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Come in ACKNOWLEDGMENT

“ The satisfaction Euphoria that accompany the successful completion of any


work would be incomplete unless we mention the name of the person, who made
it possible, who constant guidance and encouragement served as a beckon of
light and crowned our efforts with success.” I consider it a privilege to express
through the pages of this report, a few words of gratitude and respect to those
who guided and inspired in the completion of this project.”
I am deeply indebted to Mr. Vineet Bhandawat (Branch Manager) for
giving me the opportunity to undergo my project in their esteemed organization
and the their timely suggestions & Valuable guidance. I also want togive thanks
to Mr. Hemant Arora (Sr. Sales Manager) Mr.Manish Gandhi (Sr. Relationship
Manager) and Mr. Sanjay Panwar (Business Development Manager). They
constantly encouraged me and showed the right path from day first till the
completion of my project.
I had visited almost all markets of Jodhpur and collected information of the
project. I have also done promotional activities under the constant guidance of
my project guide.
In the last but not the least, my grateful appreciation is also extended to
Mr. Mukesh Mandan (Administrative Head), Mr. Vishal M. Thomas (Placement
Officer) and Mr. Sidharth Jain (Faculty-Financial Management) my thanks to all
my faculties members, Parents and friends.
However, I accept the sole responsibility for any possible errors of
omission and would be extremely grateful to the readers of this project report if
they bring such mistakes to my notice.

TARUN
KULSHRESTHA

Indiabulls 1 FMS-IRM
PREFACE

The PGDBM curriculum is so designed that student get enough practical


knowledge of business world which helps them to explore their skills in the
corporate world in future.

The PGDBM training helps the students to understand and gain


knowledge about the industry and market environment. It develops skills of
analyzing and interpreting problems through application of concepts and
techniques of management.
Trainee did a project for Indiabulls in Jodhpur City. The study
consists of the following chapters.

• Introduction of Indiabulls
• Study of products of Indiabulls
• Analysis of client Satisfaction
• Conclusion

Indiabulls 2 FMS-IRM
DECLARATION

I, Mr. CHANDER PRKASH , a student of FMS- Institute of Rural


Management, Jodhpur, here by declare that this project is the record of
authentic work carried out by me during the academic year 2005-2007 and has
not been submitted to any other university or Institute towards the award of any
degree.
An attempt has been made by me to provide all relevant and important
details regarding the topic to support the theoretical edifice with concrete
research evidence. This will be helpful to clean the fog surrounding the various
aspect of the topic.

I hope that this project will be beneficial for the Organization.

Place: Jodhpur (TARUN KULSHRESTHA)


Date: June FMS- IRM, Jodhpur

Indiabulls 3 FMS-IRM
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PROJECT PROFILE

Project Profile: -
“ Marketing Strategies Of Indiabulls”

Objectives Of study: -

 To Understand and analyse the marketing strategies of


indiabulls.

 To understand and analyse online trading at indiabulls.

 To improv the format of DSR (Daily Sales Report)

Methodology Adopted: -

The methodology adopted for the present study was focus


discussion, interview and close observation through in-house study. Since the
project is based on action research it was necessary to build rapport to collect
maximum information from the Client. Hence the research spent considerable
time with the people who reside in nearby encompassing city. The main focus
was to do with the assessing the satisfaction level of investors and explore the
possibility of more sound arrangement of disseminating outlook information
system.

Indiabulls 7 FMS-IRM
Marketing Research: -

WHAT IS MARKETING RESEARCH ?

Marketing research is the function which likes the consumers,


customers & public t the marketer through information which is used to identify
& define marketing opportunities & problems, generate, refine & evaluate
marketing action; monitor marketing performances & improve understanding of
marketing as a process.

TYPES OF MARKETING RESEARCH


On the basis of fundamental objectives of the research, marketing
research projects are classified into two branches:
 Exploratory Research
 Conclusive Research

EXPLORATORY RESEARCH:
It seeks to discover new relationships. All
marketing research projects start with it. This is a preliminary phase & is
absolutely essential in order to obtain a proper definition of problems at hand.
The major emphasis is on the discovery of ideas & insight.
Exploratory research looks for hypothesis in well-established fields of study.
Hypothesis usually comes from ideas developed in previous researches or are
delivered from theory. Hypothesis is tentative answer to the question that serves
as guide for most of the research projects.

CONCLUSIVE RESEARCH:
Conclusive research provides information that helps the executive so that he can
make a rational decision. This study has done well while attempting to arrive at a
more clear description of an apparent problem.

Indiabulls 8 FMS-IRM
Data Collection

Primary data: - which is collected by new research called primary data.

 Personal Interview
 Close observation
 Survey conduction
 Group Discussion

Secondary data: - already existing data is called secondary data. I collected


them by following method –
 Internet
 Books

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INTRODUCTION: -

Indiabulls Financial Services Limited was incorporated on January 10,


2000 as M/s Orbis Infotech Private Limited at New Delhi under the
Companies Act, 1956 with Registration No. 55 - 103183. The name of
Company was changed to M/s. Indiabulls Financial Services Private
Limited on March 16, 2001 due to change in the main objects of the
Company from Infotech business to Investment & Financial Services
business. It became a Public Limited Company on February 27, 2004 and
the name of Company was changed to M/s. Indiabulls Financial Services
Limited. And Now this company has achieved milestone by voted as

The Youngest Company of the year in ET500

Indiabulls Financial Services Ltd is a public company and listed on the


National Stock Exchange, Bombay Stock Exchange, Luxembourg Stock
Exchange and London Stock Exchange. The market capitalization of
Indiabulls is approx US $ 800 million, and the consolidated net worth of
the company is approx US $ 400 million. Indiabulls and its group
companies have attracted US $ 300 million of equity capital in Foreign
Direct Investment (FDI) since March 2000.

Indiabulls ranks at 82nd position in the list of most valuable companies


in India. Indiabulls is promoted by three engineers from the Indian Institute
of Technology (IIT) Delhi. Foreign Institutional Investors (FIIs) and foreign
funds hold over 60 percent shareholding of Indiabulls. Some of the large
shareholders of Indiabulls are the largest financial institutions of the world
such as Fidelity Funds, Capital International, Goldman Sachs, Merrill
Lynch, Lloyd George and Farallon Capital. There are approximately over
40,000 shareholders of the company.

Indiabulls 11 FMS-IRM
Indiabulls Financial Services is a retail financial services company
providing a diverse array of financial products and services, through its
nationwide network of over 300 Indiabulls offices, and services over
2,50,000 clients spread across 110 cities in India. Indiabulls, along with
its subsidiary companies, offer consumer loans, brokerage and depository
services, personal loans, home loans and other financial products and
services to the retail markets.

Indiabulls, which has a workforce of over 10,000 full time employees, reported
US $ 60 million in Profit Before Tax and US $ 45 million in Net Profit for the first
nine months of the current financial year.

Philosophy: -

Indiabulls has created a unique organization that is designed for you – the Smart
Investor –. it passionately believe in the Smart Investor who wants to make his
own educated investment choices and demands world class access to a full
range of services and products ranging from Equities to Insurance, combined
with the highest level of integrity, service and professionalism.

Indiabulls is a full service investment firm offering clients access to a tremendous


range of financial services from 135 locations across 95 cities. We have a strong
team of over 1000 Client Relationship Managers focussed on serving customers
unique needs. Our world class infrastructure, built with tens of crores of
investment, provides our clients with real-time service, multi-channel & 24/7
access to all information and products. As we've expanded and developed to
serve the needs of all kinds of investors, we've been guided by one underlying
philosophy: You come first.

Indiabulls 12 FMS-IRM
We are proud to introduce to you Indiabulls Professional NetworkTM that offers
real-time prices, equity analysis, detailed data and news, intelligent analytics, and
electronic trading capabilities, right at your finger-tips. This powerful technology is
complemented by our knowledgeable and customer focussed Relationship
Managers who are available to help with your financial planning and investment
needs.

About Founders: -

The fast paced growth, diversification and consolidation of


the Group has been possible due to the vision and leadership of the co-
founders of Indiabulls.

Sameer Gehlaut is the Chairman, CEO and Whole Time Director of


Indiabulls. Sameer is an engineer from IIT, Delhi (1995) and has worked
internationally with Halliburton in its international services business in
1995. He has utilized his experience with the international best practices
and professional work culture at Halliburton to lead Indiabulls successfully.

Rajiv Rattan is the President, CFO and Whole Time Director of Indiabulls.
Rajiv is an engineer from IIT, Delhi (1994) and has rich experience in the
oil industry, having worked extensively across the globe in highly
responsible assignments with Schlumberger. Rajiv has managed remote
exploration projects providing evaluation services for different clients in
India as well as abroad.

Saurabh Mittal is a Director at Indiabulls. Declared the best graduating


student in IIT, Delhi in (1995), Saurabh was also one of the engineers
selected by Schlumberger to work for its international services business
in 1995 and gained experience of working in various global locations. He
graduated as a Baker Scholar with an MBA from the Harvard Business

Indiabulls 13 FMS-IRM
School. He has also developed in-depth understanding of international
financial markets.

FLAGSHIP IN OTHER SERVICES

Personal Loan
Insurance

Indiabulls

Home Loan
Real Estate

Resources Ltd.

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Insurance: -
“When you hear the word Insurance, the words boring and mundane
probably enter your mind.”
When it comes to business, you are right up there. Taking all those split second
decisions, avoiding pitfalls and making sure your money works hard for you.
But don't you think the business of life requires just as much attention and
probably even more. That's we are proud to bring to you an offer exclusively for
you. As a part of our endeavor to provide you with world-class products and
services, Indiabulls gives you the opportunity to avail of the whole range of Birla
Sunlife Insurance Products through the Indiabulls network of 1000 Relationship
Managers over 135 locations nationwide. Which means you can take care of life,
while taking care of business.
As always, we put your needs first.

Loans: -
Personal Loan: -
“ No questions. Only Loans.”
No matter where you work, or how much you earn, we offer you the shortest
route to a loan with minimum paperwork and procedures. With Indiabulls Fast
Loans, you can avail of easy loans for a minimum of Rs.10,000 to a maximum
amount of Rs.1,00,000.

• Flexible loan tenor of up to 4 years (i.e. 1 month to 48 months).


• Loans available from a minimum of Rs.10, 000 up to a maximum of
Rs.100,000.
• Easy monthly repayment through equated monthly installments (EMI).

Easy documentation and quick disbursal

Home Loan: -

Indiabulls 15 FMS-IRM
Indiabulls has commenced lending of Mortgage Loans to
prospective customers under the flagship of Indiabulls Housing Finance Ltd.
Here we enable home-seekers to access finance to buy, build, rent or improve
their homes. We also provide plot loans, Loan against Residential, Commercial
and Rental Property, thereby enabling the borrower to leverage the property
owned to fund any legitimate needs be it Business Expansion, Child's Education,
Child's Marriage or for holiday abroad.

Real Estate: -

Through its group companies, Indiabulls is also engaged in real estate


development. The group companies recently made winning bids for the Jupiter
and Elphinstone Mills in Mumbai in an auction carried out by the National Textiles
Corporation (NTC), a Government of India undertaking. The company will now
develop modern commercial complexes in the heart of Mumbai - the financial
capital of India. Indiabulls' foreign partner, Farallon Capital made the first real
estate related FDI investment in Indiabulls Properties Pvt. Ltd to buy Jupiter Mills
immediately after the new FDI guidelines were introduced by the Government of
India for real estate development in March 2005.

Indiabulls Resources Ltd: -

Indiabulls Resources Ltd, a 100 per cent subsidiary of Indiabulls Financial


Services Ltd., has been established with the objective of evolving as an
independent oil company over time. Our immediate short-term goal is to partner
with oil companies who are willing to come to India and bid in the current NELP-6

Indiabulls 16 FMS-IRM
round. We are ready to invest along with such companies for exploration blocks
of mutual interest.

Indiabulls has grown its business by over 100% CAGR since inception. The
growth of Indiabulls in a highly competitive market is a testimony of its
quality services.

Highlights of Financial Condition of Indiabulls


Indiabulls reports fiscal 2006 revenues of Rs. 613.15 crores, YoY growth of
264%,
and profits of Rs 253.36 crores, YoY growth of 347%
New Delhi, India - April 24, 2006
Highlights
Consolidated results for the quarter ended March 31, 2006
• Income was Rs. 195.5 crore for the fourth quarter ended March 31, 2006; YoY
growth was
179%
• Net profit after tax was Rs. 80.38 crore for the fourth quarter ended March 31,
2006; YoY
growth was 236%

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NET PROFIT (In Crores)

90 80.38
80
70 56.71
60
50
Rs.

40
19.35
30
20 4.06 5.10
10 0.01
0
2001 2002 2003 2004 2005 2006
YEARS

• Earnings per share increased to Rs. 4.63 from Rs. 2.02 for the corresponding
quarter in the
previous year; YoY growth was 129%
Consolidated results for the year ended March 31, 2006
• Income was Rs. 613.15 crore for the year ended March 31, 2006; YoY growth
was 264%
• Net profit after tax was Rs. 253.36 crore for the year ended March 31, 2006;
YoY growth
was 347%
• Earnings per share increased to Rs. 15.61 from Rs. 5.10 in the previous year;
YoY growth
was 206%
Others

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• Total customers in the Securities Business increased to over 236,000
customers
• 10,069 employees spread over 306 offices in 113 cities as on March 31, 2006
for Indiabulls
Financial Services Limited and its group companies
• On behalf of Mr. L N Mittal, LNMIIVL paid Rs 89.16 crores to buy 8.2% stake of
Indiabulls
Credit Services Limited valuing the business at over Rs. 1,100 crores.

Board Of Directors: -

S.No Name Designation


1 Mr.Sameer Gehlaut Chairman & Wholetime Director
2 Mr.Shamsher Singh Director
3 Mr.Aishwarya Katoch Director
4 Mr.Kartar Singh Gulia Director
5 Mr.Gagan Banga Director
6 Mr.Saurabh K Mittal Director
7 Mr.Karan Singh Director
8 Mr.Rajiv Rattan Whole Time Director

Indiabulls 19 FMS-IRM
Indiabulls 20 FMS-IRM
History of Capital Market
The capital Market consists of two market.
1. Primary Market
2. Secondary Market

Primary market: -
Primary market deals with the issue if new instrument by the corporate sector
such as equity share, preference share and debt instrument. Central and State
govts. , Various public industrial units (PSUs), statutory and authority such as
state electricity boards and port trusts also issue bonds/debt instruments. Offer
for subscription to securities is made to investing community.
There are several majors players in primary market. These include
the merchant bankers, mutual funds, financial institutions, foreign institutional
investors (FIIs) and individual investors.

Secondary market: -
The secondary market or stock exchange is a market for trading and settlement
of securities that have already been issued. The investors is holding securities
sell securities through registered brokers/sub brokers of the stock exchange.
Investors who are desirous of buying securities purchase securities through
registered brokers/sub brokers of the exchange . It may have a physical location
like a stock exchange or a trading floor. Since 1995, trading in securities is
screen based and Internet based trading has also made an appearance in India.
In secondary market there are the stock exchanges, stock
brokers (who are members of the stock exchanges) , the mutual funds , financial
institutions, foreign institutional investors (FIIs), and individual Investors

Securities and Exchange Board of India (SEBI): -

Indiabulls 21 FMS-IRM
With the objective of improving market efficiency, enhancing transparency,
checking unfair trade practice and bringing the Indian market up to international
slandered, a package of reforms consisting of measures to liberalise, regulate
and develop the securities market was introduced during the 1990s. This has
changed corporate securities market beyond recognition in this decade. The
practice of allocation of resources among different competing entities as well as
its terms by a central authority was discontinued. The secondary market
overcome the geographical barriers by moving to screen based trading

National Stock Exchange (NSE): -


The National Stock Exchange commenced its operational in 1994 as a first step
in reforming the securities market through improve technology and introduction of
best practices in management. It started with the concept of an independent
governing body without any broker representation thus ensuring that the
operators’ interests were not allowed to dominate the governance of the
exchange.

Depository System: -
Before the NSE was setup, securities (Shares) were in physical form. The
transfer was by physical movement of papers. There had to be a physical
delivery of securities a process fraught with delays and resultant risk. The second
aspect of the settlement relates to transfer of shares in favour of the purchaser
by the company. The system of transfer of ownership was grossly inefficient as
every transfer involves physical movement of paper securities to the issuer for
registration, with the change of ownership being evidenced by an endorsement
on the security certificate in many cases the process of transfer would much
longer than the two months stipulated in the Company Act, and a significance
proportion of transaction would end up as bad delivery due to faulty compliance
of paper work, Theft, forgery, mutilation of certificates of a security. All this added
to cost and delays in settlement, restricted liquidity and made investors grievance
redressal time consuming and, at time, intractable.

Indiabulls 22 FMS-IRM
To obviate these problems, the Depositories Act, 1996 was passed. It provide
for the establishment of depositories in securities with the objective of ensuring
free transferability of securities with speed, accuracy and security. It does so by
1. Making securities of public limited companies freely transferable, subject
to certain exception.
2. Dematerialising the securities in the depository mode.
3. Providing for maintenance of ownership records in a book entry form.
Two depositories, viz., NSDL and CDSL, have come up to provide instantaneous
electronic transfer of securities.
The NSE introduce screen based trading system (SBTS) where a member can
punch in to the computer the quantities of shares and the prices at which he
wants to transact. The transaction execute as soon as quote punched by a
trading member finds a matching sale or buys quote from counter party. SBTS
electronically matches the buyer and seller in an order driven system or finds the
customer the best price available in a quote driven system, and hence cuts down
on time , cost and risk of errors as well as on the chances of fraud.

Trade Transaction: -
An Investor can get in two types of trade transaction i.e.
1. Intraday Trade
2. Delivery Trade

Intraday trade: - In this type of trading an investor can buy any share during the
trading session but he has to sell this share before 3 P.M. otherwise the software
of Indiabulls will sell it automatically.

Delivery Trade: - In delivery Trade Investor buy any share during the trading
session but he is no more bound sell it on same day. It is basically for investment
purpose he can sell his share whenever he wants.

Indiabulls 23 FMS-IRM
Indiabulls 24 FMS-IRM
Indiabulls IN JODHPUR
HDFC Bank started with its services on 1st July. It provides best banking and
financial services to the people.
The Branch manager of the bank Mr. Vineet Bhandavet along with his
hard working staff has brought HDFC Bank at the heights, in Jodhpur.

ORGANIZATION STRUCTURE

Branch Manager

Senior Manager Sales

Manager Sales

Senior Relationship Manager Business Development Manager


(SRM) (BDM)

Relationship Manager Business Development Executive


(RM) (BDE)

Associate Relationship Manager


(ARM)
Dealer

Indiabulls 25 FMS-IRM
Branch in Jodhpur

Area: Jodhpur
Address: K.P. Tower, Opp. Kohinoor Cinema,
4th Chopasani Road,
Jodhpur (Raj.) 342008
Tel.: (0291) 5102929, 5101188,
(0291) 5101500
BSE Yes
NSE Yes

Weekday: Monday to Friday: 9.00 – 06.30


Weekend: Saturday: 9.30 – 06 .30
Week Off: Sunday

Indiabulls 26 FMS-IRM
Indiabulls 27 FMS-IRM
Offerings

Indiabulls offers two products: - “Get More At Indiabulls.”


1. NIB - Normal Indiabulls
2. PIB - Power Indiabulls

NIB – Normal Indiabulls: -

“A multitude of ways to access your account either through priority access


to Relationship Manager over phone OR online access to your Account &
Research Tools.”
Enjoy priority telephone access that gives you direct access to your Relationship
Manager.

Stay on the top of your investments with a snapshot of your Account Statements.
Get access to Portfolio statement and access to digital contract notes.

PIB – Power Indiabulls: -

“Trading just got faster”

It is advance trading software which great deals of versatility even at low band
width assuring speed and total functionality ensuring speed and total functioning
of a broker’s terminal. An active trader market execute traders and get
confirmation of the some computers terminal need to be 128 Bits Encrypted
(Supported by explorer version 5 and above)
Regardless of how the market is performing or which way the
economic winds are blowing as traders, are researching, charting, crafting a

Indiabulls 28 FMS-IRM
strategy, buying and selling. Investors are getting in, getting out and moving on to
the next trade. Choose from a comprehensive offering of accounts, platform and
product. Customize technology and services to support the way of work.
Choose from a broad spectrum of sophisticated trading tools using a fast
desktop Trading Software. - Trading just got faster.

Features of PIB:

• Live Streaming Quotes


• Fast Order Entry
• Tic by Tic Live Charts
• Technical Analysis
• Live News and Alerts

Extensive Reports for Real-time Accounting

Indiabulls 29 FMS-IRM
Indiabulls: “ A Cut Above The Rest”
Service Industry is base on differentiation of the product and service Indiabulls is
different from its competitors because of following reason –

 Internal Marketing: -
is to train and motivate employees to serve customers. The selection,
training and motivation of the employees will make a huge difference in
customer satisfaction.
In Indiabulls the employees are well trained and motivated to
work and they work dedicatly. Because Indiabulls know that employee’s
attitude will promote stronger customer loyalty. Indiabulls designed a sound
training programme and support and rewards for good performance. They
can use Internet, internal newsletters, daily remainders, and employee
roundtables to reinforce customer-centered attitude.

 External Marketing: -
Describe the normal work to prepare, price, distribute and promote the
service to customers. Its is mainly for customers to provide better service for
this purpose Indiabulls is providing following unique services to his
customers: -

1. Relationship Managers who are dedicated to supporting customers


trading and investing needs. They always keep in touch with client
and they give various tips to client by which he can invest in good
stocks.
2. Dealers everyday give confirmations of the client’s whole day trading
in the evening after signing out from the Market.

Indiabulls 30 FMS-IRM
Company

Internal External
Marketing Marketing

Indiabulls

Employees Interactive Marketing


Customers

 Indiabulls is providing Funding for trading to its client on nominal rates of


interest i.e. on 18% limit of funding is as follow
Delivery- for delivery trading Indiabulls providing 2 times funding
Intraday- for this type of trading Indiabulls is proving 8 times
funding without charging any interest.

 Indiabulls Equity Analysis Indiabulls provide an analysis of more than


540 companies it include current and future planning of various companies
but this service is optional for client.
Building and maintaining customer’s ideal portfolio
demands objective, dependable information. Indiabulls Equity Analysis
helps satisfy that need by rating stocks based on carefully selected, fact-
based measures. And because we're not focused on investment banking,
Indiabulls don't have the same conflicts of interest as traditional brokerage
firms. This objectivity is an important difference in our ratings.

Indiabulls 31 FMS-IRM
The Indiabulls Equity Analysis model attempts to gauge investor
expectations, since stock prices tend to move in the same direction as
changes in investor expectations.

• Stocks with low and potentially improving investor expectations tend to


receive A or B ratings
• Stocks with high and potentially falling investor expectations tend to
receive D or E ratings

Over the next 12 months, A-rated stocks have a return outlook of strongly
outperforming the market while E-rated stocks have a return outlook of
strongly under performing the market. Find out more about using
Indiabulls Equity Analysis

 In today’s scenario when all services are going to be online or in


electronic form Indiabulls is creating awareness of online trading that
client can trade from anywhere from the World.

 Risk management team of Indiabulls taking care of client portfolio and


whenever the value of his portfolio will go decrease by 30% client always
informed by his Relationship Manager.

 Indiabulls is providing a software called “Power Indiabulls” as describe


above if a client have his own PC and Internet then he can trade from his
home or office.

 In Indiabulls possibility of auction is very less because of large client


base, so he can sell shares anytime.

 Depository Services: -
“Whatever your individual goals, we can help.”

Indiabulls 32 FMS-IRM
Indiabulls is a depository participant with the National Securities
Depository Limited and Central Depository Services (India) Limited for
trading and settlement of dematerialised shares. Indiabulls performs
clearing services for all securities transactions through its accounts.
Company offer depository services to create a seamless transaction
platform – execute trades through Indiabulls Securities and settle these
transactions through the Indiabulls Depository Services. Indiabulls
Depository Services is part of our value added services for its clients that
create multiple interfaces with the client and provide for a solution that
takes care of all client needs

 NRI Account
You can now enjoy the convenience of hassle-free and fast way of
trading in the Indian Equity Markets through Indiabulls NRI Investor
Services Our unique integrated service creates one window for all your
trading, depository and banking needs. You can buy and sell on your
computer using our NRI Trading Account Services, which have been
seamlessly integrated with your Indiabulls Depository Account and with
the HDFC NRE/NRO Bank Account.

We provide full access to the following services to help you trade


seamlessly:

• Indiabulls NRI Trading Account - Provides access to comprehensive


trading tools for independent NRI investors
• Indiabulls Depository Services - Integrated services for seamless
delivery
• HDFC Bank Account - NRE/NRO Accounts with built in tax management
solutions and facility to source all regulatory approvals
• Indiabulls Equity Analysis - Premium Research on 540+ companies
updated daily

Indiabulls 33 FMS-IRM
How can Indiabulls manage its service: -

Word of mouth Personal Past Experience


communication needs

Expected
Service

GAP 5

Perceived Service

CUSTOMER

MARKETER

Service Delivery GAP 4 External


GAP 1 (including pre
Communication
and post
contacts) to customer

GAP 3

Translation
perception into
service quality
specification

GAP 2

Management
perception of
customer
expectation

Indiabulls 34 FMS-IRM
1. Gap between customer expectation and management perception:
Management does not always correctly perceive what customer want. For
intense in Inidabulls a customer is expecting that he can buy share after
deposited require check but he has to wait for 3 days and same happen
with demand draft.

2. Gap between management perception and service quality: Management


might correctly perceive customer’s want but not set a performance
standard. Like a form of an account should passed away from the all
stages of processing but it mostly takes time of 10 days.

3. Gap between service quality specification and service quality: Personnel


might be poorly trained, or incapable or unwilling to meet the standard or
they may be held to conflicting standards, such as taking time to listen to
customer and serving them fast. That is happen in indiabulls.

4. Gap between service delivery and external communication: customers’


expectations are affected by statement made by company representative
and ads.

5. Gap between perceived service and expected service: This gap occurs
when the customer misperceives the service quality. A client may be
perceived wrongly like in infrastructure of Inidabulls but this will solved in
new office of Indiabulls.

Indiabulls 35 FMS-IRM
Promotion: -

Indiabulls is turning to marketing public relations to directly support corporate and


product promotion and image making. Because public is any group that has an
actual or potential interest in or impact on a company’s ability to achieve its
objective. Indiabulls has its team relationship manager that monitors the attitudes
of organization’s publics and distributes information and communications to built
goodwill. They are performing following five functions:

1. Press Relations: - They present news about the organization in the most
positive light.
2. Product Publicity: - All Relationship managers are sponsoring efforts to
publicize product offerings by Indiabulls i.e. NIB and PIB.
3. Corporate Communication: - They promoting understanding of the
organization through internal and external communications.
4. Counseling: - All RMs advise management about public issues and
company positions and image during good and crises.

Indiabulls is promoting its product by advertising by following medium:

• Electronic media: - By advertise its product via Television


• Print media: - By various Pam plates, brochures, etc.
• Canopy: - Indiabulls is now promoting its product by canopies. By
Canopies company can know the potential area of the cities and
segment of population to whom it should target. We also had
canopies in Jodhpur city in following areas
• Basani Mandi
• Mandor Mandi
• Mehta Market
• Pal Road
• Basani Industrial Area

Indiabulls 36 FMS-IRM
• Kazri
• Lic Office
• Hosing Board Office
• Paota

From above campaign we had good result we have come to know that public is
interested to know about Indiabulls and shares trading.

Infrastructure: - Indiabulls also try to demonstrate its service quality through


Physical Evidence and presentation. Because if we talk about online security
trading then we have to say that physical evidence will important for the company
in Indiabulls office all client come everyday and they trade but with the time
passing Indiabulls is growing and number of client increasing day by day so
space of office is not sufficient for both staff members and clients also. To
overcome this problem Indiabulls will shift in new office with and of July.

Summary: -

What a customer expect from the company:

1. Wide range of services under one roof


2. 24 hours support and ease to access
3. Personalized attention

What company offers to its customers:

1. Extensive product range.


2. Enhance customer experience.
3. Personalize service through Relationship Managers.
4. Under stand local market dynamics.
5. Expanding geographical and online presence.

Indiabulls 37 FMS-IRM
6. Provide a wide array of services such as brokerage, depositary services,
mutual fund and equity distribution, commodities trading and consumer
loans.
7. Offer innovative products such as Power Indiabulls and Indiabulls
Signature Client Account.
8. Improve customer education through in-house equity research.
9.

9. Improve customer interface and customer experience through technology.


10. Continually invest in upgrading of systems.
1. Improve speed and quality of services.
12. Enhance data mining to improve risk management processes.

Management
Indiabulls 38
perception of FMS-IRM
customer
Indiabulls 39 FMS-IRM
FORMATING OF DAILY SALES REPORT (DSR): -

Indiabulls 40 FMS-IRM
I have been assigned a work to improve format of daily sales report (DSR) which
used by Business Development Executive (BDE). So I had made some changes
in it to see new format please double click on following format

Indiabulls Indiabulls securities Limited , K.P. Tower , Opp. Kohinoor Cenema, Jodh
S.No. Prospect's name & address Contact no. Occupation Source
Cold Reference

Total Calls
Today
Cumulative For Month
Competitors'
Competitors' ActivitiesActivities Remarks

Some new columns introduced by me in that format these are as following:


1. Occupation: By this column we can know to which segment our BDE is
targeting whether he is using his energy in the right direction or he is
wasting his energy.

2. Existing A/C if any: If prospect have already an account in other


company then we can find out status of competitor.

3. View / suggestions: By this column BDE can ask from prospect / client
his view or suggestions regarding service of Indiabulls it may complains of
any present client of company.

Indiabulls 41 FMS-IRM
4. Competitor’s Activity: BDE can write the activity of competitor’s like any
company may opening account without charging any fee and because of
this our BDE is unable to get his target

Next day contact: Here BDE can mention follow up which will done by him
next day so that he cant bluff and make fool of any one or any of his senior
can do cross checking of his call.

Indiabulls 42 FMS-IRM
Indiabulls
Internship Report
On

“ Study Of Marketing Strategy Of Indiabulls”

(1 May - 30 June)

For the Partial Fulfillment of Second Session of Post Graduate Diploma in


Business Management

From

Faculty Of Management Studies


Institute of Rural Management, Jodhpur
(IIRM Jaipur Network)

Submitted By Submitted
To

CHANDER PRAKASH
PGDBM -2nd Semester
FMS –IRM

Indiabulls 43 FMS-IRM
Indiabulls 44 FMS-IRM