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CHAPTER1- INTRODUCTION

1.1 THE TOPIC: OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS

At HDFC Bank, I was assigned with the topic as Opening Savings Accounts by MeetingCustomers for my project work. I joined the company as a Sales Executive. The selection ofthetopic was to know how the company generates business throughthem.

Sales Executives are those sources of a company who have their own relations andpersonal

contacts among common public that they use to generate business through. Company hascertaincriteria to recruit these Sales Executives. The steps are asfollows.

He should be at least 12th passed.He should have good personal contacts.

He should have convincing power.

He should be above 18th year old.

Once he through all these steps of recruitment, he becomes the Sales Executive of the

company and reserve the right to sale the various products to any prospect client also he ispaidthe commission a certain percentage. There are some reward and tour packagealso.

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1.2 REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in India. The SalesExecutivesare one of the most powerful, efficient and effective channel through which the companysales itsvarious types of financial products. It is really difficult to convince customers and sell asingleproduct but since these executives have their own personal contacts which make the entiretaskeasier to sell a product. Whereas in my entire project work I found my interest in working inateam, dealing with customers and finally convincing them to open an account with thebank.

1.3 IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the customers perceptions

about the different products of the bank, how these products can attract them and how the

company can generate maximum profit by convincing them through salesexecutives.

1.4 LEARNING FROM THE STUDY:

The process of recruitment for Sales Executives of HDFC Bank.Different products and services provided by the bank.Customers perception about the different products.

The brand image of the bank.

What are the problems faced by these sales executives dailybasis.How to communicate with the customers.

Different techniques of dealing with the customers.

How to convince and convert a customer into a realcustomer.

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CHAPTER 2-ORGANIZATION PROFILE

2. COMPANY HISTORY

2.1FORMATION OF THE COMPANY

The Housing Development Finance Corporation Limited (HDFC) was amongst the first toreceive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bankin the private sector, as part of the RBI's liberalization of the Indian Banking Industry in1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited',with its registered office in Mumbai, India. HDFC Bank commenced operations as aScheduled Commercial Bank in January 1995.

PROMOTERHDFC is India's premier housing finance company and enjoys an impeccable track record inIndia as well as in international markets. Since its inception in 1977, the Corporation hasmaintained a consistent and healthy growth in its operations to remain the market leader inmortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC hasdeveloped significant expertise in retail mortgage loans to different market segments andalsohas a large corporate client base for its housing related credit facilities. With its experiencein thefinancial markets, a strong market reputation, large shareholder base and unique consumerfranchise, HDFC was ideally positioned to promote a bank in the Indian environment.

BUSINESS FOCUSHDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build soundcustomer franchises across distinct businesses so as to be the preferred provider ofbankingservices for target retail and wholesale customer segments, and to achieve healthygrowth inprofitability, consistent with the bank's risk appetite. The bank is committed to maintainthehighest level of ethical standards, professional integrity, corporate governance andregulatory

compliance. HDFC Bank's business philosophy is based on four core values - OperationalExcellence, Customer Focus, Product Leadership and People.

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CAPITAL STRUCTUREThe authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital isRs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity and about17.6% of the equity is held by the ADS Depository (in respect of the bank's American

Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign InstitutionalInvestors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on theStockExchange, Mumbai and the National Stock Exchange. The bank's American DepositorySharesare listed on the New York Stock Exchange (NYSE) under the symbol 'HDB'.

TIMES BANK AMALGAMATIONIn a milestone transaction in the Indian banking industry, Times Bank Limited (another newprivate sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with

HDFCBank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved bytheshareholders of both banks and the Reserve Bank of India, shareholders of Times Bankreceived1 share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added significantvalue to HDFC Bank in terms of increased branch network, expanded geographic reach,enhanced customer base, skilled manpower and the opportunity to cross-sell and leveragealternative delivery channels.

DISTRIBUTION NETWORKHDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network ofover1229 branches spread over 444 cities across India. All branches are linked on an onlinereal-timebasis. Customers in over 120 locations are also serviced through Telephone Banking. TheBank'sexpansion plans take into account the need to have a presence in all major industrial andcommercial centers where its corporate customers are located as well as the need to buildastrong retail customer base for both deposits and loan products. Being aclearing/settlement bankto various leading stock exchanges, the Bank has branches in the centers where the

NSE/BSEhas a strong and active member base.

The Bank also has a network of about over 2526 networked ATMs across these cities.Moreover,HDFC Bank's ATM network can be accessed by all domestic and internationalVisa/MasterCard,Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

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MANAGEMENTMr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr. Capoorwasa Deputy Governor of the Reserve Bank of India.

The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 yearsandbefore joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.The Bank's Board of Directors is composed of eminent individuals with a wealth ofexperiencein public policy, administration, industry and commercial banking. Senior executivesrepresenting HDFC are also on the Board.

Senior banking professionals with substantial experience in India and abroad head variousbusinesses and functions and report to the Managing Director. Given the professionalexpertiseof the management team and the overall focus on recruiting and retaining the best talentin the

industry, the bank believes that its people are a significant competitive strength.

TECHNOLOGYHDFC Bank operates in a highly automated environment in terms of information technologyandcommunication systems. All the bank's branches have online connectivity, which enablesthebank to offer speedy funds transfer facilities to its customers. Multi-branch access is alsoprovided to retail customers through the branch network and Automated Teller Machines(ATMs).The Bank has made substantial efforts and investments in acquiring the best technology

availableinternationally, to build the infrastructure for a world class bank. The Bank's business issupported by scalable and robust systems which ensure that our clients always get thefinestservices we offer.The Bank has prioritized its engagement in technology and the internet as one of its keygoalsand has already made significant progress in web-enabling its core businesses. In each of itsbusinesses, the Bank has succeeded in leveraging its market position, expertise andtechnology tocreate a competitive advantage and build market share.

BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to buildsoundcustomer franchises across distinct businesses so as to be the preferred provider ofbanking

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services for target retail and wholesale customer segments, and to achieve healthygrowth inprofitability, consistent with the bank's risk appetite. The bank is committed to maintainthe

highest level of ethical standards, professional integrity, corporate governance andregulatorycompliance. HDFC Bank's business philosophy is based on four core values - OperationalExcellence, Customer Focus, Product Leadership and People.

RATINGI. Credit Rating

The Bank has its deposit programs rated by two rating agencies - Credit Analysis &ResearchLimited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed Deposit

programmehas been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instrumentsconsideredto be "of the best quality, carrying negligible investment risk". CARE has also rated thebank'sCertificate of Deposit (CD) programme "PR 1+" which represents "superior capacity forrepayment of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100%subsidiaryof Fitch Inc.) has assigned the "tAAA ( ind )" rating to the Bank's deposit programme, withtheoutlook on the rating as "stable". This rating indicates "highest credit quality" where"protectionfactors are very high".

The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE andFitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bondsratedby CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the subordinated

Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (ind)" with theoutlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple A]" for theBanks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned the rating "AAA /Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. In each ofthecases referred to above, the ratings awarded were the highest assigned by the ratingagency forthose instruments.

II. Corporate Governance Rating

The bank was one of the first four companies, which subjected itself to a CorporateGovernanceand Value Creation (GVC) rating by the rating agency, The Credit Rating Information

Servicesof India Limited (CRISIL). The rating provides an independent assessment of an entity'scurrentperformance and an expectation on its "balanced value creation and corporate governancepractices" in future. The bank has been assigned a 'CRISIL GVC Level 1' rating whichindicatesthat the bank's capability with respect to wealth creation for all its stakeholders whileadoptingsound corporate governance practices is the highest.

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2.2 PRODUCT SCOPE:

HDFC Bank offers a bunch of products and services to meet the every need of the people.Thecompany cares for both, individuals as well as corporate and small and mediumenterprises.

For individuals, the company has a range accounts, investment, and pension scheme,

different types of loans and cards that assist the customers. The customers can choose the

suitable one from a range of products which will suit their life-stage andneeds.

For organizations the company has a host of customized solutions that range from

Funded services, Non-funded services, Value addition services, Mutual fund etc. These

affordable plans apart from providing long term value to the employees help in enhancinggoodwill of the company.

The products of the company are categorized into various sections which are asfollows:

Accounts and deposits.

Loans.

Investments and Insurance.

Forex and payment services.

Cards.Customer center.

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2.3 PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING

A. Accounts & Deposits

- Regular Savings Account

- Savings Plus Account

- SavingsMax Account

- Senior Citizens Account

- No Frills Account

- Institutional Savings Account

- Payroll Salary Account

- Classic Salary Account

- Regular Salary Account

- Premium Salary Account

- Defence Salary Account

- Kid's Advantage Account

- Pension Saving Bank Account

- Family Savings Account

- Kisan No Frills Savings Account

- Kisan Club Savings Account

- Plus Current Account

- Trade Current Account

- Premium Current Account

- Regular Current Account

- Apex Current Account

- Max Current Account

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- Reimbursement Current Account

- RFC - Domestic Account

- Regular Fixed Deposit

- Super Saver Account

- Sweep-in Account

- HDFC Bank Preferred

- Private Banking

B. Loans

- Personal Loans

- Home Loans

- Two Wheeler Loans

- New Car Loans

- Used Car Loans

- Overdraft against Car

- Express Loans

- Loan against Securities

- Loan against Property

- Commercial Vehicle Finance

- Working Capital Finance

- Construction Equipment Finance

- Offers & Deals

- Customer Center

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C. Investments & Insurance

- Mutual Funds

- Insurance

- Bonds

- Financial Planning

- Knowledge Centre

- Equities & Derivatives

- Mudra Gold Bar

D. Forex Services

- Trade Finance

- Travelers Cheques

- Foreign Currency Cash

- Foreign Currency Drafts

- Foreign Currency Cheque Deposits

- Foreign Currency Remittances

- Cash To Master

- ForexPlus Card

E. Payment Services

- Net Safe

- Prepaid Refill

- Bill Pay

- Direct Pay

- Visa Money Transfer

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- E-Monies Electronic Funds Transfer

- Excise & Service Tax Payment

F. Access Your Bank

- One View

- Insta Alerts

- Mobile Banking

- ATM

- Phone Banking

- Branch Network

G. Cards

- Silver Credit Card

- Gold Credit Card

- Woman's Gold Credit Card

- Platinum plus Credit Card

- Titanium Credit Card

- Value plus Credit Card

- Health plus Credit Card

- HDFC Bank Idea Silver Card

- HDFC Bank Idea Gold Card

- Compare Cards

- Transfer & Safe

- Track your Credit Card

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H. Get More from Your Card

- Offers & Savings

- My Rewards

- Insta Wonderz

- Add-On Cards

- Credit Card Usage Guide

- Easy EMI

- Net safe

- Smart Pay

- Secure Plus

- My City Benefit Card

- Debit Cards

- Easy ShopInternational Debit

- Easy Shop Gold Debit Card

- Easy ShopInternational Business

- Easy ShopWoman's Advantage

- Prepaid Cards

- Forex Plus Card

- Kisan Card

Debit Card

Debit Card

Card

I. Customer Centre

- Offers & Deals

- Winners of Contests & Promotions

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2. Wholesale Banking

A. Corporate

Funded Services

Non Funded Services

Value Added Services

Internet Banking

B. Small & Medium Enterprises

Funded Services

Non-Funded Services

Specialized Services

Internet Banking

C. Financial Institutions & Trusts

Banks

Financial Institutions

Mutual Funds

Stock Brokers

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2.3. MILESTONES IN THE HISTORY

HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class IndianBank". They realized that only a single-minded focus on product quality and service

excellencewould help us get there. Today, they are proud to say that they are well on our waytowards thatgoal.It is extremely gratifying that their efforts towards providing customer convenience havebeenappreciated both nationally and internationally. 2007

Business Today-Monitor Group survey

Financial Express-Ernst & Young Award

One of India's "Most InnovativeCompanies".Best Bank Award in the Private Sectorcategory.

Employer Brand of the Year 2007-2008-Award- First Runner-up.Best Bank Award.Corporate Best Bank-Award.

Global HR Excellence Awards - AsiaPacific HRM Congress:Business TodayDun & Bradstreet American ExpressCorporate Best Bank Award 2007The Bombay Stock Exchange and Nasscom Best Corporate Social ResponsibilityFoundation's Business for SocialPractice Award.Responsibility Awards 2007Outlook Money & NDTV ProfitBest Bank Award in the Private sector

category.The Asian Banker Excellence in RetailBest Retail Bank in India.

Financial Services AwardsAsian BankerManaging Director Aditya Puri won theLeadership achievement Award forIndia.

2006Business TodayForbes MagazineBusiness worldThe Asset Magazine's Triple A CountryAwardsAsiamoney Awards

Euromoney Awards

14

Best Bank in India.One of Asia Pacific's Best 50 companies.Best listed Bank of India.

Best Domestic Bank.

Best Local Cash Management Bank inLarge and Medium segments."Best Bank" in India.

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2005Asiamoney Awards

Asiamoney AwardsThe Asian Banker Excellence

Hong Kong-based Finance Asia magazineEconomic Times Awards

The Asset Triple A Country Awards

The Business Today-KPMG Survey

The Business Today-KPMG Survey

Economic Times - Avaya Global ConnectCustomer Responsiveness Awards

Best Domestic Commercial Bank

Best Cash Management Bank - India .Retail Banking Risk ManagementAward in India.Best Bank in India"Company of the Year" Award forCorporate Excellence.Best Domestic Bank in India Region -2005Best Local Cash Management Bank inIndia US$11-100m - 2005"Best Bank in India" for the thirdconsecutive year in 2005.

"Most Customer Responsive Company -Banking and Financial Services - 2005

2004Asiamoney Awards

Asiamoney Awards

Asiamoney Awards

Asiamoney Awards

Asiamoney Awards

Business World

Forbes Global

Asian Banker Awards

The Asset Triple A Country Awards

Best Local Cash Management Bank inIndia US$11-100mBest Local Cash Management Bank inIndia >US$501mBest Local Cash Management Bank in

India 1989-2004 (poll of polls)Best Overall Domestic Trade FinanceServices in India - 2004Most Improved company for BestManagement Practices in India - 2004One of India's Most RespectedCompanies - 2004Best Under a Billion, 100 Best SmallerSize Enterprises in Asia/Pacific andEurope - 2004Operational Excellence in RetailFinancial Services - 2004

Best Domestic Bank in India - 2004

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2003Forbes Global

The Asset Triple A Country AwardsBusinessWorld - The Business World MostRespected Company AwardsThe Asset magazineThe Asset magazineFE-Ernst & Young Best Banks SurveyOutlook Money

Business TodayNASSCOM & economictimes.com - ITUsers Awards

Best Under a Billion, 200 Best SmallCompanies - 2003Best Domestic Bank in India -2003One of India's Most RespectedCompaniesBest Cash Management BankBest Trade Finance BankBest New Private Sector Bank - 2003Best Bank in the Private Sector 2003

Best Bank in India -2003Best IT User in Banking -2003

2002Hong Kong-based Finance Asia magazineHong Kong-based Finance Asia magazineEuromoney magazineAsiamoney magazine

2001Hong Kong-based Finance Asia magazineHong Kong-based Finance Asia magazine

Euromoney magazineForbes Global

Best Local Bank - India"Best Local Bank - India""Best Bank in IndiaCommercial Bank in India 2002

The Economic Times

Best Domestic Commercial Bank - India"Best Domestic Commercial Bank -India"Best Bank in IndiaNamed in The 300 Best SmallCompanies one of the "20 for 2001" bestFE-E&Y Best Banks small companiesAwards for Corporate Excellence as theEmerging Company of the Year

2000Hong Kong-based Finance Asia magazine

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Best Domestic Commercial Bank - India

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Hong Kong-based Finance Asia magazine

Euromoney magazineBusiness IndiaForbes Global

"Best Domestic Commercial Bank -IndiaBest Domestic Bank" India 's Best Bank"Named in The 300 Best SmallCompanies one of the "20 for 2001" bestFE-E&Y Best Banks small companies

2.4. MERGER

HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of1:29The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 andapproved, subject to due diligence, the share swap ratio for the proposed merger of

CenturionBank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a shareexchangeratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab.The combined entity would have a nationwide network of 1,148 branches (the largestamongstprivate sector Banks) a strong deposit base of around Rs. 1,200 billion and net advancesofaround Rs. 850billion. The balance sheet size of the combined entity would be over Rs.1,500billion.Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, We wereamongst the first to get a banking license, the first to do a merger in the private sector withTimesBank in 1999, and now if this deal happens, it would be the largest merger in the private

sectorbanking space in India. HDFC Bank was looking for an appropriate merger opportunity thatwould add scale, geography and experienced staff to its franchise. This opportunity aroseand wethought it is an attractive route to supplement HDFC Banks organic growth. We believe thatCenturion Bank of Punjab would be the right fit in terms of culture, strategic intent andapproachto business.

Mr. Aditya Puri, Managing Director, HDFC Bank said, These are exciting times for theIndian banking industry. The proposed merger will position the combined entity tosignificantlyexploit opportunities in a market globally recognized as one of the fastest growing. Imparticularly bullish about the potential of business synergies and cultural fit between thetwoorganizations. The combined entity will be an even greater force in the market.Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated, Over the last few years,Centurion Bank of Punjab has set benchmarks for growth. The bank today has a largenationwidenetwork, an extremely valuable franchise, 7,500 talented employees, and strong leadershippositions in the market place. I believe that the merger with HDFC Bank will create a worldclass bank in quality and scale and will set the stage to compete with banks both locally aswellon a global level.

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Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab said,We are extremely pleased to receive the go ahead from our board to pursue thisopportunity. Amerger between the banks provides significant synergies to the combined entity. Theproposedmerger would further improve the franchise and customer proposition offered by theindividualbanks.

2.5 FINANCIAL FIGURE

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2008

Particulars Quarterended

30.06.08Unaudited362173

263638

95121

Quarterended

30.06.07Unaudited206916

145362

56047

Yearended31.03.08

Audited1011500

696673

287204

1 Interest Earned (a)+(b)+(c)+(d)

a) Interest/discount on advances/bills

b) Income on Investments

c) Interest on balances with Reserve

Bank of India and other interbank funds

d) Others

2426

988

5337

170

27239

384

2 Other Income 59342 57254 228315

3

4

5

A) TOTAL INCOME (1) + (2)

Interest Expended

Operating Expenses (i) + (ii)

i) Employees cost

ii) Other operating expenses

18

421515

189826

128938

54058

74880

264170

108364

77438

28388

49050

1239815

488712

374562

130135

244427

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6 B) TOTAL EXPENDITURE (4)+(5)(excluding Provisions & Contingencies)

318764 185802 863274

7Operating Profit before Provisions andContingencies (3) -(6) 102751 78368 376541

8

Provisions (Other than tax) andContingencies 34447 30712 148478

9 Exceptional Items - - -

10 Profit / (Loss) from ordinary activities

before tax (7-8-9)

68304 47656 228063

11Tax Expense

21869 15533 69045

12Net Profit / (Loss) from OrdinaryActivities after tax (10-11) 46435 32123 159018

Extraordinary items (net of tax expense)

13

Net Profit / (Loss) (12-13)

14

Paid up equity share capital (Face Value ofRs.10/- each)

46435 32123 159018

- - -

15 42462 33319 35443

16

Reserves excluding revaluation reserves(as per balance sheet of previousaccounting year)

Analytical Ratios

19

- - 1114280

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17 (i) Percentage of shares held byGovernment of India

(ii) Capital Adequacy Ratio

(iii) Earnings per share (Rs.)

(a) Basic EPS before & after extraordinaryitems (net of tax expense) not annualized

(b) Diluted EPS before & afterextraordinary items (net of tax expense)-not annualized

(iv) NPA Ratios

(a) Gross NPA

(b) Net NPA

(c) % of Gross NPA to Gross Advances

(d) % of Net NPA to Net Advances

(v) Return on assets (average) - notannualized

Public Shareholding

NIL

12.2%

NIL

13.1%

NIL

13.6%

11.0 1 0.0 4 6.2

10.8 1 0.0 4 5.6

150274

49607

1.5%

0.5%

0.3%

71016

21424

1.3%

0.4%

0.3%

90697

29852

1.3%

0.5%

1.3%

18- No. of shares

- Percentage of Shareholding342173776

80.6%

250744008

75.3%

271989920

76.7%

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2.6 QUALITY POLICY

SECURITY: The bank provides long term financial security to their policy. The bankdoes this by offering life insurance and pensionproducts.TRUST: The bank appreciates the trust placed by their policy holders in the bank.

Hence, it will aim to manage their investments very carefully and live up to thistrust.INNOVATION: Recognizing the different needs of our customers, the bank offers a

range of innovative products to meet theseneeds.INTEGRITY

CUSTOMER CENTRIC

PEOPLE CARE ONE FOR ALL AND ALL FOR ONE

TEAM WORK

JOY AND SIMPLICITY

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CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH

PROJECT

3.1 PROBLEM DEFINATION:

Sales Executives were with good background human being and through rigorous process of

recruitment but still not able to perform up to the expectation level of company, HR is notable tosort out the problem why the performance is not coming even after giving the full marketing

support. The communication technique and dealing with the customers is also a problem tothesales executives.

3.2 OBJECTIVES OF RESEARCH PROJECT:

3.2.1 PRIMARY OBJECTIVES:

To open new savings accounts by convincing customers and to promote the benefits of those

which are provided by the bank.

To find the different way of convincing customers.

To study brand image of the bank.

To increase the business of the bank.

3.2.2 SECONDARY OBJECTIVES:

To determine the need and purpose of a sales executive.

To understand the deciding criteria for people to become salesexecutive.

To offer suggestions based upon the findings.

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3.3 GEOGRAPHICAL SCOPE:

The same problem was with the all other branches of HDFC Bank even out of the Pune city.Themanagement is conducting the same research on a big ground while my contribution is tiny.

Though my sample size and geographical area was defined and confine to a particularterritorybut the application of out put from the research are going to bewide.

3.4 PRODUCT SCOPE:

Studying the increasing business scope of the bank.

Market segmentation to find the potential customers for thebank.To study how the various products are positioned in the

market.Corporate marketing of products.

Customers perception on the various products of thebank.

CHAPTER4- RESEARCH METHODOLOGY AND LIMITATIONS

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All the findings and conclusions obtained are based on the survey done in the working area

within the time limit. I tried to select the sample representative of the whole group duringmy jobtraining. I have collected data from people linked with different profession atPune.4.1 RESEARCH PLAN:

4.1.1. Preliminary Investigation: In which data on the situation surrounding the problemsshallbe gathered to arrive at

The correct definition of the problem.

An understanding of its environment.

4.1.2. Exploratory Study: To determine the approximate area where the problemlies.

4.2 RESEARCH DESIGN:

Research was initiated by examining the secondary data to gain insight into theproblem.

By analyzing the secondary data, the study aim is to explore the short comings of thepresentsystem and primary data will help to validate the analysis of secondary data besides on

unrevealing the areas which calls for improvement.

4.2.1 DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration. Dueto

time limitation and other constraints direct personal interview method is used. A structured

questionnaire was framed as it is less time consuming, generates specific and to the point

information, easier to tabulate and interpret. Moreover respondents prefer to give directanswers.In questionnaires open ended and closed ended, both the types of questions has beenused.

4.2.2 COLLECTION OF DATA:

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1: Secondary Data: It was collected from internal sources. The secondary data was collectedonthe basis of organizational file, official records, news papers, magazines, managementbooks,preserved information in the companys database and website of thecompany.2: Primary data: All the people from different profession were personally visited and

interviewed. They were the main source of Primary data. The method of collection ofprimarydata was direct personal interview through a structured

questionnaire.

4.3 SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take samplefrom

the universe to know about its characteristics.

Sampling Units: Different professionals Chartered Accountants, Tax Consultants,

Lawyers, Business Man, Professionals and House Wives of Pune.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method:Personal Interview.

4.4 SAMPLE SIZE:

My sample size for this project was 200 respondents. Since it was not possible tocover

the whole universe in the available time period, it was necessary for me to take a samplesize of200 respondents.

4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of

data will be based on Survey Method and Field Activity. Primary data collection will base on

personal interview. I have prepared the questionnaire according to the necessity of the datato becollected.

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4.6 RESEARCH LIMITATIONS:

It was not possible to understand thoroughly about the different marketing aspects oftheFinancial Consultant within 60 days.

As stipend, money was not given it was difficult to continue the projectwork.

All the work was limited in some limited areas of Pune so the findings should not be

generalized.

The area of research was Pune and it was too vast an area to cover within 60days.

CHAPTER5-DATA ANALYSIS, INTERPRETATION AND PRESENTATION

Q1.Your Age?

TABLE

Serial No. Age Category Number of Respondents

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Percentage

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1.2.3.4.

18-23 Years24-29 Years30-35 Years35 Years and above

Total

40706030200

20%35%30%15%100%

Base 200 respondents

GRAPH

Interpretation

From the table and graph above it can be seen that

20% respondents age are 18 to 23 years.



15% respondents age are 35 to above years.

Q2. Marital Status?

TABLE

Sr. No.12

CategoryMarriedUnmarriedTotal

No. of Respondents14060

200

Percentage70%30%100%

GRAPH

Interpretation

From the table and graph above it can be seenthat

70% respondents are married.

30% respondents are unmarried.

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Q3. Educational Qualification?

TABLE

Sr. No.1

23

CategoryUnder graduate

GraduatePost graduate

Total


8070

200

Percentage25%

40%35%100%


GRAPH

Interpretation

From the table and graph above it can be seen

that

25% respondents are Under graduate.

40% respondents are Graduate.

35% respondents are Post graduate.

Q4. Number Of years Are You in Pune?

TABLE

Sr. No.12

CategoryLess than five yearsMore than five years

Total


122200



GRAPH

Interpretation


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39% respondents are in Pune for less than five years.

61% respondents are in Pune for more than fiveyears.

Q5. Your Occupation?

TABLE

Sr. No.123

CategoryBusiness

ProfessionService

Total


10852

200

Percentage20%54%26%

100%


GRAPH

Interpretation


20% respondents Occupation is Business.

26% respondents Occupation is Profession.

54% respondents Occupation is Service.

Q6. Your annual household income?

TABLE

Sr. No.1234

CategoryLess than 2 lacs

Between 2 to 5 lacsBetween 5to 8 lacsMore than 8 lacs


29

Percentage49%31%15%5%

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Total 200 100%


GRAPH

Interpretation


49% respondents annual household income is less than 2lacs.31% respondents annual household income is between 2 to 5lacs.15% respondents annual household income is between 5 to 8lacs.5% respondents annual household income is more than 8lacs.

Q7. Are you a member of a club/gymkhana?

TABLE

Sr. No.12

CategoryYesNoTotal




GRAPH

Interpretation


42% respondents are member of a club/gymkhana.

58% respondents are not member of aclub/gymkhana.

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Q8. What is your perception about different products/services provided by HDFC bank?

TABLE

Sr. No.124

CategoryLucrative

Not lucrativeNo ideaTotal


Percentage25%60%15%

100%


GRAPH

Interpretation

From the table and graph above it can be seen that

25% respondents perception about different products is lucrative.

60% respondents perception about different products is not lucrative.

15% respondents have no idea.

Q9. Do you want to open an account with HDFC bank?

TABLE

Sr. No.

123

Category

YesNoWill tell later

Total

No. of Respondents

1016030

200

Percentage

5%80%15%100%


GRAPH

Interpretation


80% respondents are not interested to open an account with thebank.5% respondents are interested to open an account with thebank.15% of the respondents say that they will tell later.

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Q10. Do you have all the documents which are required to open an account?

TABLE

Sr. No.

12

Category

YesNoTotal

No. of Respondents

12080200

Percentage

60%40%100%


GRAPH

Interpretation

From the table and graph above it can be seen

that

60% respondents have all the documents which are required to open an account withthebank.

25% respondents do not have all the documents which are required to open anaccountwith the bank

Q11. Are you aware that the bank provides you a free Dmat account if you open a new

savings account with HDFC bank?

TABLE

Sr. No.12

CategoryYesNo

Total


16070



GRAPH

Interpretation

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20% respondents are aware that the bank provides a free Dmat account with new

savings account.

40% respondents are not aware of it.

Q12.Are you aware of different terms and conditions which are very much essential to

maintain an account at HDFC Bank?

TABLE

Sr. No.12

CategoryYesNo

Total


175

200

Percentage12%88%

100%


GRAPH

Interpretation


12% respondents are familiar with different terms and conditions which are very

muchessential to maintain account with the bank.

88% respondents have no idea about it.

Q13. Do you know about HDFC Banks recruitment policies related to sales executives?

TABLE

Sr. No.12

CategoryYesNo

Total


118200

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GRAPH

Interpretation


41% respondents are known about HDFC Banks recruitment policies related to sales

executives.

59% respondents are not known about HDFC Banks recruitment policies related to

sales executives.

CHAPTER6- CONCLUSIONS AND SUGGESTIONS

6.1 CONCLUSIONS:

HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank

already has good number of employees on board and is recruiting Sales Executives heavilytotake the headcount to many more. It is on the brim of increasing its customers through its

attractive schemes and offer.

The project opportunities provided was market segmentation and identifyingprospective

customers in potential geographical location and convincing them to open an account sothat newBusiness Opportunities of the bank can be explored. Through this project, it could beconcludedthat people are not much aware about the various products of the bank and many of themnotinterested to open an account at all.

services was considered as unsought good which require hard core selling, but in

changing trend in income and people becoming financially literate, the demand for banking

sector is increasing day by day.

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According to my findings Companys promotional activities for recruiting sales

executives are also very less.

So, at last the conclusion is that there is tough competition ahead for the companyfrom

its major competitors in the banking sector.

Last but not the least I would like to thank HDFC Bank for giving me an opportunity to

work in the field of Marketing. I hope the company finds my analysisrelevant.

6.2 SUGGESTIONS:

Finally some recommendations for the company are asfallows:- To make people aware about the benefit of becoming HDFC Banks Sales

Executive, following activities of advertisement should be donethrough

1. Print Media.

2. Hoarding & Banners.

3. Stalls in Trade Fares

4. Distribution of leaflets containing details information.

.

The bank should provide life time valid ATM card to all itscustomers.

Minimum balance for savings account should be reduced from Rs 5000 to Rs1000, so that people who are not financially strong enough can maintain their

account properly

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The company should provide a pass book to all itscustomers

Make people understand about the various benefits of itsproducts.

Company should organize the program in the society, so that people will beawareabout the company and different products of thebank

Company should open more branches in different cities.

CHAPTER7- LIMITATIONS

LIMITATIONS

Every work has its own limitation. Limitations are extent to which the process should not

exceed. Limitations of this project are:-

The project was constrained by time limit of two months.

Mindset of people may very depending upon their age, gender, incomeetc.Getting appointment from the concern person was verydifficult.People mind set about the survey was an obstacle in acquiring complete

Respondents were very busy in their schedule. So it was very time consuming

for

information & positive interaction.

them to answer all the questions properly.

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ANNEXURES

1. QUESTIONNAIRE

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QUESTIONNAIRE

Dear Sir/Madam,

Name: ..

Address: ..

Contact No :( O) (M)

City: ...............Pin: .State: .

I am a student of Suryadatta Institute of Management and Mass Communication,Pune

and presently doing a project on OPENING SAVINGS ACCOUNT BY MEETING

CUSTOMERS. I request you to kindly fill the questionnaire below and I assure you that thedata generated shall be kept confidential.

.

1. Your Age: ____________________

2. Education Qualification.

Undergraduate

Graduate

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Post graduate

3. Marital Status.

Married

Single

No. of Children: __________

4. Number Of years Are You in Pune.

Less than five years

More than five years

Business

Profession

Service

5. Occupation.

(Please mention below the type of business/profession you are in incase of servicepleasemention your organization name and designation)

6.Your annual household income.

than 8 lack

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7. Are you a member of a club/gymkhana?

Yes

No

If yes, Name of the club /gymkhana_______________________________________

8. What is your perception about different products and services offered by HDFC Bank?

Lucrative

Not lucrative

No idea

9. Do you want to open an savings account with HDFC Bank?

Yes

No

Will tell later

10. Do you have all the documents which are required to open an account?

Yes

No

11. Are you aware of that HDFC Bank provide you a free Dmat account if you open a new

savings account with the bank?

Yes

No

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12. Are you aware of different terms and conditions which are very much essential to

maintain an account at HDFC Bank?

Yes

No

13. Do you know about HDFC Banks recruitment policies related to sales executives?

Yes

No

Date:

Place: Signature

Thank You

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BIBLIOGRAPHY

1.BOOKSMarketing Management (10 Edition)Marketing Management (3rd Edition)Research Methodology (2nd Edition)

Research Methodology

th

AUTHORSPhilip KotlerV.S. RamaswamyC.R.Kothary

S.P. Kasande

2. NEWS PAPERS

Times of India Financial Express

3. WEBSITES

www.hdfcbank.comwww.google.com

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