A

PROJECT REPORT
ON

Sales & Service Management

Volkswagen Kolhapur
SUBMITTED TO
SANKALP BUSINESS SCHOOL PUNE
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD OF THE DEGREE
MASTER OF BUSINESS ADMINISTRATION
BY
Mr. AMIT KUKDE

UNDER THE GUIDANCE OF

Mr. AMBAR BEHARAY
THROUGH

THE DIRECTOR,
SANKALP BUSINESS SCHOOL WADGAON,
PUNE
2010 2011.

 Acknowledgement
A successful project is the result of teamwork and co-ordination that
includes not only the group of developers who put forth the ideas, logic and
efforts but also those who guide them. So, at the completion of the project, I
feel obliged to extend our gratitude towards all those who made valuable
contributions throughout project development.
I wish to convey deep sense of gratitude towards Mr. Rahul Chordia
(Owner) who gave us a golden opportunity to do the project in Unique
Automobile Pvt. Ltd, Kolhapur.
We would like to thank Mr. Amber Beharay (Project Guide) for their
excellent guidance to decide the scope and to direct our project in expected
way.
I would like to thank Mr. B.R.Patil(Service Manager) and Mr. Milind
Shinde (Sales Manager) for their guidance and providing all information of
the organizations different department. I am thankful for all the knowledge,
guidance and support imparted by them to us at any time we needed.

Mr.Amit kukde
M.B.A.-II
Exam Seat No.:
Place : Kolhapur
Date:

Declaration
To,
The Director,
Sankalp business school
pune
I the undersigned hereby declare that the Project entitled Sales &
Service Management, under the precious guidance and supervision of
Mr.Ambar beharay is my original work.
The empirical findings in this Project are based on the search
conducted by me personally and are not a reproduction of any source.
I undersigned declare that such copying is liable to be punished in the way
the University authorities deem fit.

Place : Kolhapur

Mr. Amit kukde

Date :

M.B.A.II
Exam No. :

INDEX
Sr.
No.

Content

1.

Page
No.
1

EECUTIVE SUMMERY
2.
Introduction
3.
Organisation profile
4.
Research design & methodology
5.
Data presentation analysis &
interpretation
6.
Findings & suggestion
7.
Bibliography
8.
Annexure

EXECUTIVE SUMMERY

Sales & Service Management System is an important showroom requirement to be provided

to store & collect information of Enquiry Details, Customer Details, Employee register,
Quotation, Sales related information, Spares & Service life cycle.
Sales & Service Management System mainly consist of to overcome the difficulties faced in
daily transactions like sales, purchase, quotation Maintenance, as well as generation of daily,
monthly reports
a showroom. This project is developed by considering all the needs of

transactions taking

place in a authorized automobile showroom. It is useful to give details at any given time to
the showroom management.
In Kolhapur sector Volkswagen provide lots of facilities to the customer to purchase the car.
there are various models are available in the showroom. according to customer requriment &
there economic condition the car are segmented into the various class. there are various
models are available in the Kolhapur showroom such as polo ,jetta, Passat, beetle, vento etc.
The models are available according to customer economic condition, also brand name. the car
are available in diesel & petrol models. in Kolhapur there is also service center attach to the
showroom to reduce the effort and provide a good service to the customer so that customer
relation also maintain good.
They provide proper service to the customer before & after purchase the car. also they give
insurance facility & extended warranty to the customer .Here for taking a car loan facility
also available so that to purchase a car there is no need to go here & there for loan .there are
various safety facilities are available to provide better service than any other cars. the car of
Volkswagen provide lots of facilities and features with proper range .so that the customer get
attracted to purchase the car. also company organize various promotional activities for
advertise the new model & aware the customer through such type of activities .also company
organize the demo to attract the customer and give full information to the customer. in
Kolhapur showroom of Volkswagen there are various division of department to work
properly & efficiently so that provide maximum facilities to the customer with minimum
complaint. There is a proper chain of department which are work according to there

objectives and goals to satisfy the customer need which they want before and after purchase
the car.

INTRODUCTION
Sales & Service Management System is an important showroom requirement to
be provided to store & collect information of Enquiry Details, Customer Details, Employee
register, Quotation, Sales related information, Spares & Service life cycle.

Sales & Service Management System mainly consist of to Algorithm For Service
Department:
overcome the difficulties faced in daily transactions like sales, purchase, quotation
Maintenance, as well as generation of daily, monthly reports a showroom. This project is
developed by considering all the needs of transactions taking place in a authorized
automobile showroom. It is useful to give details at any given time to the showroom
management.

The scope of the system includes enquiry by applicant, customer, supplier, model
details along with paid and due information. This system is designated to include all
information of system as well as reports & proper validations are kept to avoid mistakes
during data entry process.

Meaning of sales :A contract involving transfer of possession and ownership of goods

or property, or the entitlement to a service, in exchange for money or value is termed as sales.
A sale is the pinnacle activity involved in selling products or services in return for money or
other compensation. It is an act of completion of a commercial activity A sale is completed
by the seller or the owner of the goods. It starts with consent (or agreement) to an acquisition
or appropriation or request followed by the passing of title (property or ownership) in the
item and the application and due settlement of a price, the douche of or any claim upon the
item. The purchaser, though a party to the sale does not execute the sale, only the seller does
that. To be precise the sale completes prior to the payment and gives rise to the obligation of
payment. If the seller completes the first two above stages (consent and passing ownership)

of the sale prior to settlement of the price, the sale is still valid and gives rise to an obligation
to pay.
Academically, selling is thought of as a part of marketing, however, the two
disciplines are completely different. A sale often forms a separate grouping n a corporate
structure, employing separate specialist operatives known as salespeople. Selling is
considered by many to be a sort of persuading "art". Contrary to popular belief, the
methodological approach of selling refers to asystematic process of repetitive and measurable
milestones, by which a salesperson relates his or her offering of a product

a purchasing activity.Selling also involves salespeople who are the primary agents of
facilitating sales. Selling is the profession-wide term, much like marketing defines a
profession. Recently, attempts have been made to clearly understand who is in the sales
profession, and who is not. There are many articles looking at marketing, advertising,
promotions, and even public relations as ways to create a unique transaction. Many believe
that the focus of selling is on the human agents involved in the exchange between buyer and
seller. Effective selling also requires a systems approach, at minimum involving roles that
sell, enable selling, and develop sales capabilities. Selling also involves salespeople who
possess specific set of sales skills and knowledge are required to facilitate the exchange of
value between buyers and sellers that is unique from marketing, advertising ,etc. From the
company point of view, there are three main objectives of sales management: sales volume,
contribution to profit, and continuing growth. Top management has the final responsibility,
because it is accountable for success or failure of the entire enterprise. In the process,
objectives are translated into more specific goals they are broken down and restarted as
definite goals that a company has a reasonable chance of reaching. Once these goals are
finalized, it is up to sales force that play critical role in implementing the selling plans.
Selling involves sales which are the pinnacle act of completed of a purchasing activity.
Selling also involves salespeople who are the primary agents of facilitating sales. Selling is
the profession-wide term, much like marketing defines a profession. Recently, attempts have
been made to clearly understand who is in the sales profession, and who is not. There are
many articles looking at marketing, advertising, promotions, and even public relations as
ways to create a unique transaction.

Man or service in return enabling the buyer to achieve their goal in an economic way. While
the sales process refers to a systematic process of repetitive and measurable milestones, the
definition of the selling is somewhat ambiguous due to the close nature of advertising,
promotion, public relations, and direct marketing.

Selling involves sales which are the pinnacle act of completed of relations as ways to create a
unique transaction. Many believe that the focus of selling is on the human agents involved in
the exchange between buyer and seller. Effective selling also requires a systems approach, at
minimum involving roles that sell, enable selling, and develop sales capabilities. Selling also
involves salespeople who possess specific set of sales skills and knowledge are required to
facilitate the exchange of value between buyers and sellers that is unique from marketing,
advertising ,etc. From the company point of view, there are three main objectives of sales
management: sales volume, contribution to profit, and continuing growth. Top management
has the final responsibility, because it is accountable for success or failure of the entire
enterprise. In the process, objectives are translated into more specific goals they are broken
down and restarted as definite goals that a company has a reasonable chance of reaching.
Once these goals are finalized, it is up to sales force that play critical role in implementing the
selling plans. Essential elements in a valid sale:

(1) Competence of both the buyer and seller to enter into a contract
(2) Mutual agreement on the terms of exchange
(3) A thing capable of being transferred
(4) A consideration in money (or its equivalent) paid or promised.

When both the seller and the buyer perform their respective duties by abiding the above 4
elements of a valid sale, one can say that sale is executed Who is a seller? One who sells or
initiates contracts to sell goods; the one who transfers property as a result of a sales contract.
Who is a buyer? One who buys or agrees to make a purchase or one who has the capacity to
finance his demand and receives property in exchange for money or valuable consideration.
Meaning of service: Customer service also known as Client Service, it is a provision of
service to customers before, during and after a purchase. Customer service is an
organization's ability to supply their customers' wants and needs. Excellent customer service

is the ability of an organization to constantly and consistently exceed the customer's

expectations.
Improving customer service involves making a commitment to learning what our customers
needs and wants are and developing action plans that implement customer friendly processes
during and after a purchase. The service provided should be upto the customers satisfaction
as this would lead to a better image of the company in the market, thus enhancing the sales.
There are five characteristics to a service which are discussed below:

Lack of ownership: one cannot own and store a service like you can a product.
Services are used or hired for a specific period of time.

Intangibility: one cannot hold or touch a service unlike a product. In saying that
although services are intangible, the satisfaction consumers obtain have a direct
impact on the sales of the company.

Inseparability: Services cannot be separated from the person who is rendering a

service.

.Perishabilit y: Services lasts for a specific period of time and cannot be stored like a
product for later use.

Heterogeneity: It is very difficult to make each service experience identical. Service

Marketing Mix Marketing is an organizational function and a set of process for
creating, communicating and delivering value to customers and for managing
customer relationship in a way that benefits the organization and its stakeholders. It is
a social process wherein individuals and groups obtain what they need and want
through creating, offering and exchanging goods and values with others. But
customers do not consume whatever the industry produce hence the producer must
find the needs and preferences of the customer and then satisfy their needs. A
producer can deliver better service to its customers by striking a proper balance by
using the concept of service marketing mix.

Product
Price
Place
Promotion
People
Process

 Physical evidence
Product
A tangible object or an intangible service that is mass produced or manufactured on a large
scale for the purpose of sale. A producer should provide better product quality, design,
features, packing and service to its customers in order to have a niche in the market.
Price
The price is the amount a customer pays for the product. It is determined by a number of
factors including market share, competition, material costs, product identity and the
customer's perceived value of the product.The business may increase or decrease the price of
product if other stores have the same product. Place Place represents the location where a
product can be purchased. It is often referred to as the distribution channel. It can include any
physical store as well as virtual stores on the Internet.
Promotion
Promotion represents all the communications that a marketer may use in order to promote a
product. Promotion has four distinct elements viz. advertising, public relations, word of
mouthand point of sale. Advertising covers any communication that is paid for, from
television commercials, radio, Internet adverts, through print media and billboards. One of
the most notable means of promotion today is the Public relations where the communication
is not directly paid for and includes press releases, sponsorship deals, exhibitions,
conferences, seminars or trade fairs and events. Word of mouth is an apparently informal
communication about the product by ordinary individuals, satisfied customers or people
specifically engaged to create word of mouth momentum. Sales staff often plays an important
role in word of mouth and point of sale.
People Recruiting the right staff and training them appropriately in the delivery of their
service is essential if the organization wants to obtain a form of competitive advantage.
Consumers make judgments and deliver perceptions of the service based on the employees
they interact with. Staff should have the appropriate interpersonal skills, aptititude, and
service knowledge to provide the service that consumers are paying for. Process Refers to
the systems used to assist the customers in delivering the service and the time spent for the
delivery of the product and it is a procedure, mechanism and flow of activities which lead to
an exchange of value.

Physical Evidence
1)Physical Evidence is the element of the service marketing mix

ORGANISATION PROFILE

What does Volkswagen, Kolhapur do?

The Volkswagen, kolhapur is a main dealership of Volkswagen, India in kolhapur.

Volkswagen, Kolhapur is a leading Sales & service provider of Volkswagen cars in
Kolhapur. The company Sales Volkswagen cars from the range start 4,50,000 to 75,00,000 &
purchase Cars as per customer needs. The company provides spares for different models of
Volkswagen, also the company has a very trustworthy service & workshop to the customer.
In a showroom the customer can see 9 cars at a time the showroom has a facility of state of
art. Its expertise extends across a wide range of services and technologies encompassing
development and management. The staff of Volkswagen has a diligent & adroit trained. The
service department has a capacity to service more than 10 cars at a one day. The Volkswagen,
Kolhapur combines the customer require facility in one place the company has a sales
department, spares department & service, workshop department independently to provide
better service to its customer.

When was Volkswagen, Kolhapur founded?

The Volkswagen, Kolhapur Founded in 2 Oct 2009.

Where is Volkswagen, Kolhapur located?

The Volkswagen, Kolhapur is located at
122/1, Pune-Bangalore Road, Shiroli, Kolhapur-416122
Tel:0231-605026

Volkswagen, Kolhapur Sales following Cars:

Volkswagen:

The New Polo

 Vento

New beetle

 passat

Jetta

 Touareg

Phaeton

What services Volkswagen, Kolhapur provide?

Sales of Volkswagen Different Models
Purchase of Cars as per Customer Needs
Provide Spares of different Models
Provide Services & Workshop to Customers
How many people work at Volkswagen, Kolhapur?

Volkswagen, Kolhapur employs more than 55+ (as of April 2014) professionals at its Sales,
Spares & Workshop Departments

RESEARCH DESIGN & METHODOLOGY

Conceptualization

Method of data collection

CONCEPTUALIZATION
MEANING OF RESEARCH
Research in common parlance refers to a search for knowledge. Once can also define
research as
A scientific and systematic search for pertinent information on a specific topic. In fact,
research is an
Art of scientific investigation.
The meaning of research as a careful investigation or inquiry especially through search for
new facts in any branch of knowledge.

Research is an academic activity and as such the term should be used in a technical sense.
Research comprises defining and redefining problems, formulating hypothesis or suggested
solutions; collecting, organizing and evaluating data; making deductions and reaching
conclusions; and at last carefully testing the conclusions to determine whether they fit the
formulating hypothesis.

D. Slazenger and M. Stephenson in the Encyclopedia of Social Sciences define research as

the manipulation of things, concepts or symbols for the purpose of generalizing to extend,
correct or verify knowledge, whether that knowledge aids in construction of theory or in the
practice of an art.3 Research is, thus, an original contribution to the existing stock of
knowledge making for its advancement. It is the pursuit of truth with the help of study,
observation, comparison and experiment. In short, the search for knowledge through
objective and systematic method of finding solution to a problem is research.

The systematic approach concerning generalization and the formulation of a theory is also
research. As such the term research refers to the systematic method consisting of
enunciating the problem, formulating a hypothesis, collecting the facts or data, analyzing the
facts and reaching certain conclusions either in the form of solutions(s) towards the
concerned problem or in certain generalizations for some theoretical formulation.

METHOD OF DATA COLLECTION

Data collection can be grouped into the two types:
1. Primary Data
2. Secondary Data.

1. Primary Data:
Data, which is collected for this specific purpose at hand, is called Primary Data. It is
customize according to the need of the researcher and focuses exclusively on the current
research problem. The collection of Primary Data is costly and time consuming.
In situations where it is impossible to use the secondary data keeping in the view
the requirements of the study or in case where there is no secondary data available,
the only way is to collect Primary Data.

This study is based on the primary data that was collected from 30 existing
customers by the researcher through:

Drafting Questionnaire
2.Secondary Data:

Secondary Data may be defined as data that has been collected earlier for some
purpose of the present study. Any data that is available prior to the commencement of
the research project is Secondary Data and therefore Secondary Data is called

Historical Data. Source of Secondary data is classified into two categories that are
published statistics and unpublished statistics.

The secondary data was gathered from company manuals and brochures,
company files and records, websites and reference books mentioned in the
Bibliography. Group of elements is referred as sample and the process is of selection
is called Sampling.

DATA PRESENTATION,ANALYSIS & INTERPRETATION

Table no.1 customer satisfaction survey

Response

Respondent

percentage

approx

Yes

115

76.66

77

No

35

23.33

23

Total

150

100

100

Customer satisfaction

80
70
60
50

Series 1

77

40
30
20

23

10
0
YES

NO

Interpretation: Above graph shows 77% customer satified by the service of unique autobile
facility and 23% does not satisfied by using this facility.

Inference: 77% customer use the volkswagen car service and 23% customer does not use the
volkswagen car service.

Table no.2 which type of company they use to give better

service.
Response

Respondent

percentage

approx

maruti suzuki

49

32.666

33

Honda

21

14

14

TATA

41

27.333

27

volkswagen

39

26

26

Total

150

100

100

26%

33%
maruti suzuki
Honda
TATA

27%

14%

Volkswagen

Interpretation: above graph shows 33% customer prefer to use Maruti Suzuki cars,14%
customer prefer to use Honda cars,27% customer prefer to use TATA cars & 26%
customers prefer to use Volkswagen cars.
Inference: most of the customer use prefer to use Maruti Suzuki , TATA & volkswagen
company cars as compare to other cars companies.

Table No 3: Awareness

about Volkswagen cars.

Response

Respondent

percentage

approx

Yes

102

68

68

No

48

32

32

Total

150

100

100

70
60
50
40

68

30
32

20
10
0
YES

NO

Interpretation: Above graph shows that 68% people aware about the volkswagen car and 32%
people are not aware about Volkswagen cars.

Inference: There is awereness about the volswagen car company in India is growing better in
early days as compare to before a decade.

Table No 4: Use

of volkswagen cars.

Response

Respondent

percentage

Approx

Yes

69

46

46

No

81

54

54

Total

150

100

100

Sales

46
54

YES
NO

Interpretation: Above graph shows 46% customer use Volkswagen cars and 54% people are
not use Volkswagen cars.
Interpretation: from the above graph we can conclude that 46% customer prefer to use
Volkswagen cars and other customers prefer to use other companies cars such as maruti
,TATA ,Honda ,Hyundai etc.

Table No5: cars

use in India

Response

Respondent

Percent

Approx

HYUNDAI

21

14

14

TATA

24

16

16

MARUTI SUZUKI 45

30

30

HONDA

19

12.6666

13

FIAT

16

10.33333

10

VOLKSWAGEN

25

16.66667

17

Total

150

100

100

Use of cars in india

35
30
30
25
20

17

16
15

Series 1

14

13
10

10
5
0
Hyundai

TATA

Maruti suzuki

Honda

Fiat

volkswagen

Hyundai
TATA
Maruti suzuki
Honda
Fiat
volkswagen

14
16
30
13
10
17

Interpretation: above graph shows 14% customers use Hyundai cars,16% customers use
TATA companies car,30% customers use Maruti Suzuki cars,13% customers use Honda
cars,10% customers use Fiat cars and 17% customers use Volkswagen cars.

Inference : Maruti Suzuki, TATA & Volkswagen companies cars are now a days more use
by the customers.

Table No6:

sources for awareness about cars

Response

Respondent

percentage

approx

20

13.3333333

13

45

30

30

Newspapers

22

14.6666667

15

Broucher,internet.

28

18.6666667

19

Any other

35

23.3333333

23

Total

150

100

100

TV Advertisement
promotional
Exhibitions

activities

and

awareness about cars

TV advertisement

13

23

promotional activities&
exibition
30
19
15

newspaper
Internet
Any other

TV advertisement
promotional activities& exibition
newspaper
Internet
Any other

13
30
15
19
23

Interpretation: above graph shows that 13% people aware about car by TV
advertisement,30% people aware about car by promotional activities & exhibition,15%
people aware about car by newspaper,19% people aware about car by using internet & 23%
people aware by other media and by other ways.

Inference: promotional activities, newspaper ,internet etc play important role to aware the
people about the car & new brands of car launch by the car companies.

Table No7: For which type of car customer prefer to use

Response

Respondent

percentage

approx

Less cost
milage
sefty
Comfort

65
25
20
15

43.3333333
16.6666667

43
17

13.3333333

13

10

10

brand
Look
Total

18
7
150

12
4.66666667

12
5

100

100

Customer use car by objective

12

5
43

10

less price
milage
safety
comfort

13

brand
looks

17

less price
Milage
Safety
Comfort
Brand
Looks

43
17
13
10
12
5

Interpretation: from the above it shows that when customer decide to buy a car before buy
they require that 43% for the price of the car,17% on milage of the car,13% on safety of
car,10% comfort of car,12% brand of car & 5% on lloks of car.
Inference: customer mostly prefer car on the basis of less price,milage & sefty

Table No 8: Satisfaction Level of customer

Response
Extremely dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied
Satisfied
Extremely satisfied
Total

Respondent
33
18
31
55
13
150

percentage

approx

22

22

12

12

20.66667

21

36.66667

37

8.666667

100

100

Satisfaction Level Of customer

Extremely dissatisfied
9%

22%

Dissatisfied

27%
15%

27%

Neither satisfied nor

dissatisfied
Satisfied

Extremely satisfied

Interpretation: Above graph shows 9% customer are extremely satisfied, 27% customer are
satisfied, 27% customer are neither satisfied nor dissatisfied and 15% customer are
dissatisfied and 22% customer are extremely dissatisfied.
Inference: 70% customer are Dissatisfied it shows that use of cars gives less results.

Table No 9: Availability of Volkswagen cars for Dealers become easy and

quick.

Response

Respondent

percentage

Approx

Yes

85

56.66667

57

No

65

43.33333

43

Total

150

100

100

Availability of volkswagen cars for

dealer Easy and Quick

43%

Yes
No
57%

Interpretation: Above graph shows 57% Dealers response is availability of Volkswagen cars
become easy and quick and 43% Dealers response is No.
Inference: There is need to improve the distribution network of volkswagen.

Table No 10: Different car companies offer & advertise for

sale.
Response

Respondent

Percent

Approx

TATA

21

14

14

Hyundai

24

16

16

Honda

45

30

30

Maruti Suzuki

19

12.6666

13

Fiat

16

10.33333

10

Volkswagen

25

16.66667

17

Total

150

100

100

companies advertise for sale

35
30
30
25
20

17

16
15

14

13
10

10
5
0
TATA

TATA
Hyundai
Volkswagen
Maruti Suzuki
Fiat
Honda
Total

Hyundai

Volkswagen

Maruti Suzuki

Fiat

Honda

14
16
30
13
10
17
100

Interpretation: above graph shows dealer offers & advertise for sale 14% by TATA,16% for
Hyundai,30%for Volkswagen,13% for Maruti Suzuki,10% for Fiat & 17% for Honda
respectively.
Inference:Volkswagen & Hyundai give more offer for sale.

Table No 11: customer

response for volkswagen

Response

Respondent

percentage

Approx

Good

117

78

78

Bad

33

22

22

Total

150

100

100

customer responce
22

Good
Bad
78

Interpretation: Above graph indicates that 62% Volkswagen car users gives a good response
to retailers and 38% gives bad response to retailers.
Inference: Customers getting the good results from the use of Volkswagen car.

Table no. 12 How many dealer supply Volkswagen car.

Response

Respondent

percentage

Approx

Yes

35

70

70

No

15

30

30

Total

50

100

100

Dealer Supply of volkswagen

80
70
70
60
50

Series1

40
30
30
20
10
0
Yes

No

Interpretation: Above graph indicates that 70% of Dealers supply the Volkswagen cars and
30% are not supplying volkswagen.
Inference: Graph shows that 70% Dealers supply volkswgen cars and other remaining supply
other.

Table No13: Dealers response for Volkswagen cars.

Response

Respondent

percentage

Approx

Good

65

65

65

Bad

35

35

35

Total

100

100

100

dealers response for volkswagen

35%

Good
65%

Bad

Interpretation: Above graph indicates 65% dealers give the good response and 35% dealers
give bad response.
Inference: Reason for bad response is dealers have large demand & for offers about
Volkswagen cars etc.

Findings
The collected data is categorized in a systematic way according to need of objectives
and then simple statistical techniques like percentage, pie chart, graphs are made in use to
analyze the data.

Findings
Kolhapur is situated at west maharashtra region near goa where lots of whole seller
lives and most of the businessman are lives such as sanjay ghodavat & others which
are generally use to prefer a foreign branded cars.
In kolhapur region the sourses of money for purchasing a branded cars are available
due to the existence of wholesale market area by using that area people earn sufficient
amout to purchase cars.

There are various dealers available in kolhapur region which supply the various
brands of cars such as Chevrolet,Honda, Maruti Suzuki, TATA, Volkswagen etc.
People in kolhapur area are aware about various brands of cars which is affect on the
sale of car of different brands.
Service centre of Volkswagen are situated near national highway no.4 which give
better customer facilty .
Maximum people lives in kolhapur are educated & highly qualified hence the
awareness about new brands of cars & feature are good.
Customer in kolhapur are intrested in service facility & safety of the volkswgen car.

Dealers in kolhapur area are well aware about Volkswagen company & the sale is
satisfactory.
Customer of volkswgen cars in kolhapur area are satifed by using Volkswagen car.

suggestion
Kolhapur region are good for increasing the sales of Volkswagen cars because the
people slowly aware about the Volkswagen car company.so for increase the
awareness advertising & other promotional activity must be improve.
Promotional activity should be organised in the peak locality area to make aware
about the new models of car & awareness about company.
Company should give major emphasis on marketing of the product through extension
programmes like auto expo, and release of magazine for people etc.
It should also make efforts to produce other forms of new models especially which
has good demand in the market.
Company may announce attractive cash discounts and allowances to the dealers
which will help in the promotion of the product.
Company should target big customers by sending mails or message or giving some
offer or gift to the customer and follow - up which may influence small customers
also.
Company should focus more on area where dealers network is strong and wide.
Maintain good relationship with customers.

Encourage distributor to maintain good customer relation with retailers and dealers.
More focus on adequate supply of the material and timely availability of material for
provide a better service to the customer.
Company should fulfil the demands of the dealers and retailers for the supply of
material.

Limitations
1.

The survey and research was carried out on the basis of data collected and information

given by the surveyed customers. This source may have some limitations

2.

Sometimes data was taken from the family members of the farmer which differ in the
information.

3.

It was tried to meet maximum possible customers to increase the accuracy. However,
due to time and economical constraints, large number of customers could not be
surveyed.

4.

Sometimes respondents were reluctant to answer questions, which consequently

increase the possibility of error.

5. Some customers were not interested to answer few questions because their experience
with field assistants of different fertilizer company was not satisfactory

Conclusion
This project was to study the sales and service management in Kolhapur for
volkswagen.
Through this project, it was tried to study the sales & service system of volkswagen
for Unique Automobiles and also helped to study the Market share and position of different
car dealers etc.
At end of the study concluded that

Annual requirement of Volkswagen car in Kolhapur area is experiencing steep

increse.

There is need to aware the customers about the feature of Volkswagen cars as
compare to other cars company.

The source of awareness is from the Retailers suggestions and customers

feedback forms, promotional activities and exhibitions.

More of customers are satisfied with the use of Volkswagen car from Unique
Automobile in Kolhapur region.

Dealers receive good response from the customers for giving good service to
them.

If the quality and good dealers network is coupled with the promotional activities,
Volkswagen cars can snatch more market share. For improving sales & service facility,
Unique automobile will have to revise its role.
KOLHAPUR District is one of the potential areas of Maharashtra, where most of the
customers are engaged in business, dealership and government job. Therefore there is large
market potential for Volkswagen car.
This project has given a great opportunity to work in organization and company. It
has given a lot of support and encouragement in learning, improving knowledge about market
share ,sales & service. It has also helped to study the role of Volkswagen in Indian economy.

BIBLIOGRAPHY
Company website. ( www.volkswagen.com)
www.autoexpo.com
www.zigwheels.com.

Questionnaire
Q1.

Personal detail:
Name:

---------------------------------------------

Age :
Address :

Q.2 Customer Satisfaction Survey

YES

NO

Q.3 Which type of company they use to give better service.

Maruti Suzuki

Honda

Tata

Volkswagen

Q.4 Awareness about Volkswagen car.

YES

NO

Q.5 Use of Volkswagen cars.

YES

NO

Q.6 Cars use in India

HYUNDIA

TATA

MARUTI SUZUKI

HONDA

FIAT

VOLKSWAGEN

Q.7 Source for awareness about car

TV Advertisement
Newspapers

Promotional activities and Exhibitions

Broucher,internet.

Any other

Q.8 For which type of car customer prefer to use

Less pricse

Milage

Brand

safety

Comfort

Looks

Q.9 Satisfaction Level of Customer

Extremely dissatisfied
Satisfied

Dissatisfied

Neither satisfied nor dissatisfied

Extremely satisfied

Q. 10 Availability of Volkswagen cars for Dealers become easy and quick

YES

NO

Q.11 Different car companies offer & advertise for sale.

Tata

Hyundai

Fiat

Honda

Maruti Suzuki

Volkswagen

Q.12 Customer response for Volkswagen

GOOD

BAD

Q.13. How many dealer supply Volkswagen car

YES

NO

Q.14 Dealers response for Volkswagen cars.

GOOD

BAD