Documente Academic
Documente Profesional
Documente Cultură
ON
“MARKETING STRATEGIES OF
VIDEOCON & COMPARISON WITH ITS COMPETITORS”
SUBMITTED TO SUBMITTED BY
Dr. RAJESH KUMAR SHARMA
SHRIPAT SHRIVASTAVA
HOD (BBA Deptt.)
BBA (VI Sem)
Roll No. 8431558
PROJECT GUIDE
Mr. NEERAJ KAUSHIK
Project Guide
2
STUDENT’S DECLARATION
COMPETITORS”.
3
ACKNOWLEDGEMENT
be branded ungrateful.
and Mr. Neeraj Kaushik, Project Guide, SBIHE, Shamli, U.P. for their
SHRIPAT SHRIVASTAVA
BBA (VI Sem)
4
TABLE OF CONTENTS
• PREFACE
• EXECUTIVE SUMMARY
• INTRODUCTION
• RESEARCH METHODOLOGY
• FINDINGS
• RECOMMENDATIONS
• DATA ANALYSIS
• BIBLIOGRAPHY
• QUESTIONNAIRE
• ANNEXURE – LIST
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PREFACE
A project report is an outcome of sincere labour of curious minds. The importance of academic
course would gain advantage and acceptance of the true form only through practical experience.
Hence, it is quite necessary to put theories into tasks. And this is more important when you are
studying in any professional course like BBA summer training project under the guidance of a competent
person. This provides future managers with the exposure needed to groom their personality and
I had been doing the same in research project. There I had learned about the Marketing strategy of
Videocon.
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EXECUTIVE SUMMERY
CTV industry is one of the fastest growing industry in India. Since in India TV penetration is just
24% and of this 24% major share goes to urban areas, so Indian rural area where 74% of the Indian
population inhabits presents an enormous growth opportunity for the CTV industry, because of
rising rate of growth of GDP, growth in disposable income, easy availability of bank loans at
cheaper interest rates, a steep downturn in prices of CTVs , and innovation of new and user
friendly technologies.
First it required to understand the Indian CTV market; secondly it required to find out the factors
which can affect customer’s buying decisions and how they can affect buying decision and to find
out what factor affects dealer satisfaction and why; thirdly it required to approach customer and
understand what exactly he/ she wants in the products and company’s service on the basis of his/
her response; fourthly it required to approach the dealers and understand him, his psyche, and his
expectations from the company; fifthly it required the researcher to identify the areas where
improvements are possible on the basis f the dealer’s and customer’s responses; and lastly it
From the analysis of responses of the randomly chosen 100 dealers and 100 customers from the
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Firstly dealers satisfaction, brand recall and awareness, customers satisfaction and feeling of
belongingness are the major factors which contribute directly to the sales of any company;
secondly dealer’s recommendation plays a vital role in generating sales, it is responsible for 30-
40% of dealer’s total sales; thirdly brad name, price, and quality are the customer’s 1st, 2nd, and 3rd
preferences respectively; fourthly a good customer support system can get a lot of word of mouth
to the company; fifthly customers want schemes with no significant change in price and good
schemes can generate 40-50% of total sales of that particular product; and lastly 69% of
respondents either have or want to have one Flat screen TV in future, exchange offer have a good
opportunity.
On the basis of findings following are the conclusions that were drawn firstly sales of any
company depends on many other parameters like customer support system, promotional activities,
pricing, and availability of company’s products; secondly dealer’s recommendation directly related
with dealer satisfaction which can only be there when dealer gets good margin, there s a good
demand of the company’s products in the market, dealer is given proper attention by the company,
and dealer need not to incur additional cost at the time of sale and after the sale; thirdly after sales
service of a company depends on many other parameters like knowledge of technical people to
mend the device, efficiency of call centre and service centre, availability of spare parts and service
vehicles; brand awareness and brand visibility has to be good to increase customer queries at the
time of purchase and hence sale; lastly three major areas of improvement are-: after sales service,
Thus having identified major areas of improvement, following recommendations were made-
firstly to improve brand visibility and awareness deploying hoardings at strategic places, TV
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dailies and popular FM channels, practising of aggressive public relation exercise, offers to dealers
on best Point of purchase display, tie-up with companies and sponsor TV quiz shows to present
company’s products as a offer gift and prize were recommended; secondly to improve after sales
service increasing efficiency of call centre and service centre were recommended, and lastly to
improve dealer satisfaction increasing frequency of sales people visit, reducing variation in sales
people visit from small dealer to big dealers, issuing dealer certificate, and a monthly dealers
The report has elaborate descriptions of the issues mentioned above and also some associated
issues. The report looks forward to make some difference in the existing state of affairs and the
researcher sincerely hopes that this work would help its readers in getting an insight into the topic
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OVERVIEW OF THE PROJECT
In today’s cutthroat competition each and every company wants the more and more share of the
market pie and it is very necessary for companies to know where they are lacking, what are the
possible areas of improvement, and by what way they can keep customers and dealers happy it is
found out generally by asking customers and dealers what they are lacking in and what possible
improvements can be made in company’s present strategy to improve their convenience.
Because it is often easier for consumers and dealers to focus on what they feel they lack rather than
on what they want, researchers usually get more information if they ask consumers and dealers about
their gripes or complaints. So researchers are focusing more on their dissatisfactions with the current
company’s strategy (that is, consumers’ problems) rather than asking about what are their needs and
wants.
Similarly in the TV industry existing companies are doing what they can do for improving
convenience of dealers and customers the possibility of improvement lies in the knowing what the
competitors are doing and what else can be done for improving customers and dealers satisfaction to
stay in competition.
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OBJECTIVE OF THE PROJECT: -
Keeping in line with the Project topic, the following objectives were chosen for the project: -
1. To know brand perception of Videocon among customers and dealers
2. To find out brand penetration of Videocon vis-à-vis its competitors
3. To know effectiveness of Videocon’s customer support system vis-à-vis its competitors
4. To understand the promotional strategy of Videocon and its competitors.
On the basis of the results obtained from the above, recommendation has to be made to made
possible improvement in the Videocon strategy and hence to improve its image in the market.
THE APPROACH USED: -
A six-step approach was used for the project: -
1. To understand the Indian CTV market
2. To find out the factors which can affect customer’s buying decisions and how they can affect
buying decision and to find out what factor affects dealer satisfaction and why
3. Approach customer and understand what exactly he/ she wants in the products and company’s
service on the basis of his/ her response
4. To approach the dealers and understand him, his psyche, and his expectations from the
company
5. To identify the areas where improvements are possible on the basis f the dealer’s and
customer’s responses
6. To suggest how improvement can be done in identified areas
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INTRODUCTION
CTV came in India in 1980 during ASIAD GAMES. With the inception of CTVs several players
emerged im the market. These entrants were Western, Salora, Dynora, Crown, Akai, and Uptron.
The late 80s saw a massive shakeout and half of the players were out of the market, earlier it was
“sellers market”, but with the cutthroat competition this turned into “Buyers market”.
After 1988 only few players were left in the market with fringe presence of other regional players in the
market. In the posts liberalization era of 1991 major players are LG, Samsung, Videocon, BPL, Onida,
Sony, Phillips,&Aiwa.
PRESENT SITUATION: -
At present Indian CTV market is of the size 6 million units that is quite small in comparison to other
countries like China (30 million units), US (22 millions units).
Here are the facts related to Indian CTV industry
• B & W TV population in the country is at 59 million units
• Color TV population in the country is at 30 million sets. However this is fast changing CTV
registering double digit growth, while B & W TVs sales witnessing degrowth.
• 192 million urban and rural households have access to television, but only 42% of these own a
TV set.
• TV commands a 72% of average 13 hours spent on traditional media by Indians.
• TV sales have grown at a CAGR of 25% over the last five years
This shows the size of the market still untapped and could generate a great future opportunity for
consumer durable players now each and every player is trying to increase his share in the market pie
by practicing different strategies in the market.
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A FICCI SURVEY: -
In a survey done by FICCI on the consumer durable industry has highlighted buoyant trends in the all
three segments – White goods, consumer electronics, and electronic components during the fiscal 2005-
06. Emerging opportunities and the strong fundamentals of the economy are expected to pave the way
The survey offers insight into the dynamics of growth in a competitive market environment and has
• Rate of growth in production has been more in terms of quantity or volume rather than in terms
of value for a number of products. This has happened as a result of constantly falling prices over the years
due to competition among the major players, aggressive marketing strategies of the players, and declining
import tariffs. Quality products and technology upgradation has helped the industry to achieve higher
• The share of unorganized segment has come down to only to 8-10% from earlier 40-50% due to
growth in production in the organized segment and domestic availability of branded products due top
lowering of import duties and other liberal measures. The price difference between branded and unbranded
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products has narrowed down, and with branded players providing good after sales services, and support
• Demand is cyclical and seasonal. It is high during festive season and is generally depends on
good monsoons.
• Increasing consumer awareness and preference for new modals have added to the demand.
Products like air conditioner, color TVs are no longer perceived as luxury products but are treated as a
• Attractive consumer loan schemes with reduced interest rate over the years by the financial
institutions and commercial banks and the higher purchase schemes have added to the surge in demand.
Besides, the consumer goods companies are themselves coming out with attractive financing schemes for
• Some sectors have recorded double digit growth in terms of quantity produced are Color TVs
(18.5%), Air Conditioner (15.2%), Microwave Ovens (26.7%), DVD players (100%).
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GROWTH RATE
CTV sales has witnessed a double digit growth in the last fiscal year this particular sector has seen a
growth of 18.51% in volume terms and 7.77% in value terms
Graph- (1)
Graph- (2)
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Graph- (2)
The 14”, 20” and 21” TVs are the most widely sold, accounting for about 90% of the market and in this
category FLAT screen TVs is the fastest growing segment. Share of FLAT screen TVs is expected to
increase from current 5% of the CTV sales to 10% by within 2 years. In the market Korean majors have
been growing at a fast pace, giving stiff competition to existing domestic as well as global players.
The no. of homes with cable and satellite access have grown 290 lakhs homes in 2002 to 400 lakhs
homes in 2005, a 31% annual growth in the last two years
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Graph(2)
17
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RESEARCH METHODOLOGY
No research is undertaken without a clear and predefined objective. For this research the
On the basis of the results obtained from the above, recommendation has to be made
possible improvement in the Videocon strategy and hence to improve its image in the market.
RESEARCH DESIGN
The research design used for this research is Exploratory research Design.
2. Scope of Research
3. Information Needed
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a) Primary: - Dealer’s expectations from he company about service, margin, promotional
products, brand recall, attraction for Flat TVs, buying decision maker
b) Secondary: - details about the colour TV market, the details of the competitors’ activities,
The primary data was collected through a survey of the dealers and consumers of East Delhi market.
The secondary data was collected from research journals, research and informative websites and
visits to competitors.
6. Scaling techniques
(a) Rank Order Scaling: - Consumers were presented with several factors influencing decision
Dealers were present with several factors influencing customer’s decision of buying a colour TV
(b) Likert Scaling: - Respondents were presented with five response categories ranging from satisfied
Keeping in mind the information required for achieving the objectives of the research, the
questionnaire was developed and was pre-tested on a small sample of 25 respondents chosen on a
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a. Questions generating classification and identification information (name, age group, profession,
c. Question based on semantic differential scale (5-point scale) and rank order.
d. Open-ended questions were put in to get the views of the respondents at large.
e. Codes were assigned to the responses of the classification questions and to the rating question
8. Sampling techniques
a) Sample Unit: - the sample unit for the research comprises of-
b) Sample size: - the sample size for the study was of 100 authorised and unauthorised dealers
c) Sampling Procedure: - simple random sampling method was used to choose the respondents
d) Fieldwork
The fieldwork was carried out for 45 days and the primary locations visited were as follows: -
a. For dealers: - Vikas marg, Shahdara, Karawal Nagar, Bhajanpura, Parwana Road, Dilshad
Garden, Mayur Vihar phase I and III, , Gandhi Nagar, Durgapuri, Nand Nagri and other.
b. For customers: - Laxmi Nagar, Preet Vihar, Savita Vihar, Gandhi Nagar, Shahdara, Karawal
• The data collected was analyzed using simple statistical measures and frequency distribution.
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• The ranks were calculated using the summation method- the smallest the sum, the higher the
rank.
• The average ratings of performances were arrived at by taking out the simple average of the sum
FINDINGS
According to my survey Videocon’s sale is 1047, 697 and 300 units less than its three biggest competitors LG,
Samsung, Sony respectively in 21”+20” flat TV market and 516 and 137 less than in 20”+21” ffst TV market.
Sales in 25” market is 30,30 and 42 less then LG, Samsung and Sony respectively. Sales in the 29” flat color
TV market is 83, 60 and 34 units less then LG, Samsung and Sony respectively and 54, 48, and 40 less then
LG, Samsung and Sony for ffst TV market. The reasons, which I found for the same are;
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Graph-(5)
Sales Flat
1600
159
1400 38
1200 116
1000 38
Graph-(6)
23
Sales FFST
1400
109
1200
1000
103
800
Unit Sales 55
600 1129
19
400 750
613 10
465
200 270
0
LG Samsung Videocon Onida BPL
Name of the Company
20"+21" 29"
• Dealer satisfaction:
Inference for this point has been derived from Questionnaire 1; question number 1, 4, 8, and 10
With LG, Samsung and Sony dealers have no need to convince customers to buy the product because these
brands have associated themselves with good quality, good service that means less dealer pain after selling
• Brand recall:
Brands Like LG, Samsung are providing a very good advertisement support to their brand with catchy and
frequent ads on TV, Internet, Radio, In News Papers, Magazines by which they have made their place in the
consumer’s mind, which is one of the reason why customer’s first preference is LG, Samsung and Sony.
Sony has associated itself with superior quality world over, so most of the customers of premium class and
• Customer’s satisfaction:
24
Inference for this point has been derived from Questionnaire 2; question number 3, 5, 9, and 12.
After buying if there is a problem in Television then customer just has to approach once to dealer or service
center and his/her TV would be corrected, this is the philosophy with which LG, Samsung and Sony are doing
their business. So in this kind of environment customer has to take minimum pain that is why he is satisfied
B. AVAILABILITY OF BRAND:
Availability of Videocon’s color television in the East Delhi market is at 79% shops whiles its biggest
competitor LG’s products are available at 94% shops and Samsung’s products are available at 84% shops,
which means: -
Graph-(7)
100
90
80
70
60
50 93
Availability in % 82 78
40 69 73
60
30 55
20
10
0
LG Samsung Vide ocon O nida BPL Sony O thers
25
• No access:
Customers of rest 21% shops have no access to Videocon’s products and this is because dealers of 21% shops
don’t want to keep Videocon’s product because of the low demand of Videocon’s products and its not
satisfactory after sales service, there is also a possibility that those dealers have not been approached.
With 79% penetration Videocon has almost equal penetration what its nearest competitor Samsung (83%
Main reason, which I found for the same, is, some of the good dealers of Videocon are planning not to keep
Videocon in future and hence not taking much interest in selling Videocon, because with Videocon’s products
they take lot of pain regarding after sales service, confirmation of prices, confirmation of schemes.
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DEALER’S RECOMMENDATION:
Dealer’s recommendation plays a vital role in generating sales, with sheer recommendation dealers can sell up
to 30-40% of their total sales, in the survey it has been observed that;
Graph-(8)
Dealer's Recommendation
Others
Sony
5%
BPL 4% No
4% Recomme
Onida ndation
5% 34%
Videocon
18%
Samsung LG
14% 16%
Note: - different shades in the pie chart show the percentage of most recommended brand by
the dealers
• 34% dealers are not in favor of recommendation for any brand to their customers, so this 34% market
is able to generate major amount of revenue for brands those who has good brand equity and has
created brand awareness and hence good brand recall, resulting in customer’s choice.
• 16% of the dealers specially recommending LG brand because of its
- Brand Equity
- Service
- Customer’s first preference
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- Aesthetics
- Schemes
- Pricing
- Quality
• 14% of the dealers are recommending Samsung the most because of its;
- Brand Equity
- Service
- Quality
- Schemes
- Features
- Aesthetics
• 18% of the dealers are recommending Videocon the most, and most of them are small dealers, main
- Margin
- Quality
- Features
- Pricing
- Warranty
Most of them are recommending Videocon just because of the margin it is providing and nothing else.
• 5% of the dealers recommending Onida at first place and the only reason why they are recommending
Onida is its quality, as it is told by dealers that quality wise Onida is the best among all the brands
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• 4% of the dealers are recommending BPL at first place, and the main reason for the same are
- Margin
- Brand awareness
- Quality
- Quality
- Service
- Features
- Brand awareness
- Aesthetics
• 5% recommends other brands like Sansui, T-series, Akai, Sharp, and Thomson at first place.
Main reason for recommending them is the margin they are providing and processing of their products.
Some players like Sansui, and Sharp are doing good on some other parameters like;
- Service
- Quality
- Warranty
- Pricing
EFERENCE:
a) Price
b) Quality
c) Consumer Scheme
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d) Aesthetics
e) Brand Name
g) Dealer’s Recommendation
h) Finance Facility
Graph-(9)
Features
4.5
4.28 4.29
4.5
4
3.15
3.5
3
2.23
Waighted 2.5
Average 2
1.56
1.5
0.5
0
Price Quality Consumer Aesthetics Brand Name Service
Scheme
Parameters
Note: - Bars in the Bar graph shows the weighted average of ranks given by all the
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Table (1)
Parameter Rank Weighted Average of the ranks given by all the respondents
Brand Name 1 1.56
Price 2 2.23
Quality 3 3.15
Customer Schemes 4 4.28
After sales service 5 4.5
Aesthetics 5 4.29
Dealer recommendation 6 4.7
Finance facility 7 4.8
This means that most of the customers go for brands, which have created brand awareness and are doing
effective promotional activities. This also shows how important it is to improve the brand awareness for
This is an indicator of how price sensitive Indian customers are and companies with best of pricing are the
best performer in the industry, but price alone is not suffice for making a company market leader.
This means that customers of East Delhi market have almost equal thirst for good quality as they have for
reasonable prices. No company can compromise with quality for reducing prices this indicates.
This means that with the help of good schemes companies can lure more no. of customers to buy their
products.
After sales service and Aesthetics both comes out to be no.5 on in the ranking of consumer preference.
After sales service according to dealers plays a vital role in generating sales because if customer’s
experience is good with brand regarding after sales service or regarding any thing for that purpose then
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this experience of the customer will spread through word of mouth and also generates brand loyalty
among the customers. So with slight problem in quality and very good after sales service companies can
Aesthetics also play a vital role because after seeing Brand Name customer goes for most beautiful look
Dealer’s recommendation alone can generate 30-40% of the total sales of the dealer. Companies those
who has good relations with dealers can get more recommendation and take away more part of this 30-
40%.
g) Since major portion of East Delhi consist of people of lower middle class and lower class so it is not
possible for them to pay 7000-8000 in a single instalment that is why there is a major need for finance
facility, and if that finance can be made available at reasonable interest rates than this can boost the sales.
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BRAND PREFERENCE:
In the survey it was found that 53.8% of customers prefers foreign brands, in comparison only 17% of the
customers prefers Indian brands and rest 30% have no special inclination, this shows that;
• Foreign companies like LG, Samsung and Sony are giving much more attention to their
customers in terms of understanding what Indian customer wants in terms of Quality, After
Graph-(10)
Brand Preference
No Inclination
30%
Foreign Brand
53%
Indian Brand
17%
• Foreign companies have position themselves into customer’s mind in such a way that customer
associates “superior quality” with “Sony”, “good after sales service”, with “LG and Samsung”.
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• 30% customers those who are with no special inclination are mostly the first time buyers and buys
under the influence of dealer’s recommendation.
• It lessens dealer’s pain which he has to inflict while dealing with customers who has any complain,
if he can not get customer’s faulty product corrected with in 1 or 2 call then this inconvenience of
the customer results into the inconvenience of the dealer which results in the diminishing interest
of the dealer in selling the company’s products and if he can get the product corrected within 1-2
phone calls then this reduction in inconvenience works as a motivator to the dealer to sell the
company’s products with willingness and can also turn dealer’s recommendation in the favor of the
company.
• A poor after sales at times increases the dealer’s cost to get the faulty product corrected (cost
which he has to incur in form of the phone bill which increases with delay in the service) so this
• With only one call if company’s service people are at the customer’s door then this shows the
commitment of the company’s workforce and in turn commitment of the company towards its
Graph-(11)
34
After Sales Service
4 3.73 3.79
3.43
3.5
3 2.56
2.5
Weighted 1.99
2
Average
1.5
1
0.5
0
LG Samsung Onida Videocon BPL
Company Name
Following table is showing the rank different companies has been given on after sales service
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Table (2)
Company Rank on After Sales Service Weighted Average of the ranks given by all the
respondents
LG 1 1.99
Samsung 2 2.56
Sony 3 3.01
Videocon 4 3.43
Onida 5 3.73
BPL 6 3.79
Others 7 4.25
• In the survey LG appeared to be the best after sales provider, followed by Samsung, Sony,
Videocon, Onida, BPL at 2nd, 3rd, 4th, 5th, 6th place respectively.
• After sales service can increase the loyal customers by a significant no. as it is told by the
respondents.
• It was found that if by mistake any faulty TV is delivered by company or by distributor and after
that if dealer or retailer asks for replacement then he has to suffer a lot, in some cases faulty TV
has not been replaced for 3 to 9 months this type of activities deteriorates the company’s image
• In the survey I was told by dealers that Videocon’s franchisee system in which company hands
over all the responsibility after sales service to distributor is most of the time not works well,
because if distributor has bad relations with retailer then he does not give proper attention to that
particular retailer in terms of after sales service and ultimately this is the customer who has to
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G. KNOWLEDGE OF TECHNICAL FORCE:
A very crucial factor, which directly affects after sales service is knowledge of technical force because of
following reasons;
Table (3)
Company Rank on Knowledge of technical force
LG 1
Samsung 2
Sony 3
Onida 4
Videocon 5
BPL 6
Others 7
• If company’s technical people are unable to detect fault due to which device is not functioning well
then customer has to suffer and in turn it creates a bed impression about company in the customer’s
mind, this experience of the customer spreads through word of mouth with a cumulative effect.
• If one or two visit technical person cannot detect fault in the device, then company has to send
them at the customer’s door 3rd, 4th, 5th time even, this increase in the no.of visits increases
company’s cost with negative image in the customer’s mind about the company that means double
loss.
technical force followed by Samsung, Sony, Onida, Videocon and BPL at No. 2nd, 3rd, 4th, 5th and
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H. SALES FORCE VISIT:
Sales force visit is the thing which holds much of the importance because of following reasons;
• Regular sales force visit is the thing, which develops feeling of belongingness among the dealers
for company, in a way that dealer, thinks the company is active in the market and takes more
• Regular sales people visit also ensures that there is no communication gap between company and
dealers about exactly what schemes company is running and what is the price of a particular
model at particular time, if there is a change, which reduces dealer’s cost which he has to incured
in the form of phone bill and also keep the things moving smoothly.
Table (4)
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• In terms of sales people visit LG is No. one, its sales people gives the most frequent visit in the
market followed by Others at No. 2; and Samsung and Videocon both at No. 3. At No. 4, 5, and 6;
• Some of the good dealers have told that Videocon is a “inactive company (inactive)”, its sales
people doesn’t visit frequently in the market, average frequency is stood at 20 days that cannot be
I. MARGIN:
Margin is the sole motive of any business. Dealer’s margin has to be taken care of because of its importance in
generating sales.
• Margin can be put at the topmost priority of dealers, so company, which provides more
margin to dealers, can easily turn dealer’s recommendation (which they give to their
• Margin which dealers get on selling a particular company’s product is found as a great
motivator in the survey this margin further motivates dealer to sell that company’s product
more in number.
• Videocon was found as No. 1 Company in providing margins to its dealers and that is the
sole reason, which I found responsible for more No. of dealers are recommending
Videocon, but most of the dealers those who are recommending Videocon are small dealers
that is why effect of their recommendation cannot be seen in the sales figures.
39
Graph- (12)
Margin
4
3.57
3.5
3 2.81
2.54 2.59
2.5
Weighted
2 1.77
Average
1.5
1
0.5
0
LG Samsung Onida Videocon BPL
Company Name
• Videocon was ranked 1st in providing margins to its dealers followed by Samsung, LG,
Onida, BPL standing at 2nd, 3rd, 4th, and 5th position respectively by the dealers of East Delhi.
40
J. PRICING:
Indian market is a very price sensitive market; here customer wants value for money for each rupee he spends
that means good quality at low price is what customer wants. My observations of East Delhi market has
revealed following points:
• In my survey of East Delhi market I observed that most of the areas are not posh areas except some,
residents of those areas are people who want all modern equipments at lowest price possible, so it
holds true for color TVs.
• Companies who has low cost high quality products at offer have slight advantage in terms of sale, that
is the reason why Videocon is at no. 4 in terms of sales, leading ahead of its competitor who has
almost same quality at offer, but only pricing cannot make any company the leader in the East Delhi
market to become leader in the East Delhi market company has to pay its attention simultaneously at
After Sales Service, Quality, Dealer Satisfaction, Schemes too.
Graph- (13)
41
Pricing
4
3.59
3.5 3.19
3 2.71
2.5
Weighted 1.93
2 1.83
Average
1.5
0.5
0
LG Samsung Videocon BPL Onida
Company Name
• Videocon came out at No. 1 in terms of pricing at offer, followed by LG, Samsung, Onida, and
• Though other brands like T-Series, Oscer, Bush, Akai, and Sharp are offering very low prices but
they lack on other parameters like After Sales Service, Quality, Brand Equity, Dealer’s
K. SCHEMES:
Good schemes works as a magnet for companies to attract customers. Schemes are generally run by
companies at some special events or during festival season, though I found that schemes during non
42
festival season can also generate good amount of sales. In the survey it was observed that:
DVD+T-shirt
TV + VCD
Holiday package
This Samsung’s scheme has got maximum recall, the reasons are: -
-: Amount of advertising this scheme has got is more than any other scheme.
• Videocon came out at No. 3 in running schemes with its following schemes: -
Its SMS offer “Buy 1 DVD player for Rs. 5990 and get 10 DVDs +19 VCDs worth Rs. 5990
absolutely free.
This scheme of Videocon has very low recall reasons, which I found for the same are;
There is very insignificant display material is displayed at shops endorsing this scheme
L. PROMOTIONAL ACTIVITIES:
Promotion activities are the backbone of any brand building and awareness creation exercise; it increases the
brand recall and puts the brand at top of the mind (TOM) of customers, so in short it increases brand recall
results in increased queries about product which ultimately results in increased sales.
43
In the survey of East Delhi market it was told by the dealers that:
• Videocon has not been able to create demand among customers for its products, due to which dealers
• Brand recall of Videocon is very low which directly affects customer’s decision at the time of
purchase, for example a small number of people know that Videocon produces Flat televisions so there is very
less probability that customer who does not know the kind of product (Flat TV) he is purchasing is also
Following are the promotional activities, which Videocon and its competitors are doing:
LG: -
• Have tied up with some good movie theatres to put its televisions at the entrance of movie
theatres
44
• Putting hoardings at strategic places
ONIDA: -
VIDEOCON: -
BPL: -
45
MAJOR FINDINGS:II (BRAND PERCEPTION AND BRAND PENETRATION
CUSTOMER PERCEPTION:
Videocon”,
• Researcher’s observations:
Videocon is a company, which has low tech; low price products at offer this indirectly means that
Videocon is a company, which is offering same modals for years nothing is new and innovative,
Following things were observed in the survey about brands giving value for money:
46
Following graph shows percentage of people believes that which all companies giving value for money
• Only 8.325% of respondents said that ‘Videocon’ is giving value for money, reason being the
perception what people has about ‘Videocon’, its brand equity is somewhere at average or on the lower
• LG and Samsung are at the top position with 30% of the respondents have given their views in
favour
of each of these brands, reason being the good brand equity these brand have, good customer support
• Sony was declared as No. 2 in terms of giving value for money, reasons for the same are
the high
prices of Sony’s products and most of the respondents were from middle class and lower middle class.
• Onida and BPL with 8.325% of the respondents have casted their vote in favour of each of these
Graph- (14)
47
Value for money
Sony
15%
LG
30%
Videocon
9%
BPL
8%
Onida
8%
Samsung
30%
Following graph shows percentage of people and their age group who takes buying decision in their families.
• 53% of the respondents said that person who takes decision about which company’s product to
buy is 20-30 years old.
• 7% of the respondents said that in their family buying decision maker is of the age 30-40 years,
so effectively in 60% of the families person who decides which company’s and which model to
buy is of the age below 40 years .
• Rest 40% of the respondents told that age of buying decision maker is above 40 years.
48
Graph- (15)
>40
40%
20-30
53%
30-40
7%
Table (5)
Dealer’s Response Customer’s Response
53% of the customers like foreign 53% of the families have buying
brand decision maker of the age between 20-
30 years old
17% of the customers like Indian brand 7% of families have buying decision
maker of the age between 30-40 years
old
30% of the customers have no special 40% of families have buying maker
inclination above 40 years
49
This indicates that youngsters plays a major role in making or assisting in the same in today’s Indian families
and generally would like to go for foreign brands, so there is a need attract these youngsters.
D. PENETRATION
Following graph shows percentage penetration of different companies in East Delhi market;
• 20% of the respondents have other brands (Akai, Aiwa, Sansui, Thomson, Nelco, Sharp et-cetra)
in their home
Graph-(16)
50
Penetration
Others LG
20% 20%
Sony
10%
Samsung
20%
Videocon
15% Onida
BPL 5%
10%
Penetration can only be improved when people know about company’s product and trusts the quality of the
products that all depends how a company has positioned itself in the customer’s mind, Videocon has
positioned itself as a low tech; low price product maker so this position need to be improved
51
E. ATTRACTION FOR FLAT TVs
Following graph would give different reasons why people like Flat TVs
Graph- (17)
Attraction quality
13%
nothing
30%
new tech
13%
• 31% of the respondents said that there is nothing special in flat TVs
• 19% of the respondents said that it’s the aesthetics of the flat screen TVs which attracts the
most.
• 25% of the respondents believe that picture clarity is much better in the flat screen TVs than
conventional TVs, which attracts the most.
• 13% of the respondents believes that flat screen is a new technology and they should give a try
to it.
• 12% of the respondents believes that overall quality of flat screen TVs is on the higher side
than
conventional TVs.
So effectively 69% of the respondents want to give a try to flat screen TVs for one reason or another,
this shows that flat screen technology has a promising future and presents a good opportunity for
exchange offers run by companies.
52
F. BRAND RECALL
When I asked about which all companies produces flat screen TVs then following results came out
based on the responses I got:-
• 80% of the respondents know that LG produces flat screen TVs
• 75% of the respondents know that Samsung produces flat screen TVs
• 75% of the respondents know that Sony produces flat screen TVs
Following Graph shows percentage of brand recall for different brands among customers
Graph- (18)
Videocon
12%
BPL Samsung
14% 23%
Onida
9%
53
• 40% of the respondents know that Videocon produces flat screen TVs
• 45% of the respondents know that Onida produces flat screen TVs
• 20% of the respondents know that BPL produces flat screen TVs
• 25% of the respondents know that other brands (like Sansui, Sharp, Akai, Aiwa, Phillips,
Thomson)
produces flat screen TVs
So there is a great need to educate customers about Videocon’s product range to increase sales.
CONCLUSIONS
Based on my findings following are the conclusions, which I have reached at.
1. RELATION OF SALES WITH OTHER PARAMETERS:
Sales of any company is not the separate thing in itself, it is interlinked with many of the other parameters
like:-
Customer support system give the surety to customer that after purchasing the product if product
• Promotional activities (like advertisement support, visibility of brand, offerings to both customers and
dealers etc.).
Promotional activities increase the brand awareness, which puts the brand at top of mind of customer
• Pricing-:-
54
Good pricing puts more customers in the range who can afford the product and hence increases sales.
If the product is not available at the particular shop there is very less probability that customer would
demand for the product unless the company has a very strong brand name in the market.
• Dealer’s recommendation:-
Dealer’s recommendation affects customer’s decision about which company’s product he should go for
this is the general feeling among the customer that dealer can guide them well because he knows about
Dealer’s recommendation is the thing, which can affect 30-40% of the total sales and this is directly
• Dealer’s cost of selling company’s products (cost which he has to incur while forwarding customer’s
• Dealer is given proper attention by company in terms of after sales service, dealer visit, availability of all
To keep after sales service at par company has to give proper attention to it’s: -
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• Technical force ability to detect fault.
• Efficiency of its call center, in a way time taken in forwarding a complain to service center and its ability
4. Brand awareness is needed to be improved for increasing customer queries at the time of purchase and
so to increase sales. This puts a psychological effect on customer’s mind while taking the decision
5. Regular sales people visit is very much important in terms to wipe out all the confusion what dealers
have regarding pricing, offers and any other confusion regarding company’s policies.
Regular sales people visit also give an impression to dealers that company is giving them proper
attention.
6. Videocon has a very low brand visibility in public in terms of hoardings, advertisements, and articles in
To create brand awareness and in turn sales brand visibility need to be improved.
7. It was found that Videocon’s sales people visit varies according to dealer’s turnover, it is fair but there is
a need to maintain a consistency in visits to small dealers too, since small dealers are more in number
and there is not much difference in combined sales of small dealers and combined sales of big dealers,
8. There are some cases where a particular dealer is selling more number of units of other brands and less
number of Videocon’s units, these types of dealers should not be underestimated and should be given
proper attention.
56
9. POSSIBLE AREAS OF IMPROVEMENT:
Major areas where improvements are possible in Videocon’s marketing and sales strategy are as follows: -
• After sales service
• Brand recall
• Brand awareness and brand visibility
• Designs of modals
• Availability of modals, when dealers need them
• People’s perception about Videocon
• Dealer satisfaction
9. LG is overall market leader in Delhi market followed by Samsung, Videocon, Onida and BPL at 2nd,
3rd, 4th and 5th place.
Sony is most trusted brand in terms of quality.
57
RECOMMENDATIONS
On the basis of findings and conclusions drawn from the study following measures are recommended.
A. RECOMMENDATIONS FOR PROMOTIONAL ACTIVITIES:
58
On high buildings at crowdie places
• By telecasting advertisements on
National TV channels which are popular and have maximum number of viewers, at strategic
timings like 1 pm – 4 pm and 8 pm – 11 pm channels which can serve the purpose at these timings
are STAR TV, ZEE TV, SONY TV, STAR SPORTS, SET MAX.
Other then that Ads can also be shown on news channels like AAJ TAK, STAR NEWS at timings
ii. Awareness of Videocon brand need to be improved this can be done in following ways: -
• By giving advertisement on popular FM channels like Radio Mirchi, Radio City at strategic timings
like 7AM - 9AM, 8PM - 11PM. These are the timings when more number of people generally listen to
radio
• By taken care of public relation exercise which can affect public awareness at a fraction of the cost of
Securing editorial space in print and broadcast media to promote/hype about Videocon’s
products
Presenting news and information about the organization in the most positive light.
Identity media:- This is the visual identity that public immediately recognizes, this is generally
carried by company’s logo, stationary, brochure, sign, buildings, uniforms, and dress codes
59
Public service activities
Events like 3 day long dance party recently organized by LG, Samsung is the co-sponsor of
iii. Point of purchase (POP) display of Videocon has some area of improvement as per my analysis.
• Whenever sales person visits a dealer he must ensure that whatever Point of purchase display
• Some offers can also be given to dealers who will display the Videocon’s Point of purchase,
Mobile phone
A gift voucher
iv. Tie-up with different companies, and TV quiz shows “Bourn vita Quiz Context”, “Khul Ja Sim
Sim” can be done to present company’s products as a offer gift and prize.
Videocon’s after sales service has some area of improvement, as per my analysis following things can be
done.
i. By increasing efficiency of the call centers: - This I believe can be done in following ways:-
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• By forwarding customer’s complains to service station in at most two hours.
• All the customer queries should be responded by call center executives with patience.
• There should be flexibility to increase the capacity of the call centers in case of heavy traffic
ii. By increasing efficiency of service station: - This can be done in following ways
• After getting information about a complain from the call center, service center’s technical people
• All the important spare parts must be made available to service center people all the time, because
unavailability of the spare parts was found as a major reason for delay in Videocon’s service.
• Technical people should be given training about all possible faults that can occur in a color TV,
because many of the dealers and customers have complained that Videocon’s technical people are
• Number of service vehicles should be increased, because unavailability of vehicle is another reason for
delay in service.
• In franchisee system what Videocon has company should not hand over all the responsibilities of
servicing distributors rather it is needed to take all the responsibility by company itself to maintain
quality of service.
• Regular calling to dealers is recommended from company’s side to know about complains. This will
also
help company to improve its image in the market. This will give a feeling to dealers that company is
• If customer comes at service stations for service he must be given proper attention in terms of listening
He must be given a feeling that he is a customer and it is company’s duty to correct his faulty device.
61
• At service station he must be given some means to pass his time in case service takes a
Internet facility
TVs
These are the practices, that’s competitors like LG, and Samsung are following and more then that if he would
have a good experience then this experience of his will spread through “word of mouth”.
i. Though Videocon’s sales people visit in the market is more then it’s some competitors, but this is not
good enough its frequency need to be improved. In my survey average frequency came out once in 20
days.
I believe that this frequency should be improved to once in 7 days per dealer to reduce the possibility of
confusions about
• Schemes
• Pricing
• And most importantly would help sales people to know if there is any problem in service
ii. Sales people visit I believe should not vary to much from big dealers to small dealers, because small dealers
are equally important from sales point of view to big dealers are
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D. SUGGESTIONS FOR IMPROVING NO. OF DEALER’S RECOMMENDATION
• “Dealer certificate” is suggested, which will create a feeling among dealers that they are an
integral part of company, which in fact they are, with the amount of margin Videocon is providing
this feeling would increase the dealer’s satisfaction, which can get the company more dealer
recommendation
• “Monthly Dealer Meeting” is suggested, this meeting can be organized according to off day of a
particular area. In this type of meeting dealers can be asked to put forward their views about brand
equity, brand awareness and they can also be asked to give their advice for making improvements in
This type of activity would help company to improve its image among dealers and also give them a feeling
that they belongs to the company and ultimately get the company more number of dealers recommendation.
63
TABLES
(1) SALES
Table (6)
Size Type LG Samsung Sony Videoco Onida BPL
n
20”+21” Flat 1277 927 530 230 160 70
Note: - Data in the following tables represents the rankings given and percentage of
respondents replied in favor of particular point or company.
64
(2) AVAILABILITY OF BRAND
Table (7)
Company Availability in percentage
LG 93%
Samsung 82%
Videocon 78%
Onida 69%
BPL 55%
Sony 73%
Others 60%
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(3) DEALER’S RECOMMENDATION
Table (8)
Company Percentage of respondents recommending the
brand to their customers
No Recommendation 34%
LG 16%
Samsung 14%
Videocon 18%
Onida 5%
BPL 4%
Sony 4%
Others 5%
66
(4) CUSTOMER PREFERENCE
Table (9)
Location Price Quality Customer Aesthetics Brand Service Dealer’s
Schemes Name Recommen
dation
Nand Nagri 2 4 3 6 1 5 6
Karawal Nagar 1 2 3 3 1 4 6
Dilshad Garden 2 3 4 6 1 5 7
Bhajanpura 2 3 5 4 1 6 6
Geeta colony 2 3 4 5 1 4 6
Kalyanpuri 2 1 5 3 2 2 6
Mandawali 2 2 4 3 1 4 5
Durgapuri 1 2 3 4 1 4 5
Trilokpuri 2 3 5 4 1 5 6
Khichiripur 2 4 5 3 1 5 6
Parwana Road 1 4 3 6 2 5 6
67
Mayur Vihar 2 3 6 4 1 5 4
Phase 3
Mayur Vihar 3 2 5 4 1 4 6
Phase 1
GandhiNagar 1 3 5 5 2 4 6
Shahdara 2 3 4 6 1 5 6
Maujpur 1 3 4 5 2 6 6
VikasMarg 2 3 5 6 1 4 5
Sum of Ranking 27 48 73 77 21 77 98
Table (10)
Location LG Samsung Onida Videocon BPL Others
Nand Nagri 1 3 2 2 4 5
Karawal Nagar 2 1 5 3 4 6
Dilshad Garden 1 2 4 3 5 6
Bhajanpura 1 2 4 3 4 5
68
Geeta colony 1 2 4 5 3 6
Kalyanpuri 2 3 5 1 4 6
Mandawali 1 3 2 4 4 5
Durgapuri 1 3 4 2 4 5
Trilokpuri 1 2 2 2 2 3
Khichiripur 1 2 3 2 4 5
Parwana Road 1 3 4 2 5 6
Mayur Vihar 1 2 6 3 4 5
Phase 3
Mayur Vihar 1 2 3 4 3 5
Phase 1
Gandhi Nagar 2 1 4 5 3 6
Shahdara 1 2 3 4 5 6
Maujpur 1 1 2 3 2 4
Vikas Marg 1 2 3 5 4 6
Krishna Nagar 2 1 5 3 4 5
Sum of Ranking 22 39 65 56 68 95
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(6) KNOWLEDGE OF TECHNICAL FORCE
Table (11)
Company Ranking in East Delhi Market
LG 2
Samsung 1
Sony 3
Onida 4
Videocon 5
BPL 6
Others 7
(7) MARGIN
70
Table (12)
Location LG Samsung Onida Videocon BPL
Nand Nagri 3 5 2 1 4
Karawal Nagar 5 4 3 1 2
Dilshad Garden 4 3 1 2 5
Bhajanpura 3 2 4 1 5
Geeta colony 3 2 4 1 5
Kalyanpuri 4 3 2 1 2
Mandawali 1 3 3 2 4
Durgapuri 3 2 4 1 5
Trilokpuri 4 3 1 2 5
Khichiripur 2 2 3 1 4
Parwana Road 1 3 2 1 4
Mayur Vihar 2 4 5 1 3
Phase 3
Mayur Vihar 1 2 4 3 5
Phase 1
Gandhi Nagar 2 1 3 4 3
Shahdara 2 3 4 1 5
71
Maujpur 3 1 3 2 4
Vikas Marg 4 3 2 1 5
Krishna Nagar 3 2 4 1 5
Sum of ranking 50 48 54 27 75
(8) PRICING
Table (13)
Location/Company LG Samsung Onida Videocon BPL
Nand Nagri 2 5 4 1 3
Karawal Nagar 2 3 4 1 3
Dilshad Garden 1 3 4 2 5
Bhajanpura 2 3 4 1 5
Geeta colony 2 2 2 1 3
Kalyanpuri 2 1 2 1 3
Mandawali 1 3 2 1 3
Durgapuri 2 3 4 1 5
Trilokpuri 2 2 3 1 4
Khichiripur 1 4 3 2 5
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Parwana Road 1 4 2 1 3
Gandhi Nagar 2 1 3 4 5
Shahdara 1 3 4 2 5
Maujpur 4 3 2 1 5
Vikas Marg 2 3 4 1 5
Krishna Nagar 2 1 5 4 3
Sum Of Ranking 31 49 61 30 74
Table (14)
73
Company Percentage Of Respondent Responded In Favor Of
Company
LG 30%
Samsung 30%
Sony 15%
Onida 8%
Videocon 9%
BPL 8%
(10) PENETRATION
Table (15)
74
Company Percentage of respondents have company’s
TV at their home
LG 23%
Samsung 22%
Sony 10%
Onida 5%
Videocon 10%
BPL 10%
Others 20%
75
Table (16)
Reason for attraction towards Flat Percentage of respondents responded
screen TVs in fovor
No Attraction 31%
Aesthetics 19%
Quality 12%
76
Table (17)
Company Percentage of recall
LG 80%
Samsung 75%
Sony 75%
Onida 45%
Videocon 40%
BPL 20%
Others 25%
77
BIBLIOGRAPHY
a) Marketing Research
By: Naresh K Malhotra
Published by: Pearson Education Asia
b) Marketing Management
By: Philip Kotler
c) Marketing Research
By: Harper W Boyd, Ralph Westfall, and Stanley F. Stasch
Published by: AITBS publishers and distributors
e) Magazine
f) Durables Journal
g) www.ficci.com
h) www.indiainfoline.com
78
79
QUESTIONNAIRE FOR DEALERS
Questionnaire: 1
LG Flat
FFST
Samsung Flat
FFST
Videocon Flat
FFST
Onida Flat
FFST
BPL Flat
FFST
2. What is the most critical factor on which customer gives more emphasis while
80
LG
Samsung
Videocon
Onida
BPL
Brand-: __________________________________________
Why -: _________________________________________________________________
_________________________________________________________________
5.What are the different promotional schemes given by different companies now a
day?
Brands Schemes
LG
Samsung
Videocon
Onida
BPL
6. Are customers more inclined towards Indian brands or foreign brands or no special
inclination? What do you generally observes?
81
Brand Credit Period
LG
Samsung
Onida
Videocon
BPL
82
10. Would you like to give any suggestion for the companies?
Brand Suggestion
LG
Samsung
Onida
Videocon 11. Personal
BPL
information-:
Thank you for taking part in this survey and add value to it. I would like to you to think about the
survey you just participated in.
Please help us asses our own effectiveness on a scale of 5.
Rank-: ______________________________
If dissatisfied, why?
a) Calling at inconvenient time
b) Questionnaire was repetitive
c) Poor interview skills
d) Poorly worded questions
e) Questionnaire was difficult to answer
f) Questionnaire was too long
g) Other reason, please specify
__________________________________________________________________________________
____________________________________________
83
84
QUESTIONNAIRE FOR CUSTOMERS
Questionnaire: 2
Name:-_________________________
1. Which brands, which modal and how many color TV you have in your home (Please
fill no. of TVs you have in your home)
2. Are you planning to buy a new set, if yes which one and which brand, size, modal and
a) Flat , b) FFST
85
3. Why you would like to go for this particular brand, size and modal?
Reason-:_________________________________________________________________
__________________________________________________________________
4. What are the features you look for in a color TV (Rank 1 to 10)?
j) Indian company
a).Yes , b) No
Why-: ___________________________________________________________________
___________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
_______________________________
86
________________________________________________________________________________________
__________________________________________________
7. Do you remember any Flat TV advertisement? If yes which one and why?
________________________________________________________________________________________
________________________________________________________________________________________
_______________________________
Why-: _____________________________________________________________________
_____________________________________________________________________
8. According to you which brands’ colour TVs are total “paisa basool”?
9. What can be added on in colour TVs to make it more suitable and comfortable
87
Relation with respondent ____________________________
11. Which company’s after sales service you think or experienced is best (rank on 1 to 5
scale)?
a) Address _______________________________________________________
_______________________________________________________
c) Occupation _______________________________________________________
Thank you for taking part in this survey and add value to it. I would like to you to think about the survey
you just participated in.
Please help us asses our own effectiveness on a scale of 5.
5) Very satisfied, 4) Satisfied, 3) Neither satisfied nor dissatisfied 2) Somewhat
Rank-: ______________________________
If dissatisfied, why?
88
h) Calling at inconvenient time
__________________________________________________________________________________
__________________________________________________________________________________
_________________________
89
ANNEXURE
90
LIST OF DEALERS
City Audio vision P Ltd 1/10, Lalita park, Main Vikas Marg, Laxmi Nagar, ND-92
Handa Arcade West Guru Angad Nagar, Laxmi Nagar, Nd_92
91
Sunny Electronics Shop No. 3, U-180, Vikas Marg, Shakarpur, ND-92
Nisha Enterprises 518/1, main yamuna vihar road, Maujpur, Delhi-53
Om ji Electronics B-6, Subjji mandi road, Maujpur
Jai maa Durga Electronics 596/2, main maujpur chowk, Yamuna Vihar Road, shahdara
Yash Electronics 1449/17A, Main Loni Road, Durgapuri, Shahdara
Videocon Plaza (Shri Balaji
92
Karshni Electronics c-7, old govind pura, parwana road, near musical fountain, delhi-51
Venus Electronics f-610, main wajirabad road, opp. bajanpura bus stand, delhi-94
Durga Electronics C-2/A, wajirabad road, bajanpura, delhi-53
AK Electronics C-148, main mkt., Bhajanpura-53
Vinod Enterprises C-131/2A, tanki road, bajanpura-53
PT Yadram Electronics Tanki road, PT yadram mkt., bajanpura-53
Deepti tv center c_4, main mkt., bajanpura
Gullu Electronics E-265A, GTB enclave, Hospital road, -94
Priya Electronics F-164, DIlshad Colony, 95
Tony Electronics J-50, dilshad colony, -95
Malhotra electronics M-1/A-3, dilahad colony, delhi-95
Nutan Electronics H-122-A, dilahad gardan-95
Alliad Electronics H-140-A, dilshad gardan, -95
Deepti Electronics H-143A, dilshad gardan-95
Supar Electroics 1-main mkt, B-block, dilshad gardan
Raj Kumar Electronics E-4, Prajapati mkt, dayal pur, Delhi-94
Krishna Furniture and
93