ANJUMAN-I- ISLAMS ALLANA INSTITUTE OF MANAGEMENT STUDIES & RESEARCHA PROJECT REPORT ON

Market Scoping and analysis of Financial Investment& Loan Products.

Summer Internship Report Submitted to theUniversity Of Mumbai

In partial fulfillment for the award of degree ofMaster of Management Studies.

SUBMITTED BYMR. MOHAMMED SHAHID SABLE

ROLL NO: 37

PROJECT GUIDE:Mrs.RESHMA SINGH

Batch: 2013-2015

For the summer internship atIIFL(India Infoline Finance Limited)

Declaration

I, SHAHID SABLE, Student of ANJUMAN-I-ISLAMSALLANA INSTITUE OF MANAGEMENT STUDIES &RESEARCH Management (MMS FINANCE),declare that the project on Market Scoping and Analysis of Financial Investment & Loan Products is the result of my own effort and it is based on data collected and guidance of Project Guide Mrs. RESHMA SINGH.

I have prepared this project during my Summer Internship from 2nd May 2014 and the same was completed on 29th June 2014. This report is correct to my knowledge and so far has not been published anywhere else.

NAME: SHAHID SABLECLASS: MMS BATCH: 2013-2015ROLL NO.: 37PLACE: MUMBAI

(SIGNATURE OF THE CANDIDATE)

Certificate of Approval

This is to certify that summer internship project entitled Market Scoping and analysis of Financial Investment& Loan Products submitted byUMESH YADAV, a student of BharatiVidyapeeths Institute of Management Studies and Research , as a part of the curriculum of Masters of management studies (MMS) has been approved.

____________________ ___________________

Project Guide Director -BVIMSRACKNOWLEDGEMENTThis project bears imprint of all those who have directly or indirectly helped and extended their kind support in completing this project.At the time of making this report I express my sincere gratitude to all of them.I would like to express my sincere gratitude to Mr. Nijesh Raveendran (Area Manager) , Mr. Sagar Kesri (Territory Manager ) and Mrs. Bhagyashree Bhavsar (Branch Manager) for giving me this opportunity to undergo this lucrative project with India Infoline Finance Ltd at IIFL Gold Loan Kanjurmarg branch.I am extremely thankful and obliged to Prof. Reshma Singh (Internal Project Guide) for providing streamed guidelines since inception, till the completion of the project. I would also thank IIFL Gold Loan employees and customers, whom I met during the course of this project, for their support and for providing valuable information, which helped me, complete this project successfully.At this moment I also thank almighty God for the blessings showed upon me, my parents for their support and care and also my friends for their valuable suggestions.This project report is a collective effort of all and I sincerely remember and acknowledge all of them for their excellent help and assistance throughout the project.

SHAHID SABLEEXECUTIVE SUMMARY

The title of the Project done at India Infoline Finance Limited is Market Scoping-Gold Loan with special reference to IIFL Vashi sec 9 Branch. There are many reasons why customer expectations are likely to change over time. Process improvements, advent of new technology, changes in customer's priorities, improved quality of service provided by competitors are just a few examples.

The main objective of the study is to find out the different services provided in gold loan market by different organizations and to know the perception and awareness level of the people regarding IIFL in the Gold Loan Market. Also this research project includes in finding out policies and strategies of existing and upcoming competitors in this sector. In todays competitive world there are many goods chasing few customers some are trying it expands their size and share of existing market. As a result there are loser and winners. Winners are those who carefully analyze needs identify opportunities and create aloe rich offers for target customer.

The objective of the market research to determine the demand and supply and use of the product and competitors study so as to get the total market scenario of the product for analyzing market problem research is needed. A firm can obtained market research in a number of ways. It can hire market research firm or it can ask student to design and carry out market research project. These marketing problems and opportunities if entrust to the student of marketing.Specially when they seek the same during the project gives opportunities to apply their theoretical knowledge and managerial knowledge.

The type of research was qualitative research. Qualitative research is collecting, analyzing and interpreting data by observing what people do and say. The sources of the data for the study were primary and secondary data. The questionnaire was prepared and administered to collect the relevant primary data. The data collection method was based on questionnaire.

Table of Contents

ChapterTopicsPage No.

CHAPTER 12.1 Introduction Of The Topic8

2.2 RBI's gold loan regulation for NBFCs13

2.2 Objectives14

CHAPTER 23.1 Company Profile17

3.2 About Industry18

3.3 Competitors26

CHAPTER 34.1 About Firm25

4.2 History28

4.3 Organization structure30

4.4 Finance31

4.5 Marketing33

4.6 Human Resource36

CHAPTER 44.7 Research Methodology 42

CHAPTER 55 Operational learning46

5.1 Data analysis& Interpretation47

CHAPTER 66.1 Conclusions58

6.2 Findings59

6.3 Recommendations& Suggestions60

6.4 Annexure61

6.5 Bibliography64

COMPANY PROFILEIndia Infoline originally incorporated on October 18, 1995 as Probity Research And Service Private Limited at Mumbai under the companies act, 1956 with registration number 1193797. And become a public limited company on April 28, 2000.INDIAINFOLINE Limited is a leading full service investment bank founded in 1995 offering a wide range of financial services and wealth management solutions to institutions, corporations, highnet worth individuals and families. The firm has rapidly expanded its footprint to over 2500 locations across India with international presence in Singapore Exchange (SGX) & Sri Lanka(Colombo stock exchange) . Founded by Mr. NIRMAIL JAIN (CEO) and Mr. R.VENKATARAMA(Managing director) of this group. , the group today employs over 18000 professionals throughout India and its international offices. IIFL is a one-stop financial services shop, most respected for quality of its advice, personalised service and cutting-edge technology. The IIFL group, comprising the holding company, India Infoline Ltd and its subsidiaries, is one of leading players in the Indian Financial Services Space. IIFL offers advice and execution platform for the entire range of financial services covering products ranging from Equities and Derivatives, Commodities, Wealth Management, Asset Management, Insurance, Fixed Deposit, Investment Banking, Loans (Gold, Home, Mortgage, Commercial Vehicle).The firms philosophy is entirely client centric, with a clear focus on providing long term value addition to clients, while maintaining the highest standards of excellence, ethics and professionalism. The entire firm activities are divided across distinct client groups: Individuals, Private Clients, corporate and Institutions. indiainfoline has been named The Best broking firm house awarded in India. The firm has emerged a winner across all key segments in indias largest survey of high net worth individuals in India.IIFLs Crisil and ICRA Rating for short term is top rated as CRISIL A1+ and ICRA (A1+) respectively. For long term, IIFL has been rated ICRA(AA-) by ICRA and CRISIL AA-/Stable by CRISIL indicating high degree of safety for timely servicing of financial obligations.

IIFL VALUES

Growth IIFL believe in setting challenging targets and achieving them. Once IIFL have set target for any business, they work aggressively to achieve the same. IIFL has grown from a search firm in 1995 to a leading financial powerhouse in less than a decade. From research, now the company provides the entire range of services including Institutional Broking, Investment Banking, Wealth Management Services, Life Insurance Distribution, Credit and Loans and Gold Loans. In the last five years IIFL has grown at a compounded annual rate of 30%. Today, the company has one of the widest networks across the country with more than 3000 business locations spread over more than 500 cities and towns across India facilitating smooth acquisition and servicing of a large customer base. The group caters to a customer base of about a million customers, over a variety of mediums viz. online, over the phone and its branches. Its International footprints cover Singapore, Dubai, Sri Lanka, USA and Europe.

IntegrityAt IIFL they believe all employees to implement things which are legally morally and ethically correct Integrity is the cornerstone on which business is built. No short cuts compliance is necessary for business to grow. A cardinal rule no compromises on ethics and any wrong act like even fudging a travel bill will mean termination.

Fairness IIFL give all their people equal opportunities. Ideas / suggestion is always heard by management irrespective of the hierarchy.

Merit is the sole determinant in the career growth of an IIFL employee. The appraisal process in IIFL is transparent with the employee being evaluated on clearly defined parameters. There are internal job postings which are posted at regular intervals. IIFL always prefer to fill in vacancies by internal promotions and only then recruits from external source are considered.

Transparency At IIFL most of the information is available on intranet IWIN (India Infoline Web based Information Network) via circulars and policies. Employees can also directly communicate with the top management via the IWIN Q&A (Question & Answer) feature.

Service Customer service is the backbone of financial services. We believe in acquiring customers, retaining them and keeping them happy. The essence of good customer service is in forming a relationship with customers for life.

Marketing Strategy of IIFL

Market Positioning:Market positioning statements of India Infoline are At India Infoline we give you single window service and We also ensure your comfort. So, India Infoline focus on the consumers who prefer almost all investment activities at same place by providing number of various financial services. At India Infoline a person can purchase or sell shares, debentures etc. and at the same place also demat it. India Infoline also provides other investment option to the same person at same place like Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and help the person in designing his portfolio. By this way India Infoline provides comfort to its customers.

Target Market:India Infoline uses demographic segmentation strategy and segment people based on their occupation. India Infoline uses selective specialization strategy for market targeting. Target person for the India Infoline Stock Broking and India Infoline Investment Service are persons who can work as sub-broker for the companies. Companies focus on Advisors of Insurance and post office, Tax consultants and CAs for making sub-broker.

Marketing channel System:India Infoline uses one level marketing channel for investment product distribution. Sub-brokers work as intermediary between consumer and company. Company has both forward and backward flow of activity through channel. Company distributes stationery, brokerage, and information forward to its sub-broker. The sub-brokers send filled forms, queries, amount of investment etc. back to the company.

Training Channel Members:India Infoline provides training to the sub-brokers because they will be viewed as the company by the investors. The executives of India Infoline explain various new schemes of investment to the sub-brokers with its objective, risk factors and expected return. Company also periodically arrange seminar to guide sub-brokers. Advertising and Promotion:The objective of advertising of India Infoline is to create awareness about services of India Infoline among investors and sub-brokers. India Infoline also publishes its weekly Stock Market Newsletter Market Mantra.

IIFL have a presence in:

EquitiesIIFL is a member of BSE and NSE registered with NSDL and CDSL as a depository participant and provides broking services in the cash, derivatives and currency segments, online and offline. IIFL is a dominant player in the retail as well as institutional segments of the market. It recently became the first Indian broker to get a membership of the Colombo Stock Exchange and is also the first Indian broker to have received an in-principle approval for membership of the Singapore Stock Exchange. IIFLs Trader Terminal, its proprietary trading platform, is widely acknowledged as one of the best available for retail investors. Investors opt for IIFL given its unique combination of superior Service, cutting-edge proprietary Technology, Advice powered by world-acclaimed research and its unparalleled Reach owing to its over 2500 business locations across over 500 cities in India.

CommoditiesIIFL offers commodities trading to its customers vide its membership of the MCX and the NCDEX. Our domain knowledge and data based on in depth research of complex paradigms of commodity kinetics, offers our customers a unique insight into behavioral patterns of these markets. Our customers are ideally positioned to make informed investment decisions with a high probability of success.

InsuranceIIFL entered the insurance distribution business in 2000 as ICICI Prudential Life Insurance Co. Ltds corporate agent. Later, it became an Insurance broker in October 2008 in line with its strategy to have an open architecture model. The Company now distributes products of major insurance companies through its subsidiary India Infoline Insurance Brokers Ltd. Customers can choose from a wide bouquet of products from several insurance companies including Max New York Life Insurance, MetLife, Reliance Life Insurance, Bajaj Allianz Life, Birla Sunlife, Life Insurance Corporation,Realiance Life Insuramce.Credit & FinanceIIFL offers a wide array of secured loan products. Currently, secured loans (mortgage loans, margin funding, loans against shares) comprise 94% of the loan book. The Company has discontinued its unsecured products. It has robust credit processes and collections mechanism resulting in overall NPAs of less than 1%. The Company has deployed proprietary loan-processing software to enable stringent credit checks while ensuring fast application processing. Recently the company has also launched Loans against Gold

Private Wealth ManagementIIFL offers private wealth advisory services to high-net-worth individuals (HNI) and corporate clients under the IIFL Private Wealth brand. IIFL Private Wealth is managed by a qualified team of MBAs from IIMs and premier institutes with relevant industry experience. The team advises clients across asset classes like sovereign and quasi-sovereign debt, corporate and collateralised debt, direct equity, ETFs and mutual funds, third party PMS, derivative strategies, real estate and private equity. It has developed innovative products structured on the fixed income side.It also has tied up with Interactive Brokers LLC to strengthen its execution platform and provide investors with a global investment platform.

Investment BankingIIFLs investment banking division was launched in 2006. The business leverages upon its strength of research and placement capabilities of the institutional and retail sales teams. Our experienced investment banking team possesses the skill-set to manage all kinds of investment banking transactions. Our close interaction with investors as well as corporates helps us understand and offer tailor-made solutions to fulfill requirements.The Company possesses strong placement capabilities across institutional, HNI and retail investors. This makes it possible for the team to place large issues with marquee investors.Team Members

Nirmal Jain Chairman of India Infoline LtdAcademicsNirmal Jain is an alumnus of IIM Ahmedabad.He is also a Chartered Accountant and a Cost Accountant. He has consistently excelled in academics, was always amongst the top scorers and stood All India Second in Chartered Accountancy (year required). He acquired all three top professional qualifications in Finance even before he was 23 years of age.CareerNirmal Jain started his career in 1989 with Hindustan Lever Limited soon after his MBA from IIM Ahmedabad. During his stint with Hindustan Lever, he handled a variety of responsibilities which included exports and trading in agro-commodities. He contributed immensely towards rapid and profitable growth of Hindustan Lever's commodity export business which was then the nation's as well as the company's top priority. In 1995, Nirmal Jain set up what is today know as IIFL.Entrepreneurial VenturesIn 1994, Nirmal Jain joined hands with two local brokers, Motilal Oswal and Ramdev Agarwal, to set up their equity research unit, Inquire Indian Equity Research. However, this project couldn't sustain and had to be shut.On October 18, 1995, Nirmal set up Probity Research and Services Private Limited. Nirmal had planned to build the business on the premise that most brokers would set up their own research and cover top 200 stocks. The name was later changed to what is today known as India Infoline or IIFL.Awards and Recognition Nirmal Jain was nominated in the year 2000 and 2007 for the 'Ernst & Young Entrepreneur of the Year' Award and in both the years he has a finalist. Nirmal Jain has received the 'Udyog Rattan Award 2007' from the institute of Economic Studies. Nirmal Jain won the CA Business Learder Corporate award of the year 2007

R Venkataraman Managing Director,IIFLMr. R Venkataraman, Co-Promoter and Executive Director of India Infoline Ltd, is a B.Tech (electronics and electrical communications engineering, IIT Kharagpur) and an MBA (IIM Bangalore). He joined the India Infoline Board in July 1999. He previously held senior managerial positions in ICICI Limited, including ICICI Securities Limited, their investment banking joint venture with J P Morgan of US, BZW and Taib Capital Corporation Limited. He was also the Assistant Vice President with G E Capital Services India Limited in their private equity division, possessing a varied experience of more than 19 years in the financial services sector.

Mr. Nilesh Vikamsey- Independent Director , India Infoline LtdMr. Nilesh Vikamsey Board Member since February 2005 - is a practicing Chartered Accountant for 25 years and Senior Partner at M/s Khimji Kunverji & Co., Chartered Accountants, a member firm of HLB International, a world-wide organisation of professional accounting firms and business advisers, ranked amongst the top 12 accounting groups in the world. Mr. Vikamsey headed the audit department till 1990 and thereafter also handled financial services, consultancy, investigations, mergers and acquisitions, valuations and due diligence, among others. He is elected member of the Central Council of Institute of Chartered Accountant of India (ICAI), the Apex decision making body of the second largest accounting body in the world, 20102013.

Mr. Kranti Sinha- Independent Director , India Infoline Ltd.Mr. Kranti Sinha Board member since January 2005 completed his masters from the Agra University and started his career as a Class I Officer with Life Insurance Corporation of India. He served as the Director and Chief Executive of LIC Housing Finance Limited from August 1998 to December 2002 and concurrently as the Managing Director of LICHFL Care Homes (a wholly-owned subsidiary of LIC Housing Finance Limited). He retired from the permanent cadre of the Executive Director of LIC; served as the Deputy President of the Governing Council of Insurance Institute of India and as a member of the Governing Council of National Insurance Academy, Pune apart from various other such bodies. Mr. Sinha is also on the Board of Directors of Hindustan Motors Limited and Cinemax (India) Limited

Mr. A. K. Purwar- Independent Director , India Infoline LtdMr. Purwar is currently the Chairman of IndiaVenture Advisors Pvt. Ltd., investment manager to IndiaVenture Trust Fund I, the healthcare and life sciences focussed private equity fund sponsored by the Piramal Group. He has also taken over as the Chairman of IL & FS Renewable Energy Limited in March 2008 and India Infoline Investment Services Ltd in November 2009. He is working as Independent Director in leading companies in Telecom, Steel, Textiles, Power, Auto components, Renewable Energy, Engineering Consultancy, Financial Services and Healthcare Services. He is an Advisor to Mizuho Securities in Japan and is also a member of Advisory Board for Institute of Indian Economic Studies (IIES), Waseda University, Tokyo, Japan.

Head Offices In MumbaiRegistered Office:IIFL HouseSun Infotech Park,Road No. 16V,Plot No.B-23Thane Industrial Area,Wagle Estate, Thane 400604 Corporate Office:IIFL CentreB Wing,Trade CentreKamala Mills Compound,Off Senapati Bapat Marg,Lower Parel,Mumbai - 400013 India Infoline Finance Ltd 12A-10, 13th floor, Parinee Crescenzo,C-38 and C-39, G Block,Behind MCA, Bandra Kurla Complex,Bandra East, Mumbai 400051Board No. 022-67881000Fax No. 022-67881010

GLOBAL OFFICES OF INDIA INFOLINE LTD

IIFL - SingaporeIIFL (Asia) Pte Ltd.20 Collyer Quay#21-04/05 Tung CentreSingapore 049319

IIFL - DubaiIIFL Private Wealth Management (Dubai) Ltd. DIFC, 808 Liberty House,P.O. Box 115064,Dubai, UAE 241 294

IIFL - USAIIFL Inc.Grace Building, 34th Floor1114 Avenue of the AmericasNew York, NY-10036Tel: +1 212 221 6800Fax: +1 212 221 6818 IIFL - UKIIFL WEALTH (UK) LTD45 King William Street,London, EC4R 9AN, UK IIFL - GenevaIIFL Private Wealth (Suisse) SAPlace de la Fusterie, 71204 GenevaTel: +41 22 310 99 90

IIFL - Hong KongIIFL Private Wealth Hong Kong Ltd.Level 9 , 907 Central Building21-27 Queens Road CentralHong Kong.IIFL - MauritiusIIFL Private Wealth (Mauritius) Ltd5th Floor, Barkly WharfLe Caudan WaterfrontPort Louis, MauritiusMihir Parekh +230 2105168Parag Shah +230 2113089Niraj Kumar +230 2104078Maharoof Parokot +230 2103486Fax: +230 2104624

History of GoldGlory of gold is unique. The precious yellow metal is celebrated as Emperor of metals. Some people compare this metal with the Almighty God. Gold is called as Swarnam, Aparanji, Chinna, Sona, Pon, Thangam, Bangaru in various Indian languages. Pure gold is called as Fine Gold in English.Gold is taken out from the earth, naturally with silver & cooper. South Africa is the major supplier of gold (50% of gold). Only in Australia gold is mined in pure state of 99.65% naturally. India is the top most user of gold in the world. India is consuming 800 tons of gold per annum approximately.In India gold is mined in Kolar & Hatti in Karnataka state. But recently the Kolar mines were closed, because the administrative & executing expenses were higher than the gold.Gold is a very soft metal we can mould the gold into a very thin foil & stretch it into a thin wire. Gold is a best conductor of heat & electricity. If the gold is put in water or sea even for hundred years it wont get rusted. Gold will not react with single chemical or any acid. But it will dissolve only in Aquaregia, a mixture of nitric acid & hydrochloric acid.Gold is mostly available in South Africa, USA, Mexico, Canada, Brazil, Russia, China & Australia in large amount. Gold is used in various fields such as electronics, communications, technology, medical field & in jewellery. Gold is utilised in minting coins as alloy metal.Now a days every countrys currency is based on the reserve of the gold in that Government. USA, Canada, UK, Australia, China & South Africa govts are economically well off because of their gold stock.

MAJOR COMPETITORS IN GOLD LOAN Muthoot Finance Gold Loan:Muthoot is a Kerala originated association set up byMuthoot Ninan Mathai in 1887 at Kozhencherry in Travancore district which was later being adopted by M George Muthoot. Loan isreceivedwithin a time period of 5 min. It ranges from Rs 1500 to 1 crore. 0%processing fees. Interest rate of 1%per month. Mannapuram Finance Gold Loan:Mannapuram Finance also facilitates gold loan within 5 minutes. It help to draw instant Cash by subscribing gold ornaments and Jewellery. It provides loan at higher points, based on purity, net weight of gold. The candidate must haveone recent IDVoter ID/ Ration Card/ Driving License/ Passport. No time-consuming formalities involved. Union Gold Loan:Union gold loan provides credit facility to needy farmers. The lending rate is Rs 1800 per gram gold ornaments. Basedprioritysector like agricultural purposes. Under non priority sector for basic necessities for unforseen expenses. Loan amountconsumptionpurposes is upto Rs.2000/-. TheNon-Priority Sector loan amount is max.Rs.5 lacs. HDFC Gold loan:HDFC gold loan term loan provides instant loans . Regular interest on loan is being granted. Identity Proof likePassport Copy/ Voters ID card/ Driving License along with proof likeRation card/ Telephone Bill/ Electricity Bill/ Rental Agreement/ Passport copy/Trade license /Shop & Est License / Sales Tax certificate, 2 pass port size photographs. SBI Gold loan:SBI gold loan is loan which satisfies as a biggest advantage to overcome crisis and is a personal loan phenomena. It has low interest rate. The loan amount of Rs 10 lakh is attained by the customer. It also provides gold loan for farmers for agricultural necessities. The main documents required for applying gold loans are Letter of witness in case of illiterate borrowers. Two passport size photographs of the borrower. DP Note delivery. All the gold ornaments that are to be kept as mortgage for the loan. Gold Loan application.IIFL GOLD LOAN

What is a Gold Loan?Gold loan or loan against gold is a secured loan in which a customer pledges his/her gold ornaments as collateral with a gold loan company and the company in turn gives a loan amount as per the market value of gold to the customer. It is a very quick and easy way of fulfilling ones financial needs as compared to the other kinds of loans.

Why should customers take a Gold Loan from IIFL?The advantages of taking gold loan from IIFL include - Minimal paper work and documentation Very low processing time (few minutes) Zero processing fee Low Interest Rate Instant disbursal of loan Security and Insurance of Gold Pledged

Eligible to take a gold loan?Any person salaried/non-salaried/self-employed/student of 21 years of Age or above having gold of purity of 18 karat or above is eligible to avail a gold loan from us.

What security/collateral do customers need to provide to avail such a loan?Any kind of jewellery/ornament made of gold of purity of 18 karat or above can be provided as security to avail such loan.

Customers need to provide any documents to avail a gold loan?A proof of identification in the form of Voters ID/PAN/Passport No./Driving license and a proof of address would be required to avail a gold loan from us.

What is the maximum loan amount that customers can take?Customers can avail a maximum loan of up to 60% of the market value of your gold. Market value of your gold is calculated according to the per gram market rate of gold on the day of loan application.

How is the Market Value of customers gold jewellery/ornaments calculated?Market value of customers gold is calculated according to the per gram market rate of gold on the day of loan application.Only the gold part of ornament /jewellery is used for gold weight calculations; other metals and stones or gems studded on the ornament/jewellery are excluded from the calculations.

What is the tenor of these loans?Minimum tenor is three months while the maximum is twelve months.

How long does it take to avail a gold loan?The total process of loan disbursal gets over in a few minutes if the customer provides all the requirements.Once the customer pledges the gold ornaments and submits the required documents, our staff does all the required paperwork and disburses the loan as quickly as possible.

What is the processing fee involved to avail such a loan?Fifty rupees processing fee is involved in availing such a loan.

What is the guarantee of safety of my ornaments/jewellery pledged with IIFL?Gold ornaments pledged by you are secured in a fire and burglary proof vault in our Gold Loan branch. Besides, the branch is under electronic surveillance and guarded by security all the time. Moreover, the pledged ornaments are covered by insurance. So your gold is completely safe with us.

Can customers foreclose a loan account / Can customers closethe loan account before its tenor?What are the charges involved in such a case?Yes, you have an option to foreclose your account where you can pay-back the loan amount before it's tenor and release your gold from the branch. No extra charges are involved in such foreclosure apart from normal interest rates till the date of foreclose. However, a minimum interest of seven days will be charged in case you wish to foreclose your account before seven days of the date of availing the gold loan.

Can customers make part payment of my loan amount?Yes, you can make a part payment where you can pay-back a part of the total loan amount. Here, you will get an advantage of future interest being charged only on the balance principal amount left after part-payment. Moreover, you may chose to release a part of your gold ornaments/jewellery as per the amount of loan paid back.

Can customers part release their gold?Yes, you can part release your gold but you would have to pay-back a part of the loan amount as per the value of gold to be released.

Can customers pay the loan amount or interest at any of the PAN-India IIFL gold loan branches?Yes, you can pay-back your loan amount or interest due at any of the Pan-India IIFL-Gold Loan branches. However, to redeem your gold ornaments/jewellery, you will have to visit the branch from which the loan was availed.

Mortgage Loans Loan against PropertyIIFL brings to you Loan against property (LAP). You can now take a loan against your residential or commercial property, to expand your business, plan a dream wedding, fund your childs education and much more.You can now depend on us to meet all your business requirement even to purchase a new shop or office for your business. Loan Features Loans to expand your business or to meet any personal need. Loans available against residential, commercial and industrial property. Maximum loan to value available. Repayment through monthly installment. High tenure loans for ease of repayment Attractive interest rates Specially designed products for self employed Hassle free process / Door step service. Minimum documentation Loan transfer- You can also transfer your existing loan against property or home loan from another institution at attractive rate of interest for personal or business purpose. Key Customer segmentsSalaried class: Corporate salaries employees, Government employees & salaried consultants.Self employed: Proprietorship, Partnership, Companies& Professionals. Eligibility Income criteria Non-Prime Home Loans -LAP Salaried Rs. 1 Lac per annum (after adjustment of tax) Self Employed Min Profit after Tax Rs 1 Lac p.a.

HOME LOANA new home brings with it new hopes, joys and emotions. At IIFL, we have shared new hopes, joys and emotions with our customers. Every customer has a specific and unique concern and our home loan product is customized to provide you solutions for your unique concern. IIFL group has set up India Infoline Housing Finance Ltd. (IIHFL) to offer highly customized facilities of availing Home Loans.We believe that in order to succeed, we need to offer not only competitive products, but also the best possible service and value-added features and benefits. In a market where the basic product is largely similar, the differentiator is our ability to understand the customer's need completely and structure the value-adds appropriately.Loan Features Home loan amount suited to your needs Home loan tenure upto 20 years Simplified documentation Key Customer segmentsSalaried class: Corporate salaried employees, Government employees & salaried consultants.Self employed: Proprietorship, Partnership, Companies& Professionals. Eligibility Income criteria Salaried Gross salary of Rs. 2.5 Lacs p.a. Self Employed Min. Profit after tax of Rs. 2 Lacsp.a. Mandatory RuleIIFL Health Care:Healthcare Finance is a business vertical dedicated at offering a customized financial solutions to Doctor, Diagnostics Centre, Hospitals, Nursing home etc for their funding needs. With 1.2 beds per 1000 population there is immense growth potential in this segment. Growing incomes, literacy and awareness bode well for the Indian healthcare services market. Considering that 80% of future Investment in Healthcare is expected to come from Pvt Sector, we at IIFL see a lot of synergies between the Healthcare fraternity and IIFL for mutual growth opportunities.IIFL is extremely delighted to share that we are present in Healthcare Finance Business.Loan Features: Quick & Hassle free loan Loan amount ranging from Rs 3,00,000/- onward Tenor ranging from 12 to 84 Months Flexible Loan To Value Funding for Ancillary equipments Flexible EMI options No Additional Collateral Minimum Turn Around Time

Key Customer Segment: Medium & Large Private Hospitals, Nursing Homes, Medical & Dental Colleges Diagnostics Centres and Pathology Laboratories Eye Centres Small and Medium size Speciality Clients likes skin Clinics, Dental Clinics etc Medical Practitioners Public Private Partnership Venture'sEligibility: Indian Citizen Minimum age of 24 Minimum Qualification MBBS (Applicant / Guarantor) Minimum Experience of 3 Years Good Repayment history

INVESTMENT PRODUCTICICI Prudential Life Insurance:IIFL mostly deals with the third party product in which Insurance is one of the important product. IIFl deals with ICICI Pru Guaranteed Savings Insurance Plan which is a traditional plan.Which covers following things: Guaranteed Maturity Benefit - Your GMB at policy inception would be Sum Assured, which is sum of all payable premiums. That means depending on term you have chosen for the Policy (after completion of 15 or 20 years) you will get your paid premiums back without any deduction. Guaranteed Regular Additions -" This guaranteed addition, expressed as a percentage of the SA, will be declared at the beginning of every policy year" Maturity Addition- A lumpsum amount expressed as a percentage of the SA. This Bonus is estimated in broacher and not marked guaranteed.

Features and benefits of Guaranteed Savings Insurance Plan Limited pay: You have a choice of paying premiums for either 7 or 10 years, while enjoying a long term savings benefit under the plan Guaranteed benefits: Receive guaranteed benefit at the end of the policy term in form of Guaranteed Maturity Benefit (GMB):In the beginning, the GMB would be equal to sum of all premiums payable under the plan Additional maturity benefit: Receive additional amount in form of Maturity Addition (MA) at the end of the policy term Death Benefit: Receive a Guaranteed Death Benefit (GDB) equal to the sum of all premiums paid till date compounded at the rate of 5 percent per annum Easy to purchase: Easy and hassle free application process with no medicals Tax benefits: Tax benefits on the premium paid and benefits received under the policy, as per the prevailing Income Tax laws.

BRANCH PROCESS

Customer approaches the branchCCE Collecting GoldInteraction with CCE

Appraisal of goldCash handling to customerIn 5L and above, conversation with BM

GLOLD LOAN FOLW CHART Operational learning:Role of staff engaged in a normal branch process: Security Guard Customer care executive Valuer 1 and 2 Branch Manager

Job of Security Guard:First and foremost things are that security guard needs to be dressed properly. Greet the customer Ask customer the reason for visiting branch Ask customer to enter details in visitor register Lead the customer to branchRole of customer care executive: Handling inquiries from customers regarding loans against gold. Helping customer to solve his / her all query. Explaining terms and conditions of the product to the customer. Counting jewel items in front of customer and taking his/her all query. Ensuring all the KYC documents are verified with original. Ensuring all the details are filled up in customer detail form.

Role of valuer 1 and valuer 2: Checking the jewellery with accuracy. Testing gold with two methods which includes , skin test and salt test. Finding out the purity and making appraisal sheet. Working out on loan amount with mutual conversation. Every gold jewellery item must be counted and matched with the appraisal sheet before inserting it in gold packet. Each and every details mention on packet must be filled in with accuracy. It is important to keep gold packet in serial order in vault .

Steps to be followed while appraising gold Sort gold items according to solid , chains and others. Confirm the purity with the help of touch stone and acid test. Note down result in following format:

Pass out gold to valuer 2 for re- valuation Suggest lower loan amount to BM.

Steps to be followed while sealing of gold Fill in the details on the packet Insert the gold and appraisal sheet in the packet Fix the sticker Sign on the sticker (BM and valuer 1) Affix the seal on sticker Keep the gold packet in vault in serial order mentioning the GL number (to and from)Role of cashier: To make sure that cash is taken from vault strictly as per cash denomination entered in the system. Ensuring that cash is counted twice before giving it to customer. To make sure that cash transaction is done in front of cctv camera.

Steps to followed at the time of cash handling:

Joint custodians open the vault room. Take cash as per cash denomination entered in system Pass out the same to cashier to re-count. Handover the cash to customer in front of cctv camera.

RESEARCH METHODOLOGY

RESEARCH DESIGN OF THE STUDYThe study is based on survey technique. The study consists of analysis and Market Scoping of Financial product of IIFL. For the purpose of the study customers 60 are picked up and their views solicited on different parameters. The methodology adopted includes Questionnaire Random sample survey of customers Discussions with the concernedPersonal interviews and informal discussions were held with customers to ascertain the awareness level. Further applying simple statistical techniques has processed the data collected.

SOURCES OF DATA: Primary data: Questionnaire Secondary data: are published materials such as periodicals, journals, news papers, and website.

SAMPLING PLAN:Sampling since segment wise investors in IIFL are not available for the overall customers was considered for the study. 100% coverage was difficult within the limited period of time. Hence sampling survey method was adopted for the purpose of the study. Population: (universe) customers of IIFL Sampling size: A sample of hundred was chosen for the purpose of the study. Sampling Methods: Probability sampling requires complete knowledge about all sampling units in the universe. Since due to time constraint non-probability sampling was chosen for the study. Sampling procedure:From large number of customers of IIFL. Were randomly picked up. Field Study: directly approached respondents.

DATA COLLECTION INSTRUMENTCOLLECTION OF DATA THROUGH QUESTIONNAIRES:The data collected for the study purpose is through questionnaires. customers of IIFL have been selected randomly for the study purpose and then the information revealed from the customers is analyzed and interpreted in the study.

ORGANISATION OF FIELD WORKInitial field work has done for pre testing tools for data collection. The data is collected through the direct interaction with the customers through questionnaires answered by them. Customers of IIFL were randomly chosen for the purpose of the study in Vashi.

LIMITATION OF THE STUDY:- Time limit is a major constraint.

This research reflects on individual customer in Vashionly. So findings and suggestion given on the basis of this research cannot be extrapolated to the entire population.

Sample size of the questioner is 100 which is very small that is not enough to study the awareness of consumer of that particular above area.

Respondent are not sincere and care full to fill up the questioner so we cannot find right solution.

As per the company rules many information was not disclosed.

As the managers are busy in their duty schedules it is not possible for us to spend more time in interaction and discussion with them.

Data analysisOPERATIONAL LEARNING

Q.1) Occupation of respondents?

a) Household06

b)Business man35

c) Government Employee14

d) Private Employee45

Here, we can see that maximum number of clients i.e., 45 clients are private employee 35 clients are business man14 clients are government employee and 06 clients are house hold which responded.

Q.2) How many times in year you have emergency requirement of money?

a) 005%

b) 115%

c) 235%

d) 325%

e) 412%

f) 55%

g) 63%

Here, we can see that maximum number of clients i.e.,35%Respondents have two time emergency requirement of money , 25%Respondents have 3 times requirement of money and 5%Respondents dont have the requirement of money.

Q.3) Are you aware about concept of gold loan?

a) Yes66%

b)No34%

Here, we can see that maximum number of clients i.e., 66% clients are aware about the concept of gold loan while in the other hand only 34% clients are not aware about the concept of gold loan.

Q.4) Have you ever used gold loan service?

a) Yes20%

b) No72%

Here, researcher can see that maximum number of clients i.e., 72% clients never used gold loan services, while in the other hand only 28% of Respondents used the gold loan services.

Q.5) How did you get the information about IIFL Gold loan?

a) Family relatives54%

b) Friends and colleagues 23%

c) Internet17%

d) Advertisement6%

Here, we can see that maximum number of clients i.e., 54% clients got the information from family relatives , 23% clients got the information from friends and colleagues , 17% clients got the information from internet and 6% clients got the information from advertisement .

Q.6).Your opinion about interest charged by the IIFL?

a)Very High14%

b) High10%

c) Reasonable 64%

d)Low12%

Here, we can see that maximum number of clients i.e., 64% clients said that interest charged by IIFL is reasonable, 12% clients said its low,14 clients said its very high , and 10 clients said its high .

Q.7) Reason for taking Loan from IIFL?

a)Faster Processing 58%

b)Low Interest Rates22%

c)Brand image of the Company 12%

d) Margin Amount6%

e)Others2%

Here, we can see that maximum number of clients i.e., 58 clients responded that faster processing is reason behind taking loan from IIFL, 22clients responded its due to low interest rates, 12 clients responded its due to Brand image of the company, 6 client responded its due to margin amount while in the other hand only 2 client responded for other option.

Q.8) What according to you is the safest instrument of Investment & Saving?

a)Banks Saving A/C 31%

b)Insurance7%

c)Real Estate18%

d)Stocks & Shares9%

e)Fixed Deposit 19%

f)Post Office 16%

Here, we can see that maximum number of clients i.e.,31 clients responded banks saving a/c is safest instrument of investment and saving, 18 clients responded real estate is safest, 19 clients responded for fixed deposit, 16 clients for post office, 7 clients responded for insurance while in the other hand only 9 clients responded for stocks and share

Q.9) Do you have your owned house or rented ?

a)owned 73%

b)rented27%

Here, we can see that maximum number of clients i.e., 73% clients have owned house , while in the other hand only 27% clients have rented house.

Q.10) Have you taken housing loan ?

a)Yes 24%

b)No76%

Here, we can see that maximum number of clients i.e., 24% clients taken housing loan, while in theother hand only 76% clients not taken housing loan.

Q.11) Have you made any provision for your retirement?

a)Yes 29%

b)No 71%

Here, we can see that maximum number of clients i.e., 29% clients made the provision for their retirement, while in the other hand only 71% clients not made any provision for retirement.

Q.12) Looking at the recent downfall in Gold prices last month did you feel the urge to buy gold at such low prices?A. Yes 78%B. No. 22%

Here, we can see that maximum number of clients i.e., 78% clients feel the urge to buy gold , while in the other hand only 22% clients dont feel the urge to buy gold.

CONCLUSIONS

On the basis of the study it is found that IndiaInfoline Ltd is better services provider than the other NBFCs because of their good service and personalized advice on gold loan and financial investment product.

IIFL provides the faster services as well as relationship manager facility for encouragement and protects the interest of the investors. It also provides the information through the internet and mobile alerts.Study also concludes that people are not much aware of IIFL gold loan services.

The company should also organize seminars and similar activities to enhance the knowledge of prospective and existing customers, so that they feel more comfortable while investing in the financial products.

The company should focus on the advertising strategy and also the marketing of the product.

FINDINGS

According to the survey most of the customers of InfolineLtdsays that rate of interest charged by IIFL is satisfactory.

Coming to faith 59% say India Infoline Ltd is better than others NBFCs due to customers satisfaction. Lack of promotional activities undertaken by India Infoline Ltd. in Vashi.

IIFL gold loan is less preferred by the general people might because of less awareness about IIFL goal loan services.

People want to invest their money in the bank saving accounts rather than insurance, fixed deposit, stocks and shares.

Most of respondents have their annual income between 2lac to 4lacand from them most of the people prefer LIC for insurance.

Many people know the concepts of gold loan in spite of that they dont take Gold loan.

RECOMMENDATIONS& SUGGESTIONS

Most of the people are not much aware of IIFL gold loan services and its benefit. So INDIA INFOLINE FINANCIAL LIMITED can take general awareness of GOLD LOAN SERVICES plan to the customers. INDIA INFOLINE should maintain the customer satisfactions.

There is lack of new customer addition in the branches of Indian Infoline Financial Limited, only existing customer comes to respective branches for gold loan so it is important to increase the awareness about the financial products of Indian Infoline Financial Limited in respective area. Some promotional activities are required for the awareness of the customer.

The Company should increase Exposure. It is the good tool to capture the market. To increase awareness about GOLD LOAN SERVICES AND OTHER FINANCIAL PRODUCT and the name India Infoline itself, the company should organize campaign. The campaign can be weekly, monthly, yearly, it will give a good result to the company to capture market in the competitive position.

ANNEXUREName: _________________________

Date of Birth: _________________________

Marital Status: Married Single

Contact: ________________________

Email ID: ___________________________

Residence Location:_________________________ __________________________________________No of Dependent: ___________________________ No. Of Earning Member: _____________________Your Income p.a.: _________________________Family Income: ________________________________

My Family Details:

Sr.No.

Name Relation Age

1.

2.

3.

4.

5.

Q.1) Occupation of respondentsa) Farmer / Household [ ] b) Govt. Employee [ ]d) Business man [ ] c) Private employee [ ]

Q.2) How many times in a year you have emergency requirement of money?0 1 2 3 4 5 6

Q.3) Are you aware about concept of gold loan?a) Yes b) No

Q.4) Have you ever used gold loan service?

a) Yes b) No

Q.4) How did you get the information about IIFL Gold loan?a) Advertisement [ ] b) Friends &colleagues [ ] c) Family& relatives [ ] d) Internet [ ]e) Other [ ]

Q.5) Your opinion about interest charged by the IIFL? a) Very High [ ] b) High [ ] c) Reasonable [ ] d) Low [ ]

Q.6).How do you rate the Interest rates charged by IIFL? a. Highly Satisfactory b. Satisfactory c. Averagely Satisfactory d. Dissatisfactory e. Highly Dissatisfactory

Q.7) What according to you is the safest instrument of Investment &Saving?Banks Saving A/C Insurance Real Estate Stocks & SharesFixed Deposit Post Office Others_______________________

Q.8) what is your approximately Monthly Household Expenses?>10,000 Up to 15,000 Up to 20,000 Up to 25,000Above 30,000

Q.9) how many times in a year do you have taken Gold loan?0 1 2 3 4 5 6

Q.10) Do you have your owned house or rented?a) Owned b) rented

Q.11) Have you taken housing loan?a) Yes b) No

Q.12) Have you made any provision for your retirement?

a) Yes b) No

Bibliography

Websites:

www.indiainfoline.com http://www.iiflfinance.com/Products/GoldLoan.aspx http://www.neytri.com/gold-loans-what-you-must-know/ http://www.muthootfinance.com/services/gold-loan.html http://www.agloc.org/1. www.mutualfundsindia.com1. www.google.com

References:

Indian Gold Loan Market Cognizant The Economic TimesMannapuram General Leasing Finance Limited From IIFL branch, Factsheets of various companies, like ICICI Prudential, Reliance,etc.

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