A REPORT ON

A study to understand the working of ‘Bajaj Finserv’ ‘LENDING’ on

Consumer Durable Goods and Digital Products

BY

AKHIB KHAN

PRN: 2051501740

BATCH: 2015-2017

UNDER THE GUIDANCE

Prof. : PAYAL SAMDARIYA

Submitted to

“Savitribai Phule Pune University”

In partial fulfilment of the requirement for the award of degree of Master of Business
Administration (MBA)

Through

AKI’s Poona Institute of Management Sciences & Entrepreneurship

Camp, Pune-411001

2016-2017

1
 DECLARATION

I Mr. Akhib Khan hereby declare that this Summer Internship Program (SIP) on “A study to
understand the working of Bajaj Finserv Lending on Consumer Durable Goods and Digital
Products” is the record of authentic work carried out by me during the period from 1st April, 2016
to 15th May, 2016, and has not been submitted earlier to any University or Institute for the award
of any degree / diploma etc..

NAME OF THE STUDENT: - Mr. Akhib Khan

PRN: - 2051501740

DATE: -

PLACE: - PUNE

2
 ACKNOWLEDGEMENT

First and Foremost I would like to thank AKI’S POONA INSTIUTTE OF MANAGEMENT
SCIENCE & ENTERPRENUER (PIMSE), for giving me the opportunity to get acknowledged
with the corporate world with the help of Summer Internship Programme.

It really helped me to gain practical knowledge and made me figure out how working in corporate
as professionals is completely different from theoretical knowledge that we gain during our
academics.

I express my gratitude towards my Faculty Mentor and Guide

Prof. Prof. Payal Samdariya Company Mentor Mr. Shashnak Rai, who really helped me
throughout the SIP.

Special thanks to Mr. Vicky Chouhan, Area Sales Manager and Mr. Shashank Rai, Sales
Manager, for making me learn how-about of the entire Bajaj Finserv Lending Procedure.

At the end of the SIP, I learnt lot many things. I was able to interact well with the customers despite
of the language barrier I used to face earlier. According to the paying capacity at a particular point
of time of an individual, I used to tell them the schemes available on their product which would
satisfy them.

I did round about 150-250 logins which was my achievement during the programme.

Thanks and regards.

3
 CERTIFICATE

This is to certify that Mr.AKHIB KHAN of “AKI’S POONA INSTITUTE OF MANAGEMENT

SCIENCE & ENTERPRENUER(PIMSE) PUNE, has successfully completed the SIP work titled
“A study to understand the working of ‘Bajaj Finserv LENDING’ on Consumer Durable
Goods and Digital Products” in partial fulfilment of requirement for the completion of MBA
course as prescribed by the PIMSE.

This SIP report is the record of authentic work carried out by him/ her during the last semester.
He / She have worked under my guidance.

4
 INDEX

CH. NO. TOPICS PAGE NO

1 EXECUTIVE SUMMARY 6

2 PROFILE OF THE ORGANISATION 8

3 OBJECTIVES OF STUDY 11

4 RESEARCH METHODOLOGY 14

5 CONCEPTUAL FRAMEWORK 18

6 DATA ANALYSIS AND INTERPRETATION 30

7 LEARNING THROUGH THE PROJECT 41

8 RECOMMENDATION & CONTRIBUTION 43

9 CONCLUSION 45

10 BIBLIOGRAPHY / REFERENCES 47

5
 Chapter: 1

Executive Summary

6
 EXECUTIVE SUMMARY

The project title focuses on the lending procedure of consumer goods and digital products.

Besides these, the company also provides personal loans, home loans, loans on two and three
wheelers, loans against securities and insurance services; e.t.c. Bajaj Finserv covers a wide area.

Talking about the lending procedure on Consumer Durables and Digital Products, the company
provides loans on 0% interest. On top of this, there are various schemes which have Zero-Down
payment facility, which means customers can take their financed products with them without
making any down payment.

Apart from this, company provides EMI cards (i.e. Existing Membership Identification Card.) to
their customers, which give them the facility to skip all the documentation process from the very
next time; they again come for the loan.

Now talking about my SIP, it was started on 1st April, 2016. For 45 Days, I worked in Croma Store,
Hadapsar. I had to go daily from morning 11:00am to evening 9:00pm and till 9:30pm on
Weekends.

The work assigned to me was to interact with the customers and making them aware regarding the
schemes and the loans approved through the login activity that is done on Bajaj Finserv online
portal “Galaxie”or “SSP” and finally reaching to the process of financing the customer’s loan.

All this helped me to better understand the whole lending procedure.

7
 Chapter: 2

Organization Profile

8
 COMPANY PROFILE

The company started off as sugar manufacturing company in 1931 and has grown to become one
of the country’s largest business houses.

This company covered a whole range of industries, from automobiles, home appliances, digital
products to lighting, iron and steel, insurance, travel and finance.

India is undergoing rapid growth and development. Rich people can buy things at whatever cost
they are getting it. But middle and lower class cannot stop dreaming for things which cannot be
afforded by them.

Bajaj Finserv is the company which is giving individuals to grab expensive products, CD Goods,
Digital Product on EMIs and at 0% interest, which can help them to improve their lifestyle and
also further help to grow real estate business.

Bajaj Finserv offers loans for various needs. We offer loans for Bajaj Auto Two Wheelers wider
the name of Bajaj Auto Finance Ltd. We offer Consumer Durable Loans. Personal Loans. Loan
against Property. Small Business Loans. Construction Equipment Loans. Loan against Securities
and Insurance Services under the name of Bajaj Finserv. Bajaj Finserv is one of the most
diversified NBFCs in the market catering to more than 5 minion customers across the country.
Apan from being a well-recognized organization, they pride us for holding the highest credit
rating of FAAA/Stable for any NBFC in the country today. The product offerings include
Consumer Durable Loans. Personal Loans. Loan against Property. Small &min.. Loans. Two-
wheeler and Three —Wheeler Loans. Construction Equipment Loans. Loans against Securities
and Insurance Services.

Bajaj Finserv was formed in April 2007 as a result of its demerger from Bajaj Auto Limited to act
as a pure play financial services business. The process of demerger was completed in Feb 2008.

This demerger was not only to unlock values in the high growth business areas of Auto, Insurance,
Finance sectors and Wind Power but also to run independently these core businesses and to
strengthen the competencies.
9
The wind power project, the stakes in the life and general insurance companies and consumer
finance along with their respective assets and liabilities got vested in Bajaj Finserv Limited. In
addition to that cash and cash equivalent of INR 8,000 million (then market value) was also
transferred to the company.

The demerger has enabled investors to hold separate focused stocks and also facilitate transparent
benchmarking of the companies to their peers in their respective industries.

The constantly changing demographics and dynamics of the Indian economy, has led to creation
of various needs of the average Indian customer. The Indian customer now demands proper
avenues of channelizing their savings, financial protection and is also desirous of spending more
on valuable goods and services. All these wants need to be met by dynamic players in the financial
services space. Bajaj Finserv was formed specifically to cater to these needs. The company was
also formed to touch and improve the lives of a growing number of people in the country, and in
doing so, deliver superior corporate values to its shareholders.

The operating companies carry with them the Bajaj brand, which carries with it decades of
commitment to business ethics, integrity and highest standards of fiduciary responsibility.

Bajaj Finserv Limited is the holding company for the financial services businesses of the Bajaj
Group. Its insurance joint ventures with Allianz SE, Germany namely Bajaj Allianz Life Insurance
Company Limited and Bajaj Allianz General Insurance Company Limited are engaged in life and
general insurance business respectively. Its subsidiary Bajaj Finance Limited is a Non Banking
Finance Company engaged in consumer finance, SME finance and commercial lending. Bajaj
Financial Solutions Limited, a wholly owned subsidiary of Bajaj Finserv Limited is engaged in
wealth advisory business.

Bajaj Finserv has a vision to become a full fledged financial services company and be the financial
partner to the Indian consumer and help him across his financial needs, whether for finance, for
investment management, for protection or for post retirement support, throughout his lifecycle.

Bajaj Finserv is a consumer focused company with emphasis on profitable growth and operational
efficiency to deliver best results to all its stakeholders. It endeavors to become a full fledged

10
financial services company and be the financial partner to the Indian consumer and help him across
his financial needs throughout his lifecycle. Bajaj Finserv is a consumer focused company with
emphasis on profitable growth and operational efficiency to deliver best results to all its
stakeholders. Bajaj Finserv Group companies share common values of Reliability, Innovation and
Efficiency and provide customers with high quality products and services. Key focus areas for
Bajaj Finserv are Lending, Investment, Protection and Advisory.

VISION
1. To attain world class Excellency by demonstrating value added products to customers.
2. To attain brand value by learning, innovation, perfection and transparency.
3. To ensure proactively, to create the future through innovation.
4. To set new standards and reach near to perfection.
5. To convey clear conviction and characterize themselves.

MISSION

1. Focus on value based lending.

2. Fostering team work and enhancing the capability of team.
3. Continual Improvement.
4. Total elimination of fraud practices.
5. Ensuring easy and quick accessibility to customers.

Consumer Durables Finance

Present in the top 79 cities of the country, we are now the largest in India. We financed over 10%
of all consumer electronics sold in the country in the last year. We finance one out of every four
LCD and Plasma televisions sold in the country. Last year, we acquired more than 1.45 million
new customers, through our over 2,500 points of sale across the country.

11
Our existing customers can enjoy special benefits of their relationship with the. With EMI card,
any of our existing customers can go and buy their next consumer durable from our partner outlets
with the simple swipe of the EMI card. There is no need for any additional documents.
We have recently introduced Extended Warranty on all purchases made through our 0% interest
Consumer Durables Finance. With Extended Warranty, you get an additional one-year warranty,
over and above the manufacturer’s warranty on your consumer durable.
For more details on the EMI Card and Extended Warranty, click on the ‘What We Do’ button on
the top of your screen and make a selection from the drop-down menu.

0% Interest Consumer Durables Finance

With the 0% interest Consumer Durables Finance from Bajaj Finserv Lending, you don't have to
pay any interest whatsoever on the loan amount opted for. Simply divide the total amount of
purchase with the loan tenor opted for, pay a few installments upfront along with a nominal
processing fee and off you go with your favourite consumer durable. There are no hidden charges
whatsoever.

Products covered for Finance

0% interest Consumer Durables Finance is available on a wide range of products and in over 80
cities across India. Hereunder is an indicative list of products covered:

o LED/LCD/CTV

o Washing Machines

o Microwave Ovens

o Refrigerators,

o Cameras/Camcorders

o Dishwashers

o Generators

o Cooking Range products

12
 o Dryers

o Laptops (Select)

o Air purifiers / Water Purifiers / R.O.

o Music Systems

o Inverters

o Air conditioners

Present in the top 79 cities of the country, we are now the largest in India. We financed over 10%
of all consumer electronics sold in the country in the last year. We finance one out of every four
LCD and Plasma televisions sold in the country. Last year, we acquired more than 1.45 million
new customers, through our over 2,500 points of sale across the country. Our existing customers
can enjoy special benefits of their relationship with the EMI card, any of our existing customers
can go and buy their next consumer durable from our partner outlets with the simple swipe of the
EMI card. There is no need for any additional documents.

13
 Chapter: 3

Objectives of study

Objectives of study

OBJECTIVE OF STUDY

14
  To provide financial assistance to customers of croma by Bajaj Finserv”.

 To handle various type of Customer’s

 To provide basic information of lending process to the customer’s

 To collect the basic document from the customer

 To make the customer aware about the schemes available in Bajaj Finance to purchase the
consumer durables.

15
 Chapter: 4

Research Methodology

Research Methodology

16
INTRODUCTION
Research is the systematic process of collecting and analyzing information (data) in order to increase
our understanding of the phenomenon about which we are concerned or interested. It is an activity that
helps to improve the processes and products in every field of life like industry, business, medicine,
education, agriculture, economics etc. It is considered to be the more formal, systematic, intensive
process of carrying out scientific analysis and it involves a systematic investigation that may result in
a formal record of procedures and some kind of generalization.
Every project work is based on certain methodology, which is a way to systematically solve the problem
or attain its objectives. It is very important guideline and lead to completion of any project work through
observation, data collection and data analysis.
The project is mainly undertaken to find out financial assistance for consumer durable goods. The
intention of the study is to find out the work process of finance desk at big and small counters and
dealers prevailing with BFL.

Descriptive research

Descriptive research is undertaken to gain insights concerning factors affecting sales of the
organization. The questionnaire is framed in such a way that it covers almost all the aspect of the sales.
To understand the needs of customer so that it can improve its service and sales. Description of the
sales factors as compared to leading brand was prepared before the survey.
The design must focus attention on following:
1.Formulating the objective of the study.
2.Designing the methods of data collection.
3.Selecting the sample.
4.Collecting the data.
5.Processing and analyzing the data.
6.Reporting the findings.

DATA COLLECTION

Data sources:

17
Primary data: The Primary Data required for this project work was collected through
Questionnaires. This method consisted of preparing detailed questions covering the strategies of
finance penetration in the Company. Thereafter it was distributed amongst a total of 100 personnel of
the Company (respondents). The format of the Questionnaire is attached as Annexure I to this report.

Secondary data: The secondary data mainly consists of data and information collected from
websites. Secondary It was collected from internal as well as external sources

Research Instrument
Research Instrument is nothing but the method of data collection to be used for the research. Structured
Questionnaire has been used as a research instrument for both FOS as well as Dealers.

Sample Design

A sample design is a definite plan for obtaining a sample from a given population. It refers to the
technique or the procedure the researcher would adopt in selecting items for the sample. It is determined
before data are collected. The steps are:-
Sampling Universe:-
 Pune City

 Sampling Unit:-
 Customer financing consumer durable loan

 Sample Size:-
 100

18
 Sampling Method: - Non Probability Convenience Sampling.
SAMPLE FRAME

Type of research Descriptive

Sample universe Pune region
Sample frame Western, central and Eastern areas in Pune.
Sampling unit Customers financing consumer durables.
Sample size 100
Sample design Non probabilistic – Convenience sampling
Data collection method Primary data & secondary data
Data analysis method Tabulation, pie-chart.

19
 Chapter: 5

Conceptual Framework

20
 Conceptual Framework

Bajaj Finance Limited is a Non-Banking Finance Company engaged in consumer finance, SME
finance and commercial lending. Bajaj Financial Solutions Limited, a wholly owned subsidiary
of BFL is engaged in wealth advisory business.
BFL is one of the leading financiers in the market offering: 0%interest on lifestyle product and
consumer durable product finance on EMI.
An easily avail on a loan for products like LCD, LED, Color TV, Refrigerator, Washing Machine,
Air Conditioner, Music System, Microwave amongst a host of other products.
BFLconsumer durable loan comes with 0% financing and with a small fee. One can apply online on
their website and get an instant approval or visit a dealership to easily avail a loan. It provides on the
spot approval with minimum documentation & fast processing.
They offer finance for various infrastructure related equipment’s in the field of Construction, Mining,
and Material Handling businesses so you can go ahead and construct your own path to success. They
extend finance with attractive benefits for both new as well as used equipment
BFL offers loans for various needs. We offer loans for Bajaj Auto Two Wheelers under the name of
Bajaj Auto Finance Ltd. We offer Consumer Durable Loans, Personal Loans, Loan against Property,
Small Business Loans, Construction Equipment Loans, Loan against Securities and Insurance
Services under the name of BFL.
BFL is one of the most diversified NBFCs in the market catering to more than 5 million customers
across the country. The product offerings include Consumer Durable Loans, Personal Loans, Loan
against Property, Small Business Loans, Two-wheeler and Three-wheeler Loans, Construction
Equipment Loans, Loan against Securities and Insurance Services.

Bajaj Finserv is a company which provide loans on consumer durable goods, digital products,
e.t.c.

Besides these, it also provides personal loans, home loans, e.t.c.

Talking about Consumer Durables and Digital Products, there are various schemes available for
each product. These schemes subject to change every month or after a certain period of time on a
regular basis.
21
As we know the key work of the company is to provide loans, so this involves certain steps,
which need to be followed, hence certain formalities need to be necessarily fulfilled.

Procedure of Bajaj Finserv Lending :

At the ground level, there are certain steps need to be followed until the loan is actually granted.
These include:

 Making the customers aware regarding all the schemes.

 Calculating the Down Payments and the EMIs.
 Collecting the basic documents (KYC documents).
 Customer’s Login Activity.
 Telling the customers regarding the EMI Card(i.e. Existing Membership Cards) Benefits.
 Preparing DO.
 Filling up the forms.
 Sending the customers files to Bajaj Finserv Pune Branch.

1) Making Customers aware regarding all the schemes for the product
they want to buy.

There are several schemes available on single product. Schemes are like 10/2+999, 10/666, 12/0.

In the first case “2” indicates No. of advance EMI to be paid as Down payment, whereas 10
indicates the Gross Tenure and 999 is the amount in Rs. which is levied on certain products like
mobile, laptops as Processing Fees.

In second case Rs. 666 is to be paid as Down Payment and rest of the amount as EMIs that needs
to be paid in 10 months.

In the third case, the scheme is 12/0, which means customer need not to pay any down payment
and can pay the whole amount in 12 EMIs. This scheme is only offered to reliable customers.

22
 2) Calculating the Down Payment and EMIs.(Case Study of XYZ)
Taking the above cases into consideration, if the product is Samsung Mobile J7, at my store, this
mobile was the most frequently sold mobile. So For instance the cost of this is INR 15000, what
would be the DP and EMI in each following cases :

(i) 10/2+999
Down payment = 15000/10*2= Rs. 3000.
EMI= 15000/10= Rs. 1500 EMI for each 8 remaining months.
Processing Fees= Rs. 999 (To be paid with Down Payment).
(ii) 10/666
Down payment = Rs. 666
EMI= 15000-666=14334/10= Rs. 1433 EMI for 10 months.
(iii) 12/0
Down payment = 0
EMI= 15000/12= Rs. 1250 EMI for each 12 months.

3) Collecting the KYC Documents.

For getting the approval on loans, customers need to submit the basic following documents :

a) Id Proof
b) Address Proof
c) 1 Cancelled Cheque

4) Customer’s Login Activity.

23
With the help of :

a) Customers Basic Details

b) Product Details &
c) Product Scheme Details, the customer’s login is done to get the approval on the product that
customer wants to buy.
There are commonly used surrogates, according to which login activity is done, some of
them are :
(I) WOW
[2.1] – Credit Card
-Documents Required: KYC Docs. & Charge Slip.
-All schemes available on Consumer Goods and Digital Products.
[2.7] – Salaried Income Proof Program
- KYC Documents
- Salary statement, Company Statement
- All schemes available for Consumer Durable Goods.
- Only Normal Schemes and not Special Schemes like 12/0 for Digital Products.
- Loan granted according to the person’s earnings.
[2.2] Salaried ( Working In Companies)
- KYC Documents
- I-Card.
[2.5] Existing Customer
- KYC Documents
-All schemes for Consumer Durables and only normal for Digital Products.
[2.6] Other Loan- Cibil ( Self - Employed)
- KYC Documents
-Cibil Score should be more than 750.
- All schemes for CD and Digital goods.
[1.22] EMI Card
- Only Id Proof needed.
[1.2V] Virtual Card
-Login to DM site rest same.

24
 [2.21] Debit Card
- KYC Documents
- Down payment minimum Rs. 1500 to be swiped.
- Debit Card with customer’s name
- Cheque of same account
- Scheme valid – 12/4
- Only for salaried customers.
WOW EXTENSION
[5.14] Banking
-KYC Documents
- Bank Statement of 6 months
- Schemes available – 12/4, 18/4, 10/2, 18/6
- No special schemes for these.

5) Telling the customers regarding the EMI Cards.

EMI Card is a membership card which costs a very nominal value of Rs.349only. This
membership card has certain benefits. With the help of this, customers need not undergo whole
documentation process, they just need to show this card and their Id Proof.

There are many special schemes that

come time to time which can only be availed by EMI Card Members.

25
 6) Preparing DO, (DELIVERY ORDER)

After getting the approval on the loan, Delivery Order needs to be prepared, mentioning all the
product details.

7) Filling up the forms.

26
There are certain forms need to be filled after following the above processes, most specific ones
are the :

a) Consumer Finance Application Form

b) EMI Card Form
c) Long Term Sheet.
d) Prepare the DM(Disbursement Memo)
e) Attach all the KYC

Application Form

27
EMI CARD FORM (Existing Membership Identification Card)

28
29
Loan Term Sheet (LTS)

30
DM (Disbursement Memo)

31
32
 8) Finally sending the files to Bajaj Finserv Pune Branch

After all the procedure the files need to be sent to Bajaj Finserv Office for final verification.

These are the steps, necessary to be followed for Bajaj Finserv Lending Procedure.

Customer can also access his loan details through Bajaj Finserv Portal

33
 Chapter: 6

Data Analysis& interpretation

34
DATA ANALYSIS AND INTERPRETATION

1. GENDER

1.Male

2.Female

S.NO PARTICULAR No. of respondents %

GENDER
1 Male 59 59
2 female 41 41
S.NO total 100 100

total

41
male
female
59

Interpretation:

As you can see from the above data that the percentage of male customer for financing the
product is more than females.

35
2. WHAT IS YOUR OCCUPATION?

1-Self Employed

2-Salaried

3-Student

4-Other

S.NO PARTICULAR NO. OF RESPONDENT %

WHAT IS YOUR OCCUPATION
1 SELF EMPLOYED 69 69
2 SALARIED 25 25
3 STUDENT 4 4
4 OTHER 2 2
TOTAL 100 100

2%

4%

25%

self employed
salaried
student
other

69%

Interpretation:

As you can see from the above data that the percentage of Salaried person are more than from
student and self-employed.

36
3. YOUR MONTHLY INCOME?

1-10000-20000

2-20000-30000

3-30000-40000

4-40000-50000

5-MORE THAN 50000

S.NO PARTICULAR NO. OF RESPONDENT %

YOUR MONTHLY INCOME
1 10000-20000 26
2 20000-30000 23
3 30000-40000 25
4 40000-50000 17
5 MORE THAN 50000 9
TOTAL 100 100

YOUR MONTHLY
9% INCOME?

26% 10000-20000

17%
20000-30000

30000-40000

40000-50000
25% 23%

MORE THAN 50000

Interpretation:

As you can see from the above data we can see that people who had there monthly income
between 10,000-20,000 take the benefit of financing there product as compare to other high
income earning people it shows that bajaj finserv scheme

37
4. WHAT HAVE YOU PURCHASED?

1-CE(consumer electronics)

2-HA(home appliance)

3-DIGITAL

S.NO PARTICULAR NO. OF RESPONDENT %

WHAT HAVE YOU PURCHASED
1 CONSUMER ELECTRONICS 50 50
2 HOME APPLIANCE 22 22
3 DIGITAL 28 28
TOTAL 100 100

28%

CE(consumer electronics

50% HA(home applience)

DIGITAL

22%

Interpretation:

According to above data 50% of consumer coming to the store were buying consumer electronics
were financed as compare to digital & home appliance as an digital product there was processing
fee charged for finance so, people get more of consumer electronics financed

38
5. ARE YOU AWARE OF THE BAJAJ EMI CARD?

1. YES

2. NO

S.NO PARTICULAR RESPONDENTS %

ARE YOU AWARE OF THE BAJAJ EMI CARD
1 YES 39 39
2 NO 61 61
TOTAL 100 100

Sales

39

YES
NO
61

Interpretation:

61% of people are not aware of Bajaj EMI card and 39% are aware.

39
 6. ARE YOU AWARE OF THE EXTENDED WARRANTY SCHEME?

1. YES

2. NO

S.NO PARTICULAR RESPONDENTS %

ARE YOU AWARE OF THE EXTENDED WARRANTY SCHEME?

1 YES 41 41
2 NO 59 59
Total 100 100

Sales
00

41
YES
NO
59

Interpretation:

59% of the customers are not aware of the Extended Warranty Scheme and 41% are aware of it.

40
7. WHAT DID YOU LIKE THE MOST IN OUR SERVICE?

1-our convenient down payment option

2-attractive schemes

3-interest free

4-quick and easy document procedure

S.NO PARTICULAR NO. OF RESPONDENT %

WHAT DID YOU LIKE THE MOST IN OUR SERVICE
1 OUR CONVENIENT DOWN PAYMENT OPTION 10 10

2 -ATTRACTIVE SCHEMES 18 18

3 INTEREST FREE 70 70

4 QUICK AND EASY DOCUMENT PROCEDURE 2 2

TOTAL 100 100

2%

10%
OUR CONVENIENT DOWN
PAYMENT OPTION
18% ATTRACTIVE SCHEME

INTEREST FREE

QUICK AND EASY

70% DOCUMENT PROCEDURE

Interpretation:

According to above data 70% of customer were happy and liked the interest free service
provided by the bajaj finserv and 18% were satisfied with attractive schemes

41
8- ARE YOU SATISFIED WITH OUR SERVICE

1-YES

2-NO

S.NO PARTICULAR NO. OF RESPONDENT %

ARE YOU SATIEFIED WITH OUR SERVICE
1 YES 92 92
2 NO 8 8
TOTAL 100 100

8%

YES
NO

92%

Interpretation:

92% of people or customer were satisfied by the service of bajaj finserv . people or costumer
who are not satisfied with our service were very little in percentage

42
9. HOW MUCH WOULD YOU LIKE TO RATE OUR SERVICE OUT OF 5?

1. POOR

2. AVERAGE

3. GOOD

4. BETTER

5. EXCELLENT

S.NO PARTICULAR NO. OF RESPONDENT %

HOW MUCH WOULD YOU LIKE TO
RATE OUR SERVICE OUT OF 5?

1 1 2 2
2 2 10 10
3 3 21 21
4 4 29 29
5 5 38 38
TOTAL 100 100

2%

10%

1
38%
2
21%
3
4
5

29%

Interpretation:

38% of the cutomers rated 5 out of 5 to the services of bajaj finserv and 29% rated 4 out of 5,
21% of the customer rated 3 out of 5, 10% of the customer rated 5 out of 2 , 2% of the customer
rated 1out of 5

43
10. WOULD YOU LIKE TO KNOW ABOUT FUTURE OFFERS?

1-YES

2-NO

S.NO PARTICULAR NO. OF %

RESPONDENT
WOULD YOU LIKE TO KNOW ABOUT FUTURE OFFERS?

1 YES 94 94
2 NO 6 6
TOTAL 100 100

6%

YES
NO

94%

Interpretation:

As you can see from the above data that people who want to know about the future offers are
94% and the people who don’t want to know about future offer are very less in number.

44
 Chapter: 7

Learning through the project

45
 LEARNING FROM THE PROJECTS

 I have learned that how to present the schemes to the customer.

 I learned how to explain the schemes to the different departments of the company.

 I also learned how to tackle the customers by informing them if special scheme is available
like 0 down payment or minimum down payment ( e.g. Rs 1999)

 One of the learnings also includes informing the benefits of the card to the customer and
also to existing customer of Bajaj.

 Informing about the recovery policy of the company (3 bucket system)

 Know about the per login cost

 Started login on the system and take approval and generate DO(delivery order)

 Know why the customer is rejected on the basis of CIBIL SCORE.

 Why the customer is sent on Field verification

 When the file is finally disbursed the payment is made to the dealer.

 Reason behind why loan given on digital product (laptop and mobile ) is very strict as

 Compare to consumer durable product.

 Promote the company by poster and banner in the store.

 How to complete the file by filling the ECS form.

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 Chapter: 8

RECOMMENDATION & CONTRIBUTION

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 RECOMMENDATION

 There is no awareness about 0% finance scheme to customers. So, Therefore, BFL should
make its customers aware about the 0% finance schemes.

 Customers think that BFL will take some hidden charges from them, if they take durable loan
at 0% from Bajaj Finserv. So the BFL removes the wrong thinking of customer and to explain
in detail loan procedure.

 BFL initially have the system of swiping of EMI card but due to some difficulty they stopped
it, I think Bajaj should work upon this as this can save more time for customer as well as for
Sale Executive and he can serve more non-EMI card user and convert them into EMI card
holder.

 More Scheme plan should be incorporated for non- credit card user as they are more in number
and are more prospecting customer

 The quality of hiring support staff is not up to the mark as they fail to serve the customer in
absence of SE(Senior Executive)

 Customers don’t carry all the required document all the time and some of them don’t want to
come again. This happens mainly due to lack of proper information

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 CONTRIBUTION

 To convert the cash or card customer for Bajaj Finserv.

 To help the SE(senior exectutive) for making files.

 To send the file at Bajaj Finserv Branch for Disbursement.

 To educate the store sales staff about Bajaj Finserv Scheme.

 To aware about the schemes to the customer

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 Chapter: 9

BIBLIOGRAPHY / REFERENCES

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 BIBLIOGRAPHY / REFERENCES

https://onlinedm.bajajfinserv.in/_layouts/B2B_2010_LoginControls/B2B_CustomLogin.aspx

https://eu3.salesforce.com/sserv/login.jsp?orgId=00D20000000Ipz3

https://business-loan.bajaj
finance.com/_layouts/B2B_2010_LoginControls/B2B_CustomLogin.aspx

www.bajajfinservlending.in

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