A

PROJECT REPORT
ON

“STUDY OF RETAILERS SATISFACTION TOWARDS PRODUCTS AND

SERVICES OFFERED BY PEPSI IN JODHPUR CITY”

ACKNOWLEDGEMENT

I express my sincere thanks to Varun Beverages Ltd. and my company project guide Mr.
Shailendra Rastogi, HOS(Head of sales) , for guiding me right from the inception till the
successful completion of the project. I sincerely acknowledge him for extending their
valuable guidance, support for literature, critical reviews of project and the report and
above all the moral support he had provided to me with all stages of this project.
I would also like to thank Mr. Sajjan singh MDC(Marketing Development Coordinator)
and Mr.Gurjeet singh ADC(Area Development Coordinator) for providing me all the
information and support for completion of my project .
I would like to give special thanks to Dr. Rupali Jain(Director) and my project guide
Prof.Shradha Dhingra for giving me support throughout the tenure of my project.

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 MANISH BORANA
PGDM(Marketing)

DECLARATION

I, the undersigned, hereby declare that the Project Report entitled “STUDY OF
RETAILERS SATISFACTION TOWARDS PRODUCTS AND SERVICES
OFFERED BY PEPSI IN JODHPUR CITY” written and submitted by me to SIOM, in
partial fulfilment of the requirement for the award degree of PGDM under the guidance of
Prof. Shradha Dhingra is my original work and the conclusion drawn therein are based on
the material collected by myself.

DATE: SIGNATURE (student)

PLACE:

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 TITLE INDEX

CHAPTER LIST OF CONTENTS PAGE NO.

NO.
1 Executive Summery 5-7
2 Introduction 8-11
3 Objective and Scope of the project 12-13
4 Profiles
4.1Industry Profile 14-39
4.2Company Profile
5 Conceptual Background 40-44
6 Research Methodology 45-49

7 Data analysis and Interpretation 50-68

8 Findings 69-71
9 Suggestions 72-73

10 Limitations of the project 74-75

11 Conclusion 76-77
Bibliography 78

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 Abbreviations 79
Annexure 80-83

CHAPTER-1

EXECUTIVE SUMMARY

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 EXECUTIVE SUMMARY

The project titled “STUDY OF RETAILERS SATISFACTION TOWARDS

PRODUCTS AND SERVICES OFFERED BY PEPSI IN JODHPUR CITY” was done
for Varun Beverages Limited a franchisee of PepsiCo India.
Summer internship is known to be a student’s first brush with cooperate world. This is the
time for the students to put words and theories into action. This opportunity to integrate
classroom learning with real life situation. While doing the project students are placed under
the guidance of a manager who serves as a mentor.

This project report deals with Satisfaction of retailers towards products and services offered
by Pepsi. Using the questionnaire for retailers.
The objectives of this topic are-
.To understand various problems faced by retailers of Pepsi product.
.To analyze complaints of retailers towards products and services of Pepsi.
.To study/identify retailers satisfaction level towards Pepsi products and services.
.To develop effective solution to the problems faced by retailers.
The project is carried out depending on the various data which are obtained from both primary
source (direct interview with retailers) and the secondary sources (the website of the
company, books, and print media).

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Satisfaction is a result of a product related experience and this question reflects the overall
opinion of a consumer’s experience with the product performance. Satisfaction and attitude
are closely related concepts. The psychological concepts of attitude and satisfaction may both
be defined as the evaluation of an object and the individual relationship to it.
Anything that can be offered to a market for attention, acquisition, use, or consumption that
might satisfy a want or need, include physical objects, persons, organizations, and ideas is
called as product.
Services mean the work done by one person which is helpful to another person and these are
intangible in nature. It is an act of help and assistance.
The analysis is made studying the questionnaire and observation which was distributed
among 300 Retailers to find their response about the various questions asked related to the
satisfaction level and problems faced by them, conducted in Varun Beverages Ltd(Pepsi).

The sampling method is using conveyance sampling, the total size of sample is 300 for
retailers. The data and interpretation done through pie chart, percentage, bar diagram and
table.

The major findings of the study are related with the Pepsi products and services offered to
retailers in Jodhpur city which includes the retailer’s stock more products of Pepsi soft drinks
as compare to another company products. Retailers were also satisfied with the distribution
network of Pepsi, information regarding new schemes and discounts. They were also satisfied
with the sales person of Pepsi. The retailers were dissatisfied with the credit facilities provided
by Pepsi in Jodhpur city.

The few suggestions for Pepsi from the researcher are-

Delivery of goods should be increased in number for proper catering in the entire area of
Jodhpur Central region effectively and efficiently.
The company should supply its glow sign board, banners etc.as an advertisement media to
the retailers of few areas, which will as usual for satisfaction of retailers.
Credit facilities should be provided to retailers to satisfy their needs regarding payment.

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The conclusion of the survey is based on the objectives of the study i.e. various problems
faced by retailers of Pepsi product, complaints of retailers towards products and services
of Pepsi, retailers satisfaction level towards Pepsi products and services and effective
solution to the problems faced by retailers.

CHAPTER-2

INTRODUCTION

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 INTRODUCTION

India with a population of more than 100 crores is potentially one of the largest consumer
markets in the world with urbanization and development of economy, tastes and interests
of the people changes according to the advance nation.
Beverage industry is one of the fast growing industries in India. It can be divided into two
sections i.e. carbonated and non -carbonated. The carbonated drinks can be further
classified into Cola, Lemon, Orange, Mango & Apple segments etc.
Marketing includes all the activities like promotion, distribution, advertising etc. to fulfill
the demands of all segments of consumers. Marketing is also convert social needs into
profitable opportunities. So this topic provides all the essentials to the theoretical
knowledge with practical knowledge and to inculcate the efficiency. It is also a requirement
for the company to improve its service and product quality to achieve the ultimate goal.
Marketing is about winning this new environment. It is about understanding what
consumer’s wants a supplying its more efficiency and more conveniently.
India where more than 50% of the total population exists below poverty line the consumer
can’t afford such high price for soft drinks. As a result the trading activities of the soft
drinks industry are concentrated in and around big cities and town where the purchasing
power of population is considered comparatively high.
Soft drinks industries in India has annual sale of about 5000 crores with per capita
consumption of soft drinks at a low of eight bottles per annum is due to price factor.
So, marketing is both philosophy and technology. It is technology because it suggests ways
and means for effective production and distribution of goods and services in the market to
give maximum satisfaction to the consumer.
In this regard the marketing management with have to apply to marketing technology in
the conceptual philosophy of a system.
It is the process of system analysis in the marketing management for effective research
and can be defined, “systematic objective and exhaustive study of tasks relevant to any
problem in the field of marketing”
PepsiCo is one of the oldest, largest and most successful beverage and snack food
companies in the world. Caleb Bradham founded PepsiCo in 1902 in USA. Today PepsiCo

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and its affiliates operate in more than 140 countries in the world and generate revenues in
excess of $ 40 Billion. In its pursuit of never ending growth and expansion, PepsiCo entered
India in 1989 in a joint venture with Punjab Government. However, PepsiCo India very
soon started its beverage operations in collaboration with the R K Jaipuria group.
Soon after entering the beverage segment PepsiCo Established its dominance in the market
owing to its expertise in sales, marketing, operations and local collaboration. PepsiCo
maintained its market dominance for many more years to come. However, this advantage
slipped and PepsiCo had to concede the market leadership to Coca Cola India. Several
actors were responsible for this development. But, the most important are;
 Ad campaigns targeting regional markets.
 Discontinuation of Slums in the distribution network by PepsiCo. This move by
PepsiCo adversely affected its position of a market leader because while PepsiCo
discontinued the use of Slums in its distribution network, Coke continued it and
within one year, it was able to snatch considerable market share from PepsiCo.

 Acquisition of well-established and favored brands like Thums Up and Limca by

Coca Cola India. These two brands still constitute a bulk of sales for Coca Cola
India.
To explore the reasons behind these developments this study will analyze the marketing
initiatives and policies of PepsiCo India in detail with particular focus on its partner
relationship management.
The above-mentioned objectives can be achieved by carrying a proper and planned
research involving different types and methods. The data collected to laid the foundations
for the study and gave a platform for the analysis and findings which lead to the fulfillment
of the objectives.
The data collected for research is primary and secondary. Primary data is collected by
observation, interviews and questionnaires. While secondary data is collected from the
internet through different case studies and reports on the CSD industry. Observation
method was carried in East-Delhi to know the market position and market share of PepsiCo
products. Interviews of people from the sales department were conducted to know the sales
and distribution network and marketing policies of PepsiCo India, while questionnaire

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method was used to know about the customer perception of the slim diet can portfolio.
Secondary data is used to know about the CSD industry and the Company i.e. PepsiCo.
The data collection and analysis paves way for the recommendation ad conclusion of the
study that reveals some important findings regarding the strategy and corporate structure
and strategy of PepsiCo India.

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 CHAPTER-3

OBJECTIVE AND SCOPE

OF
THE PROJECT

OBJECTIVE AND SCOPE OF THE PROJECT

Objective of the Study:

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A project cum training is an essential part of POST GRADUATE DIPLOMA IN
MANAGEMENT (MARKETING) curriculum.
Executive training was undertaken on the following objectives:
 To understand various problems faced by retailers of Pepsi product.
 To analyze complaints of retailers towards products and services of Pepsi.
 To study/identify retailers satisfaction level towards Pepsi products and
services.
 To develop effective solution to the problems faced by retailers.
It also helps to make improvements in service and quality of the Pepsi products, for their
long term existence in the market and earning profit.

Scope of the Study:

The geographical scope of study is limited to areas of Jodhpur city,which includes-
. Bhati circle ratanada . Riaka baugh bus stand
. Circit house road . Umaid palace road
. Police line . Railway station
. Manak chowk . Kapda bazaar
. City police . Sojati gate
. Jalori gate . Johari bazar
. Housing board . Main pal road
. Near national handloom . Kheme ka kua
. Milkman colony
Scope of this project is limited to all the products and services of PEPSI offered byVRAUN
BEVERAGES LTD. Jodhpur.
Functional scope of the study is limited to study of retailers problems, complaints and
finding out their level of satisfaction.

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 CHAPTER-4

COMPANY PROFILE

PROFILES

4.1 INDUSTRY PROFILE:

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INDUSTRY NAME: VARUN BEVERAGES LTD.
ADDRESS: Varun Beverages Ltd.
Riico, Boranada,
Jodhpur.
LOCATION: Jodhpur(Rajasthan)

CSD INDUSTRY OVERVIEW

Varun Beverages Ltd. is a bottling franchisee of PepsiCo in Jodhpur, Rajasthan.which

manufacture the soft drinks of Pepsi and deliver into the market. It is beverages industry
Which manufacture the soft drinks for Pepsi only.
The soda drink and bottled water industry includes more than 3,000 companies that
manufacture and distribute beverages. Only in the USA combined annual revenue is more
than $70 billion. Coca-Cola and PepsiCo hold more than 50 percent of the market,
following strong consolidation in the past decade. Only a few other companies have annual
revenue above $500 million. Most are local or regional manufacturing and bottling
operations with annual revenue under $100 million.
Competitive Landscape:-
Demand for non-alcoholic beverages is driven by consumer tastes and demographics. The
profitability of individual companies depends on effective marketing. Large manufacturers
have economies of scale in production and distribution, with average annual revenue per
production worker close to $1 million. Small companies can compete by producing new
products, catering to local tastes, or selling at lower prices.
Products, Operations & Technology:-
Nonalcoholic beverages include sodas (carbonated soft drinks, or CSD), bottled waters,
juices, and a large variety of mixtures. Sodas account for about 60 percent of the market.
The manufacture and distribution of most national soda brands, including Coke and Pepsi,
is a two-tiered process. The primary manufacturer produces a flavored syrup called
concentrate that is sold to local bottlers who manufacture and distribute the finished

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product. In a typical bottling operation, the flavored syrup, corn syrup (sugar), and filtered
water are mixed in appropriate proportions, carbon dioxide gas is injected, and the finished
soda product is poured into bottles or cans, which are capped, labeled, and packaged.
The two-tiered structure is most efficient for national companies with large volume,
because the manufacturing process is simple and because water, the main ingredient of
sodas, is expensive to ship and is available locally. Smaller companies combine the syrup
production and bottling operations in one plant. For soft drink bottlers, the major raw
materials, aside from the flavored syrup, are corn syrup and containers -- glass bottles,
aluminum cans, or plastic bottles made from polyethylene terephthalate (PET).
Bottlers frequently operate sizable distribution systems, including warehouses and fleets
of specialized delivery trucks. Production and distribution volume is usually measured in
cases of 192 ounces, although actual cases of 12-ounce cans now contain 288 ounces.
Coca-Cola produces more than 4 billion cases of soft drinks per year; PepsiCo, over 3
billion. In addition to producing canned and bottled soft drinks, large manufacturers sell
sweetened syrups to restaurants and other retailers that produce the finished product at the
point of sale by mixing the syrup with carbonated water to produce fountain products.
About 35 percent of Coca-Cola's US product is in the form of fountain sales and 60 percent
in bottled sales.
The manufacturing process for most non-soda beverages is usually more complicated than
the mix-carbonate-and-bottle soda process and therefore isn't usually handled by local
bottlers. In most cases, non-soda products are bottled by the manufacturer and distributed
through the same types of channels--wholesalers, distributors, brokers--used by food
manufacturers, although bottlers may also participate. Bottled waters, a rapidly growing
category of beverage, are either bottled at specific springs or made locally from filtered tap
water.
Manufacturers and bottlers typically operate under contracts, called Bottler Agreements,
that specify the territory within which the bottler has an exclusive right to make, sell, and
distribute the manufacturer's brand in bottles or cans. Fountain products are often sold
separately through wholesalers, under Distributor Agreements. Bottle and fountain
territories may overlap and bottlers may also be fountain distributors. Coca-Cola sells
products through about 80 local bottlers and 500 fountain wholesalers.

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Bottler Agreements usually require that container and packaging materials be bought from
suppliers that are approved by the manufacturer, and that the bottlers not handle competing
products. Agreements also specify the price that the bottler must pay for concentrate. The
manufacturer has no control over the prices the bottler charges customers, and usually isn't
obligated to spend money for marketing or promotions in the bottler's territory. Often,
however, the manufacturer will provide marketing and promotion support. In one year, for
example, Coca-Cola provided about $600 million in marketing support to Coca-Cola
Enterprises, its largest bottler. Many Coke and Pepsi bottlers hold perpetual contracts that
can be terminated only for breach of contract.
The industry depends on technology for developing new products in the labs and packaging
product at the plants. Most bottling plants are highly automated with a combination of
mechanical automation and computerized robotics.
Sales & Marketing:-
Beverage manufacturers, bottlers, and wholesalers sell products through a variety of
channels, such as food and convenience stores, restaurants, vending machines, mass
merchandisers, and institutions, including schools and colleges. Soda bottlers typically
own local vending machines. The marketing approach to each of these channels is quite
different and often includes promotional spending. Large manufacturers may also sell
directly to national accounts and usually advertise on national or regional TV and in print.
Manufacturers typically produce a line of brands and often test and introduce new products
into the market through their existing distribution channels.
Target Segment – Youth:-
The child/youth market is of crucial importance to drinks manufacturers as under-19s
constitute 20-30% of the population in western countries, making them a substantial and
lucrative consumer base. With many life-long consumption habits formed during youth,
gaining high penetration in the children's and teenagers' market is of key importance to
manufacturers with long-term ambitions and growth targets.
Targeting Soft Drinks to Youths enables companies to:
 Assess the size of the soft drinks opportunity by age group
 Understand children's values and motivations and their impact on the soft drinks
market

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  Develop incumbent market position through enhanced targeting and promotion
 Assess trends in new product development in the children's market over the
course of the past 2 years
 Combine business to business executive opinion and local field research
Analysis and Industry Challenges:
In order to survive in this environment, companies must consider the market trends that
will likely shape the industry over the next few years. This will help soft drink companies
to understand the challenges they will encounter and to turn them into opportunities for
process improvement, enhanced flexibility and, ultimately, greater profitability.

CHANNELS OF BEVERAGE INDUSTRY

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The beverage industry is a multi-channel industry. Therefore, soft drink companies have
several types of customers with diverse characteristics:

Modern Trade/Large Chain Retailers

Greater power in negotiating purchases of concentrations and merges direct access to the
consumer and a tendency to protect this relationship from manufacturer intrusion Request
contributions and discounts from brand companies
Small Individual Retailers
Huge number of small point sales. Sometimes buy products directly through cash and carry
or modern trade

Indirect Channel (wholesalers)

Medium-sized organizations as a consequence of aggregation through consortia and
merging

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Playing a fundamental role in beverage distribution
Possess critical information regarding individual points of sale in terms of volume,
assortment, presence of competitor’s beverages, etc.
Due to the complexity of the marketplace, the entire logistical chain must be able to sustain
brands, products and services coherently within the various channels, taking into account
differing points of sale and diverse customer needs. Additionally, each beverage
manufacturer must provide customers with an extensive set of packaging options,
including:
 Tracking product in various package sizes
 Special labeling requirements for customers
 International/domestic packaging
 Tracing / recall capabilities.
 Statutory regulation is increasing.
Governments around the world are concerned about food safety and quality. Periodically,
safety failures make big news in the global press. Amid this growing concern, regulators
are cracking down on sanitation and a variety of other food-safety requirements.
Each soft drink company must take these industry challenges into consideration, as well as
its own strengths and market position, when looking for ways to drive innovation,
accelerate growth and increase margins.

4.2 COMPANY PROFILE

PEPSICO – THE PARENT COMPANY

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PepsiCo, Inc. is one of the world's largest food and beverage companies. The company's
principal businesses include:

 Frito-Lay snacks
 Pepsi-Cola beverages
 Gatorade sports drinks
 Tropicana juices
 Quaker Foods

PepsiCo, Inc. was founded in 1965 through the merger of Pepsi-Cola and Frito-Lay.
Tropicana was acquired in 1998. In 2001, PepsiCo merged with the Quaker Oats Company,
creating the world’s fifth-largest food and beverage company, with 15 brands – each
generating more than $1 billion in annual retail sales. PepsiCo’s success is the result of
superior products, high standards of performance, distinctive competitive strategies and the
high level of integrity of our people.
Pepsi-Cola North America, headquartered in Purchase, N.Y., is the refreshment beverage
unit of PepsiCo Beverages and Foods North America, a division of PepsiCo, Inc. PepsiCo
Beverages and Foods North America also comprises PepsiCo's Tropicana, Gatorade and
Quaker Foods businesses in the United States and Canada.
Pepsi-Cola North America's carbonated soft drinks, including: Pepsi, Diet Pepsi, Pepsi
Twist, Mountain Dew, Mountain Dew Code Red, Sierra Mist, and Mug Root Beer account
for nearly one-third of total soft drink sales in the United States.
Pepsi-Cola North America's non-carbonated beverage portfolio includes Aquafina, which
is the number one brand of bottled water in the United States, Dole single-serve juices and
So Be, which offers a wide range of drinks with herbal ingredients. The company also
makes and markets North America's best-selling, ready-to-drink iced teas and coffees via
joint ventures with Lipton and Starbucks, respectively.
OVERVIEW – PEPSICO

Board of directors of PepsiCo-

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Indra K. Nooyi
(Chairman of the Board and Chief Executive Officer)

Mitch Adamek
(Senior Vice President and Chief Procurement Officer)

Peter A. Bridgman
(Senior Vice President and Controller)

Richard Goodman
(Chief Financial Officer)

Wahid Hamid
(Senior Vice President, Corporate Strategy & Development)

Julie Hamp
(Senior Vice President, PepsiCo Communications)

Mehmood Khan
(Chief Scientific Officer)

Tessa Hilado
(Senior Vice President and Treasurer)

Ronald C. Parker
(Chief Diversity and Inclusion Officer)

Larry D. Thompson
(Senior Vice President, Government Affairs, General Counsel and Secretary)

Cynthia M. Trudell
(Senior Vice President and Chief Personnel Officer)

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Michael D. White
(Chief Executive Officer, PepsiCo International and Vice Chairman, PepsiCo)

PEPSICO INDIA:

Logo:

Products:

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Introduction:

PepsiCo entered India in 1989 and in the span of a little more than a decade it became the
country's largest selling soft drinks company. The Company has invested heavily in India
making it one of the largest multinational investors. The group has built an expansive
beverage, snack food and exports business and to support the operations are the group's 43
bottling plants in India, of which 15 are company owned and 28 are franchisee owned.
PepsiCo stays committed to providing its consumers with top quality beverages. Its diverse
portfolio of brands include the flagship cola brand - Pepsi; Diet Pepsi; 7Up; Mirinda;
Mountain Dew; Slice fruit drink; Tropicana brand 100% fruit juices in various flavours;
Aquafina packaged drinking water; Gatorade plus local brands Lehar Evervess Soda,
Dukes Lemonade and Mangola.
PepsiCo is also a dominant player in the snack food segment in India. PepsiCo's snack food
company Frito-Lay is the leader in the branded potato chip market. It manufactures Lay's
Potato Chips; Cheetos extruded snacks, Uncle Chips; traditional namkeen snacks under the
Kurkure and Lehar brands; and Quaker Oats.
PepsiCo is one of the largest MNC exporters in India and its export business consist of
three categories - agri business, commodities and Pepsi system sales. PepsiCo has made
significant investments with the Punjab Agriculture University to develop a comprehensive
agro-technology program that has helped thousands of farmers across India improve the
yield of their farms and the quality of their agricultural products. PepsiCo has leveraged its
knowledge in contract farming to develop seaweed cultivation in Tamil Nadu and has
partnered with the Government of Punjab to help farmers of the state through the utilization
of developed technology for citrus farming.
As part of its sustainable development initiatives, PepsiCo India has been a committed
leader in the promotion of rain water harvesting, water conservation recycling and the
reduction of effluent discharge. PepsiCo has also established zero waste centers and PET
recycling supply chains and assisted victims of natural disasters. PepsiCo stays dedicated
in its endeavor to develop community outreach programs by supporting rural water supply

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schemes, administering medical camps in villages, providing computers to rural schools
and creating opportunities for women in rural areas through vocational training as an
alternate means of livelihood.

PepsiCo Mission

"To be the world's premier consumer products company focused on convenience foods and
beverages. We seek to produce healthy financial rewards to investors as we provide
opportunities for growth and enrichment to our employees, our business partners and the
communities in which we operate. And in everything we do, we strive for honesty, fairness
and integrity."

PepsiCo in India

PepsiCo entered India in 1989 and has grown to become one of the country’s leading food
and beverage companies. One of the largest multinational investors in the country, PepsiCo
has established a business which aims to serve the long term dynamic needs of consumers
in India.
PepsiCo India and its partners have invested more than U.S.$700 million since the
company was established in the country. PepsiCo provides direct employment to 4,000
people and indirect employment to 60,000 people including suppliers and distributors.
PepsiCo nourishes consumers with a range of products from treats to healthy eats that
deliver joy as well as nutrition and always, good taste. PepsiCo India’s expansive portfolio
includes iconic refreshment beverages Pepsi, 7 UP, Mirinda and Mountain Dew, in addition
to low calorie options such as Diet Pepsi, hydrating and nutritional beverages such as
Aquafina drinking water, isotonic sports drinks - Gatorade, Tropicana100% fruit juices,
and juice based drinks – Tropicana Nectars, Tropicana Twister and Slice. Local brands –
Lehar Evervess Soda, Dukes Lemonade and Mangola add to the diverse range of brands.
PepsiCo’s foods company, Frito-Lay, is the leader in the branded salty snack market and
all Frito Lay products are free of trans-fat and MSG. It manufactures Lay’s Potato Chips,
Cheetos extruded snacks, Uncle Chipps and traditional snacks under the Kurkure and Lehar

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brands. The company’s high fibre breakfast cereal, Quaker Oats, and low fat and roasted
snack options enhance the healthful choices available to consumers. Frito Lay’s core
products, Lay’s, Kurkure, Uncle Chipps and Cheetos are cooked in Rice Bran Oil to
significantly reduce saturated fats and all of its products contain voluntary nutritional
labeling on their packets.

The group has built an expansive beverage and foods business. To support its operations,
PepsiCo has 43 bottling plants in India, of which 15 are company owned and 28 are
franchisee owned. In addition to this, PepsiCo’s Frito Lay foods division has 3 state-of-
the-art plants. PepsiCo’s business is based on its sustainability vision of making tomorrow
better than today. PepsiCo’s commitment to living by this vision every day is visible in its
contribution to the country, consumers and farmers.

Performance with Purpose

Performance with Purpose articulates PepsiCo India's belief that its businesses are
intrinsically connected to the communities and world that surrounds it. Performance with
Purpose means delivering superior financial performance at the same time as we improve
the world.
To deliver on this commitment, PepsiCo India will build on the incredibly strong
foundation of achievement and scale up its initiatives while focusing on the following 4
critical areas that have a business link and where we believe that we can have the most
impact.

PEPSICO INDIA WITH RKJ GROUP

Vision

Being the best in everything we touch and handle.

Mission

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Continuously excel to achieve and maintain leadership position in the chosen businesses;
and delight all stakeholders by making economic value additions in all corporate functions.
It can be said with absolute certainty that the RKJ Group has carved out a special niche for
itself. Our services touch different aspects of commercial and civilian domains like those
of Bottling, Food Chain and Education. Headed by Mr. R. K. Jaipuria, the group as on
today can lay claim to expertise and leadership in the fields of education, food and
beverages.
The business of the company was started in 1991 with a tie-up with Pepsi Foods Limited
to manufacture and market Pepsi brand of beverages in geographically pre-defined
territories in which brand and technical support was provided by the Principals viz., Pepsi
Foods Limited. The manufacturing facilities were restricted at Agra Plant only.
Varun Beverages Ltd. is the flagship company of the group.The group also became the first
franchisee for Yum Restaurants International [formerly PepsiCo Restaurants (India)
Private Limited] in India. It has exclusive franchise rights for Northern & Eastern India. It
has total 46 Pizza Hut Restaurants & 1 KFC Restaurant under its company.
The group added another feather to its cap when the prestigious PepsiCo “International
Bottler of the Year” award was presented to Mr. R. K. Jaipuria for the year 1998 at a
glittering award ceremony at PepsiCo’s centennial year celebrations at Hawaii, USA. The
award was presented by Mr. Donald M. Kendall, founder of PepsiCo Inc. in the presence
of Mr. George Bush, the 41st President of USA, Mr. Roger A. Enrico, Chairman of the
Board & C.E.O., PepsiCo Inc. and Mr. Craig Weatherup, President of Pepsi Cola
Company.

MARKETING MIX / 4 P’S FOR PEPSICO

Marketing Mix has been defined as the set of marketing tools that a firm uses to pursue its
marketing objectives. These tools are classified into four broad groups, namely, Product,
Price, Place and Promotion.
Marketing mix decisions should be made to influence trade channels as well as final
consumers. A firm can alter any of the four P’s accordingly, including changes in the
product and distribution channel as well.

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The four P’s represent the seller’s view of the marketing tools available for influencing
buyers. Whereas from a buyers point of view, each marketing tool is designed to deliver a
customer specific benefits according to his or her requirements

Marketing Variables: The Four P Components of the Marketing Mix

Product Price Promotion Place

Prod. Variety List Price Sales Channels

Quality Discounts Promotion Coverage
Design Allowances Advertising Assortments
Features Payment period Sales Force Locations
Brand Name Credit Payments Pubic Relations Inventory
Packaging Direct Transport
Sizes Marketing
Services
Warranties Four P’s
Returns

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PRODUCT
Pepsi offers different variety of products ranging from carbonated to Non Carbonated Soft
Drinks. These include –

S. No. Products 200ml 250ml 300ml 330ml 500ml 600ml 1000ml 1200ml
2000ml

1 Pepsi                        

2. Pepsi diet                       

3. Pepsi Gold                    

4. Mirinda                       

5. Mirinda Lime                       

6. M. Sorbet                      

 

7. 7 up                       

8. M. Dew                      

 

9. Pepsi Can                      

 

10. 7 Up Can
                      

11. Mirinda Can

                      

12. M. Dew Can

                      

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 13. Diet Can
                      

14. Slice
                    

15. Aquafina
                     

16. Tropicana
                    

17. Everest Lehar

                     

Product Quality:

This is one of the most important aspects that any Co. needs to address. Specially in the
case of Pepsi this is even more important because of the controversies and claims regarding
the CSE report on Pesticides in Pepsi. Therefore pepsi has to maintain stringent quality
norms and standards and norms. Pepsi does that by following one quality standard
worldwide and according to the official website of pepsi, the Co. maintains that :
“At every level of Pepsi-Cola Company, we take great care to ensure that the highest
standards are met in everything we do. In our products, packaging, marketing and
advertising, we strive for excellence because our consumers expect and deserve nothing
less. We promise to work toward continuous improvement in all areas of our organization”.
“At every step of our manufacturing and bottling process, strict quality controls are
followed to ensure that Pepsi-Cola products meet the same high standards of quality that
consumers have come to expect and value from us. We also follow strict quality control
procedures during the manufacturing and filling of our packages. Each bottle and can
undergoes a thorough inspection and testing process. Containers are then rinsed and

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quickly filled through a high-speed, state-of-the-art process that helps prevent any foreign
material from entering the product. Additional quality control measures help to ensure the
integrity of Pepsi-Cola products throughout the distribution process, from warehouse to
store shelf”.
Brand Name:
This is the most important thing any Co. in this Business needs to do if it wants to remain
and succeed in the Business. Pepsi has successfully done that for so many years. Pepsi has
targeted the youth and has invested heavily in advertising and building a brand image (by
launching several campaigns and roping in mega stars such as Shahrukh, Sachin, Ganguly,
Rahul Dravid, Ranbeer Kapoor etc.) that attracts to the youth and this is one of the main
reason for the success of Pepsi.
Packaging and Size:
The products are available in packaging and sizes. This is done to facilitate the use
according to the requirements of the Customer. Different packaging also affects the usage
pattern of the product in various markets. e. g. sale of 2 lt. bottles is high in areas in which
middle and high income group customers stay. But the sale of 200 and 300 ml bottles is
high in areas where people in the lower income group bracket stay. The sale of 600 ml
bottles is high in areas where students etc. stay. Different packaging is also provided for
different products like Tetra Packs, Pet Bottles and Glass Bottles (in 200 and 300 ml).
Services, Warranties, Returns:
There are no warranties and services (post sales) provided for these products but there is
provision of returns in case there is any problem with the product, e.g. leak or burst bottle,
half filled bottle etc. The pet or plastic bottles are returned the same day and a replacement
is provided for the same but in the case of glass bottles the retailer has to collect all the
burst bottles and return it to the salesman around 25th of every month to get a replacement.

PRICE

List Price: The Price of each product is fixed and there is no discrepancy. Salesmen are
not authorized to make any change, alteration or give discounts unless authorized by the
Company.

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Discounts: Discounts are provided to Wholesalers and Slums but there is no discount for
retailers. The discounts are negotiated directly with the Company and the C&F or the
Distributor point is not involved in the price negotiation.
Allowances: Allowances are given to salesmen on achieving their daily targets. This target
is given to every Salesman every day before he goes on his designated route. The Depot In
charge (Sr. C E / C E) gives the target to every salesman in consultation with the TDM.
Payment period and Credit terms: No credit is provided. The payment procedure is not
flexible as the retailers are required to make on the spot payments. At times, they defer the
payment and in that case, the Salesman either shows a shortage or pays the rest of the
amount by himself. The wholesalers are also required to make in advance but at times they
also defer the payment and make the payment at a later date.
PLACE

Channels: ‘Channels are independent organizations involved in the process of making a

product or service available for use or consumption’. There are different intermediaries in
channels that facilitate the availability of goods to the consumer.
Coverage: Two things come under market coverage. These are Market Reach and Market
Penetration.
Market Reach can be termed as accessibility and Market Penetration can be termed as
Frequency.

PROMOTION

Sales Promotion: This is the most frequently used form of promotion which is used to
increase the sale of the selected product. These promotions are used from time to time
depending upon the sale of the products. If the sale of any particular product declines or
shows a declining trend then a suitable Sales Promotion Campaign is launched to increase
the sale of that product.
Advertising: Advertising is done by PepsiCo. COBO (Company owned Bottling
Operations) and FOBO (Franchisee owned Bottling Operations) have no say in the

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advertising campaigns and their planning. The advertising account of Pepsi is handled by
JWT (J Walter Thomson) in association with the Corporate office of PepsiCo India.
Sales Force:
There is a dedicated sales force at every C&F and Distributor point. Every Salesman is
assigned a specific route that he has to cover every day. The Salesman has to take care of
all the Shops on the designated route and address and inform (to the Sr. CE / CE) about
any issue any retailer has on the route. The Salesmen are also assigned the task of providing
all the information to the retailers regarding the daily schemes and the details of all the
promotion schemes launched from time to time. These include informing the retailer about
the promotional scheme, registration for the scheme, terms and conditions of the scheme
etc. The Salesman is also assigned the task of registering maximum possible outlets on his
assigned route.
Public relation:
This is one important aspects related to the success of PepsiCo in India. Pepsi believes in
maintaining good and healthy relations with all its Channel partners and every other person
in the value chain. This has helped Pepsi in maintaining an extremely competitive position
in the market in spite of the continuous onslaught from Coca Cola.

INTERNATIONAL HISTORY OF PEPSICO

1893--Caleb Bradham, a young pharmacist from New Bern, North Carolina, begins
experimenting with many different soft drink concoctions; patrons and friends sample them
at his drugstore soda fountain.

1898--One of Caleb's formulations, known as "Brad's Drink," a combination of carbonated

water, sugar, vanilla, rare oils and cola nuts, is renamed "Pepsi-Cola" on August 28, 1898.
Pepsi-Cola receives its frist logo.

1902-- Bradham applies for a trademark with the U.S. Patent Office, Washington D.C., and
forms the first Pepsi-Cola Company.

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1905--Pepsi-Cola's first bottling franchises are established in Charlotte and Durham, North
Carolina. Pepsi receives its new logo, its first change since 1898.

1934--A landmark year for Pepsi-Cola. The drink is a hit and to attract even more sales,
the company begins selling its 12-ounce drink for five cents (the same cost as six ounces
of competitive colas).
Caleb Bradham, the founder of Pepsi-Cola and "Brad's Drink," dies at 66 (May 27th,
1867-February 19th, 1934).

1941-The New York Stock Exchange trades Pepsi's stock for the first time.
In support of the war effort, Pepsi's bottle crown colors change to red, white, and blue.

1960-Young adults become the target consumers and Pepsi's advertising keeps pace with
"Now it's Pepsi, for those who think young."

1963- Pepsi-Cola continues to lead the soft drink industry in packaging innovations, when
the 12-ounce bottle gives way to the 16-ounce size. Twelve-ounce Pepsi cans are first
introduced to the military to transport soft drinks all over the world.

1965-Expansion outside the soft drink industry begins. Frito-Lay of Dallas, Texas, and
Pepsi-Cola merge, forming PepsiCo, Inc. Military 12-ounce cans are such a success that
full-scale commercial distribution begins.

1970-Pepsi introduces the industry's first two-liter bottles. Pepsi is also the first company
to respond to consumer preference with light-weigh, recyclable, plastic bottles.

1984-Pepsi advertising takes a dramatic turn as Pepsi becomes "the choice of a New
Generation."

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1985-After responding to years of decline, Coke loses to Pepsi in preference tests by
reformulating. However, the new formula is met with widespread consumer rejection,
forcing the re-introduction of the original formulation as "Coca-Cola Classic." The cola
war takes "one giant sip for mankind," when a Pepsi "space can" is successfully tested
aboard the space shuttle.

1991- Pepsi introduces the first beverage bottles containing recycled polyethylene
terephthalate (or PET) into the marketplace. The development marks the first time recycled
plastic is used in direct contact with food in packaging.

1992- Pepsi-Cola and Lipton Tea Partnership is formed. Pepsi will distribute single serve
Lipton Original and Lipton Brisk products.

1994- Pepsi Foods International and Pepsi-Cola International merge, creating the PepsiCo
Foods and Beverages Company.

1997-- PepsiCo. announces that it will spin off its restaurant division to form Tricon Global
Restaurants, Inc. Including Pizza Hut, Taco Bell, & KFC, it will be the largest restaurant
company in the world in units and second-largest in sales.
1998-- Pepsi celebrates its 100th anniversary.

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 SWOT ANALYSIS

After doing 50 days field work and survey I can take it out the SWOT analysis for VARUN
BEVERAGES LTD. and PEPSI Brand.

Strength

 VARUN Beverages Ltd. is Franchisee Owned Bottling Organization

(FOBO) of world’s famous cold drink company Pepsi.
 VBL uses state art and fully automatic machines and technology for the
production and bottling of the soft drink.
 It has a very strong network and built market and currently holds all the
parts of the state.
 It has wide range of product varieties & takes back breakage, burst bottles
etc.
 Though it has strong brand equity, brand image, it can survive in the most
competitive situation.
 It has built market & market share and holds more % with respect to its
competitors.
 Customer retention and satisfaction after sales is good.

Weakness

 No cost cutting program for the products.

35 | P a g e
  Promotional activities in the rural market are not up to the mark as compared
to the urban market.
 Brand Pepsi in the cola flavor is one of the popular lagging behind its
nearest competitor, only due to high sugar content and less thrilling taste.
 Lacking of communication with retailers.
 Timing of distribution is not very good.
 The cooling system is not distributed properly.
Opportunities

 Although in the cola market there are many competitors, Pepsi still has the
opportunity to enlarge its market share because the cola in the market is
quite monotonic. Most of the end user is young people. There are still some
people who do not like the taste of the cola. So we can try to provide some
other taste of cola such as adding some lime juice. We can change the flavor
in order to meet different taste of different people.
 New innovative idea for advertisement like road show like “ bheja fry 7up
try” & mountain dew campaign.

Threats

 As to the threats, all of us know that Pepsi-Cola and Coca-Cola have the
competition for about 80 years. Although Pepsi-Cola have won several
times during this competition. The market share of Pepsi-Cola is a little bit
smaller than Coca-Cola.
 There is another threat now a days, some local cold drinks such as Fruit
bear,parle and Saras Dairy have takes their feet in the market.
 One of the products of their competitors in clear lime and lime flavor as a
very good in market share due to its taste.

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 Coca-Cola is now spending more & more to boost up the market share &
sale.

SALES AND DISTRIBUTION NETWORK OF PEPSICO INDIA

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 COMPANY

COBO FOBO

WAREHOUSE

C&F DISTRIBUTOR

SALESMEN SALESMEN

WHOLESALER SLUMS RETAILER

RETAILER CUSTOMER

CUSTOMER

38 | P a g e
Initially the focus of the Company remains on reaching all the markets and then the
Company shifts its focus on increasing the frequency of sales in the respective markets so
that the sales and profitability of the Company can be increased.

Company (PepsiCo): PepsiCo India provides the salt to all the bottling plants in the
Country that carry out the bottling operations.
COBO: These are Company owned bottling operations operating directly under the
Company. Out of 32 bottling plants, PepsiCo owns 15.
FOBO: These are Franchise owned bottling operations. R K Jaipuria group does all the
franchisee-bottling operations for PepsiCo India; currently R K J Group has 17 bottling
plants for Pepsi.
Warehouses: These are Company or franchisee owned warehouses spread over various
locations that cover the respective territories and come under the purview of their
respective Area or Territory Offices. Stocks are sent from the bottling plants to these
warehouses, from where they are sent to the C & F centers and Distributor Points.
C & F Centers: These are the biggest centers in the distribution network and receive
proper assistance from the Company (either COBO or FOBO). The C & F center is owned
by a private player and not by the Company. The vehicles (Delivery Vans) are owned by
the Company, and the Salesmen at the C & F points are on the Company Payroll.
Distributors: These are small, compared to C & F centers. Everything at the Distributor
point owned and managed by the distributor, even the salespersons are on the Distributors
payroll.
Wholesalers: These are smaller than C & F centers and Distributor points and get the stock
directly from the Company or Franchisee. They get their stock directly from the Company
and thus get special rates and extra discounts from the Company.

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 CHAPTER-5

CONCEPTUAL

BACKGROUND

CONCEPTUAL BACKGROUND

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Satisfaction-

“satisfaction measures how well a company's products or services meet or exceed

individual expectations. These expectations often reflect many aspects of the company's
business activities including the actual product, service, company, and how the company
operates in the global environment. Satisfaction measures are an overall psychological
evaluation that is based on the individual lifetime of product and service experience.”

Satisfaction Measurement: Overall Measures of Satisfaction-Satisfaction measures involve

three psychological elements for evaluation of the product or service experience: cognitive
(thinking/evaluation), affective (emotional-feeling/like-dislike) and behavioral
(current/future,actions).
Customer satisfaction usually leads to customer loyalty and product repurchase. But
measuring satisfaction is not the same as measuring loyalty. Satisfaction measurement
questions typically include items like:

1. An overall satisfaction measure (emotional):

Satisfaction is a result of a product related experience and this question reflects
the overall opinion of a consumer's experience with the product's performance.
Note that it is meaningful to measure attitudes towards a product that a consumer
has never used, but not satisfaction for a product or brand that has never been
used.
2. A loyalty measure (affective, behavioral):
3. A series of attribute satisfaction measures (affective and cognitive):
Satisfaction and attitude are closely related concepts. The psychological concepts
of attitude and satisfaction may both be defined as the evaluation of an object and
the individual's relationship to it. The distinction is that satisfaction is a "post
experience" evaluation of the satisfaction produced by the product's quality or
value.
4. Intentions to repurchase (behavioral measures):
Satisfaction can influence post-purchase/post-experience actions other than usage
(such as word of mouth communications and repeat purchase behavior).

41 | P a g e
 Additional post-experience actions might include product or information search
activity, changes in shopping behavior and trial of associated products.

As shown in Figure, customer satisfaction is influenced by perceived quality of product

and service attributes, features and benefits, and is moderated by customer expectations
regarding the product or service. Each of these constructs that influence customer
satisfaction need to be defined by the researcher.

How to satisfy a Retailer-

Providing better goods and services to retailers.

42 | P a g e
Proper distribution of products.

By providing good margin on purchasing of the products.

To provide new schemes, discounts, gifts and offer to retailers.

Creating brand loyalty through timely delivery of goods and in right amout.

To solving the problems of the retailers regarding credit facilities, sales person, information
and profit margin.

Product –

Product is the need-satisfying offering of a firm. “Anything that can be offered to a market
for attention, acquisition, use, or consumption that might satisfy a want or need, include
physical objects, persons, organizations, and ideas is called product.”
A product represents the promise a company makes to satisfy one or more physiological
need of the market at a given moment.
Way of defining a product-
Product- variety, quality, design, features, brand name, packaging, sizes, services,
warranties and returns.
Classification of the product-
1. Durability and tangibility-
Durable goods
Non durable goods
2. Industrial goods-
Material and parts
Capital items
Dimensions of product mix-
Width- different product lines.
Length- total no. of items in mix.
Depth- variants offered of each product in the line.
Consistency- closely related the various product lines are in end use.
Service-

43 | P a g e
Service is any act or performance that one party can offer to another that is essentially
intangible and does not result in any ownership of anything. Its production may or may not
be tied to physical products.

Services are known as three extended p’s of marketing mix-

People- Selection, training, and motivation of employees.
Process- Service companies can choose different processes to deliver their service.
Physical evidence- Actual experience of service.
Characteristics of services-
1. Intangibility- services are intangible in nature which cannot be seen. Tasted, felt,
heard, or smelled before purchase.
2. Inseparability- services are produced and consumed simultaneously, these are not
separated from the manufacturer.
3. Variability- it is also called as heterogeneity. Services highly variable in nature.
4. Perishability- services cannot be stored for sale in future because these are
perishable in nature.
Some types of services-
Banking and Stock broking.
Health care.
Insurance.
News and Entertainment.
Transportation.
Postal service.
Education.
Professional( law, architecture, consulting)
Wholesaling and Retailing.

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 CHAPTER-6

RESEARCH

METHODOLOGY

RESEARCH METHODOLOGY

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Research is an art of scientific investigation. It is defined as “A careful investigation or
enquiry especially through search for new facts in any branch of knowledge.”
Research methodology is considered as the nerve of the field work or any project. Without
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 box for drawing conclusion and getting result.
Therefore, research methodology is the way to systematically solve the research problem.
Research methodology not only talks of the methods but also logic 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.
Definition
“Marketing research is a systematic gathering, recording and analysis of marketing problem
to facilitate decision making”. Coundiff & Still
“Marketing research is a systematic problem analysis, model building and fact finding for the
purpose of important decision making and control in the marketing of goods and services.”
Phillip Kotler

MAIN STEPS INVOLVED IN MARKETING RESEARCH

Defining the Marketing Problem to be tackled and identifying the market research problem
involved in the task.
(1) Define the problem and its objectives.
(2) Identify the problem.
(3) Determine the information needed.
(4) Determine the sources of information.
(5) Decide research methods.
(6) Tabulate, Analyze and Interpret the data.
(7) Prepare research report.
(8) Follow-up the study.
Descriptive research

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It is well structured. It can be complex a high degree of scientific skill on the demanding a
high degree of scientific skill on the part of the researcher. It can be taken in certain
circumstances. When the researcher is interested in knowing the characteristic of certain
groups such as age, sex, education level, occupation or income a descriptive study may be
necessary.
RESEARCH DESIGN
Research design is important primarily because of the increased complexity in the market as
well as marketing approaches available to the researchers. In fact, it is the key to the evolution
of successful marketing strategies and programmers. It is an important tool for study buyer’s
behavior, consumption pattern, selling pattern, brand loyalty, and focus market changes.
SAMPLING METHOD
Sample design is a definite plan of obtaining some items from the whole population. The
sample design used in this project is two state sampling i.e. cluster sampling and convenience
sampling. The total sample size was 300 retailers.
Convenience sampling
This type of sampling is chosen purely on the basis of convenience and according to
convenience. Researcher visited retailers, malls stores.

SAMPLING DESIGN
Survey for Retailer’s
Sampling techniques - Non probability sampling (Convenience)
Sample unit - Retailer’s those are selling soft drinks.
Sample size - 300 retailers.
Method - Interview through structured Questionnaire.
Data analysis method - Pie chart, Bar, Percentage.
Area of survey - Jodhpur city

Data-sources-

47 | P a g e
 Retailers/Dealers (Cold drinks stalls, Ice stalls, Hotels, Restaurants Sweet shop, Pan
Shop, General Stores, Telephone Booths etc.) Depot internal Company’s Records etc.

DATA COLLECTION METHOD

There are two types of data Viz., Primary Data and Secondary Data. The primary data are
those which are collected a fresh and for the first time and thus happen to be original in
character. The secondary data, on the other hand, are those which have already been passed
through statistical process while doing our research I had taken the help of both primary data
as well as secondary data for analyzing the results.

METHOD FOR COLLECTING PRIMARY DATA

During survey the primary data collected from structured Questionnaire. In this survey
method a questionnaire is personally given to the respondent from the selected sample with
a request to answer the questions and return the questionnaire. A questionnaire consists of
number of questions relevant to the research problem, printed or typed in a definite order
on the form or sets of forms. The questionnaire is personally provided to respondents under
the guidance of the researcher, who are then expected to read, understand and write down
the reply in the space meant for answering various questions in the questionnaire itself.

SOURCES FOR COLLECTING SECONDARY DATA

Secondary data collected from various magazines, internet and various books. For the
collection of secondary data various articles and researches from news journals, company
internal records, and personal researches relevant to the research problem have been included.
All the findings and conclusion obtained on the survey done in the working area. With the
limit, I tried my best to select the sample representative of the whole group. During my job
training I maintained different routes during my dealer survey. I have collected data from
the Depot of JODHPUR under the organization itself.
QUESTIONNAIRE
This is the most popular tool for the data collection. Researcher designed questionnaire
according to the topic and objective of the research project, researcher used three type
questionnaire methods into data collection, i.e.

48 | P a g e
  Multiple choice questions
 Open end questions
 Dichotomous

Multiple Questions
Multiple questions researcher used because many option in this kind of questions and easy
for getting response from respondent. Researcher used 16 multiple questions.
Questions of this type offer the respondents an alternative to choose the right answer among
others. It is faster, time saving and less biased. It’s also simplifies the tabulating process.
Open end Questions
Open end question basically put know about respondent answer in there form, but most of the
respondent just blank it, and go with another question. One open end question used in this
project.
In this type respondent are free to answer in their own words and express the ideas they think
are relevant
Dichotomous
Dichotomous question very simple and any one can able to answer that particular question
teenage, young and old. Two dichotomous questions used in this project.
These are the questions which are Boolean in nature. These answers are straightforward and
respondent have to answer them in a straight way. That means the answer can only be either
‘Yes’ or ‘No’.

49 | P a g e
 CHAPTER-7

DATA ANALYSIS
AND
INTERPRETATION

DATA ANALYSIS

STOCK AND SALE OF SOFT DRINKS

RESULT NO. OF RETAILERS %

50 | P a g e
 YES 300 96%
NO 11 4%
TOTAL 311 100%

STOCK AND SALE

4%

YES
NO
96%

Interpretation:-
96% retailers stock and sale the soft drinks.
Rest 4% retailers did not sale the soft drinks.
Inference:-
From this above chart researcher found that majority of retailers stock and sale soft drinks.

BRAND OF SOFT DRINK YOU STOCK IN YOUR OUTLET

SOFT DRINK BRANDS NO. OF RETAILERS %

(OUT OF 300)
PEPSI 300 100%
COKE 244 81%
PARLE 90 30%
OTHER 20 7%

51 | P a g e
 SOFT DRINKS AVIALABLE
100%
100%
90% 81%
80%
% OF RETAILERS

70%
60%
50% BRAND
40% 30%
30%
20% 7%
10%
0%
PEPSI COKE PARLE OTHER
.
.

Interpretation:-
100% of retailers stock Pepsi.
81% of retailers stock Coke.
30% of retailers stock Parle drinks.
And remaining 7% retailers maintain stock of other soft drinks.
Inference:-
From the above bar graph the researcher found that sale of Pepsi soft drink products is
higher than other soft drinks.

PRODUCTS OF PEPSI MAINLY SOLD BY YOU

PRODUCTS NO.OF RETAILERS %

PEPSI-7UP 41 14%
PEPSI-DEW 13 4%
PEPSI-MIRINDA 34 11%
ALL 212 71%
TOTAL 300 100%

52 | P a g e
 PEPSI PRODUCTS SOLD

80%
71%
70%

60%
% OF RETAILERS

50%
PRODUCTS
40%

30%

20%
14%
11%
10%
4%

0%
PEPSI-7UP PEPSI-DEW PEPSI-MIRINDA ALL
.

Interpretation:-
Out of 300 retailers-
14% retailers sold the product combination of Pepsi and 7up.
4% retailers sold the Pepsi and Dew.
11%retailers sold combination of Pepsi and Mirinda products.
Rest 71% retailers sold combination of all the products together.
Inference:-
From the analysis the researcher found that the percentage of all products sold was very
high as compare to other combination.

PEPSI PRODUCTS MAINLY STORED AND SOLD AS PER VOLUME OF

PACK

PACK 200 ML 300 ML 500 ML 2LTRS TOTAL

RETAILERS 23 137 67 73 300
% 8% 46% 22% 24% 100%

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 PACK STORED AND SOLD

46%
50%
45%
40%
35%
% OF RETAILERS

24% PACK
30%
22%
25%
20%
8%
15%
10%
5%
0%
200ML 300ML 500ML 2LTRS
.

Interpretation:-
Out of 300 retailers-
8% retailers sold 200ml packs.
46% retailers sold 300ml packs.
22% retailers sold 500ml packs.
24% retailers sold 2ltrs packs.
Inference:-
From this question it was observed that the pack of 300 ml. was more stored and sold by
the retailers which is followed by pack of 2 ltrs.

KIND OF SIGN BOARD 0F PEPSI PROVIDED BY THE COMPANY

SIGN GLOW FLEX DEALERS NO SIGN TOTAL

BOARD SIGN BOARD BOARD BOARD
BOARD
RETAILERS 55 195 43 7 300
% 18% 65% 15% 2% 100%

54 | P a g e
 SIGN BOARD

2%

15% 18%

GLOW SIGNBOARD
FLEX BOARD
DEALERS BOARD
65% NO SIGN BOARD

Interpretation:-
Out of 300 retailers-
18% retailers had glow signboard provided by Pepsi.
65%retailers had flex signboard.
15% retailers had dealers board on their outlet.
Remaining 2% retailers did not have any signboard.
Inference:-
From this question the researcher found that Pepsi had provided maximum no. of flex sign
board to retailers which is followed by glow sign board.

AVAILABILITY OF PEPSI VISI COOLER

VISI COOLER YES NO TOTAL

NO. OFRETAILERS 209 91 300
% 70% 30% 100%

55 | P a g e
 VISI COOLERS AVAILABLE

30%

YES
NO
70%

Interpretation:-
Out of 300 retailers-
70% retailers had Pepsi visi coolers.
30% retailers did not have visi coolers of Pepsi.
Inference:-
From the above pie chart, it was found that majority of the retailers had Pepsi visi coolers.

SATISFIED WITH THE SERVICES RENDERED BY PEPSI SALES MAN

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 SATISFACTION HIGHLY SATISFIED NEUTRAL DIS HIGHLY TOTAL
LEVEL SATISFIED SATIFIED DIS
SATISFIED
NO. OF 48 178 23 35 16 300
RETAILERS
% 16% 59% 8% 12% 5% 100%

SERVICES OF PEPSI SALES MAN

59%
60%

50%
% OF RETAILERS

40%

30% SATISFACTION
LEVEL
20% 16%
8% 12%

10% 5%

0%
HIGHLY SATISFIED
SATISFIED NEUTRAL DIS SATIFIED
HIGHLY DIS SATISFIED
.
.

Interpretation:-
16% retailers were highly satisfied with the services rendered by Pepsi sales man.
59% were satisfied and 12% were not satisfied with the sales man of Pepsi.
Inference:-
It was found that most of the retailers were satisfied with the services provided by the sales
man.

ORDERED GOODS RECEIVED ON RIGHT TIME AND IN RIGHT QUANTITY

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 TIME PERIOD ALWAYS SOMETIMES NEVER TOTAL
NO. OF 230 34 36 300
RETAILERS
% 77% 11% 12% 100%

RECEIVED GOODS ON TIME AND IN RIGHT QUANTITY

80% 77%

70%

60%
% OF RETAILERS

50%
TIME PERIOD
40%

30%

20% 11% 12%

10%

0%
ALWAYS SOMETIMES NEVER
.

Interpretation:-
Out of 300 retailers-
77% retailers received the ordered goods on time.
11% retailers sometimes received on time and 12% retailers never received on time.
Inference:-
So the researcher observed that Pepsi provided goods on right time and in right quantity
as it is mention in the above chart.

FREQUENCY OF PEPSI SALESMAN’S VISITS AT STORE

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 FREQUENCY DAILY ALTERNATIVE WEEKLY FORTNIGHTLY NEVER TOTAL
OF VISITING DAYS
NO. OF 169 71 24 28 8 300
RETAILERS
% 56% 24% 8% 9% 3% 100%

FREQUENCY OF VISITING AT STORE

60% 56%
% OF RETAILERS

50%

40%

30% 24%

20% 8% 9%
10% 3%

0%

FREQUENCY OF VISITING

Interpretation:-
Out of 300 retailers-
56% of retailers responded that Pepsi sales man visits on daily basis.
24% retailers responded that Pepsi sales man visits on alternative days.
Weekly visits for 8% retailers and fortnightly visits for 9% retailers.
3% retailers responded that sales man never visits at store.
Inference:-
From this question it was observed that the Pepsi sales man visited the store more on
daily basis which is followed by alternative days visits.

SATISFACTION LEVEL WITH PEPSI SALES PERSON

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 SATISFACTION HIGHLY SATISFIED NEUTRAL DIS HIGHLY DIS TOTAL
LEVEL SATISFIED SATISFIED SATISFIED
NO. OF 55 128 38 67 12 300
RETAILERS
% 18% 43% 13% 22% 4% 100%

SATISFACTION LEVEL WITH SALES PERSON

43%
45%
40%
% OF RETAILERS

35%
30%
22%
25%
18%
20%
13%
15%
10% 4%
5%
0%
HIGHLY SATISFIED
SATISFIED HIGHLY DIS SATISFIED SATISFACTION
NEUTRAL DIS SATISFIED
LEVEL
.

Interpretation:-
Out of 300 retailers-
18% retailers were highly satisfied with sales person.
43% retailers were satisfied with sales person.
22% retailers were dissatisfied and 4% retailers were highly dissatisfied with sales
person.
Inference:-
The researcher found that more no. of retailers was satisfied with the sales person which
is followed by the dissatisfied retailers.

60 | P a g e
 SATISFIED WITH THE INFORMATION PROVIDED BY THE PEPSI SALES
PERSON REGARDING NEW SCHEMES AND DISCOUNTS

SATISFACTION HIGHLY SATISFIED NEUTRAL DIS HIGHLY DIS TOTAL

LEVEL SATISFIED SATISFIED SATISFIED
NO. FO 119 80 23 68 1O 300
RETAILERS
% 39% 27% 8% 23% 3% 100%

SATISFACTION WITH INFORMATION ON NEW

SCHEMES AND DISCOUNTS

45%
39%
40%

35%
% OF RETAILERS

27%
30%
23%
25%

20%

15%
8%
10%
3%
5%

0%
HIGHLY SATISFIED NEUTRAL DIS HIGHLY DIS
SATISFIED SATISFIED SATISFIED
SATISFACTION
LEVEL
.

Interpretation:-
Out of 300 retailers-
39% retailers were highly satisfied with the information provided by the sales man
regarding to new schemes and discounts.
27% were satisfied and 23% were dissatisfied with the sales man.
3% were highly dissatisfied.
Inference:-
From this question the researcher found that the retailers were highly satisfied with the
information provided regarding to new schemes and discounts by Pepsi sales man.

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 SCHEME OF PEPSI YOU LIKE MOST

SCHEMES REFILLING SCRATCH FREE DISPLAY TOTAL

SCHEME CARD BOTTLE SCHEME
NO.OF 125 19 90 66 300
RETAILERS
% 42% 6% 30% 22% 100%

SCHEMES

22%
REFILLING SCHEME
42%
SCRATCH CARD
FREE BOTTLE
DISPLAY SCHEME
30%

6%

Interpretation:-
Out of 300 retailers-
42% retailers like refilling scheme.
30% retailers like free bottle scheme.
Display scheme for 22% of retailers.
Scratch card scheme for rest 6% of retailers.
Inference:-
It was found that more no. of retailers preferred refilling scheme which is followed by free
bottle scheme.

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 SATISFIED WITH THE CREDIT FACILITIES PROVIDED BY PEPSI

SATISFACTION HIGHLY SATISFIED NEUTRAL DIS HIGHLY TOTAL

LEVEL SATISFIED SATISFIED DIS
SATISFIED
NO. OF 35 75 28 144 18 300
RETAILERS
% 12% 25% 9% 48% 6% 100%

CREDIT FACILITIES PROVIDED BY PEPSI

50% 48%

45%
40%
% OF RETAILERS

35%
30% 25%
25%
20%
15% 12%
9%
10% 6%
5%
0%
HIGHLY SATISFIED NEUTRAL DIS HIGHLY SATISFACTION LEVEL
SATISFIED SATISFIED SATISFIED
.

Interpretation:-
48% retailers were dissatisfied with the credit facilities provided by Pepsi.
25% retailers were satisfied with credit facilities.
12% were highly satisfied and 6% retailers were highly dissatisfied with credit facilities of
Pepsi.
Inference:-
From this question the researcher found that more no. of retailers were dissatisfied with the
credit facilities given by Pepsi.

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 SATISFIED WITH THE DISPLAY AND SEASONAL SCHEMES OF PEPSI

SATISFACTION HIGHLY SATISFIED NEUTRAL DIS HIGHLY TOTAL

LEVEL SATISFIED SATISFIED DIS
SATISFIED
NO. OF 52 135 29 63 21 300
RETAILERS
% 17% 45% 10% 21% 7% 100%

DISPLAY AND SEASONAL SCHEMES

45%

45%
40%
% OF RETAILERS

35%
30%
21%
25% SATISFACTION LEVEL
17%
20%
10%
15%
7%
10%
5%
0%
HIGHLY SATIFIED NEUTRAL DIS HIGHLY
SATISFIED SATISFIED SATISFIED

Interpretation:-
45% retailers were satisfied with the display and seasonal schemes of Pepsi.
21% retailers were dissatisfied with the display and seasonal schemes of Pepsi.
17% were highly satisfied and 7% were highly dissatisfied with the Pepsi display and
seasonal schemes.
Inference:-
From the above question the researcher observed that more no. of the retailers were
satisfied with the display and seasonal schemes provided by Pepsi which is followed by
dissatisfied retailers.

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 RATING OF PEPSI PRODUTS AND SERVICES ON CERTAIN PARAMETERS

PARAMETERS/ HIGHLY SATISFIED NEUTRAL DIS HIGHLY DIS TOTAL

RATINGS SATISFIED SATISFIED SATISFIED

STOCK 83 135 36 28 18 300

DELIVERY
EMERGENCY 34 111 45 54 56 300
ORDER
AVAILABILITY 65 123 22 58 32 300
OF PACKS
SCHEMES AND 105 79 41 56 19 300
OFFERS

PARAMETERS OF RATING

137
NO. OF RETAILERS

123
105 111

83 79
65
54 58 56 56
45 41
34 36 32
22 28
18 19

HIGHLY SATISFIED NEUTRAL DIS SATISFIED HIGHLY DIS

SATISFIED SATISFIED

STOCK DELIVERY EMERGENCY ORDER

AVAILABILITY OF PACKS SCHEMES AND OFFERS
.

Interpretation:-
137 retailers were satisfied with stock delivery, 123 retailers satisfied with availability of
packs,105 retailers were highly satisfied with schemes and offers, 111 retailers were
satisfied with emergency order. These are the highest parameters rating of Pepsi products
and services.
Inference:-
From the above graph the researcher found that more no. of retailers was highly satisfied
with the schemes and offers given by Pepsi. The retailers were satisfied in Stock delivery,
Emergency order and Availability of packs of Pepsi products and services.

65 | P a g e
 SATISFIED WITH THE DISTRIBUTION NETWORK OF PEPSI

SATISFACTION HIGHLY SATISFIED NEUTRAL DIS HIGHLY TOTAL

LEVEL SATISFIED SATISFIED DIS
SATIFIED
NO.OF 45 133 20 70 32 300
RATAILERS
% 15% 44% 7% 23% 11% 100%

DISTRIBUTION NETWORK OF PEPSI

44%
45%
40%
% OF RETAILERS

35%
30% 23%
25%
20% 15%
15% 11%
10% 7%
5%
0%
HIGHLY SATISFIED NEUTRAL DIS HIGHLY DIS SATISFACTION
SATISFIED SATISFIED SATISFIED LEVEL
.

Interpretation:-
Out of 300 retailers-
44% retailers were satisfied with the distribution network of Pepsi.
23% retailers were dissatisfied and 15% retailers were highly satisfied with distribution
network of Pepsi.
11% retailers were highly dissatisfied with the distribution network of Pepsi.
7% retailers responded that they can’t say.
Inference:-
From this question it was observed that more no. of retailers was satisfied with the
distribution network of Pepsi which is followed by dissatisfied retailers.

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 SATISFIED WITH THE MEETINGS ORGANISED BY THE COMPANY

SATISFACTION FULLY PARTIALLY NOT AT TOTAL

LEVEL SATISFIED SATISFIED ALL
NO. OF 147 126 27 300
RETAILERS
% 49% 42% 9% 100%

MEETINGS ORGANISED BY THE COMPANY

NOT AT ALL
9%

PARTIALLY
SATISFIED
42%
FULLY
SATISFIED
49%

Interpretation:-
Out of 300 retailers-
49% of retailers were satisfied with meetings organized by the company and 42% of
retailers were partially satisfied with the meetings of the company.
Rest 9% retailers were not at all satisfied with company meetings.
Inference:-
From this it was found that more no. of retailers was fully satisfied with meetings organized
by Pepsi which is followed by partially satisfied retailers.

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SALES MAN IS ABLE TO SOLVE YOUR PROBLEMS AND COMPLAINTS

RESULTS ALWAYS SOMETIMES NEVER TOTAL

NO. OF 174 89 37 300
RETAILERS
% 58% 30% 12% 100%

SOLUTION OF PROBLEMS AND

COMPLAINTS

12%

30% ALWAYS
58% SOMETIMES
NEVER

Interpretation:-
Out of 300 retailers-
For 58% retailers salesman was always able to solve problems and complaints.
Problems and complaints of 30% retailers were solved sometimes and 12% retailers never
get solution of their problems.
Inference:-
From this above chart the researcher observed that most of retailers always got solution of
their problems and complaints from sales man.

68 | P a g e
CHAPTER-8

FINDINGS

69 | P a g e
 FINDINGS

1. It was found that majority (96%) of retailers stock and sale soft drinks followed by
4% of retailers who did not stock and sale the soft drinks.
2. From the research, the researcher found that all of retailers(100%) had availability
of Pepsi soft drinks where as 81% of retailers had Coke soft drinks and from 300
retailers 30% had Parle and 7% for Rc cola soft drinks etc.
3. The researcher found that majority of retailers (71%) sold all products of Pepsi soft
drinks where as rest of retailers sold combination of Pepsi soft drinks products.
4. It was found that 46% of retailers mainly stored and sold 300 ml pack and 24% of
retailers for 2 ltrs. Pack where as rest of retailers stored and sold 200 ml and 500
ml pack.
5. It was observed that 65% of retailers had flex sign board where as very few of
retailers (2%) had no sign board which is lowest in interpretation.
6. The researcher found that Pepsi provided its visi coolers to 70% retailers where as
other retailers had their own or other company visi coolers.
7. It was found that 59% of retailers were satisfied with services of Pepsi sales man
where as 16% retailers were highly satisfied with services rendered by Pepsi sales
man and 5% of retailers were highly dissatisfied with the services of Pepsi sales
man.
8. From research it was found that majority of the retailers (77%) always received the
ordered goods on time and in right quantity where as 12% of retailers never
received on time.
9. It was found that 56% retailers had daily visits of sales man at store and 24%
retailers had alternative day visits where as fortnightly visits for 9% retailers and
3% of retailers never had visits of Pepsi sales man.
10. The researcher found that out of 300 retailers survey 43% of retailers were satisfied
with sales person and 22% were dissatisfied where as 4% were highly dissatisfied
with the sales person.

70 | P a g e
11. The researcher observed that 39% of retailers were highly satisfied with the
information related to new schemes and discounts where as 23% of retailers were
dissatisfied with information regarding of new schemes and discounts.
12. Refilling scheme was more preferred i.e. 42% of retailers likes that where as 30%
of retailers preferred free bottle scheme which is high as compare to scratch card
scheme i.e. 22% of retailers likes this scheme.
13. The researcher found that more no. of retailers (48%) dissatisfied with the credit
facilities where as 6% of retailers were highly dissatisfied.
25% of retailers were satisfied with the credit facilities provided by Pepsi.
14. It was found that 45% of retailers were satisfied with the display and seasonal
schemes and 21% of retailers were dissatisfied where as 17% of retailers were
highly satisfied with the display and seasonal schemes.
15. The researcher found that 137 retailers were satisfied with stock delivery, 123
retailers satisfied with availability of packs, 105 retailers were highly satisfied with
schemes and offers, 111 retailers were satisfied with emergency order.
16. It was found that 44% of retailers satisfied with the distribution network of Pepsi
which is followed by 23% of retailers dissatisfied with the distribution network of
Pepsi.
17. The researcher observed that 49% of retailers were fully satisfied with the meetings
organized by the company which is followed by 42% partially satisfied retailers
and 9% retailers were not at all satisfied with the meetings organized by the
company.
18. Majority of retailers (58%) responded that sales man is able to solve the problems
and complaints where as problems of 30% retailers solved sometimes and 12%
retailers never get solution of their problems and complaints.

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 CHAPTER-9

SUGGESTIONS

72 | P a g e
 SUGGESTIONS

 A healthy relationship should be developed by the company executive with the

retailers.

 Delivery of goods should be increased in number for proper catering in the entire
area of Jodhpur Central region effectively and efficiently.

 The company should supply its glow sign board, banners etc.as an advertisement
media to the retailers of few areas, which will as usual for satisfaction of retailers.

 The commitment of schemes should be carried out on or before the scheduled time.

 Credit facilities should be provided to retailers to satisfy their needs regarding

payment.

 The Company should be regular to its products so as for proper availability at each
and every retail outlets. Otherwise it may lose its consumer and prospects. Thus
distorting the image of the company.

 Distributor and retail outlets feedback should be taken time to time so as to trace
the actual existing problem related to there and the market.

 The meetings should be organized time to time by the company for the retailers.

 The visits of the sales man should be increases at retail outlets for knowing the
response about availability of soft drinks.

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CHAPTER-10

LIMITATIONS
OF
THE STUDY

Limitation of Study

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 The finding of the study may not be applicable to other places except JODHPUR.

 The respondents were too busy to give exact answer to all questions.

 There is chance of under estimation of sales and income as it is the nature of human
beings.

 There are chances of sampling error.

 Chances of biased data collections to respondents

75 | P a g e
CHAPTER-11

CONCLUSION

76 | P a g e
 CONCLUSION

1. From the first objective it is concluded that 59% of retailers were satisfied with the
services of Pepsi sales man. It was also found that 77% of retailers received the
ordered goods on time and in right quantity and also 58% of retailers responded
that sales man is able to solve the problems.

2. From the second objective it concludes that 56% of retailers had daily visits of sales
man at store where as 43% of retailers were satisfied with the sales person of Pepsi.

3. The analysis of satisfaction level of retailers towards new schemes and discounts
i.e. 39% of retailers were highly satisfied with the same. The researcher also found
that 48% of retailers dissatisfied with the credit facilities. The retailers were also
satisfied with the display seasonal schemes of Pepsi.

4. It is concluded that the retailers were satisfied with the stock delivery and
emergency order to some extent. It was also found that 44% of retailers were
satisfied with the distribution network of Pepsi where as 49% of retailers were fully
satisfied with meetings organized by the company

BIBLIOGRAPHY

77 | P a g e
Text Books:-

 Ramaswamy V S, Namakumari S, “Marketing Management”, published by

MACMILLAN Business Books. 3rd edition.
 Kotler Philip, “marketing management” Published by Persons education, 11Th
edition.
 Kotler Philip, killer, koshy, Jha, “Marketing management” Published by Persons
education, 12Th edition.
 Kothari C.R., “Research methodology”, Published by New age international Pvt.
Ltd. 2nd Edition.

Websites:
 www.pepsico.com
 www.pepsizone.com
 www.cocacola.com
 www.notjustsurveys.com
 www.google.com

ABBREVIATION

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FOBO - Franchise Owned Bottling Operation.
COBO - Company Owned Bottling Operation.
FMCG - Fast Moving Consumer Goods.
MNCs - Multinational Companies
GOD - Glass on deposit
RBG - Return on bottle glass.
PBG - Pepsi Bottling Group

ANNEXURE

79 | P a g e
 QUESTIONNAIRE
(FOR RETAILERS)

NAME OF OUTLET- -----------------------------------------

ADDRESS- -----------------------------------------

Q1. Do you stock and sale soft drinks?

(a) Yes

(b) No
Q2. Which soft drink brand, do you mostly stock in your outlet?
(a) Pepsi (b) Coke

(c) Parle (d) Other

Q3. Which product of Pepsi, do you sell?
(a) Pepsi-7up (b) Pepsi-Dew

(c) Pepsi-Mirinda (d) All

Q4. Which volume of pack, do you stock and sell more?
(a) 200ml. (b) 300ml.

(c) 500ml. (d) 1 ltr.

Q5. Which sign board Pepsi has provided you?
(a) Glow signboard (b) Flex board

(c) Dealers board (d) No sign board

Q6. Has Pepsi provides you any visi cooler?

(a) Yes

(b) No

Q7. Are you satisfied with the services rendered by Pepsi salesman?

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 (a) Highly satisfied (b) Satisfied

(c) Neutral (d) Dissatisfied

(e) Highly dissatisfied

Q8. Do you receive the ordered goods on right time and in right amount?
(a) Always (b) Sometimes

(b) Never

Q9. What is the frequency of visit by Pepsi salesman to your outlet?

(a) Daily (b) Alternative day

(c) Weekly (d) Fortnightly

(e) Never

Q10. Are you satisfied with the visiting salesman?

(a) Highly satisfied (b) Satisfied

(c) Neutral (d) Dissatisfied

(e) Highly dissatisfied

Q11. Are you satisfied with information provided by Pepsi salesman regarding
new schemes and discounts?
(a) Highly satisfied (b) Satisfied

(c) Neutral (d) Dissatisfied

(e) Highly dissatisfied

Q12. Which scheme do you like the most?

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 (a) Refilling scheme (b) Scratch card

(c) Free bottle (d) Display scheme

Q13. Are you satisfied with the credit facility given by Pepsi?
(a) Highly satisfied (b) Satisfied

(c) Neutral (d) Dissatisfied

(e) Highly dissatisfied

Q14. Are you satisfied with display and seasonal scheme?

(a) Highly satisfied (b) Satisfied

(c) Neutral (d) Dissatisfied

(e) Highly dissatisfied

Q15. How do you rate Pepsi products and services for the following
Parameters?
Parameters/Rating Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied
(a) Stock
delivery
(b) On emergency
order
(c) on availability
of all packs
(d) on schemes
and offers

Q16. Are you satisfied with the distribution network of Pepsi?

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 (a) Highly satisfied (b) Satisfied

(c) Neutral (d) Dissatisfied

(e) Highly dissatisfied

Q17. Are you satisfied with the meetings organized by the company?
(a) Fully satisfied

(b) Partially satisfied

(c) Not at all

Q18. In your opinion, does the salesman is able to solve your problems and
Complaints?
(a) Always

(b) Sometimes

(c) Never

Q19. Any suggestion for betterment of Pepsi products and services?

………………………………………………………………………………………………
…………………………………………………………………………

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