A Summer training Report On “personal selling of Demat a/c in ICICIdirect. com” Conducted at [pic] Submitted in partial fulfillment of the requrementsfor the degree of Master of Business Administration(MBA)t PREFACE The organization has assigned me the project titled “Selling of DEMAT account and the get trade out of them; Marketing Role”. Under this I am supposed to meet with new peoples to made they invest in equity market and to generate revenue for the organization. This project includes my sincere efforts, and I affirm the findings in this project are independent and original to the best of my knowledge and belief.
I sincerely hope that this report proves to be useful to the company and also to its readers. The project is all about selling skills in to the actual work level as selling of DEMAT account. My Project title is “Personal Selling of demat A/C in ICICIdirect. com” CERTIFICATE FROM COMPANY ACKNOWLEDGEMENT PREFACE OBJECTIVE Table of Contents Chapter-1: Introduction 1. Introduction to indian stock market 2. Introduction to ICICIdirect. com 3. Board Members 4. ICICI Group Chapter-2: Project Profile 1. Title of the Study 2. Objectives of the study 3.
Significants of the study 4. Scope of the study 5. Research Design 6. Limitation Chapter-3: Facts and Findings Chapter-4: Analysis and Interpretation Chapter-5: Conclusion Chapter-6: Suggestions Annexure Questionnaire bibliography Chapter-1 INTRODUCTION 1. Introduction to the Indian Stock Market 2. Introduction to ICICIdirect. com 3. board Members 4. ICICI Group 1. 1 INTRODUCTION [pic] Indian Stock Market Overview Indian Stock Markets With over 20 million shareholders, India has the third largest investor base in the world after the USA and Japan.
Over 9,000 companies are listed on the stock exchanges, which are serviced by approximately 7,500 stockbrokers. The Indian capital market is significant in terms of the degree of development, volume of trading and its tremendous growth potential. There are 23 recognized stock exchanges in India, including the Over the Counter Exchange of India (OTCEI) for small and new companies and the National Stock Exchange (NSE) which was set up as a model exchange to provide nation-wide services to investors.
NSE, which in the recent past has accounted for the largest trading volumes, has a fully automated screen based system that operates in the wholesale debt market segment as well as the capital market segment. India’s market capitalization was amongst the highest among the emerging markets. Total market capitalization of the BSE as on July 31, 1997 was Rs 5,573. 07 billion growing by 18 percent over a period of twelve months and as of August 2005 was over $500 billion (about Rs 22 lakh crores). Worldwide Stock Markets Source: ETIG | |Country |Market cap (US$ billion) % of world | |1 |USA |15,517 |39. 5 | |2 |Japan |4,079 |10. 4 | |3 |United Kingdom |3,067 |7. 8 | |4 |France |1,828 |4. 7 | |5 |Germany |1,256 |3. | |6 |Canada |1,239 |3. 2 | |7 |Hong Kong |1,001 |2. 6 | |8 |Switzerland |872 |2. 2 | |9 |Italy |788 |2. 0 | |10 |Spain |688 |1. | |11 |Australia |687 |1. 8 | |12 |Russia |592 |1. 5 | |13 |South Korea |557 |1. 4 | |14 |India |506 |1. 3 | |15 |Taiwan |475 |1. | India has emerged as the world’s 15th largest equity market after it added several companies to the billion dollar club in terms of capitalization in the last three months, taking the total to 81 companies. India has become the third largest Asian market (excluding Japan and Australia) after having toppled Korea, China and Singapore that have 80, 50 and 47 firms with billion-dollar market capitalization respectively. India is also inching closer to outpacing Taiwan that has 84 such companies but lags far behind Hong Kong which has 107, the highest in Asia.
As of end-March 2000, the assets under management by the Indian MF industry stood at a staggering Rs 1,13,005 crore. While income funds accounted for assets of Rs 48,004 crore, growth funds had assets of Rs 30,611 crore. Balanced funds accounted for another Rs 26,757 crore of assets as of end-March 2000. Liquid funds had Rs 1,529 crore, money market funds Rs 698 crore, gilt funds Rs 2,370 crore and ELSS with Rs 3,036 crore made up the balance. The number of companies listed on the BSE at the end of December 1994 was 4,702. This was more than the aggregate total of companies listed in 9 emerging markets (Malaysia, S.
Africa, Mexico, Taiwan, Korea, Philippines, Thailand, Brazil and Chile). The number of companies was also more than the in developed markets of Japan, UK, Germany, France, Australia, Switzerland, Canada and Hong Kong. There is a large presence of FIIs in the Indian capital market with over 451 FIIs and 38 foreign brokers registered with SEBI. The cumulative investment of FIIs in the Indian stock market stood at US$ 6. 59 billion in July 1996 and US $12 billion in April 2000. Since January 2005, FII’s have pumped in $8 billion into Indian markets, compared to $8. 5 billion in entire 2004 and $6. billion in entire 2003. Foreign investors invested $4. 02 billion in June-August 2005, which is much higher than the $3. 41 billion flows India received between January and May. The recent decision of the government of easing limits on inward portfolio investment, with an increase in the ceilings for FII and non-resident Indians from 24 percent to 30%, provides a tremendous incentive to FII investment. FIIs are also permitted to invest self owned funds in the debt market and in unlisted securities. Current list of debt funds approved by SEBI includes UBS, HSBC, Morgan Grenfell, Buchanan Capital, amongst others.
The capital markets in India are regulated by the Securities and Exchange Board of India (SEBI) under the provisions of the Securities Contracts (Regulations) Act, 1956 and Securities and Exchange Board of India Act, 1922. SEBI has issued detailed guidelines for capital issues, disclosure by public companies and investor protection. [pic] The Bombay Stock Exchange (BSE) and the National Stock Exchange of India Ltd (NSE) are the two primary exchanges in India. In addition, there are 22 Regional Stock Exchanges. However, the BSE and NSE have established hemselves as the two leading exchanges and account for about 80 per cent of the equity volume traded in India. The NSE and BSE are equal in size in terms of daily traded volume. The average daily turnover at the exchanges has increased from Rs 851 crore in 1997-98 to Rs 1,284 crore in 1998-99 and further to Rs 2,273 crore in 1999-2000 (April – August 1999). NSE has around 1500 shares listed with a total market capitalization of around Rs 9,21,500 crore (Rs 9215-bln). The BSE has over 6000 stocks listed and has a market capitalization of around Rs 9,68,000 crore (Rs 9680-bln).
Most key stocks are traded on both the exchanges and hence the investor could buy them on either exchange. Both exchanges have a different settlement cycle, which allows investors to shift their positions on the bourses. The primary index of BSE is BSE Sensex comprising 30 stocks. NSE has the S&P NSE 50 Index (Nifty) which consists of fifty stocks. The BSE Sensex is the older and more widely followed index. Both these indices are calculated on the basis of market capitalization and contain the heavily traded shares from key sectors. The markets are closed on Saturdays and Sundays.
Both the exchanges have switched over from the open outcry trading system to a fully automated computerized mode of trading known as BOLT (BSE On Line Trading) and NEAT (National Exchange Automated Trading) System. It facilitates more efficient processing, automatic order matching, faster execution of trades and transparency. The scrips traded on the BSE have been classified into ‘A’, ‘B1’, ‘B2’, ‘C’, ‘F’ and ‘Z’ groups. The ‘A’ group shares represent those, which are in the carry forward system (Badla). The ‘F’ group represents the debt market (fixed income securities) segment.
The ‘Z’ group scrips are the blacklisted companies. The ‘C’ group covers the odd lot securities in ‘A’, ‘B1’ & ‘B2’ groups and Rights renunciations. The key regulator governing Stock Exchanges, Brokers, Depositories, Depository participants, Mutual Funds, FIIs and other participants in Indian secondary and primary market is the Securities and Exchange Board of India (SEBI) Ltd. Bombay Stock Exchange Of the 22 stock exchanges in the country, Mumbai’s (earlier known as Bombay), Bombay Stock Exchange is the largest, with over 6,000 stocks listed. The BSE accounts for over two thirds of the total trading volume in the country.
Established in 1875, the exchange is also the oldest in Asia. Among the twenty-two Stock Exchanges recognised by the Government of India under the Securities Contracts (Regulation) Act, 1956, it was the first one to be recognised and it is the only one that had the privilege of getting permanent recognition ab-initio. Approximately 70,000 deals are executed on a daily basis, giving it one of the highest per hour rates of trading in the world. There are around 3,500 companies in the country which are listed and have a serious trading volume. The market capitalization of the BSE is Rs. 5 trillion.
The BSE `Sensex’ is a widely used market index for the BSE. The main aims and objectives of the BSE is to provide a market place for the purchase and sale of security evidencing the ownership of business property or of a public or business debt. It aims to promote, develop and maintain a well regulated market for dealing in securities and to safeguard the interest of members and the investing public having dealings on the Exchange. It helps industrial development of the country through efficient resource mobilization. To establish and promote honorable and just practices in securities transactions National Stock Exchange
The National Stock Exchange (NSE), located in Bombay, is India’s first debt market. It was set up in 1993 to encourage stock exchange reform through system modernization and competition. It opened for trading in mid-1994. It was recently accorded recognition as a stock exchange by the Department of Company Affairs. The instruments traded are, treasury bills, government security and bonds issued by public sector companies. The number of members trading on the exchange has been on a steady increase, helping integrate the national market and providing a modern system with a complete audit trail of all transactions.
The stock Exchanges • India has: 24 Regional Stock Exchanges • 2 Leading Exchanges : Bombay Stock Exchange (BSE) & National Stock Exchange of India Ltd (NSE) • The Indices: – BSE : BSE Sensex comprising 30 stocks – NSE : S NSE 50 Index (Nifty) which consists of 50 stocks Capital Market Operations • NSE is working to increase the capacity of the trading system from the present 4,00,000 trades per day to more than 10,00,000 trades per day. • The average daily numbers of trades have gone up from over 893 trades in November-94 to over 1,48,783 trades in November 97.
On August 7, ’97 the number of trades reached a record high of 2,36,411 which makes NSE one of the largest stock exchanges in the world. • Average daily traded value has increased from Rs. 7 crores in November-94 to more than Rs. 1480 crores in December-97 with a high of Rs. 3,080. 61 crores recorded on 26th June-97. • Number of shares traded has increased from 76. 10 lakhs in November-94 to 11,148. 21 lakhs in December-97. • Net traded value has increased from Rs. 125 crores in November -94 to Rs. 32,549 crores in December-97. Delivered value (settlement wise) has increased from Rs. 60 crores in November -94 to Rs. 5,008 crores in December -97. • Number of shares traded (depository segment) has increased from 200 shares in December -96 to 1,19,102 shares in December-97. • Net traded value (depository segment) has increased from Rs. 0. 43 lakhs in December -96 to Rs. 185. 44 lakhs in December-97. • Market share of cities other than five metros (Mumbai, Delhi, Calcutta, Chennai & Ahmadabad) which was about 16% in first quarter of 1996 grew to as high as 24% during the last quarter of 1997. The ratio of contribution to turnover from Non Stock Exchange centers to Stock Exchange centers has risen from 0. 36% in first quarter (Jan to Mar) of 1996 to over 10% in fourth quarter of 1997. • The market capitalization of companies has increased from Rs. 292637 crores in November’94 to Rs. 4571663 crores in February’98. Wholesale Debt Market Operations • The WDM segment commenced operations on June 30, 1994 with 224 securities carrying an outstanding debt value of Rs. 1,35,000 crores (US$ 34 billion). This has now increased to 839 securities with a market capitalization of Rs. ,50,565 crores (US$ 88 billion). More than half of the securities available for trading are listed and the balance are permitted to trade. • Currently, the Exchange has 78 registered participants on the WDM segment which includes 24 Public sector banks, 18 Foreign banks, 15 Private sector banks, 6 Primary dealers, 5 Financial institutions, the others being corporate bodies, mutual funds and foreign debt fund. • Average daily value in the WDM segment increased from Rs. 2. 4 crores in June-94 to Rs. 298. 17 crores in December -97 with a high of Rs. 1831. 27 crores recorded on 12-Aug-97. Net traded value in the WDM segment increased from Rs. 1096. 25 crores in July -94 to Rs. 7,752. 52 crores in December-97 with a high of Rs. 15,545. 40 crores recorded in July ’97. • There has been a consistent increase in NSE’s share of the total volume of activity in the market (gilt securities) over the period. Government securities along with Treasury bills together account for over 80% of the total market activity. The share of the Exchange of the total market activity in Government Securities and T-Bills has increased from a mere 22% in 1996 to 53% in 1997
Stock Exchange Working….. [pic] Important terms in share market and in share trading Open – The first price at which the stock opens when market opens in the morning. High – The stock price reached at the highest level in a day. Low – The stock price reached the lowest level in a day. Close – The stock price at which it remains after the end of market timings or the final price of the stock when the market closes for a day. Volume – Volume is nothing but quantity. Bid – The Buying price is called as Bid price. Offer – The selling price is called offer price.
Bid Quantity – The total number of shares available for buying is called Bid Quantity. Offer Quantity – The total number of shares available for selling is called Offer Quantity. Buying and selling of shares – Buy is also called as demand or bid and selling is also called as supply or offer. First selling and then buying (this only happens in day trading) is called as shorting of shares or short sell. Share Trading – Buying and Selling of shares is called share trading. Transaction – One complete cycle of buying and selling of shares is called One Transaction. Squaring off – This term is used to complete one transaction.
Means if you buy then have to sell (means square off) and if you sell then you have to buy (means square off). Limit Order – In limit order the buying or selling price has to be mentioned and when the share price comes to that price then your order will get executed with the mentioned price by you Market Order- When you put buy or sell price at market rate then the price get executes at the current rate of market. The market order get immediately executed at the current available price. . What is Initial Public Offering – IPO The first sale of stock by a private company to the public is called IPO’s.
They are often by smaller companies seeking capital to expand, but can also be done by large private companies planning to invite public to invest in there companies. In an IPO, the issuer obtains the assistance of an underwriting firm, which helps it determine what type of security to issue (common or preferred), best offering price and time to bring it to market….. Company Profile [pic] [pic] Board Members |[pi|Mr. N. Vaghul, Chairman | |c] | | |[pi|Mr.
Sridar Iyengar ,Director | |c] | | |[pi|Mr. Lakshmi N. Mittal,Director | |c] | | |[pi|Mr. Narendra
Murkumbi ,Director | |c] | | |[pi|Mr. Anupam Puri ,Director | |c] | | |[pi|Mr. Vinod Rai,Director | |c] | | |[pi|Mr.
M. K. Sharma ,Director | |c] | | |[pi|Mr. P. M. Sinha,Director | |c] | | |[pi|Prof. Marti G. Subramanian,Director | |c] | | |[pi|Mr. T. S.
Vijayan ,Director | |c] | | |[pi|Mr. V. Prem Watsa,Director | |c] | | |[pi|Mr. K. V. Kamath, Managing Director & CEO | |c] | | |[pi|Ms.
Chanda Kochhar, Deputy Managing Director | |c] | | |[pi|Dr. Nachiket Mor, Deputy Managing Director | |c] | | |[pi|Ms.
Madhabi Puri-Buch, Executive Director | |c] | | |[pi|Mr. V. Vaidyanathan, Executive Director | |c] | | ICICI Bank Group CHAPTER-2 PROJECT PROFILE 2. 1 Title of the Study 2. 2 Objectives of the Study . 3 Significance of the Study 2. 4 Product& Services 2. 5 Scope of the Study 2. 6 Research design 7. Limitation 1. Title of the Study:- The title of study undertaken by researcher is “personal selling of Demat a/c in ICICIdirect. com”. 2. Objectives of Study:- The main purpose of the On Job Training is to meet with the real life exposure & experience of the corporate world. The objectives OJT are as follows: ? Analyzing the market survey and thereby finding out the investment pattern of the customer. The main motive of my OJT (on the job training) is to increase the sales of the company’s product (i. e. sale of DEMAT account and ), it’s a sales orientated training. ? Proper understanding and analysis of the perspective investor about this financial product. 2. 3 Significance of the Study:- Every research is conducted to fulfill certain objectives & these objectives in term fulfill some purpose. This research is significant of : To the researcher:-
MBA curriculum is design to give more potential exposure to the student, So that he can make use of the theoretical knowledge in the real life situations, with the trust, summer training has been included which provides opperrtunity to researcher to give practical insight to the market. This rich experience will be of great help in fulfillment of MBA curriculum. To the organization:- Organization will come to know about the satisfaction level of the customers Regarding the trading facility provide provided by it, services provided by its trading officer to the customers. 4. Product& Services:-
Products and Services 1. Equities 2. PMS 3. Research 4. Commodities 5. Newsletters 6. derivatives [pic] ICICIdirect. com offers • 3-in-1 a/c – ICICI Savings A/c, ICICI Demat A/c, Online Share Trading A/c (E-invest or wise invest) • All three accounts can be opened by filling just one form • The ICICI direct a /c checks your monies from /into your Savings a/c and shares into/from your Demat a/c – and executes your order on the exchange [pic]Savings Account with ICICI Bank • If the customer has an ICICI Savings Account, he/she can link the same to the Demat and the Online Trading a/c. Average quarterly balance of Rs. 5000/- needs to be maintained. However, if the customer already has a ZERO balance a/c – he can link that a/c • The customer cannot link a Savings A/C with Quantum Optima facility. In such a case, the customer has to either open another account or deactivate the facility. • Corporate trading accounts should be linked to CURRENT A/cs and individual A/cs should be linked to SAVINGS A/c. Demat Account with ICICI Bank Demat • Customer can link upto 4 Demat a/c with his ICICIdirect a/c • The 4 possible combinations are :- A, A+B, A+C, & A+B+C. Demat account charges per a/c are Rs. 500 annually (with physical statements) and Rs. 450 annually (with e-mail statements). • Note: First year demat charges are NILL. Advantages of DMAT Account Through ICICIdirect. com • No need to write cheques/ transfer instructions. No need to chase brokers. System automatically transfers funds and shares into accounts without hassles. • Instant order confirmations. No need to be in the lurch regarding order status • Control over your own bank and demat accounts. No risks of transferring monies/shares to a broker’s pool.
You earn interest on monies in your bank account. • Rich content features to help you make informed decisions • Dealing with a trustworthy ICICI product • Trade on the BSE, NSE and NCDEX (commodity) Comprehensive products of ICICI Direct Other features of ICICIdirect • SMS alerts on Share/Monies moving in-out of your Demat and Bank account • SMS alerts on Limit pricing having reached • SMS alerts on 52 week high/low having reached • CallNTrade facility in over 400 cities • Trading calls on mobile phones Why is ICICIdirect. com so unique? – Convenience • Seamless integrated 3-in-account Speed • Get the latest quotes & place an order instantly – Control • Total control over your trades whereby you can actually see what is happening unlike offline trading – Independence • Total privacy while managing your bank & demat accounts – Trust • Millions of Indians trust the ICICI group 5. Scope of the study:- The study was conducted during the period of may 1 to june 15,2007. The study was conducted in ICICIdirect. com in Jodhpur(raj. ). 2. 6 Research Methology:- 1. Type of research: Research is descriptive in nature. . Universe: Existing customer of ICICI Group & others in Jodhpur. 3. Sampling technique: Convenience sampling. 4. Sample size: 60 Existing customer, 30 other new customers. 5. Data type: Primary type 6. Tools of Data collection: Survey 2. 7 Limitations of the study:- The research was subject to following limitations: 1. The sample size was limited to existing customers. 2. Survey was restricted to Jodhpur. 3. Since the result have been drawn on the basis of information Provided by the respondents chance of response error might be possible. CHAPTER-3
FACTS AND FINDINGS CUSTOMER SATISFACTION QUESTINNAIRE 1. Are you aware of all the schemes offered by ICICIdirect. com |Response |No. of Respondents |Percentage | |Yes |63 |70% | |No |27 |30% | [pic] 2. The edge of ICICIdirect. om product of Schemes offer in the selling situations |Response |No. of respondents |Percentage | |Excellent |4 |5 | |Very good |15 |18. 75 | |Good |22 |27. | |Satisfactory |9 |11. 25 | |Needs improvement |30 |37. 5[pic] | [pic] 3. Which product/ Scheme do you fully support at this time |Response |No. of Respondents |Percentage | |IPO |23 |28. 5 | |ON line Trading |54 |67. 5 | |Derivatives |13 |16. 25 | [pic] 4. Do you think that the charges & Annual maintenance cost (AMC) Charged By the ICICIdirect. com is appropriate as compared to other Share Brokering Companies. |Response |No. f Respondents |Percentage | |Yes |80 |100 | |No |0 |0 | [pic] 5. Are the service provided by the ICICIdirect. com Prompt. |Response |No. of Respondents |Percentage | |Yes |45 |56. 5 | |No |35 |43. 75 | [pic] 7. Are ICICIdirect Sales Executive/Canvassers aware of the Schemes and products |Response |No. of Respondents |Percentage | |Strongly Agree |8 |10 | |Agree |15 |18. 5 | |Neutral |33 |41. 25 | |Disagree |14 |18 | |Strongly Disagree |20 |25 | [pic] CHAPTER-4 ANALYSIS & INTERPRETATION ANALYSIS OF CUSTOMER SATISFACTION QUESTIONNAIRE 1.
All of the Customer were well aware about the schemes offered by ICICIdirect. com. 2. In order to find out the edge of the schemes offered by ICICIdirectin selling situation, 5% Customer said they are excellent, 18. 75% said that the schemes are very good, 27. 5% said that they are good, 11. 25% customer were satisfied and the rest 37. 5% customer responded that they need improvement in the schemes. 3. Out of total customer 28. 75% customer supported invest in IPO ,67. 5% customers supported on line trading, While the remaining 16. 5% customer supported the option Derivatives. 4. 100% Customer responded that the brokerage & AMC charged by the ICICIdirectis not appropriate as compare to other brokerage companies. 5. In order to find out the promptness of the service provided by the ICICIdirect 56. 25% customer were satisfied with the services while 43. 75% respondents were not satisfied with the services provided by ICICIdirect. com. 6. Out of the total 10%customer strongly agrees that the sales executives/canvassers were aware of the schemes, 18. 5% customer are only agree, 41. 75% customer remained neutral while the remaining 18, 25% were des agree & strongly disagree with facts. Competitors & Comparison Chart of Charges There are many competitors prevailing in the market but the most powerful One’s Being : • India bulls • Share Khan • Angel Broking • Religare • Almondz • SBI Capital Securities • Reliance Money • Anand Rathi • India infoline ltd. • UTI • Bonanza These companies are differentiated on the following bases like : • Opening charges, • Margin money • Brokerage, • AMC, etc. | |Comparison Chart | | | | | | | | | | |Company Name |Opening Charges |Margin Money |Brokerage Intraday |Brokerage |AMC | | | | | |Delivery | | |Icici direct. om |750 |5000 |0. 05 |0. 5 |500 | |Anand Rathi |633 |5000 |0. 06 |0. 15 |336 | |India bulls |900 |NA |0. 03 |0. 30 |NA | |Share Khan |750 |NA |0. 05 |0. 20 |250 | |Angel Broking |625 |NA |0. 25 |0. 25 |200 | |SBI capital Security |450 |5000 |0. 05 |0. 35 |NA | |India infoline |555(Life Time) |5000 |0. 05 |0. 20 |0 | Analysis of the charges& Brokerage ICICIdirect is charged highest amount as account opening charges (non refundable) as well as it charged highest rate of commission as brokerage; it also charges AMC it will also the highest amount in Compare to other companies in same.
Brokerage Rate |Total Eligible Turnover (Volume of Transaction) per quarter |Brokerage | |Trades above Rs. 5,00,00,000/- |0. 25% | |Trades between Rs. 2,00,00,001/- and 5,00,00,000/- |0. 30% | |Trades between Rs. 1,00,00,001/- to Rs. 2,00,00,000/- |0. 35% | |Rs. 0,00,001/- to Rs. 1,00,00,000/- |0. 45% | |Rs. 25,00,001/- to Rs. 50,00,000/- |0. 55% | |Rs. 10,00,001/- to Rs. 25,00,000/- |0. 70% | |Less than Rs. 10,00,000/- |0. 75% | TARGET AND TASK
Targets are the assigned to me in 8 weeks is 6 DEMAT account . |S. no |Task |Achievement |Varience,if any | |1. |To open 3 DEMAT accounts. | 2 DEMAT accounts |-1 | |2. |To open 3 DEMAT accounts. |5 DEMAT accounts |+2 | STRATEGY ADOPTED During the period of 8 weeks I have adopted many strategies to open DEMAT account and to gain clientage like wise segmentation, cold calling and many other are there. Month |Strategy |Impact |Learning | |1 |References |Support of references, less time consuming |Giving a friendly touch in selling | |2 |References |Increased database |Giving a friendly touch in selling | |3 |References |Direct interaction |Giving a friendly touch in selling. |4 |References | Direct interaction, |Getting knowledge of equity market | | | |Increased database | | The company has generated a great amount of brokerage from these clients and a franchisee have been login in the end so company is also going to earn from that for along run. I have collected data for company as references. I can express an what I have done I the training of 8 weeks. MONTH |AREAS COVERED |MONETARY GAIN |NON MONOTARY GAIN | |1 |Complete Jodhpur |1k |Providing customer satisfaction | |2 |Complete Jodhpur |3k |Providing customer satisfaction | ANALYSIS OF PERFORMANCE The performance is quite satisfactory as per my company guide as I have achieved the provided targets within 6 weeks wherever they were for the period of 8 weeks.
The real analysis in purely monetary terms is really hard to generate but on the whole I have generated a great amount of revenue for the organization. The company has assigned the task is already been achieved within the specified period of time. So overall the performance is satisfactory as desired targets have been fulfilled within specified time duration. LEARNINGS This helps me in many ways: ? This exercise gave me idea how to manage to achieve targets. ? How to work in teams and manage difficult situations as HNI client. ? To have better insight of Company working style and management. Being a Trainee the SIP was moving a step ahead into the corporate world as a Professional, The road ahead was not easy but the learning has been enriching enough to forget about the hardships. The following was an achievement which would go with me throughout my professional life. Knowledge regarding product: ? After started working for organization I came to know about the product and the policies of the company. ? What all abbreviations are used in the equity market? ? How to analyze market to generate calls i. e. tips. ? Providing best customer service. Gained knowledge about the software of the company and to give a demo to the client to make him understand the company software as he can trade on his own. CHAPTER-5 CONCLUSION CONCLUSION Achievement in itself is a word which describes the heights of success and accomplishment. As the last 2 months are added as golden armory of my life as I got the opportunity to work with such a giant organization in its sector . The project so far is been a great experience. On completion of successful training I have some good memories as I have got a no. of reasons to laugh with as I have received several no. f awards from both the company because I have given input to company as well as to college above expectations. However without the support of my company guide Mr. Puneet Sharma and Faculty guide Mrs. Shreya Bhargava, this would not have been possible. And even I am sure I will emerge as a true Professional after my training. CHAPTER-6 SUGGESTIONS SUGGESTIONS ? ICICIdirect should lay more emphasis on its Highest Charged as brokerage & AMC. ? Documentation should be made easy, Understandable & less time consuming. ? ICICIdirect should lay emphasis on providing after sales & services to its customer. ICICIdirectshould concentrate more on providing training, incentives to their sales executives. ? Periodic seminars & meeting should be conducted to create awareness regarding various schemes provided by ICICIdirect. com. ? ICICI direct should opened its branches separately in all over in India. ANNEXURE QUESTIONNAIRE BIBLIOGRAPHY CUSTOMER SATISFACTION QUESTIONNAIRE 1. are you aware of all the schemes offered by ICICIdirect- Yes No 2. the edge ICICIdirect product of schemes offer in the selling situation – • Excellent • Very Good • Good • Satisfactory 3. hich product / scheme do fully support to your Income at this time – • On Line Trading • IPO • Derivatives 4. Do you think that the Dmat accounts offered by ICICIdirect is appropriate as compared to other broking companies. Yes No 5. Are the service provide by the ICICIdirect prompt – Yes No 6. Are ICICIdirect sales Executive/canvassers aware of the scheme and products – • Strongly Agree • Agree • Neutral • Disagree • Strongly Disagree 7. Are ICICIdirect Sales Executive/canvasser are customer friendly – • Strongly Agree • Agree Neutral • Disagree • Strongly Agree 8. Is the account opening procedure cumbersome – Yes No 9. Rank in order your preference while account opening – • Trading timing • Easy Documentation • Comfort • ICICIdirect Offers 10. Do you have any suggestion for improvement brokerage Facilities – Name:- Designation:- Address:- Phone No. :- City:- SERVICE QUALITY QUESTIONNAIRE 1. Scheme and product offered by ICICIdirect. com- • Excellent • Very Good • Good • Satisfactory • Need improvement 2. The edge our products and scheme offer in selling situations • Excellent Very Good • Good • Satisfactory • Need improvement 3. Which product or account do you fully support at this time- • On Line Trading • IPO • Derivatives 4. Have you been briefed on all scheme and products offered by ICICIdirect. com Yes No 5. Are ICICIdirect. com sales executive/canvassers are customer friendly – • Strongly Agree • Agree • Neutral • Disagree • Strongly Disagree 6. Are ICICIdirect. com Sales Executive/canvasser are customer friendly – • Strongly Agree • Agree • Neutral • Disagree • Strongly Agree 7 ICICIdirect. com Sales Executive/Canvasser are well groomed – Strongly Agree • Agree • Neutral • Disagree • Strongly Agree 9. Status of customer account opening documentation received From ICICIdirect. com is accurate – • Strongly Agree • Agree • Neutral • Disagree • Strongly Agree 10. Timeliness in response to the concern / queries – • Very Timely • Some What Timely • Mixed • Some What Slow • Very Slow 11. Average time in which case approval / rejection is received – • Some Hour • One Day • TWO or Three Day • Four or Five Day • Above Five Day 12. Trading manager‘s frequencies of visit to customers- Daily • Once a Week • Once in Fortnight • Once a month • Once a month More than one month 13. Which of the improvement you think is desired – • Competitive product • Executive training • Documentation liberalization • Processes of account opening Executive/Relationship officer -: Location -: Respondent Name -: Date -: RELATIONSHIP EXECUTIVE OFFICER SATISFACTION QUESTIONNAIRE 1. Are you satisfied with incentives provided to you by the ICICIdirect. com- Yes No 2. Do the ICICIdirect provided you with sufficient information to satisfy Your customer-
Yes No 3. What kind of relationship you share with the ICICIdirect- Formal Informal 4. Are you satisfied with the above service – Yes No If no, what kind of all service you expect? 5. Is the documentation procedure cumbersome- • Strongly Agree • Agree • Neutral • Disagree • Strongly Disagree 6. Is the documentation procedure complicated • Strongly Agree • Agree • Neutral • Disagree • Strongly Disagree 7. Do you get any support from the staff- Yes No . What kind of service/facilities are provided by the ICICIdirect- 9. Any suggestion from your side – Relationship executive:- Location :- Respondent Name :- Designation :- Date :- ANNEXURE Bibliography 1. MARKETING MANAGEMENT- Philip Kotler 2. Internet: www. icicidirect. com www. icici. com 3. MAGAZINE 4. Business World 5. Economic times [pic] ———————– ONLINE TRADING A/C Stock Exchange Broker Broker Buyer of Share Seller of Share SAVINGS BANK SAVINGS BANK ONLINE TRADING A/C Stock Exchange ONLINE TRADING A/C BIBLIOGRAPHY