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Market study on used car loans: scope for financing under this segment

Internship Report submitted to SBI in completion of the requirement of Summer Internship at State Bank of India


Project MentorMR. H.A.CHARLES Chief Manager (HLST & MPST)

May 16 to July 16 2013

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I hereby declare that the project report titled Market study on used car loans: scope for financing under this segment at SBI, LHO Lucknow is my own work and has been carried out under the able guidance of Mr H. A. Charles (Chief Manager, HLST & MPST Department). All care has been taken to keep this report error free and I sincerely regret for any unintended discrepancies that might have crept into this report. I shall be highly obliged if errors (if any) be brought to my attention.

Thanking You.

Date: ____________


Place: Lucknow

E-mail: kushal.bhalla9@gmail.com

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My Summer Internship Project with SBI has been an enriching experience for me. As an Amateur to the corporate environment with no prior work experience, this training has been a very insightful and learning experience. It would have been impossible to gain this experience without the help, guidance and encouragement that I have received from different quarters.

It is my proud privilege to release the feelings of my gratitude to several persons who helped me directly or indirectly to conduct this project work. I express my heart full indebtedness and owe a deep sense of gratitude to my corporate guide Mr H.A.CHALES C.M., (HLST & MPST) Zonal office, SBI, Lucknow, for their sincere guidance and inspiration in completing this project.

I am extremely thankful to the Director, Co-ordinator and the faculties of the Department of Business Administration, University Of Lucknow for their coordination and cooperation and for their kind guidance and encouragement.

I am also extremely thankful to all those persons who have positively helped me and customers who responded my questionnaire, around whom the whole project cycle revolves.

KUSHAL BHALLA MBA (2012-14) (Department of business Administration), University of Lucknow


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S.NO TITLE PG.NO 3 4 5 6 7 8 9 - 17 18 19 20 21 - 54 55 56 57 57 58 59 - 61 62 - 82 83 - 84 85 - 86 87 88 89 94

1. TABLE OF CONTENTS 2. LIST OF CHARTS 3. LIST OF TABLES 4. INTRODUCTION Brief profile of student Brief profile of project mentor Brief profile of organization Nature of the project Brief objectives/responsibilities assigned by the project mentor

5. FRAMEWORK OF STUDY Theoretical framework Specific objectives of the project Scope of study Limitations of study Period of study

6. METHODOLOGY AND ANALYSIS Methodology Analysis Observations Recommendations Conclusions


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1. 3-level Evolution of Certified Programs 2. You are in which profession? 3. Age of Respondent? 4. Gender of Respondent? 5. Income of Respondent? 6. Marital Status? 7. Number of children? 8. Do you own a car? 9. Is it new car or Second Hand Car? 10. Car Purchased from? 11. How did you come to know about dealer? 12. Would you buy a new car or pre-owned car? 13. If pre-owned car, would you prefer to buy from? 14. Factors considered in buying a car? 15. Have you heard about Sbi Used Car Loan"? 16. From where you heard about Sbi Used Car Loan? 17. Since when is your organization established? 18. Does your organization use middlemen? 19. What kind of promotional activities do you use? 20. Festive season is the peak time for the Maximum Sales? 21. What is the average sales per year? 22. Crosstab of Profession and Buying a New Car or a Pre-Owned 23. Crosstab of Income and Buying a New Car or a Pre-Owned 24. Awareness of USED CAR LOAN- Age wise

29 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 78 79 79 80 81 82 83

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1. Different products of sbi 2. Indian customer expectations 3. Penal interest

13 30 43

4. Car loan interest rates for 3 years duration for purchase of pre-owned car 54 5. You are in which profession? 6. Age of Respondent? 7. Gender of Respondent? 8. Income of Respondent? 9. Marital Status? 10. Number of children? 11. Do you own a car? 12. Is it new car or Second Hand Car? 13. Car Purchased from? 14. How did you come to know about dealer? 15. Would you buy a new car or pre-owned car? 16. If pre-owned car, would you prefer to buy from? 17. Factors considered in buying a car? 18. Have you heard about Sbi Used Car Loan"? 19. From where you heard about Sbi Used Car Loan? 20. Since when is your organization established? 21. Does your organization use middlemen? 22. What kind of promotional activities do you use? 23. Festive season is the peak time for the Maximum Sales? 24. What is the average sales per year? 25. Crosstab of Profession and Buying a New Car or a Pre-Owned 26. Crosstab of Income and Buying a New Car or a Pre-Owned 27. Awareness of USED CAR LOAN- Age wise 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 78 79 79 80 81 82 83

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NAME- KUSHAL BHALLA Email id- kushal.bhalla9@gmail.com Mobile no- 9450430068, 7275221988 Currently pursuing MBA at the Department Of Business Administration, University of Lucknow. OBJECTIVE: - To work in a challenging environment in an organization with good prospects that will help me in enhancing my skills along with the growth of the organization. Work Experience

SBI Life Insurance Co. Ltd Insurance Advisor

Duration: Aug09-27oct10

To promote the SBI Life Insurance product in the market. To maintain relationship with the clients & help them on the issues regarding the information of product and services of the company. To update and validate the database of the company.

Future Generali Life Insurance Co. Ltd Assistant Sales Manager Duration: 28Oct10- 16Sep11

Work as an ASM and maintained healthy relationship with the clients. I completed my Ytd goal sheet in 2 months (Nov and Dec) and I made 5 coding in those months. I got 7 lacks premium YTD and completed the criteria of next level promotion i.e S.M.

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Star Union Dai-Ichi Life Insurance Co. Ltd Assistant Manager (marketing officer) Duration: 12Jan12- 14Jul12

Posted as assistant manager in union bank of India, Deoria cluster. I handled the 7 branches of union bank in Deoria cluster. I got 15 lacks in life insurance business, 25 lacks as fixed deposit and 10 lacks in mutual fund in a day. I rewarded by the General Manager of UBI with Regional head of SUD in April month for highest premium in U.P and Uttrakhand. I achieved the highest incentive in Gorakhpur region.



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STATE BANK OF INDIA is a multinational banking and financial services company based in India. It is a government-owned corporation with its headquarters in Mumbai, Maharashtra. As of December 2012, it had assets of US$ 501 billion and 20,193 branches, including 157 foreign offices, making if the largest banking and financial services company in India by assets. The bank traces its ancestry to British India, through the Imperial Bank of India, to the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank in the Indian Subcontinent. Bank of Madras merged into the other two presidency banks Bank of Calcutta and Bank of Bombay, to form the Imperial Bank of India, which in turn became the State Bank of India. Government of India nationalised the State Bank of India in 1955, with Reserve Bank of India taking a 60% stake, and renamed it the State Bank of India. In 2008, the government took over the stake held by the Reserve Bank of India. SBI provides a range of banking products through its network of branches in India and overseas, including products aimed at non-resident Indians. SBI has 14 regional hubs and 57 zonal offices that are located at important cities throughout the country. In addition to banking, the company, through its various subsidiaries, provides a range of financial services, which include life insurance, merchant banking, custodial services, general insurance (non-life insurance) and primary dealership in the money market. Its segment include Treasury, which includes investment portfolio and trading in foreign exchange contracts and derivative contracts, Corporate/Wholesale Banking, which comprises lending activities of Corporate Accounts Group, Mid Corporate Accounts Group and Stressed Assets Management Group. Retail Banking, which comprises of branches in National Banking Group, includes personal banking activities, including lending to corporate customers and other Banking business.

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The State Bank of India has 15 Members on its Board of Directors, who are responsible for the management of the banks business. The board in addition to monitoring corporate performance also carries out functions such as approving the business plan, reviewing and approving the annual budgets and borrowing limits and fixing exposure limits. MR. PRATIP CHAUDHURI is the Chairman of the Bank.


MISSION To retain the Banks position as premier Indian Financial Service Group, with world class standards and significant global committed to excellence in customers, shareholders and employee satisfaction and to play a leading role in expanding and diversifying financial service sectors while containing emphasis on its development banking rule. VISION STATEMENT Premier Indian Financial Service Group with prospective world- class Standards of efficiency and professionalism and institutional values. Retain its position in the country as pioneers in Development banking. Maximize the shareholders value through high-sustained earnings per share. An institution with cultural mutual care and commitment, satisfying and Good work environment and continuous learning objectives. VALUES Excellence in customer service Profit orientation Belonging commitment to Bank Fairness in all dealings and relations Risk taking and innovation Team playing Learning and renewal Integrity Transparency and Discipline in policies and systems
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Competitors and other players in the field:-

Top Performing Public Sector Banks

Vijaya Bank Andhra Bank Allahabad Bank Punjab National Bank Dena Bank

Top Performing Private Sector Banks

HDFC Bank ICICI Bank AXIS Bank Kotak Mahindra Bank Centurion Bank of Punjab

Top Performing Foreign Banks

Citibank Standard Chartered HSBC Bank ABN AMRO Bank American Express

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Strength/ Opportunities: The growth for SBI in the coming years is likely to be fueled by the following factors: Continued effort to increase low cost deposit would ensure improvement in NIMs and hence earnings. Growing retail & SMEs thrust would lead to higher business growth. Strong economic growth would generate higher demand for funds pursuant to higher corporate demand for credit on account of capacity expansion.

Weakness/ Threats:

The risks that could ensue to SBI in time to come are as under: SBI is currently operating at a lowest CAR. Insufficient capital may restrict the growth prospects of the bank going forward. Stiff competition, especially in the retail segment, could impact retail growth of SBI and hence slowdown in earnings growth. Contribution of retail credit to total bank credit stood at 26%. Significant thrust on growing retail book poses higher credit risk to the bank. Delay in technology upgradation could result in loss of market shares. Management indicated a likely pension shortfall on account of AS-15 to be close to Rs50bn. Slowdown in domestic economy would pose a concern over credit off-take thereby impacting earnings growth.

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DIFFERENT PRODUCTS OF SBI: DEPOSIT LOANS CARDS DIFFERENT CREDIT CARDS Savings Account Home Consumer SBI International Loans Cards cards Life Plus Senior Citizens Savings Account Loan Against Property Credit Card SBI Gold cards

Fixed Deposits Security Deposits

Personal Loans Car Loan

Travel Card

SBI Gold Master cards

Debit Cards

Your City Your Cards

Recurring Deposits

Loans against Securities Two Wheeler Preapproved Loans Retail Asset

Commercial Cards

Tax-Saver Fixed Deposit Salary Account

Corporate Cards Prepaid Card

Partnership Cards

Advantage Woman Savings Account

Purchase Card

SBI Employee Cards

Rural Savings Account People's Savings Account

Farmer Finance Business Instalment Loans Flexi Cash

Distribution Cards Business Card SBI Advantage Cards

Freedom Savings Account

Merchant Services

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1 Best Executive Award to the Chairman by Asia Money. State Bank of India also improved its ranking in Fortune 500 Global List, Forbes list of 2000 largest companies in the world, Banker list of top 1000 world banks, Brand Finance Global 500 Financial Brand recognition, to name a few. 2 The Bank was voted, for the third year in a row, as the Most Preferred Housing Loan and Most Preferred Bank in the CNBC AWAAZ Consumer Awards in a survey conducted by CNBC TV18 in association with AG Nielsen & Company. The Bank was also awarded the Best Home Loan Provider as well as The Best Bank by Outlook Money Awards, 2008. 3 SBI has been rated as the Best Public Sector Bank for Rural Reach by Dun & Bradstreet. The Bank has won awards for topping SHG-Bank Credit linkage in Orissa, Jharkhand, Maharashtra, Uttarakhand, Tamil Nadu and Uttar Pradesh. 4 The Bank was awarded Readers Digest Pegasus Corporate Social Responsibility Award 2007 in recognition of its contribution towards Rural Community Development. 5 The Bank was conferred the following National awards by the Government of India (GOI), Ministry of Micro Small and Medium Enterprises for the FY 2007-08: First under "National Awards for excellence in lending to Micro Enterprises".
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Most Admired Infrastructure Financier Award by KPMG, Top Public Sector Bank under SME Financing by Dun and Bradstreet

Second under "National Awards for Excellence in MSE Lending". The Bank was also presented an award for outstanding performance in the area of finance to SMEs by Dun & Bradstreet.

6 State Bank of India Voted THE BEST BANK in Cash Management Services in local currency by Asia Money. 7 State Bank of India wins 2 awards for Best Rural Banking Initiative and Best IT Architecture

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Many of us prefer buying a second-hand car or a used car after obtaining a driving licence. The argument is: it is always better to go for a new car after honing your driving skills in a used car. Also, financing the used car is no more a nightmare. A large number of lenders, both in the banking as well as the NBFC space, like SBI, Allahabad bank, Tata Capital, Magma Fincorp and Fullerton Credit, finance used cars. As per my project title Market study on used car loans: scope for financing under this segment the nature of the project are as follows.

You can get finance for any model of a new car. However, in the case of used cars, the age of the car plays a crucial role in deciding whether it is loan worthy or not.

"The age of the car and the tenure of the loan combined together would generally not exceed five years"

Once you have identified a car you wish to purchase and approach a bank, the bank sends in a valuation expert to calculate the value of the car.

In general "used car" loans would cost 3% higher than new car loans. So while the interest rates for a new car loan would be 11-14 %, a "used car" loan would cost you 14-16 %.

Today the used car market has a number of organised dealers like Maruti True Value, Mahindra First choice, Hyundai Advantage , Toyota U Trust and Automart India.

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My project mentor gives the responsibility to take the survey of some of the well-known certified used car dealers and some private car dealers in Lucknow. The name of the dealers are as follows. Maruti True Value, Honda Auto Terrace, Ford Assured, Toyota U Trust, Hyundai Advantage, Car bazar, Tata Motors Fortune Cars,

To know the nature of the market for used cars in the Cities.

To enumerate the various players for used cars in the cities.

To enumerate the various reasons for customers opting a used car. To find out the awareness/ knowledge level of customers on the concept of Used Car Loan offered by State Bank of India.

To access the impact of promotional activities on the sale of used cars.

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INTRODUCTION:A used car, a pre-owned vehicle, or a second-hand car, is a vehicle that has previously had one or more retail owners. Used cars are sold through a variety of outlets, including franchise and independent car dealers, rental car companies, leasing offices, auctions, and private party sales. Some car retailers offer "no-haggle prices," "certified" used cars, and extended service plans or warranties.

History:Founded in 1898, the Empire State Motor Wagon Company in Catskill, New York was one of the very first American used car lots.

Used vehicle retailer:The Federal Trade Commission recommends that consumers consider a car retailers reputation when deciding where to purchase a used car.

Vehicle history reports:In the United States, an estimated 34% of consumers (in 2006) are buying a vehicle history report for used cars. Vehicle history reports are one way to check the track record of any used vehicle. Vehicle history reports provide customers with a record based on the vehicle's serial number (VIN). These reports will indicate items of public record, such as vehicle title branding, lemon law buybacks, odometer fraud, and product recall. The report may indicate minor/moderate collision damage or improper vehicle maintenance. An attempt to identify vehicles which have been previously owned by hire car rental agencies, police and emergency services or taxi fleets is also made. Consumers should research vehicles carefully, as these reporting services only report the information to which they have access. In some places the government is a provider of vehicle history, but this is usually a limited service providing information on just one aspect of the history.

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Used car pricing:Used car pricing reports typically produce these forms of pricing information. Dealer or Retail Price is the price you should expect to pay if buying from a licensed new-car or used-car dealer retail price. Dealer Trade-in Price or wholesale price is the price you should expect to receive

from a dealer if you trade in a car. This is also the price that a dealer will typically pay for a car at a dealer wholesale auction. Private-Party Price is the price you should expect to pay if you were buying from an

individual. A private-party seller is hoping to get more money than they would with a trade-in to a dealer. A private-party buyer is hoping to pay less than the dealer retail price. Haggle-Free Price is a price at a dealer or wholesaler that is non-negotiable. The price

is typically highly competitive. Some examples are former rental car companies.

The growth of the Internet has fuelled the availability of information on the prices of used cars. This information was once only available in trade publications that dealers had access to. There are now numerous sources for used car pricing. Multiple sources of used car pricing means that listed values from different sources may differ. Each pricing guide receives data from different sources and makes different judgments about that data. Pricing of used cars can be affected by geography. For example, convertibles have a higher demand in warmer climates than in cooler areas. Similarly, pickup trucks may be more in demand in rural than urban settings. The overall condition of the vehicle has a major impact on pricing. Condition is based on appearance, vehicle history, mechanical condition, and mileage. There is much subjectivity in how the condition of a car is evaluated. There are various theories as to how the market determines the prices of used cars sold by private parties, especially relative to new cars. One theory suggests that new car dealers are able to put more effort into selling a car, and can therefore stimulate stronger demand. Another theory suggests that owners of problematic cars ("lemons") are more likely to want to sell their cars than owners of perfectly functioning vehicles. Therefore, someone buying a used car bears a higher risk of buying a lemon, and the market price tends to adjust downwards to reflect that.

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Controlling used car depreciation:Car companies have a vested interest in ensuring that cars do not depreciate too heavily for two main reasons:

Brand reputation: If a car becomes known for losing a lot of money as a used car,

it scares consumers away from buying them new.

Fleet sales: Car companies survive because of fleet sales, which give manufacturers

crucial guaranteed sales that allow them to plan production volumes and achieve economies of scale that make selling cars to consumers more viable. The manufacturers sell cars in large blocks as company cars, or to leasing businesses and these deals are all worked out on the likely value of the cars when they are sold off again (for example in 24 months). Car manufacturers, lease companies and anyone with large stocks (of cars) has a vested interest in ensuring that cars do not lose value too quickly. They often attempt to manage the depreciation through securing positive media coverage of the cars and managing supply into different sales channels (such as auction, supermarkets and dealers) so that there is no over-supply of any particular model in any geographic area. This ensures that demand per car stays high and prices do not drop too quickly.

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The pre-owned, or used, car market continues to be fragmented and unorganized. Despite the rapid growth of the organized used-car dealers and manufacturer-owned pre-owned car outlets, the market for old vehicles continues to be dominated by individuals trying to sell and buy cars. However, the pre-owned vehicles market is likely to mature as the car ownership base grows. The scorching pace at which the new car market has grown this fiscal and the growth projections for the next are indicators of the potential growth of the used-car market in the next few years. Further, in addition to the number of two-wheeler owners who are looking to buy a car, the number of existing small-car owners hoping to upgrade to a three-box (sedan) car will progressively drive used-car sales in the two critical B and C segments. The C segment (particularly entry-level) used car sales are expected to witness the kind of sales boom that B segment used cars saw over the past two years.

Organized market imminent

Company-owned used-car outlet and increased demand for certified used cars are likely to become the dominant themes. It is evident, from the surge in the number of car manufacturers entering the pre-owned cars business, that the used car market is getting increasingly attractive, both in terms of its potential to generate sales volumes and higher margins. For the car-maker, the organized used-car business also throws up the possibility of better using the dealer-cum-service outlet's vehicle servicing capacity. The manufacturer-sponsored pre-owned car business has seen entrants such as the car market leader Maruti Udyog, with its Maruti True Value brand, Ford India, with its Ford Assured, and Hyundai with its Hyundai Exchange brand. After starting out in a small way amongst their dealerships, many of these manufacturers are now actively involved in streamlining their used-car operations.

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Better place to shop

For the used-car buyer, the manufacturer-sponsored outlet is much better place to go shopping. In addition to being able to buy a certified car at a fair price, these outlets will also ensure that the paper work is right, throw in a couple of free services, offer an extension of warranty at times, help with the transfer of the vehicle's ownership and complete formalities at the regional transport office (RTO).

A certified used car, including the charges for inspection and certification, is usually priced 510 per cent more than a similar used car in the unorganized segment. Despite the higher cost, for the average first-time car buyer, a certified car is the better option. In the absence of any organized car history services being offered by independent consultants and a more transparent vehicle insurance system, getting background information about the previous owner and the used-car is extremely difficult for buyers looking for a deal.

Used-Car Buyer Behaviour:

However, used-car buyers continue to be hesitant to shop for their cars at manufacturersponsored outlets. A recent study about the resale value of cars in India conducted by NFO Automotive, part of the NFO World Group, threw up interesting points. Some of the key findings of NFO Automotive inaugural 2003 India Used-Car Buyer Study (UCBS) were: Very few Indian buyers pay for an expert to evaluate the vehicles; most rely on their personal mechanics and friends. Low reliance on vehicle financing at 20 per cent compared to nearly 65 to 70 per cent for new car buyers. Word-of-mouth, classified advertisements, and used-car brokers are the key sources of deciding brand and price, with the Internet and manufacturer-backed sources playing only a limited role. Lack of shopping - over 60 per cent owners are pre-determined in their used-car model choice and do not shop around. The age of car (model year) and kilometres on the vehicle are the top evaluation criteria. The degree of importance attached to accident history, ownership transfers, and service/ parts availability is relatively lower.
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Used-car finance
More than two-thirds of all new cars sold are part financed through auto loans. Intense competition, reliable retailing channels and cross-subsidization of the financier's interest costs by the vehicle manufacturer have brought down interest rates for new cars dramatically during the last two years. However, the interest rates for financing used-cars continue to be uncompetitive. The interest rate for financing of new cars ranges between 7 per cent and 11 per cent on a reducing balance basis depending on manufacturer and model. On the other hand, interest rates on used cars range from 14 to 19 per cent, close to the rates for a personal loan. The interest rates for certified cars being offered by manufacturer-sponsored outlets are usually lower than financing for used-cars bought from the open market. This again is largely due to the higher reliability factor and, in some cases, to some kind of preferred financing arrangement the manufacturer has with the financier.

More reliable experienceOverall, the process of buying a used-car can be fruitful and risk-free, if you take the necessary precautions (refer accompanying story) and opt for buying a certified car. With the increased presence of the organized used-car dealer, the rate of growth in the pre-owned car market is likely to outstrip new car sales. Though a more market-friendly interest rate, which is on a par with the prevailing rates for new cars, will continue to elude used-car financing, at least the differential between the two rates are expected to gradually narrow. This is likely to happen after the reliability factor goes up in the used- car market.

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Tip sheet Buyers

Check out these following aspects before closing a deal:
If you are on a tight budget and plan to buy an entry-level car in any of the segments, a usedcar may not always be the best option to upgrade to the higher segment. Instead, you may opt for a new car in the lower segment. If you do decide to upgrade to a bigger, higher segment used-car, then you have to be ready for accelerated depreciation post-purchase and uncompetitive interest rates, if you are part financing the buy. It is better to go in for a certified used-car rather than trusting the judgment of your neighbourhood mechanic. Check the used-car seller's insurance records for the car's claims (accident) history, if any. Avoid cars that have had more than one previous owner. A used-car owner who has been meticulous with the car's paper work and maintains an exhaustive log of repairs, oil change, service will, in all probability, have been meticulous with the car too. If you are confident of about your own assessment skills and feel that you can do the job of scouting for a used-car better, then the pointers given in the box alongside may be of help.


Here are a few pointers that can be of use when you decide to sell your car:
Selling your car through a used-car dealer may be a better option than attempting it yourself, despite the commission that you have to fork out to the dealer. It will also still be worth it, especially if your car is more than three/four years old, to get the vehicle used-car certified by an authorized car dealer or certifying agency. Passenger car manufacturers are nowadays offering attractive loyalty bonuses and exchange plans for programmes for existing car owners to upgrade or switch to a new car. But if your car is not more than three years old, it may still fetch a better price in the open market. So, sell that car yourself and talk down the price of the new one with the dealer. You will win both ways.

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Go to the used-car market with realistic expectations. Remember if your car has had crashes in the past, no matter how well it has been restored, its resale value will have dropped never be the same. If you have avoided frivolous repairs and the subsequent insurance claims from your auto insurance company, or if your car has had an accident-free history, then, do not forget to transfer the no-claims bonus from the used car's insurance policy to the insurance cover for the new car. You can transfer almost half of your no-claims bonus and help shave off a large chunk of the premium payable on the new car.


Global Scenario

In developed markets like U.S, Europe, Japan etc the market is very big and organized. - U.S Market Size: 1:3(48 Million) - Japan Market Size: 1:1.8(8.4 Million)
- India Market Size: 1:1(Estimated)

3-level Evolution of Certified Programs-

Level 1

Market is highly unorganized, dominated by purchase houses and C2C

Level 2

Market is highly unorganized, dominated by purchase houses and C2C; new car dealers also start their used car programs.

Level 3

Certified programs by OEMs start as customers started demanding for assurance from OEMs.

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Indian Used Car Market

Estimated - To be 1:1 - i.e. for every one new car one old car is sold - In U.S the market is 1:3 - Indian market is also growing in the direction of the developed markets.

Market Structure
Customer to Customer- 60% - I.e. between friends, relatives and reference individuals. Broker Market- 30% Organized Market- 10% Lacks- Reliability - structured pricing mechanism - structured exchange/ upgrading facility - Assurance, warranty, etc

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CUSTOMER ANALYSIS Indian Customer ExpectationsSeller expectation Seller expectation

Correct pricing of vehicle reflecting market value

Prices offered by brokers are as per the market.

OEM backed dealership

Pricing is as per or above market, however only in exchange scheme.

True evaluation of the vehicle

None finds faults in cars which do not exist.

Yes, thorough elaborate checklist.

Financial speed of setting the account reliability Very low Form of payment- wants flexibility between cash and cheque. Car to be left in the dealership Credibility of the buyer Logistics- time and distance of travel to selling point. Doubtful Few pockets in the city or through local workshops Can be known One or two outlets in limited cities. Unsafe Safe Mostly cash High Cheque Yes, at a cost Yes

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Buyers expectation: Buyers expectationBuy a reliable car Unreliable Reliable Backed by refurbishment and warranty provided by a third party. Fair price Transparency Clean documentation Unreliable Very poor Very poor At par with market Good Yes


OEM backed dealership

Top 5 reasons for Customer Going for Finance

1. 49%- fast paper work 2. 43%- interest rate 3. 41%- reputation of finance company. 4. 33%- good finance terms 5. 21%- flexible of finance terms.

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Buying a New Car vs Used Car

Regular product launches, frequent model updates and easy access to financing have created an abundance of used cars in the Indian automotive market. We have seen some tempting propositions that would be better described as pre-worshipped Rather than "pre-owned". Product quality in this market is much higher than ever before and a good find will offer incredible value for your money.

Team-BHP has studied the pros and cons of buying a pre-owned car and now shows you why its worth a second look.

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PROS: More car for your money: OR same car for lot less money. Depreciation of value
accounts for the major cost of owning a car why not let someone else take the hit? For the price of a new car you can bring home a well-maintained pre-owned car from a much higher segment. Sedans from segments C and D lose as much as 40% of their value in the first year alone. A one-year old Skoda Octavia RS, which retails new for almost 15, 00,000, can be had for about 9, 50,000 little more than more than the price of a new Honda City Vtec. Further down the price range, a late model Honda Accord can be had for the price of a new Suzuki Swift, and a 3 to 4 year old Honda City, Mitsubishi Lancer or Maruti Baleno will go for close to the same price as a new Alto.

Reliability: Gone are the days of used cars needing regular trips to the mechanic. With
most cars on the market today, long-term reliability is part of the package. Japanese manufacturers typically rule the roost in this area and offer reliable performance for at least 200 000 km, if properly maintained. A well-maintained sedan with 40 000 km on the odometer can be considered a virgin.

Certified pre-owned cars: Certain authorized dealerships now offer certified pre-owned
cars. While these cars carry a premium on their price tags, they are put through an exhaustive inspection and change of parts to ensure a near-new car experience. Some certified preowned cars are also cosmetically improved by the dealer.

Extended warranties: If the pre-owned car you are looking at is only a year or two old,
odds are that you can take advantage of an extended warranty. There are two types of extended warranties: those that cover almost all components (like a new car warranty), and others that warrant only the engine and transmission.

Financing availability: Financing is now available for used cars, though your financial
institution may have restrictions on the model vintage.

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Less depreciation: If you are a business owner, the taxable benefits of depreciation are
likely to be important to you. Used cars depreciate less than new cars and consequently offer fewer tax write-offs.

Not the latest: The best deals to be had are often on cars that are a generation or two old,
such as older Honda Accords, Toyota Qualis, and Maruti Zens. Of course, there are also some good deals available for current generations.

Higher interest rates: The interest rates on used car loans are significantly higher than
on financing for new cars. Potential customers generally buy pre-owned cars with cash. On the bright side, if you or your family has invested in fixed deposits,you are in luck. Taking a loan against fixed deposits leads to very lucrative interest rates, minimal paperwork (if at all) and flexible repayment plans. Click here (Car Loan against Fixed Deposits) to read the full discussion on this subject.

Car history: Pre-owned cars may have been damaged by negligence, floods, or accidents
and only superficially repaired. Verifying car history can be a time consuming chore.

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Difficult to find: There is much effort involved in searching for a pre-owned car that suits
your taste and budget. You may have to scan many advertisements and visit several dealerships before finding the car for you. It is not as simple as walking into a showroom and filling the order form for a new car.

Maintenance: This is an often-overlooked factor. The cost of maintaining a pre-owned car

of a given price will be more than the cost of maintaining new car of the same price. For example, a 5 lacs rupee pre-owned Honda Accord or Mercedes Benz W124 will cost more in upkeep than a new 5 lacs rupee car.

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Term Loans are sanctioned by the Bank for purchase of passenger cars, Multi Utility Vehicles (MUVs) and SUVs not more than five years old. However, financing of old vehicles on the basis of duplicate Registration Books will not be entertained

2. Eligibility:
Age: 21-65 years. Loan must be fully repaid before the borrower attains the age of 70 years. Loans can be granted by sanctioning authority to individuals who have sufficient,

regular and continuous source of income for servicing the loan repayment beyond 65 years.

Permanent employees of State/Central Govt., Public Sector Undertakings,

corporations, private sector companies, and reputed establishments are eligible under the scheme. Professionals, self-employed and others who are income tax assesses and persons engaged in agriculture and allied activities can also avail of the loan facility.

2.1. Salaried Persons:

Net annual income of applicant and/or co-applicant if any, together to be 1,00,000/-

and above. Net monthly income of applicant(s) should be at least 2 times of EMI

(Clarification: net monthly income will be equivalent to monthly Gross salary net of all statutory deductions like Income Tax and compulsory deductions like Employee Provident Fund etc. No other deductions should be deducted from the monthly Gross Salary to arrive at the NMI. Accordingly, NAI will be 12 times of NMI as defined above.)

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2.2. Self-employed and Professionals: Net annual income of applicant and/or co-applicant if any, together to be 1,00,000/-

and above for the last year as per income tax return. Net monthly income of applicant(s) should be at least 2 times of EMI

2.3 Persons engaged in agriculture and allied activities: Same as for Selfemployed and Professionals except that income tax return will not be required.

(Clarification: Regular income from all sources can be considered provided the sanctioning authority is satisfied with the proof of income. Income of spouse, father, mother, brother, sister, son and daughter may be included for arriving at the loan eligibility (any one). The person whose income is included will join as a coborrower. The maximum number of applicants should be restricted to two.)

3. Authorized Branches: 3.1 It has been decided by the appropriate authority to authorize All scale III & above branches, all PBBs, all District Head Quarter branches, Project Area branches and all Branches authorized by the AGM (RBOs) to process, sanction and disburse car loans till 30.09.2013.

The following should be ensured:-

a. Mapping of these branches to the dealers of different car manufacturers have to be ensured. Number of car loans per branch have to be given as targets and monitored;

b. The identified branches have to process the car loan applications through LOS, where in score cards/ CIBIL checks have already been automated;

c. The loans will be controlled by the controllers; d. RACPCs will accept the documents from the branches at fortnightly intervals for follow up and maintenance;

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e. The RC book and the insurance certificate etc. will be followed up by the respective RACPCs in BPR centers and by the sanctioning branches in Non BPR centers.

f. We advise that the car loan applications falling beyond the discretionary powers delegated to the Branch Managers of authorized Branches need to be sanctioned by the Regional Manager of the respective Regional Business Office, in BPR and Non-BPR centers as well. This will also ensure uniformity and clarity in approach at all the Circles.

3.2 The branches other than those mentioned under 3.1 above will source the car loan applications and get them processed and sanctioned through respective CPCs. 4. Loan Amount:

4.1 The maximum loan amount that can be granted would be restricted to 30 times the net monthly income of salaried persons (i.e., net of all deductions including actual monthly tax deductions at source). In case of others, maximum loan amount would be 2.5 times the net annual income (i.e., income as per latest income tax return filed less taxes payable). For agriculturists the annual net income should be arrived at by branches, based on the nature of their activity, (i.e., farming, dairy, poultry, and orchards) land holding, cropping pattern, yield, etc. and average level of income derived there from in the area. Subject to a maximum of 15 lacs.

4.2 Regular income from all sources can be considered provided the sanctioning authority is satisfied with the proof of income.

4.3 Income of spouse, father, mother, brother and sister may be included for arriving at the loan eligibility (any one). The person whose income is included will join as a co-borrower. The maximum number of applicants should be restricted to two. The loan repayment should be made from the account of the person in whose name the vehicle is registered or through an account with us in the joint names of the borrowers.

4.4 In no case should the EMI/NMI percentage exceed 50%.

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4.4.1 EMI will include all EMIs towards existing loans and proposed loan;

4.4.2 The NMI will be equivalent to the Total Gross Income less statutory and compulsory deductions like Income Tax, Employee Provident Fund etc.

4.5 However, the Branch Manager/RACPC head or the sanctioning authority, where such sanctioning authority is not below the rank of Chief Manager, will have the discretion to grant a higher loan, subject to EMI/NMI percentage not exceeding 60% in case of tie-ups with reputed PSUs/ corporates or institutions or owing to strategic reasons. 4.6 For customers with NAI of 10 lacs and above, the EMI/NMI ratio may be relaxed up to 70% by sanctioning authority not below the rank of Assistant General Manager.

5. Margin:
5.1 For all Loans margin is 15%

5.2 The total cost of vehicle is inclusive of one time road tax, octopi, registration, insurance and accessories. Any consumer offer or discounts announced by the manufacturers and dealers should be reduced from the on-road price of the vehicle. 5.3 The maximum cost of accessories should not exceed 5% of the cost of vehicle or 25,000/-, whichever is less.

5.4 The sanctioning authority will have discretion to reduce the margin by 5% where check off facility from a reputed employer is available. He may permit further relaxation in margin upto 5%. 6. Valuation:

6.1. Certificate of fitness/valuation from a reputed garage would be required which should be retained with the loan documents. The garage should be authorized by the Liaison Officer in the LHO/ZO in big cities.

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6.2 Branches should ensure that the fitness and valuation is appropriate to the past ownership pattern. Care should be taken to avoid models, which have a low second/third hand demand like Fiat Uno, Daewoo, Matiz, etc.

7. Take Over Of Loans:

(i) Takeover of car loans may be considered selectively where:

(e) The vehicle is not more than 2 years old (f) It is a single ownership vehicle (g) no insurance claim has been availed and (h) The account of the borrower with the other bank is a Standard Asset i.e. all repayments have been made as per terms of sanction of the original financier.

(ii) The loan should be repaid within 7 years from the date of the original purchase of the vehicle

(iii) Reimbursement of costs of unencumbered vehicles can also be given under the above takeover norms and other terms of financing old vehicles up to 2 years of age.

(iv) In case of takeover of Car Loans from other banks. The rates of interest for new vehicles will be applicable, if no change in ownership is envisaged.

8. Repayment:
8.1 The loan should be repaid in suitable monthly/quarterly instalments acceptable to the customer in such a manner that the loan is liquidated as under: Maximum 7 years for all categories of borrowers

8.2 The customer will have option for payment in shorter duration.

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8.3 In case of Car Loans to agriculturists, the periodicity of instalments for repayment should be decided upon the merits of each case, on a realistic basis, coinciding with harvest of the crop at half yearly/yearly intervals or coinciding with the generation of income from ancillary agricultural activities pursued by the borrower e.g. dairy/poultry etc. or in monthly/quarterly instalments in case of other regular sources of income.

8.4 For old vehicles recovery should be such that the loan gets repaid within 7 years from the date of original sale.

8.5 The repayment should be fixed on the basis of equated instalments, preferably with a check off facility in the case of salaried persons.

8.6 The Equated Instalment will be determined on the basis of the current rate of interest.

8.7 Where check off facility is not available, postdated cheques should be obtained.

8.8 Under check off arrangement, an Irrevocable Letter of Authority, as per Annexure-Car II, is required to be obtained from the borrower (employee) concerned and a letter of undertaking is to be taken from the employers as per Annexure-Car III.

8.9 In case of Govt. officers, who are themselves the Drawing and Disbursing authorities and take car loans, a letter of undertaking on the lines of Annexure- Car VIII need only be obtained.

8.10 Wherever Electronic Clearing Service (ECS) is available, the Bank may use the services for paperless debit of instalments. Additionally, six undated and duly signed cheques to cover the loan amount should be obtained from the borrower

8.11 Repayment cycle:

For loans disbursed on or before 15th of the month and on or after 16th of the month, the repayment date should be fixed as 10th and 20th of the following month respectively.

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8.12 Seizure of vehicle:

Whenever a cheque is dishonored or an instalment due remains unpaid for the first time it should be immediately brought to the notice of the borrower by issuance of a notice.

9. Rate of Interest:
Interest rates will be as conveyed from time to time.

9.1 Rate of interest in case of takeovers: In Case of takeover of Car Loans from other banks, rates of interest for new vehicles will be applicable, if no change in ownership is envisaged.

9.2 The various concessions offered and conveyed as follows:

i. Special concession under Plus schemes given under all products viz. Home Loans, Auto Loans, Festival Loan and SARAL, and under Credit Khazana will be 0.10%.

ii. Network GMs have discretion to quote concession of 0.25% in interest rate to all customers who are eligible under the Corporate Salary Package subject to upper ceiling on concessions.

9.3 The effective interest will increase or decrease with every increase or decrease in the Base Rate or whenever the rate of interest on Car Loans are revised without changing Base Rate, this should be advised to the borrower(s).

9.4 While generally the Equated Monthly Instalment need not be changed with every change in the interest rate, should the borrower seek an EMI reduction consequent to a rate reduction the same may be permitted if the account is a standard asset and the loan amount outstanding is at least 5 lacs and the interest rate reduction is of 1% or more.

9.5 The above facility will be permitted only once during the currency of the loan. 9.6 The Bank also reserves the right to increase the EMI in case of interest rate rise.

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9.7 The product codes are as under: Used Car Up to 3 years 6251 1033 Used car > 3 to 7 years 6251 1034

It has been decided to revise the Base Rate downwards by 5 bps from 9.75% to 9.70% effective from 4th February, 2013. Accordingly, the revised interest rates effective from 4th February, 2013 will be as under: (Base Rate = 9.70% p.a.)

1 2

Up to 3 years > 3 years

Rate of Interest
7.25% above Base Rate i.e. 16.95% p.a 7.50% above Bate Rate i.e. 17.20% p.a

10. Penal Interest:

10.1 Extant policy on Penal Interest Rate on was reviewed in the light of the special characteristics and requirements of Personal Segment loans, and the Board has approved the revised Penal Interest Rate Policy for Personal Segment loans as under:

Extant instructions for standard Revised instructions for proposed for Personal Segment Loans
Penal interest should not be charged for loans up to 25,000/For loans above 25000/- , penal interest rate @ 2% on the entire outstanding for the period of default should be recovered if the EMI remains unpaid for a period of 30 days from the due date. For Loans above 25000/- , if the irregularity exceeds EMI or Installment amount, for a period of one month , then penal interest would be charged @2% p.a.(over and above the applicable interest rate) on the overdue amount for the period of default. If part installment or part EMI remains overdue, then penal interest should not be levied*. This provision

standard Personal Segment Loans

No change

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10.2 As per the extant loan policy of the Bank, the sanctioning authority has been given the discretion for sanctioning waiver of application of penal interest for default in payment of interest/installment in case of Term Loans. It has now been decided to add the following qualifiers for use of this discretion:-

(a) Waiver will only be ex-post facto, i.e. the system will levy penal interest as per the rule, and appropriate authority can permit refund, and (b) Discretion should be utilized only where the borrowers claims for waiver is merited on facts such as late presentation of PDCs by us, etc.

10.3 Provisions of this policy may also be used by the operating units to correct the existing anomalies in the p-segment loan accounts which have arisen due to application of incorrect penal interest.

10.4 Deputy Managing Director & Group Head (NBG) has been given authority, subject to compliance with RBI guidelines, BCSBI/IBA Code etc. to raise the floor limit above the minimum prescribed by the RBI, (Presently 25,000 as per minimum floor prescribed by RBI) within the Bank according to business exigencies but in compliance with RBI guideline.

11. Processing Fee:

Processing fee is to be recovered on the loan amount upfront as under: (a) When loans are sanctioned: 0.51% of the loan amount subject to Minimum of 510/- and maximum of 10200/-. (b) When loans are rejected: 25% of the Processing Fee will be retained if the application is rejected after pre-sanction survey subject to Minimum of 510/- and maximum of 2550/-.

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The General Manager of respective Networks at the Circle can reduce processing fee up to 50%, in car loan in respect of:

(a) Short term promotional drives;

(b) Bulk finance with availability of check-off from reputed employers.

12. Security:
a. Hypothecation of vehicle and noting of hypothecation charge in the books of R.T.O.

b. Spouse should be made co-borrower, if his/her income has been taken into account for computing eligibility of loan amount.

c. Any other security including third party guarantee may be obtained only when there is a need for credit enhancement e.g. credit score below threshold limit, any other business consideration.

No other security to be obtained.

13. Documentation:
i) Application Form Annexure-Car I ii) Irrevocable Letter of Authority from the borrower Annexure-Car II iii) Letter from the Drawing and Disbursing Officer Annexure-Car III iv) Letter forwarding demand draft/Bankers cheque to supplier /dealer Annexure-Car IV v) Hypothecation Agreement Annexure -Car V vi) Guarantee Agreement where applicable Annexure-Car VI vii) Arrangement Letter Annexure-Car VII viii) Irrevocable Letter of authority where Drawing and disbursing officer himself is the applicant Annexure-Car VIII

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14. Insurance:
14.1 The vehicle purchased is to be kept comprehensively insured in the name of the borrower for the market value or at least 10% above the loan amount outstanding, whichever is higher, and the Banks interest as a hypothecate should be noted in the certificate of insurance and insurance policy. A copy of this is to be retained with the loan documents.

14.2 Insurance register is to be maintained.

15. Mode of Disbursement:

15.1 It has been decided that all car loan proceeds should be disbursed only by way of RTGS/NEFT facility. In case the dealer is maintaining account with the branch of State Bank of India, the proceeds should be credited through CBS system. 15.2 The existing letter from branch forwarding demand draft/bankers cheque to dealer/supplier needs to be suitably modified to provide for payment of proceeds by way of RTGS/NEFT or through CBS system to the dealers. The format of the letter is attached as Annexure- Car-IV. 15.3 The names and addresses of the dealers are available in LOS and therefore the genuineness of the dealer can be checked from LOS. Also the account number of the dealers should be obtained beforehand, and any change in account number should be dealt with caution.

16. Prepayment Penalty:

Pre-payment fee of 2% of the amount of the loan prepaid will be levied if;

The loan is taken over by any other bank/financial institution Or The loan is repaid before expiry of half of the agreed repayment period Or Partial repayment is being made in the first year
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However, no pre-payment penalty should be levied if the loan account is foreclosed for taking a fresh car loan for new or used car from Bank.

17. Pre-sanction survey and completion of KYC formalities:

To be conducted as under:

(a) Only one official from RACPC, MPSF or Branch to visit the customer for KYC & Presanction survey which should be done together. The KYC, Pre-sanction Survey & Opinion Report prepared by official of any of these offices under his/ her signature & seal should be acceptable to sanctioning authority.

(b) For existing customer, Pre-sanction survey and KYC can be waived if the address of the customer has not changed and he is a:

Home/Personal Loan customer with minimum one years satisfactory track record. OR A car loan customer with a satisfactory track record, who wants to avail another car loan. OR

Customer having satisfactory deposit account with average balance of 50,000/- & above and banking with us for at least one year. OR

Under Corporate Tie-ups where check-off is available.

18. Inspection:
For Standard Asset accounts periodical inspections are waived after the initial inspection. However, if there is a default of 2 monthly instalments, inspection would be required. In case of NPA accounts inspections should be made twice a year. Inspection register is to be maintained properly.

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19. Discretionary Powers:

To be exercised as per the Delegation of Powers advised by the LHO.

20. General:
The following papers to be submitted along with loan application:

1. Statement of Bank account of the borrower for last 12 months. This will facilitate in arriving at the credit score of the applicant in the car loan scoring model.

2. 2 passport size photographs of borrower/Guarantor(s).

3. Signature identification from bankers of borrower/Guarantor(s).

4. A copy of passport /voters ID card/PAN card.

5. Proof of residence by way of tax receipts, telephone bill, electricity bill or any other document that comply with the regulatory and/or KYC requirements.

6. Latest salary-slip showing all deductions and TDS certificate-Form-16 in case of salaried persons.

7. I.T. Returns/Form 16 for the last 2 years for salaried employees and 3 years in respect of professional/self-employed/businessmen duly accepted by the ITO wherever applicable to be submitted. It is not necessary to obtain both I.T. Return and Form 16 from the applicant.

8. Proof of official address for non-salaried individuals.

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Relaxation may be permitted by obtaining ITR/Form 16 for 1 year and Statement of Bank Accounts for 6 months, by one step higher sanctioning officer, provided they are satisfied about the genuineness of source, amount and continuity of income confirming repayment capacity of the borrower over the loan tenor. In all such cases the basis for income verification should be properly recorded on the loan appraisal.

21. Processing Time:

The maximum time schedule for receipt of application and sanction/disbursal of the loan is 2 days. For effective monitoring of the above a register should be maintained at the Branch/Offices on the lines of the register maintained for SIB advances. Control Report and Irregularity Reports should be sent to controlling office as per extant instructions for Personal Segment Advances.

22. Transfer of Accounts:

Standard assets can be transferred from one branch to other branch at the request of borrower.

23. Place of availing loan:

Loan can be availed at the place of permanent residence or work. However, inspection and verification of asset would be done by an office located at the center where the asset is maintained. An inspection fee of 350/- will be charged for this purpose. The inspection charges are to be recovered every time an inspection is carried out as per the laid down instructions. The inspection fee of 350/- will be recovered by the inspecting branch by raising a debit on the financing branch and credit it to its commission account. The arrangement letter should clearly mention levy of this charge and its periodicity (if stipulated).

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Certified Pre-Owned Car:A certified pre-owned car or CPO is a type of used car.

Most often late-model, they differ from other used cars by having been inspected, refurbished, and certified by a manufacturer or other certifying authority. They also typically include an extended warranty, special financing, and additional benefits. Luxury marques Lexus and Mercedes-Benz were among the first to create CPO programs in the 1990s. There are variations as to what is termed certified pre-owned, so the distinctions are important. Manufacturer (or "factory") CPO vehicles are only sold at authorized dealers specializing in that particular franchise. Factory CPO cars are generally five years old or newer and have less than 80,000 miles. They often cost more than vehicles certified by independent authorities, and are higher priced than a non-certified used vehicle. Independent programs can represent good value and an alternative to an OEM program. Independents may hold a vehicle to a higher standard than an OEM, or may be less stringent in their inspections. Independents include brands such as the National Vehicle Certification Program (or "NVCP"), Car mark, and others. Dealer-certified programs represent a third category, as they are often promoted as Certified Pre-Owned. These vehicles generally have not been inspected by anyone outside the dealership, but do typically carry a warranty or extended service contract to provide some protection to the consumer.

With any certified pre-owned program, who does the actual inspection and reconditioning repairs may be significant. Both OEM and dealer-certified program vehicles are typically inspected by employees of the selling dealer- not by the manufacturer as may be assumed. Independents may employ a disinterested third-party inspector to ensure objectivity, or may allow the dealer to inspect their own vehicles.

Because warranties, vehicle inspection points, and other program components will vary, prospective buyers would be wise to decide what defines CPO for themselves, by comparing the programs to determine what best represents their needs and expectation

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CERTIFIED PRE-OWNED CAR LOAN SCHEME 1. When the Used Car Loan Scheme was launched, the used car market was just picking

up and had not matured. Therefore, there was an element of abundant caution in pricing. Some of the well-known certified used car dealers in India like Maruti True Value, Honda Auto Terrace, Ford Assured, Toyota U Trust, Hyundai Advantage, BMW Infinity Cars, Tata Motors Fortune Cars, Mahindra First Choice,

etc. have already established as a good market players in this segment, while many more have plan to come. Now the market has matured and reputed car dealers in cooperation with manufacturers have come up with certified cars and offer certain advantages like extended warranties, financing terms, service perks etc just like in the case of a new car. There is a well-organized market and there is immense potential available in this particular segment. 2. To finance this category of car buyers in a focused manner, the competent authority has approved Certified Pre-Owned Car Loan Scheme by tweaking our existing Used Car Loan product and narrowing down the interest differential between New Car loans and the Certified Car Loans. The new Certified Pre-Owned Car Loan Scheme is enclosed as Annexure-1. 3. All other terms and conditions regarding eligibility, type of loan, margin, loan amount, repayment period, processing fee, insurance, discretionary powers, and place of availing loan, mode of disbursement, Pre-payment penalty and Penal Interest Rate etc are as applicable to Used Car Loan scheme. Our existing Used Car Loan Scheme will run concurrently and will cover other than Certified Pre-Owned Cars.

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4. Documentation: Under Certified Pre-Owned Car Loan Scheme the additional valuation certificate is not required. The company purchase vehicles directly from sellers and check thoroughly the vehicle, insurance/service history and its ownership. They do not get the vehicle transferred in their name. As and when they find a purchaser, they sell the vehicle and transfer the vehicle to the purchaser. Hence the payment has to be made to these vendors as they have already made payment to the original owner. A stamped indemnity will have to be obtained on the letterhead of the Dealer of Certified Pre-Owned Car, to protect the Bank in case of any ownership issues being raised by the original owner of the vehicle. The format of indemnity approved by Law Department is enclosed as Annexure-2. 5. Service fee for sourcing business to SBI is to be paid at flat 2% of the sanctioned loan amount to these Dealers. The above service charges is payable only if the repayment period of the Car Loan is at least two years.

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Car Loan Interest Rates for 3 years duration for purchase of pre-owned car:
(fl: floating, fi: fixed)


Rate Duration More Info (%)

EMI for 3 yrs loan(assuming loan of 1 lakh)


Up to 7 years

Rate applicable for purchase of Any (new 3,273.87 or pre-owned) car; In case of Salary tie-up & Full Collateral security, Doctors/Medical Practitioners Rate applicable for purchase of Any (new 3,288.10 or pre-owned)car Rate applicable for purchase of Any (new 3,326.21 or pre-owned) car Rate applicable for loans above 10 lacs; purchase of Pre-owned car; Rate applicable for purchase of Any (new 3,381.45 or pre-owned) car 3,369.40

Vijaya Bank

11.30 (fl)

Up to 5 years

Corporation Bank

12.10 (fl)

Up to 3 years

Bank Of India

13.00 (fl)

Up to 6 years

Indian Overseas Bank Punjab And Sind Bank

13.25 (fl)

Up to 3 years

13.50 (fl)

Up to 5 years

Rate applicable for loans up to 10 lacs; purchase of Pre-owned car;


State Bank Of India

17.25 (fl)

Up to 3 years

Rate applicable for purchase of Preowned car;


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To know and study/analyses the SCOPE OF USED CAR LOAN by STATE BANK OF INDIA in Lucknow city.

Sub Objectives:

To know the nature of the market for used cars in the Cities.

To enumerate the various players for used cars in the cities.

To enumerate the various reasons for customers opting a used car. To find out the awareness/ knowledge level of customers on the concept of Used Car

Loan offered by State Bank of India.

To access the impact of promotional activities on the sale of used cars.

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The geographical scope of the study is restricted to LUCKNOW only.

All the analysis and suggestions are based on the analysis of the both primary and secondary data.

Therefore the scope of the study revolves around the following aspects:-

Consumer perception towards Used Car Loan.

Consumer awareness about Used Car Loan scheme and its benefit.

Aware the Bank about the customer problems, especially in case of automobile sector.

The value of a used car is considerably lower than a new car,

The depreciation cost is lesser as compared to the new car,

Used car loans are simpler, easily available and cost lower than the new car loans

Used car can be modified according to the owner's preference.

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Limitations of study:

As we are short of time having only 6-8 weeks for the summer training so we cant do a deep study. Less number of feedbacks is the limitation of this study.

Period of study: 16thmay to 16thjuly

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Exploratory research
Exploratory research is concerned with discovering the general nature of the problem

and the variable that relate to it. Exploratory research is characterized by high degree of feasibility and it tends to rely on secondary data. During this study, exploratory research is carried to identify the variable like, customer satisfaction level, basis of purchase decisions, important of brand name, customer opinion regarding various preferred feature, the innovative advertising strategies used by the companies, which decides the strength of the company to be in the customers mind and also to grab the major portion in the market. After discovering the general nature and the variable relating to it, with the help of exploratory research, a descriptive research will carried out during the study for the purpose of accurate description of variables. Descriptive research carried out with the help of primary data collected from the customer through questionnaires.


Data collection approach

To carry out this research, primary data and secondary are collected.

Primary data (survey data)

Systematic collection of information directly from respondents. This data is collected for the descriptive research. The survey data collected during the study includes the data collected through questionnaire and face-to-face interview with customer to know about the consumer behaviour.
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Secondary data

The first step in data collection approach is to look for secondary data. Usually it is the data developed for some purpose other than for helping to solve the problem at hand. Secondary data are collected through various magazines, internal experts, website, directories, external experts and miscellaneous report.


Measurement Technique

In this project following measurement techniques are used to collect information.


For the purpose of this project self-administered questionnaire to potential customers and for standard commercial business enterprises located in LUCKNOW city.

Analysis of DATA

Data are useful only after analysis. Data analysis involves converting the series of data recorded observations into descriptive statements. The survey will carried out in LUCKNOW city, and the sample size was 100.The information gathered is transferred to a SPSS coding sheet, interpretation. The measurement and evaluation of data is done using SPSS 19.0 version software, simple frequency cross tabs and graphical representations.

Ethics of the research

In this study, the questionnaire is designed in such a way that the feelings of respondents as well as the ethics of the company are not disturbed. The research and research report is not misleading any way.

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Sampling process Sampling Population

All the people using A2 segment cars and the people who can afford an A3 segment cars and standard commercial enterprises located in LUCKNOW.

Sampling Frame

List of standard commercial enterprises located In LUCKNOW, List of A2 segment car user and list of people who can afford A3 segment cars.

Sampling unit

Standard Hotels, Business enterprises and households


Sample Size

Sampling Method

Samples are selected on Non probability convenient sampling method.

Data collection method

To collect the data we used both primary and secondary methods.

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ANALYSIS For Customers (Professionals)

Q 1. You are in which profession?

Profe ss ion of Re s ponde nt Cumulativ e Percent 11.0 19.0 38.0 62.0 79.0 100.0

V alid

Engineer Doctor Lecturar Business A dv ocate Banker Total

Frequenc y 11 8 19 24 17 21 100

Percent 11.0 8.0 19.0 24.0 17.0 21.0 100.0

V alid Percent 11.0 8.0 19.0 24.0 17.0 21.0 100.0

Profession of Respondent




0 Engineer Doctor Lecturar Business Advocate Banker

Prof ession of Respondent

11 % of Respondents are Engineers 8 % of Respondents are Doctors 19 % of Respondents are Lecturers 24 % of Respondents are Businessman 17 % of Respondents are Advocates 21 % of Respondents are Bankers

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Among different demographic classification in the research profession of the respondents is the prime factor and her professional like business, advocates, bankers, engineers, lectures are focused customers. Q 2. Age of Respondent?
Age of Res ponde nt Cumulativ e Percent 36.0 73.0 96.0 100.0


25-35 35-45 45-55 >55 Total

Frequenc y 36 37 23 4 100

Percent 36.0 37.0 23.0 4.0 100.0

Valid Percent 36.0 37.0 23.0 4.0 100.0

Age of Respondent





0 25-35 35-45 45-55 >55

Age of Respondent

Findings: 36 % of Respondents are of age 25-35 37 % of Respondents are of age 35-45 23 % of Respondents are of age 45-55 4 % of Respondents are of age greater than 55

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Interpretation The other demographic classification is the age of the respondents, as India is having very significant portion of young population so there are more than 73% of the people are in age group 25 to 45 willing to have cars.

Q 3. Gender of Respondent?
Gender of Re spondent Cumulativ e Percent 88.0 100.0


Male Female Total

Frequenc y 88 12 100

Percent 88.0 12.0 100.0

Valid Percent 88.0 12.0 100.0

Gender of Respondent






0 Male Female

Gender of Respondent

Findings: 88 % of Respondents are male 12 % of Respondents are male Interpretation: The gender is the prime important factor and the male is dominating the auto sector and remote sector is growing

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Q.4 Income of Respondent?

Incom e of Re spondent Cumulativ e Percent 19.0 61.0 97.0 100.0

V alid

Rs 50,000-Rs 1,00,000 Rs 1,00,000-Rs 1,50,000 Rs 1,50,000-Rs,2,00,000 > 2,00,0000 Total

Frequenc y 19 42 36 3 100

Percent 19.0 42.0 36.0 3.0 100.0

V alid Percent 19.0 42.0 36.0 3.0 100.0

Income of Respondent






0 Rs 50,000-Rs 1,00,00 Rs 1,50,000-Rs,2,00, > 2,00,0000 Rs 1,00,000-Rs 1,50,

Income of Respondent

Findings: 19 % of Respondents are under income 50,000- 1,00,000 42 % of Respondents are under income 1,00,000-1,50,000 36 % of Respondents are under income 1,50,000-2,00,000 3 % of Respondents are under income greater than >2,00,000 Interpretation as I have already told that companies are focusing on the middle class segment of the Indian market in the income group or 1 lack to 2 lack which accounts to 78 % approximately

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Q 5. Marital Status?
Marital Status Cumulativ e Percent 81.0 100.0


Married Unmarried Total

Frequenc y 81 19 100

Percent 81.0 19.0 100.0

Valid Percent 81.0 19.0 100.0

Marital Status






0 Married Unmarried

Marital Status

Findings: 81 % of Respondents are married 19 % of Respondents are Unmarried


Among the married and unmarried customers the car owner and the prospective car customer are the married one the safety provided to the self and the family is prime importance in buying car and they account to 80%

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Q 6. Number of Children?
Num be r oif Childre n Cumulativ e Percent 31.0 69.0 81.0 100.0


One Tw o More than 2 No Total

Frequenc y 31 38 12 19 100

Percent 31.0 38.0 12.0 19.0 100.0

Valid Percent 31.0 38.0 12.0 19.0 100.0

Number oif Children






0 One T wo More than 2 No

Number oif Children

Findings: 31 % of Respondents have one child 38 % of Respondents have two children 12 % of Respondents have more than two children 19 % of Respondents have no children

Interpretation As above explained the safety of the family is one of the prime important the children of the family and there safety is demanding the parents to own a car

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Q.7 Do you own a car?

Dou you ow n a car Cumulativ e Percent 32.0 100.0


Yes No Total

Frequenc y 32 68 100

Percent 32.0 68.0 100.0

Valid Percent 32.0 68.0 100.0

Dou you own a car

80 70 60 50 40 30 20 10 0 Yes No


Dou y ou own a car


32 % of Respondents have their own car 68 % of Respondents dont have their own car

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Q.8 Is it New car or Second Hand Car?

Is it Ne w car or Se cond Hand Car Cumulativ e Percent 17.0 32.0 100.0


Frequenc y New Car 17 Pre-Ow ned car 15 No Car 68 Total 100

Percent 17.0 15.0 68.0 100.0

Valid Percent 17.0 15.0 68.0 100.0

Is it New car or Second Hand Car

17 .5

17 .0

17 .0

16 .5

16 .0

15 .5


15 .0 15 .0 14 .5 New Car Pre-Owned car

Is it New car or Second Hand Car

Findings: 54 % of Respondents have new car 46 % of Respondents have Pre owned cars

Interpretation As for the auto industry standards the sales of new and pre owned cars is 1:1 as per the research it is showing the same where how car seekers, and pre owned car seekers are equal.

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Q.9 Car Purchased from?

Car Purchase d from Cumulativ e Percent 33.3 100.0


Mis sing Total

Certif ied Dealer UnCertif ied Dealer Total System

Frequenc y 5 10 15 85 100

Percent 5.0 10.0 15.0 85.0 100.0

Valid Percent 33.3 66.7 100.0

Car Purchased from




0 Certified Dealer UnCerti fied Dealer

Car Purchased f rom

Findings: 33 % of Respondents have purchased cars from certifieddealers 67 % of Respondents have purchased cars from uncertified dealers

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Q.10 How did you come to Know about Dealer?

How did you com e to Know about De aler Cumulativ e Percent 53.3 86.7 100.0

V alid

Mis sing Total

A dv ertisements Friends/Neighbours Other Dealers Total System

Frequenc y 8 5 2 15 85 100

Percent 8.0 5.0 2.0 15.0 85.0 100.0

V alid Percent 53.3 33.3 13.3 100.0

How did you come to Know about Dealer



0 Advertis ements Fri ends /Neighbours Other Dealers

How did y ou come to Know about Dealer

Findings: 54 % of Respondents came to know about uncertified dealers through Advertisements 33 % of Respondents came to know about uncertified dealers through Friends & Neighbours 13 % of Respondents came to know about uncertified dealers through other dealers

Interpretation Advertisement and word of mouth are playing very important role in him educating the customers about dealers which account to around 87 % approximately.

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Q.11 Would you buy a new car or pre-owned car?

Would you buy a new car or pre -ow ne d car Cumulativ e Percent 30.9 94.1 100.0

V alid

Mis sing Total

New car Pre ow ned car Dont Want Cars Total System

Frequenc y 21 43 4 68 32 100

Percent 21.0 43.0 4.0 68.0 32.0 100.0

V alid Percent 30.9 63.2 5.9 100.0

Would you buy a new car or pre-owned car







0 New car Pre owned c ar Dont Want Cars

Would y ou buy a new car or pre-owned car

Findings: 31 % of Respondents wants to buy new car 63 % of Respondents wants to buy pre owned car 6 % of Respondents dont wants to buy car

Interpretation Among the prospective car customers majority of him customers are willing to buy the preowned cars.

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Q.12) If pre-owned car, would you prefer to buy from?

If pre -ow ne d car, w ould you prefe r to buy from Cumulativ e Percent 37.2 100.0

V alid

Mis sing Total

Certif ied Dealer Uncertif ied Dealer Total System

Frequenc y 16 27 43 57 100

Percent 16.0 27.0 43.0 57.0 100.0

V alid Percent 37.2 62.8 100.0

If pre-owned car, would you prefer to buy from





0 Certified Dealer Uncertified Dealer

If pre-owned car, would y ou pref er to buy f rom

Findings: 37 % of Respondents wants to buy pre-owned car from certified dealers 63 % of Respondents wants to buy pre-owned car from uncertified dealers

Interpretation As budget is the prime concern for the customers who want buy the pre-owned cars and there certified dealer are bit expressive for the customers of this segment. So majority of them go to uncertified customers

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Q.13) Factors considered in buying a car?

Factors consider ed in buying a car Cumulativ e Percent 50.0 89.7 94.8 100.0


Mis sing Total

Budget Milage Age Personal or Company ow ned Total System

Frequenc y 29 23 3 3 58 42 100

Percent 29.0 23.0 3.0 3.0 58.0 42.0 100.0

Valid Percent 50.0 39.7 5.2 5.2 100.0

Factors considered in buying a car






0 Budget Milage Age Personal or Company

Factors considered in buy ing a car

Findings: 50 % of Respondents considers budget while buying pre-owned car 40 % of Respondents considers milage while buying pre-owned car 5 % of Respondents considers age while buying pre-owned car 5 % of Respondents considers personal/company owned while buying pre-owned car Interpretation As the Indian customers are more concerned about the economy of the car the budget and mileage are gain important.

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Q.14) Have you heard about Sbi Used Car Loan"? Have you heard about Sbi Used Car Loan Valid Cumulative Frequency Percent Percent Percent Valid no 40 40.0 40.0 40.0 yes 60 60.0 60.0 100.0 Total 100 100.0 100.0


40 % of Respondents heard about Sbi Used Car Loan 60 % of Respondents didnt heard about Sbi Used Car Loan

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Q.15) From where you heard about Sbi Used Car Loan?
From where you heard about "Sbi Used Car Loan" Cumulative Percent 47.5 75.0 100.0


Advertisements Friends/Neighbours Other Dealers Total

Frequency 19 11 10 40 60 100

Percent 19.0 11.0 10.0 40.0 60.0 100.0

Valid Percent 47.5 27.5 25.0 100.0

Missing Total


From where you heard about Sbi Used Car Loan




0 Advertisements Friends/Neighbours Other Dealers

From where you heard about Sbi Used Car Loan

Findings: 47 % of Respondents heard about Sbi Used Car Loan from advertisements 26 % of Respondents heard about Sbi Used Car Loan from friends/neighbours 27 % of Respondents heard about Sbi Used Car Loan from other dealers

Interpretation Advertising through different channel of media are to be focused as majority of the respondents dont know about the Sbi Used Car Loan.

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For Dealers


Since when is your organization established?

Since w hen is your organization e s tablis he d? Cumulativ e Percent 30.0 50.0 100.0

V alid

0-5 5-10 10-15 Total

Frequenc y 3 2 5 10

Percent 30.0 20.0 50.0 100.0

V alid Percent 30.0 20.0 50.0 100.0

Since when is your organization established?








0 0-5 5-1 0 10 -15

Sinc e when is y our organizat ion es t ablis hed?


Does your organization use middlemen?

Doe s your organization use m iddlem en? Cumulativ e Percent 50.0 100.0

V alid

Y es No Total

Frequenc y 5 5 10

Percent 50.0 50.0 100.0

V alid Percent 50.0 50.0 100.0

Does your organization use middlemen?








0 Yes No

Does y our organization use middlem en?

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What kind of promotional activities do you use? What kind of promotional activities do you use Cumulative Frequency Percent Valid Percent Percent no 40 40.0 40.0 40.0 yes 60 60.0 60.0 100.0 Total 100 100.0 100.0
What kind of promotional activities do you use?
70 60







10 0 Yes No

What kind of prom otional activ ities do y ou use?


Festive season is the peak time for the Maximum Sales? What kind of promotional activities do you use Cumulative Frequency Percent Valid Percent Percent no 30 30.0 30.0 30.0 yes 70 70.0 70.0 100.0 Total 100 100.0 100.0


When is the peak time for the Maximum Sales?






0 Yes No

When is t he peak t ime f or t he Maximum Sales?

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What is the average sales per year?

What is the average sale s per year? Cumulativ e Percent 60.0 90.0 100.0


25- 125 125- 225 225- 325 Total

Frequenc y 6 3 1 10

Percent 60.0 30.0 10.0 100.0

Valid Percent 60.0 30.0 10.0 100.0

What is the average sales per year?

70 60






10 0 25- 125 125- 225 225- 325

What is the av erage sales per y ear?

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Analysis Using SPSS Crosstab of Profession and Buying a New Car or a Pre-Owned
Profe s sion of Res ponde nt * Would you buy a ne w car or pre-ow ned car Cross tabulation Count Would you buy a new car or pre-ow ned car Pre ow ned Dont Want New car car Cars 2 1 1 3 6 10 1 4 10 1 3 10 5 9 2 21 43 4

Total 3 4 17 15 13 16 68

Prof ess ion of Respondent

Engineer Doctor Lecturar Business A dv ocate Banker




Would y ou buy a new

New car


Pre owned c ar 0 Engineer Doctor Lecturar Advocate Banker Business Dont Want Cars

Prof ession of Respondent

Interpretation Out of 3 engineers 2 says new car, and 1 say pre owned car. Out of 4 doctors 2 says new car, and 1 say pre owned car. Out of 17 lecturers 6 say new car and 10 say pre owned car. Out of 15 Business men 4 says new car, and 10 say pre owned car. Out of 13 advocates 3 say new car, and 10 say pre owned car. Out of 16 bank employees, 5 say new car, and 4 say pre owned car.
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Crosstab of Income and Buying a New Car or a Pre-Owned

Incom e of Re spondent * Would you buy a ne w car or pr e-ow ned car Cross tabulation Count Would you buy a new car or pre-ow ned car Pre ow ned Dont Want New car car Cars 3 13 3 9 27 1 9 3 21 43 4

Income of Respondent Total

Rs 50,000-Rs 1,00,000 Rs 1,00,000-Rs 1,50,000 Rs 1,50,000-Rs,2,00,000

Total 19 37 12 68

Interpretation Out 19 respondents falling in the income category of 50, 000- 1, 00, 000, 13 prefer pre- owned car. Out 37 respondents falling in the income category of 1, 00 000- 1, 50, 00 27 prefer pre- owned car. Out 12 respondents falling in the income category of 1, 50, 000- 2, 00, 000 3 prefer pre- owned car.

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Awareness of USED CAR LOANi) Age wise

Crosstab Count aware of Used car loan Value no yes 33 10 30 9 16 2 79 21


25-35 35-45 45-60


Total 43 39 18 100

InterpretationOut 43 respondents falling in the age category of 25- 35, 10 have heard of USED CAR LOAN. Out 39 respondents falling in the age category of 35- 45, 9 have heard of USED CAR LOAN. Out 18 respondents falling in the age category of 45- 60, 2 have heard of USED CAR LOAN.

Page | 81



36 % of Respondents are of age 25-35, 37 % of Respondents are of age 35-45, 23 % of Respondents are of age 45-55, 4 % of Respondents are of age greater than 55

88 % of Respondents are male, 12 % of Respondents are Female

42 % of Respondents are under income Rs.1,00,000-Rs.1,50,000 and 36 % of Respondents are under income Rs.1,50,000-Rs.2,00,000

81 % of Respondents are Married

31 % of Respondents have one child and 38 % of Respondents have two children 68 % of Respondents dont have their own car

Out of remaining 32% of sample size 54 % of Respondents have Pre owned cars

54 % of Respondents came to know about uncertified dealers through Advertisements and33 % of Respondents came to know about uncertified dealers through Friends & Neighbours

Out of 68% of sampling who dont own car, 31 % of Respondents wants to go for new car and 63 % of Respondents wants to buy pre owned car and 63% would buy it from uncertified dealers.

50 % of Respondents considers budget while buying pre-owned car and 40 % of Respondents considers mileage while buying pre-owned car, 40 % of Respondents heard about used car loan

Remaining 60% heard it from Advertisements, friends/neighbours

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Sample of Dealers 20 % are established in the market since 5-10 years and 50 % are since from 10-15 years 50% use middlemen for sales. Promotion activities 60%- use news papers 40% - pamphlets 25%- Melas

70% consider festive season as peak point for sales. The average sales per year is- 60% said- 25-125 cars 30% said- 425- 525 cars 67% say customers look for budget 68% say customers look for age of the car 90% say customers look for mileage

Page | 83

Recommendations and Suggestions

For the Professionals-

Target Segment- the target customers whom I suggest SBI should concentrate is the advocates, lecturers and petty business men, because they are the respondents who are keen in buying pre owned cars.

The target can also be segmented age wise, 25-45 are the most interested segment in buying a pre-owned car.

SBI as a bank is very well known and well positioned in the Lucknow city , but the concept of used car loan is not known to most of the localities. Therefore SBI should make an effort to advertise and promote used car loan through various mediums like newspapers, melas and pamphlets.

Mostly the age group of 25-35 is aware of the used car loan concept.

Family size influences in buying a car is proved through the Chi Square Test, therefore respondents of the lower income category can also be looked at, for the sales of the pre-owned cars.

Pre-Owned is more of a sophisticated word for the localities; the other petty dealers have an upper hand on this front, as they use a much simpler and an easily understood word second hand. Therefore I suggest that considers this point, as this was the insight got from the personal interaction with the respondents.

Another drawback of used car loan is that a bigger board or a hoarding can be placed in a most strategic location of the bank and showroom.
Page | 84

Customer awareness programme is required so that more people should attract towards used car loan

If there are any kind of hidden charges than that must disclose to customer before giving loan to them.

SBI must take some steps so that customers can get their loan in time. Like phone verification by customer care that one customer is got their loan on time or not .It must be before a certain date so necessary steps can be taken.

SBI should more concern about physical verification rather than phone verification so it will avoid fraud or cheating.

For the better service new offers would be require.

The bank should decrease the rate of interest for used car loan almost we can say SBI having the highest rate of interest for used car or certified pre owned car loan.

SBI should more focus on Retaining existing customers.

SBI must focus on Segmentation based on customer knowledge Product offering based on customer demand.

SBI must take feedbacks of customers regarding features & services.

Page | 85


The study helped me gain valuable insights in Opportunity Analysis and Consumer Behavior, towards buying a pre-owned car. This project titled , has been a knowledge gaining experience for me. By interacting with the respondents and making visits to the Uncertified Dealers. I have understood that understanding customers is an art and it takes a very strong brand image for a company to retain & grow its market share. The results of the survey proved to be both encouraging and partly discouraging too. The respondents were not very positive about used car loan, which was quite discouraging sign for the company. The segment for which sbi should cater to is a interest sensitive segment, so as the organization should focus on highlighting the additional perquisites that they would provide with the car loan, it is going to bond well with the targeted market and even grow their market to all the geographical areas. But I believe that Sbi in used car loan has what it takes to become a name to reckon with in the market and I offer my best wishes for the same and hope that my work will be of some use for the company. The majority of the Indian population is of the middle class segment which demand for the low cost and low maintaince cars this very reason has given birth to the pre-owned car segment which is growing at the accelerating growth rate.

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Page | 87

QUESTIONNAIRE For Customer Point of View Name Gender Date of birth No of dependents Address Marital status : : : : : : M F

..................... 1. Do you have a vehicle? Yes No

*. If Yes, Four wheeler Two wheeler None

*. Is your vehicle Financed Owned

Please do mention the Vehicle make (model name)..

Page | 88

2. Your Occupation Engineer advocate doctor banker Other (please specific)

Income please mention . 3. By which source you got the information of used car loan. BY ADVERTISEMENT BY CAR BAZAR BY BANK BY INDIVIDUAL Other please specific

4. Are you planning for purchase a vehicle? New car Used car Pre-owned certified car

5. Will you avail used car loan facilities from any bank? Yes No

Page | 89


Have you heard about Sbi Used Car Loan"? Yes No

7. Which bank will you prefer for the used car loan? STATE BANK OF INDIA HDFC NBFC FOREIGN BANKS PUBLIC SECTOR BANKS Other

8. What facilities you required after the loan? Mobile banking Internet banking Ecs /direct debit facility Check off facility

9. If you want to give, any feedback /suggestion for bank in loan section .Please give us. We shall highly oblige.


Signature of the customer:

Page | 90

QUESTIONNAIRE For dealer Point of View

Name Gender Date of birth No of dependents Address Marital status

: : : : : : M F


Since when is your organization established?

0-5 5-10 10-15 Other please specific


Does your organization use middlemen?

Yes No


What kind of promotional activities do you use? Yes No

Page | 91


Festive season is the peak time for the Maximum Sales? Yes No


What is the average sales per year? 25-125 125-225 225-325 Other (please specific)

6. By which source you circulate the information of used car loan. LOAN MELA CAR BAZAR BY BANK BY INDIVIDUAL Other please specific

7. What facilities you required in the loan process? Less turnaround time Less rate of interest Better ambience of the bank Easy availability of the loan

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8. What facilities you required after the loan? Mobile banking Internet banking Ecs /direct debit facility Check off facility

9. What rating will you give to SBI for used car loan? Excellent Good Satisfactory Average Poor

10. If you want to give, any feedback /suggestion for bank in loan section .Please give us. We shall highly oblige. .


Signature of the customer

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