An

Assignment
On

MARKETING STRATEGY & CUSTOMER SATISFACTION

( JAIPUR DAIRY PROJECT )
OF
AIRTEL
JAIPUR REGION

Submitted for

Partial Fulfillment of the Requirement of Two Years Full Time

Course in Master of Business Administration (MBA)

(2009-11)

Submitted To Submitted by
Mr.Sonu Bansal Mahaveer Singh
Head – IFFCO Operations

Faculty of management Studies

Janardan Rai Nagar Rajasthan Vidyapeeth(Deemed) University

Pratap Nagar, Udaipur 313003(Rajasthan)
 TABLE OF CONTENTS

1. Acknowledgement

2. Executive Summary

3. Declaration

4. Objective of Study

5. Company Profile

6. Research Methodology

7. Data Analysis

8. New retailers added

9. Conclusion

10. Limitations

11. Recommendations

12. Bibliography

13. Annexure

ACKNOWLEDGEMEN
 For any successful work, it owes its thanks to many. In this page, I wish it
express my gratitude’s to all those who helped me at various stages of the study.

The completion of this project work has been possible only with helps,
guidance, cooperation and motivation provide by a number of persons. I am
greatful to them for their appreciation, constructive suggestion and moral support.

Any project or work cannot be accomplished to once satisfaction without

proper guidance & total co operation of all those involve in the project. We convey
my deep regards to all of them

We are highly obliged to Mr. Vikram sir (distributor head jaipur), Mr. Sonu
bansal (head iffco operation), Mr. vikas sir ( ZTM ). For guiding & motivating me
in completion of this project report.

We are also thankful to Ms. Shikha Tambi(HR) for allowing us to under

take this project.

With special regards, I am thankful to Dr. PREMKUMAR

SHRIVASTAVA, for his guidance and help. I am grateful to Dr. HINA KHAN
and Prof. SARITA BHATNAGAR for their valuable suggestions.

Submitted by

Mahaveer singh
 Executive summary

Airtel comes to you from Bharti cellular Limited- a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises. Bharti provides a
range of telecom services, which includes cellular, basic, internet and recently
introduced National Long Distance. Bharti also manufactures and exports
telephone terminals and cordless phones. Apart from being the largest
manufacturer of telephone instruments in India, it is also the first company to
export its products to the USA.

Project title is “Marketing strategic & promotion of Airtel”. This project I do

in Airtel jaipur dairy project. Main objective of the study was maximum open new
booths for sell Airtel Sims recharge vouchares & connection in jaipur. I.K.S.L.
(Iffco kishan sanchar nigam ) responsible for these project Iffco and airtel do tie-up
and make new company i.k.s.l. This i.k.s.l. do tie-up to saras dairy jaipur on
23april2010. For complete these project i.k.s.l. hire six FOS. i.k.s.l. give different
aria to fos in jaipur region. Out of six each fos has the target to open minimum 100
new dairy booths. These booths sell Airtel sims recharge vouchers & connection.
These dairy booth work as a Retailer and sell sim card & coupon to
customer. Fos give information to retailer how to do recharge & active new sim.
By these project we know the satisfaction level of retailer & marketing strategy of
airtel.
 OBJECTIVES

 To know satisfaction level of dairy booth retailer

 To know about the success of airtel dairy project
Airtel Vision
BY 2010 AIRTEL WILL BE THE MOST ADMIRED BRAND IN INDIA.

 LOVED BY MORE CUSTOMERS

 TARGETED BY TOP TALENT
 BENCHMARKED BY MORE BUSINESS

Airtel Mission
THEY WILL MEET THE MOBILE COMTHEY WMUNICATION NEEDS OF
CUSTOMERS THROUGH

 ERROR-FREE SERVICE DELIVERY

 INNOVATING PRODUCTS & SERVICE

 DECLARATION
I hereby declare that all the information presented in this report is solely in this report is
solely the result of my research bharti airtel.

This report has not been previously submitted or proposed to any university or other
educational institution for the purpose of getting any reward title or degree.

Mahaveer Singh
COMPANY PROFILE

COMPANY PROFILE
 Airtel comes to you from Bharti Airtel Limited, one of Asia’s leading integrated telecom
services providers with operations in 18 countries across Asia and Africa. Bharti Airtel since its
inception, has been at the forefront of technology and has pioneered several innovations in the
telecom sector.

Company is structured into four strategic business units - Mobile, Telemedia, Enterprise
and Digital TV. The mobile business offers services in India, Sri Lanka and Bangladesh. The
Telemedia business provides broadband, IPTV and telephone services in 89 Indian cities. The
Digital TV business provides Direct-to-Home TV services across India. The Enterprise business
provides end-to-end telecom solutions to corporate customers and national and international long
distance services to telcos.

Highlights
» Bharti Airtel announces its first quarter results ended June 30, 2010 on August 11, 2010.

» Bharti Airtel and other Global Telcos set to boost Eastern Africa connectivity with the launch
of EASSy Cable system

» Bharti Airtel uploaded the Dial in details for its quarterly Earning call

» Bharti Airtel uploaded the Bharti Airtel 15th Annual Report 2009-10 as per Indian GAAP

» Bharti Airtel Limited to host its fifteenth annual general meeting of the Company on
Wednesday, September 01, 2010

» Bharti Airtel to announce its results for the first quarter ended June 30, 2010 on August 11,
2010 (Wednesday)

Mobile Services
 Post-paid Services
 Airtel Prepaid

 Roaming

 Value Added Services

 Coverage

Bharti's partners in Airtel are Emtel, the premier GSM operator in Mauritius, some

private investors.

Registered as Telecom Seychelles Limited and operating under the brand name of

Airtel, the company is licensed to offer comprehensive telecom services including

GSM Cellular, PSTN (Fixed Lines), Fax and Data, International Roaming,

connectivity to Internet Services, Maritime Telecom Services (INMARSAT) and

International Collect and Credit Card calling. Dominating the market with its service

and customer commitment - Airtel has always been at the forefront of innovation and

change in the Telecom sector in Seychelles.

Airtel's Head Office is in Providence & Anse Royale, Mahe. Airtel also has

showrooms in Victoria, Mahe and Grand Anse, Praslin, that serve as one-stop shops

for customers.

Airtel provides the whole range of telecom services, from GSM Mobile services,

Airtel Prepaid Mobile Cards available at a string of outlets, International Roaming

with 157 operators in 65 countries, a host of Value Added Services, Fixed Cellular

services and a fast growing Fixed Line network as well.

All this, of course, comes to you with the distinct Airtel advantage of excellent

Tariffs, the best GSM Coverage on the islands, world class Technology from industry

leaders like Ericsson and Scientific Atlanta and 24-hour Customer Care.
In addition to telecom services, Airtel also recently acquired a 4-star luxury 124-

bedroom hotel in Seychelles, called Le Meridien Barbarons Beach Hotel.

 Airtel Brand

Airtel was born free, a force unleashed into the market with a relentless and unwavering
determination to succeed. A spirit charged with energy, creativity and a team driven “to seize the
day” with an ambition to become the most globally admired telecom service. Airtel, in just ten
years of operations, rose to the pinnacle to achievement and continues to lead.

As India's leading telecommunications company Airtel brand has played the role as a
major catalyst in India's reforms, contributing to its economic resurgence.

Today we touch peoples lives with our Mobile services, Telemedia services, to
connecting India's leading 1000+ corporate. We also connect Indians living in USA, UK and
Canada with our call home service.

We are one of world’s leading providers of telecommunication services with presence in

all the 22 licensed jurisdictions (also known as Telecom Circles) in India, and operations in
Srilanka, Bangladesh and now in Africa. We served an aggregate of 183,371,520 customers as of
June 30, 2010; of who 176,974,680 subscribe to our GSM services and 3,243,761 use our
Telemedia Services either for voice and/or broadband access delivered through DSL. We are the
largest wireless service provider in India, based on the number of customers as of June 30, 2010.
We offer an integrated suite of telecom solutions to our enterprise customers, in addition to
providing long distance connectivity both nationally and internationally. We also offer DTH and
IPTV Services. All these services are rendered under a unified brand “Airtel”.

The company also deploys, owns and manages passive infrastructure pertaining to
telecom operations under its subsidiary Bharti Infratel Limited. Bharti Infratel owns 42% of
Indus Towers Limited. Bharti Infratel and Indus Towers are the two top providers of passive
infrastructure services in India.

 Partners Network Equipment Mobile Services Nokia Siemens, Ericsson, Huawei

 Telemedia & Long Distance Services Nokia Siemens, Juniper, Cisco, Alcatel Lucent,
ECI, Tellabs
 Information Technology IBM
 Call Centre Operations IBM Daksh, Hinduja TMT, Teleperformance,
 Mphasis, Firstsource & Aegis
 Equity Partner {Strategic} Singtel
Name Bharti Airtel Limited.
Business Provides GSM mobile services in all the 22 telecom circles
Description in India, and was the first private operator to have an all
India presence.
Provides telemedia services (fixed line and broadband
services through DSL) in 89 cities in India.
Established July 07, 1995, as a Public Limited Company
Proportionate Rs. 122,308 million (ended June 30, 2010-Audited)
Revenue Rs. 104,143 million ( ended June 30, 2009-Audited)
As per US GAAP Accounts
Proportionate Rs. 44,140 million ( ended June 30, 2010 - Audited)
EBITDA Rs. 42,974 million ( ended June 30, 2009 - Audited)
As per US GAAP Accounts
Shares in Issue 3,797,530,096 as at June 30, 2010
Listings The Stock Exchange, Mumbai (BSE)
The National Stock Exchange of India Limited (NSE)
Market
Capitalisation
Customer Base 176,974,680 GSM mobile and 3,243,761Telemedia
Customers (status as on June 30, 2010)
Operational Provides GSM mobile services in all the 22 telecom circles
Network in India, and was the first private operator to have an all
India presence.
Provides telemedia services (fixed line) in 89 cities in India.
Registered Office Bharti Airtel Limited
(A Bharti Enterprise)
Bharti Crescent, 1 Nelson Mandela Road, Vasant Kunj Phase
II
New Delhi - 110 070

Tel. No.: +91 11 4666 6100

Fax No.: +91 11 4666 6411

 Organization Structure
As an outcome of a restructuring exercise conducted within the company; a new integrated
organizational structure has emerged; with realigned roles, responsibilities and reporting
relationships of Bharti’s key team players. With effect from March 01, 2006, this unified
management structure of ‘One Airtel' will enable continued improvement in the delivery of the
Group’s strategic vision.
 Awards and Recognitions
For the Year 2009 – 2010

Bharti Airtel rated as India’s Best Enterprise Connectivity Provider for 2009
at the Annual Users’ Choice Awards instituted by PC Quest.
Bharti Airtel has been recognized as the Best Global Wholesale Carrier for
2009 at the Telecoms World Awards Middle East by Terrapin.
Airtel was rated as the ‘Strongest Brand’ in the Economic Times Brand
Finance Brand Power Rating 2009. It is the only Corporate Brand to be
awarded the AAA rating
Sunil Bharti Mittal conferred with the Lal Bahadur Shastri National Award
for Excellence in Public Administration, Academics and Management.
Airtel ranked second in the Economic Times-Brand Equity Most Trusted
Brand Survey 2009.
Bharti Airtel ranked India’s second most valuable company, by Business
Today in 2009.
Bharti Airtel listed in Forbes Asia’s Fabulous 50 companies, 2009 on number
sixth position.
Bharti Airtel was recognized as the ‘Service Provider of the Year’ and
‘Wireless Service Provider of the Year’ at the Frost & Sullivan Asia Pacific
ICT Awards 2009.
Bharti Airtel bagged the Best Carrier India Award and the Ovum Telco-
Transformation Award at the Telecom Asia Awards 2009.

Bharti Airtel was ranked sixth among the top 100 best performing technology
companies in the world, compiled by BusinessWeek for the year 2009. The
company is placed ahead of global technology leaders like Apple (19),
Microsoft (22) and Google (37) in this exclusive list.
Sunil Mittal received the Madras Management Association (MMA) Business
Leadership Award for 2008-09 for revolutionising Indian telecom.
Bharti Airtel was selected as one of the top 10 winners of the IDC Enterprise
Innovation IT Awards 2009 across APAC region for its BSS Transformation
Project.

Sunil Mittal was awarded the Global Economy Prize by The Kiel Institute
(Germany).
Sunil Mittal was conferred with the degree of Doctor of Laws Honoris Causa
by the University of Leeds, UK.
Bharti Airtel received the ‘Best Content Service’ Award for the Airtel-IFFCO
Farmer Information Dissemination Platform at the World Communications
Awards in London.
Bharti Airtel has been recognized as the Best Global Wholesale Carrier for
2009 at the Telecoms World Awards Middle East. Telecoms World is one of
the flagship annual awards by Terrapin, one of the leading business media
organizations for international telecom carriers and service providers.
Bharti Airtel’s low cost computing device Airtel Net PC was recognized by
Hindustan Times as one of the ‘Top 9 Best Tech Products of 2009’.
Bharti Airtel has been ranked among six best performing technology
companies in the world by Business Week. Bharti Airtel was awarded the
Most Preferred Cellular Service Provider Award at the CNBC Awaaz
Consumer Awards 2009.
Bharti Airtel has been awarded the NDTV Profit Business Leadership
Award 2009 in the Telecom Sector. NDTV Profit Business Leadership
Awards have been instituted to award organizational excellence. The awards
promise to acknowledge the best, the brightest and the most dynamic of
Indian organizations that have emerged leaders in their respective verticals.
Bharti Airtel bagged top honours in the Voice & Data 100 Survey, winning
five of the Voice & Data Telecom Awards 2009. Bharti Airtel was named
the Top Telecom Services Provider of the Year 2009. Manoj Kohli, CEO
and Joint MD of Bharti Airtel, was named the Voice & Data Telecom Person
of the Year 2009. The Awards also named Bharti Airtel, the Top VSAT
Player 2009, the Top NLD Player 2009 and Top Cellular Services Provider
2009
Bharti Airtel has recently won multiple recognitions in the field of
Information Technology such as Spamhaus Group Whitehat Network Star,
Security Strategist Award (Technology Senate 2009), Intelligent Enterprise
Award (Technology Senate 2009) & CIO hall of fame.

For the Year 2010 – 2011

Airtel has won the ‘Most Preferred Cellular Service Provider Brand’
award at the CNBC Awaaz Consumer Awards in Mumbai. This is 6th
year in a row that Airtel has won the award in this category. This year,
the awards were based on an exhaustive consumer survey done by The
Nielsen Company. Over 3,000 consumers, spanning 19 cities and 16
states in India, rated brands across different categories to choose brands
which delivered true value for money.

Bharti Airtel has received the prestigious Businessworld-FICCI-SEDF

Corporate Social Responsibility Awards 2009-2010. The FICCI
Socio Economic Development Foundation (FICCI-SEDF) and
Businessworld CSR award was instituted in 1999 to recognize
exemplary responsible business practices by the Indian Industry.

Board of Directors
 The Board of Directors of the Company has an optimum mix of Executive and Non-Executive
Directors, which consists of three Executive and fifteen Non-Executive Directors. The Chairman
and Managing Director, Mr. Sunil Bharti Mittal, is an Executive Director and the number of
Independent Directors on the Board is 50% of the total Board strength. The independence of a
Director is determined on the basis that such director does not have any material pecuniary
relationship with the Company, its promoters or its management, which may affect the
independence of the judgment of a Director. The Board members possess requisite skills,
experience and expertise required to take decisions, which are in the best interest of the
Company. The composition of the Board is as under:
 Sunil Bharti Mittal
 Rajan Bharti Mittal
 Akhil Gupta
 Rakesh Bharti Mittal
 Chua Sock Koong
 N. Kumar
 Kurt Hellstorm
 Donald Cameron
 Paul O’Sullivan
 Professor V.S. Raju
 Pulak Chandan Prasad
 Bashir Abdullah Currimjee
 Gavin Darby
 Syeda Imam
 Ajay Lal
 York Chye Chang
 Paul Donovan
 Arun Bharat Ram
Marketing Research
Research is the scholarly or scientific practice of gathering existing or new

information in order to enhance one's knowledge of a specific area. Research has

many categories, from medicine to literature. Marketing Research, or Market

Research, is a form of business research and is generally divided into two categories:

consumer market research and business-to-business (B2B) market research, which

was previously known as Industrial Marketing Research. Consumer marketing

research studies studies the buying habits of individual people while business-to-

business marketing research investigates the markets for products sold by one

business to another.

Consumer Marketing Research is a form of applied sociology that concentrates on

understanding the behaviours, whims and preferences, of consumers in a market-

based economy. The field of consumer marketing research as a statistical science was

pioneered by Arthur Nielsen with the founding of the ACNielsen Company in 1923.

Market research and marketing research are often confused.’ Market' research is

simply research into a specific market. It is a very narrow concept. 'Marketing'

research is much broader. It not only includes 'market' research, but also areas such as

research into new products, or modes of distribution such as via the Internet. Here are

a couple of definitions:

"Marketing research is the function that links the consumer, customer, and public to

the marketer through information - information used to identify and define marketing

opportunities and problems; generate, refine, and evaluate marketing actions;

monitor marketing performance; and improve understanding of marketing as a

process. Marketing research specifies the information required to address these

issues, designs the methods for collecting information, manages and impleme
data collection process, analyzes, and communicates the findings and their

implications."

American Marketing association -Official Definition of

Marketing Research

Obviously, this is a very long and involved definition of marketing research.

"Marketing research is about researching the whole of a company's marketing

process."

This explanation is far more straightforward i.e. marketing research into the elements

of the marketing mix, competitors, markets, and everything to do with the customers.

The Marketing research Process.

Marketing research is gathered using a systematic approach. An example of one

follows:
1. Define the problem. Never conduct research for things that you would 'like' to

know. Make sure that you really 'need' to know something. The problem then

becomes the focus of the research. For example, why are sales falling in New

Zealand?

2. How will you collect the data that you will analyze to solve your problem? Do we

conduct a telephone survey, or do we arrange a focus group?

3. Select a sampling method. Do we us a random sample, stratified sample, or cluster

sample?

4. How will we analyze any data collected? What software will we use? What degree

of accuracy is required?

5. Decide upon a budget and a timeframe.

6. Go back and speak to the managers or clients requesting the research. Make sure

that you agree on the problem! If you gain approval, then move on to step seven. 7.

Go ahead and collect the data.

8. Conduct the analysis of the data.

9. Check for errors. It is not uncommon to find errors in sampling, data collection

method, or analytic mistakes.

10. Write your final report. This will contain charts, tables, and diagrams that will

communicate the results of the research, and hopefully lead to a solution to your

problem. Watch out for errors in interpretation.

Sources of Data - Primary and Secondary

There are two main sources of data - primary and secondary.

Primary research is conducted from scratch. It is original and collected to solve the problem in hand.

Secondary research, also known as desk research, already exists since it has been

collected for other purposes.

Marketing research methods

Methodologically, marketing research uses the following types of research designs

Based on questioning:

• Qualitative marketing research - generally used for exploratory purposes -

small number of respondents - not generalizable to the whole population -

statistical significance and confidence not calculated - examples include focus

groups, in-depth interviews, and projective techniques

• Quantitative marketing research - generally used to draw conclusions - tests

a specific hypothesis - uses random sampling techniques so as to infer from

the sample to the population - involves a large number of respondents -

examples include surveys and questionnaires

Based on observations:
• Ethnographic studies -, by nature qualitative, the researcher observes social

phenomena in their natural setting - observations can occur cross-sectionally

(observations made at one time) or longitudinally (observations occur over

several time-periods) - examples include product-use analysis and computer

cookie traces

• Experimental techniques -, by nature quantitative, the researcher creates a

quasi-artificial environment to try to control spurious factors, then

manipulates at least one of the variables - examples include purchase

laboratories and test markets

Researchers often use more than one research design. They may start with secondary

research to get background information, then conduct a focus group (qualitative

research design) to explore the issues. Finally they might do a full nation-wide survey

(quantitative research design) in order to devise specific recommendations for the

client.
 RESEARCH METHODOLGY

Research Methodology
On defining the objective of the project, a plan was developed to gather information

most efficiently. Decisions were taken on the data sources, sampling plan, research

tools and contact methods.

Data Sources: - Primary and secondary data was gathered.
1. Primary Data:- was gathered by carrying out a market survey of various

Dairy booths shops in the jaipur region

Current perceptions of existing retailers is been taken to judge their

expectations from Airtel and its services. they are interest in selling airtel connection and
recharge

Tools used for market survey are:-

 Questionnaires for dairy booths retailers. Questionnaires were given to approximately 50

retailer

 Visited markets: - Vidhyadhar nagar, Bani park, Jothwara, Sastri nagar,

Dadi ka phatak, Murlipura, Nadi ka phatak, Kabir marg, Pani paj, Imlee ka phatak, Nehru
nagar

The dimensions addressed in the questionnaire were:-

o What kind of services they want- activation, recharge .

o Overall performance of airtel services.

o Satisfaction level of retailers.

o How many PRC & Lapu sold per month by retailer

o know about interest in new scheme of company

2. Secondary Data : - The researcher would have to decide which sort of data

he would be using for his study and accordingly he will have to select one

or other method of data collection. Information was gathered from the

internet, media and print so as to obtain relevant information such as

industry background and also public perception of Airtel.

Secondary data is very carefully used in research process because it is just

possible that the secondary data may be unsuitable or may be inadequate in

the content of the problem which we want to study. The data used in

research is reliable according to our research needs. Data should be suitable

and adequate.

Internet

Airtel has its own site in which all details are given

www.airtelworld.com

www.airtel.in

www.google.com

Are the main sites which are been used for collection of data in our

research.

3. Target Respondents

Dairy booth retailer of different market visited.

4. Sampling

Sample size of 60 individuals relatively covering jaipur in particular area

5. Execution After collection of relevant data and sample planning done,

the questionnaires were filled by the retailers by personally interviewing them.

positive pept
 Tele AV remarks must be on PEF
 Mobile Number / Sim number must be clearly mentined on
pef
 Must have passport size photograph duly cross sign by
customer
 Customer number / father name must match POI / POA
 Must have present address & permanent address along with
hand work & alternative contact number
 Customer signature must be in read box of the PEF
 Distributor seal & signature must be on PEF
 Retailer seal & signature must be on PEF
 Form 60/61 either of two must be filled & signed by the
customer

Activation charge for new sim

MRP Customer get blance Retailer profit
(Rs.) (Rs.)
31 Rc. 25 10
1 paisa / second
plan
32 Rc per minute/ 25 10
50 paisa
61 Rc. 1 paisa / 55 15
second plan
62 Rc. per minute/ 55 15
50 paisa
131 Rc. 1 paisa / 100 & 50
second plan (100 mb for net)
132 Rc. per minute/ 100 & 50
50 paisa (100 mb for net)
221 Rc. 1 paisa / 200 & 60
second plan (100 mb for net and 300 nat.&
local sms)
222 Rc. per minute/ 200 & 60
50 paisa (100 mb for net and 300 nat.&
local sms)

Airtel monsoon offer

These offer start for three months (Jun, July, August, )

Objective of these offer.

 Do maximum sell sim cards.
 Provide gift & profit to retailer
 Know customer satisfaction

How to register in monsoon offer

These are some steps
1st step
We decide target how many sim retailer active in monsoon offer
2nd step
Retailer type message on his mobile
REP (SPACE) TARGET and send to 51679
After do this retailer get concordantly message.
This target is valid for 3 months

Profit of monsoon offer for retailer

 By do these activation they collect airtel currency
 Do 31 RC & 61 RC get 4 bonuce currency.
 If customer use more then 10 Rs. Retailer get 2 bonus currency
 Every 15 day if retailer complete his 15% target he can get 2
extra currency
 Retailer can get redemption gift & silver gold gift in exchange
of airtel currency
 To know retailer currency information type by his mobile
RUHAR(SPACE) LAPU No. to send to 51619
 These gift retailer get in 20 days on his address
 Gift will me give by CEO.
 Airtel currency Redemption gift
300 5 ltr. Camper/Bombay dying lien
650 20 Gm. Silver/3pc
casserole/steam
1000 30 Gm. Silver/celling fan
1500 45 Gm. Silver/JMG
3500 110 Gm.silver/HP photo Copier
(F4488)
5500 Digital Camera7MP/Home
Theater/3 Gm. Gold
7500 Microwave/ 250 Gm. Silver
10000 Washing machine/5Gm.
Gold/19”LCD/HP photo copier
1136
15000 1.5 Tn Ac/ 7 gm Gold/ Handicam
30000 32” LCD/laptop/15 gm gold
35000 Bike CD Dawn /18GmGold
55000 Bike Honda Passion/30 gm Gold
90000 50 Gm Gold
125000 Car TATA Nano
 DATA ANALYSIS

Tabulation Analysis and Interpretation of the Data

Q.1 Have you heard about Saras and Airtel tie-up?

Yes 5
No 45
Total 50

Yes
No

 Some retailer those reads always newspaper they know that these tie-up
 Many retailer not know about these tie-up

Q.2 Are you satisfied with the advertisement of the company?

Yes 48
No 2
Total 50

Yes
No

 Most of retailer are satisfy by airtel advertisement

 Some retailer are want more advertisement product
Q.3 Are you satisfied with new margin, 2.50%?

Answer Number
Yes 5
No 45
Total 50

Yes
No

 Many retailer are highly dissatisfy with new margin 2.50%

 According to Some retailer all tale company decrease margin so that satisfy
Q.4 Do you sale the recharge coupon of any other company?

Yes 3
No 47
Total 50

Yes
No

 Some booths are selling other company’s RC

 Many booths are selling only airtel coupon
 Q.5 Are you satisfied with the service provided by the FOS?

Service No. of respondents

Good 44
Ordinary 6
Bad 0
Total 50

Good
Ordinary
Bad

 retailer were happy with there FOS service

 According to retailer some time delivery is late
 Many retailer are satisfy by FOS service
 Some time when delivers are not on proper time then few retailer are
dissatisfy by FOS service
Q.6 Do you want the Airtel coin box?

Yes 10
No 40
Total 50

Yes
No

 Some retailer want airtel pco

 Most of retailer not want coin box because they think every body have
mobile phone so generly not use of coine box
Q.7 Which PRC do you sale the most?

PRC Respondents
10 25
30 18
60 7
Total 50

1
2
3

 Most of industry aria retailer purchase 10 Rs PRC because there are

worker live
 Some place 30 PRC is maximum sell
 Those retailer booths near high colony they sell average 60Rs. PRC
Q.8 Are you registered in the monsoon offer?

Yes 40
No 10
Total 50

 These offer is 3 months and new booths are open after 2 months so many
booths retailer not register for monsoon offer
 Many retailer are involve in monsoon offer for get gift
 Give extra time to new booths to complete monsoon scheme

Yes
No
Q.9 Retailer complete target for 10 paisa calling?

Always 30
Many time 8
Some time 7
Never 5
Total 50

 Some retailer are not complete target because they not sell sim card
 Many customer complete target to 10 paisa calling
 Some customer many time complete target but not regularly
 Some retailer some time complete target when sell is maximum

Always
Many time
Some time
Never
Q.10 Do you have any problem to active new sim connection?

0.Yes 46
No 4
Total 50

Yes
No

 There are some retailer who have some problem to active new connection
 Most of booths retailer easily active new sim card
Q. 11 which FRC maximum uses to open new sim cards.

FRC in Rs. Respondents

31 or 32 35
61 or 62 12
121 or 222 3
Total 50

Respondents

31 or 32
61 or 62
121 or 222

 Maximum person use 31 or 32 FRC because thise cost is minimum by other

FRC and customer easily agree with these FRC.
 Those retailer live near colony, they use 61 or 62
 And few retailer use 121 or 222 FRC
Q.12 Are you satisfied with the company advertising material?
Promotion No. of respondents
Good 42
Ordinary 6
Bad 2
Total 50

Good
Ordinary
Bad

 Many dairy booth retailer satisfy by airtel advertising material

 Some retailer have not get enough advertisement material
 Some booths say that advertisement material quality is not good
 Some sun flexs are so light weight that they fly away in wind.
Q.13 Are you satisfied with the Gifts and schemes provided by the company?

Promotion No. of respondents

Good 44
Ordinary 4
Bad 2
Total 50

Good
Ordinary
Bad

 Many customer are like by customer

 Some retailer are not interest in schemes
Q.14 Do the Company provides proper attention to the complaints of the retailers?

Parameters No. of respondents

Always 45
Most of the time 3
Sometimes 2
Total 50

Always
Most of the time
Sometimes

 Some times the problems are not solved on time by the company.
 Most of the times company solves retailers problem on the time.
Q.15 Do the FOS delivered SIM cards and Balance on time?

Parameters No. of respondents

Always 40
Most of time 7
Some times 3
Total 50

Always
Most of time
Some times

 Most of the time FOS provides sim card to retailer on time?

 Some time when stock is limited FOS fails to provide them on time.
 General Overview of Feedback

 Customer diversification from Airtel is increasing in regular basis due to

increase in service complaints.

 Need quick services to increase sales.

 More and vast visibility of Hutch and Idea boards and advertisements which is

improving their promotion and branding.

 Customer demand is high for Airtel but due to services complaints, less

advertisements and claims issues the retailers are diverting the customers to

Hutch and Idea.

 Airtel is still ruling in sales as compared to others but through better

promotion, schemes and less claims issues. Hutch is emerging as second best.

So need to take actions for it..

 Network of Airtel is better than any other telecom services.

 New schemes are not properly being conveyed to the retailers, so they are

facing problem of no responses to customer queries.

 Board and advertisements are required in many dairy booths shop. It is been observed that

many booths [ don’t even have normal banner of Airtel in their shop in spite of

demanding of long.

 Lot of technical problems are complained here due to that dairy retailers

dissatisfaction is increasing, also immediate services are not provided by the

department from Airtel. i.e. un baring process is very slow when retailer active new sim cards.
 Limitations

 Samples were only taken from saras dairy booths

 The samples were taken on the basis of convenience sampling which may Bring element
of error.
 Survey times are as such that maximum shop owners or respected persons were not
available for survey. So, through contact basis survey is done.
 The sample size is very small and the result of research cannot be implemented to the
entire population.
 Recommendations
 Airtel should focus more on promotion and advertising part as areas which are

Surveyed have very less awareness about the schemes and all.

 Working of sales department should be more flexible as complaints regarding

Incentives and claims are being observed.

 Major threat from hutch and Idea are seen as hutch is providing with quick

Sales facilities, excellent communication network and high promotion whereas

Idea is giving very economical schemes and connectivity. So, to decrease

Customer diversification and to maintain the brand name of the company

Better communication network should be established between sales

Management and the retailers by attending their complaints properly, giving

Timely and verified incentives, increase in manpower, taking regular feedback.

 by mismanagement on behalf of the distributor side also many retailers

Grievances are increasing, complete check on workings on distributors should

be done.

 Some of dairy booths retailers are interest in having airtel coin box. So priority should be
given to them

 better schemes for retailers so that they can be able to develop self

Interest and they could try their level best to make more and more sale which

Would lead benefit to dealers and company as well.

 in these airtel dairy project for open new booths give some special gift to dairy booths retailer.

 more claim margins: the dealers have this issue that working in a small

Margins is not acceptable to them i.e. just 2.50% margin is not much it should

Be increased so that the dealers also be able to make some more profits.
 Conclusion
The basic and to the point conclusion of the above discussed issue is that the company can make
more and more profits only when it can satisfy all its customers, dealers and distributors in order
to do that the company should agree with all their fair suggestions and make them happy. If
workers will be happy and satisfy then they will make sincere efforts to achieve their targets and
increase the sales of the company.
 BIBLIOGRAPHY

 Books
 Research methodology by C.R. khothari
 Marketing Management by Philip Kotler

 Websites
 www.google.com
 www.wikepedia.com

 Company information
 www.airtel.com
 www.airtelworld.com
 Tele world magazines
 Pamphlets from various retailers
 ANNEXTUR

 Copy of questioner
 QUESTIONNAIRE

Q.1 Have you heard about Saras and Airtel tie-up?

 Yes
 No
Q.2 Do the FOS delivered SIM cards and Balance properly?
 Always
 Most of the time
 Some times
Q.3 Are you satisfied with the service provided by the FOS?
 Good
 Ordinary
 Bad
Q.4 Do you have any problem to active new sim connection?
 Yes
 No
Q.5 Are you registered in the monsoon offer?
 Yes
 No
Q. 6 Which FRC do you use maximum to open new sim cards?
 31 or 32
 61 or 62
 121 or 222

Q.7 Do you complete the target for 10 paisa calling?

 Always
 Many times
 Some time
 Never

Q.8 Which PRC do you sale the most?

 10
 30
 60
Q.9 Are you satisfied with the Gifts and schemes provided by the company?
 Good
 Ordinary
 Bad
Q.9 Are you satisfied with the Gifts and schemes provided by the company?

 Good
 Ordinary
 Bad

Q.10 Are you satisfied with the advertisement of the company?

 Yes
 No
Q.11 Are you satisfied with the company advertising material?

 Good
 Ordinary
 Bad
Q.12 Do you want the Airtel coin box?

 Yes
 No
Q.13 Are you satisfied with new margin, 2.50%?

 Yes
 No
Q.14 Do you sale the recharge coupon of any other company?

 Yes
 No
Q.15 Do the Company provides proper attention to the complaints of the retailers?

 Always
 Most of time
 Some times

Name: ________________________ Booth Number__________________

Booth Area Number______________ Mobile Number__________________

Area___________________________

THANK YOU