B2B (BUSINESS TO BUSINESS) SALES AND MARKETING OF SUPERFAX

Submitted in partial fulfillment of the Requirement for Masters of Administration (MBA)

2013-14

UNDER THE GUIDANCE OF:

UNDER THE SUPERVISION OF:

Dr. Mahima Kaushik

Mr. Rashid Sales manager

By Irfan khan
Batch of 2012 14

School Of Business
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Galgotia University

ACKNOWLEDGEMENT
I take this opportunity to express our sincere thanks to all those who have directly or indirectly provided a helping hand in the successful completion of the project in B2B SALES AND MARKETING STRATEGIES OF SUPERFAX. My deepest sense of gratitude to Mr. Rashid ( sales Manager) and Dr. Mahima Kaushik, for their constant support and guidance During the entire project and ensured the smooth progress of project. In spite of busy schedule I have always found them for very much accessible for useful help, and suggestion, I m highly indebted by them for constant motivation and belief in me that made the completion of my project successful. I would also like to thanks all our teaching and non teaching staff, friends for their valuable suggestion and encouragement.

Student Name......................................

Signature Date

CERTIFICATE OF ORIGINALITY

I Md. Irfan Khan Roll No 1203102080 of 2013, a full Time bonafide student of first year of Master of Business Administration (MBA) Programme of Army Institute of Management & Technology, Greater Noida. I hereby certify that this Project work carried out by me at KAV Engineering and Marketing the report submitted in partial fulfilment of the requirements of the programme is an original work of mine under The guidance of the industry mentor Mr. Rashid And faculty mentor Dr. Mahima Kaushik and is Not based or reproduced from any existing work of any other person or on any earlier work Undertaken at any other time or for any other purpose, and has not been submitted anywhere Else at any time.

(Student's Signature) Signature) Date: Aug 2013

(Faculty Mentor's Date: Aug, 2013

Table of Contents Page no

CHAPTER 1 EXECUTIVE SUMMARY CHAPTER 2 INTRODUCTION 2.1ABOUT THE FOUNDER 2.2COMPANY OVERVIEW 2.3ORGANISATIONAL VISION CHAPTER-3 3.INTRODUCTION 58 3.2 OBJECTIVE 3.3 LITERATURE REVIEW 3.4 RESEARCH METHODOLOGY CHAPTER 4 4.1 DATA ANALYSIS 4.2 FINDINGS 4.3CONCLUSION 4.4RECOMMADATION CHAPTER 5 5.1 LIMITATAION OF THE STUDY 5.2 SCOPE OF THE STUDY BIBLOGRAPHY

6 7-51 9 11 34 5353 54 55 60-63 64-65 66 67 68 69 70

CHAPTER-1
EXCUTIVE SUMMARY

Executive Summary
As a part of our study curriculum it is necessary to conduct a grand project. It provides us an opportunity to understand the particular topic in depth and which leads to through to that topic. My topic for the grand project is titled as A Study customer perception about Solar Project of KAV Chemtech Ltd in Ghazipur City in which emphasis given to the effect of sales promotion on buying habits of consumers. o start with we will give brief information regarding marketing sector sector then moving to the main topic we will explain what is topic is all about. Promotion is one of the pillars of marketing mix and same way sales promotion is also one of the elements of promotion. With respect to consumer oriented sales promotion there are certain theories narrated as operant conditioning and projective theory. Based on secondary source certain theoretical aspects are also included as a part of study.

CHAPTER-2 INTRODUCTION

Founder
1)Mohd Tabrej khan 2) Arun Kumar

National sales manager

Mr. Rashid

Headquarters

New Delhi (India)

Industry

Marketing

Introduction

KAVis the pioneer of cloud telephony based solutions in India. The company has cluster setups in Delhi, Noida, Lucknow, Mumbai and Muzaffarpur. KAV has developed a distributed and extensible telephoney platform that utilizes and combines the calling capacity of each cluster on demand to serve high volume requirements for any of its telephony products or services.

History
KAV was conceptualized in July 2008 by Mohd Tabrej khan and arun kumar, graduates from the renowned Aligarh Muslim university, for the development of large scale telephony call processing platform. KAV has solved tracking and monitoring issues in the Mid-day Meal Scheme (a project for provision of lunch, free of cost to school-children, below the poverty line, on all working days) for the Government of Uttar Pradesh using software called SuperCaller

The Growth Story

In a very short period of time KAV achieved high growth from a garage startup to a 100+ people company with revenue ranging in several crores! The success has come through the focused leadership and exceptional contribution from each and every single employee. The company is now looking beyond the geographical boundaries to foray into developed markets where it can deliver cutting-edge telephony products leveraging the benefit of inexpensive infra from India. Domain knowledge and the experience are the biggest strengths of the company that help in serving thousands of businesses in India.

Vision

Small and medium size enterprises in India are the growth engine of India economy. Collectively they contribute $110 Billion of revenue with high growth rate and provide employment to 75% of workforce in India through the manifestation of the relentless entrepreneurial dreams. These entrepreneurs run their business on that small piece of mobile phone. The founders of KAV dreamed to enable these millions of entrepreneurs with innovative, inexpensive and hosted telephony based business products.

Mission
KAV started in early 2009 with a vision to enable SMEs in India with productivity telephony solutions. The company has since then launched products that have been sold in wide range of sectors from the SME industry. KKAV is focused to deliver simple and useful telephony products that can help businesses improve their bottom-line. The heart of KAV is a cloud telephony platform called "Knowlus". KAV is proud to be the first in India to deploy a cloud based telephony platform. The end to end platform has been developed in-house by our hard working engineers using open source technologies. Knowlus has proved faster and flexible than any of the competiting platforms. The mission continues to deliver ground-breaking telephony solutions over to improve the way Businesses use phones in India.

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COMPANY OVERVIEW KAV Group Of Company is on Chemical based Company, The Company incorporated on 18th of November 2011, formally known as KAV Chemtech ltd. now in between One Year Company open 19 branches in all over The India, and also lunches is Domestic Chemical Product like Detergent Powder, Dish Wash Bar, Scrubber Pad, etc. which brand name is "SPG", Company also make some division. THE DIVISION ARE :1 .KAV CHEMTECH LIMITED 2 . KAV HOSPITALITY LIMITED 3. REAL KAV FERTILISER PVT.LTD 4. KAV FOODS AND BEVARAGES

The Company and its Service lines

Superfax. Ercc.
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Cloud telephony based IVR Deployment. Super Dialer

Features of the Services

5.1 Superfax:Superfax allows the entrepreneur to receive his all important faxes on his email, even when he is not in the office, without having to worry about fax machine, telephone line or those all pervasive power cuts. Superfax is a new generation Internet based online fax solution that provides you the flexibility to send and receive faxes directly through email. Superfax gives you a real phone number in your area which you can distribute to your contacts as your fax number. This number when called gives a fax tone to the caller. This number is internally mapped to your email id. When someone sends a fax to this number and SMS is sent to you and the Fax comes to your email mailbox as a PDF attachment. Just replying to the email can send a Fax back to the sender.

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5.2 ERCC (emergency response co-ordination & communication)

ERCC is a Web-based emergency notification system designed to provide instant communication with people around the corner or around the world. The system is off-site, redundant, reliable and completely scalable.

With ERCC Installed, your mobile phone will become a trigger for the Emergency Alarm. The announcements will be made on the mobile number of each person present on the premises.

5.3 Cloud telephony based IVR Deployment

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Supercaller is the core of the cloud telephony platform which can make over 6000 calls simultaneously, which is over 20 lakh (approx) calls in 10 hours, for various telephony related solutions. The platform when combined with hosted IVR solution gives the complete freedom and flexibility to deploy any custom Telephony application. Supercaller has been the underlying infrastructure for many of the Knowalrity products and solutions such as IVR Studio 2, Mid Day Meal solution, NREGA solution, Automatic Phone Verification, Political campaigning etc.

For the enterprise, Supercaller works as a telephony application platform hosted and managed by KAV. Enterprises can purchase an account of Supercaller with Knowalrity and can buy calling credits to fuel its calling capacity. Any hosted IVR app, provided by the Enterprise or custom made by KAV can then be associated with the Enterprise account. The results of the calls are reported in comprehensive reports with the outcome of each and every call. APIs to use the Supercaller platform from within the Enterprise solutions are also provided for creating more integrated IVR applications. 5.4 Government:Just like the Enterprise sector, at KAV we believe that for India to progress the Government sector also has to adapt to newer and cutting edge technology faster. Mobile phones are the most deeply penetrated medium in India, therefore to communicate with the masses there cannot be any away other then the phone. We are committed to provide cloud telephony solutions to government projects to help them collect or distribute information or communicate with the masses.

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5.5 NREGA:The Mahatma Gandhi National Rural Employment Guarantee Act aims at enhancing the livelihood security of people in rural areas by guaranteeing hundred days of wage-employment in a financial year to a rural household whose adult members volunteer to do unskilled manual work. They provided a web hosted solution to NREGA to register daily employment of male and female workers and to prepare a report for the officials. The cloud telephony based solution calls daily call 52000 panchayats in 842 blocks of 72 districts of Uttar Pradesh to collect the daily employment male and female workers. 5.6 Mid Day Meal:The Mid-day Meal Scheme is the popular name for school meal programs me in India. It involves provision of lunch free of cost to school-children on all working days. The key objectives of the programme are: protecting children from classroom hunger, increasing school enrolment and attendance, improved socialization among children belonging to all castes, addressing malnutrition, and social empowerment through provision of employment to women A solution over Supercaller using Knowlus apis generates Interactive Voice Response (IVR)-based phone calls to over 1.5 lakh teachers between 10 oclock to noon daily in all 72 districts of Uttar Pradesh. It asks for the number of students for which the meal has been cooked that day. The teacher responds simply by punching the number of students on his phone. The data is automatically fed to the server set up in Delhi which is connected with the website of Mid Day Meal Authority of UP. Officials who have access to the system can check the data anytime. 5.7 Police Helpline:Police helpline for Madhya Pradesh government is another remarkable solution developed by KAV. The system allows any person form anywhere in the state to call register a complaint over a phone. The system senses the location of the person and connects to the police station that has jurisdiction there. On the other side of the call is the police officer responsible for registering the complaint. The complaint gets registered with the voice signature of both the police officer And the person who is making is the complaint.

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This solutions allows audio logging of complaints and a definite proof through the voice signatures of the police officer that the complaint was actually registered. M.P. government is using the solution to crack the corruption and improve the turnaround time in resolving a complaint. 5.8 RSBY Helpline:For people living below poverty line, an illness not only represents a permanent threat to their income earning capacity, in many cases it could result in the family falling into a debt trap. When the need to get the treatment arises for poor families they often ignore it because of lack of resources, fearing wage loss, or wait till the last moment when its too late. Rashtriya Swasthya Bima Yojna or RSBY has been launched by Ministry of Labor and Employment, Government of India to provide health insurance coverage for Below Poverty Line (BPL) families. The objective of RSBY is to provide protection to BPL households from financial liabilities arising out of health shocks that involve hospitalization. But there is a missing link - i.e. to be able to connect the poor people with the RSBY service. KAV has provided a cloud telephony based helpline service for the RSBY project where the person can just call and record his or her health related problem from any pay-phone or mobile phone available. The hospital nearest to the person would send required medical care to the patient in no time. 5.9 Political Campaigning:KAV provides campaign service to government officials, ministers and social servants. A pre-recorded message is sent out at scheduled time to the target audience. With the massive calling power of the cloud telephony, we can call everyone in India without breaking a sweat. In 2008, KAV helped the Chief Minister of Orissa connect with Crores of his voters with Super caller when time was running out during elections. Everyone's beloved Navin Patnaik could not reach the remote corners of his state even when flying in his helicopter day and night. Supercaller helped Navin Patnaik send his voice to 60 Lakh voters in time span of 2 weeks. Same solution was then used by Nitesh Kumar, the Chief Minister of Bihar in his 2010 campaign. Supercaller sent out Nitish Kumar's personal recorded message to 70 Lakh voters in just 15 days.

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5.10 Enterprise:Knowlus platform from KAV is a calling power with extended usability through programmable APIs. There are several use cases for the Enterprise sector as studied on the Super caller page, however the possibilities are infinite. Here is some most useful usage as delivered by KAV to several of its Enterprise customers. 5.11 Custom IVR:Custom IVR deployment is a very common requirement of most of the Enterprises. Be it a user centric business or purely B2B business, IVRs have become a commodity tool for performing several operational tasks for Enterprises. KAV provides service to create custom IVRs and host them on the Supercaller platform. KAV has engineered custom IVR solutions for Enterprise client from domains raining from financials to recruitment to sports and entertainment. With the added service to host and run IVRs on our cloud telephony platform, our Enterprise clients don't have to look anywhere else for a reliable and integrated custom IVR solution. 5.12 Super sales:Super sales App for Sales force enable you to make calls and receive inbound calls from within the Sales force interface. This powerful application increases the productivity of any CRM center by managing calls with intelligent call routing, on screen call alerts, one step click-to-call feature and automated audio logs for all calls with complete date/time stamps. Super sales App works completely within the browser without requiring any expensive hardware or custom components installation on your machine that makes it super easy to deploy and maintain. Users of the App can access it from any supported browser from any supported operating system (see below for system requirements). This flexibility puts Super sales App generations ahead of any other competing App available in the market.

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5.13 Phone Payment IVR:Phone payment IVR system combines the power of IVR with the payment gateway solutions. Phone Payment IVR gives Enterprises the opportunities to cater new markets wherever financial transaction were limited by the mode of payment. With Phone Payment IVR you can close the sale with your clients and customers over the phone and securely receive payment through an automated voice prompt driven IVR system. The financial instrument details are collected by the IVR using DTMF, i.e. key presses from the client's telephone's keypad. KAV provides Phone Payment IVR solutions to be integrated with clients existing payment gateway, or if required KAV also helps client setup a payment gateway with India's leading service provider. With the Phone Payment IVR any business can reach the 600 million phone users in India with support for most of the payment instrument available including, debit cards, credit cards, net banking or cash cards. 5.14 Face book Voicelet:Facebook Voicelet is another simple but very creative and powerful application from KAV. With voicelet any user can call a service number and post a voice message on facebook wall. Idea is as simple as of voice based blogging but with the marketing scope within facebook it becomes a very powerful branding and social networking solution, for example, for a talent hunt show with a facebook page, anyone can leave a song in his/her voice for the show judges and the fan community to screen talent. For Enterprises, Voicelet opens loads of brand building possibilities. While it's a fun way to engage your customers for any kind of communication, it also has massive reach and is a very efficient way to manage and filter such kind of communication. Visit the app on facebook to check out free hosted voice blogging service with the Voicelet. 5.15 Knowlus APIs:The application of cloud telephony platform is endless. For creative minds and cutting-edge service providers we provide development APIs to the telephony platform to make and build your very own cloud telephony application. This way you or your business does not have to worry about the telephony infra and
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can still utilize the complete power of the cloud telephony to make calls, receive calls, schedule calls, set various calling parameters, view extensive calls logs and if required also host your application with us.

CorporatePhilosophy

KAV communication is always keep step forward to do something new which can add value and satisfaction to their customers thats why company have structured strategies in a way to get best possible from their sources. KAV communication ensures every person employed in their company with greatest efficiency to provide the highest quality services. It is part of their strategy to link all operations as closely as possible, explore synergies to achieve added value in the services which render to their customers. For this reason alone, the range of services which company provide under the brand name KAV represents the sum of such positive attributes as Customer Satisfaction, Reliability, High technical standards, efficient cost structure.

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Challenges facing by company

Today, KAV are faced with a Daunting collection of challenges Increasing service tax. Customers requiring real time visibility and transparency along the system. The need to measure performance across multiple products from often different systems. Customization of service according to the customer Need and uses. Daily pressure in keeping customer service response and standards high with less personnel.

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8. Marketing strategies

8.1 Internet Marketing Strategies Three Step Formulas: Developing a successful internet marketing strategy will increase sales process through online success. In order to succeed, KC must develop and implement a strategic plan that includes all of the following: A great service A web site specifically designed to sell the service. A killer marketing strategy Here, each step plays an important role in KC overall strategy and must be developed to its fullest potential. If even one step fails, your chances of success will be minimal 8.2 Developing Web Site:Once they have developed a great service, their next step will be to develop a great web site. Web site must be specifically designed to sell their service. Everything within web site should have one purpose -- getting visitor to take action. Words are the most powerful marketing tool. The right words will turn visitors into customers. The wrong words will cause them to click away and never return.

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Words are the entire foundation of their business. Their service, web site and marketing strategies all depend upon words. Fancy graphics don't make sales -words do. Every word, sentence and headline should have one specific purpose -- to lead potential customer to order page. Write web site copy as if you are talking to just one person. Identify a problem and validate that one visitor's need for a solution. Continue to write and explain why their service is the solution to customers problem. Tell them exactly what their service will do for them -why it will solve their problems and how. Pack your copy with benefits and more benefits. Write to persuade -- that's the bottom line. Here is some additional information on Search Engine Marketing. 8.3 Developing Marketing Strategies Marketing strategy is the final process of your plan. Your plan must include both short-term and long-term strategies in order to succeed. Short term marketing strategies include: Advertising Participating in Forums Search Engines, Etc. Long term marketing strategies are those that bring you a steady stream of targeted traffic over time. Long term marketing strategies include: Social Networking Sites Social professional Sites Article Marketing Blogging

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By creating and implementing a balanced marketing strategy, using both shortterm and long-term strategies, KAV communication should drive a steady stream of targeted traffic to their web site.

8.4 Search Engine Optimization (SEO) It is the process of improving the volume or quality of traffic to a web site or a webpage (such as a blog) from search engines 1. Commit yourself to the process. SEO isnt a one-time event. Search engine algorithms change regularly, so the tactics that worked last year may not work this year. SEO requires a long-term outlook and commitment. 2. Be patient. SEO isnt about instant gratification. Results often take months to see. 3. Build a great web site. I am sure you want to show up on the first page of results. Ask yourself, Is your site really one of the 10 best sites in the world on this topic? Be honest. If its not, make it better. 4. Include a site map page. Spiders (crawls any website and returns the number of pages on the server) cant index pages that cant be crawled. A site map will help spiders find all the important pages on your site, and help the spider understand your sites hierarchy. This is especially helpful if your site

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has a hard-to-crawl navigation menu. If your site is large, make several site map pages. 5. Make SEO-friendly URLs. Use keywords in your URLs and file names, such as yourdomain.com/red-widgets.html. Dont overdo it, though. A file with 3+ hyphens tends to look spam and users may be hesitant to click on it. Use hyphens in URLs and file names, not underscores. Hyphens are treated as a space, while underscores are not. 6. Does keyword research at the start of the project? If youre on a tight budget, use the free versions of Keyword Discovery or Word Tracker, both of which also have more powerful paid versions. Ignore the numbers these tools show; whats important is the relative volume of one keyword to another. Another good free tool is Googles Ad Words Keyword Tool, which doesnt show exact numbers. 7. Open up a Pay per click (PPC) account. Whether its Googles Ad Words or Yahoos Search Marketing or any things else, this is a great way to get actual search volume for your keywords. Yes, it costs money, but if you have the budget its worth the investment. Its also the solution if you didnt like the Be patient suggestion above and are looking for instant visibility. 8. Use a unique and relevant title and Meta description on every page. The page title is the single most important on-page SEO factor. Its rare to rank highly for a primary term (2-3 words) without that term being part of the page title. The meta description tag wont help you rank, but it will often appear as the text snippet below your listing, so it should include the relevant keyword(s) and be written so as to encourage searchers to click on your listing.

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9. Write for users first. Google, Yahoo, etc., have pretty powerful bots crawl the web, these bots have never bought anything online, signed up for a newsletter, or picked up the phone to call about your services. Humans do those things, so write your page copy with humans in mind. Yes, you need keywords in the text, but dont stuff each page like a Thanksgiving turkey. Keep it readable. 10. Create better, unique content. This is important for everyone, but its a particular challenge. If youre selling the same services that 50 other are selling, this is a great opportunity. Write your own services descriptions, using the keyword research you did earlier to target actual words searchers use, and make product pages that blow the competition away. 11. Use your keywords as anchor text when you are linking internally. Anchor text helps tells spiders what the linked-to page is about. Links that say click here do nothing for your search engine visibility. 12. Build links intelligently. Submit your site to quality, trusted directories such as Yahoo, DMOZ, Business.com, Aviva directory, and Best of the web. Seek links from authority sites in your industry. If local search matters to you (more on that coming up), seek links from trusted sites in your geographic area the Chamber of Commerce, etc. Analyze the inbound links to your competitors to find links you can acquire, too. 13. Use press releases wisely. Developing a relationship with media covering your industry or your local region can be a great source of exposure, including getting links from trusted media web sites. Distributing releases online can be an effective link building tactic, and opens the door for exposure in news search

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sites. Only issue a release when you have something newsworthy to report. Dont waste journalists time. 14. Start a blog and participate with other related blogs. Search engines, Google especially, love blogs for the fresh content and highly-structured data. Beyond that, theres no better way to join the conversations that are already taking place about your industry and/or company. Reading and commenting on other blogs can also increase your exposure and help you acquire new links. Put your blog at yourdomain.com/blog so your main domain gets the benefit of any links to your blog posts. If that is not possible, use blog.yourdomain.com. 15. Use social media marketing wisely. If your business has a visual element, join the appropriate communities on Flicks and post high-quality photos there. For a service-oriented business, use Yahoo Answers to position yourself as an expert in your industry. With any social media site you use, the first rule is doing not spam! Be an active, contributing member of the site. The idea is to interact with potential customers, not annoy them. 16. Take advantage of local search opportunities. Online research for offline buying is a growing trend. Optimize your site to catch local traffic by showing your address and local phone number prominently. Write a detailed Directions/Location page using neighborhoods and landmarks in the page text. Submit your site to the free local listings services that the major search engines offer. Make sure your site is listed in local/social directories such as CitySearch, Yelp, Local.com, etc., and encourage customers to leave reviews of your business on these sites, too. 17. Diversify your traffic sources. Google may bring you 80% of your traffic today, but what if the next big algorithm update hits you hard? What if your
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Google visibility goes away tomorrow? Newsletters and other subscriber-based content can help you hold on to traffic/customers no matter what the search engines do. In fact, many of the DOs on this listcreating great content, starting a blog, using social media and local search, etc.will help you grow an audience of loyal prospects and customers that may help you survive the whims of search engines.

9. SOCIAL MEDIA

Companies are continuously launching marketing campaigns in an effort to promote their brand and boost their sales. Social Media has become best lager in the world and generates excellent brand awareness and reputation. This then contributes to increased sales and ultimately increased profits. However, many
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companies have large marketing and advertising budgets. What if your company can not afford these marketing initiatives? This is where Social media marketing comes in. Most social media marketing tools are free to use and can provide the same amount of marketing exposure whether you are just starting out or are a giant conglomerate. Social media marketing is used to increase sales at a relatively low cost. So how can social media marketing contribute to increased sales for your company? Social media tools allow you access to millions of people. A television advert will reach the people watching at that time and allows for no interaction with the consumer. One tweet can reach millions of people. This gives a much bigger potential customer base and allows for sales to increase, whilst also creating brand awareness. Furthermore, people can respond to these tweets, which provides a forum for customer interaction and thus customer insight. Your business can emulate this, tweeting your promotions provide free advertising. If this is done creatively, it really can boost sales and get your company noticed. Social media marketing works in a similar way to other forms of marketing; it is viral. A small company initially works on a word of mouth basis, people tell their friends. This type of marketing, especially Twitter and Facebook, work with the friend concept. People can give you positive reviews, recommend your product and tweet about your company. This whole social community allows your companys name and brand to be viewed by a significant amount of people. Continuous use of social media over time creates brand awareness and thus helps to increase sales. Through this medium hundreds of people get to know about your company. This hundreds more people who know about promotions and offers, may tell their friends, visit the website or use other social media website to mention your company and services offered. All this

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creates brand awareness and over time increased use of the website, thus increasing its value. The effect social media can have on brand awareness is critical in the future of small businesses marketing strategy. Brand awareness is only one way in which sales are increased. There are many other important contributing factors. However, as this strategy has demonstrated, creating brand awareness through this new exiting variation of marketing can have a huge impact on your business and revenues.

10. Effective Negotiation Strategy

Negotiation is a big part of the business world. Every day, businessmen and women negotiate to close big deals. However, negotiation is also used to solve disputes between one or more parties. Negotiation is used to allow all parties involved feel that they have come out winning. The power to be a skilled negotiator is not something you are born with, it takes years of practice to hone this skill, and when perfected, you will have a certain power. To become a skilled negotiator, there are several guidelines that one must follow in order to be successful.

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When you are the negotiator of one or more angry parties, avoid using the word negotiate. It makes that parties feel like they are settling and you will ultimately fail. Using positive statements such as Lets work things out or you may be interested in this... Try not to use anything remotely close to negative terms, parties will grasp on to it and feel that they are being cheated. When you make a proposal that denotes positive words, more often than not, people will listen. Before you start your negotiations, you need to sit down and look at them. Try to find a commonality as a starting point. You need to set goals as to where you want the negotiations to go and set your priorities. It is also important to try and figure out different scenarios that could lead to complications in your negotiations. Any obstacles you can overturn before the negotiations begin will only assist you in completing your task sooner. You should negotiate to reach an equitable solution for both parties. It is crucial that you are prepared for anything when you go into negotiations. When you enter into negotiations, state what your goals are right from the start. Do not make small talk. When you do not start negotiating, it may appear that you are a weak negotiator. Having a clear and concise plan will ensure confidence. It is important that you make all customers feel comfortable. If one person feels that you are not offering something to his advantage, he will start to feel resentful toward you. If you want the cooperation of everyone involved, you need to inform each person of the benefits of settling the negotiations. A good negotiator will listen to the viewpoint of each person and work from there. Always be positive. If parties in negotiations know that this strategy has worked in the past they may be more receptive to the idea.

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Perhaps the most fundamental rule of negotiations is that you treat everyone with respect. Negotiation skills have always been tough for sales professionals in IT industry, 10.1 Some Critical Success Factors for Sales Professionals in IT Industry 1. Contract negotiations. Many sales negotiations are fairly straightforward and only have one or two critical issues, but contract negotiation almost always involves multiple issues. As such, you must analyze the customers multiple issues and consider questions such as: Which of their issues are most crucial (their must haves)? Why is this issue important to them? What are some alternative ways that we could address that issue? The answers to these and similar questions will help you to brainstorm some alternatives and improve your ability to give and get concessions. 2. Always have the alternatives for both sides. The acronym BATNA (Best Alternative to a Negotiated Agreement) is especially relevant during difficult negotiations. Before you start each negotiation, you need to answer these two questions: First, if you dont reach an agreement with any customer, what other alternatives do you have? Second, if the other side doesnt reach a deal with you, what other alternatives do they have?

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3.Team negotiations are always likely to be more relevant when negotiating with key accounts. Team negotiation presents some additional opportunities and challenges. A well prepared and functioning negotiation team will always do a better job of negotiation than a single individual. However, it requires greater skill and effort to form and negotiate effectively as a team. Important questions include: Who should be on your team? Who will lead the team, during both the planning and execution stages? Overall, how can you take advantage of each persons strengths?

ORGANISATION VISION

11. Customer Relationship Management Tool

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11.1 Ways an Integrated CRM tool can improve the sales Process : Numerous IT solutions are available that can be applied horizontally across a variety of industries to automate the sales process and manage it through the CRM process. CRM is an integral part of the supply chain as it relates to running the entire company from sales prospecting to quotes, operations, finance and an optimized logistics process. The following are areas that can help ensure an effective CRM process for your company: 1. Single solution for management visibility:-The right CRM system enables the sales team to be more efficient and sell more, provides sales management with visibility across the sales teams efforts, and gives operational management a view of whats happening on the street. In many cases, these are fragmented processes that may serve one segment more than another, and require multiple data entry. This can be better accomplished by a single system that integrates information from sales and operations. With integrated information, sales representative enter data that is used to facilitate increased sales and customer service. Management is able to utilize the same, uniform information for reporting and oversight without requiring additional data entry. Offering management visibility is simply a byproduct of the sales effort. 2. Effective marketing:- key to improving CRM and increasing sales is continually building the sales funnel through effective marketing to existing customers and prospects. A proper freight CRM process can target marketing efforts based on attributes that only freight-specific CRM can deliver: shipment activity, lane segments, trade profiles, etc.
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3. Data efficiency:-Sales and marketing is the first contact with the customer or prospect. Prospects turn into quoting opportunities, shipments and revenue. If this customer record is entered into a CRM tool, then into a separate freight system and finally into a financial system, there is no efficiency from the original point of origin. IT solutions with an integrated CRM process enable sales, operations and finance to work from the same records, increasing companywide operating efficiency. 4. Data quality:-Data quality is even more of an issue for companies than efficiency. Changing customer organization details, contacts and procedures is an administrative nightmare with multiple data systems within a company. A single data system with a common point of customer input ensures that the entire team from sales through operations to finance has access to the same updated information to ensure a quality flow of information. 5. Improve the customer experience:-The sales process begins with your company contact sitting down across the desk from prospect or customer asking for business and committing to standard operating procedures. Communicating these SOPs to operations and adhering to them is difficult. An integrated CRM solution extends beyond sales, allowing a customer profile to be established that includes operations. A properly integrated CRM process does not require sales to send memos, but rather enables the system to automatically inform operations of the do and donts of managing that account.

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6. Create sales visibility:-Sales and CRM effectiveness are ultimately measured with numbers. Management needs visibility of sales efforts to evaluate operating performance and strategy. Asking what issues are affecting sales is an important element in establishing management visibility of the operating process. Is there a common theme that can lead to opportunities if addressed? How many calls are being made? What is the call cycle for major accounts? How does the sales funnel look for the next week, month, quarter and year? These are all metrics that can be harvested from any good CRM process, but an integrated CRM procedure enables these items to be segmented by quotation and tonnage, pulling reporting information from throughout the system. 7. Quoting and communications:-Quoting is the second, and often the most import step, in obtaining business for your company. This can be as simple as a one-time ad hoc shipment or as complex as a request for a detailed proposed rate study. Everything sales has done up until that point must be accessible to sales and operations for quoting. Anything quoted must be communicated to sales. An integrated IT-based CRM program ensures a more efficient and effective quoting and communications system to the sales department and beyond. 8. Improve financial visibility:-Your sales department needs a single point of access for client intelligence, quoting visibility and financial visibility. A single integrated system will provide this while ensuring security and giving access only to the information required completing specific tasks necessary within the supply-chain process. 9. Effective sales process:-The obvious and most important value question asked about CRM should be: Does CRM process help sales
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representatives work more efficiently and increase customer interface, or does it detract from time spent pursuing prospects to enter additional information needed by sales management and operations? An effective CRM effort generates comprehensive, relevant reports and permits the sales process to increase the time spent with customer interaction. An integrated CRM system seamlessly benefits sales management and operations on the back end without redundant entry by sales. It enables sales to manage customers, develop call cycles and become more efficient as a company. An inadequate CRM tool will be met with resistance. A good CRM process self-perpetuates with sales and customers. As sales representative see their efforts integrating into the calendar, eliminating manual call reporting and offering their clients better results through customer service, they realize it maximizes their earning potential. Just dont tell them its a management tool. 10.Transparent data repository:-A properly utilized CRM process offers transparency to the customer relationship within a logistics operation. Ultimately, relationships are between the customer and the logistics company, not individuals. An integrated CRM process allows for a smooth transition in the event of staffing changes or employee turnover.

12. Strategy for Sales Leads

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If you're looking for ways to increase revenue, the fundamental processes you need to review are your lead management program. Prospect leads can originate in a variety of ways, and there is often only a very loose structure in place to manage and react to those leads. Your sales pipeline and your ability to hit revenue targets all begin with good lead management. There are ten strategies for improving your lead management efforts. 1. Develop a concrete definition of a lead and make sure all employees understand it = One of the biggest disconnects between sales and the rest of the company is the definition of a lead. When does a prospect become a lead that a salesperson will actually work on? It's estimated that 90 percent of the leads that are sent to sales staff are never acted upon. And there are generally two primary reasons for that. First, the lead is routed to the wrong person and never gets passed along to the correct person or at least not in a timely fashion. Second, the lead isn't ready to engage with a salesperson yet. So the sales person will make one, maybe two contacts with that prospect and then move on to "lower hanging fruit." For better sales effectiveness, your sales staff and the rest of the company need a more granular definition of when a prospect becomes an actual lead that should be forwarded to sales. 2. For optimal sales effectiveness, you need to provide employees with a tool that captures information about each and every interaction with your prospects and customers. This includes integrating your different channels, such as your website.

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3. Track the source = People most often hear about your company and services through ads, referrals, online banner ads or some other form of advertising. You need to keep track of what actually caused these suspects to raise their hands so you can better determine what works and what doesn't. In addition, it's important to capture the source of each intervening event so you can determine such things as how many times you need to touch a customer or what order of touches work best. If you don't capture the source, you have no way of figuring out what's working. 4. Distribute your leads quickly = Studies have shown that if you respond within 48 hours of a prospect contacting you, your sales closing rate goes up dramatically. Think about your own experiences. How many times have you tried to contact a company to request information and they never get back to you? By responding quickly, you set yourself apart from your competitors. 5. Treat your prospects like customers = By capturing the source about each prospect, anyone at your company can answer a call from that prospect and more effectively answer their questions. This will have a significant impact on your prospects and will cause them to want to engage with your team further. 6. Measure everything you do = But in order to measure your results, you need to decide what you want to measure and why. Then you can capture the correct information upfront. And once you have the right information, you can determine the return on investment of your campaigns and focus on the campaigns and prospects that will increase your sales pipeline.

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7. Nurture your leads = Depending on the services you offer, most people are probably not ready to contract, based on their first interaction with you. Best practices call for nurturing your leads over time. You need to develop campaigns that allow you to touch your prospects multiple times so you can move them through the sales cycle until they're ready to think about actually purchasing from you. 8. Excite your sales staff about each prospect = The best salespeople focus on detailed qualifying, and so should the rest of your staff. The more information you have about a prospect, the more excited your salespeople will be about the lead. Whoever's collecting prospect information needs to extract additional information from every prospect with each interaction, including such things as "what interested you about your service" and "why is it important to you." They should also try to say about your organization so your salespeople are getting in touch with the decision-makers in each company.

Hold regular meetings with your sales staff and anyone else involved in the sales process. You should meet with appropriate staff members on a regular basis to review lead quality, win/loss records, and tracking systems so you can continue to improve your sales effectiveness

13. Market development strategy

This strategy is concerned with creating business through developing new market with existing products in hand. KAV is using this strategy to capture
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new and unexplored sector without creating new products. What KAV is doing in this sense is as follow: KAV communication has started targeting SMEs, Corporate, Real estate sector and many more. It is trying to get more and more customer through a sales team &advertising. KAV communication is trying to capture the market of fax as they are their main competitors. Company is focusing to sell their services to new born company as they dont have fax at all and as technology is green so this make advantage to convince the client. 13.1 Creating Competitive Advantage How should you proceed in a world where the old rules no longer apply?

First, Think Strategically: Beware of Cost Advantages: As the initial step, you must think about the direction youre headed what is the competitive advantage you really have? If its just price, that probably will not be good enough, because every sinking competitor will cut its prices to survive, catching you potentially in a death spiral of endless costcutting. Squeezing competitors who are undercapitalized and strapped for cash will probably be counterproductive and my just drive them out of business. This type of war of attrition is likely to be a blood bath of red ink for everyone who engages. A strategic focus on competitive advantage and value creation is, in the longer view, more important. Innovation is a more powerful advantage than low cost.
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Second, Focus on Your Customers Keep your Customer Competitive: New economic realities demand dramatically different thinking from the past. This time around youve got to think about how to keep your customer alive, too. If your customer is not healthy, you will inherit the malady! More businesses fail for lack of sales and strategic positioning than other reasons. Remember the topline: REVENUES; its the only line on your operating statement that makes a positive contribution to profit. Understand the Customers Value Needs: But dont start with what you want to sell to a customer. Instead, set up a meeting with your top ten or twenty customers. Then explain to them you are seeking ways in which to create competitive advantage for them. The objective is to make your customer more successful by: offering them new innovations that will help them thrive and beat their competition, thus increasing their revenues and profits, which, in turn increases your revenues. Seldom will the customers procurement people know the answers to these questions; youll probably need to speak directly to senior management. Third, Build a System of Trust & Teamwork: Trust is the Foundation of Teamwork & Innovation : Great leaders understand that Trust unleashes and focuses the latent human energy in an organization, resulting in enormous productivity and innovation. Internal teams function to keep your organization alive. Alliances with customers, other providers, and external partners are the external teams that can radically improve your prospects for success. Trust is a Competitive Advantage: There are up to a 50% competitive advantage for companies that have high trust with their suppliers and customers, as opposed to those with deep distrust. This is a massive advantage thats too often overlooked in companies. It is a terrible cost of doing business
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that is, for all intents and purposes, hidden from view it never gets reported on the balance sheet or P&L, because, like a poison, its imbedded in every line item. Every leader at every level of the organization should be attuned to creating trust, because it costs far less to have trust than the alternative. Yet most leaders tell that their relationships in business are filled with manipulation, deceit, criticism, extraneous legal protections, posturing, skimming, hidden agendas, and subtle trickery that damages good decision making, slows down communications flows, and blocks creativity and innovation. 13.2 Positive Image Public Relations is about creating a favorable image of your organization, or services in the minds of the public. PR encompasses all of the activities and practices required to generate goodwill among those who can have the greatest impact on your businessconsumers and the press. Like Sears, most companies will find that investing the time and effort into developing a sound, strategic PR program inevitably results in rich, tangible rewards. Whether youre marketing highly specialized services, your success rides heavily on your ability to project the right company imageto create and sustain a positive "buzz" among consumers and business and trade press about who you are and what you have to offer. A strong PR program can provide the visibility and credibility needed to put you on the radar screens of the right people, while instilling a sense of confidence and goodwill in their minds about your company, and services. By sending clear, consistent messages to the world, PR programs can generate astonishing results including skyrocketing awareness of your company and services, a public perception of your company as a credible information source in your trade or area of expertise, and increasing revenues from rising sales of your services.
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But achieving these high returns requires hard worksimply sending out the occasional news release to editors and media producers for possible placement just doesnt cut it. Any PR program worth its salt should include some basic componentsstrategic communications objectives and planning, trade and consumer media relations, crisis intervention planning, print and online media production and placement and ongoing market research initiatives. However, creating and managing all of these program components requires significant time and resources of any company, large or small, in any industry. As a result, choosing to outsource your public relations workload to a reputable PR agency not only is a viable options, it can be a wise decision for your business. Typically, agencies have talented art directors, copywriters, web and multimedia designers, photographers and other professionals who can create the high-impact PR program components you need. They already have strong ties with editors and producers in targeted areas of interest, which can mean more frequent and more strategic publicity opportunities for your company. PR agencies also have the expertise, time and resources to execute the high volume of strategic and production work required to sustain successful PR programs, enabling you to free up and apply internal resources to other key initiatives. So, if you want to boost your companys visibility and credibility in todays highly competitive markets, consider hooking up with a seasoned PR agency. Outsourcing can make the process of building a new PR program or revamping an existing one, infinitely easier. With the right agency on your side, your company will get the good "buzz" it needs to get the business it deserves. 13.3 Setting Up a PR Program Public Relations (PR) is at the forefront of your business. PR serves as a wonderful tool for promoting your organization, company or specific product and services. It should clearly manage and portray the message your company
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wants to send out to the market. Whether the marketing is being done in-house or outsourced, the message should be consistent and clear. Here are some tips when setting up a good public relations program. * Program should have a goal and purpose. Strategic objectives and planning are a must. * It should utilize all media (i.e., magazines, newspapers, television, radio and wire services) and maintain good relations with editors, writers, etc. A complete target media list should be compiled. It should be focused and relevant to companys services or events, as well as up-to-date. * Should always have on hand a copy of the publishing dates and editorial calendars for various media. Program should offer timely press releases to media. It never should send an announcement of an event two days before. * Only send out high quality press releases. A good press release should not be an advertisement. It simply informs the editor of the facts about a product, service or event. * Set in place ongoing market research initiatives. * All press releases should be posted on website.

15. MOTIVATE YOUR SALES FORCE FOR BETTER PERFORMANCE

What motivates a sales force? It's an age-old question, of course. But these days, it's
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arguably more important than ever, as organizations and different parts of the world face critical talent shortages that could impede their plans for growth. During a time of worker scarcity, a better understanding of basic human needs and of the methods that can sustain high levels of motivation among a company's sales staff is important for two reasons. First, organizations need to motivate and engage their best employees to increase the chances those workers will stick around. Second, when a large percentage of a workforce is nearing retirement or being lured to different jobs, companies want to motivate those who remain to perform at the highest productivity levels possible. In both cases, it's a big challenge. It is believed that when it comes to successful motivational approaches and incentive compensation strategies, sales executives must "go back to go forward." That is, they must rediscover some of the basic and deeper truths about what factorsbesides financial compensationmotivate sales professionals, and then use those insights to design a more comprehensive approach to incentive management. Creating a culture of trust; leveraging the power of peer recognition; and focusing on the enablers and tools that help salespeople reach their potential in an increasingly complex business environmentthese are all critical parts of the overall picture of motivating a sales force more effectively. By gaining a deeper knowledge of human motivation, sales executives can put in place a more holistic approachone that integrates people, process, technology and compensation strategiesto encourage and reward the behaviors that help produce high performance. In other words, something more is going on. The question is, what?

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More work, less to show for it If your sales professionals feel as if they're working harder today but have less to show for it, they may be right. "The demands from customers and the pressure from competitors continue to rise, and that results in a marketplace that has higher expectations and more demands. To effectively sell solutions, and not just boxes, a salesperson needs to have more knowledge across a broader spectrum of services." That leads to "a situation where you have to know more and sell harder. A second implication of declining success rates is that traditional approaches to incentive management are no longer adequate to the task. "It's important that a company's leadership work harder at really understanding people. It includes things like sales enablement and tools, reducing quote cycle times, getting better documentation, and developing a product that is differentiated and therefore easier to sell. Those are some of the things that actually motivate salespeopleeven more than sales compensation incentives."

15.1 Eliminate Low Price by Differentiating Your presentation requires two key components to win. The first is to show your prospect you can give them and what they wants. The second is to describe how you can do it better than any alternative. Better in an area of importance to someone is worth more money. Keep in mind, doing nothing is an alternative and many times, your biggest competitor. Showing you're the best of the choices available is called differentiation. You separate yourself, your company and/or your solution from the others.
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Many sales people struggle with differentiation. They feel their widget is basically like the competitors'. With services, they feel the customer can do it just as well themselves. But every company has uniqueness which should be used as differentiators. In any event your focus should be what you have, and not worry what competitors are going to present. Closing is all about winning over the final decision maker, not beating the competition. Selling is like an election winning votes. It's not a sporting event where you beat the other team. If you focus on winning votes, you'll act differently than if you concentrate on beating competitors. Common Situation: One Presentation Fits All Sales people tend to go into their canned presentations. Sometimes they don't find out what's important to this person, and sometimes, no matter what the person has said, they still do the standard script. These same sales people also try to impose what they feel should be important to the other person. Sales people tend not to quantify and fail to show how extremely capable their company is in areas of importance to the prospect. Actually many sales people get tired of their presentations because they do it so often and skim over the important details. Many sales people really don't know what the prospect wants because they haven't had an in-depth interview, or they think everybody wants the same things. So they just present what they feel they should. The presentation becomes a commercial from a "sales person", rather than an offering of problem solving options from an expert consultant. Resulting Problem The Stage Is Set for a Price Battle or for Your Competition to Win
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You talk and sound like everyone else. If there is no difference, they buyer will buy based on price. If your information does not address each person's personal issues, desires and/or concerns your credibility dwindles quickly. The customers especially feel that you don't understand their situation so they excuse themselves and seeks a competitive alternative.

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CHAPTER-3 INTRODUCTION

OBJECTIVE OF PROJECT

1) To learn about the different behavior and perception of people towards an IT service like (Superfax).
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2) To develop a effective communication skill while dealing with the client.

3) To learn how a company built corporate relationship with client.

4) To learn how company advertise through digital marketing.

LITERATURE REVIEW
PRODUCT DESCRIPTION TARGET MARKET

Super Receptionist

Super Receptionist is an IVRS Solution Real Estate Brokers, Lawyers, Doctor with own Clinics, Customer gets a local phone number on Startups, Import/Export which all incoming calls are greeted by a Houses professionally recorded voice. The call can then be forwarded to Sales Team or Business Owner as per specification.

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Super Fax

Manufacturing Units, Chartered Accountants, Lawyers, Hotels, Customer gets a local phone number Import/Export Houses, Freight which is mapped to his email address. All Forwarders & Cargo faxes coming on this number are sent to his email. Customer can also use the service to send faxes from his email account. Super Conference is an Audio Sales Managers in Insurance Conference Solution Companies for Daily Sales Review, Cola Companies need Customer gets a phone number on whichconferencing with Distributors all his employees can call. All calls get connected into a conference. The call is recorded and can be downloaded Phone All is a Group Communication Schools to communicate to Solution parents, Hospitals for Emergency Notifications, Customer can send a voice message to his BPOs for employee security, employees, customers and distributors as Insurance Companies to a phone call. motivate agents. The voice message can be: pre-recorded or a live commentary.

Customers use this to project a professional and big company image. Superfax is a Internet Based Fax Solution

Super Conference

Phone All

RESEARCH METHODOLOGY
RESEARCH A Systematic search for an answer to a question or solution to problem is known as RESEARCH.

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According to KERLINGER defines RESEARCH , Controlled , Empirical and Critical Investigation

A Systematic , of Hypothetical

Preposition about Preasumes Relation among Natural Phenomena . The marketing survey process that will be adopted in the present study will consist of the following stages a. Defining the problem and the research objective: b. Developing the research plan: c. Collection and Sources of data: d. Analyze the collected information e. Report research findings:

RESEARCH DESIGN B2B Branding

B2B Branding is different from B2C in some crucial ways, including the need to closely align corporate brands, divisional brands and product/service brands and to apply your brand standards to material often considered informal such as email and other electronic correspondence. it is mainly of large scale when compared with B2C.
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Product (or Service)

Due to the fact that business customers are focused on creating forensic laboratory equipment alongside with clean room products including ESD products for Automotive and Electronic manufacturing organization.

Place (Sales and Distribution)

The importance of a knowledgeable, experienced and effective direct (inside or outside) sales force is often critical in the business market. Lavotec GMBH, Switzerland, Maxsharer, China, And Korea.

Sampling Design And Data Collection

The universe of study consist of all retail consumers in New Delhi: Samle size : Sampling method : Data type : Scope of research : 100 Convenient sampling method primary data and secondary data New Delhi

Data collection tool : Structured Questionary

DATA COLLECTION

Research will be based on two sources:

PRIMARY DATA

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Primary data is that kind of data which is collected by the investigator herself for the purpose of specific study. The data such collected is original in character. The advantage of third method collection is the authenticity. SECONDARY DATA When an investigator uses the data that has been collected by others is called secondary data. The secondary data could be collected from journals, reports and various publications. The advantages of secondary data can be economical, both in the term of money and time spent.

DATA COLLECTION METHOD:

Types of data

Primary Data

Secondary Data

The information required for our project was collect mainly from the primary sources and even from secondary sources. The primary source consists of the data analyzed from questionnaire and interaction with the user at that time only. And internet is used as secondary source. Here in this project the methods used by researcher for collecting information regarding the plans are

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 Primary Method Secondary Method

PRIMARY METHOD:

1) It is the direct respondents to customers of collecting information. Primary data are generated in an investigation according to the needs of the problem in hand. Here I collected the information from distributing questionnaire to the people. and can be collected through a number of method which can be classified as follow Personal interview of sample. Telephonic interview. E- Mails. Observations. Questionnaires Interviews

SECONDARY METHOD:

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This is the method, which is collected through some other external sources. Secondary data can be defined as the data collected by someone else for purposes other than solving the problem. In this method I have collected the information from -. Internet. Books and Journals. Company reports. Census department. Research work of others. In my project work I have used primary & secondary sources of data.

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CHAPTER-4
DATA ANALYSIS&INTERPRETATION

DATA ANALYSIS & INTERPRETATION Qu.1 age group of respondent? a) 18-25 year
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b) 26-30 year c) 31-40 year d) More then 40 Particular 18-25 year 26-30 year 31-40 year More then 40 Percentage 20% 25% 30% 25%

Data analysis
In this question on the basis on the age group of the respondent in this I have covered the 20% respondent between 18-25 year, 25%has respondent 26-30 year, 30 % respondent 31-40 year at last 25% respondent has more then 40

Interpretation
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In this report on I have covered the maximum number of respondent between 31-40 year Qu.2 income level of respondent?
a) Below 10000 b) 11000-15000 c) 16000-25000 d) More then 26000

Particular
Below 10000 11000-15000 16000-25000 More then 26000

Percentage 20% 25% 30% 25%

Data analysis
In this question on the basis on the income level of the respondent in this I have covered the 20% respondent between below10000, 25%has respondent 1100059

15000, 30 % respondent 16000-25000 at last 25% respondent has more then 26000.

Interpretation
In this report on I have covered the maximum number of respondent between more then 26000.
Qu.3 how much did the installation cost of products project of KAV Ltd? a) Below 10000
b) 11000-15000 c) 16000-25000 d) More then 26000

Particular
Below 10000 11000-15000 16000-25000 More then 26000

Percentage 35% 25% 20% 20%

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Data analysis
In this question on the basis on the cost of solar project of the respondent in this I have covered the 35% respondent between below10000, 25%has respondent 11000-15000, 20 % respondent 16000-25000 at last 20% respondent has more than 26000.

Interpretation
In this report on I have covered the maximum number of respondent between more then 26000.

SUGGESTION AND FINDINGS

1) There is a continuous increase in demand of the new technology designed by the company. 2) As it is an all new technology in Indian market it has been very difficult for sales person to convince customers to adopt it. 3) Slowly the customers are getting attracted towards the various services like super fax, super receptionist, super dialer.

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4) It has been only few years that the company has started their business in India, so they need to give sufficient time to market and to customer to understand the products and its services. 5) The company also needs to have very good marketing and advertisement of the various products. 6) They should also look after the various strategies and methods to increase their brand value. 7) Proper goal and vision with proper market approach can lead this business to a greater extent.

CONCLUSION
It was a great pleasure for me to have training in KAV communications, Gurgaon. In todays world the need of technology has increase at rapid speed; there has been a continuous change and up gradation in the field of technology. So looking at a type of business KAV communication is working on there is an immense growth in near future. The working environment and culture of the company is friendly. 1. Maximum number of respondent between 31-40 year. 2. Maximum number of respondent graduate, 3. Maximum number of respondent has more then 26000 income level,
4.

Maximum number of respondent more than 26000 Rs. Incurred Costs for Electronic products project.

5.

Maximum number of respondent Print media hears about the option of Electronic products project of Real KAV Ltd

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6.

Maximum number of respondent Yes for the decision to install Electronic products project weighted more by economic factors or environmental factors,

7. Maximum number of respondent Satisfied with advertisement of Electronic products project of KAV Ltd.

Recommendations
As already discussed above, there are certain issues and flaws associated with Sales Promotion, so in order to implement it effectively and efficiently we would like to suggest certain recommendations to the company: Production department should make efforts to make available all of the product varieties in the depot norm wise. So that each and every variety should be available according to the generated order so as to meet the stock out problem. I recommend strong coordination between production and the sales department. So that a proper production forecast for each variety can be maintained by the production department.

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Proper allocation of the stock from the depot according to the Super stockiest contribution so that neither there is excess stock in one region nor stock outs in other. I also recommend increasing average number of lines so that all the SKUs (Stock Keeping Unit) are available in the market. Apart from setting overall target for all the SKUs (Stock Keeping Unit), there should also be individual SKU wise target so that RPDs and UPDs are able to make sales of unfamiliar products also. To increase the sales margin the price value of the main brand should be relatively higher i.e. around thrice. There should be a system from where different distributors can see the stock position of company and as well of other distributors. It will help the distributor in a way that if some distributors who wants the same.

CHAPTER-5
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Limitation

1. Times was the major limiting factor as the time allotted to conduct survey was not enough. 2. Some respondent were irresponsive. 3. The research is directly concerned with the study of consumer behavior and achieving absolute mathematical accuracy was not possible.

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4. Method of data collection was through personal and therefore bias becomes a major limitation. 5. Due to the time constraints all the customers were not covered. 6. The sample was restricted to 100 customers, which may restrict the scope and completion of study. 7. The scope of study is restricted only to the twin cities of NEW DELHI. 8. Owing to their pre occupation some customers were unable to answer the complete questionnaire.

Scope of the Study

The study gives me a wide exposure of areas like Industry Awareness, Company, Competitions, Market position, and Market demands for IT services.

BUSINESS RESEARCH
Change is the factor which is not acceptable by the customers so easily, the customers are not ready to change with the growing technology. In case of Superfax also which is one of the latest technology available in the market for sending fax through E-mail to anywhere in the world. In earlier days the fax was sent and received through a small telephonic machine which need telephone connection, electricity, paper and ink. It has been seen by the research and development department of KAV Communications that to just make a single transaction of sending and receiving the fax the both party need to have various function working. 1) The both party sender and the receiver need to be available near the machine in time of exchange of information. 2) The flow of electricity is required. 3) There should not be any shortage of paper.
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4) Telephone connection is also required for which monthly rental is to be paid. 5) The fax machine needs to be purchased. If we divide the market in to Business class, professionals, employee, educated, illiterate, Then we can clearly understand that the change in technology is easily acceptable by the business class people, professionals and educated people but there is a big gap between the illiterates and rigid nature people who are not ready to change in any given conditions. The effective communication plays a very vital role in todays business world, clients doubts are needed to solve properly. Communication is the way through which one can share or express his view regarding various products and services. To develop an effective communication while dealing with clients KAV communication runs a 1 month training programme for the new joining under which the various aspects of communication and aspects of dealing with clients are tought.

BIBLOGRAPHY

References
Koontz, Harold & Weihrich, Heinz; Essential of McGraw-Hill Publishing Company Ltd., New Delhi, 2003. Leadership Quarterly. Leadership Strategies. Management, Tata

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Prasad, L. M.; Principle and Practice of Management, Sultan Chand & Sons, New Delhi, 2001. Rao, V. S. P. & Narayana, P. S.; Principle and Practice of Management, Konark Publishers Pvt. Ltd.

Company data base Google Search

www.KAV.com www.scribd.com

www.google.com www.slideshare.com www.realsunrise.in www.realgroup.co

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