Company Project Report

Submitted by: Ahmad Atif Abdullah

SMBA13006

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 ACKNOWLEDGEMENT

This company project provided at Marblelife Gulf, UAE, was one big chance to increase my
insight in the world of sales and marketing and to enhance my understanding of the U.A.E
market and the consumer behavior. This was an experience, which has acquainted me to the
working environment of GCC region.

My sincere gratitude to my college mentor, Asst. Professor Abdul Wahid

(Marketing, IMT Dubai) for providing with her insights in the course of this project.

As a special mention of Anindita Mani (Business Development Manager) for

enriching me with her valuable advice and sharing her experiences. The successful completion
of this project would not have been possible without her constant guidance.

Last but not the least the team at Marblelife Gulf, thank you. I would also thank my parents and
co-workers who supported me throughout the project.

- Ahmad Atif Abdullah

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 EXECUTIVE SUMMARY

The purpose of this report is to literally act as a window to the projects undertaken as a part of
Company Project with the organization Marble Life, Gulf that aims to define the breadth depth
and scope of the various thinking process and mechanics that actually synthesized the projects
undertaken.

Initially we used to generate leads in Dubai and Abu Dhabi in several malls and hotels like
Crown Plaza Abu Dhabi, JW Marriot, Park Rotana Hotel and which has exceed to 21 and in
Mumbai I have gone through detail Cost sheet, Income statement, Balance sheet and petty
cash book for last 3 months extract as much information as possible.

In India, stones conform to the highest international standard and has been used in several well
known buildings all over the over the world. Presently India ranks third as stone exporter. India
is largest producer of dimensional stones in world accounting for about 27% of the word's
stone production and also a leading exporter of stones which ranks 3rd (Third} in terms of
tonnage. By having strength for India in marble it is not shown much interest. Splendid varieties
of marbles are found in Rajasthan, Gujarat, and Madhya Pradesh etc. There are international
standards and government policies which are taking initiative to develop the marble industry.

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 TABLE OF CONTENTS

 MISSION STATEMENT 6
 ACCREDATION, VISION AND MISSION 7
 INTRODUCTION TO MARBLELIFE 8
 MARBLELIFE SERVICES 9
 LIST OD ONGOING CLIENTS 16
 LIST OF SPECIAL CLIENTS 17
 MARBLELIFE HOMEOWNER COURSE 18
 MARBLELIFE CERTIFIED HOUSEKEEPING COURSE 19
 OBJECTIVE OF THE COMPANY PROJECT 20
 WEEK WISE BREAKDOWN 21
 ISSUE ANALYSIS 23
 ASSESMENT 24
 LEARNING OUTCOME 25
 RECOMMENDATION 26
 REFERENCES 27

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 Mission Statement

At Marble Life, we aim to serve the need of our clients and build value for our stakeholder by
continuing to remain in efficient and profitable company at the same we hope we are creating
an environment where talented and exceptional people want to work and we are committed to
proving our employees with opportunity for personal and professional growth that they can
find nowhere else. We are dedicated to our operating our facility with the all most respect for
the Hotels, Shopping malls, community and environment in which we live and work

OUR CORPORATE MISSION

 Put the client first always

 Be flexible to the client needs
 Adhere to the highest quality standard
 Thinks innovatively but make informed business decision
 Deliver results

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 ACCREDITATIONS
In the first week of December 2007 we undertook a DNV audit and were successful in meeting
the required standard of ISO 9001. This makes us the only company in the UAE in our field to
have achieved recognition as this standard. Marblelife Gulf, are the members of The British
Institute of Cleaning Science (BICSc)

VISION
To be a Globally Benchmarked Organization in Marble Life, through our value-added products
with continued focus on Quality and Customer Delight.

MISSION
To deliver superior value to our customers, shareholders, employees and society at large with
increased focus on living by our values.

With more than 50 locations and over 100 MARBLELIFE trained craftsman across the country,
and expanding out across the world, MARBLELIFE is the largest and most recognized name in
marble restoration and marble polishing. Today, we are also the largest granite stone and tile
restoration and Maintenance Company.

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 INTRODUCTION
MARBLELIFE is the national leader in granite, marble and tile care. Cleaning, polishing,
restoration and maintenance services offered. MARBLELIFE was launched more than 25 years
ago to provide marble restoration services. Today, MARBLELIFE provides pre-eminent marble
restoration, granite restoration, terrazzo restoration, limestone restoration, travertine
restoration and ceramic / porcelain tile and grout restoration services throughout North
America and around the world. Today, MARBLELIFE does more marble floor polishing than any
other company in the world.

MARBLELIFE is committed to assisting our customers and clients care for and maintain their
stone, tile and grout surfaces. MARBLELIFE has developed full lines of marble, granite, ceramic /
porcelain tile and grout cleaners to help keep these beautiful surfaces clean and beautiful year
round.

MARBLELIFE maintains its own restoration, cleaning and maintenance research-and-

development center committed to advancing restoration, polishing, care and cleaning
techniques in order to provide our clients the highest quality, most cost effective result
possible.

MARBLELIFE supports individuals worldwide in their efforts to clean, restore and maintain their
granite and marble as well as terrazzo, tile and grout surfaces. When it comes to marble
polishing, granite polishing and tile & grout cleaning, MARBLELIFE restoration service restores
and maintains more marble, granite stone, and tile surface than anyone else…period.

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 MARBLELIFE SERVICES

MARBLE and STONE POLISHING & RESTORATION SERVICES to restore repair or maintain
your ceramic, granite, limestone, marble, porcelain, quartz, slate, travertine,
or terrazzo surfaces MARBLELIFE can help you get it done right. We work
with countertops, floors, walls, showers, vanities, bars surfaces.

GROUT CARE SERVICES to clean, restore and seal your tile grout to a like new appearance,
MARBLELIFE’s GROUTLIFE COLOR Seal services is a tile grout cleaner that restores your tile
grout to a new appearance with substantially improved stain resistance. If you are seeking a tile
grout cleaner or grout sealing surfaces, or simply want your grout, tile and stone to have a
fresh, clean, new appearance again, MARBLELIFE can deliver what you are seeking.

STONE & TILE CLEANING & MAINTENANCE SERVICES - Whether you are looking for
providing marble cleaning, granite cleaning, terrazzo cleaning, grout cleaning not only can
MARBLELIFE get your marble or granite surfaces clean including stain removal, but also

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 repair, and polish them. Once the restoration
process is complete, your marble, granite and tile surface is returned to their original beautiful
condition, maintenance services can insure a consistent appearance.

PERIODIC PROFESSIONAL CARE:

Periodic honing and polishing by a floor maintenance contractor will maintain the luster and
more importantly, significantly inhibit resoling and deterioration.

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FLOOR RESTORATION:

If a marble floor is scratched, deeply soiled, or has a build-up of yellowed wax or discolored
sealers, the luster and natural color can be restored by wet sanding and chemical stripping.

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 SEALER:

 Sealing makes the stone more stain resistant.

 Several factors like hardness, density, how porous is the stone etc must be considered
prior to determining if the stone should be sealed

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Never attempt to remove stains or deposits by scraping, scouring, or indiscriminately
applying bleaching agents, liquid marble cleaners, or other harsh chemicals.

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 MOISTURE DAMAGE:

 Water penetrating exterior wall cavities through defective flashing or unsealed joints
can cause efflorescence, a mineral salt residue left on the surface of masonry when
water evaporates.
 It is recommended that you contact your stone professional for a remedy.

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 IDENTIFYING & REMOVING:

Identifying the type of stain on the stone surface is the key to removing it. Stains can be
oil based, organic, metallic, biological, ink based, paint based, acid based.

STONE CARE PRODUCTS such as marble cleaners, granite cleaners, marble polishes, etch or spot
removers, sealers or a soap and scum remover for your shower MARBLELIFE can help.

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 LIST OF EXISTING KEY CLIENTS FOR COMMERCIAL MARBLE ANNUAL
MAINTENANCE CONTRACTS, DUBAI

 THE ADDRESS HOTEL DOWNTOWN DUBAI

 THE ADDRESS HOTEL DUBAI MALL
 THE ADDRESS HOTEL DUBAI MARINA
 THE DUBAI MALL
 THE PALACE OLD TOWN HOTEL
 BAZERKHAN RESTAURANT
 BROADWAY HOTEL
 BURJ KHALIFA
 CAPITAL CLUB
 CAPITOL HOTEL
 CITY CENTRE HOTEL
 COUNTRY CLUB HOTEL
 DUBAI CUSTOMS
 DUBAI METRO
 FOUR POINTS SZR
 FOUR POINTS DOWNTOWN
 HABTOOR GRAND HOTEL & RESORT
 INTERCONTINENTAL HOTEL
 JUMEIRAH ROTANA HOTEL
 KEMPENSKI HOTEL 9

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 LIST OF KEY CLIENTS WITH SPECIAL PROJECTS IN DUBAI AND ABU DHABI

 MALL OF THE EMIRATES

 ARJAAN ROTANA HOTEL
 AL MUROOJ ROTANA
 ARMAANI HOTEL
 EMIRATES PALACE HOTEL IN ABU DHABI
 FLORA CREEK HOTEL
 KEMPINSKI CREEK HOTEL
 MOVENPICK HOTEL IN DEIRA
 PARK REGIS HOTEL
 RIXOS THE PALM DUBAI
 VILLA ROTANA IN SHEIKH ZAYED ROAD
 ZABEEL SARAY HOTEL IN PALM JUMEIRAH
 PARK REGIS
 SHERATON JUMEIRAH BEACH
 PARK HYYATT
 AL FUTTAIM TOWER
 HILTON HOTEL JBR
 LEGATUM PLAZA
 ALL TYPES OF VILLAS

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 Homeowner Basic Course

This is a 45 minute basic course designed to help you gain the basic understanding of how to
care for the sensitive surfaces in your home especially the natural stone. Your learn how to
identify the surfaces, not cause damage them and gain a better appearance. You will learn how
to be safer, healthier and leave cleaner surfaces. As a bonus you will learn about Eco-friendly,
made in America products that are cost effective and make cleaning easier. The Marblelife
Certified Housekeeping Course is an online self-paced video training program that takes you
through an easy to follow and understand course teaching you the essentials in caring for
natural stone as well as the whole house. You will learn to save time, money, and be healthier
in the process. This online video course takes about two hours to complete and is accompanied
by Marble life’s World Class Technical Support.

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 Marblelife Certified Housekeeping Course:
The Marblelife Certified Housekeeping Course is an online self-paced video training program
that takes you through an easy to follow and understand course teaching you the essentials in
caring for natural stone as well as the whole house. You will learn to save time, money, and be
healthier in the process. This online video course takes about two hours to complete and is
accompanied by Marble life’s World Class Technical Support. Only Housekeepers who truly care
about a high standard of service take the time and effort to become Marblelife Certified. This
speaks to the commitment behind the Housekeeper or Office showing you they are Marblelife
Certified. Marblelife does not guarantee the performance by this Housekeeper, but has trained
them on the above aspects of housekeeping and supports them in the proper care of the
surfaces in your home.

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 OBJECTIVES OF THE INTERNSHIP

This project made me to learn about the sales and marketing as well as the behavior of
consumer with respect to the time share industry. With the advancement in the project, the
actual marketing and the sales techniques were understood and applied. The methodology
adopted now is through extensive marketing and channel development in U.A.E. The
company is now advancing and developing to market its product through marketing and
promotions, channel development by acquiring more partners who can promote the
product and hence fill the gap.

Objectives to be achieved through these methods:

 To map the profile of the target segment as per the Income and requirement.

 Devise the expansion plan in the areas with the maximum gap.
o This part of the project was to find and devise a plan to expand the network
of the company in U.A.E. The target was the real estate agencies and the
construction companies. Since the product is both necessecity and as well as
lifestyle. The second expansion plan was to connect with marketing
consultancies that have a maximum of resource to promote the product.

 Marketing of the product.

This part in the project consists of the marketing of the product. The task given to us was
extensively market and advertises the product and let the people know about Marblelife and its
products. For this part we were asked to do tie up with construction companies and real estate
agencies which have the capacity to market our product.

Currently the company is ranked as one of the renowned company in U.A.E and also worldwide.
Marblelife offers various products and services. The company currently is located in worldwide.

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 WEEK-WISE BREAKDOWN

WEEK1:

The first week was entitled with the orientation of the product where in the entire
product was introduced and all the facts were disclosed. In this our company mentor made us
learn the main facts about the product. Then we were assigned with our first task to
understand and present the product in front of the customer. The first few times we
demonstrated the product in front of different officials of the company. The role play invested
confidence in us gave us to face the clients. To start we were given with the telecalling script
and then asked to observe the callers at the workstation and how to fix the appointment with a
particular client. Then for an assignment we were provided with a data sheet of Indians working
in Oman. The major task here was to ask for an appointment with the client for 15 minutes to
visit the client personally and then explain the product. After this task we were asked to
develop our own script of telecalling to fix appointments. Here we faced objections such as the
price for which we were not given the authority to tell over the phone. The client shall become
reluctant if the price seemed high. To convince a client to buy the product is more effective
when we talk in person and explain every bit about the product. We were then given chances
to make presentation in front of clients at the end of the week. The script prepared by me was:

HOW TO FIX AN APPOINTMENT

Hi Mr. ___________, Good (Morning, Afternoon, Evening), I am Abhimanyu/Akshay calling from

Marblelife, U.A.E’s No.1 Interior Decoration Company.

Sir, we specialize in providing quality services, in U.A.E and abroad .We provide most number of
services to make you feel relaxed.

I would request you to provide me 15 minutes of your valuable time so that I can visit you and
explain about the benefits of our product and services how it works.

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Sir, can we meet tomorrow at your residence?

If yes-Sir, Can I note down your address and time when you will be free?

Thank you sir for your precious time. I would look forward to meet you tomorrow at __ pm.

Have a nice Day.

If the client is keen to meet at his office then note down his office address.

If the client asks to explain the product and services on phone-Sir, our product comes with a lot
of flexibility and customization to aid our members so I would request you to meet me
personally as I can give you a clear picture of how this works.

If client asks for the price of the membership –Sir, our product is designed according to the to
our customers so that they can get value from our customers. We offer various different
products which vary according to the need of our customer, so it would be better if I can meet
you and understand your requirement and suggest you the best plan for you.

If the client asks whether there are product and services at other countries-Sir, you would be
glad to know that we are international company and present in various different countries.

If the client says he is not interested in the product-Sir, as we are offering special discounts to
our new customers so it would be really nice if you can offer me 15 minutes so that I can
explain you about the product.

WEEK 2 till end:

The first few days were the same where we were provided with more data to make calls and
fix the appointments with the client. In this week we got more chance to develop the
confidence to face queries of the client. We went to different places in U.A.E to take up
appointments with the client. This week gave us the experience of the market in U.A.E for the
time share industry. We faced questions from clients about the charges for our product and
services. Each day we were provided with the database from the company and we learnt about
how to tackle the client queries through phone and in person

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Objective:

We map the profile of the target segment as per the Income. To match the profile the findings
were done where we were provided with details of the customers in the data such as income
greater than AED 16000 per month is the right segment to target, since we are also into
maintenance business therefore we target the already constructed buildings for their
maintenance. The person to which we call is usually holding the maintenance authority or
holding the higher position. The people in here mostly prefer holiday time for the maintenance
purpose but for setting up the marble that is done throught the season.

Under the calling process the call was mainly done to the construction company as part of the
expansion plan. This part of the project was to find and devise a plan to expand the network of
the company .The target was also the real estate agencies that have a network for the
construction company and also the new areas where construction is going on. The second
expansion plan was to connect with marketing consultancies that have a maximum of resource to
promote the product. For example EMMAR is already into construction business these
marketing and consulting agencies which make us help to tie up with these construction
companies as well as maintenance companies, Dubai who is all about construction and
maintenance of the already build sites for the continuous improvement.

All the data was given to me by the company and I have to call to the companies and explain
then about the work and services we do and then ask them about here requirements if they need it
and give them the information about our latest offers on product and services. Mostly the call I
give are to the construction companies from low to high profile and also to the retailers of the
construction product, commercial properties such as office buildings, hotels, hospitals, medical
services building owners, and schools and universities etc. Essentially, anyone who is concerned
their interior building health, and floor appearances.

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New services targeting health related needs were introduced accelerating the businesses
expansion into ceramic and vinyl services, allowing operators to explore new segments and
broaden their base. Since this new product is health related and after launching this new product
by the company the company started giving their special target to the hospital and school and
places where health is given the utmost priority.

Therefore there were calls done by me related to healthcare section like hospital and medical
institutions to give them the information about the product and also to convince them and
convert the call into sale of the product.

And if the client agrees to but the product and wishes to buy, then we have to take care of other
things also. We have to ask them how much the product and solve the queries to it. If the
customers does not have any idea how much of our product will be required for their site, in that
we have our own architect and civil engineers to solve their queries. This all is done to make
customer feel comfortable and also to have a have a good relation. Because we want not only sell
the product we also make relationship so that that customer whenever needs us feels comfortable
to tell to us. This is crates a good name in the market that customer would spread the companies
name via word of mouth, and also can make us help in get new customers.

And if the customers know how much of the product they need, then in that case we have to take
every information very accurately, like how much product they want and when they want the
product and also in which color and whether they want the product to be installed by our side or
they will do it with somebody else. And if not with us we have to ask the reason and take the
feedback for our product and services. With the product we also push them that for continuous
maintenance of the product from our side which we also do by making them telling that, since
this product is expensive it needs to maintained so that it lasts long and our services will make it
sure that it lasts long and also telling then our might now be the cheapest in the market but it
certainly is the best. And since it’s our product we know all about the product and what it needs
and how it’s maintained and if any other does the service they might hinder the product in the
negative way.

And if the customer wants out maintenance service we tell them that we are best in the industry
since long time and tell them under our services there are very big project like Burj Khalifa so as
to give them good impression on the new customers and make them feel that since we got so big
projects we would definitely be the best in the market. And then we ask the customer what kind
of services he/she wants and what’s the problem and then we solve the problem accordingly.
And also tell them of our product and services and also tell them that next time please call us for
the new installation because our products are best in the market and very durable and lasts long
and we also give free services and there also lots more offer in our different products.

All the calls we do, we have to talk to customers in a very polite way even if they are not
interested in our product and services. In that case we ask those customers for their email address

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and contact details so that we can mail them the information of our company and the contact
details so that if in future they want our product and services they may feel free to call when they
need. This is done so that we remain in those customers minds and keep reminding them of the
new offer and services, so that when the requirement comes we would be the first one to come in
mind such like when people become thirsty they think of cola drink.

This part also consists of the marketing of the product. The task given to us was extensively
market and advertises the product and let the people know about the our company’s products and
services, for this part we were asked to do tie up with local advertising agencies and some
famous brands which have the capacity to market our product .i.e. publishing group and
magazine which reflect the business in the real estate and construction business. We also contact
advertising agencies for the online advertisement of our product and services so that who also go
online to certain sites would know about us.

We market and segment our product and services accordingly. Like for the big companies we
have different offers to give to them as well as services, whereas for the houses and small
construction we offer them differently as per there requirements. Because big buildings like Burj
khalifa and villa in silicon oasis have different requirements in context to product and services.
And for these two different sites we offer different offering so that they get attracted and buy of
product and services.

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 ISSUE ANALYSIS

 Telecalling and taking the appointment with the clients.

We were provided with the leads or the data of the potential customers in U.A.E. Now
the issue which we faced while taking up the calls were to tell the price of the product
over the phone. Then we were not allowed to disclose the price since we have many
different products suiting the different needs of the customers as everyone has a
different requirement pattern. Then we also need to know about the size of
apartment/office. Hence, it is better to meet the client, and then suggest the ideal
requirement according to the location and area.

 The issue the channel partners arise, what benefits does he/she gets for the company?

The channel partners have a major issue for what percentage does he/she gets from the
deals closed and why should he sell our product along with this product. This issue is
addressed very carefully where the channel partners have to be given a good
commission on every sale they are able to make and this amount rendered will give the
monetary support to his agents working on the field.

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 ASSESSMENT

According to me the product is a value product where in the customer has a product for very
long time without any complain. The people who have used our product and services are very
satisfied and our complaint ratio is very few.

Marblelife provides a lot of flexibilities trading options, customization option to the customers.

Strengths Weakness Oppurtunity Threats

• The company • Marblelife , • The company • Stiff

has a big India has a has a high competition
brand name in less marketing potential in from other
U.A.E. and the market companies
• Owns big advertisement since Dubai such asClassic
names in the budget. expo 20-20 Marble
client list, • The office there is huge Company
which can be doesnt have a number of LLC,AL
used to get sign board. So construction HABTOOR
postivity customers is goin on. MARBLE CO.
toward the find it really LLC.
company. hard to find
the location.

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 LEARNING OUTCOME

The company project in Marblelife offered me a period of great learning and experience. The
exposure to this flourishing paradigm of constriction and decoration industry helped me to
understand the following:

1) Exposure to Marketing & Sales departments of Marblelife: The interaction with the
marketing team and sales team in all levels of hierarchy helped me to understand the
practical intricacies and how systematically they approach to tackle them.

2) Understanding of ISP (Interactive Sales presentation): Marblelife have a dedicated

interactive sales presentation team and well structured sales presentations are being
carried out to demonstrate the product features. This helped me to learn how to interact
with customers during a sales pitch. It gave an exposure to the queries raised by customers
and how the consultant handles and overcome them.

3) Understanding the importance of market research: This project also helped me to learn the
practical significance of market research and its relevance to the business world. It gave me
an overview of a structured evaluation carried out by corporate world to identify untapped
potential markets or even to understand the changes in demographic and psychographic
parameters of its target audience.

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 RECOMMENDATIONS

This company project was a great learning experience for us, we have got a clearer picture of
the Middle East market and we learnt a lot about sales and marketing in the U.A.E market.
After performing the sales and marketing tasks we as a team thought of few suggestions, which
would put the company on fast track mode.

The company is already actively looking for the corporate tie-ups but they can be more
aggressive on advertising and marketing it.

Radio Advertising: As because of the traffic issues in U.A.E you can find that people mostly
spend their time in cars travelling so it’s a good way to target them through radio advertising
and may be sponsoring for any of the games which are usually conducted on - air .

Social Media: Today as the whole world is turned is struck in the social media sites, face book,
twitter, LinkedIn, you tube etc. So, Marblelife can take up digital marketing too for advertising
its product as it will target the right customer and it will spread quickly through number of
shares and likes. It will also create referrals to us.

Newspaper and Free Magazines Advertising: Most of the people in the Middle East market rely
on daily newspaper and advertisement for awareness. It is recorded that more than 70% of the
customer base read the paper every day. It is one of the best ways to reach out to these people,
which can really help the overall sales targets as we are tapping new targets.

These tie ups would bring in more targeted leads for the company. Since all the people falling in
this category and visiting these places have high needs and mostly fall in upper-middle and
upper class segment.

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 REFERENCE

The references taken up by for preparing this company project report:

 Marblelife database provided by the company

 Marblelife website ( http://marblelife.com/.com)

 Team members of Marblelife Gulf, UAE.

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