CHAPTER I INTRODUCTION

INTRODUCTION
Airtel the biggest telecom player in Indian market in terms of subscribers and revenue. It is operating in 20 regions of the country. From the days of initiation Airtel maintained an image of better networking, better consumer service in terms of CRM and a brand of high image which in other words can be said as Airtels USP. In Odissa market Airtel entered in the year of 2004 December and within three years of time it captured a lions share in the market. In some of the major cities Airtel is a market leader. After four years of operation in Odissa market Airtel played a game as it reduces the margin from distributor to retailer because it got the brand loyalty from the subscribers and succeeded with its PULLING strategy in the market also with some highly innovative value added schemes. In particular Bhubaneswar market the Airtel faced a great challenge after the reduction in margin. Lots of strikes were done against company and many retailers refused to sale Airtels products and this made Bhubaneswar the toughest market in the Eastern part of the country. It put a challenge in front of the sales team to maximize the sales. Though Airtel has 32% market share in Bhubaneswar but it still facing tough challenge from its rivals. Airtel Subscribers: 1. Total number of subscribers in India is 415,246,442 2. Airtel has a market share of 31.65% of total 101,114,971 GSM customers. 3. Airtel has 23 circles in India, has agreement all over the country except North East provision of the Country. and presently the Number 1 operator in India. in 2009. Airtel also launched in Sri Lanka. 4. Airtel started its operation in Orissa in the year of 2004, 4th Dec.
2

5. Up to the latest report Airtel has a total 29, 96,023 subscribers in Orissa. Airtel in Bhubaneswar:

Population of Bhubaneswar is nearly 7, 00,000 and 40% of this total population uses mobile phones. From total mobile subscribers Airtel has a market share of 32%, having highest market share in the Bhubaneswar region. Airtel has setup 65 BTS (towers), showing its quality and reputation of network coverage. Over 1620 Retailers (registered up to 6th May 2009) available in this Urban area and many more retailers sales Airtel vouchers also (these are not registered). (Those retailers sale Airtel sim are considered to be registered)

NEED OF THE STUDY Airtel is an old & fastest growing company & leading in the communication market providing ever best possible service to the customers. New & advance facilities & plans are being introduced day by day & those are only to satisfy customers taking care of customers need. OBJECTIVES OF THE STUDY 1. 2. Airtel for the retailers. 3. 4. among retailers in the market. 5. To create interest as well as find out the potential new retail outlets
3

To know the distribution strategy of Airtel. To identify the Sales promotion tools used by the To know the effectiveness of sales promotion. To understand the awareness of Airtel products

6. 7.

To analyze the retailers perception towards Airtel To know the satisfaction level of retailers towards Airtel products & services.

METHODOLOGY Data collection: Our study used both primary & secondary data. Secondary Data

I have collected all the details from the FSEs and the team leader of the PK Agency distributor.

Sources of Data 1. PK Agency team leaders personal data. 2. Territory managers personal report behalf of exploration of business. Primary Data Primary data has been collected from the new retail outlets, existing outlets and new Airtel subscribers. Methodology 1. Meeting all the retailers (Those who are interested to sale Airtel products). 2. Explaining about the business and how to incur profit and giving them competitors feedback through one to one interaction.
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3. Creating interest to become a new Airtel outlet by showing leaflets of different features. 4. Finding out the retailers through schedule method. 5. Convincing & creating interest through pushing strategy. 6. All the procedures were recorded through proper questionnaires.

SCOPE OF THE STUDY By this study satisfaction as well as attitude towards the Airtel has been found out, which can be used in strategy formulation in Bhubaneswar, Orissa. 1. Lacking & factor for dissatisfaction has been studied from Retailer point of view which can be taken care & improved. 2. Getting an opportunity to convince & interact with the Retailers. 3. Creating awareness & finding out potential Retailers for Airtel. LIMITATIONS OF THE STUDY At most attention was taken to eliminate any kind of biasness & misinterpretation in the study to get optimum result. Even though the following limitations could have certain degree of impact on the findings. 1. The study was confined to Bhubaneswar, PK agency only which may not represent the real picture of the entire Bhubaneswar market. 2. Many retailers were not interested in Airtel because of steep competition in the locality among retailers. Data collected about satisfaction & awareness level may not represent the real picture as the sample size covered only 423 retailers. Type of Research: A descriptive research has been followed for the study Sampling technique: A cluster sampling has been used for the study.
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Sample Size: 1. Survey for Retail outlets: 423 2. Survey for New Subscribers: 862 3. Airtel special scheme promotion: 11 4. Survey for iBox and PCO: 134 SCHEDULE DESIGN There were different question patterns were designed for individual tasks and informal interviews were also conducted in case of new scheme promotion. Questions those have been filled by us according to the response of the respondents about the different questions & in the mean while their reaction towards the different perceptions towards different communication companies have been observed. There are some general questions to make them comfortable to answer. The parameters that are measured 1. Retailer reliability 2. Customer awareness 3. Customer satisfaction 4. Factor Preference Questions were designed for: 1. Opening up New Retail Outlets 2. New Airtel Subscribers Informal Interviews were followed in case of 1. Special scheme promotion 2. Selling of iBox and PCO.

CHAPTER II HISTORY OF COMPANY

HISTORY OF AIRTEL Bharti Tele-Ventures was incorporated on July 7, 1995 as a company with limited liability under the Companies Act, for promoting telecommunications services. Bharti Tele-Ventures received certificate for commencement of business on January 18, 1996. The Company was initially formed as a wholly-owned subsidiary of Bharti Telecom Limited. The chronology of events since Bharti Tele-Ventures was incorporated in 1995 is as follows: Calendar year & Events 1995

Bharti Cellular launched cellular services'AirTel'in Delhi

1996

STET International Netherlands NV, or STET, a company promoted by Telecom Italia, Italy acquired a 20% quity interest in BhartiTele-Ventures Bharti Telenet launched cellular services in Himachal Pradesh

1997

British Telecom acquired a 21.05% equity interest in Bharti Cellular Bharti Telecom and British Telecom formed a 51% : 49% joint venture, Bharti BT, for providing VSAT services

1998

Bharti Telecom and British Telecom formed a 51% : 49% joint venture, Bharti BT Internet for providing Internet services - First Indian private

fixed-line services launched in Indore in the Madhya Pradesh circle on June 4, 1998 by Bharti Telenet thereby ending fixed-line services monopoly of DoT (now BSNL) 1999

Warburg Pincus (through its investment company Brentwood Investment Holdings Limited) acquired a 19.05% equity interest in Bharti TeleVentures Bharti Tele-Ventures (by acquiring a 63.45% equity interest in SC Cellular Holdings) acquired an effective 32.36% equity interest in Bharti Mobile (formerly JT Mobiles), the cellular services provider in Karnataka and Andhra Pradesh circles

New York Life Insurance Fund, or NYLIF, acquired a 3% equity interest in Bharti Cellular

2000

Bharti Tele-Ventures acquired an effective equity interest of 40.5% in Bharti Mobinet (formerly Skycell Communications), the cellular services provider in Chennai

Bharti Tele-Ventures acquired a 30.2% equity interest of Telecom Italia in Bharti Telenet and 18.8% from Bharti Telecom thereby making Bharti Telenet a 100% subsidiary of Bharti Tele-Ventures

2001
9

Bharti Cellular acquired a 100% equity interest in Bharti Mobitel (formerly Spice Cell ), the cellular services provider in Kolkata Bharti Tele-Ventures acquired an additional 49% equity interest in Bharti Mobinet from Millicom International and BellSouth International, thereby owning 89.5% equity interest in Bharti Mobinet, which was further increased to 95.3% following an issuance of additional equity shares by way of rights issue

2002

Comes out with issue of 18.53 crore equity shares through book building route with a floor price of Rs 45 per share, received bid for 18.55 crore shares. Through the issue, it becomes the first company in India to come out with 100% book building issue

Issue price fixed at Rs 45 per share, floor price fixed by the company. Raises Rs 834 crore Signs MoU with Telia AB to buy out their 26% stake in Bharti Mobile

2003

Company accorded its approval for amalgamation of its subsidiary companies viz: Bharti Telenet Ltd, Bharti Telesonic Ltd, Bharti Broadband Networks Ltd and Bharti Comtel Ltd through scheme of Amalgamation. The merged entity would be renamed as Bharti Infotel Ltd

Bharti Group's cellular brand Airtel has unveiled free multimedia messaging services (MMS) for its customers. The company has also rolled

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out pan-India GPRS (General Packet Radio Services) for its corporate subscribers

2004

AirTel enrolls 50,000 customers in its mobile service in 60 days Launches WAP enabled portal Service in Kerala

2005

Bharti Cellular's AirTel has extended its mobile connectivity to Karaikkal, Nagur, Mannargudi and Kovilpalayam in Tamil Nadu circle. AirTel launched a family pack for its post-paid customers in Chennai on January 29. According to a press release, the family pack may have a maximum of 10 members spread across the country. The combined basic plan fixed charges/rental of all family members in the pack will have to be equal to Rs 450 but less than Rs 1000 for the family 450 pack and above Rs 1000 for the family 1000 pack. The offerings under family pack 450 include 15 free mobile to mobile STD minutes within the family, 50 free local calling minutes to each family member, calls within the family in same circle at 50 paise per minute, 25 free local SMS and one subscription alert service free for 3 months.

2006

Airtel unveils Re 1 STD plans

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Airtel launches NetXpert. Airtel launches Post2Pre recharging service on April 04,2006. Mobile service provider Airtel today announced the launch of `Save My Phone Contact' service for its pre-paid and post-paid customers in Delhi Bharti Tele Ventures bags 'Wireless Service Provider of the Year' & 'Competitive Service Provider of the Year' awards

2007

Bharti Airtel on Feb 11, has been awarded QCI-DL Shah National Award on Economics of Quality. Bharti Airtel Ltd on April 01, 2007, has announced the reduction in International Long Distance Tariffs (ISD) for all its mobile customers in India.

Airtel signs agreement with HTC for touch screen mobile.

12

2008

Bharti Airtel Limited Q3FY08 : Robust Growth Revenue for Quarter Crosses US$ 1.75bn. Bharti Airtel crosses the 60 million customer mark Sunil Bharti Mittal Awarded Global Telecom Sectors Highest Honour Airtel launches web portal airtellive.com Bharti Airtel partners with 15 global telecom majors to build Europe India Gateway (EIG), a cable system from India to United Kingdom Bharti Airtel and Apple to Bring iPhone 3G to India Airtel launches Mobile Services in Lakshadweep Bharti Airtel to Bring iPhone 3G to India on August 22 Airtel and HP collaborate to promote Broadband and PC Penetration Airtel launches services in the UK to connect NRIs to India Airtel makes its television debut - Set to redefine home entertainment with Airtel digital TV Hello Sri Lanka says Airtel Bharti Airtel Partners with VIRTELA to Strengthen International MPLS Connectivity Bharti Airtel wins top honours at the 7th Frost & Sullivan ICT Awards 2008

2009
Bharti Airtel and Australia Japan Cable collaborate to create a new connectivity solution to Australia from Singapore and the US Bharti Airtel crosses 100 million customers mark Royal Government of Bhutan to partner with Airtel for fulfilling its 2013 ICT vision Alcatel-Lucent & Bharti Airtel appoint CEO of their managed services joint venture for broadband & telephone services Airtel launches m-Commerce service on Voice

13

CHAPTER III COMPANY PROFILE

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COMPANY PROFILE Bharti Airtel Type Public, Listed on BSE Founded 1985 Headquarters New Delhi, India Key people Sunil Mittal (Chairman and CEO) Industry Telecommunication Products Mobile and Fixed-Line Telecommunication operator Revenue $6 Billion Website www.airtel.in Bharti Airtel, formerly known as Bharti Tele Ventures Limited (BTVL) is India's largest and Worlds third largest cellular service provider with more than 83 million subscribers as of April 2009. It also offers fixed line services and broadband services. It offers its TELECOM services under the Airtel brand and is headed by Sunil Mittal. The company also provides telephone services and Internet access over DSL in 14 circles. The company complements its mobile, broadband & telephone services with national and international long distance services. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. SingTel owns over 30% of the Bharti Telecom. Bharti Airtel Indias largest integrated and the first private telecom services provider in all the

15

Telecom circles. With its world class products and services, Bharti Airtel since its inception, has been at the forefront of technology and has steered the course of the telecom sector in the country. The businesses at Bharti Airtel are structured into three strategic business units (SBUs) Mobile Services, Telemedia Services & Enterprise Services. The Mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles, Telemedia Services business offers broadband & telephone services in 94 cities. The Enterprise services provide end-to-end telecom solution to corporate customers and additionally provide national & international long distance services to carriers. We have recently forayed into Media Business by launching our DTH Services in October 008. All these services are rendered under a unified brand Airtel. Bharti Airtel serves over 82mn customers as of October 31, 2008; of whom 80,199,747 subscribe to GSM services and 2,549,043 use Telemedia Services either for voice and/or broadband access delivered through DSL. They are the largest wireless service provider in the country, based on the number of subscribers as of October 31, 2008. Bharti Airtel has a dominant position in the GSM services with a market share of 34.5 % as of September 2008. The company also deploys, owns and manages passive infrastructure

pertaining to telecom operations under its subsidiary Bharti Infratel Limited. Bharti Infratel owns 42% of Indus Towers Limited. This has been incorporated with an objective to provide Shared Telecom Infrastructure to telecom operators across the world on a nondiscriminatory basis. Its commitment towards continuous innovation will enable optimization of future tower rollout and enhance operational efficiencies and result in substantial cost savings for its customers.
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The strategy of de-coupling infrastructure and backend processes from the core sales and marketing function was a strategy pioneered by Airtel and then implemented by a number of other companies. Bharti is the total telecom provider for Indias large enterprises. It harnesses the power of alliances to combine with ownership of media and technologies to create business-enabling end-to-end solutions. Bharti work closely with their enterprise customers to uniquely address all their strategic connectivity needs, by using a mix application of technologies. The entire organization is tailored to bring focus to our customers need through a unique multi-dimensional structure; Airtels philosophy is Value Creation for the customers. Therefore it creates solutions that are flexible, scalable, robust Business process management system which helps in monitoring of output performance of processes in the form of Non Financial Parameters which are reviewed at different levels i.e. Location, Regional, Functional, National and crop office level. Continuous process improvement happens within the organization based on Voice of customers using six sigma methodology and knowledge management. The organization has been in six sigma champions, black belt, green belts, and yellow belts. All AES employees are trained in the strategy, statistical tools and techniques of Six Sigma quality. Business Strategy To capitalize on the growth opportunities that the company believes are available in the Indian telecommunication market and consolidate its position to be the leading integrated telecommunication services provider in the key market in the India, with a focus on providing mobile services. Focus on maximizing revenues and margins.
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 Capture maximum telecommunication revenue potential with minimum geographical coverage. Offer multiple telecommunication services to provide customers with a one-stop shop solution. Position itself to tap data transmission opportunities and offer advanced mobile data services. Focus on satisfying and retaining customers by ensuring high level customer satisfaction. Leverage strengths of its strategic and financial partners. Awards and recognition Bharti Airtel has received recognition for its innovative practices across the world, some are as follows: 3rd Largest Wireless Operator In The World, Largest Private Integrated Telecom Company In India, Largest Wireless Operator In India, Largest Private Fixed Line Operator In India, Largest Telecom Company Listed On Indian Stock Exchanges. Sunil Bharti Mittal, - GSM Association Chairmans Award 2008, Padma Bhushan Awards In 2007. Airtel Was Chosen As The 2nd Most Trusted Service Brand In India In The Most Trusted. Brands 2008 Survey Conducted By The Economic Times - Brand Equity Awarded With Top Honors At The GSM Mobile World Congress Conference 2008 In Barcelona for the Category Best Billing/ Customer Care Solution.

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 Adjudged As the Best Carrier IndiaAt the Telecom Asia Award 2008, Gallup Great Workplace Award For 2008, Ranked 2nd In the Survey of Indias Most Respected Companies by Business world 2007, Adjudged As Company of the Year At the CNBC India Business Leader Awards2007. Economic Times Company of the Year 2007 Award for Corporate Excellence Gallup Great Workplace Award for 2008 -Airtel is one of the only 20 companies worldwide and the only company from India to receive the prestigious award. After the proposed network expansion, an additional 30,000 towers will result in the company achieving 70% population coverage. Bharti has over 39 million users as on March 31, 2007, It has set a target of 125 millionsubscribers by 2010. Prepaid customers account for 88.5% of Bhartis total subscriber base, an increase from 82.7% a year ago. ARPU has dropped to Rs 406, Non-voice revenues, (SMS, voice mail, call management, hello tunes and Airtel Live) constituted 10% of total revenues during Q4, lower than 10.7% in the Q4 of the previous year. Blended monthly minutes of usage per customer in Q4 was at 475 minutes.Has completed 100% verification of its subscribers and in the process disconnected three lakh(300,000) subscribers Bharti Airtels enterprise Services, President - David is busy connecting India to Europe. Airtel Vision To provide global telecom services and delight customers By 2010, we want Airtel to be the most admired brand in India. Loved by more customers Targeted by top talent Benchmarked by more business Airtel Mission
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We will meet the mobile communication needs of our customers through: Error-free service delivery Innovate products and services Cost efficiency Unified messaging solutions

CHAPTER IV PRODUCTS OF COMPANY

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PRODUCTS OF AIRTEL SIM (Security Identification Module)

The base product of company, required for new subscriber. Now Airtel provides this sim with 64kb memory. The cost of sim to company is Rs 40/- with life time option. The sim is provided to the company at free of cost which the retailer can sale at maximum Rs 100/- .

LAPU: A SIM is provided to retailers from the company at free of cost for providing easy recharge service. Only regular retailers have this facility. This SIM has a memory of 128kb and specially designed for easy recharge purpose. A retailer has minimum 5 easy recharge customers per month, failuring this target the SIM will be automatically deactivated. This SIM has also Rs 300 talk time free Airtel to Airtel.

PRIMARY (The products those are supplied to the distributor from the company is said to be Primary) SECONDARY(The products supplied to the Retailers from the Distributors through FSEs is said to be Secondary) TERTIARY(Here the Retailer sold the products to the customers)

21

Recharge voucher:

In Every 1000 rupees of easy recharge the retailer must have to keep 33% of paper vouchers where the distributor has to keep 35%. Recharge vouchers are available at different costs from Rs 10/- on words and easy recharges are available from Rs 30/- on words. Paper voucher is maximum available up to Rs 120/- where easy recharge is available up to RS 10,000/-.

Airtel PCO & iBox: Airtel is also providing the PCO services in Bhubaneswar region. They provide this facility in two ways. 1. iBox (Coin Box) 2. PCO (like BSNL land line facility) Airtel PCO As the PCO of Airtel is divided in two categories and as per the category their is significant price differentiation also available. The cost of the Airtel or Coin box is Rs. 2985/The cost of the Airtel PCO is Rs. 1985/These are the cost to the distributor (minimum selling amount).

22

Airtel PCO scheme:

Monthly Recharge scheme: Here the retailer has to recharge the PCO monthly wise. The cost of the recharge voucher per month is Rs.400/- and its validity is for 30 days. At this cost of recharge the talk time is Rs.356/-.

Airtel also provides the facility for the one year recharge. The cost of the recharge voucher is Rs.600/-.Though the validity period for this recharge is 1 year but Airtel dose not provide any talk time on this. In this recharge voucher the talk time is 0.Here Airtel provides Top up facility for further recharge .The cost of the recharge is Rs 200/- , here the retailer will get a talk time balance of Rs. 178/- where there will be free offer the retailer will get, that is Airtel to Airtel free talk time of Rs. 500/-.

If the retailer will loose its recharge period then he will be unable to call through the PCO.A situation where there will be no connection. At this situation the company provides a special voucher, named Validity extension voucher. Here the cost of the voucher is Rs.51 and it is valid for 10days.

Promotional Offer for PCO and iBox (Coin box) during April 2009:

When any new retailer will have a new connection. At the installation cost, he will have a talk time of Rs. 500/- as main balance valid for a month. And will have a balance of Rs.1500/- Airtel to Airtel valid for next 6 months.

In the month of April Airtel provided a special offer on PCO for their sales maximization in PCO. Here the special offer is that Reduction the in cost of the Annual Recharge Voucher. Before this scheme the cost of the Airtel
23

annual voucher was Rs.600/-, and during this offer the company provided this voucher at the cost of RS. 400/-. PCO Sales Problems: Stiff competition from TATA INDICOM, RIM, BSNL TATA is preferred as it has less investment comparatively to Airtel and RIM (All of us mobile phones so why should I install a coin box. Maintenance problem occurs a lot with Airtel as the service provider is unable to do so.) (The company made a calculation that if any retailer will have minimum 9 customers for PCO/iBox then retailer will reach to the break even point on his investment. The next one will be his profit.) (HERE DETAILS OF THE PCO & iBox IS PROVIDED.) Table: 1 iBox Pricing and PCO pricing Parameter Customer Price FAT(A2A) FAT(A2All) Total Talk Time total coin collection @ 0.67 paisa effective cost to operator Validity main A/C (months) Validity dedicated (months) PCO Phone 1984 1000 500 1500 2239 -240 1 4 2975 1500 500 2000 2985 315 1 6 iBox

Voucher denominations PCO section

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Maximum Service price Rs decrement local Rs talk time Roi % validity days

398 0.67 354 33 30 iBox

598 0.67 532 33 45

1398 0.67 1244 33 60

talk time Roi % validity days Operator price Table: 2

356 33 30 400

178 33 0 200

Comparison of Airtel iBox with other operators Parameter time hrs investment BSNL Y 72 * 7000 to 8000 3000 2222 lowest investment TATA Y 72 RIM N 72 Airtel

Security deposit Y

rcv

post paid

paper voucher

Paper voucher

easy recharge

Top ups

N Rs 100 for 10

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validity next quality of ocb service battery space required integrated ISD in ccb

N na * N more N

days Local 48 Y M N

n Local 48 72 Y M N

Y Visiontek ccb cases soled through phone and sms Y little as all

Features of iBox 16*1 back light LCD Inbuilt fwt + 4.5 ah battery Automatic coin collection on call maturity Programmable 1,2,3 coin options Network sim and bts locking provision Low power consumption. Battery back up 4 to 5 hrs Incoming call restriction Battery low message on lcd Caller id

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PCO 1. Call charges are displayed on the screen 2. billing printer support (optional) 3. booth display support (optional) 4. daily ,monthly, yearly call reports 5. last 200 call details (date/time/value of the call) 6. limit/no limit calling mode 7. long beep at the start and end of the call 8. Internal battery with 2-3 hrs and stand by time of rs 6 hrs. 9. external adapter cum charger 10. polyphonic ring tones 11. Airtel logo and tune at the time of booting the phones. 12. hands free speaker phone 13. phone book Airtel Retail Outlet Retail Outlet means those shops which sales Airtel products (SIM, vouchers).Airtel maintains a category for its retail outlets. In Bhubaneswar there are total 2529 outlets which registered, 690 iBox and 230 PCO (Up to 22nd August 2009) Airtel Navaratna: The Airtel NAVARATNA award is a special way to encourage and appreciate the retailers performance. This award is given to those retailers
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who are capable of doing a business of Rs.50, 000/- and above with 50 or more SSO activation. It is mandatory to achieve both parameters to be awarded. (The company puts a sales target of 10% increment on each current months sales) Competition margin in the Bhubaneswar market for all the Service Providers. The margin has lots of importance because as per this the Company can have more number of Retail Outlets, through which the sale can be pushed. Retailers margin compared with other service providers Table: 3 a. Types of outlets b. Margin a. CATEGORY WISE MOVEMENT(Types of Outlets) Outlet Type as per SSO(sale/activation) (Outlet Type as Per Turn over monthly) SSO Outlet Activation Cat A Cat B Cat C Cat D Cat E >1,50.000 60,000 to 1,50,000 30,000 to 60,000 15,000 to 30,000 <15,000 S1 S2 S3 S4 S5 S6
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Type

Turn Over in Rs.

Type 75+ 50 to 74 30 to 49 11 to 29 5 to 10 1 to 4

Number of

b. COMPETION MARGINS ( for Urban) OPERATOR ETAILER(PCO) DISTRIBUTOR RETAILER DISTRIBUTOR(PCO)

Airtel Vodafone Aircel BSNL TATA RIM RTL Virgin !dea

1.3 1.5 2 1.5 1.8 1.5 1.0 3

2.7 3 5 4 3 3 3

1.3

2.5

(Airtel has 32% market share in Bhubaneswar market) Airtel in Bhubaneswar Market Number of distributor in Bhubaneswar: In Bhubaneswar region there are total 4 distributors. (Table: 4) Name of the Distributor PK Agency JD Distributor Kamala Agency Tirupati Distributor Number of FSE 8 4 2 1

PK agency has the maximum area coverage in Bhubaneswar region. I have analyzed its FSEs target and achievement. Table: 5
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FSE Achievement (July 09) PK AGENCY REPORT(Airtel Distributor ,Bhubaneswar Region) NAME O/Lt PCO Prasanna 0 Chitta 0 Ranjan 0 Prafulla 0 Ananta 0 Samir 0 Pradip 0 Sing 0 Total 0 Total revenue earned in the month of April 2009 is Rs 1.023 core. (Exact amount not provided)
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Activation Revenue 295 333 511 226 182 95 113 361

LSO 99 108 74 85 78 82 57 92

SSO 65 73 41 65 51 44 43 73

New 0 0 0 0 0 0 0 0

2116

675

455

On 8th April 2009 !dea entered into the Bhubaneswar market and started pushing their products. Though !dea sold at very low price with lots of facilities with a aggressive sales force and with advertisement they started an immediate response from new subscribers and from students this caused a decrease in Airtels sales and creating new subscribers. Airtel miserably failed to achieve their target and they achieved the 17% less than the target of previous month March 2009. Target setup for month of May with some new offers and aggressive selling strategy. As per the sales strategy there is a 10% hike in each individuals target from previous month. Here the target for PK agency is provided bellow: Table: 6 Current Month Target (August 2009) PK AGENCY REPORT (Airtel Distributor ,Bhubaneswar Region) NAME Prasanna Chitta Ranjan Prafulla Ananta Samir Pradip Sing Total Table: 7
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Activation Revenue 541 547 798 441 391 176 167 557 3618 1814990 2037136 1584210 2048090 1259201 920727.1 914150.6 1403274

LSO 119 130 89 102 94 98 68 110

SSO New O/Lt PCO 78 88 49 78 61 53 52 90 549 20 22 15 17 16 16 11 18 135 3 3 3 3 3 3 3 3 24

11981778.7 810

Target for the interns during SIP (in Bhubaneswar region):

Target & Achievement During SIP NAME College NEW OUTLETS Target Pradeepta IPE, Hyderabad 13 I have worked for 6 weeks SSO locations SIM Sold Through Canopy (7 days) Turning Point (7 days) Mobile & Mobile (5days) Nigam International (14 days) Total Target 60 100 50 480 900 Sold 94 163 39 287 839 1422 75 Achieved 52 5 0 15 PCO iBox Achieved Target

Achieved Target

Jaidurga Communication (7 days) 210

SSO, It was a group task where other targets were individual (In a weak 15 new outlets, 1 PCOs and 3 iBoxs were the target for the interns) Minimum cost of an iBox was Rs 2975/- and cost of PCO was Rs 1975/-. A new outlet has to take minimum vouchers of cost Rs 1000/-. Sales of SSO were under a special scheme. (This scheme can not be mentioned on the project report but can be discussed with internal/external Guide and at the time of presentation)

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SIM activation procedure: (During training I had informed and demonstrated this procedure to the new outlets) SIM is provided by the company to the distributor and the distributors supplies the sim as per individual Retailers demand. The sim initially is not activated, after any subscriber bought this sim then the retailer uses a special procedure through its LAPU sim to activate that sim. But during recent scenario maximum retailers are supplying activated sims to the retailers that the new subscriber can easily use the new sim without any delay in the service. To activate the sim following procedure is followed Step1: The retailer sends a sms through the LAPU.

Step 2: This sms reaches to 59109 (technical section) and then 3 new sms comes in return one to Retailer, next one to FSE and the last one to the Distributor. Step 3: Then the distributor send a new sms.

After this the new sim will be activated and will be ready to use. As now a day in the Bhubaneswar market the distributors are providing retailers activated Sims. If any new person will subscribe the to a new connection the retailer provides him the way to activate the sim. The new subscriber can only get this sim after paying the cost of sim, providing necessary and original documents required and after getting the confidence of the retailer that the provided documents are valid. After the new subscriber bought the sim, 1st that person has to insert the sim in the mobile phone and
33

then has to call 123, (Airtel customer service number (toll free)). Then the sim will be automatically activated and will be ready to use. Necessary Documents for New Subscription: 1. The new subscriber must have to be an Indian citizen. 2. He/She has to give one latest his/her photo. 3. Any valid document showing his nativity or residential proofs like Pass Port, DL, Voter ID, home electricity or phone bill(land line, BSNL preferred) etc. Actions on Fake documents: 1. If the documents are known to be fake or doubtful then the connection will be cutoff immediately. 2. Legal action can be taken against the retailer or the distributor for this negligence. How to check the authenticity of the sim and the number at the distributor/retailer level: Sometimes the AEAF contains some error on the sim number or mobile number. The retailer or the distributor can directly check the authenticity of this trough special Airtel service. They can do a sms to know this. By using this service they can get the conformation on the sim and mobile number at the basic level.

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CHAPTER V DATA ANALYSIS & INTERPRETATION

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DATA ANALYSIS & INTERPREATION As per the requirement the overall strategy was divided in certain categories. 1. Informal interviews were conducted for Airtel special scheme promotion and for sales maximization of iBox and PCO. 2. New subscriber analysis and new outlet opening analysis were done through proper questionnaires. 3. The market analysis was done through informal interviews and also information extracted from the retailers by visiting the outlet as mysterious customers. 1. Market Analysis In the month of April !dea came to the Bhubaneswar market with better offers and with more talk time, free talk time at a lower cost. They have implemented a better strategy and covered up maximum retail out lets. They are providing the margin as per the market term (3% to retailers) ,but the most important thing is that, they are providing Electronic boards to the outlets at instance and spreading information rapidly among demographic dividend about the free offers. This results a ve growth in Airtel. As the FSEs also complained that the retail outlets prefer !dea and Vodafone rather than Airtel.They were pushing !dea and Vodafone new sims rather than Airtel. So, I did a job of Retailers analysis with a team of 3 after consulting with territory manager and with his proper guidance. Our objectives are

Finding out the top (Airtel Navaranta awarded) retail outlets and also some other outlets in the prime locations of Bhubaneswar region.
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Extracting information from them about At what cost they are selling Airtel sim. What the retailer prefers to sale (which sim they are trying to push out) by what information providing to the customer These are the thing that I have to extract from the retailers. We worked in

team covered up maximum retailers possible in the given time period (2 days) after making a list of top retailer outlets.

Our approach towards retail out lets to extract information.

Directly going to the shop and asking the sales person about Airtel sim cost with life time validity and about the tariff chart of Airtel as customer. Meeting the shop owner and showing them as we are students of the Vani Vihar University and doing a survey on SSO in Bhubaneswar market. Through this way we extracted the information about the retailers preference. Got the information on which brand the retailer is trying to push out.

Going to the shop as a customer and asking for a brand of the sales persons choice as I need cheep network with more talk time.

(All the procedures are informal in nature, no prior questions were made a informal approach was taken to get the information) Suggestions after the analysis report to the Territory Manager:

Spread the information among public about the cost of the sim. Put canopy and sale sim after consulting with retailers.
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Sale sim in coaching institutions at cost to company.

Recommendations and Actions on my suggestions:

Put canopy in some prime locations of Bhubaneswar and selling the sim at the cost of Rs 40/- cost to company with special recharge voucher(power plus) of Rs 39/- which is valid for 3 months instead of 1 month.

Some retailers were taken into consideration and they allowed us to go with the above proposal. During the promotion we are saying this offer is from the Particular Retailer who has agreed with the proposal. That later that Retailer can have customers and will sale the sim and voucher at this proposed scheme.

Outcomes:

In the 4 prime locations canopy was setup for 7 consecutive days. 94 SIMs were sold out during this period. Maximum of the Sims were recharged with Rs 39/- power plus and the retailer got a benefit of Rs. 10/- on each recharge.

Overall outcome:

Some Sims were sold out during this period but the overall market remained same as this project were done only for 7 days and can not be continued for more period because of high atmospheric temp.(over 42 degree centigrade) and high humid condition in Bhubaneswar town.

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(Details of the Analysis is provided Bellow)

Special Scheme Promotion & Analysis: Looking at the present situation the company has made a special offer for Orissa circle. This offer is for retailers. The main reason for this offer is to push the retailers to sale Airtel. Airtel announced that if any retailer will be able to sale more than 1000 sim within 90 days then that retailer will be awarded with a Hero Honda Passion Plus bike, which costs Rs. 49,000/- in the market. The company was not going to provide any financial help or promotional help to the retailers. The cost of a new Airtel sim with Life time is Rs. 40/-. It is cost to the company. The retailers can sale a life time sim maximum Rs 200/- and minimum amount that they want to sale depends upon them. But they have to pay Rs.40/- to the company. No product sold to the retailers in credit. So it depends upon the retailer at what price that they can
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sale but they have to achieve that target within 90 days. They can only get the help from Territory Manager. After this scheme the territory manager informed the elite retailers as well as other retailers and assured them to help. In the Bhubaneswar region 4 elite retailers at first were interested in this new scheme. I had a task to talk to the retailers behalf of their plan how to sale the sim with this span of time. To help them in their decision making and for their sales promotion, distribution, helping them to sale the sim, informing public in that locality on this scheme and to help the retailer to make their advertisement. Finally informing the Territory manager on the retailers activities. With the team, I managed to convince 4 retailers to accept this scheme. From these 4 outlets 2 were awarded with Airtel Navaranta. The pricing decision of the SIM was taken by the retail outlet owner and with Territory, Zonal Manager. My team was in the task of outlets advertisement about their offer in the near by areas and to handle their sales for the initial days. Strategy followed for the scheme: Objective: To convince maximum to maximum numbers of retail outlets to accept this scheme. Methodology Secondary data: The data was colleted from the Airtel head office in Bhubaneswar. They provided all the list of top 18 retail outlets under PK Agency. These outlets are Navaratna awarded. Primary Data: Data collected from all the top retail outlets. Through conducting an informal interview. Methodology: 1. The entire 18 outlets previous 6 months sales were analyzed. 2. The locations of those outlets were properly studied. 3. Made one strategy how to help the retailer for their sales promotion.

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(The Territory Manager, PK Agency staffs were cooperated and provided necessary advice for this schemes successful implementation) Strategy followed to convince the retailers: 1. The scheme was properly informed to the retailer. 2. Company provided the guaranty of sales promotion for the retailer during initial period. 3. Company provided the assurance to help the retailer how to implement the scheme that the retailer will incur minimum loss and will have the maximum profit. Outputs of the Strategy 1. The ZSM & Territory Manager helped the retailer for their planning and implementation. 2. The distributor provided the SIMs, documents in proper time and collected the documents twice per day. 3. Company provided canopy to the concerned outlets that they could sale the SIM at near by locations. 4. The company provided the help of Summer Interns to assist the outlets for their sales promotion during initial days. The sales promotion method started with brand name of Airtel. Following steps are followed in the entire project. STEPS FOLLOWED 1. Putting advertisement boards and hording near by locations and putting some posters near by shop with their acceptance. 2. Informing coaching institutions on this offer. 3. Putting Canopy from 5PM to 10 PM near by prime locations.
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Analysis and interpretation of survey of new Airtel subscribers: Objective of the study is to know the new subscribers acknowledgement towards the preference for Airtel. Why a customer is interested to be an Airtel subscriber? What a new subscriber thinks about Airtel was the inherited reasons for interpretation. (Reason for buying a new Airtel sim) A. COST of SIM: Though the SIMs were sold under a special scheme, so the cost of SIM was less compared to other outlets.61% persons agreed that they are buying Airtel sim because the cost of the sim is very less* and this is the only reason that they are interested not to miss a chance of buying a new sim at this special cost with offer. Where 22% agreed that they need to subscribe Airtel sim and 15% stand neutral. So the overall outcome interoperated as the low cost is the main reason for the sales of SIMs. B. Regular Uses: From the total sample size that I had taken only 45% of them were agreed that they will regularly use the Airtel sim and 46% said that they will keep it and 69% of subscribers were agreed that they will have the sim with them and will only use at the time need. From this above analysis the outcome is that maximum of the new subscribers will keep the sim with them and will use it when it would be needed. Only 45% accepted that they will be a regular user of Airtel. (Where Airtel stands as per new subscribers perception)
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A. Service: Airtel is not considered as a better back door service provider for its subscribers in the market though it got a response of 24% (highest response) but its near by competitors are not so far behind from it as response for Aircel 21%, 19% for BSNL, 22% for Smart were there. So overall interpretation is that Airtel must have to be more customer oriented and to provide better customer care facility. B. Network Coverage: 33% of subscribers accepted that Airtel provides the best networking in Bhubaneswar and its near by interior areas thats why they have to keep a Airtel sim that they can use it at the time of need. Except BSNL (27%) others are not a competitor of Airtel. C. Tariff and VAS: When this particular sector was analyzed Airtel is lagging behind (Tariff). In the month of April 2009 !dea entered the market with lots of offer and it was responded highly as they were providing (New SIM with Life Time + Rs 50 talk time + power plus(valid for 6 months) + Unlimited free talk time !dea to !dea) @ Rs 50. As the tariff was considered Airtel got only .04% response where !dea got a response of 35%. Its overall outcome was that subscribers were not happy with Airtel tariff as they said it very costly. As VAS is considered Airtel is better than its comparators. Airtel got a response of 23% but Vodafone produced a grate challenge as its extensive and expressive promotion during this period of April and mid May as the IPL was going on.
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D. Availability: In this category all the network providers were all most nearly as the maximum responses were went to 19% against Airtels 17%. The overall out come of this analysis was that either the Airtel distributors provide more FSE or increase their salary by a small margin. (OVERALL outcome from these analysis is that Airtel is a market leader no doubt about it as it received 29.64% of responses. But it must have to look in certain areas like Tariff and distribution system and customer cares to gain a better margin than its competitors.) Analysis for opening New Outlets

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Reasons for a retailer to be an Airtel outlet 1. Demand in the market for Airtel sim and vouchers as the outlets agreed maximum persons are asking for Airtel vouchers. 2. Maximum of the retailers also accepted that in market Airtel has maximum number of subscribers. 3. Airtel is proving fewer margins compared to other network service providers but most subscribers are attached with Airtel a biggest reason for a retail outlet to start this business. 4. Many of the present outlets are not happy with the FSE as they are providing the vouchers and other products in proper time (distribution problem). 5. Airtel Company is trying to open more and more outlets but FSEs are not so interested to open in a large number as their work load will be more and they have to achieve more target. 6. In some areas there is significant number of outlets that the individuals business is affected by this steep competition. 7. Some outlets demands electronic add board but distributors are unable to providing in time. 8. The overall outcome depends upon the Demand in the market for Airtel which is driving customers towards Airtel. 9. Maximum of retailers accepted that I. Maximum numbers of working professionals are interested for Airtel. II. Though Bhubaneswar market is full of business men they also keep an Airtel for their emergency use, not a regular use. III. Students are not showing any interested in Airtel, very few responses from them. 10.Retailers agreed that Airtel is no mort pulling product.
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Strategy for Sales of PCO and iBox Objective Airtel is a market leader in Bhubaneswar in terms of prepaid subscribers. But it faced a real tough competition in sales of iBox and PCO sets. I had taken to maximize the iBox and PCO sales as an challenge. I had followed certain strategy to sale my products 1. Scan the market. 2. Made a comparative analysis for Airtel product. 3. Made a SWOT analysis of iBox and PCO. 4. Collected primary data from outlets (iBox and PCO) 5. Spread the information among the outlets about Airtels iBox and PCO offer. Methodology Primary data: 1. Two types of questionnaires were designed for surveying outlets. 2. 1st Reliance and TATA Indicom coin box holders were surveyed. 3. 2nd PCO holders were surveyed. 4. Airtel iBox and PCO holders were surveyed.

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Methodology: Three different types of surveys were made and their results were properly analyzed then I had made my strategy how to maximize the sales. A. 50 TATA Indicom coin box & PCO holders were surveyed. B. 34 Reliance coin box holders were surveyed. C. 78 BSNL PCOs were surveyed. The survey was conducted as an Informal interview process to extract the information from the outlets. The main purpose was to make conformation why retail outlets are interested in Airtel iBox & PCO. The interpretation of survey and analysis 1. TATA Indicom provides better margin. Its calling charges are less compared to others. Better quality product and service facility is better. It also provides life time offer. (Though it first introduced this operation so it has nearly captured the market leaving little space for the competitors) 2. Reliance is not so famous among retailers but its profit margin is better. 3. BSNL pco holders earn maximum profit as per the retailers point of view. Reason of low sales for Airtel iBox / PCO

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1. Less margin 2. Late entry into the market. 3. Inactive sales force.(FSEs are not so much interested to maximize this sales) 4. Airtel PCO facing the worst competition from its competitors as only 26 PCO was in the market during last 17 moths. 5. Some retailers were interested in Airtel iBox as its profit margin is better. 6. Because of special offer during April 2009 some iBox were sold. 7. Though Airtel is a market leader in terms of prepaid GSM service, this is the only major reason taken to be considered for sales maximization of Airtel iBox. SWOT ANALYSIS Strengths 1. Bharti Airtel has more than 100 million customers. It is the largest cellular provider in India, and also supplies broadband and telephone services - as well as many other telecommunications services to both domestic and corporate customers. 2. Other stakeholders in Bharti Airtel include Sony-Ericsson, Nokia - and Sing Tel, with whom they hold a strategic alliance. This means that the business has access to knowledge and technology from other parts of the telecommunications world. 3. The company has covered the entire Indian nation with its network. This has underpinned its large and rising customer base. Weaknesses

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1. An often cited original weakness is that when the business was started by Sunil Bharti Mittal over 15 years ago, the business has little knowledge and experience of how a cellular telephone system actually worked. So the start-up business had to outsource to industry experts in the field. 2. Until recently Airtel did not own its own towers, which was a particular strength of some of its competitors such as Hutchison Essar. Towers are important if your company wishes to provide wide coverage nationally. 3. The fact that the Airtel has not pulled off a deal with South Africa's MTN could signal the lack of any real emerging market investment opportunity for the business once the Indian market has become mature. Opportunities 1. The company possesses a customized version of the Google search engine which will enhance broadband services to customers. The tie-up with Google can only enhance the Airtel brand, and also provides advertising opportunities in Indian for Google. 2. Global telecommunications and new technology brands see Airtel as a key strategic player in the Indian market. The new iPhone will be launched in India via an Airtel distributorship. Another strategic partnership is held with Blackberry Wireless Solutions. 3. Despite being forced to outsource much of its technical operations in the early days, this allowed Airtel to work from its own blank sheet of paper, and to question industry approaches and practices - for example replacing the Revenue-Per-Customer model with a Revenue-Per-Minute model which is better suited to India, as the company moved into small and remote villages and towns. 4. The company is investing in its operation in 120,000 to 160,000 small villages every year. It sees that less well-off consumers may only be able
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to afford a few tens of Rupees per call, and also so that the business benefits are scalable - using its 'Matchbox' strategy. 5. Bharti Airtel is embarking on another joint venture with Vodafone Essar and Idea Cellular to create a new independent tower company called Indus Towers. This new business will control more than 60% of India's network towers. IPTV is another potential new service that could underpin the company's long-term strategy. Threats 1. Airtel and Vodafone seem to be having an on/off relationship. Vodafone which owned a 5.6% stake in the Airtel business sold it back to Airtel, and instead invested in its rival Hutchison Essar. Knowledge and technology previously available to Airtel now moves into the hands of one of its competitors. 2. The quickly changing pace of the global telecommunications industry could tempt Airtel to go along the acquisition trail which may make it vulnerable if the world goes into recession. 3. Perhaps this was an impact upon the decision not to proceed with talks about the potential purchase of South Africa's MTN in May 2008. This opened the door for talks between Reliance Communication's Anil Ambani and MTN, allowing a competing Indian industrialist to invest in the new emerging African telecommunications market. 4. Bharti Airtel could also be the target for the takeover vision of other global telecommunications players that wish to move into the Indian market. Airtel comes to you from Bharti Airtel Limited, India's largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with
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its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU's) - Mobile Services, Airtel Telemedia Services & Enterprise Services.

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CHAPTER VI CONCLUSION & RECOMMENDATION

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CONCLUSION

Airtel facing a steep competition in Bhubaneswar Market. It is that Bhubaneswar is the toughest market in the Eastern Part of the country. It is difficult to maximize the sale as maximum consumers are local business men and they prefer more talk time in their usual tariff.

Airtel has a good reputation as a telecom brand in Bhubaneswar. People prefer Airtel in Bhubaneswar because of its network coverage all over the state including rural areas. Only high tariff cost matters in sales maximization. Competitors selling strategy becoming a biggest problem for sales maximization. Retailer benefit schemes as they achieve the target can push more subscribers and maximize sales. Retailer margin is not a problem for Airtel in Bhubaneswar. Some retailers bringing in the Vouchers and easy from rural area to Bhubaneswar region to get more margins comparatively to urban areas. Retailers are unhappy with Airtels advertisement offers because the company is not providing them the Electronic Boards in time (for new outlets), banners etc. Where others (new entrants) are doing it. So, the other entrants are capable of pushing their sales.

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RECOMMENDATIONS There are following suggestions for marketing strategies for Airtel1. Bharti Airtel needed to maximize its future flexibility and growth potential by adopting a business-driven framework for integration, allowing it to implement and deliver new services rapidly. With competition intensifying in the Indian telecom services market, Bharti Airtel needed to find a way to focus on developing new services that could set it apart from the competition and strengthen its customer relationships. 2. Improved cross-selling and targeting and a more seamless, efficient total customer experience through end-to-end integration of customerfacing processes. 3. Optimization of business processes and infrastructure, through flexible, standardized integration framework, is needed. 4. Outsourcing of technology will provide Bharti Airtel to focus resources on growing the business. Flexible pricing model will enable Bharti Airtel to avoid major increases in capital expenditures

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QUESTIONNAIRES

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Questionnaires for opening new outlets 1. Are you selling Airtels products? (SIM: y/n) (Vouchers: y/n) (Easy recharge: y/n)

2. (If no then) Are you interested to be an Airtel Retail Outlet? Y / N 3. (If no then) You must be aware of Airtel Business.(Requesting the retailer to know the business) If I got a positive response then: Complete information provided on Airtel business If no: Requested for another time if there is no response I have to leave that outlet. 4. If interested for then : Complete information provided on Airtel business (If the outlet shows interest for the business. At 1st the information regarding the business provided to the retailer in details and after that this questions were asked to analyze why these retailers are showing interest in this business) 5. Do you think Airtel provides less margin compared to other service providers. A N
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Dis

6. Do you think maximum people are asking for Airtel? A N Dis

7. Do you know that Airtel has maximum numbers of customers in Bhubaneswar market? Y/N 8. Are you satisfied with Airtel distributors service procedure? 9. Are you happy with FSEs service? A/N/Dis 10. Do you think is it easy to push Airtel. A/Dis 11. Does the customers ever pulled towards Airtel, Airtel is

PUSHING/PULLING 12. I am not interested with Airtel because Low margin: A / N / Dis Unsatisfied with FSE: A / N / Dis So many retail outlets near by : A / N / Dis No credit facility:A / N / Dis Airtel does not provide Add boards or support regarding advertisements in time: A / N / Dis Selling Vodafone !dea, RIM, Smart, BSNL is more profitable. 13. I am only interested for sim / lapu / vouchers only in coming period. Why_______________________________________________________

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Questionnaires for New SIM holders: While selling new SIM I did a comparative analysis on different network service providers regarding customer interest. It was also required for my project under market analysis why one buy Airtel. A few questions were asked to new SIM buyers. Questions: Rate from 1 to 5. Where 5 are minimum and 1 is the maximum value. (Ranking methodology)

1. Are you buying now because: a. SIM cost is very less comparatively with other ones?

b. I will use this SIM regularly.

c. I will keep it for future purpose.

d. I will use it only at the time of need, not regularly.

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Appendix-C Questionnaires for Outlets to accept the scheme (Airtel Companys staff will help you in sales promotion and pricing?) (1st the scheme was properly presented to the retailer) 1. In which sells you get maximum profits. --------------------2. Is any telecom company providing you any offer like this before or now? Yes/no:-----------------3. Airtel ever before provide you any offer. Yes/no:----------------------5. (If yes) did the company employees help you in sales promotion? Yes/no: ------------------------5. I have accepted this scheme because:--------------------------

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BIBLIOGRAPHY

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BIBLIOGRAPHY

Books 1. Havalder K.K. and Vasant M.C. (2007), Sales and Distribution Management, Tata McGraw Hill, New Delhi Websites: 1. www.airtel.co.in 2. www.wikipedia.com 3. www.google.com

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