EXECUTIVE SUMMARY

In todays competitive world no organization is spread from the competition even in the service
sector like online services. Every organization has its competitors in online service sectors every
organization looks at the customer attitude towards their services and they should look at market
potential and future demands for the services and products. If anything goes wrong they
immediately rectify.
The internship is mainly undertaken to study the market potential at SurpriseWaala.com
The objectives of this project are was mainly to study the market potential of
SurpriseWaala.com. To analyze the purchasing decision of customers and availability facilities
offered to the customers. To know and study the relationship of SurpriseWaala.com towards
customer.
Scope of the study extend to customer reaction towards SurpriseWaala.com with physical
characteristics. The performance with respect to quality price service advertising and company
policy.
Methodology of the study
Descriptive research was conducted by targeting a set of particular age group, with different
mind sets of people accepting the service.
Primary data is collected by interacting with the customers through questionnaire. The sample
size of 100 respondents of primary data collect information at SurpriseWaala.com.
Secondary data is collected by companies website and purchasing data from many other out
sourced companies just dial, google etc.
The limitations of the study involves time constraints and limited to Bangalore city only.
Finally analysis and interpretation of data has been done through the bar chart. Finding and
suggestions are made on the basis of result observed from the part of analysis and interpretation
and inference.
It can be conclude that SurpriseWaala.com is one such service sector which is imprinting its
brand image in the minds of the customer, has a marketing technique that will penetrate deep
into the market and make its root firm into the market and surprisewaala.com will be a successful
brand in the market.

CHAPTER 1

INTRODUCTION ABOUT THE INTERNSHIP

In the span of 10 weeks of internship at SurpriseWaala, I have learnt to analyse all the areas of
market Potential. I have learnt about how the company works from the initial point of accepting
orders and delivering services to the customers. I have also learnt about all the marketing
strategies used by this company. It was a wonderful learning experience to work with a startaup
company like SurpriseWaala. I have learnt how to conduct customer surveys and how to analyse
customer requirements. I have learnt how to conduct offline and online marketing. I have learnt
how to generate sales.

TOPIC CHOSEN FOR THE STUDY

A STUDY ON MARKET POTENTIAL AT SURPRISEWAALA.COM, BANGALORE.

NEED FOR THE STUDY

The need for the study helps in knowing the future market potential of SurpriseWaala.

To understand the practical importance of market research on various aspects.

To understand the importance of market development of programmes to attract loyal
customers.

To understand practical difficulties in implementing the theoretical aspects of marketing

managements.

To understand mind set of customers or potential customers towards online business.

OBJECTIVES OF THE STUDY

Project objectives are as follows:

Study on market segment of SurpriseWaala.

To know the factors influence in customer buying or purchase decisions.

To analyse the customers satisfaction towardsSurpriseWaala.

SCOPE OF THE STUDY

A study on market Potential of SurpriseWaala is carried out in Bangalore region. This study is
targeted towards the loyal customers of SurpriseWaala.
Scope of the study is mainly done to find out the services provided by SurpriseWaala to its
potential customers with respect to quality, price and delivery.
It helps to analyse the customer feedback on the services provided by SurpriseWaala.
It also helps to analyse the future market for SurpriseWaala.
It will help to know the opinion of customers towards the brand SurpriseWaala.

METHODOLOGY ADOPTED
Descriptive research:
Descriptive research is used to describe characteristics of a population
phenomenon being studied.
The descriptive research conducted on a population size of 100 for the age group between >20
and <50.

Data Source:
Primary data: The primary data were collected through the survey about the online
services which is prime to the market. It is done through Questionnaire and also through
social media.
Secondary data: The secondary data includes the company broachers, social media
advertisements and through company website.
Sampling Plan:
It consists of 3 major divisions: Sampling size, Sampling unit & Sampling procedure.
Sampling size: The sample size is 50 responsive customers who have utilized the
services at SurpriseWaala which was done in Bangalore region.
Sampling unit: The sampling unit here refers to the loyal customers of
SurpriseWaala.

Sampling procedure: Random sampling method was done on every sampling unit.

1. Surveys. With concise and straightforward questionnaires, you can analyze a

sample group that represents your target market. The larger the sample, the more
reliable your results will be.

Person surveys are face-to-faceinterviewmostly conducted in places likebusy

street, shopping malls. This allows individuals to present people with sample
of product, packaging or advertising and gather feedback. With the help of
this method its possible to generate 90 percent response rate at a very high
cost.The survey can cost $100 for single interview.

Mailing surveys are a best method to reach broader viewers. Theyre much
inexpensive than in-person and telephone surveys. Mail surveygenerate
response tariff of 4percent to 16percent.

Telephonic surveys cost less compare to the Person surveys, but

expensivecompare to mail. Though, due to consumer resistance to
constanttele-marketing, strong people who response to phone surveys have
grown-up increasingly hard. Telephonic surveys generally yields response
rates of 60 - 70 percent.

Online surveys are typically not reliable; because there is no control over the
respondents. But this kind of survey is a simpler one, its a low-costway to
collect defective evidence and collect customer opinions and preferences.

2. Focus groups
In this, a broker uses a recognizedsuccession of questionnaire or topics to lead a
conversation among a group of people. These meetings take place at
impartialplace. The meetingmay last for 1 or 2 hours and takes 3 groups to get the
best result.

3. Observation
One can also make a survey by observing the performance of the consumer. A
camera plotter or video tape can be located to observe tocarry out of the customer
while buying or selling a product or service.

4. Field trials
By insertionof a new product in chosen stores to test customer response under
real-life selling circumstances can help you make productmitigation, calibrate
4

prices, or improve wrapping. Small business owners should try to establish

relationship with local vendorsand Websites that will behelpful for them to test
their products.

LITERATURE REVIEW
Indian market bloom with e-commerce business and past 5-10 years, And as a result many new
companies emerged with different ideas. According the survey conducted in India in year 2015
350 million people started using internet. As a result internet became a very good source of
business. Where SurpriseWaala emerged with a unique idea of surprising and gifting. This
turned out to be a good success. And the idea of surprising went viral among the students and the
corporate sector, In the past 6 months SurpriseWaala upgraded their idea of service and added
more products depending on the customer requirements. As cakes and bouquets had a very good
demand in market that became their primary products.
Author Buddy Valastro
Buddy Valastrosays that Cakes are special every birthday every celebration ends with
smoothing sweets a cake and people remember and its all about memories.
Author Jhon Oates
John Otes says that If you look over the years the styles have change the cloths, the hair, the
production the approach to the songs. The icing to the cakes change flavors but you really looks
the same.
Author Edwin currun
Followers are the music of the ground from earth slips spoken without sound.
Author Julia child
Julia Child says that A party without cake is just a meeting.
Author Duff Goldmen

Duff Goldmen says that The great thing about cake is it doesnt feel like work. You forget about
work. Kids, adults, the all get the same look in their eye when they are decorating cakes. Thats
the magic right there.

Authors: Abed, Salma S, Dwivedi, Yogesh K, Williams, Michael D.

Source: The Marketing Review, Volume 15, Number 1, Spring 2015, pp.39-57(19)
Publisher: Westburn Publishers Ltd

The study provides an overview of e-commerce definitions and benefits, SMEs' characteristics,
the opportunities and challenges of e-commerce adoption by SMEs, and social media and ecommerce adoption. Secondly, studies that identify factors that influence SMEs to use social
media to adopt e-commerce are highlighted.
Finally Seth Siyuan Li Clemson University siyuan@clemson.edu Elena Karahanna University of
Georgia ekarah@terry.uga.edu

Choon-Ling Sia was the accepting senior editor. This article was submitted on 4th
December 2012 and went through two revisions.Volume 16, Issue 2, pp. 72-107, February
2015
An online recommendation system (RS) involves using information technology and customer
information to tailor electronic commerce interactions between a business and individual
customers.
E-commerce system websites are having a higher level of growth in the business into the
international field. In the long term in view, it is very important for a business to manage
satisfaction, belief, and customer loyalty in the adoption of E-commerce services for business
development.
6

This

work

is

licensed

under Creative

Commons

Attribution

3.0

License.

Mediterranean Journal of Social Sciences ISSN 2039-9340(Print) ISSN 2039-2117(Online)

Copyright MCSER-Mediterranean Center of Social and Educational Research

LIMITATION OF THE STUDY

The company has taken care of all possible required information from original sources and
made the project as unique as possible. In spite of that there are some limitations to study which
are given below:

Study is limited to unresponsive customers.

Limited data collection.

Time constraint.

CHAPTER 2

INDUSTRY PROFILE
E-commerce industry, began mounting in India about 10 years back with e-bay getting Avnish
Bajaj was the proprietor of baazee.com, the online deal site, it has made some amazing progress
emphatically. It is at present one of the quickest rising parts of the India's computerized
economy.

The electronic or internet shopping gateways which has created by 35% in the previous year and
saw merchandise and administrations help $3.6 billion trading hands is smooth for greater
development and touch new highs.

Online market is in a developing stage in India. In any case, India is one of the quickest upward
e-commerce showcases in the whole world. Our nation speaks to a $4.6 billion market,
developing at around 60-70 percent consistently. This delineates under 4 percent of the aggregate
retail showcase. B2c e-commerce drives the market in India, while b2b is restricted
forcompanies that compel online channels to join with their accomplices and wholesalers.
KEY DRIVERS TOWARDS THIS BURGEONING GROWTH HAVE BEEN:
1. A ascent in the amount of Smartphone clients, as a consequence of which 6%
correspondence are acknowledged out through versatile and tablet gadgets.
2. Improved web get to and the steadily falling rates of web surfing. Despite the fact that an
enormous rate of India's populace is still lessened of web get to, we are positioned at
number three in the entire world passing by the quantity of web clients, with just China
and US in front of us.
3. A rapidly rising white collar class in the nation. Not just do they want to celebrate and
display, they are ceaselessly hurried by the absence of time.
4. Growing utilization of both charge cards and Visas which are alluded as plastic cash.
8

IMPORTANT ASPECTS FOR THE GROWTH OF E-COMMERCE

Low web dispersion is one of the greatest difficulties for e-business goliaths. With just 246
million Internet clients, India represents only 20% of Internet entrance. This is entirely baffling
as both the US and China has more than half web infiltration.
1. Low utilization of charge and Visas which sees a main part of arrangements being
completed COD. In 2013, out of 800 million exchanges that were made on the web, 53%
were made utilizing Debit/Credit card.
2. Multi dialects
3. The decision and attitude of the general population. A normal Indian is not willing to
purchase an item through online market without getting the chance to touch and feel it
physically.
4. Return rates are high.
9

COMPANY PROFILE
The SurpriseWaala.com was established in 2015 and is located in Bangalore.
SurpriseWaala.com is the one & only 24/7 service provider in Bangalore, with exact time
delivery. SurpriseWaala.com strives to make itself synonymous with surprises. Well of course
they are here to give something incredible. They deliver surprises such as Customized Cakes,
Bouquets, Gifts, Chocolates, Greetings and much more to your loved ones. They walk extra mile
and surprise your dear ones no matter how far they are. They also make Romantic arrangements
for Proposal, Birthday arrangements, Anniversary etc.
The Mission is to deliver Surprises which will touch the hearts of your loved ones and deliver
smiles on all the faces. They are here to bring people closer despite their Distance and to spread
happiness. Their vision is to provide you a trustworthy and convenient platform to choose best
cakes, flowers and gifts for your family and friends for every occasion like birthdays,
anniversaries, marriage, love, farewell and many more.
The main Motive is to satisfy our customers, surprise their loved ones and make them feel
special. No matter day or night we are just a click away and all your needs to surprise your loved
ones is ready. Surprisewaala.com is a happiness oriented service, they deliver happiness at the
most affordable price. They are one & only service providers Anywhere, Anytime 24*7 within
Bangalore. They basically aim at delivering smiles at your door step.

10

LOGO OF THE SURPRISEWAALA

WORK FLOW MODEL

The work flow model is divided in 6 teams
Orders receiving and conformation team
Production team
Packaging team
Delivery team
Customer support
Sales and marketing team

11

Orders receiving and conformation team:

Customer Places an order at SurpriseWaala website. Receiving team receives the order and
conforms the details by calling the customer, schedules the order accordingly and then order is
passed to the next level
Production team:
Know the production team gets the products ready according to the customer requirement. Then
the order is passed to the next level.
Packaging team:
Ones the product is ready packaging team packs the products accordingly. Then hands it over to
delivery team.
Delivery team:
Know the delivery team contacts the customers confirms the delivery details and delivers the
products to their respective address.
Customer support:
In case of any complaints, rescheduling of the orders customers support team plays an important
role by listening to customers feedback or complaints and updating it to the required team.
Sales and marketing team:
This team mainly focuses on increasing the sales by marketing the brand and products in
different ways such as promotional offers, vouchers and keeping the customers engaged in
different ways. This team works in all fields of marketing such as brand awareness, market
penetration, brand building etc

12

PROMOTORS
The promoters of SurpriseWaala comprises of 4 people who have invested in this company.
Initially this idea was implemented by Mr. Luqmon Ahmed, who is the CEO of the company. He
is the person who has invested his time and effort towards the establishment of the company. The
decisions made within the company are all made with the approval of Mr. Luqmon.

VISION
SurpriseWaala.com by 2018 aims to become a PAN India company by targeting all the
major cities of the country.

Maintaining the same trust and developing the quality of service with 100% customer
satisfaction all over the country.

Becoming a trust worthy Brand with the high standards affordable for all. And easy to
plan surprising services with its upcoming android and Ios app.

Establishing ourselves in the market where the word surprise is synonymous to

Surprisewaala.com.

MISSION
The Mission of SurpriseWaala.com is to deliver Surprises which will touch the hearts of
your loved ones and deliver smiles on all the faces.
SurpriseWaala.com is here to bring people closer despite their distance and to spread
happiness.

13

 SurpriseWaala.com strives to provide you a trustworthy and convenient platform to

choose best cakes, flowers and gifts for your family and friends for every occasion like
birthdays, anniversaries, marriage, love, farewell and many more.

QUALITY POLICY
SurpriseWaala.com incessantly work to accomplish customer satisfaction and confidence in our
products and services by producing safe and fresh products throughout the year based on
international standards which not only satisfies customer requirements but exceed customer
specifications and requirements. We believe that quality is the integral part of any service right
from plucking the flowers & baking the fresh cakes and packaging them with utmost care and
delivering them on time.

MODERNIZATION:Recognizing

the

different

needs

of

our

customers,

SurpriseWaala.com offers a range of innovative products to meet these needs.

CUSTOMER CENTRIC
PEOPLE CARE Delivering smiles at your door step.
TEAM WORK
HAPPINESS AND SIMPLICITY
PRODUCTS/ SERVICES PROFILE
Customised cakes
Customised bouquets
Homemade chocolates
Soft toys
Gifting products
Customised greetings
Surprising packages
Events.

14

AREA OF OPERATION
The area of operation is on a regional basis. i.e The services currently are provided within
Bangalore region.
Marketing
Human Resource
Finance
Packaging

INFRASTRUCTURE FACILITIES
SurpriseWaala.com is situated in Bangalore. It has not invested much on infrastructure it
was first started with a small office as its headquarters and as Mr.LuqmonAhmed and other
partners of the company believes that office to be lucky and hence they continue with the same
office and a packaging office just next to it. With all the employees with individual space to
work and easy to communicate space with a 2 meeting rooms and 1 open terrace meeting space
which makes meetings interesting. And storage facility is excellent with cold storage and fresh
storage space. And a cafeteria with nice facilities in it.

COMPETITORS
There are no direct competitors to compete with surprisewaala.com. But they have
competitors in different segments with similar products. The competitors are huge and strong in
the market. But SurpriseWaala has a very unique strategy to tackle them and make its own space
in the market. By high lighting their key points and unique service. Mainly is of arrangements for
anniversary and proposals and targeting couples as their major customers for the new service.
Where most of the competitors are PAN India.SurpriseWaala markets itself as a Bangalore based
company for the people of Bangalore and from the people of Bangalore and becomes one of the
local and this makes their customers feel more comfortable and trust worthy. SurpriseWaala.com
15

has adopted a unique way to tackle their competitors. By considering new start up as their
marketing and sales platform. And selling their service to them and generating more sales and
making recognition among the customers and being available to people in all possible places and
service apps Instead of creating their own app in the beginning so this gives them more visibility
and a chance to prove their quality.

SWOT ANALYSIS
SWOT Analysis is a study undertaken by an organization to identify its internal strengths
and weakness, as well as its external opportunities and threats.
According to the SWOT analysis we identify that there are various strengths within the company
are as follows:

Strengths:
Delivering products directly to the customers in time.
Providing 24/7 service.
Keeping the prices below the adversary.
Higher response to customer demands.
Have an excellent staff of handling deliveries with strong knowledge of the
products.
Business reputation of being innovative.
Innovative ideas of planning surprises for loved ones.
Out of the box inventory of gifts and combos.
Customized services provided to the customers.
Comparing products before you can make an order.
Tag up with other vendors and provide services to them.

16

Weaknesses:
Overflow of orders during special occasions.
Last moment cancellation of orders from customers.
Refunding of cash of cancelled orders.
Transportation cost exceeds the product cost.
Number of potential customers using online services is less.

Opportunities:
Desire of customers for one-stop surprising orders.
Customers who stay far from their loved ones and wants to surprise them.
Customers knowledge of placing orders about what exactly they want.
Utilizing Internet as a marketing tool.
High demand of product during seasons.
Products of competitors are of low quality and high pricing.

Threats:
Strong relationship of competitors with the vendors.
Lot of competition in market with similar products.
Strong marketing strategies of competitors.

17

FUTURE GROWTH AND PROSPECTUS

SurpriseWaala.com is planning to do a huge marketing such as Radio marketing, Hoardings,
Banner on auto rickshaws and digital marketing. And surprisewaala.com plans to take up
corporate orders for corporate employees birthday party and cake orders.
By 2018 aims to become a PAN India company by targeting all the major cities of the
country.Maintaining the same trust and developing the quality of service with 100% customer
satisfaction all over the country becoming a trust worthy Brand with the high standards
affordable for all.
And easy to plan surprising services with its upcoming android and iosapp.Establishingourselves
in the market where the word surprise is synonymous to Surprisewaala.com.
Treat growth as a discipline to be pursued at all levels throughout the company.
SurpriseWaala aims at gaining profit and give the best service available in town and spread its
business widely.

18

FINANCIAL STATEMENTS
SurpriseWaala.com
Balance sheet
December 31, 2015
Assets
Current Assets
Cash

1, 00, 00,000
Accounts receivable

20, 00,000

Prepaid rent

7, 00,000

Inventory

25, 00,000

Total current assets

1, 52, 000, 00

Long term assets

Leasehold improvements

4,500,000

Accumulated depreciation

90000

Total long term assets

44, 10,000

Total assets

1, 961, 000,0

Liabilities
Current liabilities
Accounts payable

7, 50,000
19

Accrued expenses

1, 50,000

Unearned revenue

2, 50,000

Total current liabilities

11, 50,000

Long term liabilities

35, 00,000

Total liabilities

46, 50,000
Owners Equity

Owners equity
Retained earnings
Common stock

11, 99,500
9, 91,001

Total owners equity

21, 90,501

Total liabilities and owners equity

68, 40,501

20

CHAPTER 3
THEORITICAL BACKGROUND OF THE STUDY
Market and marketing:
Market:
Market is place where things are exchanged. Also, where the items purchase or sold as far as
monitory exchange or as far as trades. An area where strengths of interest and supply work, and
where purchasers and dealers communicate to exchange products, administrations, or contracts
or instruments, for cash or trade.
This market incorporates component for deciding cost of the exchanged thing, imparting the
value data, advancing arrangements and exchanges and affecting dispersion The market for a
specific thing is comprised of existing and clients who require it and have the capacity and
readiness to pay for it.

Marketing:
The administration handles through which merchandise and administrations move from idea to
the client. It incorporates the coordination of 4 angles called the 4 P's of advertising:
(1) Identification, choice and advancement of an item,
(2) Price determination
(3) Choice of a circulation channel to achieve the client's place, and
(4) Development and execution of a methodology for advancement.

21

Core Marketing Concepts:

The expression "showcasing" has been characterized in number of routes by various persons as
they thought fit every now and then under unverifiable circumstances. Over the timeframe an
assortment of ideas have stemmed.
Here, we are worried by just ROOT CONCEPTS and not all. A center idea is one which has an
obvious, unequivocal, broadly worthy, suitable, and certain to comprehend the very procedure of
promoting that coordinates the stream of products and administrations from makers to
purchasers.
The basic concepts are:

1. Needs Wants and Demands:

Needs:
A desire that is physiological, mental, security, regard and completion is characterized as a need.
Physiological needs are center needs in particular sustenance, cover, garments, sex; security
needs emerge as man's life is liable to a wide range of insecurities. He needs security from these
misfortunes as he enjoys hazard free living. Regard needs are the consequence of rivalry and
envious.
Wants:
Want can be defined as need plus ability to pay. The needs are countless compared to the wants.
For example, if you raise a question do you want mangoes? If, they are freely attainable, he says
two for me and four for the person standing over there.
That is want is something which is chosen from needs. When it is the question of need
everyone will say I need this and that; if it is want; he says I want this. Both needs and wants
are countless; however, the degree of need or want is less in want than need.

22

Demand:
The request comes when needs emerge and needs manifest. Request is a circumstance where the
individual is willing to purchase an item and he can possibly pay for it. That request is
articulation of need bolstered by his buying control.
That is, there is a variety between a need, and a need and request. Require a unimportant wish,
need is a chosen require in which he is truly fixated and request an obvious duty That is a thing
of need might be need for another person and interest for other.

2. Marketing Offers:
Advertising associations some of the time make offer according to client necessities which are
called 'Showcasing Offer'.This offer holds for an item that fulfills the need of a purchaser
regarding quality, amount, time, value, normality and it goes on. The item might be "substantial"
or "immaterial". A 'substantial item' is one which is noticeable, unmistakable, tried, tasted by
faculties.
3. Consumer Value and Satisfaction:
The capacity of an item or administration from which buyer infers a specific level of fulfillment
is known as Value.

Level of fulfillment chooses the esteem. In this way, if fulfillment level is low, it implies that
item is of low esteem to the purchaser and the other way around.

Fulfillment can't be measured as it can't be evaluated, it's theoretical. Here the idea of cost is
exceptionally relevant. Makers and buyers are acutely intrigued by the cost.

23

4. Exchange, Transactions and Relationships:

Exchange:
The exceptionally base of advertising is trade. Actually another name for trade is showcasing.
Makes are making accessible a wide range of products required by the general public giving
weight-age to quality, value, place, time, normality etc.

There is no significance unless; these are traded for cash or cash's worth. On the off chance that
trade does not happen, then there will stock which will be heaping up as the request doesn't
coordinate the supply.
Transaction:
It can be characterized as the arrangement that happens between the gatherings of the trade to be
specific purchaser and the vender.

A man why should prepared offer his products at a cost is the vender and the individual who can
purchase it at that cost is the purchaser. These dealings or exchanges might be money or credit.
In nowadays of sharp rivalry, money dealings frame a little piece of aggregate dealings.

Various organizations offer their products using a loan to the degree of 90 for every penny where
barely 10 for every penny of exchanges are of money sort.
Relationships:
The enduring business connection taking into account common trust between the showcasing
association and the clients especially long haul is called relationship. Client is the ruler.
Ruler should be kept constantly glad by fulfilling his needs as far as quality, value, time, amount,
routinely in supply.

24

5. Markets:
Showcase as alluded before is not a place fundamentally. It is meeting up of purchasers and
merchants in individual or in contact with any methods where they are in contact with the nitty
gritty data about what dealers are offering and what purchasers are prepared to purchase. It is a
system that encourages value obsession effortlessly and rapidly for the shared advantage of
purchasers and merchants, Physical nearness of merchandise and individuals at a point is not
advertise.
6. Marketer and Prospects:
Marketer:
An advertiser is an individual or an establishment who is occupied with making accessible the
merchandise; he has his own particular portfolio the scope of items he can offer to the intrigued
purchasers. Advertiser makes just place, time proprietorship and mindfulness utility.
Prospects:
Partner of market and promoting is prospects. Just advertisers (dealers) not just prospects can not
constitute a market. Advertisers are there in light of the fact that prospects are there. In the event
that there is no body to purchase the products and administrations.

What advertisers will do? That is the reason prospects are shoppers and they are in the driver's
seat the lord or the Rex or promoting framework. Prospect is individual or an association which
is prepared willing to purchase and pay for the merchandise and administrations. It is not to
undermine the advertisers on the grounds that an "applaud" is conceivable with two hands and
not one.

Market Potential:
The evaluated add up to deals income of all suppliers of an item I a market amid a specific
period.

25

Advertise potential is the valuation of the business income from all the supplying diverts in a
market. Advertise potential is the populace that is occupied with the item/benefit that is being
made or offered by an association

The aggregate potential offers of an item inside of a given timeframe and for a given geographic
territory. This is an ideal figure speaking to the aggregate offers of all prospects that could utilize
the item. Advertise potential is a large scale number and is just utilized as a benchmark. It is
constantly higher than deals potential.

3.4 Indicators of market Potential:

Late decades have gotten a maintained build worldwide exchange. Prior to a business
participates in promoting an item to another nation, exploration is expected to guarantee the
market potential is high for most extreme benefit. The Market Potential Index for developing
markets is one profitable instrument for firms inspired by universal exchange. There are sure
markers are utilized with this file.

Market Size
The first of eight pointers utilized as a part of the Market Potential Index is the market estimate.
Business site globalEDGE weights this as the most vital of the markers. Urban populace
numbers and the measure of power devoured gives the premise to the market estimate pointer.

Market Growth Rate

The market development rate depends on a verifiable five-year normal, alongside a one-year
current measurement. Developing markets will demonstrate expanding interest for items.

Market Intensity
Showcase force is figured by mixing two insights. Initial, an expert should partition the gross
national salary by the populace figures. Second, the analyst needs to compute the amount of the
total national output is being devoured in the private area.

26

Market Consumption Capacity

Examination of the national salary and utilization is important to find out the market utilization
limit. Deciding the piece of the overall industry of the white collar class figures the
generalMarket Potential Index.

Commercial Infrastructure
This measurement is ascertained by analyzing the immersion and accessibility of normal
innovation and specialized gadgets. Proportions depend on the measure of TVs, phone lines,
PCs, PDAs, Internet clients, cleared street thickness and rate of individuals per retail outlet.

Economic Freedom
Monetary flexibility identifies with the level of residents' self-governance. Incorporated into this
weighted proportion is the level of political flexibility the inhabitants appreciate.

Market Receptivity
Some high-devouring nations depend vigorously on imports, while others can create the
dominant part of items inside of the national outskirts. Checking on the measure of imports in
connection to the total national output may uncover how willing the nation is to attempt new
outside items.

Steps involved in estimating the Market Potential:

Estimating the market potential for a new business or business expansion is critical in
determining the economic feasibility of a venture. Estimating the market potential will determine
if the market is large enough to support your business.
What type of customer will buy the product or service?
Where are these customers located?
How many potential customers are there?
How often do they consume or use it?
What is the competition?

27

 What are people paying?

What is the potential for the market to develop?
What is the share of the market?

28

CHAPTER 4
ANALYSIS AND INTERPRETATION OF DATA
Table No 1:
Table Title: Age Respondents

AGE(in years)

No of Respondents

< 20

25

21-30

45

31-40

15

41-50

15

>50

Total

100

29

Graph No 1:
Graph Title: Graph showing the age of Respondents.

120
100

100

No of respondents

Age<20
80

21-30
31-40

60

41-50
45

>50

40

Total

25
15

20

15
0

0
Age<20

21-30

31-40

41-50

Age (In years)

>50

Total

Interpretation:
The above table and graph represents the ages in terms of percentage. This was done to
understand, how many consumers or the customers would be willing to buy our product or
service. Age is considered to be one of the important factors to decide the buying behavior of the
customer. An individual goes through a number of life cycles during his life period and thus his
buying behavior or the preferences of an individual changes.
The above table represents the 25% of respondents belongs to the age of <20years, 45%belongs
to age of 21-30years, 15% of respondents belongs to 31-40years,15%of respondents belongs to
41-50years, And 0%respondents belongs to >50years.
Inference:
45% of the customers are between the age group 21-30years.

30

Table No 2:
Table Title: Occupation of Respondents

Occupation

No. of
Respondents
(in %)

Students

35

Employed

50

Business/Profession

10

Other(if any)

Total

100

31

Graph No 2:
Graph Title: Graph showing the occupation of Respondents.

120
100

No of respondents

100
80
60
40

50
35

20

10

0
Students

Employed

Business/Profession

Other

Total

Occupation

Interpretation:
The above table and graph shows the occupations that individuals or the customers are into.
Occupation of the customer is another factor that plays an important role in the buying behavior
of the consumer. The occupation of the consumer decides what a customer has to buy to him or
to his/her family.
Our survey found out that 35% of the respondents were students,50% of

them are

employed,10% of them are business/profession and 5% are others are

Inference:
In the above study I found that 50% of the customers were employed.
32

Table No 3:
Table Title: Awareness of online websites.

Awareness

Response(in %)

YES

85

NO

15

Total

100

33

Graph No 3:
Graph Title: Graph showing the Awareness of online websites.

120
100

100
85

Response

80
YES

60

NO
40

Total
15

20
0
YES

NO

Total

Awareness

Interpretation:
With the advent of technology people have shifted themselves from traditional buying methods
to the modern methods of buying i.e. buying stuff online or through the internet. This is possible
only when the consumers are aware of the websites.
The above table and graph clearly represents the awareness a customer has about the websites
that provide services like ours. 85% of people are aware of such website and 15% are not.
Inference:
The study reveal that 85% of people are aware of the website.

34

Table No 4:
Table Title:Source of Online Shopping Portal

Channel

No. of
respondents(in %)

Advertisements

35

Through Friends

15

Social Media

50

Total

100

35

Graph No 4:
Graph Title: Graph showing the Source of Online Shopping Portal

120
100

No of respondents

100
80
60
40

50
35
15

20
0
Advertisements

Through Friends

Social Media

Total

Channels

Interpretation:
The awareness of online shopping portal can be created in many ways; some of them are shown
above. This question was asked to know the same.
The above table and graph represents the 35% of came know about our site through
advertisements, 15% through their friends and 50% through social media.
Inference:
I found that 50% of the people came to know about the website through social media

36

Table No 5:
Table Title: Opinion about having 24/7 surprising service in Bangalore

Choice

No.ofrespondents(in
%)

YES

98

NO

Total

100

37

Graph No 5:
Graph Title: Graph showing the opinion about having 24/7 surprising service in Bangalore

120

No of respondents

100

100

98

80
YES

60

NO
40

Total

20
2
0
YES

NO

Total

Choice

Interpretation:
This question was asked to know if the people would love to have a service that would provide
them with the services of surprising their loved ones that would be available 24/7 in Bangalore.
With that the above table and graph represents that 98% people would love to have such a
service because there is no such website that provides with this unique service. Whereas 2% of
them were not interested.
Inference:
When asked about online portal which would provide 24/7 services 98% of them areall ready
interested.

38

Table No 6:
Table Title: Usage of our service

Particulars

No. of Respondents
(in %)

YES

94

OCCASSIONALLY

NO

Total

100

39

Graph No 6:
Graph Title: Graph showing the usage of service.

120

No of respondents

100

100

94

80
YES

60

Occasionally
NO

40

Total

20
4

Occasionally

NO

0
YES

Total

Particulars

Interpretation:
This question was asked to know how many of the customers would use our service. The
customers will help the company to estimate the sales of a company
The above table and graph shows how many of the customers would love to use our service. 94%
of the customers replied that they would use it. 4% of the customers said, they would use
occasionally and 2% replied they are not interested.
Inference:
94% of people who are all ready using this service.

40

Table No 7:
Table Title:Opinion about having Surprises

Choice

No. of
Respondents(in %)

YES

78

OCCASSIONALLY

21

NO

Total

100

41

Graph No 7:
Graph Title: Graph showing the opinion about having Surprises

120
100

No of Respondents

100
80

78
YES

60

Occasionally
NO

40

Total
21

20
1
0
YES

Occasionally

NO

Total

Choice

Interpretation:
Surprise is something that each and every individual would love to get from someone or give it
to someone. The above question was asked to know about the opinion of the individuals
regarding surprises.
The above table and graph represent that 78% of individuals are willing to have such service,
21% of the replied that they would love to have it occasionally and 1% said that they are not
interested in such service.
Inference:
The study reveals that 78% customers are willing have such service.

42

Table No 8:
Table Title: How often would you use this service.

Particulars

No of Respondents
(in %)

Weekly

05

Monthly

15

Quarterly

20

Yearly

60

Total

100

43

Graph No 8:
Graph Title: Graph showing how often would you use this service.

120
100

No of Respondents

100
80
60

60
40
15

20

20

5
0
Weekly

Monthly

Quaterly

Yearly

Total

Particulars

Interpretation:
This question was asked to know how often the customer would use this type of service. And
to get an idea to know how many customers are regular on weekly basis as target customers
and then so on divided categories to target customers based on priorities.
The above table and graph shows that 5% of individuals using this service on weekly basis,
15% on monthly basis, 20% on quarterly and 60% on yearly basis have been using this
service
Inference:
I also found that 60% of the customers use the service on an yearly basis.

44

Table No 9:
Table Title: Preference for surprising your loved ones
No. of
Preference

Respondents(in %)

Cakes

30

Bouquets

25

Chocolates

15

Soft toys

15

Customized gifts

15

Total

100

45

Graph No 9:
Graph Title: Graph showing the preference forsurprising your loved ones

120
100

No of Respondents

100
80
60
40

30

25
15

20

15

15

Soft toys

Customized gifts

0
Cakes

Bouquets

Chocolates

Total

Preference

Interpretation:
This question was asked to know about the preference that the individual would prefer for
gifting purpose.
With respect to the above table and graph shows that, I found 30% of the respondents would
love to surprise their loved ones with cakes, 25% with bouquets, 15% with chocolates, soft
toys and customized gifts respectively.
Inference:
30% of the respondents loved to surprise their dear ones with cake.

46

Table No 10:
Table Title: Opinion to shop online

Particulars

No. of respondents(in
%)

Very Often

53

Sometimes

17

Always

28

Very rare

Total

100

47

Graph No 10:
Graph Title: Graph showing the opinion to shop online

120
100

No of Respondents

100
80
60

53

40

28
17

20

2
0
Very Often

Sometimes

Always

Very rare

Total

Particulars

Interpretation:
This question was asked to know how often an individual would buy the stuff online.
With respect to this the above table and graph shows and I came to know that 53% of individuals
buy stuff online very often, 17% were those who buy sometimes, 28% replied that they always
use online shopping portals and 2% said they rarely use online portals.
Inference:
53% of the respondents who shop regularly online.

48

Table No 11:
Table Title: Advertisement of SurpriseWaala

Presence

No of respondents (in %)

Radio

10

Internet

30

Social Network

60

Total

100

49

Graph No 11:
Graph Title: Graph showing the Advertisement of SurpriseWaala

120
100

No of Respondents

100
80
60

60
40
20

30
10

0
Radio

Internet

Socail Network

Total

Presence

Interpretation:
This question was asked to know, how the customers came to know about our service and our
company SurpriseWaala.
The above table and graph shows that 10% of the respondents came to know about the service
through radio, 30% through internet and 60% through social network.
Inference:
60% of social network accountant for awareness being created of service.

50

Table No 12:
Table Title: Opinion towards pricing policy of SurpriseWaala products

Particulars

No. of Respondents (in %)

Comparatively High

13

Par with its quality

35

Acceptable

52

Total

100

51

Graph No 12:
Graph Title: Graph showing the Opinion towards pricing policy of SurpriseWaala products

120
100

No of Respondents

100
80
60

52
35

40
20

13

0
Comparitively High

Par with its Quality

Acceptable

Total

Particulars

Interpretation:
This question was asked to know what offers are customers expecting from the company and
what promotions can be run to attract more customers.
With respect to above SurpriseWaala is giving away discount vouchers depending on their
purchase and loyalty of the customer. In the survey I found that 13% customers replied that it
was comparatively high. Some customers accepted that it was par with its quality i.e. 35%. 52%
of the customers agreed that it was acceptable.
Inference:
52% of the customers found that the pricing policy of SurpriseWaala is acceptable.

52

Table No 13:
Table Title: Opinion about delivery of the service within time

Particulars

No. of Respondents(in %)

Excellent

65

Very good

25

Good

Poor

Total

100

Graph No 13:

53

Graph Title: Graph showing the opinion about delivery of the service within time

120
100

No of Respondents

100
80
65
60
40
25
20

9
1

0
Excellent

Very Good

Good

Poor

Total

Particulars

Interpretation:
SurpriseWaala is known for its timely delivery and quality of the service and that is one of the
pillars of the company. The company has already created a name in the market because of its
timely delivery.
With respect to this when I surveyed I found that 65% of the customers replied that the timely
delivery of the company was excellent. 25% of them said it was very good. 9% of them replied it
was good and 1% said it was poor.
Inference:
65% of the customers agreed that the delivery of the products is very timely.

54

Table No 14:
Table Title: Opinion about the availability of Products in SurpriseWaala

Particulars

No. of Respondents (in

%)

Easily available

92

Very rare

Not available

Total

100

55

Graph No 14:
Graph Title: Graph showing the opinion about the availability of Products in SurpriseWaala

120
100

No of Respondents

100

92

80

Easily Available

60

Very Rare
Not Available

40

Total

20
6

0
Easily Available

Very Rare

Not Available

Total

Particulars

Interpretation:
SurpriseWaala has got a very good review from its customers because the customers get
whatever they need right at their doorstep. Hence customers are very happy because of the
products that are available on the website
The survey carried out showed that 92% of the customers replying that the products were easily
available. 6% of them said that the products were rarely available and 2% responded that the
products were not available.
Inference:
92% respondents replied that the products are too easily available on SurpriseWaala website.

56

Table No 15:
Table Title: Opinion about the services provided by SurpriseWaala

Particulars

No. of Respondents
(in %)

Highly satisfied

88

Satisfied

11

Dissatisfied

Total

100

57

Graph No 15:
Graph Title: Graph showing the age Opinion about the services provided by SurpriseWaala

120
100

No of Respondents

100

88

80
60
40
20

11
1

0
Highly Satisfied

Satisfied

Dissatisfied

Total

Particulars

Interpretation:
This question was asked to know about the opinion of the customers regarding the service
provided by SurpriseWaala.
I came to know that 88% of the customers are highly satisfied with the service being provided,
11% were just satisfied and only 1% was dissatisfied.
Inference:
88% of the respondents gave an opinion that the services provided were highly satisfactory.

58

Table No 16:
Table Title: Opinion about the overall services provided by SurpriseWaala

Particulars

No. of respondents (in %)

Excellent

70

Very good

22

Good

Poor

Total

100

59

Graph No 16:
Graph Title: Graph showing the opinion about the overall services provided by SurpriseWaala

120
100

No of Respondents

100
80

70

60
40
22
20
7

0
Excellent

Very Good

Good

Poor

Total

Particulars

Interpretation:
The overall services of a company determine its future position in the market. If the quality of
the service provided is at par then the customer satisfaction is at its highest rate. In these terms
SurpriseWaala has left no stones unturned to make its customer happy and full of surprises.
The survey which I carried out brought me to a conclusion which showed that 70% of the
customers replied that the overall service provided by the company was excellent,22% said it
was very good,7% and 1% customers replied that it was good and poor respectively.

Inference:
70% of the respondents said that they were very happy with the overall services being provded by the
company.
60

Table No 17:
Table Title: Opinion about the future market position of SurpriseWaala

Particulars

No. of Respondents
(in %)

Excellent

86

Very good

Good

Poor

Total

100

61

Graph No 17:
Graph Title: Graph showing the opinion about the future market position of SurpriseWaala
120
100

100

No of Respondents

86
80
60
40
20
6

Very Good

Good

0
Excellent

Poor

Total

Particulars

Interpretation:
This question was asked to know about the future position of SurpriseWaala in the market.
86% of the customers replied that the company has excellent future in the market, 6% agreed that
it had very good future position, 7% said that it was good and 1% poor.
Inference:
86% of the respondents were of view that the company has a very bright future in the coming
years.

62

Table No 18:
Table Title: Opinion about the discount and offers provided by SurpriseWaala

Offers and Discounts

No. of Respondents (in %)

Acceptable

84

Good

15

Not good

Total

100

63

Graph No 18:
Graph Title:Graph showing the opinion about the discount and offers provided by
SurpriseWaala

120
100

100

No of Respodents

84
80
60
40
15

20

1
0
Acceptable

Good

Not Good

Total

Offers and Discounts

Interpretation:
A company tries to attract the customers by providing discounts and offers. SurpriseWaala too
offers discount, offers and vouchers to the customers very often. This has attracted a lot many
customers to visit the website and order the service.
Survey revealed that 84% customers found the discounts and offers acceptable,15% found it
good and 1% found it poor.
Inference:
84% of the customers were of the opinion that the discounts and offers provided by the company
played a major role in attracting the customers.
64

Table No 19:
Table Title: Improvement of the sales

Particulars

No. of Respondents (in %)

Frequent advertisements

25

More marketing

50

More promotional activities

15

More offers

Enhance consumer loyalties

Others(specific)

Total

100

65

Graph No 19:
Graph Title: Graph showing the Improvement of the sales

No of Respondents

120
100

100
80
60
40

50
25

20

15

Particulars

Interpretation:
Sales are the important factor to gain stability in the market. More the sales more the number of
customers flow in. And to generate sales marketing strategy played an important role. To
increase the sales devised the number of strategies. Frequent adv 25%, more marketing 50%,
more promotional activities 15%, more offers 5%, Enhance customer loyalties 3% & others 2%.
Inference:
25% of the respondents believed that the company had to invest in marketing purpose to improve the
sales of the company.

66

Table No 20:
Table Title: Modes of payment

Payment Mode

No. of Respondents (in

%)

Cash on Delivery

30

Online

70

Total

100

67

Graph No 20:
Graph Title: Graph showing the modes of payment

120
100

No of Respindents

100
80

70

60
40

30

20
0
Cash on Delivery

Online

Total

Payment Options

Interpretation:
With the advent of technology, people have started buying and selling products through plastic
money. SurpriseWaala too has implemented both modes of payment that is Cash on Delivery and
Online payment.
I found that 30% of the customers opted for COD option and 70% of the people paid it online.

Inference:
70% of the customers said that they preferred to pay online.

68

Table No 21:
Table Title:Ranking with respect to SurpriseWaala

Sl.No

Factors

Rank Allotted

1.

Brand Image

2.

Advertisement

3.

Product availability

4.

In-time Service

10

5.

Quality of products

10

6.

Mode of payment options

7.

Pricing of products

69

Graph No 21:
Graph Title: Graph showing the Ranking with respect to SurpriseWaala

12
10

10

Rank Alloted

10

8
6

6
4
2
0

Brand Image Advertisement

Product
Availability

In-time Service

Quality

Mode of
payments

Pricing

Factors

Interpretation:
With the help of the above stated factors I asked the existing customers to rate the company out
of 10 and the result is as follows Brand image 8, advertisement, Product availability 9, In-time
service 10, quality of products 10, mode of payment options 8, Pricing of products 9.

70

CHAPTER 5
SUMMARY OF FINDINGS
The summary of findings are summarized below, which is based on the research made to find the
market potentiality of SurpriseWaala.
45% of the customers are between the age group 21-30years.
In the above study I found that 50% of the customers were employed.
The study reveals that 85% of people are aware of the website.
I found that 50% of the people came to know about the website through social media.
When asked about online portal which would provide 24/7 services 98% of them areall ready
interested.
94% of people who are all ready using this service.
The study reveals that 78% customers are willing have such service.
I also found that 60% of the customers use the service on an yearly basis.
30% of the respondents loved to surprise their dear ones with cake.
53% of the respondents who shop regularly online.
60% of social network accountant for awareness being created of service.
52% of the customers found that the pricing policy of SurpriseWaala is acceptable.
65% of the customers agreed that the delivery of the products is very timely.
92% respondents replied that the products are too easily available on SurpriseWaala website.
88% of the respondents gave an opinion that the services provided were highly satisfactory.
70% of the respondents said that they were very happy with the overall services being provded by the
company.

86% of the respondents were of view that the company has a very bright future in the coming
years.
71

84% of the customers were of the opinion that the discounts and offers provided by the company
played a major role in attracting the customers.
25% of the respondents believed that the company had to invest in marketing purpose to improve
the sales of the company.
70% of the customers said that they preferred to pay online.

The Online Experience:

The market for E-Commerce is growing in a vast way. Bangalore is a place where such
technology is adapted is a huge amount and it is a profitable experience for every company
dealing with online service. There are no services available unlike SurpriseWaala, which
provides 24/7 services throughout the Bangalore region.
Every person would need such a service in order to surprise their loved ones, and hence this
company will help every person to utilize the unique services with great products and best
quality of every products in a very efficient way.
Survey Evidence:
According to the survey made throughout Bangalore region, it is noticed that SurpriseWaala is
the only company providing 24/7 services with various collection of products and having high
standards of quality.
On basis of these findings, and taking into account the variety of customer feedback, we can
tentatively conclude that there is a modest relationship between customers and the company.
This is a company where customers can put all their faith and trust for getting the right service at
an affordable price.

72

CONCLUSION AND SUGGESTIONS

The marketer, irrespective of operation in an urban or rural area, gives the importance to
marketing, its objective of satisfying consumers with services to gain profit.
A sincere attempt has been made in this research to examine the marketing of customer durables
in terms of its practices, effective management, and challenges which comprise of product, price,
place and promotion in the Bangalore region.
Suggestions:
It is possible to evolve effective strategies for marketing considering the environment in which
market operates and its associated problems. The suggestions give here though not universally
applicable, as much depend upon the product characteristics, the choice of customers.
1. Present and potential Market
v Most preferred brands in each product have monopoly indicating that other brands
can also make dent in the market by appropriate marketing strategies.
v People look for online services and not spending time for purchasing, this
provides opportunity to the company to launch their products with right
promotional strategies.
v The company should understand the taste and choice of customers to tap the
potential of their products.
2. Brand Awareness
v The pricing and promotion strategy should match the needs of age group of the
customers.
v It is important to consider the selection of right marketing areas.
v The company should concentrate more on product attributes and not on price and
image which come only next to quality.

73

3. Services
v Keeping in mind the preferences and choice of the customers company should
device the right service strategy to provide maximum product availability
throughout Bangalore.
v Services should be delivered on time.

74

BIBLIOGRAPHY
BOOKS REFERRED
Marketing management by Philip Kotler latest edition 2015
Marketing

Research

Satyabhushandoshi
WEBLIOGRAPHY

Study.com

www.businessdictionary.com

www.surprisewaala.com

scholar.google.co.in

(6th

edition)

by

Naresh

Malhotra

ANNEXURE
QUESTIONNAIRE
1. Name:
2. Age: Below 20 years
21-30 years
31-40 years
41-50 years
3. Occupation:
a. Student

b. Employed

c. Businessman/Professional

d. Others id Any

a. YES

b. NO

4. Are you aware of online websites?

5. How did you come to know about this online shopping portal?
a. Advertisement

b. Through friends

c. Social media

6. Would you like to have 24/7 surprising service in Bangalore?

a. YES

b. NO

a. YES

b. NO

c. OCCASSIONALLY

7. Would you like to use our service?

8. How often would you use this service?

a. Weekly

b. Monthly

c. Quarterly

d. Yearly

9. What do you prefer more for surprising your loved ones?

a. Cakes

b. Bouquets

c. Chocolates

d. Soft toys

e. Customized gifts

a. Very Often

b. Sometimes

c. Always

d. Very rare

10. How often do you shop online?

11. Do you come across the advertisement of SurpriseWaala?

a. Radio

b. Internet

c. Social Network

12. How do you feel the pricing policy of SurpriseWaala products?

a. Comparatively high

b. Par with its quality

c. Acceptable

13. What do you feel about delivery of the service within time?
a. Excellent

b. Very good

c. Good

d. Poor

14. What is your opinion about the availability of Products in SurpriseWaala?

a. Easily available

b. Very rare

c. Not available

15. What do you feel about the services provided by SurpriseWaala?

a. Highly Satisfied

b. Satisfied

c. Dissatisfied

16. What is your opinion about the overall services provided by SurpriseWaala?
a. Excellent

b. Very Good

c. Good

d. Poor

17. What do you feel the future market position of SurpriseWaala?

a. Excellent

b. Very Good

c. Good

d. Poor

18. What do you feel about the discount and offers provided by SurpriseWaala?
a. Acceptable

b. Good

c. Not good

19. If the company has to improve the sales, what aspects they have to concentrate?
a. Frequent advertisements

b. More marketing

c. More promotional activities

d. More offers

e. Enhance consumer loyalties

f. Other, Specify.

20. From what modes of payment have you purchased products?

a. Online

b. Cash on Delivery

21. Suggest your opinions for the improvement of the services?

a.
b.
c.
22. Rank the following factors with respect to SurpriseWaala.
Sl.No

Items

1.

Brand Image

2.

Advertisement

3.

Product availability

4.

In-time Service

5.

Quality of products

6.

Mode of payment
options

7.

Pricing of products

Rank(out of 10)