Transcript
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A PROJECT REPORT ON-
OPENING SAVINGS ACCOUNTS BY MEETING
CUSTOMERS IN HDFC BANK
Under the guidance of: Submitted by:
Dr. Gourav Srivastava Roli Mishra
Course - PGDM
(4th
Trimester)
LLOYD BUSINESS SCHOOL,GREAER NOIDA
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IMPORTANCE TO THE COMPANY:
The ultimate purpose of giving me this topic was to know about the
customers percept ions about the dif fe rent produ cts of the
bank , how thes e prod ucts can at t ra ct the m and how the company
can generate maximum profit by convincing them through sales executives.
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 daily basis.
How to communicate with the customers.
Different techniques of dealing with the customers.
How to convince and convert a customer into a real customer.
ORGANIZATION PROFILE:-
FORMATION OF THE COMPANY
The Housing Development Finance Corporation Limited (HDFC) was amongst the
first to receive an 'in principle' approval from the Reserve Bank of India (RBI) toset up a bank in the private sector, as part of the RBI's liberalization of the Indian
Banking Industry in 1994. 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 a Scheduled Commercial Bank in January 1995.
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PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track
record in India as well as in international markets. Since its inception in 1977, the
Corporation has maintained a consistent and healthy growth in its operations to
remain the market leader in mortgages. Its outstanding loan portfolio covers well
over a million dwelling units. HDFC has developed significant expertise in retail
mortgage loans to different market segments and also has a large corporate client
base for its housing related credit facilities. With its experience in the financial
markets, a strong market reputation, large shareholder base and unique
consumer franchise, HDFC was ideally positioned to promote a bank in the Indianenvironment.
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to
build sound customer franchises across distinct businesses so as to be the preferred
provider of banking services for target retail and wholesale customer segments,
and to achieve healthy growth in profitability, consistent with the bank's risk
appetite. The bank is committed to maintain the highest level of ethical standards,professional integrity, corporate governance and regulatory compliance. HDFC
Bank's business philosophy is based on four core valuesOperational Excellence,
Customer Focus, Product Leadership and People
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-
up capital is Rs424.6 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 Institutional Investors (FIIs) and the bank has about
570,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and
the National Stock Exchange. The bank's American Depository Share listed on the
New York Stock Exchange (NYSE) under the symbol 'HDB'.
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TECHNOLOGYHDFC Bank operates in a highly automated environment in terms of information
technology and communication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided 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 available
internationally, to build the infrastructure for a world class bank. The Bank's
business is supported by scalable and robust systems which ensure that our clients
always get the finest services we offer. The Bank has prioritized its engagement in
technology and the internet as one of its key goals and has already made significant
progress in web-enabling its core businesses. In each of its businesses, the Bank
has succeeded in leveraging its market position, expertise and technology to create
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
build sound customer franchises across distinct businesses so as to be the preferred
provider of banking services for target retail and wholesale customer segments,
and to achieve healthy growth in profitability, consistent with the bank's risk
appetite. The bank is committed to maintain the highest level of ethical standards,
professional integrity, corporate governance and regulatory compliance. HDFC
Bank's business philosophy is based on four core valuesOperational Excellence,
Customer Focus, Product Leadership and People
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RATING:
I. C r e d i t R a t i n g The Bank has its deposit programs rated by two rating agencies - Credit Analysis
& Research Limited (CARE) and Fitch Ratings India Private Limited. The Bank's
Fixed Deposit program me has been rated 'CARE AAA (FD)' [Triple A] by CARE,
which represents instruments considered to be "of the best quality, carrying
negligible investment risk". CARE has also rated the bank's Certificate of Deposit
(CD) program me "PR 1+" which represents "superior capacity for repayment of
short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary
of Fitch Inc.) has assigned the "tAAA (ind )" rating to the Bank's deposit program
me, with the outlook on the rating as "stable". This rating indicates "highest credit
quality" where "protection factors are very high". The Bank also has its long term
unsecured, subordinated (Tier II) Bonds rated by CARE and Fitch Ratings India
Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated by
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 the outlook on the rating as "stable". CARE has also
assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper Tier IIbond issues. CRISIL has assigned the rating "AAA /Stable" for the Bank's
Perpetual Debt program me and Upper Tier II Bond issue. In each of the cases
referred to above, the ratings awarded were the highest assigned by the rating
agency for those instruments.
II. Corporate Governance RatingThe bank was one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit
Rating Information Service of India Limited (CRISIL). The rating provides anindependent assessment of an entity's current performance and an expectation on
its "balanced value creation and corporate governance practices" in future. The
bank has been assigned a 'CRISIL GVC Level 1' rating which indicates that the
bank's capability with respect to wealth creation for all its stakeholders while
adopting sound corporate governance practices is the highest
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PRODUCT SCOPE:
HDFC Bank offers a bunch of products and services to meet the every need of the
people. The company cares for both, individuals as well as corporate and small and
medium enterprises. Forindividuals, the company has
a ran ge ac coun ts, inve stmen t , an d pen sion sche me, 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 and needs.
Fororganizationsthe company hasa hos t o f cus tomized so lu t ions tha t r ange f romFunded se rv ices ,
Non-
funded se rv ices , Va lue add i t ion se rv ices , Mutua l fund e tc . These
af fordable p lans apar t f rom providing long term value to the
employees help in enhancing goodwill of the company. The products of the
company are categorized into various sections which are as follows:
Accounts and deposits.Loans.
Investments and Insurance.
Forex and payment services.
Cards.
Customer center
http://www.hdfcinsurance.com/products/individual.asphttp://www.hdfcinsurance.com/products/individual.asphttp://www.hdfcinsurance.com/products/individual.asphttp://www.hdfcinsurance.com/products/group.asphttp://www.hdfcinsurance.com/products/group.asphttp://www.hdfcinsurance.com/products/group.asphttp://www.hdfcinsurance.com/products/group.asphttp://www.hdfcinsurance.com/products/individual.asp7/31/2019 Pepsi Training Project
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PRODUCTS AND SERVICES AT A GLANCE
PERSONAL BANKING
A. Accounts & Deposits
Regular Savings Account
Savings Plus Account
Savings Max Account
Senior Citizens Account
No Frills Account
Institutional Savings Account
Payroll Salary Account
Classic Salary Account
Regular Salary Account
Premium Salary Account
Defense 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
Reimbursement Current Account
RFC - Domestic Account
Regular Fixed Deposit
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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
Commercial Vehicle Finance
Working Capital Finance
Construction Equipment Finance
Offers & Deals
Customer Center
C. Investments & Insurance
Mutual Funds- Insurance
Bonds- Financial Planning
Knowledge Centre
Equities & Derivatives
Mudra Gold Bar
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D. Forex Services Trade Finance
Travelers Cheques
Foreign Currency Cash
Foreign Currency Drafts
Foreign Currency Cheque Deposits
Foreign Currency Remittances
Cash To Master
Forex Plus Card
E. Payment Services
Net Safe
Prepaid Refill
Bill Pay
Direct Pay
Visa Money Transfer
E-Monies Electronic Funds Transfer Excise & Service Tax Payment
F.
Access Your Bank
One View
Insta Alerts
Mobile Banking
ATM- Phone Banking
Branch Network
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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
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 Shop International Debit Card
Easy Shop Gold Debit Card
Easy Shop International Business Debit Card
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Easy Shop Woman's Advantage Debit Card
Prepaid Cards
Forex Plus Card
Kisan Card
I.
Customer Centre
Offers & Deals
Winners of Contests & Promotions
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
Bank
Financial Institutions
Mutual Funds
Stock Brokers
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MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission: to bea "World-class Indian Bank". They realized that only a single-minded focus
on product quality and service excellence would help us get there. Today,
they are proud to say that they are well on our way towards that goal. It is
extremely gratifying that their efforts towards providing customer
convenience have been appreciated both nationally and internationally.
MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29The
Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008and approved, subject to due diligence, the share swap ratio for the proposed
merger of Centurion Bank of Punjab with HDFC Bank. The Scheme of
Amalgamation envisages a share exchange ratio 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 largest amongst private sector Banks)
a strong deposit base of around Rs. 1,200 billion and net advances of around Rs.
850billion. The balance sheet size of the combined entity would be over Rs.
1,500 billion. Commenting on the proposed merger,
Mr. Deepak Parekh, Chairman, HDFC
said, We were amongst the first to get a banking license, the first to do a merger
in the private sector with Times Bank in 1999, and now if this deal happens, it
would be the largest merger in the private sector banking space in India. HDFC
Bank was looking for an appropriate merger opportunity that would add scale,
geography and experienced staff to its franchise. This opportunity arose and we
thought it is an attractive route to supplement HDFC Banks organic growth.
We believe that Centurion Bank of Punjab would be the right fit in terms of
culture, strategic intent and approach to business.
Mr. Aditya Puri, Managing Director, HDFC Bank
Said, These are exciting times for the Indian banking industry. The proposed
merger will position the combined entity to significantly
Exploit opportunities in a market globally recognized as one of the fastest growing.
Im particularly bullish about the potential of business synergies and cultural fit
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Between the two organizations. 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 large nationwide network, an extremely valuable
franchise, 7,500 talented employees, and strong leadership positions in the market
place. I believe that the merger with HDFC Bank will create a world class bank in
quality and scale and will set the stage to compete with banks both locally as well
on a global level.
Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjabsaid, We are extremely pleased to receive the go ahead from our board to pursue
this opportunity. A merger between the banks provides significant synergies to the
combined entity. The proposed merger would further improve the franchise
and customer proposition offered by the individualbanks.
FINANCIAL FIGUREUNAUDITED FINANCIAL RESULTS FOR THE
QUARTER ENDED JUNE 30, 2008
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QUALITY POLICY
SECURITY:
The bank provides long term financial security to their policy. The
bank does this by offering life insurance and pension products.
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TRUST:
The bank apprec ia tes the t rus t p l aced by the i r po l i cy ho lder s
in the bank. Hence, it will aim to manage their investments very carefully and
live up to this trust.
INNOVATION:
Recognizing the different needs of our customers, the bank offers arrange
of innovative products to meet these needs.
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 OFRESEARCHPROJECT
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 not able to sort 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 to the sales executives.
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.
SECONDARY OBJECTIVES:
To determine the need and purpose ofa sales executive.
To understand the deciding criteria for people to become sales executive.
To offer suggestions based upon the findings
GEOGRAPHICAL SCOPE:
The same problem was with the all other branches of HDFC Bank even out of theBasti city(Uttar Pradesh). The management 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 particular
territory but the application of output from the research are going to be wide
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PRODUCT SCOPE:
Studying the increasing business scope of the bank.
Market segmentation to find the potential customers for the bank.
To study how the various products are positioned in the market.
Corporate marketing of products.
Customers perception on the various products of the bank.
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CHAPTER4- RESEARCH METHODOLOGY AND LIMITATIONS
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 during my job training. I have collected data
from people linked with different profession at Basti (Uttar Pradesh).
RESEARCH PLAN: 4.1.1. Preliminary Investigation:
In which data on the situation surrounding the problems shall be gathered to arrive
atThe correct definition of the problem.
An understanding of its environment.
Exploratory Study:
To determine the approximate area where the problem lies.
RESEARCH DESIGN:
Research was initiated by examining the secondary data to gain insight into the
problem. By analyzing the secondary data, the study aim is to explore the
short comings of the present sy st emand p r imary da ta wi l l he lp to va l ida te the ana lys i s o f secondary
data besides on unrevealing the areas which calls for improvement.
DEVELOPING THE RESEARCH PLAN:
The data for this research project has been collected through self Administration.
Due to time limitation and other constraints d irect personal interview
method is used. A structured que st ion nai re was fra med as i t is les s
time consuming, generates specific and to the point information,
easier to tabulate and interpret. Moreover respondents prefer to give direct
answers. In questionnaires open ended and closed ended, both the types of
questions has been used.
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Collection of Data:-
1: Secondary Data:
It was collected from internal sources. The secondary data was collected on the
basis of organizational file, official records, news papers, magazines,
management books,preserved information in the companys database
and website of the company.
2: Primary data:
A l l the peop le f rom d i f f e ren t p ro fess ion were pe r sona l ly v i s i t ed
and interviewed. They were the main source of Primary data. The methodof collection of primary data was direct personal interview through a structured
questionnaire
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.
Sampling Units:
Different professionals Chartered Accountants, Tax Consultants,Lawyers, Business Man, Professionals and House Wives of Basti (Uttar Pradesh).
Sample Technique:
Random Sampling.
Research Instrument:
Structured Questionnaire.
Contact Method:
Personal Interview.
SAMPLE SIZE:
My sample size for this project was 200 respondents. Since it was not
poss ible to cover the whole universe in the available time period, it was
necessary for me to take a sample size of 200 respondents
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DATA COLLECTION INSTRUMENT DEVELOPMENT:
The mode o f 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 data to be
collected.
RESEARCH LIMITATIONS:
It was not possible to understand thoroughly about the different marketing aspects
of the Financial Consultant within 45 days.
As stipend, money was not given it was difficult to continue the project work.
All the work was limited in some limited areas of Basti District(UttarPradesh) so the findings should not be generalized.
The area of research was Basti (Uttar Pradesh) and it was too vast an area to cover
within 45 days
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SUGGESTIONS:
Finally some recommendations for the company are as follows:-
T o m a k e p e o p l e a w a r e a b o u t t h e b e n e f i t o f b e c o m i n g
H D F C . B a n k s S a l e s Executive, following activities of advertisement
should be done through
1 . P r i n t M e d i a .
2 . H o a r d i n g & B a n n e r s
3 . S t a l l s i n T r a d e F a r e s
4. Distribution of leaflets containing details information..
The bank should provide life time valid ATM card to all its customers.
Minimum balance for savings account should be reduced from Rs
15000 to Rs1000, so that people who are not financially strong
enough can maintain their account properly
The company should provide a pass book to all its customers
Make people understand about the various benefits of its products. Company should organize the program in the society, so that people will be
aware about the company and different products of the bank
Company should open more branches in different cities.
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ANNEXURES
1.Questionaire
Name.....
Address...
.
Contact No (R).(O)..(M).
Dear Sir/Madam,
I am a student of LLOYD BUSINESS SCHOOL, Greater Noida
( U P . ) A n d p r e s e n t l y d o i n g a p r o j e c t o n
OPENING SAVINGS ACCOUNT BY MEETING CUSTOMERS.
I request you to kindly fill the questionnaire below and I assure you that
the data generated shall be kept confidential.
1. Your Age: ___________________
2. Education Qualification
Undergraduate
Graduate
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13. Do you know about HDFC banks recruitment policies related to salesexecutives?
Yes
No
Date.
Place. Signature
Thank You
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Bibliography
1. BOOKS Author
Marketing Management Philip Kotler
Marketing Management (3rd
Edition) V.S.Ramaswamy
Research Methodology(2nd
Edition) C.R.Kothari
2. NEWS PAPERS
TIMES OF INDIA
BUSINESS STANDARD
3. WEBSITES.
www.google.co.in
www.hdfcbank.com
www.easylib.com
http://www.google.co.in/http://www.google.co.in/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.easylib.com/http://www.easylib.com/http://www.easylib.com/http://www.hdfcbank.com/http://www.google.co.in/7/31/2019 Pepsi Training Project
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