Internship Report on

A Study on Customer Satisfaction and Sales

SRI SAI TVS MOTORS - BAGEPALLI

Submitted in Partial Fulfilment of the Requirements Bachelor of Commerce Degree of

Bengaluru North University

BY

VENKATESHA N

REG NO –U19GN21C0021

UNDER THE GUIDANCE OF

MANORANJAN H

Assistant Professor

Department of Commerce

GOVERNMENT FIRST GRADE COLLEGE BAGEPALLI

GOVERNMENT FIRST GRADE COLLEGE BAGEPALLI

2023-2024
 SRI SAI TVS MOTORS BAGEPALLI

CERTIFICATE OF INTERNSHIP

This is to certify VENKATESHA N Bearing Registered No : U19GN21COO21, A Student

of Government First Grade College Bagepalli, has successfully completed an Internship
course from 25/04/2024 to 11/05/2024 towards enterprise. During his internship,
VENKATESHA N Worked in the Sales department and gained experience in Customer
Services.

His conduct during the period was satisfactory ,all the best good luck

[Authorized Seal & Signature]

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 GOVERNMENT FIRST GRADE COLLEGE BAGEPALLI

CHIKKABALLAPURA DISTRICT

DATE:

CERTIFICATE

This is to certify that VENKATESHA N Bearing Registered No: U19GN21COO21. Is a

student of 6th SEM B.COM of our college.

He has prepared Internship report entitled A Study On Customer Satisfaction and Sales at Sri
Sai Motors Bagepalli from 25/04/2024 to 11/05/2024 towards the partial fulfilment of the
requirement of Bachelors of Commerce Degree , Bengaluru North University.

Principal

[Seal & Signature]

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 STUDENT DECLARATION

I VENKATESHA N , Reg No. U19GN21COO21, hereby declare that this report entitled A
Study on Customer Satisfaction and Sales at Sri Sai Motors Bagepalli was conducted during
the period from 25/04/2024 to 11/05/2024 at SRI SAI MOTORS BAGEPALLI under the
supervision and guidance of MANORANJAN H Assistant Professor, Department of
Commerce, Government First Grade College Bagepalli.

DATE:
PLACE: BAGEPALLI
SIGNATURE
VENKATESHA. N

Reg NO:U19GN21C0021

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 ACKNOWLEDGEMENT

The successful completion of this internship report required significant guidance and
assistance from many individuals, and I am truly grateful for their support throughout this
journey.

Firstly, I would like to express my sincere appreciation to Sri/Mr. G.Vijaya Krishna , Stores
Head of Sri Sai motors Bagepalli, for providing me with the opportunity to intern at their
esteemed organization.

I am also deeply grateful to our faculty coordinator, MANORANJAN H and our Principal,
Professor Narayana.Y for their unwavering support and for granting me the valuable
opportunity to intern, which has been instrumental in my learning and exposure to the field of
Marketing.

I would like to extend my heartful thanks to my parents for their permission and constant
encouragement throughout this internship. Additionally, I am thankful to my friends for their
support whenever I needed their assistance during this project.

Lastly, I would like to express my profound gratitude to all individuals who directly or
indirectly contributed to the completion of this report.

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 Table of Contents

Sl.No Contents Page No.

01 Executive Summary 06-07

02 Introduction 07-11

03 Description of the Organization 11-21

04 Experiential Learning 21-24

05 Internship Outcomes and Conclusion 24-27

06 Bibliography 27-30

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 EXECUTIVE SUMMARY

It was a very educating and learning experience while doing the project in SRI SAI TVS

MOTORS BAGEPALLI . As per my view it is working efficiently. I had done 60 hours i.e.

15 days 4 hours each day of internship study on “Satisfaction Level of Customers for service

provided by Sri Sai TVS Motors PVT Ltd., Bagepalli. All the information relating to my

topic is given by service department. During this study some employees in the organisation

is not answered to the questions related to my topic.

During this internship I found that majority of buyers of TVS two -wheelers are in group of

18 to 35 years and most of them are student and business persons and they knew about this

product through friends and social media they like this TVS bike because of attractive

models, more than 70% of consumers prefer gear bike rather than without gear. Through this

study it is found that consumers are satisfied towards TVS bikes with in time and reliable

service. Majority of the customers feel comfort with the after sales services and they are

ready to recommend the TVS brands to others also.

To conclude the sales of Scooty and Sports are high as compared to other vehicles, less

labour charge and service and in time service leads to heavy demand for the servicing of

bikes in the Sri Sai TVS Motors, Bagepalli as compared to other Motor company. Most of

the respondents feel good about TVS two – wheele vehicles and satisfied with the service of

Sri Sai TVS Motors, Bagepalli.

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 CHAPTER -1

INTRODUCTION

Customer Satisfaction:
Customer satisfaction refers to the level of fulfillment expressed by the customer after the
service delivery process. This is a subjective assessment of the service based on the five
dimensions of service quality.

Definition: Customer satisfaction is defined as a measurement that determines how happy

customers are with a company’s products, services, and capabilities. Customer satisfaction
information, including surveys and ratings, can help a company determine how to best
improve or changes its products and services.

Features of Customer Satisfaction:

Customer satisfaction is a key metric that businesses strive to achieve and maintain. Here are
some key features or components of customer satisfaction:

 Product/Service Quality: Customers expect products or services to meet their needs

and perform as promised. High quality often leads to higher satisfaction.

 Customer Support: Effective and responsive customer support can greatly enhance
satisfaction by resolving issues promptly and courteously.

 Ease of Use: Products or services that are easy to use and understand tend to result in
higher satisfaction levels.

 Value for Money: Customers want to feel they are receiving good value for the price
they pay. Perceived value influences satisfaction.

 Reliability and Dependability: Consistency in product or service performance builds

trust and contributes to satisfaction.

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  Communication: Clear and transparent communication from the company about
products, services, and policies helps manage expectations and reduce dissatisfaction.

 Personalization: Tailoring products or services to individual customer needs or

preferences can enhance satisfaction by making customers feel valued.

 Timeliness: Prompt delivery of products or services and timely resolution of issues

contribute to overall satisfaction.

 Emotional Connection: Building an emotional connection with customers through

positive experiences and interactions can lead to stronger satisfaction and loyalty.

 Feedback and Improvement: Companies that actively seek customer feedback and
use it to improve their offerings demonstrate a commitment to customer satisfaction.

These features collectively contribute to creating a positive customer experience and

fostering long-term relationships between customers and businesses.

SALES

TVS Motor Company, one of the largest manufacturers of two-wheelers and three-wheelers
in India, has shown significant growth in its sales over recent years. Here are some key points
about TVS Motor's sales:

1. Monthly Sales Data:

TVS Motor regularly reports its monthly sales figures. For instance, in May 2024,
TVS reported total sales of 300,405 units, which included both domestic and export
sales.

2. Domestic vs. Export Sales:

A substantial portion of TVS Motor's sales comes from the domestic market, but the
company also has a strong presence in international markets. In recent years, they

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 have been expanding their footprint in markets across Africa, Latin America, and
Southeast Asia.

3. Product Categories:
TVS Motor's sales span across various categories, including motorcycles, scooters etc.
Each category contributes significantly to the overall sales numbers, with motorcycles
often being the largest segment.

4. Annual Sales Growth: TVS Motor has shown a positive trend in annual sales growth. For
example, in the fiscal year 2023, TVS reported a sales growth of around 15% compared to the
previous year.

4. New Product Launches:

The introduction of new models and upgrades to existing ones play a crucial role in
boosting sales. For instance, the launch of the TVS Raider 125 and updates to the
TVS Apache series have been well-received in the market.

5. Market Share:
TVS Motor holds a significant market share in the Indian two-wheeler segment,
competing with other major players like Hero MotoCorp, Honda Motorcycle &
Scooter India, and Bajaj Auto.

For the latest and detailed sales reports, TVS Motor’s official website and their quarterly
financial reports are good sources of information.

The objectives of the study are as under:

 To understand the customer satisfaction at sri sai TVS motors

 To no the sale growth of sri sai tvs motors
 To understand to relationship between sales and satisfaction at sri sai tvs motors

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.Scope of the Study:

The study aims at assessing the level of customer satisfaction for the services provided by the
company. Also made efforts to know the customer wants extra from the company. The study
also focuses the most preferable or popular brand of TVS Two- Wheelers and colour of the
bike. And also study restricted to customers of Bagepalli town only and not other customers.

CHAPTER- 2

DESCRIPTION OF THE ORGANISATION

TVS Motor Company was established in 1911 by Shri.T V Sundaram Iyengar. As one of
India’s largest industrial entities it epitomizes Trust, Value and Service And SRI SAI TVS
MOTORS was establish in 1987.

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With steady growth, expansion and diversification, TVS commands a strong presence in
Servicing of two-wheelers, auto components and computer peripherals. We also have vibrant
businesses in the distribution of heavy commercial vehicles passenger cars, finance and
insurance.

The year 1980 is one to be remembered for the Indian two-wheeler industry, with the roll out
of TVS 50, India's first two-seater moped that ushered in an era of affordable personal
transportation. For the Indian Automobile sector, it was a breakthrough to be etched in
history. TVS Motor Company is the first two-wheeler servicing and of the TVS products.

TVS Motor Company has one of the most extensive networks with over 500 dealers and 2500
Customer touch points And SRI SAI TVS MOTORS is one of them. We are the first in the
two-wheeler industry to measure customer satisfaction, audited by external consultants of
international repute.

They have taken care to standardize facilities across all customer touch points. Up gradation
of facilities and continuous improvement in all processes is given importance. The company
also takes an active part in imparting training and capability building in all areas including
sales, service and business management. All our dealers are connected through the extended
network of SAP, ensuring operational Efficiency.

History:

T. V. Sundram Iyengar began with Madurai's first bus service in 1911and founded TVS, a
company in the transportation business with a large fleet of trucks and buses under the name
of Southern Roadways.

Early History:

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Sundaram Clayton was founded in 1962 in collaboration with Clayton Dewandre Holdings,
United Kingdom. It manufactured brakes, exhausts, compressors and various other
automotive parts. The company set up a plant at Hosur in 1976, to manufacture mopeds as
part of their new division. In 1980, TVS 50, India's first two-seater moped rolled out of the
factory at Hosur in Tamil Nadu, India. A technical collaboration with the Japanese auto giant
Suzuki Ltd. resulted in the joint-venture between Sundaram Clayton Ltd and Suzuki Motor
Corporation, in 1987. Commercial production of motorcycles began in 1989.

Suzuki relationship:

TVS and Suzuki shared a one-year-long relationship that was aimed at technology transfer for
design and manufacture of two-wheelers specifically for the Indian market. Re-christened
TVS-Suzuki, the company brought out several models such as the Suzuki Supra, Suzuki
Samurai, Suzuki Shogun and Suzuki Shaolin. In 2001, after separating ways with Suzuki, the
company was renamed TVS Motor, relinquishing its rights to use the Suzuki name. There
was also a 30-month moratorium period during which Suzuki promised not to enter the
Indian market with competing two-wheelers.

Vision:

To improve the quality of life through technology. And continue to grow at a healthy pace
year after year decade after decade.

Goals:
• To consolidates its position as a global player in the two wheelers market.
•To leverage technological skills to drive growth.

Mission:

The mission statement indicates what an organization wants to achieve. An organization

exists to accomplish something or achieve something. The mission statement may be changed
periodically to take advantage of new opportunities or respond to new market conditions.
Rather it is combination of several things like:

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•Customer service of the highest order
• Value for money to the customers
•Professionalism in carrying out business
•Use of technology to improve service standards
•Increase market share.
• Winning consumer’s heart.

Company’s mission statement is clear and thoughtful which guide geographically dispersed
employees to work independently yet collectively towards achieving the organization’s goals.

Commitment:
• To our customers.
• To our people.
• To our community.
• To our shareholders.

Values:
• The top management believes that human resources are extremely important resources and
ensured that they are treated more humanely.

• Personnel policies are framed to facilitate employee welfare and development.

• Seniors take active interest in their juniors and help them learn then job.

• Top management all seniors do believe that employee’s behaviour can be changed and
developed at any stage of their life.

• Employees feel free to express or discuss their feeling with each other.

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Culture:
• Family kind of relationship respective each other and trust each other.

• Love and Order

• Work together and become helpful to each other to work as a team.

• Open culture every employee has freedom see top management people atany time.

• “Catch them doing right thing”.

Strength of TVS Motor Company Ltd:

# Machine: Using all top machines of the world.
# Money: Finance has never been a problem
# Motor: Because of its proper financial management. And reputation and have huge group
of investors.
# Material: TVS Motor Company LTD. never faces problem in case of raw Materials
because of good contacts.
# Management: TVS Motor Company Ltd. has got excellent Management because workers
are relived without any chaos.
# Monitoring: TVS Motor Company Ltd. has got excellent monitoring System,which helps
in smooth working of industry.

Other characteristics:
• Good Quality Product.
• High quality manpower.
• Product competitiveness: less competition.

Weakness:
• Number of Two Wheeler based industry across the country is less compare to competitors.

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• Due to different machines big machines parts are required, as inventory and no specific
products therefore huge inventory of row material is also required money is block.

• Due to composite unit they have to follow all the rules & regulation of governments.

Opportunity:

• There is a golden opportunity for the company, if it uses its brand name effectively and
advertises it effectively.

• Opportunity to capture more market shares if it increases its strength.

• Opportunity to use the experience for creating more awareness and capture more business.

• Scope of matching all international market standards.

Threats:
• Threat from the competitor regarding the way of doing business.
• Threat regarding mal- practices
• Increase in new players enter the business

Products:

A POWERFUL ROAR AND A WICKED RIDDE:

TVS OIL COOLED 124 .8 CC 3V ENGINE , RIDER ALSO BOASTS OF ITS BEST -IN -
SENGMENT ACCELERATION , STANDS AT 0-60 IN 5.9 SECONDS .

THE BIKE ‘S IMPRESSIVE TOP SPEED OF 99 KMPH ..

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TVS SPORT IS A 110CC MOTORCYCLE BIKE

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DISPLACEMENT 99.7 TO 109.7CC SEAT HEIGHT 799MM MAX SPEED 90KM/H
CURB WEIGHT 108 .5 TO 111 KG

TVS IGNITION SYSTEM DIGITAL IDI RIDING RANGE 243.6 KM

TOP SPEED 95 Kmph FUEL TYPE : PETROL DISPLACEMENTN124.8 CC

Product Description:

IT is powered by a single cylinder, four stroke, 3valve .TVS and delivers 6.9 kw at 7500 rpm.
The scooter delivers a pickup of 0 to 60 km/h in 6.g seconds.

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 CHAPTER - 03

EXPERIENTIAL LEARNING

The internship goat started with many challenges during in initial dates

Has the communication between customer stakeholders went by ,the learning

experience and practical insides and increased my knowledge and experience

Actually 15 days internship process is all owners and customers and staff and
workers.

Experiential learning can greatly enhance the quality and depth of an internship report
by providing firsthand experience and practical insights .Here’s how you can incorporate
experiential learning into your internship report:

KEY ELEMENT OF EXPREIENTIAL LEARNING:

1. On-the-Job Training:

 Field Visits: Sales personnel accompany experienced sales representatives on field

visits to observe and participate in real sales interactions with customers and dealers.
 Shadowing Programs: New employees shadow seasoned sales staff to learn best
practices and sales techniques in real-world scenarios.

2. Simulations and Role-Playing:

 Sales Simulations: Conduct mock sales scenarios where employees practice selling
techniques, handle objections, and close deals in a controlled environment.
 Role-Playing: Employees take on different roles (e.g., salesperson, customer) to
practice and refine their sales skills, enhancing their ability to handle various
customer situations.

3. Customer Interaction:

 Customer Feedback Sessions: Engage sales personnel in direct interactions with

customers to gather feedback and understand customer needs and preferences.

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  Product Demonstrations: Sales staff conduct live product demonstrations to
customers, providing hands-on experience in showcasing product features and
benefits.

4. Dealer Engagement Programs:

 Dealer Visits: Regular visits to dealerships to understand their operations, build

relationships, and provide support and training to dealer staff.
 Dealer Workshops: Conduct workshops and training sessions for dealers to improve
their sales techniques and product knowledge.

5. Sales Competitions:

o Internal Competitions: Organize sales competitions among employees to encourage

healthy competition, motivate performance, and reward top performers.
o Incentive Programs: Implement incentive programs that reward sales achievements
with bonuses, awards, and recognition.

6. Cross-Functional Training:

o Inter-Departmental Collaboration: Sales personnel work closely with marketing,

product development, and customer service teams to gain a comprehensive
understanding of the business and improve sales strategies.
o Workshops and Seminars: Participate in workshops and seminars on various topics
such as product knowledge, market trends, and customer relationship management.

7. Technology and Tools:

 CRM Systems: Train sales staff on using Customer Relationship Management (CRM)
systems to manage leads, track customer interactions, and analyze sales data.
 Digital Sales Tools: Provide hands-on experience with digital sales tools and
platforms to enhance their efficiency and effectiveness in selling.

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8.Mentorship Programs:

 -Mentor-Mentee Relationships: Pair less experienced sales staff with experienced

mentors who provide guidance, support, and feedback.
 Coaching Sessions: Regular coaching sessions to review performance, discuss
challenges, and develop personalized improvement plans.

Challenges Faced:

 Some Customers not responding properly

Lesson Learned:

 Patience

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 CHAPTER -04

INTERNSHIP OUTCOMES AND CONCLUSION

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 INTERNSHIP OUTCOMES
Internships at Customer Satisfaction and Sales Towards at Sri Sai Motors Bagepalli can
provide arrange of valuable outcomes for students and young professionals. Here are some
key benefits and potential learning experiences:

1. Practical Sales Experience:

- *Sales Techniques*: Interns gain hands-on experience in various sales techniques,
including prospecting, lead generation, and closing deals.
- *Customer Interaction*: Opportunities to interact with customers, understand their
needs, and tailor sales approaches accordingly.

2. Product Knowledge:
- *Understanding Products*: Deep knowledge of TVS Motor’s product range,
including motorcycles, scooters, and three-wheelers.
- *Product Demonstrations*: Experience in conducting product demonstrations and
explaining features and benefits to potential customers.

3. Market Research and Analysis:

- *Market Trends*: Exposure to market research methods to identify trends,
customer preferences, and competitive analysis.
- *Data Interpretation*: Learning to interpret sales data and derive actionable
insights for improving sales strategies.

4. Sales Strategy Development:

- *Campaigns and Promotions*: Involvement in the planning and execution of sales
campaigns and promotional activities.
- *Target Setting*: Understanding how to set and achieve sales targets and
objectives.

5. Communication Skills:
- *Sales Presentations*: Developing skills in creating and delivering effective sales
presentations.

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 - *Negotiation*: Practicing negotiation techniques to handle objections and close
deals effectively.

processes and efficiency.

6. Professional Development:
- *Mentorship*: Receiving guidance and feedback from experienced sales
professionals and mentors.
- *Networking*: Building a professional network within the company and industry.

7. Problem-Solving and Adaptability:

- *Real-World Challenges*: Exposure to real-world sales challenges and developing
problem-solving skills to address them.
- *Adaptability*: Learning to adapt to different sales environments and customer
behaviors.

8. Performance Evaluation:
- *Feedback and Assessment*: Regular performance evaluations and feedback to
help interns identify strengths and areas for improvement.
- *Personal Growth*: Setting personal development goals and working towards
achieving them during the internship period.

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 CONCLUSION

In conclusion, the sales department at TVS Motor Company plays a crucial role in driving the
company's growth and market presence. Through a strategic focus on market penetration,
product innovation, customer satisfaction, and dealer network expansion, the sales team
ensures that TVS remains competitive in both domestic and international markets. By
leveraging experiential learning and robust internship programs, the department continually
enhances the skills and capabilities of its sales personnel, fostering a culture of excellence
and adaptability. These efforts collectively contribute to achieving the company's sales
targets, increasing revenue, and maintaining a strong market position in the automotive
industry.

BIBLIOGRAPHY

BOOKS:

1) Author’s Kotler, Philp.(2008).Principles of marketing. Published by Dorling

2) Philp Kotler “Marketing Management” 13th edition, Person education publisher, Third
Indian re-prints, to 2003.
3) Kindersley (India) Pvt. Ltd
4) Author’s Dr.Kothari. C.R (March 30, 2009). Research Methodology. Published by New
age international pvt.Ltd publishers.
5) Author’s Blackwell, Roger D.(1 Sep, 2017).Consumer Behavior. Published by Cengage
India Private Limited

WEBSITE

www.scribd.com

www.wikipedia.org

www.eicherworld.com
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www.teambhp.com

TVS BIKES - Wikipedia

www.tvsxl.com/t-aboutus-ttsl-organization.Aspx - Search (bing.com)

http://www.BIKES.co.in/webapp/Aboutus/aboutushome.js

http://www.apple.com/LG.portal?nfpb=true&pageLabel=iphonepageAboutapple

Structucture ofTVS motors company

OWNER

G.Vijaya Kirshna

Maraging Director

G. Balakrishna

Sales manager

G. balakrishan

Service manger→Shanwaz

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Finance manger→ Yaseen

Internship Manger→G .Gopal

Supervisor→ Kalavathi

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