A

PROJECT REPORT

ON
“TO STUDY THE EFFICIENCY OF SUPER VALUE VOUCHERS
OF BHARTI AIRTEL AND EFFECTIVENESS OF THEIR MODE OF
COMMUNICATION”

AT

BHARTI BAHU PLAZA.

SUBMITTED TO JAMMU UNIVERSITY FOR THE AWARD OF

M.B.A DEGREE.

UNDER THE ABLE GUIDANCE OF Mr. AJAY KHAJURIA.

Submitted by

Ankush Gupta

M.B.A 130 08

Page 1
 ACKNOWLEDGEMENT

At the outset I wish to express my gratitude to BHARTI AIRTEL LIMITED

for giving me an opportunity to do summer training with them. Working
with the market leaders was a great learning experience.

The Summer Project on “To STUDY THE EFFICIENCY OF SUPER VALUE

VOUCHERS OF BHARTI AIRTEL AND EFFECTIVENESS OF THEIR MODE OF

COMMUNICATION” offered a great learning experience. During the tenure of

this project, I was fortunate to have interacted with people, who in their own
capacities have encouraged and guided me.

I take this opportunity to thank Mr. Ajay khajuria, my project guide at

Bharti Airtel Ltd. who has been instrumental in my progress from the very
beginning of my internship. I thank him for guiding my judgment,
constantly pushing the upper limits of my capabilities, encouraging me to
deliver more. I cannot thank him enough for providing me with the valuable
insights into the functioning of the market, narrowing the gap between pure
academic study and the practical scenario.

Page 2
 I would like to express my sincere gratitude to Marketing and sales
Department of Bharti Airtel Ltd. for providing me an opportunity to undergo
summer training in Marketing Department of such a reputed organization.

I would like to thank AGBS for providing me the necessary knowledge,

because of which I was able to complete my project without much difficulty.
I would also like to thank the people who have helped us in bringing out the
best in the project

Finally, I would like to thank all those persons who either directly or
indirectly helped me in the accomplishment of my project.

ANKUSH GUPTA
130 MBA 08
3RD SEM.

Page 3
 PREFACE

As a part of the two-year degree course of MBA, we need to undergo

Summer Training for two months in the beginning of 3rd Semester. Practical
Summer Training is significantly different from the College Studies. College
Studies are more oriented towards the theory. But in our training period we
are more involved in the Practical works. We work as if we are MBA
graduates in the field and if that work is given to us how we have tackled it
i.e., the main objective of the Practical Summer Training is to make us well
conversant with the Practical Aspects of the Management Profession.

I was given the project on” TO STUDY THE EFFICIENCY OF

SUPER VALUE VOUCHERS OF BHARTI AIRTEL AND
EFFECTIVENESS OF THEIR MODE OF COMMUNICATION” in
Jammu circle in INDIA.

Page 4
I hope that the conclusions arrived at and the recommendations will help the
company to increase the revenue and help in providing better services to the
customers.
TABLE OF CONTENTS

S.NO CHAPTER PAGE NO.

1. INTRODUCTION. 12
2. COMPANY PROFILE. 20
3. LAUNCH OF AIRTEL IN J&K. 41
4. OBJECTIVE OF THE STUDY. 48
5. RESEARCH METHODOLOGY. 50
6. DATA ANALYSIS. 57
7. FINDINGS. 67
8. LIMITATIONS. 70
9. CONCLUSION . 72
10. SUGGESTIONS AND 75
RECOMMENDATIONS.
11. NEW TOWN LAUNCH 78
12. BIBLOGRAPHY 83
13. ANNEXURE 85

Page 5
EXECUTIVE
SUMMARY

Page 6
 EXECUTIVE SUMMARY

This project is on the “To STUDY THE EFFICIENCY OF SUPER

VALUE VOUCHERS OF BHARTI AIRTEL AND EFFECTIVENESS
OF THEIR MODE OF COMMUNICATION”. The purpose of this
project is to analyze the super value voucher’s market in Jammu region and
to determine how effective their mode of communication is. Super value
vouchers are the vouchers by which company provides various types of
schemes to the customers it can be for low local call rates, STD calls, free
message packs etc. As company is providing various types of SVV’s for
there customers, it is important to know how well they are used by
customers.

In addition to this the purpose of this project is also to

recommend other effective ways of communication which results in
more customer satisfaction and ultimately increase the revenue of the
company.

The information is collected and analyzed in this project is from

Jammu city, so this research gives the general idea of the project and the
market.

Page 7
The project involves surveys of retailers on personal basis. The primary data
is collected by direct interviewing the respondents and using
questionnaire as research instrument.
The company has its network all over India. The network is present in
almost all the states.

The project revealed the following facts.

The major competitors in the market are:

BSNL
AIRCEL
VODAFONE
TATA INDICOM
RELIANCE

Airtel is having good market in JAMMU. By good service and with good
brand name it is going ahead in the market. Infact nowadays Airtel is the no
1 brand in J&K. No. of consumer base of Airtel is increasing day by day. It
has consumer base of more than 20 lakhs.

However because of the tough competition it is time to increase the

awareness and thus revenue of the company. AIRTEL is here to help
customers anywhere, anytime, whenever, wherever they want after all
“aisi azaaadi aur kahan”. Further the survey revealed the fact that

Page 8
 super value vouchers are very popular due to its capability to reduce
tariffs.

WHY I HAVE CHOSEN THIS COMPANY AND THIS

PROJECT

In India telecom sector is growing up day by day and new companies are
also emerging frequently, as telecom has become an important need of every
individual

In Jammu cluster AIRTEL is capturing a major market share and is one of

the leading mobile operator so I have selected this company for my project

Airtel Is having the potential and scope to increase its market share
and company also wants to know the actual market share and potential and
as it’s the time when other new companies are also trying hard to attract
more and more customers towards them. So it’s the good time to know a
company like AIRTEL, how they handle their retailers and customers.

Also as the retailers are directly linked with the customers so if we are able
to make these retailers happy and if we are able to convert multi-branded
retailers to exclusive Airtel retailers then its not only increases Airtel’s
revenue but also intention to purchase (ITP) among the public and also helps
the company to gain more market share from its competitors.

Page 9
So its time to increase the revenue as well as the awareness to the outsiders
as well as to local public that AIRTEL is here to help you anywhere,
anytime, whenever, wherever they want.

Page 10
 CHAPTER 1:
INTRODUCTION

Page 11
 INTRODUCTION TO INDIAN
TELECOM SECTOR
A telecommunication revolution was the last thing on the mind of Indian
policy makers in the early 1980s, since telephones were considered to be the items
of luxury and something developed nations in the West needed to worry about.
Higher up on the priority list for India were subjects such as urban and rural
development, economic reforms, and industrial revolution. Unfortunately, no one
thought about the result of a synergy between building a telecommunication
infrastructure and the overall development of the country, including urban, rural,
economic and industrial development, and how they could bring about a paradigm
shift in the development of the nation.
Starting in mid-Eighties, the entire approach changed with the realization
dawning upon the administrative machinery that a good telecommunication
infrastructure could be the right enabler to all these reforms. A national level
organization, the Centre for Development of Telematics (CDoT), was formed by
the Indian government. Its main task was to develop and adapt state-of-the-art
technologies to suit Indian needs and link this to the overall development of the
nation. The responsibility for spearheading the initiative was given to a well-
known technocrat, Sam Pitroda. It was under his leadership that India began to
realize that a quality telecommunication infrastructure, along with substantial food,
clean water and adequate shelter was a fundamental component in the process of
modernization.
Unfortunately, high costs, low demand, and stringent technology import rules
became a barrier for the telecommunication revolution to sweep the country. The
Page 12
1980s did see some activity in the telecommunication sector, including the
establishment of much-needed rural Exchanges and Public Call Offices (PCOs)
being built throughout the country. However, a telecommunication revolution
remained a distant dream.
One major change that took place in the 1980s was the ease of connectivity
and the simplification of the process for making long distance telephone calls. This
process became much simpler compared to earlier years when one had to rely on
the operator to connect users to a long distance call. From the latter half of the
1980s, slowly but steadily, ordinary Indians started to increasingly rely on the
telephone rather than mail. However, operational and maintenance costs were still
steep and remained a major deterrent for a large part of the Indian population to
use the telephone extensively.
The early 1990s, however, saw these early problems slowly being solved.
Two major events changed the scenario completely:
1. Economic reforms leading to large-scale liberalization initiatives and thus,
the privatization of telecommunication services in India, and
2. The rise of the Indian software industry.
The first one facilitated the entry of the latest technology from the West, while the
second one created the demand required to sustain the telecommunication industry.
However, there was another major hurdle the telecommunication industry had
to (and is still trying to) overcome—the pricing challenge. India is an extremely
price conscious market and the price of a gadget is, more often than not, the
deciding factor. Given such circumstance , the standard global telecommunication
revenue model—an investment of US$800 for installation and a 35-40 per cent
annual recovery—would just not work (to make an investment required to install a

Page 13
profitable telephone line, a telecommunication company would like to recover 35-
40% of its initial investment through revenue earnings). The reason is simple:
converted to Indian Rupees (approximately 1USD = 45 Indian Rupees), these
figures become abysmally high for the average Indian to afford.
While people had to wait for three years to obtain a telephone connection in
the early 1990s, today, telecommunication companies are wooing them with all
sorts of rewards to get over the counter connections. Previously, before the
telecommunication revolution, one had to wait for three to five years after applying
for a telephone connection to actually get a telephone set. Today’s Indian
telecommunication user has the option of choosing from various state of the art
technologies and standards such as GSM, CDMA, WLL (M), and WLL (F).

Page 14
 BACKGROUND

The first telegraph line in India was commissioned

in October 1851 for the East India Company. A
hundred years later, the first automatic telephone
exchange opened in Calcutta. From then till now,
India’s telecom resurgence has been remarkable.
After 44 years of government monopoly, market
liberalization introduced in 1991 has led to an 8-
fold increase in the number of phones in just 13 years. India’s network is 8 th largest
in the world and, after China, second largest among emerging economies.
1994 was a watershed year in the history of the Indian telecom sector, which
ranked sixth in the world after USA, China, Japan, Germany, and France in terms
of number of installed fixed lines. As soon as the telecom industry opened to
private sector investment beginning 1994, a large number of Indian companies
entered the segment with varying force, different strategies, and assorted
aspirations.
The government of India introduced the New Telecom Policy (NTP) that year
that envisaged a vast change in Indian Telecom Scenario and reflected the
Government’s desire to bring the Indian telecom at par with the rest of the world. It
was followed up by the introduction of NTP 1999. The various policy changes also
reflected the Government’s realization that the huge funds needed to undertake
gigantic and extensive upgrade of telecom infrastructure

Page 15
 In all the three segments of wireline, wireless and data services, would require
active participation of private sector. We have moved decisively from an
environment that was monopolized by state owned companies, and in which there
was a huge unmet customer demand for telecom services, to one that is
characterized by intense competition among several players, and availability of
quality telecom services on demand at very affordable prices.
Much of this has happened because of the wireless revolution taking place in
the country, as is happening globally. The global telecom industry which was in
throes of recession in the recent years is now looking up. With the global economy
getting back into the growth mode, telecom budgets of enterprises worldwide are
expected to increase, and the telecom companies’ financials, which were awash in
red, are expected to return to black in the next couple of years. Wireless dominance
is the governing theme, with the wireless subscriber base taking over the wireline
subscriber base in 2003. Increasingly, wireline subscribers are expected to “cut the
cord” and migrate to wireless, while new users will pick up the wireless as their
first phone.
The growth trends in Indian Telecom mirror those in the global industry.
Wireless has been the principal growth engine, accounting for two-thirds of the
total telecom subscriber additions during the last three years. While the growth
factors for wireless in India are the same as those abroad, an additional factor that
played a key role in India is the implementation of CPP(Calling Party Pays)
regime, which has given the customer greater control over their telecom costs.
The industry today is on the cusp of a paradigm shift. The total telecom base
which has grown by nearly 40% reached 130 million in 2006. The Teledensity is
set to cross 20% in the next 5 years beating the Government’s target by 3 years.

Page 16
 The global wireless revolution has made its presence felt in India also. Just
like the other parts of the world it has been the principal engine for growth in the
telecom sector. The wireless subscriber base has galloped from 1.6 million in 1999
to 80 million in 2006. In the last 3 years, three out of every four new telephone
subscribers were wireless subscribers. Consequently, wireless now accounts for
more than 50% of the total telephone subscriber base, as compared to only about
9.5% in 2000. The wireless subscriber base is expected to accelerate further from
just under 2 million subscribers per month currently to 2.5 million by the end of
2007. The wireless subscribers have already outnumbered the wireline subscribers,
mirroring the global trend.
The factors behind the wireless revolution in India are no different from those
prevailing globally. Has ushered in
Industry deregulation
increased competition
& Liberalization
& led to growth

The Indian telecom industry has come of ages in the field of regulations. It
started with the NTP in 1994. Between the years 1994 & 1998 TRAI was
established as an independent regulatory body, the wireless licenses were allotted
to private operators and the wireline services were opened up to competition. In
1999 new telecom policy was introduced and there was entry of third & fourth
operators in the wireless services. Free competition was allowed in wireline and
first round of tariff rebalancing was done. The operators moved from fixed to
revenue-sharing license fee structure.
In the year 2003-2004 the unified license regime was introduced to enhance
the competition and create a level playing field. Transfer of wireless licenses was
allowed among the operators and intra-circle wireless mergers were also allowed.
Page 17
The future for this carries prospects for connectivity if wireless operators to carry
inter-circle calls and a comprehensive spectrum policy on which the TRAI decision
is impending. The effect of all this has been that we have moved from a state of 3
incumbent operators to 20 operators at present, there are three to six operators
competing for subscribers in almost every circle. The intense competition has been
instrumental in driving down the wireless tariffs.Affordable wireless
Declining Tariffs
phones

Entry of 3rd and 4th GSM operators in each circle, and CDMA (WLL) wireless
operators, has created a new floor for local & long distance tariffs. The average
peak wireless call tariff per minute has come down from Rs. 16.8 in 1998 to Rs. 6
in 1999 to Rs. 4 in 2002 and Rs. 1.70 at present.
Prepaid offerings have created a surge in wireless subscribers, mirroring the
trend in other developing countries. Mass penetration of
Prepaid offerings
wireless

The operators are aggressively promoting prepaid cards and have spurred the
adoption of wireless by the masses. From the budget-conscious lower middle class
households to college students to low income groups, people are increasingly
seeing prepaid as a hassle-free way of going wireless. The prepaid share has
increased from 26% in 1999 to 90% in 2007.

Page 18
 CHAPTER 2:
COMPANY PROFILE

BHARTI ENTERPRISES

Page 19
“As we spread wings to expand our capabilities and explore new horizons, the
fundamental focus remains unchanged: seek out the best technology in the
world and put it at the service of our ultimate user: our customer.”

Bharti Enterprises is one of India’s leading business groups with interests in

telecom, agri business, insurance and retail. Bharti Enterprises has successfully
focused its strategy on telecom while straddling diverse fields of business. From
the creation of 'Airtel', one of India's finest brands, to becoming the largest
manufacturer and exporter of world class telecom terminals under its 'Beetel'
brand, Bharti has created a significant position for itself in the global
telecommunications sector. Bharti Airtel Limited is today acknowledged as one of
India's finest companies, and its flagship brand 'Airtel', has over 24
million customers across the length and breadth of India.

Bharti Enterprises has been at the forefront of technology and has

revolutionized telecommunications with its world-class products and
services. Established in 1985, Bharti has been a pioneering force in the telecom
sector with many firsts and innovations to its credit, ranging from being the first
mobile service in Delhi, first private basic telephone service provider in the
country, first Indian company to provide comprehensive telecom services outside

Page 20
India in Seychelles and first private sector service provider to launch National
Long Distance Services in India.

Bharti has also launched national long distance services by offering data
transmission services and voice transmission services for calls originating and
terminating on most of India's mobile networks.

The Company is also implementing a submarine cable project connecting

Chennai-Singapore for providing international bandwidth.

Bharti Enterprises also manufactures and exports telephone terminals and

cordless phones under its 'Beetel' brand. Apart from being the largest manufacturer
of telephone instruments, it is also the first telecom company to export its products
to the USA.
While a joint venture with TeleTech Inc., USA marked Bharti’s successful
foray into the Customer Management Services business, Bharti Enterprises’
dynamic diversification has continued with the company venturing into telecom
software development. Recently, Bharti has successfully launched an international
venture with EL Rothschild Group owned ELRO Holdings India Ltd., to export
fresh Agri- products exclusively to markets in Europe and USA.

BHARTI ENTERPRISES STRUCTURE

Page 21
A brief introduction to each of companies is given below:

1. Bharti Airtel Ltd

Bharti Airtel Ltd is India's leading provider of

elecommunications services. The company has 3 distinct
Business divisions - Mobile, broadband & telephone services
and enterprise services.

Page 22
2. Bharti TeleTech Ltd

Bharti TeleTech Ltd manufactures and exports world-

class telecom equipment under the brand 'Beetle'

3. Bharti Retail Pvt Ltd

Bharti Retail Pvt. Ltd. is a 100% subsidiary of Bharti Enterprises.

Bharti Retail will serve all regular shopping requirements of an
average Indian household offering affordable prices, great
quality & wider choice. Bharti Retail is looking at launching its
retail outlets in multiple consumer friendly formats in several
cities across India

4. Bharti Telesoft Ltd

Bharti Telesoft Ltd delivers best-in-class, revenue-

critical VAS products and services to telecom carriers.

Page 23
5. TeleTech Services (India) Ltd

TeleTech Services (India) Ltd is joint venture with

TeleTech Inc., USA. It offers a range of Customer
Management Services.

6. Field Fresh Foods Pvt Ltd

Field Fresh Foods Pvt. Ltd is Bharti's venture with

EL Rothschild Group owned ELRO Holdings India Ltd., to
export fresh Agri products exclusively to markets in
Europe and USA.

7. Telecom Seychelles Ltd

Telecom Seychelles Ltd provides telecom

services in Seychelles, under the brand 'Airtel'

Page 24
8. Bharti AXA Life Insurance Company

Bharti AXA Life Insurance Company Ltd is a joint venture

between Bharti Enterprises and AXA, world leader in
financial protection and wealth management. The joint
venture company has a 74% stake from Bharti and 26%
stake of AXA Asia Pacific Holdings Ltd (APH).

9.Jersey Airtel Ltd

Jersey Airtel, a subsidiary of Bharti, offers world-class

mobile services in Jersey (Channel Islands) over its full 2G,
3G and HSDPA enhanced network. The Company brings
market-leading products and services to its customers
under Airtel-Vodafone brand.

ORGANIZATIONAL STRUCTURE
Page 25
 As can be seen in the above Organization Structure Airtel has Chairman at the top
followed by Bharti management Board and Bharti Management Council. Both of them direct a
number of Directors in their Line Management consisting of MD’s, VC’s , Directors and MD’s.

AIRTEL’S BACKGROUND

Page 26
 Airtel comes from Bharti Airtel Limited, India’s largest integrated and the
first private telecom services provider with a footprint in all the 23 telecom circles.
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The
Bharti Group, has a diverse business portfolio and has created global brands in the
telecommunication sector. Bharti Airtel since its inception has been at the forefront
of technology and has steered the course of the telecom sector in the country with
its world class products and services.
The company complements its mobile, broadband & telephone services with
national and international long distance services. For international connectivity to
the east, the company has a submarine cable landing station at Chennai, which
connects the submarine cable (owned by an associate company) connecting
Chennai and Singapore. For international connectivity to the west, it is a member
of the South East Asia-Middle East-Western Europe – 4 (SEA-ME-WE-4)
consortium along with 15 other global telecom operators, and has commissioned
the fourth generation cable system. SEA-ME-WE-4 supports telephone, Internet,
multimedia and various other broadband and data. The company provides reliable
end-to-end data and enterprise services to the top corporate customers by
leveraging its nationwide fiber optic backbone, last mile connectivity in mobile
and broadband & telephone services, VSATs, ISP and international bandwidth
access through the gateways and landing station.

Page 27
  Airtel Mobile Services
Airtel’s Mobile started its services from one circle of Delhi and now has its
footprint across all the 23 circles of India.
The Vision for Bharti's mobile business is -
“To be globally admired for telecom services that delight customers.”

 Airtel Broadband and Telephone Services

This arm of Bharti Airtel Ltd. provides services ranging from integrated broadband
& telephone services for corporate to user friendly plans for homes.

 Airtel Long Distance Services

The services included under it are:
• National Long Distance
• International Long Distance
• Internet
• VSAT
• Network Solution

Page 28
Bharti Airtel is one of India's leading private sector providers of
telecommunications services based on an aggregate of 71,777,448 customers as
on June 30, 2008, consisting of 69,383,716 GSM mobile and 2,393,732 Bharti
Telemedia subscribers.

The businesses at Bharti Airtel have been structured into three individual strategic
business units (SBU’s) - mobile services, telemedia services (ATS) & enterprise
services. The mobile services group provides GSM mobile services across India in
23 telecom circles, while the ATS business group provides broadband & telephone
services in 94 cities. The enterprise services group has two sub-units - carriers
(long distance services) and services to corporates. All these services are provided
under the Airtel brand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and The
National Stock Exchange of India Limited (NSE).

The businesses at Bharti Airtel have been structured into three individual Strategic
Business Units (SBUs) - Mobile Services, Broadband & Telephone Services
(B&T) and Enterprise Services. The Enterprise services group has two sub-units -
carriers (long distance services) and services to corporate. The Mobile business
provides mobile & fixed wireless services using GSM technology across 23
telecom circles while the B&T business offers broadband and telephone services in
94 cities. The Enterprise services provide end-to-end telecom solutions to
corporate customers and national & international long distance services to carriers.
All these services are provided under the brand Airtel.

Page 29
Business Divisions

Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and
is the largest mobile service provider in the country, based on the number of
customers.

The group focuses on delivering telecommunications services as an integrated

offering including mobile, broadband & telephone, national and international long
distance and data connectivity services to corporate, small and medium scale
enterprises.

Page 30
The group offers high speed broadband internet with a best in class network. With
Landline services in 94 cities we help you stay in touch with your friends & family
and the world.

The Company compliments its mobile and broadband & telephone services with
national and international long distance services. It has over 35,016 route
kilometers of optic fibre on its national long distance network. For international
connectivity to east, it has a submarine cable landing station at. For international
connectivity to the west, the Company is a member of the South East Asia-Middle
East-Western Europe – 4 (SEA-ME-WE-4) consortiums along with 15 other global
telecom operators.

VISION

By 2010 Airtel will be the most admired brand in India:

• Loved by more customers

• Targeted by top talent
• Benchmarked by more business

MISSION

• Airtel will meet global standards for telecom services that delight customers
through:
• Customers Service Focus
• Empowered Employees
• Innovative Services

Page 31
 AIRTEL’S BRAND

Airtel was born free, a force unleashed into the market with a relentless and
unwavering determination to succeed. A spirit charged with energy, creativity and
a team driven “to seize the day” with an ambition to become the most globally
admired telecom service. Airtel, after just ten years, has risen to the pinnacle of
achievement.
As India's leading telecommunications company Airtel brand has played the
role as a major catalyst in India's reforms, contributing to its economic resurgence.
Today Airtel touch peoples lives with its Mobile services to connect India's
leading 1000+ corporates , empower them through Broadband services and connect
Indians living in USA with its call home service

AIRTEL’S PROMISE

We at Airtel always think in fresh and innovative ways about the

needs of our customers and how we want them to feel. We deliver
what we promise and go out of our way to delight the customer with a
little bit more

Page 32
 AIRTEL VISUAL IDENTITY

The Airtel visual identity has different elements that work together to
create a strong and consistent identity for the brand. The most
important of these are:

THE AIRTEL LOGO

The Airtel logo is a specially drawn word mark. The logo is a reflection of
Airtel’s identity – a strong, contemporary and confident symbol for a brand that is
always ahead the rest, always ‘In-touch’ and on customer’s side.

THE AIRTEL IMAGE STYLE

It incorporates two solid, red rectangular forms whose counter-form creates an

open doorway.

Page 33
 THE AIRTEL TYPOGRAPHICAL STYLE

The title case lettering with its capital 'A' was deliberately chosen to reinforce the
brand's leadership position. The red dot on the letterform 'I' cues Airtel's focus on
innovation. The words 'Express Yourself' are very much part of the brand identity

PARTNERS

The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside Singapore, in
the company.
The company’s mobile network equipment partners include Ericsson and Nokia. In
the case of the broadban
d and telephone services and enterprise services (carriers), equipment suppliers
include Siemens, Nortel, Corning, among others. The Company also has an
information technology alliance with IBM for its group-wide information
technology requirements and with

Nortel for call center technology requirements. The call center operations for the
mobile services have been outsourced to IBM Daksh, Hinduja TMT, Teletech &
Mphasis.

Page 34
 COMPETITIVE STRENGTHS

Bharti Airtel believes that the following elements will contribute to the
Company's success as an integrated telecommunication services provider in India
and will provide the Company with a solid foundation to execute its business
strategy:

• Nationwide Footprint – The Company’s presence in all 23 circles accounts

for largest network connectivity.
• Focus on telecommunications to enable the Company to better anticipate
industry trends and capitalize on new telecommunications-related business
opportunities;
• The strong brand name recognition and a reputation for offering high quality
service to its customers;
• Quality management team with vision and proven execution skills; and
• The Company's strong relationships with international strategic and financial
investors such as SingTel, Warburg Pincus, International Finance
Corporation, Asian Infrastructure Fund Group and New York Life
Insurance.

Enhanced Convenience: Being country’s first truly integrated telecom services

brand, Airtel will be a one-stop provider of telecom services, thereby bringing in
added convenience to its customers.

Page 35
 OUR INNOVATIONS

We are changing the way India communicates by offering innovations that not
only add value to people’s lives but also deliver an unmatched customer
experience.
We were the first to-

• Provide electronic recharge for mobile phones.

• Initiate music retailing in the world with “Easy Music” and the first to
offer a Lifetime Prepaid service.
• Provide innovations such as Bollywood movie premiers, music services
such as ring back tones & many more.

Page 36
FACTSHEET

Bharti Airtel Limited.

Name

Business Description Provides mobile, telemedia services (fixed line) and enterprise services (carriers &
services to corporates)
Established July 07, 1995, as a Public Limited Company

Proportionate Revenue Rs. 270,122 million (year ended March 31, 2008-Audited)

Rs. 184,202 million (year ended March 31, 2007-Audited)

As per Indian GAAP Accounts

Proportionate EBITDA Rs. 114,018 million (year ended March 31, 2008 - Audited)

Rs. 74,407 million (year ended March 31, 2007 - Audited)

As per Indian GAAP Accounts

Shares in Issue 1,898,020,804 as at June 30, 2008

Listings The Stock Exchange, Mumbai (BSE)

The National Stock Exchange of India Limited (NSE)

Market Capitalisation

Customer Base 69,383,716 GSM mobile and 2,393,732 telemedia customers (Status as at month
ended June 30, 2008)
Operational Network Provides GSM mobile services in all the 23 telecom circles in India, and was the first
private operator to have an all India presence.

Provides telemedia services (fixed line) in 94 cities in India.

Page 37
Registered Office Bharti Airtel Limited

Bharti Airtel Limited

(A Bharti Enterprise)
Aravali Crescent,
1, Nelson Mandela Road,
Vasant Kunj, Phase II,
New Delhi – 110 070, India
Tel.No.: +91 11 4266 6400
Fax No.: +91 11 4166 6137

Page 38
Page 39
 CHAPTER3:
LAUNCH OF AIRTEL IN J&K

Page 40
 LAUNCH OF AIRTEL IN JAMMU AND KASHMIR

• Airtel became the first private sector cellular services provider to launch its
mobile services in Jammu & Kashmir in October 2004. With this launch
Airtel got a presence in 23 circles across the country. The company
earmarked an investment of Rs125 crore during the current fiscal to cover
across the state.
Also now mobile subscribers in other parts of the country will be able to
roam in Kashmir..

• Sunil Mittal, chairman and managing director, Bharti Tele-Ventures, said,

"The launch of Airtel mobile service will have a profound impact on the
economic growth of the entire region as it would bridge distances, provide
employment and also encourage tourism." He added that Airtel has received
confirmed bookings from 50,000 consumers across the state. The company
has begun the service with 90 cell sites across 46 towns, to be expanded to
118 sites later. The network is managed by Swedish equipment manufacturer
Ericsson and is GPRS ready (general packet radio services).

• Bharti has employed 200 people for its operations in J&K directly and
another 1,000 through it’s distributing--on channel.

• For the first time, the company has deployed three mobile switching centres
(MSC) in the state owing to the hilly terrain. In other states where it
launched operations the company started with a single MSC.

• The state-owned operator ,Bharat Sanchar Nigam Ltd, had launched its
mobile services in the state a year back and now has a subscriber base of 1
lakh. Other operators were also planning for launching their services in the
state following the footsteps.

Page 41
• By the time progress the customer base raised to 8lakhs in 2007, Airtel J&K
chief operating officer, Manish Trehan said. He attributed the success to
quick roll out of the network across towns and over 3,500 villages and
creating two world class customer service centres in Srinagar and Jammu,
using Kashmiri language. Apart from efficient service delivery, Trehan said
the innovative value added services like hello tunes, music on demand,
missed call alerts and information services have added to the customer
delight and satisfaction.“We rededicate ourselves to consistent deliverance,”
he insisted. The network boats of over 1,000 base tower stations (BTS) —
the highest in J&K. It includes one BTS that operates at Leh at a height of
11,645 feet above the sea level. It plans additional 200 cell sites this year.

• It was an interesting battle for the lucrative market offering best of average
revenue per unit (ARPU) in India — it is the third after Mumbai and Delhi.
After a series of setbacks, BSNL introduced mobile telephony in J&K in
August 2003 and for 14 months there were no competitors. But it took the
private company barely 36 months to emerge as the market leader. In
October 2004, when Airtel started operation, Cell One had 11,3446 users —
mostly post-paid. Within three months, Airtel devoured 33.49% of the
market. In January 2006, when third
competitor Dishnet Wireless started its
services, BSNL and Airtel were
holding a market share of 66.67% and
33.97% respectively. The situation
started changing June when
subscribers started Deserting BSNL.
While its competitors were growing at
its own pace, BSNL’s subscribers
started shrinking and the process
continues. From June, its subscriber
base has dwindled from 8, 05,761 to 7,
90, 369 in November.J&K, at the end
of November, had 17, 82, 536 mobile
users — over 78% pre-paid. Insiders in
the market said the aggressive
marketing and innovative scheming
Page 42
 offered Airtel the flexibility to take over the market while as traditional
lethargy in the BSNL was its main handicap.“It could have happened much
earlier, but the non-availability of the inter-operators facilities was the main
handicap,’’ said a trader.

Accepting that it stands pushed to second rank, BSNL thinks it temporary.

“It was more disconnections and less sales. But it is a temporary phase. The
problem was because of troops moving out and we had already stopped
sales for some technical reasons,”

• At present time Airtel in Jammu and Kashmir has surpassed its Competitors
by far with a customer base of 2 millions. It is present in 72 census towns
out of 75 in Jammu and Kashmir. It is present in 3720 villages of 20 districts
out of 22 except district Poonch and Kargil that’s due to some security
reasons, that to will be covered soon.

Page 43
 LIST OF COMPETITORS IN JAMMU & KASHMIR

• RELIANCE has a customer base of l75000.

• TATA INDICOM has a customer base of 75000.

• VODAFONE has a customer base of 2 lakh.

• BSNL has a customer base of 14 lakh.

• AIRCEL has a customer base of 8 lakh.

Customer base in percentage

customer base
3.76%1.61%
4.30%

reliance
43.01%
tata indicom
30.10%
vodafone
bsnl
aircel
airtel

17.20%

Page 44
 SWOT
ANALYSIS

Page 45
SWOT ANALYSIS

STRENGTHS WEAKNESSES

• Largest distribution network • Not very efficient FOS’s to deal with the
• Largest network rollout retailers.
• Product portfolio – segmented products of • Customer care not cooperative.
each segment • SIM delivery and activation problems.
• Customer care – 24*7,local Kashmir call
center
• Localized VAS offerings – Kashmiri &
Dogri portal

OPPORTUNITIES THREATS

• FWP Penetration – landline displacement • J&K Regulatory Implications

• PCO Penetration
• BSNL Customer churn – high ARPU
• New Coverage areas • Too many competitors with better offerings
for the customers.

Page 46
 CHAPTER 4:
OBJECTIVE OF THE STUDY

Page 47
 OBJECTIVE

The following are the objectives to conduct this research on the “AIRTEL’S
SUPER VALUE VOUCHERS AND EFFECTIVENESS OF THEIR MODE
OF COMMUNICATION” are:

1. To increase the awareness among retailers of Jammu cluster.

2. To find the most commonly used SVV’s in the market.

3. To know the effect of SVV’s on retailers sales.

4. To know the brand which is most preferred by the customers

5. To find the various parameters which prompts the customer to buy Airtel.

6. To find the effectiveness of various means of communication.

7. To give recommendations in order to improve the effectiveness of mode of

communication and thus to increase revenue.

HYPOTHESIS:

H0: Means of communication of SVVs are popular among retailers.

Page 48
H1:SVVs are in regular demand among customers

H2: Retailers don’t have proper knowledge about SVVs.

CHAPTER 5:
RESEARCH
METHODOLOGY
Page 49
RESEARCH METHODOLOGY

The present work bears at its every stage the signs of systematic procedures
followed to generate the desired results. The process of research started with
questionnaire formation, data collection and going step by step analyzing that data
to reach the stage where it could be used to suggest regarding Customer Insight
about super value vouchers in Jammu Telecom Circle.

As per webster’s 20th century dictionary,research is defined as a “ careful

patient,deligent enquiry or examination in some field of knowledge undertaken to
establish facts or principles”.

The methodology consists of the following steps:

1. Defining the problem
2. Formulation of hypothesis
3. Collecting the facts data
4. Analysis of the data
5. Conclusion and solution

Research Design:

Page 50
Research design is the plan, structure and strategy of investigation
conceived so as to obtain answers to research can be called fact
oriented; it may be defining hypothesis,
It may suggest new opportunities, such that we had carried
exploratory research that covers the survey of individuals with
interview.

Preparation of research design

Decision regarding what ,where,when,how much by what means connecting an
enquiry or a research study constitute a research study constitute a research design
.It constitutes the blue print for the collection measurement and analysis of the
data.

Research design encompasses the following:

-Data collection
-type of research design,
-research tools

Data collection:
After the research problem in marketing has been identified and selected , the next
steps is to gather the requisite data.At this stage ,there is much temptation among
the researchers to organize the field survey yo collect the data. While a field
survey may be necessary for data collection, it should be resorted to only when all
other sources of data collection have been exhausted. Data collection includes
primary and secondary data.

Primary Data:
Page 51
Primary data consists of the information that is collected from actual market about
real facts and figures related to current marketing environment. Marketing
research has a choice of two main research instruments in collecting the primary
data. Data that originate within the firm for which the research is being conducted
are internal data if they were collected for some other purposes,they are internal
secondary data.they may be formal data or informal data. Formal data are
available on a regularly scheduled basis, such as monthly ,quarterly or annually in
a form that allows comparison through time.
Informal data report basic marketing knowledge and are available
on a non-recurring basis.Internal secondary data are not systematically collected.
They are not readily available to be used in the original form for research purpose.

External Secondary Data

The second form of secondary data are external secondary which are generally
published and are available in different forms and different sources.Although
external secondary data may be obtained from different sources,some of them are
given below:

Libraries
Literature
Periodicals
Trade associations
Government departments

1. Population: Determine who can provide the required information. Entire

population of Jammu which includes retailer only.
2. Sampling unit: Determine the basis for drawing the sample.
Retailers in Jammu region who deals in airtel.

Page 52
 3. Samplying: Determine how the sample will be selected.
Random samplifiying for customers based on the specific procedures.
4. Sample size: Determine how many population members are to be included in
the sample.
Sample size is 500 app.
5. Sample plan: Develop a method for selecting the sample members.

Data collection approach

1. Secondary research
Internal data generated :-information given by company related to products, price
in Jammu.
2. Survey research:- systematic collection of information directaly from respondents.

Data collection technique:-

Questionnare

A formulised instruments for asking information directly from a respondant consumer

behavior ,demographic characteristic, level of knowledge attitudes, beliefs ,feelings.

Questionnare type – formal structure direct

Personal interview or face to face interview

Contact method :-

Page 53
After the sample plan has been determined it was decided as to how the response should be
collected. The response are collected by-
Personal interview – personal interview was collected on direct one to one basis.

Time available :-

Total time available: -- 2 months

1) Field survey – it took approx 4 weeks

2) Analysis – analysis took 3 weeks.

Coverage: -- Retailers in Jammu city.

SCOPE OF PROJECT

The project was carried out at Bharti Airtel Ltd. Jammu Telecom Circle. The
scope of the project was to understand the Customers Insight about super value
vouchers in the following telecom circle and to determine how effective mode of
communication is.

DATA COLLECTION

Page 54
 Data for the following research was collected through an activity which
included filling questionnaires from retailer’s itself. The questionnaires were
prepared by us and had to be filled from the retailers that deal with AIRTEL
SVV’s. The questionnaires were filled by us by telling retailers about our
objective. The questionnaire covers different aspects like best mode of
communication for retailers, retailers awareness, and most popular SVV’s.

DATA TABULATION METHODS

The data thus collected was tabulated on Microsoft Excel for further
processing. The tabulation patterns are shown as in next chapter.
.

Page 55
 CHAPTER 6
DATA ANALYSIS

Page 56
Q1. Which are the telecom brands you deal in ?

INTERPRETATION:

Majority of the retailers deal in multi-brands

And very few of them are having exclusive showrooms of their own brands.

Q2. Which telecom operator is always on the TOP OF MIND OF

CUSTOMERS.?

2% 1%0%

9%

airtel
bsnl
vodafone
tata indicom
88%
aircel

Page 57
INTERPRETATION:

The above data reveals that the AIRTEL is more in demand as compared to others.

Q3. How will you overall rate the brand on the scale of 5?

INTERPRETATION

MEAN 3.55
MEDIAN 3
MODE 3
STANDARD DEVIATION .98

The above data reveals that the majority of the retailers are satisfied

Page 58
with the brand they prefer .

Q4. Customer prefer this brand because of

2.02%
1.60%
16.80%

3.03% price
network availability
vas
6.88% tarriff rates
schemes and promotion
coverage

71.05%

INTERPRETATION

The above data reveals they the majority of the customers prefer their respective
brands because of the network availability

Page 59
Q5: How familiar are you with these SVV’s

INTERPRETATION:
Majority of the retailers are aware of the SVVs

Page 60
Q6: Which of these SVV’s commonly used

2.42% 7.48%

60
35

35.62% 29
18
54.85%

INTERPRETATION
SVVs of Rs. 29 is commonly used

Page 61
Q8: How do you overall rate the mode of communication on the scale of 5

INTERPRETATION:

MEAN 2.96
MEDIAN 3
MODE 3
STANDARD DEVIATION 1.05

Majority of the retailers rated the mode of communication as good

Q9: As per you, which is the best mode of communication about the svvs

Page 62
INTERPRETATION:
Most of the retailers considered sms as the best mode of communication

Q10: Do you recommend these SVVs to the customers

Page 63
 9.30% 5.06%

never
28.10%
57.48% not always
sometimes
always

INTERPRETATION:
Most of the retailers always recommend SVVs to the customers

Q11: Do SVVs help increase your sales

Page 64
 1.21%
7.08% 7.28%

highly increased
34.61%
increase

50% remain const.

decreased
highly decreased

INTERPRETATION

MEAN 2.50
MEDIAN 2
MODE 2
STANDARD DEVIATION .805
The above data reveals that the SVVs mostly help in increasing sales

Page 65
 CHAPTER 7:
FINDINGS

FINDINGS

Page 66
1. Out of 494 respondents, it was found that most of the respondents (retailers) i.e
75.75% deals in multiple brands.

2.As far as the customer preference is concerned majority ie 88% prefer

AIRTEL.BSNL came second with 9%,VODAFONE stands third with 2%.Nearly
1%customers prefer TATA INDICOM.

3. Majority of the respondents i.e 42.30%rated their preferred brand as

good.23.88% rated it as very good, 20.64%rated it as excellent, 8.70% rated it as
fair & 1.61% rated it as poor.

4. Majority of the customers i.e 71.05% prefer this brand because of its network
availability .However 16.80% prefer it because of schemes and promotion, 6.88%
because of value added services, 3.03% because of tariff rates,2.02% because of
coverage and 1.60% because of price.

5. Most of the respondents i.e 78.34% used super value vouchers on regular basis.
However 15.5% use it only sometimes, 3.44% are aware of it but never used it and

and 2.42% have never heard of it.

6.Most of the respondents i.e 54.85% used super value vouchers of Rs29.However
35.62% used SVV’s of Rs35,7.48% used SVV’s of Rs60 and 2.42% used of Rs 18.

7. Majority of the respondents i.e 62.9% get information about SVV’s via SMS.
However 15.99% get information via FOS, 9.92% get information via A-4 sheets,
5.26% get information via posters and 4.05%get information via others.

8) Majority of the respondents i.e 45.14% overall rated the mode of

communication as good. 22.67% rated it as excellent, 11.13% rated it as fair,
10.32% rated it as poor & 8.7% rated it as very good.

9) Most of the respondents i.e 41.5% consider SMS as the best mode of
communication. However 30.57% consider FOS as the best mode of
communication while 15.59% consider A-4 sheets, 10.73% consider posters and
2.03% 41.5% consider others as the best mode of communication.

Page 67
10) Majority of the respondents i.e 54.78% always recommend SVV’s to the
customers .However 28.10% recommend sometimes, 9.30% never recommend &
5.06 % not always recommend SVV’s to the customers.

11) Among 494 respondents 50% respondents said that SVV’s helped to increase
their sales. However 34.61% said that it remained constant, 7.28% said that the
sales was highly increased, 7.08% said that the sales were decreased &1.21% said
that it was highly decreased.

Page 68
CHAPTER 8:
LIMITATIONS

Page 69
LIMITATIONS

For the preparation of any project report and conducting a survey there have
always been certain limitations and hindrances, which creates lots of problems and
at the same time make the project more challenging. I have also faced certain
problems and hindrances during this training and the preparing the project report.
Some of the limitations while doing the project report are as follows:

1. The project has been done only in Jammu region, therefore the result show
the market position only in Jammu.

2. Respondents may not have been true in answering various questions and
may biased in answering some questions.

3. Some respondents were however not willing to share their views.

Page 70
CHAPTER 9:
CONCLUSION

Page 71
 CONCLUSION
 Airtel has created a brand name in the field of Telecommunication with a
span of a few years.

 Jammuites being price sensitive demand value for money, hence quality of
network and price remain important parameter while buying a mobile
connection.

 Since Airtel is already a brand image in the field of telecommunication, so

due to greater awareness and better brand image, more and more customers
are willing to buy Airtel.

 The respondents differ in their perception about Airtel. In this sector, there is
a neck to neck competition between Airtel, BSNL and Aircel, but still
respondents rated Airtel as best on all parameters.

 The services of the FOS in some areas are not satisfactory and retailers
complain of inadequate recharge coupon and delay of Lapu Recharges.

Page 72
 The customers are not happy with the activation of SIMs and insufficiency
in the services provided by the retailers.

 Many of the retailers are not provided with Flex boards and banners and so
meager customers knowing about the services provided by the retailers
leading to decrease in their sales.

Page 73
 CHAPTER 10:
SUGGESTIONS AND
RECOMMENDATIONS

Page 74
 SUGGESTIONS AND RECOMMENDATIONS

 Services of the FOS should be reviewed and proper training should be given
to them.

 SIMs should be activated on time as much delay in it results in customer

dissatisfaction.

 Banners should be sufficiently provided:

 Validity duration can be increased to attract customers:

 Processing fee should be less: No more than 56% of the customers think
processing fee to be nominal so the processing fee should be decreased.

 Commission of the retailers should be increased as competitors are

providing more commission as compared to retailers.

 Airtel should conduct regular meetings with the retailers

Page 75
 Retailers should be provided prior and proper information about the starting
and stop of the schemes.

 Network should be improved in areas like Sainik colony , Bhagwati Nagar,

Vijaypur, Jammu university, Salehar, Khojipur , Dablaids and adjoining
areas (Seer Bla,Magowali) etc.

Page 76
 CHAPTER 11
NEW TOWN LAUNCH

Page 77
 NEW TOWN LAUNCH IN R.S.PURA AND JOURIAN

As a part of our main project our team was also provided with a sub project
dealing with NEW TOWN LAUNCH IN R.S.PURA AND JOURIAN.

Under this title we had to attain new retailers as well as new customers.
Another aim of the project was to decorate the two towns with Airtel
banners, hoardings & posters. The project duration was 10 days. We started
the project with visiting the existing retailers and knowing about the pattern
of sales in the towns.

We also asked them about the problems they had been facing because of
absence of Airtel sites in their respective towns.

Areas visited in R.S. Pura were:-

• Shiv Nagar

• Purana Pind

• Area near Diwan Mandir

• Areas near Munsif Court

• Bohri village

• Area near Police Station

• B.S.F Camp

• Dablaid

Page 78
 • Seer Bla

• Magowali

• Chwala Pind

• Manchak

• Khour

• Tallan

• Sonchak

• Indri

• Sanjwal

• Pallianwala

• Broke

• Chak Bhawana

Retailers that were suggested by us to the AIRTEL are as follows:

1. Captain Wakil Singh

STD PCO
Ward No. 13
R.S.Pura

2. VP Digital Studio
Shiv Nagar
R.S. Pura

3. Deya Ram Choudhary

Purana Pind,

Page 79
 Main Chowk,
R.S. Pura

4. Rakesh Kumar
Prince Enterprises
R.S. Pura

5. Pawan Communications
Diwan Mandir
R.S. Pura

6. Mahinder Communications
Bohri Village
Opposite Atta Chakki

7. Vishal Downloading and Repairing Center

R.S. Pura
Ward No.-5
Near Police Statio
Diwan Mandir

8. Rajinder Kumar Sudan

Near Police Station

9. Virender Dogra

Dogra Photostat

Opp. Munsif court

Problems faced by the retailers and customers:-

Retailers and Customers in mentioned areas had been facing too many
problems in absence of a proper Airtel site in the town. These are:-

Page 80
 1. Inefficient FOS’s, having quite shallow knowledge of schemes
and offers of the Airtel.

2. Problems in getting their LAPU’s recharged from the company

agents.

3. No updated banners or posters with the retailers.

4. Customer care very poor.

5. Lot of problems in SIM delivery and activation.

Project achievements:-

The team, with the support of Airtel’s sales force, was able to gain in
1000 new customers in the R.S. Pura town, in operation period of just 5 days.
Also the people of the town were made aware of the new offers and scheme
of Airtel by means of personal interactions. Retailers also were giving
positive response after knowing that Airtel was now in their town in actual
sense.

Another achievement with the project was that the retailers are now
having proper Airtel hoardings and posters which are helping them to attract
more customers.

Suggestions

1. More posters and A-4 sheets should be provided to the

retailers.

2. Activation process should be speeded up.

Page 81
3. Proper information should be provided to the retailers
regarding new schemes and promotion.

4. There should be atleast one retailer in each and every

village, so that better services can be provided to the
customers.

5. Proper training should be provided to the FOS .

Page 82
 CHAPTER 12
BIBLIOGRAPHY

Page 83
Search Engines
• http://www.google.com
• http://www.altavista.com

Websites Referred
1. http://www.airtelworld.com
2. http://www.bhartiairtel.in
3. http://www.airtel.in
4. http://www.bsnl.in
5. http://www.aircel.com
6. http://www.coai.com/
7. http://www.economictimes.com
8. http://www.trai.org

Page 84
CHAPTER 13:
ANNEXURE

Page 85
 QUESTIONNAIRE

Name:

Location:

Lapu no. :

Contact no. :

Outlet type: Exclusive for airtel / multibrand /Airtel service center

1. Which are the telecom brands you deal in

a) Airtel b) Bsnl c) Vodafone d) Tata Indicom

e) Aircel f) Reliance

2. Which telecom operator is always on the TOP OF MIND OF CUSTOMERS

a) Airtel b) Bsnl c) Vodafone d) Tata Indicom

e) Aircel f) Reliance

3. How will you overall rate the brand on the scale of 5

Page 86
a) Poor b) Fair c) Good
d) Very Good e) Excellent

4. customer prefer this brand because of

a) price b) network availability c) value added service
d) tarrif rates e) schemes & promotion

The above data reveals they the majority of the customers prefer their respective brands because of
the network availability

a) Never heard of it b) I am aware but have never used it c) Use it

onlsometimes d) Use it on a regular basis

6. Which of these SVVs commonly used?

a) 60 b) 35 c) 29 d )18

7. How did you get informationr about these SVVs

a) SMS b) A-4 sheets c) Posters

d) FOS e) Others

8. How do you overall rate the mode of communication on the scale 0f 5

a) Poor b) Fair c) Good

d) Very Good e) Excellent

9. As per you, which is the best mode of communication about the SVV’s?

a) SMS b) A-4 sheets c) Posters

d) FOS e) Others

10. Do you recommend these SVV’s to the customers?

a) never b) not always c)sometimes d) always

Page 87
11.Do SVV’s help increase your sales?

a) highly increased b) increased c) remain constant

d)decreased e) highly decreased

12. How would you rate the sales of following SVV’s, on the scale of 1 to 5( 1 being poor and 5 being
excellent)

a)60 b) 35 c)29 d)18

13. Any suggestions you would regarding the SVV’s

Page 88
AREAS
SURVEYED

S.NO. Place visited personally

1
Gandhi Nagar
2 Trikuta Nagar
3 Nanak Nagar
4 Shastri Nagar
5 Jammu University Quaters

6 Jammu University campus

7 Satwari
8 Airport Road
9 Sainik Colony
10 Channi Himmat

Page 89
11 Greater Kailash
12 Rajpura
13 Potali Mangotrian
14 Rehari
15 New plot
16 Sarwal
17 Janipur Colony
18 Shalamar
19 Subhash Nagar
20 Talab Tillo
21 Upper Lakshmi Nagar
22 Residency Road
23 Parade
24 Kachi Chawni
25 Raghunath Bazar
26 Bakshi Nagar
27 Roop Nagar
28 Vikaram Chowk
29 Bahu Plaza
30 Shiv Nagar
31 Bishnah
32 Samba
33 Akhnoor (village makara)
34 Bari Brahmana
35 Digiana

Page 90
36 Doda (thatri,ghat)
37 Kathua
(barnoti,janglot,uttari,barwal,policeline)
38 Kunjwani
39 Nagrota
40 Rampura
41 Reasi
42 Samba
43 R.S.Pura
44 Sangrampur
45 Vijaypur
46 Udhampur
47 Muthi
48 New Company Bagh
49 Canal Road
50 Bohri
51 Mishriwala
52 Uday Wala
53 Digiana
54 Kunjwani
55 Chawadi
56 Kaluchak
57 Katra
58 Bantalab
59 Sidhara

Page 91
60 Ratnuchak
61 Wazarat road

Page 92
Page 93
Page 94
Page 95
Page 96
Page 97
Page 98
Page 99