Professional Documents
Culture Documents
ON
“ANALYSIS OF SALES PROCESS AND OPERATIONS
BANK”
Page no 1
ACKNOWLEDGEMENT
But when I consider for acknowledgement the motivation and help offered to me in the
I would like to place my deep sense of heartfelt gratitude and sincere thanks
to Mr. Harsh Kumar, Dy.Vice President Human Resource Mumbai for providing me
Manager, Wanourie, Fatima Nagar branch for his valuable guidance, support, and
Also thanks to Mr. Rahul Mone Cluster Head and all the members of the branch
including Mr. Manish Pathak Personal Banker Sales for giving me freehand in
Page no 2
I also acknowledge my sincere thanks to Prof. Atul Sinha, Director of United
I also would like to thanks Mr. Amit Kumar my project mentor for his
I would like to take this opportunity to thanks all the corporate for there
Servar Alam
Page no 3
INDEX
S.NO PARTICULARS
1. Introduction
2. Executive Summery
4. Company Profile
5. Product Profile
8. Research Methodology
15. Conclusion
17. References
18. Annexure
Page no 4
INTRODUCTION
Page no 5
INTRODUCTION OF THE PROJECT
HDFC Bank is one of the few private banks in India with profit
maximization as its sole priority competing against government controlled banks with
possibly multiple priorities in one of the premier growth markets. As Indian economy is
achieving new heights the people in India are getting more and more aware of financial
planning and are making more and more investments in various sectors viz. Insurance,
Mutual Funds, Equity Market etc. As India is a diversified country, people of different
cultures, background and class stay in India. Thus, they differ from each other in their buying
behavior and investment patterns. Therefore, the research was carried out to study the
different investment patterns of these people on the basis of three factors viz. risk, rate of
The main idea of this project is to carry out a research for the account holders of HDFC bank
Ltd. The bank attained market leadership in savings accounts and second largest seller of
regular savings account in record time in private sector, which was dominated by ICICI bank
and other players when HDFC bank entered into the market. The situation is similar now.
Will the company be able to repeat the same performance for all the category of this project?
Page no 6
Within a short period of time of 14 years, HDFC Bank has been able to become No 1 bank of
India on the parameter of profit. Not only that, it has developed its products with better
services, new and best management information system and the project aims to find out the
The first phase comprises gathering information related to 7 P’s product, price, place,
And in the last phase all the findings and analysis along with conclusion and
Page no 7
EXECUTIVE SUMMARY
Page no 8
EXECUTIVE SUMMARY
1. Retail banking
2. Wholesale banking
3. Treasury services
network and other delivery channels. The wholesale banking segment provides loans and
transaction services to the corporate and institutional customers. The treasury services
segment undertakes trading operations and the account, foreign exchange operations and
derivatives trading. The Bank offers derivative product to its customers, who use them to
hedge their market risk, within the framework of regulations as may apply from time to time.
The Bank also deals in derivatives on its own account and also for the purpose of its own
The operations of HDFC Securities Ltd. have been classified under the retail banking
segment.
Page no 9
The project title “Analysis of sales process and operations of retail branch
banking system in HDFC Bank” is basically a Branch sales based project .The main
motive behind choosing this project are to do a Product mapping of Regular and Classic
customers and increase product holding ratio, competitor analysis, focus on cross
selling customer get feedback from them about the various functional aspects and customer
satisfaction analysis vis a vis competitors. And generate new leads for personal banker and
relationship managers.
I have recommended future option plan for increasing business of HDFC Bank Ltd. This can
Only no. accounts should not be the criteria for retail banking, banding of the
Weekly performance mapping and feedback to each and every Personal Banker.
Preferred customer should be given more relaxation from the branch side else the
Page no 10
In this entire process of assessing the market potential, more than 345 new leads were
Research Approach used for this project is survey method. The methodology used is
According to survey HDFC bank is the largest bank in terms of number of branch after the
merger of Centurion bank of Punjab in private sector and second largest bank in terms of
market share. ICICI Bank is the largest share holder in this segment.
Work process in both bank are very different. HDFC bank is having potential to
compete with ICICI bank but they need to improve their working style and process. They
have very big and complicated process of documentation and in this scenario each and every
company wants less documentation and less complication. Where as ICICI bank, CITI bank
are the bank which don’t take much time to do it. It is also a fact that HDFC bank are having
strong customer base and tie up with most of the big companies of India included TCS,
Shoopers stop, etc. And customer satisfaction level is also high as compare to other banks.
Due to these tie up the potential of the bank is increasing which results in the strong base of
This report was passed on to the respective sales team for further follow up with the
customers. The information collected through questionnaire will act as an input for the sales
Page no 11
OBJECTIVE
OF
THE PROJECT
Page no 12
SCOPE AND OBJECTIVE OF THE PROJECT
Every project has scope, which defines the areas of research and
the parameters that need to be studied. The scope also tells us the purpose of the project.
Poor firms ignore their competitors; average firms copy their competitors; winning
Philip Kotler
The above quote from the marketing guru aptly sums up the importance of the study of
competition in the present world. The various steps involved in it are mentioned below:
Proper understanding and analysis of “HDFC BANK” and their operational channels.
Page no 13
Analysis of the which is got from survey.
To collect the data from regular, existing & new customers for feed back and
generate more business from them
To study the customer satisfaction regarding direct marketing instruments like (SMS
Banking, Internet Banking, and Phone Banking etc.)
To know about the investment of the customer in bank i.e. in which sector they
mostly invest such as Retail banking (Saving account, Current account, Third Party Deposits
etc).
Finally the performances of the various companies are analyzed and SWOT analysis has
been done.
Page no 14
OBJECTIVE
To understand the Retail Branch Banking and sales process of
retail products and increasing organization as well as customers profitability by
Cross Selling different products.
Primary objective:-
To understand the retail branch banking and sales process of retail products.
different products
Secondary objective:-
To study the awareness level of banking services provided by the HDFC Bank
To understand the various stages that goes into the making of loyal customer.
Page no 16
COMPANY PROFILE
Page no 17
COMPANY PROFILE
HDFC Bank was incorporated in August 1994 in the name of 'HDFC Bank
Limited', with its registered office in Mumbai, India. The Bank commenced operations as a
Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from
the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's
PROMOTER
Page no 18
HDFC is India's premier housing finance company and enjoys an
impeccable track record in India as well as in international markets. Since its inception in
1977, the Corporation has maintained a consistent and healthy growth in its operations to
remain the market leader in mortgages. HDFC has developed significant expertise in retail
mortgage loans to different market segments and also has a large corporate client base for its
housing related credit facilities. With its experience in the financial markets, a strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally
Bank", benchmarking their selves against international standards and best practices in terms
of product offerings, technology, service levels, risk management and audit & compliance.
preferred provider of banking services for target retail and wholesale customer segments, and
to achieve a healthy growth in profitability, consistent with the Bank's risk appetite. Bank is
committed to do this while ensuring the highest levels of ethical standards, professional
Increase our market share in India’s expanding banking and financial services
industry by following a disciplined growth strategy focusing on quality and not on quantity
Page no 19
Leverage our technology platform and open scaleable systems to deliver more
Maintain our current high standards for asset quality through disciplined credit risk
management.
Develop innovative products and services that attract our targeted customers and
Continue to develop products and services that reduce our cost of funds.
Board of Directors
Companies Act, 1956, the Banking Regulation Act, 1949 and the listing requirements of the
Indian Stock Exchanges where the securities issued by the Bank are listed. The Board has
strength of 9 Directors as on March 31, 2008. All Directors other than Mr. Aditya Puri are
non-executive directors.
The Bank has four independent directors and five non-independent directors. The
Board consists of eminent persons with considerable professional expertise and experience in
banking, finance, agriculture, small scale industries and other related fields.
None of the Directors on the Board is a member of more than 10 Committees and
Chairman of more than 5 Committees across all the companies in which he/she is a Director.
All the Directors have made necessary disclosures regarding Committee positions occupied
Page no 20
Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry, Mrs. Renu Karnad and Mr.
Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C. M. Vasudev
Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C. M. Vasudev
Mr. Vineet Jain is nominated by the Bennett, Coleman Group on the Board of the
Bank
Capital Structure
The paid-up capital is Rs.311.9 crore (Rs.3.1 billion). The HDFC Group holds 22.1% of the
bank's equity and about 19.4% of the equity is held by the ADS Depository (in respect of the
bank's American Depository Shares (ADS) Issue). Roughly 31.3% of the equity is held by
Foreign Institutional Investors (FIIs) and the bank has about 190,000 shareholders. The
shares are listed on the Stock Exchange, Mumbai and the National Stock Exchange. The
bank's American Depository Shares are listed on the New York Stock Exchange (NYSE)
Distribution Network
enviable network of over 1229 branches spread over 444 cities across India. All branches are
linked on an online real-time basis. Customers in over 120 locations are also serviced
through Telephone Banking. The Bank's expansion plans take into account the need to have a
Page no 21
presence in all major industrial and commercial centers where its corporate customers are
located as well as the need to build a strong retail customer base for both deposits and loan
products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has
branches in the centers where the NSE/BSE has a strong and active member base.
The Bank also has a network of about over 2526 networked ATMs across
these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and
Credit/Charge cardholders.
Technology
information technology and communication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its customers.
Multi-branch access is also provided to retail customers through the branch network and
The Bank has made substantial efforts and investments in acquiring the
best technology available internationally, to build the infrastructure for a world class bank. In
terms of software, the Corporate Banking business is supported by Flexcube, while the
Retail Banking business by Finware, both from i-flex Solutions Ltd. The systems are open,
The Bank has prioritized its engagement in technology and the internet as one of its key
Page no 22
Web-enabling it’s core businesses. In each of its businesses, the Bank has succeeded in
leveraging its market position, expertise and technology to create a competitive advantage
Times Bank Limited (another new private sector bank promoted by Bennett, Coleman &
Co. /Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As per
the scheme of amalgamation approved by the shareholders of both banks and the Reserve
Bank of India, shareholders of Times Bank received 1 share of HDFC Bank for every 5.75
shares of Times Bank. The acquisition added significant value to HDFC Bank in terms of
increased branch network, expanded geographic reach, enhanced customer base, skilled
manpower and the opportunity to cross-sell and leverage alternative delivery channels
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of
1:29
The Boards of HDFC Bank and Centurion Bank of Punjab met today and
approved, subject to due diligence, the share swap ratio for the proposed merger of Centurion
Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share
exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of
Punjab.
The combined entity would have a nationwide network of 1,148 branches (the largest
amongst private sector Banks) a strong deposit base of around Rs. 1,200 billion and net
Page no 23
advances of around Rs. 850 billion. The balance sheet size of the combined entity would be
Over Rs. 1,500 billion The share exchange ratio approved by the respective Boards was
based on the recommendations made by M/s Dalal & Shah, Chartered Accountants, and
Ernst & Young Private Ltd. who acted as independent joint valuers to the transaction.
The bank's competitive strength clearly lies in the use of technology and the
ability to deliver world-class service with rapid response time. Over the last 13 years, the
bank has successfully gained market share in its target customer franchises while maintaining
Credit Ratings
Credit Rating
The Bank has its deposit programs rated by two rating agencies - Credit Analysis &
Research Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed
Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which
represents instruments considered to be "of the best quality, carrying negligible investment
risk". CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+" which
represents "superior capacity for repayment of short term promissory obligations”. Fitch
Ratings India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the "tAAA (Ind)" rating
to the Bank's deposit programme, with the outlook on the rating as "stable".
This rating indicates "highest credit quality" where "protection factors are very high".
The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE and
Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds
Page no 24
rated by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the
subordinated Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA
(ind)" with the outlook on the rating as "stable". CARE has also assigned "CARE AAA
[Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues. CRISIL has
assigned the rating "AAA / Stable" for the Bank's Perpetual Debt programmer and Upper
Tier II Bond issue. In each of the cases referred to above, the ratings awarded were the
The bank was one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating
creation and corporate governance practices" in future. The bank has been assigned a
'CRISIL GVC Level 1' rating which indicates that the bank's capability with respect to
Page no 25
wealth creation for all its stakeholders while adopting sound corporate governance practices
is the highest.
Business
HDFC Bank offers a wide range of commercial and transactional banking services
and treasury products to wholesale and retail customers. The bank has three key business
segments:
companies in the Indian corporate to small & mid - sized corporate and agri - based
businesses. For these customers, the Bank provides a wide range of commercial and
transactional services, cash management, etc. The bank is also a leading provider of
structured solutions, which combine cash management services with vendor and distributor
finance for facilitating superior supply chain management for its corporate customers. Based
on its superior product delivery /service levels and strong customer orientation, the Bank has
made significant inroads into the banking consortia of a number of leading Indian corporate
including multinationals, companies from the domestic business houses and prime public
Page no 26
The objective of the Retail Bank is to provide its target market
customers a full range of financial products and banking services, giving the customer a one-
stop window for all his/her banking requirements. The products are backed by world–class
service and delivered to the customers through the growing branch network, as well as
through alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile
Banking, Demat, Bill Receivable, Debit Card Registration, Credit Cards, Auto Loan,
Personal Loans, HSL Accounts, Loan against Securities, Term Deposits, Savings Accounts,
Current Accounts, Mutual funds, Insurance, RBI bonds, Forex, insta-alert, Gold Bars, ATM
Usage. The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank
Designed keeping in mind needs of customers who seek distinct financial solutions,
The Bank also has a wide array of retail loan products including Auto Loans, Loans against
marketable securities, Personal Loans and Loans for Two - wheelers. It is also a leading
provider of Depository Participant (DP) services for retail customers, providing customers
HDFC Bank was the first bank in India to launch an International Debit Card in association
Maestro debit card as well. The Bank launched its credit card business in late 2001. By
September 30, 2006, the bank had a total card base (debit and credit cards) of 5.2 million
Page no 27
cards. The Bank is also one of the leading players in the "merchant acquiring" business with
over 50,000 Point–of– sale (POS) terminals for debit / credit cards acceptance at merchant
establishments.
Treasury
Within this business, the bank has three main product areas - Foreign
Exchange and Derivatives, Local Currency Money Market & Debt Securities, and
Equities. With the liberalization of the financial markets in India, corporate need more
sophisticated risk management information, advice and product structures. These and fine
pricing on various treasury products are provided through the bank's Treasury team. To
comply with statutory reserve requirements, the bank is required to hold 25% of its
deposits in government securities. The Treasury business is responsible for managing the
HDFC Bank was the first bank in India to launch an International Debit
Card in association with VISA (VISA Electron) and issues the MasterCard
Page no 28
PRODUCT PROFILE
Page no 29
PRODUCT PROFILE
Savings Accounts
Regular Savings Account
Savings Plus Account
Savings Max Account
Senior citizen Account
No Frills Account
Institutional Savings Account
Salary Accounts
Payroll
Classic
Regular
Premium
Defense
Reimbursement Current Account
Page no 30
Kisan No Frills Savings
Kisan Club Savings
Current Accounts
Plus Current Account
Trade Current Account
Premium Current Account
Regular Current Account
RFC - Domestic Account
Flexi Current Account
Apex Current Account
Max Current Account
Loans
Personal Loans
Home Loans
Two Wheeler Loans
New Car Loans
Used Car Loans
Express Loans Plus
Gold Loan
Educational Loan
Loan Against Securities
Loan Against Property
Loans Against Rental Receivables
Health Care Finance
Tractor Loans
Commercial Vehicle Finance
Working Capital Finance
Construction Equipment Finance
Warehouse Receipt Loans
Page no 31
Investments & Insurance
Mutual Funds
Insurance
General & Health Insurance
Bonds
Knowledge Centre
Equities & Derivatives
Mudra Gold Bar
Forex Services
Page no 32
Forex Limits
Cards
Page no 33
Credit Cards
Silver Credit Card
Value Plus Credit Card
Health Plus Credit Card
Gold Credit Card
Titanium Credit Card
Woman's Gold Credit Card
Platinum Plus Credit Card
Visa Signature Credit Card
World MasterCard Credit Card
Corporate Credit Card
Business Credit Card
Debit Cards
Easy Shop International Debit Card
Easy Shop Gold Debit Card
Ea y Shop International Business Debit Card
Easy Shop Woman's Advantage Debit Card
Easy Shop NRO Debit Card
Kisan Card
Prepaid Cards
Fore Plus Card
Gift Plus Card
Food Plus Card
Money Plus Card
Page no 34
Payment Services
Net Safe
Merchant Services
Prepaid Refill
Bill Pay
Visa Bill Pay
Instant Pay
Direct Pay
Visa Money Transfer
e-Monies Electronic Funds Transfer
Excise & Service Tax Payment
Online Payment of Direct Tax
Religious Offerings
Donate to Charity
Page no 35
Net Banking
One View
Insta Alerts
Mobile Banking
ATM
Phone Banking
Email Statements
Branch Network
Page no 36
p.a(Rs.)
Page no 37
DOCUMENTATION FOR RESIDENT INDIVIDUALS
1. Passport{not expired}
3. PAN Card
Page no 38
5. Photo ID card issued by any of the following Organizations/Institutions.
dependents
the applicant).
the applicant.
10. Photo Credit Card (not expired) of Primary holder (signature to match with AOD) subject
Sector/Foreign Banks.
11. Banker’s Verification as per bank’s existing format subject to being accompanied by a
-Currently issued only by AP State Government IRIS scan-indicate that retina of the
eye is scanned which establishes the identity of the name mentioned in the Card.
List of Competitors
areas. Hence, the competitors of HDFC Bank consists of both public as well as private sector
1. ICICI Bank
2. CITI Bank
3. HSBC Bank
4. AXIS Bank
5. SBI
Page no 40
1. London-based Euro money magazine gave HDFC Bank the award for "Best Bank -
India" in 1999, "Best Domestic Bank" in India in 2000, and "Best Bank in India" in 2001 and
2002
2. Asia Money magazine named HDFC Bank the "Best Commercial Bank in India
2002".
3. For the use of information technology HDFC Bank has been recognized as a
"Computerworld Honors Laureate" and awarded the 21st Century Achievement Award in
2002 for Finance, Insurance & Real Estate category by Computerworld, Inc., USA.
4. HDFC Bank technology initiative has been included as a case study in their online
The Economic Times Awards for Corporate Excellence as the Emerging Company of
5. Leading Indian business magazine Business India named HDFC Bank “India's Best
Bank" in 2000.
6. In the year 2000, leading financial magazine Forbes Global named HDFC Bank in its
list of "The 300 Best Small Companies" in the world and as one of the "20 for 2001" best
7. Business Today ranked HDFC Bank as the best private sector bank continuously for
8. Forbes Magazine named HDFC Bank as One of Asia Pacific's Best 50 companies, in
Page no 41
9. HDFC Bank got the Best Retail Bank Award at The Asian Banker Excellence in
10. HDFC Bank got Asia money Awards of Best Local Cash Management Bank in
Aundh
Bhandarkar Road
Boat Club
East Street
FC Road
Kalyani Nagar
Khadki
Kondawa Khurd
Page no 42
Kothrud
Laxmi Road
Magarpatta
Nanapeth – Pune
Pashan
Pimpri
Sahakar Nagar
Shankersheth Road
Wanowrie
Viman nagar
Page no 43
MD
GROUP
HEAD
NSM
RSM RSM
ASH MD ASH
TL TL
RBM
CSE CSE
ZONAL
HEAD
CLUSTER
HEAD
Company Hierarchy
BM
Page no 44
PB
Page no 45
MODUS OPERANDI
OF
RETAIL BRANCH
BANKING
Page no 46
The sales process is the backbones, which support the
era.
In HDFC bank sales are done through direct marketing channels and branch itself. The
products are backed by excellent service and delivered to the customers through the growing
branch network, as well as through alternative delivery channels like ATM's, Phone Banking,
The main idea of doing this project was to know the different channel of sales and have
4. Exchange Information.
5. Propose a Solution.
7. Deliver
8. Follow up
BRANCH BANKING
Page no 47
1. Customer’s queries
2. Account opening
3. Investment
4. Insurance
5. Loans
6. De mat account
Branch sales
Page no 48
Understand the basics of the actual sales process, and customizing them for your
business, are critical in building customer relationship. Whatever you are setting, and
whether you sell product or service, the following steps are there one should use.
Mapping and profiling is the way to aware about the area for
marketing of products. The area like Wanowarie has huge market potential where an
executive has a great opportunity for sales. This process is helpful to know the area like
society where a team can go and interact with people for sales promotion activity likes
canopy, brochure distribution and so on.
The actual sales conversations with people in your target market begin when
you start letting them get to know you, and vice versa. For my experience, firstly I made
aware my friends and others about my job and then start to find prospect for the business.
4. Exchange information
Page no 49
and determining how it might fill those stated needs. Don't be afraid to acknowledge gaps in
your knowledge or understanding; such sincerity comes through in a positive way.
5. Propose a solution
Once you have ascertained that there is a good fit between you and the
prospect, you can propose how your product or service would specifically solve a problem or
handle a need. By understanding the features and benefits of competing products or services,
you can also prove at this point how what you offer is better.
Rather than focusing on "closing the sale," a term that indicates the end of the
process, confirming the sale means you are reviewing the customer's willingness and ability
to make a commitment. It is a natural extension of a sales relationship built on a foundation
of trust, respect and rapport.
7. Deliver
Although actually delivering your product or service is not technically part of the
sales process, it is a very critical step. If you don't deliver, you don't have a sale .In addition,
during this step you have an excellent opportunity to continue to build trust and cement your
relationship with your client.
Page no 50
• ATM'S
• NET BANKING
• PHONE BANKING
• MOBILE BANKING
BRANCH BANKING
Branch banking helps to retain the bank’s position as the premier Indian
financial services group, with world-class standards and significant global business
leading role in the expanding and diversifying financial services sector while continuing
It starts when a customer inters into the bank premises, customer may
be an existing account holder or new customer. Branch sales process is taken care by PB
Existing customer
Page no 51
An existing customer act an important role for the productivity of organization if
customer is satisfied he will act as a tool for the promotion of sales Because the customer
may generate leads and make people aware (Word of mouth) about the product and services
A banker go for cross sell of product with existing customer like if a customer
having a account with the bank ,banker make him aware about other product and some value
added free services which give dual benefit firstly increase sales and secondly customer
satisfaction.
New customer
Customer who is new to the bank is very important for the branch. They must be
handled with great care and responsibility. New customers are not known to the branch so to
give him best service, proper guide and right product according to their need is the best way
to retain customer.
For the convenient of the customer there are some specialized desks in the branch
Welcome Desk
Personal Banker
Relationship Manager
Teller
Page no 52
Teller Authorizer
Welcome desk
The customers coming in the branch are firstly get service through welcome
desk. Here the entire query are solved or extended to a particular counter for further
assistance, some of the problem and queries are solved by welcome desk.
VERIFICATIONS
Signature Verification / Attestation
Photo Verification
REQUEST / SUBMISSION OF DOCUMENT / INSTRUCTIONS
Cheque Book Requisition
Statement Requisition
Clearing Exception – Documents Delivered
Submission of Letter of Authority
Submission of Nomination Forms
Balance Certificate
Interest Certificate
Sweep-in Instructions / Super Saver
FIRC Request
Submission of 15AA
Page no 53
Submission of Mobile Facility, Bill Pay, Phone banking Forms
filled
15 H Submission
Add-on Form
DELIVERABLES
ATM Card Delivery
Cheque Book Delivery
Welcome Kit Handover
Hold Statements Delivered
Duplicate Statements Delivered
Welcome Kit Inquiry
ATM / Debit Card Status
Debit Card Request
INQUIRIES / QUERIES
TDS Queries
Balance Inquiry
Details of Cheque Deposits
Details of Cheques Debited
Details of Charges
Details of Interbranch Transactions
LAS Limits
LAS Balances
Cheque not credited to the account
Why cheque was returned
Signature difference - cheque returned
Cheque deposited in ATM not credited
Cash deposited in ATM not credited
How service charges have been levied on AQB
Details of charges
Query on account closed
Account Transfer Query
Interest Certificate Query
Demat Charges Query
Debit Card Charges Query
Status of cheques sent on collection
Status of Foreign Funds remitted
ATM card not received
PIN not received
Cheque Book not received
Page no 54
Account Number forgotten
Customer ID inquiry
Status on Loan
Why Cheque was returned despite balance
Details of credits not reflecting in account
Inquiry about 'Sorry Cards'
Inquiry about CARD returned in Offsite
Information on DBC
Request to honour cheque against cash deposited
ATM withdrawal - correct cash not received
Credit Card details / payments
TDS certificate not received
Details of account opened recently
Details of cheque returned
Account closed cheque not received
Request to honour cheque
Phone banking problems
FIXED DEPOSIT
Fixed Deposit maturity instructions
Fixed Deposit interest not received
Fixed Deposit advice not received
Details on Fixed Deposits
Rate
Maturity
Tenor
Names
Nomination
Maturity Proceeds
FD instructions to be charged
FD Maturity proceeds not received
Query of FD in different branches
FD Booking
FD Breaking
LOST
Stop Payment Instruction
Debit Card Lost - Hot listing
Page no 55
DEMAT
Demat details
Demat Instructions
Depository on Net
DP opening query
Demat Closure
OTHER
Relief Bonds - query; change of address / instruction
Mutual Fund
Locker operation
Page no 56
Queries
All the Queries of the customers are solved in welcome desk of branch. This is an important
desk where every customer approach regarding their problems and need.
In my practical experience, I learnt the customer behavior how the customer reacts when they
having problem .Customer comes with several queries and problems like…. New pin request,
stop payment, fund transfer, ATM card, address change, balance enquiry, bank statement,
PERSONAL BANKER
Personal banker plays very vital role to increase customer base for the branch
and providing them world-class service. Personal banker involves in the activities given
below
Account opening.
Fixed deposits.
Developing the relationship.
Service after market commitment.
Maintaining the PB sales portfolio.
To maintain KPI (Key Productivity Index)
Selling Third Party Products (mutual funds, insurance)
Page no 57
Generating new leads and passing the lead to the COEX.
Achieving over all branch target.
Customer service.
Account opening:-
Saving account, salary account, current account, NRI account, Kids advantage accounts,
FD’s etc are opened in the branch.
I was involved in account opening like salary account, saving account, FD’s of walk-in
customers.
Mutual fund: People are interested in mutual fund because of small investment diversified
portfolio, systematic investment plan, professionally management of shares and high
liquidity.
The mutual fund are having open ended or close ended scheme, net assets value and expense
redemption sponsors, trustees, registrar are behind the mutual fund who help the investor to
invest in mutual fund ..
Form feeling and investment pattern are also study by accompanied with the banker.
Page no 58
Demat account is necessary for trading purpose .It is just a way to keep your shares.
PBA’s contains very responsible job profile in retail branch banking system.
Locker operations
Forms Checking
Maintaining Depletion
TELLER
Teller helps the customer in cash/cheque deposit, withdrawal, debit/ credit enquiry,
FRANKLIN
Page no 59
SIX FORCES AREAS IN BRANCH BANKING
& Service objectives are met, the rest of this document seeks to detail the specific actions
1. Sales Model
2. Cross Sell
3. Attrition Management
4. Channel Management
5. Cost Management
6. Customer Profitability
1. Sales Model
The Bank’s acquisition targets are met through two channels – the Direct
Sales Channel (HBL) and the Branch Channel. Traditionally, the Bank’s Branch Channel has
been a Liability channel. Flowing from this, Branch sales model focuses on the acquisition of
new Liability customers and accounts. Products included under this are:
Current accounts
Page no 60
Savings accounts
A) Sales at branches are primarily done by PBs with the active support of
COEXs.
The PB makes a direct sale to a person who walks into our branches with the
The LSE through lobby management and database calling generates CASA leads.
The COEX then closes the sale by visiting the potential customer and completing
the documentation.
Page no 61
How do we measure Sales?
2. Daily run rate that measures acquisition of CASA/ branch/ day and FD/
branch/ day.
2) Cross sell
Having acquired Liability customers, branches Cross Sell all products and
services to these customers with the objective of deepening relationships. Branches carry
2. De mat accounts
3. Direct Banking Channels – Phone Banking, Net Banking, Mobile Banking and ATM.
4. Credit Cards
5. Bill Pay
6. Debit Cards
Page no 62
How do we Cross Sell at branches?
Cross-selling at branches is primarily done by PBs with the active support of COEXs.
PBs cross-sell to all branch walk in customers by converting every service opening
The services of outsourced staff are also used to assist with cross sell efforts:
2. De mat accounts
and ATM
4. Credit Cards
5. Bill Pay
6. Debit Cards
Page no 63
How do we measure Cross Sell efforts?
%age of customers using at least 1 non ATM channel (Phone, Net, Mobile)
For the Savings, Current, Corporate Salary and Vanilla FD database called, MIS
detailing Penetration into identified Measures of Success will be released at the end of the
3. Attrition Management
Branches primarily focus on Attrition Management by identifying and pro actively managing
the most profitable set of customers. This leads to enhancement and retention of these
profitable relationships.
Page no 64
How do branches manage Attrition?
Identifying our most profitable CASA customers for the purpose of database calling:
A. Top Current (38% of the customer base contributes 92% of CA
values)
B. Top Savings (3% of our customer base contributes 35% of SA value)
Customers identified through these databases are distributed as
portfolios to PBs and RMs.
Based on the inherent wealth these customers represent
(estimated on the basis of CASA balances held), specific Enhancement and
Deepening targets are set for individual customers.
Top Savings Database 1 > = 1 lac and < 2PBs Monthly Retention
lacs
& Enhancement
(Top 3% of SA customers who 2 > = 2 lacs RMs
Page no 65
All account closures being approved by BMs.
3. Enhancement – value
Deepening efforts are measured through a Cross Sell ratio (number of products per
customer).
Enhancement efforts are measured by tracking actual Enhancement versus target for
Page no 66
4. Channel Management
managed?
Walk in customers.
Database calling
Centrally identifying unprofitable users of the branch channel and providing these
Management?
2. %age of customers using at least 1 non ATM channel (Phone, Net, Mobile)
Page no 67
4. Cost Management
For the purposes of branch management, the Costs we are concerned with
relate to Controllable Costs. These are costs for expenses that active management can ensure
contained?
management?
Branch wise MIS is generated monthly by Finance, detailing MTD and YTD
Page no 68
5. Customer Profitability
customers are identified and active weeding out of these relationships is carried out at regular
intervals
Page no 69
3. Weeding Out of High Cheque Return accounts
Accounts with an unduly high incidence (3 or more in a month) of cheque returns are
identified for closure.
existing customers
4. Retention - preventing balance attrition and account closures for all profitable
relationships.
Page no 70
Branch Sales & Service Model
Page no 71
TARGET
&
TASK ASSIGNED
Page no 72
Target and Task assigned
In the duration of six month I was associated with the branch sales.
First two month I was attached with Welcome Desk where I learned a lot about
customers queries and there solutions. And remaining time I was associated with the
Personal Banker for digging out the references through the walk in customers and
Telecalling and generating lead for fixed deposits, kids’ advantage account, de mat
accounts, mutual funds etc to increase the KPI (key productivity index) of the branch.
I also put 5000 letters into the letter boxes in those societies where putting CANOPY
Page no 73
I opened 466 salary (No frills + classic) accounts of reliance retail Ltd. Stores Spread
To study the different attitudes of people regarding Risk Factor involved during
investment.
To study the customer satisfaction level regarding different HDFC bank product.
In HDFC bank work process for savings account is divided into 4 stages.
Mapping
Profiling
Documentation
Closing
MAPPING and in this I had to generate the leads with the help of our existing customer from
digging out references from them. Then follow up on that numbers with the help of
Telecalling. I had to go in various areas in Pune to identify the potential customers and cross
sell them various products like Kid’s Advantage Account, Investments. In this process I
Page no 74
Name of the customer
His designation
After this I have top report to the branch manager to show him data and after that I have to
make a call to the concern person to fix an appointment. And once appointment is being
fixed we have to go with senior sales officer or with sales manager or personal banker on the
call.
Second step in this was PROFILING. In this we have to get some of information from the
customer at the time of meeting. And according to that we can offer him a best deal because
each and every offer criteria has been made by the bank, and in which criteria that customer
is coming we have to decide and according to that we used to offer them the best deal. In this
Page no 75
Third step starts when deal has been closed or finalized. We could start documentation
process as per the banking requirements. This includes following documents of the customer.
And at the last stage which is closing we have to cross sell the required product by filling the
respective forms and make relations by giving personal attention. We tried to make customer
loyal with our branch ensure them that they will get all new schemes and products of our
bank. As per this process, HDFC bank does works, but the process of documentation is very
Page no 76
RESEARCH
METHODOLOGY
Page no 77
RESEARCH METHODOLOGY
collection, analysis, dissemination and used of information for the purpose of improving
decision making related to the identification and solution of problems and opportunities
needed to investigate it. Because every marketing opportunity translates into a research
“Opportunity”. Next, the various sources of information are identified and a range of data
collection methods, varying in complexity are evaluated. Then the data are collected
using the most appropriate method, analyzed, interpreted, and inferences are drawn.
Finally the findings are presented in form of a report that allows the information to be
Page no 78
Page no 79
The main issue being discussed here is the emerging trends of corporate salary account
business. For this purpose data was collected using both primary and secondary sources.
Questioner
Observation
Critical incidents
Internet
Magazine
Corporate directory
Page no 80
Information was collected by using a carefully prepared questionnaire, which was designed
Page no 81
Sampling Tool Structure questionnaire
I used closed format option in which the customer has multiple choices to
answer the question.
Questionnaire
The questionnaire was used to find out the following information:
To get personal as well as the company’s detail if they have salary account with us.
To get information about the customers like how many members in the family have
Since how long you are having account with our bank
Weather they have made any investment with HDFC bank or not
Are they aware that how can they save their tax.
Page no 82
To know why have they preferred this particular bank for opening an account
A separate schedule was designed for the customer to carry out project mapping in order to
Are they satisfied with the Personal Banker in their respective HDFC branch?
Page no 83
The research was carried out in various phases. The first few phases were used to collect
information. Based on that information a hypothesis was assumed that with the due of
appropriate strategy in customer services and use of proper elements of marketing mix the
sales of salary accounts can be increased to garner a bigger pie of the market share. The final
few phases were used to analyze the information so called from various quarters.
Phase 1. Understanding the company and its products and target customers. The
various parameter considered in the sales of products. Getting knowledge about the
competitors in the area and knowing about the various promotion and technique of selling.
Phase 2. This phase include visits to various companies to collect relevant data.
Primary data will be collected through telephonic conversation and walk in customers. This
data will further be extended through dialogues with the customers. The secondary data will
be collected through websites, company files and brochures and other documents from old
records.
Phase 3. In this phase the data so collected is analyzed using various statistical and
market research tools to draw inference for the purpose of decision making. The analysis
equity.
Phase 4. In this phase actual reporting of the findings and analysis will be prepared
Page no 84
Sample size
draw a sample from the ‘universe’ in such a way that the findings based on it will
correspond closely to those that would have been obtained from the study of universe.
The researcher has to select the sample in such a way that the selected sample is
sufficiently representative of the universe. Sample is the part of the whole taken to show
what the rest is like.There is no uniform standard of quality that must be reached by
every sample. The quality of the sample depends entirely on the stage of the research and
how the information will be used. Whether or not a sample design is appropriate depends
on how it is used and the resources available. It may be fair to say that the sample
Wanowarie
Hadhapsar
Sample size
Page no 85
The sample size given was 1100 and from those only 600 was selected as sample unit, this
Page no 86
Define the target Population
Page no 87
DATA ANALYSIS
&
INTERPRETATION
Page no 88
ICICI BANK 260
HDFC BANK 170
AXIS BANK 54
CITI BANK 22
KOTAK BANK 19
OTHERS 75
3%
4%
ICICI BANK
43% HDFC BANK
9% AXIS BANK
CITI BANK
KOTAK BANK
OTHERS
28%
Interpretation: - The above figure shows that savings accounts market in private banking
industry is mainly captured by ICICI bank. Where as HDFC bank is second large player in
this segment. And Axis bank Citi bank is doing well as compare to others.
Page no 89
Self-Employed 320 47%
600
500
400
Type of Customers
300 Respondents
Type of Customers
Percentage
200
100
0
Salaried Self-Employed Total
Interpretation:-
From the above graph it can be seen that 53% of the respondent are self-employed,
and 47% of respondent are salaried. Hence HDFC Bank capture both type of customers
almost equally.
Table No:-3
Page no 90
Preferred 40 6.67
Total 600 100
Respondents
7%
18%
75%
Interpretation:-
From the total Respondents around 75% were Regular customers, 18% were Classic
customers and 7% were preferred customers. That is, HDFC Bank has around 25% of high
profile customers which maintain an AQB (Average Quarterly Balance) above Rs.50, 000.
Table No:-4
Page no 91
Respondants
250
200
150
Salaried
Self-Employed
100
50
0
Preferred Classic Regular
Interpretation:-
From the above graph it can be seen that maximum respondent are high
profile customer’s i.e.24% which comes under preferred and classic customers.
76 % of respondents are Regular customers of the bank from which
maximum numbers are of salaried respondents.
\
Page no 92
Table No:-5
10%
16%
Less than 1.2 lack p.a
42%
Less than 2.5 lack p.a
Less than 5 lack p .a
More than 5 lack p.a.
32%
Interpretation:-
From the above graph we can say that the central customer base for HDFC bank
is India’s middle class and upper class people. In last 10 years the percent of the population
Table No:-6 How long are they banking with HDFC Bank
Page no 93
Particulars Preferred Classic Regular
Less than one years 0 6 155
Two years 6 18 130
Three years 9 22 65
Four years 8 33 43
More than four years 17 26 57
160
140
120
No of 100
80
respondants 60
40
20
0
Less Two Three Four More
than one years years years than four
years years
No of years
Interpretation:-
Page no 94
From the above graph we see that most of the Respondent has been banking with the
bank for less than two years. This shows that HDFC Bank is increasing its customer base by
a significant number. Most of the preferred and the classic respondent of the bank have been
banking with the bank for more than three years and trust HDFC Bank for their service.
Table No:-7
Purpose Respondents
Cheque Deposit 200
Money Deposit or Withdrawal 400
Balance Enquiry 155
Demand Draft 240
Others 300
(A customer sometimes has to visit the bank for two purposes. For instance, Cash Deposit
Page no 95
Respondent
Cheque Deposit
200
300
Money Deposit or
Withdrawal
Balance Enquiry
Others
155
Interpretation:-
From the table we can conclude that most of the respondent visit the bank for the
purpose of money withdrawal and deposit, hence the bank should promote their direct
banking channels to these customers so that they can reduce the footfalls in the bank.
Page no 96
Table No:-8 Number of visit to the bank’s ATM
Once a week
250
200
150
No. of
Respondent Series1
100 Series2
50
0
Daily More than Weekly Monthly Yearly
once a week
Interpretation:-
From the above graph it can be seen that most of the respondent visit the Bank’s
Page no 97
Table No:-9
Dose the Bank Inform you About New Products and Services?
500
400
300
200
100
0
Yes Sometimes No
Response
Interpretation:-
Page no 98
From the above graph we can see that about 76 % of respondents gave
positive answer .Hence we can say that the bank is always proactive when it comes to
business and keep its customers informed about the new products introduced from time to
time.
Six month 94 16
Three years 96 16
Page no 99
Period of investment
16%
31% Six month
One year
Two years
20%
Three years
16% More than three years
17%
Interpretation:-
From the graph we can interpret that most of the respondents’ i.e.31%, go for
long term investment i.e. for more than three years, because long term investment has low
Page no 100
Table No:-11
17% 0%
12%
71%
Interpretation:-
The majority of respondents i.e. 71% ranked risk as the important factor on top of
rate of return and time of investment. This shows people from all the three categories
consider risk as most important factor. This trend lies in the culture of Indian customers.
Page no 101
Particulars Accountable Unaccountable
Respondents 556 44
Percentage 92.67 7.33
Respondents
7%
93%
Accountable Unaccountable
Interpretation:-
From the above graph it can be observed that 92.67% of respondents are loyal to
the bank. And the factors which were taken into consideration while deciding are:
Safety of Money
Accessibility
Ease of Service
Innovation
Page no 102
Particulars Respondents Percentage
Interpretation:-
From the above table it is clear that 75% of respondents are strongly satisfied and
satisfied with the products designed by HDFC bank and only 9% of them were dissatisfied
by the products. Hence the products offered by the bank are very good.
Table No: - 14
Page no 103
Particulars Respondents Percentage
Dissatisfied 13 2.17
350
300
250
200
150
100
50
0
Strongly Satisfied Neutral Dissatisfied Strongly
satisfied dissatisfied
Respondents
Page no 104
Interpretation:-
Hence from above observation we can say that 87% of the respondents are delighted
About 12% of the respondents are dissatisfied, hence the bank has to study the reasons for it
and take some profitable measures and try to reduce this number. By this people will start
investing more with the Bank which ultimately increase banks profitability.
Table:-15 Why you have preferred HDFC bank for opening an account?
Respondants
14% 17%
Interpretation:-
Page no 105
Most of the customers (33%) prefer to open an account with HDFC bank
because it is near to their place proximity to the customer as HDFC bank has 29 branches in
all over Pune. 19 % customer have open their account as it is preferred by the existing
customers. 17% have opened the account for the brand name. 14% likes features and benefit.
Rest 8% and 9% open their account due to less processing time and less documentation
respectively.
Page no 106
ANALYSIS
Page no 107
ANALYSIS
The objective of the project was to study the investment patterns of different HDFC Bank
customers in respect to their different attitudes they display in while decision making. And to
evaluate the market potential of retail banking structure and to study the various parameters
to build a structured selling portfolio for the bank. The collected sample was segmented into
1) Self-Employed
2) Salaried
These two categories show different behaviors while investing money in the bank.
Both these categories consist of profitable customers. In the final analysis of the project the
1) High-Profitable Customers
3) Losing Customers
Page no 108
Customer-Product Profitability Matrix
Customers
C1 C2 C3
P1 + + + Highly profitable
Product
P2 + Profitable product
P3 - - Losing product
P4 + - Mixed-Bag product
High-profit Mixed Bag Losing
Customer Customer Customer
Products
Page no 109
Matrix. This is a tool which measures the customer profitability in respect to the number of
1) High-Profit Customers
These are the most profit making customers for the bank. They
are termed so, because they have purchased HDFC Bank’s profit generating products such as
Current plus Account Saving Max account, Home loans, Third party products etc. The bank
should focus more on these customers as these are the 20% customers who contribute 80% of
the bank’s profit. The sample had around 25% of preferred and classic customers which is a
Regular Customers are further categorized into Mixed Bag Customers and Losing customers.
The Customers which are having number of profitable products and less number of losing
products is termed as Mixed Bag Customers. The bank should target these customers and
3) Losing Customers
Page no 110
The customers which are having less number of profitable
products and more number of losing products are termed as Losing Customers.
Out of the 75%, around 45% are mixed bag customers and 30% are losing customers. The
their products and through constant innovation as these are the customers who give the
about HDFC Bank products. While doing the survey we also explained in detail different
products of HDFC Bank and asked them whether or not they were satisfied with HDFC
Bank’s offerings.
From the result we got around 75% of the customers were satisfied and more than satisfied
with the way HDFC Bank is offering its products, which is a significant number. The second
question was related to satisfaction towards HDFC Bank as a whole and not surprisingly the
results were positive. Most of the customers of the bank are satisfied with their relationship
with HDFC Bank and most of them found HDFC Bank to be a responsible Bank.
Page no 111
OBSERVATION
AND
Page no 112
FINDINGS
Wanowarie branch is only one year old branch but within one year short span the
branch was able to capture the large no of market share as there is already SBI branch near
by area but still it becomes 15 crore Book value branch which is a mild stone itself.
Name of the organization is the most striking feature, which attracts the customer as it
Marketing executive play a vital role in persuading people to open their account in
HDFC BANK. All their pains of going to the opening of customers and collecting all
Page no 113
The bank has around 25% of high profile customers which consist of preferred and
classic customers. These customers give maximum profit to the bank. The bank has to
The bank has around 42% of customers having income more than 5 lack, these people
Most of the customers are banking with the bank from last two years this means that
Most of the bank customers visited the bank for the purpose of cash withdrawal and
deposit.
Many of the bank customers wanted the bank to start the process of third party money
Most of the bank customers who had access to the bank facilities like Debit cum
ATM cards, Direct Banking Channels, Credit Cards etc. often used these channels for their
About 47% of the bank customers invested their money for more than three years i.e.
the bank customers look for long term investments with the bank.
71% of the bank customers rated risk as a crucial factor before investment.
Almost 87% of the bank customers are satisfied by the bank’s service.
Page no 114
LEARNING
FROM
Page no 115
EXECUTIVE TRAINING
about any as organizations working process and strategies with full of dedication that’s what
I did there. During my summers I learnt a lot about HDFC banks sales process and
Communication skills
Convincing skills.
Selling skills.
….. Savings account, saving salary account, FDs, Demat account etc.
Page no 116
I came to know that today’s demand in service industry is only maintaining
Become aware about self abilities, strength and weakness and got able to cope
banking sector.
I learn that in Marketing field the most necessary part is to communicate with
customers, either they purchase the product or not, but you have to maintain the
I got the practical knowledge about all the marketing theories which I studied
in the class room during my class sessions. And able to learn how to apply marketing
Page no 117
Page no 118
PROBLEMS
&
LIMITATIONS
LIMITATIONS
The project was based on certain factors which also have their shortcomings. These factors
need to be looked into. Since the objective of the project was to understand the retail branch
banking - the sales process and operations included understanding the buyer’s behavior, their
investment patterns with HDFC bank. There may be certain factors which restricted the
Page no 119
1. Non serious attitude of the customers.
2. We can not force to the customer to tell why they are using our competitor’s product,
there can be various reasons like they have taken loan from those bank, or near by the
company.
3. This research was only limited to Wanowarie and Hadhapsar and near by area.
4. Some time some of the people can give wrong or incomplete information so that to
find out actual result we can not fully believe on the questionnaire.
5. Fatima nagar branch is located where major customers belong to Muslim community.
6. And they do not take any interest to put their money in any instrument in which they
get interest. So it was very difficult to sell them FD’s and Kid’s Advantage account. So it
Page no 120
SWOT ANALYSIS
SWOT Analysis
Strengths
1. Strong sales team who are recruited through tough interviews and promotion.
Page no 121
4. Diversity, resilience and flexibility.
6. Quality service is assured if one has a banking relationship with HDFC BANK
8. Good infrastructure & good incentives for the result oriented employees.
Weakness
competitors.
8. Customer of middle income group hesitates to start a relationship with HDFC Bank.
Opportunity
Page no 122
4. Lots of scope for growth in the Indian market.
Threat
3. There is not much differentiation between the services and products of other banks.
4. HDFC bank has lots of unnecessary salary account which is increasing the no of
Page no 123
CONCLUSION
CONCLUSION
Customers of the bank belong to various cultures, backgrounds and different segments of the
Hence, while doing the analysis the customers were divided into various types on the basis of
Page no 124
The results showed that the High Profit customers gave more emphasis on Rate of Returns
and the period of investment while Mixed Bag customers considered Risk, Rate of Returns
and period of investment as the important factor before investing. Losing customers gave
This also validates that though our economy is booming and purchasing power of Indians is
increasing but still risk remains the most important factor when it comes to investment
decisions. Therefore, the bank must project itself as a responsible bank where there is
The Bank has 25% of high profile customers which gives 80% of business to the bank,
so bank has to maintain good relationship with them and attract them by special offers and
Page no 125
RECOMMENDATIONS
&
SUGGETIONS
To work on this project I have find out some of the points where the
management of HDFC bank should think. And by which they can increase customer base as
well as they can give better service to the customers as well. They are as follows….
Page no 126
1. HDFC Bank should launch a campaign to promote Third Party Product /
Advisory services so that the KPI (key productivity index) of the branch can
increase.
a single platform FINACLE with competitor banks like ICICI, AXIS bank.
5. Passbook should be in a proper form like other banks and not like the ones,
we have now.
6. Ability to solve the query and difficulties of the customers is very essential
for the business aspect for that matter sales team should be properly trained and all
the formalities they must know, otherwise approach to the preferred customer
becomes horrible task and it creates bad impression about the bank. Training
8. Necessity to Decrease processing time because HDFC Bank takes too much
time for its process as compare to its competitors and in present scenario customer
wants less processing time and less documentations to make banking easy. So it is
Page no 127
9. Very essential to motivate team to improve there performance. This is
corporate sales, which is tough but challenging job. Some times team members
become frustrated due to work pressure and high targets. So to get best from the
team, sales manager should use various managerial techniques to reduce pressure
10. Some times sales person do miss sell the product for achieving their targets
in this case due to lack of information customer face unnecessary charges and starts
shouting on the branch officials. So to avoid such cases sales manager should keep a
11. After making a new preferred customer or after selling them new products,
service should be even better so that customer base can increase and percentage of
its competitors but some times irresponsibility of sales person result in unsatisfied
Page no 128
REFERENCE
REFERENCES
Page no 129
Books referred
Bank’s intranet
www.mekiensy.com
www.hindubusinessline.com
www.research.com
www.businessballs.com
www.questia.com
www.hdfcbank.com
www.google.com
Page no 130
ANNEXURE
ANNEXURE
Salaried Self-Employed
Page no 131
2) What are your income levels?
Less than 1.2 lac p.a Less than 2.5 lac p.a.
Type of Less than Two years Three years Four years More than
Quarterly yearly
Page no 132
Cheque Deposit Money Deposit or Withdrawal
7) What number of accounts you have at HDFC Bank and of what type?
8) Are the accounts held by one person or by different members in the family?
9) Does the bank always inform you about the new products or services introduced by
them?
Yes Sometimes No
10) For what period of time do you usually invest your money into various sources?
Page no 133
Risk Time of investment Rate of return
12) Do you find Tax waiver as an important motivation to invest your money into third
13) What are the alternative sources in which you would invest your money if you don’t
Yes No
16) What are the factors which affect your satisfaction levels towards the bank?
17) Are you satisfied with the ways HDFC Bank has designed their products?
18) If you are introduced and explained E-banking channels are you ready to use
them?
Page no 134
Yes No already using the service
Channels
Insta Alert
Bill Pay
Net Banking
Dissatisfied
20) Why you have preferred HDFC bank for opening an account?
Page no 135
ICICI BANK
HDFC BANK
AXIS BANK
CITI BANK
KOTAK BANK
OTHERS
Page no 136