Table of Content

Sl.no
Particular

Pg.no 2
Declaration

1 2
Acknowledgement

3 5-6
Executive summary

3 4
Introduction

8-10 12-15
Company Profile 17-20 Distribution Procedure & Sales Force 22-25 Products of Airtel, Outlet Categorize & Target Setting

5
6 7 8 Data Analysis and Interpretation 9 Conclusion and Recommendations 10 Questionnaire 11 Bibliography

41 43-46 47

Executive Summary
It is no wonder that in todays aggressive business environment, the challenges of sustaining in these competitive surroundings, preoccupies the minds of many Business leaders. Customers have many options to choose their telecom operator from competitive market. Furthermore, they often perceive that what they are purchasing is, for all practical purposes, a commodity that can be easily obtained from other companies, if need be. So, how does a corporation distinguish itself in a highly commoditized and competitive market? Todays business is more dependent, than ever before, on their top performing product to be innovate and provide services that

differentiate a company from its fierce competitors. In other words, corporations rely upon their product and human assets to survive and thrive. Airtel is one of the leading telecom firms of the country. Airtel is providing intermediate services to the people of India since 1995. The company is largest cellular service provider in India and fifth largest in the world in the field of various telecom services like Mobile network, wireless, landline, broadband, satellite television, etc. The company is famous for world presence, vast network coverage, excellent service and brand image managed by experts.

This project was carried out for Bharti house, Infocity, Patia, Bhubaneswar, Odisha. This is one of the leading centers for marketing and sale of Airtel product and services in eastern region. The project was carried out for 45 days as summer internship program in a systematic manner. This project report contains various section where Ive discussed about company profile, its present strength, methodology used, sample size, sample unit, analysis and discussion, questionnaire, and annexure. I have used various quantitative techniques to find out the relation between various factors that contribute to awareness & perception of retailer.

After market study it can be said there is very tough competition between various telecom firms like Airtel, Vodafone, Aircel, BSNL, Stel, Smart, etc. But still Airtel is leading the market of Bhubaneswar. Through this study Ive tried to find out the awareness level of retailers for airtel product and services at the same time Ive also focused on perception of retailers for same. As a
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channel partner for sale of product it is essential to know about present awareness of retailer. By this we are able to find the proficiency of FSEs in communicating various offers and schemes of Airtel. At the same time we are getting information about the need for any further improvement in marketing and sale of airtel product to grasp opportunity for new customer base and retaining old customer base.

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CHAPTER -I INTRODUCTION

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INTRODUCTION
Bharti Airtel limited is a leading global telecommunications company with operations in 19 countries across Asia and Africa. The company offers mobile voice & data services, fixed line, high speed broadband, IPTV, DTH, turnkey telecom solutions for enterprises and national & international long distance services to carriers. Bharti Airtel has been ranked among the six best performing technology companies in the world by business week. Bharti Airtel had 200 million customers across its operations. Airtel the biggest telecom player in Indian market in terms of subscribers and revenue. 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 Airtel USP. In Odisha 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 Odisha 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. Provides telemedia services (fixed line and broadband services through DSL) in 87 cities in India. Provides an integrated suite of Enterprise solutions, in addition to providing long distance connectivity both Nationally and Internationally. 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 Airtel 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 167,713,000 GSM mobile, 3,296,000 Telemedia customers and 5,663,000 Digital TV Services. 2. Airtel has a market share of 35.3% of total 147,346,606 GSM customers. 3. Airtel has 23 circles in India, has agreement all over the country except North East provision to the country. 4. Airtel started its operation in Orissa in the year of 2004, 4th Dec. 5. Up to the latest report Airtel has a total 22,691,429 subscribers in Orissa. Airtel in Bhubaneswar: Population of Bhubaneswar is nearly 904,225 and 40% of this total population uses mobile phones. From total mobile subscribers Airtel has a market share of 22%, having highest market share in the Bhubaneswar region.(Those retailers sale Airtel SIM are considered to be registered) Airtel has setup 160 BTS (towers), showing its quality and reputation of network coverage.

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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. To understand the awareness of Airtel products among retailers in the market. 2. To create interest as well as find out the potential new retail outlets 3. To know the satisfaction level of Retailers towards Airtel products and services. 4. To maximize retail outlets through traditional channel that will increase the sales in future.

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 Hindustan Agency distributor. Sources of Data 1. Hindustan Agencys team leader personal data. 2. Territory managers personal report behalf of exploration of business. Primary Data Primary data has been collected from the new retail outlets and existing outlets and new.

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. 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.

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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, Hindustan Agency only which may not represent the real picture of the entire Bhunaneswar 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 100 retailers. Type of Research: A descriptive research has been followed for the study Sample Size: Survey for Retail outlets: 100

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. Retailers awareness 3. Customer satisfaction 4. Factor Preference 5. Channel satisfaction

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CHAPTER II COMPANY PROFILE

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COMPANY PROFILE
Bharti Airtel Type: Public, Listed on BSE and NSE Founded: 1985 Headquarters: New Delhi, India Key people: Sunil Bharti Mittal (Chairman and CEO) Industry: Telecommunication Products: Mobile Network, Wireless, Landline, Broadband, Satellite Television Revenue: $13,319 Billion Profit: $ 3,983billion (2010) Total assets: $15.527 billion (2010) Total equity: $9.491 billion (2010) Employees: 24,501 (December 2010) Parent: Bharti Enterprises (63.45%) SingTel (32.15%) Vodafone (4.4%) Website: www.airtel.in Bharti Airtel Limited commonly known as Airtel, is an Indian telecommunications company that operates in 19 countries across South Asia, Africa and the Channel Islands. It operates a GSM network in all countries, providing 2G or 3G services depending upon the country of operation. Airtel is the fifth largest telecom operator in the world with over 207.8 million subscribers across 19 countries at the end of 2010. It is the largest cellular service provider in India, with over 164.61 million subscribers at the end of 2011 April. Airtel is the 3rd largest incountry mobile operator by subscriber base, behind China Mobile and China Unicom.

Airtel also offers fixed line services and broadband services. It offers its telecom services under the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve this Cisco Gold Certification. To earn Gold Certification, Bharti Airtel had to meet rigorous standards for networking competency, service, support and customer satisfaction set forth by Cisco. The company also provides land-line telephone services and broadband Internet access (DSL) in over 96 cities in India. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. It is known for being the first mobile phone company in the world to outsource everything except marketing and sales and finance. Its network (base stations, microwave links, etc.) are maintained by Ericsson, Nokia Siemens Network and Hawai, business support by IBM and transmission towers by another company (Bharti Infratel Ltd. in India). Ericsson agreed for the first time, to be paid by the minute for installation and maintenance of their equipment rather than being paid up front. This enabled the company to provide pan-India phone call rates of Rs.
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1/minute (U$0.02/minute). Call rates have come down much further. During the last financial year [2009-10], Bharti has roped in a strategic partner Alcatel-Lucent to manage the network infrastructure for the Telemedia Business. 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 endto-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; Airtel 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. 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 ranked second in the Economic Times-Brand Equity Most Trusted Brand Survey 2009. Bharti airtel ranked Indias second most valuable company, by Business Today in 2009.

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Bharti airtel listed in Forbes Asias Fabulous 50 companies, 2009 on number sixth position. Bharti airtel was recognized as the Service Provider of the Year and Wireless Service Provider of the Year at the Frost & Sullivan Asia Pacific ICT Awards 2009. Bharti airtel bagged the Best Carrier India Award and the Ovum Telco-Transformation Award at the Telecom Asia Awards 2009. Bharti airtel was ranked sixth among the top 100 best performing technology companies in the world, compiled by Business Week for the year 2009. The company is placed ahead of global technology leaders like Apple (19), Microsoft (22) and Google (37) in this exclusive list. Sunil Mittal received the Madras Management Association (MMA) Business Leadership Award for 2008-09 for revolutionizing Indian telecom. Bharti airtel was selected as one of the top 10 winners of the IDC Enterprise Innovation IT Awards 2009 across APAC region for its BSS Transformation Project. Sunil Mittal was awarded the Global Economy Prize by The Kiel Institute (Germany). Sunil Mittal was conferred with the degree of Doctor of Laws Honoris Causa by the University of Leeds, UK. Bharti airtel received the Best Content Service Award for the airtel-IFFCO Farmer Information Dissemination Platform at the World Communications Awards in London. Bharti airtel low cost computing device airtel Net PC was recognized by Hindustan Times as one of the Top 9 Best Tech Products of 2009. Bharti airtel has been ranked among six best performing technology companies in the world by Business Week. Bharti airtel was awarded the Most Preferred Cellular Service Provider Award at the CNBC Awaaz Consumer Awards 2009. Bharti airtel bagged top honors in the Voice & Data 100 Survey, winning five of the Voice & Data Telecom Awards 2009. Bharti airtel was named the Top Telecom Services Provider of the Year 2009. Manoj Kohli, CEO and Joint MD of Bharti airtel, was named the Voice & Data Telecom Person of the Year 2009. The Awards also named Bharti airtel, the Top VSAT Player 2009, the Top NLD Player 2009 and Top Cellular Services Provider 2009. Bharti airtel has recently won multiple recognitions in the field of Information Technology such as Spamhaus Group Whitehat Network Star, Security Strategist Award (Technology Senate 2009), Intelligent Enterprise Award (Technology Senate 2009) & CIO hall of fame. Bharti airtel has received the prestigious Business world-FICCI-SEDF Corporate Social Responsibility Award 2009-2010. The FICCI Socio Economic Development Foundation (FICCI-SEDF) and Business world CSR award was instituted in 1999 to recognize exemplary responsible business practices by the Indian industry airtel has won the Most Preferred Cellular Service Provider Brand award at the CNBC Awaaz Consumer Awards in Mumbai. This is 6th year in a row that airtel has won the award in this category.(10-11) Economic Times Telecom Awards 2011 - Innovative Product Value Added Service - Customer Experience Enhancement NDTV Profit Business Leadership Awards 2010-11

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- Top Telecom Company - Sunil Bharti Mittal - Business Innovator of the Year - Indias Most Innovative company - Wall Street Journal

Telecom Operator award 2011 - Won in 5 categories. - Most Admired company - Best National Mobile operator - Operator with Rural performance - Best VAS provider - Best Enterprise services

Airtel Vision Airtel will be the most loved brand, enriching the lives of millions
By 2015, airtel will be the most loved brand, enriching the lives of millions. Loved by more customers Targeted by top talent Benchmarked by more business

Airtel Mission
We will meet the mobile communication needs of our customers through: "Enriching lives means putting the customer at the heart of everything we do. We will meet their needs based on our deep understanding of their ambitions, wherever they are. By having this focus we will enrich our own lives and those of our other key stakeholders. Only then will we be thought of as exciting, innovation, on their side and a truly world class company."

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CHAPTER III DISTRIBUTION PROCEDURE & SALES FORCE

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Airtel distribution channel:

Distribution procedure and Margins: In Urban Areas Airtel directly supply its products to the distributors in Urban Areas through Territory Manager. Territory Manager distributes the products as per demand for individual distributors, which is scheduled as per the target for the territory. In urban areas the Margin for the Distributor is 1.3%. Distributor distributes the products to the FSEs. Their job is to supply those products to the Retailers. The Retailers margin is 2.7% (2.5% margin on RCV Rs.10/- and for all other RCVs the margin is 2.7%). So, from this above analysis and distribution channel system, the outcomes are. 1. The company is spending nearly 4% in Urban Areas. 2. In Rural Areas the company is spending a margin nearly 4.5%. (So the company has been taken a great step in sales maximization in rural areas that they will be able to reduce the margin and will not have a loss in rural areas.) Stock system in distribution: The complete stock maintenance procedure is categorically divided in two parts. 1. Stock to be maintained by Distributor 2. Stock to be maintained by Retailer In the case of Distributor: The distributor has to keep the LAPU balance for minimum 7 days; Here 35% of the value must be in RCV. In the case of Retailer: The retailer has to keep LAPU balance for 3 days (minimum amount Rs.1500); Here 33% of the value must be in RCV. (The FSE visits each Outlet in alternative days whether there is any shortage of product or not. The supply system of Airtel is so strong that a Retailer will never go with shortage of product. It is also a compulsory task for each FSE to go and to ask Retailers whether there is any shortage of product, once in every 2 days.)

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SALES: (The way Airtel sales designed)

Selection of Sales Force

Controlling of Sales Force

Sales Manager

Tranning of Sales Force

Motivating of Sales Force

Selection of sales forceThey recruited separate department for sales and work of those employee is to get or generate more and more revenue for organization. Training of Sales Force After Recruitment they are trained their employee for effective working and in this training period they guided employee. How, when, where, what .and to whom we they can sale their product. Motivating of sales force If because of some reason any employee is not able to do their best performance in that case rather than any action they use motivation as a tool for increasing morale of that employee. Controlling of sales Force They also control the sales force because they know the importance of control system in organization. They are using these entire four step for decide their sales force and each step they are also Check they are doing right things or not and if they thing changes are needed than they
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revised whole process again. Thats why we can see the difference between Airtel sales growth and other challenger and follower. Sales Force AutomationA sale force automation solution (SFA) is a system that automatically records all the stages in a sales process. This includes a contact management system which tracks all contact that has been made with a given customer, the purpose of the contact, and any follow up that might be required. What to getEnsures that your sales effort doesnt get duplicated thereby eliminating the risk of irate customers. Sales lead tracking system creates a list of potential customers or customers of related products, through paid phone lists. Fully integrated in all departments that deal with customer service management. How it benefits Airtel sales teamFor your business: your sales team can approach the market in an organized and efficient manner. For your managers: now monitor the performance of your work force, solve potential problems and make your people more proactive. For your sales teams: now its easier to close a deal by keeping a track of your orders, proposals and clients

Airtel in Bhubaneswar Market

Number of distributor in Bhubaneswar: In Bhubaneswar region there are total 8 distributors :

1. 2. 3. 4. 5. 6. 7. 8.

HINDUSTAN AGENCY AKASH AGENCY A K TYRE AGENCY MAX TIME AGENCY BALAJI AGENCY R K AGENCY R S C AGENCY SHREE AGENCY

These are the above agency which operates the total market of Bhubaneswar region. Through this agencys the Bhubaneswar market is marketed by FSE (field sales executives) by the
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respective agency. As I had done my research under Hindustan agency, so the target of June 2011 data is described below. HINDUSTAN AGENCY has the maximum area coverage in Bhubaneswar region. I have analyzed its FSEs target and achievement :

FSE TARGET (JUNE 2011)

HINDUSTAN AGENCY REPORT (Airtel Distributor, Bhubaneswar Region)

Sl.No 1. 2. 3. 4. 5. 6. 7. 8. 9. TOTAL

FSE RCV(%) OJHA 24.00 BAIDYA 16.60 CHINMYA 16.00 BAPI 17.50 PURNA 12.50 SANTOSH 9.00 MANOJ 8.50 RAJIV 10.50 SISIR 12.50 127

G.A 1100 750 1000 1050 1050 300 300 950 550 7000

LSO 75 90 80 85 85 64 60 76 85 700

SSO 75 90 80 85 85 64 60 76 85 700

ZD 4000 4000 4000 4000 3000 2600 3000 2600 3000 30,200

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CHAPTER IV PRODUCTS OF AIRTEL, OUTLET CATEGORIZE & TARGET SETTING

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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) 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/-. 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 SIM 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. UN (space) Mobile Num to 59109 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.
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UN (space) Mob Num to 59110 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 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. Seek (space) Mobile num/SIM num to 59300

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Airtel in ODISHA Market

Orissa mobile subscriber increased by 46.8% in 2011
Mobile subscriber base of Orissa increased by 46.8% during FY2011 to reach 45.8 million Orissas growth rate is considerably higher than national average of 38.9% Orissa is one of top 5 fastest growing mobile telecom markets in India Active wireless subscriber base in Orissa is 63.6% resulting in 14.2 million active mobile users By March 2011, Orissa is 17th largest wireless telecom market in India accounting for 2.5% of total active subscriber base Mobile tele density of Orissa circle is 53.4% while active mobile tele density is at 34.0%

Bharti Airtel enjoys market leadership with 34.0% market share .

In Orissa wireless telecom market, Bharti leads with 23.1% share in terms of total subscriber base followed by BSNL (17.1%), Reliance (16.2%), Tata (11.5%) and Aircel (10.6%) Airtel extends market share in terms of active subscriber base as 93.7% of its mobile subscribers are active compared with 59.8% for BSNL and 60.6% for Reliance In terms of active subscriber base, Bharti has 34.0% market share followed by BSNL (16.1%), and Reliance (15.5%) Airtels dominance is such that the gap between market shares of top 2 players (Bharti and BSNL) is 17.9% Top 5 players accounts for 84.8% of Orissas active mobile subscriber base

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ODISHA ACTIVE MOBILE SUSCRIBERS MARKET SHARE (MARCH 2011)

Sales
7% Airtel 34% Vodafone Relience Tata 8% Aircel BSNL 9% 11% 15% Others

16%

-100% Equals to 14.2 million-

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CHAPTER V DATA ANALYSIS

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METHODOLOGY Research Methodology

Research Instrument Contact Method

:
: :

Survey Method
Questionnaire Personnel Interview

The questionnaire was the main tool used for securing the responses from the customers regard the companys products and services. The customers were contacted personally and interviewed in Bhubaneswar, Odisha. The valuable information was collected from the customers respect to their needs, wants, and opinions of the services provided by Airtel and suggestions were drawn.
DATA COLLECTIONS: The data collection is of two types. They are: 1. Primary data. 2. Secondary data Primary source of data: Meaning: primary sources of data are the data which needs the personal efforts of collect it and which are not readily available. Primary sources of data are the other type of sources through which the data was collected.

Following are the few ways in which the data was collected: 1. Questionnaires: Its set of questions on a sheet of paper was being given to the respondents of fill it, based on which data was interpreted. 2. Direct interviewing: Direct interviewing involved the process where I asked the questions directly to the retailers and got the feedback.

Secondary sources of data: Secondary sources are the other important sources through which the data were collected. These are the readily available sources of the data where one had no need to put 24 | P a g e

much effort to collect because it is already been collected and part in an elderly manner by some researchers, experts and specialties. The Secondary sources helpful for study were: Textbooks like marketing management, research methodology, advertisement and sales promotion etc. 1. Internet was made use for the collection of the data. 2. Newspapers were also referred. 3. Business magazines were also referred. 4. Some journals were also referred. 5. Library survey:

This was also undertaken for the collection of data. This type of research is based on books, periodical, journals, documentation, and secondary data etc., which are available in the library.

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DATA INTERPRETATION & ANALYSIS 1. AGE OF THE RETAILERS?

Age group Tabulating in percentage the age group of Retailers

Age group 18-25 28-35 36-45 Above -45

GRAPHICAL REPRESENTATION:

Percentage (%) 25 47 22 6

age group
6% 25% 22% 18-25 28-35 36-45 above 45

47%

Above figure shows that researcher having surveyed 18 respondents, 25% belong to age group 18-28%, 47% belong to age group 28-35%, belong to age group 36-45 and 6% above age of 45.

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2. WHICH BRAND OF THE TELECOM OPERATOR YOU PREFER MOST?

AIRTEL VODAFONE BSNL AIRCEL STEL UNINOR

36% 29% 14% 7% 3% 11%

GRAPHICAL REPRESENTATION:

Activation Preferences
3% 7% 14% 11% 36% Airtel vodafone BSNL aircel 29% stel uninor

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3. ARE YOU AWARE OF THE COUPNS LUNCHED RECENTLY?

GRAPHICAL REPRESENTATION

Knowledge of New Offers

100 90 80 70 60 50 40 30 20 10 0 76 Plan Zabardus

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4. WHICH OPERATORS PROVIDE YOU MAXIMUM MARGIN?

GRAPHICAL REPRESENTATION

Maximum Margin
6% Airtel vodafone 16% 13% 10% 13% BSNL docomo aircel smart stel uninor

16% 13%

13%

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5. FROM WHERE DO YOU GET INFORMATION ABOUT NEW OFFERS AND SCHEMES OF AIRTEL ?
GRAPHICAL REPRESENTATION

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6 WHAT IS THE FREQUENCY OF AIRTEL FSEs VISIT?

GRAPHICAL REPRESENTATION

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7. HOW MANY STOCK YOU HAVE OF AIRTEL SIM AND AIRTEL MNP SIM ?

GRAPHICAL REPRESENTATION

SIM and MNP Stock

Airtel SIM Stock Airtel MNP SIM stock

33%

67%

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8. AVERAGE ACTIVATION TIME FOR NEW SIM CONNECTIONS

GRAPHICAL REPRESENTATION

Average Activation Time

Slow 18% Average 20%

Quick 62%

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9. DOES FSE PROVIDE YOU ALL PRODUCT INFORMATION?

GRAPHICAL REPRESENTATION

Means of Communication used by FSE

Telecomunication 60.07

Verbal

75

Document

71.42

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10. DOES FSE HELP YOU IN SOLVING PROBLEMS RELATED TO AIRTEL?

GRAPHICAL REPRESENTATION

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11. ARE YOU AWARE OF JULYS SCHEME AIRTEL SUPER STAR OF ODISHA?

GRAPHICAL REPRESENTATION

Chart Title

41% 59%

Aware UnAware

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CHAPTER VI CONCLUSION AND RECOMMENDATIONS

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CONCLUSION
Airtel facing a steep competition in Bhubaneswar Market. It is that Bhubaneswar is the toughest market inthe 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
including rural areas.

all over the state

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
get more margins comparatively to urban areas.

region to

Retailers are unhappy with Airtel 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.

RECOMMENDATIONS
There are following suggestions for marketing strategies for Airtel38 | P a g e

1. 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 customer-facing 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. 5. Flexible pricing model will enable Bharti Airtel to avoid major increases in capital expenditures

CHAPTER VI QUESTIONNAIRE

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QUESTIONNAIRE
RETAILER SURVEY (PLEASE TICK WHERE NECESSARY)

1. NAME OF SHOP: ________________________________________________________ 2. LAPU No. OF AIRTEL: ______________________________________________________ 3. DO YOU SELL AIRTEL SIM CARDS- YES.. NO.. A) IF YES i) ACTIVATION/MONTH-.. ii) SIM CARD STOCK-.. iii) MNP SIM CARD STOCK-.. 4. WHICH OPERATORS DO YOU AWARE OF ? a. AIRTEL b. VODAFONE c. BSNL d. DOCOMO
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e. AIRCEL f. IDEA g. SMART h. TATA INDICOM i. STEL j. UNINOR 5. WHICH BRAND OF THE TELECOM OPERATOR YOU PREFER MOST ? a) AIRTEL b) AIRCEL c) VODAFONE d) BSNL e) DOCOMO f) AIRCEL g) IDEA h) SMART i) STEL j) UNINOR 6. WHY DO YOU MOST PREFER THIS BRAND? a) b) c) d) e) AVAILABILITY OF RECHARCE COUPON SERVICE FACILITY NETWORK COVERAGE HIGH REVENUE DEMAND OF THE CUSTOMERS

7. WHICH OPERATORS PROVIDE YOU MAXIMUM MARGIN? a) AIRTEL b) VODAFONE c) RELIANCE d) STEL e) UNINOR

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8.FROM WHERE DO YOU GET INFORMATION ABOUT NEW OFFERS AND SCHEMES OF AIRTEL ? a) FSE b) SMS c) AIRTEL OFFICIAL d) TV ADD e) NEWSPAPER f) HOARDINGS 9. WHAT IS YOUR OPINION ABOUT THE AIRTEL PRODUCTS? a) BAD b) GOOD c) EXCELLENT 10.IF BAD,COMPLAINS ARE MOSTLY a) b) c) d) ACTIVATION RELATED VAS RELATED TALKTIME RELATED NETWORK RELATED

11. WHICH COMPANY DO YOU MOSTLY ACTIVATE? AIRTEL VODAFONE BSNL STEL UNINOR 12. ARE YOU SATISFIED WITH EXISTING SCHEME OF AIRTEL? A) YES B) NO 13. IF NO, REASONS OF DISSATISFACTION? a) NO NEW SCHEME. b) DOCUMENT SUBMISSION PROBLEM c) RARELY VISITING OF FSEs d) PRE-PAYMENT SCHEME 14. AVERAGE ACTIVATION TIME FOR NEW SIM CONNECTIONS a) QUICK
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b) AVERAGE c) SLOW 15. WHAT IS THE FREQUENCY OF AIRTEL FSEs VISIT? a) DAILY b) WEEKLY c) WHENEVER CALLED 16. DOES FSE PROVIDE YOU ALL PRODUCT INFORMATION? a) b) c) FORM OF DOCUMENT ORALLY FORM OF TELE COMMUNICATION

17. DOES FSE HELP YOU IN SOLVING PROBLEMS RELATED TO AIRTEL? a) YES b) NO 18. HOW FREQUENTLY AIRTEL OFFICIALS (TSM/ZSM) VISIT YOU? a) REGULAR b) SOMETIME c) NOT AT ALL

19. ARE YOU AWARE OF THE COUPNS LUNCHED RECENTLY? a) 76 b) ZABARDUS 20. ARE YOU AWARE OF JULYS SCHEME AIRTEL SUPER STAR OF ODISHA? a) AWARE b) UNAWARE

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BIBLIOGRAPHY
Books 1. Havalder K.K. and Vasant M.C. (2007), Sales and Distribution Management, Tata McGraw Hill, New Delhi. 2. Philip Kotler and Kevin Lane Keller (12e), Marketing Management, Pearson. 3. Mamoria, C.B and Gankar, S.V (2002) Personnel Management Published by Himalaya Publishing House. 4. Virmani, B.R. And Seth Premila (1985) Evaluating Management Training and Development Published By Vision Book Pvt Ltd. 5. Kulkarni M.V, Marketing Research (IV Edition), Everest Publication House, New Delhi, 2003. Websites: 1. www.scribd.com 2. www.12manage.com
3. www.docstoc.com 4. www.citeman.com 5. www.wikipedia.org 6. www.Codeproject.com 7. www.Projectstoday.com 8. www.Freelancer.com 9. www.Slideshare.net 10. www.airtel.in

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Journals 1. JMR 2. Forbes 3. Business Today 4. Business Week 5. Business

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