about periodical services? a. Good b. Average c. Satisfactory d. Need Improvement 11. Are they provide customer lounge at service center? a. Yes b. No If yes what is the level of satisfaction? a .Good b. Very good c. Excellent d. Dissatisfaction 12. Have you satisfied with HERO servicing? a. High satisfied b. Satisfied c. Dissatisfied d. Highly dissatisfied.

13. What is the level of satisfaction with HERO service? a. Good b. Very good

c. Excellent d. Dissatisfaction 14. What is the level of satisfaction with dealership services? a. Good b. Very good

c. Excellent d. Dissatisfaction 15. Do you feel any discomfort (dissonance) after purchasing of HERO Two wheeler at this show room? a. Yes b. No If yes which factor affected you? a. Mileage b. Performance c. Stylish If any other, Specify 16. Have you ever availed services at any services center? a. Yes b. No If Yes why

17. Have you ever tried to promote HERO to your friends/relatives? a. Yes b. No 18. Do you feel any discomfort about of spare parts? a. Yes b. No

19. How much time they have taken to respond your problem? a. 10-15 min. b. 15-30 min. c. 30-45 min. d. 45-1 hr. 20. Are they practicing on time delivery services? a. Yes b. No 21. Fill the following a. Post Purchase Relationship Is ( ) Good ( ) Better ( ) Best ( ) Poor b. Benefit For Referencing To Others ( ) Good ( ) Better ( ) Best ( ) Poor c. Employees Performance ( ) Good ( ) Better ( ) Best ( ) Poor d. Communication between you & your dealer ( ) Good ( ) Better ( ) Best ( ) Poor 22. Do you suggest your opinion towards HERO automobiles? _________________________________________________________ _________________________________________________________

THANK YOU

BIBLIOGRAPHY

For textbook 1. 2. 3. Philip Kotler and Gary Armstrong. Principles of Marketing, Pearson Education, Tenth edition. Philip Kotler, Kevin Lane Keller, Abraham Koshy and Mithleshwar Jha: Marketing Management, 13/e, Pearson Education, 2009 K.Karunakaran: Marketing Management (Text and Cases), 2/e, Himalaya, 2009 Journals 1. Company brochurs & manuals 2. Indian journal of marketing 3. Business today Web sites 1. http://www.heromotocorp.com/en-in/ 2. www.questionpro.com