Pallavi SIP Report

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Amity Global Business School 2011

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SUMMER INTERNSHIP PROJECT REPORT

TOPIC:

Study of Dealer Satisfaction & Problem Faced by Dealers of Data

Care Corporation

PROJECT DURATION:2nd June 2011 to 2nd August 2011

COMPANY NAME:

Data Care Corporation

Submitted by:

Pallavi N. Wadhe

StudentAGBS, Pune

MBA (20102012)

In Partial Fulfilment of

MASTER OF BUSINESS ADMINISTRATION

AMITY GLOBAL BUSINESS SCHOOL, PUNE

Faculty Guide: Industry Guide:

Prof. Nidhi Puranik Mr. Sandip Kurunwade

Marketing Faculty Manager- Operations

AGBS, Pune Mr. Prasad Dixit

Manager- Customer Care

Data Care Corporation, Pune


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CERTIFICATE

This is to certify that Miss Pallavi N. Wadhe , pursuing her MBA from

Amity Global Business School, Pune, has succes sfully completed her

two- month summer internship project on Study of dealer

satisfaction and Problem faced by dealers of Data Care

Corporation under my guidance and supervision.

This report is an authentic piece of work to the best of my knowledge.

SIGNATURE SIGNATURE

Dr. Chabi Sinha- Chavan Prof. Nidhi Puranik

Dean Faculty Guide

AGBS, Pune AGBS, Pune


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DECLARATION

I, Ms. Pallavi N. Wadhe , Student of Amity Global Business School,

Pune. Hereby declare that this project report is a result of culmination of my

sincere efforts. I declare that this submitted Work is done surely by me to the

best of my knowledge; such work not been submitted, by any other person for

the award of degree or diploma.

Date: - Pallavi N. Wadhe

Place: - Pune M.B.A. (Marketing)


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ACKNOWLEDGEMENT

I would like to express my deep sense of gratitude to the management of

Data Care Corporation , for granting me an opportunity to work on this

interesting topic. At the same time I appreciate the effort of AGBS, Pune to

motivate me for my best.

I would express my sincere thanks to our Dean, Dr. Chabi Sinha-Chavan

for granting me to undertake such an excellent project which helps me to

acquire tremendous Knowledge and self-confidence. I sincerely thank to my

project guide Nidhi Puranik Maam and express my sincere gratitude forexcellent guidance for the completion of my project.

I would also like to thank my Industry Guide at Data Care Corporation,

Mr. Prasad Dixit and Sandip Kurunwde Sir , for their valuable insights and

tips on how to get the most out of the two- months in hand, and also to make the

project better. Also, I would like to thank the Director of Data Care

Corporation, Mr . Anil Mhaske , for providing me with this valuable, and at the

same time enjoyable, learning experience.

I would like to acknowledge the work of all the people who directly or

indirectly helped me during my summer internship at Data Care Corporation,

Pune.

Last but not the least, thank you to all my classmates who helped me for

completion of this project.


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INDEX

Sr.

No.

Contents. Page

No.

1. Introduction 8

1.1: Abstract 9

1.2: Meaning / Definition 10

1.3: Importance of study 11

1.4: Research objectives 12

1.5: Scope of study 13

1.6: Research Methodology 14

1.7: Methods of data collection 15

1.8: Limitation 17

2. Company Profile 18

2.1: Introduction of Company 19

2.2: Mission of the Company 20

2.3: About Company 21

2.4: Product Information 26

3. Literature Review 30

3.1: Distrbution Channel 31

3.2: Channel Strategy Of Data Care Corporation 33

3.3: Indian IT Industry 37


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4. Data Analysis 45

4.1: Data Analysis and Data Presentation46

4.2: Introduction to Data Analysis Process 46

4.3: Data Analysis47

4.4: Conclusion60

5. 5.1: Findings 62

5.2: Suggestions 64

5.3: Conclusion 66

5.4: Bibliography 67

5.5: Appendix / Annexure 68


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LIST OF TABLES & GRAPHS

Sr.

No.

Title Of The Table & Graph Page NO.

1 Figure3.1.1: Three tier architecture of

distribution channel

34

2 Figure 3.2.1: Total PC (Desktop & Notebook)

Sales 2004-2010

43

3 Figure 1: Pie Chart showing the number of

years dealers working with DCC.

47

4 Figure 2: Graph showing sectors in which

dealers deal

48

5 Figure 3: Pie Chart showing branding support

received by DCC.

49

6 Figure 4: Pie Chart showing percentage of

sales persons visit to dealers.

50

7 Figure 5: Graph showing dealers satisfaction

with the purchasing experience.

51

8 Figure 6: Pie chart showing percentage ofdealers happy with schemes offered.

52

9 Figure 7: Doughnut chart showing percentage of

business volume of dealer accounted by DCC

53

10 Figure 8: Graph showing satisfaction level of

dealers with the responsiveness of DCC

54

11 Figure 9: Graph showing satisfaction level of

dealers with respect to overall products and

services provided by DCC.

55


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CHAPTER 1

INTRODUCTION


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1.1: ABSTRACT:

Indian IT industry is growing very fast and India is now becoming most sought

after country for outsourcing services and manufacturing products. The

hardware industry of India is also growing.

There are many Indian players in hardware industry from HP to HCL. It is

important for a company to reach its products to the end users in an efficient

manner. Thus distribution channel plays an important role for companies

product to reach its end consumers.

This project is done for Data Care Corporation Company who is distributor;

with the aim to know the dealer satisfaction with products & services provided

by DCC and also to address problems faced by the dealers.

The project also focuses on the distribution strategy implemented by DCC. It

also studies feedback giv en by dealers and dealers perception of DCC.

This project is done in Pune. There are 60 samples taken for the study. The data

is collected through questionnaire method. The findings of project have the

significant importance in formulation of strategy for company.


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1.2: MEANING /DEFINITION:

MARKETING:

Marketing is defined as 'satisfying needs and wants through an exchange

process'.

-Philip Kotler

MARKET RESEARCH:

Market research is defined as the systematic design, collection, analysis, and

reporting of data and findings relevant to a specific marketing situationfacing the company.

-Philip Kotler

DISTRIBUTION CHANNEL:

Distribution channel are the sets of interdependent organizations involved in the

process of making product or service available for the use of the consumption.

- Stean & El Ansari


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1.3: IMPORTANCE OF STUDY:

It will give idea about dealer s satisfaction with DCC.

It will help to find the problem areas.

It will help to know dealers perception about DCC.

It also gives general idea about efficiency of distribution channel.


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1.4: OBJECTIVES OF STUDY:

The need was felt at Data Care Corporation to find out dealers satisfaction

with the services provided; Also problems that dealers were facing & to find out

solution to deal with these problems.

PRIMARY OBJECTIVES:

Find the dealers satisfaction with the services provided to them.

Find problems faced by the dealers & provide solutions for the same.

To study distribution channel of DCC & provide suggestion to improve the

performance.

SECONDARY OBJECTIVES:

To study dealer perception about DCC.

To study suggestions given by dealer.


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1.5: SCOPE OF STUDY:

This project has taken into consideration dealers located in city of Pune,

India only.

This project includes dealers in the Central Pune area only. Central Pune

area covers Somvar Peth, Sadashiv Peth, Shukrawar Peth, Narayan Peth,

Nana Peth, Navi Peth, Rasta Peth, Ravivar Peth, Budhwar Peth.

These dealers are regular customers of DCC.


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1.6: RESEARCH METHODOLOGY:

WHAT IS RESEARCH?

Research is a systematic inquiry aimed at providing information to solve

managerial problem.

A research design is a master plan or model for the conduct of the formal

investigation. A research design is the specification of the method and

procedure for acquiring information need for solving the problem. The formal

investigation plan will concentrated on the sources of information and selection

model and method of data collection

RESEARCH METHODOLOGY:

Research Methodology is a way to systematically solve the research

problem. It may be understand as a science of studying is done scientifically.

The scope of research methodology is wider than research methods.

TYPES OF RESEARCH:

The basic types of research are as follows:

1. Descriptive vs. Analytical

2. Applied vs. Fundamental

3. Quantitative vs. Qualitative

4. Conceptual vs. Empirical

My research work is Descriptive in nature.

DESCRIPTIVE RESEACH:

Descriptive research includes surveys and fact- finding enquiries of different kinds. The major

purpose of descriptive research is description of the state of the affairs as it exists at present.


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1.7: METHODS OF DATA COLLECTION:

The samples has selected by Convenience Sampling Method.

When population elements are selected for inclusion in the sample based on the

ease of access, it can be called convenience sampling .

There are two types of data:

Primary Data

Secondary Data

PRIMARY DATA:

Primary data can be collected either through experiment or through

survey. This data customized according to the needs of the researcher. The

collection of primary data is costly and time consuming. It requires greater

planning and coordination. But this data represent clear and accurate picture of

facts. So it is more reliable as compare to secondary data. If the secondary data

is not available then the primary data can used for research.

I have collected primary data by filling questionnaires from Dealers.

SECONDARY DATA:

Secondary data is readily available for use. This data has been collected

by someone in past. Such type of data is available in various forms such as

books, journals, periodicals, magazines, unpublished bibliographies, websites,

articles etc. This data is more detail in nature. It is also known as historical

data.

I have used secondary data for my study. I have collected secondary data from

following sources:

Company website


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Other websites

RESEARCH INSTRUMENTS:

The structured questionnaire is used for my study. Questionnaire is designedaccording my research objectives. In my questionnaire open ended as well as

closed ended questions are included.

FOR DEALER SURVEY:

The larger is the sample size more is the accuracy in research.

POPULATION : 1000 (approx.)

SAMPLE SIZE : 60

SAMPLING TECHNIQUE: Convenience Sampling

Non Probability Sampling:

Non probability sampling is also known as purposive or deliberate sampling.

This sampling method involves purposive or deliberate selection of particularunits of the universe for constituting a sample which represents the universe.

Convenience Sampling:

When population elements are selected for inclusion in the sample based on the

ease of access, it can be called convenience sampling. In all forms of research,

it is ideal to test the entire population, but in most cases, the population is just

too large that it is impossible to include every individual. This is the reason whysampling techniques like convenience sampling is implied.

The total population in the region of Pune was 1000(approx) dealers out of

which 60 have been selected for my study.


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60 retail shops have been visited during my survey. It gave me good experience

of field work as well as valuable data about the performance of my company. So

survey can play very crucial role in research work.

1.8: LIMITATIONS OF STUDY:

Pune Market is huge market for IT products (hardware & software). There

exists large number of dealers. It was not possible to visit all the dealers.

Therefore research study may not be able present complete view of

market.

Sometimes Limited time available for interviewing the respondents. As a

result of this, it was not possible to gather full information about the

respondents.

Non-cooperative approach and rude behavior of the respondents.

Some respondents were really feared for giving the right information.


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CHAPTER 2

COMPANY PROFILE


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2.1: INTRODUCTION OF COMPANY:

ABOUT DIRECTOR OF DCC:

Anil Mhaske began Data Care Corporation in 1992. He is from a small

village named Shivalapur of Sangamner district. He always aspired to be a

successful business. He did job for some time but he did not like it . So he

established business in 1992. He understood problem of unemployment rural

youths. So to provide employment to such youths he wanted to do business. He

began his business by selling computer sets. Later on he started selling various

small hardware parts. Over the period of time he developed a huge business

setup. Due to his consistent efforts & strong determination DCC is now a well

known name today.

DIRECTORS DIALOGUE:

As DCC was announced the most reputed and the No.1 sub distributor all

India by Cyber Media in distributors summit at Kolkata on 15th May 2009. DCC

symbolizes a vision encompassing every aspect of IT world. Our objective is

being the best and the most preferred choice of any customer. Our Mission and

Company Name Data Care Corporation

Establishments 1992

Director Mr. Anil Mhaske

Head Office 637/A,

Deccan Gymkhana, Chandraprabhu Apartment,

Near Hotel Rutugandha, Pune-411004

Maharashtra.


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Vision statements are, therefore distinctly charted out, in terms of our Business

Ethics, Happy Customer, long term relationship, encourages in-house environs

and a satisfied employees. Our single minded focus on consistency,

commitment, branded quality products; excellent service, transparency and

value for money have always been the strong forte of DCC. We believe that,

when every single customer is fully satisfied and progresses, only then an

organization too grows in the right direction and flourishes.

2.2: MISSION OF DATA CARE CORPORATION:

The name DCC strongly endorses a prompt and dependable service,

quality products with competitive price to customers. It makes us more

dedicated to coping ever with the growing customer expectations and demands.

As a passionately committed organization, unconstrained by the conventional

thinking, DCC`s mission is to continue exploring the limits of imagination. By

being innovative, setting trends, creating new markets and opportunities through

relentless endeavor, DCC encourages our consumers to improve their lives today

and in future. This is because our dedication is supreme. Energy is growing

rapid-fire and aspirations infinite....


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2.3: ABOUT DATA CARE CORPORATION:

DCC located in Pune, is one of the leading IT hubs of the nation today. In the

last decade DCC has emerged as a company providing complete IT Hardware

solutions to the entire Maharashtra Region. The Companys strength is over 500

top notch professionals with sound academic background and rich experience.

The company houses the state of the art infrastructure to provide the customers

with the best of service. The company's turnover has crossed Rs.350 crores

mark.

Data Care Corporation believes that Quality, price and Service are the three

factors critical to the success of any organization. Satisfied customer is 'key to

success' for any organization. Keeping this in mind, our policies and strategies

are designed, focused on the needs of the customer.

Data Care Corporation believes in sharing profits with re-sellers. DCC sells to

re-sellers at lowest possible prices with a view to enable re-sellers to offer

products to end users at competitive prices and still earn profit for themselves.

As a well renowned and No.1 Sub-Distributor in the entire west region,

DCC is a complete IT portico that furnishes the IT world with superlative

Computer products, hardware and peripherals.

More and more people are discovering it as a single point destination,

where retail adds more value to business through our state-of-the-art

infrastructure, a wide range of branded products with a leading edge technology,

quality service, solutions and IT expertise.

With over 250 brands available, there is a reason for the people to have

DCC as the only and the best option. Dealers, customers and re-sellers who are

value-conscious yet never compromise on quality and service, prefer DCC for

its array of products with endless choices at one sprawling and convergent

point.


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ABOUT SERVICE CENTER OF DATA CARE CORPORATION:

MAC Enterprises is a service division of Data Care Corporation since

2001. We provide Chip Level Repairing of all types of Server Motherboards,

Laptop Motherboards, Desktop Motherboards, Monitors, LCD, UPS, SMPS,

Speakers, Woofers, CD-RW, DVD-RW, Printers etc.

The company has been promoted by 150+ qualified engineers having

Specialization in each product group which manage Service operations across

Pune. The company has been able to make a name for itself in a relatively short

span of time only because of its ability and commitments to ensure customer

satisfaction by rewarding quality work on right time and in a right manner.

MAC Enterprises has its own ACER Authorized Service Centers in Ahmednagar

& Ratnagiri region.

Services Offered:

System Installation and Configuration

Network management

System Integration

Genuine sale Of Parts

System Upgrades and Accessories

Special Extended Warranty packs for brands

Software Solutions

Warranty Support

Post Warranty Support

Consultancy services

Annual Maintenance Contracts

Exclusive preventive maintenance Service

Technical support and boom resolution.


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Features of Service Center:

The only one in Pune to give 100% solution to chipset problems.

100% Advanced lab including the BGA rework station machine, BIOS

writing Machine.

100% Trained staff to carry out all the repairing works on CHIP LEVEL.

We do undertake all types of Data Recovery Jobs.

All spare parts available at reasonable rates.

Pickup and drop service available.

DCCs RETAIL OUTLET:

Over the period of years DCC has created a strong network of dealers,

with 4500 dealers spread all over Maharashtra. DCC has strong presence in

western region.

After acquiring dealer market, DCC focused its efforts to serve end users

as well. DCC opened 4 laptop malls & 4 Dell exclusive showrooms in

Maharashtra. Also DCC is expanding its reach and now establishing its setup in

Aurangabad & Kolhapur.

Recently DCC inaugurated HCL exclusive store in Pune.

DCCs MAJOR BUSINESS ASSOCIATES:

The company has tie-ups with many world known companies. In 2009-10

company has bagged major contracts. Tie up with Mercury brand, with Lenovo

for regional distribution of its products in Nagpur & Vidarbha region. Also they

tied up with Acer for regional distribution in Maharashtra excluding Mumbai.


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They are Dells authorized dealer for Maharashtra region except Mumbai &

Nagpur.

All other tie-ups are listed below.

DELL : Authorized Distributor

SONY : Authorized Regional DistributorLG : Authorized Regional DistributorCHAMPION : DistributorSAMSUNG : Star Elite PartnerZENITH : Authorized Regional DistributorACER : Master ResellerHP Consumer PSG : Authorized Sub-DistributorAMD Consumer PSG : Premium PartnerINTEL : Premium Channel Partner

QUICK HEAL : DistributorSEAGATE : Premium PartnerHCL : Regional DistributorLOGITECH : LORD(Genuine Logitech Dealer partner)ASUS : Royal PartnerD-LINK : Prestige PartnerMICROSOFT : Gold Certified PartnerAPC : Business PartnerTVS : Sub-Distributor partnerIBM : Authorized Business PartnerSIMMTRONICS : Distributor For Memory

LENOVO : Authorized Business PartnerMERCURY : Channel PartnerTCL : Business PartnerUMAX : Business PartnerNET GEAR : Business PartnerGETWAY : Business Partner


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DCCs TRAINING CENTER:

DCC has started their hardware & networking institute on 1st November

2009.

This is a joint venture with the University of Pune. Institute has more than 20

qualified & certified teaching staff. Last year institute has trained 278

engineers, most of them are placed in good IT companies & few have started

their own business.

Institute offers various Diploma & Short Term Courses. They are as follows

PC Maintenance Course (Duration -1 Month )

Network Maintenance Course (Duration -1 Month )

Chip Level Repairing Course (Duration -2 Month )

Microsoft Certified IT Professional (Duration -3 Month )

Cisco Certified Network Associate (Duration -1 Month )

Linux OS Course (Duration -1 Month )

DCC Certified Engineer (Duration -11 Month )

DCC Certified Administrator (Duration -7 Month )

Advance Diploma in CLR (Duration -6 Month )


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2.4: PRODUCT RANGE OFFERED BY DCC:

Laptop A laptop is a personal computer designed for mobile, small size

& light enough to sit on persons lap while in use. It integrates display,

battery, keyboard, battery and CPU in a single small & light unit.

DCC has brands like Dell, Samsung, HCL, Lenovo, Asus, Alienware and

Sony.

PC Desktop - A desktop computer is a personal computer (PC) in a form

intended for regular use at a single location, as opposed to a mobilelaptop or portable computer.

DCC have branded PCs as well as assembled PC.


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Monitor - Computer monitor is a screen that displays output from a

computer.

DCC have monitor of companies like Samsung, Dell, LG etc,

Printer - In computing, a printer is a peripheral which produces a text

and/or graphics of documents stored in electronic form, usually on

physical print media such as paper or transparencies. Different types of

printers are available like- Dot Matrix, Laser, Inkjet and Thermal.

DCC has printers of companies like Samsung, Dell & HP.


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Computer Peripherals - Computer peripherals are add-on hardware to the

computer to expand its abilities or improve its performance. Examples are

computer printers, image scanners, tape drives, microphones,

loudspeakers, webcams, and digital cameras.

DCC has computer peripherals of companies like Samsung, TVS, Epson,

HP, Seagate, LG and Intel .

Storage Devices - A data storage device is a device for recording

(storing) information (data). Recording can be done using virtually any

form of energy, spanning from manual muscle power in handwriting, to

acoustic vibrations in phonographic recording, to electromagnetic energy

modulating magnetic tape and optical discs.

DCC has storage devices of companies like Sony, Samsung, LG, Touch

mate, iBall, Iomega etc.


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Network Devices - Computer networking devices are units that mediate

data in a computer network. Examples are LAN card, switches, modem

etc.

SMPS & TV Tuner cards SMPS is a power supply device that supplies

power to motherboard & all other devices. It converts AC supply in to DC

supply and provides constant power supply to all devices.

TV Tuner cards allow television signals to be received by a computer.

Most TV tuners also function as video capture cards, allowing them to

record television programs onto a hard disk.

DCC offers products of companies like Mercury.


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CHAPTER 3

LITERATURE REVIEW


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3.1: Distribution Channel:

Most producers do not sell their goods directly to the final users; between them

stands a set of intermediaries performing a variety of functions. These

intermediaries constitute a marketing channel (also called distribution channel).

Formally distribution channels are sets of interdependent organizations involved

in the process of making of product or service available for use or consumption.

They are the set of pathways, a product or service follows after production,

culminating in purchase and use by the final end user.

Producers give the job of selling products to intermediaries as they are

specialist in selling. They have the contacts, experience and scale of operation

which means that greater sales can be achieved than if the producing business

tried running a sales operation itself.

Types of Distribution Intermediaries:

Some intermediaries such as wholesalers and retailers buy, take title to, and

resell the merchandise; they are called merchants. Others brokers,

manufacturers representatives, sales agents search for customers and may

negotiate on the pr oducers behalf but do not take title to the goods; they arecalled as agents. Still others transportation companies, independent

warehouse, banks, advertising agencies assist in the distribution process but

neither takes title to goods nor negotiates purchases or sales; they are called

facilitators.

Retailers

Retailers operate outlets that trade directly with household customers.

Retailers can be classified in several ways:

Types of goods being sold (Eg. Clothes, grocery, furniture).

Type of service (Eg. Self service, counter service).

Size of the shop (Eg. Corner shop, Superstore).


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Ownership (Eg. privately owned independent).

Brand (nationwide retail brand, local one stop- shop).

Wholesaler (Distributor)

Wholesalers stock a range of products from several producers. The role of

the wholesaler is to sell onto retailers. Wholesalers usually specialize in

particular products. Wholesalers differ from retailers in a number of

ways. First, wholesalers pay less attention to promotion, atmosphere and

location because they are dealing with business customers rather than

final consumers. Second, wholesalers transactions are usually larger than

retail transactions, and wholesalers usually cover a larger trade area than

retailers. Third, the government deals with wholesalers and retailers

differently in terms of legal regulations and taxes.

Dealers

Dealers have a similar role to wholesalers that of taking products from

producers and selling them on. However, they often sell onto the end

customer rather than a retailer. They also usually have a much narrower

product range. Dealers are often involved in providing after-sales service.

Agents

Agents sell the products and services of producers in return for a

commission (a percentage of the sales revenues).

Functions of Distribution channel:

The main function of a distribution channel is to provide a link between

production and consumption. Organizations that form any particular distribution

channel perform many key functions:


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Information - Gathering and distributing market research and intelligence

- important for marketing planning.

Promotion - Developing and spreading communications about offers.

Contact - Finding and communicating with prospective buyers.

Matching - Adjusting the offer to fit a buyer's needs, including grading,

assembling and packaging.

Negotiation - Reaching ag reement on price and other terms of the offer.

Physical Distribution Transporting and storing goods.

Financing Acquiring and using funds to cover the costs of the

distribution channel.

Risk taking - Assuming some commercial risks by operating the channel

(e.g. holding stock).

THREE TIER ARHCITECTURE OF DISTRIBUTION CHANNEL:

Each layer of marketing intermediaries that performs some work in bringing the product to its final buyer is a "channel level". In three tier architecture there are

two intermediaries wholesaler (or distributor) and retailer. A wholesaler

typically buys and stores large quantities of several producers goods and then

breaks into the bulk deliveries to supply retailers with smaller quantities. Forsmall retailers with limited order quantities, the use of wholesalers makes

economic sense. This arrangement tends to work best where the retail channel is

fragmented - i .e. not dominated by a small number of large, powerful retailers

who have an incentive to cut out the wholesaler.

The hardware manufacturing companies typically go for three tier architecture.

DCC comes at tier 2 of the architecture as a distributor (wholesaler).


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Figure 3.1.1: Three tier architecture of distribution channel

3.2: CHANNEL STRATEGY OF DATA CARE CORPORATION:

DCC has a huge distribution channel. They have a network of more than 4500

dealers and 100 vendors spread all over Maharashtra. Handling such a huge

distribution channel is a challenge. DCC has implemented various strategies as

when required, to manage their connections with dealers. DCC sells more than

1000 small and big computer, networking hardware parts. As there is vast

number of dealers to handle, you need large channel sales team. The different

strategies implemented by DCC are discussed below:

Strategy 1:

DCC has channel sales department for managing contacts with dealer, also to

take their orders. There are more than 50 employees working in this department.


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Each person is assigned a certain number of dealers to handle. He is called

account manager for that particular dealer. Every dealer would call his

particular account manager to make enquiry about product prices, to negotiate

on deals and also to place his order. Dea lers would not only get information

from account manager but also from the sales person of DCC who often visit to

their retail shop.

Main problem with this strategy was as there are many different products to sell;

it was not possible for an account manager to remember exact price &

specifications of each product. So if he is not aware of particular product price

he may have to consult another person for information. Or the account manager

may transfer his call to the person who has knowledge about the product.

Also when sales person goes to visit dealer he might quote some price for a

product which is lower than quoted by his account manager. Here arises the

conflict then.

Due to such discrepancy happening time & again which was hampering DCCs

relation with their dealers DCC decided to make changes in their present set up.

Strategy 2 :

From previous experience DCC decided to lower the burden of sales persons.

DCC divided their whole channel sales team in 3 different parts. First team was

made to handle exclusively products related to Dell, be it laptop, desktop,

printer or monitors. Second team would handles product of brands like ACER,

HP & Lenovo. Third team would handle rest of the products. Sales person keep

going to older dealer and also kept making new contacts.

To do this DCCs management shuffled sales person from one team to another

team. Accordingly the account manager changed for most of the dealers. Dealers

had built a good repo with old account manager. Also account manager was also

aware what his dealer needs, what their credit period is and the payment mode.

Thus it was easier for dealers to deal with them.


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When the account managers for some dealers changed, complaints started

flowing. Dealer would have to call again & again to get reasonable price, new

product information etc. This discouraged many dealers to work with DCC.

Though DCC was growing business and earning new contacts, they were losing

on their older, premier dealers.

Again there was a huge question in front of DCCs management to re tain their

valuable customers.

Strategy 3:

The company is now planning to implement a call center like setup for account

managers as well as channel sales person. When a dealer would call DCCs

number he will be listening to IVR menu. For example Press 1 for DELL, press

2 for printers etc. Once the dealer chooses the number for a product say DELL,

call will be diverted to sales person who handles DELL products. Sales person

will have all the details of dealer who is calling; on his computer screen.

According to his credit limit, lowest price that can be offered for a product will

be quoted.

This process would simplify the work of sales person as he will have to be

updated with few products assigned to him. He will be able to give right

specification of product & right prices to dealers also can inform them about

new schemes available, if any.


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3.3: INDIAN IT INDUSTRY

The Indian information technology (IT) industry has played a key role in putting

India on the global map and is now envisioned to become a US $225 billion

industry by 2020. IT-BPO sector has become one of the most significant growth

catalysts for the Indian economy. In addition to fuelling Indias economy, this

industry is also positively influencing the lives of its people through an active

direct and indirect contribution to various socio-economic parameters such as

employment, standard of living and diversity. The industry has played a

significant role in transforming Indias image from a slow moving bureaucratic

economy to a land of innovative entrepreneurs and a global player in providing

world class technology solutions and business services, according to National

Association of Software and Service Companies (NASSCOM).

The sector is estimated to have grown by 19 per cent in the FY2011, clocking

revenue of almost US$ 76 billion. Indias outsourcing industry has witnessed a

rebound and registered better than expected growth according to NASSCOM.

The export revenues are estimated to have aggregated to US$ 59 billion in

FY2011 and contributed 26 per cent as its share in total Indian exports

(merchandise plus services), according to a research report IT -BPO Sector inIndia: Strategic Review 2011, published by NASSCOM. The workforce in

Indian IT industry will touch 30 million by 2020 and this sunrise industry is

expected to continue its mammoth growth, expect various industry experts.

Furthermore, NASSCOM said that the domestic IT-BPO revenues excluding

hardware are expected to have grown at almost 16 per cent to reach US$ 17.35

billion in FY2011. Strong economic growth, rapid advancement in technology

infrastructure, increasingly competitive Indian organizations, enhanced focus bythe government and emergence of business models that help provide IT to new

customer segments are the key drivers for increased technology adoption in

India.


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The data centre services market in the country is forecast to grow at a compound

annual growth rate (CAGR) of 22.7 per cent between 2009 and 2011, to touch

close to US$ 2.2 billion by the end of 2011, according to research firm IDC

India's report. The IDC India report stated that the overall India data centre

services market in 2009 was estimated at US$ 1.39 billion .

Present Scenario:

India is a preferred destination for companies looking to offshore their IT and

back-office functions. It also retains its low-cost advantage and is a financially

attractive location when viewed in combination with the business environment it

offers and the availability of skilled people.

The countrys domestic market for business process outsourcing (BPO) is

projected to grow over 23 per cent to touch US$ 1.4 billion in 2011, says global

research group Gartner. In 2010, the domestic BPO market was worth US$ 1.1

billion. The firm predicts that the domestic BPO market would reach US$ 1.69

billion in 2012 and increase to US$ 2.47 billion by 2014.

With the first quarter of the new fiscal 2011-12 offering positive business

outlook, hiring sentiments for sectors like IT, ITeS and telecom have risen by

over 20 per cent, says a study by TeamLease Services Pvt. Ltd. As per theEmployment Outlook Report for the period April-June 2011, released by

TeamLease Services Pvt. Ltd., hiring intent from IT and ITeS was the highest in

cities like New Delhi, Mumbai, Hyderabad and Pune.

India's top technology firms like TCS, Infosys, Wipro and HCL are readying

plans to gain a bigger share of their largest market, US, by aggressively chasing

contracts being served by multinational rivals. Analysts expect the top IT firms

to grow between 23-27 per cent in the FY2012 on the back of more number ofdiscretionary projects, improved pricing, and robust business volumes.


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Potential Of IT Industry:

The Indian information technology sector continues to be one of the sunshine

sectors of the Indian economy showing rapid growth and promise.

According to a report prepared by McKinsey for NASSCOM called 'Perspective

2020: Transform Business, Transform India', the exports component of the

Indian industry is expected to reach US$ 175 billion in revenue by 2020. The

domestic component will contribute US$ 50 billion in revenue by 2020.

Together, the export and domestic markets are likely to bring in US$ 225 billion

in revenue, as new opportunities emerge in areas such as public sector and

healthcare and as geographies including Brazil, Russia, China and Japan opt for

greater outsourcing.

Structure of IT Industry:

The IT industry has emerged as one of the most important industries in the

Indian economy contributing significantly to the growth of the economy.

The IT industry of India got a major boost from the liberalization of the Indian

economy. India's software exports have grown at an annual average rate of more

than 50% since 1991. The structure of the IT industry is quite different from

other industries in the Indian economy. The IT industry of India is hugely

dependant on skilled manpower. Primarily a knowledge based industry, the IT

industry of India has reordered significant success due to the huge availability

of skilled personnel in India.

The industry structure in the IT sector has four major categories. These are -

IT services

IT enabled services

Software products


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Hardware

IT Services:

IT services constitute a major part of the IT industry of India. IT services

include client, server and web based services. Opportunities in the IT services

sector exist in the areas of consulting services, management services, internet

services and application maintenanc e. The major users of IT services are -

Government

Banking

Financial services

Retail and distribution Manufacturing

IT Enabled Services:

The services which make extensive use of information and telecommunication

technologies are categorized as IT enabled services. The IT enabled services is

the most important contributor to the growth of the IT industry of India. Some

of the important services covered by the ITES sector in India are - Customer-interaction services including call-centers

Back-office services

Revenue accounting

Data entry and data conversion

HR services

Transcription and translation services

Content development and animation

Remote education,

Data search

GIS

Market research

Network consultancy


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Software Products:

Software products are among the most highly exported products from India. The

software industry in India originated in the 1970s and grew at a significant pace

in the last ten years. Between 1996-1997 and 2002-2003, the Indian software

industry grew more than five times from 2630 crores to 13200 crores. During

the same period software and service exports from India grew by almost twelve

times.

Hardware :

The hardware sector of the It industry focuses on the manufacturing and

assembling of computer hardware. The consumption of computer hardware is

high in the domestic market. Due to the rise in the number of IT companies,

sales of desktops, laptops, servers, routers, etc have been on the rise in recent

years. Many domestic and multi-national; companies have invested in the

computer hardware market in India.

HARDWARE INDUSTRY REVIEW:

The impact of recession is left behind and now country is back on progress. The

overall IT Hardware Industry scenario is good and stable as it witnessed growth

across all the products. The year 2010-11 has indeed been a great year for the

Indian IT hardware market as the sales had really picked up across all product

segments due to the stable economic growth and the increase in disposable

income in spite of inflation playing a docile factor. It is estimated that overall

PC sales will cross 12.6 million units in FY 2011-12 with annual growth rate of

35%.

The main segments of the computer hardware industry are:

Finished goods like computers and laptops.


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Networking hardware consisting of routers, modems, network cards,

network adapters, hubs and switches and other components.

Storage hardware ranging from the hard disks to the USB storage devices.

Input and output peripherals like keyboard, mouse, scanners, video cards,

speakers, headphones, game controllers and so on.

System hardware consisting of motherboards, UPS, monitors and other

components.

According to MAIT, the apex body representing Indias IT hardware, training

and R&D services sectors, findings of performance review of hardware industry

of year 2010-11 are as follows:

The Notebook Market The Notebook sales, which posted a remarkable growth, last year (61%),

went in to the consolidation mood by posting a healthy growth rate of

31% over 2010-11. This growth was primarily driven by the Household

segment, which accounted for about 57% of the total Notebook sales and

registered a growth of 32% during 2010-11 over the previous year.

The Desktop Market: Market segmentation by businesses vs. household consumption: For the

first time in the market, the market size of Desktop PC has been exactly

split-up in two pies as both Household and Establishment cont ributed

50% to the total Desktop PC sales.


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The Server Market:

Figure 3.2.1: Total PC (Desktop & Notebook) Sales 2004-2010:

During the year 2010-11, sales of Servers registered a decline of fourteen per cent over

the last financial year. The decline is mainly accounted to the sharp decline of

contribution from Medium scaled Establishments going down from 42% to 15.

The Peripherals MarketOverall printer sales grew by fifteen per cent during 2010-11 over the last

fiscal to reach 2.87 million (28.7 lakh) units.

Laser printers led the growth with a consumption of 1.13 million (11.3

lakh) units and a growth of 16% over the last year.

Consumption of inkjet printers at 1.35 million (13.5 lakh) units grew by

nineteen per cent.Dot-matrix printers was the only printer category that registered a

decline, the sales of DMP at 0.35 million (3.5 lakh) units in 2010-11

declined by three per cent over the previous year.

The UPS market, is again led by the households, registered a growth of

3,809,724

5,046,558

6,341,451

7,344,3066,796,107

8,034,556

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

7,000,000

8,000,000

2004-052005-062006-072007-082008-092009-10

CAGR over 2004-2010: 16% Source: MAIT

U

N

I

T

S


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ten per cent in 2010-11 over 2009-10 with 2.38 million (23.8 lakh) units

in sales.

The Internet Entities The number of active Internet entities crossed the thirteen million mark in

March 2011, Growth of thirty six per ce nt over March 2010.


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CHAPTER 4

DATA ANALYSIS PROCESS &

DATA INTEPRETATION


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4.1: DATA PRESENTATION & DATA ANALYSIS PROCESS:

Primary data is collected by survey method .

Questionnaire is set according to objectives of my study.

60 retail shops have been visited during survey.

4.2: INTRODUCTION (DATA ANALYSIS PROCESS):

After the collection of data, has to be processed and analyzed in

accordance with the objective of research. This is essentials for a

scientific study and ensuring that we have all relevant data for makingcomparison and analysis.

The processing of data implies editing, coding, classification and

tabulation of collected data so that they are amenable to analysis. The

term analysis refers to the computation of certain measures along with the

searching for the patterns of relationship that exist among the data groups.

In simple language data analysis involves a number of closely related

operations which are performed with the purpose of summarizing the

collected data and organizing these in such a manner that they answer the

research questions.

In this study SPSS software and simple method for data analysis is used.

Data is tabulated according to the responses got from the respondents.

Cross tabulations and the Pie Chart have drawn where ever appropriate.

On the basis of this data is interpreted.

The data analysis is very important part of research, because all the

findings, suggestions and conclusions will be given on the basis of data.


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4.3: DATA ANALYSIS:

ANALYSIS OF DEALER QUETIONNAIRE

Q 1) How long have you been associated with us?

Number Of Years Respondents Preference

04 years 06

510 years 40

1115 years 06

More than 15 years 08

Total 60

Figure 2: PieChart showing the number of years dealers working with DCC.

Majority of dealers are working for more than 5 years with DCC.

04 years10%

510 years67%

1115 years

10%

More than 15years13%

Respondents Preference


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Q 2) In which sector do you deal?

Sector Respondents Preference

Channel Sales 24

Retail 50

Corporate 32

AMC 26

Repairing 34

Figure 2: Graph showing sectors in which dealers deal

Majority of dealers are in retail business.

Many dealers are working in corporate sector and many of them are

providing repairing services.

24

50

3226

34

0

10

20

30

40

50

60

Channel Sales Retail Corporate AMC Repairing



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Q 3) Do you get any branding suppo rt?

Response Respondents

Yes 27

No 09

Require Branding Support 24

Total 60

Figure 3: PieChart showing branding support received by DCC.

Majority of dealers either do not get branding support or most of

them require branding support.

45%

15%

40%

Respondents

Yes No Require Branding Support


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Q 4) How often our representatives visit/call you and inform you about the new

schemes?

Representative Visit Respondents

Never 07

Rarely 19

Occasionally 16

Regularly 18

Total 60

Figure 4: PieChart showing percentage of sales persons visit to dealers.

Majority of dealers are not visited / called by sales representatives,

because of which dealers are unaware of the new schemes.

Never11%

Rarely32%

Occasionally27%

Regularly30%

Representatives Visit / Call Frequency


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Q 5) Please Rate your overall satisfaction with purchasing experience.

Satisfaction with Purchasing Respondents

Very Dissatisfied 02

Somewhat Dissatisfied 11

Neutral 11

Somewhat Satisfied 27

Very Satisfied 09

Total 60

Figure 5: Graph showing dealers satisfaction with the purchasing experience.

From the above graph we can say that, majority of dealers are

somewhat satisfied with the process of purchasing products from

DCC.

0

510

15

20

25

30

VeryDissatisfied

SomewhatDissatisfied

Neutral SomewhatSatisfied

VerySatisfied

2

11 11

27

9

Respondents


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Q 6) Are you happy with the schemes offered?

Response Number Of Respondents

Yes 35

No 25

Total 60

Figure 6: Pie chart showing percentage of dealers happy with

schemes offered.

Majority of dealers are happy with the schemes offered to them.

Yes58%

No42%

Number Of Respondents


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Q 7) How much of your business volume is ac counted by us?

Business Volume Respondents Preference

025 % 41

2650 % 10

5175 % 07

76100 % 02

Total 60

Figure 7: Doughnut chart showing percentage of business volume of

dealer accounted by DCC.

Majority of dealers 0 25 % of business is accounted by DCC.

68%

17%

12%3%


025 %

2650 %

5175 %

76100 %


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Q 8) How do you rate our responsiveness in dealing with you? Response Respondents Preference

Poor 04

Unsatisfied 03

About Average 14

Satisfactory 38

Superior 01

Total 60

Figure 8: Graph showing satisfaction level of dealers with the

responsiveness of DCC.

Majority of dealers are satisfied with the way DCC handles queriesor problems faced by them.

4 3

14

38

1

0

5

10

15

20

25

30

35

40

Poor Unsatisfied About Average Satisfactory Superior



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Q 9) How satisfied are you overall, with the products and services received from

us?

Response Respondents Preference

Poor 01

Unsatisfied 03

About Average 18

Satisfactory 38

Superior 00

Total 60

Figure 9: Graph showing satisfaction level of dealers with respect to

overall products and services provided by DCC.

Majority of dealers are overall satisfied with the products and

services provided by DCC.

13

18

38

00

5

10

15

20

25

30

35

40

Poor Unsatisfied About Average Satisfactory Superior



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CROSS TABULATION:

From the above table it can be said that in category of dealers who are associated

for 510 years are overall satisfied with DCC.

The same can be said with dealers working above 10 years.

It can be said that dealers are making repetitive purchase since they are getting

good service and products from DCC.

AssociatedFor * OverallSatisfaction Crosstabulation

OverallSatisfaction

TotalPoorUnstisfa

ctoryAbout

AverageSatisfac

tory

AssociatedFor

0 - 4 yrs Count 0 1 1 4 6

% withinAssociatedFor

.0% 16.7% 16.7% 66.7%100.0

%

5 - 10 yrs Count 1 2 10 27 40


2.5% 5.0% 25.0% 67.5%100.0

%

11 - 15 yrs Count 0 0 3 3 6


.0% .0% 50.0% 50.0%100.0

%

More than15 yrs Count 0 0 4 4 8


.0% .0% 50.0% 50.0%100.0

%

Total Count 1 3 18 38 60


1.7% 5.0% 30.0% 63.3%100.0

%


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Null Hypothesis: There is not much influence of the total no of experience of

the dealer with DCC on the volume of his trade handled by DCC.

Alternate Hypothesis: There is much influence of the total no of experience of

the dealer with DCC on the volume of his trade handled by DCC.

AssociatedFor * BusinessAccountedByDCC Crosstabulation

BusinessAccountedByDCC

Total0 - 25 % 26 - 50 % 51 - 75 % 76 - 100 %

AssociatedFor 0 - 4 yrs Count 4 0 2 0 6

% within AssociatedFor 66.7% .0% 33.3% .0% 100.0%

5 - 10 yrs Count 29 7 2 2 40

% within AssociatedFor 72.5% 17.5% 5.0% 5.0% 100.0%

11 - 15 yrs Count 5 1 0 0 6

% within AssociatedFor 83.3% 16.7% .0% .0% 100.0%

More than 15 yrs Count 3 2 3 0 8

% within AssociatedFor 37.5% 25.0% 37.5% .0% 100.0%

Total Count 41 10 7 2 60

% within AssociatedFor 68.3% 16.7% 11.7% 3.3% 100.0%


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Chi-Square Test

Frequencies

AssociatedFor

Observed N Expected N Residual

0 - 4 yrs 6 15.0 -9.0

5 - 10 yrs 40 15.0 25.0

11 - 15 yrs 6 15.0 -9.0

More than 15 yrs 8 15.0 -7.0

Total 60

BusinessAccountedByDCC

Observed N Expected N Residual

0 - 25 % 41 15.0 26.0

26 - 50 % 10 15.0 -5.0

51 - 75 % 7 15.0 -8.0

76 - 100 % 2 15.0 -13.0

Total 60


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Test Statistics

AssociatedFor

BusinessAccounte

dByDCC

Chi-Square 55.733a

62.267a

df 3 3

Asymp. Sig. .000 .000

a. 0 cells (.0%) have expected frequencies less

than 5. The minimum expected cell frequency

is 15.0.

Result:

The table above shows that Chi Square value of 55.733(DF=3, N=60), p


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4.4:CONCLUSIONS:

It is found that many dealers are working in retail sector. Many dealers are

working from long time with DCC. Many dealers need branding support. Dealers

are happy with the schemes offered to them. Most of the dealers have goodpurchasing experience from DCC. Majority dealers 0-25% business volume is

accounted by DCC. Dealers are satisfied with the quick and efficient way their

problems are handled by DCC management. Dealers are overall satisfied with

services and products provided by DCC.


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CHAPTER 5

FINDINGS, SUGGESTIONS

AND CONCLUSION


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5.1: FINDINGS:

Majority of dealers are working with DCC for more than 5 years. Also one

fourth of total number of dealers is working with DCC for more than 11

years. Dealer who is working for longer period of time, his suggestions

will be very useful.

Majority of dealers are dealing in retail sector. Also most of them are

providing AMC & repairing services to customers.

Many of the dealers are also doing business in corporate sector.

Only 45% of dealers get branding support, i .e. they receive new

pamphlets, products to place on display, etc. Majority of dealers need

branding support.

Majority of dealers are rarely visited by DCCs representatives to give

information about new products as well as new schemes. Only 30 % of

dealers are regularly informed about new schemes.

Majority of dealers are somewhat satisfied with the purchasing process of

DCC.

Most of the dealers are satisfied with the schemes offered to them.

Majority of dealers 0 -25 % business is accounted by DCC. Only 3% of

dealers 75 100 % business is from DCC.

Majority of dealers are satisfied with the way DCC handles their queries

and solve the problems faced by them.

Majority of dealers are satisfied with the overall products and services

provided by DCC.


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Dealers are satisfied with products & services hence they are working

with dealers for a long period. Hence dealers are making repetitive

purchase.

Problems Faced By Dealers:

Many dealers were not aware of the new schemes launched for different

products. Thus they could not avail those schemes.

Scheme settlement takes a lot of time. There is always delay in payment.

Many dealers complained that delivery is always late. Also the process to

purchase material takes lot of time. So even if dealer goes to collect

material it takes him at least 2 hours to procure material.

If a dealer wants to place an order, he calls his account manager to get

quotation. He has to negotiate for price. Thus it takes him 3 -4 phone calls

to finally get affordable price.

Many dealers said that sales representatives give wrong commitments

about product availability. Sales representative quote lower price and

when dealer goes to collect material; store person refuses to give product

at quoted price.

As there are different sale person for different brands, dealers find it

difficult to make calls again & again to get information of 2-3 different

brand products. They want in one call; their all queries should be

addressed.

Few dealers said that replacement procedure is lengthy and time

consuming.

Many dealers said that pricing is a big issue while purchasing products

from DCC. Many dealers said th at prices offered by DCC are bit highe r. If

they buy products at higher prices they loose on their profit margin.


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Few dealers feel that prices offered to them are higher than prices offered

to some other dealer.

Many dealers said that prices offered by DCC to end users are lesser than

prices given to dealers. This is direct ly hampering dealers business.

Dealers Perception Of DCC:

Majority of the dealers are happy with the services provided to them.

All dealers are all well aware about the DCC brand name.

Majority of dealers said that DCC is growing very fast and in a very short

period of time DCC have expanded its business to a very large scale.

All the products are always available at DCC.

All dealers admire Mr. Anil Mhaske, who worked religiously to build

DCC, what it is today.

Till DCC was dealing only in dealer market, dealers were getting good

services and best prices for the product. But since DCC entered into end

user market pricing issues started coming up on a regular basis.

Thus overall DCC have a very good image in the market.


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Suggestions Given By Dealers:

Many dealers think that because DCC is now in dealing with end users as

well as their business will go down, because their prices will not be

competitive. Hence dealers are saying that DCC should either focus on its

dealers or end users.

Few dealers suggested that prices can properly set for both end users &

dealers.

Few dealers suggested that if DCC has decided to deal with dealers as

well as end users then try to manage both and plan well to do so.

Some dealer said that schemes should be informed and new brochures

must be provided on time.

Some dealer suggested that appoint sales representatives who have good

product knowledge.

Some dealer suggested that there has to be co-ordination between sales

person & account person from billing department. As many times price

quoted by sales person is not in unison with the prices allowed to be

offered to dealers (depending on dealers credit period & credit limit).


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5.2: SUGGESTIONS / RECOMMENDATIONS:

Company can send their sales representatives to visit dealers at least once

in a week. This will help to build a good relation between them.

Sales person can be point a contact between company and dealers. So even

if some problem is faced by dealer it can be handled by sales person

immediately. This will help gaining confidence of dealers. And the dealer

will become a loyal custom er of DCC.

As many dealers have very less purchase from DCC, that means they are

getting most of the products from some other source. DCC can start a

loyalty program for dealers which will encourage them to increase

transaction with DCC. In Loyalty program company can offer discount on

purchase above certain amount or offer them free gifts or give them points

on each purchase. For example if dealer makes 500 points he will be given

a laptop bag free or free gift passes etc.

Company can revise its pricing policy to avoid conflicts with dealers.

Company can give dealers exact time of delivery of order placed. If there

is going to be a delay it should be informed to dealers.

Company can increase credit limits of dealers depending on their past

history at an interval of 6 - 8 months. It will give dealers a sense of worth

and will help to retain such dealers with company.


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5.3: CONCLUSIONS:

The Indian IT market has the huge potential for the business. At the same time

local market is growing at the same rate.

My study is based on dealers and I have included a limited number of dealers

in this study. It is very important for DCC to understand need of every dealer.

The primary data I have collected will help to understand the current perception

of DCC brand.

As per my study the performance of DCC is extremely well and dealers are

happy working with DCC. DCC is still on its No. 1 sub distributor position in

India.

The company has very good distribution channel and most of the retailers are

well satisfied about the products and services provided by them. Company has to

just introduce some loyalty program to maintain relationship with dealers.

The dealers are very happy with the replacement policy of DCC and also with

availability of number of products under one roof. This is encouraging thing for

the company.

In short the DCC is No. 1distributor in Pu ne.


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5.4: BIBLIOGRAPHY:

Books:

Philip Kotlar & et al., Marketing Management A South Asian

Perspective 2009 Dorling Kindersley (India) Pvt. Ltd.

C. R Kothari, Research Methodology, New Age International Publisher.

Websites:

www.ibef.org/artdispview.aspx?in=38&art_id=28792&cat_id=121&page=

2

www.economywatch.com/india-it-industry/structure.html

www.mit.gov.in/sites/upload_files/dit/files/annualreport2010-11.pdf

www.mait.com

www.wikipedia.com


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5.5: APPENDIX/ ANNEXURE:

Dealer Feedback Form

We would be grateful if you could spare a few minutes to give feedback that will help us toensure that our standard of customer care exceeds expectation wherever possible.

Name: _____________________________________________ DOB ______/________/ _____

Contact No.:________________________ Email Id: _____________________________________

Company: ___________________________________________________________________________

1. How long have you been associated with us?

2. In which sector do you deal?

Channel sales Retail Corporate AMC Repairing

3. Total Sale in percentage?

Branded Sales ____________% Assembled Sales _______________%

Laptop Sales _____________% Preferred Brand_________________

Desktop Sales_____________% Preferred Brand_________________

Software Sales ______________ Others_________________________

4. Do you get any Branding Support?

Yes No If not, do you require Yes No

5. How often our representatives visit/call you and inform you about the new schemes?

Never Rarely Occasionally Regularly

6. Please rate your overall satisfaction with purchasing experience.

Very dissatisfied Somewhat dissatisfied Neutral

Somewhat satisfied Very satisfied


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7. Are you happy with the schemes offered?

Yes No

Specify____________________________________________________________________

8. How much of your Business Volume is accounted by us?

0-25% 26-50% 50-75% 75-100%

9. If you receive any technical support, how do you rate the skills\capability of our engineers

and their response time?

Poor Unsatisfactory About average Satisfactory Superior

10.Specify delivery issues, if any

Yes No

Specify ________________________________________________________________

11.How do you rate our responsiveness in dealing with you?


12.Are you (SA) Sales Affiliate of DELL?

Yes No If Yes, SA Code: _________________

13.How satisfied are you overall, with the products and services received from us?


If not satisfied, please specify ______________________________________________________

14.Why do you prefer working with us?

15.Do you have any other problems while dealing with us?

16.Do you have any comments or suggestions that would help us to improve our quality of

Documents

Pallavi SIP Report