RELIANCE LIFE INSURANCE, KOPPAL

EXPECTED CONTRIBUTION FROM THE STUDY

As the number of visits made by the advisors to the customers is less than 56%,
and the relation can be build/maintained by effective communication with the
customers by being in constant touch with the customer. As many of the new life
insurance companies are entering, Reliance has to maintain its relation with the
customer. So that it can be abele to generate more number of loyal customers.

To educate the customers about the new products, the company can use SMS
service for reaching its customers. Due to large number of customers, the reach of

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RELIANCE LIFE INSURANCE, KOPPAL

the entire customers in less time may not be possible from its advisors and sales
officers. This can be a less costly medium of taking direct response of the
customers. As it does not disturb the customer.

To effective closing of any sales call, one should understand the need of the
customers in depth. The Advisors can be trained by the sales officers, and training
institution.

The Reliance should come up with more number of Products for those customers
about 40% of customer are feeling that the product that they purchased. does not
match there needs

This research has been brought up many facts regarding the Customer relationship
Management. Reliance Life insurance has large number of products in its portfolio. But
the advisors are unable to find out the need of the customers and they are unable to
suggest the right suitable product. By this project, now I can understand the various
factors of insurance industry and how the customer relation is maintained in this industry.
The potential customers are more in number and they are still not secured their life. Due
to distribution channels, to reach every other customer in shortest time is not possible;
hence company can adopt some of the suggestions

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RELIANCE LIFE INSURANCE, KOPPAL

Questionnaire For Customers

Dear Sir/Madam,

I am pleased to introduce myself K Sunil Chowadari, MBA Student of HETs Institute of

Management Studies Hubli as a Part of Curriculum, have undertaken a study on,
Customer Relationship Management in Reliance Life Insurance. The information
provided by you will be strictly kept confidential and used for academic purpose only

1. Name:

2. Age:

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RELIANCE LIFE INSURANCE, KOPPAL

3. Sex:

4. Income:

5. Do you agree that Reliance life insurance offers variety of products?

Strongly Agree Agree Normal Disagree Strongly Disagree

6. Did you got sufficient information about products while purchasing?

a) Yes b) No

7. If No, the reasons are:

Complexity of products
Less information given by the adviser/sales officer
Any others (specify)
8. Does your need and the product you purchased are matching?

Fully matched Partly matched Normal Partly not matched Not matched

9. How much are you motivated by the adviser or sales officer?

Highly motivated Highly motivated

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RELIANCE LIFE INSURANCE, KOPPAL

Adviser motivated Sales Officer motivated

Not at all Not at all

10.Which are the services you receive from the advisor?

Information of premium date reminding

Information of new policies.
Helps in solving the doubts.
If any mention __________________________

11. Suggest any unique service you want from the organization?

__________________________

Thank You

QUESTIONNAIRE FOR SALES OFFICERS

1. Name:

2. Designation:

3. Do you agree that Reliance life insurance has variety of products?

Yes No

4. Do you educate the advisers about initiating Reliance products?

Yes No

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RELIANCE LIFE INSURANCE, KOPPAL

5. If No, the reasons are:

Lack of information about the same,

Lack of time
Lack of motivation from Reliance Life Insurance
Lack of interest in the Advisers,
Any others (specify)
6. Are you aware of the various incentives available for following leads given by
advisers?

Yes No

7. What are the advisors satisfied with?

H Satisfied Satisfied Neutral Dissatisfied H Dissatisfied

Monetary

Rewards

Recognition

8. How many advisers are there in youre under?

_______

9. Do you find difficulty in handling advisers?

Yes No

10. If yes then what type of difficulty you face?

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RELIANCE LIFE INSURANCE, KOPPAL

_____________

11. Are you given sufficient information / training to help you clear the advisers queries
regarding insurance plans?

Yes No

12. What kind of assistance do you need to generate more business?

Presentation by the insurance company

Briefing by managers
Helpdesk at the branch
Meeting with advisers

Thank You

QUESTIONNAIRE FOR ADVISERS

1. Name:

2. Age:

3. Sex:

4. Qualification:

5. Do you agree that Reliance life insurance has variety of products?

Strongly Agree Agree Normal Disagree Strongly Disagree

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RELIANCE LIFE INSURANCE, KOPPAL

6. Do you get sufficient information about products?

Yes No

If No, the reasons are:

Lack of interest in yourself

Lack of Training
Lack of motivation from Reliance Life Insurance
Any others (specify)
7. Do you educate customers about Reliance Life Insurance Products?

_______

8. Have you tried to understand the needs of the customer?

Yes No

9. If no then what type of difficulty you face?

_____________

10. Have you given sufficient information / training to help you clear the customers
queries regarding insurance plans?

Yes No

11. How many times you have contacted the existing customer?

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RELIANCE LIFE INSURANCE, KOPPAL

Once in weak Once in month Once in 6 months Once in Year

12. Do you prepare yourself for any sales call?

Yes No

13. What kind of assistance do you need to generate more business?

Training about customer handling

Helpdesk at the branch,
Generating leads by the company
Any others (specify)

Thank You.

BIBLIOGRAPHY

Textbooks:
1. Marketing Management: 13th Edition A South Asian Perspective
Philip Kotler, Kevin Lane Keller, Abraham Koshy, Mithileshwar Jha

2. Marketing Management
Arun Kumar, N Meenakshi

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Websites: www.reliancelife.co.in
www.licindia.com

Newspaper: Business Line

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