INDEX

PART:

UNDERSTANDING

THE

CONCEPTS.8
1.

EXECUTIVE
SUMMARY..9

2.

INTERODUCTION......................
....11

3.

COMPANY
PROFILE.14

4.

PRODUCT
PROFILE..........................20

5.

COMPETITORS PROFILE...
..27

6.

WHAT DIFFERENTIATES BAJAJ FINANCE..28

7.

BAJAJ

GROUP

STRUCTURE30
8.

BAJAJ

MANAGEMENT

STRUCTURE.....31
9.

STRONG

DISTRIBUTION

REACH..32
10.

FINANCE
SERVICES...34

11.

GROWTH OF BAJAJ FINANCE.....37

PART: B REVIEW OF
WORKINGS.41
1.

INTRODUCTION TO
TOPIC42

2.

LITERATURE
REVIEW44

3.

RESEARCH
METHODOLOGY45

4.

RESEARCH
OBJECTIVE.46

5.

RESEARCH

DESIGN...

.47
6.

SAMPLING
PLAN.48

7.

DATA
ANALYSIS.49

8.

FINDINGS

&

LIMITATIONS...61
9.

SUGGESTIONS

&

RECOMMENDATIONS...63
10.

LEARNINGS
..64

11.

CONCLUSION
...65

12.

BIBLOGRAPHY
66

13.

QUESTIONARE
.67

PART: A
UNDERSTANDING THE CONCEPTS

EXECUTIVE SUMMARY
The unique attribute about Retailer Finance is the fact that Bajaj
finance is leveraging on its trust relationship with its partners for disbursing
the loans.
Mr. Sanjiv Bajaj
(Managing Director of Bajaj finance)

Bajaj finance, one of the most diversified non-banks in the country, has
introduced exclusive finance option for its retail partners in the consumer durable
industry. A leader in 0% interest consumer finance with 14% share in the market,
the company launched the innovative Retailer Finance, which will help its
partners avail finance for acquiring inventory from the manufacturers.

The unique attribute about Retailer Finance is the fact that Bajaj finance is
leveraging on its trust relationship with its partners for disbursing the loans. The
retailers are assigned a pre-approved credit line which they can use any time they
want. Thus unlike other finance options, they dont have to undergo the
cumbersome due-diligence process and get quick finance without submitting any
collaterals or documentation. This is the first time ever that a non-collateral based
financing option has been introduced for the retailers.

We are uniquely placed in the consumer durable industry where we have

been helping retailers to sell more. Now Retailer Finance will help strengthen our
relationship with manufacturers as this will help them in turn to sell more to the
retailers. With this launch, we complete the entire value chain across the industry
thereby increasing our commitment towards the consumer durable industry, said
Rajeev Jain, CEO Bajaj finance.
The company has already tied up with consumer durable leaders LG and
Sony to extend this facility to their direct dealers and going forward will be
considering more partnerships in the space. Owing to the 0% financing offering,
Bajaj finance already has relationships with more than 3000 partners in the
consumer durable industry across 81 cities in India.

This report, which contains only a part of the actual report is based on the
research work done as a part of the summer internship project at BAJAJ
FINANCE, MUMBAI. The research involved study of the past literatures about
the retail finance sector, related online research papers and journals. The study
also involved survey of all COUNTERS OF BAJAJ FINANCE in the city of
MUMBAI through field visits and online survey. The annual reports and the
sector reports published by regulatory bodies, business associations and major
retail finance players facilitated the study, especially in understanding the size,
growth and past trends. Interactions with some of the industry experts helped in
understanding and analyzing the emerging concerns in the retail finance sector
and also to look for some possible solutions.

Based on the research work, a few major recommendations made in the

report include field supervision of Bajaj finance to check ground realities and the
operational efficiency of Bajaj Allianz. Other initiatives to BFSL for opening
branches in unbanked villages, so as to increase rural penetration. Also BFSL be
encouraged to offer complete range of products to their clients. Transparent
pricing and technology implementation to maintain uniformity and efficiency are
among the others which these institutions should adopt.

INTRODUCTION

2.1

INDUSTRY PROFILE
India is undergoing rapid development. This means that there are millions

of people who dream of better home, better infrastructure and a better life. This
opens several avenues of potentially limitless growth in the banking and finance
sector. Bajaj finance will help grab this opportunity to grow your business,
through lending loans, financing, etc.
2.2

INDIA'S FINANCIAL SERVICES INDUSTRY

An innovative, competitive and thriving financial services industry in any

country plays a vital role in its smooth functioning and development. India's
financial services sector has posited a stable growth curve over the years driven
by sound fundamentals, rising personal incomes corporate restructuring, financial
sector liberalization and the growth of a consumer-oriented, credit-oriented
culture. This has led to the increasing demand for financial products, including
consumer loans (especially for cars and homes), as well as for finance and
pension products. The soaring demand for financial services offers promising
investment prospects.
According to the Central Statistical Organization (CSO) data, released
early this year, financial services, banking, finance and real estate sectors rose by
7.4 per cent in 2012-13.

BACKED WITH
o A favorable demographic profile which supports a higher retail off take 54% of the population is in the 15-35 years age group. India consists of a
dynamic and a growing middle-class class which on a purchasing power
parity basis is much larger than the entire population of the US and a
consumer credit market that is growing by more than 40% per annum.
o Continuous increasing in capital expenditure by the government and
private industry.
o Significant opportunities in the largely untapped SME segment- which
accounts for 40% of the industrial output and 35% of India's direct exports
o India's increasing and consistent growth. As per the CSO, the Indian
economy grew by an estimate of 7.4 per cent in the year 2012-13 and is
expected to grow over 8 percent in the coming months.
o Growing investment avenues across all segments in the banking and
financial services sector.

2.3

GROWING POTENTIAL IN THE INDUSTRY

Demand for banking services is growing significantly, albeit in a

country where less than half of households have a bank account. It is in the retail
sector that the surge in demand is most marked. Housing loans grew by more
than 50% and loans to the retail commercial sector rose by more than 100%.
According to the weekly statistical supplement (WSS) of the Reserve Bank of
India (RBI), Indian bank loans represented a rise of 19.1 per cent as of June 4,
2013 while deposits were up 14.3 per cent from the previous year. Furthermore,

outstanding loans showed an increase from US$ 12.39 billion to US$ 703.5
billion in the two weeks to June 4, 2013. The WSS reflected that bank deposits
rose by US$ 3.24 billion to US$ 975 billion in the two weeks to June 4. In 2009,
there were 21 IPOs that raised US$ 4.18 billion as compared to 36 IPOs in 2008
that raised US$ 3.62 billion.
As per the statistics of RBI, aggregate deposits grew by 3.3% on q-o-q
basis in quarter ended June 10 as against 5.1% during the same period last year;
reflecting the relatively lower rates in term deposits.
2.4

NON-BANKING FINANCIAL COMPANIES

Non-banking financial companies (NBFCs) are fast emerging as an

important segment of the Indian financial system. It is an heterogeneous group of

institutions (other than commercial and co-operative banks) performing financial
intermediation in a variety of ways, like accepting deposits, making loans and
advances, leasing, hire purchase, etc. They raise funds from the public, directly or
indirectly, and lend them to ultimate spenders. They advance loans to the various
wholesale and retail traders, small-scale industries and self-employed persons.
NBFC are present in all competitive fields such as, vehicle financing,
housing loans, leasing, hire purchase and personal loans financing etc. NBFC's
are not required to maintain cash reserve ratio (CRR) and statutory liquid ratio
(SLR). Priority sector lending norm of 40% (of total advances) is not applicable
to them. While this is at their advantage, they do not have access to low cost
demand deposits. As a result their cost of funds is always high, resulting in
thinner interest spread. But currently with surplus liquidity in the system, the cost
of funds for NBFC's has substantially eased thus improving their margins.

Gradually, they are being recognized as complementary to the banking sector due
to their customer-oriented services; simplified procedures; attractive rates of
return on deposits; flexibility and timeliness in meeting the credit needs of
specified sectors; etc.
On regulatory front, NBFCs have been classified into 3 categories:
o Those accepting public deposits
o Those not accepting public deposits but engaged in financial business
o Core investment companies with 90 per cent of their total assets as
investments in the securities of their group/ holding/subsidiary companies.
The focus of regulatory attention is on NBFCs accepting public deposits.

COMPANY PROFILE

3.1

INTRODUCTION

Do whatever you think best, but be best at whatever you do

Rahul Bajaj, Chairman- Bajaj Group

What started off as a sugar manufacturing factory in 1931 has grown to

become one of the countrys largest business houses? With activities that
encompass a whole range of industries, spanning automobiles (two-wheelers and
three-wheelers), home appliances, lighting, iron and steel, finance, travel and
finance.

At the turn of the new millennium, this business conglomerate is ranked

amongst one of the largest business family in India by the Centre for Monitoring
Indian economy (CMIE). It has under its umbrella over 25 companies and
strength of over 25000 employees. Its core strength, however, is the unshakeable
foundation based on its tradition of trust.

With the demerger of Bajaj Auto Ltd, following separate corporate

entities came into existence in May 2008
o Bajaj finance(BFL),
o

Bajaj Auto Ltd (BAL), and

Bajaj Holdings and Investment Ltd (BHIL)

Demerger of Bajaj Auto Ltd.
o Bajaj is present in over 50 countries all over the globe
o Dominant presence in Africa, Latin America and South Asia with
increasing market share every year
o Market leader in motorcycles in Colombia, Central America, Sri Lanka,
Bangladesh, Philippines, Nigeria, Uganda and Kenya.
o 891,002 units exported in 2012-13, an increase of over 15 % over the
previous year.
o Largest exporter of three wheeled commercial vehicles in the world:
164,887 units exported in 2012-13, a rise of 19% over 2011-12.

3.2

ABOUT BAJAJ FINANCE LENDING

Bajaj finance Limited is the holding company for the financial services
businesses of the Bajaj Group. Its finance joint ventures with Allianz SE,
Germany namely Bajaj financeLife Finance Company Limited and Bajaj
financeGeneral Finance Company Limited are engaged in life and general
finance business respectively. Its subsidiary Bajaj Finance Limited is a NonBanking Finance Company engaged in consumer finance, SME finance and
commercial lending. Bajaj Financial Solutions Limited, a wholly owned
subsidiary of Bajaj Bajaj finance Limited is engaged in wealth advisory
business.

Bajaj finance is one of the leading financiers in the market offering: 0%

interest on lifestyle product and consumer durable product finance on EMI.

An easily avail on a loan for products like , two wheeler , LCD, LED,
Color TV, Refrigerator, Washing Machine, Air Conditioner, Music System,
Microwave amongst a host of other products.

Bajaj finance consumer durable loan comes with 0% financing and with a
small fee. One can apply online on their website and get an instant approval or
visit a dealership to easily avail a loan. It provides on the spot approval with
minimum documentation & fast processing.

They offer finance for various infrastructure related equipments in the field of
Construction, Mining, and Material Handling businesses so you can go ahead and
construct your own path to success. They extend finance with attractive benefits
for both new as well as used equipment
Bajaj finance offers loans for various needs. We offer loans for Bajaj
Auto Two Wheelers under the name of Bajaj Auto Finance Ltd. We offer
Consumer Durable Loans, Personal Loans, Loan against Property, Small
Business Loans, Construction Equipment Loans, Loan against Securities and
Finance Services under the name of Bajaj finance.

Bajaj finance is one of the most diversified NBFCs in the market

catering to more than 5 million customers across the country. Apart from being a
well-recognized organization, they pride us for holding the highest credit rating
of FAAA/Stable for any NBFC in the country today. The product offerings
include Consumer Durable Loans, Personal Loans, Loan against Property, Small
Business

Loans,

Two-wheeler

and

Three-wheeler

Loans,

Equipment Loans, Loan against Securities and Finance Services.

3.3

PRESENT STATUS

Bajaj finance bets big on 0% interest finance:-

Construction

In turn, Bajaj finance continues to be the largest driver of this growth

with over 9% share and growing at 88% YOY. This puts Bajaj finance in a clear
leadership position. Today, one out of every 5 flat panel TVs is bought on the 0%
interest consumer durables loans option from Bajaj finance. This growth has
come at the back of significant investments made in distribution, technology and
process automation. We have invested deep in technology and process
innovations to create long term sustainable advantages. This has allowed us to
create win-win propositions for all members in the ecosystem, says Rajeev Jain
CEO Bajaj finance.
3.31

VISION
To attain world class Excellency by demonstrating value

added products to customers.

To attain brand value by learning, innovation, perfection and

o
transparency.
o

To ensure proactivity, to create the future through innovation.

To set new standards and reach near to perfection.

To convey clear conviction and characterize themselves.

3.32

MISSION
o

Focus on value based lending.

Fostering team work and enhancing the capability of team.

Continual Improvement.

Total elimination of fraud practices.

Ensuring easy and quick accessibility to customers.

3.33

OBJECTIVE
Bajaj finance is one of the most diversified NBFCs in the

market catering to more than 5 million customers across the country .Apart
from being a well-recognized organization; they pride ourselves for holding
the highest credit rating of FAAA/Stable for any NBFC in the country today
to cater products.
To the customers changing financial requirements based on

customer feedback and improvising the existing products.

3.34

GOALS
To catapult Bajaj Bajaj finance as the countrys largest

financial lending firm.

3.35

VALUES

I.

Empowerment

We respect the opinions and decisions of others.

We encourage and back people to do their best.

II.

Flexibility
We are ever willing to learn and adapt to the environment, our

partners and customers evolving needs.

III.

Entrepreneurship

We always strive to change the status quo.

We innovate with new ideas and energies with a strong

passion and entrepreneurial skills.

IV. Transparency
o

We believe we must work with honesty, truth and the inmate

desire to do well.
V. Impact
o
in society.

We are driven by the desire to create a meaningful difference

PRODUCT PROFILE

4.1

PRODUCT PORTFOLIO SUMMARY

Bajaj Bajaj finance Limited is the most diversified non-bank in the

country, the largest financier of consumer durables in India and one of the most
profitable firms in the category.
Hereunder are summary details of our portfolio of businesses, with a
brief description on each:Consumer Finance

Consumer Durables Finance

Lifestyle Finance
EMI Card
Extended warranty
Personal Loans Cross Sell
Co-branded Credit Cards
Two and three wheeler Finance
Salaried Personal Loans

SME Finance

Mortgage
Business Loans

Commercial Lending

Construction Equipment Finance

Infrastructure Finance
Vendor Financing

4.2

CONSUMER FINANCE

4.21

CONSUMER DURABLE FINANCING

Present in the top 79 cities of the country, we are now the largest
Consumer Durables Financier in India. We financed over 10% of all consumer
electronics sold in the country in the last year. We finance one out of every four
LCD and Plasma televisions sold in the country. Last year, we acquired more
than 1.45 million new customers, through our over 2,500 points of sale across the
country.
PRODUCTS COVERED
0% interest Consumer Durables Finance is available on a wide range of
products and in over 80 cities across India. Hereunder is an indicative list of
products covered:

LED/LCD/CTV

Washing Machines

Microwave Ovens

Refrigerators,

Cameras/Camcorders

Dishwashers

Generators

Cooking Range products

Dryers

Laptops (Select)

Air purifiers / Water Purifiers / R.O.

Music Systems

Inverters

Air conditioners

4.22

LIFESTYLE FINANCE
0% interest Lifestyle Finance is available on a wide range of lifestyle

products. Hereunder is an indicative list:

Home improvements and furniture

Modular kitchens

Jacuzzi & bathroom fittings

Kitchen equipments

Home furnishings

Luxury watches

Digital lifestyle products

Tablet PCs

Smart-phones

4.23

EMI CARDS
EMI card for durable and lifestyle purchases, Hereunder is an indicative

list:

FEATURES AND BENEFITS

Hereunder are a host of unique features and benefits that you enjoy with
EMI Cards from Bajaj finance. Read on to know more:

PRE-APPROVED ELIGIBILITY

The EMI card carries a pre-approved loan in your wallet. You can avail of
your loan facility to purchase any consumer durable & lifestyle product of your
choice.

INSTANT APPROVAL

Simply Swipe, Sign and Buy with your EMI card. The moment you swipe
your card, you get instant approval, subject to the amount pre-approved for you.

MINIMUM DOCUMENTATION

For using your EMI card, you don't need to give any documents. Your
EMI card carries all the necessary information required.

PREAPPROVED OFFERS

As an existing customer, you get exclusive preapproved offers from time

to time across a host of our partner retailers and manufacturers.

ONLINE ACCOUNT ACCESS

Get all information about your loan like repayment track, interest
certificate, payment schedule etc. through our digital customer portal. Just log in
with your loan account number and access whatever information you want about
your loan.

4.24

EXTENDED WARRANTY
Now, with all your consumer durables purchases, you can opt for an

additional one year warranty, over and above the manufacturers warranty.
Whats more, you can pay for the Extended Warranty through our convenient 0%
interest EMI options.

PRODUCT COVERED
Extended Warranty covers the cost of repair/ replacement of the
consumer durable appliance (i.e. insured asset) arising out of unforeseen defects
in material or workmanship within the Policy Period. Wherein Policy Period is
defined as 12 months, commencing after expiry of
warranty period.

manufacturers product

Sum Insured of the insured asset is equal to the Invoice price and
Maximum claim payment under the policy is equal to the Sum Insured.

4.25

PERSONAL LOAN CROSS SELL

Through this business, we offer existing customers with good repayment

history various pre-approved personal loan offers. While maintaining focus on

the balance between business growth and the risk-reward equation, deployments
under this category grew by 53% to Rs. 586 crore. The company financed over
86,000 new customers in the current year.
As well as through cross-selling we also sale finance product to
customer, i.e. Bajaj financeLife Finance Company Limited is a joint venture
between Bajaj Bajaj finance Limited and Allianz SE. Both enjoy a reputation of
expertise, stability and strength. Bajaj financetoday has a countrywide network
connected through the latest technology for quick communication and response
in over 200 towns spread across the length and breadth of the country. Bajaj
financeLife Finance Corporation (BALIC) uses its in-house call center to cross
sell to its existing customer base through regular tele-calling done by its staff.
4.26

CO-BRANDED CREDIT CARDS

We have entered into a strategic partnership with Standard Chartered

Bank and has launched co-branded credit cards (Platinum and World Card) for
customers with a good repayment track record.
4.27

TWO AND THREE WHEELER FINANCE

In FY2012, we emerged as one of the largest two-wheeler financier in

India. Despite an increase in competitive activity throughout the year with some
banks aggressively promoting two-wheeler and three-wheeler loans, we financed
over 650,000 new customers, operating through 571 Bajaj Auto dealerships as
well as over 1,700 of its sub-dealers across the country.

4.28

SALARIED PERSONAL LOANS

To diversify our offerings in the Consumer Finance business, the

company launched Salaried Personal Loans business. This business focuses on

the financial needs of salaried employees. The business targets affluent salaried
employees above a threshold salary range employed with leading companies.

4.3

SME FINANCE

4.31

MORTGAGE
Under this business, we focus on financial needs of affluent and high net

worth small business and self-employed customers, offering loans against the
mortgage of retail, residential and commercial premises. We were the first
financial services company in the country to introduce the policy of NIL
foreclosure charges and Prompt Prepayment Benefit program.

Recently, the company introduced another industry first - flexi saver.

This product offers customers the flexibility to draw when they want and pay
when they want without any extra charges - the first of its kind in this space.

4.32

BUSINESS LOAN
Through this business, we offer our affluent SME customers unsecured

loans for their varied business needs. We are the only financial services provider
to offer up to Rs. 50 lacs unsecured loan for SMEs. This business is present in the
top 31 cities across India.
Recently we introduced a special lending program for Doctors.
4.4

COMMERCIAL LENDING

4.41

CONSTRUCTION EQUIPMENT FINANCE

Construction Equipment Finance portfolio is designed to meet the

financial needs of businesses engaged in the infrastructure sector. Through this

business, we finance the construction equipment needs of these businesses.
Currently, we serve customers in over 23 cities in India.
4.42

INFRASTRUCTURE FINANCE
We commenced this business a little over year ago. This business focuses

on Project Finance, Corporate Finance and Mezzanine Debt to infrastructure

companies/projects. We believe Infrastructure Finance is a critical input to
continue to keep the pace on our infrastructure development. However, given the

high interest rate scenario and uncertainty in government policy in key areas, we
continue to be selective in lending in this sector, and offer is a core need of the
country.
4.43

VENDOR FINANCE
This business focuses on short and medium term lending needs of

vendors of large auto manufacturers. This is a three year old business and has
been growing steadily

COMPETITORS PROFILE
5.1

KEY COMPETITORS
company

L&T Finance
Bajaj Bajaj finance
Bajaj Holdings
Reliance Capital
Religare Enterprise
Muthoot Finance
Responsive Ind
Tata Inv Corp
JM Financial
SE Investments
Future Ventures
Signet Ind

Last Price

Market
Cap.
(Rs. cr.)

78.7 13,511.55
642.5 10,223.61
804.45 8,953.01
336.85 8,291.90
319.45 4,772.63
103 3,828.64
90.3 2,410.22
415.95 2,291.69
27.3 2,051.91
390.15 1,582.45
9.25 1,458.03
274.9
802.35

Sales
Turnove
r
171.98
141.47
743.68
3,828.00
120.97
5,358.90
1,518.85
205.83
53.67
219.04
357.7
564.97

Net
Profit

Total
Assets

311.33
50.84
663.33
662
-760.95
1,004.24
28.42
167.14
44.81
70.45
-11.45
11.93

3,353.66
2,410.16
5,186.75
25,362.00
2,978.57
18,406.05
897.58
1,920.92
1,638.01
803.53
1,564.37
135.5

ILandFS
JSW Holdings
HDFC Gold ETF
PNB Gilts
India bulls Securities

21.1
355.55
2,463.15
23.9
10.65

440.79
394.65
379.14
322.67
246.13

101.08
29.4
165.3
108.09

42.44
21.68
21.05
55.84

93.97
691.22
3,744.84
257.6

As you can see in the above chart, L&T FINANCE, RELIANCE

CAPITAL, RELIGARE ENTERPRISE AND CAPITAL FIRST is the major
competitors of Bajaj finance.

BAJAJ GROUP STRUCTURE

9.2

OUR FOOT PRINTS

Over 4500 durable retail outlets where you can discover the delight of
instant conversion of window-shopping to shopping, with 0% interest Durable
Finance. Over 70 of our own branches where you can delight yourself to a new
pace of getting any of your dreams financed. Over 400 Lifestyle retail outlets
where you can take home your indulgence without pinching your savings. Over
500 direct sales agent locations where you can walk in with a requirement and
walk out with a guaranteed time to money-in-your account.

FINANCE SERVICES

10.1

JOINT VENTURE WITH ALLIANZ SE

Bajaj financeFinance Company Limited is a joint venture between

Bajaj Bajaj finance limited (recently emerged from Bajaj Auto Limited) and
Allianz SE. Both enjoy a reputation of expertise, stability and strength.
Bajaj financeFinance received the Finance Regulatory and Development
Authority (IRDA) certificate of the Registration on 2nd may, 2001 to conduct
general finance business (including health finance business) in India. The
company has an authorized and paid up capital of Rs. 110 crores. Bajaj Bajaj
finance Limited holds 74% and the remaining 26% is held by Allianz, SE.
As on 31st march 2012, Bajaj financeLife Finance co.s shareholders'
profit after tax rose 24% to Rs 13.11 billion in the fiscal year ended March 31,
2012, as compared to Rs 10.57 billion in the same period a year ago.
Bajaj financetoday has a country wide network connected through the
latest technology for quick communication and response in over 200 towns
spread across the length and breadth of the country. From Surat to Siliguri and
Jammu to Thiruvananthapuram, all the offices are interconnected with the head
office at Pune.

10.2

BAJAJ FINANCE BUSINESS LINE

Bajaj finance offers a wide range of life finance plans through which

customers can secure their lives as well as their familys financial well-being.
An overview of their life finance products:
o Term Plans Bajaj finance offers basic term life finance plans through
which customers can insure their lives for a high sum assured.
o ULIPs The Company also offers various Unit Linked Finance Plans
which combine the best of finance and investment to provide security for
ones family. These plans come with the aim of helping the customer plan
for various long-term objectives, such as retirement, childrens education
and marriage, etc.

o Traditional Plans Bajaj Allianzs money-back plans are geared towards

the needs of those customers who are looking for both life finance and
savings for the future. These plans combine traditional life finance with
investment, compounded over time, to pay out a regular income to the
customer once the plan has matured.
o Life + Health Finance Plans Bajaj financee also offers a range of unique
hospitalization-cum-finance plans that take care of the customers
hospitalization bills and provide financial support to their dependents in
case of their unfortunate death.

o Pension Plans With the awareness that retirement is one of the largest
worries of the populace, Bajaj financehas created a range of plans
specifically for generating a retirement income.
o Women Finance Plans Bajaj financealso offers women-specific plans
which provide investment benefits, savings, retirement solutions and
medical finance, all in one.
o Additional Rider Benefits Bajaj Allianzs life finance policies are
customizable in a variety of ways. They can be extended to cover
additional risks such as disability, critical illness, loss of ability to work,
etc. via the various riders offered by the company and person as well.

Bajaj financeLife Finance has been rated amongst the 50 top

service brands and ranked as Third Best Life Insurer, as per a survey
conducted on 'Most Trusted Companies' by Brand Equity and AC NielsenORG Marg 2012.

GROWTH OF BAJAJ FINANCE

11.1

BFLS FINANCIAL PERFORMANCE

BFLs financial performance for FY2012 vis--vis the previous year, and

Chart B plots profit after tax over the last five years.
(`
In Crore)
Particulars
FY2011
Total income
Interest and finance charges

FY2012
Change
1,406
2,172
54%
371

746

101%

1,035

1,426

38%

145

190

31%

Marketing and other

commissions
Dealer incentives

56

97

73%

47

64

36%

Recovery commission

58

89

53%

205

154

-25%

10

12

20%

Other expenses

144

218

51%

Profit before tax (PBT)

370

602

63%

Profit after tax (PAT)

247

406

64%

Earnings per share (EPS)

basic (`)
Earnings per share (EPS)
diluted (`)
Book value per share (`)

67.5

110.8

64%

67.5

110.3

63%

370.8

492.2

33%

Net interest income

Salary cost

Loan loss and provisions

Depreciation

CHART: A

11.2

GROWTH RATE OF BAJAJ FINANCE

CHART: B
CORPORATE SOCIAL RESPONSIBILITY (CSR)
12.1

CSR ACTIVITY OF BAJAJ GROUP

The CSR activities of the Bajaj Group are guided by the vision and

philosophy of its Founding Father, Shri Jamnalal Bajaj, who embodied the value
of trusteeship in business and laid the foundation for its ethical and value-based
functioning. The core elements of CSR activities include ethical functioning,
respect for all stake-holders, protection of human rights, and care for the
environment.
The Bajaj Group generally implements the above initiatives through its
employees, welfare funds, and Group NGOs/Trusts/Charitable Bodies operating
at various locations in the country. It also enlists the help of non-Group NGOs,
local authorities, business associations and civil society, wherever deemed
necessary.
Some of the major initiatives taken up during the year under review are
summarized below:

12.12 THROUGH GROUP TRUSTS:

In 1976, the Jamnalal Bajaj Foundation was established to promote

Gandhian constructive programmes and assist constructive workers devoted to
the national cause.
AWARDS
The Foundation gives four awards annually, each of the value of ` 5
lakh. Of these, three are given to individuals in India for outstanding contribution
in the fields of constructive work on Gandhian lines, application of science and
technology for rural development, and upliftment and welfare of women and
children. The fourth is an International Award given to individuals other than
Indian citizens from foreign countries for their contribution to the promotion of
Gandhian values outside India.
12.21

JANAKIDEVI BAJAJ GRAM VIKAS SANSTHA (JBGVS)

The group continued with its rural development activities through

JBGVS in Pune, Aurangabad and Wardha districts of Maharashtra, and Sikar
district of Rajasthan. JBGVS aims at integrated development of 75 villages, to be
carried out by the villagers themselves, and under their own leadership by forging
partnerships with the Government, local institutions and NGOs.

This year, JBGVS has started working in 90 villages of Wardha district

in association with local NGOs on specific need based projects such as natural
farming, sanitation, etc.

12.221

VARIOUS OTHER CSR ACTIVITIES TAKEN UNDER JBGVS

ARE:o PRIMARY EDUCATION

o PRIMARY HEALTH CARE
o ENVIRONMENTAL DEVELOPMENT
o SOCIAL DEVELOPMENT
o URBAN DEVELOPMENT

PART: B
REVIEW OF WORKINGS

INTRODUCTION

1.1

INTRODUCTIONS TO THE PROJECT TOPIC: -

TWO WHEELER LOAN AT BAJAJ FINANCE

Bajaj finance is a financial services company, which finance consumer
durable product and lifestyle product at 0% interest rate at store level. Where he
also cross-sell his term life finance product i.e. Bajaj financelife finance
company. But this term finance product cross-sell to only customer, who had
taken finance from Bajaj finance.
Bajaj finance has given me a job To find the root of two wheeler finance
of its Bajaj finance at store level.

1.2

WHAT IS TERM FINANCE?

Term finance is a life finance which provides coverage for the policy term

decided between the policy holder and insurer at the onset of the policy.
After this policy term expires coverage is no longer valid. If the insured
dies during this term, the death benefit is paid to the nominee.

1.3

KEY BENEFITS

Tax Exemption u/s 80C and 10(10D)*

Get covered 11 major critical illness diseases at a very lower price.

Get the advantage of a level term cover at low cost, especially for larger

sum assured.
o

Benefit of attractive high sum assured rebate.

Flexibility to select your policy term of 10, 15, 20, 25 or 30 years

depending on your requirement.

o

Alter your premium payment frequency.

Include your spouse at a later date in your existing policy, if you are single

at present.
o

Choose additional rider benefit(s) for enhanced protection.

Plan to meet recurring expenses of your loved ones by opting for payment

of benefit in annual installments.

LITERATURE REVIEW
2.1

BRIEF HISTORY OF FINANCE SECTOR IN INDIA

The finance sector in India has come a full circle from being an open

competitive market to nationalization and back to a liberalized market again.

Tracing the developments in the Indian finance sector reveals the 360-degree turn
witnessed over a period of almost 190 years.
The business of life finance in India in its existing form started in India in
the year 1818 with the establishment of the Oriental Life Finance Company in
Calcutta.
Some of the important milestones in the life finance business in India are:
1912 - The Indian Life Assurance Companies Act enacted as the first statute to
regulate the life finance business.
1928 - The Indian Finance Companies Act enacted to enable the government to
collect statistical information about both life and non-life finance businesses.
1938 - Earlier legislation consolidated and amended to by the Finance Act with
the objective of protecting the interests of the insuring public.
1956 - 245 Indian and foreign insurers and provident societies taken over by the
central government and nationalized. LIC formed by an Act of Parliament, viz.
LIC Act, 1956, with a capital contribution of Rs. 5 crore from the Government of
India.
The General finance business in India, on the other hand, can trace its roots to the
Triton Finance Company Ltd., the first general finance company established in
the year 1850 in Calcutta by the British.

RESEARCH METHODOLOGY

3.1

BRIEF DESCRIPTION ON RESEARCH METHODOLOGY

Research methodology is considered as the nerve of the project.

Without a proper well-organized research plan, it is impossible to complete the

project and reach to any conclusion. The project was based on the survey plan.
The main objective of survey was to collect appropriate data, which
work as a base for drawing conclusion and getting result.
Therefore, Research Methodology is the way to systematically solve the
research p r o b l e m. R e s e a r c h m e t h o d o l o g y n o t o n l y t a l k s o f t h e m e
t h o d s b u t a l s o l o g i c behind the methods used in the context of a
research study and it explains why a particular method has been used in the
preference of the other methods.

3.2 RESEARCH METHODOLOGY COMPRISES OF: Research objective

Research design
Sampling plan
Data analysis and result

RESEARCH OBJECTIVE

4.1

THE MAIN OBJECTIVE OF THE PROJECT

The main objective of the project is to understand the root cause behind

finance

cancellation of the Bajaj financelife finance {balic}, at all

counters of Bajaj finance.

KEY DELIVERABLES OF THE PROJECT

Understand Bajaj finance selling process and finance product.
Meet f.o.s at 30 counters in Mumbai and understand the process of when
and how they are selling finance to customers.

Understand from 2 Sample Customers at each of these 30 counters whom

the FOS has pitched finance what changes they want in the product.
Check with sample 50 cancelled customer what has gone wrong and why
are they not interested in the product.
SAMPALING PLAN

6.1

SAMPLE SIZE

Research of project was done through administration of questionnaire to

45+ consumers, 50+ F.O.S and 50+ dealers in the western line and central line in
Mumbai city.
FIELD SURVEY PLAN: - stores which I visited over an internship period.
1. SAMPLE SIZE = 145
2. CONSUMERS = 45
3. FOS = 50
4. DEALERS = 50
TELEPHONIC SURVEY PLAN: - Done calling to the customers, who ve
cancelled their finance.
1.

SAM

PLE SIZE = 234

2.

NO.

OF RESPONDENT = 126

DATA AND ANALYSIS

7.1

FOS FEEDBACK REPORT

Taken FOS feedback by visiting store such as Tata croma, Reliance digital,
Vijay sales, Snehanjali electronic and open market stores such as L.G Electronic,
Kohinoor Electronic.
FOS was rated on basis of: PITCHING AFTER MISTRY CALLING = CODE: 1
PITCHING / PRODUCT AWARENESS = CODE: 2
COVER NOTE UNDERSTANDING = CODE: 3
EDUCATING/ GIVING PROPER INF. TO CUSTOMER = CODE: 4
PITCHING OVER THE COUNTER = CODE: 5

BAJAJ
FINANCE

FOS
FEEDBA
CK

FINANCE
FEEDBA
CK
CODE: 1 CODE: 2 CODE: 3 CODE: 4
QUESTIO
NARE
NAME OF
COUNTER
THE F.O.S
E-ZONE, GOREGAON
PRIYANKA

EAST
VIJAY SALES,
RAM SINGH

GOREGAON WEST

CODE: 5

VISHAL
PANCHAL
NAVIN
KOTIAN
AJAY
MISHRA
SARITA
SUNIL
SANDEEP
ASHISH
PANDEY
WASHIM
ANIKET
ARPIT
RAJAPURKA
GANESH
ACHARYA
SWAPNIL
GHADE

RAHUL ELECTRONIC,
GORE. WEST
SNEHANGALI,
KANDIVLI WEST
KOHINOOR ELEC.
KANDIVLI
VIJAY SALES, MIRA
ROAD
L.G ELECTRONIC,
MIRA ROAD
RAHUL
ELECTRONIC,BORIVLI
EAST
VIJAY SALES, BORIVLI
WEST
RELIANCE
DIGITAL,KANDIVLI
EAST
VIJAY SALES, OPERA
HOUSE
VIJAY SALES,MAHIM
WEST
VIJAY SALES, DADAR

GALA & SONS, MALAD

WEST
RAJ
SWAPNIL
ELECTRONIC,MALAD
GHADE
WEST
SWAPNIL
RAJESH ELEC. MALAD
GHADE
WEST
SWAPNIL
EETACHI ELEC.
GHADE
MALAD WEST
SONAM
TATA CROMA, MALAD
SONI
WEST
RELIANCE DIGITAL,
NIRAJ SINGH
MALAD WEST
ASHOK
TATA CROMA,

YADAV
MANISH
TIWARI
NITIN RAY
SHURUTI
KADAM
VIJAY
DULAYES
SANDEEP
TRIPATI
KIRAN
POPAB
PRASHANT
PRAVIN
JHADESHI
SHASHANK

KANDIVLI WEST
L.G ELECTRONIC,
KANDIVLI EAST
DEVI ELECTRONIC,
BORIVLI EAST

TATA CROMA, JUHU

VIJAY SALES,
SANTACRUZ

TATA CROMA,BANDRA

TATA CROMA,
BHAYANDER WEST
SNEHANJALI,
BHAYANDER
SNEHANJALI,
NALLASOPARA
SNEHANJALI,
ANDHERI

7.2

GRAPHICAL REPRESENTATION OF FOS FEEDBACK

7.3

DATA ANALYSIS
Pitching after mystery calling and pitching over the counter is not

happening, there is more numbers of NO that means FOS are not pitching

finance to customers over the counter. They are generating lead through
calling.
7.4

VISITED COUNTERS, WHERE IS LARGE NO. OF CANCELLATION

REPORTS

NAME OF THE F.O.S

VIJAY SONKAR
Amna Shaikh
Chandramani
GANESH SAKPAL
Sanjay T. Shukla
sonu kushwaha
Vinit. Suresh Joshi.
Nisha s Hassan
Amrit Sharma
Swati Agarwal
ASHISH KADAM
SUMEDH CHANDANE
SANTOSH CHAVAN
ASHISH HIRALAL
BHOITE
DESHMUKH WASIM
UBAIDULLAH KHAN
GANESH ACHARYA
POONAM , ANKIT
NASIR
N. NAIK

COUNTER
SNEHANJALI KALYAN
VIJAY SALES KALYAN
SNEHANJALI
ULHASNAGAR
VIJAY SALES
ULHASNAGAR
J.K ENTERPRISES
DOMBIVLI
S.B ENTERPRISES
DOMBIVLI
RAJDEEP DOMBIVLI
KOHINOOR VIDEO- DOM- E
VIJAY SALES DOMBIVLI
SNEHANJALI DOMBIVL
VIJAY SALES, BORIVALI(W)
TATA CROMA- MULUND
VIJAY SALES- GHATKOPAR
VIJAY SALES, MAHIM
RELIANCE DIGITALKHANDIVLI
ADITI ELEC. KANDIVLI
WEST
VIJAY SALES- DADAR
VIJAY SALES- OPERA
HOUSE
SHAH ELEC. - MIRA ROAD
NEELAM ENTER. - MIRA

ROAD
7.5

DATA ANALYSIS
Above counters has high no. of finance cancellation: reason behind finance

cancellation is mostly due to miss- selling of finance product and customers

financial problems.
7.6

CUSTOMERS FEEDBACK REPORT

Taken feedback from customers by talking to them at each counters,

whether they want any changes in finance policy?

CUSTOMER'S
FEEDBACK: WHAT
CHANGES THEY WANT
IN THE PRODUCT
CUSTOMER
NAME
CHANGES IN POLICY
VIKAS
DON'T WANT ANY CHANGES
GHODVINDE
IN THE PRODUCT
DON'T WANT ANY CHANGES
SUNIL JADAV
IN THE PRODUCT
PRAMOD
DON'T WANT ANY CHANGES
MAHAJAN
IN THE PRODUCT
NITIN
DON'T WANT ANY CHANGES
BHARIJONKAR IN THE PRODUCT
DON'T WANT ANY CHANGES
BHASKAR
IN THE PRODUCT
KIRAN S
DON'T WANT ANY CHANGES
MONDKAR
IN THE PRODUCT
MANISHA S
DON'T WANT ANY CHANGES
JADHAV
IN THE PRODUCT

COUNTER ADDRESS
SNEHANJALI, KALYAN
WEST
SNEHANJALI, KALYAN
WEST
SNEHANJALI, KALYAN
WEST
VIJAY SALES, KALYAN
WEST
VIJAY SALES, KALYAN
WEST
J.K ENTERPRISE,
DOMBIVLI EAST
J.K ENTERPRISE,
DOMBIVLI EAST

ROHINI P
SASANE
PRATIKSHA
SOURAV
AGGARWAL
AMRUTA
DONDE
VIKRAM
AMBALIYA
SUMIT
MANDAL
ANKUSH
SOLANKI
FATIMA
BABAN
BALMIKI
JITENDRA
DILIP
SAJIDA MD.
SHAIKH
PRIYANKA
SWAPNIL
SHAHU
PRAFUL
MELKAR
JAIDEEP
DHANANJAY
SHRAGAYA
ZEENATH
CHAUDHARY
SAIMA JALAL
PRAKASH
INGALE
HASMUKH

WANTED TO HAVE A
MATURITY AMOUNT
DON'T WANT ANY CHANGES
IN THE PRODUCT
DON'T WANT ANY CHANGES
IN THE PRODUCT
SATISFY WITH FINANCE
POLICY
SATISFY WITH FINANCE
POLICY
SATISFY WITH FINANCE
POLICY
WANTED TO HAVE A
MATURITY AMOUNT
SATISFY WITH FINANCE
POLICY
WANTING A FAMILY
COVERAGE
SATISFY WITH FINANCE
POLICY
SATISFY WITH FINANCE
POLICY
DON'T WANT ANY CHANGES
IN THE PRODUCT
SATISFY WITH FINANCE
POLICY
WANTED TO HAVE A
MATURITY AMOUNT

J.K ENTERPRISE,
DOMBIVLI EAST
J.K ENTERPRISE,
DOMBIVLI EAST
RAJDEEP ENTERPRISE,
DOMBIVLI EAST
RAJDEEP ENTERPRISE,
DOMBIVLI EAST
RELIANCE DIGITAL,
KANDIVLI EAST
RELIANCE DIGITAL,
KANDIVLI EAST

VIJAY SALES, DADAR

VIJAY SALES, OPERA
HOUSE
VIJAY SALES, OPERA
HOUSE
SHAH ELECTRONIC,
MIRA ROAD
SHAH ELECTRONIC,
MIRA ROAD
E - ZONE, GOREGAON
EAST
E - ZONE, GOREGAON
EAST
VIJAY SALES, GOREGAON
WEST
VIJAY SALES, GOREGAON
ALREADY HAVING A FINANCE WEST
WANTED TO HAVE A
RAHUL ELECTRONIC,
MATURITY AMOUNT
BORIVLI EAST
SATISFY WITH FINANCE
VIJAY SALES, MAHIM
POLICY
WEST
DON'T WANT ANY CHANGES
VIJAY SALES, MAHIM
IN THE PRODUCT
WEST
DON'T WANT ANY CHANGES
L.G ELECTRONIC,
IN THE PRODUCT
KANDIVLI EAST
SATISFY WITH FINANCE
L.G ELECTRONIC,

SOLANKI
NIKHIL
BARORTKAR
RADHA SINGH
NEHA
GOKARAN
SHEELA R.
GENEWALA
TAHIR
HUSSIAN
HETENDERA
SHARMA
HARSHAD
PRAKASH
MD. AASHFAQ
SHAIKH
MANOJ
KUMAR
BATRA
SHAREF
SHAIKH
CVL PHANI
ALPANA
TATAKE

POLICY
SATISFY WITH FINANCE
POLICY
WANTING A FAMILY
COVERAGE
WANTED TO HAVE A
MATURITY AMOUNT
SATISFY WITH FINANCE
POLICY
SATISFY WITH FINANCE
POLICY
SATISFY WITH FINANCE
POLICY
WANTING A FAMILY
COVERAGE
WANTING A FAMILY
COVERAGE

KANDIVLI EAST
TATA CROMA, KANDIVLI
WEST
TATA CROMA, KANDIVLI
WEST
RELIANCE DIGITAL,
MALAD WEST
RELIANCE DIGITAL,
MALAD WEST
TATA CROMA, MALAD
WEST
TATA CROMA, MALAD
WEST
VIJAY SALES,
SANTACRUZ
VIJAY SALES,
SANTACRUZ

WANTING A FAMILY
COVERAGE
TATA CROMA, JUHU
DON'T WANT ANY CHANGES
IN THE PRODUCT
TATA CROMA, JUHU
ALREADY HAVING A FINANCE TATA CROMA, BANDRA

ALREADY HAVING A FINANCE

WANTED TO HAVE A
CHAMPAK LAL MATURITY AMOUNT
MAHESH
WANTING A FAMILY
YADAV
COVERAGE
SATISFY WITH FINANCE
VIRAT PATIL
POLICY
SATISFY WITH FINANCE
JARSON RAPEL POLICY
VINOD
WANTED TO HAVE A
CHOGALE
MATURITY AMOUNT
WANTING A FAMILY
AJIT HARIDAS COVERAGE

TATA CROMA, BANDRA

TATA CROMA,
BHAYANDER
TATA CROMA,
BHAYANDER
SNEHANJALI,
BHAYANDER
SNEHANJALI,
BHAYANDER
SNEHANJALI,
NALLASOPARA
SNEHANJALI,
NALLASOPARA

7.7

GRAPHICAL PRESENTATION OF CUSTMERS FEEDBACK

7.8 DATA ANALYSIS

Most of the customers are satisfied with the policy, but there are customers
who demands for FAMILY COVERAGE AND MATURITY AMOUNT.
7.9

DEALERS FEEDBACK REPORT

Taken a feedback from dealers as well, whether dealers or store managers

itself aware of the finance product or not?

DEALERS WERE JUDGE ON THE BASIS OF: ANY CASES OF FINANCE CANCELLATION = CODE: 1
DEALERS/ STORE MANAGER AWARENESS OF FINANCE = CODE:
2
STAFF PERFORMANCE = CODE: 3

BAJAJ
FINANCE
FINANCE

DEALERS
FEEDBACK
CODE: 1

CODE: 2

CODE: 3

FEEDBAC
K
QUESTION
ARE
NAME
PRIYANKA
RAM SINGH
VISHAL
PANCHAL
NAVIN
KOTIAN
AJAY KUMAR
MISHRA
SARITA
SUNIL
SANDEEP
ASHISH
PANDEY
WASHIM
DESHMUKH
ANIKET
ARPIT
RAJAPURKA
GANESH
ACHARYA
SWAPNIL
GHADE
SWAPNIL
GHADE
SWAPNIL

COUNTER
E-ZONE, GOREGAON
EAST
VIJAY SALES,
GOREGAON WEST
RAHUL ELECTRONIC,
GORE. WEST
SNEHANGALI,
KANDIVLI WEST
KOHINOOR ELEC.
KANDIVLI WEST
VIJAY SALES, MIRA
ROAD
L.G ELECTRONIC, MIRA
ROAD
RAHUL
ELECTRONIC,BORIVLI
EAST
VIJAY SALES, BORIVLI
WEST
RELIANCE
DIGITAL,KANDIVLI
EAST
VIJAY SALES, OPERA
HOUSE
VIJAY SALES,MAHIM
WEST
VIJAY SALES, DADAR
GALA & SONS, MALAD
WEST
RAJ ELECTRONIC
{MALAD WEST}
RAJESH ELEC. MALAD

GHADE
SWAPNIL
GHADE
SONAM SONI
NIRAJ SINGH
ASHOK
YADAV
MANISH
TIWARI
NITIN RAY
SHURUTI
KADAM
VIJAY
DULAYES
SANDEEP
TRIPATI
KIRAN POPAB
PRASHANT
PRAVIN
JHADESHI
SHASHANK

WEST
EETACHI ELEC. MALAD
WEST
TATA CROMA, MALAD
WEST
RELIANCE DIGITAL,
MALAD WEST
TATA CROMA,
KANDIVLI WEST
L.G ELECTRONIC,
KANDIVLI EAST
DEVI ELECTRONIC,
BORIVLI EAST

TATA CROMA, JUHU

VIJAY SALES,
SANTACRUZ

TATA CROMA,BANDRA

TATA CROMA,
BHAYANDER WEST
SNEHANJALI,
BHAYANDER
SNEHANJALI,
NALLASOPARA
SNEHANJALI, ANDHERI

7.10

GRAPHICAL REPRESENTATION OF DEALERS FEEDBACK

7.11 DATA ANALYSIS

From the above as you can see 26 dealers has said NO, which means they
are not aware of the finance product?
7.12

CUSTOMERS CALLING FEEDBACK

Did calling to almost 234 no. of customers, those who have cancelled their

finance i.e. {balic cancellation cases of April-march, 13} to know the reason
behind cancellation.

CONCLUSION:
TOTAL CALLING
NO. OF CUSTOMER GIVEN FEEDBACK
NO. OF CUSTOMER NOT GIVEN FEEDBACK
GIVEN FINANCE WITHOUT TAKING
CUSTOMER CONSENT
FINANCIAL PROBLEM
NOT CONVEYED PROPER INFORMATION TO

NUM
BER
234
126
108

PERCE
NTAGE

56
19
8

46%
21%
12%

CUSTOMER
DELAY IN DISPATCHMENT OF DOCUMENT
UNDERSTANDING PROBLEM
OTHERS PROBLEMS
DON'T WANT TO CONTINUE
NOT SATISFY WITH POLICY
CUSTOMER ALREADY HAVING FINANCE
FINANCE WAS CANCELLED WITHOUT ASKING
CUSTOMER
WANT TO CHANGE THEIR NOMINEE, DOESN'T
CHANGE i.e. CANCELLED

5
3

4%
3%

16
8
2
4

14%

1
1

7.13

GRAPHICAL PRESENTATION OF CALLING REPORT

7.14

DATA ANALYSIS
From the above data you can see that 45% of cancellation reason is

because of miss-selling of finance product i.e. GIVEN FINANCE WITHOUT

TAKING CUSTOMER CONSENT and customer financial problem.
FINDINGS AND LIMITATIONS
8.1

KEY FINDINGS

The root cause behind finance cancellation is miss-selling of finance

product and customer financial problem and customers change of mind
{this is because customers were motivated by its peers or family
members}.

From the data I have found that f.o.s were not pitching finance over the
counter they are generating lead through calling to customers, this is
one of the cause of finance cancellation.
Two changes that a customer wants in their finance policy is maturity
amount and family coverage.
While visiting the stores, I also found that dealers are not aware of the
finance
benefits and also not bothered about the sale of finance
product.
Majority of selling happen in the evening time between 6 PM to 10 PM.

Repeat sale for existing customers is increasing day by day hence this
holds a great scope in future. On the other hand, sale of finance products
will minimize.

8.2

LIMITATIONS

 Delay in dispatch of finance document that is one of the major problems.

Most the dealers are unaware of the finance product they should be
consulted at store level or can be through calling.

SUGGESTIONS AND RECOMMENDATIONS

9.1 NECCESARY RECOMMENDATIONS AS FOLLOWS: FOS should be taught by professional, how to pitch finance to customers
and when?
My suggestion is that in weekdays there are fewer footfalls in store those
days finance should be pitch over the counters and in weekends there more
rush in store. On weekends finance pitching should be done through
calling.
On Saturday and Sunday, Company can put an extra FOS, at each counter
to pitch the finance, and this will also help in increasing sales and better
customer satisfaction.
Other recommendations: A promotional campaign must be run, to clarifying the benefits and
offerings of BFSL which will clear the doubts about 0 % finance & 0
processing fees.
Processing fees should not be charged for the EMI card holders in the case
of Consumer Durables as it will create loyalty among customers and will
help build a strong customer base even before the competitors entering the
market.

LEARNINGS
10.1

LEANINGS FROM THE PROJECTS

Personal learning
Exposure to corporate world.
Study of finance sector in India.
.
Academic learning
Know how to prioritize work.
Team Work
Professional learning
Gain the professional knowledge while working with the company.
Know Business Etiquettes, Business Communication.
CONCLUSION
After working for eight weeks in BAJAJ FINANCE I found that
company enjoys a monopoly in this segment i.e retail finance. No other company
had a such huge sales work force, which bajaj finance had built. 0% interest
finance of consumer and lifestyle product has getting a tremendous suceess.

From the finding it can be concluded that BAJAJ FINANCE carries a

good reputation in the mind of the customers. Customer usually prefers to
finance its entire electronic product from Bajaj finance.
The main objective of the FOS team was to plan a proper scheduled
when to pitch an finance product to customers with proper technique so sales
target should be achieved.
To conclude BAJAJ FINANCE needs to focus on their foot falls,
sales finance team should be well educated about the policy and customer
preference because our major competitor is capital first, that is threat to our
counters and new store as well.

BIBLOGRAPHY
BOOKS
Kotler Philip, Marketing Management, 11th edition. Pearson Education
Life Finance-b.p. Agarwal, Sahitya Bhawan, 2011.

 Kimball, Bob. 1994. AMA Handbook for Successful Selling.

PRINT MEDIA
BUSINESS TODAY
ECONOMIC TIMES

WEBSITES
www.bajajgroup.com
www.bajajbajaj financelending.in
www.bajajallianz.com
www.bajafinanceltd.com
www.indiainfoline.com
www.moneycontrol.com
www.google.com

QUESTIONARE
BAJAJ
FINANCE
FINANCE
FEEDBACK
QUESTIONA
RE
COUNTER
VISIT
FOS
OBSERVATI
ON:1. PITCHING
AFTER
MISTRY
CALLING
2. PITCHING
/ PRODUCT
AWARENESS
3. COVER
NOTE
UNDERSTA
NDING
4.
EDUCATING
/ GIVING
PROPER INF.
TO
CUSTOMER
5. PITCHING
OVER THE
COUNTER
CUSTOMER'
S
FEEDBACK:-

DATE OF
VISIT
OBSERVATION
'S
YES

PITCHING
AWARENESS
COVER
NOTE

EDUCATING
COUNTER
PITCHING

NO

CUSTOMER
NO. 1
1. WAS
FINANCE
PITCHED
TO
CUSTOMER
2. ANY
REMARK'S
FOR NON
ACCEPTING
3. COVER
NOTE
RECEIVED
IF
PURCHASE
D
CUSTOMER
NO. 2
1. WAS
FINANCE
PITCHED
TO
CUSTOMER
2. ANY
REMARK'S
FOR NON
ACCEPTING
3. COVER
NOTE
RECEIVED
IF
PURCHASE
D

FINANCE
PITCHED
CUSTOMER
REMARK'S

COVER
NOTE
RECEIVED

FINANCE
PITCHED
CUSTOMER
REMARK'S

COVER
NOTE
RECEIVED

DEALER'S
FEEDBACK:1. ANY

FINANCE

COMPLAINT
REGISTER
OF FINANCE
SALE
2.
AWARENESS
OF
FINANCE
PRODUCT
3. SALES
STAFF &
FOES

COMPLAINT

DEALER'S
AWARENESS
STAFF

STORE MANAGER NAME:OWNER NAME:S.M NAME:F.O.S NAME:DEALER SIGN:SELF SIGN:ANY REMARK'S