CHAPTER 1- INTRODUCTION

1.1 THE TOPIC: “OPENING SAVINGS ACCOUNTS BY

MEETING CUSTOMERS”

At HDFC Bank, I was assigned with the topic as “Opening Savings

Accounts by Meeting Customers” for my project work. I joined the
company as a Sales Executive. The selection of the topic was to know
how the company generates business through them.

Sales Executives are those sources of a company who have their own
relations and personal contacts among common public that they use to
generate business through. Company has certain criteria to recruit
these Sales Executives. The steps are as follows:

He should be at least 12th passed.

He should have good personal contacts.

He should have convincing power.

He should be above 18th year old.

Once he through all these steps of recruitment, he becomes the Sales
Executive of the company and reserve the right to sale the various
products to any prospect client also he is paid the commission a
certain percentage. There are some reward and tour package also.

1.2 REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in

India. The Sales Executives are one of the most powerful, efficient
and effective channel through which the company sales its various
types of financial products. It is really difficult to convince customers
and sell a single product but since these executives have their own
personal contacts which make the entire task easier to sell a product.
Whereas in my entire project work I found my interest in working in a
team, dealing with customers and finally convincing them to open an
account with the bank.

1.3 IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the
customer’s perceptions about the different products of the bank, how
these products can attract them and how the company can generate
maximum profit by convincing them through sales executives.
1.4 LEARNING FROM THE STUDY:

The process of recruitment for Sales Executives of HDFC Bank.

Different products and services provided by the bank.
Customers’ perception about the different products.
The brand image of the bank.
What are the problems faced by these sales executives daily basis.
How to communicate with the customers.
Different techniques of dealing with the customers.
How to convince and convert a customer into a real customer.

CHAPTER 2-ORGANIZATION PROFILE

2. COMPANY HISTORY

2.1 FORMATION OF THE COMPANY

The Housing Development Finance 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 liberalization of the Indian
Banking Industry in 1994, as a part of the liberalization of the
Indian Banking Industry by Reserve Bank of India (RBI). The
bank was incorporated in August 1994 in the name of 'HDFC Bank
Limited', with its registered office in Mumbai, India. HDFC Bank
commenced operations as a Scheduled Commercial Bank in January
1995. It was one of the first banks to receive an 'in principle'
approval from RBI, for setting up a bank in the private sector.
Today, the bank boasts of as many as 1412 branches and over
3275 ATMs across India.

HISTORY

HDFC Bank was incorporated in 1994 by Housing

Development Finance Corporation Limited (HDFC), India's
largest housing finance company. It was among the first
companies to receive an 'in principle' approval from the
Reserve Bank of India (RBI) to set up a bank in the private
sector. The Bank started operations as a scheduled
commercial bank in January 1995 under the RBI's liberalisation
policies.

Times Bank Limited (owned by Bennett, Coleman & Co. /

Times Group) was merged with HDFC Bank Ltd., in 2000. This
was the first merger of two private banks in India. Shareholders
of Times Bank received 1 share of HDFC Bank for every 5.75
shares of Times Bank.

The Bank has tied up with ITC Threadneedle Mutual Fund to

provide its investors with the High Interest Fund (HIF), a facility
to encash their units through the bank's Automated Teller
Machines in addition to a cheque book facility also to be
provided by the bank.

Sony India Ltd (SIL) has joined hands with HDFC Bank to work
out an innovative car finance package under which a sony car
audio system would be installed to a new car for no additional
upfront cash outflow.

In 2000, The bank has tied up with 12 utility companies

nationwide including BSES, MSEB, BEST, Orange, BPL and
MTNL. The Bank has set up 100 new electronic data capture
(EDC) terminals in Mumbai. And HDFC Bank has launched its
first B2C payment gateway which allows Visa and MasterCard
credit card-holders to do transaction online and realtime.
HDFC is a major Indian financial services company based in
India, after the Reserve Bank of India allowed establishing
private sector banks. The Bank was promoted by the Housing
Development Finance Corporation, a premier housing finance
company (set up in 1977) of India. HDFC Bank has 1,725
branches and over 4,232 ATMs, in 779 cities in India, and all
branches of the bank are linked on an online real-time basis. As
of 30 September 2008 the bank had total assets of Rs.1006.82
billion. For the fiscal year 2008-09, the bank has reported net
profit of 2,244.9 crore (US$498.37 million), up 41% from the
previous fiscal. Total annual earnings of the bank increased by
58% reaching at 19,622.8 crore (US$4.36 billion) in 2008-09.

PROMOTER

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. Its outstanding loan portfolio covers
well over a million dwelling units. 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 positioned to promote
a bank in the Indian environment.

BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The

objective is to build sound customer franchises across distinct
businesses so as to be the preferred provider of banking services for
target retail and wholesale customer segments,
and to achieve healthy growth in profitability, consistent with the
bank's risk appetite. The bank is committed to maintain the highest
level of ethical standards, professional integrity, corporate governance
and regulatory compliance. HDFC Bank's business philosophy is
based on four core values – Operational Excellence, Customer Focus,
Product Leadership and People.

HDFC Bank deals with three key business segments:

Wholesale Banking Services, Retail Banking Services,
Treasury.

Wholesale banking services

Blue-chip manufacturing companies in the Indian corp to small &

mid-sized corporates and agro-based businesses. For these customers,
the Bank provides a wide range of commercial and transactional
banking services, including working capital finance, trade services,
transactional services, cash management, etc. The bank is also a
leading provider of for its to corporate customers, mutual funds, stock
exchange members and banks.

Retail banking services

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 customers through the growing branch network, as well
as through alternative delivery channels like ATMs, Phone Banking,
NetBanking and Mobile Banking. HDFC Bank was the first bank in
India to launch an International Debit Card in association with VISA
(VISA Electron) and issues the Mastercard Maestro debit card as
well. The Bank launched its credit card business in late 2001. By
March 2009, the bank had a total card base (debit and credit cards) of
over 13 million. The Bank is also one of the leading players in the
“merchant acquiring” business with over 70,000 Point-of-sale (POS)
terminals for debit / credit cards acceptance at merchant
establishments. The Bank is well positioned as a leader in various net
based B2C opportunities including a wide range of internet banking
services for Fixed Deposits, Loans, Bill Payments, etc.
Treasury

Within this business, the bank has three main product areas - Foreign
Exchange and Derivatives, Local Currency Money Market & Debt
Securities, and Equities. These services 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
returns and market risk on this investment portfolio.

CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion).
The paid-up capital is Rs424.6 crore (Rs.4.2 billion). The HDFC
Group holds 19.4% of the bank's equity and about 17.6% of the equity
is held by the ADS Depository (in respect of the bank's American
Depository Shares (ADS) Issue). Roughly 28% of the equity is held
by Foreign Institutional Investors (FIIs) and the bank has about
5,70,000 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) under the symbol 'HDB'.

TIMES BANK AMALGAMATION

In a milestone transaction in the Indian banking industry, 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. With this, HDFC and Times became the first
two private banks in the New Generation Private Sector Banks
to have gone through a merger. The Deposits of the merged
entity became Rs. 1,22,000 crore, while the Advances were Rs.
89,000 crore and Balance Sheet size was Rs. 1,63,000 crore

DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an
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
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/BSEhas 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 international Visa/MasterCard, Visa
Electron/Maestro, Plus/Cirrus and American Express Credit/Charge
cardholders.

MANAGEMENT

Mr. Jagdish Capoor took over as the bank's Chairman in July 2001.
Prior to this, Mr. Capoor wasa Deputy Governor of the Reserve Bank
of India.

The Managing Director, Mr. Aditya Puri, has been a professional

banker for over 25 years and before joining HDFC Bank in 1994 was
heading Citibank's operations in Malaysia.

The Bank's Board of Directors is composed of eminent individuals

with a wealth of experience in public policy, administration, industry
and commercial banking. Senior executives representing HDFC are
also on the Board.
Senior banking professionals with substantial experience in India and
abroad head various businesses and functions and report to the
Managing Director. Given the professional expertise of the
management team and the overall focus on recruiting and retaining
the best talent in the industry, the bank believes that its people are a
significant competitive strength.

TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of

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
Automated Teller Machines (ATMs).

The Bank has made substantial efforts and investments in acquiring

the best technology available internationally, to build the
infrastructure for a world class bank. The Bank's business is supported
by scalable and robust systems which ensure that our clients always
get the finest services we offer.

The Bank has prioritized its engagement in technology and the

internet as one of its key goals and has already made significant
progress in web-enabling its core businesses. In each of its businesses,
the Bank has succeeded in leveraging its market position, expertise
and technology to create a competitive advantage and build market
share.

RATING

I. 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 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
programme and Upper Tier II Bond issue. In each of the cases
referred to above, the ratings awarded were the highest assigned by
the rating agency for those instruments.

II. Corporate Governance Rating

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 Information Services of India
Limited (CRISIL). The rating provides an independent assessment of
an entity's current performance and an expectation on its "balanced
value 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 wealth creation for
all its stakeholders while adopting
sound corporate governance practices is the highest.

II.2 PRODUCT SCOPE:

HDFC Bank offers a bunch of products and services to meet the every
need of the people. The company cares for both, individuals as well as
corporate and small and medium enterprises. For individuals, the
company has a range accounts, investment, and pension scheme,
different types of loans and cards that assist the customers. The
customers can choose the suitable one from a range of products which
will suit their life-stage and needs. For organizations the company has
a host of customized solutions that range from Funded services, Non-
funded services, Value addition services, Mutual fund etc. These
affordable plans apart from providing long term value to the
employees help in enhancing goodwill of the company. The products
of the company are categorized into various sections which are as
follows:

Accounts and deposits.

Loans.
Investments and Insurance.
Forex and payment services.
Cards.
Customer center.

II.3 PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING

A. Accounts & Deposits

- Regular Savings Account
- Savings Plus Account
- SavingsMax Account
- Senior Citizens Account
- No Frills Account
- Institutional Savings Account
- Payroll Salary Account
- Classic Salary Account
- Regular Salary Account
- Premium Salary Account
- Defence Salary Account
- Kid's Advantage Account
- Pension Saving Bank Account
- Family Savings Account
- Kisan No Frills Savings Account
- Kisan Club Savings Account
- Plus Current Account
- Trade Current Account
- Premium Current Account
- Regular Current Account
- Apex Current Account
- Max Current Account
- Reimbursement Current Account
- RFC - Domestic Account
- Regular Fixed Deposit
- Super Saver Account
- Sweep-in Account
- HDFC Bank Preferred
- Private Banking
B. Loans
- Personal Loans
- Home Loans
- Two Wheeler Loans
- New Car Loans
- Used Car Loans
- Overdraft against Car
- Express Loans
- Loan against Securities
- Loan against Property
- Commercial Vehicle Finance
- Working Capital Finance
- Construction Equipment Finance
- Offers & Deals
- Customer Center

C. Investments & Insurance

- Mutual Funds
- Insurance
- Bonds
- Financial Planning
- Knowledge Centre
- Equities & Derivatives
- Mudra Gold Bar

D. Forex Services
- Trade Finance
- Travelers’ Cheques
- Foreign Currency Cash
- Foreign Currency Drafts
- Foreign Currency Cheque Deposits
- Foreign Currency Remittances
- Cash To Master
- ForexPlus Card

E. Payment Services
- Net Safe
- Prepaid Refill
- Bill Pay
- Direct Pay
- Visa Money Transfer
- E-Monies Electronic Funds Transfer
- Excise & Service Tax Payment

F. Access Your Bank

- One View
- Insta Alerts
- Mobile Banking
- ATM
- Phone Banking
- Branch Network
G. Cards
- Silver Credit Card
- Gold Credit Card
- Woman's Gold Credit Card
- Platinum plus Credit Card
- Titanium Credit Card
- Value plus Credit Card
- Health plus Credit Card
- HDFC Bank Idea Silver Card
- HDFC Bank Idea Gold Card
- Compare Cards
- Transfer & Safe
- Track your Credit Card

H. Get More from Your Card

- Offers & Savings
- My Rewards
- Insta Wonderz
- Add-On Cards
- Credit Card Usage Guide
- Easy EMI
- Net safe
- Smart Pay
- Secure Plus
- My City Benefit Card
- Debit Cards
- Easy ShopInternational Debit Card
- Easy Shop Gold Debit Card
- Easy ShopInternational Business Debit Card
- Easy ShopWoman's Advantage Debit Card
- Prepaid Cards
- Forex Plus Card
- Kisan Card

I. Customer Centre
- Offers & Deals
- Winners of Contests & Promotions

2. Wholesale Banking
A. Corporate
Funded Services
Non Funded Services
Value Added Services
Internet Banking

B. Small & Medium Enterprises

Funded Services
Non-Funded Services
Specialized Services
Internet Banking
C. Financial Institutions & Trusts
Banks
Financial Institutions
Mutual Funds
Stock Brokers

2.3. MILESTONES IN THE HISTORY

HDFC Bank began its operations in 1995 with a simple mission: to be

a "World-class Indian Bank". They realized that only a single-minded
focus on product quality and service excellence would help us get
there. Today, they are proud to say that they are well on our way
towards that goal.

It is extremely gratifying that their efforts towards providing customer

convenience have been appreciated both nationally and
internationally.
2007

Business Today-Monitor Group One of India's "Most

survey InnovativeCompanies".
Financial Express-Ernst & Young Best Bank Award in the Private
Award Sectorcategory.
Business Today ‘Best Bank Award’.
Global HR Excellence Awards - ‘Employer Brand of the Year
AsiaPacific HRM Congress 2007-2008’-Award- First
Runner-up.
Dun & Bradstreet – American ‘Corporate Best Bank’-Award.
ExpressCorporate Best Bank
Award 2007
The Bombay Stock Exchange and ‘Best Corporate Social
Nasscom Foundation's Business ResponsibilityPractice’ Award.
for Social
Responsibility Awards 2007
Outlook Money & NDTV Profit Best Bank Award in the Private
sectorcategory.
The Asian Banker Excellence in Best Retail Bank in India.
RetailFinancial Services Awards
Asian Banker Managing Director Aditya Puri
won the Leadership
achievement Award for India.

2006

Business Today Best Bank in India.

Forbes Magazine One of Asia Pacific's Best 50
companies.
Business world Best listed Bank of India.
The Asset Magazine's Triple A Best Domestic Bank.
Country
Awards
Asiamoney Awards Best Local Cash Management
Bank in Large and Medium
segments.
Euromoney Awards "Best Bank" in India.

2005

Asiamoney Awards Best Domestic Commercial


Asiamoney Awards
Hong Kong-based Finance Asia
magazine
Economic Times Awards
The Asset Triple A Country
Awards
The Business Today-KPMG
Survey
The Business Today-KPMG
Survey
The Asian Banker Excellence
Economic Times - Avaya Global
Connect Customer
Responsiveness Awards
2004
Asiamoney Awards
Asiamoney Awards
Asiamoney Awards
Asiamoney Awards
Asiamoney Awards
Bank
Best Cash Management Bank -
India .
Best Bank in India
"Company of the Year" Award
for Corporate Excellence.
Best Domestic Bank in India
Region -2005
Best Local Cash Management
Bank in India US$11-100m -
2005
"Best Bank in India" for the
third consecutive year in 2005.
Retail Banking Risk
Management
Award in India.
"Most Customer Responsive
Company -Banking and
Financial Services - 2005
Best Local Cash Management
Bank in
India US$11-100m
Best Local Cash Management
Bank in
India >US$501m
Best Local Cash Management
Bank in
India 1989-2004(poll of polls)
Best Overall Domestic Trade
Finance Services in India - 2004
Most Improved company for
 Best Management Practices in
India - 2004
Business World One of India's Most Respected
Companies- 2004
Forbes Global Best Under a Billion, 100 Best
Smaller Size Enterprises in
Asia/Pacific and Europe - 2004
Asian Banker Awards Operational Excellence in
Retail Financial Services - 2004
The Asset Triple A Country Best Domestic Bank in India -
Awards 2004

2003

Forbes Global Best Under a Billion, 200 Best

The Asset Triple A Country
Awards
Business World - The Business
World Most Respected Company
Awards
The Asset magazine
The Asset magazine
FE-Ernst & Young Best Banks
Survey
Outlook Money
Business Today
NASSCOM &
economictimes.com - IT
Users Awards
Small Companies-2003
Best Domestic Bank in India
-2003
One of India's Most Respected
Companies
Best Cash Management Bank
Best Trade Finance Bank
Best New Private Sector Bank -
2003
Best Bank in the Private Sector
- 2003
Best Bank in India -2003
Best IT User in Banking -2003

2002
Hong Kong-based Finance Asia Best Local Bank - India
magazine
Hong Kong-based Finance Asia
magazine
Euromoney magazine
Asiamoney magazine
"Best Local Bank - India"
"Best Bank in India"
Commercial Bank in India 2002

2001
Hong Kong-based Finance Asia
magazine
Hong Kong-based Finance Asia
magazine
Euromoney magazine
Forbes Global
The Economic Times
Best Domestic Commercial
Bank - India
"Best Domestic Commercial
Bank -India"
"Best Bank in India"
Named in the 300 Best Small
Companies one of the "20 for
2001" best FE-E&Y Best Banks
small companies
Awards for Corporate
Excellence as the Emerging
Company of the Year

2000
Hong Kong-based Finance Asia Best Domestic Commercial
magazine Bank - India
Hong Kong-based Finance Asia "Best Domestic Commercial
magazine Bank -India"
Euromoney magazine Best Domestic Bank
Business India " India's Best Bank"
Forbes Global Named in The 300 Best Small
Companies one of the "20 for
2001" best FE-E&Y Best Banks
small companies
2.4. MERGER
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 on 25

February, 2008 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 advances of around Rs.
850billion. The balance sheet size of the combined entity would be
over Rs. 1,500 billion.

Commenting on the proposed merger, Mr. Deepak Parekh,

Chairman, HDFC said, “We were amongst the first to get a banking
license, the first to do a merger in the private sector with Times Bank
in 1999, and now if this deal happens, it would be the largest merger
in the private sector banking space in India. HDFC Bank was looking
for an appropriate merger opportunity that would add scale,
geography and experienced staff to its franchise. This opportunity
arose and we thought it is an attractive route to supplement HDFC
Bank’s organic growth. We believe that Centurion Bank of Punjab
would be the right fit in terms of culture, strategic intent and approach
to business.”
Mr. Aditya Puri, Managing Director, HDFC Bank said, “These are
exciting times for the Indian banking industry. The proposed merger
will position the combined entity to significantly exploit opportunities
in a market globally recognized as one of the fastest growing. I’m
particularly bullish about the potential of business synergies and
cultural fit between the two organizations. The combined entity will
be an even greater force in the market.”

Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated,

“Over the last few years, Centurion Bank of Punjab has set
benchmarks for growth. The bank today has a large nationwide
network, an extremely valuable franchise, 7,500 talented employees,
and strong leadership positions in the market place. I believe that the
merger with HDFC Bank will create a world class bank in quality and
scale and will set the stage to compete with banks both locally as well
on a global level.”

Mr. Shailendra Bhandari, Managing Director and CEO,

Centurion Bank of Punjab said, “We are extremely pleased to
receive the go ahead from our board to pursue this opportunity. A
merger between the banks provides significant synergies to the
combined entity. The proposed merger would further improve the
franchise and customer proposition offered by the individual banks.”
 II.4 FINANCIAL FIGURES

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER

ENDED JUNE 30, 2008

S.No. Particulars Quarter Quarter Year ended

Ended Ended 31.03.2008
30.06.2008 30.06.2007
unaudited unaudited audited
1. Interest Earned (a) 362173 206916 1011500
+(b)+(c)+(d)

a) Interest/ discount 263638 145362 696673

on advances/bills

b) Income on
Investments 95121 56047 287204

c) Interest on
balances with 2426 5337 27239
Reserve
Bank of India and
other interbank
funds

d) Others
988 170 384
Other Income
2. 59342 57254 228315
A) TOTAL
3. INCOME (1) + (2) 421515 264170 1239815

Interest Expended
4. 189826 108364 488712
 Operating
Expenses (i) + (ii)
5. 128938 77438 374562
i) Employees cost

ii) Other operating 54058 28388 130135

expenses
74880 49050 244427
B) TOTAL
EXPENDITURE
(4)+(5)
6. (excluding 318764 185802 863274
Provisions &
Contingencies)

Operating Profit
before Provisions
and
7. Contingencies (3) 102751 78368 376541
-(6)

Provisions (Other
than tax) and
Contingencies
8. 34447 30712 148478
Exceptional Items

Profit / (Loss) from

9. ordinary activities - - -
before tax (7-8-9)
10. 68304 47656 228063
Tax Expense

Net Profit / (Loss)

11. from Ordinary 21869 15533 69045
 Activities after tax
(10-11)
12. 46435 32123 159018
Extraordinary items
(net of tax expense)

Net Profit / (Loss)

(12-13)
13. - - -
Paid up equity
share capital (Face
Value of
14. Rs.10/- each) 46435 32123 159018

Reserves excluding
15. revaluation 42462 33319 35443
reserves
(as per balance
sheet of previous
accounting year)
16.
Analytical Ratios - - 1114280

(i) Percentage of
shares held by
Government of
India

(ii) Capital
Adequacy Ratio

17. (iii) Earnings per NIL NIL

NIL
share (Rs.)

(a) Basic EPS

before & after
extraordinary 12.2% 13.1% 13.6%
items (net of tax
expense) –not
annualized 11.0 1 0.0 4 6.2

(b) Diluted EPS

before & after
extraordinary items
(net of tax expense)
-not annualized

(iv) NPA Ratios

(a) Gross NPA

(b) Net NPA

(c) % of Gross
NPA to Gross
Advances
10.8 1 0.0 4 5.6
(d) % of Net NPA
to Net Advances 150274 71016 90697

(v) Return on assets 49607 21424 29852

(average) - not
annualized 1.5% 1.3% 1.3%

Public 0.5% 0.4% 0.5%

Shareholding
- No. of shares
- Percentage of 0.3% 0.3% 1.3%
Shareholding
18.

342173776 250744008 27198992

0
80.6% 75.3% 76.7%

2.6 QUALITY POLICY

SECURITY: The bank provides long term financial security to
their policy. The bank does this by offering life insurance and pension
products.
TRUST: The bank appreciates the trust placed by their policy
holders in the bank. Hence, it will aim to manage their investments
very carefully and live up to this trust.
INNOVATION: Recognizing the different needs of our customers,
the bank offers a range of innovative products to meet these needs.
INTEGRITY
CUSTOMER CENTRIC
PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE”
TEAM WORK
JOY AND SIMPLICITY

CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF

RESEARCH PROJECT
3.1 PROBLEM DEFINATION:
Sales Executives were with good background human being and
through rigorous process of recruitment but still not able to perform
up to the expectation level of company, HR is not able to sort out the
problem why the performance is not coming even after giving the full
marketing support. The communication technique and dealing with
the customers is also a problem to the sales executives.
3.2 OBJECTIVES OF RESEARCH PROJECT:
3.2.1 PRIMARY OBJECTIVES:
To open new savings accounts by convincing customers and to
promote the benefits of those which are provided by the bank.
To find the different way of convincing customers.
To study brand image of the bank.
To increase the business of the bank.

3.2.2 SECONDARY OBJECTIVES:

To determine the need and purpose of a sales executive.
To understand the deciding criteria for people to become sales
executive.
To offer suggestions based upon the findings.

3.3 GEOGRAPHICAL SCOPE:

The same problem was with the all other branches of HDFC Bank
even out of the Pune city. The management is conducting the same
research on a big ground while my contribution is tiny. Though my
sample size and geographical area was defined and confine to a
particular territory but the application of out put from the research are
going to be wide.

3.4PRODUCT SCOPE:
Studying the increasing business scope of the bank.
Market segmentation to find the potential customers for the bank.
To study how the various products are positioned in the market.
Corporate marketing of products.
Customers’ perception on the various products of the bank.

CHAPTER4- RESEARCH METHODOLOGY AND

LIMITATIONS
All the findings and conclusions obtained are based on the survey
done in the working area within the time limit. I tried to select the
sample representative of the whole group during my job training. I
have collected data from people linked with different profession at
Pune.

4.1 RESEARCH PLAN:

4.1.1. Preliminary Investigation: In which data on the situation
surrounding the problems shall be gathered to arrive at :
The correct definition of the problem.
An understanding of its environment.
4.1.2. Exploratory Study: To determine the approximate area where
the problem lies.

4.2 RESEARCH DESIGN:

Research was initiated by examining the secondary data to gain
insight into the problem. By analyzing the secondary data, the study
aim is to explore the short comings of the present
system and primary data will help to validate the analysis of
secondary data besides on unrevealing the areas which calls for
improvement.

4.2.1 DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self
Administration. Due to time limitation and other constraints direct
personal interview method is used. A structured
questionnaire was framed as it is less time consuming, generates
specific and to the point information, easier to tabulate and interpret.
Moreover respondents prefer to give direct answers. In questionnaires
open ended and closed ended, both the types of questions has been
used.

4.2.2 COLLECTION OF DATA:

1: Secondary Data: It was collected from internal sources. The
secondary data was collected on the basis of organizational file,
official records, news papers, magazines, management books,
preserved information in the company’s database and website of the
company.
2: Primary data: All the people from different profession were
personally visited and interviewed. They were the main source of
Primary data. The method of collection of primary
data was direct personal interview through a structured questionnaire.
4.3 SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary
to take sample from the universe to know about its characteristics.
Sampling Units: Different professionals Chartered Accountants,
Tax Consultants, Lawyers, Business Man, Professionals and House
Wives of Pune.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method:Personal Interview.

4.4 SAMPLE SIZE:

My sample size for this project was 200 respondents. Since it was not
possible to cover the whole universe in the available time period, it
was necessary for me to take a sample size of
200 respondents.

4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT:

The mode of collection of data will be based on Survey Method and
Field Activity. Primary data collection will base on personal
interview. I have prepared the questionnaire according to the
necessity of the data to be collected.

4.6 RESEARCH LIMITATIONS:

It was not possible to understand thoroughly about the different
marketing aspects of the Financial Consultant within 60 days.
As stipend, money was not given it was difficult to continue the
project work.
All the work was limited in some limited areas of Pune so the
findings should not be generalized.
The area of research was Pune and it was too vast an area to cover
within 60 days.
CHAPTER5- DATA ANALYSIS , INTERPRETATION AND
PRESENTATION

Q1. Your Age?

TABLE

Serial no. Age category Number Of respondents percentage

1. 18-23 Years 40 20%
2. 24-29 Years 70 35%
3. 30-35 Years 60 30%
4. 35 Years and 30 15%
above
Total 200 100%

Base 200 respondents

GRAPH