CHAPTER1- INTRODUCTION

1.1 THE TOPIC: “OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS”

At HDFC Bank, I was assigned with the topic as “Opening Savings Accounts by Meeting
Customers” for my project work. I joined the company as a Sales Executive. The selection of the
topic was to know how the company generates business through them.

Sales Executives are those sources of a company who have their own relations and personal
contacts among common public that they use to generate business through. Company has certain
criteria to recruit these Sales Executives. The steps are as follows.
• He should be at least 12th passed.
• He should have good personal contacts.
• He should have convincing power.
• He should be above 18th year old.
Once he through all these steps of recruitment, he becomes the Sales Executive of the
company and reserve the right to sale the various products to any prospect client also he is paid
the commission a certain percentage. There are some reward and tour package also.

1
1.2 REASON FOR SELECTION OF THIS TOPIC:
The financial sector is one of the booming and increasing sectors in India. The Sales Executives
are one of the most powerful, efficient and effective channel through which the company sales its
various types of financial products. It is really difficult to convince customers and sell a single
product but since these executives have their own personal contacts which make the entire task
easier to sell a product. Whereas in my entire project work I found my interest in working in a
team, dealing with customers and finally convincing them to open an account with the bank.

1.3 IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the customer’s perceptions
about the different products of the bank, how these products can attract them and how the
company can generate maximum profit by convincing them through sales executives.

1.4 LEARNING FROM THE STUDY:

• The process of recruitment for Sales Executives of HDFC Bank.
• Different products and services provided by the bank.
• Customers’ perception about the different products.
• The brand image of the bank.
• What are the problems faced by these sales executives daily basis.
• How to communicate with the customers.
• Different techniques of dealing with the customers.
• How to convince and convert a customer into a real customer.

2
CHAPTER 2-ORGANIZATION PROFILE
2. COMPANY HISTORY
2.1FORMATION OF THE COMPANY
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank
in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in
1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited',
with its registered office in Mumbai, India. HDFC Bank commenced operations as a
Scheduled Commercial Bank in January 1995.

• PROMOTER

HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its experience in the
financial markets, a strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

• BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Operational
Excellence, Customer Focus, Product Leadership and People.

3
 • CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is
Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity and about
17.6% of the equity is held by the ADS Depository (in respect of the bank's American
Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign Institutional
Investors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on the Stock
Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares
are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB'.

• TIMES BANK AMALGAMATION

In a milestone transaction in the Indian banking industry, Times Bank Limited (another new
private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with HDFC
Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved by the
shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received
1 share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added significant
value to HDFC Bank in terms of increased branch network, expanded geographic reach,
enhanced customer base, skilled manpower and the opportunity to cross-sell and leverage
alternative delivery channels.

• DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over
1229 branches spread over 444 cities across India. All branches are linked on an online real-time
basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's
expansion plans take into account the need to have a presence in all major industrial and
commercial centers where its corporate customers are located as well as the need to build a
strong retail customer base for both deposits and loan products. Being a clearing/settlement bank
to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE
has a strong and active member base.
The Bank also has a network of about over 2526 networked ATMs across these cities. Moreover,
HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard,
Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

4
 • MANAGEMENT

Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr. Capoor was
a Deputy Governor of the Reserve Bank of India.
The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and
before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.
The Bank's Board of Directors is composed of eminent individuals with a wealth of experience
in public policy, administration, industry and commercial banking. Senior executives
representing HDFC are also on the Board.
Senior banking professionals with substantial experience in India and abroad head various
businesses and functions and report to the Managing Director. Given the professional expertise
of the management team and the overall focus on recruiting and retaining the best talent in the
industry, the bank believes that its people are a significant competitive strength.

• TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of information technology and
communication systems. All the bank's branches have online connectivity, which enables the
bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also
provided to retail customers through the branch network and Automated Teller Machines
(ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology available
internationally, to build the infrastructure for a world class bank. The Bank's business is
supported by scalable and robust systems which ensure that our clients always get the finest
services we offer.
The Bank has prioritized its engagement in technology and the internet as one of its key goals
and has already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and technology to
create a competitive advantage and build market share.

• BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking

5
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the

highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Operational
Excellence, Customer Focus, Product Leadership and People.

• RATING
I. Credit Rating
The Bank has its deposit programs rated by two rating agencies - Credit Analysis & Research
Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed Deposit programme
has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instruments considered
to be "of the best quality, carrying negligible investment risk". CARE has also rated the bank's
Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacity for
repayment of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary
of Fitch Inc.) has assigned the "tAAA ( ind )" rating to the Bank's deposit programme, with the
outlook on the rating as "stable". This rating indicates "highest credit quality" where "protection
factors are very high".
The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE and
Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated
by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the subordinated
Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (ind)" with the
outlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple A]" for the
Banks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned the rating "AAA /
Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. In each of the
cases referred to above, the ratings awarded were the highest assigned by the rating agency for
those instruments.
II. Corporate Governance Rating
The bank was one of the first four companies, which subjected itself to a Corporate Governance
and Value Creation (GVC) rating by the rating agency, The Credit Rating Information Services
of India Limited (CRISIL). The rating provides an independent assessment of an entity's current
performance and an expectation on its "balanced value creation and corporate governance
practices" in future. The bank has been assigned a 'CRISIL GVC Level 1' rating which indicates
that the bank's capability with respect to wealth creation for all its stakeholders while adopting
sound corporate governance practices is the highest.
6
2.2 PRODUCT SCOPE:
HDFC Bank offers a bunch of products and services to meet the every need of the people. The
company cares for both, individuals as well as corporate and small and medium enterprises.
For individuals, the company has a range accounts, investment, and pension scheme,
different types of loans and cards that assist the customers. The customers can choose the
suitable one from a range of products which will suit their life-stage and needs.
For organizations the company has a host of customized solutions that range from
Funded services, Non-funded services, Value addition services, Mutual fund etc. These
affordable plans apart from providing long term value to the employees help in enhancing
goodwill of the company.
The products of the company are categorized into various sections which are as follows:
• Accounts and deposits.
• Loans.
• Investments and Insurance.
• Forex and payment services.
• Cards.
• Customer center.

7
2.3 PRODUCTS AND SERVICES AT A GLANCE
1. PERSONAL BANKING
A. Accounts & Deposits
- Regular Savings Account
- Savings Plus Account
- SavingsMax Account
- Senior Citizens Account
- No Frills Account
- Institutional Savings Account
- Payroll Salary Account
- Classic Salary Account
- Regular Salary Account
- Premium Salary Account
- Defence Salary Account
- Kid's Advantage Account
- Pension Saving Bank Account
- Family Savings Account
- Kisan No Frills Savings Account
- Kisan Club Savings Account
- Plus Current Account
- Trade Current Account
- Premium Current Account
- Regular Current Account
- Apex Current Account
- Max Current Account

8
- Reimbursement Current Account
- RFC - Domestic Account
- Regular Fixed Deposit
- Super Saver Account
- Sweep-in Account
- HDFC Bank Preferred
- Private Banking

B. Loans
- Personal Loans
- Home Loans
- Two Wheeler Loans
- New Car Loans
- Used Car Loans
- Overdraft against Car
- Express Loans
- Loan against Securities
- Loan against Property
- Commercial Vehicle Finance
- Working Capital Finance
- Construction Equipment Finance
- Offers & Deals
- Customer Center

9
C. Investments & Insurance
- Mutual Funds
- Insurance
- Bonds
- Financial Planning
- Knowledge Centre
- Equities & Derivatives
- Mudra Gold Bar

D. Forex Services
- Trade Finance
- Travelers’ Cheques
- Foreign Currency Cash
- Foreign Currency Drafts
- Foreign Currency Cheque Deposits
- Foreign Currency Remittances
- Cash To Master
- ForexPlus Card

E. Payment Services
- Net Safe
- Prepaid Refill
- Bill Pay
- Direct Pay
- Visa Money Transfer

10
- E-Monies Electronic Funds Transfer
- Excise & Service Tax Payment

F. Access Your Bank

- One View
- Insta Alerts
- Mobile Banking
- ATM
- Phone Banking
- Branch Network

G. Cards
- Silver Credit Card
- Gold Credit Card
- Woman's Gold Credit Card
- Platinum plus Credit Card
- Titanium Credit Card
- Value plus Credit Card
- Health plus Credit Card
- HDFC Bank Idea Silver Card
- HDFC Bank Idea Gold Card
- Compare Cards
- Transfer & Safe
- Track your Credit Card

11
 H. Get More from Your Card
- Offers & Savings
- My Rewards
- Insta Wonderz
- Add-On Cards
- Credit Card Usage Guide
- Easy EMI
- Net safe
- Smart Pay
- Secure Plus
- My City Benefit Card
- Debit Cards
- Easy ShopInternational Debit Card
- Easy Shop Gold Debit Card
- Easy ShopInternational Business Debit Card
- Easy ShopWoman's Advantage Debit Card
- Prepaid Cards
- Forex Plus Card
- Kisan Card

I. Customer Centre
- Offers & Deals
- Winners of Contests & Promotions

12
2. Wholesale Banking

A. Corporate
Funded Services
Non Funded Services
Value Added Services
Internet Banking

B. Small & Medium Enterprises

Funded Services
Non-Funded Services
Specialized Services
Internet Banking

C. Financial Institutions & Trusts

Banks
Financial Institutions
Mutual Funds
Stock Brokers

13
 2.3. MILESTONES IN THE HISTORY

HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class Indian
Bank". They realized that only a single-minded focus on product quality and service excellence
would help us get there. Today, they are proud to say that they are well on our way towards that
goal.
It is extremely gratifying that their efforts towards providing customer convenience have been
appreciated both nationally and internationally.

• 2007
Business Today-Monitor Group survey
Financial Express-Ernst & Young Award
Global HR Excellence Awards - Asia
Pacific HRM Congress:
Business Today
Dun & Bradstreet – American Express
Corporate Best Bank Award 2007
The Bombay Stock Exchange and Nasscom ‘Best Corporate Social Responsibility
Foundation's Business for Social
Responsibility Awards 2007
Outlook Money & NDTV Profit
The Asian Banker Excellence in Retail Best Retail Bank in India.
Financial Services Awards
Asian Banker
One of India's "Most Innovative
Companies".
Best Bank Award in the Private Sector
category.
‘Employer Brand of the Year 2007-
2008’-Award- First Runner-up.
‘Best Bank Award’.
‘Corporate Best Bank’-Award.
Practice’ Award.
Best Bank Award in the Private sector
category.
Managing Director Aditya Puri won the
Leadership achievement Award for
India.

• 2006
Business Today Best Bank in India.
Forbes Magazine One of Asia Pacific's Best 50 companies.
Business world Best listed Bank of India.
The Asset Magazine's Triple A Country Best Domestic Bank.
Awards
Asiamoney Awards Best Local Cash Management Bank in
Large and Medium segments.
Euromoney Awards "Best Bank" in India.
14
• 2005
Asiamoney Awards
Asiamoney Awards
The Asian Banker Excellence
Hong Kong-based Finance Asia magazine
Economic Times Awards
The Asset Triple A Country Awards
The Business Today-KPMG Survey
The Business Today-KPMG Survey
Economic Times - Avaya Global Connect
Customer Responsiveness Awards
Best Domestic Commercial Bank
Best Cash Management Bank - India .
Retail Banking Risk Management
Award in India.
Best Bank in India
"Company of the Year" Award for
Corporate Excellence.
Best Domestic Bank in India Region -
2005
Best Local Cash Management Bank in
India US$11-100m - 2005
"Best Bank in India" for the third
consecutive year in 2005.
"Most Customer Responsive Company -
Banking and Financial Services - 2005

• 2004
Asiamoney Awards Best Local Cash Management Bank in
India US$11-100m
Asiamoney Awards Best Local Cash Management Bank in
India >US$501m
Asiamoney Awards Best Local Cash Management Bank in
India 1989-2004 (poll of polls)
Asiamoney Awards Best Overall Domestic Trade Finance
Services in India - 2004
Asiamoney Awards Most Improved company for Best
Management Practices in India - 2004
Business World One of India's Most Respected
Companies - 2004
Forbes Global Best Under a Billion, 100 Best Smaller
Size Enterprises in Asia/Pacific and
Europe - 2004
Asian Banker Awards Operational Excellence in Retail
Financial Services - 2004
The Asset Triple A Country Awards Best Domestic Bank in India - 2004

15
• 2003
Forbes Global Best Under a Billion, 200 Best Small
Companies - 2003
The Asset Triple A Country Awards Best Domestic Bank in India -2003
BusinessWorld - The Business World Most One of India's Most Respected
Respected Company Awards Companies
The Asset magazine Best Cash Management Bank
The Asset magazine Best Trade Finance Bank
FE-Ernst & Young Best Banks Survey Best New Private Sector Bank - 2003
Outlook Money Best Bank in the Private Sector – 2003
Business Today Best Bank in India -2003
NASSCOM & economictimes.com - IT Best IT User in Banking -2003
Users Awards

• 2002
Hong Kong-based Finance Asia magazine Best Local Bank - India
Hong Kong-based Finance Asia magazine "Best Local Bank - India"
Euromoney magazine "Best Bank in India
Asiamoney magazine Commercial Bank in India 2002

• 2001
Hong Kong-based Finance Asia magazine Best Domestic Commercial Bank - India
Hong Kong-based Finance Asia magazine "Best Domestic Commercial Bank -
India
Euromoney magazine "Best Bank in India
Forbes Global Named in The 300 Best Small
Companies one of the "20 for 2001" best
FE-E&Y Best Banks small companies
The Economic Times Awards for Corporate Excellence as the
Emerging Company of the Year

• 2000
Hong Kong-based Finance Asia magazine Best Domestic Commercial Bank - India

16
 Hong Kong-based Finance Asia magazine "Best Domestic Commercial Bank -
India
Euromoney magazine Best Domestic Bank
Business India " India 's Best Bank"
Forbes Global Named in The 300 Best Small
Companies one of the "20 for 2001" best
FE-E&Y Best Banks small companies

2.4. MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29
The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and
approved, subject to due diligence, the share swap ratio for the proposed merger of Centurion
Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange
ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab.

The combined entity would have a nationwide network of 1,148 branches (the largest amongst
private sector Banks) a strong deposit base of around Rs. 1,200 billion and net advances of
around Rs. 850billion. The balance sheet size of the combined entity would be over Rs. 1,500
billion.

Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, “We were
amongst the first to get a banking license, the first to do a merger in the private sector with Times
Bank in 1999, and now if this deal happens, it would be the largest merger in the private sector
banking space in India. HDFC Bank was looking for an appropriate merger opportunity that
would add scale, geography and experienced staff to its franchise. This opportunity arose and we
thought it is an attractive route to supplement HDFC Bank’s organic growth. We believe that
Centurion Bank of Punjab would be the right fit in terms of culture, strategic intent and approach
to business.”

Mr. Aditya Puri, Managing Director, HDFC Bank said, “These are exciting times for the
Indian banking industry. The proposed merger will position the combined entity to significantly
exploit opportunities in a market globally recognized as one of the fastest growing. I’m
particularly bullish about the potential of business synergies and cultural fit between the two
organizations. The combined entity will be an even greater force in the market.”

Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated, “Over the last few years,
Centurion Bank of Punjab has set benchmarks for growth. The bank today has a large nationwide
network, an extremely valuable franchise, 7,500 talented employees, and strong leadership
positions in the market place. I believe that the merger with HDFC Bank will create a world
class bank in quality and scale and will set the stage to compete with banks both locally as well
on a global level.”
17
Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab said,
“We are extremely pleased to receive the go ahead from our board to pursue this opportunity. A
merger between the banks provides significant synergies to the combined entity. The proposed
merger would further improve the franchise and customer proposition offered by the individual
banks.”

2.5 FINANCIAL FIGURE

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2008
Particulars Quarter Quarter Year
ended ended ended
31.03.08
30.06.08 30.06.07
Unaudited Unaudited Audited
1 Interest Earned (a)+(b)+(c)+(d) 362173 206916 1011500
a) Interest/discount on advances/bills 263638 145362 696673
b) Income on Investments 95121 56047 287204
c) Interest on balances with Reserve
Bank of India and other interbank funds 2426 5337 27239
d) Others 988 170 384

2 Other Income 59342 57254 228315

3 A) TOTAL INCOME (1) + (2) 421515 264170 1239815

4 Interest Expended 189826 108364 488712
5 Operating Expenses (i) + (ii) 128938 77438 374562
i) Employees cost 54058 28388 130135
ii) Other operating expenses 74880 49050 244427
18
6 B) TOTAL EXPENDITURE (4)+(5) 318764 185802 863274
(excluding Provisions & Contingencies)

Operating Profit before Provisions and

7 102751 78368 376541
Contingencies (3) -(6)

Provisions (Other than tax) and

8 Contingencies 34447 30712 148478

9 Exceptional Items - - -

10 Profit / (Loss) from ordinary activities 68304 47656 228063

before tax (7-8-9)

Tax Expense
11 21869 15533 69045

Net Profit / (Loss) from Ordinary

12 46435 32123 159018
Activities after tax (10-11)

Extraordinary items (net of tax expense)

13 - - -

Net Profit / (Loss) (12-13)

14 46435 32123 159018

Paid up equity share capital (Face Value of

15 Rs.10/- each) 42462 33319 35443

Reserves excluding revaluation reserves

(as per balance sheet of previous
16 accounting year) - - 1114280

Analytical Ratios
19
17 (i) Percentage of shares held by
Government of India
NIL NIL NIL
(ii) Capital Adequacy Ratio
12.2% 13.1% 13.6%
(iii) Earnings per share (Rs.)
(a) Basic EPS before & after extraordinary
items (net of tax expense) –not annualized
11.0 1 0.0 4 6.2
(b) Diluted EPS before & after
extraordinary items (net of tax expense)
-not annualized
10.8 1 0.0 4 5.6
(iv) NPA Ratios
(a) Gross NPA
(b) Net NPA
150274 71016 90697
(c) % of Gross NPA to Gross Advances
49607 21424 29852
(d) % of Net NPA to Net Advances
1.5% 1.3% 1.3%
(v) Return on assets (average) - not
0.5% 0.4% 0.5%
annualized
0.3% 0.3% 1.3%
Public Shareholding
18
- No. of shares
342173776 250744008 27198992
- Percentage of Shareholding
0
80.6% 75.3%
76.7%

20
2.6 QUALITY POLICY
• SECURITY: The bank provides long term financial security to their policy. The bank
does this by offering life insurance and pension products.
• TRUST: The bank appreciates the trust placed by their policy holders in the bank.
Hence, it will aim to manage their investments very carefully and live up to this trust.
• INNOVATION: Recognizing the different needs of our customers, the bank offers a
range of innovative products to meet these needs.
• INTEGRITY
• CUSTOMER CENTRIC
• PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE”
• TEAM WORK
• JOY AND SIMPLICITY

21
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH
PROJECT
3.1 PROBLEM DEFINATION:
Sales Executives were with good background human being and through rigorous process of
recruitment but still not able to perform up to the expectation level of company, HR is not able to
sort out the problem why the performance is not coming even after giving the full marketing
support. The communication technique and dealing with the customers is also a problem to the
sales executives.
3.2 OBJECTIVES OF RESEARCH PROJECT:
3.2.1 PRIMARY OBJECTIVES:
• To open new savings accounts by convincing customers and to promote the benefits of those
which are provided by the bank.
• To find the different way of convincing customers.
• To study brand image of the bank.
• To increase the business of the bank.

3.2.2 SECONDARY OBJECTIVES:

• To determine the need and purpose of a sales executive.
• To understand the deciding criteria for people to become sales executive.
• To offer suggestions based upon the findings.

22
 3.3 GEOGRAPHICAL SCOPE:
The same problem was with the all other branches of HDFC Bank even out of the Pune city. The
management is conducting the same research on a big ground while my contribution is tiny.
Though my sample size and geographical area was defined and confine to a particular territory
but the application of out put from the research are going to be wide.

3.4 PRODUCT SCOPE:

• Studying the increasing business scope of the bank.
• Market segmentation to find the potential customers for the bank.
• To study how the various products are positioned in the market.
• Corporate marketing of products.
• Customers’ perception on the various products of the bank.

CHAPTER4- RESEARCH METHODOLOGY AND LIMITATIONS

23
All the findings and conclusions obtained are based on the survey done in the working area
within the time limit. I tried to select the sample representative of the whole group during my job
training. I have collected data from people linked with different profession at Pune.
4.1 RESEARCH PLAN:
4.1.1. Preliminary Investigation: In which data on the situation surrounding the problems shall
be gathered to arrive at

• The correct definition of the problem.

• An understanding of its environment.
4.1.2. Exploratory Study: To determine the approximate area where the problem lies.

4.2 RESEARCH DESIGN:

Research was initiated by examining the secondary data to gain insight into the problem.
By analyzing the secondary data, the study aim is to explore the short comings of the present
system and primary data will help to validate the analysis of secondary data besides on
unrevealing the areas which calls for improvement.

4.2.1 DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration. Due to
time limitation and other constraints direct personal interview method is used. A structured
questionnaire was framed as it is less time consuming, generates specific and to the point
information, easier to tabulate and interpret. Moreover respondents prefer to give direct answers.
In questionnaires open ended and closed ended, both the types of questions has been used.

4.2.2 COLLECTION OF DATA:

24
1: Secondary Data: It was collected from internal sources. The secondary data was collected on
the basis of organizational file, official records, news papers, magazines, management books,
preserved information in the company’s database and website of the company.
2: Primary data: All the people from different profession were personally visited and
interviewed. They were the main source of Primary data. The method of collection of primary
data was direct personal interview through a structured questionnaire.

4.3 SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take sample from
the universe to know about its characteristics.
• Sampling Units: Different professionals Chartered Accountants, Tax Consultants,
Lawyers, Business Man, Professionals and House Wives of Pune.
• Sample Technique: Random Sampling.
• Research Instrument: Structured Questionnaire.
• Contact Method:Personal Interview.

4.4 SAMPLE SIZE:

My sample size for this project was 200 respondents. Since it was not possible to cover
the whole universe in the available time period, it was necessary for me to take a sample size of
200 respondents.

4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of

data will be based on Survey Method and Field Activity. Primary data collection will base on
personal interview. I have prepared the questionnaire according to the necessity of the data to be
collected.
25
4.6 RESEARCH LIMITATIONS:

• It was not possible to understand thoroughly about the different marketing aspects of the
Financial Consultant within 60 days.
• As stipend, money was not given it was difficult to continue the project work.
• All the work was limited in some limited areas of Pune so the findings should not be
generalized.
• The area of research was Pune and it was too vast an area to cover within 60 days.

CHAPTER5-DATA ANALYSIS, INTERPRETATION AND PRESENTATION

Q1.Your Age?
TABLE

Serial No. Age Category Number of Respondents Percentage

26
 1. 18-23 Years 40 20%
2. 24-29 Years 70 35%
3. 30-35 Years 60 30%
4. 35 Years and above 30 15%
Total 200 100%
Base 200 respondents

GRAPH

Interpretation

From the table and graph above it can be seen that

• 20% respondent’s age are 18 to 23 years.

• 35% respondent’s age are 27 to 29 years.
• 30% respondent’s age are 30 to 35 years.
• 15% respondent’s age are 35 to above years.

Q2. Marital Status?

TABLE
Sr. No. Category No. of Respondents Percentage
1 Married 140 70%
2 Unmarried 60 30%
Total 200 100%

GRAPH

Interpretation
From the table and graph above it can be seen that
• 70% respondents are married.
• 30% respondents are unmarried.

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Q3. Educational Qualification?
TABLE
Sr. No. Category No. of Respondents Percentage
1 Under graduate 50 25%
2 Graduate 80 40%
3 Post graduate 70 35%
Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that

• 25% respondents are Under graduate.

• 40% respondents are Graduate.
• 35% respondents are Post graduate.

Q4. Number Of year’s Are You in Pune?

TABLE
Sr. No. Category No. of Respondents Percentage
1 Less than five years 78 39%
2 More than five years 122 61%
Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that

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 • 39% respondents are in Pune for less than five years.
• 61% respondents are in Pune for more than five years.

Q5. Your Occupation?

TABLE
Sr. No. Category No. of Respondents Percentage
1 Business 40 20%
2 Profession 108 54%
3 Service 52 26%
Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that

• 20% respondents Occupation is Business.

• 26% respondents Occupation is Profession.
• 54% respondents Occupation is Service.

Q6. Your annual household income?

TABLE
Sr. No. Category No. of Respondents Percentage
1 Less than 2 lacs 98 49%
2 Between 2 to 5 lacs 62 31%
3 Between 5to 8 lacs 30 15%
4 More than 8 lacs 10 5%

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 Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that

• 49% respondent’s annual household income is less than 2 lacs.

• 31% respondent’s annual household income is between 2 to 5 lacs.
• 15% respondent’s annual household income is between 5 to 8 lacs.
• 5% respondent’s annual household income is more than 8 lacs.

Q7. Are you a member of a club/gymkhana?

TABLE
Sr. No. Category No. of Respondents Percentage
1 Yes 84 42%
2 No 116 58%
Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that

• 42% respondents are member of a club/gymkhana.

• 58% respondents are not member of a club/gymkhana.

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Q8. What is your perception about different products/services provided by HDFC bank?

TABLE

Sr. No. Category No. of Respondents Percentage

1 Lucrative 50 25%
2 Not lucrative 120 60%
4 No idea 30 15%
Total 200 100%
Base 200 respondents

GRAPH

Interpretation

From the table and graph above it can be seen that

➢ 25% respondent’s perception about different products is lucrative.

➢ 60% respondent’s perception about different products is not lucrative.
➢ 15% respondent’s have no idea.

Q9. Do you want to open an account with HDFC bank?

TABLE
Sr. No. Category No. of Respondents Percentage
1 Yes 10 5%
2 No 160 80%
3 Will tell later 30 15%
Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that
• 80% respondents are not interested to open an account with the bank.
• 5% respondents are interested to open an account with the bank.
• 15% of the respondents say that they will tell later.
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Q10. Do you have all the documents which are required to open an account?
TABLE
Sr. No. Category No. of Respondents Percentage
1 Yes 120 60%
2 No 80 40%
Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that
• 60% respondents have all the documents which are required to open an account with the
bank.
• 25% respondents do not have all the documents which are required to open an account
with the bank

Q11. Are you aware that the bank provides you a free Dmat account if you open a new
savings account with HDFC bank?
TABLE
Sr. No. Category No. of Respondents Percentage
1 Yes 40 20%
2 No 160 80%
Total 70 100%
Base 200 respondents
GRAPH

Interpretation

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From the table and graph above it can be seen that
• 20% respondents are aware that the bank provides a free Dmat account with new
savings account.
• 40% respondents are not aware of it.

Q12.Are you aware of different terms and conditions which are very much essential to
maintain an account at HDFC Bank?
TABLE
Sr. No. Category No. of Respondents Percentage
1 Yes 25 12%
2 No 175 88%
Total 200 100%
Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that
• 12% respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank.
• 88% respondents have no idea about it.

Q13. Do you know about HDFC Bank’s recruitment policies related to sales executives?
TABLE
Sr. No. Category No. of Respondents Percentage
1 Yes 82 41%
2 No 118 59%
Total 200 100%
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 Base 200 respondents
GRAPH

Interpretation
From the table and graph above it can be seen that
• 41% respondents are known about HDFC Bank’s recruitment policies related to sales
executives.
• 59% respondents are not known about HDFC Bank’s recruitment policies related to
sales executives.

CHAPTER6- CONCLUSIONS AND SUGGESTIONS

6.1 CONCLUSIONS:
HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank
already has good number of employees on board and is recruiting Sales Executives heavily to
take the headcount to many more. It is on the brim of increasing its customers through its
attractive schemes and offer.

The project opportunities provided was market segmentation and identifying prospective
customers in potential geographical location and convincing them to open an account so that new
Business Opportunities of the bank can be explored. Through this project, it could be concluded
that people are not much aware about the various products of the bank and many of them not
interested to open an account at all.

services was considered as unsought good which require hard core selling, but in
changing trend in income and people becoming financially literate, the demand for banking
sector is increasing day by day.

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 According to my findings Company’s promotional activities for recruiting sales
executives are also very less.

So, at last the conclusion is that there is tough competition ahead for the company from
its major competitors in the banking sector.

Last but not the least I would like to thank HDFC Bank for giving me an opportunity to
work in the field of Marketing. I hope the company finds my analysis relevant.

6.2 SUGGESTIONS:
Finally some recommendations for the company are as fallows:-

• To make people aware about the benefit of becoming HDFC Bank’s Sales
Executive, following activities of advertisement should be done through

1. Print Media.
2. Hoarding & Banners.
3. Stalls in Trade Fares
4. Distribution of leaflets containing details information.
.

• The bank should provide life time valid ATM card to all its customers.

• Minimum balance for savings account should be reduced from Rs 5000 to Rs

1000, so that people who are not financially strong enough can maintain their
account properly

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 • The company should provide a pass book to all its customers

• Make people understand about the various benefits of its products.

• Company should organize the program in the society, so that people will be aware
about the company and different products of the bank

• Company should open more branches in different cities.

CHAPTER7- LIMITATIONS
LIMITATIONS
Every work has its own limitation. Limitations are extent to which the process should not
exceed. Limitations of this project are:-

• The project was constrained by time limit of two months.

• Mindset of people may very depending upon their age, gender, income etc.
• Getting appointment from the concern person was very difficult.
• People mind set about the survey was an obstacle in acquiring complete
information & positive interaction.
• Respondents were very busy in their schedule. So it was very time consuming for
them to answer all the questions properly.

36
ANNEXURES

1. QUESTIONNAIRE

37
 QUESTIONNAIRE

Dear Sir/Madam,

Name: ………………………………………………………………………..
Address: ……………………………………………………………………..
Contact No :®………………( O)……………… (M)………………………
City: ………...............Pin: ………………….State: ……………………….

I am a student of Suryadatta Institute of Management and Mass Communication, Pune

and presently doing a project on “OPENING SAVINGS ACCOUNT BY MEETING
CUSTOMERS”. I request you to kindly fill the questionnaire below and I assure you that the
data generated shall be kept confidential.

1. Your Age: ____________________

2. Education Qualification.

• Undergraduate □
• Graduate □
38
 • Post graduate □

3. Marital Status.

• Married □
• Single □
No. of Children: __________

4. Number Of year’s Are You in Pune.

• Less than five year’s □

• More than five year’s □
5. Occupation.
• Business □
• Profession □
• Service □
(Please mention below the type of business/profession you are in incase of service please
mention your organization name and designation)

6.Your annual household income.

• <than 2 lack □
• Between 2 to 5 lack □
• Between 5 to 8 lack □
• >than 8 lack □

39
7. Are you a member of a club/gymkhana?

• Yes □
• No □

If yes, Name of the club /gymkhana_______________________________________

8. What is your perception about different products and services offered by HDFC Bank?
• Lucrative □
• Not lucrative □
• No idea □

9. Do you want to open an savings account with HDFC Bank?

• Yes □
• No □
• Will tell later □

10. Do you have all the documents which are required to open an account?
• Yes □
• No □
11. Are you aware of that HDFC Bank provide you a free Dmat account if you open a new
savings account with the bank?

• Yes □
• No □

40
12. Are you aware of different terms and conditions which are very much essential to
maintain an account at HDFC Bank?

• Yes □
• No □

13. Do you know about HDFC Bank’s recruitment policies related to sales executives?

• Yes □
• No □

Date:
Place: Signature

Thank You

41
BIBLIOGRAPHY

1.BOOKS AUTHORS
• th
Marketing Management (10 Edition) Philip Kotler
• Marketing Management (3rd Edition) V.S. Ramaswamy
• Research Methodology (2nd Edition) C.R.Kothary
• Research Methodology S.P. Kasande

2. NEWS PAPERS

• Times of India
• Financial Express

3. WEBSITES
• www.hdfcbank.com
• www.google.com

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