A PROJECT REPORT ON

(TR MOTORS – Authorised Service Centre, Hero MotorCorp Ltd.)

Submitted in the partial fulfillment of the requirement for the award of the
Degree of Bachelor of Business Administration (BBA)

(2017-20)

SUBMITTED BY
MOHIT JAIN
ERP ID– 0171BBA106

SUBMITTED TO
MS. MINAKSHI SATI
(ASSISTANT PROFESSOR)
 BHARATI VIDYAPEETH UNIVERSITY
INSTITUTE OF MANAGEMENT & RESEARCH
An ISO 9001:2008 & 14001:2004 Certified Institute
Re-Accredited with Grade “A” by NAAC
Ranked in Top 50 B-schools in India & Top 5 in Delhi, NCR
By Business India and Hindustan Times
Recipient of B-school leadership award from Star News
A-4, Paschim Vihar, New Delhi, Ph.011-25286442 Fax: 011-25286442

DECLARATION BY THE STUDENT

This is to certify that the Summer Training Project submitted to Bharati Vidyapeeth (Deemed to
be University), Pune in partial fulfillment of the requirement for the award of the degree of BBA
is an original work carried out me under the guidance of MS. MINAKSHI SATI. The matter
embodied in this project is a genuine work to the best of my knowledge and belief and has been
submitted neither to this University nor to any other University for the fulfillment of the
requirement of the course of study.

MOHIT JAIN
ERP ID – 0171BBA106
 ACKNOWLEDGEMENT

I am highly obliged to the faculty member for extending his support in the form of specialized
knowledge and experience throughout the summer training project. I owe a special thanks to MS.
MINAKSHI SATI, my mentor for his time and knowledge. At last I would also like to thank
my family and friends for their help and support in completion of this project.
MOHIT JAIN

(0171BBA106)
 CERTIFICATE BY THE GUIDE

This is to certify that the Summer Training Project is the work done by MOHIT JAIN under my
guidance and supervision for the degree of Bachelor of Business Administration from Bharati
Vidyapeeth Institute of Research and Management, Pune.To the best of my knowledge and belief

1. This is original work done by student.

2. The project is completed as per guidelines and has a plagiarism report.
3. Fulfills the requirements of the guidelines relating to the BBA degree of the university.
4. Is up to the standard both in respect of contents and language for referred to the
examiner.

Faculty Name: MS. MINAKSHI SATI

(ASSISTANT PROFESSOR)
 CERTIFICATE FROM HEAD OF INSTITUTION

This is to certify that the Summer Training Project is an academic work done by MOHIT
JAIN,ERP ID – 0171BBA106submitted in the partial fulfillment of the requirement for the
award of the Degree of BBA from Bharati Vidyapeeth Deemed University, Pune. It has been
completed under the guidance of MS. MINAKSHI SATI (Asst. Professor) and MR. SHASHI
KANT (Technical Mentor). We are thankful to TR MOTORS – Authorised Service Centre,
Hero MotorCorp Ltd.for having allowed our student to undergo project work training. The
authenticity of the project work will be examined by the viva examiner which includes data
verification, checking duplicity of information etc. and it may get rejected due to non-fulfillment
of quality standards set by the Institute.

DR. VIKAS NATH

Director In-charge
 CERTIFICATE FROM THE COMPANY

This is to certify that MOHIT JAIN S/oRAKESH JAIN pursuing BBA from Bharati
Vidyapeeth (Deemed to Be University) University Institute of Management and Research,
New Delhi has successfully completed 50 or 60 days summer training in our organization in
field of Finance from 6th May 2019 to 26th June 2019. During his project tenure in the company,
we found him hard working, sincere and diligent person, and his behavior and conduct was good
during the project. We wish him/her all the best for his future endeavors.

Name and Designation of the Industry Mentor

 PREFACE

As a part of a curriculum of our three years bachelor degree program (BBA) from BVIMR, New
Delhi. The company has provided me project report on current status in MARKETING DEPT.
of “HERO”. To access information, I have gone through various sites and department.

The report highlights the image of the “HERO” as a best company in AUTOMOBILES in the
eyes of the dealers, consumers and competitors.
 TABLE OF CONTENT

PARTICULAR PAGE NO.

Chapter-1:INTRODUCTION

Chapter-2:JOB DESCRIPTION

Chapter-3:ANALYSIS OF JOB DONE

Chapter-4:LEARNING OUTCOMES

Chapter-5:SUGGESTIONS (For HR,IT,etc)

References
Appendix A: (Plagiarism Report, Online Feedback by Mentor, Attendance Sheet)
Appendix B:(Joining Report, Company Profile, Industry Mentor Feedback)
 CHAPTER-1
INTRODUCTION
 ABOUT THE COMPANY

HERO is headquartered in Indian capital, India. Hero Honda, is associate

degree Indian motorbike and scooter manufacturer.The company is that the largest two-wheeler
manufacturer within the world, and additionally in Asian nation. The two hundred6 Forbes list
of the 200 World's Most revered firms has Hero Honda Motors hierarchic at #108. On thirty
one March 2013, the market capitalization of the corporate was ₹308 billion (US$4.5 billion).

In June 2012, Hero MotoCorp approved a proposal to merge the investment arm of its parent
Hero Investment Pvt. Ltd. with the manufacturing business.
This call came eighteen months once its split from Hero Honda.
"Hero" is that the brand employed by the Munjal brothers for his or her flagship company, Hero
Cycles Ltd. A venture between the Hero cluster and Honda Motor Company was established in
1984 because the Hero Honda Motors restricted at Dharuhera, India. Munjal family and
Honda cluster each owned twenty sixth stake within the Company.
During the Eighties, the corporate introduced motorcycles that were common in Asian
nation for his or her fuel economy and low price. a well-liked ad
blitz supported the shibboleth 'Fill it – Shut it – Forget it' that emphasized the motorcycle's
fuel potency helped the corporate grow at a double-digit pace since origination. In 2001, the
corporate became the second largest two-wheeler producing company in Asian nation and
globally. It maintains international trade leadership thus far.[3] The technology within the bikes
of Hero Motocorp (earlier Hero Honda) for nearly twenty six years (1984–2010) has come
back from the japanese counterpart Honda.
The special fascination of the HERO cluster not solely lies in its merchandise and
technology, however additionally within the company’s history, written by inventors, pioneers
and good designers. Today, the HERO cluster, with its thirty production and assembly facilities
in fourteen countries in addition as a world sales network, is that the world’s leading
manufacturer of premium vehicles and motorcycles, and supplier of
premium monetary and quality services

COMPANY HISTORY

HERO

Evolution of HERO:

 1983
 Joint Collaboration Agreement with Honda Moto Co. Ltd. Japan signed.
 Shareholders Agreement signed.
 1984
 Hero Honda Motos Ltd. Incorporated.
 1985
 First motocycle 'CD 100' rolled out.
 1987
 100,000th motocycle produced.

 1989
 New motocycle model - 'Sleek' introduced.
 1991
 New motocycle model - 'CD 100 SS' introduced.
  500,000th motocycle produced.
 1992
 Raman Munjal Vidya Mandir inaugurated -A School in the memory of founder
Managing Director, Mr. Raman Kant Munjal.
 1994
 New motocycle model - 'Splendor' introduced.
 1,000,000th motocycle produced.
 1997
 New motocycle model - 'Street' introduced.
 Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated.
 1998
 2,000,000th motocycle produced.
 1999
 New motocycle model - 'CBZ' introduced.
 Environment Management System of Dharuhera Plant certified with ISO-14001
by DNV Holland.
 Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of
founder Managing Director, Mr. Raman Kant Munjal.
 2000
 4,000,000th motocycle produced.
 Environment Management System of Gurgaon Plant certified ISO-14001 by DNV
Holland.
 Splendor declared 'World No. 1' - largest selling single two-wheeler model.
 'Hero Honda Passport Programme' - CRM Programme launched.

 2001
 New motocycle model - 'Passion' introduced.
 One million production in one single year .
 New motocycle model - 'Joy' introduced.
 5,000,000th motocycle produced.
 2002
 Becomes the first Indian Company to cross the cumulative 7 million sales mark .
 Splendor has emerged as the World's largest selling model for the third calendar
year in a row(2000, 2001, 2002).
 New motocycle model - 'CD Dawn' introduced, New motocycle model - 'Splendor
+'introduced, New motocycle model - 'Passion Plus' introduced, New motocycle
model -'Karizma' introduced.
 2004
 New motocycle model - 'Ambition 135' introduced.
 Hero Honda became the World No. 1 Company for the third consecutive year.
 Crossed sales of over 2 million units in a single year, a global record.
 Splendor - World's largest selling motocycle crossed the 5 million mark .
 New motocycle model - 'CBZ' introduced.
 Joint Technical Agreement renewed.
 Total sales crossed a record of 10 million motocycles.
 2005
 Hero Honda is the World No. 1 for the 4th year in a row.
 New motocycle model - 'Super Splendor' introduced, New motocycle model - 'CD
Deluxe' introduced New motocycle model - 'Glamour' introduced, New
motocycle model - 'Achiever' introduced.
 First Scooter model from Hero Honda - 'Pleasure' introduced.
 2006
 Hero Honda is the World No. 1 for the 5th year in a row.
 15 million production milestone achieved.
 2007
 Hero Honda is the World No. 1 for the 6th year in a row.
 New 'Splendor NXG' launched.
 New 'CD Deluxe' launched.
 New 'Passion Plus' launched.
 New motocycle model 'Hunk' launched.
  20 million production milestone achieved.
 2008
 Hero Honda Haridwar Plant inauguration.
 New 'Pleasure' launched.
 Splendor NXG launched with power start feature.
 New motocycle model 'Passion Pro' launched.
 New 'CBZ Xtreme' launched.
 25 million production milestone achieved.
 CD Deluxe launched with power start feature.
 New 'Glamour' launched.
 New 'Glamour Fi' launched.

 2009
 Hero Honda GoodLife Program launched Hunk' (Limited Edition) launched.
 Splendor completed 11 million production landmark .
 New motocycle model 'Karizma - ZMR' launched.
 Silver jubilee celebrations.
 2010
 New model Splendor Pro launched.
 Launch of new Super Splendor and New Hunk.
 2011
 New licensing arrangement signed between Hero and Honda.
 Launch of new refreshed versions of Glamour, Glamour FI, CBZ Xtreme,
Karizma.
 Crosses the landmark figure of 5 million cumulative sales in a single year .
 July 29, 2011 - Hero Honda Motos changed its name to Hero MotoCorp following
the exit of its erstwhile Japanese promoter, Honda, from the company

HERO is making changes in it in many ways by developing itself in fields of technology,

according to the taste of customers, dynamic business environment and changes in accordance to
the rivals.
HISTORY:

Hero MotoCorp is that the World's single largest two-wheeler bike company. Honda Motor
Company of Japan and therefore the Hero cluster entered a venture to setup Hero Honda
Motors restricted in 1984. The venture between India's Hero cluster and Honda Motor
Company, Japan has not solely created the world's single largest 2 wheeler
company however conjointly one in every of the foremost triple-crown joint ventures
worldwide.
Hero Motocorp Ltd. erst referred to as Hero Honda is world’s largest Two-Wheeler company
having its registered workplace in Republic of India. the corporate started with
a venture between the japanese 2 Wheeler producing company Honda in 1984, however in 2010
Honda set to maneuver out and Hero Cycle bought their shares and have become a
replacement freelance identity.
The new company that was renamed Hero Motocorp in August 2011 is currently the world’s
largest manufacturer of 2 – wheelers. the corporate has been operating showing
intelligence and making an attempt to apply each chance to market its new complete identity.
The Company started with a vision of empowering {india|India|Republic of Republic of
India|Bharat|Asian country|Asian nation} by its bikes and creating it a mobile and
far additional authorised country by taking it to world market with its
world category bikes within the 1980’s Hero Honda introduced low price and
fuel economical bikes in India. the japanese technology that came from their Japanese partner
“Honda” within the Hero motorcycles created it a large hit in Indian market. the
corporate continued to use an equivalent technology until they compound ways that with
Honda. the corporate offers wide selection of 2 wheelers together with motorcycles and
scooters.
With its 3 producing plants placed at Haridwar, Gurgaon and Dharuhera, Hero churns out
approx three million bikes in an exceedingly year. Not solely in producing the corporate could
be a real “hero” in client service conjointly with a large network of concerning 3000
dealerships and repair centers across country.
 VISION

 To achieve market leadership.

 Helping people live better lives.
 To be the most successful premium manufacturer in the industry Mission: The HERO Group is
the world's leading provider of premium products and premium services for individual mobility.

MISSION

 To provide the best business opportunity.

 To facilitate best business opportunities.
 The HERO Group is the world's leading provider of premium products and premium services for
individual mobility.

Our Values

RESPONSIBILITY:

We take consistent decision and commit to them personally. This allows us to work freely and
more effectively.

APPRECIATION:

We reflect on our actions, respect each other, offer clear feedback and celebrate success.

TRANSPARENCY:
We will promote a culture of openness and mutual trust by interacting objectively and without
underlying personal interests.

TRUST:

Building reliability and dependability for self by displaying commitment, honesty,

confidentiality and consistency in all actions.

These all are the Direct Competitors of HERO. Also other local Indian Companies are its
competitors.

Corporate Social Responsibility (CSR)

GOOD LIFE PROGRAMME

The Hero MotoCorp GoodLife Program is designed to compliment your good life in every way.
It brings you an easy to use privilege card packed with special rewards and benefits. And it
doesn’t end here. It also provides you with a free riders’ insurance worth 1 Lakh to ensure your
peace of mind. What’s more, your Hero MotoCorp GoodLife Program membership rewards you
with points on all your spends. So make the best use of your card and redeem your points for
fabulous rewards!

Winner of the month:- All members enrolled in a month get a chance ot participate in an
exciting lucky draw and 4 lucky winners get a chance to win a Splendor+.
Referral Points :- Earn additional 3000 points on referring a Hero MotoCorp two-wheeler to
your friends-n-family members and 6000 points on upgrading your own two-wheeler.
First Transaction Benefit :- You can earn the ‘First Transaction Gift’ on your first program
transaction through the card and also earn 500 points as first transaction benefit.
Discount on Spares & Accessories :-Start receiving a special discount of 5% on the purchase of
spares and accessories on your successful enrollment and free wash coupon (with limited validity
period).
Points Earned on Money Spent :-Accumulate points on the purchase of service, spares and
accessories at an authorized Hero MotoCorp dealership or service centre. Each rupee spent gets
translated into one point earned.
Free Rider's Personal Insurance:-Get a free Personal Accidental Insurance worth Rs. 1 lakh on
your successful enrolment.
Go Green:-Get 50 Green Reward points for every Pollution Under Control check of your
vehicle. Present the Pollution Under Control certificate to the dealer and earn your points.
Service Bonus :-Get 100 points per service and 500 as continuity bonus on every 6th regular
service
Bonus Points On Birthday :-Earn bonus double points for every transaction done on your
birthday and get special greetings too. *Terms & Conditions Apply
Special Value Offers :-Exclusive invities to events and special value offers from our partners,
selected especially for you.
Redeem points, take home your gifts
As you continue your journey with us, you can redeem your points for fabulous gifts.

PLAYERS IN INDUSTRY
1. BAJAJ

2. HONDA
3. TVS

4. SUZUKI

5. YAMAHA
6. ROYAL ENFIELD

7. MAHINDRA
 SWOT Analysis of HERO

With SWOT analysis, strengths, weaknesses, opportunities and threats can be reviewed in order
to decide further planning for the organization.

 STRENGHTS

1.vast complete Equity – this can be very one among the largest strengths of Hero Motocorp.
This company is one among the largest players within the market of two-wheelers.
2. robust complete Image– an organization will solely grow once it's fashionable by its brand.
Hero Motocorp is admittedly one among those corporations World Health
Organization will play laborious on the recognition field.
3. glorious Distribution– Hero Motocorp has over 3000 dealerships and
repair centers that have created it the leading company within the trade.
4. wide selection of Products– The a lot of merchandise an organization launch with success,
the a lot of fashionable it becomes. Hero Motocrop is, therefore, the important hero within
the market.
5. Awards and Recognition– Customers will trust a complete once it's acknowledged with
rewards and awards. Hero Motocorp has received several all told these years.
6. Sponsorships– Events, associated with sports and sport offer sponsorships to the
corporate that has created it vastly fashionable of all its competitors.

WEAKNESS
1. Strong Competition– There are lots of national and international players in the market who give tough
competition to the Hero Motocorp.
2. Lack of Innovation– Maximum products of Hero Motocorp comes with almost similar features, whether
is design and functions.
3. Declining Service Quality - In a study conducted by the International Journal of Innovative Research in
 Science, Engineering and Technology in 2015, the overall service quality for Hero MotoCorp fell below
expectations of end consumers. According to the study based using SERVQUAL model of service
quality, Bajaj Auto, one of its closest competitors, was deemed to have better overall service and appeal.

OPPORTUNITY
1. Joint Ventures and Acquisitions - Despite the terminated joint venture with Honda Japan, it is crucial to
note that for many years, technology in its two wheelers came from Honda. By acquiring start-ups or
going into joint ventures will allow the conglomerate to obtain more valuable technology and tap into
other market segments. A good example is its 49.2% stake buyout of Erik Buell Racing, which allows
Hero MotoCorp to synergize motor technologies and extend sales into the North American market.
2. Electric Two Wheelers - The electric bike and scooter market is booming globally and it would be an
opportunity for Hero MotoCorp to leverage on. The e-bike market is expected to reach about 24.3
billion U.S. dollars by 2025. According to Prescient and Strategic Intelligence, the electric scooter and
motorcycles market in India alone will surge past $617.7 million by 2025.

THREATS
1. Strong Competition– There are lots of other companies which are emerging rapidly and give tough
competition to the company.
2. Betterment of Public Transport – As other modes of transportation have increased a lot, the use of two-
wheelers is not in demand.

CHAPTER-2
 JOB DESCRIPTION

JOB DESCRIPTION

Job Title: Marketing Executive

Type of Job: Internship
Job Location: Major District Road 138, Kundli, Sonipat, Haryana 131028
Mentor: Mr Arjun Garg
Working hours: 9am-5pm
Working Days: Monday to Friday
Purpose of the Internship
To learn and evolve at work so as to contribute to success of fast growing and innovative organizations. I want
to discover my full potential and make a difference both at work as well as in society.

Description Responsibilities and duties assigned

• Perform market analysis and research on the latest trends.

• Assist with daily administrative duties.

• Design and present new social media campaign ideas.

• Monitor all social media platforms for trending news, ideas, and feedback.

• Prepare detailed promotional presentations.

• Help with the planning and hosting of marketing events.

• Research and evaluate competitor marketing and digital content.

Products

There were a huge product range in hero motor corp. out of which the products I was dealing
were:
1.Hero Pleasure
Hero pleasure is one of the most selling scooty of Hero motor corp with stunning New Body Graphics.
Vibrant New Colours. Cool New Features.

Type Air-cooled, 4-stroke Single Cylinder OHC

Displacement 102cc
 Max. Power 5.15 kW (6.9 BHP) @ 7000 Revolutions Per Minute (RPM)

Max. Torque 8.1 Nm @ 5000 Revolutions Per Minute (RPM)

Max. Speed 77 km/h

Bore x Stroke 50.0 mm x 52.0 mm

Compression Ratio 9.9 : 1

Starting Self-start

2.Passion Xpro
Bolder Styling, Faster 110cc Engine, Smarter i3s Technology with Integrated Braking System IBS.

Type Air Cooled, 4- Stroke Single Cylinder OHC

Displacement 109.15 cc

Max. Power 7 kW @ 7500 Revolutions per minute (rpm)

Max. Torque 9 Nm @ 5500 Revolutions per minute (rpm)

Bore x Stroke 53 x 49.5 mm

Compression Ratio 10:01

Ignition Self (with i3s) & kick

Qualities Required

 Good teamwork skills

 Communication skills and networking ability

 Adaptability

 Strong attention to detail

 Good organisation and planning skills

 Creativity and writing skills

 Commercial awareness

 Numerical skills

MY JOB PROFILE AS AN INTERN

 Job title

My job title or job designation in the company was as an intern. My position the company was as an employee
seeking training and gaining experience about the practicality of the business environment. I worked as an
assistant in the marketing department under the head of marketing department.
 Company Information

The company is a government company which majorly deals in scooties and motorbikes. It provides petroleum
products to the consumers through the government policies. The objective of the company is to provide
products to the consumer. It as it owns depot from where it imports and exports as well as it deals in the
business overseas generating foreign exchange cash flow.
 Job description

I worked as an assistant under Mr Arjun Garg. Where I basically researched about thecustomer dealing . My job
to study tis theory and apply it in the practical field of marketing.
  Job requirements

This job required general knowledge about accountancy and good communication skills because of direct
contact with the finance staff of other companies.

 Benefits

The benefits generally includes monetary benefits to work with the company. In the case of Internship the
company does not offer any monetary benefits because the intern is working to acquire educational knowledge
and to gain some work experience about the actual business environment.

CHAPTER-3

JOB ANALYSIS
Job Analysis –

Job analysis is an examination of something or detailed study in order to understand the job
requirement and optimizing those requirements as per the needs of the employer by the
employee. It is a process which is done in a systematic way in order to pertaining to do a job.
It a practice by it determine the duties and responsibilities of the employee towards the
organization and to analyze the data of the employee such as qualifications of the employee,
Skills and knowledge that is pertained by the employee to fulfill the requirement for the job
position. It is also helpful with HR point of view in a way such that it helps the HR head of the
department to plan necessary effective training programs, conduct workshops, collect feedback
from the employers, setting up consoler’s sessions for employees to cope up with their peer
problem.

What job I did at HERO MotorCorp –

WEEK-1
At the first day at my job I had an introduction with my mentor Mr.ARJUN GARG
Where we had a conversation about my qualifications and my interests. After a while I was told
what I job will I be doing during the term of this internship. The job which I have performed
during the period was customer dealing.
WEEK-2

Mr ARJUN GARG acquainted me with product selling . He explained me about the products of
the organization and their features.

I attended a meeting with the marketing department where they tested my marketing skills by
giving me some on the spot situations.

They additionally explained the objectives that are accomplished and the objectives that are yet
to be accomplished.

WEEK-3

My main work started in week 3 as I began to deal with customers directly . I began to started
selling of the motorbikes and scooties . I was guided by Mr.ARJUN GARG and toward the
day's end I need to tell the entire report of the day to him.

I was alloted the task to convince the customer to buy our products and try to get more and
more customers.

WEEK-4

I was assigned the work to prepare the feedbacks forms that the customers are satisfied with our
services , I also allotted the task to call them and share their suggestions.

WEEK-5

I was allotted the same task as week 4 because the feedback from the customer was coming
very nice and positive, I was very nice and polite in dealing with customers and they were
liking the way I was asking for their problems and suggestions and providing them best
solutions from my side.

WEEK-6(Last Week)
In last week I visited on a training trip to the main manufacturing site with my guide to take a
large order with his guidance I got to learn many things while visiting to such a big place and
how to communicate.

My last day was not as I anticipated. I had a celebration time there learning the different parts
of the expert life, increasing a great deal of information in fund and how an organization
functions.

I got the Mentor Feedback report filled from my Supervisor and waved a Goodbye to the entire
office.

Tips I have learned to deal with customers

1.Listen to Customers
Sometimes, customers simply have to be compelled to recognize that you’re listening. If they’re
confused or have a retardant, by disposal a listening ear, you’re showing that you just care which
you’re not dismissing them.
2.Apologize
When one thing goes wrong, apologize. It’s superb however calming the words “I’m sorry” is.
Don’t have interaction in fault-finding or birthing blame, however allow them to recognize
you’re sorry that they had a retardant. modify the matter instantly and let the client recognize
what you have got done.
3.Take Them Seriously
Make customers feel vital and appreciated. regardless of however ridiculous an issue might
sound to you; it’s vital to the client. If they want they’re being laughed at, or spoken right down
to, they'll not purchase something. Customers is terribly sensitive and can recognize whether or
not or not you actually care concerning them.
4.Stay Calm
Difficult because it is usually, it's vital to remain calm. Your calming approach can facilitate
your client keep calm too. they'll want you’re up to speed of things which you'll be able to
facilitate solve their downside.
5.Identify and Anticipate desires
Most client desires square measure emotional instead of logical. The additional you recognize
your customers, the higher you become at anticipating their desires. Communicate often in order
that you’re responsive to issues or forthcoming desires.
6.Suggest Solutions
Have a menu of calming remedies that you and your workers will use. whether or not it’s strictly
a refund or come, or if it’s coupons or a free service. By agreeing earlier the eventualities
wherever you may give these remedies, and the way a lot of you’re willing to pay, you may be
ready to speak calmer and additional with confidence once giving the answer.
7.Appreciate the facility of “Yes”
Always search for ways in which to assist your customers. once they have asking (as long
because it is reasonable) tell them that you just will have sex. work out however after. search for
ways in which to form doing business with you straightforward. forever do what you say you’re
progressing to do.
8. Acknowledge Your Limits
Yes may be a powerful word however if you’re unable to fulfil a request: recognize your limits.
You can’t be everything to everybody. If you don’t assume you'll be able to fulfil the request,
facilitate them realize Associate in Nursing alternate remedy. whether or not that remedy is your
business or another, they'll appreciate the additional mile you visited facilitate them, and can
suggest your business to their network.
9. Be accessible
Customer service isn't any longer with regards to face-to-face contact and phonephone. If you’re
operating in Associate in Nursing business or marketplace wherever customers square measure
perpetually on-line, you wish to amend your service delivery to include that. It doesn't have to be
compelled to be an ardent help desk Twitter handle, merely ensure you respond promptly and
instructively to purchasers on your main business Facebook page or to your Twitter account.
10. Get Regular Feedback
Feedback may be a good way to grow each your business and your skills. give ways in which for
patrons to provide feedback, whether or not it’s a follow up email or telephone call, a
suggestions box or one thing additional fun and innovative.
 CHAPTER-4

Learning Outcomes
Experience during the job –

 Time Management – I learned time management within the organization. My mentor

was terribly strict regarding the temporal order of the work place. I bear in mind I asked
my mentor to go away the work place early, promptly he told American state to ne'er
raise effort once more before it’s time as a result of for a prosperous calling you would
like to own time management within the organization.

 Work ethics – work ethics facilitate to survive in a very formal atmosphere by i buy from
operating in skilled atmosphere, a way to sit down with shoppers, seniors and different
employees members.

 Self-independent – I have to be compelled to be self-independent when going for 2

months I got driven that I will take responsibilities and fulfill them before the point in
time and provides my time with full with efficiency and effectively.

 Building networks –as operating within the organization I developed formal relations
with the opposite worker because it can facilitate in future for any references if would
like. It sensible to own some formal relations with the staff as a result of you don’t once
they are available in handy.

 Responsibilities –I am certain currently that I will take responsibilities with fulfilling

them with none delay to my American statentor or to the various one that has assigned
me that responsibility. i'm currently absolutely assured that within the returning future i
 will be {able to|i'll} be able to take any reasonably responsibility and fulfill it at intervals
the given timeframe.

 Team work – I have to be compelled to shrewdness team work takes place in a

company. For example- in the future i used to be given a task to visualize and update
the information of the dealers at intervals the timeframe because it was imperative and
regular employees was inactive. I and my co person has hand and glove completed
those task thanks to the understanding between U.S.A. and it had been solely
completed thanks to the team work efforts.

 Communication Skills – I developed my communication skills thanks to the initiative I

took to speak to my peers through that I understood on what topic they sometimes
mention what's their formal behavior to speak to their peers and seniors that helped
American state in enhancing my communication skills.
CHAPTER-5

Suggestions
The suggestions I would like to make after the past experience at my job are as follows -

 Customer Responses

Lots of customer have the queries or grievances about the services provided to them that
sometimes the dealer’s falls apart to resolve or explain. They should have an option to have the
right to be listened. It may help the company to get the solution to get their sales up right arrow
and the loyalty of the customers will eventually increase when they see that they are bring
listened.
 Product Selling

Though the company is already selling many additives along with the petroleum products but it
is not able to speak their way to the customers what benefits it provides their vehicle for using
those products.
 Offers

Company can provide with various offers to the customers. For example- it can provide
cashbacks to the customers who pays more than some standard amount gets the privileges than
the others. Or they can have their loyal customers to get no stand in line waiting time special
treatment could be provided to them. Contest in which the customers can get bumper prices.
Vouchers for shopping etc.
 Online Media

As we all know the new generation is more likely to fall towards the online/social media. The
company should have a page it can provide the all the details going on with the company and
news product launches, it achievements, awards the company gets, vacancy details with the job
requirements etc.
 Corporate Grievances

It is multinational company as it has levels of management so the head of the management may
or may not listen to the grievances their subordinates so, the company should take initiative to
open a grievance forum for the employee where they can share about their problems to the head
of the company and without their information being leaked to the their officials.
 Benefits

The company should take their employees to a vacation once a year to motivate them and make
them do their job more efficiently and the trips offered to the employees should be on their
worthiness not on the position of the job they are presently on.
 Giveaways

The company should set a monthly target of giveaways basket or a medal or a small trophie to
keep their employees motivated and competent than the other organization. It will also a sense of
self development in the employees as they try to do better next time and again even after
completing the monthly target he will try and try on to be stable on his position as a scene of
achievement which will remain along with the service of this life.

These are the suggestions I would like to make for company in which I did my training program
for two months.