Manickbag Automobiles Pvt LTD

Manickbag Automobiles, Pvt, Ltd, Hubli

Executive summary

Manickbag Group was founded in 1920 by 2 families, Dharmappa Mirji and Manickchand

Shah. The name Manickbag was adopted because it was started on a land, which was donated

by one Mr. .Manickchand P. Zaveri of Bombay to Jain boarding and it, was full of bamboo

jungle and hence the area was known as Manickbag. The automobile industry today is the

most productive industry. Due to the increase in income in both rural and urban sector and

easy finance being provided by all the financial institutes, the passenger car sales

have increasing day by day and other cars like Porsche, Bentley, Audi and BMW all are in

Indian markets to achieve market share. One factor that could help the companies in their

marketing of their product is by knowing and creating a personality for their brands. The

reports shall attempt to answer some of the questions regarding cars in India the market in

India is growing very fast with many luxurious cars coming from national and international

manufacturers.. Hence, it has become very essential for all players to come up with

innovative and attractive cars to capture the attention and attract the customers. The survey is

on customer satisfaction about sales activities at Manickbag automobiles, Hubli .The

Company will also come to know how customer is satisfied with the information/services

given by the salespeople at Manickbag automobiles, Hubli through structured i felt this

during my interaction with respondents.

Title of the study:

“A study on customer satisfaction after sales activities at Manickbag automobiles, Pvt, Ltd, Hubli ’’.

Objectives of the study: 1. To know customer satisfaction level about various sales activities at Manickbag

automobiles, Pvt, Ltd , Hubli.

2. To ascertain the customers opinion about the qualities of salespeople at Manickbag

automobiles.

3. To indentify the areas for improvement in sales activities at Manickbag automobiles.

4. To suggest actions to be taken by Manickbag automobiles ,to improve customer

satisfaction

KLE ‘S, IMSR, HUBLI Pg 1


Research Methodology:

1. Type of research: Descriptive research.

2. Sample population: customers of Manickbag automobiles, Pvt, Ltd, from Hubli &

Dharwad.

3. Sampling method: Non probability convenience sampling (provided by company).

4. Sample size: 100 nos.customer.

5. Research Instrument: Questionnaire.

6. Data collection: Primary data from customers & secondary data from company

records.

7. Data analysis: By using Ms Excel.

Findings:1. Out of 100 respondents contacted 86% are satisfied with the salespeople on response to

their enquiry of car at Manickbag Automobiles in Hubli and Dharwad.

2. 80% of the respondents are satisfied with the salespeople about providing of the product

information to them.

3. 88% of the respondents said the response of Manickbag salespeople to queries/doubts

about product and services is good.

4. 80% of the customers find the convincing ability of Manickbag salespeople to be good,

14% of the customers said neither good or bad and 6% of the customers said bad.

5. 32% of the customers are highly satisfied with the speed of completing sales process,

47% of the customers are satisfied, 9%of the customers are neutral, 10% of the customers

are dissatisfied and 2% of the customers are highly dissatisfied.

6. 93% of the customers were offered test drive of the vehicles before purchase and 7 % of

the customers said they did not get offer of test drive.



7. 46% of the respondents are highly satisfied with communication skills of salespeople,

38% are satisfied, and 16% of the respondents are neutral with the communication skills

of the sales person.

8. 70% of the correspondents are highly satisfied and 30% of the correspondents are

satisfied with the sales person regarding knowledge of the product.

9. Regarding salespeople’s concern for the customer, 46% of the respondents are highly

satisfied, 33% are satisfied, 16% are neutral and 5% are dissatisfied.

10. 64% of the respondents are highly satisfied, 32% satisfied and 4% are neutral about

salespeople’s eagerness to help them.

11. Regarding prompt attention 45% of the respondents are highly satisfied, 34% of the

respondents are satisfied, 17% of the respondents are neutral and 4% of the respondents

are dissatisfied with the salespeople.

12. 54% of the respondents are highly satisfied, 32% are satisfied and 14% of the respondents

are neutral with the pleasant manners of the salespeople at Manickbag automobiles.

13. 45% the respondents are highly satisfied and 55% of the respondents are satisfied with the

salespeople with respect to their patience to handle quires from customers.

14. 37% the respondents are highly satisfied and 63% of the respondents are satisfied with the

salespeople’s nature of being friendly with them.

15. 96% of respondents said ‘Yes’ for the sales person explained the maintenance precautions

and 4% of the respondents said No indicating they did not explain the maintenance

precautions.

16. Regarding satisfaction about maintenance information sharing by salespeople, 34% of the

respondents are highly satisfied, 47% are satisfied, 12% are neutral, 2% highly

dissatisfied and 5% of the respondents are dissatisfied with the salespeople.

17. Regarding response of salespeople to customers when they approached them after sales,

33% of the customers said very good, 46% said good, 13% of the customers are neutral

and 8 % of the customers said bad.

18. Regarding overall rating of customers for the services provided by Manickbag

Automobiles salespeople, 37% respondents feel very good, 48% feel good , 12% feel

neutral and 3% feel bad.



Suggestions:

1. 19% of the customers are satisfied about time taken to complete the sales process by

the company respondents mentioned 2-3 hours time I taken in accounts department.

To complelete the billing process o be informed to expedite the billing process so that

the sales process can complete within an hour.

2. The company should inform salespeople to provide proper maintaince information

since 19% are dissatisfied salespeople should be provided with regular training about

the car maintaince so that they can give correct information to the customers.

3. The company should inform salespeople to attend customers for their queries even

after sales this will build good customer relationship and customer loyalty.

Limitations:

1. The survey is limited to only Hubli & Dharwad city.

2. The study will be reflecting the response given by samples to questions in the

questionnaire and it is assumed they are truthful.

Conclusion:

I conclude that the Manickbag automobiles, Pvt, Ltd, Hubli should give more importance to

all the customers. At present, the demand for Tata Motors car is good compared to

competitors’ products & their distribution network is good & they are providing good

services to customers, I felt this during my interaction with respondents



The Indian Automobile Industry is manufacturing over 11 million vehicles and exporting

about 1.5 million every year the dominant products of the industry are two wheelers with a

market share of over 75% and passenger cars with a market share of about 16%. Commercial

vehicles and three wheelers share about 9% of the market between them. About 91% of the

vehicles sold are used by households and only about 9% for commercial purposes. The

industry has attained a turnover of more than USD 35 billion and provides direct and indirect

employment to over 13 million people the supply chain of this industry in India is very

similar to the supply chain of the automotive industry in Europe and America. This may

present its own set of opportunities and threats. The order of the industry arises from the

bottom of the supply chain i. e., from the consumers and goes through the automakers and

climbs up until the third tier suppliers. However the products, as channeled in every

traditional automotive industry, flow from the top of the supply chain to reach the consumers.

Interestingly, the level of trade exports in this sector in India has been medium and imports

have been low. However, this is rapidly changing and both exports and imports are

increasing. The demand determinants of the industry are factors like affordability, product

innovation, infrastructure and price of fuel. Also, the basis of competition in the sector is high

and increasing, and its life cycle stage is growth. With a rapidly growing middle class, all the

advantages of this sector in India are yet to be leveraged. Note that, with a high cost of

developing production facilities, limited accessibility to new technology and soaring

competition, the barriers to enter the Indian Automotive sector are high. On the other hand,

India has a well-developed tax structure. The power to levy taxes and duties is distributed

among the three tiers of Government. The cost structure of the industry is fairly traditional,

but the profitability of motor vehicle manufacturers has been rising over the past five years.

Major players, like Tata Motors and Maruti Suzuki have material cost of about 80% but are

recording profits after tax of about 6% to 11%.The level of technology change in the Motor

vehicle Industry has been high but, the rate of change in technology has been medium.

Investment in the technology by the producers has been high. System-suppliers of integrated

components and sub-systems have become the order of the day. However, further investment

in new technologies will help the industry be more competitive. Over the past few years, the

industry has been volatile. Currently, India’s increasing per capita disposable income which

is expected to rise by 106% by 2015 and growth in exports is playing a major role in the rise

and competitiveness of the industry. Tata Motors is leading the commercial vehicle segment


Indian Automobile Industry


with a market share of about 64%.Maruti Suzuki is leading the passenger vehicle segment

with a market share of 46% Hyundai Motor India and Mahindra and Mahindra are focusing

expanding their footprint in the overseas market. Hero Honda Motors is occupying over 41%

and sharing 26% of the two wheeler market in India with Bajaj Auto. Bajaj Auto in itself is

occupying about 58% of the three wheeler market. Consumers are very important of the

survival of the Motor Vehicle manufacturing industry. In 2008-09, customer sentiment

dropped, which burned on the augmentation in demand of cars. Steel is the major input used

by manufacturers and the rise in price of steel is putting a cost pressure on manufacturers and

cost is getting transferred to the end consumer. The price of oil and petrol affect the driving

habits of consumers and the type of car they buy. The key to success in the industry is to

improve labor productivity, labor flexibility, and capital efficiency. Having quality

manpower, infrastructure improvements, and raw material availability also play a major role.

Access to latest and most efficient technology and techniques will bring competitive

advantage to the major players. Utilizing manufacturing plants to optimum level and

understanding implications from the government policies are the essentials in the Automotive

Industry of India. Both, Industry and Indian Government are obligated to intervene the Indian

Automotive industry. The Indian government should facilitate infrastructure creation, create

favorable and predictable business environment, attract investment and promote research and

development. The role of Industry will primarily be in designing and manufacturing products

of world-class quality establishing cost competitiveness and improving productivity in labor

and in capital. With a combined effort, the Indian Automotive industry will emerge as the

destination of choice in the world for design and manufacturing of automobiles.

Products and Services

The primary activities of this industry are: Motor cars manufacturing Motor vehicle engine

manufacturing. The major products and services in this industry are: Passenger motor vehicle

manufacturing segment (Passenger Cars, Utility Vehicles & Multi Purpose Vehicles)

Commercial Vehicles (Medium & Heavy and Light Commercial Vehicles) Two Wheelers

Three Wheelers.



Supply Chain of Automobile Industry

The supply chain of automotive industry in India is very similar to the supply chain of the

automotive industry in Europe and America. The orders of the industry arise from the bottom

of the supply chain i. e., from the consumers and go through the automakers and climbs up

until the third tier suppliers. However the products, as channeled in every traditional

automotive industry, flow from the top of the supply chain to reach the consumers.

Automakers in India are the key to the supply chain and are responsible for the products and

Automakers/Vehicle Manufacturers/Original Equipment Manufacturers (OEMs): After

researching consumers’ wants and needs, automakers begin designing models which are

tailored to consumers’ demands. The design process normally takes five years. These

companies have manufacturing units where engines are manufactured and parts supplied by

first tier suppliers and second tier suppliers are assembled. Automakers are the key to the

supply chain of the automotive industry. Examples of these companies are Motors, Maruti,

Toyota, and Honda. Innovation, design capability and branding are the main focus of these

companies.

Dealers: Once the vehicles are ready they are shipped to the regional branch and from there,

to the authorized dealers of the companies. The dealers then sell the vehicles to the end

customers.

Parts and Accessory: These companies provide products like tires, windshields, and air bags

etc. to automakers and dealers or directly to customers.

Service Providers: Some of the services to the customers include servicing of vehicles,

repairing parts, or financing of vehicles. Many dealers provide these services but, customers

can also choose to go to independent service providers



COMPANY PROFILE



Tata Company Profile:

Tata Motors Limited is India’s largest automobile company, with consolidated revenues of

Rs.1, 23,133 crores (USD 27 billion) in 2010-11. It is the leader in commercial vehicles in

each segment, and among the top three in passenger vehicles with winning products in the

compact, midsize car and utility vehicle segments. The Company is the world's fourth largest

truck manufacturer, and the world's third largest bus manufacturer. The Company's over

25,000 employees are guided by the vision to be "best in the manner in which we operate,

best in the products we deliver, and best in our value system and ethics."Established in 1945,

Tata Motors' presence indeed cuts across the length and breadth of India. Over 5.9 million

Tata vehicles ply on Indian roads, since the first rolled out in 1954. The Company's

manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra),

Lucknow (Uttar Pradesh), Pantnagar Uttarakhand), Sanand (Gujarat) and Dharwad

(Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint

venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and

Tata cars and Fiat powertrains. The Company's dealership, sales, services and spare parts

network comprises over 3500 touch points; Tata Motors also distributes and markets Fiat

branded cars in India.Tata Motors, the first Company from India's engineering sector to be

listed in the New York Stock Exchange (September 2004), has also emerged as an

international automobile company. Through subsidiaries and associate companies, Tata

Motors has operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar

Land Rover, a business comprising the two iconic British brands that was acquired in 2008.

In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second

largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has

launched several new products in the Korean market, while also exporting these products to

several international markets. Today two-thirds of heavy commercial vehicle exports out of

South Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano

Carrocera, a reputed Spanish bus and coach manufacturer, and subsequently the remaining

stake in 2009. Hispano's presence is being expanded in other markets. In 2006, Tata Motors

formed a joint venture with the Brazil-based Marcopolo, a global leader in body-building for

buses and coaches to manufacture fully-built buses and coaches for India and select

international markets. In 2006, Tata Motors entered into joint venture with Thonburi

Automotive Assembly Plant Company of Thailand to manufacture and market the Company's



pickup vehicles in Thailand. The new plant of Tata Motors (Thailand) has begun production

of the Xenon pickup truck, with the Xenon having been launched in Thailand in 2008. Tata

Motors is also expanding its international footprint, established through exports since 1961.

The Company's commercial and passenger vehicles are already being marketed in several

countries in Europe, Africa, the Middle East, South East Asia, South Asia and South

America. It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine,

Russia, Senegal and South Africa. The foundation of the Company's growth over the last 50

years is a deep understanding of economic stimuli and customer needs, and the ability to

translate them into customer-desired offerings through leading edge R&D. With over 4,500

engineers and scientists, the Company's Engineering Research Centre, established in 1966,

has enabled pioneering technologies and products. The Company today has R&D centre’s in

Pune, Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK. It

was Tata Motors, which developed the first indigenously developed Light Commercial

Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully

indigenous passenger car. Within two years of launch, Tata Indica became India's largest

selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata

Ace, India's first indigenously developed mini-truck.

In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and the

world have been looking forward to. The Tata Nano has been subsequently launched, as

planned, in India in March 2009. A development, which signifies a first for the global

automobile industry, the Nano brings the comfort and safety of a car within the reach of

thousands of families. The standard version has been priced at Rs.100,000 (excluding VAT

and transportation cost).Designed with a family in mind, it has a roomy passenger

compartment with generous leg space and head room. It can comfortably seat four persons.

Its mono-volume design will set a new benchmark among small cars. Its safety performance

exceeds regulatory requirements in India. Its tailpipe emission performance too exceeds

regulatory requirements. In terms of overall pollutants, it has a lower pollution level than

two-wheelers being manufactured in India today. The lean design strategy has helped

minimize weight, which helps maximize performance per unit of energy consumed and

delivers high fuel efficiency. The high fuel efficiency also ensures that the car has low carbon

dioxide emissions, thereby providing the twin benefits of an affordable transportation

solution with a low carbon footprint. In May 2009, Tata Motors introduced ushered in a new

era in the Indian automobile industry, in keeping with its pioneering tradition, by unveiling its



new range of world standard trucks called Prima. In their power, speed, carrying capacity,

operating economy and trims, they will introduce new benchmarks in India and match the

best in the world in performance at a lower life-cycle cost. Tata Motors is equally focused on

environment-friendly technologies in emissions and alternative fuels. It has developed

electric and hybrid vehicles both for personal and public transportation. It has also been

implementing several environment-friendly technologies in manufacturing processes,

significantly enhancing resource conservation. Through its subsidiaries, the Company is

engaged in engineering and automotive solutions, construction equipment manufacturing,

automotive vehicle components manufacturing and supply chain activities, machine tools and

factory automation solutions, high-precision tooling and plastic and electronic components

for automotive and computer applications, and automotive retailing and service operations.

Tata Motors is committed to improving the quality of life of communities by working on four

thrust areas – employability, education, health and environment. The activities touch the lives

of more than a million citizens. The Company's support on education and employability is

focused on youth and women. They range from schools to technical education institutes to

actual facilitation of income generation. In health, our intervention is in both preventive and

curative healthcare. The goal of environment protection is achieved through tree plantation,

conserving water and creating new water bodies and, last but not the least, by introducing

appropriate technologies in our vehicles and operations for constantly enhancing environment

care. With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.

Values and purpose

Purpose:

At the Tata group we are committed to improving the quality of life of the communities we

serve. We do this by striving for leadership and global competitiveness in the business sectors

in which we operate.

Our practice of returning to society what we earn evokes trust among consumers, employees,

shareholders and the community. We are committed to protecting this heritage of leadership

with trust through the manner in which we conduct our business.



CoreValues:

Tata has always been values-driven. These values continue to direct the growth and business

of Tata companies. The five core Tata values underpinning the way we do business are:

Integrity: We must conduct our business fairly, with honesty and transparency.

Everything we do must stand the test of public scrutiny.

Understanding: We must be caring, show respect, compassion and humanity for our

colleagues and customers around the world, and always work for the benefit of the

communities we serve.

Excellence: We must constantly strive to achieve the highest possible standards in our

day-to-day work and in the quality of the goods and services we provide.

Unity: We must work cohesively with our colleagues across the group and with our

customers and partners around the world, building strong relationships based on

tolerance, understanding and mutual cooperation.

Responsibility: We must continue to be responsible, sensitive to the countries,

communities and environments in which we work, always ensuring that what comes from

the people goes back to the people many times over.



Manufacturing Units:

Tata Motors owes its leading position in the Indian automobile industry to its strong focus on

indigenization. This focus has driven the Company to set up world-class manufacturing units

with state-of-the-art technology. Every stage of product evolution-design, development,

manufacturing, assembly and quality control, is carried out meticulously. Our manufacturing

plants are situated at Jamshedpur in the East, Pune and Sanand in the West and Lucknow

Pantnagar in the North and Dharwad in the South.

Jamshedpur (Jharkhand ) :

Established in 1945, the Jamshedpur unit was the Company's first unit and is spread over an

area of 822 acres. It consists of four major divisions - Truck Factory, Engine Factory, Cab&

Cowl Factories. The divestments in March 2000 hived off the Axle and Engine plants into

independent subsidiaries viz. HVAL & HVTL, respectively.

The Truck Division boasts of two assembly lines. The main assembly line, measuring 180 m

in length has 20 work stations with a vehicle rolling out every 8 minutes. The other line is

dedicated to special purpose vehicles and for meeting the requirements of the Indian Army.

The uniqueness of the Factory lies in its possession of

Advanced facilities for manufacturing long members comprising of a set-up of 5000 Tones

Hydraulic press line, cut-to-length line for strip preparation purchased from M/s Kohler of

Germany and a Camber Correction line.

Facility for hot forming of axle halves with a 3000 tone press and heating furnace.

Flexibility in manufacturing frames with an off line Proto-typing facility.

The Cab & Cowl Factory is equipped with state-of-art facilities like Centralized Paint Shop



and Automated painting set up, Robot painting, BIW Fabrication of day & sleeper cabs for

trucks, Articulates (Tractor/ Trailer), BIW Fabrication of Cowls for buses, and other

miscellaneous applications.

The fully equipped Foundry, that the unit is supported by, supplies high-grade SG Iron

castings for automobile components and excavators, and is rated as one of the cleaner, better

and highly automated foundries in the world. It has an annual capacity of 42,000 MT of Good

castings and makes, both, Gey and SG cast Iron casting. It manufactures all critical automobile

castings e.g. Cylinder Block, Cylinder Head etc. It has a sophisticated Kunkel Wagner High

Pressure Moulding line of a rated production capacity of 90 moulds/ hour. This is supported

by a sand cooler and sand mixer from Kunkel Wagner. Its melting shop has Medium

Frequency Induction Furnaces for melting and Channel Furnaces for holding. The pouring is

done by a Channel Press Pour coupled with a Steam Inoculation Dispenser. The core shop has

a state-of-the-art Cold Box Machine, making four cores per minute. It has elaborated sand and

metallurgical laboratories. In 1993 the foundry was ISO 9002 certified by the Bureau Veritas

Quality International, which was later followed by the more stringent QS 9000 certification

from the BVQI in the year 2000. Currently it is certified as TS: 16949 by BVC.

Pune (Maharashtra ) :

The Pune unit is spread over two geographical regions- Pimpri (800 acres) and Chinchwad

(130 acres). It was established in 1966 and has a Production Engineering Division, which has

one of the most versatile tool making facilities in the Indian sub-continent. It houses a Vehicle

manufacturing complex which is one of the most integrated automotive manufacturing centers

in the Country producing a large variety of individual items and aggregates. It is engaged in

the design and manufacture of sophisticated press tools, jigs, fixtures, gauges, metal pattern

and special tools, as well as models for the development of new ranges of automobile

products. Its capabilities have enabled Tata Motors to introduce new products and improve

existing ones without resorting to imports of dies or fixtures.Over the years, this division has

developed expertise in design and manufacture of automated dies, fixtures and welding

equipment. Its large design group is fully conversant with state-of-the-art CAD facilities and

manufacturing facilities comprising of light and heavy CNC machine shops, jigs boring room,

plastic template shop, wood pattern and model pattern shop, five axis precision machine tools

and laser control machines. To cope with such a diverse range, four assembly lines have been



established, one each for MCVs and HCVs, LCVs, Utility vehicles and one for Passenger Cars

(Indica and Indigo).The Passenger Car Division in 'K' block executes the entire process of car

manufacture over five shops - the engine shop, the transmission shop, press and body shops,

paint shop and the trim and final assembly shop. The shops are fully automated ensuring that

there is minimal chance for error in the manufacturing processes.After the car is completely

assembled, it goes through several checks like wheel alignment, sideslip test, brake test,

shower test, and a short test run before it is ready for dispatch. All systems such as materials

management, maintenance and other activities are computerized, enabling smooth operations

and minimum inventory needs.The Electronics Division is engaged in the production of a wide

variety of Machine Tool Controllers, PLCs, Test rig instrumentation, Servomotors, Proximity

Switches. In addition, it has developed a number of components such as flashers, horns, timers

that are used in Tata Motors' vehicles.Industry experts rate the fully automated Foundries at

Chinchwad and Maval among the best, worldwide. The Iron Foundry at Chinchwad produced

37,000 Tons of high precision castings in 2006-07 while the Iron Foundry at Maval produced

14000 Tons of spheroidal Iron castings in 2006-07. These include Cylinder Blocks, Cylinder

Heads, Gear Box Housing, etc. To dispense with the need for outsourcing, an Aluminum

Foundry with an annual capacity of 3,300 tones has been established.

Lucknow (U.P ) :

Tata Motors Lucknow is one of the youngest production facilities among all the Tata Motors

locations and was established in 1992 to meet the demand for Commercial Vehicles in the

Indian market. The state-of-the-art plant is strongly backed by an Engineering Research

Centre and Service set-up to support with latest technology and cater to the complexities of

automobile manufacturing. Fully Built Vehicle business, which is one of the fast growing

areas of our business, is also established in Lucknow.Our plant, rolls out commercial vehicles

and is specialized in the designing and manufacturing of a range of modern buses which

includes Low-floor, Ultra Low-floor, CNG & RE Buses. The Lucknow facility also

specializes in manufacturing HCBS (High capacity Bus System) buses.In light of Company’s

aggressive growth plans, we are currently in expansion phase and production at Lucknow

would grow many-fold in near future. The expansion shall be in the areas of painting, welding,

vehicle assembly & testing and utility services, driven by latest technology. To achieve these

plans we invite people who have good Technical Knowledge, seek Challenging Opportunities



and have a Drive for Engineering Excellence to come and partner us in our journey.

Pantnagar (Uttarakhand ) :

The Company has set up a plant for its mini-truck Ace and the passenger carrier Magic (based

on the Ace platform) at Pantnagar in Uttarakhand. The plant began commercial production in

August 2007. This is the company's fourth plant, after Jamshedpur (commercial vehicles),

Pune (commercial vehicles and passenger vehicles) and Lucknow (commercial vehicles). The

plant is spread over 953 acres, of which 337 acres is occupied by the vendor park.State-of-the-

art facilities include weld shops, paint shops, engine and gear box shops and assembly lines.

The Company has invested over Rs.1000 crores in the plant. Vendors for the vehicle have

made additional investments to set up their plants in the vendor park adjoining the plant. The

operation has generated about 7500 direct and indirect jobs in the plant, among vendors and

service providers in the area.

Sanand ( Ahmadabad ) :

Tata Motors’ plant for the Tata Nano at Sanand, in Ahmadabad district of Gujarat, marks the

culmination of the Company’s goal of making the Tata Nano available to hundreds of

thousands of families, desirous of the car a safe, affordable and environmental friendly mode

of transport. The capacity of the plant, to begin with, will be 250,000 cars per year to be

achieved in phases, and with some balancing is expandable up to 350,000 cars per year.

Provision for further capacity expansion has also been incorporated in this location.Built in a

record time of 14 months starting November 2008, the integrated facility comprises Tata

Motors’ own plant, spread over 725 acres, and an adjacent vendor park, spread over 375 acres,

to house key component manufacturers for the Tata Nano.In line with latest world-class

manufacturing practices, the Tata Nano plant has been equipped with state-of-the-art

equipment.

Dharwad (Karnataka ) :

Tata motors Dharwad plant located on the Pune and Bangalore national highway around 425



km from northwest from Bangalore became operational on “Founder’s day” 3 rd march 2012.

This is the latest green field project by Tata motors being commissioned for production of

TataAce zip. Dharwad plant in a record time rolled out 15,000 Ace Zip’s in first year of

operation. in line with world class manufacturing practices Dharwad plant has installed most

advanced technology which includes robotics , automated line with automated guided vehicles

and ultramodern manufacturing system and practices. The plant has a high capacity paint shop

which brings perfect harmony between plant and conveyor equipment with

RoDiptechnology .the Dharwad plant is spread across 400 Acres it has installed capacity of

90,000 capacity vehicles. Dharwad plant is one of the first plant in automobile industry to

obtain to have platinum rating by Indian Green Building Council and it also holds the ISO

14001 and ISO 50001 certification for environment management system and energy

management system respectively . the Dharwad plat has been awarded with “ State level

Safety Award “ for development , implementation and practicing sustainable culture in its

location . the plant within short period of time has indulged itself in number of initiates like

green drives like Sampling/ plantation , rain water harvesting , Eco friendly process , use of

wind energy , Health and Education campaigns in surrounding communities ,innovative

employee engagement and communication activities.



History of Manickbag Automobiles, Pvt, Ltd :

MANICKBAG AUTOMOBILES PVT. LTD is the authorized dealer for the Tata

Motors. Dharmappa Mirji and Manickchand Shah founded Manickbag in the year 1920.

The name Manickbag was because, when it was started on a land which was donated by

Mr. Manickchand P. Zaveri of Mumbai to Jain Boarding and it was full of bamboo

jungle, so it was called as Manickbag. At the earlier stage, Manickbag Rice Mill was

started and then it was diversified to Manickbag Soap Factory. Due to some policy

matters it was closed and diversified to Groundnut Oil Mill. This group believed in

honesty and quality, so they were successful in producing the product. Simpson’s was

leading manufacturer of diesel engines. Manickbag Engineers took the dealership of

Simpson engines in 1951 and in 1956 Mico’s dealership was taken. At the same time

Ashok Leyland’ sub dealership under Sundram Motors was taken in 1956 in the name of

Manickbag Automobiles. In the year 1965 separate firm as Manickbag Diesels was

started exclusively for Mico products and Manickbag garage and industries for machine

shop and Leyland service for repairs of Leyland Vehicles. In the 1980 a branch for Mico

of Manickbag Diesels was opened in Bijapur. In the year 1984 its first branch was

opened in Hubli. Further they opened branches In 1993 Manickbag Automobiles

branches were opened at Bijapur and Ankola in 1993. In 1999 Tata Motors passenger car

dealership was taken up & was awarded all India best SSI & CSI by our honorable

chairman Shri Ratan Tata in the very first year of operation In 2003 Manickbag

Automobiles was transformed into Manickbag Automobiles Pvt Ltd



DEALERS PROFILE:

Name of the company:Manickbag Automobiles Pvt.Ltd

Nature of the company: Private Limited Company

Managing Director:Sarang Shah

Board of Directors:ShashikantMirji

Ashok Mirji

BushanMirji

Shin Mirji

SanjotMirji

Ramesh Shah

Vijay Shah

Address: Manickbag Automobiles Pvt. Ltd

Vidyanagar, Hubli-580031

Number of Employees: More than 500 Employees

Competitors: RNS Motors, Bellad Motors, Shodha Toyota, Volkswagen, Mahindra &

Mahindra, Hyundai, Chevrolet.

BRANCHES

Hubli, Belgaum, Bijapur, Ankola, Gadag, Haveri.



ORGANIZATION STRUCTURE OF

MANICKBAG AUTOMOBILES


DIRECTORS

Sales

Manager

Service Manager

Human Resource

Asst Sales Manager

Showroom In charge

Sales

Executives

Back

Office

Works & Spares Manager

P D I In charge

Customer

Care

Denting & Painting In

charge

AccountManager

SPARES

Service Manager

ASM

Store Keeper


Tata Motors Product Profile:

Tata Nano Indigo e-cs

Indica Vista Tata Venture



Tata Sumo Tata safari



Indigo Manza

Tata Winger

Tata Safari Dicor

Departmentation:

There are two main divisions in the firm these are:

1. Commercial Vehicle Division (CVD):

More than half a century of impressive presence and Tata Motors continues to provide India

with top of the line commercial vehicles. Tata Motors is India’s largest and among the



world’s top five medium and heavy commercial manufactures. We have over 130 models

providing a wide variety of commercial transport solutions.

Examples for Commercial Vehicles: Tata Ace, Tata TL (Pickup Truck), Tata 407 Ex and

Ex2, Tata 1512 (Medium Bus chasis), Tata 1612/1616(Heavy Bus chasis), Tata 1613/1615

(Medium Truck), Tata Star bus (Branded Buses for city, school bus and standard passenger

transportation), Tata City Ride (12-20 seater buses for intra-city use), Tata Prima ( The World

Truck designed by Tata Motors and Tata Daewoo).

2. Passenger Vehicle Divisions (PVD):

Those entire cars used travelling purpose by the people. Main purpose is for the personal uses

which are not heavy vehicles.

Example for Passenger Vehicles : Tata Indigo, Tata Indica, Tata Sumo, Tata Aria, Tata

Safari, Tata Winger, Tata Indigo Marina, Tata Indigo Manza, Tata Sumo Victa, Tata Nano,

Departments: There are 4 departments in Manickbag Automobiles Pvt. Ltd they are

1. Sales Department

2. Service Department

3. Accounts Department

4. HR Department

SALES DEPARTMENT:

Objectives:

First objective is to increase the sales turnover by every year.

To increase the market share.

To improve the response to the customers.



Functions:

Searching customer.

Targeting the customer.

Meet the customer demand with appropriate supply.

Giving quotations to customers.

Solving the customer problems.

SERVICE DEPARTMENT

Objectives:

To provide high class service to the customers.

Solve the customer problem with the product.

Maintain good relationship with existing customer and new customer.

Functions:

To provide better quality service to the customers.

ACCOUNTS DEPARTMENT

Objectives:

Providing finance information to the various department.

Controlling the costs of department.

Functions:

Auditing the records of the department.

Maintaining books of account.

Raising funds from bank.



Preparing Income Tax and cost sheet.

HR DEPARTMENT

Objective: To help the organization to reach its goals and to ensure effective utilization and

maximum development of human resources.

Functions:

Man Power planning.

Recruitment, selection and placement of personnel.

Training to employees.

Performance appraisal, Promotion, Bonus and also increment to the employees.

Remuneration of employees.

Developing and maintaining motivation for workers by providing incentives.

Job Rotation.

Aiding in the self development of employees at all the levels.

GENERAL HR POLICIES IN MANICKBAG AUTOMOBILES

Manickbag Automobiles Pvt. Ltd. recognizes its employees as the most important asset for its

continued growth. HRM in Manickbag shall strive to ensure continuous organizational

growth by nurturing the strengths of its employees and providing the environment and

opportunity for every individual to rise to his personal goal within the framework of

organizational, societal and national objectives. It shall endeavor to uphold the dignity of

individuals by recognizing their worthy contributions and making them feel proud partners in

progress through the following measures.

.

1) Awards and Celebrations:

Annual awards shall be given in the following categories:

i) Best performing Sales Executive (MUV)

ii) Best performing Sales Executive (Car)

iii) Most disciplined employee (Sales organization)



iv) Most disciplined employee (Service organization)

v) Employee of the year.

vi) Award for exemplary initiative / innovation at work place.

vii)Best mechanic / Best technician.



ANALYSIS

AND

INTERPRETATIONS

1) How do you rate sales person’s response for your enquiry of vehicle at Manickbag Automobiles?

Frequency cumulative freq percentage cumulative feqHighly satisfied 38 100 38Satisfied 48 100 86



Neither satisfied nor Dis satisfied 8 100 94Dis satisfied 6 100 100Highly Dis satisfied 0 100Total 100

38%

48%

8%6%

Highly satisfied SatisfiedNeither satisfied nor dis satisfied Dis satisfied Highly dis satisied

Interpretation: 38 % of the respondents are highly satisfied , 48% of the respondents

are satisfied with the sales persons response at enquiry , 8% of respondents are neither

satisfied nor dissatisfied and 6% respondents are dissatisfied of the sales persons response of

vehicle . This indicates majority of the customers (86%) are satisfied with response of

salespeople of Manickbag Automobiles for their enquiries.

2) What is your opinion about sales person at Manickbag automobiles to providing

product information?

Frequency cumulative freqpercentage cumulative freq



Very good 38 100 38Good 42 100 80Neither good nor bad 12 100 92Bad 8 100 100Very bad 0 100Total 100

Very goood38%

Good42%

Neither good nor bad12%

Bad8%

Interpretation: The above table and graph indicates 38% of the respondents said

providing of product information is very good by Manickbag Automobiles salespeople, 42%

said good, 12% said neither good nor bad and 8% of the respondents said it is bad. Thus,

most of the customers are satisfied with providing of product information by salespeople.

3) How did you find response from Manickbag automobiles salespeople on your quires/

doubts about the related services & product?

Frequency cumulative freq

percentage cumulative freq

Very good 40 100 40Good 48 100 88



Neither good nor bad 7 100 95Very bad 0 100 0Bad 5 100 100Total 100

40%

48%

7%5%

Very good Good Neither good nor bad Very bad Bad

Interpretation: The above table and graph about response of Manickbag salespeople to

queries/doubts about product and services indicates 40% of the respondents say it is very

good, 48% say it is good,7% say neither good nor bad, and 5% of respondents say it is bad. It

can be interpreted that majority of the customers are happy about response of salespeople to

their queries.

4) How you find the sales people in convincing you to buy your vehicle at Manickbag

automobiles?



32%

48%

14%

6%

Very goood Good Neither good nor badVery bad Bad

Interpretation : From the above table and graph it can be interpreted that 32% of the

customers find the convincing ability of Manickbag salespeople to be very good, 48% say

good,14% of the customers neither good or bad and 6% of the customers say bad. Thus, it can

be interpreted that Manickbag sales people are good at convincing the customers to buy car.

5) How would you rate the efficiency of sales people in completing the sales process on the

following parameters?



Very good 32 100 32Good 48 100 80Neither good nor bad 14 100 94Very bad 0 100 0Bad 6 100 100Total 100


Highly satisfied Satisfied Neutral Dis satisfied Highly dis satisfied

32

47

9 102

Frequency cummualtive freq

Interpretation: The above table and graph shows 32% of the customers are highly

satisfied with the speed of completing sales process, 47% of the customers are satisfied,

9%of the customers are neutral, 10% of the customers are dissatisfied and 2% of the

customers are highly dissatisfied. Thus, it can be interpreted that majority of the

customers (79%) are satisfied with speedy completion of sales process, but 21% are either

unsure or not satisfied. The company may look at attending the concerns of the customers

in delays in completing sales process for improved customer satisfaction.

6) Do you find the offer by Manickbag automobiles for test drive of the vehicle before

purchase?




Yes 93 100 93No 7 100 100Total 100

Yes 93%

No 7%

Interpretation: According to the above table and graph, 93% of the customers were offered

test drive of the vehicles before purchase and 7 % of the customers said they did not get offer

of test drive. The company may look at providing test drive facilities to all customers.

7) How would you rate the efficiency of salespeople at Manickbag automobiles on the following factors?

1. Communication skills



2. Knowledge of the product

3. Concern for the customer

4. Eagerness to help

5. Prompt attention

6. Pleasant manners

7. Patience to handle quires

8. Friendliness

Highly satisfied Satisfied Neutral

Dis satisfied

Highly Dis satisfied Total

Communication skill 46 38 16 0 0 100Knowledge of the product 70 30 0 0 0 100Concern for the customer 46 33 16 5 0 100Eagerness to help 64 32 4 0 0 100Prompt attention 45 34 17 4 0 100Pleasant manners 54 32 14 0 0 100Patience to handle quires 45 55 0 0 0 100Friendliness 37 63 0 0 0 100

1) communication skill :

Frequency cummualtive freqPercentage

Cummualtive freq

Highly satisfied 46 100 46Satisfied 38 100 84Neutral 16 100 100Dis satisfied 0 100Highly dissatisfied 0 100Total 100



Highly s

tisfied

Satisfied

Neutar

l

Dis sati

sfied

Highly d

is sati

sfied

4638

16

0 0

Communication skill

Interpretations: From the above table and graph it can be interpreted that 46% of the

respondents are highly satisfied with communication skills of salespeople, 38% are satisfied,

and 16% of the respondents are neutral with the communication skills of the sales person.

2) Knowledge of the product :

Frequency cumulative freqPercentage Cumulative freq

Highly satisfied 70 100 70Satisfied 30 100 100Neutral 0 100Dis satisfied 0 100Highly dissatisfies 0 100Total 100



Highly s

taisfied

Satisfied

Neutra

l

Dis sati

sfied

Highly d

is sati

sfies

70

300 0 0

Knowledge of the porduct

Series1

Interpretations: The above table and graph shows that 70% of the correspondents are

highly satisfied and 30% of the correspondents are satisfied with the sales person regarding

knowledge of the product. This indicates each and every salesperson at Manickbag

Automobiles has complete knowledge on products and they are efficient at providing the

same to customer.

3) Concern for the customer :

Frequency cumulative freq Percentage Cumulative freqHighly satisfied 46 100 46Satisfied 33 100 79Neutral 16 100 95Dis satisfied 5 100 100Highly dissatisfied 0 100Total 100



Highly

satisfi

ed

Satisfied

Neutra

l

Dis sati

sfied

Highly

dis satr

isfied

4633

165 0

cocern for the customer

Interpretations: The above table and graph regarding salespeople’s concern for the

customer indicates 46% of the respondents are highly satisfied, 33% are satisfied,16% are

neutral and 5% are dissatisfied. Thus, 21% of the respondents felt unsure or dissatisfied

about salespeople’s concern for customer.

4) Eagerness to help:

Frequency cummualtive freqpercentage

Cummualtive freq

Highly satisfied 64 100 64satisfied 32 100 96Neutral 4 100 100dissatisfied 0 100Highly dissatisfied 0 100Total 100



Highly s

atisfied

satisfi

ed

Neutra

l

dis sati

sfied

Highly d

is sati

sfied

64

32

4 0 0

Eagerness to help

Interpretations: The above table and graph indicates 64% of the respondents are highly

satisfied, 32% of the respondents are satisfied and 4% of the respondents are neutral with

reference to the sales person’s eagerness to help them. This indicates majority of the

customers find salespeople at Manickbag Automobiles are eager to help them.

5) Prompt attention :


Cummualtive freq

Highly satisfied 45 100 45Satisfied 34 100 79Neutral 17 100 96Dis satisfied 4 100 100Highly dissatisfied 0 100Total 100



Highly s

atisfied

Satisfied

Neutra

l

Dis sati

sfied

Highly d

is sati

sfied

4534

174 0

Prompt attention

Interpretations: The above table and graph regarding prompt attention indicates 45% of

the respondents are highly satisfied, 34% of the respondents are satisfied, 17% of the

respondents are neutral and 4% of the respondents are dissatisfied with the salespeople.

6) Pleasant manners :


Cummualtive freq

Highly satisfied 54 100 54Satisfied 32 100 86Neutral 14 100 100Dissatisfied 0 100Highly dissatisfied 0 100Total 100




54

32

14

0 0

Pleasent manners

Interpretations: The above table and graph indicates 54% of the respondents are highly

satisfied, 32% are satisfied and 14% of the respondents are neutral with the pleasant manners

of the salespeople at Manickbag automobiles.

7) Patience to handle queries :


Highly satisfied 45 100 45Satisfied 55 100 100Neutral 0 100Dissatisfied 0 100Highly dissatisfied 0 100Total 100



Highly satisfied Satisfied Neutral Dis satisfied Highly sdis satisfied

4555

0 0 0

Patience to handle quires

Interpretations: The above table and graph indicates 45% the respondents are

highly satisfied and 55% of the respondents are satisfied with the salespeople with respect to

their patience to handle quires from customers.

8) Friendliness :

Frequency cummualtive freq PercentageCummualtive freq

Highly satisfied 37 100 37Satisfied 63 100 100Neutral 0 100Dissatisfied 0 100Highly dissatisfied 0 100Total 100




37

63

0 0 0

Friendliness

Interpretations: From the above table and graph it can be interpreted that 37% the

respondents are highly satisfied and 63% of the respondents are satisfied with the

salespeople’s’ nature of being friendly with them.

9) After concluding sales seal and getting delivery of vehicle did the sales person explain to you the maintenance precautions?

Frequency cumulative freq Percentage Cumulative freqYes 96 100 96No 4 100 100Total 100



96%

4%

Yes No

Interpretation: According to above chart and table, 96% of respondents said ‘Yes’ for

the sales person explained the maintenance precautions and 4% of the respondents said No

indicating they did not explain the maintenance precautions.

Frequency cumulative freq Percentage Cumulative FreqHighly satisfied 34 100 34Satisfied 47 100 81Neutral 12 100 93Highly Dis satisfied 2 100 95Dissatisfied 5 100 100Total 100



Highle Satisfied Satisfied Neutral Highly dis satisfied Dis satisfied05

101520253035404550

34

47

12

25

Series1

Interpretations: According to above table and chart on satisfaction about maintenance

information sharing by salespeople, 34% of the respondents are highly satisfied, 47% are

satisfied, 12% are neutral, 2% highly dissatisfied and 5% of the respondents are dissatisfied

with the sales persons of maintenance information sharing with them . Though majority of

customers have indicated satisfaction, 19% have expressed neutrality and dissatisfaction,

which the company has to look into.

9) How was the response of sales person to you after the sales, when you approached them

for any matter related to vehicle?

Frequency cumulative freqPercentage

Cumulative freq

Very good 33 100 33Good 46 100 79Neutral 13 100 92Very bad 0 100 0Bad 8 100 100Total 100



Very good Good Neutral Very bad Bad 0

5

10

15

20

25

30

35

40

45

50

33

46

13

0

8

Frequency cummualtive freq

Interpretation: According to above table and chart on response of salespeople to customers

when they approached them after sales, 33% of the customers said very good , 46% said

good , 13% of the customers are neutral and 8 % of the customers said bad.

10) What is your overall rate for the services provided by sales team at Manickbag

automobiles?


Very good 37 100 37Good 48 100 85Neutral 12 100 97Very bad 0 100 0Bad 3 100 100Total 100



37%

48%

12%

3%

Very good Good Neutral Very bad Bad

Interpretation: According to the above table and chart on overall rating of customers for the

services provided by Manickbag Automobiles salespeople, 37% respondents feel very good ,

48% feel good , 12% feel neutral and 3% feel bad.



Findings

Findings



1. Out of 100 respondents contacted 86% are satisfied with the salespeople on response

to their enquiry of car at Manickbag Automobiles in Hubli and Dharwad.

2. 80% of the respondents are satisfied with the salespeople about providing of the

product information to them.

3. 88% of the respondents said the response of Manickbag salespeople to queries/doubts

about product and services is good.

4. 80% of the customers find the convincing ability of Manickbag salespeople to be

good, 14% of the customers said neither good or bad and 6% of the customers said

bad.

5. 32% of the customers are highly satisfied with the speed of completing sales process,

47% of the customers are satisfied, 9%of the customers are neutral, 10% of the

customers are dissatisfied and 2% of the customers are highly dissatisfied.

6. 93% of the customers were offered test drive of the vehicles before purchase and 7 %

of the customers said they did not get offer of test drive.

7. 46% of the respondents are highly satisfied with communication skills of salespeople,

38% are satisfied, and 16% of the respondents are neutral with the communication

skills of the sales person.

8. 70% of the correspondents are highly satisfied and 30% of the correspondents are

satisfied with the sales person regarding knowledge of the product.

9. Regarding salespeople’s concern for the customer, 46% of the respondents are highly

satisfied, 33% are satisfied, 16% are neutral and 5% are dissatisfied.

10. 64% of the respondents are highly satisfied, 32% satisfied and 4% are neutral about

salespeople’s eagerness to help them.

11. Regarding prompt attention 45% of the respondents are highly satisfied, 34% of the

respondents are satisfied, 17% of the respondents are neutral and 4% of the

respondents are dissatisfied with the salespeople.

12. 54% of the respondents are highly satisfied, 32% are satisfied and 14% of the

respondents are neutral with the pleasant manners of the salespeople at Manickbag

automobiles.

13. 45% the respondents are highly satisfied and 55% of the respondents are satisfied

with the salespeople with respect to their patience to handle quires from customers.

14. 37% the respondents are highly satisfied and 63% of the respondents are satisfied

with the salespeople’s nature of being friendly with them.



15. 96% of respondents said ‘Yes’ for the sales person explained the maintenance

precautions and 4% of the respondents said No indicating they did not explain the

maintenance precautions.

16. Regarding satisfaction about maintenance information sharing by salespeople, 34% of

the respondents are highly satisfied, 47% are satisfied, 12% are neutral, 2% highly

dissatisfied and 5% of the respondents are dissatisfied with the salespeople.

17. Regarding response of salespeople to customers when they approached them after

sales, 33% of the customers said very good, 46% said good, 13% of the customers are

neutral and 8 % of the customers said bad.

18. Regarding overall rating of customers for the services provided by Manickbag

Automobiles salespeople, 37% respondents feel very good, 48% feel good, 12% feel

neutral and 3% feel bad.



SUGGESTIONS:

1. 19% of the customers are satisfied about time taken to complete the sales process by

the company respondents mentioned 2-3 hours time I taken in accounts department.

To complelete the billing process o be informed to expedite the billing process so that

the sales process can complete within an hour.

2. The company should inform salespeople to provide proper maintaince information

since 19% are dissatisfied salespeople should be provided with regular training about

the car maintaince so that they can give correct information to the customers.

3. The company should inform salespeople to attend customers for their queries even

after sales this will build good customer relationship and customer loyalty.

CONCLUSIONS & LIMITATION:



CONCLUSION: I conclude that the Manickbag automobiles, Pvt, Ltd, Hubli should give

more importance to all the customers. At present, the demand for Tata Motors car is good

compared to competitors’ products & their distribution network is good & they are providing

good services to customers, I felt this during my interaction with respondents

LIMITATIONS:

I faced difficulty in collecting data because of busy schedule of the respondents.

The study will be reflecting the response given by samples to questions in the

questionnaire and it is assumed they are truthful.

Questionnaire:



I Amrut. S. Madikar (Exam No: MBA12002011) studying in MBA IVth SEM at KLE’S

IMSR, HUBLI. Undertaking a major concurrent project (MCP) on “A study on customer

satisfaction about sales activities at Manickbag Automobiles, Pvt, Ltd, HUBLI. In this

connection I request you to kindly spare your few minutes in filling this questionnaire to

enable me to complete my study. I assure you that the information given by you will be used

for study purpose only and will be treated confidential.

Personal Information :

Name:

Address:

Gender: Male Female

1) How do you rate salespeople’s response for your enquiry of vehicle at Manickbag Automobiles?

a) Highly satisfied b) Satisfiedc) Neither satisfied Nor Dissatisfied d) Dis satisfied e) Highly Dissatisfied

2) What is your opinion about salespeople at Manickbag Automobiles to providing product information?

a) Very goodb) Goodc) Neither good Nor bad



d) Bade) Very bad

3) How did you find response from Manickbag Automobiles salespeople on your quires/ doubts about the product & related services?

a) Very good b) Goodc) Neither good nor bad d) Very bad e) Bad

4) How you find the salespeople in convincing you to buy your vehicle at Manickbag Automobiles?

a) Very good b) Good c) Neither good nor badd) Very bade) Bad

5) How would you rate the efficiency of salespeople in completing the sales process on the following parameters?

a) Highly satisfied b) Satisfiedc) Neither satisfied Nor Dissatisfied



d) Dis satisfied e) Highly Dissatisfied

6) Did you find the offer by Manickbag Automobiles for test drive of the vehicle before purchase?

a) Yes b) No

7) How would you rate the efficiency of salespeople at Manickbag Automobiles on the following factors?

Highly

satisfied

Satis

fied

Neut

ral

Dis

satisfied

Highly Dis

satisfied

1) Communication skill

2) Knowledge of the product

3) Concern for the customer

4) Eagerness to help

5) Prompt attention

6) Pleasant manners

7) Patience to handle quires

8) Friendliness

8) After concluding sales deal and getting delivery of vehicle did the salespeople explain to you the maintenance precautions?

Yes No



If yes how did you find the maintenance information sharing by co salespeople?

a) Highly satisfied b) Satisfiedc) Neutrald) Highly Di satisfiede) Dissatisfied

9) How was the response of salespeople to you after the sales, when you approached them for any matter related to vehicle?

a) Very good b) Good c) Neutral d) Very bad e) Bad

10) What is your overall rate for the services provided by sales team at Manickbag Automobiles?

a) Very good b) Goodc) Neutrald) Very bade) Bad

Thank You

BIBLIOGRAPHY

www.tatamotors.com

www.Indianautomobiles.com


http://www.Indianautomobiles.com/

http://www.tatamotors.com/



Date post:	30-Nov-2023
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